Revdex.com complaint was submitted on 9/23/9:04:PM and was assigned an ID of [redacted] Customer Information: [redacted] Daytime Phone: [redacted] E-mail: ***@uniqconcrete.com SteamBrite invoice [redacted] dated 8/22/ Customer purchased two CASAuto scrubbers from www.steam-brite.com Please note “all sales are final” as the customer does have a full factory warranty with any machine they useOnce they use it, it is not returnable but the factory will support having it fixedNew equipment is returnable with a 25% restocking feeThe customer would be responsible for shipping charges and any remaining balance would be issued as store creditA summary of the agreement is posted below and at http://www.steam-brite.com/conditions.php The price paid for the equipment was based on this policyThis item sell for $and if the customer want to pay retail and have a different policy, they would have had to purchase from a different dealerThe customer did send an email to us inside of the required day mark to return the second CASbut is only returnable if brand new in the factory sealed box and in a condition that would us the ability to sell to a new customerThe terms of purchase are below: “DIFFERING TERMS: These terms and conditions contain the complete and final agreement between Steambrite and the buyer and their agents and assignsNo terms or conditions of purchase orders different from the terms and conditions set forthe herein will become a part of any transaction between Steambrite, and buyer unless specifically approved in writing by SteambriteThese Terms and Conditions are for all orders processed through Steambrite, and are not limited solely to orders handled via the website · In the course of standard business practice, we occasionally will "Drop Ship" items to our customers directly from certain manufacturersThis results in a savings to the customer in both time and financesUsually shipments take from 7-working days to deliverOccassionally it may take a bit longerIf you have not received your shipment within working days (weeks) e-mail us for resolution at: [email protected] · Our return policy is no refunds, exchanges, or company credits on special or custom orders · All tracking, warranty, shipping claims, and returns must be done by email · Special orders include and not limited to equipment purchased just before, during or after a natural disaster, out of stock items, custom manufactured items, or items that are not normally stocked and orders over $ · We will gladly accepts returns within days from the date the product was ordered for company creditThe customer is responsible for any applicable shipping charges associated with the product's safe return · Only orders placed by fax, email, and on-line ("orders placed in writing") can be guaranteed accurate · No refund on the shipping and insurance charges (This includes items sold under a "Free Shipping" Promotion)All items have a 25% restocking fee on new/unused items in original boxThe 25% restock fee is reduced to 5.00% on orders canceled before the item is shippedAll credits are issued in the form of a store credit, funds will not be returned to the credit card · Used, or refurbished equipment cannot be returned for any reason · Please note that if you make a payment through paypal.com and the item has been discontinued, out of stock, shipping has been delayed, cost extra to ship because you are located out of country, or the item is too large to be delivered to a residence OR the item is not the color you want, neither Paypal.com nor SteamBrite.com will refund any fees charged for processing the refundIf you cancel your order for any reason posted above or any other reason, these fees will not be refunded to youThe fees range between to 4% of the saleBefore you use PalPal.com as a payment option please consider this · The customer and or purchaser (here in after referred to as the 'Customer') of these goods sold by Steam Brite Supply / Steam-Brite.com agree to be responsible for the value of these items should they choose not to answer the door, or choose not be home at the time and point of delivery (whether intentional or not.) The Customer further agrees that once the delivery company provides information that the product(s)/supplies were left at the door, a shipping claim for lost, stolen, un-delivered goods cannot be made, for it is not the responsibility of Steam-Brite.com or the delivery company to offer security at the customer's door stepIf the Customer does not feel comfortable with this policy, we recommend that the delivery address be adjusted to accommodate a more secure location or to a location that someone can be available to sign for package(s)/suppliesThe Customer agrees that replacement of missing or stolen item are not to be re-shipped until they are re-ordered · By submitting an invoice online, you authorize Steambrite Supply to charge your credit card the amount of this invoice without the card being presentIn addition, on drop ship orders, if the manufacturer charges Steambrite Supply sales tax to deliver your merchandise to you, you will be responsible (when applicable) for those charges also · Freight quotes are as accurate as possible, However in the event that the actual bill comes in more than the amount that you were initially charged you understand and agree to pay the balance of this outstanding bill upon our receipt of the actual shipping chargeWe will, of course, provide you with a copy of the freight bill · On items that must be shipped by an 18-wheeler (Items too large to be shipped by fedex/UPS, or, individual items over lbs) An additional $or more residential delivery charge will be incured when orders are shipped to a home (delivery companies charges an extra $on average)If you fail to inform us that the delivery is going to a home, we will charge you when we recieve the frieght bill from the shipper · Almost all new extraction equipment is sold with a manufacturers one year parts warranty on pumps, vacuum motors and housingSuch items as hoses, O rings, fuses, switches, carbon brushes, wheels, heater elements, thermostats, etccome with a day manufacturers parts warrantyPlease mail warranty registration card in to manufacturer within days · The manufacture(s) and Steam Brite reserve the right to change exact specifications without notice on all equipment, including but not limited to color, manufacture origination, freight origin, origination of parts, typographical errors, etc · Shipping charges may be incurred to ship covered warranteed parts to and from the manufacturer and may not be reimbursed unless the optional onsite warranty is purchased along with the extended parts and labor warranty · Mold test kits, and chemicals are non-refundable under any and all conditions · Sale prices are only good on the date of the sale and do not apply to any previously placed ordersNo refunds or credits will be applied for any differences · On items that must be shipped by an 18-wheeler (Items too large to be shipped by fedex/UPS, or, individual items over lbs) An additional $or more residential delivery charge will be incured when orders are shipped to a home (delivery companies charges an extra $on average)If you fail to inform us that the delivery is going to a home, we will charge you when we recieve the frieght bill from the shipperIf the item with all its packing material including but not limited to the pallet weight more than lbs, the customer will be charged an additional $lift gate feeThis means that it is possible you could be charged for both home delivery and lift gate fees in addition to the regular shipping and insurance rateTo avoid these charges, please consider having your order held at the nearest trucking company local loading dock and you can just drive down the street and pick up your order DISCLAIMER OF WARRANTY: STEAMBRITE GIVES NO WARRANTY, EXPRESS OR IMPLIED, AS TO DESCRIPTION, QUALITY MERCHANTABILITY, FITNESS FOR ANY PARTICULAR PURPOSE, PRODUCTIVENESS, INFRINGEMENT, OR OTHER MATTER, OF ANY GOODS WHICH STEAMBRITE SHALL SUPPLYTHERE ARE NO WARRANTIES WHICH EXTEND BEYOND THE DESCRIPTION POSTEDSTEAMBRITE SHALL IN NO WAY BE RESPONSIBLE FOR THE PROPER USE AND APPLICATION OF THE GOODSSTEAMBRITE NEITHERASSUMES NOR AUTHORIZES ANY OTHER PERSON TO ASSUME FOR STEAMBRITE ANY OTHER LIABILITY IN CONNECTION WITH THE SALE OF THESE GOODS LIMITATION OF DAMAGES: THE REMEDY OF REPLACEMENT OR REPAIR OF ANY DEFECTIVE