ComplaintsforGovPlanet.com/Ritchie Bros

• Initial Complaint

  05/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I am writing to file a formal complaint against gov ****** regarding the handling of my account and customer service experience.On 5/14/***** I encountered an issue with my account being locked without any prior notice or explanation. Despite reaching out to customer care, I was unable to receive a satisfactory explanation for the lock. This resulted in significant inconvenience as it hindered my ability to bid and conduct business on the platform.Furthermore, my interaction with a team lead during this process was incredibly disappointing. The team lead exhibited rudeness and failed to address my concerns adequately. Instead of assisting me in resolving the issue with my locked account, she focused solely on the timing of a payment made for an item, which was paid 8 days after the sale. However, it is crucial to note that this delay occurred due to my status as a tax-exempt reseller, and the platform had not adjusted for my state's sales tax exemption.I am deeply dissatisfied with the lack of communication, the unprofessional behavior exhibited by the team lead, and the failure of [Company Name] to accommodate my tax exemption status appropriately.To resolve this matter, I request the following actions:A clear explanation for why my account was locked without notice.Proper adjustment for my state's sales tax exemption to prevent similar issues in future transactions.Improved training for customer service representatives, emphasizing professionalism and effective communication skills.Assurance that similar issues will be handled more efficiently and with greater consideration for customer satisfaction in the future.I hope that by bringing this matter to your attention, [Company Name] will take the necessary steps to address these concerns promptly and prevent similar incidents from occurring in the future.Thank you for your attention to this matter. I look forward to a resolution.Sincerely,***************************

• Initial Complaint

  01/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Bid and won on a item. Went to pay and item cost 33% more after fees. Still, willing to pay, claim they take credit cards but will not allow to place on two cards and has a max limit of 10K. Making it unable to be purchased. Called them they will not split the invoice into two so my cards can pay. I would not have bid know this information up front and have not seen this in small print. They also state if I default I need to pay a cost that is 50% of my bid if i want to bid in the future.

  Business response

  02/05/2024

  After reviewing the customers complaint, he is correct we do have additional taxes and fees with each purchase. All of the information about the fees is listed with each of our items as well as in our Buyer Terms and Conditions. The terms also state that credit card payments are to be made in full. We contacted the customer to go over our payment terms and reached an agreement to rectify his concerns. The customer stated that this shows a good sign that we are willing to work with him on future purchases.

• Initial Complaint

  12/19/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  A lot of items were purchased through the www.govplanet.com website on 12/12/2023. Item number ******** the purchase price was ******. With fees and taxes the total was ******. Item number ******** listed a manifest of contents. The manifest provided list specific part numbers and quantities. Govplanet failed to provide all items listed on the manifest during the scheduled pickup. Upon arrival to take delivery of listed contents. Item ************* with a listed quantity of 1 was missing. I brought site personal to examine and verify item ************* was missing. The site leader located a box with the correct item number. But while examining the contents no correct items were located. The box contents were bags of bolts and nuts. Item ************* is a specific filter and seal kit. I made the site personal aware of what contents represent the above number. The site personal informed me they are not aware of what contents should be provided for the missing item. I asked site personal why the item number was listed if they didn't verify the contents. As per the inspection report of 27 specific part numbers. Site personal suggested I called customer service to report my issue. I spoke with customer service and was forwarded a disput form. I filled the required dispute form. The form asked for my resolution. I stated I wanted a 50% credit of the purchase price with me taking delivery of the lot. Or 100% refund and govplanet retaining ownership of item. ********* responded to my dispute with a ***** dollar credit for a future purchase. I believe this activity is called bait and switch and is illegal in any state.

• Initial Complaint

  11/22/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Date of Transaction: 10/3 Amount Paid: 418 Item Number ******** I bought a safe from this company, it was in terrible shape upon delivery. I immediately told them I wanted a refund. Almost a month later they said you can see the problems if you zoom in on the picture. The handle is a jagged piece of metal that is dangerous to open. The safe doesn't open at all. Therefore the safe is unusable.

  Business response

  11/28/2023

  The item was damaged during Transporation, all transporters take liability of the item when picked up.

  Customer response

  11/29/2023

   
  Complaint: 20907388
  
  I am rejecting this response because the transporter was in shock that the safe was in such disrepair.  *********** is trying to shift blame where it's there fault.  They sent me a picture saying I know what happened.  Terrible company

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

• Initial Complaint

  10/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I was on their website on Tuesday, October 10th, 2023 searching items for sale. One vehicle, an AM General M1114 HMMWV 4 ****************** item # ********, was listed for a buy now price of $3,000. I clicked the link to purchase the vehicle but it would not let me buy it. I message the customer service and they said it was for auction only at a later date. I showed them the attached images (GovPlanet Web Pages.pdf) of the "Buy Now" for $3,000 and they stated in an email attached, "We are not obligated to sell at the listed price as this listing is now a bidding auction, if there was an option as a buy now and changed back to on hold it may have been due to an error." As of 3:55PM on October 11th, 2023, it is still listed at buy now for $3,000.This is completely unethical of them not to honor the price they advertised on their website.

