Jim Carter Trucks - Unethical Business Practices( issue resolved edited by mod)
 

Below is the letter I sent them in response to their unethical business practices. It is self-explanatory.

To whom it may concern:

I have recently purchased a 1969 GMC 2500 with the intention of completing a frame-off restoration. I have purchased several small parts from different companies such as yours who cater to my needs. From you, I purchased a pair of wiper blades (WW139). I was quite surprised at the low price you offered, $7.55(x2 = $15.10) as compared to that of LMC Trucks, who offfered the same part for $10.95. I was also impressed with your honest shipping practices.

I recieved my order and found the wiper blades to be of good quality construction, and was also surprised at the very low shipping rate of $2.67. All in all, I believed I found the company of which I was to buy all of the parts for my entire truck. Yet, here we begin the downward spiral.

I looked at the shipping invoice and discovered that $25.84 was charged to my Master Card, as opposed to $15.10. I went to my files and pulled the order sheet that I printed off the internet and verified that I did in fact agree to the price of $15.10.

I called your company and spoke to someone, of whom I cannot remember, and told them of this dilemma. They then told me of the policy that "prices are subject to change without notice." To that I responded, "Even after I purchase them?" She stated that because the vendors raise their prices, you have no choice but to raise yours, even after I agree to purchase the items at the previous price.

I am no fool and understand that the our free market will determine the price of goods. But to increase the amount charged to someone's credit card to almost double the agreed upon price after they have purchased the item is tantamount to theft. And no fine print policy would stand up in court if it is of detriment to the public good. Fortunately for you, this is a matter of ethics and principles.

If you wish to right your wrong, then I will be open to forgiveness. If you wish to change your business practices, then I may even be open to continue doing business with you.

But as for now, do not expect my business. What you can expect is that I will be posting this on a website for truck owners, specifically, http://www.67-72chevytrucks.com/. With 32,827 registered members, you can expect to be well known among classic truck enthusiasts. How you respond will determine the reputation among our members.

Attachments: Completed Internet Order
Invoice Included with Order

Michael T Moore
xxxxxxxxxxxxxxxxxxx
Newberry, FL 32669
xxxxxxxxxxxxxxxxxxx

Re: Jim Carter Trucks - Unethical Business Practices
 

That is incredible. My understanding is that the receipt is a contract. So what they did would be breaching that contract, but maybe I'm wrong. Either way it is unacceptable I am looking forward to their response to know whether I will ever buy from them.

Thanks for sharing this with us.

Re: Jim Carter Trucks - Unethical Business Practices
 

Re: Jim Carter Trucks - Unethical Business Practices
 

That is something I brought up with the sales rep, that I had purchased them at the cheaper price. She responded that the purchase is not "complete" until the order is "shipped." We will see. Most parts companies recieve all their items from the same manufacturer, so LMC and other companies provide items with the same good quality construction.

Mike

Re: Jim Carter Trucks - Unethical Business Practices
 

I would also contact Mastercard and make them aware of the problem.

Re: Jim Carter Trucks - Unethical Business Practices
 

I have their catalog and have not used them that I can remember. I do not think I will even if they resolve your issue.

Re: Jim Carter Trucks - Unethical Business Practices
 

I do not intend to get any of my money back. The parts are quality parts and the amount of money is insignificant to me. The best course of action is what I'm currently doing. Word of mouth advertising is the most effective there is. I will become a member of every classic truck site I can find and spread the word. Basic consumer practices will determine the course of their future.

(I'm glad I paid attention in macro- and micro-economics!)

Re: Jim Carter Trucks - Unethical Business Practices
 

Wouldn't they have to inform you of the price change then before the item is shipped? Not after.

Re: Jim Carter Trucks - Unethical Business Practices
 

I would still protest to master charge. They will protect you from this kind of business. They will reimburse your account.

Re: Jim Carter Trucks - Unethical Business Practices
 

:agree:

Re: Jim Carter Trucks - Unethical Business Practices
 

I would also register a complaint with the better business bureau.

It could, however, be an honest mistake...but they should, of course, correct it promptly...and the person you talked to fired or something.

Re: Jim Carter Trucks - Unethical Business Practices
 

I have done some digging in my email folders and have found in my junk folder several emails from them. This whole situation may have been prevented had better notification been given, such as a phone call since the price was almost doubled. On 08/29/07 I recieved an email which stated the true price.

