ComplaintsforInternational Surveying Equipment, Inc.

• Initial Complaint

  08/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a total station surveying instrument on **** for around $5,000. The item description was confusing, so I contacted the seller to clarify. They advised me to cancel the **** purchase and buy directly from them to avoid fees. I made the mistake of agreeing. On July 28, 2023, I paid $10,088 upfront for the equipment and total station.Upon receiving the package, I realized most items were defective, unlicensed, unapproved, and overpriced. I asked for a return, but they refused due to the sensitivity and accuracy of the instruments. I'm a licensed surveyor in *************, and I'm not comfortable using these faulty instruments for property work.The seller eventually agreed to the return of $700 worth of equipment. They listed the total station at $5,000 but charged me $6,800. They also advertised free shipping but charged me $240.I'm seeking a peaceful resolution and hoping for your assistance in getting a refund for all these defective items.

  Business response

  08/25/2023

  To whom it may concerned
  Although we have a disagreement with ****************** but we're still communicating with him to find a way to resolve the situation. But for some reason during our conversation I realized that he keeps a habit of opening complaint cases with ***** PayPal, ******* Hillsborough County and now BBB and causing damage to our business but we still keep our conversations in business manner so we don't lose our reputation.
  ****************** purchased two items of survey equipment from us on **** and then he realized that angle accuracy of the instrument is not what he's looking for. During our **** and phone conversation he end up to purchase another instrument which was not listed on **** and we shipped it to him along with some supplies and the other item he purchased on ****.
  Setting up these devices in order to communicate with each other is a bit challenging and we asked him to do it for him prior to shipping but he mentioned he had one those before and hes comfortable to do it by himself then we shipped it.
  By the time he received it he spent a day to set it up but had little issue with program card which was not included in the invoice and we shipped it to him for free and we took a loss of $240 worth of item.
  Then he complained on **** for the other item and we also refund him in order to ship the item back to us that he promised but he failed again and end up another $141 loss again for our company and that made my partner really mad.
  A few days later he opened another case on PayPal and I didnt even mentioned that to my partner since I knew hes going up the roof to hear that and I personally issued a check for $700 and lost my share in the business. The total loss as of today is $1081.00 for now plus a case on PayPal for the amount of $5000.00 and I attached a proof of all of them for your review. Not mentioning a huge damage to our business reputation.
  BTW, the $700 refund money that we paid him to ship the unwanted item that I supposed to receive but with my surprising I received a package that is a missing most expensive one.
  He already caused more than $10,000 damage to our business and we just keep respecting the customer so he finally realizes to stop this unprofessional behavior.
  Also I would like to add that we did calibrate and certified the instrument in our service shop and it was check by Leica dealer that we purchased from. Please check attached file. Moreover we asked ***************** if there is anything wrong with the instrument well gladly stand behind our sales and we can take care of it locally where he lives or send it back to us so we can take care of it but hes reluctant to those two options as well. I honestly dont know what best I could do to make a customer happy when he rejects all possible solutions. In fact I have to emphasize again that we know for sure theres nothing wrong with the unit.
  Sincerely, ****
  International Surveying Equipment, Inc.
  

  Customer response

  08/28/2023

   
  Complaint: 20517670
  
  I am rejecting this response because:

  Regrettably, I am unable to accept the resolutions proposed by the other party due to the following reasons:
  

