Complaint: [redacted]
I am rejecting this response because: Mowers Direct is laying off the problem on some third party as if they have no control or responsibility.The Free Shipping is a banner on their website that the third party picks up. MD could add 'on mowers' to the free shipping banner so that their policy would be accurately represented.Who is paying for the third party advertising, how is it that MD has no control over their representation. If the prices of the items that come up were mistaken would the response still be that they had no control and no obligation to fix, Just tell people that after they waste there time going through the effort to get to the site that the site that displays your name and represents your product incorrectly to potential customers is not something you want to address. For myself I found someplace else to buy the battery where they manage the representation of what they sell to the public.I wonder how many other potential sales are going the same way.
Sincerely,
[redacted]
The reason I am not accepting their offer is that they will be ripping my new snowblower apart to put in a new housing and I am afraid that I will have problems with the snowblower in the future if it is not reassembled properly. I paid for a brand new factory assembled snowblower and I will not be getting one after it ends up in the shop being taken apart and reassembled. All I asked them is to either refund my money or get me another brand new blower and they refuse to do it.
As long as the generator has not been used, we can issue a return call tag with [redacted]. Customer simply needs to tape the box shut and place outside his door. We will send full return instructions. Once received a full refund will be given.
We provided many reasonable solutions to resolve your issues, including sending replacement parts and offering you a substantial courtesy credit. Ultimately, we are arranging to return the mower and provide you with a full refund. While you may disagree, we by no means are taking the cheap and easy way out. Our desire and attempt to try to come to a fair agreement with you demonstrates that we cared about your satisfaction. Your request for a $500 credit, in addition to paying for parts and service is not reasonable expectation.
Dear Revdex.com:
As more fully described in the original complaint filed with you, Power Equipment Direct has failed to provide quality product in a timely manner and consistently lacked appropriate customer service or follow up. As we no longer have any faith that Power Equipment Direct will provide our company with the HVAC equipment that was ordered and paid for nearly two months ago, it has become necessary to send back the entire order, and receive a refund of all amounts paid ($4,032). This solution is not optimal and has cost our company thousands of dollars in project delays. However, I have reviewed the response made by the business in reference to complaint ID [redacted] and find the proposed resolution (of shipping back the entire order and receiving a full refund of $4,032) is satisfactory to me. The $4,032 refund should be processed by Power Equipment Direct no later than December 5, 2016 or we will be forced to file another complaint or seek to enforce this settlement agreement in a court of law.
Sincerely,
[redacted], PresidentSIXJWS, LP
The customer received his [redacted] mower on March 10. He reported to us that same day that the throttle bracket was broken. He sent photos of the damage and we ordered the parts from [redacted]. They sent the customer the wrong parts. We reordered the parts again and they sent him the wrong parts again....
[redacted] states that the part has changed and the parts sent should work for him but the customer states they do not. We offered to have this mower picked up and returned to us for a full refund. This offer was made more than once but the customer declines that offer. At this point, there are no other parts to send per [redacted]. The only suggestions we have would be for the customer to contact [redacted] directly at [redacted] and voice his concern. Perhaps there is something else they can recommend. The other option is to take to an authorized [redacted] service dealer for inspection and repair. We can reimburse the customer for any transportation costs he incurs to get the mower to service. We simply need to see a copy of the receipt.
Initial Business Response /* (1000, 5, 2014/11/18) */
Contact Name and Title: [redacted] CS Mgr.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]
Customer contacted us on 11/17 reporting that his snow blower was not working. He ran it for a short time and now cannot get it...
restarted. He wanted us to take the unit back but per our Return Policy for gas powered equipment, the customer must have an authorized service dealer inspect the item to determine what the issue might be. If deemed a manufacturer defect it would be repaired under warranty. We explained this to the customer and provided him the name of service dealer [redacted] & [redacted] XXXXX Tel# (XXX) XXX-XXXX.
Customer told us that this service dealer would not look at the snow blower under warranty and that they wanted him to pay for repairs. We offered to call the service center to find out why the customer was told this but he refused and hung up on our representative. We took it upon ourselves to call [redacted] & [redacted] anyway and spoke with [redacted] and the service manager and we were told that they had no record of this customer calling them at all. We are not sure where the disconnect is, but the fact of the matter is that the customer must have this unit looked at by a service dealer before any further steps can be taken. The only reason that repairs would not be covered under the manufacturer's warranty would be due to customer abuse or neglect.
Initial Consumer Rebuttal /* (3000, 7, 2014/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is an out and out lie on multiple levels. My initial response from this company was and e-mail instructing me to contact the manufacturer to find out who the local service center is in my area and then to call the local service center to set-up an appointment to get it fixed under warranty. They did not provide me with any service center as stated, they basically blew me off, have e-mail to prove it. I called three service centers with-in a thirty mile radius of my zip code. None of them were willing to perform the work under warranty, all of them would "bill me and I would have to work out the details with the on-line company I bought it from, however had I bought it in their store it Would not be a problem in fact it would have been set up and tested before it left the store" (notice quotation marks). By the way, they have a huge back log and can't get it in for weeks. I didn't take names, times of the calls or record their response however you can follow the same process I went through and call these companies and tell them that you bought a snowblower on line and it doesn't run will they cover it under warranty? I'll bet you get the same response. After I got these responses I e-mailed the company explaining the responses, and asked them to call me. The only response I got was an e-mail saying that they are trying to contact the manufacturer, no return call. Waited all day for response, before leaving work I tried again to contact them by e-mail and phone. I was finally able to talk with someone and it became very apparent that this company had my money and felt no responsibility for making this a fair transaction. This company sold me a product with no means, plans or intention to support it after the sale, in the words of the representative "it's the service centers obligation to take care of the problem, it's not his".
