ABC Hardware & Rental

This is in response to Mr [redacted] 's complaint filed on April 5, ABC strongly disagrees with Mr [redacted] 's allegationsMr [redacted] responded to an add that advertised feet of copper gutterThe add clearly indicated that the gutter was old -- not new and sold "as is"The gutter was being advertised for $on eBay and Craig's ListThe Craig's List add was correct and advertised feet of copper gutter without indicating a sizeThe first eBay add erroneously stated that all feet was 6" After being made aware of the error, the eBay listing was changedAfter multiple phone calls and haggling, Mr [redacted] and ABC agreed to sell the gutter for $ Mr [redacted] was adamant that he wanted to pay $and ABC was adamant that $was the lowest offer we would accept Mr [redacted] agreed to the $purchase priceMr [redacted] did not purchase these items off of eBayHis purchase resulted after multiple phone conversations with Bob where he was clearly told that the gutter was multiple sizes included in the feetABC also stated it would send him the downspouts at no extra charge Mr [redacted] was very happy with this arrangement and authorized a bank wire for $to be sent to ABC Mr [redacted] was sent an invoice (attached), he signed the invoice prior to the items being shipped The invoice clearly states that it was feet of copper gutter with square and round downspoutIt does not state that the feet was all 6" and, again, Mr [redacted] knows this.As for the condition of the gutter when it was received, the products were sold as is and all shipping damage claims needed to be made within five (5) days of receiving the itemsMr [redacted] did not refuse deliveryHe was told that we needed to deliver them to a commercial address with a loading dockHe assured us that the address given was commercial and did have a loading dockThe shipper advised us, as did Mr [redacted] , that the shipping address was actually his residence and Mr [redacted] utilized Amish people to unload this gutter into his garageOf course, ABC had no knowledge of this until after the shipment was received by Mr [redacted] and, again, not refused by himWhen the gutter left Buffalo, NY it was in the condition that was advertisedABC bears no responsibility for the condition of the gutter after Mr [redacted] had his Amish crew unload it into his garage.When Mr [redacted] first contacted ABC, he did not want a refund or to return the productHe wanted ABC to reduce the purchase price to $2000, which we rejectedEven though ABC fellt it did nothing wrong, it offered to refund Mr [redacted] 's money, but he was liable for strapping the gutter to a pallet and shipping it backat his costMr [redacted] refused to do this The bottom line is the customer wanted this product for $When ABC refused, Mr [redacted] took these measures to try to bully ABC into giving him the gutter at his priceThis was an as is sale, that was fully explained to and agreed to by Mr [redacted] He knew exactly what he was getting as was evidenced by the invoice that he signed He lied to ABC about the commercial address and had his own crew unload the gutter into a garageHe did not utilize a loading dock or proper unloading equipmentAny damage that occurred as a result is his responsibility Even though ABC did nothing wrong, in an effort to provide excellent customer service, we offered to take the product back and give Mr [redacted] a full refundAll Mr [redacted] had to do was ship it back strapped to a palletMr [redacted] does not want a refund, he does not want to send the product back -- he simply wants feet of copper gutter for $2000, which is not going to happen.At this point, ABC's position is Mr [redacted] owns this productIt is too late for a return and he damaged the product when it was unloaded by him at his residence

My name is Robert and would like apologize for my late response to this matter but I wanted to make sure I had all the facts and information together regarding this invoice before I responded Richard Rthe Rental manager was out of town for a long period of time and I needed to meet with him to discuses this work orderAfter reviewing this work order we have determined that Richard and his staff already did reduce this invoice by $for the inconvenience that [redacted] experienced while waiting for the parts for the mower that were on back orderLabor was to be charged at $and ABC reduced it to $We do apologize for time it took for the parts to come in but with back order parts it is out of our hands and this becomes an inconvenience for ABC and our customersABC has been in business for years and we deal with hundreds of customers per dayWe will work harder to communicate with our costumers like [redacted] who feel dissatisfied with the policy's we have to up hold at ABCI assure you if Richard or myself had been out side with [redacted] we also would have explained it is ABC Policy that we can not load or help load machine in vehicles with out customer consentABC staff must make this clear due to any damage that may accrue when equipment is being transported in customers vehicleI can also say if we had been out front with [redacted] after getting permission to load we would have helped or offered to deliver itRichard and I would not have let [redacted] or any customer for that matter leave un-happyIn conclusion [redacted] can speak to me ###-###-#### Robert and we can discus the communication error she had experienced and go over the discount she received if it is not clear on the invoiceThank you all for your time and your input Robert DABC Operation Manager

