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Complaint Details
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Initial Complaint
06/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Scheduled a hitch install on a 1999 van, picked vehicle up, hitch was installed but not wired, Dave said he could not finish the job and had me pay 311.00 for his time and parts, I stated I cannot use hitch without wiring for tail lights. He said he ran out of time, not willing to finish the job.
Business response
08/03/2022
Hello, I do remember this customer and the 1999 ********* ******* ************ Van / Gladiator Model I believe. The trailer wiring kits available for this style vehicle require access to the taillight wiring on the interior of the vehicle, but because it is a "Conversion Van" it has a fully finished off interior and conceals all the wiring we needed to access. We attempted to remove several pieces of interior to do the wiring job but still found we were unable to remove a corner piece to access the harness we needed--Note: We didn't want to break or damage any parts which may not be replaceable for this 23 year old conversion interior, also we did attempt to get it done but just ran out of time that particular day [ We didn't charge the customer for any shop time for the wiring attempt--approx. 1.75 hrs] I had called the customer to express the situation and asked if he knew how to remove the lower flooring so we could remove the drivers rear interior panel explaining we only had a little more time that day to work on his vehicle.
At this point of the day we had to reassemble the rear section of the interior and move on to the next scheduled job, I expressed to the customer we were unable to do the trailer wiring do to no access to the harness area and we just ran out of time that particular day. The hitch install was paid : Hitch $195 / Labor $98 =$293+$18.61 tax / $311.61 total paid -No labor or fee was charged for time spent trying to install trailer wiring kit.
When the customer was done with payment , we talked again about possibly doing the wiring a different way from the exterior of the vehicle only -I said it would probably work [Not the industry standard ] --he said something to the effect of letting me know what he wanted to do if he wanted us to do the wiring on a different day, I assumed if he still needed us to do the job ,he would call to get the vehicle back in.
Customer response
08/05/2022
I am not happy because hitch was not done to where I could tow anything, and I paid a high price to just mount the bracket, and then Rossi's said they ran out of time, I had an appointment.Business response
08/15/2022
We're not understanding what the customer would like at this time , the customer had a Class III hitch installed on their 1999 ********* ********* ********** Van and paid for that product and installation only , if they would like to continue on with having the extra trailer wiring installed , please call and we'll get the appointment to complete that also. I expressed to this customer we had run out of time that particular day to do any further work and would be able to do it another day , have not heard back from them except thru BBB.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.