ComplaintsforPrincess Auto Ltd.
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Complaint Details
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Initial Complaint
22/08/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Bought the most expensive Pro-Point generator at Princess Auto. Problem with the battery and/or engine. Item still under manufacturers warranty, plus PA has a guarantee that states, "No sale is final until you're satisfied". This means that if a customer is not satisfied with a purchase, Princess Auto will repair, replace, or refund the product. To find a solution, I was put in contact with Amir **************** to get part #s, serial #s, etc. We were able to find the correct battery replacement part but their distribution centre said they are not able to ship batteries overseas (how did the original battery get here then??). The engine is available on the website but no offer to repair, exchange or replace. After countless exchanges, no solution, no repair, no exchange, no replacement, no refund. **** * **** ** **** **** ******* *****Business response
27/08/2024
Good day,
An option has been offered to resolve the issue regarding a battery that has failed after several years of use. The last contact with the guest with a resolution was sent via email in September of 2023. We had provided a product sku of ******** ****** *** Battery as a suitable replacement battery. By calling ************** we can arrange specific details to procuring a battery via the local store to solve the issue directly. We also recommend the customer bring the item to a local store for assistance or call the National Call Center at ***************Best regards
Kevin ****
Team Leader, National Call Centre - Product Knowledge & Chat
Customer response
28/08/2024
Complaint: ********
I am rejecting this response because:When I first contacted PA, the troubleshooting we did over the phone lead to the person i was speaking with conclude it was the battery and/or the engine that was the problem.
I would like to accept this solution with condition:
I will accept the battery replacement to start, but if it is NOT the battery that is the problem, I would like to have assurance that they would give replacement of the engine or entire item.
Also, the generator was still under warranty at the time of communications. The brand is PA's in house brand.
Sincerely,
Jessica *******Business response
30/08/2024
We have sent Jessica an email to arrange a replacement battery be held for her at her local store as we cannot ship this item with our couriers. We have also advised that she may return the generator to her the local store and speak with the store leader to resolve.Initial Complaint
13/05/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
My husband and myself purchased a Jebson dry saw on may second or third from Princess Auto. I have the receipt but there is no way to read it as it was on the floor of the work truck and was stepped on. On the day we purchased the dry saw we explained to the employee that was helping us decide on which product to buy that the saw would have to fit in a small area and would be no good to us if it did not fit. The employee explained that they had a excellent return policy and we would have no problem returning the saw if need be . After paying $ *******plus Taxes and it not fitting the space we needed it for we tried to return it twice in the same day. First myself then with my husband. First to me they said there was nothing they could do because it was over$ ******* dollars after Taxes then when we both went to the store we were told that we must have purchased it somewhere else because they only had two on the shelf and they still had two on the shelf the employee said so it was not bought ** ****** from that store .Well yes it certainly was from that store and we were **** to by the employee they would not let us return the saw we still have the saw in the box never been used. We would just like our money back and to return the saw *** *** *** ****Business response
29/05/2024
Hello,
We have contacted the store leader of our Kamloops location and they have not sold this item in several months. Sharon did not bring in a copy of her receipt when she was trying to return the saw. If she can provide us with a copy of her receipt that she states is unreadable, we will do our best to look into the transaction. Alternatively, the method of Payment along with the charge whether it be a credit card or debit card statement, would allow us look into this transaction.
I have additional details that have been provided to me by the store leader, if you would like me to send these to you, please let me know.
Thanks
Danielle
Customer response
30/05/2024
Complaint: ********
I am rejecting this response because the saw was paid for in cash as we had just been paid for a job in the city and yes of course I can provide the receipt again to them but they would not except it the first time. What makes this time any different. I just would like the store to honor its return policy like they told my husband and myself and refund our money .And yes they did sell us the saw **** **** ***** * **** ****** ** ****. It is still in packaging never used not once.
Sincerely,
Sharon ********Business response
30/05/2024
Hi Sharon,
As per company policy, we are happy to process a return in store provided you have a copy of the original receipt and the Jebson saw. Without a receipt we are unable to provide you with a cash refund.
Regards
Danielle
Initial Complaint
24/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I placed an order online for a snowblower on October 23, 2023. When it said it was ready for pick up at the store, I rented a trailer and went to pick it up. When I got to the store, they said they can't find it and to go home and wait for a call. I waited for 3 weeks at which point I called customer service. They said the store had some issues, that customer service will refund that order, place a new order and ship a snowblower to my home. A week later they delivered a used snowblower without any packaging, that is assembled, missing parts, has gas in the tank and finger prints all over it. Pictures and Videos have been sent to them. I've been trying to rectify this situation with customer support but they're not dealing with this in a professional manner. Customer service rep Tyra as well as her "manager" Kevin ****, have been of no help. Princess auto has had my money for over a month already and failed to provide me with a new snowblower that I bought. Instead, they're making me waste time and money running after them. Unacceptable. I either need someone from senior management to contact me and make this right or I will do a chargeback with ********** and they can deal with them as I refuse to waste any more of my time or money on this issue.Business response
24/11/2023
Guest has been in contact with a few TMs at the call center. Every time the guest called, he has been rude/ belittling/ refusing to listen or let our Team members assist.
