Complaints

This profile includes complaints for Refurbished Lifts, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Refurbished Lifts, Inc.

  468 Fogg St Colton, CA 92324

• 

  Refurbished Lifts, Inc.

  3788 Milliken Ave Ste D Eastvale, CA 91752-1035

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.

• Initial Complaint

  Date:07/16/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 paid $25,000 to this company. I was dealing with **** and then ******. They were very responsive prior to getting the money. Now that they got it, they dont respond to emails or texts. Their phone also goes straight to voicemail. I believe I am a victim of fraud.

  Business Response

  Date: 07/17/2024

  Hello,

  **** was out of office on Monday, so the customer did not get a response for one day. **** was immediately back in contact with the customer on Tuesday morning. We are unsure if the customer called ****'s direct line which may not have been answered due to him being out of office, but they are always welcome to call our main line at *************. Even if someone calls our main line outside of office hours, we have a system in place so there is always someone available to answer the calls. This purchase was just made last week and we are already sending them the *** to show their order is being shipped. The team is still in contact with the customer, and their order is expected to deliver tomorrow.

  Customer Answer

  Date: 07/19/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:05/08/2024

  Type:Service or Repair 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.

  The company made a promise and took the entire payment upfront, saying that we would have to rebuild the lift for us. After that, the manager and the company's owner never returned any calls. They sent one message via text saying the lift was delayed by one week. After that, there was no response. They took the full payment of $22,500.00 and did not give what they promised. We had to spend $4000 a month renting another lift because they did not deliver what they promised. To this date, they have not replied, and our next step is to file a lawsuit, as per my attorney. This kind of company should get an F rating in BBB because they have cheated us and are not ready to resolve the issue.

  Business Response

  Date: 05/14/2024

  Hello,

  We acknowledge that this order has taken longer than the initial lead time that was given, however you'll see as per our contract with the customer that the lead times are only estimations and not guarantees. The nature of our work prevents us from being able to promise a delivery date due to the fact that mechanics may run into unforeseen issues while refurbishing a forklift, such as backordered parts or discovering a part needs to be replaced during testing. While our contract states that we do not offer refunds, we're making an exception and have agreed to offer them a refund as we understand they need an immediate resolution to continue with their own operation. The terms of the refund have been agreed upon by both our company and the customer, so a resolution has been reached here.

  Customer Answer

  Date: 05/16/2024

   I am rejecting this response because:  The terms and agreement was never signed by us and we never would agree to such terms this was never shown to us they are coming up with this now.  We have attempted to contact them over **************************************************************************************************************************** two weeks that is the reason we purchased it.  They have ignored all the calls and emails what they are doing is a delay tactics and hope the customer gets tired of them.   They should have refunded long time back if they can not get parts we need full refund by wire transfer.

  
  

  Business Response

  Date: 05/16/2024

  Attached is the signed agreement between Refurbished Lifts and Swift Global. You'll see the link to the Terms of Agreement right above their signature which is the same one that I attached in our last correspondence. Nonetheless, I'm unsure why the customer is rejecting our response considering we offered to make an exception and refund them their original payment. We spoke with their team on the phone last week and we had come to the agreement of a refund.
  
  All the best,

  Customer Answer

  Date: 05/16/2024

   I am rejecting this response because:  This is quote agreement that I have is different then what they are showing.  It does not have terms and agreement or any links.  They are scam they want to paly this game of agreement and terms.  Regardless the quote and agreement it is since September of 2023 they have still not delivered the lift and kept the money that is blatant stealing now making excuses with BBB is not good.   Refund the money in full immediately we do not want your lift you have not kept your deal.  If refund is not done we will pursue this matter in court.
  
  
  

• Initial Complaint

  Date:04/16/2024

  Type:Delivery Issues
  Status:

  UnresolvedMore 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.

  Paid $73k for two forklifts and Refurblifts cannot tell me when or if the forklifts will be delivered.

