ComplaintsforIronPlanet
Industrial Supplies
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Complaint Details
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Initial Complaint
02/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased a hydraulic excavator from IronPlanet. The main hydraulic is bad and was professionally bypassed to sell the machine to cover up the damage I have spent thousands of dollars trying to fix this machine.Business response
02/12/2024
Our dispute team reviewed and reached out to the buyer requesting additional information. The dispute team is now working with the seller along with this additional information to further verify the issues on this piece of equipment.Initial Complaint
01/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Vehicle was purchased at auction with Iron Clad warranty upon arrival traveling from **** to **** the vehicle was sold from a 3rd party storage lot very inconvenient to pick up. arrived and vehicle would not start had to call AAA to diagnose and make the vehicle operational unable to restore headlights on site and ended up driving **** miles back home with check engine light and only one head lamp. took the vehicle to shop for diagnosis and filed complaint with Iron Planet ******* closed out the dispute before allowing for me to submit the cost of repairs. when I contacted him with the information he did not respond. this was a 2013 Jeep Patriot Vin ***************** cost to repair ****** this expense would have been much higher had I not traveled to pick the vehicle up and could have been a complete lossBusiness response
02/12/2024
Our disputes team received and reviewed the buyers claim for his purchased item. Our disputes team requested receipts for diagnostic charges the buyer may have acquired before transporting the item. Due to us not receiving a follow up from the customer within the allotted time the dispute was closed and the customer was notified as to why. We have followed up with our disputes team and they have confirmed after reviewing the receipts to issue a partial reimbursement to the customer. Customer has been notified.Customer response
02/13/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
01/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Upon pickup of the item I had won it was noted that a significant amount of damage was not represented in photos of the item. The photos were taken in such a way that it cropped out the damages. Additionally the year of the item listed was not correct upon further investigation. Numerous attempts have been made to contact customer service and file a claim with the in house insurance provider that is supposed to cover any unexpected damages ( ironclad insurance. ). No one has responded to phone calls and emails, the damages excide over $6000.Business response
02/06/2024
Hello,
I am looking to provide an update on this matter. During the time of the complain, we have record that the customer contact our customer service team with the details on his purchase, and case was created for the customer to complete an item dispute. An agent also informed the customer that some of the complaints were shown in the pictures for all customer to view before submitting a bid, and some were not covered by the IronClad Assurance.
Best regards,Initial Complaint
12/22/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Purchased an auctioned item site unseen, and the auctioneer lied about the actual mileage of the **** Deere gator. They lied in the description as to the mileage on the equipment. Supposed to be **** miles and it had **** miles, huge difference.Initial Complaint
11/20/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a dozer for $60,813 from ******, ** location. I requested to try out the machine before purchasing and was told that it was under their assurance program and was covered for 90 days incase anything was not working properly. So, there was no need to try out the dozer before purchasing. When I sent out a truck to pick up the machine it was not working. I hired a service tech which cost me an extra $1,500 to check it out and found there is metal in the hydraulic pump as well as the batteries were not working. IronPlanet denied the claim and said that the hydraulic was not covered under their assurance program. The problem is still unresolved, and the dozer is still sitting at their location. I want to get my refund for this non-working dozer as well as the expense for the service tech.Initial Complaint
11/15/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On 08/24/23. I bought a Trencher that had ******************* The opening page estates that the meter reading is 179hrs. When the machine was delivered to me it did not start or had that meter reading on it, and a lot more damages on it. Having only 24hrs to report item from receiving the item. I contacted the ****************** and explained what was happening, they told me to send pictures, So I did. This Is What they replied, ( As we spoke, please send me a current video of the hour meter with the machine running, and also a diagnosis of what is going on with the unit from a mechanic shop. Once received, I can evaluate what Ironclad may potentially cover, or will not. This request has a 72-hour response time associated with it. Any delays past the ****************************************************************** denial of the dispute.) So, I did get a repair shop to get it running with an estimate of the repairs that It needed. I sent a video with the damages, hour meter and a repair estimate to iron clad assurance, two weeks later I received a call from ironclad assurance stating there was nothing they could do about it. Do NOT ************************ Now I have to go to ******* **. to summit a small claimsBusiness response
11/27/2023
This case has an active dispute and has been escalated to the dispute team awaiting resolution for item 10291705Customer response
11/30/2023
Complaint: 20874053
I am rejecting this response because:
This issue havent been resolved.
