Standard Tools and Equipment

Initial Business Response / [redacted] (1000, 6, 2015/06/30) */ In regards to this complaint from Mr. [redacted] ***, I believe that this issue was filed with your office before we had ample time to try and assist with this issue. Since then, I believe the issue has been resolved. I have paperwork I... would be happy to send that was signed by Mrs. [redacted] on June 5, 2015, the lift was shipped using an independent freight company, in this case by [redacted] and was shipped FOB from our dock. As I am sure you are aware, we are unable to control a third-party freight company and have little control over if a shipment is lost is transit. However, we always take every measure we have available to try and assist our customers. In this case, Mr. ***'s other items in the order were delivered and his lift was not. [redacted] lost his lift temporarily. Mrs. [redacted] called us on 6/22/15, but we were unable to get a word in and were promptly hung up on. When we could speak with them, we suggested they call [redacted] directly to inquire about his lift. We had supplied him with shipment information and a tracking number once his order shipped. We understood his frustration and were trying to assist him the best we could. We also contacted the freight lines to try and assess the situation. [redacted] found the lift and delivered to Mr. [redacted] on June 23, 2015. Once the lift was delivered, we reached out to our contact at [redacted] and asked that Mr. ***'s shipping charges be refunded due to the issues he encountered. They agreed to refund $575 to us and we in turn will credit Mr. ***'s account. We informed Mrs. [redacted] of the refund and hoped that it would make up for the $400 they were out of pocket for the shipping issues. We were also informed that part of the lift (the hydraulic tank) was damaged in shipping. Although they did not sign for the delivery as damaged, and again, it is something that needs to be filed with [redacted] (also clearly stated in our Terms and Conditions) we shipped them a new hydraulic tank at no charge on June 24, 2015 as an act of good faith and trying to make Mr. [redacted] a satisfied customer again. The last communication we had from Mrs. [redacted] was an email on June 25, 2015. It is attached. Here is a portion of her email: "I have instructed my attorney that if we should receive reimbursement, I want to drop all pending litigation against your company and would be willing to retract any/all bad reviews I have left in various locations online. I will continue to pursue reimbursement for the forklift charges with [redacted] and remove your company from that. I received the notification of the shipment from UPS regarding the replacement hydraulic cylinder thank you for that. I do want to apologize to you for anything I may have said or done that may have upset you in this long and arduous journey to get a 4 post lift to our business I understand that this isn't your fault. We purchased a 2 post lift from your company last year along with several other items and it went very well probably why I was so very upset with how things went this time. I am still upset but have calmed down considerably." Eagle Equipment stands behind our products and our service. We go above and beyond to service our clients, even when we are not responsible for the issues. We want them to get their Eagle products, use them and love them. I believe we gave great service to Mr. and Mrs. [redacted] in the midst of an uncontrollable shipping issue that was ultimately resolved. Unfortunately, Mr. [redacted] did not give us very much time to try and resolve this issue on his behalf with [redacted] before filing a complaint with your office, as well as write terrible reviews about us on social media and Google. Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/07/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) At this time, I still have not received the reimbursement of the shipping charges as promised in several emails. I have waited to respond hoping I would receive it and I could drop this. I am afraid if I accept this and never receive the reimbursement, I will end up having to take further action that I don't want to do. It was mailed (per [redacted] on July 7, 2015 and I just checked the mail and have not received it yet. Once I am in receipt of it, I will revisit this. Final Business Response / [redacted] (4000, 10, 2015/07/21) */ From: [redacted] Sent: Friday, July 17, 2015 10:16 AM To: [redacted] Subject: FW: BBB Complaint Case# [redacted] (Ref#XX-XXXXXXX-XXXXXXXX-X-XXXX) ***: The refund check for $575 cleared our bank on July 15th. I don't have any other response than this. We did what we told the customer we would do. [redacted] Final Consumer Response / [redacted] (2000, 12, 2015/07/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) I tried to come in to this to close the case upon receipt of the check and it wouldn't let me close it until the company responded. The company did what they said they would do and I am happy with the outcome/resolution. This case can be closed.

