Best Buy Auto Equipment

Initial Business Response / [redacted] (1000, 5, 2016/06/15) */ Customer first contact us that he had hidden freight damageWe sent him a free oil drain, touch up paint and filed a freight claim which is still in process with the freight companyHe then called in and said he was missing partsWe opened a call ticket with the manufacturer for him and had them call himHe then added even more items to the list of missing partsWhen further questioned, he was asking for parts that didn't go with the lift we had shippedHe then said that he had purchased a used lift to complete the install and then the lift had failed and dropped a carWe asked for pictures of the whole incident and the liftHe has still not provided proof of the incident or a concise and believable list of missing parts for us to supplyThe manufacturer is under the believe that he is trying to get free parts to complete a used lift that he purchasedPlease reference the below statement from our sales manager and an email back and forth between the customer and the manufacturer: This is the customer that claims his lift fell after he purchased a used lift to complete the installationSee attached email showing we have asked him for some type of documentation, pictures, description or any kind of proof to back his claimWe have requested this and so has TuxedoHe has never replied with anything He initially called to report some scratching on his lift, we offered him some touand a free oil drainHe acceptedThen weeks later called to report missing a small amount of hardwareWe opened a service ticket, had Tuxedo call him and his list of "missing" parts grew substantiallyHe even began to request parts that weren't for the machine he boughtThen when confronted him with his less than believable claims, he told us the lift fell and that he bought a used lift to complete the install with the parts from the used liftOf course that was of great concern considering that could be the reason for the lift failure (assuming the lift did fail)In the attached email, he says "we do not have pictures of the car that fell off the lift it fell from such a short distance it did no damage to the car"This indicates the lift did not failIt would mean he racked it improperly, resulting in the car falling off ***, We have made multiple attempts to help you, but you refuse to provide us with any evidencePlease read the email below and provide the information we have requestedUntil you do so, your claim will be considered invalid and we will provide this email as evidence to your credit card company of your refusal to allow us to help you Thanks! [redacted] From: [redacted] mailto: [redacted] @yahoo.com Sent: Monday, June 13, XXXX X:XX PM To: [redacted] Subject: Re: SALES INVOICE : XXXXXX [redacted] I have opened a credit card dispute so maybe we can get this taken care of quicker than what has happpened in the past due to you guys not calling and dropping the ball on your end please call me XXX-XXX-XXXX On Monday, June 13, XXXX X:XX PM, [redacted] wrote: Hi ***, We are sorry to hear that you are having lift issuesTo properly address the issues you are having, we will need you to send us pictures of the lift failure as well as a detailed description of what happened The manufacturer mentioned that you bought a used lift and used those components to complete assembly of the liftPlease provide us with the receipt for the purchase of the used lift as well Until we receive the above requested information, we are unable to help Thanks! [redacted] From: [redacted] mailto: [redacted] @yahoo.com Sent: Monday, June 13, XXXX X:XX PM To: [redacted] Subject: Re: SALES INVOICE : XXXXXX please call me or way me into mike landry this is getting ridiculous I guess instead of having a close call I can and am willing to put another car up there on your guys dime but when it falls I will get you pictures but you will need to pay for the damages and then at that point can I get a new lift too this is getting ridiculous plese call me as I don't check my emails all that often I need to get this resolved On Monday, June 13, XXXX X:XX PM, [redacted] wrote: we do not have pictures of the car that fell off the lift it fell from such a short distance it did no damage to the car On Monday, June 13, XXXX X:XX AM, [redacted] wrote: ***, Please email me pictures of the car that fell of the lift if you have them pleaseThe manufacture is requesting that information before we move forward Thanks! [redacted] From: [redacted] mailto: [redacted] @yahoo.com Sent: Monday, May 09, XXXX X:XX PM To: [redacted] Subject: Re: SALES INVOICE : XXXXXX hey [redacted] over at [redacted] auto I need the entire hardware pack I also need the concrete anchores I do need quite a bit of paint as I will be respraying the entire lift I will need two cables as they are kinked I am missing two pads and two of the larger extensions I am checking the rams to make sure they are in % operation I am hoping there is air in the lines as they