Car Toys Inc

The Customer came into the store on 1/9.  We agreed to settle it with a refund and that he would not look for any other compensation for the scratch.  He signed a release of liability form and it has been documented by RM.  Customer is happy and not further action required

To whom it may concern,
We (Regional Manager and Store Manager at separate times) have called and left messages for this customer without a response back other than through the Revdex.com process. He needs to call us for us to look at his concerns with the issues he has brought up. Again, we have refunded the money for his amplifier install, just not for the other work that we performed since it was working properly. Once contact us we can schedule an appointment.
Best Regards,
Darrell N[redacted]FTX Regional ManagerCar Toy, Inc.

To whom it may concern,
I spoke with Jesse A[redacted] the T-Mobile representative and he did confirm that T-Mobile does pay off devices.  The customer must go to switch2tmobile.com and enter his information to receive his refund for the traded in hand set.  The customer made two entries into the system; one on 10/14/16 and 11/11/16 which both were denied due to incorrect information.  The customer resubmitted information and it was received on 12/12/16 and was approved on 12/13/16.  The MasterCard for the remainder of money owed was sent to [redacted] on 12/21/16 from T-Mobile with tracking number [redacted] to customers address.  This money does not come from Car Toys but instead from T-Mobile. The customer’s complaint for money owed is to T-Mobile and not car toys.  [redacted] is owed this money through a T-Mobile program that the customer may fill out correctly on switch2tmobile.com to receive his money.  [redacted] sent his phone to T-Mobile and not Car Toys and this was now finally received and approved.  Any further money owed is from T-Mobile and not Car toys.  The store manager was not lying to the customer about paying off the phone.  This is a promotion from T-Mobile that is still current and the customer elects all payment forms on the website switch2tmobile.com.  Car Toys did not fill out any information to the website for the money owed to [redacted] and any discrepancies should be taken up to T-Mobile.  Car Toys will help the customer to get his money from T-Mobile if he still has any issues. 
Restpectfully,
 
Jason J[redacted]
[redacted] Manager
CAR TOYS

To whom it may concern, Which Car Toys location did this issue take place at?Thank you,Maddie D[redacted]

To whom it may concern,
 
I contact Ms. [redacted] by phone on Feb 1st to discuss the situation. The radio was powering on, but there wasn’t any output of sound.  I asked Ms. [redacted] what day would work best to set up an appointment to address all the issues at hand. She came in on...

Thursday Feb 2nd to get her vehicle and product checked out. Tony the store’s Installation Manager took responsibility of looking over the vehicle and verifying the issues were cause from our previous installation.  He was able to verify that the installation of speakers and radio were up to standard, but the new radio had no sound being output.  We upgraded the radio to one with Bluetooth at no charge to Ms. [redacted] as a customer service.  Tony tested the vehicle further after the install and no issue from there could be found.  This was a product related issue from the start.  This could have possibly happened when the front factory speakers went bad and could have caused the new radio to go bad as well.  Regardless, we made sure to be ready for the customer on her return to the store to make sure we could provide immediate customer service and fixed her issues.  I have verified with the customer about her experience and she praised Andrew M[redacted] for his service and willingness to help.  I have also verified on 2/4/17 with Ms. [redacted] that everything is still in working order and that she knows to contact us first if there are any further issues and we will take care of it promptly.
 
Jason J[redacted]
COL Regional Manager
Car Toys, Inc.

To whom it may concern,
    Mr. [redacted] understood that he was to pay off total amount of $469.92 in 90 days to avoid any additional payments owed to Progressive.  It clearly states in the customer’s complaint that he was aware there was a 90 day payment option, it “looks...

promising”, and that is why he came back to make his purchase. The sales associate did discuss the terms of the agreement to Mr. [redacted] multiple times to provide a clear understanding that there would be no additional interest or payments if the total amount was paid in full within 90 days, which Mr. [redacted] did agreed to.  If the lease was not paid off within the 90 day time frame the payments can extend up to a maximum of a year, but the customer has options to pay off in 90 days and not be charged any interest, which Mr. [redacted] also agreed to.  Mr. [redacted] had to read and sign a digital agreement with Progressive that states the terms of the lease with the frequency of payments, amounts, 90 day pay off, and maximum time of the lease.  Mr. [redacted] was also sent a follow up email to the email address he provided to Progressive during his application process. This again lists the terms of the payment plan and all pay off options (90 days, 6 months, or the full year).      Mr. [redacted] unfortunately was unsuccessful in paying off his purchase in the 90 days he originally intended and is now being charged interest as part of the program he agreed to.  Mr. [redacted] has been offered multiple payment options with Progressive and does not have to go the maximum of the year which would charge him the maximum amount. The sales associate never “lied” about the 90 day terms and the customer understood there would be penalties if the purchase was not paid in full within the 90 days allotted.  The customer was also not being truthful about his experience at the Lynnwood location in reference to the complaint he made to the manager. I myself witnessed the entire interaction and the Store Manager never laughed at him. The Store Manager in a very thorough and professional manor explain to Mr. [redacted] that the products were not refundable. The customer acknowledges in his written complaint that he understood he needed to pay off the lease within 90 days. Unfortunately was unsuccessful in doing so, and now wants to get out of the penalties applied under the terms of the agreement. Based on our published return policy our products and services are not eligible for return after 30 days.
Best Regards,
Don L[redacted]WAS Regional ManagerCar Toys, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.Darrell was extremely helpful and I am confident that the issue would not be resolved to my satisfaction without his intervention.
Sincerely,
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To whom it may concern, I am responding to your request for response regarding case #[redacted] for Mr. [redacted]. I have research his issue and per the customer’s request to our Store Manager at the Car Toys Gateway Portland location we have agreed to exchange his defective product with...

