Let me share my Turner Motorsports story with all of you so you can defend yourself before dealing with them.  Doug was my salesman and Drew wasn’t very helpful either.  I ordered a Schrick cam and springs for an E30.  I was told the cam was on back order before placing the order; I asked “should I call back or pay now.”  Doug said “pay now or you may miss out…”  I gave them an American Express.  I went through with the order.  I waited a week and a half called back and was told the card was declined.  No problem I said this happens with my card a lot because I do not use it for phone purchases.  I asked why you didn’t call me.  They said we sent an email.  I said ok verify the email, we did.  I told him the email was never received and they should call me if there is a problem.   Three days later the cam arrives, no springs.  The springs are on backorder.  I called Drew and Doug and ask why no communication from them when I just spent $775.00.  They said “email is a perfect way to communicate” “I said I agree I use it everyday, but as I said before why didn’t you call me.”  They said “talk to me like an adult” I said ok, “when are the springs going to be in”  We said the same quote to each other four times before he would answer my question.  The outcome was Doug saying to me “I don’t have that answer.”   I own a fairly large company and I would never in my life treat a customer as this company treats theirs.  If you guys out there need Schrick get it from Germany that is where they are getting them.   If you deal with them be sure to give them a phone number with your email.  And finally do not use a debit, bank issued card.  A company like this seems very shady in my opinion.  They treated me very poorly and a chargeback will be in order if I do not get refunded for the springs.  For those of you who do not know what a charge back is, look it up, it is the consumers defense to companies that take advantage of people.  Avoid Turner Motorsports if you can they are unprofessional in my opinion.

Copy of my post from Bimmerforums.c om from 7/16/09.
http://forums.bimmerforums.com/forum/showthread.php?t=1271560

------------------------

My side of the story goes like this.

John ordered a camshaft and springs on 7/01. They were on backorder at the time. We NEVER charge anyone for backordered items until they are ready to ship. The cam came in on 7/2. We attempted to charge the card and it was declined. We immediately emailed the customer the following:


Sent: Thursday, July 02, 2009 5:19 PM
To: 'XXXXX@yahoo.com'
Subject: DECLINED CREDIT CARD


Dear John

The credit card you submitted was declined for payment.

There are several factors that may cause a credit card to not be accepted when submitted. Turner Motorsport recommends the following:

Contact the card-issuing bank and confirm that the credit card number and/or expiration date on your account are valid.

If the card being used is a debit or check card on file, please remember that these cards are not credit cards and may be subject to daily and/or transaction limits. Contact the issuing bank to determine if there are daily and/or transaction limits or any other restrictions that may be causing the card to decline.

Whether the card is a credit, debit or check card on file, verify with the card issuer that:

1. the card account is in good standing;

2. adequate credit is available on the account to accept the charge;

3. the account does not have a internet/phone order block;

4. if the account is new, the account has been activated; and

5. if the card is a debit card, that there is not a daily credit limit which this purchase would exceed.

The card may have not been accepted because the information provided on the “Billing Address” section did not match the actual billing information for that card. The system checks the information entered (name, address, zip code, etc.) against the information on file for the card at the issuing bank. If the information does not match, the system will decline the card.

Please call anyone in sales 800 280-6966 x 1 when you have it all sorted out.
We never heard back from the customer but attempted to charge the sale every other day, this is normal protocol.

On 7/13 the charge finally went through and the order was sent down to shipping. The problem here is that same day, another customer ordered the valve springs and we only had one set. Since this was a pending order due to the declined card, the other customer was allocated the springs that same day. So we sent the the cam out that day and I immediately emailed the customer alerting him of the delay in the springs and that we would send them out as soon as they came in from Germany.

Today Drew my co-worker got a call from John. John was clearly was upset, asking "what was wrong with our company" and that we should have told him that his card was declined. Drew explained that we made an effort to contact him via email. Drew was right but John wanted to speak to someone "higher up."

I then picked up and John was still very upset, and I tried to explain that we did contact him via email. All I can say is the conversation went downhill from there. I don't want to quote specifics, but all I will say is that I am 41 years old, I am way too old to be yelled at like I am 11 years old. I will simply refuse to continue a conversation with someone that is yelling at me when there is a simple, and understandable explanation to the situation. I admit I was upset and a bit flustered, and probably said things I shouldn't have, but I was upset for good reason.

Anyone that has dealt with TMS or any of our employees knows that we are good guys, are known for excellent customer service before, during and after the sale. But if you push anyone too far they will snap. I am embarassed that I did snap, and I apologize to you John for doing so. I also apologize for not calling when your card was declined. In this digital age, email is a perfectly good way of communication, and preferred by many, but I realize it isn't for everyone. I will take this as a lesson and into consideration in the future. I will make sure to call as well as email my customers in the future when problems like this arise.


-Doug

<>-<>-<>-<>-<>-<>-<>-<>-<>-<>-<>-<>

Douglas Mahar
Turner Motorsport
dugmar@turnermotorsport.com
www.turnermoto rsport.com

Phone: 800 280-6966 x 1
Fax: 978 388-4202

2007 Koni Challenge ST Driver and Team Champions
2006 Grand Am Cup GS Driver and Team Champions
2006 Grand Am Cup ST Driver and Team Champions
2004 Speed Touring Car Champions
2003 Speed Touring Car Champions

PS: Jon, your card has been credited in full for the valve springs as promised. I emailed you a PDF of the transaction to your yahoo account today at 10:27AM eastern time.