ComplaintsforPalomar Engineers

• Initial Complaint

  05/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Hello.I have received a defective antenna from this company (please see attached PDF.)It is almost impossible to get through by telephone and no reply by email.The person who I have spoke with, ***, ordered me a new replacement antenna.I have been awaiting tracking information regarding it and cannot obtain after several calls one of which was earlier today. Never received callback within 1 few minutes as promised. Furious.This is giving me extreme stress, as it was supposed to be shipped **** Priority Mail on 5/14/24.The remedy I am seeking is a brand new antenna, specified as per the Sales Order and Tracking.Any help appreciated! Time is of the essence.Thank you,************************

  Business response

  05/24/2024

  ************** (Complainant) is not our customer. He purchased one of our Antenna products from our ******* ********* Outlet. Instead of going through the proper channels, he decided to contact us directly. He had a conversation with our Chief Engineer ***, and it was decided to send him a new Antenna replacement. This was accomplished later in the week since these products require custom modifications and rigorous testing for optimal function. Complainant proceeded to harass us and call on our Business Line over 20 times. This is unacceptable behavior, and not within the confines of Proper Decorum in a business transaction.

  The Replacement Antenna was sent to Complainant with Tracking No. 9405503699300683031543

  According to ***** the package was:
  

  Delivered, Front Door/Porch
  NEW CITY, NY 10956 
  May 21, 2024,11:19 am

  We have since reported Complainant to Our Dealer for further comment.

  As a reputable Business, Palomar Engineers with 55 years experience understands that certain customers have differing approaches, however this one does not comply with *************** Practices.

  Thank you for your assistance with this complaint.

  Best Regards,

  *********************

  Administrator

  Palomar Engineers Inc.
  

  Customer response

  05/24/2024

  
  Better Business Bureau:
  
  The new antenna finally arrived and was tested with nominal function.

  However, the carefully curated comical response provided by the company is totally fictitious and serves as a serious wake up call as a consumer to avoid.

  The only communication I have received from the company was literally the tracking number for the shipment soon after this complaint was filed. The company did not reach out to me for an apology and/or explanation. The statement of harassment is patently false, as I was only trying to attempt communication. I insist that you look back at all the cases for this company before mine and note the previous complaints brought to the BBB. I will not purchase from or recommend Palomar to anyone. I find it quite amazing that this person, **************, being the "president" of this organization, would not communicate with me directly but only via the BBB complaint. Nevertheless, I now consider the matter totally closed and thank the BBB for intervening.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  03/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  ordered a rf choke and got a note telling me that a tracking number has been made, on March 15th its now March 19th and the choke hasn't been shipped yet tryed calling the number and got a recording that the mailbox was full and hung up on me. all i want is the choke shipped to me.

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased an antenna system for $129.95 and a common mode choke for $69.95 on February 6, 2024. Items were shipped to me on February 10th. I did not receive the antenna but did receive the choke. I have called a dozen times and left a message but never received a reply. Their voice mail has been full and I have never heard back from them.

  Business response

  03/05/2024

  Dear *************,

  We apologize for our Error in omitting your Antenna system BAS-41-500.  Please know that your Antenna has been shipped with Tracking No. **********************. According to ***** the package is "Expected Delivery by
  Wednesday 6 March 2024 by 9:00pm" . Please let us know when the package arrives and its condition.

  Thank you for your Business, and we hope that you enjoy your Palomar Engineers Products.

  Sincerely,

  Suzy

  *********************, Administrator

  ***************** AK6R, Chief Engineer

  Palomar Engineers Inc.

  *******************************************************

• Initial Complaint

  06/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  el dia ************************* COMPRE UN PACK DE 20 FERRITAS EN LA PAGINA DE PALOMAR, EL COBRO FUE RECIBIDO POR LA EMPRESA, LA QUE CONFIRMO EL PAGO CON UN CORREO ELECTRONICO, DESDE ESE DIA, NO HE TENIDO NOTICIAS DE MIS PRODUCTOS, EN EL SEGUIMEINTO DE PEDIDOS AUN APARECE EN ESEPERA DE PROCESAMIENTO. HE INTENTADO COMUNICARME DESDE DISTINTOS CORREOS EMAIL SIN NINGUNA RESPUESTA *********************************** ORDEN 24264W DEL DIA 25/5/2023 ****************

  Business response

  06/20/2023

  **************** purchased an Item from our company, Palomar Engineers and agreed to pay shipping to his home in ***** via his *** account. Upon numerous inquiries, **************** did not pay the requisite $32 shipping fee, and still inquired as to the status of his Item on 6/11/2023. We responded on 6/14/2023 requesting payment for the shipping charge. We have communicated with **************** requesting payment on a number of occasions with no result.
  

