Complaints

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:01/20/2023

  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.

  Order # ******** Order Date: 8/14/20
  
  The forklift battery water constantly dry up eventhough we water it accordingly and battery is regularly maintained. Their technician came one day to check and saw the problem and water the battery but it dried up again and smoke came out the next day.
  We have 5 years warranty for the forklift battery so repair should be covered but we're been told by this company it's not covered. They are not honoring the warranty ever though the warranty has not expired.

  Business Response

  Date: 02/02/2023

  To whom it may concern:

          Stone Equipment Company is not responsible for the damage or
  the repair costs based on the manufacturer’s 5 warranty on the battery sold to **** ****, as we
  are not the manufacturer. Furthermore, the manufacturer has concluded, based on
  findings at time of inspection, the battery was neglected during customer’s ownership
  and not watered properly, hence two battery cells were completely dry and were
  damaged. These damaged cells are causing the newly added water to evaporate at a
  rapid rate as they are creating excess heat. The battery is not defective of materials, quality, or leaking
  water, again based on manufacturer’s review of findings. Repair quotes and
  replacement quotes were provided to customer, however they were not approved.

  Customer Answer

  Date: 02/03/2023

   I am rejecting this response because:
  
  
  Our batteries are regularly maintained and filled with water accourding to the normal procedures. The battery is devective and drains quicker than normal. And when the battery is drained, we see smoke.

  
  

  Business Response

  Date: 02/03/2023

  To whom it may concern:

  We sold a product with a factory warranty. We are not the factory. The factory rejected the claim due to the inspection findings and the condition of the battery. Please make it clear we are not responsible for the damage or warranty of this battery.

  Customer Answer

  Date: 02/06/2023

   I am rejecting this response because:
  
  
  When we purchased the forklift and new battery from this company we were told that there will be 5 year warranty.  We don't know who the manufacture is.  This company should honor the warranty.  We maintain the battery weekly and fill the water as instructed.  The battery is not functional and causing smokes because it drains water a lot faster because it is defective.