ComplaintsforDetail King

• Initial Complaint

  04/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a water extractor from the merchant Detail King for my hubby for Christmas. Once he used it in January it didn’t work. Hubby had to order parts to replace, and another issue arose causing the machine to malfunction again. This time we needed to take it to be repaired to a repair shop authorization center. At no time would the merchant refund us for the purchase. After filing a dispute with my credit card company the merchant sent me a return label to return the item for a refund. I did return the item with the label provided by the merchant, and they after receiving the machine back have continued to fight the credit card company and refuses to refund me. Please help me as this is $1529.52 charge for merchandise that have taken possession of. They also stated to contact them if I had concerns or questions about the return, which they never responded to my questions/concerns. Also they stated I refused to cooperate or contact them back when then was the complete opposite of the truth. They now have the machine and my money and I need help!

  Business response

  04/27/2023

  Customer placed an order and received all contents. Customer later contacted us stating that the machine was leaking and after several conversations with the customer the customer stated the machine was left in below freezing temperatures causing a fitting to crack. When explained to the customer that water freezing in the lines will cause the water to expand and potentially crack hoses, fittings, and other components. The customer placed an order for a small valve that was cracked due to their mistake of letting the unit freeze with water in the lines. After installing the valve, it was then determined the water freezing in the system caused more damage. She became upset that water freezing would cause these issues and became irate that their mistake caused additional damage we stepped up in as an act of good faith and worked with the manufacturer to have the machine fixed by an Authorized Service Center of the manufacturer at no cost to the customer. All parts and labor were covered, and the machine was returned to the customer in perfect working order. The customer then stated she felt mistreated due to not being told up front that freezing water would cause issued and wanted to return the items and we advised her to ship them back and we will arrange a refund. After hearing nothing from the customer we then received a Charge Back Dispute from the credit card company and the funds of the transaction were removed from our account. The customer still had all contents of their purchase, so we fought the dispute . After filing all documents with the credit card company they then sided with us since the customer returned nothing and was not responding back to our phone calls. At this point we still have heard nothing from the customer after many attempts. We then decided to send prepaid return labels to the customer for all merchandise to be return. The customer then disputed the transaction a second time and again we filed all documents with the credit card company who again sided with us. The previously sent return labels were never used and showed nothing being returned still to this point. Some time goes by and we then receive a package from the customer containing only part of what they ordered. The machine we received back was disassembled, not in working order, missing parts and not in original packaging. Also note the customer did not return the entire order, so the other pieces of equipment and supplies are still in the customers possession even though they are disputing and requesting the entire purchase price to be refunded. We then received a 3rd and final dispute notice from the credit card company to which we responded with the condition of the return and explained the dispute amount is for the entire order, but the customer only returned a portion of. This is now in the hands of the credit card company and their arbitration team as we have done everything they have asked us to do up to this point and we have tried to work with this customer to reach a resolution without success. 

  Customer response

  04/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  I purchased the machine as a Christmas gift to my husband. After several performance issues with the extractor, I contacted Detail King and requested a full refund. They then would not answer my emails or phone call(messages left), ignoring me completely until 2/22/23 when I received an email to send back my order. I sent back the water extractor on 3/24/23 after several attempts to ask for assistance in sending the machine back since the box was gone. I had to have a cardboard cut to the exact measurements so that we could remove the handle bar off the top and pack inside and send it back. The machine was not uninstalled and no parts are missing as stated, to get the machine to fit in the box we unscrewed the handle bar off that is it. The machine was delivered on 3/27/23 and never once has anyone informed us that something was not returned or missing. If Detail King wants the “vibrating waxer” back fine i have no reason to keep the “free gifts” that came in the bundle with the extractor. I just want my refund so I can move on and forget about this happening. I can attach all email communications that were sent in attempts to work through this and Detail King decided not to honor their refund/return policy, look to blame the customer, then keep my purchase money and they have the machine too. This is not right! They never informed me of any issues or problems, in fact they ignored me to avoid refunding me.
  
  **** ******
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  I also want noted that they state how they tried to work with me, but I’ve sent email to prove the opposite. Detail King refused to service the machine and fix it after I filed a dispute with my credit card company. I involved them because I felt the “big business “ would not help me the little consumer. They now have the machine, and my $1529.52, and all I have is a really bad headache ??. I understand things happen, but if I’m not satisfied I have the right to return the purchase. Be an honorable and respectful business, I work just as hard as they do.
  
  ****

  
  

  Business response

  04/28/2023

  The initial request for refund was refused only because all damages were caused by the customer leaving the machine in below freezing temperatures with water inside the unit. This was admitted by the customer and that is why they were OK with purchasing the small part initially thought needed to repair as they mentioned previously. It was only when they discovered the machine freezing caused additional damage to the machine’s internals, they became irate. We then stepped up and worked with manufacturer to have the machine seen at an Authorized Manufacturer Service center. The machine was then repaired FREE of charge and returned to the customer. All work is documented and submitted to the manufacturer and is associated to the serial number on the machine. All records can be obtained for the repairs based on your serial number. Our return policy on our website states the specifics of our return policy and you can read the section regarding the extractors seeing they are not eligible for return. We even made an exception to this rule and said we will send you return labels, and you can return all items for a full refund after you said you were still not satisfied. We spoke many times by phone, and you were going to decide with your husband what you would like to do. Time went by and we heard nothing from you but then received a chargeback notification for your entire purchase. There were no "Free Items" as you stated previously. The amount you are disputing is much higher than what the extractor would be on its own. We will not honor the full refund when not all items have been returned. You cannot get money back for items you do not return and that would be the case for any business not just us. You had mentioned the handle basket was removed and that is true but failed to mention the wastewater tank reservoir was also removed, hardware missing, and the freshwater tank drain cap. The machine is not in working order as returned.

