True Customs

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. Regards, [redacted]

TRUE CUSTOMS
NATIONAL CITY BLVD
NATIONAL CITY CA,
619-434-
ID 10280090
10/30/
To Whom May It Concern,
Us as True Customs are number one priority is customer service. On the date of 9/25/we helped *** *** get finance. Everything went well from choosing the product, to paying the product, to special order the specific parts he wanted; finalizing it with the installationThe day we delivered the car *** comes says he is having problems. Which True Customs checked the installation, and *** was absolutely right. A piece of a equipment came out to be defective from factory (EPIC160). Just to mention we are a retail store we sale product we do not self manufacture the product. So the special order product that came out defective, we need to send it back to the manufacture for warranty. Shipping back to the supplier can take up to to business working days. Product was taking a little bit to long to get it back from the company. So just to try to keep *** happy we decided to pick up the special order part (epic ) from a local retail supplier. After receiving the part we spoke ***/ Snap (finance company) to set up an appointment to install the missing part in his vehicle. In the morning of the October 22, when I ( *** ) opened the store. I found his car parked in front of our location and he dropped the keys in the drop box. When we were about to start working on his car there was a note (list ) stating the way he wanted the install. As a reminder installation was completed , all we were going to install was the warranty issue . As the note says basically to re-install everything and re-run the wires to the other side of the vehicle. To try to keep *** happy once again we did we installed everything once again. So that’s the reason we took a lot longer to finish with everything. The only thing we did not do on his list is mount the amps to the car. We used a piece of wood and put the wood between the oem carpeting underneath the amps, because of the same reason us as a shop we know the gas tank is there. That’s why on the note (list ) *** told us the amps were lose. True Customs knew that already. So after the whole installation and the warranty issue was fixed. One of the sales associate and the installer went over all the installation thoroughly with *** himself. The installer specially told *** we weren’t going to mount the amps because of the gas tank . *** himself agreed we weren’t going to mount them. So True Customs did not drill holes wholes into the gas tank as Mr*** state. For example if you have a gas tank and only hole was made on a gas tank. It will have a very strong smell of gasoline. So imagine having holes like *** says. So if we were responsible for those holes *** would smelled the gasoline the day he picked up his car. Not call us two days later he had taken his car from the True Customs facility. True Customs has video of the day *** picked up his vehicle and thoroughly went through the whole installation; on this video you can clearly see Mr*** go inside the trunk several times to check and verify the installation after we drove it off our installation bay and he drove the car himself for about ten minutes and come back; once again everything is recorded by our security cameras
We strongly instruct Mr*** not to drill wholes that was our advise before and after the installation
Unfortunately we can not agree to Mr*** terms because we are nor responsible for the damages to his car; He tempered our installation affecting the warranties of the product and our laborWe special order the product the he specifically want it and he finance the entire labor and parts
Here is an example of our terms and conditions that Mr*** sing and agree the day he purchased/finance the product and labor:
I hereby authorize the repair work to be done along with the necessary materialsYou and your employees may operate vehicle for purpose of testing, inspection or delivery at my own riskAn express mechanic’s lien is acknowledge on vehicle to secure the amount of repairs theretoYou will not be held responsible for loss or damage to vehicle or articles left in vehicle in case of fire, theft, accidents or any other cause beyond your controlA $PER DAY storage fee will be charge for any car left over day after completionAll sales are final! There are no returns or refunds on special orders or cancellation on any financingAny item left over days becomes the property of true CustomsIn an event of return with managers approval, there will be a 35% re-stocking feeAll refunds will be mailed via US mail whit in days of return itemAny wheels and tires left at True Customs after days will be sent for recycling there are no exceptionsOn used merchandise No warranty or refunds
Signature__________________________________ Date:__________________________
We appreciate your attention on this matterPlease feel free to contact us at any time for any questions or concernsThank you
Sincerely Yours: *** ***

I think they should change the name from "True Customs" to "Customs" I had 0% Trust on their commitmentThey give all statement from the beginning start giving "any time, you can visit them for a service"They bill you at first, even the work is not startedthere is no "WORK order" concept with themFirst day, after hour of waiting, they said the material need for the car not available and asked me to come next dayWhen I visited next day, after spending hours, they said the order didn't arriveWhen I cancelled the service, they said that will not return the money immediatelyThey will send the refund by mailSuch foolish process I never seen in any shopsAVOID, AVOID, AVOID going with them ! ALL are statements

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.
Regards,
[redacted]

Review: left my car at this stereo shop on 10/22/14 for the third time to have my stereo system finally completed. picked up my car on the 10/23/14 at 5:30 pm to find my install still incomplete..(mind you this installation started 9/25/14)...so the "owner" alen told me to come by monday or tuesday to yet again for the forth time try to fix and finish my install. this evening 10/24/14 I stop and put 20.00 of gas in my car,when I got back in my car I smelt a very strong Oder of gasoline. I immediately went back home and opened my trunk where the smell was unbearable I started looking for a leak. when I removed my amplifiers that true customs had installed I then seen 3 holes going through my gas tank which they drilled to secure my amps.my car is now parked because I am scared of catching my care on fire.Desired Settlement: I would like my gas tank replaced.the amount of the entire install of every piece of merchandise purchased reimbursed.some type of compensation for the very unprofessional service and problems

