ComplaintsforTMG Industrial

• Initial Complaint

  24/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a **** mower on May 31st in the amount of $5083.87, after weeks of waiting for delivery the delivery service attempted to deliver it 3 times because the driver was not confident in driving down our driveway and didn't have the correct equipment to off load the mower. When we finally got it the end of June we unpacked it and realized it was broken. TMG expected my husband to diagnose the problem and what was broken for them. Through many conversations TMG assumed it was the hub assembly. They told us they would air ship one, then we got notice it was ground shipped the manager continues to claim it was air shipped when there customer service rep advised us it was ground because they can't air ship to our address. TMG then told my husband he will have to figure out how to take the hub assembly off and install the new one. He of course has no idea how to do this so TMG told him to hire someone to replace the part for him and they would pay the bill. We got a tech from ****** to install the new hub assembly, where he also had to fix a lot of other broken parts on the mower. We sent TMG the bill and the manager advised us that they spent $700 to air ship (they didn't) the new part so they can't spend any more money on this. Now we are left with a bill from ****** to fix our bran new mower from TMG and TMG has now stopped answering our phone calls and emails. There is much more issue with what happened but this is the grit of it.

  

  Business response

  26/07/2024

  Hello ******,

  Thank you for reaching out and for your valuable feedback. At TMG, we are dedicated to delivering top-quality products supported by comprehensive manufacturer warranties and exceptional customer service, including technical and parts support.
  

  Upon receiving your report of product concerns, we promptly contacted the manufacturer to investigate and address the issue. We arranged for an expedited replacement part at no additional cost to you. Additionally, our customer service team contacted you on July 24th to provide details regarding the coverage of the fixing costs, which was approved exceptionally.
  
  We understand the importance of reliable support when dealing with product issues, and we greatly appreciate your patience throughout this process.
  
  Thank you again for your continued support and understanding. We remain committed to providing the assistance you need to resolve any future issues.

  Yours sincerely, 

  TMG Industrial

  Customer response

  31/07/2024

   
  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

  09/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 27, 2024 I ordered the 4-3/4" wood chipper as it went on sale and I liked the price point. Later that same day I received a call from TMG to confirm shipping information. Then I received another call on July 2nd, and they wanted me to pay another ****** for shipping to my location, again the price point was why I purchased the unit, and I didn't want to pay anymore for the wood chipper. So, we found that if they shipped it to the nearest center and not to my door, I wouldn't have to pay any extra. Then later on July 2nd I received another call from TMG stating that all their 4-3/4" wood chippers were stolen and they didn't have any more instock until possibly Sept some time. I let the person at TMG know that I would like to have the option to purchase this wood chipper again if they actually had stock in Sept and that the price point was why I purchased the unit and wanted the option to get the sale price if I purchased it when they arrived, the person said that they would ***** the pricing as it wasn't my fault that they were all stolen. Then on July 6th I was reviewing my **** purchase and noticed that I didn't receive the refund for the wood chipper, so I called TMG to inquire, and what I found out was that they wernt going to refund my purchase unless I paid them for the 5% **** charges that they paid becuse I used my **** for the purchase they told me that since i was still interested in purchasing this unit in sept that they went ahead and put the charge on my ****....however my statement shows the charge being applied to my card on June 27th, i never gave them approval to charge my ****. After I found this out I called my **** provider to dispute the purchase however I have to wait 15 days to dispute. I would like to obtain a recorded copy of my phone call on July 2nd at 2:52pm, as I didn't give them approval to charge my **** and wait 2 to 3 months to possibly get my item.

  Customer response

  10/07/2024

  Hello, it wasn't clear on how to update my resolution but what I want is a Refund - of the amount paid for products or services if they were not delivered.  I didn't give TMG approval to bill my Credit card for this purchase after finding out that I wasn't going to get the items until sometime in Sept 2024, what I requested was to be informed of when they do come back into stock and I also requested to have the option to purchase the items at the sale price.  I would like to request that the BBB obtains a copy of the phone call that was recorded on July 2 around 2Pm, this will prove that I didn't give TMG approval to bill my Credit card.  

