National Auto Tools

We have already compensated the customer for damages in shipping and we believe it is fair to point this out when considering our level of service and commitment to customer satisfaction We had numerous phone calls with the customerWe supplied the correct manual with the correct dimensions for the customerWe also instructed the customer on how to properly install the lift so that no mistakes would be madeWe will not be paying the customer for their time spent installing a productOur price does not include installation of our products or compensation for time spent installing our productsWe are always available on the phone to answer any questions customers have regarding the installation or use of our products

The amount of lies coming from this company is simply ridiculous! I have no I deal how you can tell a customer to do one thing and go back and act like you never said anythingYou guys are the ones who told us to fix the junk lift and you even suggested a few ways for a quick fix to help us out on the phoneAnother thing, WHAT KIND OF COMPANY WILL GO AND WRITE THE PROBLEM WE ARE HAVING NOW ON THE BUYERS REVIEW PAGELegally they never had a transaction from our company to themTherefore, they are slandering our company! This definitely shows that they have a BAD BUSINESS AND TRY TO CHEAT THEIR CUSTOMERS! We aren't here to get money from you guys, the only thing we are asking is for a new lift or a new post that won't be damaged or come used again and The a functional cylinder that isn't pouring fluid all overBasically we need to solve the problem and we don't have time for thisIf he doesn't remove the review we don't have another choice but to contact our attorney for further legal actions

We are sorry that both of us could not agree to a resolution on the phoneThe customer picked up the item from our Columbus OH warehouse in February They are stating just now, months later, they are opening the packagingThey are claiming the machines received are different from what they took pictures of in our warehouse show roomWhile at the warehouse, the customer was shown various models of our tire equipmentThe customer was then shown the low price models and agreed to purchase these models at $1,for both the tire changer and wheel balancerThe customer then let the warehouse with the equipment in packaging with model numbers on the outside of the packaging that match their invoice and purchase priceWe are not sure what pictures the customer may have taken while at our warehouse, nor does it matterWe have various models on display much like any other retail storeWe cannot control what they took pictures of and we cannot make sure it is ultimately what they decided to purchaseCustomers are free to take any pictures they want of our display models and then free to chose any model they would like to purchase Today, 10/20/2017, while on the phone with the customer we did offer the customer to return the new unused machines with packaging to us and they could pay the difference in upgrading to the models they now wantThey refused this offerThey have demanded we send them new, higher priced machines, at no additional cost to themJust that request in itself we find to be unreasonableAs well, it is now months after the purchase and the machines have been openedThey have also refused to send us pictures of the machines they received so we do not know if the machines are used or new at this timeOur offer still stands that they can return both the machines to our warehouse if they are new and unusedThey can then pay the difference for the higher priced new machines they are requestingWe will not be making any other offers or concessions in this matterThis offer will only be available to them within the next days and will expire after October 31stWe believe this is enough time for the customer to make a decisions given the fact they have already had the new machines for monthsIf this offer is not acceptable then we consider this matter to be closedThank you

Revdex.com: I returned the phone calls made after returning to town and did respond via email on Wednesday informing Josh I would get back to him on Monday, which I did The numerous calls were uncalled forAfter the complaint was filed, with the Revdex.com , they finally agreed to do what should have been months ago and promised by Josh after the third machine failed They have agreed to a full refund, but only after I drop the complaint and remove complaints from Google and one other site

We will be very happy to help this customerI believe she is referring to a wheel balancerTire machines do not balance wheelsHer balancer is out of warranty and she does not want to pay for the parts she needs to solve her problem.We have service techs on hand to help her and will be glad to sell her any parts she needs or wants

