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  Northern Ohio Equipment Services

  860 Progress Drive Medina, OH 44256

  
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  Northern Ohio Equipment Services

  3822 Columbus Lancaster Road Carroll, OH 43112

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.

• Initial Complaint

  Date:10/03/2023

  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.

  The best general description of my ongoing encounter with Northern Ohio Equipment is a complete lack of communication by this company with me, a potential customer, and, likely, internally among themselves.
  
  I brought my machine to them November 10, 2022 to receive an es***ate for repair, and through their lack of action, negligence and unresponsiveness I have lost a complete season’s use of my equipment.
  In the nearly 11 months they have now had my machine, I have dealt with 4 of their staff members, none of which seemed to know what I had requested or what the other employees had done or not done. The initial contacts I had with them were verbal, via phone and in-person, so there are no records of those discussions. However, I think you will see through my email correspondences with Mr. ********, (attached) that the entire process was unclear to me and contains some seeming contradictions as to what happened.
  When I brought the unit in, I described to the person who accepted it what the issues were, as well as a couple of quirks it had. (see attachments). I also furnished a written note describing the issues. He promised they would attend to it promptly. He also told me my lift would be stored inside. I heard nothing from them, but assumed it was in the queue. By March I had still heard nothing and called, told them I needed the es***ate ASAP. They said they would look into it. Nothing. I called again twice in May & June asking for the es***ate. On June 21st I finally received an es***ate and started email correspondence with Mr. ********. He sent me a work order dated November 10, 2022 stating they had done work on the unit, not described in the es***ate, with accrued charges. I was unaware of & never authorized any of those items, I simply wanted an es***ate. I am unclear what happened and when during the 11 months they had my lift. I asked Mr. ******** for a chronology of events, but he did not respond.
  Please see attached emails for detailed description

  Customer Answer

  Date: 10/04/2023

  Hello, my initial complaint with Northern Ohio Equipment is quite complex, and I did not have space within your character limitations to elaborate details essential to the complaint.In my initial complaint I attached the entire email correspondence I had with Mr. **** ******** in an attempt to resolve the issues.
  Here is the complete explanation, much of which is extracted from those emails:
  ________________________________________________________________________________________________________________________________________________________

  I am writing to you today to explain my completely unsatisfactory experience
  with Northern Ohio Equipment.
  After months of failed attempts my
  lift remains unrepaired and likely damaged from improper care during
  the nearly 11 months it has been in their possession. I would like to
  pick up the lift, be refunded the $300 I have already paid, and take
  it to another service center to get a proper evaluation and determine
  if damage(s) were caused by negligent behavior on the part of
  Northern Ohio Equipment.
  
  
  The best general
  description of my ongoing encounter with Northern Ohio Equipment is a
  complete lack of communication by this company with me, a potential
  customer, and, likely, internally among themselves.
  
  I
  brought my machine to them last November to receive an es***ate for
  repair, and through their lack of action, negligence and
  unresponsiveness I have lost a complete season’s use of my
  equipment.
  In the nearly 11 months they have now had my
  machine, I have dealt with 4 of their staff members, none of which
  seemed to know what I had requested or what the other employees had
  done or not done. The initial contacts I had with them were verbal,
  via phone and in-person, so there are no records of those
  discussions. However, I think you will see through my email
  correspondences with Mr. ********, (attached) that the entire process
  was unclear to me and contains some seeming contradictions as to what
  happened.
  
  The machine is a Genie TZ-34/20, which is a
  tow-able compact battery powered boom lift. I purchased it used, in
  excellent condition, in the early spring of 2018. It was an older
  unit, but in excellent condition with new premium OEM spec Duracell
  batteries. Being in my late 60’s I find it to be very useful for
  tree trimming, gutter & roof repair and other tasks that
  otherwise require navigating a ladder.
  
