Initial Business Response / [redacted] (1000, 8, 2015/08/24) */ [redacted] Corresponding documents attached Revdex.com Case Complaint # [redacted] (Ref#19-96550203- [redacted] -4-300) Complaint states that customer gave down payment for vehicle letteringInvoice description is not for vehicle lettering but a custom graphics packageThis is made to meet customers specific needs which includes, but is not limited to, one-on-one meetings with a graphic designer, design layout, approval of print samples, proofs, materials and laborThis specific customers needs were to achieve a vehicle personalized with her brand i.ea personal picture of her and company information Customer also stated that she was asked at the time of her graphic design layout and vehicle measurements that she was asked to give a down paymentThat is falseIn an email exchange on July 27th (the day before her appointment) that "when you come over (to Auto Trimmers) to get the pics and measurements and of course a deposit" she was compliant and understanding that before we began designing, a deposit must be takenThe reason for a deposit was also addressed in detail several times in later emails Customer states in complaint that after receiving final proof that she was not satisfied with design and requested a refundThat is falseclient stated via email on July "YES!!!BEAUTIFUL!!!" in reference to the proof she had just receivedThen August 12th (days after her initial email requesting work done) she sent an email to the owner of the company stating that she "had to pay a medical bill" and "that used my extra funds up......would you please refund the card the deposit amount and we will touch base later?" Customer states that the company has not provided any information stating that we charge for "pre-lim" design workThe work done was not preliminary for something more importantThe work she wanted done was custom, therefore all components were equally important to achieve the final product the customer desiredthe customer was not provided with the details of a return policy as her vehicle was not completed, and she did not pay in full Auto Trimmers is a small company and because of that we do everything in our power to make sure that a customers experience is of the highest qualityWe know first hand that word of mouth is important in gaining new clientele as we are not a large corporationNot only do we provide a sense of friendship which you can see in said customers emails, but first class customer service Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business has provided communication proof that, they quoted the back window for $Then they quoted that the design work was $ Which one is it? I received a pre-lim proof, prior to any funds paidHow come I wasn't billed for those proofs, or told about a charge for them? I was told the total cost would be around $No mention of the deposit being used for the graphic designers timeNot one mention in the emailsI assumed it was for work to be completed on the car, not for every second before and after the quote, the clock was runningI also make mention how I did not like the font and wanted a change for the graphics on the back windowI was not entirely happy, but they never responded to that commentThey are a small business, with very little ethicsThey are nice, until they have your moneyI was communicating with Mr.***, but as soon as I asked for a refund and disputed the short email stating they are keeping itHe ignored me and had his secretary email meThen I was told by email, that because I told them I would contact the Revdex.com, if this didn't get resolved, I was "threatening" them and was no longer allowed at the premise Final Business Response / [redacted] (4000, 13, 2015/09/10) */ ***Corresponding documents attached Case# [redacted] As stated numerous times in emails and the first rebutle to customer complaint, each custom package is all inclusive to meet customers expectationsThe customer explains that she received preliminary proof work before a deposit was put downThat is correctThe designer sends an actual proof that is considered preliminary before deposit to show customers that yes, we can create something and builds a concept to work off ofThe customer is not charged for that and only after they decide to move forward with a custom project do we ask for a deposit and begin to build designCustomer emailed on August 12th at 9:21am asking for a full refund due to personal problems, not because she was not provided with the services requestedThe customer states more than once in her Revdex.com complaint that it was because she was not happy with the designHowever, the customer had never addressed that in her initial email to us asking for a refund or at any previous timeOnly later after her request for a full refund was denied did she state the design work was her reason for not moving forwardIt should be noted that here request for a refund was not deniedThe customer paid $in the form of a deposit and received $in the form of a refund to the credit card she used for the deposit amount The customer states that she made mention of how she did not like the font and wanted a a change for thegraphics on the back window on August 4th at 12:18pShe was "not entirely happy" and we "never responded to that comment." That statement is not accurate either: On August 4th at 5:43p she received a picture proof with