Unified Global Group LLC

Complaint: 12235078
I am rejecting this response because:I'm not sure what this message is(?)  I know WHERE to send the splitter, I just need the pre-paid label.
Regards,
[redacted]

Mr. [redacted]The backing of the film you are referring to is the white paper that is shipped out with every solar shade order (images attached of new, in stock solar shade). We reviewed the images you provided of the shade, after install and they clearly show the install method was incorrect. Either...

there was too much heat applied/the shade was over stretched (images attached). The return was denied due to the item being installed and non-returnable. However, we did offer you a store credit and you declined. Per our terms & conditions, an item that is installed/used, it must be exchanged for the same item due to a manufacturers defect only. Should you receive an incorrect item, we need to be notified PRIOR to install within 72 hours of delivery to you. We have supplier changes from time to time and new images are not always provided. It is stated on our site that images are for representational purposes and the image on the listing may not always be the exact item. However, the shade still serves the same purpose and performs in the same manner: "Part photos may display sample models only and not represent the exact model being detailed."  http://www.corvettemods.com/TermsConditionsReturns_ep_46.html

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 dispute.
Please enter your reason(s) for rejecting the business response below.
Regards,
[redacted]
After receiving...

the item I had two conversations with Corvette Mods' customer service representative and, one with the customer service supervisor, there was never made mention that the parts had shipped from their supplier before I had called and canceled the order. The fact is the customer service representative made a point to tell me that the item had been shipped without her knowledge, an error had been made and that she didn't want me to think she had deceived me. Corvette Mods records their conversations with their customers and if they make these recordings available as they have with other Revdex.com disputes the recorded conversations will confirm this. The shipping and tracking information provided by USPS showed that a shipping label had been produced the on day after I called and cancelled the order, 7/24/15 but that the part wasn't accepted by USPS until 7/25/15. To state that filling out their form doesn't imply acceptance of "anything" is disingenuous at best. Their RMA form has a link to their return policy which spells out terms for withholding shipping charges. This is the primary reason for my dispute. I canceled the order it was shipped to me in error (by their customer service reps own admission) and in order to return the parts I need to agree to a policy that could force me to pay shipping on an item that should never have been sent in the first place. At no point in my conversations with the two customer service people did they ever state that I wouldn't be charged for shipping. When I asked for an email stating as such it was categorically refused. They were both instant that their form be completed to return the parts even though they were shipped in error.Mr [redacted]l must have me confused with another disgruntled customer because the order I placed didn't include free shipping. The order I placed was for an item that cost $189.98 with an additional $17.49 for shipping for a total of $207.47. With regards to Mr. [redacted] allegation that I do not want to pay to return the parts to Corvette Mods, I can only say that the cost of return postage never came up in my conversations with Corvette Mods' customer service representatives and I don't know how he made that assumption. I will in fact pay the postage to return the parts if this serves to resolve this issue. The resolution to this dispute is simple. Corvette Mods can agree to credit my AMEX account $207.47 upon receiving the parts in their original unopened package. Given that assurance I will not be able to get this item in the mail back to them fast enough.

Please contact customer service. All refund requests are processed within 7 business days of the request.

All custom parts have a 4 week lead time. You agreed to those terms when you completed your order online via electronic signature.  Contact customer service for proper cancellation/restock procedures

We are following PayPal procedures since you have disputed the charge. The process is not out of our hands. Please contact PayPal directly with your concerns as Revdex.com can not assist once you dispute a charge with a vendor. PayPal not controls the entire process. Thank you

Customer has disputed the charge and has kept the product. We have advised her that keeping the product is theft and we will need to proceed with collections action against her. If the product does not meet her needs, she is more than welcome to return it, however disputing the charge and refusing...

to return the product at her expense since the part is not defective is purely unethical.

The customer ordered an item from Corvette Mods and sent a request to exchange the item. We requested the exchange and provided the customer with return instructions and she sent the jacket back. The customer contacted us 3 weeks later to let us know that she had not received her replacement at which time we requested an update. We were then informed by the manufacturer that the item was on a back order and had an ETA of approximately 3 weeks. We informed the customer of the back order and she replied stating she wanted to be refunded. We informed the manufacturer that the replacement order was to be cancelled and once it was confirmed cancelled,  the order was sent to accounting to process the refund. The refund was issued on 3/22/2016 in the amount of $64.10. If the customer was previously refunded by her bank/credit card for filing a dispute then more than likely that is why she is not seeing it as a refund from Corvette Mods. We hope that this clears up any confusions or concerns. Please see the attachement for a copy of the refund transaction.  We sincerely apologize for any inconvenience the customer has experienced as a result of this transaction.