  Last November, I
  was going to use it for a tree project and put it through the test
  regimen outlined in the Genie owner/service manual, which is a bullet
  list of checks of all functions. The batteries were fully charged, as
  I always kept them, and all functions were working, except ,when I
  raised up the boom, it would not come back down.
  I am
  mechanically inclined and perform all but the most specialized or
  intense maintenance and repair on the myriad equipment I own.
  I
  tried various troubleshooting techniques outlined in the Genie
  owner/service manual and that did not remedy the situation.
  
  I
  felt it was ***e to have a Genie authorized repair facility look at
  it.
  
  I went online and found that Northern Ohio Equipment
  was an authorized Genie service center.
  I called them and
  explained the issue. They dispatched me to their customer service
  representative *****.
  I explained in detail what was happening
  and wanted to bring it in for them to look at, but I could not tow it
  because the boom was in the air.
  ***** suggested several things
  for me to try and finally I very carefully backed out a check valve
  on the boom and it returned to the stowed position.
  Then I told
  ***** I could bring it in for them to look at so they could give me
  an es***ate for repair. He said fine.
  I made the trip from
  Mogadore to Medina later that afternoon.
  I was informed *****
  was busy and not available, so they assigned another employee, “***”
  to check me in.
  I brought with me the key, the owner/service
  manual specific to my machine, the power cord for the onboard battery
  charger, and a written note detailing the boom issue, battery issue
  (see below), as well as some other ancillary items to check.
  I
  informed *** of my discussion with ***** that the main problem was
  most likely the boom holding valve and I wanted to confirm that and
  receive an estimate for repair.
  I also told him the batteries
  were fully charged, but the machine had a quirk- a parasitic load,
  that even when the key was off and removed it would slowly drain the
  batteries and, therefore, I disconnected them and either they should
  be disconnected or the the battery charger plugged in if it sits for
  any length of time.
  He said OK.
  I mentioned the battery
  issue in my note to them also.
  Next, I told him this machine
  had been stored indoors it’s entire life and asked were they going
  to keep it inside.
  He assured me they would.
  With that
  information, I then told him that winter was coming and I would not
  be in need of the lift until spring, so there was no rush and they
  could take their time and work it into their schedule.
  He said
  no, that they would attend to it promptly and get back to me with an
  estimate.
  I can almost quote him verba*** on this: “We
  don’t leave them sitting around and like to move them out.”
  
  Two weeks
  later I received a phone call from their office.
  The woman told
  me she was calling to get a payment of $300 from me for a part.
  I
  asked her what part, she said that she was just instructed to
  collect the payment and didn’t know anything about it.
  I gave
  her my credit card info and made payment for the part.
  
  After
  that, I heard nothing.
  It was winter and it wasn’t on my
  radar, and since I did tell them the unit was not needed until
  spring,
  I was comfortable believing it was in the queue and they
  would handle it in a timely fashion. Therefore, I was not concerned
  about their lack of response. Maybe the part was backordered. Maybe
  they scale back their operation in winter. I had no reason to believe
  they would not follow through.
  
  By early March, when I
  still had heard nothing, I called *****.
  After refreshing his
  memory who I was, he said he would look into it and get me the repair
  estimate.
  I told him I had upcoming projects and needed the
  machine this spring. He said OK.
  
  
  I heard nothing by
  May and called him again.
  He said that he had sent a request to
  the the office to email me an estimate and didn’t know why it
  didn’t happen and would get back to me.
  
  I heard nothing
  again and called ***** again in June.
  This time I told him I
  thought, because of their lack of attention, I felt I would be
  justified in filing a complaint.
  
  Several days
  later, June 21, 2023, more than 7 months after I brought them the
  lift, I finally received an estimate from the fourth person I have
  dealt with, the company owner, Mr. **** ********.
  We began an
  email discussion of issues with this transaction.
  
