Foley Inc

Our concern is the perception that Foley has not responded to this complaint as is referenced in your letter of Wednesday, January 20, 2016.  We take complaints very seriously and are always being measured by our manufacturer, [redacted] through a Customer Survey process conducted by a third...

party (RDA). Mr. [redacted]’s complaint is understandable due to the frequency of emergency charges that were incurred.  We sometimes find that parts supplied by [redacted] on a stock order will remain on backorder status until they are placed on emergency status.  We communicate this need and any subsequent charges to the customer when we have that information at the time of the order.  Sometimes we have to amend an order well after the original order is placed.  Charges for emergency status are automatically posted overnight once the part has arrived. If a customer challenges these charges, we will credit these charges as is the case with Mr. [redacted].  We regret that Mr. [redacted] has interpreted these occurrences as bad business. There are many [redacted] Dealers that our customers are able to purchase [redacted] parts from.  Although we strive to make every customer experience a good one,  Mr. [redacted] will, from time to time, experience the same need to have a backordered part placed on emergency status should he opt to use another authorized [redacted] Dealer.  All [redacted] Dealers face the same part acquisition challenges.

Review: We have order parts from Foley Inc. in the past and they have charged so called "emergency service charge" 3 times within a year. Foley explained so called emergency service charge as in parts "needed right away" charge. But when you order parts and picked up couple days later, it's not so "emergency". They put on the charges anyway. We have to call every time to explain that the order is non-emergency, costing us time and back and forth effort to taken the charge away. It is easy for Foley to put on charge, but to take them off is hours on the phone. Foley need to define their emergency properly on the invoice, not put it on when they "feel" like it. This is bad business practice, period. Invoice# [redacted].Desired Settlement: [redacted] and [redacted], has been adjusted and paid. [redacted] is still work in progress to get emergency service charges removed. We do not want to call every time to have the charges taken off!

Business

Response:

Our concern is the perception that Foley has not responded to this complaint as is referenced in your letter of Wednesday, January 20, 2016. We take complaints very seriously and are always being measured by our manufacturer, Caterpillar through a Customer Survey process conducted by a third party (RDA). Mr. [redacted]’s complaint is understandable due to the frequency of emergency charges that were incurred. We sometimes find that parts supplied by Caterpillar on a stock order will remain on backorder status until they are placed on emergency status. We communicate this need and any subsequent charges to the customer when we have that information at the time of the order. Sometimes we have to amend an order well after the original order is placed. Charges for emergency status are automatically posted overnight once the part has arrived. If a customer challenges these charges, we will credit these charges as is the case with Mr. [redacted]. We regret that Mr. [redacted] has interpreted these occurrences as bad business. There are many Caterpillar Dealers that our customers are able to purchase Caterpillar parts from. Although we strive to make every customer experience a good one, Mr. [redacted] will, from time to time, experience the same need to have a backordered part placed on emergency status should he opt to use another authorized Caterpillar Dealer. All Caterpillar Dealers face the same part acquisition challenges.