Dear Sir or Madam:I was disappointed to receive your letter regarding a disappointed customer We have been in business for twenty-six years with thousands of satisfied customers, and pride ourselves on operating with integrity.The complaint contends the customer was taken advantage of and that we did not verbally explain the contracts This is incorrectAdditionally, he was accompanied by his wife when I reviewed the terms of the contract and fee structure I did explain our contracts verbally as I give the same information every time to every customer Our consignment fees are 10% OR a $2,minimum, whichever is greater This was discussed and provided in writing The customer contends I have not responded or been approachable during this process This is incorrect I have met with the customer several times to try to satisfy his concerns and demands, and have attempted to pay him on multiple occasions, and he has declined my checksAs a matter of fact, Mr [redacted] left me a message for me yesterday, February 20th at 2:06pm which I returned and spoke with Mr [redacted] that same day, February 20th at 3:04pm-3:42pm.The customer contends there were errors on the original invoice This is correct I found that my staff made an error off of my notes while I was out of the office, and when I returned, those errors were corrected.After many months of discussion, it seems Mr [redacted] is attempting to avoid paying his invoices and renegotiate the terms of our contracts after the fact I have tried to make some good faith adjustments in the interest of customer service and pragmatism, but ultimately, I cannot offer services of my team for free, and Mr [redacted] does need to honor his payments and the terms of our servicesI have reviewed the complaint and documents that were submitted to you, and am aware of this customer’s concerns However, there were numerous inaccurate statements in what was sent to you and to your station.In June of 2017, I personally meet with Mr [redacted] and his wife at their home to discuss their desire to sell a Dodge Challenger, a Harley-Davison motorcycle, two four-wheelers, and a trailerI discussed our contracts and fee structure I let them know that some of these vehicles are not our typical type of items we deal in however as a courtesy to Mr [redacted] given his work-related injury and subsequent health issues and the fact that he was looking to use the proceeds for the service and repairs to his collector cars, we made an exception to consign themOur commission structure is 10% however we have a $2,minimum commission which is always discussed as well as outlined in our contracts.We contacted Mr [redacted] after each item soldHe declined payment and requested we settle everything at the end once the last vehicle soldWe agreed to this given his outstanding repair order invoices, in which he owed us money He contracted these services and repairs with us in addition to the consignment sales agreements.In early August 2017, we were advised by Mr [redacted] that following his latest doctor’s appointment, he was cleared to drive and he requested we pull the last two remaining vehicles, Dodge Challenger and Harley Motorcycle off the market These were obviously the items of greatest value, for which we agreed to do all the sales in the first place Mr [redacted] asked to come in to pick up the two remaining vehicles along with his check For approximately a month, we waited for Mr [redacted] to arrive We did not charge any storage fees, which is our customary practice because these vehicles take up valuable space in our shop, in which we rent storage to others It wasn’t until August 29th that Mr [redacted] made it to our facility to collect these itemsDuring this visit Mr [redacted] accosted our secretary as he noticed dust on the Challenger along with some dirt on the floor mat as well as some bugs that were embedded into the paint on the motorcycle that didn’t get removed during our clean-up/detail This could have been due to the month wait, but I accepted his feedback and later made adjustments to the bill He also became upset about the amount of his check, for which I already provided him information on two separate occasionsOur staff informed him that I would review his files and get back with him as soon as I returned from my business tripMr [redacted] refused this check and left with the Challenger and Harley MotorcycleWhen I returned the first week of September, I spoke with Mr [redacted] and assured him I would go over all of his files, contracts, etcOn 9/6/a check was reissued in a slightly higher amount due to some clerical errors due to my staff’s interpretation of my handwritten notesI informed Mr [redacted] of the correction, apologized for this mistake and scheduled our appointment to go over everything with him Mr [redacted] did not show up for the scheduled appointments, and we rescheduled, and he missed them, approximately three or four timesMr [redacted] then called and requested itemized invoices, additional copies of the contracts and related documentationI sent these documents along with payment in full via USPSMr [redacted] confirmed in our telephone conversation, receipt of the invoices, contracts and repair orders However, he claims no check was included I have a copy of the check that was sent I informed Mr [redacted] that I would reissue the checkAt