Complaints

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• Initial Complaint

  Date:07/10/2024

  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.

  - Date of the transaction: 11/29/2023 - The amount of money you paid the business: $4,982.79 - What the business committed to provide you: A new pump, ************ connector (Tank Side)- What the nature of the dispute is: They sold us a defective pump - Whether or no the business has tried to resolved the problem: No, they offered to fix the machine because it has a 2-year warranty but they sold it to me in bad conditions and I do not want them to fix it. I want a full refund for the machine.- If the issue involves advertising, when and where the ad was seen or heard: No

  Business Response

  Date: 07/30/2024

  B&C Contractors (BCC) purchased and picked up a new Environment One (E/One) pump, control panel and cable side *** (plug) conversion assembly from our warehouse in *******, MD.  This new equipment was purchased to replace/upgrade an existing E/One grinder pump system. 

  It is important to note that the pump and panel are both tested at the Factory and packaged in separate cardboard boxes for shipment.  When BCC came to Freemires warehouse to pick-up the new equipment, Freemires salesperson showed them what the new pump and then asked them if they wanted the pump in the box or out of the box,for which BCC chose the latter.  Im offering this explanation about in the box or out of the box because BCC made the false accusation that the purchased pump was not new because it was out of the box. 
  

  Shortly after leaving Freemires warehouse, BCC notified Freemire that one of the locking clips on the control panel was broken.  BCC brought the panel back to Freemire and it was exchange for a new panel.  
  

  BCC installed the new panel, pump and *** conversion assembly into the existing tank and placed the pump system back in service.  Several days later BCC contacted Freemire & Associates and advised that the pump was not working.  Freemire advised BCC that we would send a technician to the site and trouble shoot the issue, but *** declined our ************* call.  Freemire made it very clear to BCC that the pump is under warranty and if the issue is due to a manufacturing defect, the pump would be repaired at no cost. 
  

  Subsequently, BCC brought the pump back to Freemires repair shop and a Freemire service technician determined that the ON/OFF switch was not working properly.  This is either the result of a defective switch or the incorrect wiring of the cable side *** (plug)Conversion Assembly.  Since, Freemire did not have the opportunity to do the field service call and confirm the *** wiring, we advised BCC that we would replace the ON/OFF switch under Warranty, no questions asked.  BCC declined to have this switched replaced and requested a full refund of the pump.  Note, BCC requested a refund,not a repair or replacement, but a refund.
  

  Concurrently with the issue outlined above, BCC shared with Freemire that they were in a dispute with their customer, for which the pump equipment was purchased and that they had been thrown off the job and just wanted to get their money back.
  

  Since the purchased equipment had been installed and in service,Freemire advise that returning the equipment for a full refund was no longer an option.  Sympathetic to BCCs apparent difficult situation, Freemire offered a partial refund for the equipment, which is now considered used.  BCC declined this offer.
  

  To claim the pump was faulty or used is inaccurate.  The real issue is not with the new equipment,but rather BCCs desire to return a used piece of equipment for a full refund to offset losses they incurred resulting from the dispute with their customer.  In summary, *********************** offer to replace the ON/OFF Switch under the 2-year Warranty still stands; however, we cannot correct the dispute between BCC and their customer.
  

  Kind Regards,
  Mark
  Freemire & Associates, Inc.
  ************************************************************************************
  
  

  Customer Answer

  Date: 08/14/2024

  We must express our disappointment with the situation as a whole. When we picked up the pump and other equipment, there was no prior notice that the water pump would be outside of its original packaging. Given that they assured us the product was new, it was unexpected and troubling to receive it without its box, as seen in the photos we attached previously. Also, the electronic box was broken. How can they say it was new if they gave us the water pump in that condition as well when the pump had a manufacturing defect? 
  The manufacturing defect in the water pump has caused the loss of our client when we found out it was not working properly. Despite these serious consequences, we are making a concerted effort to separate both parties from this incident, even though Freemire & Associates took this as a thoughtless situation if you ask me. Under consumer protection, we are entitled to ask for a refund, particularly since we possess both the purchase receipt and evidence of the defect. Moreover, although they requested payment in cash, I chose to pay by check. This decision was made to ensure a secure transaction for us. 
  Given these circumstances, we find it unacceptable to proceed with a warranty repair of the on/off switch because we are not going to use it anymore. It would help if we still had the customer. Instead, we request a full refund or a fair refund, as we believe this is the only decent resolution given the circumstances. If we cannot reach an agreement, we will be compelled to bring charges against Freemire & Associates for damages from this situation.
  We hope you understand our position and our late response since this problem needs to be handled carefully. 
  Thank you for your attention to this issue.
  
  

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 21968408
  
  I am rejecting this response because:  

  We must express our disappointment with the situation as a whole. When we picked up the pump and other equipment, there was no prior notice that the water pump would be outside of its original packaging. Given that they assured us the product was new, it was unexpected and troubling to receive it without its box, as seen in the photos we attached previously. Also, the electronic box was broken. How can they say it was new if they gave us the water pump in that condition as well when the pump had a manufacturing defect? 
  The manufacturing defect in the water pump has caused the loss of our client when we found out it was not working properly. Despite these serious consequences, we are making a concerted effort to separate both parties from this incident, even though Freemire & Associates took this as a thoughtless situation if you ask me. Under consumer protection, we are entitled to ask for a refund, particularly since we possess both the purchase receipt and evidence of the defect. Moreover, although they requested payment in cash, I chose to pay by check. This decision was made to ensure a secure transaction for us. 
  Given these circumstances, we find it unacceptable to proceed with a warranty repair of the on/off switch because we are not going to use it anymore. It would help if we still had the customer. Instead, we request a full refund or a fair refund, as we believe this is the only decent resolution given the circumstances. If we cannot reach an agreement, we will be compelled to bring charges against Freemire & Associates for damages from this situation.
  We hope you understand our position and our late response since this problem needs to be handled carefully. 
  Thank you for your attention to this issue.
  
  Sincerely,
  
  **** Carlos ***********