Sincerely,
*****************************Initial Complaint
10/13/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On 3/30/23 I bid on a ******** brand tool cabinet located here: *********************************************************** We have ******** brand file cabinets in our office and have been pleased with the quality. I noted from the auction pictures that no keys were included, so I contacted ******** to purchase replacement keys. They informed me this was not an actual ******** product, but a Chinese knockoff! On 4/4/23 I sent the following email to ****************************:Hello,We have enjoyed using Ironplanet over the past 14 years. If you look at our account history you will see through the many purchases that we have never failed to complete a transaction. That being said, we really do not want this item. I did not realize this product is a Chinese knockoff when I bidded on it- I thought this was manufactured in the *** by the actual ******** brand. Unfortunately, when I emailed ******** about replacement parts, they told me this is not their product. However, I do not want our account to be closed and will do whatever it takes to avoid that situation. Is there an option for us to not lose our account? I am willing to pay the transaction fees, or whatever, if needed.Thank you for any help.Respectfully,I didn't get a response, so I sent the same email to ************************************** on 4/5/23.I didn't get a response, so on 4/10/23 I replied to an email from ***************************, Sales Assistant.I received a phone call on 4/11/23 and the lady said not to worry, they would remove my bid, I did not need to take further action. My account remained locked, so I made multiple calls to and emailed ************** Today, 10/12/23, I again called and was told I needed to pay a "default fee". I was then transferred 3 times, then put on hold for an extended period of time. I finally gave up and hung up.I would like my account restored and be able to bid on products for my business. I have been a customer for 15 years and not had any issues prior to this.Business response
10/24/2023
Left *** a voice mail and email to contact us to resolve issue for item 9364593Initial Complaint
10/09/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I recently bid on and won an item from Iron Planet for a cost of $40. My invoice included a $100 transaction fee, which is not detailed in the Buyers Terms and Conditions. It does say that buyers will pay a transaction fee, but it gives no hint as to how much the fee would be.Business response
10/10/2023
Good morning,
All of our listed items in our auctions will show all listed transaction fees. The break down of the fees can be found on each page by scrolling down to the Payment Details as shown in the screenshot. That section also has access to additional links for further details before and after a bid is placed to help the customer with any other questions or concerns. We can have one of our agents contact the customer to assist with this purchase and answer any other questions.
Customer response
10/12/2023
Complaint: 20716163
I am rejecting this response because the information is not in an easy to find spot on the website. I am also having a very difficult time arranging for my item to be shipped. Your company is not providing very good service.
Sincerely,
***********************Initial Complaint
09/13/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On 8/31/23 I was the winning bid on Item #********. The item was paid for by wire transfer on 9/1/23 and I received the release documents. On 9/11/23 I arrived at the site following an ***** mile trip to recover the item, only to find IronPlanet had failed to disclose a significant crack in the suspension that made the trailer unmovable. The inspection report in the listing only noted that the refrigeration unit was inoperable. I initiated a dispute while still at the location. I was informed by email by ***************************** that they 'are not going to be participating' in a refund as the listing was not covered by their ******************* IronPlanet willfully and negligently failed to disclose damage that rendered the item unmovable. The photo of the damage shows that it was a known defect as it had been circled. The IronPlanet inspector failed to disclose or discover this damage in their report. It is also noted that IronPlanet failed to provide a similar number of photos of this item as what they have done in most others, to include this location. Typically there are the 4 corner shots until the auction is set, when a total of ************************************************************************************ this auction, only 2 additional photos were added, showing the *** plate and Auction sticker (U688717). An average person would conclude that other than deficiencies noted in the report or visible in the photos that the trailer could be moved. Titles are not available at the pickup location, meaning I could not even sell at a loss to a local scrapyard. The IronPlanet dispute required a repair estimate. A local trailer repair company estimated $5,000. They could not guarantee a patch. This deceitful practice forced me to abandon the item, presumably to be foisted on the next unsuspecting buyer. While a full refund is preferred, I am willing to entertain a substitute item similar to what I was led to believe I was buying within a 300 mile radius.Initial Complaint
08/30/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On the 17th of August, I participated in one of your auctions and won Item Number ******** a ******** 10FT-18D Tool Cabinet. I promptly paid the agreed sum of $874.40 through a wire transfer on the 18th of August.However, on the 25th of August, I received a shocking communication from your team stating that my payment had been erroneously marked as lost. Even more disturbing was the revelation that my rightfully acquired item had been resold during this period of supposed confusion.As your diligent customer, I find this conduct not only unethical but also potentially illegal. When I won the auction and promptly paid for the item, it became my property. I have every right to possess it yet have been denied due to your company's mismanagement.I am sure you understand the implications of such actions, both legally and in terms of your corporate reputation. It is unacceptable that a business of your standing resorts to such practices. Where is the reliability you promise? Where is the respect for your customers' rights?This incident has caused significant inconvenience and financial loss, not to mention the emotional distress. I insist on the immediate return of the ******** 10FT-18D Tool Cabinet, along with appropriate reparations for the losses incurred due to your company's oversight.I trust that you will address this issue promptly and rectify the situation in a manner that reflects the professional conduct expected of a reputable company like IronPlanet. It's time to prove that your customers' satisfaction and rights are indeed your priority.
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Customer Complaints Summary
29 total complaints in the last 3 years.
11 complaints closed in the last 12 months.