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Business Profile

Firewood

Halverson Wood Products

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:02/02/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Purchased firewood processor on 10/25/22. First problem was in shipping the unit to me. I ended up going to ************* to pick it up so it wouldn't take another 10 days getting to me.The first time I used it, it started leaking fluid out of the main valve package.I called them and told them I wanted them to fix it and they said sure bring it to *********.So they sent me some O rings cause I can't go to *********. We had to tear the whole unit down to make the repair on my time.Next use the cylinders fell out where the bolts were not tightened during Halverson assembly.Out of a year owning the unit it only has 20 hrs of use because of breakdowns and leaks.I got in touch with Halverson and told them how unhappy I am with this machine and they basically said tuff. All of this happened in the beginning, we continue to work on the machine everything we try to use it.At my expense!

    Business Response

    Date: 03/13/2024

    In response to the email you sent about issues, my customer has stated a problem with shipping, it leaked the first time he used it, cylinder fell out, and he has continued to have issues.

    ************ contacted us on 10-31-22 with oil leaking problems. We sent a plug to replace the old one. He wanted us to come out and change it but did agree to install it himself. We assumed that fixed the problem. We did not hear or know of any further issues until your email. 

    I called ************ on 3-11-24 at 2:05pm. He again stated he had problems with shipping. We do not control the weather. Once it is on the truck we have no control over it. He stated to me the women he talked to was rude and she made him angry.   He said he had asked for a good trucking *** That is not how LTL Freight works. We have no say in who drives the truck or what trucking company we use. All we can do is give the tracking number to the customer so that way we can track it to the customer, which was done. 

    He stated he had an oil leak right away and had to put it in himself. He wanted us to drive to Virginia. When I stated that was not feasible. Usually at this point we would ask the customer to install it himself or take it to the nearest dealer. If the distance is unreasonable, we usually find a local shop. However, when I explained that he stated, and I quote I like s******* with you *******.

    As for the cylinder falling out, it wasnt reported to us nor is it possible. Cylinders are fastened to the top and bottom and they have 2 hydraulic hoses attached to them. He stated the bolts on the top and bottom were left loose on all the cylinders. We have a very thorough quality control program. Those bolts were physically checked before the machine left here and we have documentation to prove that.

    When pressed, he had problems with the same plug leaking. As of now it is working according to him. We consider his warranty expired. However, HWP will in good faith repair the leaking plug as long as he takes it to our nearest dealer.

    To sum this up, I believe he likes messing with us ******* as he has stated. 

    Sincerely 
    **** Halverson 


    Customer Answer

    Date: 03/15/2024

     I am rejecting this response because:

    If I would have had the option to take the machine somewhere locally I would have done so.I was joking with someone else on the phone when the comment you are referring to was made.You are taking it out of context. Just a couple of weeks ago the chain tensioner broke.I continue to have issues with this machine.As far as the cylinders,they did not fall completely out of the unit,they came loose and fell into the machine .As far as everything being checked thoroughly, the first time we used it, it blew a hose due to not being crimped correctly. I've been buying equipment for 46 years and have never experienced anything like this.

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