ComplaintsforRondo Enterprises, Inc.

• Initial Complaint

  12/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Invoice # ****** A plow with installment was purchased from Rondo on 11/14/2022. A headlight adapter had to be ordered because Rondo made a mistake and ordered the incorrect part. I was informed that the part would arrive in two-three weeks. Two weeks had gone by and I didn't hear back so I called and was informed that it had not been received yet. Another week went by and no one called so again I initiated communication, still not received. Called again 4 weeks after installment and nothing received. I was called yesterday 12/22/2022 and was scheduled for an appointment for 12/27/22. ********************* Rondo called me today 12/23/22 and told me I could come in anytime today as it takes 10-15min to install. I drove ********************************************************* horribly. They said I did not have an appointment and that I was scheduled for an appointment on Tuesday. I replied that ****** called me and told me to come in anytime today. They said that was incorrect information and they didn't know what I needed installed. I told them that I needed the headlight adapter installed as soon as possible as it is very dangerous to drive without the headlights. They said they didn't have an answer for me and sent me away. 35 min later when I had already arrived home Rondo called me to go in to have the headlight adapter installed. On top of all of the miscommunication and rudeness. At time of purchase no one told me that my truck was too low to the ground for the plow that they guaranteed was for my truck. I had to invest another $563.50 plus my time and work to buy a kit and lift the truck 3 inches for the plow to properly sit on the ground. I would like a full refund as I am not comfortable with a plow that is dangerous to drive with due to not having headlights. I am very displeased with Rondo and want to stop all communications with them as they are very unprofessional.

  Business response

  01/04/2023

  Unfortunately, we're stuck in the middle here.  The manufacturer, BUYERS, gave us the wrong information concerning which headlight adapter was required for the customer's ********************** and then took much longer than expected in making and shipping the adapter.  Back in November when the plow was installed and the problem with the adapter was discovered, ***** was told everything that Buyers had told us about the headlight adapter.  They doesn't give us status updates and they did not provide any explanation of why it took longer to get the adapter than they quoted.  They are not like Amazon with communicating when something ships out.   We contacted ***** as soon as the adapter arrived from Buyers and scheduled an appointment with him for Dec 27th.  An appointment was required because the extent of the work to remove the front grill and headlights in order to install the adapter in the truck.  It wasn't going to be a quick plug in and leave 15 minutes later.  When ***** showed up on Dec 23rd and demanded that his truck to be worked on right now, he was told that we are currently working on other jobs that are scheduled but we would try to get it done by the end of the day if he wanted to wait.  He choose to refuse what was offered to try to accommodate him that day.  He also did not show up for his scheduled appointment on the 27th.  We attempted to call him on the 27th but he didn't not answer his phone.  We agree that it is unsafe to not have the headlights working on the plow and we want to be able to finish the work as promised.  But we need ***** to respect the reason for an appointment and show up when the appointment is actually scheduled and not some other time.  We will not give a refund or take back the plow.  All sales are final.

  Customer response

  01/11/2023

   
  Complaint: 18635140
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  On the 23rd I did not demand anything that day, your employee ****** called me from his personal phone number, of which I have proof that day, they refused to install the cable. After driving 40 minutes, they called me, but since I was already far away, I did not agree to return when I bought Neither the ****** team nor anyone mentioned that it was a final sale and I bought a new one to be able to return it if necessary or with a guarantee. If they do not accept the equipment, my next step will be legal with my lawyers.

  Business response

  01/12/2023

  Purchasing and having a plow installed is NOT the same as buying something on Amazon or at Walmart.  Furthermore, it should not be construed or assumed that some other company's return policy is universally applied to ALL businesses and products.  There are no refunds on plows because of all the labor and parts required to have the plow operational.  Attached is a scanned copy of the final purchase invoice and ********* contract with *****'s signatures agreeing and accepting the purchase of the plow.  Please note the additional terms & conditions that are printed on the back side of each page of the invoice.  The plow has a 2 year warranty (or guarantee) from the manufacturer, Buyers.  The warranty covers defects in materials and workmanship; it is NOT a refund policy.  See also Buyer's warranty policy which is attached. 
  
  We do not feel it is necessary to involve lawyers and this can be easily resolved.  We want to take care of our customers and we apologize that things outside of our control has caused this situation to snowball into what it is.  We are still ready and willing to finish the headlight adapter installation as promised with a properly scheduled appointment with ***************************** in Service.  ****** does NOT handle scheduling appointments for Service so it must be done ahead of time with ***********  One appointment and the work would be done and the headlights will work on the plow as they should.  Alternatively, we can ship ***** the adapter that he has paid for and he can complete the work himself (or find someone else to do it) if he chooses not come in for an appointment. 
  

  Customer response

  01/17/2023

   
  Complaint: 18635140
  
  I am rejecting this response because:It was never verbalized in person that sales are final. I am not sure why my agreement with ********* is being brought up as that is an agreement that I have with a third party loan agency not Rondo. I am also not sure why the 2 year warranty from Manufacture Buyers is being mentioned either as this issue is an issue I have with Rondo. I am very disappointed with your response of having the parts sent to me so that I can install myself. This is part if the service and labor that you say you can not refund. It is clearly not an easy task to do if I was kicked out of your business when called by your staff because an appointment was not "properly scheduled". I also do not want to return to your business as I do not trust that you will complete the job in a proper manner. After the first snow fall that the plow was used for the check engine lights turned on and truck was taken to ********************* and the issues was caused by "aftermarket wiring" which is the installment if the plow through Rondo. Please see attached invoices. I would like to know how I will be compensated for these invoices, the waste of time driving to your business when I was called to come in and the negligence from Rondo.
  
  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. ↩