Published on 08-07-2014 02:55 AM
So a couple of weeks back, the AC in Moby stopped working and, thinking that it was the compressor, I went down to Carson City Jeep and purchased a new one. At the time, I was told they didn't have one in stock and that I would be called once it came in. While I was waiting for it, I decided to call up Motech to see what they thought being that we were running a factory AC compressor on an LS and Robbie let me know that the problem I was having may not be related to the compressor. He said that he'd be happy to give things a look and fix it for free if necessary and to make it worth my while, he would even make a few upgrades to our LS kit. All I had to do was come down to his shop in Vegas.
Well, the next day, I received a call from Carson City Jeep stating that the compressor I ordered was in and, being that I no longer needed it, I headed back down to their parts department to request a refund. Of course, when I did this, the guy behind the counter immediately informed me that there would be a 25% restocking fee on all returns. Confused, I explained that I couldn’t be making a return being that I had never taken possession of the compressor. To this, he said that the compressor had to be “special ordered” and because it came in, cancelling it now would have to be treated as a return. When I let him know that I never knew I was making a “special order” and that I was never told about this “return policy”, he said that he would do me a favor, make the restocking fee 10% and that I should take it because it was a real deal. And, this is about when I asked to speak with his manager.
As luck would have it, the parts manager was in the room next to the counter and was listening to the whole conversation. When he came up, he was visibly irritated with me and rudely let me know that I needed to pay a restocking fee and that was that. He said that the AC compressor would need to be shipped back because my Jeep was too old and that he couldn’t use it. When I reminded him of the fact that the compressor was for a 2007-11 Jeep JK Wrangler, one of Chrysler’s hottest selling models, he turned his head to the computer on the counter, threw his hands in the air and barked back that he’s “NEVER had to order one before!!” When I asked if I would have still been charged a restocking fee had I asked for a refund a couple of days ago, back when the compressor was still in route, he exclaimed, just “take your money and get out of here!” No joke, those were his exact words.
Of course, I did just that, came home and then promptly wrote a letter to the president of Carson City Jeep, Steven Christian. In it, I politely explained in a nutshell what had happened and let him know that had I been informed verbally and prior to making my purchase of what they consider to be a “special order” and what their “return policy” was, he wouldn't be hearing from me now. Certainly, had I been told ahead of time, I could have made an informed decision as to whether I still wanted to buy the compressor from them or take my business elsewhere. Being that wasn't the case, I had to endure the rude and unprofessional behavior of his parts manager.
Well, a few days have gone by but, I am happy to say that I did in fact get a personal phone call from Steven Christian and one to apologize for the behavior of his parts manager. He let me know that he completely agreed with my position in this matter, wanted to make sure that I did in fact get a full refund and invited me to come visit him in person. While I wasn't really expecting a response, I am satisfied to have been contacted by someone right from the top and with an effort to make things right. Because of it, I will certainly attempt do business with them again.
Anyway, for those of you in the Northern Nevada area, I thought you might want to hear about my recent experiences with Carson City Jeep.