Harmony Hills Construction LLC

[A default letter is provided here which indicates your rejection of the business's response Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of why I am rejecting this response appear below: My concern goes beyond just my 25% restocking chargeIf you view the reviews on their page, this seems to be an ongoing issue with this businessThey are selling, faulty productsThis could also become a safety concern when these brand new machines do not function or are not put together properlyI also have a strong suspicion that they are selling returned items claiming to be brand new Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11895608, and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolvedI expect to hear from the business when the new machine is ready for pick up and I need to know what needs to be done with machine we have nowI do not want to be contacted until what we ordered is ready for pick upWe have had nothing but issues with the machine we were given and replacement needs to happen

We offered exactly and even more than the customer's complaint here asks Please see the following responses.1-Let me say I am very sorry to hear that you are displeased and frustrated with my team here at WMS.I am the ownerBe assured I will rectify your issues today Please
give me an hour or so to gather information on my end You will hear from me personally as soon as I have come up with a solution I can present.2-Thank you for your patience I just wanted to make sure all the information in our system was correct and to do some additional investigating to come up with an acceptable solution for you.First please understand that all of the machines that are shipped from overseas are all fully assembled at their respective factories and tested to verify EPA compliance and general function ability before they are shipped Hundreds of thousands of machines are shipped annually worldwide, therefore opening each crate to check all the parts would be impossible By offering our build, prep., and test service we can address most issues before the units get to a customer Please be assured, that did not receive a used machine.We sell over a thousand units annually, and so there is a small percentage that after we begin the assembly process can't finish due to missing or broken parts Those units are pulled from our "inventory available to sell" list then transferred to our service department where work orders are generated The machine is moved to a different area of our building used for storage Considering this time of year we really are concentrating on building new units for customers, they often get overlooked.All that said I was able to locate a TaoTao Boulder Bas you originally ordered and the color is Spider Red! Because you have been so patient and understanding with us, and considering your ATV is most likely a Christmas gift, I have decided to offer that machine to you at no additional expense It will go through our build process and be ready to ride when you pick it up, if you so choose The second option I will offer is this: I will order another Spider Red Boulder, and then exchange it for the unit you have now Again we will build that machine for you as well.Please let me know your preference as soon as you can, so that I may take the necessary actions here to make it happen

Before this complaint was filed with the Revdex.com, this customer left us a Facebook review (with the exact same wording of this complaint) to which we responded:"We're sorry to hear that you've had an issue with the ATV that you bought on FridayWe went over the contract with you when you bought the
machine, and as you may remember, you initialed the contract in several places and signed it as well. The terms and conditions of this contract were quite clear. The technician went over the machine with you upon picking it up and of course, the machine started and ran to your expectationBecause the nature of the vehicle you bought may have many variables, when it came to a malfunction, we offered you the opportunity to have us repair any issue you may have had, completely free of charge. As explained in your contract, since you opted for a return, we now have to go through and re-prep the machine to be sold as a previously-sold unitThis is the reason for the 25% restocking fee, as acknowledged by you in the signed contract. Again, we would have much preferred simply cleaning the carburetor for you, which is often an issue if there are contaminants in the gasoline that you used in the machineWe regret that you report having a negative experience with us, but are very careful in our sales agreements so that all of our customers are treated equally and fairlyYou can be assured that any and all paperwork that we have received from you will be properly processed according to our office policyThank you for your concerns." This customer bought a brand new machine that, upon pick up from our location, functioned to her expectationsOur technicians went over the entire machine with her upon delivery and she gladly accepted the unit and took it homeThe customer had an issue with the machine after it was taken home and she felt that it would be appropriate to return the unit to usAs stated in her signed sales agreement, "Assembled units in new, un-used condition and not registered with delivery packet may be returned within days of the delivery date, less a 25% re-stocking fee and are subject to inspection and Manager approval"After the manager inspected the unit to be returned and approved the return, we offered her a refund, less 25% of the original invoice, as stated in the signed contractIn addition to this, we offered to fix her machine completely free of charge (with parts and labor that otherwise would not be covered under the manufacturer's standard warranty)She declined this offer and took the refund insteadHer machine will now have to be repaired with a simple carburetor clean, re-prepped and tested, cleaned, and sold at a discount as a previously-sold machineThe 25% of the invoice that was kept by us is used to cover parts, time and labor to do thisNothing was done out of the ordinary, unexpectedly, or outside the customer's signed sales agreementThank you for your time and consideration of our response to this complaint

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12410708, and find that this resolution would be satisfactory to me. I consider this complaint resolved and I have received the part it took a third party to get involved to get results

[A default letter is provided here which indicates your rejection of the business's response. 
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
My concern goes beyond just my 25% restocking charge. If you view the reviews on their page, this seems to be an ongoing issue with this business. They are selling, faulty products. This could also become a safety concern when these brand new machines do not function or are not put together properly. I also have a strong suspicion that they are selling returned items claiming to be brand new.
Regards,
[redacted]

The customer is correct.  After receiving the support ticket we contacted the manufacturer in efforts of obtaining the replacement part that was requested.  We were told by the companies parts representative that the part was backordered and that we would be notified when they had it....

 That is the information we passed on to the customer.  At some point the part was received by the manufacturer but we were not notified.  Consequently, when the customer contacted the manufacturer he was told that the part was in stock and could be shipped.  Since this complaint has been filed, we have obtained the part for the customer and had it shipped to him at no cost.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11895608, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I expect to hear from the business when the new machine is ready for pick up  and I need to know what needs to be done with machine we have now. I do not want to be contacted until what we ordered is ready for pick up. We have had nothing but issues with the machine we were given and replacement needs to happen.