Just so you at the Revdex.com know, the buyers written complaint is simply a copy and paste of what he wrote on google reviews I actually don't see a call to action or specific request of what they want other than a leaking cylinderHowever I will spend as much time as needed to state my side of the situation We don't sell used products as new We don't spray paint our products, they are powder coated We don't ship one product on one empty truck all the way from fort worth to fort wayne INWe ship on LTL freight carriers that load foot trucks full of shipments to move across the country We don't threaten customers and we don't lie to customersWe don't slander customers and we don't commit libel against customers We never refused to warranty the product in accordance with our warranty policy.The customer received the product and did not mark any damage on the delivery receipt This is a common mistake by buyers who do not read what they are signing.They called us to report the damage and I gave them options:Return the freight to us, free of charge and do not open itWe would then obviously send a new product free of charge.orKeep the freight and we will replace the damaged part free of charge(we are supplied parts free from the factory so they have no monetary value) and supply touch up paint and fair compensation for the less than minutes it would take to paint the scratches.The customer told me they wanted to keep the lift however they would not agree to me supplying the free replacement part, paint and compensation I offered I made this offer on the phone and was told I would get a call backI made this offer on eBay and never got a response on eBayI sent a message to the buyer on eBay specifically telling them not to repair the lift without authorization from us and that we would not pay for un authorized repairs I then received a message in eBay asking what we were going to do I replied with the same offer as before and got no response.Several days later the buyer left negative feedback on eBay the buyer never responded to my offers for help before doing thisI again sent a message asking why they didn't respond to my previous offers before leaving feedback and what it would take to clear things up they responded on December with a demand of $for repair costs which we did not authorize and specifically told them not to do.This gave me the indication that the buyer had solved the damage himself and had proceeded with installing and using the product I assumed if anything else was needed they would contact me I was not going to engage someone that had just tried to extort $from us.I contacted eBay and they instructed me to respond to the negative feedback but do not pay the buyer anything I did as told by eBay because they are in complete control of that market place I have learned that you either do what eBay tells you exactly or you are not going to have any favor from them.yesterday, the buyer left a star review on google claiming a cylinder was leaking they never called us about this problem before leaving the review on google I called them to let them know we could address all their problems in order from the beginning They were not interested in solving these issues They demanded I overnight ship them a cylinder and again pay them $ I told them that we don't overnight parts I told them their options under the warranty policy are:I could send a seal kit orthey could send back the cylinder and then I could send a new one they proceed to use profanity, make threats of bad reviews on the internet and legal action I never once made threats to them, used profanity towards them, or as they put it "slandered" them for the record I have never committed libel against them either the buyer then proceeded to open a return case on eBay, but instead of asking for a return they again just demanded money I called eBay and notified them that in the eBay messages they could see where the buyer stated they had the product repaired without authorization from us according to eBay policy that disqualifies the buyer from a return eBay closed the case and removed the negative feedback left by the buyer.we are shipping a seal kit to the buyer today on fedex tracking [redacted] .We will supply the buyer with parts they need in accordance with our warranty policy Demands of money, threats of legal action, and lies about the quality of our products will not be responded to in anyway From the beginning I was willing to work with the buyer to an agreeable solution but their non responsiveness, ignoring my instructions, and attempting to extort money got us to this pointWe sell over 3,pieces of equipment a year We do have issues with other buyers but we work those issues out easily when both parties are calm and rational and follow directions.I have contacted other sellers who have sold to this buyer on eBay They have had the same experience as me with this buyer attempting to extort money instead of actually trying to solve the issue with the product One of these sellers is in a dispute right now with this buyer according to this seller, the buyer is demanding a refund and will not send back the product

I not happy wit their response they didn't show me different models of tire changers and balancersTheir was one out by the office and I was told it was no longer available I had to take the one in the garage so that was the one I was eventing I gotBut no I didn't yes it did take longer to open the boxes than it should have but still I should have received what I was shownNot what they felt like giving me
Regards,
*** ***