  I will
  not go into all details and try to provide a synopsis.
  Due to
  their persistent lack of communication I cannot say for certain the
  chain of events while the machine was in their possession, but I can
  attempt a chronology based on the information Mr. Zarelenga has
  stated in the email correspondence I initiated on June 21.
  I
  have attached the entire email string I exchanged with Mr. ********
  that furnishes all the details.
  In all the statements Mr.
  ******** made in his responses to me, I am not clear on what did or
  did not happen to my machine during those months, or when they
  happened.
  In the latest email I sent him on August 26, I
  requested details of what was done, when it was done, and itemization
  of pre-estimate charges I was unaware of until I received a copy of
  a shop order on August 25th, which was dated November10th, ,2022, (with a notation under “machine description” of
  02/16/2023?) with charges he claims have accrued.
  He
  did not respond to my request.
  
  As I said, I had received
  no communication from them until June 21.
  When I contacted him
  July 31 about lack of response he replied on August 01, stating they
  had employees on vacation. He also told me the note I had included in
  the items I had left with them was missing:
  “I
  went to the folder which has been in the office up front, there is
  not a note in it ( there may have been but its not there now for me
  to review”.
  In an August 09 reply he said, and again, I
  quote:
  “The machine was evaluated last year….” , and
  “the girl that called for the payment had the write up and was the
  one that would have contacted you with pricing. Unfortunately, she is
  no longer with the company so I can’t ask her if she did contact
  you or not, but this was<sic?> her primary role
  and we wouldn’t have questioned that she didn’t contact
  you.” (Emphasis mine.)
  Mr. ********’s other
  reason for their lack of action was that I said I didn’t need the
  lift until spring. Well, June 21st, when I received the
  first response, is not spring!
  
  Then, there is the issue
  of the batteries. I discovered the quirk this machine had with
  battery drain, when they are left connected, shortly after I bought
  it. My solution was to disconnect the batteries when not in use, and
  to top them off every month or so. I made a point of telling employee
  *** about this and said to either disconnect them or plug in the on
  board battery charger, which I furnished the cord for. I also
  mentioned this in the note I included. He said OK.
  In his email
  of August 09, Mr. ******** stated that “….the batteries in
  your machine are dead.”
  They
  were fully charged when I brought the unit to them. I told them
  verbally and in writing about the problem.
  
  Again, I
  am not sure what the chronology of events was while the unit was
  entrusted to them, but Mr. ******** stated on August 09 that the unit
  was evaluated “last year”. Therefore, they would have needed to
  connect the batteries to do so. Since this is an electric
  battery-operated unit, I asked Mr. ******** if a battery problem
  wouldn’t have been apparent right away? And, wouldn’t charging
  and testing the batteries be the first step in an evaluation? He did
  not respond.
  
  Then, from other statements from Mr.
  ********, I discovered that my machine had actually been stored
  outside, exposed to the elements all winter, contrary to what ***
  told me would happen.
  In a subsequent email Mr. ******** stated
  the batteries were dead, so I can only assume they were not
  disconnected and therefore subject to discharge during the winter
  months, while my lift was outside exposed to the elements.
  Mr.
  ******** and I had a detailed discussion about batteries, of which I
  am quite knowledgeable about their use, care and maintenance. He
  mostly discounted what I had to say and told me that batteries “…..will go dead over ***e by themselves, they are designed
  to.”
  That is not true. A fully charged, good condition
  battery disconnected from any source of discharge, will lose a
  maximum of 5% of it’s charge per month.
  And, this is an
  all-electric, battery powered unit. Without good batteries, it would
  be non functional.
  If I had brought it to them with bad
  batteries, how could they have done an evaluation?
  And,
  wouldn’t charging and evaluating the batteries be the first step in
  any analysis?
  And, shouldn’t they have contacted me to say
  there is a problem with them? No mention was made to me of a problem
  until I received the estimate on June 21, indicating the batteries
  “tested weak” (no date indicated for this supposed test) and they
  could sell me a set of new ones.
  But, then, on August 08, Mr.
  ******** stated “The batteries are dead, we have not tried to
  charge them yet.” In my last
  email to him, confused by his
  seemingly conflicting statements, I
  asked him to clarify exactly what and when they did anything with the
  batteries. He did not respond to
  my last email..
  