GOODS SHALL BE EXCLUSIVEIN NO EVENT SHALL STEAMBRITE BE LIABLE FOR ANY INCIDENTAL OR CONSEQUENTIAL DAMAGES PROPERTY DAMAGES, OR PERSONAL INJURIES Steam Brite Inc shall have no obligation or liability to buyer whether arising in contract (including warranty) tart (including active, passive or imputed negligence) other otherwise for loss of use, revenue or profit, or any other incidental or consequential damages with respect to any non-conformance or defect in any items provided here underYou our customer agrees to indemnify Steam Brite Inc and to hold it harmless from and against any and all claims, cost, liabilities, damages and expenses, including attorney's fees, resulting from personal injury or property damaged cased by the Products Warranty Disclaimer: Buyer's sole and exclusive remedy for defects in the products shall be as provided in the manufactures's warranty and any other rights provided by law against the manufacturerSteam Brite, Inc makes no other than as specified in this agreementAll other warranties, express or implied, including but not limited to, the implied warranties of merchantability and fitness for a particular purpose, are hereby disclaimed The validity, construction and performance of the agreement between Steambrite and buyer shall be governed by the laws of the State of Texas, without respect to the conflicts of laws principlesThe parties agree that the exclusive jurisdiction of any legal action arising from or related to this Agreement shall be in the State of Texas and no legal action shall be commenced elsewhereThe parties agree that the venue of any such legal action shall be Bexar County, Texas“ In summary, the factory does offer several options for service including local service centers, free part replacement, and even both parts and labor at the factoryThe used item would be repaired and shipped back to the customer as all sales are final on equipment that has been usedI can assure you neither the factory or Steambrite will purchase the equipment backThe time to disagree with the policy if before the purchase not after the purchaseWe cannot sell items at cost and then have the customer dictate there own policies after the saleIf the customer can return one of the CASin a brand new state in a factory sealed box they will receive $less restocking fee = $credit for their next purchase (customer pays shipping)If the customer wants to work on having the used unit fixed, we will help them determine what the factory needs from them to get this accomplishedThe warranty is with the factory and not Steambrite and the customer is subject to their warranty policy for this itemThe factory warranty is one year on motor, parts and labor and excludes shipping Thanks for your timeSteam-brite.com
Please read the attachment SteamBrite was actually doing [redacted] / [redacted] a favor to help sell some demo equipment We sold the machine, confirmed the order with the factory and then the factory, for what ever reason forgot to fill the order As far as the customer contacting SteamBrite, we have no record of any attempt as I figure the customer was emailing the email address that sent him the receipt for the order and not using any of the contact information posted on our website I placed the customer email address in the email 'search' box and nothing came back No email ever Our phones are answered hours a day, and not messages
Revdex.com complaint 9/23/11:00:AM and was
assigned an ID of ***
Customer Information:
*** *** ***
*** *** ***
*** * ** ***
*** *** ***
*** ***
Summary: Customer purchased a used machine owned by another individual with the understanding that “all sales final” though www.steam-brite.com website with posted terms at http://www.steam-brite.com/conditions.php
Please note it clearly states that “all tracking, warranty, shipping claims, and returns must be done by email.”
This customer has never sent an email to us on any issues, but even if he did email us and followed our recommondations, this machine was never owed by Steambrite, customer purchased a used machine over a year ago, and the machine was never supplied with a warranty
I will include a copy of invoice as it clearly showes the customer only paid $for a machine that he now asking $for after using it for over a yearThe invoice clearly shows that it was sold with a broken heater, sold as is, no warranty, and all sales are final
If this machine was brand new with a full one year factory warranty, this customer would still not qualify as the machine is now over a year old and warrany is a parts consideration and NOT an exchange policyCan you imagine with if you purchased a car with a new warranty, every time you took it to the dealer for service, the dealer would have to exchange your used car with a new car instead of fixing it??
I do not know what planet this customer is from, but here on Earth, warranties do not replace your equipment
Why doesnt this customer go buy a used car, drive it around for a year, brake it, return it to the dealer and demand that the dealer now pay $more for it and see how well that works out for him??
Please do not waste my time with this issue any more
Steam-Brite.com Supply
Complaint: [redacted]
I am rejecting this response because:
Business is unreasonable and unwilling to help or please the customer. Like I stated before I want to return both items for full store credit so I can order something that does work.
Regards,
[redacted]
Please read the attachment. SteamBrite was actually doing [redacted] / [redacted] a favor to help sell some demo equipment. We sold the machine, confirmed the order with the factory and then the factory, for what ever reason forgot to fill the order. As far as the...
customer contacting SteamBrite, we have no record of any attempt as I figure the customer was emailing the email address that sent him the receipt for the order and not using any of the contact information posted on our website. I placed the customer email address in the email 'search' box and nothing came back. No email ever. Our phones are answered 24 hours a day, and not messages.
Revdex.com complaint was submitted on 9/23/2014 9:04:57 PM and was assigned an ID of [redacted]
Customer Information:
[redacted]
Daytime Phone: [redacted]
E-mail: [redacted]@uniqconcrete.com
SteamBrite invoice [redacted] dated 8/22/14
Customer purchased two CAS16 Auto scrubbers from www.steam-brite.com
Please note “all sales are final” as the customer does have a full factory warranty with any machine they use. Once they use it, it is not returnable but the factory will support having it fixed. New equipment is returnable with a 25% restocking fee. The customer would be responsible for shipping charges and any remaining balance would be issued as store credit. A summary of the agreement is posted below and at http://www.steam-brite.com/conditions.php
The price paid for the equipment was based on this policy. This item sell for $1599 and if the customer want to pay retail and have a different policy, they would have had to purchase from a different dealer. The customer did send an email to us inside of the required 30 day mark to return the second CAS16 but is only returnable if brand new in the factory sealed box and in a condition that would us the ability to sell to a new customer. The terms of purchase are below:
“DIFFERING TERMS: These terms and conditions contain the complete and final agreement between Steambrite and the buyer and their agents and assigns. No terms or conditions of purchase orders different from the terms and conditions set forthe herein will become a part of any transaction between Steambrite, and buyer unless specifically approved in writing by Steambrite. These Terms and Conditions are for all orders processed through Steambrite, and are not limited solely to orders handled via the website.
· In the normal course of standard business practice, we occasionally will "Drop Ship" items to our customers directly from certain manufacturers. This results in a savings to the customer in both time and finances. Usually shipments take from 7-10 working days to deliver. Occassionally it may take a bit longer. If you have not received your shipment within 10 working days (2 weeks) e-mail us for resolution at: [email protected].
· Our return policy is no refunds, exchanges, or company credits on special or custom orders.
· All tracking, warranty, shipping claims, and returns must be done by email.
