Snow's Auto

I was in no way, shape or form satisfied with the services provided by Snow's Auto. In fact, it was the worst customer service I have ever experienced. I first took my car in to have my windows tinted in March 2013. (Note-I always have to contact their employees as they have never once contacted me once during this entire process). When I went to pick my car up they had not vacuumed or cleaned any of the tint scraps out of the car. It was dirty and took several hours longer than they originally told me. Fast forward 7 months (October) and the tint had already started peeling off. At this time I also noticed that most of my rear defroster was not working. It had worked just fine before I first took it on. When I took it back in, one of their technicians admitted to scraping off the magnetic strips on the window and that's why it wasn't working. It then took them 2 months just to order the repair kit, which they finally determined wouldn't work. At which time they decided to "replace" my entire back window. That was a month ago (December) and they still have yet to fix the window. The store manager told me he "wanted to make this right" and yet, my rear defroster still doesn't work. Do yourself a favor, go somewhere else.

Review: I went in to buy a sub speaker, told that the speaker box would fit for sure in my husbands truck, gave them the year make and model. Was told that if it did not fit it could be returned, but that it would for sure fit. Then after the speaker box does not fit we are told that there is a restocking fee for return or even exchange.

They are total scammers, they do not tell you about restocking fee prior to the sale, you pay for the items sign your credit card slip, again not told anything about there refund policies. Then after they have your money is the only time you can see on the back of there sales slip that they print out that there is a restocking fee. This slip of paper is only given to you after you have given them your money.Desired Settlement: we want a refund less restocking fee so that we can go to a different business to buy the proper speaker, since [redacted]'s now states that they do not have a speaker box that will fit

Business

Response:

The customer came in for and was sold a Sub woofer and enclosure that would fit under her husband’s

seat. It did

fit but wasn't to their liking so the customer came in to return the item and get

a refund. The assistant manager offered her a full in-store credit or a refund

minus the 35% restocking fee. This is

our policy which is clearly listed on the back of every receipt. The customer's

husband came in and we were able to work up a package with a custom box which

he seemed happy with but hadn't given us the official word to start the work. If

that doesn't resolve the issue we are willing to give them a full refund. Thank you.

Review: I purchased an installation kit for an after-market radio from [redacted]'s Auto in late December 2013. While I was there, they gave me an additional product they said I would need. I told them that in the instructions for installing the radio, this product was never mentioned, but they told me that they do these installs and I would need it. Following their advice, I bought it, for somewhere around $15. As it turned out, I did not need the extra product they sold me. In January 2014, I returned to their store and returned it. They had me fill out a form, and said that a person would call me to get the information to handle the refund.

I have received 3 calls from this person. Each time, I was in a work meeting and unable to answer the phone. As soon as I was able, I returned the call, but never got through to her. With the last call, she left a message saying that unless I left my full credit card number on the voicemail, she would not be able to process the return and would give me store credit. I returned that call, and like before was forced to leave a voicemail. In that voicemail, I stated that I was uncomfortable leaving my credit card information on a voicemail, and that I did not want store credit, and asked her to please call me when she was able. I have not heard from her in over a month.

This week I again called and left a message with her saying I still wanted a refund, but I have yet to hear from her.Desired Settlement: I simply would like the full refund to my credit card, as promised by the store. I am happy to give this information over the phone to a person, but not comfortable leaving this information in a voicemail.

Business

Response:

To Whom It May Concern,

In order to process Mr. [redacted]’s refund I needed his

credit card number and expiration date.

I made several attempts to contact Mr. [redacted] without success. When I left him voicemail I gave him the

option to leave his card information on my voicemail in case I was unable to

answer when he called me back. I am the

only person who accesses that voicemail.

Despite this I understand anyone’s discomfort leaving credit card

information. Mr. [redacted] says in his

complaint, “she left a message saying that unless I

left my full credit card number on the voicemail, she would not be able to

process the return and would give me store credit.” This is a miscommunication; I would

not have demanded the card information. On

my last attempt to reach him March 20th, I recall saying something

to the effect that his return is in our system as in-store credit because I was

unable to connect with him to get his card number. I did not hear from Mr. [redacted] after that last

attempt to reach him.

I did receive the voicemail Mr. [redacted] left the day before

yesterday and am sorry I didn’t hear it before I received notice of this

complaint. I was able to speak to Mr.

[redacted] today and his refund has been processed for $32.60.

