Mothers Milk Cooperative

In an effort to clarify what we perceive to be the customers complaint, as well as the customers description of events that occurred; I have listed below each item individually, and addressed each item individually, closely aligned with how the customer has described their concerns in the complaint We hope this clearly explain the events that transpired over the course of this sales order, and work flowThe customer (Mr [redacted] ) claims that we have engaged in deceptive sales practices to obtain financingAdditionally, the customer indicates that there was a conference call with decision makers, and that I ( [redacted] ***) told them their payments to the finance company will not begin for days, and that this was also advertised on our websiteThis is not actually what occurred on this transactionFirst off, I do not recall having a conference call with other people to go over the payments on a $orderThat is very out of the ordinary, given that I do not not normally engage with customers at all, on a transaction level basis, and for that matter, I rarely speak to the customers at allNot because I will am unwilling, rather that it is just not part of my daily responsibilities as owner, and chief executive However, for this particular customer, I did help out for whatever reason, and I did speak with this customer, and assisted them with completing the financing for their order, I only had very brief conversation with them, and I do not recall the conversationThe customer mentioned that we talked about a day deferred billing, and It is possible that we talked about a day deferred billing, or if they saw an advertisement for day deferred billingI did not speak with the customer about a day deferred billing on their contract; what may have been said, is that "payments start typically 45-days after equipment order" the actually billing start date is variable for everyone, depending on what they request for billing terms, and when the equipment is deliveredIt is our standard process to offer everyone days deferred billing, which is what was offered here, and it is also what is indicated on the contract The customer may have saw an advertisement or promotion for the day option on our website, or other communication medium, but that does not mean they automatically get it; they still have to request it, or have it offered to them, and it would be indicated as such on the contractWe have not motive to do one option more than the other, days, days, it is the same to us, we get paid the same by the finance company, so we have not motivation to not offer them days, but that just was not the case on this contractI have provided attached copies of standard signed documentation, which clearly state what the agreed upon payment and terms are scheduled forThese finance contract was sent a couple of times to the customer, and in fact had to sign the document a couple times due to errorsThis particular contract required signatures from people ( [redacted] and his co-business guarantor)The contract is very clear, and written "plain English" terms, and specifically mentioned commencement date and billingAdditionally, I have provided a signed copy of the "Order Acknowledgment" or "Acceptance" form, which very clearly state what the terms are, and again it requires that people sign contractMoreover, the acknowledgment form also requires that the customer specifically initial a term that specifies the number of months the contract duration is scheduled for, and it also specifically states the monthly payment, and that "no written or verbal alteration of the document is valid"I bring this up because if we did tell the customer something that was not true, and tried to deceive them, no where on any of the signed documents does it indicate anything other then what we normally offer, which is no billing or daysAgain, these documents were reviewed by two adults, who are resolved capable of making decisions on behalf of their business, and not once was there any dispute, or question, or request to clarify the finance termsFurthermore, once we received the revised and corrected documents, we received an email from the customer that stated " We decided to just move forward with the way everything was already set upPlease move forward with the Order Acknowledgment and Authorization to ShipPlease let me know if there is anything else you need from usAlso, is possible, please expedite." - See attached PDF The customer did have to make several attempts to get a hold of me to discuss this matter, and for that I do apologizeHowever, as I indicated, I do not normally engage with our customers on a daily basis regarding sales, and I am often in meetings, or traveling, etcSo it is often times difficult to reach me via phoneIt is much efficient if an email is sent, and a request to schedule a call is made, and we are able to schedule a call on the calendar, so we can be sure to connectOnce Mr [redacted] did get a hold of me, I began to try and explain the situation, and discuss options with him, but rather than hear me out, he immediately starting yelling at me, with profanity at which point I hung up the phone, and I did not hear backI also contacted the our finance company, and asked them specifically about this transaction, and contrary to what is being claimed, Time Payment did not tell Mr [redacted] that Sunco Automotive Equipment LLC set up the financing arrangement incorrectlyThey also did not tell Mr [redacted] that Sunco could simply contact the finance company (Time Payment) and change the deferment structureWith all that said, we are still willing to assist Mr [redacted] , but he must submit request to us in writingOnce received, we look and see if we can get a payment deferment for him now, and we would also be willing to provide compensation for him any fees that he has incurred, that have not been reversedAgain, the request would need to be submitted in writing, along with validationWhich brings me to the 2nd part of the complaint.Mr [redacted] claims to have received the wrong item(s), or that one of the items on his order was incorrectIt is part of our process, and the process is automated, as part of our sales order work flow, system generated emails are sent to the customer to verify information, or notify of status updates, etc- One of those notices specifically is regarding the verification, and confirmation that equipment order is accurate and correct; this is required prior to shippingI have attached a copy of the equipment list that was emailed to Mr [redacted] , signed and return by Mr [redacted] on more then one occasionI have also provided a copy of the equipment order to show that it matchesSee attachedOnce a customer signs off on the equipment list and order acknowledgment, we assume everything is accurate, and if nothing is reported, we move forward,with processing the order for shipping As part of these email notifications and updates, stated specifically on the sales order notification emails , listed are the terms, and post sale service related information (see attached example of Automated Email with Instructions and Sales Order Terms) , which were emailed, and received by Mr [redacted] on multiple occasions for situations exactly like this is the following - Adherence to the following steps/procedure is required: You must submit a Product Support / Returns / Warranty support Form (located on our website, and your sales order - [redacted] The customer service and support is also on our website, in plain view on all page viewsIn this specific case, the equipment listed on the finance document, and the equipment listed on the sales order and invoice matches exactlyIf the customer signs off on it, then we assume everything is good to go, and if once the equipment is delivered, and it is determined that equipment item is missing, damaged, or wrong, or otherwise not acceptable by the customer, it is the customer responsibility to notify us in writing within days so we can investigate the situation and try to rectify, and arrive at mutually agreeable resolutionUnfortunately, we have not ever received a written notice from the customer indicating items are damaged, or missing, or wrongIf the customer spoke to one of employees about it, I am unaware, and there are not any notes in our system eitherWhich is why we require the service/support claim form be submitted, so we can document, and record the incident, and make sure that it is resolvedWith that said, we are absolutely happy to fix, or replace any faulty, damaged, incorrect, products Mr [redacted] has received, but it is mandatory that we receive the request in writing, and that proper protocol is followedOnce Mr [redacted] submits the product support claim form, the issue will be addressed immediatelyPlease let me know if there is anything else required of our organization, or if there are any questions, etc _ _ [redacted] E***Sunco Automotive Equipment, LLC [redacted] *** [redacted] [redacted] [redacted] [redacted] ***