Complaint: ***
I am rejecting this response because: The statements made by the company are entirely falseThey DID indeed send us the WRONG users manual for the lift we orderedIt is true that we spoke to them several times, however they did NOT offer any information that assisted us in PROPER installationThey were not aware of how this product should be assembled, which was stated to them by us on the telephoneThey skirted around every issue and although they DID indeed compensate for the damage incurred via shipment, that in NO WAY covers the larger issue at handTHEY SENT US THE WRONG INSTALLTION GUIDEWhen we told them this, they had no good responseThey are selling products that they don't fully understand and without PROPER instruction we were left with damage to our business floorThe measurements received with the INCORRECT manual are what we went with upon installingWe had to dismantle and reinstallThis not only cost us our time, but loss of business for our time downThey offered no apology, nor remedy for their mistakesI find this practice to be not only unprofessional, but also deceitfulThey are certainly not being forthcoming with regard to our communications
Regards,
*** ***

I would like to start of first by how many lies are coming from this sellerThe seller never EVER offered to send us a new piece of equipment in exchange of the damaged oneIf that was the case, none of this nonsense would be occurring right nowThe parts they want to send us are not going to solve the problemThey are supposedly sending us a "Seal Kit"You don't have to be a genius to know that a seal kit won't fix a cracked hydraulic cylinder head thats pouring out fluids to solve the problemThey are dragging on the problem by not wanting to fix it and they are taking other routesWe are losing lots of business because of their horrible equipment and even worse customer serviceI have never ever had a seller wanting to slander my business by writing negative reviews about my business and using profanity because they don't want to fix anythingIf they are a decent company they would solve the problem, all the reviews will be gone about them and everyone will be happy and moving on with our livesThey never returned multiple calls that we leftEvery time we called the person we needed to speak to "Wasn't available" But once the reviews were left they contacted us on the phone very quicklyAll I'm asking is for a new hydraulic cylinder, a shipping label for it, and $for the damages they told us to fix on the phone

I have stated times on the phone to both yourself and the lady that called on 1/5/ Send pictures of the cracked cylinder with leaking oil to my email I will then send a fedex label to you to return the cylinder When it is traceable on fedex as being verified that it is the cylinder and picked up we will ship you a new cylinder this offer still stands as of today I simply need you to fulfill my requests for pictures to begin the process There is the option of sending files through this complaint form or to my email directly.I told you specifically in writing on eBay not to have it repaired without authorization and that we would not pay for repair charges I offered you a new post to replace the damaged one free with no shipping charges to you, free paint, and $to compensate for your time to repaint it You did not respond on eBay or call back I am not paying you $for unauthorized repairs.I am not paying you to remove a cylinder Per our phone conversation this morning I am now offering you $compensation specifically for the scratches to your post This money is only to compensate you for the scratches on the paint on the post and is in no way a payment for anything else or an admission of wrong doing That is all we will be offering you You will receive this payment in the form of a partial refund through eBay to your original payment method only We will not be sending you payment in any other form This amount will be issued when you agree in writing on the Revdex.com that this resolves all your claims to monetary compensation in this matter you will also need to send a direct message in eBay stating the same without any other stipulations or restrictions to the agreement

Ms*** complained about the original machine we sold herAlthough she could never tells us the real problem with it we sent her, at no charge a new machineWe have tried numerous times to have the first machine returned to usWe are willing topay the shipping charges but she refuses to return
itMs*** paid for one machine but she has twoif she will return the first machine and all the parts that go with it we will be glad to help her

I have been calling the customer at his place of business for days he is never available to speak with mei have made over phone calls and left many messages I have not received any response to my phone calls or messages the customer is welcome to call us to discuss an
agreement ###-###-####

We are fully aware of how our products should be installedAfter years in the industry we have a pretty good idea of how to install our own productsWe do offer advise on the phone when asked, but it would be impossible for us to walk a customer through a hour install process over the phoneWe cannot take responsibility for what a customer does or doesnt do during their own installation of the productWe have no way of controlling wether or not the customer follows directionsWe did apologize for any mistakes made on our part, however we cannot pay a customer for their time installing our productInstallation of our product is not included in the purchase price

Complaint: ***
I am rejecting this response because: The company is denying the fact that they sent us the WRONG INSTALL DIRECTIONSThe rest is true, however we weren't given the correct manual, hence the WRONG measurementsThey won't own their mistake and that alone is the problem at large
Regards,
*** ***

We are sorry we were not able to satisfy your needs.  We have taken possession of the returned equipment and have issued a refund in the amount paid for this item today 11/9.  Thank you for your patience.

