ComplaintsforAlamo Auto Supply

• Initial Complaint

  12/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Deficiencies in workmanship and product.Ranch hand bumper is defective. Lacks symmetry, proportion, and balance. Despite being sold a bumper that states the factory sensors would work, AAS damaged front parking sensors. AAS states they ordered and installed new parking sensors however the sensory no longer works appropriately, posing a permanent safety hazard to the vehicle and its operators. Light Pod placement is unsymmetrical. The project needed custom metal cutting and drilling. Original instruction was explicitly communicated to adhere to symmetrical placement. Corrections cannot be achieved without additional metal cutting and drilling. The result would leave the bumper with exposed holes/cuts amplifying the shoddy workmanship.Light Bar placement is incorrect. Original signed agreement states the light bar is to be placed between the center of the bumper and the grill guard above. The light bar was placed on the grill guard and not in the location specified and agreed upon. Corrections entail additional metal cutting and drilling amplifying the shoddy workmanship.Replacement headlights are uneven. The primary reason for returning 3 additional times to AAS for corrections. Despite the explicit and thorough explanation of desired outcome, AAS failed to evenly align the driver side headlight with the passenger side headlight, leaving an even disbursement of lighting and creating a night-time safety hazard until corrected.****** desired outcome.1)Refund $360.00 + taxes and fees for light bar and light pods installation fees.2)Refund $250.00 + taxes and fees for headlight and housing installation fees. 3)25% of remaining product costs, installation fees, and extras assessed as remedy for vehicle down-time spent over the course of 4 visits. Amount comes to $510.56.Total amount to due ***** $1,120.56. The vehicle has a permanent loss of safety feature as result of AASs failure to sell, service, and honor the products and services they sell.

  Customer response

  12/29/2023

  I am not sure what needs clarification. I attached one word document, two jpegs, and wrote my grievance. Please elaborate on what is needed. Thank you. 

  

  Business response

  01/24/2024

  To start out with, we worked very closely with the customer to try to come up with resolutions.  The first issue was that the bumper came in welded incorrectly from the manufacturer.  In our discussions with the customer, we offered to order him a replacement bumper, but he declined that offer (I think because he didn't want to come back). 

  On the issue of the sensors, the customer was notified prior to installation that the instructions stated that the sensor may not work on certain models.  He gave us the go ahead to install the bumper anyway.  When he did come back with the issue of the sensor not working, even though he had been told they might not work, we bought new sensors and installed which did not resolve the problem. 

  Relating to the light pods, the reason they look unsymmetrical is that the bumper is built incorrectly.  They are mounted in the same place on both side but look unsymmetrical because of the defect in the bumper.  

  The light bar was placed where it was because in the position we had originally discussed, there would be a bar that blocked part of the light.  

  The headlights were adjusted to be almost perfectly level.  I have attached a picture where we aligned the light against the overhead door.  

  On the issue of the Hood-liner gaskets being ripped off, *******************, our installation supervisor, showed him how that was something that had happened prior to our installation.  

  I have attached several photos for review.  When I talked to ******************, I offered to remove all of the equipment and give him a full refund.  When he didn't want that, I told him he could keep everything and I would refund him for the bumper, labor for the bumper and tax which came to $2,035.91 which he received.  While he did express displeasure for the resolution, I told him short of removing everything, it was the best we could do.  My position on this hasn't changed.  I think we made every effort to resolve the issue with him and we have run out of options.  

  Customer response

  01/28/2024

   I am rejecting this response because:
  Responses below are paragraphed as responses to ***'s paragraph replies.

  AAS is incorrect in working with me "very closely". To begin, AAS quality check protocols failed prior to turning over the vehicle to *****. AAS fiduciary responsibility should have been such to review the bumper to ensure craftsmanship. Instead, they proceeded to sell and install a defective bumper rather than communicate transparently. ********************* (Shop Manager) openly verbalized the sub-par work his shop personnel has provided multiple customers citing workforce challenges. As a result, ********************* should have quality-checked the work purchased prior to delivering *****'s vehicle. When the shoddy work was discovered by ********************** expressed his grief and concern. The offers to correct the work did not meet *****'s satisfaction. When AAS offered to refund and replace the bumper, ***** accepted with the condition of a substantial discount, a new factory bumper, and a rental vehicle for downtime while AAS replaced the bumper. *** declined *****'s conditions which forced ***** to accept the partial refund as ***** could not be without his vehicle. Reminder that *****'s vehicle was in AAS's possession on 4 different occasions leaving him without a vehicle.

