Complaints

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• Initial Complaint

  Date:05/20/2025

  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.

  On 1/14/25 I dropped off my machine a 2076 mustang skid steer to all island equipment for an issue I was having where I needed to ether it every time to start it. Upon drop off ******* told me the diagnostic rate is $190 an hour. On my invoice at pick up they charged me $198 an hour.Shortly after I was called and told I would need an injection pump that would be $4000-$4500 with labor and part , And was asked for a $1500 deposit. I was never given a written diagnostic at this point when a deposit was given. After the deposit, I was told the part was back ordered 4-6 weeks. After 3 weeks I called to touch base and was told no work had been done and that I actually needed an ECU computer also, which they then asked for another $2500 deposit and again no written diagnostic was given. In total were at $4000 and no work has been done. On 4/28/25 I get a call that my machine was ready. And my total is $7598. Which is nowhere near the original quoted price. Upon pick up they handed me the brand new injection pump they claimed I needed during diagnosis , and charged me $2413.41 for the part saying that they did not need it for my machine and I can just sell it on ***** and proceeded to invoice me for it. What I really needed was an injector solenoid which on 3 different websites I found ranging for $250-$500. I tried to talk things over with ******* and he got extremely defensive when I started asking how the price became double what I was quoted and why Im stuck with a part they told me they needed and ended up not using. What I would like from this is for them to take the injection pump I did not need, and a refund of $2413. I never signed a contract , I never got a written diagnostic report. The only reason I paid the Invoice at the time was they threatened to charge me storage fees and I needed my machine.

  Business Response

  Date: 06/04/2025

  In response to complaint ******** by ***** ****** I would first like to explain that we as an authorized dealer do not buy anything off of the internet.  We only purchase OEM parts from the equipment manufacturer.  It's like bringing your car to the ********* dealer and expecting them to buy aftermarket parts off of the internet instead of using OEM Chevrolet parts to repair your vehicle.  That being said, we were informed by the manufacturer (*************), that the, what the customer is calling an injector solenoid, could not be purchased by itself.  The entire injection pump had to be purchased.  We informed *** ****** of that and requested a deposit to order the injection pump, which he gave to us.  When we went to order the injection pump, we were then informed by Manitou that the injection pump could not be ordered without an ECU.  Again, we contacted *** ****** and explained this to him.  We then asked for an additional deposit to order the **** which he agreed to.  I'm not sure where he got $190.00 an hour.  Our posted labor rate is and has been $198.00 an hour.

  To save ** ****** an additional 16 hours labor, we didn't install the complete injection pump.  We took the part that was needed off of the injection pump and installed it with the ECU.  This completed the repair and the machine was in working condition. Because we had to purchase the injection pump and *** we gave him a 10% discount on the parts. *** ****** was called and told his machine was repaired.  He was also told the balance and asked to being a certified check for payment. When he came to pick up the machine he was given the injection pump which he still has.  ** ****** came to pick up his machine without a certified check.  We accepted payment via credit card, of which he stopped payment on the injection pump.  

  Seems to me that he purposely didn't bring the certified check knowing he was going to stop payment of the credit card.  He was never told we were going to charge him storage fees.  So now, he has a working machine and we are out $2413.41. 

  He was kept informed at every step and gave us the requested deposits.  If he wanted to use parts purchased off the internet, he could've picked up his machine and took it somewhere else.

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