Letters I wrote to Billy Abrams Owner Total Appearance
2/28/12
Good morning, I gave some thought to what you have suggested and I will need to address your suggestions one by one.
Due to the fact that there are many issues with your poor installation procedures, 20 plus hours of my time wasted and your installed (if you call it that) products still do not work correctly, I want to get this situation taken care now.
First of all I spent 6 hours of my time cleaning up the mess that your installer made of just the air horn install, he left lots of wires hanging down and the heavy duty flap not secured, I re - routed all of the wires, tied everything down properly so that it a correct install. Furthermore the install of the HID headlights was pitiful. I sent you an e-mail of the pix I took so you can see for yourself. Wires not covered not tied down just bundled and thrown behind the headlight, this is not a professional way to do things, that being said I do not feel comfortable allowing your shop at Total Appearance doing anymore electrical work. I spent over $5000.00 with your business and feel that I have more knowledge & can do a better job than your so called installers. I understand production work and making money I'm in business for myself as well.
At this point this is how we can resolve the issues at hand & here is what I want to do,
1- I am going to take off the KC lights, they are basic output of a conventional light and provide little illumination. I will return those to you for a full refund. I need the inserts from my bully bar where your crew attached the lights to the bully bar. These lights were not installed properly by YOUR employees. There were no washers or lock washers used by your installers to seat these down properly so they would not move. This is basic mechanical 101. The light beam bounced all over the road as they were loose and could not be tightened.
2- Have you remove the entire alarm your crew installed (if you want to call it that). Credit me the full amount of $750.00. I do not want any more issues with this. The alarm has never worked properly, going off for no reason, not setting, key fob not working. As of right now my truck won't start and has been parked in my garage for 4 days due to alarm issues as is not working correctly. I have wasted 16 hours of my time either at your shop (8) or at Ford (2 trips, in 2 days) getting this addressed, it costs me 40 bucks alone in gas plus my time. It cost you $540.00 as your install caused the module to burn out and Ford invoiced you for that amount. So I guess your installers did a great job on that as well.
3- Roll in lock cover you installed. Nobody checked this out either??? It needs to be fixed. It was not installed correctly and does not close or lock as it should.
4- Fog lamps not working another electrical issue, these are factory fog lights, you changed the bulbs out to LED, No light, no nothing... Put my bulbs back and credit me the $50.00.
5- Your employees installed 2 steering shocks, after I left you facility I went to my mechanic so he could check your work (I should not have to do that). They found both shocks that your employees installed with bolts & nuts just hand tightened and loose. Not a wrench turned. This could have caused an accident and wrecked my new F-250 Super Duty truck. It is quite obvious your employees have no management looking after their work, no safety checks, poor quality control. VERY POOR WORK ETHICS.
I have contacted my cc company and disputed your charges. I have spent / wasted enough time with your poor work ethics. Hank
3/2/12
Billy,
Your so called services seem to be just lip service. To say the least I am disappointed with the lack of it. You stated to me that James would be out here. I called James at 5:30 he had other things to do (I do not fault him for this issue) as he also had NO idea he was supposed to come out here to take care of your lousy install work... You are the owner of the company therefore the responsibility rests on your shoulders.
I have a vehicle that cannot start due to YOUR alarm installation. A switch is supposedly under the dash (where it is, I have no idea) to shut of the valet mode off. Gee you think someone would have explained this to me when I picked up the vehicle after your guys did the so called install work. As usual clearly a another poor job from in your words "your great installers"
So when I tell you the alarm is not working properly I guess you can put this on the list of what is going on. The LED light is buried at the side of the "A" frame for NO ONE TO SEE. It is supposed to be very noticeable for ALL TO SEE & note the alarm system is active. WHO is going to see that. Nobody that's who. Every other alarm has it up by the antenna above the rear view mirror SO EVERYONE CAN SEE THAT IT HAS AN ACTIVE ALARM, but not your install, they run it to the easiest, CONCEALED and most convenient place.
So be damned the client we have lots of work to do.
Then when I call you at 6:15 P.M. Today 2/2 and I ask you when someone will be here so I can get my truck started your response was "We are slammed I'll call you later" Well later has come and gone it's now 11:30 P.M. And I am sure your just rushing to get over here to get my alarm working so I can get my truck started. Another I don't give a S* to the customer.
So here is where we are at, you will NOT I repeat NOT be touching my truck for any work I neither trust you nor your so called installers. I have a list of items that I have already e-mailed to you. The KC light have nothing to do with anything... Who picked them out..., it was a crappy install form your guys, the beam bounced all over the road as the bolts would not tighten down due to the fact that there were NO I repeat no washers... No lock washers, I took them off I showed you the pictures... End of story.
I will now have someone else come to my house (you will pay the cost to do do this) Monday and take your POS alarm out so I can get my truck started. I will also take it somewhere else to fix the Roll N Lock cover. You will be sent these invoices which you will be responsible for. I will also be contacting my cc company and disputing your charges for the poor work, poor products. I will not be spending one more dime at your facility. You've been given 4 chances to make this right. I've wasted time at Ford dealership with your installers screw-up, That cost you $540.00 for that screw up as Ford billed you for the steering wheel module they had to replace as your install was incorrect and toasted the module. I wasted 8 hours of my day at your facility when my truck was supposed to ready at 12 and I left there at 8 P.M... I told you yesterday that I wanted to end this amicably & tried to do so in person.
But no, you wanted me to bring my truck back to you so you can check out the alarm. How in the hell can you fix something when your guys seem to be clueless on the initial install. Holy crap they did not even tighten the nuts on the shocks they installed.
You need too get your business in order, the general public is at risk using your services. I will note this on my web post since you did not want to address this like I wanted to in the first place as an end with an amicable resolution.
Buyer beware... This company has major issues with proper installation procedures, with lack of basic mechanical skills and lack of mechanical knowledge. Promises are not kept, inferior products used.
Hank
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