· Special orders include and not limited to equipment purchased just before, during or after a natural disaster, out of stock items, custom manufactured items, or items that are not normally stocked and orders over $5000
· We will gladly accepts returns within 30 days from the date the product was ordered for company credit. The customer is responsible for any applicable shipping charges associated with the product's safe return.
· Only orders placed by fax, email, and on-line ("orders placed in writing") can be guaranteed accurate.
· No refund on the shipping and insurance charges (This includes items sold under a "Free Shipping" Promotion). All items have a 25% restocking fee on new/unused items in original box. The 25% restock fee is reduced to 5.00% on orders canceled before the item is shipped. All credits are issued in the form of a store credit, funds will not be returned to the credit card.
· Used, or refurbished equipment cannot be returned for any reason.
· Please note that if you make a payment through paypal.com and the item has been discontinued, out of stock, shipping has been delayed, cost extra to ship because you are located out of country, or the item is too large to be delivered to a residence OR the item is not the color you want, neither Paypal.com nor SteamBrite.com will refund any fees charged for processing the refund. If you cancel your order for any reason posted above or any other reason, these fees will not be refunded to you. The fees range between 3 to 4% of the sale. Before you use PalPal.com as a payment option please consider this.
· The customer and or purchaser (here in after referred to as the 'Customer') of these goods sold by Steam Brite Supply / Steam-Brite.com agree to be responsible for the value of these items should they choose not to answer the door, or choose not be home at the time and point of delivery (whether intentional or not.) The Customer further agrees that once the delivery company provides information that the product(s)/supplies were left at the door, a shipping claim for lost, stolen, un-delivered goods cannot be made, for it is not the
responsibility of Steam-Brite.com or the delivery company to offer security at the customer's door step. If the Customer does not feel comfortable with this policy, we recommend that the delivery address be adjusted to accommodate a more secure location or to a location that someone can be available to sign for package(s)/supplies. The Customer agrees that replacement of missing or stolen item are not to be re-shipped until they are re-ordered.
· By submitting an invoice online, you authorize Steambrite Supply to charge your credit card the amount of this invoice without the card being present. In addition, on drop ship orders, if the manufacturer charges Steambrite Supply sales tax to deliver your merchandise to you, you will be responsible (when applicable) for those charges also.
· Freight quotes are as accurate as possible, However in the event that the actual bill comes in more than the amount that you were initially charged you understand and agree to pay the balance of this outstanding bill upon our receipt of the actual shipping charge. We will, of course, provide you with a copy of the freight bill.
· On items that must be shipped by an 18-wheeler (Items too large to be shipped by fedex/UPS, or, individual items over 110 lbs) An additional $75 or more residential delivery charge will be incured when orders are shipped to a home (delivery companies charges an extra $75 on average). If you fail to inform us that the delivery is going to a home, we will charge you when we recieve the frieght bill from the shipper.
· Almost all new extraction equipment is sold with a manufacturers one year parts warranty on pumps, vacuum motors and housing. Such items as hoses, O rings, fuses, switches, carbon brushes, wheels, heater elements, thermostats, etc. come with a 90 day manufacturers parts warranty. Please mail warranty registration card in to manufacturer within 10 days.
· The manufacture(s) and Steam Brite reserve the right to change exact specifications without notice on all equipment, including but not limited to color, manufacture origination, freight origin, origination of parts, typographical errors, etc...
· Shipping charges may be incurred to ship covered warranteed parts to and from the manufacturer and may not be reimbursed unless the optional onsite warranty is purchased along with the extended parts and labor warranty.
· Mold test kits, and chemicals are non-refundable under any and all conditions.
· Sale prices are only good on the date of the sale and do not apply to any previously placed orders. No refunds or credits will be applied for any differences.
· On items that must be shipped by an 18-wheeler (Items too large to be shipped by fedex/UPS, or, individual items over 110 lbs) An additional $75 or more residential delivery charge will be incured when orders are shipped to a home (delivery companies charges an extra $75 on average). If you fail to inform us that the delivery is going to a home, we will charge you when we recieve the frieght bill from the shipper. If the item with all its packing material including but not limited to the pallet weight more than 150 lbs, the customer will be charged an additional $75 lift gate fee. This means that it is possible you could be charged for both home delivery and lift gate fees in addition to the regular shipping and insurance rate. To avoid these charges, please consider having your order held at the nearest trucking company local loading dock and you can just drive down the street and pick up your order.
DISCLAIMER OF WARRANTY: STEAMBRITE GIVES NO WARRANTY, EXPRESS OR IMPLIED, AS TO DESCRIPTION, QUALITY MERCHANTABILITY, FITNESS FOR ANY PARTICULAR PURPOSE, PRODUCTIVENESS, INFRINGEMENT, OR OTHER MATTER, OF ANY GOODS WHICH STEAMBRITE SHALL SUPPLY. THERE ARE NO WARRANTIES WHICH EXTEND BEYOND THE DESCRIPTION POSTED. STEAMBRITE SHALL IN NO WAY BE RESPONSIBLE FOR THE PROPER USE AND APPLICATION OF THE GOODS. STEAMBRITE NEITHERASSUMES NOR AUTHORIZES ANY OTHER PERSON TO ASSUME FOR STEAMBRITE ANY OTHER LIABILITY IN CONNECTION WITH THE SALE OF THESE GOODS.
LIMITATION OF DAMAGES: THE REMEDY OF REPLACEMENT OR REPAIR OF ANY DEFECTIVE GOODS SHALL BE EXCLUSIVE. IN NO EVENT SHALL STEAMBRITE BE LIABLE FOR ANY INCIDENTAL OR CONSEQUENTIAL DAMAGES PROPERTY DAMAGES, OR PERSONAL INJURIES.
Steam Brite Inc shall have no obligation or liability to buyer whether arising in contract (including warranty) tart (including active, passive or imputed negligence) other otherwise for loss of use, revenue or profit, or any other incidental or consequential damages with respect to any non-conformance or defect in any items provided here under. You our customer agrees to indemnify Steam Brite Inc and to hold it harmless from and
against any and all claims, cost, liabilities, damages and expenses, including attorney's fees, resulting from personal injury or property damaged cased by the Products.
Warranty Disclaimer: Buyer's sole and exclusive remedy for defects in the products shall be as provided in the manufactures's warranty and any other rights provided by law against the manufacturer. Steam Brite, Inc makes no other than as specified in this agreement. All other warranties, express or implied, including but not limited to, the implied warranties of merchantability and fitness for a particular purpose, are hereby disclaimed.