Thank you,

Office

Manager

[redacted]’s Auto

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business' response. If you wish, you may update it before sending it.]

Revdex.com,

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

Regards,

Review: I first took my car in to [redacted]'s Auto to have my windows stripped of old, low-quality tint and re-tinted in March 2013. When I went to pick my car up, they had not vacuumed any of the tint scraps they left behind out of my car and the services took several hours longer than they had originally told me they would. Seven months later (October), the tint had already started peeling off, so I took my car back in to have the rear window re-tinted as per the company's lifetime warranty guarantee. At this time I also noticed that most of my rear defroster was not working (I had not used it prior to October as it was unneeded in the spring/summer/fall weather) and it had worked just fine before I took it in for the original tinting. When I asked them to look into why all but three lines of the rear defroster were no longer working, one of their technicians admitted that the magnetic strips had been scraped off the window when they stripped my old tint and therefore the defroster would no longer work on those lines. It then took the mangers ([redacted] and [redacted]) two months to order a repair kit, which they ultimately determined would not work to fix the issue. Once they came to this conclusion in December 2013, they decided to "replace and re-tint" my entire back window with no cost to me because "they wanted to make this right" and told me they had looked into ordering a replacement window. I called them in early January to ask about the status of the new rear window and whether it had yet to be ordered, was in their possession, or still being shipped. [redacted] told me he would talk to [redacted] (who he said "definitely ordered it") and would call me back the following day. It is now January 31 and I still have not received a single phone call from any employee or manager of [redacted]'s Auto about the status of the replacement window for my car. My current rear defroster still does not work and, particularly with the recent influx of snow and inclement weather, has made driving my vehicle difficult and very dangerous as I often cannot see out of my back window.Desired Settlement: I would like [redacted]'s Auto to take the necessary steps to replace and re-tint my rear window as promised and to do so as soon as possible. I would like them to not only return my phone calls when they say they will, but to also initiate communication with me so I am not always the one responsible for checking in about their services that they should be keeping me updated about.

Business

Response:

In response to Complaint #[redacted]

Dear Mrs. [redacted]

We are

very sorry for your bad experience. We are

supposed to always warn customers when they request to have tint removed from their

back window that there is the possibility it may also remove the rear

defrost lines. We understand the

employee who helped you had just started and did not make you aware of this so

we are taking responsibility. At first we

were told the repair kit would work, but after several attempts, it did

not do the job. We then decided we would

have to buy an entire new back window.

We have been trying for weeks to find a company that could get it and I

think finally I found one. They are

supposed to call me in the next few days to let me know when I can expect

it. Again, I apologize for the delay and

I will continue to personally follow up on this process. If there is anything else we can do as an

alternative to resolve this issue, (full refund, reasonable cash settlement) let

me know and I will do whatever I can.

Respectfully,

Store

Manager

[redacted]’s Auto

###-###-####

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business' response. If you wish, you may update it before sending it.]

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that their willingness to resolve the issue is satisfactory, although I would like the Revdex.com's continued help in making sure the resolution is carried out. I appreciate their efforts to find a window to replace mine, but am a little confused by the idea of the glass not being available. I did some research on my own via the Nissan website and it appears as though they do have rear windows available for my vehicle (1996 Nissan 200SX). They can be seen here:

Review: I had [redacted]'s Auto order a grille insert for a 2012 GMC Yukon at 6:40pm on 12/15/14. I was in the store and paid for the item with a credit card. I was not told the item was a "special order" item. I call at 5pm on 12/16/14 to see about canceling the order. I was told by the sales person that there would be a 35% restocking fee, which I was ok with. Then the manager told me I could not cancel the order or return the item because it was a "special order". He asked me if I read the back of the receipt, and I had not. I read the receipt and called back and talked to [redacted] the manager again and asked him to explain their policy. Under Returns it says "Special Order items may not be returned. All special order sales are final.". Then the next section down is specifically for "Special Orders", it says " Special orders are subject to being sent back to the supplier they came from thirty days after the customer has been notified that their order was received at [redacted]'s Auto. A minimum 10% restocking fee plus shipping expenses will be deducted from the customer's in store credit." I was told the first part of special orders applied to me (no return or refund), but the second part the the special order policies did not apply to me (no in store credit if not picked up).

I was told that I could not cancel the order, I could not return the item, and I could not get an in store credit after 30 days if I did not pick up the item.