  Regarding the factory sensors. The purchase was originated with a new employee named *****. *****, *****, and a third gentleman claiming to have been a member of management, all assisted to execute the purchase. At no point in time during the entire sales transaction, was a disclosure made to ***** stating the factory sensors would not function with the new bumper. Similar to the written agreement (required by AAS) that ***** signed related to the specifications of work to be provided, *** failed to obtain written consent/acknowledgment from ***** pertaining to the loss of use on the vehicle's parking sensors. Loss of the vehicle's safety features is not something I (*****) would ever agree to. Had I (*****) been properly informed and educated, I (*****) would have declined the purchase all together. ***** was not informed appropriately. After the discovery of the loss of safety feature (parking sensors), AAS offered to order and replace parking sensors further confirming AAS's fault in loss of vehicle safety feature. A reputable business that would have disclosed loss of safety feature, would not offer to replace equipment on the lost safety feature. During a conference call with ********************* and the 3rd gentleman that assisted with the purchase, the 3rd person stated and claimed to have disclosed the loss of parking sensors however his portion of the sales transaction was limited to discounting the pod lights and lightbar. After the conference call, ********************* and I spoke again. ********************* acknowledged *** missed disclosing the loss of parking sensors as *** only has alleged written instructions internally, that disclose the loss of the parking sensors. Ranchhand's website states the bumper works with factory sensors. Prior to ************************* involvement, ***** (Sales Manager) worked with a gentleman, ******* ************* POC), to order new parking sensors which took multiple weeks. ******* failed to contact ***** on every promised date to provide status updates on sensor order, leading ***** to continually chase status updates.

  Light pods- The deficiency in bumper craftsmanship should have been identified prior to installing, drilling, and cutting to outfit the equipment.

  Lightbar-The signed written agreement by *****, states the lightbar is to be installed below the grill guard, bolted on the bumper and not on the grill guard. As discussed with *****, the lightbar was to sit out front directly below the grill guard tucked back as much as possible so that it did not stick out forward more than necessary. The lightbar was to be bolted onto the center-front of the bumper. The result would have had the lightbar bolted to the bumper flush with the bumper's front edge.

  Headlights-though the same photos were furnished to *****, the night-time lighting coverage remains unsymmetrical.

  Hood liner gasket-A gasket that was ripped off prior to AAS's work, would not have been left under the hood mis-aligned. *** would have and should have advised prior to commencing work. *** failed to advise ***** of such a discovery. Though I (*****), wish to remain factual in this grievance and of all of the shoddy workmanship AAS has committed, the hood liner gasket damage falls in line with the AAS's failure to deliver an acceptable product and experience. Case in point, the wheel well damage caused and worked on by AAS (stated earlier in this complaint) is testament to the damage caused to the hood liner gaskets by AAS.

  Reiterating ****** desired outcome:
  Refund $360.00 + taxes and fees for light bar and light pods installation fees. To date, expectations and agreements were not met as promised, written, and signed by ***** and ********* and service leadership. Light bar and pods are not placed as agreed and remain in an unprofessionally installed state.
  Refund $250.00 + taxes and fees for headlight and housing installation fees. To date the driver-side headlight remains lower and uneven as compared to the factory specifications. Lowered headlight is a night-time safety hazard that needs immediate attention.
  25% of remaining product costs, installation fees, and extras assessed as remedy for vehicle down-time spent over the course of 4 visits. Amount comes to $510.56. ($2,042.26 X .25)

  ***** accepts an alternative resolution of a complete replacement of same bumper, lighting, and specifications as originally agreed. AAS to have prepared a mirror image of equipment ready to replace and install with a rental car for the duration of the vehicle's downtime. AAS to replace all hood-liner gaskets and wheel well damaged by AAS. Quality inspection to be conducted by D*** ****** and **************** to replacement work commencement coupled with a written agreement of acceptance on both parties at the completion and confirmation of all work originally purchased.

  
  

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