  Business Response

  Date: 05/22/2024

  Hello,
  
  
  Unfortunately, this customer's order has taken longer than expected. Due to the nature of our work, we do not promise delivery dates and disclose this in our Terms of Agreement which are attached. The terms are included in our signed agreement with the customer. When a customer orders a ********************** unit, there is always a chance that once our mechanics receive it, they may find that the unit needs more work than expected and sometimes may be at the mercy of the manufacturer if there is an error code which requires the assistance of one of the manufacturer's techs. The project management team has confirmed that this order is still being worked on.

  There are several places in the Terms of Agreement that state that we do not guarantee lead times, but the most important is the following: "RL prioritizes the quality of the refurbishment over lead times, and makes no guarantees to meet that estimate." While we try to send orders as soon as possible, we will always make sure a refurbished unit is in great condition before a mechanic determines it to be ready for delivery.

  Customer Answer

  Date: 05/22/2024

   I am rejecting this response because: Notwithstanding what the sales agreement states regarding delivery:  The order was place on 11/21/2023 and the listing states for F&E #***** "ships in 1-3 days after order placed" and RL #****** states "ships in 1-3 weeks after order placed".  It is now 5/22/24 (6 mos).  ******* requests a refund.

  ***************** ************

   
  

  
  

  Business Response

  Date: 06/05/2024

  Hello,

  We have spoken with the customer and have agreed to refund them.

   

  Customer Answer

  Date: 06/11/2024

   I am rejecting this response because:  as of 6/11/24, ******* have not been contacted by Refurbished Forklifts regarding a full refund.  *****************
  
  
  

  Customer Answer

  Date: 06/25/2024

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

  *****************

  Customer Answer

  Date: 07/16/2024

   I am rejecting this response because:
  
   The closet name to **** is ******.  He has had no contact regarding a refund. ******* desires refund in the form of a Cashiers check.
  Please have Refurnished forklift mail a Cashier Check payable to ******* ************ using a form that requires a signature of receipt to:
  Attn: *********************
  *******
  **************************************************************************
  
   Plus, email you and me a photo copy of the check sent.
  
   *****************
  
  V.P. Corp. Dev.
  
  *******
  
  Direct: ************, P.O. ******************************
  
  *******************************
  
  website: *******.com
  
   
  

• Initial Complaint

  Date:03/27/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  We ordered a refurbished lift truck from the vendor in January of 2024. They indicated it would take a few weeks to ship. We paid 100% upfront including freight. They never followed up with us on the order, never assigned a project manager as promised, and failed to follow up or ship the unit after repeated attempts via phone and email. Now it is over 2 months past the purchase date and we still have no idea if or when we will receive our purchase.

  Business Response

  Date: 04/11/2024

  We understand the frustration from the customer as this order has taken longer than the estimated lead time, however we only offer ETAs and do not guarantee delivery dates due to the nature of our work. The customer opted to purchase a "fully **********************" unit as opposed to a "rent-ready" or "as-is" unit with the understanding that it would need to go though a refurbishment process. For our refurbished forklifts, we offer ETAs based on the average lead times for our past customers, but unforeseen issues may arise when a mechanic is working on the project. In this case, there are currently parts on backorder which are preventing the mechanic from being able to complete and release the unit. While our mechanics work as fast as possible, they always want to make sure we are delivering a quality piece of equipment.

  I see the complaint was submitted on 3/27 although we are just receiving notice of the complaint today, but we have come to an understanding with the customer that will ease their concerns and keep them updated. We agreed the best way to move forward is to send a daily email with the current status of their order so they are consistently updated until their order is received.

  I have attached the recent email correspondence with the customer as well as our Terms & Conditions which state the following:

  "Lead times are ESTIMATED to be 4-12 Weeks (depending on the size of the order) from the time the order is placed, unless otherwise indicated. RL prioritizes the quality of the refurbishment over lead times, and makes no guarantees to meet that estimate, nor does RL take any responsibility for any damages that might be caused to the Buyer by any delays in the refurbishment process." "All lead times and delivery dates provided by RL are approximate. RLs failure to meet such lead time or delivery date shall not be grounds for Buyer to receive any remedy, and shall not relieve Buyer of its obligations under this Agreement."

  As of now, the customer is fully updated on the status of their order.