  I have furnished the individual with a tracking number ***** #**********************, **********************), confirming the partial return of some of the disputed items. Notably, the package was successfully delivered with the same weight as originally sent. I possess both photographic and video evidence validating the return.
  My trust in this individual hinge on the successful refund process. I firmly believe that the only viable path forward is to process the refund before the items are returned, unless a mediation involving legal sources is pursued. This approach aligns with the method employed during my initial interaction with this person.
  The initial discrepancy in item descriptions on **** led to direct communication with the seller. Unfortunately, this communication exposed an attempt to bypass ****'s framework and avoid fees.
  I believe incorrect descriptions and direct communications were employed to steer this sale outside of **** for the disposal of faulty items. (Please see the Image from ****)
  The economic impact is evident, with approximately $30,000 in lost projects for a two men crew for a month and an additional $10,000 spent on malfunctioning equipment. While a $700 refund was issued, the extent of this financial setback cannot be ignored.
  The Items refunded are shown on the email from this seller(Please see the image of email Aug 14, 6:46pm)
  Confronted with these challenges, I've taken steps to assert my consumer rights. Complaints have been filed with various entities, including the Better Business Bureau, ****, PayPal, and others.
  These complaints are well-founded, and any potential consequences resulting from them rest with the other party.
  I provided my reasons for disagreement with this individual. However, since the sale did not deliver as promised, the trust was broken. I had no choice but to pursue legal methods. In the end, I will respect the BBB's decision.
  Please refer to the email sent by this individual on August 5th at 1:11 pm,confirming the issue and outlining their proposed resolution. Given the precision nature of the surveying instrument in question, I am unable to endorse their suggested solutions, such as adding or substituting components.
  Our responsibilities involve people's property, and as a registered land surveyor, the law prohibits me from compromising the accuracy of equipment and instruments. While I might consider such offers in scenarios involving mechanical components of a motorboat or similar, the same cannot apply here.
  Despite claims of partnership and authorization, legal public records and inquiries reveal no indication of any partnerships held by the seller.
  Furthermore, the authenticity of the provided calibration certificate is questionable due to discrepancies in authorization details or need more clarification. Please refer to the attached certificate provided for me and a sample of an authorized Leica certificate.
  Leica authorized dealership has informed me of issues with connection and quoted approximately $3,000 for instrument functionality repair. They also verbally quoted around $1,200 to $3,000 for authorized calibration, along with a license for fully functional use, which amounts to an additional $5,000 in expenses to ensure reliable equipment operation.
  To provide more context, the purchase took place on August 4th, involving a $5,000 check and an additional $88 PayPal fee. Upon inspecting the received items, concerns arose regarding their condition, effectiveness, and overall usabilitycritical factors in my work as a land surveyor. The specialized nature of this field necessitates the use of trustworthy and precise equipment,which I cannot compromise.
  Dialogues with the seller indicated acknowledgement of the issues, but their proposed solutions were inadequate. The offer to send back all items for resolution lacks credibility, given the history of misrepresentation and unfulfilled promises.
  The significance of a timely resolution cannot be overstated.
  My professional livelihood is tied to these instruments' functionality, and significant financial obligations have accrued since the initial transaction.
  A timely and transparent refund process could help alleviate these challenges.
  In conclusion, I kindly seek your assistance in resolving this matter. My objective is to restore trust and secure the entitled refund as a customer. I am dedicated to finding an equitable solution that upholds principles of transparency, honesty, and professionalism.
  
  Sincerely,
  *************************

  Business response

  08/29/2023

  All I can say is we sold him an instrument with certificate of calibration and one month free warranty and I asked buyer if you think there's something wrong either send it back for warranty repair and if you don't trust us then take it to a local service shop and let me to be in touch with them so I can resolve the problem but he refused all possible solutions. We know everyone in this industry and we are very confident that we can solve any issues but I doubt there's anything wrong with the instrument and he just want to return it and we don't accept any return unless there's a major problem and we can't fix the issue which I'm very positive there is not such an issue and moreover no any issues.

  Unfortunately after all support we did for him looks like he's very hard to please person and he left a negative feedback for us on **** and he's still threatening us and uses disrespectful on emails and texts. My last word to him is although I'm very disagreed with him upon all his action but to me I won't mix anger and business together so he is still *********** receive a warranty service and plus he has to take that negative feedback off the **** site.

  Sincerely,****
  International Surveying Equipment, Inc.

  Customer response

  08/30/2023

   
  Complaint: 20517670
  
  I am rejecting this response because:

  Again, I am not accepting this individual's response. He mentioned he sold me an instrument with a certificate; however, he is not even an authorized dealer, and his certificate does not meet Leica certificate requirements. He mentioned he gave me a 1-month warranty. I purchased this instrument more than a month ago, so his next word will likely be that the warranty time is over. However, the warranty's definition is when someone uses the instrument and, for any reason, the instrument encounters a problem.
  This instrument and equipment did not work together since the first day. They *** work separately with other compatible equipments, but if he sells them individually to different buyers, not as a package.

