Northern Tool and Equipment Company Inc

Initial Business Response /* (1000, 7, 2016/02/04) */
Initial Consumer Rebuttal /* (3000, 9, 2016/02/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I DID FINALLY RECIEVE MY REFUND , BUT ALSO COST ME A LOSS IN SCHEDULE FOR THE WORK I WAS TO PERFORM USING
THE PRODUCTS I HAD PURCHASED FROM NORTHERN THE $GIFT CARD IS ONLY GOOD FOR ONLINE ORDERS IN WHICH I HAVE LOST CONFIDENCE IN
Final Consumer Response /* (2000, 10, 2016/02/08) */

I am rejecting this response because: I have taken the engine to a service center, miles awayThey will take 3-weeks to look at it! I have already had to purchase another engine, to perform the task, the original was meant to doTo have to wait this long, after suppying a defective item, is unacceptable in

Initial Business Response /* (1000, 8, 2015/12/30) */
***response has been scanned in and converted to text below (original document is available using the online complaint system)
In response to your letter dated December 11, 2015, please be advised that the issue has been resolvedThe $
refund was initially processed as a credit back to Mr***' gift cardsAfter learning he no longer had them in his possession, a refund check was mailed to him on December 10, 2015, the same date Mr*** wrote to your officeWe apologize for the delay in the refund and any inconvenience this may have caused

Initial Business Response /* (1000, 10, 2016/02/22) */
***response has been scanned in and converted to text below (original document is available using the online complaint system)
Please accept this letter as our formal response to your letter dated February 1, Mr***'s generator
is repaired and currently ready for pick up at the service centerMr*** purchased a Generac generator in November and in January indicated it stopped running and wanted a new unitWe indicated that it would need to be taken to an authorized service center per the manufacturer's warrantyThe service center made a minor repair then tested it by running it at 120v and 240v for 3-hours without shutting down
Based on the input of the service center, we do not consider this unit to be defective or rebuilt and therefore are abiding by our return policy, which excludes gas and oiled equipmentMr***'s unit remains under the manufacturer's warranty for years and the extended warranty purchased for an additional years
We regret he is dissatisfied however, we cannot guarantee any mechanical piece of equipment that interacts with other wiring or systems to operate at all times without interruption
Initial Consumer Rebuttal /* (3000, 12, 2016/02/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Obviously we have no choice in this matter!!!! We just want everyone to know that this Generac Generator did NOT produce electricity upon FIRST USE, and we feel that everyone out there should definitely consider this before even thinking of purchasing a generator
We are done with this complaint, which did not prove effective

See Attached

Initial Business Response /* (1000, 9, 2015/09/25) */
***response has been scanned in and converted to text below (original response is available using the online complaint system)
Thank you for your September 2, letterWe have not stocked the part Mr*** is inquiring about since
and stopped manufacturing the pressure washer unit several years agoHowever, we do have a retro-kit that will accommodate the part Mr*** needsOn September 9th, a customer service supervisor spoke with Mr*** and e-mailed him the retro-kit instructionsWe requested he look it over and contact us with any questions and/or to place the order for the retro-kitAs of September 16th, we have not heard back and have sent another follow up email to see if we can be of further assistance
Initial Consumer Rebuttal /* (3000, 11, 2015/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The retro kit is fairly complicated and is not just as simple as replacing the part that failedI would request that kit be provided at the same or less cost of the failed partThank you
Final Business Response /* (4000, 16, 2015/10/15) */
***response has been scanned in and converted to text below (original document is available using the online complaint system)
Thank you for your letter dated September 28, As noted in my previous letter, we have offered to sell Mr*** a retro-kit so he may repair the unitDue to the age of the unit it is no longer under warranty and we have not stocked the part since We feel the retro-kit is a reasonable solution to the situation and if he wishes to order one, he may contact our customer service department for details

Please accept this letter as our formal response to your letter dated March 7, After receipt of your letter, we confirmed Ms*** that she would be satisfied with a new drill in exchange for her current oneWe set up a new order which will ship after Ms*** has returned her current one

see attached Please accept this letter as our formal response to your letter dated April 27, MrChisholm purchased a Briggs and Stratton engine April 12, On the 18th he contacted our company stating the engine was defectiveBriggs and Stratton does not take returns of engines once
they have had gas & oil added, unless a service center has determined the engine to be defectiveTherefore, he was referred for service under warranty.After several contacts, MrChisholm indicated that he would just like to receive a refund and was not willing to have the unit inspectedOn May 10, in response to your letter, we attempted to contact MrChisholm indicating he will need to take the unit to a service center for inspection if it is determined there is a defect then a refund will be processedWe are waiting for MrChisholm to respond to our message

Revdex.com:I have already been contacted by Northern ToolThey sent me a new drill, then I returned the defective drill. The issue has been resolved satisfactorily
Sincerely,
*** ***

Initial Business Response /* (1000, 7, 2016/02/04) */

Order Confirmation Number: ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

see attachedPlease accept this letter as our formal response to your letter dated April 27, 2016. Ms. [redacted] purchased a Northstar sprayer on April 8th. When she contacted our company requesting a full refund because the sprayer handle cracked and she was therefore sprayed in the face with...

chemicals, we reviewed the photographs she sent us. The owner's manual states the machine is not approved for corrosive chemicals and the warranty excludes failures due to corrosion caused by chemicals. Corrosive chemicals including bleach may cause excessive wear and leaks. The owner's manual has warnings regarding chemicals use and recommends testing before each use. Also, we would like to note that this unit was not withdrawn from the market because of quality concerns but, rather replaced with a newer, upgraded model. As a courtesy, we have included a copy of the owner's manual for reference.