From: "James Carter" <bhall@oldchevytrucks.com> Add to Address Book Block Sender | Block Domain
Date: 2007/08/29 Wed PM 12:50:18 EDT
To: "Michael Moore" <mtm717@bellsouth.net>
Subject: Santa Fe Sales Customer Receipt/Purchase Confirmation



========= GENERAL INFORMATION =========

Merchant : Santa Fe Sales
Date/Time : 29-Aug-2007 11:50:18 AM
Transaction ID : 1538835265

========= ORDER INFORMATION =========
Invoice Number : 70230
Description : CW ,Web Order
Total : 28.51 (USD)
Tax : 0.00
Shipping : 2.67
Tax Exempt : Yes
Purchase Order Number : 70230
Payment Method : MasterCard

==== BILLING INFORMATION ===
Customer ID : 286047
First Name : Michael
Last Name : Moore
Company :
Address :
City : Newberry
State/Province : FL
Zip/Postal Code : 32669
Country : USA
Phone :
Fax :
Email : mtm717@bellsouth.net

==== SHIPPING INFORMATION ===
First Name : Michael
Last Name : Moore
Company :
Address :
City : Newberry
State/Province : FL
Zip/Postal Code : 32669
Country : USA

Four hours after that I recieved another email which stated the item was shipped.

From: <info@oldchevytrucks.com> Add to Address Book Block Sender | Block Domain
Date: 2007/08/29 Wed PM 04:15:21 EDT
To: <mtm717@bellsouth.net>
Subject: Your Jim Carter Classic Truck Parts order



Re: Order Number: 70230




Your order
70230
Was shipped on
08/29/07

The following items were shipped
Item Qty Qty Qty
Expected
Number Description Ord. Shp. Bck. By
---------- ------------------------------ -------- -------- -------- -------
-
WW139 WIPER BLADE 67-72 APPROX. 15" 2.00 2.00 0.00
EACH Modern type (approximatel
y 15 inch).

Date Shipped Via
08/29/07 US Mail - First Class
Tracking Number:


---
[This E-mail scanned for viruses by Declude EVA]

Four hours between notification by email that the price has close to doubled and notification that it had already been shipped.

Increase the price and ship the same day. Not an honest way of business, regardless of my lack of due diligence. Had I even caught it, I would still have had the inconvenience of having to take my own time and return it. And time is money. My opinion has still not changed and I have yet to recieve a reply from them. Were I in management for that company, I would have personally called me by phone by now.

:drama:

Re: Jim Carter Trucks - Unethical Business Practices
 

Reminds me of the issue I am currently having with one of my Rally's :rolleyes:

Re: Jim Carter Trucks - Unethical Business Practices
 

Were MC to reimburse me, would I not have to return the items to the company?

Re: Jim Carter Trucks - Unethical Business Practices
 

all that business they stand to lose for < $10...not good! Thanks for the info!

Re: Jim Carter Trucks - Unethical Business Practices
 

I don't see any way they can legally justify this.

The only way they can make this right is if they apologize for the customer service rep stupidity and/or change their unethical “policy” and refund you the difference in cost.

Re: Jim Carter Trucks - Unethical Business Practices
 

Definately contact you credit card company. If not for yourself, then for others that order after you. Maybe some guy here that didn't read this thread.
If your credit card company does a charge-back ( I think that's what it's called), maybe Carter Trucks will have second thoughts about doing this kind of crap.
If you don't do anything through the cc company, Carter Trucks willl just keep on doing it as long as they can.
Hits to their bank account will always get their attention.

Re: Jim Carter Trucks - Unethical Business Practices
 

and they thought they were big with the 5% discount. That is the part that cracks me up.

Re: Jim Carter Trucks - Unethical Business Practices
 

I have bought parts from them in the past. Had a problem with them shipping the wrong clutch disc, but they resolved it. You should write to the owner.Maybe the person you dealt with on the phone didn't follow company policy.

Re: Jim Carter Trucks - Unethical Business Practices
 

It still amazes me how some companies would rather lose future business and well being for what amounts to peanuts to them... Unbelievable!

Re: Jim Carter Trucks - Unethical Business Practices
 

Thanks for the heads up on this company.

Re: Jim Carter Trucks - Unethical Business Practices
 

Time to call the BBB. They can't shake a bad business flag once it's there.

Re: Jim Carter Trucks - Unethical Business Practices
 

Thanks for the info. I not well informed about that as I don't keep a balance on my credit card, but I will contact them. I will give them some time to reply before I contact the BBB.

Re: Jim Carter Trucks - Unethical Business Practices
 

There are vendors right here on this board that you can at least have more direct access too.
I've got stuff from GMC Paul, and Atheys and been real happy both times.

I wont deal with Carter after hearing this.