a new model at no charge. We have an appointment set with the customer to do this exchange on Thursday February 9th.   I have personally made two phone calls to Mr. [redacted], one on February 3rd and the other on February 6th, to speak with him regarding his experience and to ensure him that we are wanting to address his concerns completely. I was not able to establish contact and left him a voicemail on both calls.   Sincerely,   Jeff J[redacted] OR Regional Manager Car Toy, Inc.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I can confirm the credit has been posted to my AMEX account, and I received the appropriate rebate materials.
Sincerely,
[redacted]

To whom it may concern,?I spoke with [redacted] this morning, we will redo the detail at the Arlington location on Tuesday Aug 18th.  The install manager at Arlington will do the detail and address all of the concerns of the customer.  The ac vents were ordered by the Fort Worth location...

and will be in on Monday.  The Arlington store will put the new vents in during the time we have his vehicle on Tuesday.  He was extremely happy we are taking care of him and redoing the detail.  He expressed his gratitude to me on making sure we made his situation right.Best,Natalie B[redacted]

To whom it may concern,
 
After interviewing the employees at the Southcenter location, I have determined that the claims made by Mr. [redacted] didn’t happen at the Southcenter location.  The last time Mr. [redacted] visited our store we installed a light strip and a back-up...

camera.  After reviewing the security footage, the installer simply installed the camera and the lights as requested.  We installed the box for the lights under the dash according to installation standards.  The customer provided his own camera and we installed it as requested.  We offered to sell the customer a camera; he chose to purchase his own.  We had no reason to do any harm the customer’s car once he left the store.  We have no problem discussing this with the shop that stated that this has happened in the past.  At this time we don’t feel we should be held responsible for replacing the head light.  We completed the work we were contracted to do without malice towards Mr. [redacted].
Argola R[redacted]
Regional Manager - SWA
Car Toys

Complaint: [redacted]I am rejecting this response because: We have had so much trouble with the installation...

of this item in our car and they continue to deny that it has caused all the problems even with the dealership proving that the unit not only didn't work properly, but also ruined several parts in the car and also blocked those problems from being diagnosed until the unit was removed by car toys and then the critical errors were discovered every where they hooked this unit up to in the car. Car Toys needs to accept responsibility for what has happened.Sincerely,[redacted]

As stated in the initial response, both parties agreed to pay the $200 for his trouble-shooting fee. The customer also agreed that he was going to bring in the receipt for his incurred charges at that point we would refund him $200. He didn’t bring it by so we did take it upon ourselves and went to the shop that charged him the $200 and attained a copy of the receipt. The Regional Manager went to the customers place of employment and paid him the agreed amount of $200 on August 31st. [redacted] said that he would send a follow-up stating we took care of his payment and that he is now satisfied.

To whom it may concern,
 
Ms. [redacted] has been called by the store manager Dan P[redacted], install manager Ray V[redacted], and regional manager Jason J[redacted] to discuss her incident back on March 30, 2016.  We have left messages at both of the listed phones numbers for day and...

evening.  She has yet to return a call back from the 12/8 through the 12/10 phone calls from Car Toys managers.  Jason J[redacted] has also called today and left another message today Monday 12/12/16.  It was discovered by the managers that we are at fault from the install back on March 30th.  Car Toys will be responsible for the damage and is waiting for a call back from the customer to finalize the settlement.
 
Respectfully,
 
Jason J[redacted]
SCO Regional Manager
Car Toy, Inc

To whom it may concern,
The day the customer came in for his appointment, the store was running extremely behind due to an installer calling out sick, and needed some extra time to complete the work. The customer was apologized to on several occasions, but was repeatedly rude, abusive, used vulgar...

