Midway Auto Service

I am responding on behalf of Cathy C***, owner of Re-Power, Inc., as she was out of town when these events took place I am her administrative assistant, and was here when the problem took place [redacted] placed an order for parts on August 5thI did not handle the order, nor was I in anyway involved with Mr [redacted] and his order, so I do not know what has taken place with receipt or non-receipt of parts The two people who did know that information were not in the shop on August 18th when Mr [redacted] and his lady friend came in for a refund When they came in to Re-Power that day, they were first met by Charlie, who works part-time, and who also knew nothing about this transaction, therefore we were both at a loss Both of us repeatedly explained to the customers that we knew nothing of the situation and that they would need to talk to Cathy, who was out of town, and would return on MondayThey got louder and became very belligerent as more customers entered the shop It was like they had an audience and were taking advantage of it MrsC [redacted] had noted on Mr***’s sales order that his account was to be credited, and one part marked as ‘removed’, but I had no idea what that meant since the marked part was still on the sales order in our computer I saw no note for ‘refund’ I told both of them that if they were due a refund, Cathy would be happy to take care of it on Monday when she returns If they did not want to make the trip back in, just call and talk to Cathy on the phone We could send a check without them making the extra trip This was not good enough for either of them The woman started threatening that in this age of social media, we were not smart to refuse the customers’ demands In fact, I personally felt like they were trying to bully us into making a refund that neither Charlie nor I felt comfortable doing with our lack of knowledge of the situation They would not accept that we would be happy to resolve the situation on Monday, and they SLAMMED a PNEUMATIC storm door on their way out of the shop To the best of my knowledge, neither of them has called today The envelope from the Revdex.com, which was received in today’s mail is the first I’ve heard from either of them since the event occurred When Cathy came in today, she was made aware of the situation and said they are indeed due a refund, therefore, the issue will be resolved to their satisfaction As far as the comment about being racist, that had absolutely nothing to do with the situation I would guess that our customer base is about 40% African-American, 20% Hispanic and 40%white Mr [redacted] is African-American, and his lady friend is white! The refusal to give the refund had to do with lack of knowledge of the situation, and not skin color! I can’t believe that was even mentioned!! Respectfully, Jacque L A [redacted] Administrative Assistant For Cathy C***, owner

Revdex.com:Jackie is a blatant liar as no door slamming(a screen door)or cursing occurredI RECORDED AND PHOTOGRAPHEDCharlie was present for of the visits and was aware of the incorrect parts and? missing partsKathy is very helpful and considerate.(she was not there) all we wanted was a $refund the invoice was marked ? but Jackie refused I have reviewed the? response made by the business in reference to complaint ID [redacted] , and have determined that the response? would not resolve my complaint.? For your reference, details of the offer I reviewed appear below Regards, [redacted] ***

I am responding on behalf of Cathy C***, owner of Re-Power, Inc., as she was out of town when these events took place. I am her administrative assistant, and was here when the problem took place
*** *** placed an order for parts on August 5thI did not handle the order, nor was
I in anyway involved with Mr*** and his order, so I do not know what has taken place with receipt or non-receipt of parts
The two people who did know that information were not in the shop on August 18th when Mr*** and his lady friend came in for a refund
When they came in to Re-Power that day, they were first met by Charlie, who works part-time, and who also knew nothing about this transaction, therefore we were both at a loss.
Both of us repeatedly explained to the customers that we knew nothing of the situation and that they would need to talk to Cathy, who was out of town, and would return on MondayThey got louder and became very belligerent as more customers entered the shop. It was like they had an audience and were taking advantage of it
MrsC*** had noted on Mr***’s sales order that his account was to be credited, and one part marked as ‘removed’, but I had no idea what that meant since the marked part was still on the sales order in our computer. I saw no note for ‘refund’
I told both of them that if they were due a refund, Cathy would be happy to take care of it on Monday when she returns. If they did not want to make the trip back in, just call and talk to Cathy on the phone. We could send a check without them making the extra trip. This was not good enough for either of them. The woman started threatening that in this age of social media, we were not smart to refuse the customers’ demands.
In fact, I personally felt like they were trying to bully us into making a refund that neither Charlie nor I felt comfortable doing with our lack of knowledge of the situation. They would not accept that we would be happy to resolve the situation on Monday, and they SLAMMED a PNEUMATIC storm door on their way out of the shop
To the best of my knowledge, neither of them has called today. The envelope from the Revdex.com, which was received in today’s mail is the first I’ve heard from either of them since the event occurred
When Cathy came in today, she was made aware of the situation and said they are indeed due a refund, therefore, the issue will be resolved to their satisfaction
As far as the comment about being racist, that had absolutely nothing to do with the situation. I would guess that our customer base is about 40% African-American, 20% Hispanic and 40%white.
Mr*** is African-American, and his lady friend is white! The refusal to give the refund had to do with lack of knowledge of the situation, and not skin color! I can’t believe that was even mentioned!!
Respectfully,
Jacque L A***
Administrative Assistant
For Cathy C***, owner

