ComplaintsforForklift Select, LLC

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction Date: 2-12-24 Total cost: $12,489 A fully inspected, functioning forklift.The first time we moved the forklift in our warehouse, we found there to be a hydraulic leak. Forklift Select stipulates as soon as they received payment, the forklift was mine. On an earlier occasions FS stated when I signed for the forklift it was mine. In either situation, my business is responsible for a minimum $4000 repair. Their 30 day warranty only covers parts. Also, only have two weeks to submit an estimate. The cursory diagnosis appears to be a couple of bad seals. The $4000 was an estimate from a local repair business, with a loaner (which FS said was also my problem). My local repair shop is so busy he referred me to a **** dealer in *****. Transportation and diagnostics through ****** is appox. $1600, without loaner equipment. I have made FS aware of the financial hardship they have created for our business.FS has offered to my lift for another. By the time my business pays the increased cost $1000 shipping, I may as well fix the machine I have as opposed to spending money on a new unknown. My contention, supported by certified technicians, is the hydraulic leak is a preexisting condition FS should have been aware. No way the forklift started leaking in my warehouse. Had the meticulous cleaning of the visible parts of the forklift extended to the under carriage the problem would have been obvious.

  

  Business response

  03/27/2024

  ******************** is correct.The forklift was his, in the condition it was in, the moment he initiated the contract by paying his invoice (per the terms of said invoice).  In this contract, it very clearly states the warranty on his forklift covers the PARTS ONLY, for a period of 30-days after the equipment is received. He received all of these terms prior to engaging in any business with us.  The moment he paid, the contract was initiated.
  
  In an attempt to appease ********************, Forklift Select has gone above and beyond what were required to do.  We have offered ******************** several options to help him out with his forklift.  From honoring the terms of his warranty, all the way up to giving him the ability to return the lift for a full credit (less part of the freight charges) to be put towards another lift of his choosing.  It should also be noted that on all our paperwork it also clearly states, "ALL SALES ARE FINAL".   

  Unfortunately, none of the provided options have been acceptable to ********************.  Due to this, we have no other solutions to provide and will consider this matter closed in 30 days from today (3/27/24) if ******************** decides to not take us up on one of the offers weve presented.  

  Thank you

  Customer response

  03/27/2024

  
  Complaint: ********
  
  I am rejecting this response because: Forklift continues to ignore the fact the problem existed before my purchase. I was told the equipment would be thoroughly inspected before shipping. *************** the inspection was to take place after they had my money, so there was no reason for them to take note, or responsibility for the pre-existing hydraulic like leak. 

  I like how FS portrays me as unreasonable. The tone of condescension is the icing on the reply. I believe I have right to feel betrayed. Every option offered costs $4000-$7000. And with the scarcity of qualified and available technicians there is no way to take advantage of FS very limited warranty. Difficult for me to see how FS has extend help. As with the swap offer. Every machine is more expensive with more hours and I get to pay for shipping. With current experience, how do I know I'm buying a forklift in worse condition.

  ********************* sold me on the integrity of Forklift Select. I don't see it when FS sells equipment with an obvious defect. As the company hides behind their fine print and our business is looking at a repair of half the purchase price.
  
  Sincerely,
  
  *************************

  

  Business response

  03/28/2024

  It's unfortunate that ****************** seems to have waited until after he received his forklift before reading his paperwork. We've offered multiple solutions for ******************. Claiming that all of them will cost him between $4k and $7k is completely false.  ****************** purchased a used machine and the least expensive option that was presented to him. We inspect every lift that we ship out.  This doesn't include taking machines apart in order to find a small leak.  He, like all our customers, had the opportunity and was encouraged to hire a 3rd party to do an independent inspection and declined to do that.  

  The terms of our contract are very clearly stated.  We will now consider this matter closed in 29 days from today 3/28/24 if an already presented option is not selected.

  Customer response

  03/29/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  My low estimate is $4,000. Which, if I could get the technician to take me as client, includes a loaner machine. Getting the lift to ***** will cost a $1000 minimum on top of the original estimate. And I have no loaner lift, requiring paying extra for lift gate service from LTL carriers. ****** labor rate is higher than my local techs rate. My estimates have been researched. They are all verifiable. If FS considers me to be exaggerating, help me find a better deal.

  Forklift Select continues to ignore my contention the lift was leaking prior to my purchase. Had I actually been able to look at the equipment prior to purchase, I would have seen the leak. FS has a brilliant business model where they 'wash their hands' of any responsibility through the fine print. Conveniently not mentioned during the sales process.  

  Forklift Select may consider the case closed, I do not.
  
