ComplaintsforBendPak, Inc.

• Initial Complaint

  03/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Invoice #652936-00 Purchased 10-31-22 through a sub distributor " Wrenchers" Purchase price - $$5,335 Automotive Car Lift - 2 Post XPR-10AS Installed by a local professional dealer and installer Approx 1 year after installation , the cylinder seals are leaking badly. Reached out to BendPak support and described the problem. A representative from support , J****** ******* requested photos which I submitted. Support ticket #301210 was created. No response for a week. I sent an email to confirm he had received the photos. Again , no response. I then sent another email asking if replacement seals were available because the dealer/installer who installed this lift asked me to do so. If the seals were available , he would install them for me. Again , no answer from support.

  Business response

  03/28/2024

  Customer satisfaction is paramount to us, and we understand the importance of delivering exceptional service consistently. We recognize that we missed the mark in your recent interaction with us, and for that, we are truly sorry. Your feedback is invaluable to us as it helps us identify areas where we need to improve and reinforces our commitment to providing the best possible experience for our customers.

  We want to assure you that we are taking proactive steps to address the issues you encountered and prevent similar occurrences in the future. Our team is undergoing additional training and process reviews to ensure that we can better meet your needs and exceed your expectations going forward.

  Our Lead Senior Technician will be reaching out to you to make arrangements to ship the cylinder, provide shop equipment valued up to $350, extend the warranty for an additional 6 months, hire a service center, and cover the labor.

  We genuinely appreciate your patience and understanding as we work to make things right. Your satisfaction is our top priority, and we are dedicated to regaining your trust and confidence in our service.
  

  Respectfully,

  A****** *******

  Customer response

  04/05/2024

  Replacement cylinder and seals were sent and received, free of charge . Hopefully this will fix the problem.

• Initial Complaint

  09/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a car lift last year from the company Bendpak. The lift model is called a Maxjax, version M6K. Upon installation my garage floor was not thick enough so I had to cut a huge section and pour new concrete so it would be thick enough for the lift. Fast forward to two weeks ago when I am finally able to install the lift only to find it not working properly. I have since tried every troubleshooting option Maxjax online documents suggest but to no avail. Then I did find a service bulletin online for the same M6k model as mine and it says the original instructions are incorrect and to now attach the short hose on the right side instead of the left side (In which case you would need a longer hose or more hydraulic elbow fitting, which they do not provide). Anyways we followed the updated TSB (Page 29 on the uploaded document) and it still is malfunctioning. I have since read several reviews online of flow divider issues for my model and terrible Maxjax customer service. So after several call attempts to the Maxjax customer service line the reps that answer do not know what to do and keep putting in several tickets and say someone will call you back later today. In every case there is never any call back or follow through. Then today was the final straw as I called them yet again the first rep picked up the phone after waiting on hold for some time. I could hear silence but they did not say anything to me and hung up the phone. Now I am getting upset, I called again and waited on hold until a guy named Simon answered. I immediately requested a supervisor to get a resolution, he said they are not currently available and after again demanding a supervisor Simon then hung up on me.  Now I am left after spending almost $4,000 on a product that from the factory is not working and a company with terrible customer service and after several failed attempts still have no resolution.

  Business response

  10/06/2023

  Hello,

  There was an update to Microsoft teams that affected the microphone assignment when using our VOIP which resulted in customers being unable to hear us.  In review of the recorded conversation a technician attempted to troubleshoot while the technician assigned to Mr. A****'s warranty claim was on lunch.  The technician assigned was not able to call him that same day and Mr. A**** called back the next day.  Our Senior Technician, Simon, answered the phone but Mr. A**** was adamant about escalating to a manager, however, all managers were in a stakeholder's meeting.  The lead technician reached out and spoke to Mr. A**** and apologized for the experience.  A facetime session was scheduled to troubleshoot the symptoms provided in the claim and the part required was identified.  The part was expediting and arrived on Wednesday Oct. 4th under FEDEX tracking number 78********30.

