McGard Headquarters, USA

Dear Valued Customer, Your comments regarding the service you received with our Customer Service Department are very important to usWe can assure you that this experience was rareOur Customer Service Department takes a high volume of calls daily and pride themselves on providing excellent service However after review, we do understand that our Customer Service Representatives could have handled your call in a more positive tone, transferred your calls properly throughout our call center and supplied you with more detailed ordering informationWe have addressed your experience internally and appreciate you bringing it to our attentionWe apologize for your experience and assure you that we will continue to work with our staff to improve the overall level of service we provide to all customersIn our attempt to better serve you and retain you as one of our valuable customers, we are going to refund the full amount of your transactionThank you Best, Nicole Wade McGard

In response to the letter received on June 3rd, 2015, ID#[redacted]: We spoke with Mr. [redacted] onMay 28th, 2015 to discuss his order concern. As indicated in his statement of the problem, he wasunhappy with a photo that was shown online for our p/n 74043 stating that he thought the photo wasdeceptive...

(see pg. 2). We spoke with Mr. [redacted], explaining to him that this combination lock/nut photowas used for all McGard trailer lug nuts and wheel locks and was not meant to be deceptive. Ourproduct details, descriptions, installation instructions and video clearly state this part number (74043) isfor lug nuts only. Although we have used this picture for more than 20 years on our website and havenever had a customer complain about it being misleading, we removed the photo per Mr. [redacted]'srequest. We replaced the photo with another photo only showing lug nuts to hopefully prevent furtherconfusion for Mr. [redacted] and other consumers purchasing this part number online. (See pg. 2).After speaking with Mr. [redacted] on May 28th, 2015 wefelt that he was totally satisfied with outmeasuresto correct his complaint which is why we are surprised to see that he filed a complaint withthe Revdex.com. In addition to taking his suggestion to update the photo, we offered to givehim a discount on a wheel lock set and free shipping which he accepted.Based on our conversation with Mr. [redacted] he admitted that he was satisfied with our measuresto correct his complaint. At this point, we are not sure what else we can do to correct this situation anddo not understand why he would be unhappy with our service.Ifthere is anything else that Ican do, please feel free to contact me directly at ###-###-####x2215 or via email at [redacted]a)mcgarcl.com ifyou have additional questions.VP Sales & MarketingMcGard LLCMcGard LLC, 3875 California Rd., Orchard Park. NY U.S.A. 14127-4198phone: ###-###-#### fax: ###-###-#### web: www.mcgard.comPhoto Mr. [redacted] felt was deceptive. We cannot show this photo on the website since it has already beenupdated.McGardProduct detail page update with corrected photo:Innovative Security ProductsMcGard LLC, 3875 California Rd., Orchard Park, NY U.S.A. 14127-4198phone: ###-###-#### fax: ###-###-#### web: www.mcgard.com

Dear Valued Customer, Your comments regarding the service you received with our Customer Service Department are very important to us. We can assure you that this experience was rare. Our Customer Service Department takes a high volume of calls daily and pride themselves on providing excellent...

service.  However after review, we do understand that our Customer Service Representatives could have handled your call in a more positive tone, transferred your calls properly throughout our call center and supplied you with more detailed ordering information. We have addressed your experience internally and appreciate you bringing it to our attention. We apologize for your experience and assure you that we will continue to work with our staff to improve the overall level of service we provide to all customers. In our attempt to better serve you and retain you as one of our valuable customers, we are going to refund the full amount of your transaction. Thank you.  Best,  Nicole Wade    McGard