  Sincerely,
  
  *************************

  

  Business response

  04/02/2024

  Forklift Select was unaware of any leak. Forklift Select offered the client the options to look at the lift himself or alternatively, hire a forklift technician to evaluate it prior to any funds changing hands. Again, we have offered a replacement lift which causes no downtime as it would be delivered and then the other lift picked up. This option remains open for the remainder of the 30 day deadline set last week.

  Customer response

  04/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I attempted to work the problem out through BBB. As I anticipated, the attempt went nowhere. I will reiterate, the case is not closed to my satisfaction. I desire my complaint and correspondence to be available on BBB's web site to warn future Forklift Select customers to get all the facts before sending any money to the afore mentioned entity. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear BBB,We purchased a used forklift from Forklift Select that came with a warranty. The forklift we received was not as advertised, had major parts that needed to be replaced and Forklift Select will not honor their warranty. They claim to have a BBB A+ rating but our dealings with them lead me to believe that they do not deserve that rating. Forklift Select has made many promises that they do not keep. Below is a list of the issues that are all cover by the warranty.Battery:The battery has been professionally inspected, tested and the actual condition of the battery has been determined. The battery Charge Test Discharge Record shows that this is a *****% battery that failed after only 2 hours. The battery that I agreed to purchase was a healthy long lasting 80%, 4 5 hour battery. The tests clearly show, and the professional battery technicians agree that this battery is no good, cannot be repaired and needs to be replaced. Charger The charger has been inspected and tested. This is the wrong charger for this forklift and needs replacing.Dash The dash has been tested and is not working. It needs to be repaired or replaced.Seat The seat is not the one advertised but came with one that is worn out, brittle and cracking and needs replacing.

  

  Business response

  08/24/2022

  Good afternoon ***********  The USED forklift you purchased over a year ago was gone through prior to delivery and everything checked out fine.  Additionally, like ALL our clients, you always have the ability to inspect equipment prior to purchase and/or hire a 3rd party of your choice to do a pre-purchase inspection on your behalf. Neither of those was done.  Our thirty day parts-only warranty does not cover the battery or chargers. With that said, as a sign of good faith, we are willing to buy the machine back at your original purchase price (less any shipping) and assist with a future purchase.
  
  Thank you 

  Customer response

  08/26/2022

   
  Complaint: 17700243
  
  I am rejecting this response because:

  The response provided is misleading and not truthful. Please see documentation provid

  Sincerely,
  

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

   

   

   

   

   

   

   

  Customer response

  10/03/2022

  Dear Better Business Bureau, Forklift Select of ****** ** sold ** a forklift for $14,489 with a warranty. The Forklift they shipped ** was delivered dead on arrival and was not as advertised. Many attempts were made to collect on the warranty without any success. On November 30, 2021, I had a phone conversation with the Forklift Select salesman that sold us the forklift and followed up with a letter to the owner of the company. In the conversion and in the letter, I told them that if they were not going to honor their warranty and pay for replacement parts as stated in the warranty that I would like to return the forklift. Unfortunately Forklift Select declined to honor the warranty or cover replacements parts and they did not accept my request to return of the forklift. After months of negotiations Forklift Select finally agreed to give us a partial refund to help cover the cost of replacement parts required to make the forklift run. On March 15, 2022, an agreement was reached. Our salesman at Forklift Select agreed to refund us $4500 and we agreed that we would purchase the parts and make all the repairs ourselves. The salesman requested our bank wire transfer information and banking details that he would need to send the $4500 payment which I provided on March 16, 2022, and on April 28, 2022, and again on June 8, 2022. We have made the repairs and replaced the parts needed to get the forklift running but we have never received any payment from Forklift Select. It has been 6 month and this company has failed to follow through with their agreement they made back in March 2022. Forklift Select claims to have earned a BBB A+ rating and they use this in their advertising to attract new customers. Forklift Select has a track record of, lack of good faith, lack of honor and honesty, lack of truthfulness, and lack of integrity. Forklift Select should be held accountable and/or pay up or have their BBB A+ rating revoked.

  Desired Resolution: Refund

  

  Business response

  10/04/2022

  Good afternoon ***********  The USED forklift you purchased over a year ago was gone through prior to delivery and everything checked out fine.  Additionally, like ALL our clients, you always have the ability to inspect equipment prior to purchase and/or hire a 3rd party of your choice to do a pre-purchase inspection on your behalf. Neither of those was done.  Our thirty day parts-only warranty does not cover the battery or chargers. With that said, as a sign of good faith, we are willing to buy the machine back at your original purchase price (less any shipping) and assist with a future purchase.

