ComplaintsforVeen Canada

• Initial Complaint

  14/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 2/3/22, my friend and I purchased a used veterinary x-ray panel. The purchase agreement was signed by my friend ******* ******* (copy attached). The date on the top of the purchase agreement is 1/13/20 but you can see the correct date on the signature line of *******. The purchase agreement includes an address in Canada, from the sister company of VEEN America, but this purchase was made from VEEN America. The cost of the equipment was $3500. The ad of the equipment said that it came with software. Attached is a scan of the ad which is still visible on the company website, although it now says "out of stock". The link to the ad is: ******************************************************** In addition, ******* had an email exchange with a company representative (***** *******, who is the son of the owner of the company, *** *******), where he specifically asked if it came with software, and ***** responded that it did. A copy of the email exchange with relevant language highlighted is attached. When the equipment arrived it did not have software. ******* confirmed that with *****. ***** said that a CD included was the software, but all that was on the CD was an operation manual. I then started a conversation with ***. During a Zoom conversation, he admitted that a mistake had been made when his son had said there was software. We agreed that I would send the panel to a software technician (***) to confirm it was not broken and to see what it would cost for a software system. *** indicated it might only cost a couple hundred Dollars, which we didn't mind. In addition, by checking that it wasn't broken, *** would consider accepting it back for a refund. It turns out that the software solution costs $5600, and *** is refusing to issue a refund. I attach a scan of the email exchange with ***. We would like a refund in exchange for returning the panel, which has been confirmed by ***'s chosen technician to be in working order.

  Business response

  15/07/2022

   ****** ***** never made a purchase with my company but she is making a complaint against my company. As a result,  I see no reason to respond to this complaint. None of her documents support and purchase made by her. -***  ******************* ***

  Customer response

  16/07/2022

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

  The panel was purchased by a group of people, and I am one of them. ******* *****, *** ** ****** *** ********* ** *** **, handled the initial communication with ***'s company and signed the Purchase Agreement. I have the email exchange between ******* and ***** (***'s son who also works with the company) where ***** confirms it came with software. I attach a copy of that here. I attach a copy of an email from ******* confirming that I am a co-purchaser, and that it was decided that I coordinate the complaint with ***.

  Once we became aware that there was no software, ******* asked me to start talking to ***, which is why there is the email exchange between myself and ***. ******* felt that *** had simply been lying in order to make the sale. I felt there could have been a misunderstanding and we could try to get a refund. In the beginning *** was trying to find a solution. He asked me to send the panel to a technician to see if he could set it up with software and to make sure it was still working in case we moved forward with a refund or exchange. We just wanted a solution, and *** indicated it would only cost a few hundred Dollars, so we tried it. The quote came in from the technician (I attach it here), and it was for $5600, which is too much for us. At that point, I told *** we wanted to move forward with a refund, and he refused. With no other option available to us, we decided to file a complaint with the ***.

  *** has frequently used the justification that he was not selling a "fully functional" panel. I agree with that, but we're not talking about if it's fully functional or not. He represented that it came with software, and in fact, it did not. If he had indicated that it didn't come with software, we would not have purchased it.

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

  Business response

  18/07/2022

  I cannot add anything further except we have been trying to help the customer with a solution. ***

  Customer response

  19/07/2022

  
  Complaint: ********
  
  I am rejecting this response because: We're asking for a refund because he misrepresented that the panel came with software, and in fact it did not. He did not deliver the product that was advertised and described, and we should have the right for a refund in exchange for a return of the product.

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

  Business response

  29/07/2022

  Thank you but I’m not going to continue to respond.  I have done everything I can for this customer and was prepared to continue to help but I don’t think there’s any point in me helping anymore.  I even solicited help from my business associate I worked with for many years and he’s coming to the same conclusion that we can’t do anything for her.   Thank you for your time.  

  Customer response

  29/07/2022

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

  *** says he's trying to help, but he refuses to give a refund (in exchange for a return of the panel) for a product that he specifically misrepresented came with software. That's the only thing we want. His "solution" costs an additional $5600 which is not acceptable to us. We will be suing him in small claims court.

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

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