Interlink Supply

on this described piece of equipment the following repairs and follow up repairs were completed and inspected to meet manufactures specificationsthe initial work up on this piece of equipment was a leaking head gasket causing the said piece of equipment to run improperlythe steps outlined by the manufacturer were followed to make the necessary repairs to the equipment, the repairs were completed and inspectedin two weeks the customer did return with a complaint of water leaking, we inspected the piece of equipment and found that there was a bad fitting on the heating component on this piece of equipmentthis was repaired and inspectedthe customer came in again four weeks later for routine maintenancethe maintenance was completed as well as full equipment inspection as we do on every piece of equipmentat this time we found no other equipment issues, and the customer did not make any additional complaints on the equipmentafter a few weeks have gone by the customer called stating he took the equipment into another shop to look at it, and they said the head bolts were over torquedi called the other shop to gain info into the issue they foundi spoke with the technician who inspected the engine on the equipment, he expressed to me that he did see a leak and re-torqued the head boltsupon re-torquing the head bolts one of them pulled from the block of the engineas per the manufactures instructions you are not to re-torque head bolts, they must be loosened measured for stress then re-installed and torquedthe issue initially is the repair was under under our in house warranty period for the repairthe customer should have brought the equipment to us to determine the issue and take necessary steps to repair the issue under warrantyas for another company to inspect it and do work that does not follow the manufacturers guidelines how am I to accept responsibility for the repairi do not know that the other shop didn't over-torque the bolt causing it to shear or pull from the block, as this is highly possible when the bolts were already torqued to spectightening a bolt that is already at the recommended torque specification can and will in most cases shear or pull away from the blockdue to the age of the equipment and the hours of use it had, even if the equipment did come to us and we indeed find the head gasket leaking and determined that a head bolt was pulled from the engine block it doesn't mean you get a new engine for freein this situation the appropriate warranty coverage if he had brought this equipment to us would have been to refund the cost of repairs that were paid for and completed and then a new engine would have been installed and he would be billed for this repairit is a well known situation in any repair facility, sometimes a repair is made to a component and due to a components age there is the possibility that the component itself can failthis does not mean a repair was done incorrectly or not done to manufacturers specificationsto further explain the complexity of the component in question: this is an engine for a piece of equipment the bolt that is said to have pulled away from the block holds down one of the heads to the engineinside the combustion chamber there are high pressures placed against the head, approximately lbs per square inch of space just cranking the engine overwhen the engine is running this pressure is much greaterif there was an issue with a bolt at the time of the initial repairs this gasket would have leaked immediately once placed under these immense pressuresthe fact that this piece of equipment has been run for several weeks and was in for maintenance and inspection, it would be in my opinion and the opinion of any technician that the issue is a worn component and not a poor repairas for the customers demands we will not be refunding him the money he spent replacing this enginethe fact that he took the machine somewhere else while under our house warranty we will not be refunding him for the initial repairs made either

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

on this described piece of equipment the following repairs and follow up repairs were completed and inspected to meet manufactures specifications. the initial work up on this piece of equipment was a leaking head gasket causing the said piece of equipment to run improperly. the steps outlined by the...

