Complaints

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• Initial Complaint

  Date:01/04/2023

  Type:Product 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.

  We ordered fittings for our hdpe pipe and called this powerflex to verify that the pipe we ordered elsewhere would work we were assure 5 times it would. The only reason we had to go outside PowerFlex for our pipe is because they did not have it in stock, and didn’t know when they would When we went to put in the pipe after the trench was dug the fittings did not work with our pipe. When we called powerflex we were told **** helped and isn’t in. I called back a couple hours since I didn’t get a call and she said I do not remember the 5 phone calls specifically just vaguely sent us return labels and did not refund our order or return our calls about our refund. I had no choice 23 days after they received parts to file for refund from credit card. Today 1/4/23 **** called stating she was confused I filed a dispute and then stated she order the correct parts and will be here and is holding our money for that. I did not agree or sign anything for that. I had to go to a different company over a month ago that **** herself recommended to get the fittings that we ended up purchasing. Than **** stated she was sending us an invoice today for cost of shipping and other fees. I think the loss of cost is an internal issue between employee and employer for their bad service and knowledge about there own product. . I have never received worse customer service or bad communication from someone which I have stated to this woman multiple times. I wasn’t going to file a complaint but after my conversation with her this morning I felt compelled to hold her accountable for her actions and aggressive tone.

  Business Response

  Date: 01/05/2023

  When the original online order was placed with our store October 2022, the order had been flagged as potential fraud. The total of the original order was $2388.21 We called the customer to verify the details of the order, while on the phone we did inquire what type waterpipe these fittings on the order were being used on. These particular fittings do not work on every type HDPE water line. The ASTM # was requested to verify. The customer also had some water pipe on order with us which these fittings did work on. The water pipe was on backorder for the vast majority of the year causing customers to source water pipe from other vendors.

  November 21, 2022, we receive a call from the customer, stating our fittings do not work with the water line being installed. It turns out they were needing fittings for ASTM #D2737, instead of the ASTM #D3035 they ordered. We sent prepaid return labels for the 5 large boxes of water fittings for 2” water pipe.

  A new order was placed over the phone for the ASTM #D2737 fittings in the amount of $2,021.30. This new order was placed with our vendor the same day; however, they were also on backorder until late January 2023, the customer was informed of this backorder, and they said to send the fittings when they became available. We informed the customer the returned items would not fully cover the cost of the new items being ordered.

  December 13, 2022, we received the items the customer was wanting to return (not the entire original online order) total value of the returned fittings $1,720.30. A note was in our system to apply the credit to the new order for the correct sized water fittings. We were waiting on notification from our vendor that the correct fittings had been shipped before contacting our customer for payment of the remaining balance due.

  January 2, 2023, we received notification from our Merchant Services handling our credit card sales stating we had been charged back for the customers original order of $2388.21 reason: Cancelled Merchandise / Services. We called the customer inquiring the reason, they stated it was because they had not received the credit for the items returned in December. We attempted to explain they were paying for the invoice on the correct backordered water fittings due to ship in January. We also attempted to explain that not all items from that order had been returned they had kept $515.00 worth of products, not including the original shipping charges of $152.91. The customer then stated they purchased the items we were inquiring about from another supplier and everything from the order had been returned to us and we had refused to refund the customer. They then stated they would be reporting us to the Better Business Bureau and hung up on us.

  This customer will still owe Powerflex Fence for the $515.00 of products they kept from the original order.

  As far as my employee’s product knowledge, We are unable to know what product the customer will require if that product was not purchases from us.  Every time a customer calls us regarding HDPE water pipe, we explain that our fittings will only work on the HDPE pipe that we sell not all HDPE pipes are the same.  My employees are very knowledgeable of our products, they use our products on their own ranches and design systems for customers every day. 

  If this customer would like to call me, I would be happy to discuss this situation.

  Powerflex Fence

  Customer Answer

  Date: 01/11/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  We did order the fittings for our pipe online on October 24 which they did not process and called us on October 25 stating they needed our ASTM# to make sure the fittings would fit. We did call our supplier directly after which ******* ****** called **** at Powerflex back with the exact pipe  information we had which was CTS  2inches SDR11 ASTM D2737 which she said that would work.  Weeks later **** contacted back to say they have some 2inch HDPE pipe that just came in and if we wanted to purchase and she verified it was the same as the pipe that we ordered the fittings for at the end of October so we purchased because it was so hard to find some we didn't want to run into this same issue when we started working on another field. 

    I called Powerflex on November 21 and the person I spoke with told me **** helped with that order and would have to deal with her. I called back later and **** was on the defense saying she did not speak with my husband ******* and he ordered the pipe fittings online and they can not control what outside pipe from their fittings. Than proceeded to say they would have needed the ASTM number and I had the exact information he gave her and said CTS 2in SDR11 ASTM D2737 than I questioned if she knew the difference between CTS and IPS and she got quite.  Thats the whole issue she said the IPS pipe fittings would work on our CTS pipe which they do not. Than sold us some additional HDPE pipe that is IPS instead of CTS pipe that we have. I told her how much we have invested in putting in the ditch to put in the pipe with the fittings and they didn't fit. **** said they couldn't get CTS pipe fittings that we needed all along till February of 2023 estimate. She proceeded to say they have not been able to get supplies in due to backorders with Covid. She gave me Secor number who is a competitor who might be able to help us and asked me to call back if they were able to get the fittings so she could cancel the reorder before they had a loss. I called **** back on November 23 to cancel saying they were able to help us with the fittings.  I sent back six boxes of pipe fittings on December 1 which the first of 6 boxes was delivered on December 5 and the other five boxes they had to pick up directly from the post office which they did on December 13.  I inquired about returning the pipe as well  since it was not the same as our CTS ASTM D2737 and was told I would pay shipping both ways and a restock fee that stemmed back to the original error from **** which her mistake has cost me thousands.  See attached  **** address label with tracking (6), and Verizon bill in reference to dates in this response.  Power flex number is ************ and ************. Secor  number is ************. 

  I was not able to attach the **** delivery as well as the email due to the max amount of attachments was reached. 

  
  
  
  
  
  
  Sincerely,
  
  
  
  **** **** ******