Complaints

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• Initial Complaint

  Date:06/01/2023

  Type:Sales and Advertising 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 the item on 4-29-23, item arrived damaged and shipment was declined. A replacement was sent out and received on 5-17-23, cross supports were not in the box as described in video on companies webpage. I contacted the company on 5-22-23, spoke to a young lady and she was saying that was an item sold separately, I requested to speak with a manager. The manager ************************* called me back on 5-23-23 mid day, told me the video was wrong, repeatedly said they are sold separately, if I wanted them I had to pay additional for them. When I refreshed the Stratus website the video was removed before he called me that day, I proceeded to ******* where the video was also posted and the "what you get in the box" was edited out. He asked me if it said in text that I was suppose to get them, when I checked the website it was there under technical information under shipping weights and dimensions. I called **************** back and explained it was on the video, and in plain text. He continued to say they are sold separately there was an error from a black Friday sale about 7 months ago and he said the owner of the company said they are sold separately and there is nothing he can do. I asked to speak to the owner and after a 10 minute hold **************** said "she don't want to talk to you". I asked her name and he gave me ***** **** as the owner of the company. Since that phone call they corrected the technical specs and removed the cross support dimensions and shipping weight for the lift webpage. I will include a picture of the video where the cross supports are on the lift as the spokesperson wheels the lift around as it is mobile, also I will include pictures of the overlapping text on the page from this lift and highlighted where it gives cross support dimensions. Had that video not been on the webpage I would NOT have purchased this product!

  Business Response

  Date: 06/01/2023

  The support bars in question are a optional feature for the MS9000XT. We do agree that the video wording mislead on the fact that they were optional, hence the video being taken down for correction. We do not wish to mislead our customers about a product. The Support Bars are within the video due to them being a optional feature that is sold separately from the lift. But, they are optional and a additional fee does apply to getting them. 

  Customer Answer

  Date: 06/01/2023

  Complaint: 20127934
  
  I am rejecting this response because:

  The video did NOT say they were optional. The video clearly stated "what you will receive" right after the lifting capabilities were explained and just before the control options. Your editing even cut of half the model# when the spokes person was saying it, right at the 0:51 second **** of the 1:21 min video.

  ****************************

  But it was after i called to inquire about them being missing, the video was removed from the website and edited on ******* to take that part out like your trying to cover up your tracks. Look, I understand if you made a mistake, people do make them. But own it, then correct it, and learn from it. Again i would not have spent almost ******* without the justification of the amount when the next company i was looking at was ******* and didnt mention anything about included cross supports. Maybe BBB should ask for that ******* video's last date and time it was modified on. Bet it would be the morning of 5-23-23.
  
  Regards,
  
  *******************************