• Initial Complaint

  05/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an online order, Invoice No.: 10******25. My card was immediately charged. Nothing has been shipped to me. I contacted their orders department and got an initial response from Emily McLeod telling me she would look into it. That was the last communication received. They no longer respond to emails or voicemails.

  Business response

  05/24/2023

  Hello,

  Thank you for informing us and we sincerely apologize for the situation.

  The representative was communicating directly with the customer and had to go on an emergency leave.

  We have contacted the customer, provided the freight quote, explained the situation, have processed their order, and it's being prepared for shipment.

  We appreciate their business,

  A****** *******
  Director of Customer Experience

• Initial Complaint

  05/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased several products from Quick jack.com “Bendpak” on May 2nd 2023 their website, sated shipping would take 4 days to be delivered. I never received any emails or communication from the company stating a need for more time I called on 3 different occasions on two of them was told it was going out the next day. By the 3rd call on the 11th I was ready to cancel my order as I felt I was being lied to. I am now stuck dealing with their financing vendor trying to resolve it being liable for payment for items I never received.

  Business response

  05/22/2023

  Hello,

  We are investigating what happened with the Synchrony online notifications to prevent this from happening again.

  Customer has ordered through a different vendor and the appropriate Supervisor is making sure all is well with the customer's new order.

  Refund has been approved for PO *********5 and is being processed.

  Please allow 2-3 days for the bank to process once a credit memo number has been given.

   

  Respectfully,

  A****** *******
  Director, Customer Experience

  Customer response

  05/22/2023

  
  
  I have reviewed the response made by the business in reference to complaint ID 20087280, and find that this resolution is satisfactory to me.
  
  Regards,
  
  J***** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  04/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Quickjack model 7000TL, the item was purchased online from Costco on 06/30/2022 and delivered on 07/05/2022. On April 25, 2023 I decided to unboxing, assemble and set up the equipment for first time because I have a project that requires this item. Then I noticed that the left side cylinder came without air and then after air was input to 50 psi as the manual indicated the cylinder was not holding the air; after one minute is around 17 psi and continues losing air, and after 5 minutes the cylinder was reading 0 psi. These was repeated at least three times. Then I troubleshoot everything that was indicated in the manual and no luck. Well, I decided to spray with soapy water and I found the leak; the leak is from the top part of the cylinder. Picture attached. The frame that has the cylinder that is not holding air has a S/N 24359-001-086 with date of manufacture 06/01/2021. Note: the right-side cylinder arrived with air at the moment that was removed from the box, and air was supplied to 50 psi per manual instructions and as today is holding the air with +/- 2 psi. Then on April 25, 2023 I submit a ticket to the company (ticket number 273852). The ticket includes picture of the location of the air leak. Then I decided to call and I was transferred to Mr. M***** ****** (Tel ###-###-####, email: [email protected]) and he started indicated that situation is common due to dry seals in the cylinder, and that issue should be corrected after I finalized the installation and cycle the product up and down several times. Then I indicated to him that procedure contains safety risk because that frame could fail and collapse. Then he started “bragging” that he had to deal with this issues hundreds of times and to add oil the cylinder rod and cycle 5-7 times, and he denied to replace the air cylinder. Then I decided to complete the installation and cycle 100 times and still losing the air in less than 5 minutes. Basically, that cylinder arrived with a defect.

  Business response

  05/03/2023

  WE HAVE REACHED OUT TO CUSTOMER AND SENT REPLACEMENT PARTS.  CUSTOMER PLEASED

  Thank you very much for your assistance C******, it is greatly appreciated. Thanks for your support Dave!
  
  B**** ********
  Product Manager – Lt Equipment
  
  
  
  
  
  CAUTION: This email originated from outside your organization. Exercise caution when opening attachments or clicking links, especially from unknown senders.
  Hi B**** ********,
  Regarding ticket # 274462,
  
  Thank you for the information.
  
  I will be sending 2 (power unit) and 2 (short hose) male fittings and 3 female fittings on Order# 697811.
  
  The system will automatically provide tracking information once it has been sent out.
  
  Have a great day!
  