After being brought to our attention, the original order had been refunded.
Replacement order was sent out with an additional $*** off the sale price from the original order and FREE FREIGHT shipping. This was in response to the poor experience with the original order.
We notified the guest that the item we had available to send was a display model before shipping, he agreed to receive this item.
The parts he sees, are extra parts that come with the assembled unit. It is possible a part or 2 may have got loose and gone missing.
The Fingerprints do not/will not affect any aspect of the operation or performance of the snowblower and are considered a minor cosmetic issue.
This unit was filled with some fuel and oil, to be run as a demo. It has not been used for any snow removal. The leftover new oil was shipped as courtesy at no charge along with the fuel.
The Product will become customers responsibility to repair and maintain.
All warranty claims or parts shall be handled by the Manufacturer *******, not Princess Auto.
Princess auto will not be responsible for retrieving and shipping the product from this point on.
A no money Exchange for an identical or similar item will not be available.
To appease this incident, Princess Auto has issued a complete refund to the guest.Customer response
27/11/2023
Complaint: ********
I am rejecting this response because:**** ** **** ** ******** ** ** ********* ** ******** ***. I was never rude to anyone and I was never told it will be a "demo" unit and I was never told it will be used with parts missing.
I contacted my credit card company and they said there's no refund on my credit card from Princess Auto. When will I receive my refund?
Sincerely,
Ruslan *********Business response
27/11/2023
Hello, Ruslan **********
The refund was processed on Friday November 24th, please allow 2-5 business days for the refund to appear on your credit card.
Initial Complaint
29/05/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Date: March 14/23 Paid: $***** Business states "No sale is final until you're satisfied. We guarantee to make it right. We will repair, replace or refund any product to your satisfaction." Nature of the dispute: I purchased a Welder **** *** ******** ** ******** ***** ****** ** ** ********* ** *** ****. Upon further inspection, I realised it was the wrong product. I attempted to get a refund as per their policy and was denied. The clerk stated they cannot issue a refund because they cannot find the transaction in their system. No problem, I provided the receipt and they claimed they still cannot do anything. I have provided the receipt here which clearly states what was purchased, the amount and all additional information that is required to facilitate a return. The business has failed to resolve this issue so here I am.Business response
08/06/2023
Hello,
The store leader connected directly with the guest and provided a full refund on Monday June 5th.
Initial Complaint
23/02/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I ordered a sawmill track extension kit from Princess auto on the 4th or 5th of February. I received it on the 20th of February which was not too bad, but unfortunately, it did not come with items that it showed on it's web site *************************************************************************************************. On the website *** *** ******* ****** ** *** ****** ** ******** *shows a Log clamp and a log log post. These two items are vital to ensure that you can secure your log on the track so that the log or the sawblade don't get loose and injure you. Anyway, on the 20th of February, I phone Princess Auto to let them know that these parts are missing. The lady who I was talking to said she would check into it for me. Later, she phoned me back and told me that those parts, although they are shown in the picture of the product online, are not actually included. I told her that the extension was useless without it. She said they she would give me $*** *off (pending the approval from her manager) so that I could buy these parts separately from another company. I agree to that solution and told her that they need to take down that picture and put in information letting the online customers know that these parts are not included. She called back a couple hours later and told me that she would not be able to give me any money off as her manager told her that these parts are not needed. Her manager does not know what he is talking about... Anyway I then requested to send back the item. And I reminded her that the image of the unincluded parts was still being used. She said they would remove them, but they are still there today... ***** ***** *** **** **** ***** **** **** *** ******* *** ***** **** ***** ************ *** ***** Princess Auto does not even make that kind of clamp that they advertise. **** ** ***** ************ *** *** ********* *********************************************** * **** ***** **** ***** **** *****************Business response
02/03/2023
Good day,
We have reviewed the complaint. After investigating the product, we have updated our website photo's and description to his satisfaction. We have contacted the customer and he has accepted a partial refund for the inconvenience.
Customer response
03/03/2023
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.
Sincerely,
David *****Initial Complaint
21/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased 4 metallic tire valve caps from Princess auto late last year. Valve caps corroded on to the tire valves and made them impossible to remove costing over $114 in repairs. **********************************************************************************************************************************Business response
10/08/2022
Business Response /* (1000, 6, 2022/07/26) */ Contact Name and Title: Kevin ************ Contact Phone: ********** Contact Email:**************************** Multiple(ongoing)attempts, made to contact the customer by phone. Messages left on voice mail to contact myself or other team leaders at **************. Email request also sent to initiate a discussion about compensation and resolution of damages incurred. Pictures or damaged items requested to review damage and quality control on this specific product and other similar product. ********************************************************************************************************************************************************************************************************
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Contact Information
Customer Complaints Summary
6 total complaints in the last 3 years.
3 complaints closed in the last 12 months.