Complaints

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took a hydraulic motor to them April 2023 to repair a leak. I called them few times but they said they can not find the problem. Next time I called they said the case was bad. I went to the place of business 12/06/2023. At that time it was not done. I said give to me and I will have it done. At that point they gave a bill for $2,938.78 just for parts. I ask for a break down of parts twice but no answer. I price a rebuild motor for $1,470.00. I had it rebuild by hydraulic company. The case was find and they only used 1/2 of the parts. I am asking for $1,500.00 to be return.

  Business response

  06/07/2024

  On 4/25/23, the customer brought in a BOMAG Roller motor stating it was leaking at the cover. 
  
  On 6/5/2023, the customer was quoted a full warranty repair in the amount of $4,261.46.  The customer approved the full warranty repair.
  
  On 6/5/2023, the parts were ordered with a 12-week lead time on parts.
  
  On 8/9/2023, all the parts had arrived, but the vendor sent the incorrect part.
  Valley had the vendor reprocess the order, which caused another 12-week lead time.
  
  On 12/6/2023, the customer arrived upset that the repair was not complete and wanted everything we had now.  He declined final repair of the motor at this point, but agreed to pay for parts ordered and stated they would repair themselves.
  
  We told the customer the parts are unable to be returned and orders are unable to be cancelled as they are special order (this is the manufacturers policy).  We changed the billing from $4,261.46 to $2,938.78 which was for parts, freight and handling fees.  We waived the labor fees including teardown, write up, research and sourcing as a customer courtesy.
  
  Customer accepted and paid via check# ***** $2,938.78 and left this premise.
  
  A few weeks later, the customer called back and asked for a price breakdown of all parts.  On 12/20/2023, a revised invoice was sent via email breaking down parts and costs.
  
  This was my last communication with him and thought it was resolved until this complaint arrived.
  
  We waived all labor fees for this job. 
  The customer took all the parts we had for the job.
  We were and are willing to repair his motor, but he would not give us a chance to rectify the situation.
  
  I do not understand or want to speculate on the meaning of the following comments:
  “I price a rebuild motor for $1470.00.  I had it rebuild by hydraulic company.  The case was find and they only used ½ of the parts.”

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