   

   

  

  Business response

  15/07/2024

  Hello ******,
  

  Thank you for your feedback. At TMG, we are committed to providing top-quality products backed by a manufacturer warranty and excellent customer service, including ongoing technical and parts support.

  We take your concerns seriously and conducted an internal review immediately. Unfortunately, the ****GWC5 you purchased was scheduled for timely delivery, but the container was stolen on July 1. We reported this incident to the **** (File Number: RI24-20610), and our shipping team promptly informed you of the situation. The new stock is expected to arrive in September.

  We understand you wanted to maintain the discounted price and were willing to wait for the September delivery. The credit card transaction was completed on July 2 under this confirmation. However, we received your request to cancel the order on July 4, as you expected the payment to be processed closer to the shipping date in September.While a handling fee is typically imposed by the financial institution for cancellations, we took your concerns into account and agreed to process a full refund on July 5. The refund process usually takes 3-5 working days, and our records indicate it was completed on July 12.

  Thank you for your understanding. If you have any further questions or concerns, please dont hesitate to reach out at *************************. 

• Initial Complaint

  01/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid about ***** on a steam shower unit. this company produces and sells items, they know have defects and then customer service gives you the run-around. you will never hear from a manager and then they contact you and ask that you buy parts. WORST SERVICE I'VE EXPERIENCED.

  

  Business response

  06/05/2024

  Hello ******, 

  Thank you for your feedback. At TMG, we are strongly committed to providing top-quality products backed by manufacturer warranty and customer service, including technical and parts support after purchase from our online store.
  
  While we strive to provide reliable assistance for any issues that *** arise with our products, it's important to note that warranties cannot be honored for items purchased through unauthorized third parties, including auction sites. To our knowledge, these platforms often have strict policies, selling items 'as is,' meaning in the condition it is currently in, and *** have different support arrangements established by the selling entity. If you have purchased through such a platform, we recommend referring to the specific policies set forth by the seller.
  
  Nevertheless, we remain dedicated to offering technical assistance to resolve any issues you *** encounter, including parts purchase if needed, which are available in our store headquartered in ********, **.

  Thank you for your continued support and understanding.

  TMG Industrial.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a motorcycle lift from TMG about 5 months ago. Immediately I noticed the poor workmanship, the welds look like they were done in a high school welding class. The pneumatic foot peddle leaked and looked like it came out of a cracker jack **** A few days ago the safety bar flipped back on its self causing it to drop suddenly with out warning with a vehicle lifted in the air. I thought I did my homework before buying this product, all of the reviews on there website are glowing. However I noticed when I gave a 1 star review it did not get posted on there website. This lead me to wonder, do any 1 star reviews get posted on there website? I feel like I am a ****** ** ***** in a way

  

  Business response

  29/04/2024

  Hello ******, 

  Thank you for your feedback. At ***, we are deeply committed to delivering top-quality products supported by manufacturer warranties and exceptional customer service, including technical and parts assistance following purchases from our online store. We understand the inconvenience and challenges you've experienced with our product. Therefore, arrangements were made to address your concerns promptly. We sincerely appreciate your understanding in this matter. Should you require further assistance or have any questions, please don't hesitate to reach out to us at ************************** Thank you again for your patience and cooperation.

  TMG Industrial.

  Customer response

  30/04/2024

  
  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.

  Hello, you can disregard this complaint as it is being dealt with by ************** at TMG industrial. They have already picked up the product and are processing a refund. Thanks for your assistance

  Sincerely,
  
  ***************************

• Initial Complaint

  23/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a hot water pressure washer the tmg had sent to an auction brand new in the crate. Have put no more than 50 hrs on this machine and everything is falling apart. They won't cover anything and keep making me pay for parts I need, received parts they said would fix the issue and don't it's a never ending dark hole. I've never spent so much money on something that is such poor quality. ***** ** ******* ***** ********** ***** ****** ****** *** **** ****** **** **** ******* *** ***** ********* I'm requesting a refund in this amount. I should sue for lost time and my mechanics time into it as well. I want a refund and never want to see this machine again.