I found a grille in stock at a different store for $100 less, which is the reason for the return. [redacted]'s "low price guarantee" policy does not apply because it is a different brand of the same item.Desired Settlement: I just wanted to return/refund/store credit the item based on their own policies.

Business

Response:

On special order items it is our policy not

to offer refunds frequently we cannot send them back to the supplier. It

clearly states this on the back of the invoice. As stated this particular

customer found a less expensive grille insert at another shop in town after he

purchased one with us. We will price match authorized dealers on same make and

model numbers however the product was not the same one.

Since we wouldn’t let him return it the

customer also argued that the return policy regarding special order items that

were never picked up would apply if he just decided not to pick it up. I tried to explaining that did not apply to

him but he insisted that it should. To

compromise, I priced matched an UNAUTHORIZED [redacted] dealer and refunded him

110% of the difference, which is outside of our return policy. His account now

reflects a credit of $51.28. I feel we went above and beyond to come to an

amiable agreement with the customer. Thank you. [redacted]Store Manager

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I went to pick up the item on December 17th. When I was told that the "Special Order" Policy clearly printed on the back of the receipt did not apply to me, I did a quick google search of the exact item. The search results all had the item $25 to $50 cheaper then [redacted]'s price. I used [redacted]s price, and [redacted]'s low price guarantee policy. They agreed on the amount of $51.28 difference. I was told that they could not do cash back or credit the amount to my credit card. It had to be a printed check and then mailed to me in a few days. It is now January 1, 2015 and more than two weeks later and as of today I have not received the check for the difference yet. I would strongly recommend to anyone reading this that they read the reviews on Yelp and other sites about [redacted]'s Auto before making any purchases.

Review: We dropped our 2015 Toyota Tacoma off Friday, April 24th for a four inch lift which we were quoted ten hours. They asked if we could leave it over night just in case they hit a problem. When we got there, we decided to buy wheels and tires as well. They said all together it will take them until the 28th-29th. We live in [redacted] but are in the process of moving to [redacted] so we decided to go house hunting in [redacted] while we waited. Called Tuesday, and they said Wednesday or Thursday. Called Wednesday and they said guaranteed by Thursday. We left [redacted] Thursday and got there only to have them tell us it still was not done. Which ruined our plans of leaving Thursday night, in my husband's new, lifted truck to go camping for our birthdays. So they guaranteed it Friday by noon. So we drove to [redacted] to visit family while we waited, again. Show up Friday at 11:52. They said it still was not done and it would be another hour to an hour and a half. We did not really want to wait because we should have been camping, but did. An hour and a half later, they said another hour and a half. We left. We did not get a camping spot because we had to wait so long at [redacted]'s Auto, for nothing. Ruined our entire weekend, and birthdays. They offered a full tank of gas and a speaker system for the wait. Showed back up today at 10:30 and it still was not done! Ten days later! It did not have a full tank or a new system in it either and they basically said, "there is nothing we can do." It was like every time we left, they quit working on his truck. We drove once from [redacted] and twice from [redacted]. We were not leaving today without it. They said they have never worked on a truck like ours. Their Facebook page shows a 2015 Toyota Tacoma with a lift with new wheels and tires on March 18th. Same color even! We had to wait until 4 o'clock today to finally take his car home. Which still ended up having issues so we had to take it back into the shop. Twice. It still has a light on and pulls to the right but we will be going else where to get that fixed. They just threw the spare tire in the back of the truck instead of putting it where it goes because he could not figure out to unbuckle a carseat and did not ask, even though we were there. He ended up ruining the brand new $400 car seat. My husband's tires scrape the truck when he turns because they did not take everything off they should have so now we have to. The best part? They NEVER called us. I had to call every, single time. We paid 5 grand for this? The owner will not answer or return my calls.

NEVER AGAIN will we do business with [redacted]'s Auto.Desired Settlement: We were promised a new speaker system for the wait, had to do work on the truck that should have been finished by them and have to buy a new Britax Click Tight Boulevard car seat because the mechanic ruined our brand new one.

