Pick-N-Pull

In response to Mr***'s commentsMr*** has, in fact, exchanged four batteries from our storeThree of those exchanges were granted after expiration of the posted/printed 30-day return or exchange policyAll of the batteries he purchased were subjected to our standard testing and charging processThey all met the criteria for suitability for retail saleOur Washington-area District Manager personally handled the last exchange for the customer, and performed a second, ad hoc test at the time of the transaction, showing the customer the meter and results at that timeThe battery tested fineWe did attempt to discuss the other factors, personal to this customer's vehicle, that could contribute to or be damaging to a battery, as wellAll of our batteries are eligible for our 30-day return or exchange policyAs stated, we have exchanged three batteries for this customer beyond that period in an attempt to make this customer happyIt is our belief that there is something wrong with the vehicle which is, ultimately, causing the damage to the batteriesWe do not feel that a full refund of the purchase price is justified at this time, as we have supplied a replacement product on, now, four occasions

Here is the reply from the call center director.Ok, so here is the issueWhen the customer requested the online quote, she did not provide a VIN numberso the price was quoted based on the information provided in the quote request– year, make, model, resulting in a price of $ She later called inand upon providing the VIN number, the price of the vehicle changed, resultingin a new price of $ She was then given a price adjustment (standardpractice) of $for a new quote price of $There is a disclaimer on theemail quote that was sent back to her stipulating that the price is based onthe accuracy of the information provided In this case, once the VIN wasentered, it adjusted the price of her vehicle to the accurate amount Theemail that was sent to her is below The disclaimer is at the bottom.The initial email quote we provide is just arough estimate as we most often don’t have all of the necessary information inthe original quote request from the customer Once we get the accurateinformation, ask about damages, etc., the price almost always changes.==========Original Email to the Customer=============Thankyou for your interest in Pick-N-Pull’s Cash for Junk Cars programBased on theinformation provided, we are happy to offer you:$336.00To complete your order for pick up orfor the store location nearest you please contact us at: [redacted] Select Option “1” Please have your title in hand whenyou callYour reference numberis the phone number that you providedOurcontact center representatives are available to assist you Monday throughFriday from 5:a.mto 6:p.m., and Saturday and Sunday from 5:a.mto5:p.m(Pacific Standard Time)PLEASE NOTE:Our quotes are subject to change daily and offered according to theaccuracy of the information provided.Any additional orunmentioned damages may affect the above quoted price Our quotes areguaranteed for hours and saved under your reference number, which is thephone number that you provided

Thank you for your feedback. We love to hear from our customers because it helps us work towards collectively valuable solutions and hone our practices. We are truly sorry for the delay in receiving your payment. A new check has been issued and expedited to your address. The details you provided... have helped us find a solution, and we will work to make sure this situation does not occur in the future.

I am rejecting th is response beca use:All the test wa s wrong and every battery I had took too have tested at *** and everyone failed there test and the Manger I talk to told me they will test it and it showed it was low on the test and I took that one to *** and they tested it three times and it showed the battery was no good When I first bought the battery they told me day warranty or exchange when I went back days later because I work they exchange it and I ask the guy if it restart my day warranty and he said yes it does and I have all the receipts to show how many I exchange and they were no good the Manger never tested the fourth one I got she had someone else do it and he showed me the test and it said it was weak and I asked him if it was good and he said yes it just need to be charged so I took it to *** to have them check it they did it three times and it said it was bad so I called them and they said I only had that day to take it back I didn't have a way back there so I bought one from *** and it works great.I just want my money back you can contact me at *** *** *** thanks

I am rejecting this response because: The original quote of $has not been honoredIf a VIN number is required for an accurate quote then you should be asking that information on your quote form as to not mislead the customerThis is misleading advertisement and is an unfair business practiceIf you cannot give an accurate quote based on the information you ask on your website then you should not offer that as a service for customers to get an online quote

I am rejecting th is response beca use:All the test wa s wrong and every battery I had took too have tested at autozone and everyone failed there test and the Manger I talk to told me they will test it and it showed it was low on the test and I took that one to autozone and they tested it three times and it showed the battery was no good When I first bought the battery they told me day warranty or exchange when I went back days later because I work they exchange it and I ask the guy if it restart my day warranty and he said yes it does and I have all the receipts to show how many I exchange and they were no good the Manger never tested the fourth one I got she had someone else do it and he showed me the test and it said it was weak and I asked him if it was good and he said yes it just need to be charged so I took it to autozone to have them check it they did it three times and it said it was bad so I called them and they said I only had that day to take it back I didn't have a way back there so I bought one from autozone and it works great.I just want my money back you can contact me at *** *** *** thanks

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
 pick & pull took care of my problem, and I'm happy with the results

Our Regional Manager has spoken to the site Manager and has left a message for the customer. We will issue the customer a refund and charge him, rather, for a set of two tires, while educating him on our policy regarding custom set purchases.

I am rejecting this response because: The law in the state of Virginia enforce retail to clarify its policy and place its signs in the store by cash register where it is visible to customers.The retail also has no right of collecting money without offering a receipt. Our lawyer is working in filling a lawsuit against the company for violating the state law. Thanks.

On 5/7/15, the customer requested a quote on for a 1998 Ford Ranger XLT through the Pick-N-Pull website. They received an email response stating a price of $305 with a disclaimer that the quote was valid for 24 hours; and, if there was any damage to the vehicle which was not stated at the...

time of the initial quote, the price of the vehicle was subject to change.On 6/1/15, the customer called the Pick-N-Pull call center and the vehicle stated above was purchased for $247.  The price was lower than the original $305 quote due to Pick-N-Pull’s fluctuating prices (there was a decrease between 5/7/15 and 6/1/15); and, the vehicle incurred damage deductions due to its four missing tires.  The customer’s vehicle was picked up by a contracted Pick-N-Pull tow vendor on 6/5/15. The customer was provided with a check for $247 at that time.  The customer was never provided with a check for $187. The customer has since cashed the check for $247.

