- Report: #780949
Report - Rebuttal - Arbitrate
Complaint Review: American Automotive Equipment
American Automotive Equipment5212 Conveyor Drive Internet, Cleburne, Texas United States of America
American Automotive Equipment REVIEW: Customers feel safe, confident & secure when doing business with American Automotive Equipment offer a 1-year warranty on parts - from top to bottom & stock an enormous parts inventory of parts in a state-of-the-art warehouse in Cleburne, Texas. Commitment to Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program, ..A program that benefits the consumer, assures them of complete satisfaction & confidence when doing business. Cleburne Texas
*UPDATE: American Automotive Equipment recognized by Ripoff Report as a Verified Safe business.
SPECIAL UPDATE: January 30, 2012: American Automotive Equipment remains committed to increased customer satisfaction and has improved their business practices over the years to better serve their customers. American Automotive Equipment is truly dedicated to making sure their customers are satisfied and that any complaints which do arise are addressed promptly and fairly.
To date, American Automotive Equipment has made good faith efforts to resolve all complaints reported on Rip-off Report. Based on our experience, the member business has proven to be among the top members of the Rip-off Report Corporate Advocacy Business Remediation and Customer Satisfaction Program as a Verified Safe Business.
Over time and since becoming a member, American Automotive Equipment has remained actively engaged and improving the way they address customer service complaints. As an active and current member of the Rip-off Report Corporate Advocacy Business Remediation and Customer Satisfaction Program we are happy to report that now more than ever American Automotive Equipment remains committed to improving customer satisfaction.
Remember, no company or individual can ever satisfy 100% of the people 100% of the time. There are no products or services that will always be perfect for everyone and even the best companies will receive complaints from time to time. However, by participating in the Corporate Advocacy Program, the member business has made a commitment to working with its customers to resolve complaints quickly and fairly whenever possible.
Please keep in mind that as a consumer you have some responsibilities as well. Success has many definitions that based on your past experiences, current situation and your perceived expectations. Success with any product or service is always based on the proper application and understanding. The fastest car will not run if you never turn the engine on. Look at how you used the product or service that was provided in relation with the instructions that you received. The Corporate Advocacy Business Remediation and Customer Satisfaction Program will help you get your voice heard but please be prepared with documentation and fair representation of your concern, also have an idea of how the company can fix your concern. Can they offer additional services, extend warranties, offer a fair refund or just get you talking with someone that can help. ..let them know and let us know!
*Any consumer not receiving satisfaction from a member of the Corporate Advocacy Program should email us at firstname.lastname@example.org
Editors UPDATE: Positive rating and recognition has been given to AmericanAutomotiveEquipment for its commitment to excellence in customer service.
American Automotive Equipment offer a lifetime telephone technical support warranty and warranty lasts for the entire LIFE OF YOUR MACHINE. American Automotive Equipment is a fully integrated supplier of Automotive Service Equipment providing the highest quality goods and service since 1969...
American Automotive Equipment offer a 1-year warranty on parts - from top to bottom & stock an enormous parts inventory of parts in a state-of-the-art warehouse in Cleburne, Texas.
Rip-off Reports discussions with AmericanAutomotiveEquipment have uncovered an ongoing commitment by the company to total client satisfaction. This means that clients can expect that the company will work towards finding a mutually satisfactory resolution to any complaints or concerns. American Automotive Equipment listens carefully to client concerns and sees them as an opportunity to learn from past mistakes and become more efficient as a company in the services offered and the support for those services.
American Automotive Equipments C.E.O., Mr. Charles Zakarin, has informed us that his personal philosophy is that his clients are a precious resource. As a successful businessman, Mr. Zakarin feels it is critical to listen to his clients and respond properly. By always putting his customers first, American Automotive Equipment will continue as a successful enterprise both now and for many years to come.