Not acceptableHow can I send photos of the product so you can see this is not "New" stock ? Revdex.com can you please assist in this matterWe will proceed in whatever avenue it takes for us to recoup our loss.Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted]

I have attached the invoice for the customer request of a recoil of his weed eaterThe total of the invoice was 39.70. ABC does not have an invoice with your name with a charge or a request for fixing the bulb primer or starting the weed eater. My name is Richard RRental Manager
###-###-####. Please call me so we can find out how to help you and resolve your problem

Revdex.com spoke to Bobby at business and the following was relayed: The manager did make an error, the customer was refunded and is satisfied

The customer on this complaint, [redacted] is not the owner of the lawnmower - she appears to be a tenant and the owner is the home owner.  Most of our conversation has been with the actual owner of the lawnmower and has not been with [redacted].  The customer did bring the lawnmower...

in for repairs and the mower was repaired and was started at the shop in front of the customer before they took it home.  The customer put bad gas in the lawn mower once it was at home.  The customer called and we told them to come back in.  Once they returned, we poured the gasoline from the mower into a clear gas jar and showed the owner how the gas separated - that should not happen.  We drained the machine.  The customer was charged $5 for gas because we clean the machine and then run it to push any remaining bad gas out of it.  This is standard - we let the machine run quite awhile in our repair yard to make sure there are no other issues.  The customer picked up the machine again and took it home and said it would not start after 15 minutes of running - it is our belief that it was out of gas at this point and the customer did not add gas to the machine since bringing it home.  Even though we explained the $5 gas charge was to clean and run the machine in the shop, they would not answer whether or not they added their own gas to the machine.  A lawn mower will typically run 30-45 minutes on a full tank of gas so we feel they were out of gas.  The customer never spoke to an owner.  They have been talking to Rental Manager Rich R. who has repeatedly told them to bring the mower in again and he will go over it with them and show them the problem.  The customer has not returned with the mower and has not returned the calls.  The mower was in two times : once for the original repair and the 2nd time for us to flush the bad gas out of the mower.  Our offer still stands, the customer is welcome to come back with the mower so we can check the gas tank again and figure out why their mower is not running for them.

This is in response to Mr. [redacted]'s complaint filed on April 5, 2015.  ABC strongly disagrees with Mr. [redacted]'s allegations. Mr. [redacted] responded to an add that advertised 700 feet of copper gutter. The add clearly indicated that the gutter was old -- not new and sold "as is". The gutter...

