Complaints

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:01/11/2023

  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.

  I purchased a wood splitter from Wood Splitters Direct. After assembly it was clear that the item was not manufactured correctly or was damaged during shipping. The Wood Splitter leaks fluid and is supposed to transition from horizontal to vertical. It is not able to do so because the bracket it bent. I paid to have a splitter that can be used vertical and this can not. The wheels also are rubbing and every time I move it more rubber shreds off. soon there tire will be completely destroyed. I reached out to the company as soon as I noticed these deficiencies and after many weeks of back and forth asking for documentation which I provided I was advised to Hit It With A Hammer. and if I did so they would send me a free cover. I told them that I would not hit such an expensive item with a hammer and asked them to send replacement parts. Since then I have had no response. I would like them to send me the replacement parts I have asked for.

  

  Business Response

  Date: 01/20/2023

  Hello,
  
  
  Unfortunately it looks like you made a complaint against us instead of the manufacturer Ram Splitter.  We here at Wood Splitters Direct never made any of these statements you described in this complaint.  Our last contact with you was on December 7, 2022 where at that time we put you in touch with ************ directly so they can better resolve the issue with your manufacturer warranty.   The next time we heard from you was this complaint from the BBB on January 11, 2023.  Unfortunately, we had no chance to help you resolve this issue that you were not satisfied with your service or answers with Ram Splitter.   We are more than happy to help and apologize for your experience with Ram Splitter.  
  
  
  Moving forward, according to the pictures it looks like you have been using the log splitter now since October.  I did contact Ram Splitter to get more details of the situation and got Ram Splitters response:  If this was damaged in shipping, we had no indication from you it had damage and it was signed for and accepted.  We do realize that sometimes damage can be hidden and hard to tell.  We were told Ram Splitter did give you the option to try to straighten the slight bend in the axle because of the rubbing tire so you didn't have to dump all the fluids and change the tank out as the axle is welded to the tank.  They said they would compensate you with a free cover if you wanted to do it that way OR they would send you a new tank to replace your old one which has the axle attached to it.  The suggestion I think was meant to try to solve the situation quickly and offer you a choice.   Ram Splitter told us the tanks have been on backorder and they are expecting them to be done hopefully this week or early next week.  I have been provided a tracking number via ***** and I will watch for that to start tracking when it's picked up.  Again, sorry about your situation and we unfortunately have been put in the position to be the middle person which we are ok with now that we are aware of the situation.  We will push with them to get this resolved.
  
  
  Thanks, WSD
  
  
  
  

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18720842
  
  I am rejecting this response because: In addition to the vendor stating that they will follow up I see no mention about crediting me for the cost of the hydraulic fluid that I will have to replace   The damage that occurred could not have been discovered until it was assembled which was when I did reach out   It would be unrealistic to have the delivery driver wait while I assembled the product before signing off 

  I did file the complaint with the correct vendor as they are who I purchased the item through  had I purchased through ram splitters directly I would have filled with them. 

  
  Sincerely,
  
  *********************** (***********)