If the business takes care of this matter I will be very happythanks I will await the rebate and see if he pays it like we agreed on thanks Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11863544, and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***

This customer is referring to a rebate, and the order was just completed, less then days agoWe process hundreds of orders at any given time, and have thousands of customers, we process all requests in the order they are receivedSometimes quicker and sometimes slower, depending on volume of orders at any given time The customer is order 100008139, and will receive a rebate in the amount of $1,This order was just completed Nov28th, and the rebate has not been processed yet We are in the process of completing the rebates from November this week (12/14/16) and customer will receive confirmation via emailWe will also update Revdex.com once the rebate has been processed completelyWe do not consider this to be a situation that would warrant filing a Revdex.com complaintThe customer is not out any money, he has not paid us any money at allThe order is being financed over period of months, and as a result, the customer has incurred any charges, and they are not out any money, and there has been no damages as a resultRegardless, the rebate will be processed, and confirmation will be sent via email, and rebates are paid via Wells Fargo Sure Pay, with notice sent via email to [redacted] @yahoo.comWe consider this matter to be closed, once rebate is confirmed

To Whom it Concerns:We sincerely apologize for the delay in shippingThere was a recent development between AutoEquipmentDepot and a vendor that left many orders unfulfilledThat sudden development has spawned a series of events that are leaving us and our customers very frustratedThis complaint
is one of those such ordersTo remedy the situation, we began substituting equipment to our other vendorsAs you can imagine, this put added pressure on our supply chain. Since before the complaint was issued, we modified the customer's order to upgraded equipment (at no additional cost) and recently have confirmation that the equipment was received by the customerTracking was immediately emailed to the customer once that information was provided to usTo date we have not received any further communication from the customer and are considering the order fulfilled.We apologize again for this situation and the long delaysThe relationship between our customers, vendors, and employees are very important to usPlease rest assure that we are working to satisfy all orders.Thank you,

