ComplaintsforAlphaGraphics

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on 6/20 I dropped my truck off to have decals installed. I left copy of keys with, I believe her name was *******. As I understood, it would only be needed if necessary. The spot where I left my truck was next to a handicapped space, but well within the lines. I talked to the installer before I left, at about 5:30ish PM I did not receive a call from either the installer or the business telling me my truck was ready. I finally went by at 9PM to retrieve it. When I got there, I noticed it had been moved over one spot. When I turned it on, the A/C was on, full blast. I never leave it on, much less use it full-blast. I notified the business the following day, when I wrote e-mail cancelling rest of the order. It took about a week to receive refund. As I hardly use the passenger side door, it wasnt until a few days later when I noticed a noticeable ding on the inside sill of the door. I notified the business the following day and they claimed they would inquire as to who moved my truck and why, and how the ding may have gotten there, as there wouldve been no need for the installer to access that side. Itll be 2 weeks on 7/12, since I have heard back.

  Business response

  08/08/2024

  The vehicle was dropped off with us, as ***** the Keys were left with me for the installer to use if needed. The vehicle did need to be moved closer to the building where a small extension cord was used with a heat gun for some of the installation. I cannot address the concerns with the A/C as I never entered the vehicle before, during or after the installation. It was my understanding that the customer was going to run and do somethings while the installation was happening and would return when they were done. It appears there was either some confusion or misunderstandings regarding the pickup of the vehicle on our part, otherwise we would have notified them via call or text. The additional parts ordered for installation were cancelled, and a refund for those was issued. Unfortunately, there was a delay in the refund, however it was not done with malicious intent. The deposit of $430 for the order was made, $355 was refunded.  The customer was only charged for the installation work received. As for the damage to the vehicle, we did not damage it. We cannot say if it were damaged in the parking lot or not, only that we know we did not damage the vehicle ourselves. We apologize for the negative experience the customer received, and had try to resolve the issue from the start. Unfortunately, I failed to make the final response regarding the vehicle being moved and who moved it. For that I sincerely apologize for my lack of response and forcing their hand to writing a complaint for their voice to be heard. While I feel we initially responded quickly and fairly to his emails, it was the end of the communication where I let them down. We will strive to do and be better in all aspects of our customer service and services.

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