Spade Kreations

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, provided the business answer a question about the warranty (in red below) MESSAGE FROM BUSINESS: I'm not sure what the confusion on the phone would have beenIt would have no issue to walk the customer through the reset procedure on the phoneWhen we phoned Spade Kreations to have them walk through the reset procedure, they had no idea what we were talking about In regards to installing a different brand remote start, that unfortunately wasn't the issue we were dealing with hereA different brand of remote start still would have resulted in the same issuesThe vehicle is the problem in this situation, Dodge/Chrysler/Jeep vehicles around this year have known communication issues when dealing with the data busI agree with the customer that it is not their problem that we currently do not employ an installer available on SaturdaysAgain, not sure what the confusion was on hiring a Saturday installerThe company owner and I have been accepting applications and had one potential candidate in mind during the time frame we were trying to get this situation resolvedI agree with the customer and will look into offering a shuttle service to better assist our customersPlease let us know how you would like to receive your $reimbursementOnce the $reimbursement is issued to the customer, Spade Kreations will no longer offer any type of warranty on the products or services performed on this vehicleSpade Kreations would like to appologize for any inconvenience we may have caused the customer, and we hope to keep this client as a customer and we look forward to taking care of anything else the customer may be interested inWhich warranty are they referring tothe installation and labor warranty? This wouldn't void the Compustar warranty, would it? Regards, [redacted] ***

I'm not sure what the confusion on the phone would have beenIt would have no issue to walk the customer through the reset procedure on the phoneIn regards to installing a different brand remote start, that unfortunately wasn't the issue we were dealing with hereA different brand of remote start still would have resulted in the same issuesThe vehicle is the problem in this situation, Dodge/Chrysler/Jeep vehicles around this year have known communication issues when dealing with the data busI agree with the customer that it is not their problem that we currently do not employ an installer available on SaturdaysAgain, not sure what the confusion was on hiring a Saturday installerThe company owner and I have been accepting applications and had one potential candidate in mind during the time frame we were trying to get this situation resolvedI agree with the customer and will look into offering a shuttle service to better assist our customersPlease let us know how you would like to receive your $reimbursementOnce the $reimbursement is issued to the customer, Spade Kreations will no longer offer any type of warranty on the products or services performed on this vehicleSpade Kreations would like to appologize for any inconvenience we may have caused the customer, and we hope to keep this client as a customer and we look forward to taking care of anything else the customer may be interested in

SPADE KREATIONS, LLC11308 Dallas BlvdCincinnati, Ohio 45231August 26, 2015We installed a Compustar CS801S 1 button remote start system along with an ldatalink ADS-ALCA bypass module on 2/20/15 (Friday). No complications during install as we've done several of these vehicles. On 2/24/15 (Tuesday)... Customer returned for a warranty appointment stating that the factory key was not starting the vehicle and the security light was flashing. On this date we were able to diagnose the issue as a loss of communication on the data bus. We were able to reset the bypass module, as well as the vehicles control module to regain communication on the data bus. All of our installed equipment checked out functional with no issues on this date. On 3/21115 (Saturday) Customer returned for another warranty appointment for a similar issue. This time the keyless entry features on the OEM keyfobs were not functioning, and the same issue was happening with the security light flashing and the vehicle not starting. 1 helped troubleshoot the issue over the phone. I asked Customer if he had another OEM keyfob for the vehicle, which he did. He was able to get the vehicle started with the second key, indicating he was having an issue with the vehicle, and not our equipment. The equipment we installed is only active and "talking" on the data bus when the remote start has been activated. When Customer inserted the spare key into the ignition the immobilizer system recognized the key and the data bus "woke up" and allowed the vehicle to start. We were able to diagnose, again, a loss of communication on the data bus. All of our equipment tests 100% functional on this date as well. Due to the fact that we were able to get the vehicle to start with the second OEM key, and not the first, I suggested to Customer that he have a new key made and programmed at the dealership, as we do not have the ability to program and cut OEM keys here at our location. Customer was also informed by my technician on this date that it is a very common problem on Chrysler vehicles around this year. My technician even showed him the reset procedure in the event it happened again. Customer understood at this point there was an issue with the data bus in his vehicle. After having a new key made 1 did not hear back from Donald until the second week of August. His wife called and spoke with me saying he was having a similar issue again. I helped troubleshoot the issue over the phone again to see if it was an issue with the remote start or the vehicle itself. I was not able to speak with Customer directly in regards to the issue at this point, Customers wife wasn't exactly sure what the issue was so I asked them to bring the vehicle in so our technicians could look it over, We no longer have an installer available on Saturday, so unfortunately we were not able to get an appointment scheduled for their desired date. I asked if there was a day she could drop the vehicle off even if it was before or after our business hours so we could address this issue. Customer's wife said she would call me back and let me know when they could drop it off The next time I heard anything from the Customer or his wife was when I received the letter from the BBB.We will be more that glad to have the customer bring in the vehicle during business hours (9:00 6:00) Monday thru Friday. We have a key drop box available if they can drop off after business hours. We would appreciate it if they would call ahead and let us know what day they would like to come in or as I stated earlier they can drop it off in the evening after hours and I can have installer work on it the following day.Cordially [redacted] Store Manager