are both having issues if you have questions please feel free to call me at XXX-XXX-XXXX if you could email me back letting me know you received this that would be excellent thanks again if you can let me know how to bleed the system that would be great as I am not finding anything in the instructions I can go up with the left but it does not come down very easily chugs coming down and if you leave it in the air for longer than about to min one ram pops and other ram stays up On Wednesday, April 27, 3:PM, [redacted] wrote: Test [redacted] Quality Tool & Equipment XXX-XXX-XXXX Ext: In summary, we would be willing to help the customer for any missing parts that are for the lift he recently purchased and are parts that are packaged separately and could be lost in transit but not for parts that are basic to the unit and already attachedWe will not replace parts for a separate used lift he purchased independentlyIn addition, we would like pictures to show prove his claims of lift failure Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/06/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) funny how [redacted] lets you know his manager is the one taking care of it and I will have to go through [redacted] but yet [redacted] is the one taking care of everything not [redacted] and so [redacted] knows which he sounds pretty naïve for being someone who sells the lift a lift does not go up over night you scheduale someone to come and put your lift up and when you call they don't just say hey we can do that right now should take us about min tops no takes weeks there are other cases and reviews on best buy auto equipment that this has happened to other people so this is a known problem with them and what have they done to rectify the problem nothing also why would I take a picture of a car that fell that had no damage to it that again fell a SHORT distance makes no sense sounds like they want me to re rack a car have it fall on me and then take a picture with a body under the car this lift is supposed to come with a year warranty and it did not come with a day warranty or even all the parts I did have to purchase a used lift in order to have all the parts available to me which also took time as I have not received anything from them including paint I asked them for the hardware as they were aware the first min of recieveing it that the hardware and parts were missing a lot of empty promises from best buy auto equipment and a lot of lies as I have called manufacturer and they stated which was sent to credit card company that they are not requesting pictures or anything else straight from the manufacturer Mike Landry To ' [redacted] @yahoo.com' CC [redacted] Jun at 9:AM Good morning *** We here at Tuxedo Distributors are currently not requesting any pictures or receiptsAt this point there is nothing that can be done on our endThe lift was shipped out of Best Buys warehouse and on their freight currierAs a result we cannot file any claims for lost or damaged propertyAny request for pictures and or receipts must be fielded through Best Buy as they are the only ones who can help youI will be more than happy to assist you over the phone to try and get your lift operational again, but parts orders must be fielded through Best BuyPlease let me know if there is anything else I can help you withI am so very sorry for all the frustration this has caused you and thank you for your patience [redacted] Tuxedo Distributors, LLC Technical Support Specialist XXX-XXX-XXXX X XXX-XXX-XXXX Fax Signature Logo Final Consumer Response / [redacted] (2000, 11, 2016/06/17) */ tuxedo has called and is taking care of any issues with the lift I would like to close this case out immediatly Final Business Response / [redacted] (4000, 10, 2016/06/17) */ We have been in contact with the manufacturerApparently the communication in this matter has not been goodManagement at the manufacturer have been notified of the problems at the lower levels and have taken it upon themselves to talk to Mr [redacted] themselvesThey have agreed to take care of his needsPlease see below: Hi ***, I appreciate you taking the time to work all of this out with me this morning, and again apologize for all of the frustrations and inconvenience this has caused youTo confirm, you have already cancelled the chargeback and will forward me the confirmation when you have itAlso, you have reached out to the Revdex.com and before they can close this out, they require a response from Best Buy letting them know that your problems have been resolved to your satisfaction, is this correct? The UPS trk #'s for your packages shipping today are: 1ZW7XXXXXXXXXXXXXX & 1ZW7XXXXXXXXXXXXXX and should be arriving around Wednesday of next weekPlease remember to call [redacted] once these items have been received and swapped out so we can make certain everything is running properly Please let me know if any of the above is incorrectAgain I appreciate you working with me on resolving this matter Thank you, ***

