So Cal Truck Accessories & Equipment

Complaint response: The customer special ordered a Snugtop camper shell for his truck on 07/24/and was installed on 08/07/He never complained about the fitting or problems he was having with the locking system until 10/19/ He came stating that the back glass door broke on its ownThe customer was really upset and said Snugtop should send him a new door at no charge since the locking system was defectiveAfter explaining to him that the glass has no warranty at all, he agreed to order a new door so we gave him a discount and free installationIt was installed on 10/22/15; my installer notice some paint chips around the back of the shell due to glass breakageThe next morning he came to the shop because the door was not locking properlyWe tried to adjust the lock but were unable to get it fixed on siteWe then called Snugtop and they told us that the camper shell is under warranty and we would have to send it back to get it evaluated and make the proper repairs to the unitBut the customer got really upset and said that he doesn't want to send the camper shell back to SnugtopHe wants to return the shell for the full refundI called Snugtop and they said that they stand on their warranties but the customer has to give them the chance to make it rightOur policy states that there are no refunds on special orders: This camper shell was specially made for the customer's truck make and model and color coded to its factory color with all the options that he requested Note: I can loan a camper shell to the customer meanwhile we send the Snugtop shell to the factory for warranty repair / [redacted] Style Definitions */

When the customer came in, he requested a 50% discount on labor but I told him that I couldn't give him any discount.He paid $on labor that it normally takes hourThe job took about hoursThe tech that worked on his car has years of experience, but his car (Audi Q5) rear hatch has tail lights, so the hatch has to be closed in order for the towing lights workWe didn't know about that until the wiring was done, so he had to redo the wiring with the hatch closed, that was the reason for the time delay.No damage was done, and the tow wiring works properly.Thank you- [redacted] ***So Cal Truck Accessories & Equipment IncMission Gorge RdSantee, Ca 92071(619)749-0742www.socaltruck.com

Complaint response:
The customer special ordered a Snugtop camper
shell for his
truck on 07/24/and was installed on 08/07/He never complained about
the fitting or problems he was having with the locking system until 10/19/
He came stating that the back glass door broke on its ownThe customer was really
upset and said Snugtop should send him a new door at no charge since the
locking system was defectiveAfter explaining to him that the glass has no
warranty at all, he agreed to order a new door so we gave him a discount and
free installationIt was installed on 10/22/15; my installer notice some paint
chips around the back of the shell due to glass breakageThe next morning he
came to the shop because the door was not locking properlyWe tried to adjust
the lock but were unable to get it fixed on siteWe then called Snugtop and
they told us that the camper shell is under warranty and we would have to send
it back to get it evaluated and make the proper repairs to the unitBut the
customer got really upset and said that he doesn't want to send the camper
shell back to SnugtopHe wants to return the shell for the full refundI
called Snugtop and they said that they stand on their warranties but the
customer has to give them the chance to make it rightOur policy states that
there are no refunds on special orders: This camper shell was specially made
for the customer's truck make and model and color coded to its factory color
with all the options that he requested
Note: I can loan a camper shell to the customer meanwhile we
send the Snugtop shell to the factory for warranty repair

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The business new my car and model as I made a appointment. If the mechanic would be as good as explained, he should have known about the tail lights. I got quoted 1-1.5 hours of work when I mage my appointment and spent almost 4 hours in there because the mechanic did not know what he was doing. I had to cancel clients appointment because of that and this was a result of loosing business for me.If they would have told me that it will take 4 hours to do wiring, I would have gone somewhere else or plan this a different day.I still believe that its fair to get a reimbursement on the labor part.
Regards,
[redacted]

When the customer came in, he requested a 50% discount on labor  but I told him that  I couldn't give him any discount.He paid $150 on labor that it normally takes 1.5 hour. The job took about 3 hours. The tech that worked on his car has years of experience, but his car (2013 Audi Q5)...

rear hatch has tail lights, so the hatch has to be closed in order for the towing lights work. We didn't know about that until the wiring was done, so he had to redo the wiring with the hatch closed, that was the reason for the time delay.No damage was done, and the tow wiring works properly.Thank you. -[redacted]So Cal Truck Accessories & Equipment Inc.10460 Mission Gorge Rd. Santee, Ca 92071(619)749-0742www.socaltruck.com