CRD Metalworks

Machine works great, but 8 way wedge is junk. Company is unresponsive. Once you buy it you are on your own. Customer service doesn't even get 1 star because it's like they don't exist anyway.

The supplied log splitter 8 way wedge will not split wood but only about 50% of the timeLog splitter was supplied from vendor as an 8-way wedge. When I called CRD Metal Works to help diagnose splitting problems after owning the machine for 1 year with 25 hours of run time on the machine and to help me troubleshoot why their product stalls the engine 50% of the time when trying to split wood, the salesman told me it was an issue so CRD decided to go to a 6-way wedge due to customer complaints. The salesman told me a new wedge would be $600 and told me to talk to the owner of the company. When I called the owner of the log splitting company (after un-returned emails) he ([redacted]) insulted my intelligence, cursing me out continually and told me a new wedge would cost me $895. He was not interested in trying to help me diagnose the machine, but instead hung up on me. Then he called me back, left me a voicemail and told me never to call the company back for parts, anything. The company does not stand behind their product, I am trying to provide feedback on their wedge design (there lack of) and why would sticks between the knives of the wedge, but CRD was not interested.Desired SettlementI would like a correctly sized wedge for the machine - as been given to other clients.Business Response The customer purchased a "demo" unit which had been used extensively at a recent trade show. This condition was relayed to him verbally in the normal course of the sale, in which a 1000.00 discount of the normal retail at the time was conveyed. During the course of the first few weeks of working together after the sale, there were some small issues which were addressed and rectified. At many moments, the customer's approach became less than civil, up to and including veiled threats. The issue of the wedge change was simply that of preference of the manufacturer, and no other components of the splitting system were changed in that process, meaning, the base machine is identical. We have not offered wedges in replacement to any other customers because a "wedge issue" does not exist. It has been explained to the customer that larger, denser wood can be "tough to split", which is the case with all wood splitters. However, to proof the product there is a lengthy video made and available on YouTube of the "Green Monster Splitter at the Paul Bunyan Show" which clearly shows two men working the customer's EXACT machine for 3-4 minutes without issue, and with good sized product. The customer was aware of and did view this exact video prior to sale.The splitting wedge is not covered under our basic warranty, for repair or replacement. The customer elected not to sign our sales terms and conditions document at the time of sale, which outlines these facts. The wedge has not broken or failed, to our knowledge, regardless of the complaint.We strive to assist all customers with timely service. We can not account for the types of wood the customer presents to the product; it's evident the product is functional as he continues to utilize it. We wish him the best.Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The wedge design supplied does not work. It sticks the wood and stalls the engine. Buyers beware - CRD will not stand behind their equipment. So CRD - how much $ would you sell me a correctly designed replacement wedge?Final Business Response Because the Customer did not sign the T&C's at the time of sale, in which a commitment to fulfilling our warranty commitments is contained, the Customer would be additionally aware that the splitting wedge and conveyor belting on all products manufactured by the company are not covered by our warranty; we consider them to be consumable, replaceable wear items. In honesty, we as the Company don't understand the actual nature of the Customer's complaint; at times, it appears to be about one thing and then another. In honesty, the Customer has had multiple email and phone call interactions with the Company which have been accusatory, threatening on occasion, and lengthy. We are under no obligation to offer the customer a wedge, and have not voided the terms of our warranty by not doing so.