ComplaintsforQuincy Compressor, LLC

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Q54 compressor direct from Quincy in ********* **. At the same time I purchased a service kit to extend my warranty to 3 years. Keep in mind this compressor is used at home for my hobby. After about 18 months the pump failed. I had a difficult time getting someone to look at it since they stated I was out of warranty. Once I resolved that a tech came out on April 16th 2023 and confirmed the pump was bad and they would replace it. Now its been 5 months and nothing. I had to purchased another compressor to get me by. I have emailed to ask why its delayed and they haven't responded. This isn't acceptable. Quincy could care less since I'm not a business.

  

  Business response

  10/05/2023

  **************, 

  We would like to extend our sincerest apologies for the negative experience you encountered with our customer service team. Your feedback is invaluable to us, and I assure you that we take your concerns very seriously.
  I would like to thank you for bringing this issue to our attention as it helps us identify areas for improvement. Our commitment to providing exceptional customer service is unwavering, and your feedback is a vital part of our ongoing efforts to enhance our services.

  
  I have escalated your concerns to our customer service management team, who will thoroughly investigate the matter to ensure that such incidents do not recur. We are committed to addressing the root cause of the problem and implementing necessary training and process improvements.

  
  Our Regional Manager will reach out to you immediately to correct this issue.

  
  Once again, we sincerely apologize for the inconvenience you have experienced. We value your business and trust, and we are determined to regain your confidence in our services. Your feedback is instrumental in helping us achieve this goal.

  
  Thank you for giving us the opportunity to address this issue and you should be hearing from our regional manager ASAP. 

• Initial Complaint

  05/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We called Quincy in ****** ****, Pennsylvania sometime in February, to repair our Quincy air dryer. They came at the end of March and said that there was a part they did not know about and they would be back. Another tech came back and fiddled with it for a while it seemed like he did not know what he was doing. On another visit a third technician came out and said that there was a defective controller meaning the motherboard. I believe the second technician may have shorted something out during his diagnostics. We’ve been waiting for them to return. I don’t think anybody really knows what’s wrong with this as they will not return. Order has been running through our system and destroying our pneumatics. We really need to know what is going on with this dryer so we could purchase a new one if necessary.

  

  Business response

  06/10/2022

  Hello, 

  We apologize that your customer service experience was not met. To address the complaint, Our Service Manager and Service Technician visited the customer on March 29th and advised that he would need a new controller for his dryer. The controller was quoted and we advised we would not charge any travel time or for the troubleshooting of the dryer in March. As of today, the customer was only charged for a maintenance charge on the dryer which included the drain that failed. As quoted and stated to the customer, the controller needs to be replaced. The unit will not work without this controller. We can resend the quote and have our service manager reach out again, but we advised the necessary steps to have the dryer up and running again. 

  Customer response

  06/15/2022

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

  Your inexperienced serviceman more than likely caused a short when he was diagnosing this. our shop equipment is being destroyed by this water in our lines due to your incompetency. It's been over 4 months now since you were first contacted. We had to have this replaced before anymore damage occurs. We may be seeking compensation to replace the destroyed equipment from this neglect.

  
  Sincerely,
  
  *** ****

  

  Business response

  07/13/2022

  Hello, 

  I spoke to the service manager again and the issue with the first dryer is a bad connection in the circuit board, which causes the fan to stop running. The second dryer needed to be replaced and a quote was given for a replacement. 

  A replacement controller has been ordered and **** *********, Service Manager, will be contacting you to set up a time to repair. 

  Please let us know if you have any questions. 

  Thank you 

  Customer response

  07/13/2022

  
  Complaint: ********
  
  I am rejecting this response because: OUR SHOP WAS BEING DESTROYED FROM WATER IN OUR LINES. WE HAVE MADE OTHER ARANGM,ENTS.

  YOU WE B\E LUCKY IF WE DON'T SUE FOR DAMAGES.
  
  Sincerely,
  
  *** ****

  

  Business response

  07/15/2022

  We’ve worked to resolve this issue and he’s refused to answer our calls and has only responded via the BBB. We have ordered the part, but the issue is not on our side. He had one bad dryer and a failed controller, which we have stated we would change.

  
  

• Initial Complaint

  02/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a compressor from Quincy that is having multiple internal failures, with only 3000 hours ran on it. The compressor is having failures that aren't due to normal wear and tear, and so far the sales and customer service staff has done nothing to remedy this. We have a faulty air end, a faulty motor fan, and a faulty transformer in this unit. Quincy claims that because oil samples were never taken since installation, our 10 year warranty that we purchased is void. If oil samples are that critical, Quincy should be making every effort to collect them themselves and this just seems like a weak attempt at not taking responsibility for the equipment. We've discussed this with their local sales rep, his boss, the local service manager, and a newly appointed account rep. So far we've received no real response to these issues.

  

  Business response

  04/20/2022

  Business Response /* (1000, 9, 2022/03/28) */ We have been in constant contact with this individual. He has not provided us with an oil sample to further inspect his complaint, he has refused our warranty even though it states that to comply he has to buy factory parts and comply with service. We are unable to approve warranty until we obtain the required information needed to review his complaint. We have sent numerous technicians to his location and currently we've removed the airend and shipped it to our factory in ***********, AL for inspection. Once reviewed (which might take a few weeks), we will determine if it was an error on his part or if we will approve his warranty claim. We have followed all the necessary processes and procedures based on our warranty statement. He has been made aware of all of this at each stage of this process. If you need further information, please let me know. We have all of this documented, including emails between us. Consumer Response /* (3000, 11, 2022/03/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have provided the emails where they said we'd need to pay another $4500 for a 'Guardian Plan' to have this issue addressed, which makes no sense if we were refusing the warranty. I've also provided emails where we asked repeatedly about the oil samples, with no response. They've sent numerous technicians to address a DIFFERENT problem regarding a communication module that was never set up properly after we paid $4000 for it, but that's not what this complaint is about. After no real response from Quincy regarding this problem, we had to search out individuals in their C-Suite on LinkedIn and message them separately about the failing equipment. We were finally put in contact with a VP who came to our facility. A plan was agreed on by both parties to remove the air end, which they finally did, and examine the oil samples taken at that meeting, which they also did. They found metal in the oil, and are examining the air end now at their facility in ***********, AL. Quincy is finally moving towards a solution in all this, but this narrative where they were in constant contact and we refused the warranty work is completely false. We wouldn't go to the lengths we did to find someone who could help us, if we were in constant contact with Quincy.

*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. ↩