Just so you at the Revdex.com know, the buyers written complaint is simply a copy and paste of what he wrote on google reviews.  I actually don't see a call to action or specific request of what they want other than a leaking cylinder. However I will spend as much time as needed to state my side of...

the situation.  We don't sell used products as new.  We don't spray paint our products, they are powder coated.  We don't ship one product on one empty truck all the way from fort worth to fort wayne IN. We ship on LTL freight carriers that load 40 foot trucks full of shipments to move across the country.  We don't threaten customers and we don't lie to customers. We don't slander customers and we don't commit libel against customers.  We never refused to warranty the product in accordance with our warranty policy.The customer received the product and did not mark any damage on the delivery receipt.  This is a common mistake by buyers who do not read what they are signing.They called us to report the damage and I gave them 2 options:Return the freight to us, free of charge and do not open it. We would then obviously send a new product free of charge.orKeep the freight and we will replace the damaged part free of charge(we are supplied parts free from the factory so they have no monetary value) and supply touch up paint and fair compensation for the less than 10 minutes it would take to paint the scratches.The customer told me they wanted to keep the lift however they would not agree to me supplying the free replacement part, paint and compensation I offered.  I made this offer on the phone and was told I would get a call back. I made this offer on eBay and never got a response on eBay. I sent a message to the buyer on eBay specifically telling them not to repair the lift without authorization from us and that we would not pay for un authorized repairs.  I then received a message in eBay asking what we were going to do.  I replied with the same offer as before and got no response.Several days later the buyer left negative feedback on eBay.  the buyer never responded to my offers for help before doing this. I again sent a message asking why they didn't respond to my previous offers before leaving feedback and what it would take to clear things up.  they responded on December 29 with a demand of $600 for repair costs which we did not authorize and specifically told them not to do.This gave me the indication that the buyer had solved the damage himself and had proceeded with installing and using the product.  I assumed if anything else was needed they would contact me.  I was not going to engage someone that had just tried to extort $600 from us.I contacted eBay and they instructed me to respond to the negative feedback but do not pay the buyer anything.  I did as told by eBay because they are in complete control of that market place.  I have learned that you either do what eBay tells you exactly or you are not going to have any favor from them.yesterday, the buyer left a 1 star review on google claiming a cylinder was leaking.  they never called us about this problem before leaving the review on google.  I called them to let them know we could address all their problems in order from the beginning.  They were not interested in solving these issues.  They demanded I overnight ship them a cylinder and again pay them $600.  I told them that we don't overnight parts.  I told them their options under the warranty policy are:I could send a seal kit orthey could send back the cylinder and then I could send a new one.  they proceed to use profanity, make threats of bad reviews on the internet and legal action.  I never once made threats to them, used profanity towards them, or as they put it "slandered" them.  for the record I have never committed libel against them either.  the buyer then proceeded to open a return case on eBay, but instead of asking for a return they again just demanded money.  i called eBay and notified them that in the eBay messages they could see where the buyer stated they had the product repaired without authorization from us.  according to eBay policy that disqualifies the buyer from a return.  eBay closed the case and removed the negative feedback left by the buyer.we are shipping a seal kit to the buyer today on fedex tracking [redacted] .We will supply the buyer with parts they need in accordance with our warranty policy.  Demands of money, threats of legal action, and lies about the quality of our products will not be responded to in anyway.  From the beginning I was willing to work with the buyer to an agreeable solution but their non responsiveness, ignoring my instructions, and attempting to extort money got us to this point. We sell over 3,000 pieces of equipment a year.  We do have issues with other buyers but we work those issues out easily when both parties are calm and rational and follow directions.I have contacted 2 other sellers who have sold to this buyer on eBay.  They have had the same experience as me with this buyer attempting to extort money instead of actually trying to solve the issue with the product.  One of these sellers is in a dispute right now with this buyer.  according to this seller, the buyer is demanding a refund and will not send back the product