In response to Mr. [redacted]'s comments... Mr. [redacted] has, in fact, exchanged four batteries from our store. Three of those exchanges were granted after expiration of the posted/printed 30-day return or exchange policy. All of the batteries he purchased were subjected to...

our standard testing and charging process. They all met the criteria for suitability for retail sale. Our Washington-area District Manager personally handled the last exchange for the customer, and performed a second, ad hoc test at the time of the transaction, showing the customer the meter and results at that time. The battery tested fine. We did attempt to discuss the other factors, personal to this customer's vehicle, that could contribute to or be damaging to a battery, as well. All of our batteries are eligible for our 30-day return or exchange policy. As stated, we have exchanged three batteries for this customer beyond that period in an attempt to make this customer happy. It is our belief that there is something wrong with the vehicle which is, ultimately, causing the damage to the batteries. We do not feel that a full refund of the purchase price is justified at this time, as we have supplied a replacement product on, now, four occasions.

As we have found that more customers object to the waste of paper caused by printing receipts for admission, we do not typically just print those. Customers are afforded the opportunity to receive a printed receipt at the POS, however. I am very sorry this customer did not know that we always issue receipts for admission when requested. As far as offering a refund for the admission, nowhere in our stores is there any signage that states customers will be granted a refund if a particular part cannot be found.  We will, however, send this customer a free entry voucher, if they would like.

Our Regional Director for the South Bay area spoke with the customer, and, though we are not responsible for the illegal...

theft of his hubcaps in our parking lot, we are going to replace the two stolen hubcaps when we have two come into the store. The customer agreed to be patient while we look for the replacement hubcaps in our inventory.

We have spoken with the customer and the complaint has been resolved.  After they provided documentation and receipts for some of the repairs that the vehicle needs, we settled on a $700 refund and a set of tires that we had on the sales floor.The customer was very happy with...

this out come and said that they too will respond to the Revdex.com and inform them that the complaint has been resolved.

In response to Mr. [redacted]'s comments... Mr. [redacted] has, in fact, exchanged four batteries from our store. Three of those exchanges were granted after expiration of the posted/printed 30-day return or exchange policy. All of the batteries he purchased were subjected to our standard testing and charging process. They all met the criteria for suitability for retail sale. Our Washington-area District Manager personally handled the last exchange for the customer, and performed a second, ad hoc test at the time of the transaction, showing the customer the meter and results at that time. The battery tested fine. We did attempt to discuss the other factors, personal to this customer's vehicle, that could contribute to or be damaging to a battery, as well. All of our batteries are eligible for our 30-day return or exchange policy. As stated, we have exchanged three batteries for this customer beyond that period in an attempt to make this customer happy. It is our belief that there is something wrong with the vehicle which is, ultimately, causing the damage to the batteries. We do not feel that a full refund of the purchase price is justified at this time, as we have supplied a replacement product on, now, four occasions.

While the posters and flyers advertising the July sale did specifically excluded batteries, the generic banner hanging at the site did not. The customer was contacted and was allowed to purchase a battery at the 50 percent rate. He returned to the store and did so on July 20, 2017.

Thank you for your feedback. We love to hear from our customers because it helps us work towards collectively valuable solutions and hone our practices. We are truly sorry for the delay in receiving your payment. A new check has been issued and expedited to your address. The details you provided...

have helped us find a solution, and we will work to make sure this situation does not occur in the future.

Here is the reply from the call center director.Ok, so here is the issue. When the customer requested the online quote, she did not provide a VIN numberso the price was quoted based on the information provided in the quote request– year, make, model, resulting in a price of $336.  She...

later called inand upon providing the VIN number, the price of the vehicle changed, resultingin a new price of $228.  She was then given a price adjustment (standardpractice) of $50 for a new quote price of $278. There is a disclaimer on theemail quote that was sent back to her stipulating that the price is based onthe accuracy of the information provided.  In this case, once the VIN wasentered, it adjusted the price of her vehicle to the accurate amount.  Theemail that was sent to her is below.  The disclaimer is at the bottom.The initial email quote we provide is just arough estimate as we most often don’t have all of the necessary information inthe original quote request from the customer.  Once we get the accurateinformation, ask about damages, etc., the price almost always changes.==========Original Email to the Customer=============Thankyou for your interest in Pick-N-Pull’s Cash for Junk Cars program. Based on theinformation provided, we are happy to offer you:$336.00To complete your order for pick up orfor the store location nearest you please contact us at:[redacted]
Select Option “1” Please have your title in hand whenyou call. Your reference numberis the phone number that you provided. Ourcontact center representatives are available to assist you Monday throughFriday from 5:00 a.m. to 6:30 p.m., and Saturday and Sunday from 5:00 a.m. to5:00 p.m. (Pacific Standard Time). PLEASE NOTE:Our quotes are subject to change daily and offered according to theaccuracy of the information provided.Any additional orunmentioned damages may affect the above quoted price.  Our quotes areguaranteed for 24 hours and saved under your reference number, which is thephone number that you provided.

I responded to Mr. [redacted]’s situation immediately and let him know that we would take care of him. I checked with our Store Manager, [redacted] to see if we had a duplicate set of tires for him for an exchange but he was on PTO. I responded back to Mr. [redacted] to inform him of [redacted]’s absence and...

that he would be in touch with him upon his return. When [redacted] came back from is time off Mr. [redacted] was contacted and instructed that we had found an almost new full set of tires for him that was a match to his returned set and he was welcome to come pick them and make the exchange. He came to the store and made the exchange and left quite happy. Thanks,[redacted]