language. During the 35 minute phone conversation I had with him, he admitted that he actually apologized to the other customers in the store. Before ending the call, I asked him what would bring this to an agreeable resolution. He said he wanted the guy helping him fired, and that he was going to add up all the gas and time and wanted some money. I was under the impression he was going to contact me when he had come up with an amount.After he stormed out because we were running behind, his mother came back in and apologized for his behavior. The person helping them and the customer’s mother had a miscommunication on what time they were supposed to come back. The store thought they were going to come back at 5 when they had an opening, and she thought it was 6 when they had more appointments scheduled. When they came back at 6, all the installers were working on vehicles that were previously scheduled, so they were told that we may be able to get it done for them that evening around 8. He once again lost his temper on the sales floor and was verbally abusive to the person behind the counter. The person helping him actually called the police after the customer refused to be civil or leave the store. When the installer who stayed past his shift to help try to install the unit in the second vehicle, he ran into some trouble and called [redacted] tech support. After troubleshooting the unit with [redacted], they were unable to make it work that evening. [redacted] said they’d have to mail out another unit that would take a couple days. The customer then got angry at the installer, accused him of doing it on purpose, and called him a [redacted]. He demanded his keys for the car that the unit was taken out of, and drove it away.The day after the incident, [redacted] called the store. They asked, and were told the customer took the vehicle without the unit installed. We did not report this crime to the police.After a little research, I found out that [redacted] has separate call centers for customers and service centers. The people taking calls from customers would have no idea if an installer was on the phone with tech support and vice versa as they are literally states apart.Being as the customer was not charged for any of the work done at our location, there is nothing to refund him. The person who helped this customer will be held accountable for any wrong doing. Exactly how will be an internal matter.What would be an agreeable resolution to this unfortunate situation?-M[redacted]

To whom it may concern,
Thank you for bringing this experience to our attention. At this time we would ask for a time extension. Unfortunately, when sending this case out it went to the wrong email address and was not discovered until today. Car Toys prides itself on customer service and would like...

to look into this situation fully. We apologize for the inconvenience and will work through this case as quickly as possible. 
Thank you for your understand,
 
CAR•TOYS
Customer Service Team

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: The battery is “clearly not the problem! I’ve been over and over with these guys, but they only want to clear their incompetence by faulting the supplier of the primary battery. They don’t even know that what they did was re-route the key-fob accessory to the 2nd battey, This making it impossible for anyone to enter the vehicle via its normal matter of just having the key fob “within range” of the car! As as I kept trying to tell them that this is what the new problem is - they only want to talk about current draw. Any technician would’ve looked at all possible variables as to what was taking place. Instead, Car Toys of Irving chose to close their minds and tell me to replace the primary battery.  Just sonwe  we are all clear, I know much about electronics and car Customization. IF WE WERE TO PUT IN A HIGHER CAPACITIVE BATTERY - MY PROBLEM WOULD “STILL” BE THERE! - Becasue it isn’t about the primary battery - it’s about how Car Toys of Irving “refusing” to properly troubleshoot the Car in ways ORHER THWN putting a “meter” to the battery and taking measurements, instead of recreating or listening to what exactly the car is not doing as a result of their improperly re-wiring My Car so that the key fob function NOW goes dead when the 2nd battery they wired that accessory to - goes dead.Finally, the manager who sold me the primary battery WAS ABLE to figure this out and is willing and waiting to correct what mistakes Car Toys of Irving did. They were unwilling to do anything when I took it back (even not providing to me proof of bringing it back!), so I need to have the money refined so that a quality shop can fix what Car Toys of Irving messed up further than when I initially came to them for a solution to my issue. The “consumer is always right” - but Car atoys of Irving won’t even listen to their customers. I called this a ‘self righteous mentality’ - I’m only interested in justice, FairPlay and proper customer service. Car Toys of Irving is only interested in saving their [redacted], and protecting their employee’s even when they’re all wrong.
Sincerely,
[redacted]

To whom it may concern,
 
The regional manager, Jason J[redacted], spoke with [redacted] on Friday 9/2/2016 about his Progressive Lease agreement.  The customer understood that he was to pay off this lease in 90 days to not have any more additional payments due to Progressive from his...

total amount of $1413.  The sales associate did tell Mr. [redacted] this multiple times to give a clear understanding that there would be no added interest or payments if the total amount was paid off in 90 days, which was what was agreed to be paid by the customer.  If the lease was not paid off in 90 day time frame the payments can extend up to a maximum of a year, but the customer has options to pay off earlier than a year.  Mr. [redacted] had to read and sign an agreement with Progressive that states the terms of the lease with the frequency of payments, amounts, 90 day pay off, and maximum time of the lease.  Mr. [redacted] acknowledged receiving a follow up email from Progressive that again lists out the payment plan and all pay off options.  The customer is now heading into his 90 day limit to pay off the lease and expressed he does not have the funds to pay off the lease in full.  Progressive has offered to extend the lease for another 5 days longer to help the customer come up with the funds to pay off his lease without penalty of extra payments.  Mr. [redacted] has been offered multiple pay off options with Progressive and does not have to go the maximum of the year. The sales associate never “lied” about the 90 day terms and the customer understood there would be penalties if the purchase was not paid off within 90 days, but is not looking for some out on the penalties.  The customer has written in the complaint that he understood he needed to pay off the lease within 90 days, but as of now failed to do so.  The product and services were satisfactory to Mr. [redacted]. Products and services are not eligible for return after 30 days.   
 
Best Regards,
 
Jason J[redacted]
SWA Regional Manager
Car Toys, Inc