manufacturer were followed to make the necessary repairs to the equipment, the repairs were completed and inspected. in two weeks the customer did return with a complaint of water leaking, we inspected the piece of equipment and found that there was a bad fitting on the heating component on this piece of equipment. this was repaired and inspected. the customer came in again four weeks later for routine maintenance. the maintenance was completed as well as full equipment inspection as we do on every piece of equipment. at this time we found no other equipment issues, and the customer did not make any additional complaints on the equipment. after a few weeks have gone by the customer called stating he took the equipment into another shop to look at it, and they said the head bolts were over torqued. I called the other shop to gain info into the issue they found. I spoke with the technician who inspected the engine on the equipment, he expressed to me that he did see a leak and re-torqued the head bolts. upon re-torquing the head bolts one of them pulled from the block of the engine. as per the manufactures instructions you are not to re-torque head bolts, they must be loosened measured for stress then re-installed and torqued. the issue initially is the repair was under under our in house warranty period for the repair. the customer should have brought the equipment to us to determine the issue and take necessary steps to repair the issue under warranty. as for another company to inspect it and do work that does not follow the manufacturers guidelines how am I to accept responsibility for the repair. I do not know that the other shop didn't over-torque the bolt causing it to shear or pull from the block, as this is highly possible when the bolts were already torqued to spec. tightening a bolt that is already at the recommended torque specification can and will in most cases shear or pull away from the block. due to the age of the equipment and the hours of use it had, even if the equipment did come to us and we indeed find the head gasket leaking and determined that a head bolt was pulled from the engine block it doesn't mean you get a new engine for free. in this situation the appropriate warranty coverage if he had brought this equipment to us would have been to refund the cost of repairs that were paid for and completed and then a new engine would have been installed and he would be billed for this repair. it is a well known situation in any repair facility, sometimes a repair is made to a component and due to a components age there is the possibility that the component itself can fail. this does not mean a repair was done incorrectly or not done to manufacturers specifications. to further explain the complexity of the component in question: this is an engine for a piece of equipment the bolt that is said to have pulled away from the block holds down one of the heads to the engine. inside the combustion chamber there are high pressures placed against the head, approximately 150 lbs per square inch of space just cranking the engine over. when the engine is running this pressure is much greater. if there was an issue with a bolt at the time of the initial repairs this gasket would have leaked immediately once placed under these immense pressures. the fact that this piece of equipment has been run for several weeks and was in for maintenance and inspection, it would be in my opinion and the opinion of any technician that the issue is a worn component and not a poor repair. as for the customers demands we will not be refunding him the money he spent replacing this engine. the fact that he took the machine somewhere else while under our house warranty we will not be refunding him for the initial repairs made either.

[redacted])
[redacted]) brought their machine, a [redacted] with approximately 5500 hours mounted in a [redacted] Passenger Van, in on April 16 stating that it had no water pressure ([redacted] said it had a leak) and that their wand was leaking. We...

