ComplaintsforFresno Equipment Company
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Complaint Details
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Initial Complaint
08/21/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
The store did not display a sign that once the items have been installed there is no refund or exchange. The part or fuel filter was wrong. We gave the employee the model number of the tractor.and plus the information of the tractor was inside their system. So they gave the wrong fuel filter and when we came back to exchange they did not want to.help us.Business response
09/14/2023
Hi *******,
I talked with our parts manager *********************** about the transaction with *************/ Thai **** and I included his notes below and have attached the account information that shows the model tractor, I diagram of with the filter number and location of the filter on the tractor, the part breakdown for the filters on their tractor and our parts invoice that they have a copy of that explains our return policy, I believe the customer was frustrated they had installed the filter in the wrong location on the tractor, we are still a 100 percent willing to do whatever it takes to satisfy the customer. Thanks again
***************** notes
Customer attempted to return fuel filter that was saturated with diesel fuel.
The customer was told the filter, in this condition, is not returnable.
We do have the customer information in our business system, and we used this information.
The filter we sold this customer is the correct filter for this tractor.
We would have happily exchanged this filter at no cost, if it had not been the correct filter.
As the customer quickly became irate, this was brought to my attention.
I told the customer I would verify the correct filter needed, she stated "if you sold me the right filter I wouldn't need to return it"
I asked her to give me the opportunity to verify the part number, she loudly burst out of the store.
Clearly printed on the bottom of every customer invoice states that certain parts are non-refundable.
*********************
Fresno Equipment Company
Fresno Store/Sales Manager
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.