Complaints

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• Initial Complaint

  Date:19/04/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I’m a small business owner in Halifax, Nova Scotia. I purchased a $3,500 unit from this business and when I got home it wouldn’t work. I did some troubleshooting and discovered they sold me a defective unit caused by damage. I went to return it the next day and they refused to give me a refund. They stated their owner had to approve it and he wasn’t there. This company has awful quality assurance and product testing and they try to steal money from people.

  

  Business Response

  Date: 22/04/2024

  Regarding ******** *********** complaint...

  My staff simply tried to explain that the refund would have to be sent EFT as it was not processing on our debit machine at the time he came in early morning.  In fact, had this person given us the opportunity the issue was repaired in 15 minutes after he stormed out !  This person threatened the staff and went absolutely berserk in front of three of our staff members, to the point them asking him to leave because they feared for their safety !

  Point of fact, he received a full refund to his account via EFT within the hour of his arrival !   Computers; debit machines; etc. are all prone to failure once in a while and we tried to explain to him that we were doing our best in a stressful situation but he wasn't prepared to listen or calm down.

  We plan to have no dealings with Mr. ********* and will refuse him entry into our business in future due to his irrational and abusive behavior.

   

  Customer Answer

  Date: 22/04/2024

   I am rejecting this response because:
  This is a blatant attempt at the company to save themselves. I gave the company every chance to issue the refund. First they attempted to refund directly back to the debit card that I paid with, this failed due to the lady not understanding how to operate their own machine. The accounts receivable lady then told me she would try upstairs on her machine and if that doesn't work that she can send me and e-transfer. I replied with "That's not a problem, give it a try and if it doesn't work you can just send me the e-transfer". After a couple minutes the lady returned and told me the machine in her office did not work. I said "It was worth a try, I'll take the e-transfer". She then responded with "Well that's not possible because we require our owners approval to issue an e-transfer and he's not here". I responded with "Okay well I need my money, so I'll take a cheque". She responded "We need our owners approval to issue cheques as well".

  At this point I was furious, this company sold me a $3,500 unit that they told me was brand new, and they also promised me that they test all their units before sales, but obviously I found out that was a lie due to the machine being broken already when they sold it to me, and now they were giving me issues with refunding me my money.

  I told them that I wasn't leaving until they give me my money, and the lady tried to blame me for this issue by saying "It's not our problem your card won't accept the money" when it was just their incompetence on how to operate their POS machine. At this one of their repair men told me to leave and tried to put his hands on me, I turned to him and told him if he touches me he's going to have a problem on his hands.

  I then left the store and waited out front of their shop, after 20 minutes they sent me and e-transfer.

  This company not only deceived me by selling my a damaged unit that they told me was fully operational AND TESTED, they also tried everything in their power to not refund me the money until I became irate at them. I did receive my money back after this whole ordeal, but I wasted hundreds in gas money, hours of driving, had to cancel jobs due to this issue. I will NEVER be doing business with this company after all this and I have already spread word amongst my fellow workers in the industry to avoid them.

  I've already provided the e-mail showing that the sales manager admitted that all their units were tested, which proves they lied to me about that practice. Complete incompetence and shady activities.

  
  

  

  Business Response

  Date: 23/04/2024

  Response to Mr. *********** allegations:

  Here are the facts of this unfortunate situation...

  1...The pressure washer was brand new and received recently from our supplier.

  2...The unit was tested but nobody noticed the small dent on the lower cover to recoil start, which eventually led to the problem.

  3...Our senior technician fixed the unit in 15 minutes after Mr. ********* stormed out of our building.

  4...The debit machine POS was not working properly that morning, we are sorry for this situation but sometimes things don't work !

  5...This customer received a 100% refund in approx. one hour via EFT like we promised.

  6...We did not lie or misrepresent anything, and we were prepared to make the situation right for him.

  7...We stand behind our products with excellent warranties; full service and parts & accessories.