Complaints

This profile includes complaints for Equipment Experts Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Equipment Experts Inc

  2704 104th Street Ct S Lakewood, WA 98499

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  Equipment Experts Inc

  2704 104TH STREET CT S LAKEWOOD, CO 98499

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:03/23/2024

  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.

  Date of transaction: March 22, 2024 Amount paid: $1,317.54 What the business committed to provide and nature of dispute: They were supposed to replace two glow plugs on my diesel 2011 ******** **** Sprinter. They stated orally (without providing a written estimate) that repairs would be around $1,600 or less. I dropped off my vehicle on March 21, 2024 around 9:20 AM and received the first phone call from the shop at approximately 10:03 AM that they would be able to repair the vehicle and this is when they told me over the phone the cost would be around $1,600. At 12:57 PM I received another call from the shop stating that the vehicle needed to go to a mechanic shop to have the engine disassembled to extract the glow plug. I stated I wanted to discuss in person and went to the shop around 1:15 PM to discuss the repairs and once they started to quote around $5,000 (again this is all orally with no written estimate), I told them I did not want to continue with the repairs and requested my vehicle back. They stated they needed to reassemble the vehicle and asked me to come back in the morning (March 22, 2024) to pick up my vehicle and there may be some labor fees associated with this. I agreed to pick up my vehicle in the morning and they did not provide me with an estimate of the labor fees for the reassembly. I went to pick up my vehicle around 10 AM on March 22, 2024 and about 30 minutes prior to this, at 9:35 AM I received an email with the shop with an invoice requesting $1,317.54.Did business try to resolve the issue: I went into the shop to dispute this as this seemed to be excessive and they refused to return my key unless I paid the invoice. I was left with no choice but to pay this amount. Invoice Number: S-*****

  Business Response

  Date: 04/02/2024

  ************
  Date of transaction: March 22, 2024

  
  Amount paid: $1,317.54 

  
  What the business committed to provide and the nature of dispute: They were supposed to replace two glow plugs on my diesel 2011 ******** **** Sprinter. They stated orally (without providing a written estimate) that repairs would be around $1,600 or less. 

   

  
  ***Equipment Experts received a phone call asking if we can replace stuck glow plugs.  We said yes, please bring the truck in.  It was brought in on Mar 21, 2024.   The customer signed our authorization to work with all rates outlined on it.  We were told that the glow plugs were broken.  We took a look at the truck and realized that the glow plugs were not only broken, but broken inside the engine block.  We created estimate #S-37585. Please see date and time stamped estimate and email note in attachment.  Call transcripts also available verifying verbal approvals..

  
  I dropped off my vehicle on March 21, 2024 around 9:20 AM and received the first phone call from the shop at approximately 10:03 AM that they would be able to repair the vehicle and this is when they told me over the phone the cost would be around $1,600. 

  
  ***Equipment Experts called and informed customer that the extent of the repairs were significant and would take at least 8 hours.  This was delineated, we would have to see what happened when we got into the repair, to see the extent of the damage.  But with what we are seeing now, it should be good, but we would have to see after our attempts to dislodge the glow plug.  Verbal approval was given on this phone call.
  Estimate was requested, and sent. Please see time stamped notes, and call transcript are available.   
  
  
  At 12:57 PM I received another call from the shop stating that the vehicle needed to go to a mechanic shop to have the engine disassembled to extract the glow plug. 

  
  ***Equipment Experts worked to remove the glow plugs, breaking 5 drill bits in our diligent effort to accomplish this job.  At the end of this, due to the level of breakage, head material (aluminum),and probable heat damage, which you are unable to see externally,  it was determined it would possibly need to be machined out, or the complete head replaced.   At this time, *** mentioned it had been taken to other shops with no result.

  
  I stated I wanted to discuss it in person and went to the shop around 1:15 PM to discuss the repairs and once they started to quote around $5,000 (again this is all orally with no written estimate), I told them I did not want to continue with the repairs and requested my vehicle back.

  
  ***An estimate was offered (please see transcript Call # 2)for two additional options for repair, sending out for machining, first option, and if that didnt work, a new head.  Once Hun determined what he wanted to do, an estimate would have been created, and approved prior to work commencing. Since he wanted his truck back, no estimate was created.
  
  
   They stated they needed to reassemble the vehicle and asked me to come back in the morning (March 22, 2024) to pick up my vehicle and there may be some labor fees associated with this. I agreed to pick up my vehicle in the morning and they did not provide me with an estimate of the labor fees for the reassembly.

  
  ***No estimate was needed as this time was covered in the original quote. 

  
   I went to pick up my vehicle around 10 AM on March 22, 2024 and about 30 minutes prior to this, at 9:35 AM I received an email with the shop with an invoice requesting $1,317.54.
  Did business try to resolve the issue: I went into the shop to dispute this as this seemed to be excessive and they refused to return my key unless I paid the invoice. I was left with no choice but to pay this amount. 

  
  ***Our initial estimate was $1600, our charge was $276.46 less than the initial estimate, and we sent and offered estimates in every conversation.  Unfortunately, we cannot do this level of repair | diagnosis  at no charge, especially considering the level of damage, the fact that we prioritized it and turned it around in 1 day as it was a small business.  And yes, we received an authorization to work,  we quoted a job, sent estimates, and had multiple approvals,  prioritized it, correctly diagnosed it, for a customer.  This all has value and cant be given away for other small businesses.

  
  Additionally, we met with Huns representative, and reviewed all these facts, per his request.  Even after reviewing this data, *** wanted 100% refund.

  
  Invoice Number: S-27578