The validity, construction and performance of the agreement between Steambrite and buyer shall be governed by the laws of the State of Texas, without respect to the conflicts of laws principles. The parties agree that the exclusive jurisdiction of any legal action arising from or related to this Agreement shall be in the State of Texas and no legal action shall be commenced elsewhere. The parties agree that the venue of any such legal action shall be Bexar County, Texas. “
In summary, the factory does offer several options for service including local service centers, free part replacement, and even both parts and labor at the factory. The used item would be repaired and shipped back to the customer as all sales are final on equipment that has been used. I can assure you neither the factory or Steambrite will purchase the equipment back. The time to disagree with the policy if before the purchase not after the purchase. We cannot sell items at cost and then have the customer dictate there own policies after the sale. If the customer can return one of the CAS16 in a brand new state in a factory sealed box they will receive $1190.42 less restocking fee = $892.82 credit for their next purchase (customer pays shipping). If the customer wants to work on having the used unit fixed, we will help them determine what the factory needs from them to get this accomplished. The warranty is with the factory and not Steambrite and the customer is subject to their warranty policy for this item. The factory warranty is one year on motor, parts and labor and excludes shipping.
Thanks for your time. Steam-brite.com
"We purchased carpet cleaning machine on 12/22/2014. On 4/21/2015, we contacted Steam Brite to inform them the pump was not working properly. It appears to be a defective pump. We asked for a replacement pump to be sent to us, and we would send the defective one back to Steam Brite. We placed the request, based on their New Equipment Warranty, which clearly states: Lifetime warranty on molded body parts, 2-YEARS ON VACUUM MOTORS AND PUMP, and 1 year on all electrical components. Steam Brite will not replace the pump." Answer: First of all the customer should quote the web page correctly. Visit http://www.steam-brite.com/clean-storm-12gal-500psi-dual-p-4626.html It states: "1 year on Pump." Machine is under warranty at this time. The Sandia Plastics factory warranty is against manufactured defects and is two years on Shuflo and Flojet pumps and one year on Pumptec pumps (this one) but excludes customer caused issues, wear items. #1 and foremost all warranty issues are handled by email only to [email protected]. Zero emails have been sent on any issues on this machine. This is stated on our website at: http://www.steam-brite.com/conditions.php "All tracking, warranty, shipping claims, and returns must be done by email." Calling the order line is not the correct course of action to resolve issues. #2. The customer would be required to ship the original pump back to us to confirm it really is broken as off 99% of all pump related issues are customer caused. Examples include: a) Customer has dirty water filters - note there are two filters on this machine, b) Customer sucked air into the pump and now the pump just needs to be vacuum primed. Read post at http://www.steam-bright.net/showthread.php?1-How-to-Prime-a-Pumptec-Pump&hig...⇄ and watch video at: https://www.google.com/url? sa=t&rct=j&q=&esrc=s&source=web&cd=1&cad=rja&uact=8&...⇄%3D85iilv_5HFE&ei=ILCmVaLcA4_UoASs45rYBw&usg=AFQjCNF44hnd81dBUMtzbFj9yVk...⇄ OjQ&sig2=eNNaMrin24WZ6Q3dqAbx8w&bvm=bv.97653015,bs.1,d.dmo c) Pressure regulator needs to be rebuild or just lubricated. Visit http://www.steam-brite.com/pumptec-25033a-repair-500510-models-p-4164.html d) Pump seals are worn because customer was using wrong or harsh chemicals in the pump, failing to rinse the pump after each use, letting the pump freeze by storing in service vehicle at night. Seal kits are wear items and not part of the factory warranty. Visit http://www.steam-brite.com/pumptec-10003-plunger-seals-repairs-p-8879.html In summary, the warranty is that the pump must be shipped in for warranty consideration and testing first. The parts warranty does not include labor or shipping cost. Only if deemed a warranty event would the pump be repaired. This is not a pump change out program. Let's compare this to other industry warranties: When I read the complaint, basically the customer just said if he purchases a new car and during the warranty period, the car dealer should be required to deliver a new car to the customer based on customer's word and before the dealer has an opportunity to inspect the car or attempt to fix the car. No industry just gives away free equipment just because a customer is having an issue. Please try all to resolve all the issues mentioned above and only after each step has been followed, then the customer can remove the pump and ship it in for testing. [redacted] Steam-Brite.com Supply
Complaint: [redacted]
I am rejecting this response because:
This unit sells online @ $1190,43. I've found plenty other sites selling it at this rate. Regardless of the pricing matter which is irrelevant here, I paid for something that arrived the defective, the auto scrubber is not...
sucking up the dirty water the way it is supposed to. The manufacture has advised me that since its brand new I should return it directly to the retailer for a refund. They also told me that this unit needs a few weeks of operation before it becomes effective. This retailer did not state any of it on their website. I believe they should accept both items back and issue a full refund or store credit if they wish and I will order something else that works.
Regards,
[redacted]
Customer wrote: Complaint: [redacted]
I am rejecting this response because:
This unit sells online @ $1190,43. I've found plenty other sites selling it at this rate. Regardless of the pricing matter which is irrelevant here, I paid for something that arrived the defective, the auto scrubber is not sucking up the dirty water the way it is supposed to. The manufacture has advised me that since its brand new I should return it directly to the retailer for a refund. They also told me that this unit needs a few weeks of operation before it becomes effective. This retailer did not state any of it on their website. I believe they should accept both items back and issue a full refund or store credit if they wish and I will order something else that works.
Regards,
[redacted]
10/7/14 Answer: First of all, again you have a full factory warranty for the used unit. If you want to work on getting this fixed please email photos with your invoice number to [email protected] for resolution. Please include any test you have run and explain what you think the machine is really doing. It is not OK to simply say 'it does not work,' for we have no idea what part(s) to send or even if you are using it correctly. You can also ship the broken unit to the factory and it will be fixed and then returned to you. 2nd if you did not agree to our terms, the time to complain about our terms it is before the purchase not after the purchase. Why you think you are exempt from these terms? I have reached out to the factory and confirmed that if the new - unused unit is returned brand new a restocking fee will still apply and the money will only be issued as store credit. We will be glad to exchange the Powrflite store credit to anything Steambrite sells but they have assured me that the money is not going to be returned to us - hence the reason our website states this same policy! They are not willing to waive this for you or me. In summary your above comment that the factory states 'just return to the retailer,' would be easily to say but states nothing about the money as it relates to any guarantees they will refund it to us so we can refund it to you. I will tell you the comment about the 'break in period' is not true. These machines work out of the box. The only thing to break in is the brush. To run a little smoother the bristles on the roll brush can lay over a bit, but the machine works either way. You state above "the auto scrubber is not sucking up the dirty water." If the vacuum motors turn on and the hose is not clogged and the squeegee touches the floor, it sucks up the water. Very straight forward operation. If you decide to ship back the new un-used unit you will have $892.81 store credit to us after the restocking fee (you pay the shipping.)