evaluated the unit and determined there was a large leak in the heat exchanger, the demand pump was cracked and the valve on the wand was cracked. We contacted them and talked to them regarding it looking like they had frozen their machine. We told them that the heat exchanger was busted and needed to be replaced as well as the demand pump. We also noted the oils needed to be replaced and that the choke and throttle cable were broken. We suggested all of these items to them and they told us to only replace the heat exchanger, the demand pump and the wand valve. We did the work as they requested and replaced the heat exchanger, Invoice [redacted].
Upon completion of the work we attempted to test run the unit. When it would not start we noticed that the fuel in the van was low, below the necessary operating level to be picked up by the fuel tap. We put in $40.00 of fuel, approximately 10 gallons, and were able to test run the unit. The water ran through the unit as it should and it was able to hold pressure. We contacted [redacted] to inform them that the requested repairs had been completed. The machine was picked up on April 28. On May 2, [redacted] called and told us that the unit would not start. [redacted] attempted to troubleshoot the issue over the phone, but since she was not near the machine they were unsuccessful in resolving the issue. They decided that it would be best if [redacted]) would call in since he was near the machine which would give the over-the-phone troubleshooting a better chance of success. [redacted] noted to me that it was probably the choke, which was difficult to pull out to the proper point to start the machine. On May 6 we received another call from [redacted], around 4:40. She said that they were on their way and would be here in about 15 minutes. I asked her to hold on so that I could be sure that [redacted] was able to change his afternoon plans, if necessary ([redacted] had no prior commitments and was thus able to remain in the office to service their equipment). They arrived at approximately 4:55, at which time I completed the service ticket stating that the machine “won’t start”. After signing the ticket, [redacted] stated that he  believed the problem was with the battery.
Once we opened the side doors to the van I immediately noticed that the battery was not in a holder and that it was laying on its side against the machine. I turned the battery upright and attempted to wiggle the connections. They were tight. [redacted] attempted to start the machine. Since the choke on the unit was still broken, the knob would not stay on, [redacted] removed the vice grips from the throttle and used them to pull out the choke. We were able to get the machine started and it ran for approximately 10 seconds. Once the machine cut off and would not restart after a couple of attempts, [redacted] checked the recovery tank shut-off and determined that it was in good working order. It was then that we moved on to troubleshoot the fuel pick-up system.
It was at that point that [redacted] asked [redacted] to check the fuel in the van. [redacted] had stated that it had a full tank; we just wanted to be sure. [redacted] noted that the tank was
approximately ½ full. I asked [redacted] about the fuel situation, if the gauge was correct, he said it was correct and again said that it was full. I inquired further, stating that the gauge must be incorrect then, because the tank did not show as being full. He, a bit agitated, replied that he had just gotten $60.00 in the tank before leaving [redacted], approximately a 70 mile drive With [redacted] on the driver side of the van we attempted to turn the key to determine if the fuel pump was operating correctly; it did not sound as if it was. [redacted] removed the fuel filter to determine if there was a clog. There was not, fuel flowed freely. With the fuel pump
being the next likely cause, [redacted] set it up so that he could determine whether or not it was drawing fuel. After placing the down side of the fuel pump in a container, leaving the draw side set up, [redacted] determined that although the pump was getting power it was not drawing the fuel from the tap in the van
tank. We checked the price of the pump and approached [redacted] and [redacted].
I informed them that the fuel pump was not properly working and that a new one would be approximately $100.00. It was at this point that [redacted] immediately began to get irate. He began by stating that he’d just had his machine here for a thousand dollars worth of repair and that we gave it back to him without fixing it, going on to say that he had told us to fix whatever needed to be fixed. I told him that we did fix his machine for what he had it here for, and that he did decline additional service that we recommended. I also began to tell him that this was an electrical component and that it was not uncommon for things like that to just all of a sudden stop working. He again began to state that we did not fix his machine, repeating his earlier statements. I tried again explaining to him that the issue  he had us fix initially (the heat exchanger, etc) was not related to what was causing his issue today and that we have no way of knowing when a component such as this would fail. This [redacted] dialog went on for a few minutes. At one point, in response to what [redacted] was saying I began to speak, to which he replied, “Are you going to let me finish?”. I stated that I would and then asked that he pay me the [redacted] courtesy. After another few minutes, and realizing that we weren’t getting anywhere, I stated to him that where we were today was that the fuel pump needed to be replaced and it was up to him if he wanted to get it done. It was around this point that [redacted] went on to threaten that he was going to sue  me and call the Revdex.com.