  Customer response

  10/13/2022

  I tried to return the forklift back in December, but you would not take it back, only after I made these repairs costing me over $9000 do you offer to take the forklift back as a sign of good faith.
  This is not a sign of good faith. You declined my request to return the forklift and chose to refund me $4500 for repairs. A sign of good faith would be to honor your warranty and pay the $4500 agreed upon.
  
  
  Warranty explained by salesman:
  As for our warranty: We guarantee that our equipment will arrive in good working order and provide a 30 day parts warranty covering all major components. As *************, I am not paid until your lift is delivered and this standard warranty is paid for out of our own pockets, so trust me when I say we do all we can to ensure that any known issues are taken care of prior to shipping. Additionally, our warranty is not limited to just drivetrain/powertrain as the majority of our competitors warranties are. If for some reason there is an issue upon arrival or within the first 30 days, we will work with a certified forklift mechanic of your choosing to remedy any issues.
  -Nat (salesman for FS)
  
  I was told that the warranty covers all major components.
  The battery is the most major component on a battery powered forklift.
  
  The Forklift Select salesman told me that the forklift had been tested and fully inspected and guarantee to arrive in good working order. 
  I did not feel that I needed to have a 3rd party inspection.  You gave me your word that you had it inspected, and you provided a warranty covering the drivetrain/powertrain and all major components.
  
  Forklift Select told me that the battery tested good, 80%, 4-5 hour battery with a good charger. 
  The charger you send was broken and the wrong one for this forklift.  We had a 3rd party; ************************** test the battery and charger and the battery failed just over 2 hours and determined to be a 33% battery that was shot and could not be fixed.
  
  The Forklift Select salesman told me that your warranty is not limited to just drivetrain/powertrain but covers all major components. 
  The Powertrain on an electric forklift is the battery and is a major component. 
  
  Forklift Select told me If for some reason there is an issue upon arrival or within the first 30 days, we will work with a certified forklift mechanic of your choosing to remedy any issues.
  You have not kept your word on this or honored your warranty.
  
  Forklift Select has not kept their word, nor have they made good on their agreement to refund $4500 for repairs. I would like the $4500 agreed to refunded by Forklift Select.
  See documentation
  
  

  

  Business response

  10/18/2022

  Again, the battery and charger are NOT components covered under the warranty.  Per your documents, you were told that "it's routinely a 4-5 hour battery".  Routinely, not guaranteed.  No test figures were ever presented  or requested by you.  Both a RECONDITIONED battery (with a 1-year warranty) as well as a NEW battery (covered by a 5-year warranty) were offered to you before purchase.  Both options, as well as having a 3rd party inspect your lift/battery/charger prior to purchase, were all declined by you. You decided to "err on the side of caution" per the email and now you regret it.  Once again, should you want to return the lift for a FULL refund (less any shipping charges), we'll happily help find you a machine that is more in line with your expectations of a USED forklift.  This offer stands for the next 30 days.  After that, we'll consider this matter permanently closed.      

  Customer response

  10/25/2022

   
  Complaint: 17700243
  
  I am rejecting this response because:
  This reply from the business is another attempt by the business to shift the blame to the customer. This company has misrepresented their product, not honored their warranty, nor kept their word.
  Customer response:
  After many months of trying to work this out with this business with no success, on 12/10/2021, I told the business that because of all the costly repairs required to get this forklift working and their unwillingness to honor their warranty and commitments that I would like to return the forklift for a full refund. They declined my request to return the forklift.
  Finally on March 15, 2022, the business made me an offer to send a payment of $3500 with an additional $500 before the end of the month and an additional $500 the following month for a total of $4500 and I would cover all costs of the repairs. I accepted their offer.
  The business has not made any attempt to make any of the payments agreed upon.
  
  MY QUESTION TO THE BUSINESS:
  Are you going to honor our agreement made on March 15,2022 to pay $4500? If no, please explain.
  
  Sincerely,
  
  ***********************

  

  Business response

  10/27/2022

  Again, the battery and charger are NOT components covered under the warranty.  Per your documents, you were told that "it's routinely a 4-5 hour battery".  Routinely, not guaranteed.  No test figures were ever presented  or requested by you.  Both a RECONDITIONED battery (with a 1-year warranty) as well as a NEW battery (covered by a 5-year warranty) were offered to you before purchase.  Both options, as well as having a 3rd party inspect your lift/battery/charger prior to purchase, were all declined by you. You decided to "err on the side of caution" per the email and now you regret it.  Once again, should you want to return the lift for a FULL refund (less any shipping charges), we'll happily help find you a machine that is more in line with your expectations of a USED forklift.  This offer stands for the next 21 days.  After that, we'll consider this matter permanently closed. 