requested changes Auto Trimmers and its staff was cordial and respectful to said customer before, during and after this dispute as can be noted in all email interactions and did not change attitude towards customer once we received a deposit as the customer states The customer states that she communicated with the owner until she asked for a refund and had his secretary respond via emailThis is not trueThe customer had been in contact with the owner through the entire experienceAfter she was told we could only refund her deposit partially, the executive assistant who is in charge of all accounts payable inquiries responded to the customer and encouraged her to call the office at any time with any questions The customer states that she was told by email that if she contacts the Revdex.com that she was threatening the company and was no longer welcome on the premiseThis is not trueAfter the customer was encouraged to contact the business directly via telephone with any questions she continued to contact the company via email until after business hoursRegardless, the executive assistant answered and listened to her concernsAfter minutes of being spoken to disrespectfully and threatened by the customer who stated she would "stand outside of the shop until she received a full refund " and "demanded" immediate action be taken in the form of a full refund, the executive assistant said she was unauthorized to give a full refund without the owners consent as is company policyThe executive assistant then ended the conversation respectfully, which was not reciprocated, and hung up the phoneIt was after that conversation that the customer was sent an email stating that her threats to the executive assistant over the phone were "unprofessional and for those reasons you are no longer welcome at our establishment." There was no mention of being banned if a Revdex.com complaint was filed Auto Trimmers is willing to give the customer all work performed up until the point where the work order was terminated to resolve this complaint and end all forms of communication with customer Final Consumer Response / [redacted] (3000, 15, 2015/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am amazed at how this business paints a picture of their customers and this experienceThe amount of lies and stretching of the truth is outrageousI will not dignify any of their statements with a responseUtterly disappointed at this business and the ownerKarma is a terrible thing and does come back three foldI will not stoop to the low level the business, business owner, and personnel have stooped too Character has been shownKeep the money, you obviously need it more than a single mom starting a business
Initial Business Response / [redacted] (1000, 8, 2015/08/24) */ [redacted] Corresponding documents attached Revdex.com Case Complaint # [redacted] (Ref#19-96550203- [redacted] -4-300) Complaint states that customer gave down payment for vehicle letteringInvoice description is not for vehicle lettering but a custom graphics packageThis is made to meet customers specific needs which includes, but is not limited to, one-on-one meetings with a graphic designer, design layout, approval of print samples, proofs, materials and laborThis specific customers needs were to achieve a vehicle personalized with her brand i.ea personal picture of her and company information Customer also stated that she was asked at the time of her graphic design layout and vehicle measurements that she was asked to give a down paymentThat is falseIn an email exchange on July 27th (the day before her appointment) that "when you come over (to Auto Trimmers) to get the pics and measurements and of course a deposit" she was compliant and understanding that before we began designing, a deposit must be takenThe reason for a deposit was also addressed in detail several times in later emails Customer states in complaint that after receiving final proof that she was not satisfied with design and requested a refundThat is falseclient stated via email on July "YES!!!BEAUTIFUL!!!" in reference to the proof she had just receivedThen August 12th (days after her initial email requesting work done) she sent an email to the owner of the company stating that she "had to pay a medical bill" and "that used my extra funds up......would you please refund the card the deposit amount and we will touch base later?" Customer states that the company has not provided any information stating that we charge for "pre-lim" design workThe work done was not preliminary for something more importantThe work she wanted done was custom, therefore all components were equally important to achieve the final product the customer desiredthe customer was not provided with the details of a return policy as her vehicle was not completed, and she did not pay in full Auto Trimmers is a small company and because of that we do everything in our power to make sure that a customers experience is of the highest qualityWe know first hand that word of mouth is important in gaining new clientele as we are not a large corporationNot only do we provide a sense of friendship which you can see in said customers emails, but first class customer service Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business has provided communication proof that, they quoted the back window for $Then they quoted that the design work was $ Which one is it? I received a pre-lim proof, prior to any funds paidHow come I wasn't billed for those proofs, or told about a charge for them? I was told the total cost would be around $No mention of the deposit being used for the graphic designers timeNot one mention in the emailsI assumed it was for work to be completed on the car, not for every second before and after the quote, the clock was runningI also make mention how I did not like the font and wanted a change for the graphics on the back windowI was not entirely happy, but they never responded to that commentThey are a small business, with very little ethicsThey are nice, until they have your moneyI was communicating with Mr.