I hung up the phone when the conversation was over, if the representative is saying that he was going to call the service center while I was on the phone that wasn't even possible the service center closed at 5:00 pm, the call took place on my way home from work 5:45ish Eastern time.
When he offered to call the service center I told him to "go for it, knock yourself out" I was assuming he would call when the store was actually open, like the following day. Why on earth would I refuse to have the representative call the service Center? This company is incredibly dishonest and their lies don't even make sense.
If he actually did contact a service center he did not contact me by e-mail or by phone regarding any of this conversation, Did he happen to ask [redacted] when I could get it looked at?
Final Consumer Response /* (4200, 11, 2014/11/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is getting really ridiculous and isn't going anywhere, however I do have to set the record straight once again, I told the representative that "he is Twisted after he told me that they have no obligation to me, its the service centers obligation to take care of the problem". I stand by my statement! This Snow blower direct took my money and sold me a defective unit and when I contacted them they sent me an email with the manufacturers contact information (blew me off). The three service centers I contacted were not willing to do the work under warranty. In essence this product had no warranty.
I have given up on trying to get Snowblowers direct to realize that they do have a responsibility to their customers after they take their money and ship a product. Hopefully the Revdex.com will have some influence by revoking Snowblowers directs membership and have them remove the Revdex.com logo from their web site. People like me have a certain expectation that when a customer has this logo on their web site that they can expect a certain degree of fairness in the sales transaction. For the credibility of the Revdex.com and for the sake of consumers please don't let this company exploit your organization and take advantage of the consumers you're trying to protect.
A member of my church took the snowblower and found it had a defective ignition coil, it cost me $52.00 for the coil and I paid him $100.00 for his work. This was a fairly cheap learning experience for me, please remove snowblowers directs Revdex.com membership and share my experience with others so they don't have to be subjected to this unethical organization.
Final Business Response /* (4000, 13, 2014/11/24) */
The customer also filed a complaint with [redacted], which we addressed. We were then contacted on November 21 by [redacted] with the following email:
"Thank you for getting back to me. I have spoken with the customer and he fixed the snow blower. That being said I will consider this case closed. I appreciate your help in the matter. Have a good weekend.
Best Regards,
[redacted] - The [redacted] Team"
The customer also states in his most recent response that he found the snow blower had a defective ignition coil that cost him $52.00 for the coil and $100.00 for labor. This repair would have been covered 100% under the manufacturer warranty. I know the customer stated that he was not getting results from the service dealers, which is why we offered to assist. If you read our last reply we stated: "If the customer is being told by a service center that they refuse to work on his snow blower because he bought it on line or that he has to pay for repairs and that he has to deal with warranty reimbursement with us, then we need the name of the service center and the name of the person that told him this so we can address this directly with [redacted] Regarding a backlog of 2 weeks. That would not be unusual for this time of year as many service dealers also do repairs on lawn mowers and other gas powered equipment besides snow blowers." We were never given that information and therefore did not have an opportunity to discuss this with [redacted] or the service center directly.
We feel we did everything in our power to try and assist the customer through the warranty process. It's unfortunate that he paid a warranty covered issue out of pocket but that was his choice and we are not able to reimburse him for his expenses.
This company is a mess, do not order from them, I had a damaged product come to me, and long story short, its been almost 2 months of being on the phone with them and I still dont have my $2000 back. Stay away from PED, they will rip you off, they have a terrible customer service team, and are of no help when you need it.
Initial Business Response /* (1000, 5, 2015/06/19) */
Contact Name and Title: [redacted] CS Mgr.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@pedstores.com
Mr. [redacted] placed his order on our website on 6/1/15. His order number is XXXXXX. We state on our website shipping policy...
with regards to shipping outside the U.S.
International Shipments:
"We currently do NOT ship internationally, including Canada and Puerto Rico. We can, however, ship to freight forwarders inside the United States. You would be responsible to coordinate and pay for the international shipment."
Mr. [redacted] contacted us previously on this matter. We responded to him in writing on June 17 as follows:
"Thank you for your recent order. You made a wise choice in the [redacted] air-cooled system as the feature sets and 22Kw of power output are exactly why I placed the same unit on my home. I've enjoyed the ease ease-of-use and trouble free operation of that model - I'm sure you will as well.
Sadly, although you bought the right equipment, I understand you are upset due to your intent to export the machinery.
We do not ship outside the United States as we are not a registered exporter. Our web site clearly states that we only ship to points within the United States and that we do not process or support international shipments. As a retailer, our sale to you was completed upon fulfillment to the ship-to address you supplied on your order. As such, there should be no surprises that our business name and tax ID cannot be used on your export paperwork. It would also not surprise you to learn that the above is not grounds for legal battles and attempted chargebacks. The solution resides in determining how you wish to export to the goods & I'm certain your freight forwarder can help you with this.
I believe the exporting can be done simply and without undue hassles or delays. If you decide, for whatever reason, not to ship the goods outside [redacted] you are free to return the goods under our return policy. Simply put, I'm suggesting that there is no need to fight us - we did nothing wrong and will try to support you the best we can."
Unfortunately, we are not able to assist the customer with his export.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
From your website,
"International Shipments
We currently do NOT ship internationally, including Canada and Puerto Rico.
We can, however, ship to freight forwarders inside the United States. You would be responsible to coordinate and pay for the international shipment."
I also verified that you would be providing all relavant paperwork with a phone call you. An ein # is a must for any freight forwarder to transport anything over $2500. I'm not asking for a top secret password. The ein is your federal id number and you are required by federal law to provide.
There is currently a $5000 generator sitting in a wharehouse in Miami that can't be shipped. [redacted] kind of shady business are you running? How does it in any way hurt you to provide the requested info?