Realizing that it was not in anyone’s best interest to continue this conversation I told [redacted] to pull the van out of our shop and told [redacted] that the fuel pump needed to be replaced and that we were not going to be able to do it. After a few more moments of back and forth between [redacted] and I, I apologized to him for our relationship having gotten to this point; to which he replied, still irate, that he was an honest worker and that we weren’t taking anymore of his money, and
that it was our intent all along to get money from him, also making some comment about us being dishonest. [redacted] began to interject, reaffirming how electrical components at some point go bad. I told [redacted] to stay out of it (it is my practice to keep [redacted] and [redacted] from having to deal with unreasonable customers, which is what I was doing here).
I told him that [redacted] was pulling his van around and that he was free to wait outside. While going out the door he began speaking to [redacted] (in Spanish, I believe).
I turned to [redacted] and apologized again to her for our relationship having gotten to this point. I tried to explain to her what [redacted] was unwilling to hear. I went on to explain to her that components such as this just do go bad without any warning and there is no way of knowing when it will happen. She asked me what needed to be done. I told her that the fuel pump would need to be replaced. She asked what we could do to get that done today, to which I replied we were unwilling to work on it, in light of the events that had just transpired. I told her again that I was sorry, as they walked out the door.
On May 7th [redacted] spoke with our National Service Manager (NSM), as a follow-up to his [redacted] Review he had placed on our website, which I have copied from the [redacted] and placed below. According to the information I received from the NSM, [redacted] was able to come to the realization that, (1) the heat exchanger and the fuel system were unrelated issues and that, (2) we had not caused the fuel pump to fail. They ended the conversation with our NSM relaying my apologies, again, to him and with [redacted] stating that he would be bringing in his van the following week to complete the necessary repairs.
[redacted] Review (as of 7/21/2014, 8:40am)
Be careful this people are very dishonest and instead fixing or servicing your truck mounts they always trying to sale you there used machine. We pay about $1450.00 our Machine didn't work even one minute and when we told them they told us we have to pay them more money to fix our machine, before fixing our Machine this guy [redacted] told my wife he will guarantee but when machine didn't work he said we do not guarantee anything. He was very rude to me and my wife and he said he will not fix our and he will not give us any refund or anything. They just tuck our money without fixing our Machine. We at least have video recording and we are hiring lawyer to get our money back. There mechanic [redacted] do not know how to fix Truck mount Carpet cleaning Machine sitting and making easy money. [redacted] told us now we have to change gas pump and that will cost us about $200.00 more so I ask local carpet cleaner to see if my gas pump was broken and he told me my gas pump was in perfect. I am sorry but they are cheater. Only way to get my money back I have to sue them now.
On either May 9th or May 12th I called [redacted] to see when they would be bringing in their machine. I left a message. Either [redacted] or [redacted] called back and spoke with the NSM and told him that they had taken their machine to a local mechanic, who had determined that there was nothing wrong with the fuel system, and that there van/equipment was working perfectly, this is in accordance with what they had stated on the [redacted] Review. This was the last contact any of us had with them until I received the letter from Revdex.com dated July 17th, nearly 11 weeks later.
In response to [redacted]’s complaint filed with the Revdex.com: I believe most of his issues are addressed in the above statement; however there are a couple of items I would like to address specifically.
If there had been an issue with the Heat Exchanger or any component that we did work on at this time of service, we would have gladly warranted any repair that
was due to the labor and would have worked with the vendor for the replaced components to get those items warranted through them. However, the fuel system is unrelated and was not something that we specifically worked on. When we service a piece of equipment we do a Multi-Point Inspection in order to identify any possible issues that may be arising. The fuel system, due to it being an electrical component, is difficult to diagnose any problems with, aside from it just going bad. I have told[redacted] (like I have told all of our customers) that we want their machines to work. As a supplier of chemicals we want our customer’s equipment working so that they are coming in and buying chemical from us-there is no benefit for our customer or us if their equipment is not fixed properly and in the best possible running condition.
With regards to [redacted] wanting to bring his machine in to be serviced:
Based upon his unwillingness to return phone calls and speak with me and the manner in which he has gone about talking about us rather than talking to us, I
believe that it is not in either of our best interests to continue any relationship. If, however, he is willing to have a conversation with me, then I am willing to let this issue go and work together to mend our relationship and resolve the issues he has with his equipment.

