ComplaintsforCoolstructures, Inc.

• Initial Complaint

  05/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  o Whom It May ******* @ CoolStructures, BBB and Customer Protection Devision of ***********************************, hereafter the company, entered into a NET 0 cash on delivery agreement with **************************** based in *****, ***** 27 April 2020 to include shipping. Efforts were made to contact the company to which they have been non-responsive to any follow-up. We have proof that the amount of $13,575.40 USD was wired directly to the company and they agreed to manufacture the two items and ship them to an awaiting container in ****** for follow-on delivery to the Embassy overseas. It is currently 2024 and we are requesting a full refund for items that were never ship by the company which severely degraded our ability to provide and store products for hard working Federal Employees overseas for over 4 years. The company clearly had no compassion to even apologize or reach out with any information and decided to steal the money and not provide the requested products.We are requesting a full refund so we can recoup the losses we incurred over these 4 years by not having the intended product to search our Embassy customers. I would not expect this type of business accumen from a company that has been operating for over 20 years. We will be waiting for a response from the company as to when the money will be refunded.

  Business response

  05/14/2024

  The Customer contacted ********************** *** VIA the phone call after four years of compile silence with the request of the order refund. We were absolutely clear in our respond that if for some reason the customer didn't receive the refund in 2020 we have no problem to process refund again but we would need about a 1-1.5 weeks to check our records. After checking our records we find out that the refund check was issued but was never cashed. This time we requested the customer's bank info to issue the refund via the wire transfer. After customer provided us the wire transfer information the complete refund of $13575.40 was successfully processed . The customer CONFIRMED that the full refund was received. 

   

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a custom fruiting chamber. I've tried for 2 years to have it released and the owner refuses. I send a private detective to obtain photos of the equipment. He was rude and chased the ************************* off site causing him to call the police. The photos he took of the 'supposed equipment' were under a tarp and when I asked for proof of the product I was refused and sent an email demanding more money. I am in the process of reporting to the *** for wire fraud. I am also filing a civil lawsuit demanding refund and damages. This is my first step because consumers must beware of this predator that I've actually bent over backwards trying to work with all of 2023 and I am not continuing into ****. Thank you.

  Business response

  01/31/2024

  The customer placed two orders with us: one under her company, *************************, for the custom-built insulated chamber and one under her personal name for two refrigeration systems. We issued an invoice on the custom-built unit for $23,992.40 in June 2022. She paid a $12,000 deposit for that order. We issued a separate invoice on the refrigeration equipment for $10,057.00 in December 2022. The equipment order was paid in full. The custom chamber order was ready for shipment in July of 2022. However, it wasn't shipped due to the customer having both landlord & contractor issues. She asked us to hold onto the order while she tried to resolve her location issues.  The customer was experiencing financial issues as well and was unable to come up with the balance for the custom built chamber and then also began questioning the estimated cost of delivery, which is a third-party that we do not profit from. We repeatedly tried to work with her by giving her different options and gave her lots of time so she could come up with the balance and find her own shipping quotes that might be cheaper. She failed to do either. We provided **************** with a full refund of $10,057.00 for the refrigeration equipment order. Still at issue is the custom built chamber. She wants a full refund for the custom panels despite the fact that this was built to her specifications and cannot be resold. There was a great deal of metal and materials used in the building of the panels as well as manpower to construct them. We have tried negotiating with her over and over again-- agreeing to release to her the amount of panels that was covered by her deposit but she says that's not enough. At this time, the customer still owes us $16,642.40 for her custom order. Coolstructures proudly stands behind its products and services and we truly value our customers--doing everything reasonably possible to make them happy. We are proud of the fact that in our 20 years of business we have helped thousands of customers build their dreams projects.

  Customer response

  02/01/2024

   
  Complaint: 21090801
  
  I am rejecting this response because it simply is not true.  I've outlined the games he's played non-stop for years and he continues making false statements to the BBB.  There are no panels, or he would have sent photos months ago to prove it.  He also refused to show my representative I had on site.  I filed a lawsuit against CoolStructures and he responded by saying his attorney would be in contact with me (see attached email).  No one has reached out representing Coolstructures and this is yet another stall tactic.   He sent a check for $10k and is completely ignoring everything else he owes and the damages he's caused in his negligence throughout this transaction.
  
  Sincerely,
  
  *************************

  Business response

  02/05/2024

  Here are the facts:

  -The customer's custom order has been ready for pickup since July 2022.

  -The customer has not paid the balance for this order and still owes Coolstructures $16,642 for the custom-built chamber. 

  -Coolstructures patiently allowed the customer to store her goods in our facility as she attempted to secure a business location but she never did so. The custom-order, as viewed by the customer's representative, is still available for pick-up at any time once the balance is paid. 

  -One year after she placed the standard equipment order, she asked that she be refunded for it and, without question, that amount was refunded in full.

  -The customer is trying to solve her personal financial problems by taking advantage of our company and our employees.

  -We have two years of records and emails to document the accuracy of all of our statements.

   

   

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