  

  Business response

  24/10/2023

  Hello ****, 

  We appreciate you reaching out with your concerns about the hot water pressure washer you purchased. However, it's essential to note that your purchase was not made through an authorized retailer or directly from us. As a result, we are unable to process a refund or warranty claim in this instance.
  Purchases made through unauthorized channels, such as auctions or third-party sellers, often fall outside our standard warranty and return policies. These channels may not always provide the same level of support and assurance as an authorized retailer would.
  We understand your frustration with the issues you've encountered with the machine, and we sympathize with your situation. It's important to note that when products are sold through unauthorized channels, it can be challenging for us to provide the same level of service and support that we offer to customers who purchase through our authorized dealers.
  If you continue to experience problems with the unit, we recommend reaching out to the seller or auction platform where you made the purchase for potential recourse. They may have their own policies or avenues for addressing product issues or disputes. Additionally, you may want to explore legal advice if you believe you have a case for compensation due to lost time and mechanic expenses.
  We genuinely regret any inconvenience you've faced and hope you can find a resolution to the issues you're encountering with the machine. Should you have any questions or require further guidance, please don't hesitate to contact us

  Customer response

  24/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Tmg sent this item directly to auction to sell and advertised it as "brand new in crate"

  
  Sincerely,
  
  **** ******

  

  Business response

  25/10/2023

  The unit was Auction purchased without warranty as clearly stated and agreed to by the customer as outlined the the auction agreement and all sales are final, You refused the option to return to the auction as this is were you paid for the product and they are the only ones to offer or give any refund.

  Customer response

  25/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Bought at an auction or not ***** *** ******* ***** ********** ***** *** **** ******* **** **** *** ****** ******* ******** These should be taken off the shelf and discontinued. I cannot believe TMG is ******** ***** ********** over this poorly built and designed product.
  Sincerely,
  
  **** ******

• Initial Complaint

  10/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a ******** ****** chipper shredder in September 2022, new in the box. After a few hours of use the exhaust unit broke off the engine manifold! Then the intake shoot broke off where it is bolted to the frame! Then the chipper **blades broke off!!this machine costs around $2000, but I want only $560 to have it professionally repaired. Also, i called the company for the **blades and they can't replace them. it has to be special ordered and will take about 2 months to get! that's just for the blades, not all the other problems this piece of junk has. Bad design, cheap material, with no real way to get replacements in a reasonable amount of time.

  Customer response

  10/03/2023

  I do not have a certification. Ive attached the only documents in the box.

  

  Business response

  14/03/2023

  Hello,

   

  We regret to hear about the difficulties you have encountered with the product. Upon reviewing your file, we observed that your initial inquiry was focused on replacement blades, and only after mentioning the backorder did you bring up additional concerns.
  It is important to note that, unfortunately, you did not purchase this unit directly from TMG Industrial. As stated on our website and in the auction documents you signed and paid for, ***************** are considered "as is," with no implied warranty for the unit. Consequently, we are unable to offer any warranty support for your product.
  Regarding the replacement blades, we apologize for the inconvenience, but we are unable to expedite the sourcing of these parts. However, if you would like to proceed with purchasing the blades, we can place them on order for you without any issues.

   

• Initial Complaint

  21/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 21,2022 we purchased a 20 x 20 livestock corral from TMG. When speaking to the representative we told him that it would be to house a horse. He said it should work fine. The final purchase cost was $6267.50. The corral was put up in June. On January 27th, 2023 when going out to feed my animals I saw that it had collapsed from the weight of the snow. The night before we had a typical ***************** snow fall that wasnt too much. I contacted TMG and was told that if I had read the instruction manual I would have seen that there is a no snow or wind load. However the description states that it is great for ******** climate. What if my horse was in that structure? They told me that I would have needed to remove the snow as it fell during the night. Not realistic. I mentioned that I would not have purchased the building if I knew it was going to collapse. They said it was not their problem and there was no warranty. The website said that because they are essentially DIY structures they could not be verified. However in manual, once you get it on property, you learn about the snow and wind load. They have since added to their website. Eventually they came back with replacement parts at a discounted rate. It was going to be $2402.40. However full price is only $5500. Order number ****

