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Business Profile

Electric Tools

Savoy Equipment

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electric Tools.

Complaints

This profile includes complaints for Savoy Equipment's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Savoy Equipment has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Savoy Equipment

      3202 29 St Vernon, BC V1T 5B1

    • Savoy Equipment

      1892 Spall Rd Kelowna, BC V1Y 4R1

    • Savoy Equipment

      1892 Byland Rd West Kelowna, BC V1Z 3E5

    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    • Initial Complaint

      Date:21/11/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Warranty work on ******* Generator. Company has been in charge of my Generator for 10 months since I originally dropped it off for warranty repair. They constantly revert blame onto ******* head office for last 4 months. no Tracking info ever presented on where they sent my generator and or expected return dates whatsoever. Horrible customer service. absolute ****. except Sat calls have been dealt with maturely.

      Business Response

      Date: 13/12/2022

      Thank you for reaching out.   To be honest, I am not a member of the *** and as such, do not recognize your authority to insert yourself in the middle of this or any other dispute.  In particular, your statement that you may or may not choose to post ths dispute on your website which would clearly identify ourselves yet you do not want the customers name mentioned, is so one sided that I can see no possible outcome that benefits our company.

      I don't know of any business that is currently at their "best" as they emerge out of the challenges created by Covid including staff shortages, supply challenges and a myriad of other issues and we are certainly no different.  Yet, here you are just arbitrarily taking a customers word and advising us you might make this public.  Did you ever think to ask this customer if he escalated his concern to management because I can tell you the answer is no.  This is the first I have heard of this situation.  What would seem reasonable to me is that BEFORE you choose to get involved, you  should be asking the complainant what he has done to resolve the situation and if he hasn't contacted management and/or ownership, then he should be encouraged to do so, and if that doesn't work, THEN you should take up his concerns and get involved.

      What I will advise is that first of all, we have not had his generator for 10 months.   It was brought in on May 30th which from the date of your inquiry (November 21/22) is less than 6 months and while that is far from our usual standard and is still far too long for ANY customer to wait for resolution, it should help serve the purpose that this customer is prone to exaggeration.

      Years ago we were approached by ******* to provide warranty service on their behalf in this area and as a result of this situation we will be cancelling this because even though the customer does not want to believe it, what he has been told is the truth.  This situation has been referred to ******* and is out of our hands.   We are getting unfairly tarnished by something that is beyond our control.  We DID follow up again with ******* the day your first letter arrived and we were advised that they intend to replace this customers Generator and were going to reach out to him directly to arrange delivery of the new item.   Upon receipt of your email today, we have again followed up with ******* but due to the time difference, their office is closed and we will follow up on Monday.  Have you followed up with the customer to in fact find out if ******* has been in contact with him?

      The customer has asked "where" his generator is...it is here in our Kelowna shop and ******* has determined that it is not worth fixing, thus the replacement option.

      I don't know why I need to remind you and this customer, but supply challenges are real and are everywhere.   It is not uncommon for appliances to take 9 months to a year to arrive.  In our business, we couldn't get chainsaws for months, one of our brands has not been able to supply lawnmowers for two years now.  Generators are no different so as much as you want to give a forum to this customer to "vent" because we've been telling him for 4 months that it's in *******'s hands, the fact is that it's true.  As stated above,  we are NOT a ******* dealer.  If we were, we would have given him a generator out of our own stock because that's what we do when we can and is why we have a google rating of well over 4 stars.


       
      David T*****
      President/General Manager
      Savoy Equipment Ltd.
      1929 Windsor Road
      Kelowna, B.C. V1Y 4R6
      Phone: (250) 868-1010 ext. 106
      Fax: (250) 868-8899

      Business Response

      Date: 13/12/2022

      Ok ******.   Thank you for your apology.  It is appreciated.

      Yes, you have my permission.

      Since I sent that reply, ******* has informed us that they have spoken directly to the customer and that they are sending out via Purolator a new generator for him.   Unfortunately they have sent it via ground so it has not arrived as of yet.  ******* also informed us that the customer has stated he is going to remove his complaint against us once he receives his new generator.

      As I have stated, we are very much caught in the middle here and most of this situation was totally beyond our control.

      You are free to use any of this information as you see fit.

      Thank you and Merry Christmas
      dt

      David T*****
      President/General Manager
      Savoy Equipment Ltd.
      1929 Windsor Road
      Kelowna, B.C. V1Y 4R6
      Phone: (250) 868-1010 ext. 106
      Fax: (250) 868-8899

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