  The Data collector he sold me is in demo mode. He promised me it would cost around $500 for the software. He also mentioned this in his emails. To make this data collector run, I must pay $1495 based on the attached quote from the ************* dealer. The radio handle RH1200 is not working and is also incompatible with the data collector Surveyor 2, which means it will never work with this radio handle.

  The items I returned to him had some similar issues. The prism pole did not have a bubble level, and the tribrach did not have the optical plummet. Other items were worth between $20-$30, and he charged me around $180 for each set.
  In his August 5 email, he offered, 'I can send you this and that to attach them to these equipment to make them work,' but my job requires accuracy. I am dealing with US citizens' properties; the law wont allow me to use questionable survey equipment and take risks in such accurate work.
  He is complaining about my review on ***** PayPal, in the county, and in BBB. The law allows me to file a complaint wherever I can. I trust the law and each agency's policies, and I believe that if my review is not correct and honest, they will take it down. He was upset about my negative review for him. I believe he does not understand that reviews are for improving business and sharing experiences with others. I am not taking any negative review lightly and will file a legal complaint against him if he does not issue a refund and prepare a return slip for his defective items.
  For your information, in my review, I noted to never do business with this individual directly, as I did. I believe his **** business is okay for selling items under $100, but when it comes to bigger items, he failed. It's not the first time somebody returned a total station to him. He seems to have had some issues, but finally, **** supported him to get his refund, and he left natural feedback.
  He also mentioned in his last email that I did not send him all the items he refunded me for. I provided a tracking number in my last response, which confirmed he received the packages. I did not see if he corrected himself in his last response, so he still did not confirm the receipt and still owes me an apology for not telling the truth or providing inaccurate information that *** cause some additional legal issues.
  In response to my negative feedback, he told **** that 'this guy, me, is a scammer!' What kind of business, what professional, writes such a thing in response to negative feedback? **** gave me the right to write feedback, and they will remove it if they believe it's false or should not be published. So, I defer to them in this regard. If it's still there, that means it meets **** guidelines.
  This individual is right about refusing his solution, because the only solution he has is to return the item to him without a refund, and he will refund me only if the instrument has an issue. Despite all the issues, I cannot trust this person due to the above explanations.
  Additionally, I am not interested in purchasing anything from him due to all the misconduct, false information, and unprofessional business practices. In one word, I cannot trust this person to use his instruments in the land surveying industry.
  I need to use this instrument to determine the property line between two abutters and who has more land. As I mentioned earlier, the law prohibits me from using this equipment, and I cannot perform these tasks with this instrument for all the reasons mentioned, even I want I still can not use these equipments together.
  This individual *** know how to calibrate the total station, but his calibration certificate is not a valid Leica total station certificate, based on the information provided by the authorized Leica dealership in *************.
  I trusted this person and paid $10,088 in cash (check and PayPal) upfront for this defective equipment, and I did not ask him, 'What if you don't send me the equipment?' But he is so unprofessional and mentioned, 'What if you get the money and do not return the items?'
  Since my economic losses are continuing and going above $30,000 due to this defective item, I am not able to accept any restocking fee or return shipping costs. So, the only solution I can accept is if he agrees to the return. He will refund me $5000 through PayPal, and the remaining $3138 (including the $88 he charged me for the PayPal fee) through a check, without any restocking fee for the total station and data collector. Once I receive the refund, I will proceed with the return and provide photos and videos of the package inside the post office, along with the tracking number. He will also be responsible for providing the shipping label.
  If this happens, I *** change my mind and change my negative feedback to neutral and wont pursue further legal action.
  Unfortunately, this individual considers my proposal as a threat or disrespectful manner, but all our emails and correspondence have been sent to BBB, making your judgment easier.
  In conclusion, I sincerely thank you for your time and the effort you've put into improving business through your solutions. I would greatly appreciate your judgment or opinion about this issue.
  
  Sincerely,
  *************************

*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. ↩