Factory warranty information is posted at http://www.steam-brite.com/powrflite-cas16-compact-automatic-scrubbergrout-clean...⇄
Steambrite
Revdex.com complaint was submitted on 9/23/9:04:PM and was assigned an ID of [redacted] Customer Information: [redacted] Daytime Phone: [redacted] E-mail: ***@uniqconcrete.com SteamBrite invoice [redacted] dated 8/22/ Customer purchased two CASAuto scrubbers from www.steam-brite.com Please note “all sales are final” as the customer does have a full factory warranty with any machine they useOnce they use it, it is not returnable but the factory will support having it fixedNew equipment is returnable with a 25% restocking feeThe customer would be responsible for shipping charges and any remaining balance would be issued as store creditA summary of the agreement is posted below and at http://www.steam-brite.com/conditions.php The price paid for the equipment was based on this policyThis item sell for $and if the customer want to pay retail and have a different policy, they would have had to purchase from a different dealerThe customer did send an email to us inside of the required day mark to return the second CASbut is only returnable if brand new in the factory sealed box and in a condition that would us the ability to sell to a new customerThe terms of purchase are below: “DIFFERING TERMS: These terms and conditions contain the complete and final agreement between Steambrite and the buyer and their agents and assignsNo terms or conditions of purchase orders different from the terms and conditions set forthe herein will become a part of any transaction between Steambrite, and buyer unless specifically approved in writing by SteambriteThese Terms and Conditions are for all orders processed through Steambrite, and are not limited solely to orders handled via the website · In the course of standard business practice, we occasionally will "Drop Ship" items to our customers directly from certain manufacturersThis results in a savings to the customer in both time and financesUsually shipments take from 7-working days to deliverOccassionally it may take a bit longerIf you have not received your shipment within working days (weeks) e-mail us for resolution at: [email protected] · Our return policy is no refunds, exchanges, or company credits on special or custom orders · All tracking, warranty, shipping claims, and returns must be done by email · Special orders include and not limited to equipment purchased just before, during or after a natural disaster, out of stock items, custom manufactured items, or items that are not normally stocked and orders over $ · We will gladly accepts returns within days from the date the product was ordered for company creditThe customer is responsible for any applicable shipping charges associated with the product's safe return · Only orders placed by fax, email, and on-line ("orders placed in writing") can be guaranteed accurate · No refund on the shipping and insurance charges (This includes items sold under a "Free Shipping" Promotion)All items have a 25% restocking fee on new/unused items in original boxThe 25% restock fee is reduced to 5.00% on orders canceled before the item is shippedAll credits are issued in the form of a store credit, funds will not be returned to the credit card · Used, or refurbished equipment cannot be returned for any reason · Please note that if you make a payment through paypal.com and the item has been discontinued, out of stock, shipping has been delayed, cost extra to ship because you are located out of country, or the item is too large to be delivered to a residence OR the item is not the color you want, neither Paypal.com nor SteamBrite.com will refund any fees charged for processing the refundIf you cancel your order for any reason posted above or any other reason, these fees will not be refunded to youThe fees range between to 4% of the saleBefore you use PalPal.com as a payment option please consider this · The customer and or purchaser (here in after referred to as the 'Customer') of these goods sold by Steam Brite Supply / Steam-Brite.com agree to be responsible for the value of these items should they choose not to answer the door, or choose not be home at the time and point of delivery (whether intentional or not.) The Customer further agrees that once the delivery company provides information that the product(s)/supplies were left at the door, a shipping claim for lost, stolen, un-delivered goods cannot be made, for it is not the responsibility of Steam-Brite.com or the delivery company to offer security at the customer's door stepIf the Customer does not feel comfortable with this policy, we recommend that the delivery address be adjusted to accommodate a more secure location or to a location that someone can be available to sign for package(s)/suppliesThe Customer agrees that replacement of missing or stolen item are not to be re-shipped until they are re-ordered · By submitting an invoice online, you authorize Steambrite Supply to charge your credit card the amount of this invoice without the card being presentIn addition, on drop ship orders, if the manufacturer charges Steambrite Supply sales tax to deliver your merchandise to you, you will be responsible (when applicable) for those charges also · Freight quotes are as accurate as possible, However in the event that the actual bill comes in more than the amount that you were initially charged you understand and agree to pay the balance of this outstanding bill upon our receipt of the actual shipping chargeWe will, of course, provide you with a copy of the freight bill · On items that must be shipped by an 18-wheeler (Items too large to be shipped by fedex/UPS, or, individual items over lbs) An additional $or more residential delivery charge will be incured when orders are shipped to a home (delivery companies charges an extra $on average)If you fail to inform us that the delivery is going to a home, we will charge you when we recieve the frieght bill from the shipper · Almost all new extraction equipment is sold with a manufacturers one year parts warranty on pumps, vacuum motors and housingSuch items as hoses, O rings, fuses, switches, carbon brushes, wheels, heater elements, thermostats, etccome with a day manufacturers parts warrantyPlease mail warranty registration card in to manufacturer within days · The manufacture(s) and Steam Brite reserve the right to change exact specifications without notice on all equipment, including but not limited to color, manufacture origination, freight origin, origination of parts, typographical errors, etc · Shipping charges may be incurred to ship covered warranteed parts to and from the manufacturer and may not be reimbursed unless the optional onsite warranty is purchased along with the extended parts and labor warranty · Mold test kits, and chemicals are non-refundable under any and all conditions · Sale prices are only good on the date of the sale and do not apply to any previously placed ordersNo refunds or credits will be applied for any differences · On items that must be shipped by an 18-wheeler (Items too large to be shipped by fedex/UPS, or, individual items over lbs) An additional $or more residential delivery charge will be incured when orders are shipped to a home (delivery companies charges an extra $on average)If you fail to inform us that the delivery is going to a home, we will charge you when we recieve the frieght bill from the shipperIf the item with all its packing material including but not limited to the pallet weight more than lbs, the customer will be charged an additional $lift gate feeThis means that it is possible you could be charged for both home delivery and lift gate fees in addition to the regular shipping and insurance rateTo avoid these charges, please consider having your order held at the nearest trucking company local loading dock and you can just drive down the street and pick up your order DISCLAIMER OF WARRANTY: STEAMBRITE GIVES NO WARRANTY, EXPRESS OR IMPLIED, AS TO DESCRIPTION, QUALITY MERCHANTABILITY, FITNESS FOR ANY PARTICULAR PURPOSE, PRODUCTIVENESS, INFRINGEMENT, OR OTHER MATTER, OF ANY GOODS WHICH STEAMBRITE SHALL SUPPLYTHERE ARE NO WARRANTIES WHICH EXTEND BEYOND THE DESCRIPTION POSTEDSTEAMBRITE SHALL IN NO WAY BE RESPONSIBLE FOR THE PROPER USE AND APPLICATION OF THE GOODSSTEAMBRITE NEITHERASSUMES NOR AUTHORIZES ANY OTHER PERSON TO ASSUME FOR STEAMBRITE ANY OTHER LIABILITY IN CONNECTION WITH THE SALE OF THESE GOODS LIMITATION OF DAMAGES: THE REMEDY OF REPLACEMENT OR REPAIR OF ANY DEFECTIVE GOODS SHALL BE EXCLUSIVEIN NO EVENT SHALL STEAMBRITE BE LIABLE FOR ANY INCIDENTAL OR CONSEQUENTIAL DAMAGES PROPERTY DAMAGES, OR PERSONAL INJURIES Steam Brite Inc shall have no obligation or