ComplaintsforC H Urness Motor Company

• Initial Complaint

  01/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  WE ORDERED DEALER GLASS FOR WINDSHIELD ON 2020 NEW BODY DODGE PICKUP AND AFTER WE ORDERED AND WERE WAITING FOR WINDSHIELD CUSTOMER TOOK TO A DEALERSHIP IN VANCOUVER HAD IT DONE CAUSE WE WERE STILL WAITING WE TRIED TO CANCEL CAUSE URNESS HAD NOT YET RECIEVED IT AND WERE TOLD WE HAD TO KEEP WE AGREED AND WAITING PATIENTLY FOR IT TO COME IN EVEN THOUGH WE NO LONGER NEEDED AFTER 5 MONTHS WE CALLED AND THEY SAID THEY HAD WINDSHIELD THERE FOR MONTHS SO WE WENT TO GET3 SEPERATE OCASSIONS FIRST WERE TOLD IT WAS NOT THERE SO WE CALLED AGAIN AND SAID IT WAS SO WE WENT BACK AND WE OPENED AT THE DEALERSHIP AND IT WAS CLEARLY BADY BROKEN SO WE SAID WE DIDNT WANT IT BROKEN AND THEY TOLD US TO TAKE IT ANYWAYS AND WE WOULD DEAL WITH IT LATER SO WHEN WE CALLED BACK THEY TOLD US THEY WERENT RESPONSIBLE EVEN THOUGH THEY WERE IN POSSESSION OF SAID WINDSHIELD WHOLE TIME AND IT WAS ON US FOR LEAVING IT WITH THEM AND WE SHOULD OF PICKED UP SOONER WE TRIED AND THEY KEPT SAYING THEY DIDNT HAVE IT SO THE OWNERS SON TALK TO ME SAYING WE WERE SLANDERING THEM AND THAT ITS OUR FAULT WE SHOULDNT OF TAKIEN IT BUT HIS EMPLOYEE TOLD US TO JUST TAKE AND WE COULD DEAL WITH IT LATER KNOW WANTS US TO PAY HALF FOR ANOTHER WINDSHIELD AND WERE STILL OUT FOR COST OF FIRST WINDSHIELD VERY BAD BUSINESS PRACTICE IN OUR EYES DONT UNDERSTAND HOW IT BEING WITH THEM AND GOT BROKE I SHOULD HAVE TO PAY FOR IT.

  Business response

  01/18/2022

  In response to the complaint submitted to your agency on January 7, 2022 against our company
  made by ******** ******* of Northwest Windshields Plus located in The Dalles Oregon.
  
  Customer ordered and paid for a non-returnable, non-refundable part on July 1st 2021. It came
  in on September 30th and they were notified the same day it had arrived. However, it was not
  picked up until December 28th. During the three months it was left here, their part was stored
  outside in an enclosed covered area. We are not a storage facility and our building is not
  designed to be one. Therefore, it is not our policy to store customer parts indefinitely and
  cannot be held 100% liable for any damage which may occur to abandoned property even
  though every step is taken to avoid such an outcome. However, since the part was damaged,
  we are willing to resolve the matter by refunding half the cost this customer paid in the amount
  of $364.00.

  Customer response

  01/18/2022

  
  Complaint: ********
  
  I am rejecting this response because: WE WERE NEVER TOLD THAT IT WAS NON RETURNABLE WHEN WE ORDERED IT & THE CUSTOMER WAS ALSO 

  CALLING URNESS TO CHECK ON STATUS & HE GOT UPSET & AFTER 2 MONTHS WENT TO A DEALER IN VANCOUVER WHERE THEY HAD THE GLASS IN STOCK.

  I TRIED TO CANCEL & WAS TOLD NO. COULDNT BE TOO SPECIAL OF AN ITEM IF A DEALER 100 MILES AWAY HAD IT IN STOCK. WE RECEIVED 2 CALLS FROM

  URNESS REGARDING THAT GLASS HAD COME IN BUT THAT WASNT UNTIL OCTOBER 2021.  I SENT OUR OWNER IN TO PICKUP UP GLASS AFTER SECOND CALL 

  & HE WAS TOLD WE DIDNT HAVE ANY GLASS THERE.  SO I FORGOT & HAD TO CALL URNESS PARTS DEPT & FIND OUT WHERE THE GLASS HAD GONE & 

  THEN THEY REMEMBERED SO I SENT ONE OF OUR TECHS TO GET THE GLASS AT WHICH TIME WE DISCOVERED IT WAS BROKEN.  CARLOS WAS TOLD BY 

  URNESS TO TAKE BROKEN GLASS & HE WAS TOLD IT WAS BROKE BECAUSE IT SAT THERE FOR SO LONG.  NOT A VIABLE EXCUSE. SO I SPOKE TO TIM

  URNESS WHO WAS AS RUDE AS ANYONE COULD BE TELLING ME IT WAS OUR PROBLEM & HE WOULD ORDER ME A NEW ONE FOR ANOTHER $600. I TOLD HIM

  WE ALREADY PAID $728 & HE ASKED IF IT WAS A SPECIAL ORDER OR IF WE PAID FOR RUSH DELIVERY.  SUGGESTING THEY OVER CHARGED US $128.