Consumer

Response:

Hello [redacted], it is [redacted] emailing to add to my complaint against [redacted]'s Auto in Spokane, WA.Yesterday we were driving home to [redacted] when my husband's brakes locked up and jerked his truck to the right. He said it felt like he hit the crib but had known he did not. He was coming up to a stop light and tried to stop but his brakes weren't working. He said the petal went right down to the floor. They are lucky he avioded an accident and our child was not in the car. We called [redacted]'s Auto and they said they would send a tow truck. They decided to try to fix it in our parking lot. When they could not, they tried to DRIVE it to Spokane. They ended up bringing it back because it was grinding and the brake line had snapped so it leaked brake fluid all night. We were denied a rental car because our credit is not fixed yet (paid it off but have to wait for it to clear). So we are back down to one car, again. Tomorrow is my best friend's graduation and my son's prepaid photo shoot and I have to miss both because my husband has to take his cousin home to [redacted]. I would not have to miss either if [redacted]'s Auto would not have ruined my husband's brakes doing a lift kit. My husband had to call [redacted]'s Auto this morning to remind them to send a tow truck because we can NOT be without his vehicle. The tow truck showed up asking how we were going to pay. We are not paying for [redacted]'s Auto's mistake. They admitted that the light that was on was because they broke a sensor but did not fix it. The guy told us yesterday that his boss, [redacted], said she had already called me amd taken care of our issues but I have not heard from her since I started calling and leaving messages. They are supposed to install the spare tire now since they have the truck, again. I honestly do not trust them in fixing it but they said because they did the lift, they have to fix it or our warranty with them is void.Thank you for your time.

Business

Response:

To whom it may concern.

Review: On June 13 I went to [redacted]s auto to purchase a car alarm remote for my cousin for a birthday present. The sales representative told me he could order one for my cousin's truck and I paid $40.00. It was supposed to be delivered in 2 weeks, but it actually took a full month to receive it. I went in the day in came in with my cousin's truck and [redacted]s tried to program it, but they said the remote was faulty and sent it back and told me it would be another 2 weeks. After 3 weeks I called and the new one hadn't come yet, so I went into the store the next day asking for a refund. They told me that [redacted], the owner of [redacted]s, would call me within 7 days, but I never received a call. After 8 days I went into the store again with my Aunt. They said that [redacted] would call and that she had all the paperwork from them to make a refund. They gave me her phone number and I called, but never received a call back. I called again today and so did my Aunt, but [redacted] has never called about the refund owed to me. It might not sound like a lot to some people, but $40.00 is a lot of money to a 16 year old!!!!Desired Settlement: Would like to receive the refund that is owed to me.

Business

Response:

To Whom It May Concern,

The customer has been contacted and the refund of $40.00 was processed on August 25, 2014.

Thank you

Office Manager

[redacted]'s Auto

Adam, who is the manager, and Aaron, who worked on my rig, have gone above, and beyond what would seem to be normal customer service, to ensure my requests were met. They both have spent extra time making sure that what I wanted would work on my rig, and that I was happy with what I paid for. I am extremely happy with, and feel I got what I paid for at Snow's Auto. I am so impressed with Aaron's attention to detail, that I am going to have him work on my girlfriends Audi A4, Quatro.

Review: On 4/20/13 I had the windows of my car (2009 Mercedes-Benz C300) tinted at Snow's Auto. Upon completion of the work, I inspected my vehicle only to discover a few areas of damage that were not pre-existing. The damage consists of: 1. a crack in the driver's side window trim, 2. a tear in the upper portion of the rear driver's side door panel, 3. a scratch on the brushed aluminum trim on the upper portion of the rear driver's side door panel, 4. missing insulating foam for the front passenger side tweeter speaker, 5. broken clips on both the driver and passenger side tweeter speakers. This damage was inspected and documented via photos taken with the phone of the store manager [redacted] and the tinter himself. After inspecting the damage the manager agreed to replace the damaged parts and would contact me once they were received to schedule a time to install them. To note, the manager did say, "this is why we have insurance" and that they would take care of me. Over the next 4 weeks, the manager and I went back and forth via phone to maintain status of the ordered parts. After another couple of weeks had elapsed I had not heard from the manager and called to inquire as to the status of the parts as was told that they were waiting on one last part to arrive and that as soon as it did arrive he would call to schedule to installation. Last week, 6/14, I called again only to discover that the manager who was working with me no longer works there. The new manager took my information and promised to get back to me but alas, a week has passed and I have not received one phone call. To summarize, it has been 2 months since this occured and there has been nothing done by Snow's Auto to rememdy the situation. Every phone call and conversation with management there ends with them telling me that they will "look into it" and call me back. I have oficially lost my patience.Desired Settlement: The cost to replace the damaged pieces with OEM parts totals $679. I am willing to accept the replacement and installation of the damaged/broken parts or a partial reimbursement of the cost to replace the parts.

Business

Response:

This issue has been resolved with the customer. Thank you.