  Other
  than the $300 payment requested for the part in November, there was no mention of money until I received the
  estimate on June 21. Later, on a shop order sent to me August 25, 2023, which was dated November 10, 2022,
  listed items not on the
  original estimate that had been done without my knowledge or approval and charges for those items.
  There was even a charge for the pre-estimate “phone support”. This charge was never discussed or
  disclosed to me. None of the
  charges were itemized or dated.
  
  Mr.******** and I also had a discussion about my machine being
  stored outside all winter. He denied that *** told me it would be
  stored inside. He stated that
  “construction equipment” is meant to be stored outside.
  Yes,
  construction equipment is large and the sensitive components are
  inside the cab and protected. My lift is very compact, all electric
  and the control panels are out in the open. It fits in a standard
  residential garage with no problem, which is where I stored it. I
  looked through the manuals for the unit and could not find storage
  recommendations, so I contacted Genie directly and asked them about
  it.
  Their response was it
  had no IP rating for weather resistance and they
  did not recommend outdoor storage of this unit for extended
  periods.
  I also asked them about the battery drain issue and
  they told me that they were aware of the problem for this particular
  unit, and that they
  specify updating the controller unit to solve the problem. There
  is nothing on the es***ate I received about updating the controller,
  so I guess Mr. ******** is unaware of Genie’s recommendation.
  Even
  though I did talk to Genie
  directly, and was assigned a
  case number, Mr. ******** also discounted the
  veracity of my discussion
  with them and told me “Genie
  does only work with distributors……..”
  I have attached email response and documentation received from Genie.
  
  
  During
  my discussions with Mr. ********, I made it very clear to him that I
  was unhappy with their poor customer service and treatment of my
  machine while in their custody and total lack of communication.
  While
  I do not doubt the general competency and ability of the company to
  perform quality service work on myriad types of construction
  equipment, I feel that, perhaps, this particular machine is a bit
  outside their realm of familiarity and I don’t feel comfortable
  having them perform the repairs and wish to take it elsewhere for a
  second opinion..
  
  As I told Mr. ********, I have found
  another dealer and gave them a general outline of my situation. I
  spoke by phone and email with a representative who said to bring it
  to them and they would be more than happy to have their technician
  inspect, assess, and personally discuss any issues and options with
  me. I have attached an email from them.
  
  I am particularly
  concerned with the batteries. As I stated, I still am not clear what
  or when anything was done, and can only guess. They claim to have
  charged and “tested” them, but did not detail how they were
  tested.
  The batteries may be good, fair, or dead, I don’t
  know.
  And
  also why.
  I
  am certain they were fine as I tested them for capacity before I
  brought the unit in to them. If it sat all winter with the batteries
  connected, they would most certainly be completely discharged and
  then, after sitting out all winter, subject to freezing, which would
  be detrimental.
  In the interests of accuracy, I would like to
  take them to my battery supplier for analysis. They will do a
  complete diagnostic to determine capacity. If capacity is found to be
  unsatisfactory, they will dismantle the batteries to determine the
  cause. If the battery cell(s) have indeed been frozen, it will be
  apparent. In the unlikely event they have an unrelated problem, they
  would be able to determine that as well.
  
  As I was
  uninformed and unaware of any accruing charges listed on the
  pre-estimate work order I received, I do not feel I should pay for
  the work done without my consent. I did OK purchase of the part and
  offered to pay for that, since, presumably, it is a needed part. The
  unit also had a tire with a slow leak, which they say they went ahead
  and repaired, also without my knowledge or consent. I offered to pay
  for that as well. Considering the time, effort and possible damage(s)
  to my machine while entrusted to them, I believed that to be more
  than fair.
  Mr. ******** declined my offer.
  Now that the
  season of use of the lift is nearly over, even if it would not get
  repaired this year in time to use it, I would at least be able to
  bring it home where it would be sheltered and not subjected to
  another winter exposed to the elements.

