ComplaintsforW. E. Aubuchon Co., Inc.
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Complaint Details
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Initial Complaint
09/07/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I rented a carpet cleaner from aubuchon for $97. It was dirty when I received it so I had to clean before using. I cleaned it after use to a standard that was much cleaner than how I received it. When returning the carpet cleaner, I was told it was dirty in one spot so I would not get a return on the deposit. I brought it home and cleaned it again. When I brought the carpet cleaner back again, I was told I was getting the deposit back. Instead they charged me an additional $90 and refuse to reimburse that charge or give back the deposit. The person who took the return has since hung-up on me when asking if they could check transactions on cards.Business response
09/12/2023
******************,
Thank you for letting us know about the incident in ***** regarding the carpet cleaning rental. That is not the level of service we strive for or are known for.
Please accept my apologies for the behavior of this person who questioned you or hung up on you. We are taking care of that at store level as we take that very seriously.
I have attached the 2 receipts that we have for your transaction. One has the rental fee, deposit fee and a tarp you purchased. The other has the return of the rental deposit.
I have no record of a second charge, so I cannot reverse it. Could you please respond with a copy of the second charge so that I may pull those numbers from the transaction log to initiate a refund for you?
Because this is not the type of service level we deliver to our friends in the ***** area, Crystal the Store Manager also has a gift card for you because we want to make this right for you.
Thank you again for taking the time to reach out for a resolution to this. If you would like, please email the second charge document directly to me at: ********************************************.
*****************
Northeast Director of Sales and Operations
Customer response
09/12/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
08/13/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased bolt cutters a few days ago to try to get a lock off my outdoor shed. They did not fit into the lock so I was unable to use them. I went in today with my receipt to return them as I was unable to use them due to the wrong size. I brought in my receipt as well which clearly showed I just purchased them a few days ago. They refused to take my return even though they could clearly see I just purchased them a few days ago- it hadnt even been a week. I explained why I needed to return them and was told I couldnt because they were rusted and chipped at the end and they Couldnt resell them on their shelf which honestly isnt my problem, I purchased them like that and you can clearly see the tag still on them and honestly the majority of people returning items is because they are wrong or broken which would not be able to resell. Regardless, I explained I purchased them that way because they only had 2 on their shelf, these ones I purchased and the other pair which was broken at the handle. The person told me again he couldnt accept them and grabbed his manager. The manager told me the exact same thing and I told him I just purchased them a few days ago like this and there was no way they would rust within a couple days in door and that they had these on their shelf with another pair which was broken and to go check his shelf to verify my story. The even still had the tag in them. I showed him my receipt which clearly showed I purchased them only a few days ago. Again he refused to accept my return. They should have to accept my return. Its not my fault they put s***** products on their shelf to begin with for customers to buy. Its not my problem they cant resell it. I purchased them like that and was unable to use them and provided my receipt. With it only being a few days since purchase I feel they need to honor my return. Poor customer service, poor products, poor business practice. This should be rectified.Business response
08/16/2023
Thank you for alerting us to this issue. We are sorry about the trouble this has caused and will offer a full refund for the item. Craig, the Store Manager will be happy to issue the refund for you.
Thank you for letting us know,
Customer response
08/22/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************Initial Complaint
02/27/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On 12/17/22 I purchased a ***** **** generator for $2399.00 and when I opened the box last weekend the start k*** was in the ON position from the factory and the unit wont start. I called the store manager and he stated this is a known problem and he would take care of it. I never heard from him again as he went on vacation over a week ago. I have repeatedly called the store and corporate offices and have yet to speak to a person capable of refunding my money. One employee told me its just like buying a used car, when you drive it home and it doesnt start the next day, its your problem. I reminded this employee I did not buy a used car I bought a brand new unit visibly broken when the box was open. She then told me that the problem was mine and if I wanted the brand new generator to start I had to take it to their repair person in a different town and have it repaired. This is atrocious! The store manager acknowledged they sold me a broken-new-in-the-box product and say its my problem to get it to work!! II formed this person Thursday I was contacting BBB and Corporate was notified of this problem by the store manager on 12/19/22 as confirmed to me on Thursday. I have called/emailed several times, so the delay at this point is intentional, as they are open 7 days/week.Business response
03/14/2023
***************************** and her husband, *********************** came into the store and a refund was issued to the customer to take care of the issue.
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Contact Information
Customer Complaints Summary
4 total complaints in the last 3 years.
2 complaints closed in the last 12 months.