ComplaintsforGardner, Inc.

• Initial Complaint

  03/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On Nov 5 2023 I placed order#******** for a total of $29.00 including tax and shipping. Part was shipped mid December. I then noticed I was billed $46.96 on my credit card. I reached out to their customer service dept and talked to ***** ******* on Dec. 28 and was informed in an email a credit for the difference was issued on their RMA# *********** and to expect the difference to be credited to my account within 30 days or sooner. Great right?? We'll I followed up Jan 22 as no credit had been received and was told ***** ******* no longer worked there as per ***** *********. After going through it all over again with ***** an multiple emails on Feb 8th he replied "******** was created for credit today. Please allow 10-15 business days" . Waited till Feb 26 and still no credit received. After a few more emails and a couple calls my last response from ***** on Mar 6th was "I sent your voicemails over to the team in charge of crediting back your account. Hopefully they resolve this for you soon." Needless to say this has been my worst customer service experience ever. The fact that they can almost double the price of an order without authorization and blow off multiple requests to resolve mistake is borderline criminal. I would love to have assistance in resolving this matter. Thanks in advance ***** ******* ###-###-#### **********************

  Business response

  03/25/2024

  *****, please accept our sincere apologize for the extra charges incurred during you transaction with us. No excuse, but we have been working through personal changes and incorporating a new business system. 

  Regardless your situation should have been taken care of in a timely manner. We have created a direct credit ******** to your card for $21.78, this should show up on your account within 7-10 business days. 

  If for some reason this does not occur, please reach out to us directly. 

  Thank You for your business and giving us the opportunity to rectify this. 

  Customer response

  03/25/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** *******

• Initial Complaint

  02/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Ordered part for ***** **** ***** totaling including shipping for $26.16 June 6, 2023. Six months later, on December 21, 2023, ******* charge my credit card $42.19 without contacting and explaining extra charge above $26.16. Called to return parts three times because no longer needed but they would not provide return authorization (RMA) number required . Finally, they provided RMA . Sent part back January 6, 2024 but six weeks later no credit on credit card. Called three times, placed on hold for over 1/2 hour, they discounted calls and today placed called, they answered and placed on hold for 30 minutes with no response from representative. After numerous calls, ******* will not refund $26.16 amount to credit card even though I sent part back. I want a refund of $26.16 because I returned part on January 6, 2024. The company address is: *******, Inc., **** *********** **., ******** , ** *****. Phone ###-###-####.

  Business response

  02/28/2024

  Mr. *****, please accept our apologize for the extended wait on your refund. It is our desire to process these as fast as possible. I have contacted our finance dept and you should be receiving a check for you refund any day. 

  Thank you for your business and we can be of any further assistance please reach out.

  Thank You 

  Customer response

  03/04/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because:  My credit card has not been credited with the refund amount and I have not seen a check in the mail for refund amount after numerous calls and email exchanges from *******, Inc. during the past two months. 
  
  Regards,
  
  ****** *****

  Customer response

  03/25/2024

  Case: ********

  ******* sent refund check for $26.16 arriving at my address via USPS on March 16, 2024 after almost three months of phone calls and emails to ******* with excessive hold times of over 30 minutes on phone.  Excessive time to process returned items even though I met all of *******'s return process requirements in a timely manner.

• Initial Complaint

  08/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  5/18/23 Filed warranty request online for Kenmore Intuition BU4021 purchased at ****** on 5/18/21. Included proof of purchase and photos showing broken hose on lower power unit. Received acknowledgement same day. Submission number **********  5/24/23 Called 877 number and agent said he did not handle warranty requests but would transfer me to the warranty section. Nothing but dead air. Waited ten minutes before hanging up. 5/26/23 Called 866 number and was told a new lower unit (roller bar) would be shipped UPS. but the units are on back order. 5/30/23 Received email from warranty section asking that I call an 866 number for assistance. 5/31/23 Called 866 number and was advised a unit will be shipped but they have not yet arrived as “ports are backed up.” No info on when units will be in stock. 7/10/23 Called 866 number. Told item is still on back order. Suggested that I wait another week and hopefully more information will be available. 7/27/23 Unit still on back order. Offered me new vacuum. Sent request form via email including proof of purchase and product label sticker. Did not send photo of cut power cord. Response was that I must show cut cord. Told them I did not wish to do that. Although I was unable to vacuum carpets, I could still use the Kenmore to vacuum my stairs. Was told they would not ship new vacuum without proof my unit was inoperable. Told them I was still in need of the lower power unit. I was told “If you want to continue to wait on the part that's fine.” Still no indication of when, or if, I will ever receive replacement unit. 7/30/23 Email received this morning stating “There is no time frame because we have none available at the moment. Parts can take up to months to get replaced.”

  Business response

  08/08/2023

  Here is the response I received from our Customer Service Manager regarding the situation:

  Spoke with Mr. *****.
  Very civil conversation, he is 86 years young and had his reasons for not wanting to cut the cord of his vac.
  Mr. ***** had no issues with any of the agents that he spoke with during the process of first trying to get a replacement power nozzle to his vac and then having the vac replaced.
  The sticky point was the cut cord.
  