   

  _________________________________________________________________________________________________________________________________________________

  Thank you for your attention to this matter. ****
  
  
  
  
  
  

  

  Business Response

  Date: 10/06/2023

  Good afternoon,

  In response to Mr. ******s complaint i am offering a few items that i didnt see in the paragraph with his concerns.

  Mr. ****** called in and spoke with ***** which spent hours between calls helping him to get the machine lowered. **** adjusted a holding valve that allowed the boom to come down. When he arrived with the machine it had a tire that almost flat. The machine was checked in and taken into the yard, at no point was **** told we would store it indoors, we dont have space to store customer units indoors. At this point he also indicated he would ne need it until next year. The valve that he adjusted was purchased and installed  ( Authorized by ****, he gave us the CC ) and the machine was checked over. My involvement has come into play after i was told he was not satisfied with who he was talking to, one of the employees is no longer with us. The letter attached is authorizing repairs to the machine not requesting an estimate. I dont have any info on who or when he states he called in, i spoke with anyone that may have had a conversation and they have indicated no calls. **** has sent numerous large emails with info about the machine and most of it is not accurate and have responded to them. His last request is a detailed invoice, it has not been invoiced, we were waiting on approval or denial on the repairs. At this point there is an open amount that needs paid before the unit will be released for pick up                

  Customer Answer

  Date: 10/14/2023

   I am rejecting this response because: I am totally dissatisfied with Mr. ********'s varied and conflicting responses to the many issues that have plagued this transaction, outlined below and in all my other previuos correspondences with him. He has blamed me for the lack of movement on this and claims I had never asked for an estimate, which I did multiple times and, most notably, his denial that I had contacted anyone previously to resolve these issues. I have attached here phone records of my three attempts this year to contact *****, who, until Mr. ******** had informed me my case had been transferred to an office worker who knew nothing about it and is no longer with the company. She was supposedly tasked with contacting me, which she didn't, and Mr. ******** directly told me that was not a concern for him! In my three contacts with ***** on my estimate status he said he would check into it and get back with me, which never happened. He should have just told me my case was transferred to someone else and given me the info on the person who was handling it.
  
  

  
  Dear Mr. ********
  I received your
  reply, and I find the inconsistencies in your statements to me the
  past 3+ months simply mind-boggling and aggravating.
  I am
  pretty clear on what happened in this process from my end, but your
  delayed communications, starting 7 months after I brought the unit to
  you, has forced me to make assumptions, based on your contradictory
  statements throughout these 3+ months we have been
  corresponding.
  That is why I asked you to furnish me a
  chronology of everything that has happened on your end since I left
  the unit with you last fall. I believe this to be a reasonable
  request.
  You refused.
  
  
  I see you found the
  note I included in the folder I left with you when I dropped off the
  lift last fall, which, on August 23, you told me was “missing”.
  When was it “found”?
  You only sent the first page, so in the
  interests of accuracy, I have attached the entire note.
  This is simply an
  informal note I left with you, just highlighting the machine issues
  and what I wished to happen all of which was discussed verbally when
  I dropped off the lift. I made it very clear when I talked to ***,
  and he agreed, that you would look at the unit and give me an
  estimate for repair.
  And, how can you claim that my note was
  authorization for repairs, which you indicated earlier had been made
  last fall, when you did not find the note until just recently?
  
  The
  note is verifies some of the issues we discussed earlier and you
  dismissed.
  
  *** told me the unit would be stored inside,
  which you deny. In the note I made a point of telling you the lift
  had been in dry storage for 2 years. Why would I have mentioned that
  unless it was a concern of mine? It was important to me and I
  discussed it with *** and he assured me it would be stored
  inside.
  
