Leesburg Iron & Metal Inc.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: ***I am rejecting this response because:
Leesburg Recyclers is still confused regarding my recent experience with them.
1) I purchase a *** *** 15" steel wheel from them, for $50. A few days later, I returned in exchange for a factory indash stero which was also priced at $50. There was no mention of "no returns", just that since the stereo was of equal value, NO PROBLEM. My receipt only states "NO CASH REFUNDS" with ZERO mention of no exchanges / store credit / credit or debit credit
2) On the same day I purchased a *** *** 14" steel wheel, which for some reason was priced at $40. That wheel was delivered to ***, where new tires were purchased for said ***. *** said the wheel which originally was said to be damaged and need replacement, was STILL better then the rust latent wheel I purchased from Leesburg Recyclers. They said something about not warranting their new tire on this used wheel. So I let the tire experts who were warrating their product decide what was best in this tire related situation. They did not charge for "wheel repair", not profit in any way from which wheel was used. Since my receipt stated "no cash refund", I returned the wheel expecting the same experience as just a few days prior. I never asked for CASH. I would have accepted any other alternative....store credit, exchange for something of same value or more (if more then pay difference), and / or credit / debit refund
When returning the item, that is when the attitude changed degrees. They are friendly when purchasing, but the minute you have a problem with what you purchased, the attitude changes.
A) First thing they tell you when inguiring about returns is if paid with credit / debit card, there is a $fee. I have never heard that in my years. A restocking fee...sure, as long as it is stated up front at time of purchase. But a $credit / debit fee for returns, I have never heard of. If their policy is as he is claiming, NO RETURNS, then why mention their is a $return fee? Either you can return something, or you can't. Which one is it?
B) Second thing is then you get the "lesson". They treat you like you are an it, and preach to you how they are not ***, and can't afford to allow customers to return items. Two issues here: B1) If no returns are allowed, then why not post a big sign when entering property "NO RETURNS". Also, why use the language "CASH" when stating on receipt "no cash refunds". No cash refunds means EXACTLY that.....NO CASH REFUNDS. Nothing more, nothing less. B2) I do NOT need a business lesson from a counter employee at a salvage yard, expecially when I have sold them multiple complete vehicles over the years, for $100-$150. To sell ONE wheel for $50, when purchasing a complete (no accidents) vehicle for $is quite the business profit margin. Typically metal is purchased / sold by weigh. One steel wheel weighs less then 1% of a total vehicles weight, yet they are charging 50% of entire vehicle purchase price when selling less then 1% of it in parts. He is correct, but on the opposite end of the scale he claims to be on. *** and the likes run tight profit margins, not recouping 50% of material purchase in the sale of LESS then 1% of total purchase
C) Third issue was when returning, he became a tire / wheel expert. He was telling me what *** did, and what they should do. I am not a tire expert, nor did I see him present any certificates or affliation with ***, nor was it advertised that Leesburg Recylers is a *** warranty location. *** said the wheel was WORSE then my damaged wheel, so they choose to use my original wheel, and I have their full warranty in writing
D) Bottom line...*** said I needed a wheel when purchasing new tires., so I attempted to purchase one. When presenting this wheel to ***, they choose to use the original wheel, which I assumed they were able to correct at their expense, or use as is claiming it was the better of the two presented....original and purchase from Leesburg Recyclers
E) Leesburg recylcers said now I had a spare. I informed them, the car already had a spare. Now I have two he said. I don't need two, I don't desire two, nor is there room in the spare tire comparement for two
Bottom line...it really comes down to this. No where was it mentioned "NO RETURNS", yet that appears to be their policy. Why advertise "NO CASH REFUNDS" implying exchanges / credit was offered, when the REAL policy is "NO RETURNS"
There is no confusion here, and I am not the first to experience this. There plan is quite obvious....to let the customer "think" they could return for credit when purchasing, encouraging sales, but after the sale, they claim their REAL policy is "NO RETURNS"
Typical bait and switch that has been around longer then they have. Consumers need to be aware, and that is my focus here. Plus, I have shared my experience on YELP, and many other internet based consumer feedback sites. Their practice is WRONG, and needs to be corrected
Maybe if they clearly posted their policies, and then stood behind them, their business model would be more successful, and they would have to complain about how hard their business is. I feel they intentionally are making it harder then it needs to be, and driving AWAY consumers like myself
Regards,*** ***

[redacted]
Auto Recyclers of Leesburg
229 Depot Ct. SE,
Leesburg, Va....

20175
 
                                        ...⇄ March 28. 2014
 
 
[redacted]
Revdex.com
1411 K St., NW,
Washington, DC 20005
 
 
 
Dear **. [redacted],
 
This letter is in response to a complaint submitted to Revdex.com on 2-20-14, ID [redacted], from [redacted].
 
The customer purchased a guaranteed wheel that he seemed satisfied with.  He returned that wheel because he gave us the incorrect
size. We did agree to exchange it against our stated warranty.  Not long after exchanging the first wheel, this customer returned with the
second wheel saying his mechanic banged out his old wheel, so he didn't need it after all.  This time we wanted to apply our stated warranty, which is clearly visible on our receipts.  It reads:
30 DAY WARRANTY
NO CASH REFUNDS
DEFECTIVE PARTS REPLACED
CUSTOMER IS RESPONSIBLE FOR ORDERING THE RIGHT PARTS
DEPOSITS GOOD FOR 7 DAYS
DEPOSITS NOT REFUNDABLE
 
Because our warranty states no cash refunds, the customer figured that the information on his receipt did not apply to him, since he
used a credit card and not cash.  The warranty does not state that a store credit is offered.  Our warranty is stated plainly for the specific
reason that a customer should know what he is buying and not bring back a part because he "didn't need it".  We felt we had already
treated him fairly.
 
In over 40 years of using the same receipts, this is the first time a customer thought that NO CASH REFUNDS didn't apply to credit or
debit cards.
 
It is extremely expensive to keep a recycling business operating.  We would like to know where this customer gets his information about
profit margins.  His assumption is absurd!
 
Regards,
 
[redacted]

Review: Purchased a 14" steel wheel for a '98 [redacted] for $40 CASH a few days ago. Receipt states returns must be within 30 days, and NO CASH REFUNDS. I have dealt with many a recycler / salvage yard in the past 30+ years, and that policy seems to be universal.....meaning you can return but for store credit. NO CASH RETURNS means just that....no CASH returns. When returning today, they said NO CASH RETURNS means NO RETURNS, cash or otherwise, and they have no idea why the word CASH is used. My receipt states.....NO CASH RETURNS, which means no cash back, so store credit. Typical bait and switch......consumer leaves the location thinking if they need to, they can return it. Real policy I was told is.....NO RETURNS. Why mislead consumers? I was given a schooling by the head guy Jason that they are NOT [redacted], and can not accept returns. I didn't respond.....but wanted to share with him.....I am fully aware they are not like [redacted], as [redacted] and other retailers operate at a 9-10% profit, and they are are 10X that or more. I have sold them multiple cars, and they pay $100-$150 per complete, non accident vehicle with 100% body / drivetrain. They recoup that purchase price in just the steel wheels, with the remaining 99.9% of the car still to sell! So they are correct, they are not [redacted]. They operate with 100%+ profit margins. I did not need nor appreciate their "business lesson". I merely wanted them to stand behind the return polity on my receipt.Desired Settlement: 1) Honor their return policy.....Return my wheel for store credit.

2) In the future.....If the real return policy does not match what is stated on the receipt, please change receipt wording so it is accurate.

Business

Response: