ComplaintsforERA

• Initial Complaint

  09/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In 202*, I organized a recycling pick-up with ERA at my place of work. Everything worked well. in the fall of 202** we started receiving multiple calls, back-to-back, and emails. Almost daily. Despite our pleas for them to stop, we continue to receive calls. I have email traces of their representatives promising to delete our information from their system.

  

  Business response

  09/02/2024

  Hi there, 
  
  Thank you for bringing this to our attention. We'd would like to formally apologize and ensure we do not contact your or your company again. Please understand ERA is a non-profit organization and we help people from different walks of life volunteer for us. One way to volunteer is to help us with contacting clients. Our volunteers won't have full access to our client list and are not able to make changes to it. This is how this happened. We have placed your organization on the DO NOT CONTACT list and will not receive any further communication from the ERA. 
  
  Thank you, 
  
  Have a great day. 

• Initial Complaint

  01/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Cleaning out parents home & needing to securely donate electronics & get proper Data Wipe Certificate--* laptops, * portable hard drives, * detached hard drive, ** USB thumb drives, old cell phones, cameras, microwave, etc.We checked ERA by searching BBB, saw A+ rating, ERA worked with ******************* did online chat with *** via ERAs website, who said wed get a certificate stating that devices have been wiped & that we take full responsibility for securely wiped items.Did online request thru ERAs website, exchanged emails with *********************************** of ERA. We again asked about Wiping Certificate for our ***************** the $***** fee for pick-up. ****** confirmed Data Wipe Certificate would be sent to us within days.We scheduled pick-up via emails with ***************** of ERA, who said wed receive Data Wipe Certificate, but old microwave would be another $*****==$*****.Monday, October *, 2023 pick-up 3 men in large truck with ERA logo came. One man looked over items, filled out collection sheet, while two men made many trips back & forth from house to truck.We asked about Data Wipe ****************** said wed get DW Certificate via email within a few days.They then surprised us, saying $***** fee was CASH ONLY. We were never told this before.3 weeks later, we heard nothing, so wrote to ERA-***************** again, asking about DW Certificate. **** sent short email saying one laptop had been collected & attached DW Certificate.We opened **************** said * Laptop & * Box of Miscellaneous collected. The Certificate had been signed by *************************************** of ERA ******* Head Office.We wrote to **** as this was not good enough & asked ******** manager to contact us. We had taken many pictures of electronics, * **** ********* plate of truck.Since October **, 2023 email to **** about Certificate, no response from ERA. We called ******** ************** & are taking 1st step--complaints to BBB in ******************* *** ***************** service.

  

  Business response

  13/11/2023

  ERA accepts, cash, credit, debit, payment over the phone or invoice payments by cheque. 

  Once the truck is dispatched and arrives at the location, if no payment arrangements are made, cash is the only option that remains on site.

  Our trucks are not equipped with POS terminals.

  Customer could have spoken to the office to pay over the phone.

  ERA provided certificate to the customer as promised.

  Our employees filled out a collection certificate that the client signed at their location.

  If they had any issues with the count of the goods, they could have discussed on site with the employee doing the collection.

  We are attaching the signed collection certificate from the time of the pickup at the client location with clients signature.

   

   

  Customer response

  15/11/2023

  
  Complaint: ********
  
  We are rejecting this response because:   We cant believe the shoddy answer! The ERA pics are suspicious, impossible to see our family's donated materials through side of a tight-knit cage, but ERA should take pic through open top of cage which would show everything. The men spent many minutes going to and from our home to the truck, collecting computers,not one laptop, and those minutes are shown on the collection form. The handwriting on the form looked like a 7, not a one, and we verified a proper Data Wipe Certificate would follow. The form was basic, not detailed, and we were told the proper Data Wipe Certificate would show everything. The man spent several minutes crouching over paperwork is ERA claiming all that time was him filling out just a one?! We took many pictures, plus ERA was assuming responsibility for what they collected and certifying their Data Wipe Certificate would be accurate. Our pictures clearly show one is not true and the ERA would KNOW what they collected and put into their truck (pics attached). The man had a thick Eastern Bloc accent (*******?) so not easy to talk to and he didn't understand the Data Wipe Certificate, when the senior man jumped in saying Data Wipe Cert would arrive by email in a few days (it didn't, until we followed up weeks later and it was inaccurate). We both emailed & spoke by phone with ***************** of ERA before collection & she never offered payment over the phone. In a later email she apologized for not mentioning the fee was cash only (email attached). We were not offered the option of paying by cheque - we started to write a cheque when the men collecting donations told us it was "cash only." Now we are REALLY suspicious of the ERA & no longer thinking the company was merely careless. If we hadnt taken pics, had emails, where would we be? Well seek further advice from BBB and ************************ EPS advised ERA should be properly certifying.
  Sincerely,
  *************************

  Customer response

  22/11/2023

  Looking at the response from the Electronic Recycling Association (ERA)
  & their inaccurate Certificate of Data Wiping, versus the pictures
  taken by the customer of what was actually collected, this would lead a
  reasonable, cautious consumer to believe that the company's
  collection/responsibility practices are careless at best. 
     The ERA claims they are responsible for computers they collect, and they
  claim to offer secure hard-drive data destruction.   Yet the attached
  photographic evidence shows the opposite. 
      It is not honest for the ERA to claim they collected only * laptop and * box, in light of attached
  photographic evidence.  A copy of a very basic collection form was not
  left with the consumer upon ERA leaving the home, handwriting was unclear,
  but when consumer spoke to ERA's employees, the consumer was
  assured that the Certificate of Data Wiping would include everything.
     Given the attached Certificate of Data Wiping the ERA later provided
  only after the consumer followed up, versus the photographs taken of
  what was actually collected, a reasonable consumer would wisely feel
  very concerned about this company's business practices and whether it is
  safe to trust them to safely wipe/dispose of computer hard drive
  data.
  Identity theft and fraud are very real concerns,
  especially to a worried **-year-old widow who was cleaning out her
  husband's computer equipment prior to moving to a seniors residence.
      If not for the BBB's rating of A+ for the ERA, our family would not
  have hired this company for our grandma's electronics clean-up.  Please
  do not close this case until it is realistically reviewed and the BBB
  has lowered the ERA's rating of A+.
  Regards, ****

• Initial Complaint

  24/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  THIS COMPANY CALLS CONSTANTLY FROM THEIR DIFFERENT LOCATIONS, WE HAVE INDICATED THAT WE ARE NOT INTERESTED IN WORKING WITH THEM AND TO BE REMOVED FROM ALL THEIR CALL LISTS AND DEPARTMENTS. THEY CONTINUE TO CALL AND CLAIM NO UPDATE WAS PUT IN THEIR SYSTEM TO REMOVE **. THIS IS UNACCEPTABLE AND THEY NEED TO STOP OR BE SHUT DOWN DUE TO HARRASSMENT

  

  Business response

  23/05/2023

  Our volunteers sometimes call companies on our behalf

   

  We have added this company to the DO NO CALL LIST

   

  We promise not to call this company again

  Once again we apologize for making a phone call to their company.

