Complaints

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• Initial Complaint

  Date:12/03/2023

  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.

  Good afternoon BBB, Im filing a complaint because just recently I had bought washer machines from DT Equipment Company. I bought 4 and I paid for all except one. What Im not happy about is that I have to pay for the liberty fee , I had already Made my payments and agreed to getting them my self instead of paying for delivery fee. What I had thought I payed for is for whatever was in that store and not what they payed for. There was also another issue, they had also told me that they were gonna send someone to inspect if my washers or dryers were properly installed and no one ever came. This is very unprofessional I would not be buying from this company again.

  Business Response

  Date: 12/05/2023

  Dear ******************,
  
  Our goal is to provide excellent service to all our customers.  When you shared your financial situation, we went above and beyond by allowing you to extend your payments over a rare five-month period, deviating from our solid standard policy of payment upon receipt of machines or  financing through a financing company.   

  When you expressed difficulty trying to locate a concrete contractor, we dispatched one of our employees to consult on the necessary work to be performed at no charge.  Additionally, we also accommodated your request to store your machines indefinitely at no cost until you had completed the necessary concrete work in your laundromat.      
  
  I am sorry there was a misunderstanding regarding the costs associated with the freight and delivery of your order. On the Purchase Contract #**** and the Invoice, for four machines there was a separate line item for Freight and Delivery for $2,000.  These costs were explained to you on October 13, 2023 when you issued a partial payment check.
  
  Regarding your request to not pay freight costs associated with your transaction, regrettably,there is no way to forgo freight costs for the shipment of the machines from the factory in **** to our warehouse. This was communicated during our meeting in the office by myself and ******, who is bilingual.    We did offer an option to save you $400 on the on the delivery fee for you to pickup from our warehouse.  
  
  However,it is important to note that there is still the cost of inbound freight, which is a direct cost that we cannot waive.   Our office manager, ******,made this very clear upfront in person and on the phone that the freight charge was separate from the delivery charge and is the cost for the equipment to be delivered from Iowa.   I understand you felt this cost should be waived, was a hidden charge, and should be packaged into the equipment price,unfortunately, this is not the case.  ****** made numerous sincere efforts to explain this and we acknowledge that this does not align with your expectations, and we apologize for any misunderstanding.
  
  Freight: "Freight" is the cost of shipping the equipment from the manufacturer to our facility.    The equipment comes from **** and is transported via a freight carrier to our location.
  and is not free.    This is the standard practice for all equipment and is not included in our equipment pricing.    
  
  Delivery: "Delivery" is when we transport the goods from our warehouse to your location.
  
  The freight charge for the equipment being shipped from **** to ******* is $1,600 (the delivery portion was $400).  We did offer you the option to pick up your equipment from the manufacturer, which would eliminate the freight charge.  
  
  Per your Desired Settlement request on the Better Business Bureau for a refund, we have cancelled your order and have issued you a refund check which has been mailed to you.
  
  We appreciate the opportunity to have served you and regret that we were unable to meet your expectations. Should you wish to purchase equipment in the future, we would be happy to assist you.
  
  Regards,
  
  
  *****************************
  Vice-President