I have done quite a bit of business with ground up.. Went and picked up all my sheet metal from them...quality was poor but was able to work around it.. Ordered some interior parts.. Again not the best quality... But about 2 month ago I order exterior felt... I explained to the sales rep I did not have a catalog or computer in front of me... And that I needed the felt for the chrome piece.. He said I have it.. I again informed him that I was going by what he was saying and to confirm... At which time he got upset and said this is the right one... So they send it... And guess what it don't fit... Call them and another sales rep answers and right away tells me says right here on the computer that you need a special felt and that the other sales rep should have told me.. So I ask them to send me another and I would send this back if they could send me a return slip... They sales rep tells me we will have to re bill you and give you credit as for the return shipping they don't reimburse for that..... So I get upset and ask to speak with the boss.. Another person picks up and tells me it was my fault I should have told him.. I explained that I did and he says can't see why they would send me that then... I explained to them all I want to do is for them to send me a call slip and just send me the correct part they said they couldn't ... So ask to speak with the owner and the guy tells me the owner doesn't talk to customers... I have to deal with him... So I explain to him I'm a member of team camaro... And he comes back and says... So what the forum only makes up 1 percent of our sales... At that point I just say forget it.. And the line goes dead..a short time later the same person calls me back and says we will send you a call slip but we still need to charge you for the new felt... I say fine...(that night I get hit by the car and go to hospital)..

Move ahead to yesterday... I call to order some engine stands for my BBC swap... The guy that answers the phone sounds like he's eating.. Keeps asking me to repeat myself... I explain to him the problems I had in the past and wanted to make sure everything went smooth again he says yeah.. Yeah ... Well today they arrive.. The quality was poor.. Holes in the welds... Incomplete welds and the bolt holes off center...So I call the guy couldn't be bothered tells me he has no more and to send it back.. I ask him when they will get more he says soon... So I ask soon when he says I don't know... So I explain to him.. I'm going to have to order from somewhere else because I need the stands asap... He says fine...I ask can I get a call slip.. He says..NO... I then ask can you make a note I want my account credited.. He says .NO..I need to write it on my receipt.... I then say... I just want to make sure you don't send me another one... As I will be ordering it from another vendor... He again says write it on your receipt ... Followed by goodbye..

I was a loyal customer.... And understand that they have no control over quality of there suppliers .... But they do have control over the way they respond to customer complaints....they should make an effort to ease the headache caused by there mistakes and the mistakes of there vendors..

What's going on with this place...

ouch! reminds me of that credit card commercial where the Russian guy says his name is "Peggy"! Thanks for the heads up!

They sent me the wrong part as well and after reading this I am not going to try to get an exchange, just sell them on the classifieds and buy the right ones from someone else.
All though we are only 1% of their bussiness Im done buying anything else from them. Too bad they are a sponser here.

"Forum makes up 1 percent of our sales". That sure is the wrong way to look at it...

Good luck to them, I took them off my personal list of approved vendors a long time ago.

Now get this.. Look at my account on line.. Find 3 charges from ground up.. One for $78.00 and two for 83.59... So I call and ask them about it.. I am aware of the $78.. It's for the frame stands... But what's up with the 83.59.. The sales rep answers there just holds... Why are you putting in 2 holds for 83.59... She says it was probably a mistake all you were charged is the $78.. Because another one of there mistakes the bank now holds 168 dollars until they decide they can release it... Just gets better

I Had a REAL-REAL BAD experence with ground up also. I'll never call them again.
Larry

Now get this.. Look at my account on line.. Find 3 charges from ground up.. One for $78.00 and two for 83.59... So I call and ask them about it.. I am aware of the $78.. It's for the frame stands... But what's up with the 83.59.. The sales rep answers there just holds... Why are you putting in 2 holds for 83.59... She says it was probably a mistake all you were charged is the $78.. Because another one of there mistakes the bank now holds 168 dollars until they decide they can release it... Just gets better
My bank said that was ILLEGAL (maybe just in Maryland ? IDK)
I had a few checks bounce due to a gas station hitting my card for a $100 "hold" when I went to fill-up....The bank took care of right away for me and took care of the bounce fees.

Call your bank ASAP :yes:

My bank said that was ILLEGAL (maybe just in Maryland ? IDK)
I had a few checks bounce due to a gas station hitting my card for a $100 "hold" when I went to fill-up....The bank took care of right away for me and took care of the bounce fees.