Initial Business Response / [redacted] (1000, 5, 2015/08/24) */ Below is our message to the customer: We are terribly sorry for the confusion this has causedWe did have this item advertised incorrectly and we have updated the item listingWe have issued you a full refund for the errorAs a result of our mistake, we have shipped the item to you free of chargeYou do not need to return the itemThe refund has already been processed and should be back on your account shortly Thank you for your business!" Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate the full refund and the offer to keep the item as wellI just wish that would have been offered to me before making about phone calls and a lot of frustrationThank you for making it right

Initial Business Response /* (1000, 5, 2015/08/24) */
Below is our message to the customer:
We are terribly sorry for the confusion this has caused. We did have this item advertised incorrectly and we have updated the item listing. We have issued you a full refund for the error. As a result of our...

mistake, we have shipped the item to you free of charge. You do not need to return the item. The refund has already been processed and should be back on your account shortly.
Thank you for your business!"
Initial Consumer Rebuttal /* (2000, 7, 2015/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the full refund and the offer to keep the item as well. I just wish that would have been offered to me before making about 10 phone calls and a lot of frustration. Thank you for making it right.

Initial Business Response /* (1000, 5, 2016/06/15) */
Customer first contact us that he had hidden freight damage. We sent him a free oil drain, touch up paint and filed a freight claim which is still in process with the freight company. He then called in and said he was missing parts. We opened...

a call ticket with the manufacturer for him and had them call him. He then added even more items to the list of missing parts. When further questioned, he was asking for parts that didn't go with the lift we had shipped. He then said that he had purchased a used lift to complete the install and then the lift had failed and dropped a car. We asked for pictures of the whole incident and the lift. He has still not provided proof of the incident or a concise and believable list of missing parts for us to supply. The manufacturer is under the believe that he is trying to get free parts to complete a used lift that he purchased. Please reference the below statement from our sales manager and an email back and forth between the customer and the manufacturer:
This is the customer that claims his lift fell after he purchased a used lift to complete the installation. See attached email showing we have asked him for some type of documentation, pictures, description or any kind of proof to back his claim. We have requested this and so has Tuxedo. He has never replied with anything.
He initially called to report some scratching on his lift, we offered him some touch-up and a free oil drain. He accepted. Then 2 weeks later called to report missing a small amount of hardware. We opened a service ticket, had Tuxedo call him and his list of "missing" parts grew substantially. He even began to request parts that weren't for the machine he bought. Then when confronted him with his less than believable claims, he told us the lift fell and that he bought a used lift to complete the install with the parts from the used lift. Of course that was of great concern considering that could be the reason for the lift failure (assuming the lift did fail). In the attached email, he says "we do not have pictures of the car that fell off the lift it fell from such a short distance it did no damage to the car". This indicates the lift did not fail. It would mean he racked it improperly, resulting in the car falling off.
[redacted],
We have made multiple attempts to help you, but you refuse to provide us with any evidence. Please read the email below and provide the information we have requested. Until you do so, your claim will be considered invalid and we will provide this email as evidence to your credit card company of your refusal to allow us to help you.
Thanks!
[redacted]
From: [redacted] mailto:[redacted]@yahoo.com
Sent: Monday, June 13, XXXX X:XX PM
To: [redacted]
Subject: Re: SALES INVOICE : XXXXXX
[redacted] I have opened a credit card dispute so maybe we can get this taken care of quicker than what has happpened in the past due to you guys not calling and dropping the ball on your end please call me XXX-XXX-XXXX
On Monday, June 13, XXXX X:XX PM, [redacted] wrote:
Hi [redacted],

We are sorry to hear that you are having lift issues. To properly address the issues you are having, we will need you to send us pictures of the lift failure as well as a detailed description of what happened.

The manufacturer mentioned that you bought a used lift and used those components to complete assembly of the lift. Please provide us with the receipt for the purchase of the used lift as well.

Until we receive the above requested information, we are unable to help.

Thanks!
[redacted]

From: [redacted] mailto:[redacted]@yahoo.com
Sent: Monday, June 13, XXXX X:XX PM
To: [redacted]
Subject: Re: SALES INVOICE : XXXXXX

please call me or 3 way me into mike landry this is getting ridiculous I guess instead of having a close call I can and am willing to put another car up there on your guys dime but when it falls I will get you pictures but you will need to pay for the damages and then at that point can I get a new lift too this is getting ridiculous plese call me as I don't check my emails all that often I need to get this resolved


On Monday, June 13, XXXX X:XX PM, [redacted] wrote:

we do not have pictures of the car that fell off the lift it fell from such a short distance it did no damage to the car

On Monday, June 13, XXXX X:XX AM, [redacted] wrote:

[redacted],

Please email me pictures of the car that fell of the lift if you have them please. The manufacture is requesting that information before we move forward.

