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:02/15/2023

  Type:Billing 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 ordered two Parts and exhaust tube for air H3238**36313536343036H, and pressure regulator. The gentleman stated that he could get the H33**383235323230**38H. He charged $59.21 for exhaust tube and charge me $16.99 for pressure regulator and the total came up to $76.40 and $13.96 for shipping for a grand total of $90.36. After I placed the order he called the next day and informed my wife that he could not get the exhaust tube and asked if I wanted the pressure regulator, and I stated "NO I don&#**;t need the pressure regulator. I asked to be refunded to my card and he stated that he did not charge my card. Then after that we hung up. I went down to **** and I purchased a part, and I made a part. Then three days through email he informed me he shipped the H33**383235323230**38H out. I called him up and informed him that he stated he could not get the part, and he denied that he stated that he could not get the part. I received the part on a Monday and I received a pressure regulator and a exhaust tube did not come with it. So, I called and left a message for the guy. I stated I received the pressure regulator and not a exhaust tube. I do not need these H33**383235323230**38H. I would like to have my money back refunded to my card in the amount of $90.36

  Business Response

  Date: 03/10/2023

  Hello,

  It was nice speaking with you over the phone this morning. As per our conversation, below you will find all the information regarding the order this customer had placed. I also sent this same information t5o his back as he filed a chargeback as well. I have first hand knowledge of this order as I was the  person that spoke with him the day he called, researched the parts, quoted him the parts and took his order when he approved the prices for the products quoted.

   

  This customer placed an order for 2 Products. Both products were inspected prior to shipping as are all products we ship.

  
  The products were wrapped in bubble wrap individually, then put in a box which then had more bubble wrap packed around the individually wrapped products, then the box was taped closed and secured ready for shipping. The products could not move and were very well protected with all the bubble wrap inside the box. The package would have to be completely smashed to do any damage to the products inside the box.
  
  The customer took delivery of the package on : Your item was delivered in or at the mailbox at 11:12 am on February 13, 2023 in ******, ** *****. Per the **** delivery persons notes. **********************************************************************************************
  
  In addition, the part is a special-order item as there are few parts still available for his air compressor. I explained to the customer that the ********************** were special-order items and are not eligible for return or refund as outlined in our return policy. It also states that if an item is damaged upon inspection when your package arrives, report the damaged package to the shipping carrier immediately to file a claim, then contact our office if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and assist you in resolving the problem. You must provide proof of the damaged items and or packages. The best way to provide proof is with a picture of the damage. Failure to provide proof of damage will disqualify you from any refunds when filing a claim. Our refund policy also states the following:

  Exceptions / non-returnable items

  • Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for electrical items, hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
  • Unfortunately, we cannot accept returns on sale items, special ordered items, pumps, electrical items or lubricants". See Return/Refund policy here: ***********************************************************

  
  This was explained to this customer, and he agreed and was happy that he found the parts and wanted to proceed with the order. I also explained that I did not have one of the parts in stock, but I could order it and ship both parts together and he agreed. I proceeded with ordering the parts once the order was placed, then shipped his package within days of placing the order and it was delivered on February 13, 2023. To this day, I have yet to hear anything about damaged parts or anything else from this customer. When I received the chargeback notice was the first time that I've heard anything about it.
  
  This customer ordered 1 - ********** Exhaust Tube Kit ******** Hausfeld. 

  

  See this item and its description on the website: *******************************************************************************************
  
  1 - RE300000AJ Pressure Regulator. 

  

   *************************. See this item and its description on the website:
  *********************************************************************************************

   

  NOTE:

  As you can see, both items are very small and it would be extremely hard to damage these items that were wrapped with bubble wrap inside of a box.

   

  If you have any questions, please feel free to call, text or email me.

   

  Regards,

  ***********************, Owner

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

  Liberty Industrial Lubricants

  Liberty Air Compressor Parts