on this described piece of equipment the following repairs and follow up repairs were completed and inspected to meet manufactures specifications. the initial work up on this piece of equipment was a leaking head gasket causing the said piece of equipment to run improperly. the steps outlined by the...

manufacturer were followed to make the necessary repairs to the equipment, the repairs were completed and inspected. in two weeks the customer did return with a complaint of water leaking, we inspected the piece of equipment and found that there was a bad fitting on the heating component on this piece of equipment. this was repaired and inspected. the customer came in again four weeks later for routine maintenance. the maintenance was completed as well as full equipment inspection as we do on every piece of equipment. at this time we found no other equipment issues, and the customer did not make any additional complaints on the equipment. after a few weeks have gone by the customer called stating he took the equipment into another shop to look at it, and they said the head bolts were over torqued. I called the other shop to gain info into the issue they found. I spoke with the technician who inspected the engine on the equipment, he expressed to me that he did see a leak and re-torqued the head bolts. upon re-torquing the head bolts one of them pulled from the block of the engine. as per the manufactures instructions you are not to re-torque head bolts, they must be loosened measured for stress then re-installed and torqued. the issue initially is the repair was under under our in house warranty period for the repair. the customer should have brought the equipment to us to determine the issue and take necessary steps to repair the issue under warranty. as for another company to inspect it and do work that does not follow the manufacturers guidelines how am I to accept responsibility for the repair. I do not know that the other shop didn't over-torque the bolt causing it to shear or pull from the block, as this is highly possible when the bolts were already torqued to spec. tightening a bolt that is already at the recommended torque specification can and will in most cases shear or pull away from the block. due to the age of the equipment and the hours of use it had, even if the equipment did come to us and we indeed find the head gasket leaking and determined that a head bolt was pulled from the engine block it doesn't mean you get a new engine for free. in this situation the appropriate warranty coverage if he had brought this equipment to us would have been to refund the cost of repairs that were paid for and completed and then a new engine would have been installed and he would be billed for this repair. it is a well known situation in any repair facility, sometimes a repair is made to a component and due to a components age there is the possibility that the component itself can fail. this does not mean a repair was done incorrectly or not done to manufacturers specifications. to further explain the complexity of the component in question: this is an engine for a piece of equipment the bolt that is said to have pulled away from the block holds down one of the heads to the engine. inside the combustion chamber there are high pressures placed against the head, approximately 150 lbs per square inch of space just cranking the engine over. when the engine is running this pressure is much greater. if there was an issue with a bolt at the time of the initial repairs this gasket would have leaked immediately once placed under these immense pressures. the fact that this piece of equipment has been run for several weeks and was in for maintenance and inspection, it would be in my opinion and the opinion of any technician that the issue is a worn component and not a poor repair. as for the customers demands we will not be refunding him the money he spent replacing this engine. the fact that he took the machine somewhere else while under our house warranty we will not be refunding him for the initial repairs made either.

Review: We sent our Carpet cleaning machine with minor issue but Interlink Supply Manager [redacted] told us we have to change heat exchanger so we told him to do it because we need our machine working so we can clean carpet and make money, Interlink supply told us it is going to cost us about $1500.00 and we payed that money.After they return our Van with Machine we tried to start our machine but our machine didn't start when we showed our machine to the mechanic he told me our we need to buy other part and that will cost us more3 money, when we told them we already pay about 1500.00 he told us that's not his problem. after paying $1500.00 our Machine didn't work even one minute.They told us they are not going to fix it because they do not have any warranty of there job.We need our money back or our machine fixed without paying extra money. Interlink Supply employee [redacted] was very rude with me and my wife he even told us we have to leave the shop and do not come back and he will not fix our machine, sins then our machine is not working and we are loosing money we think Revdex.com will help us or we have to go to court.Thank you.Desired Settlement: We just need our machine fixed and working, we do not need refund because they did worked on our machine but didn't fixed very well.We need out MAchine fixed and working ASAP.Thank you.

Business

Response:

[redacted])

[redacted]) brought their machine, a [redacted] with approximately 5500 hours mounted in a [redacted] Passenger Van, in on April 16 stating that it had no water pressure ([redacted] said it had a leak) and that their wand was leaking. We evaluated the unit and determined there was a large leak in the heat exchanger, the demand pump was cracked and the valve on the wand was cracked. We contacted them and talked to them regarding it looking like they had frozen their machine. We told them that the heat exchanger was busted and needed to be replaced as well as the demand pump. We also noted the oils needed to be replaced and that the choke and throttle cable were broken. We suggested all of these items to them and they told us to only replace the heat exchanger, the demand pump and the wand valve. We did the work as they requested and replaced the heat exchanger, Invoice [redacted].

