National Gear Repair

Hello Naomi
First off I just want to start off by saying that we apologize for the way that things escalated however we would like to, if possible, explain where we are coming from as a minority owned business. To start with the discrepancy with how the pricing was structured between parts and labor. It's normal practice for any business or machine shop to mark up its pricing for labor or service to ensure there's profit to pay the employees doing the labor and the company. Yes you were disappointed because we charged so much more for labor then we did the parts. However under normal circumstances we would agree the repair cost was way too high, However due to the nature of how fast you needed your repair done everything was processed as an Emergency Rush Repair Order. There is an even higher mark up price for this as we are trimming down a 4 week lead time to have our employees completely repair the gearbox in 24 hours. Labor would have been significantly cheaper had we done the regular 4 week lead time repairs. We offer two basic services for gearbox and pump repair, Gearbox Repair and Emergency Gearbox Repair with two different pricing structures.
The reason my brother Erik gave you a different price was because when you had originally asked he had to basically ball park or “shoot from the hip” on estimated costs so we apologize if there was any misunderstandings, We did show you the parts breakdown and the receipts when we gave you the final receipt after charging the card which we dont have to disclose but we did to be transparent. Normally we just give the customer the print out invoice to sign and thats final. That Invoice you also wrote “*** You” on.
Per the warranty issue, we emailed it over to you already and we apologize if you haven't received it however you could have brought it up instead of saying we never offered you one. We have been having constant issues with our GoDaddy Hosting (verifiable and googleable to show Go Daddys Servers have been down for the past week and change) and our Tmobile Data Connection is pretty much all we use which is also something that was wonky this week. Once again we are a very small minority owned company so these are issues we are addressing however we have not fixed as of yet. That said our warranty is always posted directly on our website for you to see at the footer near the site map and privacy policy.
The Gearbox in question was placed in your vehicle via forklift with an orange tag on it saying it had NO OIL. Purchasing a brand new Nord Gearbox Directly from the OEM would also have a similar tag as it would be illegal to ship these boxes with oil inside of them. It is the responsibility of the operator to ensure that they are educated in operation of mechanical power transmission equipment and gear reducers. Operating the reducer without oil is generally classified as user error and a violation of our warranty. As we already told you due to the escalation we were willing to offer a refund on the repair and even now we are still offering to repair the damage caused by operating the gearbox without oil UNDER Warranty. We are bending our own rules to ensure that you are taken care of because at the end of the day we want to take care of everyone of our customers. At National Gear Repair we often like to say “We Have Your Back”
Per the other claims there needs to be some clarification. If you felt as though we had you trapped your car in with the forklift im positive we would have been dealing with the police instead of these comments. While my team loaded your vehicle with your gearbox I was processing your payment method. Everything for that is upstairs in my shop so I do apologize if it took longer than a minute, I went as fast as I could and by the time I got down I still don't think more than 2 minutes had elapsed. I apologize if the time spent loading the gearbox to your car and charging your card made you feel as though you were trapped, that was never our intention.
Like I said before we would normally not cover damage due to operating the gearbox without oil however to put this nonsense behind us we are willing to break our policy and repair the damage anyways. We are always excited to see the younger generations continuing to work with mechanical power transmission equipment keeping the industry strong and alive even longer! However without proper training, education or experience it is very easy to damage these reducers.The same reason we wouldn't drive a brand new car without oil is the same reason why a brand new gearbox cant be operated without oil and as you have claimed your gearbox was operated without oil.
All Gearboxes are tested for 6 hours before getting certified with our 24 month warranty. They are filled with royal purple testing oil and placed on our test bench for 6 hours to test for vibration, overheating and other abnormalities. The gearbox is then drained and prepped for delivery.
Once again we do apologize for the way this escalated, however we do have to correct the record as our people are constantly targeted in this political and racially charged landscape. As for costs, regardless of how much we purchase our parts for it is and always will be the discretion of the business to choose how much to mark up its services. On top of that, we even upgraded your service to our premium emergency rush repair service to get it done faster. Emergency Rush Repair isn't just about getting you back up, It's also about all of us calling our families and telling them we won't be home tonight because we're going to work through day and night to finish this repair. It is a sacrifice that we make and the service is marked up to reflect it. If you remember we had a massive gearbox ( a hundred thousand dollar order) with regular repair lead times, We put that aside to work on your box because Emergency Rush Repair comes first. We feel as though your anger and escalation came because you felt we overcharged you for repair. We are proud to be an American Minority Owned and Operated Business operating in a Free Country. You wouldn't ask starbucks how much they spent on the beans for a cup of coffee versus how much profit they kept for selling it to you and not only that We never forced you to work with us. When you approve a quote and we start working on a gearbox it doesn't matter if the parts cost 1 dollar or 10,000 dollars if you approve the order you are agreeing to pay the invoice. Our profit margin on emergency rush repair shouldnt justify a reduction in price when there is increased labor cost and an extremely close deadline.
With all that said we still care about our customers and their business so we are still extending our offer to repair the damage that was done to the gearbox free of charge regardless of the violation of our warranty. If you never wish to speak to us again afterwards thats okay, We just want to make sure your products are working 100 percent so that you can continue to produce.
Thank you, if you have any questions or concerns please contact me directly.

Thank You For Taking The Time To Leave Us A Positive Review Cipriano! It was a pleasure working with you, Feel free to call us back if anything comes up!