XTC Motorsports

The customer wanted Rigid flood lights and a new main grille and bumper grille on his truck. Rigid Industries did not make mounts for the lights for his year truck so we offered to custom make the brackets to fit his truck. When the grille's arrived the customer dropped off the truck and we made the...

custom light brackets and mounted the flood lights, we installed the upper grille and then found that the bottom bumper grille did not fit his truck and the manufacturer did not have one, we gave him the option of returning the bottom grille for a full refund or we could send it to our fabricator to modify it to fit. The customer wanted the grill so we measured the truck and sent it out to have it trimmed. The customer never complained about his main grill or his custom light install, he said he was happy. He called a few days later and wanted to cancel the bottom grill but the fabricator had already trimmed it so he was informed it was too late to cancel. We installed the bottom grille, he complained that it was loose, he pulled on it many times making it looser saying it would not hold up to off road use, we did not design the grille and how it mounts, that is up to the manufacturer, so to make sure he was happy we spent extra time pulling it out and doing custom reinforcement to it so that it would not move at all. After we did all the extra work he said he was happy, we did not charge him for all the extra time and material used, we wanted a happy customer. He never came back in and complained about it so we had no idea he was unhappy. XTC Motorsports prides itself on great customer service and making sure the customer is happy. In this case the customer never complained and had changed his mind when it was too late. The grille that he was unhappy with was $139 out of the order with an hour install. He was misleading in his complaint. We have never dealt with the Revdex.com but it was our belief that it was there to protect the public from shady dealers and to protect the public from something they did not get after they paid, not with a customers that was unhappy with their purchase's and whom never approached the sales person or the owner with any complaint to air his grievance. It was a $139 grille that was trimmed to fit, we did not manufacture the grille we only installed it. We spent a lot of extra time trying to make hlm happy. Obviously he changed his mind after it was too late, so when he arrived to pick it up he yanked on it to try to make it fall out, so he could cancel the order. We worked on it an extra hour to make sure it was installed to his expectations, but since he did not want it after he committed to it, we never would have made him happy no matter how many hours we spent. The customers desired settlement is for us to be more sincere and honest, we were sincere and honest and gave him the opportunity to cancel the order for a refund before it was modified, but he chose to have it modified and as such was non cancellable and he was told that, if he was unhappy with it he should notified us like most people would have done.

The customer wanted Rigid flood lights and a new main grille and bumper grille on his truck. Rigid Industries did not make mounts for the lights for his year truck so we offered to custom make the brackets to fit his truck. When the grille's arrived the customer dropped off the truck and we made the...

custom light brackets and mounted the flood lights, we installed the upper grille and then found that the bottom bumper grille did not fit his truck and the manufacturer did not have one, we gave him the option of returning the bottom grille for a full refund or we could send it to our fabricator to modify it to fit. The customer wanted the grill so we measured the truck and sent it out to have it trimmed. The customer never complained about his main grill or his custom light install, he said he was happy. He called a few days later and wanted to cancel the bottom grill but the fabricator had already trimmed it so he was informed it was too late to cancel. We installed the bottom grille, he complained that it was loose, he pulled on it many times making it looser saying it would not hold up to off road use, we did not design the grille and how it mounts, that is up to the manufacturer, so to make sure he was happy we spent extra time pulling it out and doing custom reinforcement to it so that it would not move at all. After we did all the extra work he said he was happy, we did not charge him for all the extra time and material used, we wanted a happy customer. He never came back in and complained about it so we had no idea he was unhappy. XTC Motorsports prides itself on great customer service and making sure the customer is happy. In this case the customer never complained and had changed his mind when it was too late. The grille that he was unhappy with was $139 out of the order with an hour install. He was misleading in his complaint. We have never dealt with the Revdex.com but it was our belief that it was there to protect the public from shady dealers and to protect the public from something they did not get after they paid, not with a customers that was unhappy with their purchase's and whom never approached the sales person or the owner with any complaint to air his grievance. It was a $139 grille that was trimmed to fit, we did not manufacture the grille we only installed it. We spent a lot of extra time trying to make hlm happy. Obviously he changed his mind after it was too late, so when he arrived to pick it up he yanked on it to try to make it fall out, so he could cancel the order. We worked on it an extra hour to make sure it was installed to his expectations, but since he did not want it after he committed to it, we never would have made him happy no matter how many hours we spent. The customers desired settlement is for us to be more sincere and honest, we were sincere and honest and gave him the opportunity to cancel the order for a refund before it was modified, but he chose to have it modified and as such was non cancellable and he was told that, if he was unhappy with it he should notified us like most people would have done.