WE are actively working with this customer, trying to seek a resolution to his problemActually, the problem for this customer is with manufacturer of the equipment he ordered, and their refusal to honor the warrantyIt is completely out of our control, we are not able to force the manufacturer to
accept the claim, or provide serviceWe have terminated the relationship with the manufacturer, and are pursuing the matter with our attorneys, filing a suit against this manufacturerWe have indicated to the customer that we will resolve his issue, and we have guaranteed him as wellWe understand it is taking a long time, but it is a difficult, complex issue with many claims against the manufacturerTo reiterate, we have already communicated to Mr***, that we will get his equipment problem resolved, and we have told him will take time, it could take months, months, or a year, but it will not go unresolvedAgain, we delivered the equipment to him, we fulfilled our obligation under the sales order, and the issue Mr***e is reporting is strictly involving a manufacturer warranty situation, in which the manufacturer refuses to honor its warrantyWe of course want to help Mr***, but ultimately, his claim should be filed against the manufacturer, and we would provide written testimony, and documentation in support of his claim against the manufacturer We still stand behind our initial communication, that we will not let this go unresolved, but it is a slow moving resolution, that we have limited influence on Please feel free to contact me at *** or via email at ***

I assume this was again submitted before the customer contacted us regarding the resolutionThis has already been resolved, the customer was not required to pay anything, there was not any applicable charges or billing assigned to Mr*** ***; he dealth our sales manager *** *** to resolve the issue, and from what I was told, the issue has been resolvedI assume this latest response was submitted by Mr*** again prior to speaking with us It sounds like initially there was some mis-communication regarding the costs for replacement parts, but I did confirm that there is no charge for Mr***, and that replacement parts are being sent to him; I confirmed this with my sales manager, and he confirmed that Mr*** was aware of this and satisfiedPlease let me know if this is not the caseI am happy to help in any way I can to ensure a satisfactory resolution for Mr***. Thanks,*** ** *** Managing Partner, General ManagerSunco Automotive Equipment, LLC

We have made several attempts to auto equipment depot and to no prevail. No call back to us. Have left messages for Allen wise, and taneaya. To let them know that the hoist was damaged when we received it. I have several pictures to back it up. I leave messages every other day. And NO CALL back from any one. I spoke with Allen when it was still not in transit and he said that they wanted it to get here and then WE would then work on some type of credits. Nothing from him what so ever. The hoist is not put together due to it being scratched up. Thank you [redacted]

If the business takes care of this matter I will be very happy.. thanks I will await the rebate and see if he pays it like we agreed on thanks..
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11863544, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

To Whom it May Concern,I personally have reached out to the customer asking them to complete our Product Support Form and submit the pictures of the shipping damage. They agreed to complete the form that day. Currently, we have not received such documentation. Without that documentation and the ability to assess the severity of the shipping damage, I am unable to proceed towards a resolution thru either the freight company or the vendor. Our freight companies and vendors have policies towards shipping damage that we need to follow. So matters involving shipping damage are time sensitive (much like this complaint); failure to acknowledge, document, and submit any claims will go unresolved.  If the customer needs assistance in completing the the form, they can call me at ###-###-#### EXt [redacted] or email me at [redacted]@AutoEquipmentDepot.com. Thank you,Kris P[redacted]

I really need to know what is going on with my equipment. I have ben waiting long enough. What is it going to take to get this problem resolved. I'm making payments on equipment that I can't use. I am tired of the runaround I really need to get this fixed. I asked you to send my new equipment and you were going to talk to time payment. I have spoken to them an they haven't heard from you. So please call me with a resolution to this problem.

In an effort to clarify what we perceive to be the customers complaint, as well as the customers description of events that occurred; I have listed below each item individually, and addressed each item individually, closely aligned with how the customer has described their concerns in the complaint....

