Sterling Battery Company

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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]

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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

The customer came in on [redacted]5 with a [redacted] for a battery install. The customer’s old battery tested bad and needed to be replaced. The [redacted] is a unique car in that the battery is deep in the wheel well. In order to replace the battery it requires that the tire be...

removed and the battery installed in a tight compartment. When I quoted the customer we had two options available. The first option is a brand new battery that cost $86.95 that comes with a five year warranty. The other option is a reconditioned battery that only has a six month warranty but costs $49.95. The reason for the cheaper price is that the reconditioned battery does not have nearly the life expectancy that a brand new battery has. As is company policy when working with a difficult installation, the customer was repeatedly warned about putting the cheaper option in the car. The concern being that labor on a wheel well battery installation is not covered by the warranty.  If the battery goes bad there will be another labor charge for jacking the car up, taking off the wheel, and installing the battery. As such Sterling Battery advised against putting a reconditioned battery in a challenging installation like this Sebring. This was made clear to the customer on May 6th. Despite our warnings the customer insisted on going with the cheaper option.On Saturday August 22nd 2015 the customer returned complaining that the battery had gone bad.  Before we started working on the car the employee’s at Sterling Battery discussed with the customer the previous arrangement that had been made and the customer immediately agreed.  Video evidence shows that there was no argument or lack of customer skills in our interactions with the customer. We were polite and up front with the customer about what we were going to do.  The customer was not charged a dime more than had been agreed on.  As we had settled on May 6th the replacement of the battery was free but the labor for the installation was not. The customer was charged the same amount for labor as they were in May.Customer service is a principal that Sterling Battery holds dear.  We deeply apologize if the customer felt like they were treated poorly and will do everything we can to ensure no other customer feels like they were treated with anything less than total courtesy. However, and this is another principal Sterling Battery holds dear, the customer was not treated unfairly. Sterling Battery[redacted] Boise ID 83714###-###-####