Final Business Response /* (4000, 9, 2015/06/30) */
Contact Name and Title: [redacted] CS Mgr.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@pedstores.com
On June 16 we sent the following to the customer "We do not provide exporting service and are not required by law to provide our EIN for customers that export our products. If you want to proceed with returning your items, we would be happy to assist you. Please be aware that returns are subject to potential restock fees. Shipping fees will also be deducted from your refund amount."
Again, We do not ship outside the United States as we are not a registered exporter. Our web site clearly states that we only ship to points within the United States and that we do not process or support international shipments. As a retailer, our sale to you was completed upon fulfillment to the ship-to address you supplied on your order. The solution resides in determining how you wish to export to the goods and I'm certain your freight forwarder can help you with this.
We again extend the offer to let the customer make a return by following our Return Policy. The customer has until July 8 to decide if he wants to proceed with a return. After that date, the offer for a return is null and void.
We apologize for the customer's frustration over this issue. Our normal process for a dead battery is to have the customer buy a battery locally and send us the receipt for reimbursement. When it was reported that the mower was not running properly, we offered to pay shipping to have the mower...
picked up and sent to a service dealer to have it looked and and possibly repaired under warranty but the customer did not want to do this. Against our return policy, we agreed to return the mower. All of our notes indicate that the customer was told that the Round Trip Freight for this shipment was $424.22 and that we agreed to split that with him. His portion of the freight costs to return this item would be $212.11.
On 4/6/16 we issued a credit in the amount of $2,150.44 to the customer's Synchrony financing account. This credit represents the original purchase price of $2,299.00 plus $63.55 for the battery reimbursement minus $212.11 for shipping one way. If there is any further information you need, please let me know.
Initial Business Response /* (1000, 5, 2014/12/22) */
Contact Name and Title: [redacted] CS Mgr.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]
We have approved the customer's snow blower for return for a full refund. We are currently working with the customer to arrange...
for the pick up and return. Once that has been completed, we will process the customer's refund.
Complaint: [redacted]
I am rejecting this response because:I bought my lawn tractor on good faith form a company that I thought was honest and fair. I have had issues since day one of the receipt of this tractor. If I had bought it locally I could have already had it returned a month ago and had a functioning tractor to cut my lawn and complete my yard work. Why should I have to be punished and wait and see what is wrong with this mower just because I purchased on line. Also they do not explain anywhere that I saw that they do accept returns that I have to go to the manufacture that they wont take it back. I have heard nothing from them since my original emails were sent. I have emailed them since. as for them reimbursing me NO money will leave my pocket I am not paying 1 cent for that tractor or its transportation to or from that shop that is over 35 miles away form my home. I want a full refund of my money I am not paying a restocking fee or any fee this is their product that they sell as stated if I bought it locally it would have already been returned and I would have a new mower cutting my grass today.
Sincerely,
[redacted]
Complaint: 12155952
I am rejecting this response because:I have a problem with the engine for them to fall on the statement that they will not accept a return of a gas powered lawn tractor after is fueled for a problem that could only be found after the engine as turned on is just a excuse. How does someone know if the engine is working if they don't start it??? How can any customer now trust that the product they receive is functioning with out starting it??? I am not a physic I can not look at something and see that the engine is ok without starting it. If this was dropped of the back of a truck and was damaged Physically Why yes I could refuse the shipment all together then. NOT IN THE CASE OF A RUNNING ENGINE ISSUE. Again if this was [redacted] or [redacted] I would be cutting my 5 [redacted] right now!!
Sincerely,
[redacted]
When a snowblower is delivered, there are a few simple steps that need to be followed as it requires some minor assembly. A manual is provided that walks consumers through the process. And all of the assembly items are included with the unit. The email we received from the customer...
seemed to imply that the snowblower was not working. Per our agreement with the manufacturer, the customer was referred to their service network for technical support. However, when they were advised that the issue was with how the unit needed to be assembled, the service provider suggested they use the manual and How To videos as resources to guide them through the assembly.Our Product Expert has been in contact with the customer and has been able to identify the issue so that they can complete the assembly. We believe this matter has been resolved and the snowblower has been assembled and is working.
I ordered the Slush Plow. To start the product is cheaply made from cheap plastic polymer. The instructions on assembly are of poor quality. They look like someone made black & white photocopies and the ink was near empty. They also suggest going on [redacted] for assembly instructions, however the video is of poor quality. There is no explanation that I found that described what the plow was made of, however I admit I assumed it was metal or of better quality. Don't waste your money. Free shipping is a joke from Snow Blowers Direct. In fine print in the bottom of the online check out this is all I see upon investigation. (By submitting your order, you agree to Snow Blowers Direct's Privacy and Return Policies.) Needless to say that when you return an item you get charged for that "free" shipping and then have to pay out of your pocket again and make arrangements to ship it back. Also depending on how the original packaging is you may be subject to a 25% restocking fee. Last thing this item probably costs maybe $15-$20.00 to manufacturer, but for the $279.99-$329.99 its not worth the money. I feel that their free shipping is deceitful to say the least.
Initial Business Response /* (1000, 5, 2015/06/30) */
Contact Name and Title: [redacted] CS Mgr.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@pedstores.com
I am sorry, but our stance does not change. The customer cannot return a gas powered piece of equipment. If he feels the item is...
not working properly, he will need to take the snow blower to an authorized [redacted] service dealer for possible warranty work. The customer can call [redacted] at (XXX) XXX-XXXX or visit their website to locate the nearest service dealer to his location. That website is:
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I purchased this snow blower from Snow Blowers Direct, not from [redacted] does not sell any of their own equipment. So, my purchase relationship is with the vendor, Snow Blowers Direct only. I did however contact some [redacted] dealers within a reasonable distance from my location and the response from all was unanimous. They would not agree to repair a snow blower that was not purchased from their business.