  

  Business response

  02/03/2023

  Hello,

   

  We have reviewed your file and all details in your support ticket have already been discussed and validated you above comments. our warranty policy and product details are clear and present on the website. to ensure ongoing product quality please complete the regular checks and maintenance as required. this will prevent future issues. please reach out if you need replacement parts.

  Customer response

  03/03/2023

  
  Complaint: ********
  
  I am rejecting this response because:No where does it state on the website or in the directions that this structure will not withstand an over night snowfall of less than 10 centimetres. And the fact that it wont makes it very dangerous and it should not be sold to anyone in a climate where it snows. Not giving a snow load rating should not mean it will take no load at all. And the fact that they screen reviews on the website only allowing positive ones gives a false impression of the products that they sell.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  14/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased an 18’ x 45’ storage shelter, advertised by them as “reinforced for snow”, and of course sold for the Canadian market. It collapsed overnight with the first bit of snow, about 6” worth. I contacted them and they claim they can’t help as it has no snow rating, and also dragging the whole claim process out to put me outside my CC claim period. The cost of the shelter ($8,247.87), ground prep and erecting it ($5,500), and now cleanup and damage to equipment stored in it (still unknown), is extensive. I am out at least $15-17K in total due to the purchase of their product. Shelter was purchased Sept. 22/2022, collapsed December 25, 2022.

  

  Business response

  15/02/2023

  Hello,

   

  Again sorry to see this has happened, however YOU chose to purchase this unit against TMG Industrial recommendations. TMG Industrial clearly told you the unit was not rated for snow, this is outlined directly on the web page that you used to purchase the unit, again against TMG Industrials advise. Our Warranty page also clearly states that external forces such as snow and wind are not covered under warranty. I have attached the email were WE TMG Industrial recommended a totally different type of shelter. You did not follow our advise and purchased the unit anyway directly form the web site.

   

   

   

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a sawmill from TMG last October and I received it damaged while in transit but after making a claim they did send me the parts that were damaged within 2 months and I started using the mill and it did work well but in mid June of 2022 the gear that is used to bring the mill head up and down broke making the sawmill useless, I called the warranty department with was very helpful and ordered the part I was made aware that it would take 2 months for the replacement part so I waited I contacted them at the 2 month mark and was told that the part is in transit and would be shipped out within a week. When I didn’t receive a tracking number after one week I reached out again and was told by email that the package is still with *** but should be released within a few days and they provided the *** tracking number for their package so I started checking with *** DAILY on their APP and indeed there was some movement with the package until the APP Showed that there was a duty to be paid before the item left the warehouse so again I contacted TMG informing them of the situation and from that point on they stopped all communication with me and I don’t know what to do anymore so I’m asking if you can help me please. I now have a $6000.00 sawmill which is completely useless without that $22.00 gear that is needed to repair the sawmill. Please help me

  

  Business response

  24/10/2022

  ****,

   

  Your item was shipped and received by you on October 19th confirmed by the  tracking details sent ****************

   

   

  Customer response

  24/10/2022

  
  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 but it’s unfortunate that it took 4 emails and several telephone conversations and finally contacting the BBB to get my replacement part not to mention the almost 90 days of down time SHAME ON YOU TMG and the final slap in the face is the fact you shipped the part only after my complaint and then waited until it was delivered on the 19th so you can write “ oh we shipped it and you received it “ trying to show how great your customer service is. I pray to god that the woodmill doesn’t need parts in the future because dealing with TMG was a nightmare and I thank you for your professionalism.

  
  Sincerely,
  
  **** *****

• Initial Complaint

  09/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Please phone me **********  TMG ordered me a wrong part did not use it and would not give money back

*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. ↩