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Complaint Details
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Initial Complaint
10/28/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I scheduled an appt 4 weeks out for a remote start install. the guy i spoke to said he had the parts in stock and scheduled me for nov 11. i made 100 deposit and was never made aware of any policy for cancelling an appt (not getting deposit back) nor was i emailed a receipt or invoice with policy on it and the manager admitted i didn't get the invoice with the policy. today 10/27/21 i called to cancel my appt due to the fact that i sold that car. was advised per policy i would not be refunded the deposit and would only be given store credit. i made him aware that he never told me about this policy when i scheduled. he stated he was the one who scheduled me and admitted i didn't get the policy. they should either tell everyone about the policy when taking deposits or honor a full refund especially since my appt is still 3 weeks away. he stated he would have to talk to someone but there's no guarantees of anything. wont be going back here ever again. poor communication and poor management. policies can only be in place and followed with verbal/written acknowledgment for the consumer otherwise policies are broken and contracts are invalid.***Update the owner has stated that because of my review on ****** he is unwilling to work with me and there's nothing more he can do. he asked me what i thought a deposit was for and i explained that the issue is that no one stated to me the purpose of the deposit when i scheduled. i was under an impression that it was to hold my spot for nov 11. he stated it was for a special part needing to be ordered. the issue isnt that a part was ordered (which by the way a company can return and the owner stated that to me) the issue is that i was never made aware that a part was even ordered. the owner stated i was told this was being reviewed and that i should have given it time prior to posting a review on ******.Business response
11/30/2021
***** called 10-15-21 to inquire on a remote starter. Dusty (store manager) explained in detail the different remote starters available. ***** decided on a specific remote starter. Dusty then offered her available installation dates for her to choose. ***** decided on 11-11-21. Dusty then required a deposit to hold the 3 hour appointment and pull product or special order product for her vehicle. Dusty also explained this in detail for the fact we follow the same procedure with every customer. Our scheduling system will not schedule appointments and order necessary parts required for an install without a deposit. ***** understood and agreed then paid the minimum $100.00 required deposit.***** called 10-27-21 and talked with Dusty stating she wanted her deposit refunded. Dusty stated he would need to review everything relating to her install especially the special order parts that were ordered for her specific vehicle. Dusty simply requested a couple hours from *****. The reason Dusty required this amount of time was to review other customers scheduled to see if he could use ***** special ordered parts for another customer with a similar vehicle as *****. This was his attempt as a courtesy for the fact we do 12 vehicles per day but he would need to review each one by one to determine if a similar vehicle was scheduled. Unfortunately ***** would not hear this and decided to swear at Dusty. Dusty tried multiple times to calm ***** down but ***** wouldn't listen without swearing and throwing a tantrum. ***** then hung up on Dusty.***** called back in less than 15 minutes and talked with ********, our bookkeeper. Unfortunately ***** was still extremely volatile. ******** tried explaining that Dusty has started our standard process relating to refunds. ******** mentioned to ***** that **** (General Manager) could call her back once he returned to the store within the hour which she agreed.***** then decided within 1/2 hour of her original call to blast social media including 1 star reviews with incorrect, false and slander information.Upon ******* completely irasional decisions, swearing and slander we decided we could not help her any further.***** special ordered items are available for her to pick up. Total amount due to receive these parts is $131.74 deduct her $100.00 deposit with a remaining amount of $31.74 owing. We are offering shipping for an additional amount.Customer response
11/30/2021
I am rejecting this response because:
Its false I was never made aware of their policy which is why I was mad. The swearing was due to the company stealing from me.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.