Final Consumer Response /* (4200, 11, 2015/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I believe that the vendor, [redacted], is putting an unfair burden on me, the consumer. They marketed the snow blower to me via their website, and accepted my payment for purchase, but are leaving me with an inequitable burden to track down a repair business to which I am able to travel. The repair businesses in my vicinity have refused to accept warranty service for a new unit that they did not sell to me.
Final Business Response /* (4000, 13, 2015/07/08) */
Contact Name and Title: [redacted] CS Mgr.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@pedstores.com
As we stated on June 30 [redacted] service dealers are independent business and can set their own rules as to what they will service, but it would be highly unlikely that all service dealers in the customer's area are refusing to offer warranty service. If that is the case, then the customer needs to call Toro at (XXX) XXX-XXXX to report this. Please have the names of all service dealers you contacted so Toro can investigate this claim. They will assist the customer with locating a dealer that will work on his snow blower. Once again, Toro is his best line of defense to line up service.
Has the customer called [redacted] since we recommended this step on June 30? If not, then there is nothing else I can do for him at this time. [redacted] will help him find a service center near him that can perform warranty work.
My one and only experience with this company is totally and completely unsatisfactory. They do not guarantee customer satisfaction with product performance (also unsatisfactory). If it is unopened and unused, authorized returns within a very limited time carry a @ 25% restocking charge. Opened and used only once with unsatisfactory performance, tough luck. You own it; you're stuck with it. Company says products are guaranteed against factory defects only; otherwise, once used, no returns; no exchanges; no refunds.
Customer satisfaction is NOT in their vocabulary.
Initial Business Response /* (1000, 5, 2014/08/25) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@pedstores.com
We were notified on 8/20/14 that the customer received his air compressor and it was damaged. He stated that the damage was...
notated on freight companies log. Our Return Policy states:
Damaged Products
You must take the time to inspect the goods before you sign the delivery receipt from the carrier. If you sign the delivery receipt without inspecting the shipment you will be responsible for filing a freight claim and arranging for a repair or return of the damaged goods. Concealed damage claims must be reported immediately.
Suspect Damage
On occasion, the outer carton may look damaged, but the product inside the box is perfectly fine. If you suspect concealed damage, notate "Possible Freight Damage" on the delivery receipt while the driver is present. This way, if you discover later that the product is damaged, the remedy of a freight claim is less of a hassle.
Obvious Damage
Do not sign for damaged products. If your product arrives damaged, please (a) REFUSE DELIVERY and (b) Call Us Immediately so we can process the appropriate claims and coordinate an exchange for you.
Once we heard of the damage, we asked for photos to access the damage and determined that the unit could be repaired. We directed the customer to start the claim process with the carrier immediately. Time is very crucial with freight claims. The customer will need to contact an [redacted] service provider to order parts and do the repair. We suggest he call [redacted] at XXX-XXX-XXXX to obtain the name of the closest repair shop to him. All of the costs incurred by the customer should be submitted to the carrier for claim reimbursement. The customer did take photos so it is recommended he also send those to the carrier as part of the claim process.
The customer or his representatives should have refused the shipment but failed to do so and now they much work with the carrier for reimbursement of any damage and labor.
Initial Consumer Rebuttal /* (3000, 7, 2014/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Air Compressors direct has instruction to resolve issues which are not possible to execute. A) Power Equipment Direct dba Air Compressors Direct (PED) contracted with the shipping company the shipping company is requiring Power Equipment Direct (with their account number) to contact and initiate the claim, B)Power Equipment Direct dba Air Compressors Direct has not responded to requests to contact the shipper. C) They have given us their policy to refuse the shipment after the delivery was made. This company has abandoned us and I believe it is by design. I also believe they have deceitful business practices. We, in good faith, purchased a new compressor, they drop shipped it from a manufacture to us and will not help in coordinating a claim.
Final Business Response /* (4000, 9, 2014/08/26) */
The information the customer responded with is not accurate. We (PED) did not contract with the shipping company used to deliver the customer's order. The manufacturer, [redacted], did. Since we were not the shipper, we cannot file a claim on behalf of the customer. We do know from previous situations, that [redacted] will not file a claim for a shipment that was signed for by a customer and will insist the customer do so following the instructions we have already provided to the customer. If the carrier in question is telling the customer that PED must contact them to file a claim, they are mistaken. We DO NOT have an account with this carrier and cannot file a claim of any kind. If the customer wants to pursue this with [redacted] they can call them at XXX-XXX-XXXX. Be sure to reference PO# PEDXXXXXX.
The policy to refuse the shipment was posted on our website when the customer placed their order and when they submitted their order, they were agreeing to accept our policies. All of our policies are located in the Contact Us Section of our website.
Final Consumer Response /* (4200, 11, 2014/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This policy was not clear and this policy is different from most other forms of commerce which occur on the internet. I believe they have an intent to deceive. They have an IMPOSSIBLE POLICY TO RESOLVE damaged goods since we can not file a claim with the shipping company without them. We are bringing this to small claims in Orange County, CA.
Complaint: [redacted]
I am rejecting this response because:
Please read the initial complaint. The transmissions have been adjusted numerous times and both transmissions have already been replaced once and one of them has been replaced twice, along with several other repairs. The unit has more hours on it in the shop from repair work than I have put on it mowing my lawn. I have not used the unit since its last repair in fear other problems. This mower has been to the shop at least 12 different occasions in 12 months.