  The battery issue we have been going back and
  forth about is detailed in the note as well. That was also a big
  concern of mine which I discussed with ***. Your chronology of what
  happened with the batteries and their present condition is utterly
  confusing.
  
  Next, let’s go to *****.
  When I called
  your company, I was transferred to *****. I explained the issue and
  ***** volunteered to help me get the lift to come down so I could
  bring it in. He did not indicate there would be a charge for this, so
  I assumed it was complimentary. Any charges should have been
  disclosed up front.
  When I recently had a roof replacement, I
  contacted 3 companies. Each came out, spent considerable time
  assessing the project and furnished me an estimate. No charge. When I
  go in for car repair, if there is a charge for an estimate, it is
  always clearly stated up front.
  
  I made arrangements with
  ***** to drop off the lift, and I thought it unfortunate he was not
  available when I got there, but assumed ***, who checked me in, would
  handle it just fine. I unhooked the trailer from my car in the
  parking lot, where it remained until after I left.
  It was not
  immediately transported to the yard in my presence, as you just
  stated.
  
  Two weeks later, I received a call from your
  office requesting payment for a part. I asked her what part, she said
  she did not know anything about it.
  Much later, in your
  correspondence with me, you told me an office girl was assigned to
  handle my account. I assume it was the same person who collected my
  payment? If so, this office girl who knew nothing about my
  project,was supposed to contact me and didn’t and you directly told
  me that was not a problem for you? Really?
  
  Fast forward
  to late winter, after 3 months of silence from you.
  On March 06th I called *****, who I assumed was still my rep because I had not
  heard otherwise, for a status update on my estimate. I told him I
  needed the unit this spring. He said he didn’t know but would check
  and get back to me. Nothing.
  On May 11th I called
  again, telling him I did not receive the estimate. He said he did not
  know why and would check into it. Nothing.
  On June 21st I called him again, and told him in no uncertain terms I thought his
  lack of action merited a complaint.
  This generated a same day
  response from you and the long overdue estimate.
  In your current
  response, you deny my above contacts with *****. Please see phone
  records attached.
  And, if I did not have contact with *****, did
  you just coincidentally happen to send your email and estimate that
  same day, even though, according to you, I never asked for one?
  
  
  
  

  

  Business Response

  Date: 10/22/2023

  ****,

  Please send an expanded view of the phone log showing the time of day you called and who you spoke with.

  Thank you, 

  

  Business Response

  Date: 10/23/2023

   I am rejecting this response because: I am totally dissatisfied with Mr. ********'s varied and conflicting responses to the many issues that have plagued this transaction, outlined below and in all my other previuos correspondences with him. He has blamed me for the lack of movement on this and claims I had never asked for an estimate, which I did multiple times and, most notably, his denial that I had contacted anyone previously to resolve these issues. I have attached here phone records of my three attempts this year to contact *****, who, until Mr. ******** had informed me my case had been transferred to an office worker who knew nothing about it and is no longer with the company. She was supposedly tasked with contacting me, which she didn't, and Mr. ******** directly told me that was not a concern for him! In my three contacts with ***** on my estimate status he said he would check into it and get back with me, which never happened. He should have just told me my case was transferred to someone else and given me the info on the person who was handling it.

  **** ******, 

  The information above is inaccurate along with many of the items you have included in the emails. I have not blamed you for not moving on the repair, your case hasnt been transferred to someone else, we dont have cases.  I never said you didnt ask for an es***ate or contacted anyone previously. You were never told the machine would be stored inside and I NEVER Said it is not a concern of mine. I got involved after i was told that wasnt taken care and have been getting you info so we could get the machine repaired and back to you. 

  You have indicated you want to take it to another location, It does need repaired before use. currently its not operating correctly. There is an open invoice that needs taken care of before it will be released.

   

  Thank you, 

  Customer Answer

  Date: 10/30/2023

  I am sorry, but I do not believe Mr. ******* has dealt in good faith.
  

