AUTOMOTIVE SUNROOF-CUSTOMCRAFT (ASC)INC SLOPPY SUNROOF INSTALL AND VEHICLE HELD RANSOM FOR WARRANTY ISSUE MISSISSAUGA Ontario
08 saturn vue had sunroof installed. since installation, compass on vehicle did not operate correctly. it was off 90 degrees. dealer attempted to recalibrate compass with no change. compass module is located in headliner so vehicle was sent to sunroof installer for recheck. they stated there was no issue with the install and that recalibration repaired the issue. we were charged $175.00
we only asked that they recheck there work and no money was discussed. they would not release the vehicle until the ransom was paid. when we got the truck back the compass was in the same state (90 degrees) out. the dealer then dropped the headliner thinking that maybe the module was defective. discovered that the module was installed incorrectly and taped to the headliner. (poor quality) there is an arrow on the module that should point to the frt of vehicle and it was pointing to the r/s of vehicle. it was either never checked by asc or they did not know what to look for. no money was refunded and dealing with the manager Nadheer, he was extremely uncooperative and refused to accept responsibility for his installers mistake which was crystal clear that it was his fault.
J carey
toront0, Ontario
Canada
1 Updates & Rebuttals
Nadheer
Mississauga,Ontario,
Canada
COMPASS WAS INSTALLED AS PER GM GUIDELINES GIVEN BY GM SERVICE TECHNICIAN
#2REBUTTAL Individual responds
Wed, March 18, 2009
J Carey,
Installation of the sunroof on your dealership's 2008 Saturn Vue was performed correctly. Compass installation was inspected by myself and our Shop Foreman when the vehicle was brought in to our facility. Headliner was removed to find that the compass was installed as per your service technician's recommendation that the arrow on the compass was to point forward.
This was checked and re-checked by multiple technicians at our facility; most with over 20 years of sunroof installation experience. When we told your dealership that the compass was installed correctly and the compass was calibrated and road tested several times, we NOTIFIED Mr. Carey that there was a charge for this service inspection since it was 'un-related to our products'; using the same words as per what I was told, was your dealership's policy.
After this was told to your dealership, your technician admitted to not checking to see if the compass was installed incorrectly. He just performed a calibration (which takes approx. 5 minutes) and said it was the fault of the sunroof installation when he couldn't calibrate it correctly. He then admitted that he would have to pay for the bill since he was responsible for the compass service repair. The fact that your dealership still claims the compass was installed sideways and not positioned correctly even after we had inspected it to be installed with the arrow pointing to the front, might mean that the technician repositioned the compass incorrectly again, showed you that it was still our install problem and the compass was sideways, and got away without being charged internally for our invoice. This is something that your dealership's service department should address since incompetence leads to bad customer service.
The issue you stated of being charged $175.00 for our time and service of picking up the vehicle from your dealership to check for a FACTORY/OEM COMPASS PROBLEM is unwarranted. As per YOUR DEALERSHIP'S policy, we billed for our time and service un-related to our products. AUTOMOTIVE SUNROOF-CUSTOMCRAFT (ASC) INC. was charged over $350.00 for a console replacement including a labour charge of 1 hour (approx. $120) without notification of any kind from your dealership. We received this invoice (1 month late) and were told that our payment (approx. $3500) was being held back if your service department did not receive a payment for the $350 invoice first.
After much discussion and expressed displeasure of not being notified of a console issue, we reluctantly paid the full amount including a ridiculous labour charge of approx. $120 for a 2-clip, 2 screw, 5 minute install console. We were told at the time that it is the policy of the service department of the dealership that they did not have to notify if there is an issue on an FACTORY/OEM part that needs repair or replacement and no discount would be given since the paperwork was already processed.
With this type of service and co-operation from your dealership, we implemented the same policy for your dealership only. Any service not related to our products will be billed and will require immediate payment from your dealership.
Fortunately for our thousands of our other customers, we will not subject to them to the bad business practice and un-professionalism that YOUR DEALERSHIP subjected us to. We only reciprocated the same business practices that you and your dealership subjected us to. Our other customers would never charge customers without notification and hold large sums of money ransom.
With 38+ YEARS of being in business with a commitment to customer satisfaction and quality, AUTOMOTIVE SUNROOF CUSTOMCRAFT (ASC) INC., stands behind all product installations with the support of our suppliers and organizations.
www.sema.org
www.webasto-us.com
www.inalfasunroofs.com
www.katzkin.com
It is also not the intention of AUTOMOTIVE SUNROOF-CUSTOMCRAFT (ASC) INC. to defame, slander or tarnish the reputation of any company or companies without just cause or based on a singular bad experience since this may not reflect the overall performance and customer service of that particular company. In turn, we do not take defamation or slander against our company lightly; especially when all the facts are not expressed in full. That is why we will be discussing options with our lawyers in order to rectify the defamating and slanderous claim in this post.
If you have any questions, concerns or would like to discuss this matter further, please do not hesitate to contact myself at 905-625-4567.
Best regards,
Nadheer