Our sales reps are only able to refer a customer to a specific part based off the information the customer gives. We are unable to see the actual exhaust and the reps ask questions to help determine what part is needed. The customer did not tell the sales rep that he had an NPP exhaust and instead stated said it a non upgraded standard exhaust. The item was already in the customers shopping cart when he called us and all the rep did was verify that it was the item he wanted and needed then completed the order. The part that was sent to him is the part that he ordered and was not sent in error nor was he guided to that part incorrectly. The customer should have known upon attempted installation if the item was incorrect before he forced it onto his car. We have customers call us all the time because they realized they ordered for the wrong exhaust and up until now no one has ever had to cut one off because they got it wedged. We regret that the customer feels that we are being unreasonable in our response however we cannot honor his requests because the item has been completely destroyed. He states that the lower piece is still intact but that does no good without the other piece. It is unfortunate that the customer forced the part onto his car and had to destroy it to get it off, had he called us before doing that then we absolutely would have worked with him to get the issue corrected. We simply are unable to refund, exchange or give store credit for an item that cannot be resold and is of no value due to the customer cutting it. We are willing to offer the customer a discounted price if he would like to order a replacement for the correct exhaust and he can call our sales department to have that discount applied. Thank you,[redacted]

Complaint: [redacted]
I am rejecting this response because:It does not say where email went. I would like to make a purchase with my {voucher,credit)  if it is by email send to:   [redacted]by mail: [redacted]
Regards,
[redacted]

[redacted] You have also spoken to the wheel supplier, and they state contrary. Our customer service team are not techs, they have no idea if a wheel meets specs. Again, we have spent a good deal of time trying to resolve this for you as well as multiple shipments on our account trying to resolve. We would appreciate you allowing us the opportunity to correct the issue before submitting a complaint. [redacted] has advised that she has reached out to you multiple times to discuss the new wheel being sent. We have left you multiple messages and emails, PLEASE return our call so we can help you. Thank you

Complaint: [redacted]
I am rejecting this response because, I have not received a credit for the freight, and I have not received a tracking number, it seems all this company does it say they are dong something but never follow thru!
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11252684, and have determined that this does not resolve my dispute.
Please enter your reason(s) for rejecting the business response below.The block has been lifted from my credit card. I will close this case when the rest of the charge is reimbursed.

Our shop is located in Texas, where was this sent to?

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 dispute.
Please enter your reason(s) for rejecting the business response below.
Regards,
[redacted]It is clear that this company has a lack of leadership in their customer service department. I have attached a copy of the web page it is confusing at best, it clearly states shift knob options? but the representative states there is only one knob that will fit. this is ridiculous, which one is it?

Complaint: [redacted]
I am rejecting this response because:  I have communicated back through the [redacted] means twice supplying my response to CorvetteMods that BOTH parts were in the SAME box and the company has refused to reply.  I've supplied a tracking number and proof of delivery.  I should not be at fault for whoever they hire not accounting for BOTH parts.  I have fulfilled the return as requested and am not waiting weeks later for a refund.
Regards,
[redacted]

Our call logs have in no way been altered. If the customer called from another phone number and would like to provide that number then we would be happy to send any call recordings we have for that number as well. At this point we believe that it should be apparent that the customer is grasping at straws to try and make it seems as though we are being decitful. He questions how a missed call can be 1:28 duration and the answer is , voicemail! The customer would have left a voicemail that lasted that length of time. If you will look at the date and times of the calls you can see what calls were first, second, third, etc. Call #4, the customer was speaking with [redacted] and not [redacted] as he indicated in his response, The call duration shows 2:09 and that time starts the moment the call starts to ring thru to the line and includes all recorded messages that the customer hears before the call is connected to a live person. Unfortunately we are unble to retrieve voicemails once they have been listened to , otherwise I would gladly send you those recordings as well. The customer was never denied a return of the item and was not sent anything in error. The fact remains that the customer ordered online, called us to check status, called back and stated he wanted to cancel if it had not already shipped, called again and requested to cancel and he was informed numerous times that IF it had not already been shipped then the order would be cancelled. The manufacturer confirmed in an email the same day he requested to cancel,  that the order had in fact shipped therefore the order could not be cancelled. We have provided all of the documents, recordings, etc. to show that we have in no way made an error and that we did not reject a return request. The customer took it upon himself to follow ill advice from his credit card company and refused to complete the necessary steps to get a return authorization. We request that you please listen to the messages again so that you will see that the customer was not willing to cooperate from the beginning, Had he filled out the request form, the request would have been processed and we could have possibly negotiated terms that would have been satifactory but, since the customer has filed the dispute with the AMEX we are now negotiating with them.   Thank you,[redacted]Operations Manager

May 5, 2015 
[redacted]
Complaint Handler
Revdex.com
100 Bryant Wood South
Amherst, NY 14228
 
Re: [redacted] 
 
Complaint # 10609696
[redacted],    ...

  
            We appreciate you taking the
time to contact Unified Global Group to address the recent issues and
complaints. Unified Global Group is firmly committed to providing quality
customer service to all of the consumers that we deal with.
 Upon receiving the complaint
submitted by [redacted], we have reviewed the account.  Upon our own investigation we cannot confirm
all the allegations made by the consumer. 
We apologize if any of our employees spoke to her in a demeaning way,
everything will be reviewed and employees will be reprimanded accordingly.  We just received notice that Ms. [redacted] did
her due diligence and confirmed that we are the correct party to pay and has
agreed to pay a settlement of $325 over the phone tomorrow.  We will make sure that she receives all of
the proper paperwork when the account is settled.
 
Sincerely,
[redacted]
General Manager