ComplaintsforTriStar Aerial Lift & Equipment Sales, Inc.

• Initial Complaint

  07/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a lift from here approximately 1 month ago. It has been stuck in the air on 3 occasions now. It won't reach its purported max reach. Barely even halfway with max load. I have been on the phone with multiple people on multiple occasions with nothing solved. It has cost me over 20 grand. The company has bounced me from person to person with nothing ever happening. When i made a complaint about it online they will not do anything with my Machine. They tell me to bring it to ******* when it has its own diagnostics that they can log in on from ******* to fix it or get it fixed. The explicitly refuse to honor thoer warranty on a $ 150,000 machine. Ihave stated my displeasure online and they refuse to help.. I have almost a yr left on warranty they won't honor. I wan5 a full refund or to honor the warranty in full immediately every time.

  

  Business response

  08/04/2023

  ***** ****** purchased a brand new 2023 **** **** ***** *** *****, through his business ****** ******* Service **** ** *********  Mr.  ****** was notified when the lift was ready for him to pick up and he informed he would pick up from our facility in ******* *******, on **** *** 2023 at 8:00am.  He did not arrive at 8:00am; however, he called at some time after 8:00am and informed he was 'running behind' and would arrive at 11:00am.  He did not arrive.  He called again and said he would arrive by 1:00pm.  Mr. ****** and a co-worker arrived around 2:30pm on **** **, 2023 to pick up the lift.  As Mr. ****** and his co-worker were exiting the cab of the truck, TriStar employees met them to welcome them to the facility and start training and were immediately hit with the scent of marijuana coming from the truck.  As the operation and functions training started, a strong rain and thunderstorm began.  We offered to provide them training after the storm passed; however, Mr. ****** demanded that the unit be loaded so he could leave. He refused to stay to complete the recommended training.  When Mr. ****** left with the ****, it had 6.6 hours.

  The next day Mr. ****** called and said he couldn't start the unit.  Our Product Support team walked him through the procedure to start the unit.  Our Product Support team received numerous calls from the customer and assisted him with his concerns, and asked if he had read the manual he was provided when the unit was picked up.  At one point, TriStar offered to travel to ******** free of charge to provide training; however, Mr. ****** said that it would inconvenience his plans.  

  Mr. ****** has used the **** lift to do quite a bit of work as it now has over 200 hours.  Through phone calls, text messages and other social media, he has been very verbally abusive and profane to our Product Support team, Sales Representatives, and other employees of TriStar.  At this point, TriStar has retained an attorney due to Mr. ******'s numerous threats of harm.

  Mr. ****** returned the lift to our facility for diagnosis and inspection on **** **** which concluded operator error. The lift is 100% operational and has been for two weeks.  Our attorney is contacting Mr. ****** to schedule a place and time for the unit to be picked up by close of business on Wednesday, ****** ****  If the unit is not picked up, TriStar will impose storage fees at the legal rate permitted by law.

  TriStar has gone above and beyond the call of duty to assist Mr. ******.  Mr. ****** refused training when he picked up the lift on *****23, he has refused our offer to travel to ******** to provide training because it will 'inconvenience his plans'. Mr. ****** has bullied TriStar employees and highly disrespectful.  We have no plans to continue to conduct business with Mr. ******, ****** ******* Services, or any other entity organized by Mr. ******.

  Our attorney is ***** ** ******** ******* **** *** ***** ******** ******* ******* **  ******  Phone ************ should any verification be needed.

  Customer response

  08/07/2023

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

  Haha, that lift didn't even work for us even close to 200 hours. At best maybe even 75. It was stuck in the air on multiple days accounting for around 20 hours of that time. We did the training that was offered to us and we never one time said we had to leave. 

  You stated operator error then why did you have to order parts for what I  consider scrap metal. Cause thats how useful it has been

  Screen shots are included for verification. 

  Yes I was 100% irate when the lift was stuck in the air the very first day over major power lines. When i posted i regretted ever buying that lift your people stopped helping with the lift in its entirety. Unless I removed the posting. 

  Dont worry for the kind of money I paid for this lift i wouldnt recommend it to anyone. 

  You are not the only person that can employ attorney. You just essentially stated above in your response you will not assist with warranty work in the future because we were not happy with this lift.

  Buyer beware for for sure with this company. Get your lift from anywhere else but here. Anyone. Can contact me directly *** ******** and will share all that's needed to make an informed decision. Type tristar aerial my opinion in ********. My page has everything in there. 

   

   
  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. ↩