Rack N Road

Hi There,We have received this complaint and fully understand I completely refute that we damaged this customer’s vehicle The situation was this…My installers moved the vehicle into our garage and immediately came to me and showed myself and another co-worker that the vehicle had a
nasty dent in the door above and behind the front pillar They had asked me if we should contact the customer and I had said, “no” as it was such noticeable dent that she must have known about it This was my mistake for not calling her and explaining it When she asked me about the dent, I told her we did not do it I understand her position but in this case we didn’t damage the car We have witnesses who know we didn’t do this She also told me her car was brand new, but it was a year old and could have happened within the past year Unfortunately most people don’t see scratches, dings and dents until they take their car into a place who will be working on it I know that we did not damage her vehicle We have a policy that if we scratch or damage a customer’s vehicle we own it and take care of it We have a year history of taking care of our customers We stand behind our work and when we do make a mistake we own it In the name of customer service I would be willing to work with this customer and give her just $to help her with repairs But in no way do I feel we damaged her vehicle and this is an offer purely out of the name of customer service.Thanks,Chris 8090 Chris B*** General Manager Aurora Ave N Seattle, WA 98103 P: 206.528.8090 C: *** F: ***@racknroad.com www.racknroad.com Formerly Sports Rack

Review: I install a Cargo Box thule 634S in about 6:00 pm,10.Aug.2013 at this store,this one is an openbox,show on their store,When I back home I find two damage ,so I take a picture and send to them on 12,Aug.2013,At the begining they said they will order a new one to exchange it for me,later they said they don't change it .They manager said may be I damage by my self ,I complain they give me an open box ,and don't ask me to check it ,I unload it carefully with my wife ,find so many damage in some hide spot.I ask to return it or change one

Product_Or_Service: Cargo boxDesired Settlement: DesiredSettlementID: Replacement

I ask to return it or change one quickly

Business

Response:

Business' Initial Response /* (1000, 7, 2013/08/14) */

An exchange has been offered free of charge to this customer prior to this complaint. We are waiting on the arrival of the product, at which time the customer will be eligible to exchange the box for a new one.