Complaint: [redacted]
I am rejecting this response because: Mowers Direct is laying off the problem on some third party as if they have no control or responsibility.The Free Shipping is a banner on their website that the third party picks up. MD could add 'on mowers' to the free shipping banner so that their policy would be accurately represented.Who is paying for the third party advertising, how is it that MD has no control over their representation. If the prices of the items that come up were mistaken would the response still be that they had no control and no obligation to fix, Just tell people that after they waste there time going through the effort to get to the site that the site that displays your name and represents your product incorrectly to potential customers is not something you want to address. For myself I found someplace else to buy the battery where they manage the representation of what they sell to the public.I wonder how many other potential sales are going the same way.
Sincerely,
[redacted]
The reason I am not accepting their offer is that they will be ripping my new snowblower apart to put in a new housing and I am afraid that I will have problems with the snowblower in the future if it is not reassembled properly. I paid for a brand new factory assembled snowblower and I will not be getting one after it ends up in the shop being taken apart and reassembled. All I asked them is to either refund my money or get me another brand new blower and they refuse to do it.
As long as the generator has not been used, we can issue a return call tag with [redacted]. Customer simply needs to tape the box shut and place outside his door. We will send full return instructions. Once received a full refund will be given.
We provided many reasonable solutions to resolve your issues, including sending replacement parts and offering you a substantial courtesy credit. Ultimately, we are arranging to return the mower and provide you with a full refund. While you may disagree, we by no means are taking the cheap and easy way out. Our desire and attempt to try to come to a fair agreement with you demonstrates that we cared about your satisfaction. Your request for a $500 credit, in addition to paying for parts and service is not reasonable expectation.
Dear Revdex.com:
As more fully described in the original complaint filed with you, Power Equipment Direct has failed to provide quality product in a timely manner and consistently lacked appropriate customer service or follow up. As we no longer have any faith that Power Equipment Direct will provide our company with the HVAC equipment that was ordered and paid for nearly two months ago, it has become necessary to send back the entire order, and receive a refund of all amounts paid ($4,032). This solution is not optimal and has cost our company thousands of dollars in project delays. However, I have reviewed the response made by the business in reference to complaint ID [redacted] and find the proposed resolution (of shipping back the entire order and receiving a full refund of $4,032) is satisfactory to me. The $4,032 refund should be processed by Power Equipment Direct no later than December 5, 2016 or we will be forced to file another complaint or seek to enforce this settlement agreement in a court of law.
Sincerely,
[redacted], PresidentSIXJWS, LP
We are fine with this. We will wait to hear from you after the parts are received to ensure you have gotten everything needed.
The customer received his [redacted] mower on March 10. He reported to us that same day that the throttle bracket was broken. He sent photos of the damage and we ordered the parts from [redacted]. They sent the customer the wrong parts. We reordered the parts again and they sent him the wrong parts again....
[redacted] states that the part has changed and the parts sent should work for him but the customer states they do not. We offered to have this mower picked up and returned to us for a full refund. This offer was made more than once but the customer declines that offer. At this point, there are no other parts to send per [redacted]. The only suggestions we have would be for the customer to contact [redacted] directly at [redacted] and voice his concern. Perhaps there is something else they can recommend. The other option is to take to an authorized [redacted] service dealer for inspection and repair. We can reimburse the customer for any transportation costs he incurs to get the mower to service. We simply need to see a copy of the receipt.
Initial Business Response /* (1000, 5, 2014/11/18) */
Contact Name and Title: [redacted] CS Mgr.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]
Customer contacted us on 11/17 reporting that his snow blower was not working. He ran it for a short time and now cannot get it...
restarted. He wanted us to take the unit back but per our Return Policy for gas powered equipment, the customer must have an authorized service dealer inspect the item to determine what the issue might be. If deemed a manufacturer defect it would be repaired under warranty. We explained this to the customer and provided him the name of service dealer [redacted] & [redacted] XXXXX Tel# (XXX) XXX-XXXX.
Customer told us that this service dealer would not look at the snow blower under warranty and that they wanted him to pay for repairs. We offered to call the service center to find out why the customer was told this but he refused and hung up on our representative. We took it upon ourselves to call [redacted] & [redacted] anyway and spoke with [redacted] and the service manager and we were told that they had no record of this customer calling them at all. We are not sure where the disconnect is, but the fact of the matter is that the customer must have this unit looked at by a service dealer before any further steps can be taken. The only reason that repairs would not be covered under the manufacturer's warranty would be due to customer abuse or neglect.
Initial Consumer Rebuttal /* (3000, 7, 2014/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is an out and out lie on multiple levels. My initial response from this company was and e-mail instructing me to contact the manufacturer to find out who the local service center is in my area and then to call the local service center to set-up an appointment to get it fixed under warranty. They did not provide me with any service center as stated, they basically blew me off, have e-mail to prove it. I called three service centers with-in a thirty mile radius of my zip code. None of them were willing to perform the work under warranty, all of them would "bill me and I would have to work out the details with the on-line company I bought it from, however had I bought it in their store it Would not be a problem in fact it would have been set up and tested before it left the store" (notice quotation marks). By the way, they have a huge back log and can't get it in for weeks. I didn't take names, times of the calls or record their response however you can follow the same process I went through and call these companies and tell them that you bought a snowblower on line and it doesn't run will they cover it under warranty? I'll bet you get the same response. After I got these responses I e-mailed the company explaining the responses, and asked them to call me. The only response I got was an e-mail saying that they are trying to contact the manufacturer, no return call. Waited all day for response, before leaving work I tried again to contact them by e-mail and phone. I was finally able to talk with someone and it became very apparent that this company had my money and felt no responsibility for making this a fair transaction. This company sold me a product with no means, plans or intention to support it after the sale, in the words of the representative "it's the service centers obligation to take care of the problem, it's not his".
