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:12/01/2023

  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.

  Our sales representative was working with us on repairing a ********** Brake for bending metal. We were advised to purchase a new drive that cost approx $4771.99. When we replaced the drive the machine was still not working. I ended up sending parts myself to a company for repair and the part they advised us to purchase was never needed and we went past the return date because no one ever responded to our emails. Then we started to get the run around stating they they didn't know anything and now we haven't heard anything back in a few months. We went back and forth for a few months and now I haven't heard anything. This expensive part is sitting in the original box it was shipped in, in my office.

  Business Response

  Date: 12/22/2023

  We agree that the process has taken longer than we all would have preferred or anticipated.
  
  There was no run around as suggested. ********************************* from Fox Machinery responded to an email from *******************************, after a cordial phone conversation, in a casual tone. It may have been interpreted as "not know anything", although ******** was just trying to convey that she had no new update at the time. We last spoke ******* on 8/23/23. ******** and I called  to let her know who we had been speaking to at ******* and what we were attempting to accomplish when the customer interrupted and then hung up abruptly, and ending the call, We continued to follow up with ******* until they provided a response on 12/8/23 stating that "****************** advised we are not able to accept the return." Prior to this response we left messages with ******************************* making her aware of ***'s displeasure in the hope of receiving a phone call to discuss the situation, clear up the confusion and obtain a definitive response on the status of the RMA requested. We never received a call back from ****** or anyone else at *******. ****** finally respond to an email on sent on 12/8/23 with *******'s denial of the return.
  
  Upon receipt of ******'s email denying the RMA request, Fox Machinery reached out to SEK via the email below:
  
  *******,
  
  I apologize for the miscommunications that led to the confusion regarding the return of the ************************* Drive for ********** ******-****.
  
  It was not until today that we finally received word from ******* regarding the RMA for the drive. ******* denied our request for the return. However, we will refund the full purchase price of $4,633.00 if you agree to send the drive back to Fox Machinery. We will also provide a return shipping label for the drive.
  
  Thank you,
  
  *************************
  
  *** agreed and we sent them a prepaid shipping label to return the drive. Upon receipt of the drive, a refund was processed for the purchased price of the drive on 12/18/23, on check #****, in the amount of $4,6330, despite finding damage to the face of the drive upon receipt.
  
  The press brake mention in the complaint is an older machine, which required sourcing the drive from someone other than **********. The technician for Fox's service arm, *************, originally diagnosed the issue with the machine as a faulty drive. Because the drive was obsolete and no longer available from **********, Fox searched for a drive that would fix the problem. We had a refurbished drive quoted by ******* hoping it would be to solve the problem. The order was placed and the drive was sent out to be program to match the machine. When the drive was installed, it unfortunately, did not resolve the issue.
  
  *** and ******* had a discussion, in which Fox was not included, to send all the parts to Radwell for testing. After sending the original drive from the press break, the drive purchased from Radwell and the motor operated by the drives to Radwell for testing, it was determined that the original drive was not the issue and the the motor would need to be repaired/replaced. Upon hearing the outcome of the test, Fox Machinery requested a RMA from *********************** on 4/21/23 to return the previously order drive. At this point there were multiple conversation were happening, as supported in the emails submitted by the customer. ******* was communicating with ***************************, Outside Sales Representative at ******************************** was communicating with ****** and then ******. In both email string, there are comments suggesting an RMA should and would be issued.
  
  There was never an unwillingness "to take the loss on the transaction as suggested by ***************************, Outside Sales Representative at *******, to ***. We were working through the process with ******* to have an RMA issued for the drive that was order but not used in the repair of the brake. The process was hindered by multiple conversation happening amongst different parties which caused confusion and misunderstand that lead to lengthy process to get *** the result they desired.
  
  If you have any further questions concerning this matter. please feel free to contact me direct directly at ************.
  
  Thank you,
  
  *************************
  General Manager
  Fox Machinery Associates

  Customer Answer

  Date: 01/02/2024

  Good morning,

  I was contacted by the vendor and we initiated the return process.  As of now, they received the product back and I am still awaiting the refund check.  They advised that it was sent on 12/21/23.  I also asked for the tracking information.  I will close this dispute once the check has cleared my bank.