Simoniz USA, Inc

Complaint:
I am rejecting this response because:
The Simoniz stated that this order was shipped times and encountered various obstacles and
refusals along the wayI refused the package only once because it was smashed and leakingI attached the pictures for your reviewThe fourth package was
delivered on April 2, 2014. The promotional
item wasn't included with the order. The representative of Simoniz contacted me and promised to ship the promotional itemOnce I receive it, I will gladly close the case
Thank you for the follow up
Sincerely,
Daiva Savickiene

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Daiva Savickiene

Ms Savickienne is correct, she refused the order once due to damage. It was also refused at freight facilities and returned because of leaking, each time Simoniz advised our fulfillment house to reship the order, the shipments encountered problems. The promotional item was shipped on 4-4-14, Fed Ex tracking shows it was delivered on 4-7-14. Ms Savickeinne also has contact information for a Simoniz representative if she has any further questions or concernsWe certainly apologize for the amount of time it took to get Ms Savickienne's order delivered to her intact and appreciate her extraordinary paitence with this order

This promotion is part of our Direct Response Division, in accessing their website, we do see this order was shipped 4 times and encountered various obstacles and refusals along the way.  USPS tracking shows the fourth package was delivered on April 2, 2014.  We do not, however, see the...

promotional item included with the order.  We will ship that item directly from our home office.  We certainly apoligize for the difficulties you experienced with your order and hope that you will br fully satisfied with your Simoniz purchase.

We have reviewed Ms [redacted] complaint.  Simoniz will certainly reimburse the $36.30 she is requesting.  While the company we hired for this promotion followed standard policy, we are disappointed in the lack of customer service that Ms [redacted]...

received.  Each situation should be evaluated individually and it appears Ms [redacted]'s concerns were not thoroughly evaluated.  Simoniz strives to produce great products which we support with great customer service.  We truly apologize that this model was not met in this particular transaction and we thank Ms [redacted] for bringing this to our attention.  Simoniz is processing a reimbursement check for the requested amount of $36.30.

MESSAGE FROM BUSINESS:
Complaint ID#:...


[redacted]
Company Name: [redacted] USA
Company Contact Name: [redacted]
Company Contact Phone: [redacted]
Company Contact Email: [redacted]
Consumer's Name: [redacted] [redacted]
Revdex.com Staff Member (if you know): [redacted]
Complaint Information: Good Afternoon I am writing in response to the complaint from [redacted] who has stated we sent out a company to clean his seats which is false. We never send anyone out to repair vehicles. We have only sent an independent appraiser to inspect the damage as the customer stated that ALL seats were stained. The dealer stated it was dirt which is not a covered item under our warranty. Also the consumer has to report any damage within 30 days as it is written on every warranty we have which the customer signs. Quoted directly from our warranty: "WHAT YOU SHOULD DO (VEHICLE OWNER): You should maintain the vehicle with regular car washing and appearance maintenance as prescribed by your automobile manufacturer. Cleaning your vehicle of bird waste, tree sap, and other contaminants will help eliminate possible damage. You must report any damage within 30 days following the notice of any such damage covered by this limited WARRANTY by contacting [redacted] as directed in the claim procedure outlined on the back of this WARRANTY. Failure to report damage within 30 days of noticing the damage will void this WARRANTY and relieve [redacted] of all legal responsibility. Simoniz® is not obligated or responsible for general cleaning and maintenance of the vehicles paint, fabric or leather surfaces. Regular care and cleaning is necessary." The claim was denied due to no reasonable care was taken on maintaining the interior as well as failure to report the damage within a 30 day time frame as stated by the signed warranty the consumer has. I will be faxing the original paperwork [redacted] I also have the appraisers report which has pictures of the interior but would like to either mail that or email it due to it being color pictures. Please advise as to how you would like to receive this report.
Sent on: 2/19/2015 1:51:16 PM
See Attached Document

Review: I ordered a scratch removal product from this company. I only wanted the remover & polishing cloth. When I placed the order, they were sending me a car vacuum for free, that I did not need. By the time the order was complete it cost me $19.95. They charged me $24.95 for shipping which was ridiculous. The box was very light weight. By the time the order came in, I was so disgusted, to send it back. In the paper work it says you don't get the shipping & handling back. I was very upset about that, because I'm paying for the shipping also to return it. It cost me $11.40 to mail it back. I called the company when I got my refund of $19.95, because I didn't even open the product. She told me I would not be refunded, because that was her policy. I let her know that I was going to file a complaint w/the Revdex.com. She told me to go right ahead. She said it won't do you any good. I hope that you can help me w/this problem. The invoice no. is [redacted]. Hope to hear from you soon!Desired Settlement: I would like for the company to pay the original shipping amount of $24.90 & my shipping & handling of $11.40, then I'll be satisfied.

