Prestige Auto Specialties Inc

Initial Business Response /* (1000, 6, 2015/09/10) */
After receiving your letter regarding [redacted], I have checked into this situation regarding his sunroof installation with my employees [redacted] who works with the customers and takes their orders and [redacted] my shop foreman. I would like you...

to know that we are not a retail company and do not advertise to the public.We are a wholesale installation facility and our primary customers are car dealerships. The following statements came from them since they both worked directly with Mr. [redacted]. [redacted] states: Mr [redacted] called me 2 times on Saturday 8/22 to ask pricing and when we could install a sunroof.He called again on Sunday to let me know he would be dropping off his truck on Monday.At no point in any of the conversations did he request a Hollandia 700 series roof.He did mention Webasto and was adament about auto close.He asked me about auto close several times.I told him we could do the auto close roof for an additional $100 making his total $1399 plus tax. He told me that a competetor would do the same roof for $1299 with the auto close feature but he would rather do work with Prestige and asked if I would match the price which I agreed to do. He again asked me if the roof would be auto close and I again told him yes it would and he said "I need to hear you say it, I knew it would but I just needed to hear it" and he laughed. When he arrived on Monday morning to drop off his truck, myself and our shop foreman [redacted] both spoke with him and Mr [redacted] asked to see a photo of the sunroof we would be installing in his truck. I asked [redacted] if we had a vehicle in the shop with this roof in it and he said yes and took the customer into the shop to see the roof. In that vehicle we were installing a Webasto full feature sunroof with auto close. Mr [redacted] agrred that that roof is what he wanted and left his truck with us to install an auto close inbuilt sunroof. I entered a work order in the system and printed it out for the installer. Several hours later Mr [redacted] called to ask what time he could pick up his truck and I gave him a time. I don't remember the exact time but it was in the mid afternoon. When he arrived I finished his paperwork and printed out his copy for him. He wanted to look at it before he paid and he went out to do so. He came back inside upset because he noticed a scuff on the truck.I called the installer to look at it and he told Mr [redacted] that it could be easily buffed out and offered to do so. Mr [redacted] said he would call back at another time to schedule it. He was very upset about the scuff and I assured him we would be able to buff it out and I appologized. He kept saying over and over " how could you do this to me? How could you damage my truck?" I told him that no one did anything intentional to him and again assured him that we would be able to buff out the scuff. He paid COD and he left. Later that day around approximately 5pm Mr [redacted] called me and said we put the wrong roof in his truck. I explained to him that it was the correct roof that we spoke about and it was the same roof [redacted] showed him earlier that morning. I assured him that it has the auto close feature which is what I thought his confusion was about. Then he said he had wanted a Hollandia roof. I told him he had not specified that in the beginning but he asked about the auto close feature several times and he had gotten the auto close feature with his sunroof a top of the line Webasto roof. Then he called me a f[redacted]ing liar, said his roof was not deluxe that it was just a standard roof and how could I do this to him. I assured him that I did nothing misleading to him and we installed the roof we had talked about over the weekend and it was the same roof he looked at that morning which he approved and paid for. Then he asked me how I could sleep at night doing this to him and how much of the money did I pocket. I told him I was highly offended by his accusations and I did nothing to him. He replied " I don't give a [redacted] what you are highly offended about and again called me a liar. He said he was going to file a complaint against me personally. He then hung up on me.He called back the next morning and appologized to me for how he acted. My shop foreman [redacted] states: Mr. [redacted] came in on a Monday morning and we looked at an existing installation of the same roof we installed into his truck.He said he wanted to make sure it had the auto close feature, which it did. This was not Mr [redacted]s first inquiry into a sunroof for his truck. He came into the shop earlier in the spring to inquire about getting one and observed the installation of the same roof installed into his truck being installed into a Dodge Ram truck. The following day after his job was completed Mr [redacted] came into the shop early in the morning and we addressed the scuffed area he had a concern with. I polished by hand the scuff because he did not want me to use a buffer and he watched the entire time. He was fine with the results. He even asked what kind of polish I was using because he liked how well it worked. After reviewing his complaint on your website Mr [redacted]s emails to the other company were from May 2015. The special pricing deal they made with him was only going to be valid for a 2 week period. We were unaware of the timing of this quote. We feel as though we were mislead on the pricing request.Mr. [redacted] signed off on the paperwork and made no documentation of problems he is accusing us of and paid his bill in full.We have no knowledge of any interior problems with the headliner area but will be happy to address any other concerns he may have. As of this date, we have not heard back from him.
[redacted] President Prestige Auto Specialties, Inc