Revdex.com:Jackie is a blatant liar as no door slamming(a screen door)or cursing occurredI RECORDED AND PHOTOGRAPHEDCharlie was present for of the visits and was aware of the incorrect parts and missing partsKathy is very helpful and considerate.(she was not there) all we wanted was a $refund the invoice was marked but Jackie refused
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

Revdex.com:Jackie is a blatant liar as no door slamming(a screen door)or cursing occurredI RECORDED AND PHOTOGRAPHEDCharlie was present for of the visits and was aware of the incorrect parts and? missing partsKathy is very helpful and considerate.(she was not there) all we wanted was a $refund the invoice was marked ? but Jackie refused
I have reviewed the? response made by the business in reference to complaint ID ***, and have determined that the response? would not resolve my complaint.? For your reference, details of the offer I reviewed appear below
Regards,
*** ***

I am responding on behalf of Cathy C[redacted], owner of Re-Power, Inc., as she was out of town when these events took place.  I am her administrative assistant, and was here when the problem took place.
 
[redacted] placed an order for parts on August 5th. I did not handle the order, nor was...

I in anyway involved with Mr. [redacted] and his order, so I do not know what has taken place with receipt or non-receipt of parts.
The two people who did know that information were not in the shop on August 18th when Mr. [redacted] and his lady friend came in for a refund.
 
When they came in to Re-Power that day, they were first met by Charlie, who works part-time, and who also knew nothing about this transaction, therefore we were both at a loss. 
 
Both of us repeatedly explained to the customers that we knew nothing of the situation and that they would need to talk to Cathy, who was out of town, and would return on Monday. They got louder and became very belligerent as more customers entered the shop.  It was like they had an audience and were taking advantage of it.
 
Mrs. C[redacted] had noted on Mr. [redacted]’s sales order that his account was to be credited, and one part marked as ‘removed’, but I had no idea what that meant since the marked part was still on the sales order in our computer.  I saw no note for ‘refund’.
 
I told both of them that if they were due a refund, Cathy would be happy to take care of it on Monday when she returns.  If they did not want to make the trip back in, just call and talk to Cathy on the phone.  We could send a check without them making the extra trip.  This was not good enough for either of them.  The woman started threatening that in this age of social media, we were not smart to refuse the customers’ demands. 
 
In fact, I personally felt like they were trying to bully us into making a refund that neither Charlie nor I felt comfortable doing with our lack of knowledge of the situation.  They would not accept that we would be happy to resolve the situation on Monday, and they SLAMMED a PNEUMATIC storm door on their way out of the shop.
To the best of my knowledge, neither of them has called today.  The envelope from the Revdex.com, which was received in today’s mail is the first I’ve heard from either of them since the event occurred.
 
When Cathy came in today, she was made aware of the situation and said they are indeed due a refund, therefore, the issue will be resolved to their satisfaction.
 
As far as the comment about being racist, that had absolutely nothing to do with the situation.  I would guess that our customer base is about 40% African-American, 20% Hispanic and 40%white. 
 
Mr. [redacted] is African-American, and his lady friend is white!  The refusal to give the refund had to do with lack of knowledge of the situation, and not skin color!  I can’t believe that was even mentioned!!
 
Respectfully,
 
 
 
 
Jacque L A[redacted]
Administrative Assistant
For Cathy C[redacted], owner

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Please see attached photos.Regards,
[redacted]

I'm so sorry. I promise to send [redacted] an email tomorrow

Unfortunately, most of what this customer has written isn’t true.  I knew nothing about warped or lop sided doors.  If there is a problem, we are happy to make any necessary arrangements to find the solution and achieve it.  The counter top wasn’t measured wrong.  The installer...

did not install the counter top correctly.  The customer hasn’t told me to stop texting.  We have been texting each other since the project started.  The customer has hired people who do not know what they are doing and  wants to blame the products.  There isn’t anything else to complete.  We have finished the job and also have been back to install new pieces for the counter top in order to satisfy the customer.  The customer has been complaining about things which are irrelevant in order to achieve one goal, and that goal is to not pay the balance on the invoice.  The customer owes another contractor money for work completed and has used similar tactics to not pay $2000 to the contractor.  I pride myself and the reputation of the company on being ethical, honest and professional.    Unfortunately, this customer wants to use tactics to avoid paying the $800 owed on the counter top.   We are always interested in achieving the highest in customer satisfaction with our customers.  Customer satisfaction is the absolute number one priority of Roanoke River Cabinetry. We have so many satisfied customers because we offer great quality products, great service at prices which often times save homeowners thousands of dollars.