liability to buyer whether arising in contract (including warranty) tart (including active, passive or imputed negligence) other otherwise for loss of use, revenue or profit, or any other incidental or consequential damages with respect to any non-conformance or defect in any items provided here underYou our customer agrees to indemnify Steam Brite Inc and to hold it harmless from and against any and all claims, cost, liabilities, damages and expenses, including attorney's fees, resulting from personal injury or property damaged cased by the Products Warranty Disclaimer: Buyer's sole and exclusive remedy for defects in the products shall be as provided in the manufactures's warranty and any other rights provided by law against the manufacturerSteam Brite, Inc makes no other than as specified in this agreementAll other warranties, express or implied, including but not limited to, the implied warranties of merchantability and fitness for a particular purpose, are hereby disclaimed The validity, construction and performance of the agreement between Steambrite and buyer shall be governed by the laws of the State of Texas, without respect to the conflicts of laws principlesThe parties agree that the exclusive jurisdiction of any legal action arising from or related to this Agreement shall be in the State of Texas and no legal action shall be commenced elsewhereThe parties agree that the venue of any such legal action shall be Bexar County, Texas“ In summary, the factory does offer several options for service including local service centers, free part replacement, and even both parts and labor at the factoryThe used item would be repaired and shipped back to the customer as all sales are final on equipment that has been usedI can assure you neither the factory or Steambrite will purchase the equipment backThe time to disagree with the policy if before the purchase not after the purchaseWe cannot sell items at cost and then have the customer dictate there own policies after the saleIf the customer can return one of the CASin a brand new state in a factory sealed box they will receive $less restocking fee = $credit for their next purchase (customer pays shipping)If the customer wants to work on having the used unit fixed, we will help them determine what the factory needs from them to get this accomplishedThe warranty is with the factory and not Steambrite and the customer is subject to their warranty policy for this itemThe factory warranty is one year on motor, parts and labor and excludes shipping Thanks for your timeSteam-brite.com
Please read the attachment SteamBrite was actually doing [redacted] / [redacted] a favor to help sell some demo equipment We sold the machine, confirmed the order with the factory and then the factory, for what ever reason forgot to fill the order As far as the customer contacting SteamBrite, we have no record of any attempt as I figure the customer was emailing the email address that sent him the receipt for the order and not using any of the contact information posted on our website I placed the customer email address in the email 'search' box and nothing came back No email ever Our phones are answered hours a day, and not messages
Revdex.com complaint 9/23/11:00:AM and was
assigned an ID of ***
Customer Information:
*** *** ***
*** *** ***
*** * ** ***
*** *** ***
*** ***
Summary: Customer purchased a used machine owned by another individual with the understanding that “all sales final” though www.steam-brite.com website with posted terms at http://www.steam-brite.com/conditions.php
Please note it clearly states that “all tracking, warranty, shipping claims, and returns must be done by email.”
This customer has never sent an email to us on any issues, but even if he did email us and followed our recommondations, this machine was never owed by Steambrite, customer purchased a used machine over a year ago, and the machine was never supplied with a warranty
I will include a copy of invoice as it clearly showes the customer only paid $for a machine that he now asking $for after using it for over a yearThe invoice clearly shows that it was sold with a broken heater, sold as is, no warranty, and all sales are final
If this machine was brand new with a full one year factory warranty, this customer would still not qualify as the machine is now over a year old and warrany is a parts consideration and NOT an exchange policyCan you imagine with if you purchased a car with a new warranty, every time you took it to the dealer for service, the dealer would have to exchange your used car with a new car instead of fixing it??
I do not know what planet this customer is from, but here on Earth, warranties do not replace your equipment
Why doesnt this customer go buy a used car, drive it around for a year, brake it, return it to the dealer and demand that the dealer now pay $more for it and see how well that works out for him??
Please do not waste my time with this issue any more
Steam-Brite.com Supply
Complaint: [redacted]
I am rejecting this response because:
Business is unreasonable and unwilling to help or please the customer. Like I stated before I want to return both items for full store credit so I can order something that does work.
Regards,
[redacted]
This complaint is so ridiculous I almost did not know how to respond to it...
Please read the attachment. SteamBrite was actually doing [redacted] / [redacted] a favor to help sell some demo equipment. We sold the machine, confirmed the order with the factory and then the factory, for what ever reason forgot to fill the order. As far as the...
customer contacting SteamBrite, we have no record of any attempt as I figure the customer was emailing the email address that sent him the receipt for the order and not using any of the contact information posted on our website. I placed the customer email address in the email 'search' box and nothing came back. No email ever. Our phones are answered 24 hours a day, and not messages.
Revdex.com complaint was submitted on 9/23/2014 9:04:57 PM and was assigned an ID of [redacted]
Customer Information:
[redacted]
Daytime Phone: [redacted]
E-mail: [redacted]@uniqconcrete.com
SteamBrite invoice [redacted] dated 8/22/14
Customer purchased two CAS16 Auto scrubbers from www.steam-brite.com
Please note “all sales are final” as the customer does have a full factory warranty with any machine they use. Once they use it, it is not returnable but the factory will support having it fixed. New equipment is returnable with a 25% restocking fee. The customer would be responsible for shipping charges and any remaining balance would be issued as store credit. A summary of the agreement is posted below and at http://www.steam-brite.com/conditions.php
The price paid for the equipment was based on this policy. This item sell for $1599 and if the customer want to pay retail and have a different policy, they would have had to purchase from a different dealer. The customer did send an email to us inside of the required 30 day mark to return the second CAS16 but is only returnable if brand new in the factory sealed box and in a condition that would us the ability to sell to a new customer. The terms of purchase are below:
“DIFFERING TERMS: These terms and conditions contain the complete and final agreement between Steambrite and the buyer and their agents and assigns. No terms or conditions of purchase orders different from the terms and conditions set forthe herein will become a part of any transaction between Steambrite, and buyer unless specifically approved in writing by Steambrite. These Terms and Conditions are for all orders processed through Steambrite, and are not limited solely to orders handled via the website.
· In the normal course of standard business practice, we occasionally will "Drop Ship" items to our customers directly from certain manufacturers. This results in a savings to the customer in both time and finances. Usually shipments take from 7-10 working days to deliver. Occassionally it may take a bit longer. If you have not received your shipment within 10 working days (2 weeks) e-mail us for resolution at: [email protected].
· Our return policy is no refunds, exchanges, or company credits on special or custom orders.
· All tracking, warranty, shipping claims, and returns must be done by email.
· Special orders include and not limited to equipment purchased just before, during or after a natural disaster, out of stock items, custom manufactured items, or items that are not normally stocked and orders over $5000
· We will gladly accepts returns within 30 days from the date the product was ordered for company credit. The customer is responsible for any applicable shipping charges associated with the product's safe return.
