Complaints

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• Initial Complaint

  Date:05/01/2024

  Type:Product 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 bought measuring equipment from Prodim USA for $27,519.00 on January 18, 2024 Before purchasing the equipment, the sales man told me the machine could do the following: 1.send emails 2. edit precise measurements/designs on site 3.Make precise measurements.4. 5 hour battery life After I made the purchase on the 18th with a money wire transfer through ****************** I went to Prodim USA February 5, 2024 for training. After training I figured out the machine was not what I was lead to believe. The salesman told me it could send email and do all the following like 1. 2. 3. and 4.But the Trainer for Prodim told me the complete opposite.After making the purchase, I tried to return it the same day, and they wouldnt except the return They claimed all sales are final and no refunds.*** tried contacting the owner of Prodim USA and they were no help.The machines software is out dated and is not user friendly like I was told.I was told it was 40 times faster easier than LT 3 from (Laser Product industry) Which is the measuring equipment that I was using before and Im currently using today.So as of now Im stuck with a machine called Prodim 8x that I cannot use and paying a monthly bill of $747.00.

  Business Response

  Date: 05/03/2024

  To whom this may concern,

  Prodim USA, LLC is writing in response to the recent customer complaint regarding the purchase of a Proliner 8X Digital Templating System from our company. We regret any inconvenience or frustration the customer may have experienced as a result of his interaction with our company.
  First and foremost, we want to state that we take customer satisfaction very seriously, and it is always our intention to provide accurate and transparent information about our products and services. 
  Regarding this customers specific concerns:
  The customer spoke with our VP of sales regarding the purchase of the Proliner 8X 3D several times from December 2022 until January 2024, at which time he decided to finally make the purchase of the equipment. During that period the customer was told the accurate capabilities of the equipment. The customer came for training on Monday 2/5/2024 and trained with one of our expert trainers. In his follow up training review paperwork, the trainer stated the following: General observation: During the training he was very talkative, it took us a while to get through the first measurement and the settings. Then when we moved onto everything else with the training, he spoke more about what he could not wait to do instead of focusing on the machine and how to measure. 
  The following day, Tuesday, 02/06/2024, the customer called our VP of sales and asked him to take back the equipment because it wasnt we he expected despite being shown and told the accurate capabilities of the Proliner. We told him that all sales are final, as stated on all invoices, and we would not be able to take back the equipment. We offered more training to help him get used to the Proliner because he didnt even take 24 hours to try and use the equipment before he had buyers remorse. Our trainer also annotated on the customers training follow up review paperwork that the customer had called on 02/06/24, first thing in the morning, complaining and acting very unstable. Since that date, he has called multiple times and has shown up at Prodim trying to return his machine.
  Detailed below are the customers stated issues with the system and our response regarding the proven capabilities of the Proliner.  This information has been proved and communicated to this customer multiple times. 
  The customer states the equipment cant send emails which is true, but we offer a specific app that allows Bluetooth file transfer to an android device so you can email directly from that device. It also transfers files from a USB for which you can buy an adapter to upload directly to any device to send emails from.  This was stated during the sales process and during the training. 
  The customers second issue involves editing precise measurements/designs on-site. The Proliner has onboard Cad software that allows users to edit and complete cad drawings on-site. These can be exported from the Proliner in .pdf and .dxf format. 
  The customers third issue regards making precise measurements. The Proliner holds an accuracy of 1/32nd of an inch which makes it the most accurate system on the market. This is well within the industry standard. The system that he is comparing ours to measures 1/8th of an inch. He also states the battery life. The Proliner comes with two batteries that when fully charged last 2.5 hours for a total of 5 hours of battery life. The Proliner can also be plugged into AC power so it will last indefinitely. 
  Our policy and paperwork, received by all customers up front, clearly states that all sales are final. We delivered the product as advertised. To resolve this, we made attempts to invite this customer back for more training to get him accustomed to the Proliner. We even offered additional off-site training at a location of his choice, free of charge. We usually offer this off-site type of training at an additional $2000 a day. 
  Prodim USA, LLC feels we have met all obligations toward this customer. We have thousands of Proliner customers throughout the world, successfully using their machines in their businesses daily, without any of the concerns stated by this customer.