Re: Jim Carter Trucks - Unethical Business Practices
 

Lets say... you sent them a money order for the parts. How would they have pulled that trick then? Why do they even put prices in their catalogs? Also, when you order, they usually tell you if its in stock. If so, the price they paid shouldnt have gone up until after they restocked the part. Doesnt sound legal or at least it doesnt sound like a place Id like to buy from. Thanks for the warning...

Re: Jim Carter Trucks - Unethical Business Practices
 

After reading all this I agree with a previous statement. Call her supv. or better yet ask for the Sales Mgr. Explain what happened. Sometimes management is unaware what some of their employees are doing. JMO. This is very bad PR and marketing procedures. Remember...Carters can make up losses in volume. :lol: :lol:

Re: Jim Carter Trucks - Unethical Business Practices
 

Gentlefolks,

I have recieved a reply Jim Carter Trucks. They have solved the immediate problem at hand, but, they have not instilled any confidence. In fact, I don't even know who sent me this reply! There is no name listed. I guess I shall just refer to them as "info", as that is who sent me the email. Judge for yourself.

From: <info@oldchevytrucks.com>
Date: 2007/09/04 Tue PM 06:04:39 EDT
To: <mtm717@bellsouth.net>
Subject: RE: Unethical Business Practices

Michael
Sorry for the delay in fixing this problem. I was trying to find out what
happened. Our paper catalog shows the part price was changed in January 2006 (one year and seven months ago) but not updated in our online catalog. Usually it is the catalog price, not the online price, that has not been updated. I'm (I am)sorry we did not check this
out (the only things you check out are hot trucks and hot girls) for you at the time you called. As much as we do not like it, we get used (you do not get used, you expect)to a certain standard answer that, when the problem is not the same, as in
this case we don't (do not) follow thru(Syntax?). Prices are subjected(subject) to change. (W)we cannot
control this but when the online (price) has not be(en) changed, there is a problem.
Again, I am sorry and have given you the refund for the price difference.
Will (who is Will?) send you a copy.

i may just bee a stoopid deputee sharif, butt i did aec my bidniss cumuneikashun class in callidge;

Re: Jim Carter Trucks - Unethical Business Practices
 

I had a feeling that was gonna happen...It's a shame they can't even give you a name!

Re: Jim Carter Trucks - Unethical Business Practices
 

They charged your credit card for more than you autherized. With the recipt that you had the credit card company would have taken care of it...

I Don't like how they handled this at all and I will NEVER buy from them. I really wish you would call them. Get a member of management on the phone and ask the person to look at this page and read over it while your on the phone. So they can see what kind of sales they lost.

Re: Jim Carter Trucks - Unethical Business Practices
 

Maybe they thought you were the "Other" Michael Moore, so they charged you more.LOL

Re: Jim Carter Trucks - Unethical Business Practices
 

I can't understand the bussiness mentality these days.It's as if companies don't understand the accepted bussiness model that shows how much it cost's them to develop a new customer.In all of them it is easier to keep an existing customer than to develop a new one.And if I remember correctly it is usually about 10% of the cost to keep an existing customer.And it's usually over something stupid like this.

Re: Jim Carter Trucks - Unethical Business Practices
 

Re: Jim Carter Trucks - Unethical Business Practices
 

I am glad it worked out, I too, feel your CC company would have sided with you on the deal.
I have a friend that got screwed by a company on a pair of sunglasses, they wouldn't refund his money either. He is a very patient telecom nerd and set up an auto dialer to phone their 800 number every 30 seconds and within a week they contacted him and refunded his total bill. :cool:

Jeff

Re: Jim Carter Trucks - Unethical Business Practices
 

Re: Jim Carter Trucks - Unethical Business Practices
 

I've already been refunded the difference. Next stop, BBB.