· Only orders placed by fax, email, and on-line ("orders placed in writing") can be guaranteed accurate.
· No refund on the shipping and insurance charges (This includes items sold under a "Free Shipping" Promotion). All items have a 25% restocking fee on new/unused items in original box. The 25% restock fee is reduced to 5.00% on orders canceled before the item is shipped. All credits are issued in the form of a store credit, funds will not be returned to the credit card.
· Used, or refurbished equipment cannot be returned for any reason.
· Please note that if you make a payment through paypal.com and the item has been discontinued, out of stock, shipping has been delayed, cost extra to ship because you are located out of country, or the item is too large to be delivered to a residence OR the item is not the color you want, neither Paypal.com nor SteamBrite.com will refund any fees charged for processing the refund. If you cancel your order for any reason posted above or any other reason, these fees will not be refunded to you. The fees range between 3 to 4% of the sale. Before you use PalPal.com as a payment option please consider this.
· The customer and or purchaser (here in after referred to as the 'Customer') of these goods sold by Steam Brite Supply / Steam-Brite.com agree to be responsible for the value of these items should they choose not to answer the door, or choose not be home at the time and point of delivery (whether intentional or not.) The Customer further agrees that once the delivery company provides information that the product(s)/supplies were left at the door, a shipping claim for lost, stolen, un-delivered goods cannot be made, for it is not the
responsibility of Steam-Brite.com or the delivery company to offer security at the customer's door step. If the Customer does not feel comfortable with this policy, we recommend that the delivery address be adjusted to accommodate a more secure location or to a location that someone can be available to sign for package(s)/supplies. The Customer agrees that replacement of missing or stolen item are not to be re-shipped until they are re-ordered.
· By submitting an invoice online, you authorize Steambrite Supply to charge your credit card the amount of this invoice without the card being present. In addition, on drop ship orders, if the manufacturer charges Steambrite Supply sales tax to deliver your merchandise to you, you will be responsible (when applicable) for those charges also.
· Freight quotes are as accurate as possible, However in the event that the actual bill comes in more than the amount that you were initially charged you understand and agree to pay the balance of this outstanding bill upon our receipt of the actual shipping charge. We will, of course, provide you with a copy of the freight bill.
· On items that must be shipped by an 18-wheeler (Items too large to be shipped by fedex/UPS, or, individual items over 110 lbs) An additional $75 or more residential delivery charge will be incured when orders are shipped to a home (delivery companies charges an extra $75 on average). If you fail to inform us that the delivery is going to a home, we will charge you when we recieve the frieght bill from the shipper.
· Almost all new extraction equipment is sold with a manufacturers one year parts warranty on pumps, vacuum motors and housing. Such items as hoses, O rings, fuses, switches, carbon brushes, wheels, heater elements, thermostats, etc. come with a 90 day manufacturers parts warranty. Please mail warranty registration card in to manufacturer within 10 days.
· The manufacture(s) and Steam Brite reserve the right to change exact specifications without notice on all equipment, including but not limited to color, manufacture origination, freight origin, origination of parts, typographical errors, etc...
· Shipping charges may be incurred to ship covered warranteed parts to and from the manufacturer and may not be reimbursed unless the optional onsite warranty is purchased along with the extended parts and labor warranty.
· Mold test kits, and chemicals are non-refundable under any and all conditions.
· Sale prices are only good on the date of the sale and do not apply to any previously placed orders. No refunds or credits will be applied for any differences.
· On items that must be shipped by an 18-wheeler (Items too large to be shipped by fedex/UPS, or, individual items over 110 lbs) An additional $75 or more residential delivery charge will be incured when orders are shipped to a home (delivery companies charges an extra $75 on average). If you fail to inform us that the delivery is going to a home, we will charge you when we recieve the frieght bill from the shipper. If the item with all its packing material including but not limited to the pallet weight more than 150 lbs, the customer will be charged an additional $75 lift gate fee. This means that it is possible you could be charged for both home delivery and lift gate fees in addition to the regular shipping and insurance rate. To avoid these charges, please consider having your order held at the nearest trucking company local loading dock and you can just drive down the street and pick up your order.
DISCLAIMER OF WARRANTY: STEAMBRITE GIVES NO WARRANTY, EXPRESS OR IMPLIED, AS TO DESCRIPTION, QUALITY MERCHANTABILITY, FITNESS FOR ANY PARTICULAR PURPOSE, PRODUCTIVENESS, INFRINGEMENT, OR OTHER MATTER, OF ANY GOODS WHICH STEAMBRITE SHALL SUPPLY. THERE ARE NO WARRANTIES WHICH EXTEND BEYOND THE DESCRIPTION POSTED. STEAMBRITE SHALL IN NO WAY BE RESPONSIBLE FOR THE PROPER USE AND APPLICATION OF THE GOODS. STEAMBRITE NEITHERASSUMES NOR AUTHORIZES ANY OTHER PERSON TO ASSUME FOR STEAMBRITE ANY OTHER LIABILITY IN CONNECTION WITH THE SALE OF THESE GOODS.
LIMITATION OF DAMAGES: THE REMEDY OF REPLACEMENT OR REPAIR OF ANY DEFECTIVE GOODS SHALL BE EXCLUSIVE. IN NO EVENT SHALL STEAMBRITE BE LIABLE FOR ANY INCIDENTAL OR CONSEQUENTIAL DAMAGES PROPERTY DAMAGES, OR PERSONAL INJURIES.
Steam Brite Inc shall have no obligation or liability to buyer whether arising in contract (including warranty) tart (including active, passive or imputed negligence) other otherwise for loss of use, revenue or profit, or any other incidental or consequential damages with respect to any non-conformance or defect in any items provided here under. You our customer agrees to indemnify Steam Brite Inc and to hold it harmless from and
against any and all claims, cost, liabilities, damages and expenses, including attorney's fees, resulting from personal injury or property damaged cased by the Products.
Warranty Disclaimer: Buyer's sole and exclusive remedy for defects in the products shall be as provided in the manufactures's warranty and any other rights provided by law against the manufacturer. Steam Brite, Inc makes no other than as specified in this agreement. All other warranties, express or implied, including but not limited to, the implied warranties of merchantability and fitness for a particular purpose, are hereby disclaimed.
