Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Returning the sheet metal, not the part we ordered, for an $85.60 refund without a refund for the $265 shipping of the sheet metal is not an option. If Braun's want the sheet metal, after the two credits are processed, they can make arrangements to have it picked up at their expense.The offer for us to bring our trailer and the sheet metal 2 hours from our home for an estimate is totally unacceptable. Had they initially told us our part had to be fabricated and they were willing to make and install the part for us, we could have agreed upon a price. We could have brought the trailer to them and let them fix it since we were coming there to look at a smaller toy hauler on their lot we wanted to purchase.We are not at all interested in further dealings with Braun's due to their demonstrated lack of knowledge of the one part we wanted and their continued denial of responsibility in our receiving a piece of sheet metal rather than the part we ordered.
Regards,
[redacted]
I'm sorry you are not satisfied with the options we have presented you, but we feel we are being fair and trying to come up with an amicable solution. If you'd like your money back we must get the part back in exchange, that only seems fair. Our offer stands should you change your mind.
We are sorry you have had a less than satisfactory experience and we are hoping to resolve this matter as well. The customer inquired about the part mentioned via our parts department. At that time we turned around and sent the mentioned pictures, dimensions, and information to KZ (the manufacturer...
of his camper & part) as this is not a common part we would stock. They responded with a price for, which we and the retail customer assumed, was the exact part we requested with no mention otherwise of a larger, modification-needed part. We relayed the price of the part to the retail customer at $80.00 plus shipping & handling which we mentioned at that time we didn’t know since it is coming directly from the manufacturer to their house. We told him that once we are notified of the cost of shipping from KZ we would contact him and collect it accordingly. At that time, he told us to order the part and paid the $85.60 ($80 + 7% sales tax) for it with shipping and handling to be collected when we heard from KZ what it would cost. After we ordered the part from KZ that day, we received an invoice on 3/3/2017 at 9:04AM for the part itself, crating for $25 (which we didn’t charge the customer for), and shipping for $265 (see attachment for actual invoice). Within minutes of receiving the email we contacted the customer to collect the additional cost for shipping, $265 (the exact amount KZ charged us), at which time they paid with no issue. We then a short time later received a call from the customer questioning the high cost of shipping and requested to cancel the order. We immediately contacted KZ to cancel the order to which they then informed us that it was already shipped and in route to the customer’s house and the order could not be cancelled. The customer notified us at that time that he was not satisfied. After looking into the matter, the owner of Braun’s Fun Time Campers, Matt Braun, sent the customer this email: “Sent: Thursday, March 9, 2017 6:22:05 PM Subject: metal order (Customers Name), It always bothers me when we don't satisfy a customer. So this afternoon I did some checking on what transpired. What I have found out, I wanted to share with you. Apparently when you paid for the part itself on 2-28-17 you put us in a position that we had to deliver the product that you paid for. Antoinette said she explained that she wouldn't know how much freight would be and that once she found out she would let you know. On Monday morning we received that information and immediately she called you and let you know. On the phone this afternoon you asked why you weren't given the option of a different size. In talking to K-Z 'S parts department there are no options they purchase that skirting in 12' sections and they sell it in 12' sections. They don't cut it to size. I feel all we did is what you asked us to do. I am truly sorry but I don't feel we did anything wrong. As I mentioned on the phone today we didn't make a profit on this transaction. I wish you the best of luck. Matt Braun” The customer has not respond to this email to date and that was the last communication until this Revdex.com complaint. Now, we are committed to customer satisfaction and would like to make an attempt to remedy this situation and put it behind us just as the customer would as well. We propose two scenarios in which we hope the customer will find one of them satisfactory. 1) With return of the part to our parts department, we will refund the customer the cost of the part including tax, $85.60 total. 2) If the customer is willing to bring us the part and his camper, we will modify and install the part for half the normal cost. The exact amount will be determined once we can see what exactly needs to be done to modify the part to fit as we have yet to actually see it. The amount will be determined before any work starts to make sure the customer is satisfied with the total. Please just let us know if you find one of these scenarios satisfactory and we can move forward accordingly.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
We decline the offer to drive 2 hours one way to return the 12ft long wood crate containing the raw material for the part, rather than the actual part we asked Braun to order for our travel trailer.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Returning the sheet metal, not the part we ordered, for an $85.60 refund without a refund for the $265 shipping of the sheet metal is not an option. If Braun's want the sheet metal, after the two credits are processed, they can make arrangements to have it picked up at their expense.The offer for us to bring our trailer and the sheet metal 2 hours from our home for an estimate is totally unacceptable. Had they initially told us our part had to be fabricated and they were willing to make and install the part for us, we could have agreed upon a price. We could have brought the trailer to them and let them fix it since we were coming there to look at a smaller toy hauler on their lot we wanted to purchase.We are not at all interested in further dealings with Braun's due to their demonstrated lack of knowledge of the one part we wanted and their continued denial of responsibility in our receiving a piece of sheet metal rather than the part we ordered.