Thanks!
[redacted]

From: [redacted] mailto:[redacted]@yahoo.com
Sent: Monday, May 09, XXXX X:XX PM
To: [redacted]
Subject: Re: SALES INVOICE : XXXXXX

hey [redacted] over at [redacted] auto I need the entire hardware pack I also need the concrete anchores I do need quite a bit of paint as I will be respraying the entire lift I will need two cables as they are kinked I am missing two pads and two of the larger extensions I am checking the rams to make sure they are in 100 % operation I am hoping there is air in the lines as they are both having issues if you have questions please feel free to call me at XXX-XXX-XXXX if you could email me back letting me know you received this that would be excellent thanks again if you can let me know how to bleed the system that would be great as I am not finding anything in the instructions I can go up with the left but it does not come down very easily chugs coming down and if you leave it in the air for longer than about 5 to 10 min one ram pops and other ram stays up

On Wednesday, April 27, 2016 3:45 PM, [redacted] wrote:

Test


[redacted]
Quality Tool & Equipment
XXX-XXX-XXXX
Ext:204
In summary, we would be willing to help the customer for any missing parts that are for the lift he recently purchased and are parts that are packaged separately and could be lost in transit but not for parts that are basic to the unit and already attached. We will not replace parts for a separate used lift he purchased independently. In addition, we would like pictures to show prove his claims of lift failure.
Initial Consumer Rebuttal /* (3000, 7, 2016/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
funny how [redacted] lets you know his manager is the one taking care of it and I will have to go through [redacted] but yet [redacted] is the one taking care of everything not [redacted] and so [redacted] knows which he sounds pretty naïve for being someone who sells the lift a lift does not go up over night you scheduale someone to come and put your lift up and when you call they don't just say hey we can do that right now should take us about 15 min tops no takes weeks there are 632 other cases and reviews on best buy auto equipment that this has happened to other people so this is a known problem with them and what have they done to rectify the problem nothing also why would I take a picture of a car that fell that had no damage to it that again fell a SHORT distance makes no sense sounds like they want me to re rack a car have it fall on me and then take a picture with a body under the car this lift is supposed to come with a 1 year warranty and it did not come with a day warranty or even all the parts I did have to purchase a used lift in order to have all the parts available to me which also took time as I have not received anything from them including paint I asked them for the hardware as they were aware the first 15 min of recieveing it that the hardware and parts were missing a lot of empty promises from best buy auto equipment and a lot of lies as I have called manufacturer and they stated which was sent to credit card company that they are not requesting pictures or anything else straight from the manufacturer
Mike Landry
To
'[redacted]@yahoo.com'
CC
[redacted]
Jun 14 at 9:57 AM
Good morning [redacted].
We here at Tuxedo Distributors are currently not requesting any pictures or receipts. At this point there is nothing that can be done on our end. The lift was shipped out of Best Buys warehouse and on their freight currier. As a result we cannot file any claims for lost or damaged property. Any request for pictures and or receipts must be fielded through Best Buy as they are the only ones who can help you. I will be more than happy to assist you over the phone to try and get your lift operational again, but parts orders must be fielded through Best Buy. Please let me know if there is anything else I can help you with. I am so very sorry for all the frustration this has caused you and thank you for your patience.


[redacted]
Tuxedo Distributors, LLC
Technical Support Specialist
XXX-XXX-XXXX X110
XXX-XXX-XXXX Fax
Signature Logo
Final Consumer Response /* (2000, 11, 2016/06/17) */
tuxedo has called and is taking care of any issues with the lift I would like to close this case out immediatly
Final Business Response /* (4000, 10, 2016/06/17) */
We have been in contact with the manufacturer. Apparently the communication in this matter has not been good. Management at the manufacturer have been notified of the problems at the lower levels and have taken it upon themselves to talk to Mr. [redacted] themselves. They have agreed to take care of his needs. Please see below:
Hi [redacted],

I appreciate you taking the time to work all of this out with me this morning, and again apologize for all of the frustrations and inconvenience this has caused you. To confirm, you have already cancelled the chargeback and will forward me the confirmation when you have it. Also, you have reached out to the Revdex.com and before they can close this out, they require a response from Best Buy letting them know that your problems have been resolved to your satisfaction, is this correct?

The UPS trk #'s for your packages shipping today are: 1ZW7XXXXXXXXXXXXXX & 1ZW7XXXXXXXXXXXXXX and should be arriving around Wednesday of next week. Please remember to call [redacted] once these items have been received and swapped out so we can make certain everything is running properly.


Please let me know if any of the above is incorrect. Again I appreciate you working with me on resolving this matter.


Thank you,
[redacted]