• Initial Complaint

  10/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a military trailer at auction on July 5th 2023. I have been waiting for the title info so I could register and tag the trailer. It is now October 5th and still no title info from GovPlanet. I was told by their representative that it would take 60 days until I received it. They then stated 60 business days. On the 65th business day the representative told me it would be an additional two more weeks. Mind you this trailer will be setting nearly 4 months untagged and unregistered. Their customer service is horrid. I will never and suggest you consider carefully before buying anything from this company.

  Business response

  10/09/2023

  After review, it does seem that the title work has been shipped to the customer, and per tracking details it has arrived as of Sunday, October 8th. Attached is a copy of the tracking details. The time frame shows that the title process was on track based on the item date of pick up on July 7th of 2023. The process for these documents to get process begin once the unit has been picked up and removed from the site and updated in the system. Once the status is updated to picked up it can take up to 60 business days for that particular military branch to return all completed SF97/titles returned back to our office. *************, our customer care team update the account and ship out all documents to the customers. The process can be lengthy due to the items sold under the GovPlanet were previously property of the US government and are not registered or have title work upon selling it to the public, so a SF97/title has to be created. These forms are provided by the US military branch selling these items, and their process requires that the GovPlanet customer care team to submit these request in bulk, not individually. 

  Customer response

  10/09/2023

   
  Complaint: 20698628
  
  I am rejecting this response because:  It didn't arrive within your sixty day window. I did received the document in 65 business days.  After reading all the numerous complaints I think it's a waist of my time to repeat them.  I would work on your customer service staff and you may have not gotten this to begin with.  I do like the product I received and the price I paid for it was good.  It being the first time purchasing form GOV/PLANET I was not prepared to wait 90 plus calendar days for a title.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  10/03/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 8/24/2023 I bought item ********. problem 1. this company is not authorized to collect tax by the ***************** for items sold in ****** so a Refund with out paper work is owed for $527.85. No excuses. Neb. **** **** ************* the seller is not authorized to collect tax. #2 ******** requires registration and payment of taxes on a motor vehicle ****** requires it to be registered with in 30 days and % of amount and a set amount to be fined for failure to do so. until such time as it has been paid ( the exact % is not defined) ****** also states that the seller must provide the documents needed with in the 30 days. They seem to ignore these laws and leave it to the buyer to pay tax twice and the penalty the settlement would be to refund the taxes illegally collected immediately and to supply documentation forthwith !

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  on 7/12 2023 I purchased a vehicle for the sum of $ ******* item # ********. video showed it running, I noticed a sign in the window that said drained of all POLS , I assumed that there would be oil in the motor if they ran it. Before I picked it up i had emailed gov ****** to see what the sign meant ,petroleum,oil,lubricants , this was confirmed by the site manager in fact it had NO OIL. and they had ran the engine in the video and it had no OIL pressure, I assumed the gauge was not hooked up as the screws were missing the held the gauges in, I tried to start a dispute via emal as they offer a guarantee, before I had the item shipped another $895.00 i got no reply . i then called again and got the dispute started , I supplied them with all the info they needed including paperwork from a local repair shop stating the cause and the damage, this was done the day after i received it. the repair bill was to be over $ ****** . They offered me a $ ****** credit on my next purchase. my next step is to file with small claims court.I would like a partial refund of $ ******* the non running ones sell for $1500 to ****

• Initial Complaint

  05/29/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello, I bought a golf cart from *****************************. The item was described as 48v golf cart (I have an invoice attached). I paid for the cart and when it was delivered to me I noticed that it is 36v golf cart (attached pictures of the solenoid and motor) with removed plate (for misinformation probably). 36v golf carts are lower than 48v on the market. I would love to get a refund or adjustments of the price it was sold if possible. Thank you!

  Customer response

  06/20/2023

  Hi, 

  They actually responded and resolved the issue.

  Thank you,

  Vasily

• Initial Complaint

  04/09/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Back on 3/8/2023, I purchased a Military HMMWV from the GovPlanet online auction. Kansas State and ************ Taxes were charged and paid. I did check with the ****** ********************* to make sure I do not need to pay ****** taxes for this purchase which they confirmed after asking me many questions that I do not.GovPlanet was waiting for the final BOL to confirm pickup by a 3rd party before issuing a refund. Once they received the official BOL showing a 3rd party trucking company was the shipper, they started playing games trying to avoid paying me. I sent them a ****** ********************* Form ******************* Of Right To Refund- When filled out I can file a form ST-21 with ****** ********** of ******* and then the ********** of ******* takes over and decides what is due to me and then refunds the taxes to me. GovPlanet received my request to fill out the Part E form, they then created a new Invoice that showed the taxes were converted to ******* taxes and I now owe them more money. I could see they were trying to charge me ******* and County taxes besides State taxes even though the purchase took place online from ******* ******. The **************** ************ said they cannot legally collect those taxes. When I emailed that info back to the GovPlanet rep he then sent me another Invoice showing they reinstated the ****** taxes and dropped the ** tax claim. So, at that time I asked for a refund again on the ****** taxes or I said just fill out the attached ******************* Of Right To Refund- form which I explained gives ****** the authority to determine if I am due a tax refund and then they will refund me directly. After receiving that email, they again created another Invoice showing ** taxes due, then again they retracted it after I reminded them it is illegal. They refused to fill out the Part E form sent 3 separate times via email, It makes no sense not to if they paid or plan to pay the ****** taxes collected from me anyway?

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