Complaint: [redacted] I am rejecting this response because:Jim - I am truly entertained by your excuse making it seem that the customer was a major inconvenience to you. Truth of the matter is that I called multiple times during the week to set an appointment to have my topper set back on... the truck. I was told by you that you only have a helper (your son) a couple of days per week and it would be best if I could come down on a Friday or Saturday. I asked what time would best for you and was told just to come down. I called Friday to advise that I was heading down, and yes, you did in fact tell me that you were busy, but to come down anyway. I asked about the wiring and you told me that if it was something in depth that you likely wouldn't have time, but you would look and make sure it wasn't something simple to determine that. I agreed. When I arrived, I gave you the keys and didn't present any timeline. I knew you had other trucks lined up, and was willing to wait. My issue here is the absolute lack of customer service from either you or your son. After the shell was set back on, your son came into the shop to tell me it was all done. I asked if the wiring was addressed and was immediately told that there wasn't time for that. I asked if it was even looked at to determine if it was something simple and was again told that there wasn't time for that. I was told that it could just be something simple and that I should check the fuses. I asked what fuse block you all tied into when you wired the shell and the response was just to check all the fuses under the hood. You and I both know this was a garbage answer to get me out the door. You had other customers in your store that were interested in buying a tonneau cover and you were more interested in speaking with them than closing this issue out. Finally, your son asked me if I had the keys to the shell. I told him that I did not, because I rely on the e-lock (which I paid extra for...to include extra for wiring it in). It was then I was told that this was also not working. My frustration with your lack of customer service is that this was the only feature still working on the shell when I dropped it off two weeks prior. When I asked why that was suddenly not working, I was told it was probably something simple, but you all didn't have time to look at it...common theme here.Basically Jim, you have already been paid for the shell, and you have no interest in service after the sale. I intend to share this story with anyone I know looking for a topper. I also feel that [redacted] should be embarrassed to have their name and brand represented by a business that is only interested in making the sale and could care less about service after the sale. This entire transaction reflects negatively on both Mountain Toppers and [redacted] . As I stated previously, I refuse to drive the hour and a half back (one way) to your store, only to be treated in the same manner I have been to date. While the hooks in the ceiling issue has been resolved, the outstanding issue with the shell is 100% the fault of poor wiring and Mountain Toppers not taking the time to do a proper install. Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because:Jim - I am truly entertained by your excuse making it seem that the customer was a major inconvenience to you. Truth of the matter is that I called multiple times during the week to set an appointment to have my topper set back on... the truck. I was told by you that you only have a helper (your son) a couple of days per week and it would be best if I could come down on a Friday or Saturday. I asked what time would best for you and was told just to come down. I called Friday to advise that I was heading down, and yes, you did in fact tell me that you were busy, but to come down anyway. I asked about the wiring and you told me that if it was something in depth that you likely wouldn't have time, but you would look and make sure it wasn't something simple to determine that. I agreed. When I arrived, I gave you the keys and didn't present any timeline. I knew you had other trucks lined up, and was willing to wait. My issue here is the absolute lack of customer service from either you or your son. After the shell was set back on, your son came into the shop to tell me it was all done. I asked if the wiring was addressed and was immediately told that there wasn't time for that. I asked if it was even looked at to determine if it was something simple and was again told that there wasn't time for that. I was told that it could just be something simple and that I should check the fuses. I asked what fuse block you all tied into when you wired the shell and the response was just to check all the fuses under the hood. You and I both know this was a garbage answer to get me out the door. You had other customers in your store that were interested in buying a tonneau cover and you were more interested in speaking with them than closing this issue out. Finally, your son asked me if I had the keys to the shell. I told him that I did not, because I rely on the e-lock (which I paid extra for...to include extra for wiring it in). It was then I was told that this was also not working. My frustration with your lack of customer service is that this was the only feature still working on the shell when I dropped it off two weeks prior. When I asked why that was suddenly not working, I was told it was probably something simple, but you all didn't have time to look at it...common theme here.Basically Jim, you have already been paid for the shell, and you have no interest in service after the sale. I intend to share this story with anyone I know looking for a topper. I also feel that [redacted] should be embarrassed to have their name and brand represented by a business that is only interested in making the sale and could care less about service after the sale. This entire transaction reflects negatively on both Mountain Toppers and [redacted] . As I stated previously, I refuse to drive the hour and a half back (one way) to your store, only to be treated in the same manner I have been to date. While the hooks in the ceiling issue has been resolved, the outstanding issue with the shell is 100% the fault of poor wiring and Mountain Toppers not taking the time to do a proper install. Sincerely, [redacted] ***