that time, he requested a meeting with me along with his sister (Sandra) and also not to reissue the check until we go over everythingOn October 19th, Mr [redacted] and Sandra (sister), finally came into meetDuring that meeting we went over the contracts, repair orders and other documents They asked to renegotiate the sales commission for a lower amount, and also discussed the dust, dirt and bugs on two of the vehiclesIf we did not agree to this they threatened to take further action It was clear they were upset and felt taken advantage of and conversely, I felt they were trying to take advantage of usIn an attempt to find some middle ground and put this behind us all I offered to refund the entire detail cost on both the motorcycle and ChallengerThey left angry, they threatened legal action, and left I followed up with a telephone call on November 6th, and we discussed what might resolve the issue, and made an attempt to find further middle ground I offered to reduce the commission by $2300, and offered to refund the $detailing, for a total discount of $3,010, off of $10,total invoice owed for commissions ($6,of the invoice), consignment fees ($1,of the invoice) and services and repairs ($2,431.64) Mr [redacted] seemed agreeable I again followed up with him on the 17th of November to have him come in, go over the paperwork and collect the check, as he did not want the check sent to him until he came in person.I attempted to contact him on December 1st, December 4th, and December 19th On December 19th, he told me he was no longer in agreement, and that he sent this to Fox A few days later, I received the Fox letterWhich we addressed and sent Mr [redacted] a check via Certified letter through the USPS, for the sale proceeds, minus the services and commission, and consignment fees he owes to usMr [redacted] refused the letter and paymentI hope you can see that the facts presented to you by Mr [redacted] and his sister were and incorrect Additionally, despite having clear contracts on file and no obligation to make any adjustments, I have still made numerous attempts and good faith offers to try and resolve MrThompson’s complaints I would be very concerned if after reading this and seeing the documentation, you went to story with this My business is a high-integrity small business that provides work to people in this community, and serves numerous customers with expectations met in full However, it is reliant on its reputation, and any impact to it we would take very seriously, as it would be responsible for impact to the business I would consider it defamation.Sincerely, [redacted] Valenti Classics, [email protected]
Dear Sir or Madam:I was disappointed to receive your letter regarding a disappointed customer We have been in business for twenty-six years with thousands of satisfied customers, and pride ourselves on operating with integrity.The complaint contends the customer was taken advantage of and that we did not verbally explain the contracts This is incorrectAdditionally, he was accompanied by his wife when I reviewed the terms of the contract and fee structure I did explain our contracts verbally as I give the same information every time to every customer Our consignment fees are 10% OR a $2,minimum, whichever is greater This was discussed and provided in writing The customer contends I have not responded or been approachable during this process This is incorrect I have met with the customer several times to try to satisfy his concerns and demands, and have attempted to pay him on multiple occasions, and he has declined my checksAs a matter of fact, Mr [redacted] left me a message for me yesterday, February 20th at 2:06pm which I returned and spoke with Mr [redacted] that same day, February 20th at 3:04pm-3:42pm.The customer contends there were errors on the original invoice This is correct I found that my staff made an error off of my notes while I was out of the office, and when I returned, those errors were corrected.After many months of discussion, it seems Mr [redacted] is attempting to avoid paying his invoices and renegotiate the terms of our contracts after the fact I have tried to make some good faith adjustments in the interest of customer service and pragmatism, but ultimately, I cannot offer services of my team for free, and Mr [redacted] does need to honor his payments and the terms of our servicesI have reviewed the complaint and documents that were submitted to you, and am aware of this customer’s concerns However, there were numerous inaccurate statements in what was sent to you and to your station.In June of 2017, I personally meet with Mr [redacted] and his wife at their home to discuss their desire to sell a Dodge Challenger, a Harley-Davison motorcycle, two four-wheelers, and a trailerI discussed our contracts and fee structure I let them know that some of these vehicles are not our typical type of items we deal in however as a courtesy to Mr [redacted] given his work-related injury and subsequent health issues and the fact that he was looking to use the proceeds for the service and repairs to his collector cars, we made an exception to consign themOur commission structure is 10% however we have a $2,minimum commission which is always discussed as well as outlined in our contracts.We contacted Mr [redacted] after each item soldHe declined payment and