The validity, construction and performance of the agreement between Steambrite and buyer shall be governed by the laws of the State of Texas, without respect to the conflicts of laws principles. The parties agree that the exclusive jurisdiction of any legal action arising from or related to this Agreement shall be in the State of Texas and no legal action shall be commenced elsewhere. The parties agree that the venue of any such legal action shall be Bexar County, Texas. “
In summary, the factory does offer several options for service including local service centers, free part replacement, and even both parts and labor at the factory. The used item would be repaired and shipped back to the customer as all sales are final on equipment that has been used. I can assure you neither the factory or Steambrite will purchase the equipment back. The time to disagree with the policy if before the purchase not after the purchase. We cannot sell items at cost and then have the customer dictate there own policies after the sale. If the customer can return one of the CAS16 in a brand new state in a factory sealed box they will receive $1190.42 less restocking fee = $892.82 credit for their next purchase (customer pays shipping). If the customer wants to work on having the used unit fixed, we will help them determine what the factory needs from them to get this accomplished. The warranty is with the factory and not Steambrite and the customer is subject to their warranty policy for this item. The factory warranty is one year on motor, parts and labor and excludes shipping.
Thanks for your time. Steam-brite.com
Revdex.com file: Account Number: ref # [redacted] Invoice 33019 dated 12/19/14. Item: 12-3500 Sandia Plastic's / Clean Storm Carpet cleaning machine Billing: Call [redacted]
[redacted]
[redacted] Customer complaint: Customer’s Statement of the Problem:...
"We purchased carpet cleaning machine on 12/22/2014. On 4/21/2015, we contacted Steam Brite to inform them the pump was not working properly. It appears to be a defective pump. We asked for a replacement pump to be sent to us, and we would send the defective one back to Steam Brite. We placed the request, based on their New Equipment Warranty, which clearly states: Lifetime warranty on molded body parts, 2-YEARS ON VACUUM MOTORS AND PUMP, and 1 year on all electrical components. Steam Brite will not replace the pump." Answer: First of all the customer should quote the web page correctly. Visit http://www.steam-brite.com/clean-storm-12gal-500psi-dual-p-4626.html It states: "1 year on Pump." Machine is under warranty at this time. The Sandia Plastics factory warranty is against manufactured defects and is two years on Shuflo and Flojet pumps and one year on Pumptec pumps (this one) but excludes customer caused issues, wear items. #1 and foremost all warranty issues are handled by email only to [email protected]. Zero emails have been sent on any issues on this machine. This is stated on our website at: http://www.steam-brite.com/conditions.php "All tracking, warranty, shipping claims, and returns must be done by email." Calling the order line is not the correct course of action to resolve issues. #2. The customer would be required to ship the original pump back to us to confirm it really is broken as off 99% of all pump related issues are customer caused. Examples include: a) Customer has dirty water filters - note there are two filters on this machine, b) Customer sucked air into the pump and now the pump just needs to be vacuum primed. Read post at http://www.steam-bright.net/showthread.php?1-How-to-Prime-a-Pumptec-Pump&hig...⇄ and watch video at: https://www.google.com/url? sa=t&rct=j&q=&esrc=s&source=web&cd=1&cad=rja&uact=8&...⇄ %3D85iilv_5HFE&ei=ILCmVaLcA4_UoASs45rYBw&usg=AFQjCNF44hnd81dBUMtzbFj9yVk...⇄ OjQ&sig2=eNNaMrin24WZ6Q3dqAbx8w&bvm=bv.97653015,bs.1,d.dmo c) Pressure regulator needs to be rebuild or just lubricated. Visit http://www.steam-brite.com/pumptec-25033a-repair-500510-models-p-4164.html d) Pump seals are worn because customer was using wrong or harsh chemicals in the pump, failing to rinse the pump after each use, letting the pump freeze by storing in service vehicle at night. Seal kits are wear items and not part of the factory warranty. Visit http://www.steam-brite.com/pumptec-10003-plunger-seals-repairs-p-8879.html In summary, the warranty is that the pump must be shipped in for warranty consideration and testing first. The parts warranty does not include labor or shipping cost. Only if deemed a warranty event would the pump be repaired. This is not a pump change out program. Let's compare this to other industry warranties: When I read the complaint, basically the customer just said if he purchases a new car and during the warranty period, the car dealer should be required to deliver a new car to the customer based on customer's word and before the dealer has an opportunity to inspect the car or attempt to fix the car. No industry just gives away free equipment just because a customer is having an issue. Please try all to resolve all the issues mentioned above and only after each step has been followed, then the customer can remove the pump and ship it in for testing. [redacted] Steam-Brite.com Supply
open attachment
Complaint: [redacted]
I am rejecting this response because:
This unit sells online @ $1190,43. I've found plenty other sites selling it at this rate. Regardless of the pricing matter which is irrelevant here, I paid for something that arrived the defective, the auto scrubber is not...
sucking up the dirty water the way it is supposed to. The manufacture has advised me that since its brand new I should return it directly to the retailer for a refund. They also told me that this unit needs a few weeks of operation before it becomes effective. This retailer did not state any of it on their website. I believe they should accept both items back and issue a full refund or store credit if they wish and I will order something else that works.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
I will not drop this because they should pay for what theyve done.
Regards,
[redacted]
Customer wrote: Complaint: [redacted]
I am rejecting this response because:
This unit sells online @ $1190,43. I've found plenty other sites selling it at this rate. Regardless of the pricing matter which is irrelevant here, I paid for something that arrived the defective, the auto scrubber is not sucking up the dirty water the way it is supposed to. The manufacture has advised me that since its brand new I should return it directly to the retailer for a refund. They also told me that this unit needs a few weeks of operation before it becomes effective. This retailer did not state any of it on their website. I believe they should accept both items back and issue a full refund or store credit if they wish and I will order something else that works.
Regards,
[redacted]
10/7/14 Answer: First of all, again you have a full factory warranty for the used unit. If you want to work on getting this fixed please email photos with your invoice number to [email protected] for resolution. Please include any test you have run and explain what you think the machine is really doing. It is not OK to simply say 'it does not work,' for we have no idea what part(s) to send or even if you are using it correctly. You can also ship the broken unit to the factory and it will be fixed and then returned to you. 2nd if you did not agree to our terms, the time to complain about our terms it is before the purchase not after the purchase. Why you think you are exempt from these terms? I have reached out to the factory and confirmed that if the new - unused unit is returned brand new a restocking fee will still apply and the money will only be issued as store credit. We will be glad to exchange the Powrflite store credit to anything Steambrite sells but they have assured me that the money is not going to be returned to us - hence the reason our website states this same policy! They are not willing to waive this for you or me. In summary your above comment that the factory states 'just return to the retailer,' would be easily to say but states nothing about the money as it relates to any guarantees they will refund it to us so we can refund it to you. I will tell you the comment about the 'break in period' is not true. These machines work out of the box. The only thing to break in is the brush. To run a little smoother the bristles on the roll brush can lay over a bit, but the machine works either way. You state above "the auto scrubber is not sucking up the dirty water." If the vacuum motors turn on and the hose is not clogged and the squeegee touches the floor, it sucks up the water. Very straight forward operation. If you decide to ship back the new un-used unit you will have $892.81 store credit to us after the restocking fee (you pay the shipping.)
Factory warranty information is posted at http://www.steam-brite.com/powrflite-cas16-compact-automatic-scrubbergrout-clean...⇄
Steambrite