Another top executive of the company told us that Mr. Zakarins personal business philosophy is based on the premise that "strives to add value in its services as they understand that a successful business model is based on value-added services, and client care. American Automotive Equipment's mission statement says it all: "Our goal is to provide our clients the best quality, value and professional excellence in the industry." Some of the other things Ripoff Report learned in the course of its investigation: typical customer feedback reads: American Automotive Equipment (and Mr. Zakarin) truly communicate all aspects of the job in a timely and effective manner. We are very pleased with the responsiveness that he and his employees show us. They are serious about meeting commitments, and deliver on all their promises."
American Automotive Equipments technical support team expresses every confidence in the services that they provide. A product manager at AmericanAutomotiveEquipemnt stated to me, "I have seen Mr. Zakarin take personal interest in all aspects of our business, from product conception to fine tuning our state of the art technical support department for our large customer base. He further stated that It always gives me great pleasure to hear from our customers that the performance of our equipment has exceeded their expectations by a large margin.
American Automotive Equipment takes employee satisfaction seriously as well. Employee feedback and surveys reveal comments such as this: " AmericanAutomotiveEquipment provides a very positive work environment. Opportunities for suggestions and improvements are encouraged. Mr Zakarin is truly concerned about our contribution to the company and providing growth opportunities for us. He takes the time to listen and communicate with employees and customers." Ripoff Report was pleased to learn that AmericanAutomotiveEquipments past and current approach to business is focused on its pledge to total commitment towards client and employee satisfaction.
American Automotive Equipment recognizes that complaints posted on Rip-off Report (whether true or not) are issues that need to be addressed, not ignored. If handled correctly, complaints can be valuable learning opportunities. With the feedback generated by Rip-off Reports Investigation AmericanAutomotiveEquipment has made organizational changes allowing its clients and employees a more streamlined approach to problem resolution and a commitment to a great client experience.
In summary, after our investigation, which included discussions with Mr. Zakarin and many of his past and current associates, Rip-off Report is convinced that AmericanAutomotiveEquipment is committed to quality delivery of services resulting in total client satisfaction.
Read more about why consumers should feel confident when doing business with a member of Rip-off Report's Corporate Advocacy Business Remediation & Customer Satisfaction Program. Yes, its a long name for a program that does a lot for both consumers and businesses alike.
Read about Rip-off Report Corporate Advocacy Business Remediation & Customer Satisfaction Program,.. A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. this program works.
As a matter of policy, when a business becomes a member of the Corporate Advocacy Program they agree to allow Rip-off Report to contact every person who filed a complaint so they can make things right with them. In order to confirm that complaints were resolved, Ripoff Report emailed the authors of each report about American Automotive Equipment. One of the respondents replied back as follows:
..American Automotive Equipment pro-actively contacted me and I've met with a member of the management team at AmericanAutomotiveEquipment and discussed my complaint in detail. They've worked together with me to address all the issues in a positive manner. Specifically, American Automotive Equipment has resolved the issue with regards to my Alignment Lift, and they have reviewed their internal policy to make sure that communication is always clear and open. I'm very satisfied with actions that they've taken and consider this matter resolved..
Today, AAE is one of Americas largest independent suppliers of automobile service equipment, manufacturing, distributing, selling and supporting Auto Lifts, Tire Changers , Wheel Balancers and more.
AAE is headquartered in Port Chester, New York, and maintains its primary logistics facility in Cleburne, Texas.
===================== NOW TO THE ORIGINAL REPORT THAT WAS FILED
American Automotive Equipment Un-American, Damaged Automotive Equipment "They're so sorry" not too sorry to take your money and leave you holding the bag Internet, Cleburne, Texas
I ordered an auto lift from American Automotive Equipment on February 7, 2011. This is when my nightmare started. It was the middle of March when I finally received my order. It was only after the delivery that the concealed damage to the lift was discovered. I contacted the company immediately. I spoke with Susie, the general manager, who assured me that everything would be fine. I was instructed to take pictures,which I did, and emailed them to the company. We waited for weeks, no news. I had to call to find out what was happening, and we were told we'd have to deal with Molly to file a claim with the shipping company.
