Fire Department Equipment
Witmer Public Safety Group IncComplaints
This profile includes complaints for Witmer Public Safety Group Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 7 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/07/2025
Type:Billing IssuesStatus: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 April 7th, I purchased a spineboard from WPSG d/b/a "TheFireStore" at a price of ****** (including shipping and taxes). A short time thereafter, I was informed via email that the manufacturer had actually listed a price of $499.99 and they would need payment remitted for the difference.I called **************** a short time after and was informed that I would need to pay the difference. I raised the issue that this practice went against honest pricing laws in ******** and was told I would be transferred to a supervisor. The call center supervisor informed me that their terms and conditions included a clause that they could correct "misprints". The undersigned was unable to locate such policy. Regardless, I informed them that State Laws would prevail over terms and conditions and was informed that they were not concerned by the issue.I was presented the option of cancelling the order or paying the difference. I selected to cancel as I would not pay the higher price quoted.The order and the subsequent email are enclosed for reference. My desired settlement is that WPSG d/b/a "TheFireStore" agrees to sell me the item at the advertised price at which I completed an order.Business Response
Date: 04/24/2025
*******************************************************
I completely understand the customer's frustration. Seeing what seemed like a great price online feels like a fantastic opportunity. I can understand feeling frustrated that the order won't be placed at that. Being in a live system where prices are updated in real time and our vendors don't always provide us with new pricing when things change, leaves us in the position of periodically rejecting an order that we can't fulfil at the stated price. In our attempt to order this product from the manufacturer, we were informed that we could not place this order at the old price. The vendor rejected our order and we are unable to fill it at that price for the customer. We let the customer know as soon as we could and offered him the chance to keep his order at the new price. Unfortunately there is nothing more we can do. He chose to cancel this order and we are not in business to sell product at a loss. Our T&C is clear that we reserve the right to correct pricing when we find that it is wrong. We won't be doing anything further on this order unless the customer would like to pay the current price. Again, I understand the frustration, however we don't remain in business losing hundreds of dollars to fulfill orders.
Customer Answer
Date: 04/25/2025
Complaint: 23171065
I am in receipt of your message dated April 25, 2025,and have reviewed it. While I understand the fact that your business must turn a profit and cannot operate by losing money on orders, I would also contend that your business cannot remain successful by disappointing your customers. Aside from the legal questions related to honest pricing, there is the moral question of whether or not your business will choose to stand by the commitments it makes to its customers (in the form of advertised price, in this instance),even when doing so may not be the most profitable path for that individual order.
Losing the trust of your customers, as you are doing with me in this instance, is very difficult to regain and no amount of profit can substitute for the loss of reputation associated with a lack of integrity and accountability. If this complaint is closed with the current resolution (and published online by the BBB), you will have lost at least one customer for life.
Yours, etc.
***** ********Initial Complaint
Date:12/20/2024
Type:Service or Repair IssuesStatus: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.
I ordered a badge wallet on 11/22 with a delivery date of NLT 12/20, I sent an email on 12/16 asking the status, was told I would have it by 12/20. Never heard from them again, no shipping notification of an email about the status. If they cannot get it here in a timely manner then I will accept a refund.Business Response
Date: 01/02/2025
Per my review of this order, ***** has been in communication with ***** ********, ********************** regarding the status of this order. There were some delays getting information from the customer for the specific cutout design needed for the wallet which added to the published lead time. It seems that the communication concerns have been addressed and the order is in process. I'm considering this case closed pending an update from the customer after he receives the product in a few days.
Thank you,
***** Witmer, CEO
Customer Answer
Date: 01/02/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
***** ****Initial Complaint
Date:04/10/2024
Type:Delivery IssuesStatus: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.