was being advertised for $7400 on eBay and Craig's List. The Craig's List add was correct and advertised 700 feet of copper gutter without indicating a size. The first eBay add erroneously stated that all 700 feet was 6".   After being made aware of the error, the eBay listing was changed. After multiple phone calls and haggling, Mr. [redacted] and ABC agreed to sell the gutter for $4000.  Mr. [redacted] was adamant that he wanted to pay $2000 and ABC was adamant that $4000 was the lowest offer we would accept.  Mr. [redacted] agreed to the $4000 purchase price. Mr. [redacted] did not purchase these items off of eBay. His purchase resulted after multiple phone conversations with Bob where he was clearly told that the gutter was multiple sizes included in the 700 feet. ABC also stated it would send him the downspouts at no extra charge.  Mr. [redacted] was very happy with this arrangement and authorized a bank wire for $4000 to be sent to ABC.  Mr. [redacted] was sent an invoice (attached), he signed the invoice prior to the items being shipped.  The invoice clearly states that it was 700 feet of copper gutter with 5 square and 6 round downspout. It does not state that the 700 feet was all 6" and, again, Mr. [redacted] knows this.As for the condition of the gutter when it was received, the products were sold as is and all shipping damage claims needed to be made within five (5) days of receiving the items. Mr. [redacted] did not refuse delivery. He was told that we needed to deliver them to a commercial address with a loading dock. He assured us that the address given was commercial and did have a loading dock. The shipper advised us, as did Mr. [redacted], that the shipping address was actually his residence and Mr. [redacted] utilized Amish people to unload this gutter into his garage. Of course, ABC had no knowledge of this until after the shipment was received by Mr. [redacted] and, again, not refused by him. When the gutter left Buffalo, NY it was in the condition that was advertised. ABC bears no responsibility for the condition of the gutter after Mr. [redacted] had his Amish crew unload it into his garage.When Mr. [redacted] first contacted ABC, he did not want a refund or to return the product. He wanted ABC to reduce the purchase price to $2000, which we rejected. Even though ABC fellt it did nothing wrong, it offered to refund Mr. [redacted]'s money, but he was liable for strapping the gutter to a pallet and shipping it back. at his cost. Mr. [redacted] refused to do this.  The bottom line is the customer wanted this product for $2000. When ABC refused, Mr. [redacted] took these measures to try to bully ABC into giving him the gutter at his price. This was an as is sale, that was fully explained to and agreed to by Mr. [redacted]. He knew exactly what he was getting as was evidenced by the invoice that he signed.  He lied to ABC about the commercial address and had his own crew unload the gutter into a garage. He did not utilize a loading dock or proper unloading equipment. Any damage that occurred as a result is his responsibility.  Even though ABC did nothing wrong, in an effort to provide excellent customer service, we offered to take the product back and give Mr. [redacted] a full refund. All Mr. [redacted] had to do was ship it back strapped to a pallet. Mr. [redacted] does not want a refund, he does not want to send the product back -- he simply wants 700 feet of copper gutter for $2000, which is not going to happen.At this point, ABC's position is Mr. [redacted] owns this product. It is too late for a return and he damaged the product when it was unloaded by him at his residence.

Not acceptable. How can I send photos of the product so you can see this is not "New" stock ? Revdex.com can you please assist in this matter. We will proceed in whatever avenue it takes for us to recoup our loss.Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

My name is Robert and would like apologize for my late response to this matter but I wanted to make sure I had all the facts and information together regarding this invoice before I responded.  Richard R. the Rental manager was out of town for a long period of time and I needed to meet with him...

to discuses this work order. After reviewing this work order we have determined that Richard and his staff already did reduce this invoice by $51.79 for the inconvenience that [redacted] experienced while waiting for the parts for the mower that were on back order. Labor was to be charged at $69.00 and ABC reduced it to $17.25. We do apologize for time it took for the parts to come in but with back order parts it is out of our hands and this becomes an inconvenience for ABC and our customers. ABC has been in business for 30 years and we deal with hundreds of customers per day. We will work harder to communicate with our costumers like [redacted] who feel dissatisfied with the policy's we have to up hold at ABC. I assure you if Richard or myself had been out side with [redacted] we also would have explained it is ABC Policy that we can not load or help load machine in vehicles with out customer consent. ABC staff must make this clear due to any damage that may accrue when equipment is being transported in customers vehicle. I can also say if we  had been out front with [redacted] after getting permission to load we would have helped or offered to deliver it. Richard and I would not have let [redacted] or any customer for that matter leave un-happy. In conclusion [redacted] can speak to me ###-###-#### Robert and we can discus  the communication error she had experienced and go over the discount she received if it is not clear on the invoice. Thank you all for your time and your input.  Robert D. ABC Operation Manager.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed w.  I do not trust them at ABC hardware because their response is all a lie. I'm 36 I know how to put gas and what type of gas you put in a lawnmower.  I am the owner of the lawnmower the original owner which was the property manager has moved out of town as of 7-15-2015...never once did that man goto ABC hardware and have them show him the gas in fact the second time I came to pick up the mechanic was very rude I'm a little lady he didn't help me to my car he just rolled the lawnmower my way.  Oh yeah and the model number of my lawnmower is not the same model number on my receipt so that's another problem.  I try to call the owner and they never let me speak to him .I'm done I do not trust them with anything they have lost my business and I'll be sure yo spread the word they are crooked unprofessional dirty liars.
Regards,
[redacted]

Revdex.com has spoken to Kevin at business and the following was relayed:The business is no longer interested in having the product returned.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]