SPADE KREATIONS, LLCDallas BlvdCincinnati, Ohio 45231August 26, 2015We installed a Compustar CS801S button remote start
system along with an ldatalink ADS-ALCA bypass module on 2/20/(Friday)No
complications during install as we've done several of these
vehiclesOn
2/24/(Tuesday) Customer returned for a warranty appointment stating that the
factory key was not starting the vehicle and the security light was flashing
On this date we were able to diagnose the issue as a loss of communication on
the data busWe were able to reset the bypass module, as well as the vehicles
control module to regain communication on the data busAll of our installed
equipment checked out functional with no issues on this dateOn 3/
(Saturday) Customer returned for another warranty appointment for a similar
issueThis time the keyless entry features on the OEM keyfobs were not
functioning, and the same issue was happening with the security light flashing
and the vehicle not startinghelped troubleshoot the issue over the phoneI
asked Customer if he had another OEM keyfob for the vehicle, which he didHe
was able to get the vehicle started with the second key, indicating he was
having an issue with the vehicle, and not our equipmentThe equipment we
installed is only active and "talking" on the data bus when the remote
start has been activatedWhen Customer inserted the spare key into the
ignition the immobilizer system recognized the key and the data bus "woke
up" and allowed the vehicle to startWe were able to diagnose, again, a
loss of communication on the data busAll of our equipment tests 100%
functional on this date as wellDue to the fact that we were able to get the
vehicle to start with the second OEM key, and not the first, I suggested to
Customer that he have a new key made and programmed at the dealership, as we do
not have the ability to program and cut OEM keys here at our locationCustomer
was also informed by my technician on this date that it is a very common
problem on Chrysler vehicles around this yearMy technician even showed him
the reset procedure in the event it happened againCustomer understood at this
point there was an issue with the data bus in his vehicleAfter having a new
key made did not hear back from Donald until the second week of AugustHis
wife called and spoke with me saying he was having a similar issue againI helped
troubleshoot the issue over the phone again to see if it was an issue with the
remote start or the vehicle itselfI was not able to speak with Customer
directly in regards to the issue at this point, Customers wife wasn't exactly sure
what the issue was so I asked them to bring the vehicle in so our technicians
could look it over, We no longer have an installer available on Saturday, so
unfortunately we were not able to get an appointment scheduled for their
desired dateI asked if there was a day she could drop the vehicle off even if
it was before or after our business hours so we could address this issue
Customer's wife said she would call me back and let me know when they could
drop it off The next time I heard anything from the Customer or his wife was
when I received the letter from the Revdex.com.We will be more that glad to have
the customer bring in the vehicle during business hours (9:6:00) Monday thru
FridayWe have a key drop box available if they can drop off after business
hoursWe would appreciate it if they would call ahead and let us know what day
they would like to come in or as I stated earlier they can drop it off in the
evening after hours and I can have installer work on it the following day.Cordially*** *** Store Manager

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, provided the business answer a question about the warranty (in red below) MESSAGE FROM BUSINESS:I'm not sure what the confusion on the phone would have beenIt would have no issue to walk the customer through the reset procedure on the phoneWhen we phoned Spade Kreations to have them walk through the reset procedure, they had no idea what we were talking about In regards to installing a different brand remote start, that unfortunately wasn't the issue we were dealing with hereA different brand of remote start still would have resulted in the same issuesThe vehicle is the problem in this situation, Dodge/Chrysler/Jeep vehicles around this year have known communication issues when dealing with the data busI agree with the customer that it is not their problem that we currently do not employ an installer available on SaturdaysAgain, not sure what the confusion was on hiring a Saturday installerThe company owner and I have been accepting applications and had one potential candidate in mind during the time frame we were trying to get this situation resolvedI agree with the customer and will look into offering a shuttle service to better assist our customersPlease let us know how you would like to receive your $reimbursementOnce the $reimbursement is issued to the customer, Spade Kreations will no longer offer any type of warranty on the products or services performed on this vehicleSpade Kreations would like to appologize for any inconvenience we may have caused the customer, and we hope to keep this client as a customer and we look forward to taking care of anything else the customer may be interested in.Which warranty are they referring tothe installation and labor warranty? This wouldn't void the Compustar warranty, would it?
Regards,
*** ***