Business

Response:

We have reviewed Ms [redacted] complaint. Simoniz will certainly reimburse the $36.30 she is requesting. While the company we hired for this promotion followed standard policy, we are disappointed in the lack of customer service that Ms [redacted] received. Each situation should be evaluated individually and it appears Ms [redacted]'s concerns were not thoroughly evaluated. Simoniz strives to produce great products which we support with great customer service. We truly apologize that this model was not met in this particular transaction and we thank Ms [redacted] for bringing this to our attention. Simoniz is processing a reimbursement check for the requested amount of $36.30.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

Review: Please be aware when you order [redacted] products! I placed an order on September 15, 2013 but it never reached me (order number [redacted]. I called the Company and they placed a new order on December, 2013 (order number [redacted]). The tracking information was provided to me but the package never arrived because it was damaged! I contacted Simoniz USA, Inc. representatives several times over the phone and by email. They finally placed an order third time on February 25, 2014 (order number [redacted]. I still dont have the tracking information and dont know where my order is. It has been a half a year trying to get it resolved with no success. I hope that Simoniz USA, Inc. Management will read the review and contact me.Desired Settlement: I would like to get the ordered product with th promotional item (small car vacuum)to be sent to me as soon as possible.

Business

Response:

This promotion is part of our Direct Response Division, in accessing their website, we do see this order was shipped 4 times and encountered various obstacles and refusals along the way. USPS tracking shows the fourth package was delivered on April 2, 2014. We do not, however, see the promotional item included with the order. We will ship that item directly from our home office. We certainly apoligize for the difficulties you experienced with your order and hope that you will br fully satisfied with your Simoniz purchase.

Consumer

Response:

Review: 9965625

I am rejecting this response because:

The Simoniz stated that this order was shipped 4 times and encountered various obstacles and

refusals along the way. I refused the package only once because it was smashed and leaking. I attached the pictures for your review. The fourth package was

delivered on April 2, 2014. The promotional

item wasn't included with the order. The representative of Simoniz contacted me and promised to ship the promotional item. Once I receive it, I will gladly close the case.

Thank you for the follow up.

Sincerely,

Daiva Savickiene

Business

Response:

Ms Savickienne is correct, she refused the order once due to damage. It was also refused at freight facilities and returned because of leaking, each time Simoniz advised our fulfillment house to reship the order, the shipments encountered problems. The promotional item was shipped on 4-4-14, Fed Ex tracking shows it was delivered on 4-7-14. Ms Savickeinne also has contact information for a Simoniz representative if she has any further questions or concerns. We certainly apologize for the amount of time it took to get Ms Savickienne's order delivered to her intact and appreciate her extraordinary paitence with this order.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

Daiva Savickiene

Review: Product left hard residue on paint of my new car.

I have been using Simoniz's products for over a decade now with no complaints and noticed a couple minor scratchs on my vehicle. Knowing the reputation of their products to be good I purchased and used the Fixit scratch cover up pen product. Following the included instructions perfectly was left with a hard super glue type residue on my vehicle. I have tried unsuccessfully to remove the residue myself using several different methods and it appears that my only option may be professional removal. For a product from such a reputable company to do this to my car is unacceptable. Desired Settlement: The ideal situation would be to tell me what I can use to remove this residue without further damaging the finish on my vehicle. If that is not possible I think it would be fair for Simoniz to reimbursment for the repair cost of bringing my car back to the condition it was in before I applied this product.

Business

Response:

Consumer Response /* (-5, 11, 2013/07/29) */

Worked with [redacted] in getting a solution to the problem. [redacted] was great to work with and the issue was solved, I am again a happy customer of Simoniz.