I hung up the phone when the conversation was over, if the representative is saying that he was going to call the service center while I was on the phone that wasn't even possible the service center closed at 5:00 pm, the call took place on my way home from work 5:45ish Eastern time.
When he offered to call the service center I told him to "go for it, knock yourself out" I was assuming he would call when the store was actually open, like the following day. Why on earth would I refuse to have the representative call the service Center? This company is incredibly dishonest and their lies don't even make sense.
If he actually did contact a service center he did not contact me by e-mail or by phone regarding any of this conversation, Did he happen to ask [redacted] when I could get it looked at?
Final Consumer Response /* (4200, 11, 2014/11/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is getting really ridiculous and isn't going anywhere, however I do have to set the record straight once again, I told the representative that "he is Twisted after he told me that they have no obligation to me, its the service centers obligation to take care of the problem". I stand by my statement! This Snow blower direct took my money and sold me a defective unit and when I contacted them they sent me an email with the manufacturers contact information (blew me off). The three service centers I contacted were not willing to do the work under warranty. In essence this product had no warranty.
I have given up on trying to get Snowblowers direct to realize that they do have a responsibility to their customers after they take their money and ship a product. Hopefully the Revdex.com will have some influence by revoking Snowblowers directs membership and have them remove the Revdex.com logo from their web site. People like me have a certain expectation that when a customer has this logo on their web site that they can expect a certain degree of fairness in the sales transaction. For the credibility of the Revdex.com and for the sake of consumers please don't let this company exploit your organization and take advantage of the consumers you're trying to protect.
A member of my church took the snowblower and found it had a defective ignition coil, it cost me $52.00 for the coil and I paid him $100.00 for his work. This was a fairly cheap learning experience for me, please remove snowblowers directs Revdex.com membership and share my experience with others so they don't have to be subjected to this unethical organization.
Final Business Response /* (4000, 13, 2014/11/24) */
The customer also filed a complaint with [redacted], which we addressed. We were then contacted on November 21 by [redacted] with the following email:
"Thank you for getting back to me. I have spoken with the customer and he fixed the snow blower. That being said I will consider this case closed. I appreciate your help in the matter. Have a good weekend.
Best Regards,
[redacted] - The [redacted] Team"
The customer also states in his most recent response that he found the snow blower had a defective ignition coil that cost him $52.00 for the coil and $100.00 for labor. This repair would have been covered 100% under the manufacturer warranty. I know the customer stated that he was not getting results from the service dealers, which is why we offered to assist. If you read our last reply we stated: "If the customer is being told by a service center that they refuse to work on his snow blower because he bought it on line or that he has to pay for repairs and that he has to deal with warranty reimbursement with us, then we need the name of the service center and the name of the person that told him this so we can address this directly with [redacted] Regarding a backlog of 2 weeks. That would not be unusual for this time of year as many service dealers also do repairs on lawn mowers and other gas powered equipment besides snow blowers." We were never given that information and therefore did not have an opportunity to discuss this with [redacted] or the service center directly.
We feel we did everything in our power to try and assist the customer through the warranty process. It's unfortunate that he paid a warranty covered issue out of pocket but that was his choice and we are not able to reimburse him for his expenses.
This company is a mess, do not order from them, I had a damaged product come to me, and long story short, its been almost 2 months of being on the phone with them and I still dont have my $2000 back. Stay away from PED, they will rip you off, they have a terrible customer service team, and are of no help when you need it.
Initial Business Response /* (1000, 5, 2015/06/19) */
Contact Name and Title: [redacted] CS Mgr.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@pedstores.com
Mr. [redacted] placed his order on our website on 6/1/15. His order number is XXXXXX. We state on our website shipping policy...
with regards to shipping outside the U.S.
International Shipments:
"We currently do NOT ship internationally, including Canada and Puerto Rico. We can, however, ship to freight forwarders inside the United States. You would be responsible to coordinate and pay for the international shipment."
Mr. [redacted] contacted us previously on this matter. We responded to him in writing on June 17 as follows:
"Thank you for your recent order. You made a wise choice in the [redacted] air-cooled system as the feature sets and 22Kw of power output are exactly why I placed the same unit on my home. I've enjoyed the ease ease-of-use and trouble free operation of that model - I'm sure you will as well.
Sadly, although you bought the right equipment, I understand you are upset due to your intent to export the machinery.
We do not ship outside the United States as we are not a registered exporter. Our web site clearly states that we only ship to points within the United States and that we do not process or support international shipments. As a retailer, our sale to you was completed upon fulfillment to the ship-to address you supplied on your order. As such, there should be no surprises that our business name and tax ID cannot be used on your export paperwork. It would also not surprise you to learn that the above is not grounds for legal battles and attempted chargebacks. The solution resides in determining how you wish to export to the goods & I'm certain your freight forwarder can help you with this.
I believe the exporting can be done simply and without undue hassles or delays. If you decide, for whatever reason, not to ship the goods outside [redacted] you are free to return the goods under our return policy. Simply put, I'm suggesting that there is no need to fight us - we did nothing wrong and will try to support you the best we can."
Unfortunately, we are not able to assist the customer with his export.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
From your website,
"International Shipments
We currently do NOT ship internationally, including Canada and Puerto Rico.
We can, however, ship to freight forwarders inside the United States. You would be responsible to coordinate and pay for the international shipment."
I also verified that you would be providing all relavant paperwork with a phone call you. An ein # is a must for any freight forwarder to transport anything over $2500. I'm not asking for a top secret password. The ein is your federal id number and you are required by federal law to provide.
There is currently a $5000 generator sitting in a wharehouse in Miami that can't be shipped. [redacted] kind of shady business are you running? How does it in any way hurt you to provide the requested info?
