ComplaintsforGerotech, Inc.
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Complaint Details
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Initial Complaint
11/15/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Gerotech support is minimal if you are a small business. We are consistently waiting weeks on end for support to come out to the facility. You cannot fix your own machines because they will not warranty the part yet the make you wait for a month plus to have someone come out to fix anything. They state they are "getting more techs" but nothing has changed. I currently have a machine that has been waiting for service for 3+ weeks. I am in a severe backlog on this machine to the point I am going to have to start subcontracting our own work out and our company will be losing more money. The poor ladies that take the calls try to get dispatch to contact you but its hit or miss if they do. Dispatch says the techs will contact you when they are on the way but they never do. We would just like a realistic time line and results. If you say you're going to be here in a week then be here in a week.Business response
12/04/2023
Gerotech is very sorry to learn of your frustration. We take all of our customers' concerns seriously and treat all customers with equal respect and care. Being a small business ourselves, in no way would we prioritize the service requests of other, larger businesses over yours. We can assure you that all requests are responded to in the order in which they are received. That being said, the resource challenges of the last few years have indeed increased the delay that customers may experience from time to time, and for that we do apologize.
We hope that after today's visit from your Gerotech sales engineer you understand our priority to all customers, regardless of size. Please don't hesitate to reach out to us directly if any other concerns arise.
Thank you!
Customer response
12/14/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
This is a generic response that did not touch point on the fact that dispatch fails to answer emails or call with updates and that techs fail to contact.This did not touch base on the fact that they are not responding to requests for weeks at a time. There should be a policy change if they are unable to attend to your machine that we can at least fix it ourselves or hire another company and the parts are still under warranty or able to be returned if it does not fix the problem.
It is costing us too much money to wait on Gerotech and then having to expedite parts to ensure our tech stays on top of the issue. Add on the point they hinder you from finding timely repairs by voiding warranties this seems highly unethical.
How does Gerotech expect its customers' to be able to stay in business by making them wait a month for repairs? What am I supposed to tell my customers?
Regards,
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.