ComplaintsforImex Model Co

• Initial Complaint

  11/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In January I ordered a remote control model tank. I paid $509.99 on January 25th 2021. The model arrived in broken condition on the 28th of January. I immediately took pictures of the damage and put the model back in the box it was shipped in , never even turned it on. I emailed the support team on the 28th of January minutes after I opened the package. I heard no response. I called a couple weeks later in February. The representative told me they were backed up from requests and short workers because of the pandemic. At her request I filed a report through their support portal on their website. I included the pictures of the broken tank in their support ticket as well. I never heard a response. On the 21st of October 2021 I called the support number again. I spoke to a representative who requested I file another support complaint. After I filed the complaint they finally responded through email. At first I wanted to exchange the tank for a working model, offering to cover the shipping costs. They said no saying I was outside of the warranty date and could not be covered. They offered to send a replacement hull in a different color, unpainted which doesn't match the winterized paint scheme on the tank I ordered. This is the only solution they are offering. I don't want to accept because it's not what I ordered. When I requested a refund they told me they couldn't accept returns on orders from 10 months ago. It feels to me like they waited to respond to me until I was outside their warranty window. I would like to return the tank for a refund. I appreciate your time in regards to this issue and look forward to hearing from your organization.

  Business response

  11/22/2021

  Business Response /* (1000, 7, 2021/11/22) */ We are sorry to hear this. When we discussed with the customer about sending a replacement piece, they did seem to be satisfied. The Customer is more then welcomed to send the piece back and we will be happy to paint it for them. Consumer Response /* (3000, 9, 2021/11/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't trust this company. I would like to return the product for refund. Through my discourse with the company they've shown they're disorganized and unprofessional. I have no faith that I will actually receive the order in working condition. At no point in our communication was I satisfied with their service. The company avoided me until they could write me off. I want to conduct no further business with the organization with the exception of the return of and refund for the broken product. Attached is a screenshot of the email thread between the company and myself. Business Response /* (4000, 14, 2021/12/10) */ This response was taken verbally by the BBB We do a check for items before they are sent out and it was not, it could be due to UPS. Consumer Response /* (4200, 16, 2021/12/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Shipping was provided for no additional cost to me because my order was over $100, according to the confirmation email. Seeing as shipping was provided by Imex and not by myself, it is reasonable to conclude that they would be responsible for any damages related to the shipping of the tank. UPS offers insurance on shipped items; it is the shippers prerogative to purchase insurance or not. Shipping an item is a known risk and it is negligent to assume no responsibility for the safe shipping of the goods you are selling. As Imex was responsible for shipping, the reasonable conclusion is Imex is responsible for damages related to shipping. In conclusion, returning the broken merchandise for a refund is the course I would like to take. Business Response /* (4000, 22, 2022/01/27) */ We are still standing by our original offer. Which was offering for the customer to return the item to us to be re-painted. It's a quick process and will only take two days. All the customer needs to return is the item that needs to be repainted, nothing else. Thank you. Consumer Response /* (3000, 29, 2022/02/12) */ I never heard back after I spoke to an agent over the phone. This case is not resolved and I would like to return the tank for a refund. In the past I received email updates with a link when actions happened regarding the case. I would like the complaint reopened as I am not satisfied with the product or service of Imex Model Company. If possible please email me at ***********@gmail.com or I am available at text or call at XXX-XXX-XXXX. Thank you for your time have a great day.

*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. ↩