  Customer response

  23/05/2023

   
  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,
  
  ***************************

• Initial Complaint

  05/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchase Mar **** Delivery Mar **** Defect Mar **** Note to Seller Mar **** email with photos Value $*** pre tax and shipping ********* **** Item ***** Shipping box destroyed upon opening due to poor packaging ;Item arrived with previous water damage in the form of corrosion ;Electronics defective in the area of the corrosion ;Area of damage NOT shown in original listing ;Status described as "Tested used and working" ******************* Mar***h stated to complete online return process ********************* stating only credit available in return process? ;B Reply, "as per policy" ;C Can they ship replacement first in a proper box to return original unit? ;B Reply, *********** for them to arrange packaging and shipment ;B Replied I am responsible for packaging ;C Filed dispute with PayPal ;C Mar**th Contacted head office ;C Advised if credit was the only option then I would part out the unit and dispose of the rest ;B Apr*** Send it back for credit or replacement, nothing else they could do ;C Escalated *****l ******************** response with a return for full refund offer, knowing it couldn't be returned ;Being able to sell a product in any condition with intentional misrepresentation or negligence and only allowing credit seems criminal. There is no need for them to be honest or accurate with their listings. It's my belief that they intentionally provide poor packaging as it can't be used for return packaging. This creates an issue when trying to return a large heavy object, easy for a business, not easy for a consumer. Denied my return for refund requests on multiple occasions spanning multiple days. They shouldnt be allowed to operate where they have no obligations to the consumer.I have spent hours trying to fix this item, I've purchased parts with no guarantee that they will fix the issue. Failing that it will be parted and disposed of. Prevention of future problems is key. Once they have occurred they are a burden to the consumer.

  

  Business response

  05/05/2023

  Client was issued a full refund

  Client was provided a return shipping label

  Client was offered a replacement product

  Client was taken care of in every way possible.

   

  We can not help with the fact that ***** or *** might accidentally damage a package or leave it out side. 

  We can provide records and proof we tried to satisfy the client several times prior to the complaint.

  Client is being unreasonable in his demands and accusations of our supposed intend to defraud or deceive.

   

  Customer response

  05/05/2023

   
  Complaint:********
  

  Please see attached document for complete response, **** limit exceeded. 

  I am rejecting this response because:

  Response from business is inaccurate, misleading, and does not provide an understanding of the underlying issue. Let me clarify below.
  

  In summary, the full refund for this damaged item is appreciated and partially satisfies the expected resolution. However, their response to this complaint further substantiates my issues and provides no confidence that business practices will improve. 
  
  Sincerely,
  
  *************************

  

  Business response

  09/05/2023

  We have issued a full refund and return shipping of the defective product.
  The customer has not even returned the product yet.
  He is accusing ** of acting unethically, yet refuses to return a product, and wishes to keep the money.
  As any retailer in the world, this is the final settlement. Refund.
  We are also sorry for the inconvenience.
  
  Our suggestions to customers unable to deal with large items, is not to purchase large items, if they are unable to return them or deal with them.
  If a customer doesn't need to return large heavy items, and we just auto refund, we would be in a really vulnerable position, that stuff is often expensive.
  
  We politely ask our customers to consider the fact that they are purchasing used goods, sometimes ***** years old
  We do our best to describe and represent the items in an accurate manner

  
  
  
  We also sometimes have to cut ties with buyers, who are perpetually unsatisfied
  This will be one of those situations
  
  We would politely ask the customer not to purchase from us anymore, to prevent any issues in the future
  
  It would seem that many purchases are unsatisfactory to the client, at which point we have to assume we are getting targeted and suggest
  finding another outlet to purchase from who can cater to their needs.
  
  
  
  We have numerous happy customers, in the **'s of thousands, and maintain a *****% positive feedback rating after ******* items have been sold and shipped word wide. We have **** followers who continue to buy from us.
  
  Sometimes we are unable to completely satisfy 1 person, at which point we ask that they find another outlet which can cater to their needs, demands and expectations.
  
  
  We sold an used server
  
  Server was damaged (maybe accident, maybe oversight) But being human, it happens.
  We apologize. We issue refunds. We ship customers other devices. We earn our customers trust and faith.
  
  Seems not possible in this situation.

  Customer response

  12/05/2023

   
  Complaint: ********
  
  It appears that the business is unwilling to even acknowledge that they have issues. 

  They resort to blaming and cutting ties with the consumer instead. 

  I have attached a thorough response to their last reply. I am not expecting any change from them and suspect this issue will remain "Unresolved", that is unfortunate. 
  
  Sincerely,
  
  *************************

*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. ↩