Ideal Bath of DFW, LLC

The machine had no damage when delivered to the shipping company by RT Machine. The damage was caused by the shipping company. Per our standard terms and conditions and the uniform commercial code, RT Machine is not responsible for the damage.RT Machine has cooperated in assisting with
the claim against the shipping company. We have spoken to the Customer many times throughout this process. We only recently cut off communication as he was rude to our employees in a recent telephone conversation even though the insurance claim is in process. He also has involved his Attorney. We have been advised by our Attorney to only communicate through the lawyers.Please contact me if you have any additional questions. Thanks,Ron B***

*** *** is just not telling the truth. This machine worked perfectly in our shop and we have a video shot prior to shipment. When the Customer contacted us telling us there was an issue we sent in a local technician that said he was not qualified to repair the machine. At that
point we had the machine picked up and brought back to our shop. Upon arrival the machine was in disrepair. We needed to order parts from Canada to repair the machine before any testing could take place. At this time I spoke to *** *** myself and asked what happened to the missing parts. He claimed to know nothing about it and said he never had the machine runningI told him that I did not believe that based on the amount of wood chips in the bottom of the machine. He then claimed they ran one part. Later in the conversation he said they ran a few test pieces for set-up. Like anyone, I really began to wonder about what really happened to this machine with the changing stories. When we finally fixed the mechanical issues, our electronics technician tried to get the machine running with no success. Our technician told me that the battery in the PLC had been replaced and we did not do that before shipping. *** *** insists that he did not do that, but someone did. We believe that the battery was removed for a long period of time, which would cause the memory to be lost. We are not able to get the program to fix the PLC issue. *** *** will not take any responsibility for the damage he caused to this machine and expects that we should just return his money or replace the machine. This would leave us with a machine that we cannot sell

Please review the attached email exchanges. We have been very responsive and even contacted the trucking company on behalf of the Customer. Thanks,Ron B***

It appears that we have been snookered by this company.  Despite having an inoperable machine, we have continually been lied to about the progress of resolution of the problems.  Even to this day, the accounting person is stating via the phone that there is a check cut in the amount for the machine but has been unable to release it.  We have done nothing but follow the procedures that RT Machine representatives have told us to do to get the machine up and running, to no avail.  And now they are calling me a liar!  They have our money and the machine---how is this fair?  We have been members of the Revdex.com of MN for over ten years with an A+ rating and pride ourselves in conducting business with integrity.  Our history would suggest that we have done that. The video referenced (which I have seen) only shows the start up of the machine.  No wood was run through or shows wood being tested.  Bob M[redacted], the salesman, was called upon delivery of the machine when I saw there was a computer on it.  There was never any mention of the equipment being run by software when I was considering purchasing it.  It would have been clear that software issues could be a problem on equipment of that age.  The technician who attempted to service the machine was hired by RT Machine.  As for the wood chips, when the wood was tested, it ran one piece and the computer gave the error message “Shaft Overload”.    We were able to replicate the exact same error three times.  That’s the number of boards we were able to get through the machine.  The tech they hired was the one who suggested we return the equipment because it had something wrong with it.  It even managed to start itself when no one was around!  Clearly there are safety concerns with this equipment.  We have several witnesses who could testify to the problems and inability to run while in our shop, including the person RT Machine sent to repair it.  After shipping it back to their company in Pennsylvania, there were numerous attempts to find out the status of repair before their electronics technician told me the software was outdated and it would be cost prohibitive to have the software rewritten for it. We do expect our money to be returned, which was paid back in September of 2015 (ten months ago).  This equipment never should’ve been sold as it was not adequately tested, as I was told it was.  We have endured significant loss of production, as well as interest on the funds they have held.  If this is not resolved quickly, we may have to resort to legal action.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Their statement is false. From the first week they have not been cooperative in this process. We have multiple unanswered emails and have kept record of all phone calls that we made with no response from any of their employees. We involved our attorney as a last resort after many attempts to contact Ron or our sales person without any response.
Regards,
[redacted]