Initial Business Response /* (1000, 6, 2015/06/30) */
In regards to this complaint from Mr. [redacted], I believe that this issue was filed with your office before we had ample time to try and assist with this issue. Since then, I believe the issue has been resolved.
I have paperwork I...

would be happy to send that was signed by Mrs. [redacted] on June 5, 2015, the lift was shipped using an independent freight company, in this case by [redacted] and was shipped FOB from our dock. As I am sure you are aware, we are unable to control a third-party freight company and have little control over if a shipment is lost is transit. However, we always take every measure we have available to try and assist our customers.
In this case, Mr. [redacted]'s other items in the order were delivered and his lift was not. [redacted] lost his lift temporarily. Mrs. [redacted] called us on 6/22/15, but we were unable to get a word in and were promptly hung up on. When we could speak with them, we suggested they call [redacted] directly to inquire about his lift. We had supplied him with shipment information and a tracking number once his order shipped. We understood his frustration and were trying to assist him the best we could. We also contacted the freight lines to try and assess the situation.
[redacted] found the lift and delivered to Mr. [redacted] on June 23, 2015. Once the lift was delivered, we reached out to our contact at [redacted] and asked that Mr. [redacted]'s shipping charges be refunded due to the issues he encountered. They agreed to refund $575 to us and we in turn will credit Mr. [redacted]'s account. We informed Mrs. [redacted] of the refund and hoped that it would make up for the $400 they were out of pocket for the shipping issues.
We were also informed that part of the lift (the hydraulic tank) was damaged in shipping. Although they did not sign for the delivery as damaged, and again, it is something that needs to be filed with [redacted] (also clearly stated in our Terms and Conditions) we shipped them a new hydraulic tank at no charge on June 24, 2015 as an act of good faith and trying to make Mr. [redacted] a satisfied customer again.
The last communication we had from Mrs. [redacted] was an email on June 25, 2015. It is attached. Here is a portion of her email: "I have instructed my attorney that if we should receive reimbursement, I want to drop all pending litigation against your company and would be willing to retract any/all bad reviews I have left in various locations online. I will continue to pursue reimbursement for the forklift charges with [redacted] and remove your company from that. I received the notification of the shipment from UPS regarding the replacement hydraulic cylinder thank you for that. I do want to apologize to you for anything I may have said or done that may have upset you in this long and arduous journey to get a 4 post lift to our business I understand that this isn't your fault. We purchased a 2 post lift from your company last year along with several other items and it went very well probably why I was so very upset with how things went this time. I am still upset but have calmed down considerably."
Eagle Equipment stands behind our products and our service. We go above and beyond to service our clients, even when we are not responsible for the issues. We want them to get their Eagle products, use them and love them. I believe we gave great service to Mr. and Mrs. [redacted] in the midst of an uncontrollable shipping issue that was ultimately resolved. Unfortunately, Mr. [redacted] did not give us very much time to try and resolve this issue on his behalf with [redacted] before filing a complaint with your office, as well as write terrible reviews about us on social media and Google.
Initial Consumer Rebuttal /* (3000, 8, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
At this time, I still have not received the reimbursement of the shipping charges as promised in several emails. I have waited to respond hoping I would receive it and I could drop this. I am afraid if I accept this and never receive the reimbursement, I will end up having to take further action that I don't want to do. It was mailed (per [redacted] on July 7, 2015 and I just checked the mail and have not received it yet. Once I am in receipt of it, I will revisit this.
Final Business Response /* (4000, 10, 2015/07/21) */
From: [redacted]
Sent: Friday, July 17, 2015 10:16 AM
To: [redacted]
Subject: FW: Revdex.com Complaint Case# [redacted] (Ref#XX-XXXXXXX-XXXXXXXX-X-XXXX)

[redacted]: The refund check for $575 cleared our bank on July 15th. I don't have any other response than this. We did what we told the customer we would do. **
Final Consumer Response /* (2000, 12, 2015/07/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I tried to come in to this to close the case upon receipt of the check and it wouldn't let me close it until the company responded. The company did what they said they would do and I am happy with the outcome/resolution. This case can be closed.