We hope this clearly explain the events that transpired over the course of this sales order, and work flow. 1. The customer (Mr. [redacted]) claims that we have engaged in deceptive sales practices to obtain financing. Additionally, the customer indicates that there was a conference call with 3 decision makers, and that I ([redacted]) told them their payments to the finance company will not begin for 90 days, and that this was also advertised on our website. This is not actually what occurred on this transaction. First off, I do not recall having a conference call with 3 other people to go over the payments on a $8500 order. That is very out of the ordinary, given that I do not not normally engage with customers at all, on a transaction level basis, and for that matter, I rarely speak to the customers at all. Not because I will am unwilling, rather that it is just not part of my daily responsibilities as owner, and chief executive.  However, for this particular customer, I did help out for whatever reason, and I did speak with this customer, and assisted them with completing the financing for their order, I only had 1 very brief conversation with them, and I do not recall the conversation. The customer mentioned that we talked about a 90 day deferred billing, and It is possible that we talked about a 90 day deferred billing, or if they saw an advertisement for 90 day deferred billing. I did not speak with the customer about a 90 day deferred billing on their contract; what may have been said, is that "payments start typically 45-90 days after equipment order" the actually billing start date is variable for everyone, depending on what they request for billing terms, and when the equipment is delivered. It is our standard process to offer everyone 30 days deferred billing, which is what was offered here, and it is also what is indicated on the contract.  The customer may have saw an advertisement or promotion for the 90 day option on our website, or other communication medium, but that does not mean they automatically get it; they still have to request it, or have it offered to them, and it would be indicated as such on the contract. We have not motive to do one option more than the other, 30 days, 90 days, it is the same to us, we get paid the same by the finance company, so we have not motivation to not offer them 90 days, but that just was not the case on this contract. I have provided attached copies of standard signed documentation, which clearly state what the agreed upon payment and terms are scheduled for. These finance contract was sent a couple of times to the customer, and in fact had to sign the document a couple times due to errors. This particular contract required signatures from 2 people ([redacted] and his co-business guarantor). The contract is very clear, and written "plain English" terms, and specifically mentioned commencement date and billing. Additionally, I have provided a signed copy of the "Order Acknowledgment" or "Acceptance" form, which very clearly state what the terms are, and again it requires that 2 people sign contract. Moreover, the acknowledgment form also requires that the customer specifically initial a term that specifies the number of months the contract duration is scheduled for, and it also specifically states the monthly payment, and that "no written or verbal alteration of the document is valid". I bring this up because if we did tell the customer something that was not true, and tried to deceive them, no where on any of the signed documents does it indicate anything other then what we normally offer, which is no billing or 30 days. Again, these documents were reviewed by two adults, who are resolved capable of making decisions on behalf of their business, and not once was there any dispute, or question, or request to clarify the finance terms. Furthermore, once we received the revised and corrected documents, we received an email from the customer that stated " We decided to just move forward with the way everything was already set up. Please move forward with the Order Acknowledgment and Authorization to Ship. Please let me know if there is anything else you need from us. Also, is possible, please expedite." - See attached PDF The customer did have to make several attempts to get a hold of me to discuss this matter, and for that I do apologize. However, as I indicated, I do not normally engage with our customers on a daily basis regarding sales, and I am often in meetings, or traveling, etc. So it is often times difficult to reach me via phone. It is much efficient if an email is sent, and a request to schedule a call is made, and we are able to schedule a call on the calendar, so we can be sure to connect. Once Mr. [redacted] did get a hold of me, I began to try and explain the situation, and discuss options with him, but rather than hear me out, he immediately starting yelling at me, with profanity at which point I hung up the phone, and I did not hear back. I also contacted the our finance company, and asked them specifically about this transaction, and contrary to what is being claimed, Time Payment did not tell Mr. [redacted] that Sunco Automotive Equipment LLC set up the financing arrangement incorrectly. They also did not tell Mr. [redacted] that Sunco could simply contact the finance company  (Time Payment) and change the deferment structure. With all that said, we are still willing to assist Mr. [redacted], but he must submit request to us in writing. Once received, we look and see if we can get a payment deferment for him now, and we would also be willing to provide compensation for him any fees that he has incurred, that have not been reversed. Again, the request would need to be submitted in writing, along with validation. Which brings me to the 2nd part of the complaint.Mr. [redacted] claims to have received the wrong item(s), or that one of the items on his order was incorrect. It is part of our process, and the process is automated, as part of our sales order work flow, system generated emails are sent to the customer to verify information, or notify of status updates, etc. - One of those notices specifically is regarding the verification, and confirmation that equipment order is accurate and correct; this is required prior to shipping. I have attached a copy of the equipment list that was emailed to Mr. [redacted], signed and return by Mr. [redacted] on more then one occasion. I have also provided a copy of the equipment order to show that it matches. See attached. Once a customer signs off on the equipment list and order acknowledgment, we assume everything is accurate, and if nothing is reported, we move forward,with processing the order for shipping As part of these email notifications and updates, stated specifically on the sales order notification emails , listed are the terms, and post sale service related information (see attached example of Automated Email with Instructions and Sales Order Terms) , which were emailed, and received by Mr. [redacted] on multiple occasions for situations exactly like this is the following - Adherence to the following steps/procedure is required: 1. You must submit a Product Support / Returns / Warranty support Form (located on our website, and your sales order -[redacted]The customer service and support is also on our website, in plain view on all page views. In this specific case, the equipment listed on the finance document, and the equipment listed on the sales order and invoice matches exactly. If the customer signs off on it, then we assume everything is good to go, and if once the equipment is delivered, and it is determined that equipment item is missing, damaged, or wrong, or otherwise not acceptable by the customer, it is the customer responsibility to notify us in writing within 30 days so we can investigate the situation and try to rectify, and arrive at mutually agreeable resolution. Unfortunately, we have not ever received a written notice from the customer indicating items are damaged, or missing, or wrong. If the customer spoke to one of employees about it, I am unaware, and there are not any notes in our system either. Which is why we require the service/support claim form be submitted, so we can document, and record the incident, and make sure that it is resolved. With that said, we are absolutely happy to fix, or replace any faulty, damaged, incorrect, products Mr. [redacted] has received, but it is mandatory that we receive the request in writing, and that proper protocol is followed. Once Mr. [redacted] submits the product support claim form, the issue will be addressed immediately. Please let me know if there is anything else required of our organization, or if there are any questions, etc   _ _[redacted] E. [redacted]Sunco Automotive Equipment, LLC[redacted]   [redacted] [redacted] 
[redacted]  [redacted] 
[redacted]  [redacted]

