Seat Cover Center (1971) Ltd

Initial Business Response / [redacted] (1000, 11, 2015/06/29) */ FACTS The problem he has with his convertible is the pivot arm on the passenger side of the frame is broken There is nothing wrong with the installation of the top & window he supplied and we installed What we were paid for was the installation of the top & window The repairs to the frame would be extra [redacted] The customer's top frame is known in the trade as a Scissor Top, which was unique to GM for only a few years, in the 70'sIf any of the pivots are worn or parts installed incorrectly the top will get hung up The customer had frame work done at another shop before we worked on it The first time I met the customer is when he came to the shop & his top was down He complained to me that he had to have people to help him get it down, that it was not sitting down in the well like it was before we installed the top & window and now it won't come up(The frame was broken not the material binding) I had the technician come out and together we had to undo the back-end of the frame as the top was so jammed down into the well and the pivot arm so bent that it would not even close manually(He should never have forced the top) We were able to get the top up & latched and advised the customer to leave the top closed till the frame can be fixed as he could damage the top if he manually puts it up & downOur staff saw the car shortly after with top down(We never charged him) The second time I met the customer we had an appointment at 10:he came in late afternoon, no phone call [redacted] I had to direct the staff to advise the customer that he needs to see me only and they made an appointment with me The customer at that meeting was yelling & threatening me about calling the police if we didn't fix his top at our costI had to ask him to stop yelling The customer wanted me to order the pivot armI was not comfortable with that as I explained to the customer that replacing the pivot arm without looking at what caused it will just make the situation worse if it fails again I ask the customer if this was his daily driver and he advised that this was one of many cars he ownedI told the customer we are moving to larger facility and would have room to put it inside and when we have some idle time we would put an hour or two of our time, no cost to him to determine what's wrong with his frame & give him an estimate to fix When I advised him that any parts or labour to fix the frame he would have to agree to pay, again more yellingHe said he paid to have the top done & won't pay any more Response to Customer complaint The parts he wants back are on the car What the customer paid for was the installation of the top & window not repairs to his convertible top frame We can't warranty things we haven't charged for We have offered at no cost to him to take apart the necessary components to determine the cause of and provide an estimate for, fixing the frame, so long as he agrees to pay for the repair if he chooses to fix it When he refused we advise him to take it somewhere elseThere's nothing we can do for him We know nothing about the two cylinders as this the first we heard of it When we get our new facility set up (around the first of September), I would still come back over to bring his car in to work on it for free to determine what is wrong & provide an estimate, with conditions: if he wants us to fix it he will pay the costs, OR if he doesn't want us to fix it this matter is closed Yours Truly, Seat Cover Centre (1971) Ltd [redacted]

Revdex.com:Please remove this complaint. The company was extremely helpful in bringing this issue to a resolve and was not directly involved in the issues at hand.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is...

satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Dear [redacted], We would like to firstly apologize for any inconvenience we may have caused you. Obviously, we have failed to provide you with the terms of the business financing you were looking for. It appears we failed to communicate on several levels and are sorry that you felt the need to...