Ordered boots from this company, hadn't heard about shipping for 3 weeks so I called customer support for help. Was told the boots I ordered were out of stock and they were never going to ship. Nobody from the company ever contacted me, I had to contact them. They then proceeded to tell me if I wanted the same boots, "newer model" that I would have to pay $250 more to order them. Terrible company and business practices, seems kinda of like a scam for your money, so hopefully you'll just pay "a little" more. Held on to $400 for 3 weeks with no intent to fill the order, not an email/phone call about the order. Firefighters, stay away from this storeBusiness Response
Date: 04/10/2024
******* and the BBB,
I understand the frustration that this situation has caused. Our manufacturers discontinue products at their will and when they do, if we have backorders for those products, it takes time to contact customers and offer options. In this case, before we could proactively reach *******, he called for a status. At that time we told him that the manufacturer, Globe, owned by MSA, had just discontinued the item. As a distributor, we are stuck in the middle of these situations and sometimes the timing can make a situation seem nefarious, but that doesn't make it true. We don't want to cancel an order and we certainly don't want to disappoint a customer, however we don't control the decisions of the manufacturer. They chose not to fulfill the order and recommended their new boot to replace it. We offered a 12% discount to *******, but he refused it as the price was still going to be more than the boots that he ordered and expected to receive. I can absolutely put myself in his position and feel that frustration, but we can't make the boots exist to fulfill his order. We did what we could, but this was not a bait and switch scenario, we simply communicated what the manufacturer decided and were stuck with their decision. We tried to help with the price difference but are not in a position to lose money on orders just to smooth out situations like this. We offered what we could and ******* chose to cancel his order. I don't want to lose any customers, and hope that in time ******* can understand that we did what we could and we're sorry that Globe canceled our order for his boot and put us in that spot.
Best regards,
***** Witmer, CEO
Customer Answer
Date: 04/11/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: 21557212
I am rejecting this response because: ************ accepted my order and knew this product would not be shipped. They are advertising products they cannot deliver and charging customers. The disappointment that I feel is the fact that this company held on to my money for 3 weeks and did not contact me about the order never shipping. It brings to question how many other orders this company has that will never be shipped and haven't been shipped. Even a manual process as they claim should not take 3 weeks and even I question if I hadn't called how long it would have taken to contact me or even if they would have contacted me. Reading their reviews online I noticed that customers have many complaints about failure of communication from this store and often they have to pay more in service fees/shipping fees and miraculously their products ship, or products being out of stock and not receiving any communication from this store.
Regards,
***************************Initial Complaint
Date:03/15/2024
Type:Sales and Advertising IssuesStatus: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 made a purchase from this vendor. I have an invoice showing the purchase price. After the transaction was concluded and the goods delivered, I noticed the incorrect amount was charged to my card. I contacted them and they stated they made a mistake and tried to change their invoice because they state they incorrectly applied a sale price. This was two weeks after the sale and on a custom nonreturnable item. Never do business with these fraudulent thieves.Business Response
Date: 03/26/2024
The customer made a purchase online. They paid exactly the correct price online. They were emailed a sales order (which is not a completed sale document) which had a misapplied promo to a single line item (which they have been repeatedly told was a system mistake) and that this item was not eligible for that discount. Again, the price online was correct and that is what they were charged. The actual invoices that the customer has received are accurate and priced correctly. These attempts to report our company as if we didn't honor a published price are unfair and inaccurate. There was a mistake on the sales order, I don't dispute that, but the customer is choosing not to acknowledge the correct pricing online, which is what they agreed to, and they are not acknowledging the correct prices reflected on their order confirmation and every other printed document. This customer attempted a credit card chargeback, which they lost. The timing of this BBB complaint seems to be directly related to that timing. I'm terribly sorry that the sales order reflected a discount that it shouldn't have, but it was a post-sale email, it was a mistake, which has been reiterated over and over again, and it didn't influence their decision to buy. So while I'm sorry this mistaken email happened, accusing our company of theft is simply slander.Customer Answer
Date: 03/28/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: 21437454
I am rejecting this response because:
It is inaccurate and untrue. The corrected invoice was over a week after the sale. I was told the promo applied to instock items which is why the price would correct once items shipped the next day and show up in the next few days. Your company tried to conceal this fact and tried to be rather secretive altering the invoice - you just didnt realize I already had copies. At least you finally acknowledge you made a mistake, but you refuse to honor your mistake. If I sell something for a price, I dont change it a week later and say I made a mistake and expect them to pay for it. No honest business does that. No one should ever do business with your shady company. Dishonest is dishonest and thats your business practices.