  Respectfully,
  
  C****** *******
  Call Center Support Specialist
  

  Customer response

  05/11/2023

  
  
  I am rejecting this response because:

  The business never sent me no replacement parts as they indicated on May 03, 2023. How they are going to said that I am pleased if I have not talked to them! 
  
  Regards,
  
  C***** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  03/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a bendpak 5000 series portable car lift. i opened it and set the unit up friday, that evening i notice during checking for hose leaks the unit on the passenger side was rotting, rusted, and all the protective paint chipping off. Also looked like alot of rust damage on the supporting welds. I contacted bendpak right away was given a email back they would contact me, never heard from them. called monday, was told since i ordered from The HomeDepot they couldn't help me with product quality or warranty issues. Theres a huge red sign in the box saying contact manufacturer for warranty issues not returnable to the store. I contacted Home depot they told me the same thing. After 2 hours on the phone again with bendpak i was transferred then transferred again, then told me again they cannot help me, but the think they approved a return of the entire unit to home depot. which inlvoved me breaking the entire unit down, draining everything of hydrolic fluid and driving that back to the home depot for 1/3 of the major parts damaged. I suggested why not ship me out the right side unit, and we can swap them, was told from bendpak home depot did not do that. So basically now i have a brand new $1500 lift rotting from day 1 they want me to lay under and work on my car. Its insane the policies and crap back and fourth i had to deal with to get no where. HORRIBLE customer service horrible quality product if you are reading this id reconsider this company and try any other company.

  Business response

  03/29/2023

  We have resolved issue and here is response:

  Mr. F**********,
  
  It has been my pleasure helping to resolve this issue for you. You now have my contact information so if anything arises in the future, please reach out to me.
  
  I have created and order for the frames and the SUV adapters. Your master tracking for this order is 396377748214 and should start tracking within 24 hours.
  
  Norma from our returns team while be reaching out to you within 24 hours to schedule a pick-up for the frames. This will be pick-up from your house and no need to be home. You can leave them on your porch for the driver. Again, if you need any further assistance, please let me know.
  
  Have a wonderful rest of your day,
  
  Melinda Bowen
  Retail Accounts Supervisor
  
  Disclaimer: This message is intended only for the use of the individual or entity to which it is addressed and may contain information which is privileged, confidential, proprietary, or exempt from disclosure under applicable law. If you are not the intended recipient, you are strictly prohibited from disclosing, distributing, copying, or in any way using this message. If you have received this communication in error, please notify the sender and destroy and delete any copies you may have received.

  Customer response

  03/29/2023

  
  
  I have reviewed the response made by the business in reference to complaint ID 19859214, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******l F**********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  03/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a new Bendpak HD9 XW loft which was shipped to me. When I unpacked it I found that both cross beams had been manufactured improperly. It’s obvious it’s a manufacturing defect when you look at the welds and paint. It’s exactly as it left the factory. So I called Bendpak about this and asked them to ship me replacement parts. The guy on the phone suggested that I beat on it with a hammer until its close to straight. Like are you kidding me? This is a safety certified device lifting 9000 pounds over my head and your suggestion is to beat on it with a hammer? What a joke. Then they refused to send me properly made replacement parts and go on to tell me this is a very common problem for them. Soooo guess that means they are doing nothing to fix it as well. Such a shame that they have fallen to being a sub par company that’s unable to manufacture parts properly anymore.

  Business response

  03/22/2023

  Our team and supplier reached out to Mr Hett and assured him this slight bend of pin was not a structural defect and shared quick fix resolution.  Offered a free piece of shop equipment for his trouble.  

• Initial Complaint

  03/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On February 2nd I placed an order for a Quickjack car lift. On Feb 9th I received tracking that the product shipped. The product was shipped in three different packages, and on Feb 13th I received box 1 and 3 on Feb 13th. On Feb 15th I called BendPak about the missing box and was told it was lost, and they would ship a replacement within the next 72 hours from their CA warehouse. On Feb 21st I called again as I still had not received the box and was told again that it would ship in 72hrs. On Feb 22 I called again as I still had not received a tracking update and was told once again that it would ship within 72hrs. On Feb 23rd there was still no update so I opened tickets with both QuickJack and BendPak. On Feb 27th I called again and received the same information, that it would ship in 72hours and I received an email confirmation that the item was packed and would ship by the end of the day. Today, Feb 28th I called again and was told yet again that it would ship but still no tracking. The goods have been paid in full and I am unable to use this jack without the part that is in the last box.