We have already compensated the customer for damages in shipping and we believe it is fair to point this out when considering our level of service and commitment to customer satisfaction.  We had numerous phone calls with the customer. We supplied the correct manual with the correct dimensions...

for the customer. We also instructed the customer on how to properly install the lift so that no mistakes would be made. We will not be paying the customer for their time spent installing a product. Our price does not include installation of our products or compensation for time spent installing our products. We are always available on the phone to answer any questions customers have regarding the installation or use of our products.

I don't trust this company anymore. So I need him to send me a check for the labor to take the cylinder off and a new cylinder. By the way lets leave other issues where they need to be left and not stalk our eBay activity and hear one sided stories from previous purchases. Again, we aren't asking for the WORLD, just the labor for replacing the cylinder on the "New Lift" and installing the cylinder after we get a new one. Also the $600.00 that you told us to fix on the phone. We aren't trying to rip people off from buying "New Lifts" we just want you to stop changing your words and honor what you said and we can all be done.

The amount of lies coming from this company is simply ridiculous! I have no I deal how you can tell a customer to do one thing and go back and act like you never said anything. You guys are the ones who told us to fix the junk lift and you even suggested a few ways for a quick fix to help us out on the phone. Another thing, WHAT KIND OF COMPANY WILL GO AND WRITE THE PROBLEM WE ARE HAVING NOW ON THE BUYERS REVIEW PAGE. Legally they never had a transaction from our company to them. Therefore, they are slandering our company! This definitely shows that they have a BAD BUSINESS AND TRY TO CHEAT THEIR CUSTOMERS! We aren't here to get money from you guys, the only thing we are asking is for a new lift or a new post that won't be damaged or come used again and The a functional cylinder that isn't pouring fluid all over. Basically we need to solve the problem and we don't have time for this. If he doesn't remove the review we don't have another choice but to contact our attorney for further legal actions.

We are sorry that both of us could not agree to a resolution on the phone. The customer picked up the item from our Columbus OH warehouse in February 2017. They are stating just now, 8 months later, they are opening the packaging. They are claiming the machines received are different from what they...

took pictures of in our warehouse show room. While at the warehouse, the customer was shown various models of our tire equipment. The customer was then shown the low price models and agreed to purchase these models at $1,350 for both the tire changer and wheel balancer. The customer then let the warehouse with the equipment in packaging with model numbers on the outside of the packaging that match their invoice and purchase price. We are not sure what pictures the customer may have taken while at our warehouse, nor does it matter. We have various models on display much like any other retail store. We cannot control what they took pictures of and we cannot make sure it is ultimately what they decided to purchase. Customers are free to take any pictures they want of our display models and then free to chose any model they would like to purchase.   Today, 10/20/2017, while on the phone with the customer we did offer the customer to return the new unused machines with packaging to us and they could pay the difference in upgrading to the models they now want. They refused this offer. They have demanded we send them new, higher priced machines, at no additional cost to them. Just that request in itself we find to be unreasonable. As well, it is now 8 months after the purchase and the machines have been opened. They have also refused to send us pictures of the machines they received so we do not know if the machines are used or new at this time. Our offer still stands that they can return both the machines to our warehouse if they are new and unused. They can then pay the difference for the higher priced new machines they are requesting. We will not be making any other offers or concessions in this matter. This offer will only be available to them within the next 11 days and will expire after October 31st. We believe this is enough time for the customer to make a decisions given the fact they have already had the new machines for 8 months. If this offer is not acceptable then we consider this matter to be closed. Thank you