To whom it may concern: We received your letter regarding *** *** installation in her Audi SWe received a phone call from the customer over a month after the installation was completedOriginal installation was done on January 9th Customer stated
she had taken her vehicle to the dealership and was charged for service due to the microphone not working in her dome lightCustomer did not contact us prior to taking the vehicle to the dealership. The customer received a remote start installedOur technicians do not go into the dome light area for the remote start product she receivedNo disassembly is required in the dome light area nor is any antenna or wiringThe technician runs the wire up thru the driver's side a-pillar in the vehicle and tucks it in between the windshield and the pillar without removing the panelingThe antenna is not in the dome light that we installed. When we contacted the dealership to gain understanding as to why they told the customer our work is what caused her problem over a month later, no one could explain how they came to that determinationJust that they saw an antenna and assumed it was due to our installationUpon several other attempts to contact the dealership to discuss the issue no one could give us any other explanation or return our phone calls. Thank you for your kind review in this matterAttached is the work order and invoice for the original installation. Sincerely, Spade Kreations, LLC

1. I'm not sure what the confusion on the phone would have been. It would have no issue to walk the customer through the reset procedure on the phone.
2. In regards to installing a different brand remote start, that unfortunately wasn't the issue we were dealing with here. A different brand of remote start still would have resulted in the same issues. The vehicle is the problem in this situation, Dodge/Chrysler/Jeep vehicles around this year have known communication issues when dealing with the data bus.
3. I agree with the customer that it is not their problem that we currently do not employ an installer available on Saturdays. Again, not sure what the confusion was on hiring a Saturday installer. The company owner and I have been accepting applications and had one potential candidate in mind during the time frame we were trying to get this situation resolved.
4. I agree with the customer and will look into offering a shuttle service to better assist our customers.
5. Please let us know how you would like to receive your $65 reimbursement. Once the $65 reimbursement is issued to the customer, Spade Kreations will no longer offer any type of warranty on the products or services performed on this vehicle. Spade Kreations would like to appologize for any inconvenience we may have caused the customer, and we hope to keep this client as a customer and we look forward to taking care of anything else the customer may be interested in.

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.
As I explained in my original complaint, I did not call Spade right away because I was in a cast and not driving for several weeks.  Also, I don't know that I would have even thought to call them anyway as a Bluetooth microphone and a remote starter do not sound like they would be connected.As to their claim that their technicians do not go into the dome light area for the remote start installation, I believe the picture attached of my vehicle will show that the remote start antenna clearly is feeding directly into the dome area. Also, as I stated in my complaint, Lee from the dealership was kind enough to help me understand the schematics of how the microphone and antenna were laid out.  He was emphatic that the microphone becoming unplugged in an enclosed area was done during the remote start installation and told me he specifically told the owner of Spade the same thing.  I have attached a copy of the portion of my receipt where it states on there that they believed that was the cause.  I had not told them that I had a remote start installed so they would not have known it was there without seeing it.The paperwork that the business attached is valid and appears to be complete.I begged them to make it right so I could give them a good review since we have done so much business with them over the years.  Very disappointing.
Regards,
[redacted]

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, provided the business answer a question about the warranty (in red below).  
MESSAGE FROM BUSINESS:
1. I'm not sure what the confusion on the phone would have been. It would have no issue to walk the customer through the reset procedure on the phone. When we phoned Spade Kreations to have them walk through the reset procedure, they had no idea what we were talking about.  
2. In regards to installing a different brand remote start, that unfortunately wasn't the issue we were dealing with here. A different brand of remote start still would have resulted in the same issues. The vehicle is the problem in this situation, Dodge/Chrysler/Jeep vehicles around this year have known communication issues when dealing with the data bus.
3. I agree with the customer that it is not their problem that we currently do not employ an installer available on Saturdays. Again, not sure what the confusion was on hiring a Saturday installer. The company owner and I have been accepting applications and had one potential candidate in mind during the time frame we were trying to get this situation resolved.
4. I agree with the customer and will look into offering a shuttle service to better assist our customers.
5. Please let us know how you would like to receive your $65 reimbursement. Once the $65 reimbursement is issued to the customer, Spade Kreations will no longer offer any type of warranty on the products or services performed on this vehicle. Spade Kreations would like to appologize for any inconvenience we may have caused the customer, and we hope to keep this client as a customer and we look forward to taking care of anything else the customer may be interested in.
Which warranty are they referring to... the installation and labor warranty?    This wouldn't void the Compustar warranty, would it?
Regards,
[redacted]