  ******************** last communication with us on 6/15/2023, he had requested a Refund of his Purchase Price. We Refunded **************** his $30 payment on 6/20/2023.

  We consider this a Closed Case with a Customer that Refused to Pay to Ship his Item to *****.

  Best regards,

  *********************

  administrator

  Palomar Engineers Inc.
  

• Initial Complaint

  03/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  - Placed order on 18 Feb 2023 - Order #*****W confirmation - Charge card immediately charged $280.37 - No item was indicated as out-of-stock/back ordered/etc.- Contacted seller, 6 March, via listed Sales email address to request status as order status indicated "Awaiting Processing"- Attempted to reach live, 7 March, via published Sales telephone ************, voice mail full, could not leave message - Contacted credit card issuer on 7 March to request assistance in resolution, either shipment confirmation or a full refund

  Business response

  03/15/2023

  We have received **************' complaint, and take his case very seriously.

  During these Covid19 years many Businesses have experienced personnel and product shortages.  Palomar Engineers is no exception, and since much of our Inventory comes from *****, the shipping delays have been rampant.

  Also, our manufactured Items such as the CMNf-TV that ************* has ordered take 2-3 weeks in production by our engineering staff. 
  

   

  We apologize to ************** and assure him that his Items are due to ship tomorrow 3-16-2023 via Priority Mail with Tracking No. **********************. Please allow 2-3 days shipping time and kindly let us know when the package arrives.

   

  We hope that ************** is satisfied with our over-engineered products, and  trusts the quality of workmanship by Palomar Engineers.

   

  Sincerely,

  *********************

  CEO

  Palomar Engineers Inc
  

• Initial Complaint

  08/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a RFI filter kit comprising 5 components from Palomar Engineering total **$137.65 in May 2022. Unfortunately one component, a coaxial noise filter, was incorrectly supplied. I have sent 3 emails to this company requesting replacement with the correct item, and attempted telephone contract, with no response.

  Business response

  08/10/2022

  We have been in touch with ******************* concerning the Item that was included in his kit that was not acceptable to him.

  The replacement noise filter was sent via **** on 08/09/2022 with Tracking No. **********************.

  We have also requested that ******************* let us know the cost (least expensive) to Return the unwanted Filter in his possession so that we may send him the Funds to ship it.

   

  Thank you for this opportunity to satisfy our customer.

   

  Warm regards,

  *********************

  administrator

  Palomar Engineers Inc.
  

  Customer response

  08/13/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  04/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered an item from Palomar Engineers on March 20. I selected the 3 to 7 day option for shipping via US Postal. The order update via email never came. When I click the link in the email to view the order status it takes me to a ********** login. This login would be used for their web developer to update their site. I reported this issue via email to Palomar. I have tried calling everyday this week at various times as I know we are in different time zones. I probably called 20 times and their main number goes to a voicemail box which is full. I have sent four emails asking for an update on my order. They never reply. I see on ****** and BBB that similar customers have the same experience as I am having. I just want the item I paid for as it was highly *************** order number is 18075W and my resolution would be for this company to send me what I paid for, to update the contact info for their website and get a voicemail box that works. Their customer service is awful.

  Business response

  04/08/2022

  This Customer wanted us to ship a custom design product to him immediately. We cannot do that since it is a custom order that takes time.  Typically these products take at minimum of two weeks in production, and that is stated on his customer purchase notification. Yet he persisted with many many emails, calls etc. He was a nuisance to our company.  First he wanted "the product" and next, he wanted "a Refund" . He spoke with our Chief Engineer and requested a Refund. We gave him a Refund on April 3, 2022.  This was the best we could do with an irrational customer. 

  Best wishes,

  *** & jSuzy
  

  Customer response

  04/08/2022

  I advised *** when I did speak to him initially his website has an issue with viewing the update of your order status. He claimed he was going to let his website master know. To date, over a month later that still isn't fixed. I feel with this is done on purpose to leave the customer in the dark and they have extreme control over the orders regardless of what shipping speed you choose. I also advised *** that the main phone number which is their only contact number. By the way that the voicemail box was full. And he said yeah it probably is. He obviously did not care because to date again over a month later. The voicemail box is still full when you call. The reason *** called me a nuisance customer was because they have a policy for free shipping over $100. The product that I bought was *****, so I added another product from his website that was $0.25 to make up the difference so I can get the free shipping. I'm sure this was another thing that irked ***. Because essentially I got a $10 discount on my order by selecting that $0.25 item to make up the free shipping. This business obviously does not know how to operate in today's standards of utilizing technology such as a website and providing good customer service, whether it be through email or over the phone. It's a shame because I actually bought another version of his product from another vendor and now I regret it since he is lying on his better Business bureau report.

