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
I am very sorry for the experience the [redacted] have had in our service departmentI have contacted Mr [redacted] and updated himWe are sending drivers to Indiana to pick up remaining parts that still have not shipped to usI then will make sure his camper is repaired in a timely manor and hope to have no further problemsMr [redacted] was very forgiving and we appreciate there business.Thank You [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 [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
I am very sorry for the experience the [redacted] have had in our service departmentI have contacted Mr [redacted] and updated himWe are sending drivers to Indiana to pick up remaining parts that still have not shipped to usI then will make sure his camper is repaired in a timely manor and hope to have no further problemsMr [redacted] was very forgiving and we appreciate there business.Thank You [redacted]
We have resolved this issue with Mr [redacted] from Bob Ledford RVThank you very much for your assistance