requested we settle everything at the end once the last vehicle soldWe agreed to this given his outstanding repair order invoices, in which he owed us money He contracted these services and repairs with us in addition to the consignment sales agreements.In early August 2017, we were advised by Mr [redacted] that following his latest doctor’s appointment, he was cleared to drive and he requested we pull the last two remaining vehicles, Dodge Challenger and Harley Motorcycle off the market These were obviously the items of greatest value, for which we agreed to do all the sales in the first place Mr [redacted] asked to come in to pick up the two remaining vehicles along with his check For approximately a month, we waited for Mr [redacted] to arrive We did not charge any storage fees, which is our customary practice because these vehicles take up valuable space in our shop, in which we rent storage to others It wasn’t until August 29th that Mr [redacted] made it to our facility to collect these itemsDuring this visit Mr [redacted] accosted our secretary as he noticed dust on the Challenger along with some dirt on the floor mat as well as some bugs that were embedded into the paint on the motorcycle that didn’t get removed during our clean-up/detail This could have been due to the month wait, but I accepted his feedback and later made adjustments to the bill He also became upset about the amount of his check, for which I already provided him information on two separate occasionsOur staff informed him that I would review his files and get back with him as soon as I returned from my business tripMr [redacted] refused this check and left with the Challenger and Harley MotorcycleWhen I returned the first week of September, I spoke with Mr [redacted] and assured him I would go over all of his files, contracts, etcOn 9/6/a check was reissued in a slightly higher amount due to some clerical errors due to my staff’s interpretation of my handwritten notesI informed Mr [redacted] of the correction, apologized for this mistake and scheduled our appointment to go over everything with him Mr [redacted] did not show up for the scheduled appointments, and we rescheduled, and he missed them, approximately three or four timesMr [redacted] then called and requested itemized invoices, additional copies of the contracts and related documentationI sent these documents along with payment in full via USPSMr [redacted] confirmed in our telephone conversation, receipt of the invoices, contracts and repair orders However, he claims no check was included I have a copy of the check that was sent I informed Mr [redacted] that I would reissue the checkAt that time, he requested a meeting with me along with his sister (Sandra) and also not to reissue the check until we go over everythingOn October 19th, Mr [redacted] and Sandra (sister), finally came into meetDuring that meeting we went over the contracts, repair orders and other documents They asked to renegotiate the sales commission for a lower amount, and also discussed the dust, dirt and bugs on two of the vehiclesIf we did not agree to this they threatened to take further action It was clear they were upset and felt taken advantage of and conversely, I felt they were trying to take advantage of usIn an attempt to find some middle ground and put this behind us all I offered to refund the entire detail cost on both the motorcycle and ChallengerThey left angry, they threatened legal action, and left I followed up with a telephone call on November 6th, and we discussed what might resolve the issue, and made an attempt to find further middle ground I offered to reduce the commission by $2300, and offered to refund the $detailing, for a total discount of $3,010, off of $10,total invoice owed for commissions ($6,of the invoice), consignment fees ($1,of the invoice) and services and repairs ($2,431.64) Mr [redacted] seemed agreeable I again followed up with him on the 17th of November to have him come in, go over the paperwork and collect the check, as he did not want the check sent to him until he came in person.I attempted to contact him on December 1st, December 4th, and December 19th On December 19th, he told me he was no longer in agreement, and that he sent this to Fox A few days later, I received the Fox letterWhich we addressed and sent Mr [redacted] a check via Certified letter through the USPS, for the sale proceeds, minus the services and commission, and consignment fees he owes to usMr [redacted] refused the letter and paymentI hope you can see that the facts presented to you by Mr [redacted] and his sister were and incorrect Additionally, despite having clear contracts on file and no obligation to make any adjustments, I have still made numerous attempts and good faith offers to try and resolve MrThompson’s complaints I would be very concerned if after reading this and seeing the documentation, you went to story with this My business is a high-integrity small business that provides work to people in this community, and serves numerous customers with expectations met in full However, it is reliant on its reputation, and any impact to it we would take very seriously, as it would be responsible for impact to the business I would consider it defamation.Sincerely, [redacted] Valenti Classics, [email protected]
The company has responded and is resolved the issue.