Complaintsfor24hr Supply LLC

• Initial Complaint

  06/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On February 21, 2024 I purchased a boiler (Viessmann B1KE-199 VITODENS 100-W) at an online merchant called "24 hr supply." I paid $4,999.67. The merchant hired a freight of its choice to deliver the boiler at my house. On February 26, 2024, the boiler was delivered on a pallet, in a cardboard box wrapped in plastic. Upon delivery I checked and the outside of the box and it showed no visible issues, I asked the freight to let me open it, they did not allow me, I signed the delivery marking it as "uninspected." A few minutes later, I removed the plastic wrap, the cardboard box showed damaged areas, I opened the box and the boiler showed damage where essential components are located. I immediately called the merchant and asked them to take action to remedy the situation, they did not anything, claimed that delivery was accepted. On March 6, 2024, the freight hired by the merchant confirmed in writing that the merchant had submitted them a claim for shipment damage.The boiler has been delivered damaged. The merchant was aware, to the point that it submitted a claim to its freight, which there is written evidence of. Despite so, the merchant has not done anything to remedy the situation. I ask my money back or an undamaged boiler of the same brand and model.

  Business response

  06/26/2024

  Hi,
  
  
  Nobody wants to have an experience like this. We get it.
  Therefore, when we ship an item on a pallet with an LTL carrier, we have insurance with the carrier to make sure you get back your money or a replacement if the item arrives damaged. Unfortunately, if there is a signature on the shipping document, the carrier's insurance does not apply. As a curtesy, we may file claims with the carrier even if there is a signature, however, the carrier all but always denies the claim.
  
  
  This is clearly outlined in our terms and conditions that is available on our website, and a customer can not place an other without agreeing to them.
  
  
  "For LTL items, if an item is defective or damaged, refuse delivery and note the damage on the **** Please be aware that damage claims are only handled by the carrier and that the carrier only reimburses damage claims if the damage is noted on the document (***). We strongly encourage you to inspect the item when it arrives to you before signing any documents. If you suspect that the item was damaged, please note so on the *** and refuse delivery. Additionally, please call us and email us within 30 minutes of delivery to potentially receive a refund. Again, if there is a *** for the delivery, only sign it if you are sure there is no damage."
  
  
  It should also be noted that, from the picture provided, this item, although it has a dent, is fully functional. It's like a small scratch on a hard pipe. Also, since from image provided, the damage seems to be only on the external case, we may be able to procure a new case if that is of interest.
  
  
  We are sorry,
  24hr Supply

• Initial Complaint

  09/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Bought a water tank from the company, the shipping company delivered the product with no box and a smashed pallet. The product was signed by our contractor but in horrible condition. There are dents everywhere on the storage tank and this is a NEW item. 24 hour supply refuses to help out saying that once the item is signed for its over. Horrible customer service and will never use again.

  Business response

  09/08/2023

  Hi,

  Nobody wants to have an experience like this. We get it.
  Therefore, when we ship an item on a pallet with an LTL carrier, we have insurance with the carrier to make sure you get back your money or a replacement if the item arrives damaged. Unfortunately, if there is a signature on the shipping document, the carrier's insurance does not apply.

  This is clearly outlined in our terms and conditions that is available on our website:

  "Please be aware that damage claims are only handled by the carrier and that the carrier only reimburses damage claims if the damage is noted on the document (***). We strongly encourage you to inspect the item when it arrives to you before signing any documents. If you suspect that the item was damaged, please note so on the *** or refuse delivery. Additionally, please call us and email us within 30 minutes of delivery to potentially receive a refund. Again, if there is a *** for the delivery, only sign it if you are sure there is no damage."  *********************************************************

  It should also be noted that this item, although it has a dent, is fully functional. It's like a small scratch on a hard pipe. The item is still under the manufacturer's warranty, and we will do our best to get a replacement if the item malfunctions.

  We are sorry,
  24hr Supply

  Customer response

  09/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  As we discussed over the phone and email, the person signing for it does not understand English. And we called you a couple of hours after the delivery to notify your team of this. Instead of telling us the above, you had a work around where you said to send you pictures to delay any resolution until the next day, in which you deemed it to be too late.

  So yes we do not deem this acceptable, and to have your delivery guys deliver the item without protective packaging and on a broken pallet is not acceptable. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************
  
  
  
  
   
  

  Business response

  09/21/2023

  We understand that youre saying that the packaging was not satisfactory. We also understand that you felt we could have avoided this problem by providing our final response right away rather than the next day.
  
  The way we see the situation is as follows. We take extreme care in packaging our items. Nevertheless, mistakes happen. Therefore we have insurance on our freight (LTL) shipments. As stated in our pervious response, our policy, as stated on our website, is that the shipment document (BOL) should only be signed if you are sure there is no damage.
  
  Since the document was signed with no mentions of damage, we cant file a claim with the insurance, therefore we wont be able to provide a replacement or refund now. However, we requested the pictures from you to see if the manufacturer will provide you anything. The manufacturer's response is that the item is in functional condition, and if it malfunctions, they will honor the warranty.

  Customer response

  09/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Thats all well and great, youve mentioned your process many times to us. Maybe you should look into customer satisfaction as your #1 priority instead of protecting your processes. And maybe a new LTL carrier as well instead of your budget carrier.  
  

  And instead of leading us on with emails back and forth the day of delivery asking for photos of the whole machine, the damaged areas, etc, you could have attempted to get your LTL carrier to pick up the damaged item on their route. Instead you chose to delay until the next day to tell us that we are out of luck. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************
  
  
  
  
   
  

• Initial Complaint

  06/26/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered a pump from 24hr supply and installed it on 5/19/23. The pump had issues on 5/21/23 and had to be removed and returned to 24/hr supply for warranty issues. The pump had to be sent directly to 24/hr supply and they had to send it to grundfos (the pump manufacturer) to be inspected. I sent the pump back and waited over a week before I checked the status of it and I was informed by 24/hr supply they received it and sent it to the manufacturer. On 6/21 *** from 24/hr supply sent me a email asking if I could have got the pump mixed up because the pump they got wasnt the same pump. I replied that wasnt possible because it was the only pump Ive ever got like that and I sent it to them first so they should have clarified that when they checked it into their facility. Now I cant get an answer and or a return call from them as to where my pump is. *** tried calling their management but yet to receive a return call.

  Business response

  06/30/2023

  Hi,

  Warranty claims with Grundfos take a while. We typically say that customers should expect it to take 6 weeks. In this case Grundfos claims that the customer sent the wrong pump to them. While the customer claims that ******** made an error. We understand that we are in an undesired position of needing to resolve the dispute between our customer and Grundfos.

  We made an internal investigation and found clear evidence that we sent to Grundfos the exact box the customer sent us. Please bear with us as we work with Grundfos on behalf of the customer to get the best solution for the customer.

  All the best,

  **********************

*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. ↩