  Business response

  03/01/2023

  Thanks for taking my call S*****!

  Thanks for your recent purchase of our super popular QuickJack.  So sorry for your grief and frustration as FEDEX doesn't take very good care of our products all the time and then our team was then remiss in not releasing the replacement order to shipping on the 15th.  I understand Yesenia has reached out and confirmed the last box will ship today with tracking # 3*******3732

  We have offered you our popular JackPak as a form of grief credit and am told you were pleased with that offer.  Again our apology and enjoy your QuickJack!

   

  Sincerely,

  Dave Shedlock

  Director of Sales

  ###-###-####

• Initial Complaint

  09/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bought a Cool Boss Swamp Cooler from Home Depot online, 6/4/2022, with the order it was "Free Shipping" for the amount of $1,435.50. The order was delivered to my house on 6/15/22, by T-Force Freight (UPS), delivering from Bendpak. The Shipping Dept at Bendpak marked on the Bill of Lading - "COLLECT TO RECEIVER", which in turned caused me the Freight Bill instead of Billing Home Depot. Now I am receiving a freight bill from T-Force Freight (UPS) in the amount of $925.55, that is clearly not my responsibility. I have called Bendpak and sent emails (twice) with all the backup paperwork and invoice from Home Depot showing they billed me by mistake and they should have billed Home Depot the Charges. None the less, the lady in billing WILL NOT FIX THE MISTAKE. I have reached out to TPS Freight, however they can not change it, it has to come from BendPak. I have reached out to Home Depot and they agree the shipping was free and they should have received the freight bill. I sent them also all the documentation, but still, I am receiving phone calls and letters on my past due bill. Home Depot is now also involved in the dispute but nothing is getting done. This is going to ruin my credit, and the blame clearly lies on Bendpak's Shipping Dept and the Poor Customer Service in Billing that will not simply rebill Home Depot, with all the documentation in front of her in black and white, and yes she is fully aware of the problem.

  Business response

  09/14/2022

  I spoke with C****** and explained the mistake in billing, offered my apology and she thanked me.  Reference to the correction has been emailed to her.

   

  Team this invoice has been switched over to BendPak account,  please share below with your customer, so that she is aware this invoice is no longer under her name.
  
  
  
  

• Initial Complaint

  07/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On June 17th, we placed an order for 2 Cool Boss evaporative coolers. At the time the order was placed, the units showed in stock on the website. 3 days later, we received an email from K*****h Whitney, who stated that the units were sold out, and that she needed to collect a "fuel surcharge." Why was the fuel surcharge not charged at the time of purchase? K*****h offered to switch us to a different model, but it would not work with our electrical. K*****h then said they found 2 units, and I could have those. I responded in less than one minute to her email, and then did not hear back from her for 6 days. When she emailed back, she stated that she since she didn't hear from me, the units were no longer available. Literally less than one minute from her email to my response. 3 more emails to K*****h, and no responses received. K*****h then says that she has 2 open box units, and that she is processing the order for me on June 27th. On July 13th, I email requesting tracking info as the units have not shown up yet. No response at all. On July 25th, I call in for customer service, and I'm told that they do not have any open box units. Wait, I thought my order was processed a month ago? The person I spoke with, Antonio, promised to follow up with me today. I emailed him as I still hadn't heard anything, and he still had no answers. You've had my money for over a month, and have not honored any of your commitments. The high season for needing these coolers is upon us now, and we still don't have the product we paid for. I have all of these emails time and date stamped in a thread, proving how poor the service received from K*****h and Bendpak has been. 

  Business response

  08/03/2022

  Sorry for the grief over our discontinued Cool Boss Model CB-30

  Full credit was issued 7/27

  We do have new models available now.

*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. ↩