ComplaintsforCap World
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Complaint Details
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Initial Complaint
06/07/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
CAP WORLD painted my new **** topper the wrong color and will not correct the error. On April 29, 2021, I contracted with CAP WORLD for the purchase of a new bed topper for my 2020 **** *********. The order was confirmed to be painted to match a matte back **** top (standard for ****). What arrived was a very dark black color that does not match. They allege my 10-month old 2020 **** hardtop is faded. It is not and the **** dealership verified that my hardtop is the standard **** matte black color, not faded. CAP WORLD has stopped replying to my emails and they still have the topper along with my payment. Please see attachments of my order and comparison photos.Business response
06/19/2021
---------- Forwarded message ---------
From: Andrew S***** <*******@capworld.com>
Date: Fri, Jun 18, 2021 at 9:57 AM
Subject: Cap World Response, Complaint ID ********
To: [email protected] <[email protected]>
Hello,
Please find the complete email conversation between myself and the customer below. At no point was I unresponsive.
Let me start by saying, Cap World Is a Dealer of **** Truck Caps. We do not paint these products, **** does. After the customer expressed concern that his new cap was slightly darker than his truck, I contacted **** and sent them photos. They felt the plastic hard top of the customers **** was faded, to which I agree. This is known issue with **** Hardtops. The Cap was ordered and painted ***** paint code ***. **** is unable to match a faded paint job.
The customer has sent me a link to touch up paint he believes is a perfect match for his ****. It is the same color his cap was originally painted. I have offered to buy this paint and compare it to his Truck and the Cap **** built. He has not taken me up on this offer. I have also offered a 100% refund to this customer. To date, he has not taken me up on this offer either.
In summary, Cap World is fair, reasonable, and has acted in good faith. We look forward to an amicable resolution with this customer.
Thank you,
From: Andrew S*****
Sent: Thursday, June 17, 2021 10:19 PM
To: *** ****** <*********@**.***>
Cc: **** **** <*****@**********.com>
Subject: Re: *******,
Sounds good. I will wait to hear from you.
Thank you,
Hi Andrew,
I’m waiting to hear back from my brother on how he wants to go forward. It will be shipped to his duty station, so no redos… Thanks.
**/*
Sent from my ******
On Jun 16, 2021, at 9:05 AM, Andrew S***** <*******@capworld.com> wrote:
***,
Should I buy this touch up paint to compare? Does that sound like a fair place to start?
Thank you,
On Jun 15, 2021, at 2:44 PM, Andrew S***** <*******@capworld.com> wrote:
***,
That’s the Color it’s painted. What are your thoughts on me buying that touch up paint and comparing it to the cap and your ****?
Andrew S*****
On Jun 15, 2021, at 2:38 PM, *** ****** <*********@******> wrote:
Andrew,
It is not the correct color. Link below has correct color. You’ll see in the customer comments that it is matte black.
https://www.******.com/**************-Black-Touch-Paint/**/**********
****
On Jun 15, 2021, at 2:10 PM, Andrew S***** <*******@capworld.com> wrote:
***,
As I wrote to you previously, **** cannot match the cab of your truck because it is faded. I am happy to refund your credit card deposit if you have not already submitted a charge back.
I’m sorry we were unable to do business together.
Thank you,
Andrew S*****
On Jun 15, 2021, at 1:11 PM, *** ****** <*********@******> wrote:
Hi Andrew,
I would like for you to paint it the correct color, as the BBB complaint states.
Kind regards,
***
Sent from my ******
On Jun 14, 2021, at 4:28 PM, Andrew S***** <*******@capworld.com> wrote:
***,
We received notice of a stop payment of your check. I am assuming you are no longer interested in a cap?
Would you like a refund for your credit card deposit or have you submitted a charge back?
Thank you,On Jun 3, 2021, at 4:32 PM, *** ****** <**********@*****.***> wrote:
The standard **** color matches the matte black fenders and bumpers of the ****, not the body paint color.
On Jun 3, 2021, at 3:10 PM, Andrew S***** <*******@capworld.com> wrote:
Hi ***,
The cap was not painted ***. It was painted to match a new **** hard top with ****’s textured coating. Unfortunately, your hard top appears to have faded.
Thank you,On Jun 3, 2021, at 3:03 PM, *** ****** <**********@*****.***> wrote:
Hello Andrew,
I just got off the phone with the ******** **** dealership service department who called their factory representative to further verify the **** color question. They both agreed that the standard matte black **** hardtop color is not the same as my ****’s *** black color. The **** topper order was for it to match exactly to my **** hardtop specific matte black color (please see attached x3). Thanks.
Kind regards,
***
<****** **** ********** ** ******* ******>
<****** **** ********** ** ******* ******>
On Jun 2, 2021, at 1:29 PM, Andrew S***** <*******@capworld.com> wrote:
Hi ***,
Please see ****’s note below. I agree with their comments. It looks like your cab has faded.
Thank you,
Begin forwarded message:Andrew,
The color of this cap looks normal. The textured, matte paint we use is designed to match the **** black, when new. See attached.
**** ****
Regional Sales Manager
Truck Accessories Group, LLC
###-###-####
*****@**********.com
<************>
CONFIDENTIALITY NOTICE:This email message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email, then delete the original message and destroy all copies.
From:Andrew S***** [mailto:c]
Sent:Tuesday, June 1, 2021 4:57 PM
To:**** **** <*****@**********.***>
Subject:****<************>
<************>
Andrew S*****
<**** ***** *******>
<***************>
<****** **** ********** ** ******* ************** **** ********** ** ******* ******>
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.