  I TOLD HIM THAT IF WE WERE STUCK WITH THE GLASS THEY SHOULD ATLEAST REPLACE IT WITH A NEW UNBROKEN ONE. WHO PAYS THAT MUCH MONEY

  FOR SOMETHING BROKEN.?  WE WANT ALL OUR MONEY BACK HALF IS NOT AGREEABLE.  ANYTIME A PRODUCT IS RECEIVED BROKEN IT SHOUKLD BE

  REPLACED FOR FREE WHETHER IT BE NON REFUNDABLE OR NOT OR WE SHOULD BE CREDITED BACK THE MONEY WE HAD ALREADY SPENT.

   

  
  Sincerely,
  
  ******** *******

  Customer response

  02/23/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  ON JULY 1ST 2021 I CALLED URNESS MOTORS & ORDERED A OEM WINDSHIELD FOR A 2020 RAM 1500 PICKUP. AT THAT TIME WE WERE NOT TOLD IT WAS NON RETURNABLE. WE WERE TOLD IT WAS ON BACK ORDER & COULD TAKE UP TO 5 MONTHS TO RECEIVE.  OK FINE.  DURING THIS PERIOD I CALLED & THE CUSTOMER CALLED MULIPLE TIMES CHECKING ON THE STATUS. THE CUSTOMER GOT TIRED OF WAITING & FOUND ANOTHER DODGE DEALER 80 MILES AWAY WHO HAD THIS GLASS IN STOCK.  I CALLED TO CANCEL GLASS AROUND SEPT 15TH & WAS TOLD IT WAS A NON RETURNABLE ITEM SO YES I DID TALK TO THE 

  PARTS MANAGER.  IT IS WHAT IT IS SO WE PLANNED ON KEEPING IT SO BY NOW WE WERE JUST WAITING.  WE WERE NOT TOLD

  THAT WHETHER THE GLASS WAS BROKE OR NOT IT WAS NON RETURNABLE.   WE WERE NOT TOLD GLASS WAS IN UNTIL MID 

  OCTOBER.  URNESS ONLY CALLED 2 TIMES TO LET US KNOW THE GLASS WAS IN.  IN THE MEAN TIME WE HAD COMMUNICATION 

  WITH URNESS REGARDING OTHER VEHICLES ATLEAST 5  TIMES OR MORE A WEEK & THE GLASS WAS NOT MENTIONED.  

  IN DECEMBER WE SENT A TECH TO PICKUP GLASS TOLD WE DIDNT HAVE ANYTHING. THE NEXT WEEK OUR OWNER WENT TO 

  PICK U GLASS & HE WAS TOLD WE HAVE NOTHING SO I CALLED KYLE & HE SAID IT WAS THERE THEY HAD FORGOTTEN. SENT ANOTHER TECH & HE OPENED THE BOX AT DEALERSHIP & GLASS WAS BROKEN & WE WERE TOLD TO JUST TAKE IT & THEY'D DEAL WITH IT LATER.  I SPOKE TO TIM URNESS WHO WAS A COMPLETE ASS!!!!  HE WAS THREATENNING TO SUE US FOR SLANDER & HE HUNG UP ON ME 3 TIMES & CALLED BACK.  I TOLD HIM THAT WE NEEDED AN UNBROKEN PEICE OF GLASS & HE TOLD ME THE ONLY WAY I WAS GONNA GET A NON BROKEN WINDSHIELD WAS TO PAY FOR IT AGAIN. THEN HE OFFERED TO SPLIT A NEW GLASS  WITH US FOR $300.  HE SAID A NEW ONE WAS $600 & WE ORIGINALLY PAID $728 SO HE OVER CHARGED US TO START WITH. I SPOKE TO DODGE CORPORATE OFFICE CUSTOMER SERVICE LAST WEEK & EXPLAINED THE SITUATION, THEY SAID THAT IN GENERAL IF GLASS IS  BROKE THAT IT SHOULD BE SWAPED OUT FOR A NEW ONE & THAT THE DEALERSHIPS OFFER WAS HOKEY. HE IS A CORRUPTED BUSINESS MAN & SHOULD NOT BE SELLING ANYTHING.  WE ARE A SMALL COMPANY & WHEN THEY SAY NON RETURNABLE NO 