***, but as soon as I asked for a refund and disputed the short email stating they are keeping itHe ignored me and had his secretary email meThen I was told by email, that because I told them I would contact the Revdex.com, if this didn't get resolved, I was "threatening" them and was no longer allowed at the premise Final Business Response / [redacted] (4000, 13, 2015/09/10) */ ***Corresponding documents attached Case# [redacted] As stated numerous times in emails and the first rebutle to customer complaint, each custom package is all inclusive to meet customers expectationsThe customer explains that she received preliminary proof work before a deposit was put downThat is correctThe designer sends an actual proof that is considered preliminary before deposit to show customers that yes, we can create something and builds a concept to work off ofThe customer is not charged for that and only after they decide to move forward with a custom project do we ask for a deposit and begin to build designCustomer emailed on August 12th at 9:21am asking for a full refund due to personal problems, not because she was not provided with the services requestedThe customer states more than once in her Revdex.com complaint that it was because she was not happy with the designHowever, the customer had never addressed that in her initial email to us asking for a refund or at any previous timeOnly later after her request for a full refund was denied did she state the design work was her reason for not moving forwardIt should be noted that here request for a refund was not deniedThe customer paid $in the form of a deposit and received $in the form of a refund to the credit card she used for the deposit amount The customer states that she made mention of how she did not like the font and wanted a a change for thegraphics on the back window on August 4th at 12:18pShe was "not entirely happy" and we "never responded to that comment." That statement is not accurate either: On August 4th at 5:43p she received a picture proof with requested changes Auto Trimmers and its staff was cordial and respectful to said customer before, during and after this dispute as can be noted in all email interactions and did not change attitude towards customer once we received a deposit as the customer states The customer states that she communicated with the owner until she asked for a refund and had his secretary respond via emailThis is not trueThe customer had been in contact with the owner through the entire experienceAfter she was told we could only refund her deposit partially, the executive assistant who is in charge of all accounts payable inquiries responded to the customer and encouraged her to call the office at any time with any questions The customer states that she was told by email that if she contacts the Revdex.com that she was threatening the company and was no longer welcome on the premiseThis is not trueAfter the customer was encouraged to contact the business directly via telephone with any questions she continued to contact the company via email until after business hoursRegardless, the executive assistant answered and listened to her concernsAfter minutes of being spoken to disrespectfully and threatened by the customer who stated she would "stand outside of the shop until she received a full refund " and "demanded" immediate action be taken in the form of a full refund, the executive assistant said she was unauthorized to give a full refund without the owners consent as is company policyThe executive assistant then ended the conversation respectfully, which was not reciprocated, and hung up the phoneIt was after that conversation that the customer was sent an email stating that her threats to the executive assistant over the phone were "unprofessional and for those reasons you are no longer welcome at our establishment." There was no mention of being banned if a Revdex.com complaint was filed Auto Trimmers is willing to give the customer all work performed up until the point where the work order was terminated to resolve this complaint and end all forms of communication with customer Final Consumer Response / [redacted] (3000, 15, 2015/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am amazed at how this business paints a picture of their customers and this experienceThe amount of lies and stretching of the truth is outrageousI will not dignify any of their statements with a responseUtterly disappointed at this business and the ownerKarma is a terrible thing and does come back three foldI will not stoop to the low level the business, business owner, and personnel have stooped too Character has been shownKeep the money, you obviously need it more than a single mom starting a business