Call your bank ASAP :yes:

Doug that's what the sales rep told me to do... Just don't want to get put on hold... If they had done it right I would not have had the two hold charges... But to the sales person... It was no big deal...it really isn't but what if I needed that money.... My card would go overdrawn because I wasn't aware of those charges...I know the holds will eventually release...

Call your credit card company and file a dispute for the charges - and if you used your debit card, take this as a lesson to NEVER use a debit card for purchases like this - you are out the money, and have to wait to get it back following the dispute. Dispute a cc charge, they put it on hold, and you only pay if/when it is resolved.

My debit card is only used as a ATM cash card - nothing else. Debit cards are evil.

I am not questioning any valid complaints being voiced here but I would like to address the bashing way supporting members are attacking a supporting vendor. If you are trying to get a problem resolved the way you are going about it is only going to foster a defensive position with the sponsor and they are likely going to just ignore you.

Any further vendor bashing will cause this thread to be removed. It's clearly stated when starting a thread bashing is not allowed.

I am not questioning any valid complaints being voiced here but I would like to address the bashing way supporting members are attacking a supporting vendor. If you are trying to get a problem resolved the way you are going about it is only going to foster a defensive position with the sponsor and they are likely going to just ignore you.

Any further vendor bashing will cause this thread to be removed. It's clearly stated when starting a thread bashing is not allowed.

Hey Dennis, any company that decides to ignore a customer as you put it, is not the way to run a business IMO. A good company would be proactive and work to rectify the situation ASAP. I have never dealt with the vendor and I guess I have been lucky so far, that every vendor that I have worked with has been courteous and professional and made me feel like my business is valued. I do feel for anyone who feels they are treated poorly, because when you are spending money with a business you should at the very least be treated with respect. It is not to much to ask.

Example. I went in a restaurant yesterday and ordered a buger a certain way and it was served incorrectly. Not only did they make me a new burger right away but they took the burger off the bill and several employees including the manager apologized to me several times sincereley. I had never been to the restarant or that chain before, but I can tell you one thing. I am going to tell people how much I respect their approach and value their integrity. It restores hope that there are great companies out there that genuinely care about their customers. The basic key to any succesful business IMO.

Good luck and hope the issue is resolved to the customers satisfaction. Seems like a simple request.

Food for thought...

Dennis, sometimes something that comes off as bashing is just the way a person knows how to write it. I saw it as someone explaining what happened,albeit angry, and I would be too.Personally I appreciate Hector posting this and will not do business with Ground Up at all. Especially after the 1% remark.
Further, if I were Don and knew about this remark I would ask for an explanation with removal as a sponsor being seriously considered.
Always a couple ways of looking at things.

If these guys value our forum so little I wonder what compels them to be a sponsoring vendor? If you ask me, the negative press would outweigh the "1% of their sales". Respectable vendors often use this forum to resolve issues and portray their companies in the best light.

You guys are missing my point, I'm not standing up for Ground Up, I'm reminding folks of the "no bashing" rule here! I haven't denied anyone their say but since there is anger coming out in some posts I thought I would be proactive before it gets out of hand.

Ground Up has been a sponsor of all of the "Team" sights since the beginning and I have seen dozens of threads just like this one and every single one the complaining party never took the complaint up the chain of command beyond the front lines. As well every single one was resolved to the customers satisfaction once the problem was brought to the right persons attention...

Anger does nothing to help, it just fosters more anger and I'd put money on it that if Mike let anger get the best of him he would have been shown the door instead of getting another burger.

I don't speak for Ground Up but can tell you they don't frequent the forums, vendor forums are relatively new here and I doubt they have someone in place to deal with forums.

I would suggest if resolving a problem is what the goal is here then being close enough to their store to pay them a visit and asking to speak to the boss face to face is the best approach. If that's not possible call and ask for names, job titles and numbers of each person you speak to and don't stop, everyone has a boss until you get to the owner...

Please note, the original poster has not once said he was interested in resolving any problems by what he has posted. This is where it gets hard to moderate in a fair manor. I have to decide what is the intent? Is he looking to resolve a problem or is he trying to inflict damage...

Melrose - keep in mind the words and sentaments of an employee don't always reflect the intentions of the companys management...

I have seen dozens of threads just like this one and every single one the complaining party never took the complaint up the chain of command beyond the front lines. As well every single one was resolved to the customers satisfaction once the problem was brought to the right persons attention...

I rest my case...

http://www.camaros.net/forums/showthread.php?t=192317