  ONE MENTIONED BROKE OR NOT IT IS NON RETURNABLE.  HOW IS A NATIONAL BACK ORDER ONLY APPLY TO TO 1 DEALERSHIP WHILE OTHERS HAVE IT IN STOCK? NOTHING THAT MAN HAS SAID WAS ACURATE FOR THIS SITUATION. HE WAS NOT THERE NOR WAS HE AWARE THERE WAS ANY PROBLEM UNTIL I CALLED HIM TO FIND OUT HOW TO REPLACE THE BROKEN GLASS.  HE NEVER 

  MENTIONED STORGE FEES UNTIL I TOLD HIM TO CHARGE US A STORAGE FEE & GIVE US A REFUND.  FOR THE LAST 50 YEARS

  & IM SURE LONGER IS IF YOU PURCHASE A PRODUCT & ITS BROKE YOU EXCHANGE IT!!!!  IF YOU GO TO FRED MEYER & PAY $800 FOR A TV GET IT HOME & ITS BROKE, ARE YOU GOING TO PAY ANOTHER $800 OR ARE YOU GOING TO EXCHANGE IT??????

  ABSOLUTELY RIDICULOUS THAT WE ARE STUCK WITH A WINDSHIELD THAT ALL WE CAN DO WITH IS THROW IT IN THE GARBAGE. 

  I THINK THE DEALERSHIP BROKE IT &  THATS WHY WE CANT EXCHANGE IT.  SHOULD NOT BE OUR PROBLEM.  SO THEN I FILED A COMPLAINT WITH YOU PEOPLE ONLY TO BE TOLD YOU CLOSED CASE. WE ARE ACCREDITED & URNESS IS NOT. WE PAY YOU GUYS $70 A MOTH FOR WHAT???? WE NEED A REMEDY ASAP. WE ARE A SMALL BUSINESS & CANT AFFORD TO THROW HUNDREDS OF DOLLARS AWAY. SO AGAIN WE WERE HOPING THAT YOU COULD HELP US SINCE YOU DO OFFER ARBITRATION. NOTHING HAS BEEN DONE TO HELP US SO WHAT ARE WE PAYING YOU FOR? IM HOPING THAT YOU REOPEN OUR CASE & HELP US FIX THIS PROBLEM.

  ALSO WE HAVE A DOOR GLASS AT OUR SHOP THAT A CUSTOMER PAID FOR IN JUNE 2021 & ITS IN A CARD BOARD SLEEVE IN OUR EVERY DAY WALKING AREA & THAT GLASS IS STILL IN TACT & WE CERTAINLY WOULD REPALCE IT IF IT GOT BROKEN. THANKS ***

  
  
  Sincerely,
  
  ******** *******

  Business response

  03/17/2022

  The facts are as follows:

  1. The windshield is and has always been NON-RETURNABLE by her or by us, period!
  

  2. Customer was told the windshield was a "Special Order Non-Returnable" part by our Parts Manager at time of order which is why we required payment upfront.

  3. Our parts return policy is also available to review on our parts invoice (see attached).

  4. Customer was contacted numerous times to pick up the windshield and they did not pick it up for 3 months.

  5. When Customer finally picked up the windshield several months later it had been damaged while in storage.

  6. C. H. Urness Motors Company has been in business locally in The Dalles for 75 years, Northwest Windshields Plus has only been here for 1 year and this is how they do business!

  7. Customer is using Media extorsion to get their way, therefore, I rescind my offer to reimburse half the cost they paid for the windshield.  

  Customer response

  03/21/2022

   
  Complaint: ********
  
  I am rejecting this response because: THATS FINE & I UNDERSTAND THAT ITS A SPECIAL ORDER & IS NOT RETURNABLE. 

  NO WHERE IN THE RETURN POLICY DOES IT STATE THAT BROKEN OR NOT IT IS NON RETURNABLE.  WE ASKED FOR 

  A REPLACEMENT GLASS SINCE WE DID PAY FOR IT.  THINGS DIDNT GO EXACTLY THE WAY MR URNESS HAS EXPRESSED

  AS HE WAS NOT INVOLVED UNTIL DEC 2021.   ALSO IF THE GLASS WAS KEPT IN STORAGE HOW DID IT GET DAMAGED?

  WE OBVIOUSLY WERE GOING TO PICK IT UP WE HAD ALREADY SPENT $728 ON IT & THEY WERE ONLY IN POSSESSION OF

  THE GLASS FOR A FEW WEEKS NOT MONTHS. FOR THE RECORD ALSO NW WINDSHIELDS HAS BEEN DOING BUSINESS IN

  THE AREA FOR 30 YEARS & NW WINDSHILEDS PLUS WAS PURCHASED FROM THE CORPORATION IN 2013 WHEN WE 

  CHANGED THE NAME.  
  

  
  Sincerely,
  
  ******** ******* 

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