   I believe, this entire ordeal with his company, Northern Ohio Equipment, to be an epic failure of
  customer service.
  Mr. ******** denies there is a problem and
  summarily dismisses the veracity of my claims, even when I present
  documentation to substantiate it.
  
  Therefore, I
  respectfully request mediation.
  
  For whatever reason(s),
  Northern Ohio Equipment Services has dropped the ball on my job and
  it seems they are now just looking for ways to shift the blame and
  cover their tracks. I have repeatedly asked Mr. ******** for a chronology of events that have
  or have not occurred and when they happened, during the time my lift
  has been entrusted to them.
  He has steadfastly refused to do
  this and explain to me the how and when of the events that occurred
  during the nearly 12 months they have had my lift, so everything that
  has happened on their side is very unclear to me.
  After repeated
  attempts and, ultimately, being forced to threaten them with filing a
  complaint, I finally received my oft requested estimate
  on June 21, which listed only ancillary, unrelated items, and did NOT
  include or even mention the initial problem of the valve replacement
  and other items, or any services that actually had been performed up
  to that time.
  Then, on August 25, eight months later,
  I received a work order for the initial valve replacement and other
  sundry items that were supposedly done last fall, with a lump hourly
  charge so I had, and still have, no idea of the individual item
  charges. Again, Mr. ******** refuses to itemize.
  
  
  Mr. ********’s first line of defense of their inaction was that I
  stated to *** and ***** that I did not need the lift until spring.
  That is correct, I did say that.
  But, that also means
  that I DID need it in the spring, which I said to *** when I dropped
  the lift off, and again to *****, when I spoke with him, just before
  spring, on March 6, asking for my estimate ASAP so we could please
  get going on this because I need it this spring (no response), again
  on May 11, (again, no response). Then, on June 21, I called AGAIN and told him in no uncertain terms that I
  felt justified in filing a complaint. I received the es***ate later that day.
  However, June 21 is summer,
  not spring, and my lift was yet to be repaired.
  Mr. ********
  has just recently changed his narrative to now claiming I said I
  didn’t need the lift until next year.
  
  I
  have lost an entire season’s use of my machine because of their
  inaction, which they would like to claim is because of me and not
  them.
  
  Mr. ******** denied that I had attempted to contact
  them multiple times and recently asked me who I spoke with, even
  though I have told him several times ***** was the person I have
  contacted.
  Mr. ******** replied on October 06 : “I
  dont have any info on who or when he states he called in, i spoke
  with anyone that may have had a conversation and they have indicated
  no calls.” Presumably
  ***** was one of those he spoke with?
  I have
  furnished phone records to him of my calls to *****, made to his personal cell phone, so, of course the calls went to him.
  
  When we did the initial troubleshooting by phone ***** told me to use
  his personal number so I could text him photos. I entered his number
  as a primary into my contacts under “Northern Ohio Equipment”.
  Therefore, it is listed as “home” on the call records.
  According
  to the NOES website profile, ***** is a company principal. I am
  therefore guessing they communicate regularly, and, I doubt, because
  I was so unhappy in my phone call June 21, that they did not have a
  discussion, or that both of them would have simply “forgotten”,
  *****’s conversation with me that day. It also seems very unlikely
  that I would have just coincidentally received an
  es***ate on that same day if I had not contacted ***** and they had
  not conversed.
  After I furnished to him my call records with
  *****, on October 23 Mr. ******** responded: “ I never said
  you didnt ask for an es***ate or contacted anyone previously.”
  I think the
  inconsistencies in Mr. ********’s statements, at least to me, are
  obvious.
  
  He has denied most of the things I talked about
  with *** who checked me in when I dropped the lift off, as well as to
  ***** previously.
  When I dropped the unit off I included a
  folder containing the service manual for the lift, the power cord for
  the charger, and a note, outlining the issues I talked about with ***.
  