Final Business Response /* (4000, 9, 2015/06/30) */
Contact Name and Title: [redacted] CS Mgr.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@pedstores.com
On June 16 we sent the following to the customer "We do not provide exporting service and are not required by law to provide our EIN for customers that export our products. If you want to proceed with returning your items, we would be happy to assist you. Please be aware that returns are subject to potential restock fees. Shipping fees will also be deducted from your refund amount."
Again, We do not ship outside the United States as we are not a registered exporter. Our web site clearly states that we only ship to points within the United States and that we do not process or support international shipments. As a retailer, our sale to you was completed upon fulfillment to the ship-to address you supplied on your order. The solution resides in determining how you wish to export to the goods and I'm certain your freight forwarder can help you with this.
We again extend the offer to let the customer make a return by following our Return Policy. The customer has until July 8 to decide if he wants to proceed with a return. After that date, the offer for a return is null and void.
We apologize for the customer's frustration over this issue. Our normal process for a dead battery is to have the customer buy a battery locally and send us the receipt for reimbursement. When it was reported that the mower was not running properly, we offered to pay shipping to have the mower...
picked up and sent to a service dealer to have it looked and and possibly repaired under warranty but the customer did not want to do this. Against our return policy, we agreed to return the mower. All of our notes indicate that the customer was told that the Round Trip Freight for this shipment was $424.22 and that we agreed to split that with him. His portion of the freight costs to return this item would be $212.11.
On 4/6/16 we issued a credit in the amount of $2,150.44 to the customer's Synchrony financing account. This credit represents the original purchase price of $2,299.00 plus $63.55 for the battery reimbursement minus $212.11 for shipping one way. If there is any further information you need, please let me know.
Initial Business Response /* (1000, 5, 2014/12/22) */
Contact Name and Title: [redacted] CS Mgr.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]
We have approved the customer's snow blower for return for a full refund. We are currently working with the customer to arrange...
for the pick up and return. Once that has been completed, we will process the customer's refund.
Complaint: [redacted]
I am rejecting this response because:I bought my lawn tractor on good faith form a company that I thought was honest and fair. I have had issues since day one of the receipt of this tractor. If I had bought it locally I could have already had it returned a month ago and had a functioning tractor to cut my lawn and complete my yard work. Why should I have to be punished and wait and see what is wrong with this mower just because I purchased on line. Also they do not explain anywhere that I saw that they do accept returns that I have to go to the manufacture that they wont take it back. I have heard nothing from them since my original emails were sent. I have emailed them since. as for them reimbursing me NO money will leave my pocket I am not paying 1 cent for that tractor or its transportation to or from that shop that is over 35 miles away form my home. I want a full refund of my money I am not paying a restocking fee or any fee this is their product that they sell as stated if I bought it locally it would have already been returned and I would have a new mower cutting my grass today.
Sincerely,
[redacted]
Complaint: 12155952
I am rejecting this response because:I have a problem with the engine for them to fall on the statement that they will not accept a return of a gas powered lawn tractor after is fueled for a problem that could only be found after the engine as turned on is just a excuse. How does someone know if the engine is working if they don't start it??? How can any customer now trust that the product they receive is functioning with out starting it??? I am not a physic I can not look at something and see that the engine is ok without starting it. If this was dropped of the back of a truck and was damaged Physically Why yes I could refuse the shipment all together then. NOT IN THE CASE OF A RUNNING ENGINE ISSUE. Again if this was [redacted] or [redacted] I would be cutting my 5 [redacted] right now!!
Sincerely,
[redacted]
When a snowblower is delivered, there are a few simple steps that need to be followed as it requires some minor assembly. A manual is provided that walks consumers through the process. And all of the assembly items are included with the unit. The email we received from the customer...
seemed to imply that the snowblower was not working. Per our agreement with the manufacturer, the customer was referred to their service network for technical support. However, when they were advised that the issue was with how the unit needed to be assembled, the service provider suggested they use the manual and How To videos as resources to guide them through the assembly.Our Product Expert has been in contact with the customer and has been able to identify the issue so that they can complete the assembly. We believe this matter has been resolved and the snowblower has been assembled and is working.
I ordered the Slush Plow. To start the product is cheaply made from cheap plastic polymer. The instructions on assembly are of poor quality. They look like someone made black & white photocopies and the ink was near empty. They also suggest going on [redacted] for assembly instructions, however the video is of poor quality. There is no explanation that I found that described what the plow was made of, however I admit I assumed it was metal or of better quality. Don't waste your money. Free shipping is a joke from Snow Blowers Direct. In fine print in the bottom of the online check out this is all I see upon investigation. (By submitting your order, you agree to Snow Blowers Direct's Privacy and Return Policies.) Needless to say that when you return an item you get charged for that "free" shipping and then have to pay out of your pocket again and make arrangements to ship it back. Also depending on how the original packaging is you may be subject to a 25% restocking fee. Last thing this item probably costs maybe $15-$20.00 to manufacturer, but for the $279.99-$329.99 its not worth the money. I feel that their free shipping is deceitful to say the least.
Initial Business Response /* (1000, 5, 2015/06/30) */
Contact Name and Title: [redacted] CS Mgr.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@pedstores.com
I am sorry, but our stance does not change. The customer cannot return a gas powered piece of equipment. If he feels the item is...
not working properly, he will need to take the snow blower to an authorized [redacted] service dealer for possible warranty work. The customer can call [redacted] at (XXX) XXX-XXXX or visit their website to locate the nearest service dealer to his location. That website is:
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I purchased this snow blower from Snow Blowers Direct, not from [redacted] does not sell any of their own equipment. So, my purchase relationship is with the vendor, Snow Blowers Direct only. I did however contact some [redacted] dealers within a reasonable distance from my location and the response from all was unanimous. They would not agree to repair a snow blower that was not purchased from their business.