Upon completion of the work we attempted to test run the unit. When it would not start we noticed that the fuel in the van was low, below the necessary operating level to be picked up by the fuel tap. We put in $40.00 of fuel, approximately 10 gallons, and were able to test run the unit. The water ran through the unit as it should and it was able to hold pressure. We contacted [redacted] to inform them that the requested repairs had been completed. The machine was picked up on April 28. On May 2, [redacted] called and told us that the unit would not start. [redacted] attempted to troubleshoot the issue over the phone, but since she was not near the machine they were unsuccessful in resolving the issue. They decided that it would be best if [redacted]) would call in since he was near the machine which would give the over-the-phone troubleshooting a better chance of success. [redacted] noted to me that it was probably the choke, which was difficult to pull out to the proper point to start the machine. On May 6 we received another call from [redacted], around 4:40. She said that they were on their way and would be here in about 15 minutes. I asked her to hold on so that I could be sure that [redacted] was able to change his afternoon plans, if necessary ([redacted] had no prior commitments and was thus able to remain in the office to service their equipment). They arrived at approximately 4:55, at which time I completed the service ticket stating that the machine “won’t start”. After signing the ticket, [redacted] stated that he believed the problem was with the battery.

Once we opened the side doors to the van I immediately noticed that the battery was not in a holder and that it was laying on its side against the machine. I turned the battery upright and attempted to wiggle the connections. They were tight. [redacted] attempted to start the machine. Since the choke on the unit was still broken, the knob would not stay on, [redacted] removed the vice grips from the throttle and used them to pull out the choke. We were able to get the machine started and it ran for approximately 10 seconds. Once the machine cut off and would not restart after a couple of attempts, [redacted] checked the recovery tank shut-off and determined that it was in good working order. It was then that we moved on to troubleshoot the fuel pick-up system.

It was at that point that [redacted] asked [redacted] to check the fuel in the van. [redacted] had stated that it had a full tank; we just wanted to be sure. [redacted] noted that the tank was

approximately ½ full. I asked [redacted] about the fuel situation, if the gauge was correct, he said it was correct and again said that it was full. I inquired further, stating that the gauge must be incorrect then, because the tank did not show as being full. He, a bit agitated, replied that he had just gotten $60.00 in the tank before leaving [redacted], approximately a 70 mile drive With [redacted] on the driver side of the van we attempted to turn the key to determine if the fuel pump was operating correctly; it did not sound as if it was. [redacted] removed the fuel filter to determine if there was a clog. There was not, fuel flowed freely. With the fuel pump

being the next likely cause, [redacted] set it up so that he could determine whether or not it was drawing fuel. After placing the down side of the fuel pump in a container, leaving the draw side set up, [redacted] determined that although the pump was getting power it was not drawing the fuel from the tap in the van

tank. We checked the price of the pump and approached [redacted] and [redacted].

I informed them that the fuel pump was not properly working and that a new one would be approximately $100.00. It was at this point that [redacted] immediately began to get irate. He began by stating that he’d just had his machine here for a thousand dollars worth of repair and that we gave it back to him without fixing it, going on to say that he had told us to fix whatever needed to be fixed. I told him that we did fix his machine for what he had it here for, and that he did decline additional service that we recommended. I also began to tell him that this was an electrical component and that it was not uncommon for things like that to just all of a sudden stop working. He again began to state that we did not fix his machine, repeating his earlier statements. I tried again explaining to him that the issue he had us fix initially (the heat exchanger, etc) was not related to what was causing his issue today and that we have no way of knowing when a component such as this would fail. This [redacted] dialog went on for a few minutes. At one point, in response to what [redacted] was saying I began to speak, to which he replied, “Are you going to let me finish?”. I stated that I would and then asked that he pay me the [redacted] courtesy. After another few minutes, and realizing that we weren’t getting anywhere, I stated to him that where we were today was that the fuel pump needed to be replaced and it was up to him if he wanted to get it done. It was around this point that [redacted] went on to threaten that he was going to sue me and call the Revdex.com.

Realizing that it was not in anyone’s best interest to continue this conversation I told [redacted] to pull the van out of our shop and told [redacted] that the fuel pump needed to be replaced and that we were not going to be able to do it. After a few more moments of back and forth between [redacted] and I, I apologized to him for our relationship having gotten to this point; to which he replied, still irate, that he was an honest worker and that we weren’t taking anymore of his money, and

that it was our intent all along to get money from him, also making some comment about us being dishonest. [redacted] began to interject, reaffirming how electrical components at some point go bad. I told [redacted] to stay out of it (it is my practice to keep [redacted] and [redacted] from having to deal with unreasonable customers, which is what I was doing here).

