ComplaintsforJag Hydraulic and Pneumatic

• Initial Complaint

  03/09/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My Name ******** ****** I took Log Splitter Hydraulic Cylinder for Repair to Jag Hydraulic and Pneumatic for Repair Shop said they could fixed Cylinder shop also said after Repair Cylinder shop would clean Cylinder and repaint Cylinder I (********) told shod Do Not paint over lable on Cylinder when I pick up Cylinder shop had painted and sanded lable off my Cylinder contain very important information about the Cylinder..Modle number Serial Number where Cylinder was built and other important information about the Cylinder this Cylinder over 35 years old my father Purchased Log Splitter back in the 1980's now I don't have any information about Hydraulic Cylinder shop sanded lable off and painted over this very up setting shop not supposed to REMOVED ANY CUSTOMERS PERSONEL INFORMATION (LABLE) THAT ON EQUIPMENT....

  Business response

  06/01/2022

  Business Response /* (1000, 11, 2022/04/28) */ I, Gustavo ******, received a phone call from Mr. ****** about a log splitter cylinder that was leaking and needed repair. Mr. ****** told me he was having a difficult time finding a repair shop to fix his log splitter cylinder. He stated the manufacturer was no longer in business. I told him that JAG Hydraulic & Pneumatics could definitely repair the entire unit, and he said he would remove the cylinder and bring it to us. We received the cylinder and told our mechanic he also needed a new hose. He inquired about the cost of the repair and our mechanic told him we would call him with an estimate after we disassembled and evaluated the components. After careful evaluation, we concluded the cylinder needed new seals, the barrel was scratched, the piston had minor damage, the gland needed minor repair and the rod end plate was bent and needed to be straightened out. Daniela ****** contacted Mr. ****** and gave him a quote along with the summary of the repairs. Daniela explained to him that the barrel could be saved with honing stones, the piston and rod could be polished, the gland groove machined and the rod end plate pressed and straightened for a total $465.00 and hose price of $43.30. Mr. ****** immediately began complaining about the price of the repair and his hesitance in spending that much. He asked Daniela for pictures of all of the components. Daniela sent him all of the pictures via text (see attached). She told him she would try to give him the best possible price. JAG Hydraulic proceeded with the repair. The cylinder and its components went through the entire repair process in order to give the customer a full warranty. The gland was bead blasted and the groove was machined. The rod and piston were polished. The barrel was stone honed. The end plate was straightened with a hydraulic press free of charge. We installed new seals, assembled, tested and painted the cylinder for a total price of $365.90 for the cylinder and $43.30 for the custom hose (see invoice attached). Mr. ****** picked up the cylinder and immediately said he did not need the hose. We told him the hose fittings were custom to his particular cylinder. It was a duplicate of his old hose. He complained about the couplings on the hose being wrong and that only one side swivels. We told him that all hoses with those ends only have one swivel end. He then realized that his old hose only had one swivel end also. He mistakenly ordered a new hose because he thought his old hose was faulty because of the swivel end. I told him he should use the new hose because the old hose had obvious wear. He complained about paying $43.30 for no reason. I told him the hose is custom and we cannot take it back, but I offered to buy his old hose for $40 to ease the tension. He refused to sell it to, opting to keep it, because the log splitter belonged to his family member. When we showed him the cylinder, he did not have any complaints about the paint. It was completely overhauled and painted to look like new. He paid the invoice and we told him the cylinder repair comes with a six-month warranty. Later that day, Mr. ****** called and complained about the paint on the cylinder, because we painted over the tag. Daniela explained to him that every cylinder we repair is thoroughly cleaned and painted and apologized for the paint on the tag. She told him the paint could be removed with alcohol or scratched off of the tag. JAG Hydraulic & Pneumatics has an excellent reputation of quality workmanship and service. We have been in business for 12 years and completely take pride in our work. We also have great online reviews from satisfied customers throughout the years. We strive to meet our customer's expectations. We service the North Texas area in construction, demolition, mining and industrial facilities. This particular situation is a first for our business. We repair 200+ components every month for several different customers in many fields from the American Airlines Center, Dallas Zoo, Tarrant County and City of Cedar Hill, just to name a few. Our customers have entrusted us with the repairs for their equipment over the years and we have never once had a complaint of this nature. Also, please see the attached letter from Mike Hernandez, shop manager at JAG Hydraulic. Let me know if you have any questions, I can be reached at 972-825-2765. Thank you,

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