take this into this forum. It is not clear what resolution you are seeking but we would like to address several inconsistencies in your letter. The first contact was never made by us. WE DO NOT CONTACT UNSOLICITED BUSINESSES. We did not solicit you. We only respond to inquiries through our print ads, radio and TV media or online searches. In your case we received an inquiry made by you from a local IP address of [redacted], with a unique google [redacted] of [redacted], we received your inquiry on Saturday night 09-**-2015 09:22 PM EST, with your unique Browser Information: Mozilla/5.0 (Windows NT 6.3; WOW64; rv:40.0) Gecko/20100101 Firefox/40.0 Page ID: [redacted]. We apologize if you cannot recall inquiring with us but, I can assure you- you did. You mentioned that you applied to several other solicitations. Perhaps a lot of your frustration should be more appropriately guided towards them. You mentioned not wanting your credit pulled. WE DO NOT PULL CREDIT. We are not sure exactly why you think we did. You mentioned something about a veiled attempt to collect fees. We are a different company as you mentioned and we NEVER CHARGE OUR CLIENTS UPFRONT FEES. There were no fees attempted to be charged to you for the work that we did, nor was there any fees on our part for offering or for you taking the 18 month offer that we were able to secure for you. To summarize: We did not charge any fees, were not charging any, nor would you have been charged any (other than the offer itself). Our records indicate that you received our offer to you with our ZERO fees including as a summary page to your offer. Perhaps you can revisit the emails you received before completing your response to this defamatory accusation. Our rates start as low as 5.49% APR. We are not exactly sure why you were only told that they start at 12% APR. It could have been several factors that allowed Eric’s expertise to determine your ineligibility for certain programs. We recognize the importance of keeping things private and will respect the confidentiality of all information regarding your application. The ability to secure an 18 month offer for a considerable sum was the best offer at that time. Were the lines of communication kept open perhaps we could have done better with more information such as Tax returns, P&L, etc. that are typically required for larger, long term, lower rate approvals. Eric is one of our company’s most senior and respected agents with a track record that goes back years. He has helped hundreds of businesses owners such as yourself many of which are very grateful for having made his acquaintance, utilized his time, effort, expertise and most notably his straightforward honesty and candor. We are sorry your frustrations led you to this but, to accuse him of being a liar is critically unfair as is most of what you wrote “if it is not-in fact illegal.” We are a family owned business and have been doing business like this for over 8 years, with complaints very few and far between. We pride ourselves on making good things happen for our clients. If there is anything that we can do for you, please reach out to us at any time.

Initial Business Response /* (1000, 11, 2015/06/29) */
FACTS
The problem he has with his convertible is the pivot arm on the passenger side of the frame is broken.
There is nothing wrong with the installation of the top & window he supplied and we installed.
What we were paid for was the...

installation of the top & window.
The repairs to the frame would be extra
[redacted]
The customer's top frame is known in the trade as a Scissor Top, which was unique to GM for only a few years, in the 70's. If any of the pivots are worn or parts installed incorrectly the top will get hung up.
The customer had frame work done at another shop before we worked on it.
The first time I met the customer is when he came to the shop & his top was down.
He complained to me that he had to have 2 people to help him get it down, that it was not sitting down in the well like it was before we installed the top & window and now it won't come up. (The frame was broken not the material binding)
I had the technician come out and together we had to undo the back-end of the frame as the top was so jammed down into the well and the pivot arm so bent that it would not even close manually. (He should never have forced the top)
We were able to get the top up & latched and advised the customer to leave the top closed till the frame can be fixed as he could damage the top if he manually puts it up & down. Our staff saw the car shortly after with top down. (We never charged him)
The second time I met the customer we had an appointment at 10:00 he came in late afternoon, no phone call.
[redacted]
I had to direct the staff to advise the customer that he needs to see me only and they made an appointment with me.
The customer at that meeting was yelling & threatening me about calling the police if we didn't fix his top at our cost. I had to ask him to stop yelling.
The customer wanted me to order the pivot arm. I was not comfortable with that as I explained to the customer that replacing the pivot arm without looking at what caused it will just make the situation worse if it fails again.
I ask the customer if this was his daily driver and he advised that this was one of many cars he owned. I told the customer we are moving to larger facility and would have room to put it inside and when we have some idle time we would put an hour or two of our time, no cost to him to determine what's wrong with his frame & give him an estimate to fix.
When I advised him that any parts or labour to fix the frame he would have to agree to pay, again more yelling. He said he paid to have the top done & won't pay any more.
Response to Customer complaint.
The parts he wants back are on the car.
What the customer paid for was the installation of the top & window not repairs to his convertible top frame.
We can't warranty things we haven't charged for.
We have offered at no cost to him to take apart the necessary components to determine the cause of and provide an estimate for, fixing the frame, so long as he agrees to pay for the repair if he chooses to fix it.
When he refused we advise him to take it somewhere else. There's nothing we can do for him.
We know nothing about the two cylinders as this the first we heard of it.
When we get our new facility set up (around the first of September), I would still come back over to bring his car in to work on it for free to determine what is wrong & provide an estimate, with 2 conditions: 1 if he wants us to fix it he will pay the costs, OR 2. if he doesn't want us to fix it this matter is closed.
Yours Truly,
Seat Cover Centre (1971) Ltd.
[redacted]