  Customer response

  05/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I’ve read and declined the resolution from the merchant, as they are not telling the truth. My husband NEVER admitted to leaving the machine in freezing weather with water, THAT IS WHAT DETAIL KING ACCUSED/IMPLIED HE DID TO NOT ACCEPT THE RETURN! They have been in communication with me in fact just the opposite. I requested a full refund IMMEDIATELY when I called in and Jay or Jason spoke with me and confirmed they in fact DO ACCEPT RETURNS. They sent the label to me February 22 or 23 and it took me over two weeks to try and find a box to return the machine, which Detail King was informed of. At no time did Detail king communicate with me about my concerns, I have all email correspondence and can provide it. We have NEVER accepted being responsible or the cause of the metal ring cracking , the extractor was taken to the service center for another mechanical problem. The gentleman at the repair shop confirmed a completely different issue and advised us to return it to Detail King after repairing it once and it broke again. In fact he was told to NOT HONOR THE WARRANTY due to my charge back. How is that helping fix the issue or machine? As I stated earlier once I requested a refund, the communication stopped! I was left with a broken machine, and out $1529.52, while Detail King also has the machine in its possession. No parts are missing unless through shipping something happened to the box, why would I damage a machine, keep pieces, and return it to try and get a refund? This business is very shady, they do not have posted anywhere of a NO REFUNDS OR RETURNS in their website that I could find, but was told over the phone they did! This company can not get away with robbing consumers with their “big business” bully tactics. I also would like to address the amount of refund they claim it would be significantly less…I provided pictures showing an $18 difference! So if they need to deduct that I’m fine, but I returned the machine in the as requested and I expect my return! I provided emails showing the machine was not functioning and was refused repair.
  
  If you need anything further please reach out as this whole ordeal has my blood pressure sky high.
  
  **** ******

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  This email shows how the repair shop was told not to fix the machine due to charge back. So how could the machine be in working condition as stated in merchants response?  (see attachment)

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  I have again contacted CitiBank to reopen my dispute based on contradicting responses made by the merchant. Detail King continues to find reasons to not honor my refund even after I returned the machine(water extractor), with the label they provided, but not the chemicals and vibration polisher as stated in our phone conversation (few days ago). I looked on the website and the price difference is under $100, so if they choose to keep that amount I would have no objections. But to have the machine in their possession and still keep my money can not be legal!

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  Sorry I keep forgetting to include the case number with my emails. Here is a letter from my credit card company , rebutted the merchants claims that Citibank twice found in the merchants favor. (see attachment)

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  As to the extractor being disassembled, we only removed the metal handle bars and black plastic tank to fit in the box. All screws were in a plastic ziploc inside the box. The looks of the picture they submitted, it has not even been unboxed yet, so why say things are missing? I’m confused but yes I think this is all.
  Thanks for all your help,
  ****

  
  

  
  

  Business response

  05/05/2023

  Your credit card company sided in our favor multiple times based off the facts of what transpired. The credit card company's arbitration team also sided with us again based off the facts. We are going to ship the machine you returned to us back to you at no charge as it is rightfully yours. We will take the time to reassemble the machine, replace the missing parts and ship back in proper packaging. 

  Customer response

  05/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [as you can see in the enclosed letter dated 4/17/2023, they DID NOT FIND IN THE MERCHANTS FAVOR IN FACT THE OPPOSITE.]
  
  Regards,
  
  **** ******
  
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  I sent a copy of the letter from Citibank dated April 17,2023, clearly states that the “merchant” Detail King REFUSES to refund the provisional credit issued, NOT THEY FOUND IN FAVOR OF DETAIL KING! The merchant is a fraud, and now is stating he is going to ship the BROKEN machine back to us…HELP
  
  ****
  
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  Here is the latest letter. It never states “it found in the merchants favor” in fact they state they’ve exhausted all their resources to resolve this matter. I will not accept the broken machine back, I want my credit back on my card, I do not want to do any business with this merchant.
  
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  Below are two different letters, one dated 4/05/23 and the second 4/17/23, and both state “ME TO RECEIVE CREDIT FOR THIS CHARGE” . Never has it been established that Citibank found in favor of this merchant! Citibank acted on my behalf and too was unable to get the merchant to return the credit for the charge. This is now why I’ve reached out to the BBB for help!
  Also this merchant states they will be mailing the broken machine back to me. I will not accept this broken machine back! They agreed to take the machine back otherwise they would never had sent the post paid return label to me. They just refused to answer me and help with finding a box to transport the machine back, that is the reason for the delay of the return.
  I have constantly stated my dissatisfaction with the purchase and merchandise, within 30 days of purchase. I would’ve been open to them replacing the machine about 4 months ago, now after their shady practices and untruthful  responses I choose to take my business elsewhere.
  
  Regards,
  
  **** ******

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