Re: Jim Carter Trucks - Unethical Business Practices
 

I`ll have to step in and defend Jim Carter`s reputation.As usaul you all jump on the bandwagon and pounce like a pack of dogs.This was obvious to me to be a simple case of a website that was not updated.
Jim Carter is one if the most honest and knowledgeable dealers you will ever meet.He is a small business,yet has been dealing in these trucks since way before the repro market and internet sprung up all these vendors we see now.Including "all" of our site vendors.If not for Jim Carter and a handful of others this hobby would not be where it is today.
The price was not changed after the sale.The site was outdated,just like a catalog gets.He should have kept it more updated.He should not have been slandered over your $10 until the situation was resolved,which it was.And,then,posted in the review board,not here.Makes me think you may not have paid attention to his policies posted on his site like you didn`t here.
You bought these electronically with no personal contact,they responded the same through e-mail.Why didn`t you call them and varify the price since the site does state prices subject to change?If someone deals on the phone they`d respond on the phone.That`s been my experience and what I prefer.Mostly because I grew up with personal contact being the only way.It still works best.Have we become too push button and instant gratificatiion oriented?Ya think??
You`re reporting to the BBB when he rectified the problem?He`s taking a loss for his mistake.Damned noble in my book!Are you yet another person that can see no fault in his own actions?This was a simple mistake that was rectified and you`re blowing it way out of proportion.
Take a chill pill and think about it.I wonder what you would have done had this been reversed.If anything,Jim Carter should skip the whole internet thing.He probably doesn`t need it.He did just fine before all this technology.It`s not his strong point,like me,I`m sure.I see that there can be flaws in this instant system many have come(or grown up with if you`re young enough)to take for granted.It`s not a perfect world and internet purchasing is no exception.
Does Ebay call you or e-mail?Does this site call you or e-mail/pm?Electronic gets electronic.Phone call gets phone call.Letter(heaven forbid)gets letter.Knock on door gets knock on door.You still can`t beat a look in the eye and a handshake and that`s the kinda of man Jim Cater is.His word is his bond,period.

Re: Jim Carter Trucks - Unethical Business Practices
 

The receipt he printed states that $15.10 was the total, that looks like the price to me. If a business is gonna have an online order system they have the responsibility to keep the price current, if that is an issue, then they shouldn't allow online orders to take place in my opinion. Regardless of the facts, the appearance is of unprofessional business practices at the least, and if that's the only contact you have with the company that is the only opinion you can form.

Re: Jim Carter Trucks - Unethical Business Practices
 

Hey Special K- From what I read...there was personal contact by phone
(I called your company and spoke to someone, of whom I cannot remember, and told them of this dilemma. They then told me of the policy that "prices are subject to change without notice." To that I responded, "Even after I purchase them?" She stated that because the vendors raise their prices, you have no choice but to raise yours, even after I agree to purchase the items at the previous price."You bought these electronically with no personal contact,they rcesponded the same through e-mail.")

Because we respond to this situation you call us all "pack of dogs"
I think we all responded as 99% people would when treated unfairly and the initial "personal" contact was one of "that's the way it is" As far as the BBB...from my reading that should be done if this was not resolved in a manner the was not acceptable.

I have dealt with WES, GMCPaul and Tim Christian and I know for a fact that if I purchased an item through the internet from them that was damaged or the wrong part was shipped they would want to have me call them in person to resolve this situation and NOT try to resolve this situation by internet. Because they want personal contact and many supplier want that type of interaction.

Many did suggest to call Carters back and talk to someone personally ie:
(After reading all this I agree with a previous statement. Call her supv. or better yet ask for the Sales Mgr. Explain what happened. Sometimes management is unaware what some of their employees are doing. JMO. This is very bad PR and marketing procedures.)

I have been in the business world for thirty years and though I am not an expert in all business matters…the initial response of Carters by phone was not expectable and by the response of these board members they agreed. All these board members wanted was to have this situation resolved fairly.

I will have to humbly disagree with you Special K when being called a “pack of dogs”. I see it as fellow family members who saw a potential wrong and responded in various way to resolve this business transaction to make it a right. I for one did appreciate their response. I may not agree with all their ideas, it at least gave some direction on how to proceed. I think that is what Solego was asking.

As I always tell my customers: “it’s not if one has a problem, it’s how one resolves the problem when on arises.”

Special K I do agree with you on this issue…I would not go to the BBB until I called Carters to get an explanation in person to what went wrong. I do think this was an oversight and an honest mistake was made and Solego was in contact with a person who has zero business common sense. I am confident if Solego called Carters and asked for management this situation would be resolved and all would be happy. Even we “pack of dogs” :lol:
Also Special K I do appreciate your response as that is what makes a family...as we all have difference of opinions and it gives us a variety of ways to look at the same problem.
Ok..I am done. Just my .0000000000 cents worth. [/COLOR][/B]

Re: Jim Carter Trucks - Unethical Business Practices
 

Please read the sticky at the top of the Review board before posting. Thanks.

Re: Jim Carter Trucks - Unethical Business Practices
 

Am I missing something here? You did get your money back, right? It was a sloppy transaction, but you were reimbursed...move on!
You are dealing with people and people make mistakes. In your line-of-work, you should know that. It is corrected now, right?
It looks like they are not "crooks" or "cheats", just had a problem with your order.
NOTE: Please feel free to correct any of my spelling, grammar or punctuation if you think it will help with the situation.