Final Consumer Response /* (4200, 11, 2015/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I believe that the vendor, [redacted], is putting an unfair burden on me, the consumer. They marketed the snow blower to me via their website, and accepted my payment for purchase, but are leaving me with an inequitable burden to track down a repair business to which I am able to travel. The repair businesses in my vicinity have refused to accept warranty service for a new unit that they did not sell to me.
Final Business Response /* (4000, 13, 2015/07/08) */
Contact Name and Title: [redacted] CS Mgr.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@pedstores.com
As we stated on June 30 [redacted] service dealers are independent business and can set their own rules as to what they will service, but it would be highly unlikely that all service dealers in the customer's area are refusing to offer warranty service. If that is the case, then the customer needs to call Toro at (XXX) XXX-XXXX to report this. Please have the names of all service dealers you contacted so Toro can investigate this claim. They will assist the customer with locating a dealer that will work on his snow blower. Once again, Toro is his best line of defense to line up service.
Has the customer called [redacted] since we recommended this step on June 30? If not, then there is nothing else I can do for him at this time. [redacted] will help him find a service center near him that can perform warranty work.
My one and only experience with this company is totally and completely unsatisfactory. They do not guarantee customer satisfaction with product performance (also unsatisfactory). If it is unopened and unused, authorized returns within a very limited time carry a @ 25% restocking charge. Opened and used only once with unsatisfactory performance, tough luck. You own it; you're stuck with it. Company says products are guaranteed against factory defects only; otherwise, once used, no returns; no exchanges; no refunds.
Customer satisfaction is NOT in their vocabulary.
Initial Business Response /* (1000, 5, 2014/08/25) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@pedstores.com
We were notified on 8/20/14 that the customer received his air compressor and it was damaged. He stated that the damage was...
notated on freight companies log. Our Return Policy states:
Damaged Products
You must take the time to inspect the goods before you sign the delivery receipt from the carrier. If you sign the delivery receipt without inspecting the shipment you will be responsible for filing a freight claim and arranging for a repair or return of the damaged goods. Concealed damage claims must be reported immediately.
Suspect Damage
On occasion, the outer carton may look damaged, but the product inside the box is perfectly fine. If you suspect concealed damage, notate "Possible Freight Damage" on the delivery receipt while the driver is present. This way, if you discover later that the product is damaged, the remedy of a freight claim is less of a hassle.
Obvious Damage
Do not sign for damaged products. If your product arrives damaged, please (a) REFUSE DELIVERY and (b) Call Us Immediately so we can process the appropriate claims and coordinate an exchange for you.
Once we heard of the damage, we asked for photos to access the damage and determined that the unit could be repaired. We directed the customer to start the claim process with the carrier immediately. Time is very crucial with freight claims. The customer will need to contact an [redacted] service provider to order parts and do the repair. We suggest he call [redacted] at XXX-XXX-XXXX to obtain the name of the closest repair shop to him. All of the costs incurred by the customer should be submitted to the carrier for claim reimbursement. The customer did take photos so it is recommended he also send those to the carrier as part of the claim process.
The customer or his representatives should have refused the shipment but failed to do so and now they much work with the carrier for reimbursement of any damage and labor.
Initial Consumer Rebuttal /* (3000, 7, 2014/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Air Compressors direct has instruction to resolve issues which are not possible to execute. A) Power Equipment Direct dba Air Compressors Direct (PED) contracted with the shipping company the shipping company is requiring Power Equipment Direct (with their account number) to contact and initiate the claim, B)Power Equipment Direct dba Air Compressors Direct has not responded to requests to contact the shipper. C) They have given us their policy to refuse the shipment after the delivery was made. This company has abandoned us and I believe it is by design. I also believe they have deceitful business practices. We, in good faith, purchased a new compressor, they drop shipped it from a manufacture to us and will not help in coordinating a claim.
Final Business Response /* (4000, 9, 2014/08/26) */
The information the customer responded with is not accurate. We (PED) did not contract with the shipping company used to deliver the customer's order. The manufacturer, [redacted], did. Since we were not the shipper, we cannot file a claim on behalf of the customer. We do know from previous situations, that [redacted] will not file a claim for a shipment that was signed for by a customer and will insist the customer do so following the instructions we have already provided to the customer. If the carrier in question is telling the customer that PED must contact them to file a claim, they are mistaken. We DO NOT have an account with this carrier and cannot file a claim of any kind. If the customer wants to pursue this with [redacted] they can call them at XXX-XXX-XXXX. Be sure to reference PO# PEDXXXXXX.
The policy to refuse the shipment was posted on our website when the customer placed their order and when they submitted their order, they were agreeing to accept our policies. All of our policies are located in the Contact Us Section of our website.
Final Consumer Response /* (4200, 11, 2014/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This policy was not clear and this policy is different from most other forms of commerce which occur on the internet. I believe they have an intent to deceive. They have an IMPOSSIBLE POLICY TO RESOLVE damaged goods since we can not file a claim with the shipping company without them. We are bringing this to small claims in Orange County, CA.
Complaint: [redacted]
I am rejecting this response because:
Please read the initial complaint. The transmissions have been adjusted numerous times and both transmissions have already been replaced once and one of them has been replaced twice, along with several other repairs. The unit has more hours on it in the shop from repair work than I have put on it mowing my lawn. I have not used the unit since its last repair in fear other problems. This mower has been to the shop at least 12 different occasions in 12 months.
Please help.
Thank you,
[redacted]
Sincerely,
[redacted]