Darlene
DUNLAP,#2Author of original report
Wed, September 26, 2007
Update on this matter: Custom Innovations has on the way to me another motor that will carry another 3 year warrenty. David Branchfield stated that my inquires about the problem motor were some how lost. I will give him that as after I contacted him he said yes my warrenty was good and he would have a motor ready in 2 weeks. He had another motor ready to ship in 5 days and it is on it's way now.
Custom Innovations
Madison,#3REBUTTAL Owner of company
Tue, September 25, 2007
This man does speak the truth, and his complaint is completely valid.. As of 9/24/07, we have sent him a new motor with our sincere apologies. Our goal is for this customer and his son to experience years and years of trouble-free service from this point on. Custom Innovations WAS actually on the verge of bankruptcy to the point that the paperwork had been initiated. It was due to this that we had communication lag with this customer. At the last minute however, we changed our minds and vowed to pull through. We refused to throw everything away because someone engineered an inadequate insert. Since, we have pretty well, but not completely recovered. Even though we are working on rebuilding our business, we are still here to service our customers. The 'Timesert' system has not worked for us, and countless others. To all those who have suffered any financial loss and inconvenience due to this, we extend our sincere regrets. The good news is the problem HAS been solved, and we look forward to a more positive, less problematic future.