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Customer/Client Rights

Customer/Client Rights

 

  • Customers/clients have the right to clear, open communication about what services are being done and when services are expected to be completed.
    • While it is always our goal to have your services completed in a timely manner, please keep in mind things happen and sometimes go over the estimated installation time. We will do our very best to let you know the status of your appointment so you have ample time to make arrangements if needed.
  • Customers/clients have the right to a written estimate.
    • All written estimates are good for 7 (seven) days of delivery of estimate without payment, unless stated otherwise. We cannot honor verbal or phone estimates for more than 48 hours.
      • With the ever-changing price increases that vary from brand to brand, all estimates revisited after 7 days may need to be modified to reflect current MAP pricing. 
  • Customers/clients have the right to know that older vehicles (over 5 years from current model) and high mileage vehicles require a greater deal of maintenance and work.
    • Components can fail over time in any vehicle. We guarantee our labor work on specific installs for a period of 12 months or 12,000 miles- whichever comes first. We do not guarantee any other components or parts that we did not service at the time of appointment.
  • Customers/clients have the right to know that we will honor warranties for parts (purchased through us) and labor to the extent provided by the manufacturer.
    • If you decline services recommended or required by the manufacturer, the part will not be covered under warranty if defective.
  • Customers/clients have the right to know that customer supplied parts will not be included in our standard extended labor warranty coverage.
    • Any warranty claims on customer supplied parts will the the customer's responsibility to follow through. A higher labor rate will be charged for customer supplied parts and we reserve the right to refuse install on any supplied parts that we do not deem fit, compatible or safe for the vehicle.
  • Customers/clients have the right to know that we will not provide and/or install used parts- no exceptions.
    • All parts installed at Offroad Elements Inc. must be and will be new, in the original manufacturer packaging and free of defects.
  • Customers/clients have the right to know that payment for parts is due up front upon scheduling an appointment if purchasing through us.
    • This protects the customer/client from having to pay more if prices increase between the time of scheduling and time of appointment.
    • This allows us to pull components in as soon as possible and avoid waiting if parts happen to become backordered.
    • In the event we have all of your components and a sooner appointment opens up (due to cancelling or rescheduling), this also allows us to pull you in for an earlier install. 
  • Customers/clients have the right to know that 25% of labor is due up front for any appointment using customer supplied parts.
    • The remainder of the labor estimate will be due upon completion of the work.