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ComplaintsforIndustrial Motor & Tool, LLC
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/20/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I took them my Dewalt impact to possibly get fixed they took it apart diagnosed the problem called me I asked them not to repair it because it was a little too much money I come to pick my gun up and it's completely apart and boxes they didn't even put it back together and they charged me $10Business response
10/20/2023
Good Afternoon BBB and ***************************,
What is written in the complaint details is described perfectly. In the attached files I took a photo of company policy that has been in place ever since we opened business in ****. The sign is posted on the wall where any customer can read, it clearly states our policy. The quote for Mr. ********* tool was for $102 and when a customer chooses to repair his tool all the labor for reassembly is included in the quote and the bench fee is waived. The amount of time required to assemble the tool is the same whether it is assembled with failed parts or with new parts, so this would require a higher labor charge than a $10 bench fee.
More importantly the reason for the unassembled tool is because of insurance policy, it is standard insurance policy with tool repair service centers. The insurance companies deem a tool that is not working correctly as a liability risk and therefore we are required to box up unrepaired tools unassembled so there is no risk of injury and liability to the insurance company. That is insurance company policy.
So I am open to BBB suggestions to resolve this issue? We will gladly repair ****************** tool if he so chooses but we will not violate our agreement with our insurance company.
Thank You for bringing this to my attention, *********************
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.