ComplaintsforTendon Manufacturing Inc.

• Initial Complaint

  01/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  - I met with Tendon Manufacturing Inc. for possible business. - I explained the specific processes required for the work. - Tendon Manufacturing Inc. agreed they could do all three processes, and gave us samples of finished product of these three processes. - The samples were approved, and we agreed to start business with them contingent on all three specific processes being done. - Tendon Manufacturing Inc. asked us to submit payment in full for the first order ($13,000) and in good faith we agreed we would submit half upfront ($6,500) and half upon completion. - I submitted a purchase order, that noted all three specific processes. (We also had numerous conversations, as well as email exchanges regarding all three processes.) - There were many problems with the first finished product, it was clear that all three processes were not done. - I immediately returned the incorrect finished product, and explained that it was obvious that all three processes had not been done, resulting in the unusable finished product. A manager there admitted that they did not do one of the required processes. - They ran some other tests to see if other processes would work, but every test sample came back incorrect. - I cancelled the order, asked for a refund and return of our product. - Some of the product they had started completing one of the processes on, which in turn has now damaged our product and is useless to us without all three processes being done. - They refused a full refund, siting labor for work completed. - Some of the completed work they did was also done wrong. - They offered a $1,500 refund for unfinished parts. They did one of the processes to roughly 3,500 of the 20,000 parts on the order. They are charging us $4,438 for their labor and time. The total we paid upfront was $6,500, they didn't even add the refund and billed amount correctly. - We would like the full refund, and then to have no further contact with Tendon Manufacturing Inc.

  Business response

  01/18/2023

  Good morning *******,

   

  Thank you for assisting with this matter.

   

  We have the same documentation that Mr. ***** presented. A quote provided by Tendon stating, “Drill and Powder Coat,” and a PO from Toast Spirits without any additional notes and/or requests. We do not have any emails or texts from Mr. ***** asking for the parts to be sand blasted prior to the first batch being run. We ran samples for Mr. ***** and he approved them. *** ******* **** ******* *** ****** ****** *** *** ******* *** *** ***** ********* We did everything that we quoted for Mr. *****. It wasn’t until after we worked overtime (1.5X normal pay) and holiday hours (2X normal pay) that we were notified that these needed to be sand blasted. At that point I told Mr. ***** that we had a small sandblaster but it would take too long. I asked him if he wanted me to get quotes for him and it was at that point he started to get brash and disrespectful with me and my office employees.

   

  The reason for not offering a refund was because we spent overtime hours and holiday hours to get him samples and parts. We spent far more time and money than we had quoted but we were trying to help him out as he was desperate for parts. He stopped into Tendon on a daily basis demanding parts (at one point during our Christmas Party – where our office was closed!). We also were working on their parts named, “Cages.” We paid to have “Cage” samples gold plated, bronze plated, etc. We sent our trucks back and forth from downtown Cleveland to drop off “Cages” and pick them up. I can forward invoices from Stricker Plating to show these expenses.

   

  Unfortunately it seemed that Mr. ***** was in over his head. Every day he had a new project that he needed help with or needed to find a vendor for. It didn’t seem like he understands the manufacturing process or how things are made. He should’ve been more clear with what he needed/desired. We quoted exactly what we were going to do, he obviously agreed with the quote and sent over a PO that matched the quote. Tendon has never had a BBB claim before and there’s a reason for that. We’re a Top Workplace in NE Ohio and we’re honest people. I can give you 100’s of customer’s to call and ask for their opinions on our workmanship and customer service.

   

  Thank you,

   

  Michael ** ****** ***

  Tendon Manufacturing Inc.

  20805 Aurora Road

  Warrensville Heights, OH 44146

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

  ** **************

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

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