  I have processed a vac replacement, order # ********. I provided this order # to Mr. ***** and stated that if his replacement unit has not arrived by this time next week to please give me a call.
  
  Mr. ***** has even agreed to cut the cord of his original vac once the replacement arrives. Because of his advanced age he said he had no desire to keep additional clutter around his house so the original vac, cut cord and all will be disposed of in the proper manner in short order.
  

  Customer response

  08/08/2023

  I accept the business's response to resolve this complaint. Replacement vac was received two days after speaking with Mr. ****.

  
  Regards,
  
  ***** *****

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5/14/22 items purchase ****** pressure washer 2/7/23 items was diagnosed This company has different list for the pressure washer to be worked on. There is a list for shops to work on the pump and there is a list of shops to work on the motor. Being that the engine is from ***** on LT he shops on there lost are ***** certify mechanics. If they are not ***** certify mechanics it voids my warranty with *****. ***** turf is the shop they told me to go to and solely responsible to work on the pump the mechanic for whatever reason and without my knowledge decided to take the engine apart to diagnose it. He reported to Gardner his finding of no oil or minimum oil therefor cause the engine to lock. I checked the oil and stated it’s impossible that this would happen. Since I did not want to continue service with ***** turf they did not put the item back together rather gave them to me in pieces. I called Gardner they stated they will jot warranty the item base on the findings I complaint to them that the individual was not a certify ***** mechanic and tampered with my motor therefor voided my warranty with *****. Supervisor jasmine gets irritated and stated to me nothing we can do. If you have two list of shops it is for a reason I am requesting my item to be replace at no cost to me due to them giving me false information.

  Business response

  04/04/2023

  Below are the results from our research regarding this complaint:

  This matter has been fully researched and has involved multiple parties from each entity (Gardner, *****, *****, FNA)

  ***** is an authorized FNA service center for warranties
  ***** is a ***** Certified dealer (certified tech on staff)
  Unit was accurately diagnosed as "operated w/ limited lubricant" (no oil)
  Repair of such is not covered under the warranty
  Cost for reassembly is not covered by manufacturer
  Customer may take unit to another local ASC for diagnosis/repair/re-assembly (not covered under warranty, out of pocket expense)
  
  

• Initial Complaint

  01/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  scam warning: once ordered and they have your card number they will charge you, period, even if on back order and YOU CAN NOT CANCEL. On Sept 28, 2022 I ordered parts for my weedeater and they were on back order Order #******** for $21.83. I got tired of waiting so on or about Nov 29,2022I called. They said a truck had just come in and my parts might be on it. I told them I was no longer wanting it and to cancel the order then, just in case I needed proof, I also immediately sent an email canceling. The parts shipped anyway the next day. I had the delivery returned to sender while in mid shipment. I was charged a 20% restocking fee and shipping cost. So they got to basically charge me the over priced shipping charge and a 20% restocking fee. I am currently disputing the illegitimate charge. If I had canceled after shipping it would be different. I don't pay to unload their truck. I received a partial refund. I WANT A FULL REFUND.

  Business response

  01/24/2023

  In regards to Complaint #********:

   Below is the account of events involving this customer's transaction:

  Sept. 28, 22: Customer placed order on website. Parts were on backorder at the time.

  Our records show the customer attempted to contact a representative about the status of their order.

  Nov. 28, 22: Order was printed

  Nov. 30, 22: Order was shipped. Customer called and requested to cancel the order.

   The customer will be refunded the remaining amount to cover the shipping/handling and restock fee that they were charged.

  Customer response

  01/27/2023

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  07/25/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a replacement part from Gardner Inc for my gas power washer in an effort to prepare for a party at my house. Because it did not arrive in time, I purchased a brand new power washer to do the job. When the Gardner replacement part arrived, I did not open the package, and immediately asked for a RMA, and shipped it back in its original packaging, only changing the label-- all well within their 30 day RMA policy. A month later, they sent me a letter saying the part was unacceptable because it was 'mounted'. This is nothing short of a lie, since the box was never opened. I'm also going to report this to American Express, and social media. They owe me $121.89. You cannot trust this organization's business practices.

  Business response

  08/01/2022

  This was a mistake on our part in the returns dept. the returns clerk was not aware of the fact when we receive the replacement part from the manufacture there is residual sealing material used by the manufacture for testing purposes. The cust has been credited for the price of the pump less restocking fee on credit memo# ********.

  Customer response

  08/16/2022

  They refunded our money. 

• Initial Complaint

  07/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is managing a recall for a safety problem on a power washer. We were instructed to stop using the product immediately as it could cause bodily harm. We submitted a request for replacement parts. We have not had any update on when these parts would arrive. Replacement parts requested: June 28, 2021 We reached out on July 15 requesting an update We heard back on July 17 that parts were on their way to their warehouse We have suffered loss of use of this product and suspect that they hope we just give up and call it a loss. Manufacturer - ********** Model #******* Serial # **********

  Business response

  07/30/2021

  Just received this complaint. Will look into it and determine status of this customers order. I will reach out to the customer as soon as I have details today or Monday.

*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. ↩