MMI Distribution, Inc.

Gerry's Automotive has performed work on two of our vehicles. During oil changes an exhaustive checklist is completed which topped up vehicle fluids, tests them, grease the under carriage, and goes as far as filters and light bulbs. These services they performed very well.
A couple of years ago they replaced my air conditioning pump on my 2000 Durango. The new unit was faulty and made a terrible sound. They immediately replaced it and the air conditioning has been in excellent working condition ever since. They stand behind their work and their service charges in my opinion are a a good value. Thank you Fred for the years of good service. I highly recommend.

Review: I ordered a part# [redacted] (control board) for an ice machine on 06/**/2013 and on 7/**/2013 it was delivered to us. On 08/** I contacted and advised the sales rep [redacted] at [redacted] VIA chat log of the item was damaged. The box that was sent in appeared to be not damaged from outside. So the item was not installed or taken out of the box till a service was set up to install the item for the machine it was going in. When the technician took the item out the part had been damaged internally bent on a bracket and the inner board was cracked. Seth advised since we did not report it as a damage within 30 days there was nothing he could do or offer. I got in touch with the owner of the company [redacted] via email with approximately 15 conversations of counter offers and in the beginning no counter offer since I did not report it in time. I feel like customer service is not there top priority. I made a final offer I would pay $75.00 for a replacement part with shipping since the original item was sold at $200.00. [redacted] finally agreed but would not send an invoice to me for the amount agreed upon. She would only reimburse me the amount after I made the full purchase price. After I advised her I would only pay for an invoice for the amount we agreed upon she stated: "You really have some nerve. Now I know why we have never heard of you before. I spent all this time for you to make a comment like this? Do you think we would trick you? Forget the offer and good luck to you." I have to say that was an awful response. I have all transcripts from the emails we have had for your review also.Desired Settlement: I wish to have a replacement for the defective board that was sold to me. And an invoice sent to me for the amount we agreed upon since I went over the period of there warranty of $75.00 with shipping to me. Or full refund of $200.00

Business

Response:

On 6/**/13 we received an order ID FCP-2071 from Cannon's Appliance Service off our website fixice.com. This is the third order

that they have placed with us for ice machine parts since 2010. They also have a courtesy servicer discount with our company.

When creating an account, the customer is prompted to read and agree to our terms of service or they cannot register.

The item was shipped on 7/**/13 and the customer was sent an email confirmation with clear instructions to inspect the contents of the package

and once the package accepted, they are responsible for any possible concealed damage. A copy of this email is enclosed. The item was delivered on 7/**/13

to the customer.

On 8/** the customer initiated a live chat with one of our representatives asking about the warranty claiming the part was damaged.

The representative told him that at this time it was his responsibility to file a claim with UPS to be compensated for the damage.

The package was obviously not inspected upon delivery and was also past our 30 day warranty period as stated in our terms and conditions.

(http://www.fixice.com/terms-conditions.php). The customer became irate and threatened to "blog this chat log"

and subsequently threatened via email to charge back the purchase taking absolutely no responsibility to follow the terms and conditions of his purchase.

I do not allow my staff to deal with any customer who is irate or hostile and took on this case myself. After additional

threats to my staff by the customer, I introduced myself to the customer and explained our policies to him again. After

a few email exchanges, as a courtesy to a past customer, I asked him to make a fair offer so we can both move on

with our business. On 8/**/13 he emailed his ufair" proposal, which was for us to ship him a replacement at no charge.

This was obviously not a fair offer and asked him to try again. He responded on 9/**/13 to pay $50 against the $210 part.

I could not agree to this unfair offer as well. After a few more email exchanges and to stop the harassment, I proposed that he

pay $75 plus the cost of shipping.

I then explained the next steps in the same email. One option was to first return the original part and we

would then give him a discount code to order the replacement. A second option was in case if he needed the

dart sooner. He was to make a new purchase and then return the original part at which the time he would be

refunded the difference to the agreed upon offer. This was to ensure that we would get the original part back and

he would get his discount.

On 9/**/13 he asked for an invoice since "I cannot rely on reimbursement from you" basically stating that he

did not trust us while he had everything in writing. It seems that he was trying to get a part at a fraction of the cost with

no obligation to send back the original. I gave in writing, two very clear and fair options so he would held be comfortable

with any further transaction. At this point, I withdrew my courtesy offer as I lead by example to not be bullied by or have to deal with

unreasonable customers who do not follow procedure and also insult others.

After receiving the letter from the Revdex.com, we investigated further and see that on 9/** he actually

filed a damage claim with UPS, which he failed to mention to us. This means that he will be reimbursed for the original

part and would have received a replacement part at one quarter of the original cost. This is as close to fraud as you can get.

This UPS claim was initiated on 8/**/13 prior to my conversations with this customer,

which he completely failed to disclose. Had he inspected the package upon receipt or filed a warranty claim within 30 days

of his purchase, this would have been easily resolved by simply abiding to our terms

and conditions. Reporting "damage" almost 60 days after receipt is just Irresponsible to his customer. At what point are customers responsible?

If the part was in fact damaged 60 days later, we are confident that it was damaged while trying to

install the part and once again will not take responsibility for his actions. Anyone qualified to operate on these machines and especially a

"qualified" tech would have realized a damaged it was looked at and not 60 days later after a failed installation attempt.

As you can see this claim to the Revdex.com is completely unfounded and false. Unfortunately there are a few customers who like to

get something for nothing posting blame at everyone but himself.

Once he receives compensation from UPS for his damage claim, he may purchase another part from us using his

standard service discount.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

UPS has not paid for the claim and it has been rejected. I don't see a resolution from the company at all. Now they are making up stuff to make them look better. I am out of the control board that was defective no matter what.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

This customer did not abide by the terms and conditions of his purchase, which is agreed upon at the time of registration.

His complaint was made well after our warranty expired and claim for shipping damage.

The item was not reported damaged within the warranty period and was most likely damaged it upon his attempted install

of the item. We Inspect all parts that are shipped to our customer and are shipped In proper packing materials. Based on the denial

of the claim from UPS, they also must have thought the claim was baseless. We ship thousands of products and our customers

are more than satisfied with our courteous and exemplary reputation.

We sent a shipping confirmation email to the customer upon shipment, whlch explicitly states to inspect

all Items upon receipt and report damage within 24 hours.

We made a courtesy offer and the customer refused to pay asking to be "billed" forthe part, which means he simply

had no intention of paying for it.

We tried to deal with this customer amicably while he was quite abusive to our staff. He is continuing to abuse the Revdex.com system

where only legitimate claims should be filed.

The customer must simply take responsibility. Just because he filed with the Revdex.com, does not make him right

or validate his claim.