Complaints
This profile includes complaints for D&E's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 1 complaint closed in the last 12 months.
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Initial Complaint
Date:07/24/2024
Type:Status:ResolvedMore 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.
This company advertises the refurbishment of commercial laundry equipment electronic circuit boards. On September 5, 2023 our business sent him a ****** DL2x30 stack dryer control board for refurbishment (P/N ************). USPS Tracking No. **********************. We were also charged $98.98 in advance for Service, Shipping, and Sales Tax. We received a packet with the charges and other promotional material stating the repair would be done in 5-7 days. In short, the board or money was not returned. The owner blatantly lied to us when contacted. There are similar reviews on google with the same story.
Business Response
Date: 08/20/2024
Thank you for bringing this complaint to my attention and giving me the opportunity to respond. ****, who lodged the complaint, omitted some critical information: - Our statement “the repair would be done in 5 – 7 days includes: “, unless there’s an unusual problem.” His dryer controller had been severely damaged by an electrical surge. This is an unusual problem and requires more extensive testing and repairs; and the customer was aware of this when he sent it in. By the way, there’s no additional charge for this. - This was an **** transaction. We never charge in advance for dryer computers that are sent in directly. **** does not allow for that option. - He doesn’t say how he was lied to. Maybe there was a misunderstanding, but there’s no way to know what he meant. What happened: The part that we received for rebuilding was found to be unrepairable. As is standard practice, I notified the actual customer, Michael, who placed the order, by mail. The note asked him to contact me within ten days to let me know what he’d like me to do with the unrepairable part. Michael called back and asked if it was some sort of a joke. He was quite belligerent, but I could understand his frustration with the expensive part. So I offered to have our ****** specialist recheck it for verification. He’s been able to repair more than 85% of the parts deemed unrepairable by other companies. I told Michael that I couldn’t promise anything, but we’d recheck it. I also told him that our specialist was backed up with other work. The part was rechecked, verified unrepairable, and a refund should have been processed through ****. However, when the customer’s part was handed over to our specialist, we were also adding more work space and the part was misdirected to the wrong holding area. So the refund wasn’t submitted. To further complicate things, this occurred when I couldn’t work 75% of the time, due to illness. I sincerely apologize for missing this and will be sending the customer a refund of all fees paid through ****, including the shipping cost for his part.Customer Answer
Date: 08/20/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me assuming a refund transaction is made as stated in the business owners response.
Regards,
**** ***
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