This customer has a valid complaint; unfortunately, at the time of this sale, the manufacturer who supplies the particular product in question, provides its distributors with digital assets for advertising purposes; we used what the manufacturer gave us, and the customer was correct, in that the...

image advertising the product contains items that are not included with the particular SKU, but anyone would expect for the item in question to be included with the SKU. The customer contacted us through the appropriate channel, and claim was filed. It was determined that either The parts that he was missing, are sent to him, at no charge or rebate or credit of equal value would be sent to him so he could purchase, or we would purchase the part and deliver to him, free of charge.  If one of our sales people attempted to charge him, it was mistake, they were not aware of the previous transaction, or did not remember. Ultimately, no additional charges were applied, and it was determined a mistake was made, and the items the customer needed were ordered, and shipped without any charges, or the customer would be given refund in the amount needed to buy the part he needed.  I am not sure why a complaint need to be filed with Revdex.com. We acknowledged the mistake, notified the manufacturer of the error in advertising (which has since been corrected) and the product is no longer advertised this way. The customer received their desired resolution, the item the customer was expecting was sent to him, free of charge. Please let us know what else is needed on this matter, but we considered this case closed, and a simple, valid claim which was addressed and resolved to the customers complete satisfaction. I also spoke with the customer, and acknowledge the issue was being handled, and nothing additional needed to be done. If the customer does not get his issue resolved, he has my direct contact info, and I informed him to call me if the issue persists.This should be a closed case, please let me know if anything is needed.Regards,[redacted]President

This customer is referring to a rebate, and the order was just completed, less then 30 days ago. We process hundreds of orders at any given time, and have thousands of customers, we process all requests in the order they are received. Sometimes quicker and sometimes slower, depending on volume of...

orders at any given time.  The customer is order 100008139, and will receive a rebate in the amount of $1,280.00. This order was just completed Nov. 28th, 2016 and the rebate has not been processed yet..  We are in the process of completing the rebates from November this week (12/14/16) and customer will receive confirmation via email. We will also update Revdex.com once the rebate has been processed completely. We do not consider this to be a situation that would warrant filing a Revdex.com complaint. The customer is not out any money, he has not paid us any money at all. The order is being financed over period of 12 months, and as a result, the customer has incurred any charges, and they are not out any money, and there has been no damages as a result. Regardless, the rebate will be processed, and confirmation will be sent via email, and rebates are paid via Wells Fargo Sure Pay, with notice sent via email to [redacted]@yahoo.com. We consider this matter to be closed, once rebate is confirmed.

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 the offer I reviewed appear below.Last I spoke with [redacted] he had no idea what was going on with this issue. They had me dealing with a gentleman named [redacted] who I last spoke to on the 24th. He wanted me to eat half the costs and they would pay for shipping. I did not agree to those terms. My point being that if this issue has been dissolved as [redacted] has stated to you, then why haven't I been contacted and told about it?Regards,[redacted]