  This
  note is important because it described the issues with the batteries,
  which Mr. ******** and I have had lengthy discussions about. This
  particular lift DOES have a battery drain issue and I DID correspond
  with Genie tech support both by phone and by email and they verified the battery drain issue, telling me they have a
  recommended update for the controller contact to solve the problem.
  When I told Mr. ******** about my correspondence with Genie, and that
  I have a case number to prove it, his only response to me was “Genie
  does only work with distributors.”
  I
  have attached the documentssent
  to me by Genie.
  If Mr. ******** does not believe this,
  he could have simply called Genie to verify what
  I say.
  
  At no time, other than
  the request for payment for a part, was payment of any kind
  discussed.
  Yet according to Mr. ********, and
  unbeknownst to me, 8 months later, charges had been
  accruing, including the initial phone call from ***** to troubleshoot
  the unit enough that I could bring it in.
  ***** did not say anything to the effect of “I can help you with this, but there
  will be a charge of $xxx.”
  Instead, he merely said, “Let’s
  see if we can get your boom down so you can bring it in.”
  Also,
  Mr. ******** claims my note, described above,of which he sent you the
  first page of on October 23, 2023, was a
  carte blanche go-ahead to repair the unit without regard to my
  approval, cost, or any communication of what was happening.
  It
  was not. It was there to highlight the verbal conversation I would
  have with ***** (or, as it happened,with ***, since ***** was not
  available) about issues with the unit when I dropped it
  off.
  
  Previous to that, On August 01, 2023 Mr. ******** told me the note was “missing” : “I
  went to the folder which has been in the office up front, there is
  not a note in it ( there may have been but its not there now for me
  to review”.
  These service charges supposedly had
  been accruing since last fall, which
  Mr. ******** claims were approved by me in a note that was “lost”
  ,and that he was not aware existed, until at least August of the
  following year?
  
  
  On August 09, 8
  months after I brought it in, I was finally informed
  that my lift had actually been evaluated last year! (no date given.)
  That was news to me. I was not informed of this when it happened or within any reasonable ***e
  afterward.
  
  Mr. ********
  has stated several different variations of what happened with my
  batteries as follows:
  
  
  -Listed on their
  work order, dated 11/10/2022 (which I didn’t receive until August
  25th , 2023) as completed work on 02/16/2023? : "charge
  batteries" and "charge batteries individually"
  
  then- on 06/21/23: “The batteries in the machine are
  testing weak and may not last.
  Replacement batteries are 759.68
  for the four.”
  
  
  then- on 06-27-23: “As for the batteries, they will go
  dead over***e by themselves, they are designed to. I have the shop
  checking them and I will let you know the condition”. The
  first sentence is not true and the second never
  happened.
  
  then- on 8/1/23 he said: “The batteries
  are dead,  we have not tried to charge them yet.”
  
  None of these conflicting statements indicate the
  batteries were ever charged or analyzed “last year”, or any ***e
  before this August 1st statement, so I assume they were
  not.
  And, if the batteries were bad, as they claim, how could
  they perform an evaluation?
  This is a battery powered unit,
  shouldn’t an evaluation of the batteries be the first thing
  done?
  At the very least they, should have plugged the on-board
  charger in with the power cord I furnished.
  Instead, I assume
  they connected the batteries last fall some***e, which were fully
  charged, did an evaluation and then left the batteries connected,
  because my note outlining this battery drain issue, and my solution
  to disconnect them when not in use, was “lost”. So, the batteries
  were discharging all winter, and would most certainly
  be dead by spring.
  
  
  
  
  Most of my statements above I believe to be true. However, due to
  the limited information I have received on some of the events on
  their end, I have been forced to make extrapolated, but yet
  reasonable, assumptions, which I define as such.
  I welcome clarification from Mr. ******** on items he believes to
  be in error.
  The items in bold in quotations are exact quotes extracted from my
  correspondences with Mr. ********.
  Thank you, ****