SPADE KREATIONS, LLC11308 Dallas BlvdCincinnati, Ohio 45231August 26, 2015We installed a Compustar CS801S 1 button remote start
system along with an ldatalink ADS-ALCA bypass module on 2/20/15 (Friday). No
complications during install as we've done several of these vehicles. On
2/24/15 (Tuesday)...

Customer returned for a warranty appointment stating that the
factory key was not starting the vehicle and the security light was flashing.
On this date we were able to diagnose the issue as a loss of communication on
the data bus. We were able to reset the bypass module, as well as the vehicles
control module to regain communication on the data bus. All of our installed
equipment checked out functional with no issues on this date. On 3/21115
(Saturday) Customer returned for another warranty appointment for a similar
issue. This time the keyless entry features on the OEM keyfobs were not
functioning, and the same issue was happening with the security light flashing
and the vehicle not starting. 1 helped troubleshoot the issue over the phone. I
asked Customer if he had another OEM keyfob for the vehicle, which he did. He
was able to get the vehicle started with the second key, indicating he was
having an issue with the vehicle, and not our equipment. The equipment we
installed is only active and "talking" on the data bus when the remote
start has been activated. When Customer inserted the spare key into the
ignition the immobilizer system recognized the key and the data bus "woke
up" and allowed the vehicle to start. We were able to diagnose, again, a
loss of communication on the data bus. All of our equipment tests 100%
functional on this date as well. Due to the fact that we were able to get the
vehicle to start with the second OEM key, and not the first, I suggested to
Customer that he have a new key made and programmed at the dealership, as we do
not have the ability to program and cut OEM keys here at our location. Customer
was also informed by my technician on this date that it is a very common
problem on Chrysler vehicles around this year. My technician even showed him
the reset procedure in the event it happened again. Customer understood at this
point there was an issue with the data bus in his vehicle. After having a new
key made 1 did not hear back from Donald until the second week of August. His
wife called and spoke with me saying he was having a similar issue again. I helped
troubleshoot the issue over the phone again to see if it was an issue with the
remote start or the vehicle itself. I was not able to speak with Customer
directly in regards to the issue at this point, Customers wife wasn't exactly sure
what the issue was so I asked them to bring the vehicle in so our technicians
could look it over, We no longer have an installer available on Saturday, so
unfortunately we were not able to get an appointment scheduled for their
desired date. I asked if there was a day she could drop the vehicle off even if
it was before or after our business hours so we could address this issue.
Customer's wife said she would call me back and let me know when they could
drop it off The next time I heard anything from the Customer or his wife was
when I received the letter from the Revdex.com.We will be more that glad to have
the customer bring in the vehicle during business hours (9:00 6:00) Monday thru
Friday. We have a key drop box available if they can drop off after business
hours. We would appreciate it if they would call ahead and let us know what day
they would like to come in or as I stated earlier they can drop it off in the
evening after hours and I can have installer work on it the following day.Cordially[redacted] Store Manager

1. I'm not sure what the confusion on the phone would have been. It would have no issue to walk the customer through the reset procedure on the phone.2. In regards to installing a different brand remote start, that unfortunately wasn't the issue we were dealing with here. A different brand of remote start still would have resulted in the same issues. The vehicle is the problem in this situation, Dodge/Chrysler/Jeep vehicles around this year have known communication issues when dealing with the data bus.3. I agree with the customer that it is not their problem that we currently do not employ an installer available on Saturdays. Again, not sure what the confusion was on hiring a Saturday installer. The company owner and I have been accepting applications and had one potential candidate in mind during the time frame we were trying to get this situation resolved.4. I agree with the customer and will look into offering a shuttle service to better assist our customers.5. Please let us know how you would like to receive your $65 reimbursement. Once the $65 reimbursement is issued to the customer, Spade Kreations will no longer offer any type of warranty on the products or services performed on this vehicle. Spade Kreations would like to appologize for any inconvenience we may have caused the customer, and we hope to keep this client as a customer and we look forward to taking care of anything else the customer may be interested in.