Initial Business Response /* (1000, 7, 2015/08/21) */
[redacted]response has been scanned in and converted to text below (original document is available using the online complaint system).
Thank you for your letter of August 7, 2015. Mr. [redacted] contacted our company on August 5th inquiring about...

our price matching policy with Amazon. He was incorrectly advised we do not match listings on Amazon. Our company does honor lowest price guarantees from Amazon upon meeting certain qualifications which, in this case, the customer did meet. Mr. [redacted] paid $49.00 for the item and the Amazon price was $44.00 and was refunded the difference.
We apologize for the miscommunication and please feel free to contact me if you have additional concerns.

[redacted]response has been scanned in and converted to text below (original document is available using the online complaint system).
Please accept this letter as our formal response to your letter dated March 2, 2016. Mr. [redacted] purchased a 1000 watt inverter...

November 2014. In connection with that purchase, he received a promotional $50 virtual value gift card to use with a future purchase. As is permitted with promotional value gift cards, it had an expiration date of June 30, 2015. At no time was Mr. [redacted] charged for the promotional value gift card, it was issued solely because of his purchase of a qualifying product.
Mr. [redacted] was emailed the promotional value gift card the end of November. In December he called indicating he never received the gift card and we sent another email with the gift card information and also noted in his customer record. However, by the time he attempted to place an order in February 2016, the promotional card had expired.
As a gesture of good will, we have offered, and Mr. [redacted] accepted, a "traditional" $50 gift card with no expiration to be mailed to his home address. We do offer promotional cards from time-to-time and would encourage Mr. [redacted] to monitor his "SPAM-filtered" emails if he elects to participate in a similar program in the future.
([redacted] Business Response.pdf)

Initial Business Response /* (1000, 7, 2015/06/05) */
[redacted]response has been scanned in and converted to text below (original document is available using the online complaint system).
Please note Mr. [redacted]'s claim was approved on May 22, 2015 (authorization number [redacted]). He may take this...

number along with the damaged item to a local store for the replacement of his item. The extended warranty company, AMT set up the claim on May 11, 2015 and was approved after their call center manager reviewed the claim. The Revdex.com letter was received by our company on May 26, 2015 after the claim had already been approved.

Initial Business Response /* (1000, 8, 2015/07/31) */
[redacted]response has been scanned in and converted to text below (original document is available using the online complaint system).
Please note that the matter Mr. [redacted] wrote to your agency about was never reported to the credit bureau. As Mr....

[redacted] noted in his letter, the fourth item was on backorder and the charge for that item did not go through until the item was in stock. PayPal did time out the payment and our company did send Mr. [redacted] an e-mail on February 27, 2015 indicating the remaining balance needed to be paid. Unfortunately, this matter was sent to collections as we did not receive a response from Mr. [redacted]. Mr. [redacted] paid the remaining balance on July 13, 2015 and the collection agency did not report Mr. [redacted] to the credit bureau.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Actually, it was more than satisfactory to me. I received a phone call from company and they were very understanding...

and willing to work with me. I received full refund and could not be happier with them. They should be complimented for the way they handled this situation.

Initial Business Response /* (1000, 9, 2015/10/16) */
[redacted]response has been scanned in and converted to text below (original document is available using the online complaint system).
We acknowledge receipt of your letter dated September 30, 2015. The air compressor at Ms. [redacted]'s residence was...

picked up on October 8, 2015 by the freight carrier, YRC. We apologize for the inconvenience to Ms. [redacted] and trust this resolves the matter.
Initial Consumer Rebuttal /* (2000, 11, 2015/10/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They did pick up the air compressor that they delivered in error finally. However they continue to claim in writing that it is a sprayer. I did email them to let them know once more that it was an air compressor not sprayer that they did receive back.

Initial Business Response /* (1000, 8, 2016/02/29) */
[redacted]response has been scanned in and converted to text below (original document is available using the online complaint system).
Please accept this letter as our formal response to your letter dated February 11, 2016. Ms. [redacted] purchased a...

heater that we no longer offer for sale nor are able to supply a variety of replacement parts for. On February 22, 2016, our customer service department left a message with Ms. [redacted] offering to pick-up the heater and issue a full refund of the product or a $150 refund and she may keep the unit as is since the flame does not impact the heating ability of the unit. Ms. [redacted] chose to keep the unit as is and a $150 refund was issued.