  

  Business response

  11/01/2022

  There was never an agreement made for any sort of reimbursement.  The customer failed to complete any due diligence prior to purchasing the lift in question. Upon paying for the machine, they owned it where it sat and with any defects.  Batteries WITH warranties were offered to and declined by the customer.  The customer has only one option and that is to return the machine for a full refund less any shipping.  This offer now stands for the next 16 days.  At which point we will consider this matter closed. 

  Customer response

  11/08/2022

   
  Complaint: 17700243
  
  I am rejecting this response because:

  Below is a summary of my experience with Forklift Select. Forklift Select claims in BOLD and then my experience noted.
  As for our warranty: We guarantee that our equipment will arrive in good working order.  (Salesman for Forklift Select) Our forklift was dead on arrival. Forklift Select has not made good on any warranty, promise or claim.

  
  We provide a 30 day parts warranty covering all major components. (salesman for Forklift Select) - Forklift Select did not cover any of the major or minor components.
  
  Our warranty is not limited to just drivetrain/powertrain as the majority of our competitors warranties are. (Salesman for Forklift Select) - The drivetrain/powertrain on our forklift tested as shot and not considered repairable.  After the purchase Forklift Select has changed their mind and now say the drivetrain/powertrain are not actually covered.
  
   If for some reason there is an issue upon arrival or within the first 30 days, we will work with a certified forklift mechanic of your choosing to remedy any issues. (Salesman for Forklift Select) - We made a list of issues with the forklift and sent them to Forklift Select the day after the forklift arrived but the only thing we received were excuses.
  
  We include a charger. (Forklift Select) - The charger was not the correct one and could not fully charge the forklift and was also broken on arrival.
  We will issue a refund on the charger that we sold you (Forklift Select warranty department) - We never received anything. Now Forklift Select has again changed their mind and decided the charger is not covered.
  
  The seat is actually in great shape. I had my warehouse guy walk out and check it.Gave it a two thumbs up. (Salesman for Forklift Select) - The seat was not the same one in the photos and is old, brittle and cracked and needs to be replaced.
  We can have a seat drop shipped. (Forklift Select warranty department) - We never received anything.
  
  The machines battery tested to be an 80%battery (Forklift Select warranty department) - When the battery was professionally tested it was determined to be a 33% battery not 80% as claimed.
  
  We will send you $4500 for repairs. (Salesman for Forklift Select) - We never received anything. Repair costs have exceeded $9000.
  
  Question: Would you ship your $25,000 forklift to a company that is not trustworthy and does not keep their word and hope they will send a refund? Is this a company that you would want to do business with, and should you recommend this business to others? Is this an A+business?
  
  Documentation has been provided.Documentation copies are available upon request.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Forklift Select, LLC ************************************************************** ************* Date of purchase 12/13/21 Terms included purchase of a used Hyster Forklift including shipping costs for $15K Email confirmation from ****** on shipment dated 12/17: "Im sure I will momentarily, typically we have a **** day delivery window. But with the holidays and weather across the nation its been running a bit slower. I cant promise a date but I will be working daily with freight brokers to get it moved for you sir!"Its now January 20th. No forklift. Bottom line is they underestimated shipping costs and are refusing to ship while they search and find a more favorable rate so as not to unfavorable impact their sales margin and commissions, as they are just a middle-man broker. ****** has turned out to be rude, unprofessional, and unapologetic. I wish there was space her to post all of his email correspondences. ****** had proposed, and we had agreed, to split the difference on higher freight costs just to get the forklift ship, then never heard back. We've gone back to them today on shipping status, and ******** response was we'll credit you back the the freight allowance we included with the purchase, and the forklift is yours where it stands and you will have to arrange for transportation. We are not a transportation company. We'd told them we want a full refund as they have met the terms of our contract. They are refusing to refund our purchase price. We are paying upwards of $2K per month for a rental. Companies need to be aware of the problems they will encounter in dealing with a out-of-state forklift broker who lacks any understanding of the meaning of the term customer service, or following through on their your business commitments.A business with any character or quality would simply admit their mistake, ship the product, and absorb any underestimated transportation costs.

  

  Business response

  02/01/2022

  We apologies for the miscommunication from your salesperson.  As you know, he stepped up and made it right out of his own pocket.  We strive for perfection but admittedly fall short from time to time.  We're confident that since receiving your machine the hurdles encountered to get it there will be a distant memory.  We hope to earn your business again in the future and wish you nothing but success.   

*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. ↩