Regards,
***********************************Initial Complaint
Date:01/26/2024
Type:Delivery IssuesStatus: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 ordered the following item online and never received the order. The item has been charged to my credit card. I have contacted ****************************:: CALL CENTER QUALITY SPECIALIST Witmer Public Safety Group, Inc. and filed a dispute with the credit card company. I have not received a chargeback or reimbursement. I am checking with you to confirm that you received your order for your Case Style *** Hidden Badge Credit Card Wallet Suede Badge protector and your model: ***** finish: Nickel enamel _type: regular.Business Response
Date: 01/29/2024
********************************************************************************
The tracking shows that this order was delivered back in December. The customer claims no receipt.
The refund was issued on 1/26/2024.
Initial Complaint
Date:12/19/2023
Type:Delivery IssuesStatus: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 Nov.27,2023 I ordered a Bath lift chair from ***********.com they had a cyber Monday sale the website said it would take 3-5 business days to process the order it’s now Dec 19 they still haven’t processed it they charged my credit card on Nov 27 the day I ordered the chair and still haven’t processed order I called them and was told it’s holiday season and would Email me when it would be processed I still haven’t received any email or anything telling me when I’m going to get my chair that I paid for I emailed them on Dec 13 they emailed me back saying they would find out when they will send me my chair it would be 2-3 business days until they could tell me it’s now Dec 19 and they did not respond back I need this Bath chair lift my wife had kidney surgery and needs assistance getting in and out of the bath it’s causing her major pain and distress please help us with this complaint .Thank you ***********************Business Response
Date: 01/22/2024
As of January 16th this order was fully cancelled in our system and the customer was refunded. We had the item listed for sale on our website because the manufacturer had committed to filling our orders. We submitted that order when the customer ordered back in November but they did not fill our order. We are terribly sorry this happened and we were at the mercy of the manufacturer who did not fulfill. Humble apologies.
***** ******, CEO
Customer Answer
Date: 02/02/2024
Theemsstore keeps telling me the manufacturer has changed its policy and wont ship the item but I keep receiving emails from theemsstore offering to sell me the same item I believe they are lying to me I ordered it on cyber Monday at a discount I believe they want more money than they sold it to me they did refund my money back to the credit card but they had my money for 7 weeks so Im not sure if this was a scamInitial Complaint
Date:07/15/2023
Type:Product IssuesStatus: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.
on 06/15/2023 i placed an order for 26 total boxs of ammo (each box containing 20 rounds) which was the total remaining units the website said it had in stock. The order number is: ********. on 06/22/2023, i received in the mail ONE single box of ammo. The shipment was short 25 boxs. i sent an email right away and did not receive any reply back, so i decided to call the customer service number on 6/23. I spoke to a representative who told me that they only had one box in stock and that the remaining 25 had been placed on back order. i placed my order with the understanding that it was in stock. i requested that my order be cancelled and refunded. the representative told me i could not return the single box i received but that the remaining 25 boxs on back order would be cancelled and i would be refunded. after about 2 weeks without a refund i called and was told they finally got to doing the refund and i would receive the refund any day now. its now been ANOTHER 2 weeks since then and a total of one month since i initially placed the order and i have yet to get a refund. these people have given me the run around and will not refund my money. i want my money back right now i feel as if ive been scammed. what a terrible way to do business ive never dealt with such an unprofessional business before.Business Response
Date: 07/20/2023
This order was refunded on 7/18/2023. Very sorry for the delay. We will work on better communication between our customer service and finance team.
Apologies,
***** ******, CEO
Customer Answer
Date: 07/25/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
*************************
Witmer Public Safety Group Inc is BBB Accredited.
This business has committed to upholding the BBB Standards for Trust.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.