Complaints

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• Initial Complaint

  Date:04/30/2024

  Type:Customer Service 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.

  My wife purchased a lawn ornament...An eagle. It was $300. It was designed for outdoor use. After 3 days of use, it failed. We did have some 30 mile per hour winds, which shouldn't have caused it to fail. My wife contacted Heartland and spoke with one of the managers. He told her to bring it back and they would refund the money. She brought it back and the son of the owner was extremely rude to my wife. He told her that it was our fault for using it in bad weather! I called and spoke to him stating that we used it as it was intended and it failed. He offered to give me half of the money. I did not accept that. He hung up the phone. I have called them multiple times attempting to speak with Sherry, the owner, and she refuses to call me back! AVOID DOING BUSINESS WITH THIS PLACE! I don't know what the hell is wrong with these people, but they have no business dealing with the public. I am contacting my attorney even if I have to spend money on this. They are ridiculous people.

  Business Response

  Date: 05/09/2024

  The Eagle Wind Spinner purchased was never intended to withstand high winds.  None of these wind spinners are designed for that.  The 3 days this customer had the wind spinner, the winds were awful.  Checking with the weather service:  2 days there were 50mph gusts.  2 days of 40 to 50mph, and 3 days of 30 to 40 mph wind gusts. All of those speeds are considered "Gale" force winds.  Any lawn ornaments should be taken down until the winds have subsided.  

  We have signs in our wind spinners that say during high winds take down the spinners.  There is one of these signs in the spinners in the front window of our store within 6 feet of the exit door. If you check on the internet, all sites tell you to take down wind spinners/ornaments during high winds.

  This customer lives in a very windy area.  I know this for a fact, as I have relatives that live in that area.  But we were experiencing high winds for days when this incident occurred.  

  I understand that this gentleman is unhappy, but this situation is not our fault.  But that said, to keep good customer relations, we offered him 1/2 price on a new one.  He has declined this offer several times.

  He has called multiple times, and has been rude, and has tried to threaten and bully to get what he wants.  I do not respond to being bullied over the phone, and I don't want my employees to be bullied as well.  I will not return calls to people to be yelled at, threatened and bullied.

  The offer of 150.00 off a new spinner will expire on May 15, 2024.

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

  Business Response

  Date: 05/17/2024

  We do know where he lives.  Either his wife or he himself told us.  We couldn't just take a wild guess and come up with ***** City.

  Unfortunately, he has rejected "middle ground".

  There is nothing we are prepared to do at this point.  

  This is my last response in this matter.  

  Customer Answer

  Date: 05/17/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ***** ********