  
  Sincerely,
  [********************** Management]
  

  
  

  Customer Answer

  Date: 05/08/2024

   
  Complaint: 21643722
  
  I am rejecting this response because:

  
  The company states that they accurately provided me with the capabilities of the equipment. however, the ** of Sales, **** failed to disclose that the Prodim does not send emails unless you have an android device or laptop before making the purchase. Again, this was not disclosed beforehand.
  

  the trainer stated the following: General observation: During the training he was very talkative, it took us a while to get through the first measurement and the settings. Then when we moved onto everything else with the training, he spoke more about what he could not wait to do instead of focusing on the machine and how to measure.
  During training, I observed and then asked questions because I noticed that the instructor was having trouble editing the live image that was created on-site with the Prodim. The first kitchen display was a L shape, and based on my 3 years of experience operating measuring equipment, the instructor was having trouble centering the stove opening with one-point perpendicular lines, which means digitally squaring and centering the live image/ stove opening that you captured in real-time. The next design that we measured was a plywood box with an oval/ellipse shape cutout inside it. The instructor also couldnt clean up and auto fill the radius with the Prodim. He made a comment and said we will have to finish editing with the advanced draw system in the computer. Which means downloading the live digital images off of Prodim and uploading them to a computer/laptop.
  Furthermore, I started noticing that there are more steps in the editing process to finish the drawing, and the Prodim software doesnt have the capabilities to do so unless you connect to a computer with the advanced draw system. This was not disclosed before making the purchase. I was told that all I needed was the Prodim itself in order to edit and send emails. Based off the instructors statement I was talkative. I recon I was supposed to be mute and not ask questions in regards to the $27,519 machine that I had purchased. If I hadnt been talkative and asked questions, I wouldnt have realized the machine couldnt do the above.
   With all that being said the machine isnt 40 TIMES FASTER/accurate its 40 times slower than LT3 and LT55.
  All Im saying is they made out over the course of a year the Prodim was better than LT55 that I was currently using. What it boils down to is that they described this machine as a motor cycle and in reality it's a bicycle with training wheels.
  Per the instructor, I spoke more about what I could not wait to do instead of focusing on the machine and how to measure, which is true but this was talked about after training on our ride back to Prodim headquarters.

  We told him that all sales are final, as stated on all invoices, and we would not be able to take back the equipment. Again, this was not verbally or personally disclosed to me before the purchased. I get that they sent *********************** and I an email before the purchase, but I was not made aware of this email until after the purchase.  In the end, they need to verbally disclose this important information before the purchase is done.
  24 hours to try and use the equipment before he had buyers remorse. I did not have buyers remorse, I just was smart enough to realize that the machine was not capable of what I was promised. Basically what Im saying  is they sold me an orange and I realized later they sold me an apple. Not many people know and understand what both parties are saying but I have the knowledge and equipment to prove what they can and cant do. There machine is foreign made and LT3 is American made. I fully understand how to operate both machines I dont need further training. I completely understand the machine doesnt have all the capabilities that I was told it had during the sale.
  The Proliner holds an accuracy of 1/32nd of an inch which makes it the most accurate system on the market. This is well within the industry standard. The system that he is comparing ours to measures 1/8th of an inch. First of all thats his opinion and a false statement, hes a salesman and not a professional templater. I have both machines and I can prove that him wrong. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/09/2024

  Prodim USA, LLC stands behind our sales and training policies, as supported by our vast customer base and superior reputation in the fabrication industry.  We have done our best to make this customer happy but there are times, with a very few individuals, that this is not successful. We do not feel that further response is necessary for this situation.

  Customer Answer

  Date: 05/14/2024

   
  Complaint: 21643722
  
  I am rejecting this response because: As stated and acknowledged by Prodim USA I tried to return the prodim the next day. There was no contracts or documents signed by me. I was never informed that all sales are final. I had to wait 2 weeks to receive the Prodim & training, and on that day I learned that the Prodim didn't do half the things the sales man (****) stated. The Prodim equipment is so out dated, that you have to plug it up to and Ethernet cable and none of which was disclosed to me during the sale. That is why I'm rejecting this RESPONSE!

   

  
  Sincerely,
  
  *************************