ComplaintsforNorth American Auto Equipment

• Initial Complaint

  03/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a tire machine for over $3000 for it to broken right out the box. I called and explained that the oiler wasn't working at all and also when I hit the bead breaker the bead blast comes on. I talk to the lady that owns the place and she laughed at me saying it can't be broken that bad if you can use it. Then she started talking trash to me basically saying shes not doing anything. Then she has her husband call me with his threats about him being a mma fighter and he'll come down and kill me if i call there again . I guess this is a trend with him as you look at reviews and hes done this exact same thing numerous times. I mean broken is broken when I buy brand new it shouldn't need anything. After several weeks of back and forth with them they finally said call our warranty department witch is based in *****. When i called the warranty department I've got nothing but a run around for well over 6 to 7 months now sending videos and pictures and never getting return calls . I want my money back or the machine fixed. I've contacted my attorney and we are ready to go to court and seek compensation for attorney fees cost of machine loss of use and anything else cost related to this issue with this company

  Business response

  03/09/2023

  To Whom it may concern:

  
  *************************** of Southern *********** Auto purchased the ******** Tire Machine from North American Auto Equipment on 5-2-2022.  This customer picked up his machine at our ************* warehouse and put the machine together at his shop. The customers equipment comes standard with a 1 year part warranty and free over the phone tech support.  We do not offer and never have offered a labor warranty of any kind.  Please see Sales Receipt *****. Our warranty is stated on the sales receipt and also on our website.
  

  7-6-2022 - we received a call from ***** stating the the "oiler" on his machine may not be working correctly.  He stated that he has done over 200 tires on the machine but the oil is not flowing through the oiler.
  

  7-11-2022 - ****,from tech support, in the ***** warehouse called him.  **** asked for a picture of the oiler as well as a video.  ***** expressed that now when he steps on the pedal the bead blaster goes on (50% of the time).
  

  7-14-2022 - We checked in with **** to confirm that ***** was all set.  **** stated that he has not received the video from ***************  ****, however, did send ***** pictures on how to adjust the flow of oil in the "oiler" or "regulator".
  

  7-25-2022 - ***** and **** connected and **** sent a new Oiler to *********** 
  

  Your shipment
  1ZW73V550397798499
  
  
  Estimated delivery
  Tomorrow, July 26 by 7:00 P.M.

  
  9-1-2023 -Customer posted a 1 star review on ****** and I called to respond.  I had no idea that ***** was still having a problem with his machine as he was speaking directly to **** in our ***** location.  I had ***** send me a video of what was going on with his machine so that I could stay on top of it. He sent me a video and I forwarded that email to ********* **** called ***********  ***** was not in the shop.  **** left him a VM with his call back number and why he called.
  

  I called ***** later on that afternoon to make sure that he got the message.  ***** was pretty furious.  I put together an email for **** saying: 
  

  ***** says that you didn't call or leave a message.  He called you a liar.  He would not stop swearing at me until finally I got so upset, I started swearing back at him.  He told me he would/should come down to the warehouse and smack me in the mouth because of my attitude and that our customer service SUCKS! ****** heads always prevail and, when you start cussing out and threatening to slap the female staff, we ask you to leave restaurant immediately! Right?!

  
  At this point no one from either warehouse is willing to speak to a customer who wants to threaten the staff.  ****, the owner of North American Auto Equipment, who is also my husband, called this customer back.  ***** was upset, **** was upset, words were flying.  No one should threaten a company who is trying to help them.  We are doing what we can to get the customer what he needs.  

  
  **** offered to diagnose the machine and provide service if the customer would bring the machine from Blackstone to Plainville so that he could diagnose the machine after hours.

   

  At this point ****, the manager of the ***** location got involved.  ****/**** have gone back and forth with the customer with pictures and videos via phone text communication.  The customer has been sent a Pedal, Airbox and Oiler. I can get the tracking numbers for these items if need be. **** also offered 3 different Tire repair companies in the area to take a look at the machine at the customer's cost or return it to our shop for diagnoses. ***** is adamant that he is not paying to have anyone look at his machine and that there's no reason why he can't get the parts he needs or get  to look at the ma  I reiterated that we do not offer a labor warranty and that we have sent the requested parts to you. More Tantrums and all the while using the machine with its bead blast kicking on occasionally during the workflow but, still functioning.  ***** doesn't know what he needs.  **** is working with the manufacturer as we speak to see if they have seen this with any other machines in the past.  It takes a couple of days to get what we need from the manufacturer because we are working with a team overseas.

  
  3-9-2023 - I emailed the customer after we received his complaint with the BBB today.  The customer called in response to my email.  After a lengthy conversation about happened with the machine in the past and making sure that we are clear on what the customer needs for parts we decided that we have no choice but to see the machine in use. Is the problem customer error at this point? We won't know until we see the customer using the machine.  Today the customer claims that the 2nd oiler broke within a month and that he replaced it himself with an oiler that he had on another machine.  I asked him if he reported that to **** or **** and he said no,that he didn't.

  
  Please note that items like the one's we are sending via warranty are not typical of breaking.  This is VERY unusual.  Is it customer error?  Another thing here.  It doesn't cost us a ***** to send the customer warranty parts so there is no issue here if the customer needs them.

  
  I don't think that ***** realizes that I'm in the ************* warehouse and that tech support is based out of the ***** warehouse.  It's a communication problem here.  ***** assumes that when he speaks to ***** that I know what he's saying and that's not how it works. 

  I was doing due diligence in contacting ***** every couple of days to make sure he was getting what he needed.  That's all.  Tech support doesn't follow up with me unless I ask.  Once it's in their hands then they take it from there.  There's no reason for me to be involved because they take the responsibility of getting the customer issues resolved.  When you buy a ************ tool, you speak with ******, not the Home depot. 

  
  When **** got back to the shop today he said Bring the machine to us and we will diagnose it here in our shop.
  
  We request that ***** bring the machine to our warehouse and we will diagnose it..  its about a ***** minute from Blackstone to Plainville. **** will diagnose when he and the installation crews return to the shop in the evening.
  
  Sincerely,
  
  North American Auto Equipment

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

  
  

  Customer response

  03/09/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

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