Regards,
[redacted]
I'm sorry you are not satisfied with the options we have presented you, but we feel we are being fair and trying to come up with an amicable solution. If you'd like your money back we must get the part back in exchange, that only seems fair. Our offer stands should you change your mind.
We are sorry you have had a less than satisfactory experience and we are hoping to resolve this matter as well. The customer inquired about the part mentioned via our parts department. At that time we turned around and sent the mentioned pictures, dimensions, and information to KZ (the manufacturer...
of his camper & part) as this is not a common part we would stock. They responded with a price for, which we and the retail customer assumed, was the exact part we requested with no mention otherwise of a larger, modification-needed part. We relayed the price of the part to the retail customer at $80.00 plus shipping & handling which we mentioned at that time we didn’t know since it is coming directly from the manufacturer to their house. We told him that once we are notified of the cost of shipping from KZ we would contact him and collect it accordingly. At that time, he told us to order the part and paid the $85.60 ($80 + 7% sales tax) for it with shipping and handling to be collected when we heard from KZ what it would cost. After we ordered the part from KZ that day, we received an invoice on 3/3/2017 at 9:04AM for the part itself, crating for $25 (which we didn’t charge the customer for), and shipping for $265 (see attachment for actual invoice). Within minutes of receiving the email we contacted the customer to collect the additional cost for shipping, $265 (the exact amount KZ charged us), at which time they paid with no issue. We then a short time later received a call from the customer questioning the high cost of shipping and requested to cancel the order. We immediately contacted KZ to cancel the order to which they then informed us that it was already shipped and in route to the customer’s house and the order could not be cancelled. The customer notified us at that time that he was not satisfied. After looking into the matter, the owner of Braun’s Fun Time Campers, Matt Braun, sent the customer this email: “Sent: Thursday, March 9, 2017 6:22:05 PM Subject: metal order (Customers Name), It always bothers me when we don't satisfy a customer. So this afternoon I did some checking on what transpired. What I have found out, I wanted to share with you. Apparently when you paid for the part itself on 2-28-17 you put us in a position that we had to deliver the product that you paid for. Antoinette said she explained that she wouldn't know how much freight would be and that once she found out she would let you know. On Monday morning we received that information and immediately she called you and let you know. On the phone this afternoon you asked why you weren't given the option of a different size. In talking to K-Z 'S parts department there are no options they purchase that skirting in 12' sections and they sell it in 12' sections. They don't cut it to size. I feel all we did is what you asked us to do. I am truly sorry but I don't feel we did anything wrong. As I mentioned on the phone today we didn't make a profit on this transaction. I wish you the best of luck. Matt Braun” The customer has not respond to this email to date and that was the last communication until this Revdex.com complaint. Now, we are committed to customer satisfaction and would like to make an attempt to remedy this situation and put it behind us just as the customer would as well. We propose two scenarios in which we hope the customer will find one of them satisfactory. 1) With return of the part to our parts department, we will refund the customer the cost of the part including tax, $85.60 total. 2) If the customer is willing to bring us the part and his camper, we will modify and install the part for half the normal cost. The exact amount will be determined once we can see what exactly needs to be done to modify the part to fit as we have yet to actually see it. The amount will be determined before any work starts to make sure the customer is satisfied with the total. Please just let us know if you find one of these scenarios satisfactory and we can move forward accordingly.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
We decline the offer to drive 2 hours one way to return the 12ft long wood crate containing the raw material for the part, rather than the actual part we asked Braun to order for our travel trailer.
Regards,
[redacted]