Molly didn't know what was going on, had to explain it all to her, and she was going to be right on top of it and take care of things. We waited for weeks again, called them back, and now its Janene that has to file the claim. We contact her, and she says we have to file the claim ourselves.
We do what they tell us, the shipping company will not take responsibility for it. The claim is denied, even though a freight inspector came out and declared it a total loss.We contact AAE again, all we can get out of them is "we're sorry" and excuses about the freight company costing them so much money.
It was one excuse after another, every phone call made, Susie and Janene kept giving us the runaround concerning this issue. We even contacted the BBB, which was also a joke, AAE must have paid their dues to keep a good name.
It was only after reaching the administration office in New York that we seemed to reach someone who could help. They had no idea what was happening in Texas. They sent Susie an email to contact us, and we received a call the very next day! Now she was so concerned about resolving this problem. I told them what I needed, which was 2 new columns and a crossbar to replace the damaged, bent ones,and they said they would get back in contact with me the next day.
But like all the other times, I had to call them back. It was like they didn't know what I was talking about. Now its back and forth between Janene and Susie, and Janene comes back on the phone and says we don't carry this lift anymore(item# TP011-X) but Susie says that they have one on the showroom floor that she knows isn't damaged and she can ship it to me as long as I paid the shipping of 355.00.
Of course, I was not happy having to pay the freight because it was not my fault and Janene said to file another claim with the shipping company to see if they would pay the freight, so I did, but 2 weeks later I hadn't heard anything from them so I called Janene back. I agreed to pay the shipping for the columns and the crossbar.
During this time, Susie said she had sold this lift that she had promised to me. Said they would have to order new ones from China that would take 4 weeks for delivery. Janene said to call back in 2 weeks to keep updated and make sure everything is going through.
Called back, everything was supposedly on track, should be in two weeks. So I waited for 3 weeks, no phone call, so I called back. They said the container had to be full before they could ship it so I would have to wait another 2 weeks. I had to call back again.
Janene said the container came in but the columns weren't on it. We have another container coming in in 2 more weeks, so I patiently agreed to call back in another 2 weeks. She said I hope to call you before you call me! I thought, here we go again. No
columns had even been ordered when they said they had. They said they had a set of salvaged ones they were going to send, all lies, why would I want a set of salvaged ones when I already have damaged ones laying in my garage???
It has been like this from day one. You think you have things resolved, and they turn around and tell you something completely different from previous conversations.If this company has been in business since 1969, it sure is going downhill now. With the
management they have at the present, they definately need to check into it. The only customer service I've gotten is "lip service" with all the "I'm so sorry" excuses, and "we can't do nothing else" from them. A company should NEVER treat their customers this way.
After all the misleading conversations we've had about shipping the columns out over all these months, Janene had the nerve to sent this email to me:
"Talked to our general manager again about the columns. She was under the impression that you were asked to pay $355.00 for the columns she had then, that she could take off a piece of equipment we had here in scrap. The money agreed was not paid so she has had the scrap picked up and it is gone now. She says she is no longer able to order from the manufacturer that supplied the lift to us.
We filed a claim on your behalf with the trucking company. Stating that the driver even said the columns were twisted and damaged, at this date they have not paid us for the claim, saying they are not responsible for the damage. We know they did it because it didn't leave here damaged. Their driver signed for it when he picked it up at our location that it was in good condition. At this point we are not able to replace the columns. I would advise you to call the trucking company and file a claim for the value of the lift. I am truly sorry that your equipment was damaged, but there is nothing else I can do."
I am very interested in filing a class action lawsuit against this company. Just let me know!
This report was posted on Ripoff Report on 09/24/2011 08:05 PM and is a permanent record located here: http://www.ripoffreport.com/r/American-Automotive-Equipment/Internet-Cleburne-Texas-76031/American-Automotive-Equipment-REVIEW-Customers-feel-safe-confident-secure-when-doing-b-780949. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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