Business

Response:

TRUE CUSTOMS

1316 NATIONAL CITY BLVD

NATIONAL CITY CA, 91950

619-434-8772

ID 10280090 10/30/2014

To Whom May It Concern,

Us as True Customs are number one priority is customer service. On the date of 9/25/2014 we helped [redacted] get finance. Everything went well from choosing the product, to paying the product, to special order the specific parts he wanted; finalizing it with the installation. The day we delivered the car [redacted] comes says he is having problems. Which True Customs checked the installation, and [redacted] was absolutely right. A piece of a equipment came out to be defective from factory (EPIC160). Just to mention we are a retail store we sale product we do not self manufacture the product. So the special order product that came out defective, we need to send it back to the manufacture for warranty. Shipping back to the supplier can take up to 7 to 14 business working days. Product was taking a little bit to long to get it back from the company. So just to try to keep [redacted] happy we decided to pick up the special order part (epic 160 ) from a local retail supplier. After receiving the part we spoke [redacted]/ Snap (finance company) to set up an appointment to install the missing part in his vehicle. In the morning of the October 22, 2014 when I ( [redacted] ) opened the store. I found his car parked in front of our location and he dropped the keys in the drop box. When we were about to start working on his car there was a note (list ) stating the way he wanted the install. As a reminder installation was completed , all we were going to install was the warranty issue . As the note says basically to re-install everything and re-run the wires to the other side of the vehicle. To try to keep [redacted] happy once again we did we installed everything once again. So that’s the reason we took a lot longer to finish with everything. The only thing we did not do on his list is mount the amps to the car. We used a piece of wood and put the wood between the oem carpeting underneath the amps, because of the same reason us as a shop we know the gas tank is there. That’s why on the note (list ) [redacted] told us the amps were lose. True Customs knew that already. So after the whole installation and the warranty issue was fixed. One of the sales associate and the installer went over all the installation thoroughly with [redacted] himself. The installer specially told [redacted] we weren’t going to mount the amps because of the gas tank . [redacted] himself agreed we weren’t going to mount them. So True Customs did not drill 3 holes wholes into the gas tank as Mr. [redacted] state. For example if you have a gas tank and only 1 hole was made on a gas tank. It will have a very strong smell of gasoline. So imagine having 3 holes like [redacted] says. So if we were responsible for those holes [redacted] would smelled the gasoline the day he picked up his car. Not call us two days later he had taken his car from the True Customs facility. True Customs has video of the day [redacted] picked up his vehicle and thoroughly went through the whole installation; on this video you can clearly see Mr. [redacted] go inside the trunk several times to check and verify the installation after we drove it off our installation bay and he drove the car himself for about ten minutes and come back; once again everything is recorded by our security cameras.

We strongly instruct Mr. [redacted] not to drill wholes that was our advise before and after the installation.

Unfortunately we can not agree to Mr. [redacted] terms because we are nor responsible for the damages to his car; He tempered our installation affecting the warranties of the product and our labor. We special order the product the he specifically want it and he finance the entire labor and parts.

Here is an example of our terms and conditions that Mr. [redacted] sing and agree the day he purchased/finance the product and labor:

I hereby authorize the repair work to be done along with the necessary materials. You and your employees may operate vehicle for purpose of testing, inspection or delivery at my own risk. An express mechanic’s lien is acknowledge on vehicle to secure the amount of repairs thereto. You will not be held responsible for loss or damage to vehicle or articles left in vehicle in case of fire, theft, accidents or any other cause beyond your control. A $45.00 PER DAY storage fee will be charge for any car left over 3 day after completion. All sales are final! There are no returns or refunds on special orders or cancellation on any financing. Any item left over 14 days becomes the property of true Customs. In an event of return with managers approval, there will be a 35% re-stocking fee. All refunds will be mailed via US mail whit in 14 days of return item. Any wheels and tires left at True Customs after 3 days will be sent for recycling there are no exceptions. On used merchandise No warranty or refunds.

Signature__________________________________ Date:__________________________

We appreciate your attention on this matter. Please feel free to contact us at any time for any questions or concerns. Thank you.

Sincerely Yours: [redacted]

Consumer

Response:

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.

Regards,

Review: Purchased a lowering kit for my 2014 mustang for $750. I was told it would lower my mustang 1.3 inches in the front and 1.8 inches in the rear however when I went pick my car up you could not notice it was lowered at all. They sold me the wrong kit and installed it on my car. When I told them I was not happy with and wanted to return it I was informed all the could do is exchange it for the correct kit which would cost me $1000 more! I told them that was not acceptable. Also my car was supposed to be done in one day. My car was not ready for over one week. Also while my car was there they tinted my windows, the broke the front windshield trying to tint it which was replaced but by a cheaper windshield and not an original one from a ford dealer and also the windshield had a Roush decal from ford on it which has yet to be replaced by true customs. So while my car was there for almost two weeks they manage to break my front windshield, still have not replaced the decal on the front windshield and installed the wrong lowering kit which I have not been refunded for.Desired Settlement: I want at minimum my $750 refund for the wrong lowering kit that was installed on my car and the cost of the roush decal so that I can take my car to ford and have it correctly fixed.