  Business response

  04/18/2022

  This Customer is accusing **********************. of intentionally hurting our Customers.  This is patently wrong and unacceptable to us.  The Customer firstly tried to get the Free Shipping over $100.00 by asking *** to break the rules for him since his purchase was short of the $100.00. *** said that he couldn't do that since it is a part of the program, and  suggested that the Customer add a small purchase to his order to make up the difference, and pointed him to the category of jjcheaper Items.  He purchased one of these and received Free Shipping for his order.  *** was supportive, and did not bear any malice toward this Customer who wanted special treatment originally.

   

  Further to the "Special Treatment" requested by this Customer, he wanted ********************** to expedite his Item that required manufacturing by our Engineering Staff.  We could not accommodate this request by putting his order  his order ahead of our other Customers.  This Customer persisted and left numerous messages that were deemed excessive by our Staff.  This is how the Mailbox on our Sales phone line gets filled up.

   

  The Customer received a Refund per his request, yet continued to attempt to hurt our Business. Not only did he file a BBB complaint, he also filed a Complaint and Refund Request with PayPal, the financial instrument used for his purchase.

   

  Perhaps this is a Case of irreconcilable differences, however any attempt by a Customer to hurt our Business is taken very seriously.  Likewise, the accusations in this BBB Complaint are taken very seriously.

   

  Thank You for the opportunity to respond to our Customer in a safe place.

   

  Sincerely,

  Palomar Engineers. Inc
  

  Customer response

  04/19/2022

  This response is a complete LIE again! First off, my order was made online and can prove by the time stamp on the emails/order receipt. It specifically says website order. I never spoke to anyone at Palomar prior to placing my order.
  Second, I did call Palomar and could not get through since their phones were off the hook for several hours or days.Some days the phone would ring and go to voicemail; machine was full. When I finally got through I notified *** that the answering machine was full. He did not seem to care.

  
  I admitted to adding a .25 cent item to my ***** order so I can attain the free shipping as opposed to paying $10 for the same shipping speed. I guess this irked *** so that's why he delayed my order.So for the record, *** did not recommend this, as my order was already placed.I then asked him for my tracking number since the shipping was 3 to 7 day business shipping. He gave me false info that the item was shipping out on day 8.

  
  Another week went by and that's when I decided to file a BBB Complaint and a case with PayPal. *** claims I left numerous messages, FALSE- there is no way to leave a message because the phone is either off the hook or the message system is full. Go try calling for yourself- ************.

  
  The only truthful thing in this response is that *** did issue a refund via PayPal. Like a fool I ordered the same product through HRO- not custom as he claimed. While on the phone with them, I did ask if they had issues like I described with *** and Palomar's customer service.Same Story- Different Day was the response I had got. They too cannot reach him. Nobody should buy from this company. I have piles of paperwork documenting this case and order. I would like all of this information in my responses and ***** responses documented on the BBB site so all can see. Once I post it on the other websites for reviewing ham radio equipment- all will see the picture I paint of Palomar Engineering. 

• Initial Complaint

  03/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered 6 products from Palomar Engineers on January 27, 2022 for an order total of $257.25 USD. I was fully charged for the 6-item order. However, only 5 of 6 items in the order were delivered on February 18, 2022. The one missing item charged at $19.50 was never delivered and this retailer never responded to multiple contacts enquiring for the missing item ship date or a refund. This dishonest retailer charged me $19.50 + tax for an item that was never delivered and then refused to respond to multiple inquiries regarding the missing item over the following two weeks.

  Business response

  03/07/2022

  ********** and Palomar Engineers have reached a resolution in this matter.

  ********** has accepted an apology from Palomar Engineers.  His missing Item is being sent to him with **** Tracking No. 9405511699000973324472. 

  Additionally, ********** has been refunded the $19.50 cost of his missing ***************** Bead Item.

   

  Thank you for your attention in this matter.

  Sincerely,

  *********************

  Administrator

  
  

  Customer response

  03/07/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

*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. ↩