I told him that [redacted] was pulling his van around and that he was free to wait outside. While going out the door he began speaking to [redacted] (in Spanish, I believe).

I turned to [redacted] and apologized again to her for our relationship having gotten to this point. I tried to explain to her what [redacted] was unwilling to hear. I went on to explain to her that components such as this just do go bad without any warning and there is no way of knowing when it will happen. She asked me what needed to be done. I told her that the fuel pump would need to be replaced. She asked what we could do to get that done today, to which I replied we were unwilling to work on it, in light of the events that had just transpired. I told her again that I was sorry, as they walked out the door.

On May 7th [redacted] spoke with our National Service Manager (NSM), as a follow-up to his [redacted] Review he had placed on our website, which I have copied from the [redacted] and placed below. According to the information I received from the NSM, [redacted] was able to come to the realization that, (1) the heat exchanger and the fuel system were unrelated issues and that, (2) we had not caused the fuel pump to fail. They ended the conversation with our NSM relaying my apologies, again, to him and with [redacted] stating that he would be bringing in his van the following week to complete the necessary repairs.

[redacted] Review (as of 7/21/2014, 8:40am)

Be careful this people are very dishonest and instead fixing or servicing your truck mounts they always trying to sale you there used machine. We pay about $1450.00 our Machine didn't work even one minute and when we told them they told us we have to pay them more money to fix our machine, before fixing our Machine this guy [redacted] told my wife he will guarantee but when machine didn't work he said we do not guarantee anything. He was very rude to me and my wife and he said he will not fix our and he will not give us any refund or anything. They just tuck our money without fixing our Machine. We at least have video recording and we are hiring lawyer to get our money back. There mechanic [redacted] do not know how to fix Truck mount Carpet cleaning Machine sitting and making easy money. [redacted] told us now we have to change gas pump and that will cost us about $200.00 more so I ask local carpet cleaner to see if my gas pump was broken and he told me my gas pump was in perfect. I am sorry but they are cheater. Only way to get my money back I have to sue them now.

On either May 9th or May 12th I called [redacted] to see when they would be bringing in their machine. I left a message. Either [redacted] or [redacted] called back and spoke with the NSM and told him that they had taken their machine to a local mechanic, who had determined that there was nothing wrong with the fuel system, and that there van/equipment was working perfectly, this is in accordance with what they had stated on the [redacted] Review. This was the last contact any of us had with them until I received the letter from Revdex.com dated July 17th, nearly 11 weeks later.

In response to [redacted]’s complaint filed with the Revdex.com: I believe most of his issues are addressed in the above statement; however there are a couple of items I would like to address specifically.

If there had been an issue with the Heat Exchanger or any component that we did work on at this time of service, we would have gladly warranted any repair that

was due to the labor and would have worked with the vendor for the replaced components to get those items warranted through them. However, the fuel system is unrelated and was not something that we specifically worked on. When we service a piece of equipment we do a Multi-Point Inspection in order to identify any possible issues that may be arising. The fuel system, due to it being an electrical component, is difficult to diagnose any problems with, aside from it just going bad. I have told[redacted] (like I have told all of our customers) that we want their machines to work. As a supplier of chemicals we want our customer’s equipment working so that they are coming in and buying chemical from us-there is no benefit for our customer or us if their equipment is not fixed properly and in the best possible running condition.

With regards to [redacted] wanting to bring his machine in to be serviced:

Based upon his unwillingness to return phone calls and speak with me and the manner in which he has gone about talking about us rather than talking to us, I

believe that it is not in either of our best interests to continue any relationship. If, however, he is willing to have a conversation with me, then I am willing to let this issue go and work together to mend our relationship and resolve the issues he has with his equipment.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID[redacted], 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. If the company does not perform as promised I can get back to you at: [redacted]

Regards,