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Business Profile

Construction Equipment

Vermeer Heartland

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Construction Equipment.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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  • Initial Complaint

    Date:09/30/2022

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We have purchased several pieces of equipment from them over the years. Now their service department is always 2-4 weeks behind because of staffing. You can't even get an oil/hydraulic filter/fuel filter change. The worst part is they can't even advise any other company to assist so I've had to call around for another company to help. If they had their way, we'd leave our equipment there for weeks just to get a filter change. We've been trying to trade a piece of equipment for a new one for months. We have to keep contacting the sales agent because he's not proactively contacting us with status updates. He always says he doesn't know when the machine will be in, just he'll get an email a day prior. I called corporate and they said we should be getting better information about new equipment. It took several days just to get a trade in value. They're always supposedly busy but there's rarely any customers at the parts counter when I come in. We're frequently having to pay for parts to be overnight shipping because they aren't in stock. The other day the technicians were all outside watching a large piece of equipment loading for over 30 minutes yet they're slammed busy? I understand wanting to watch. Today I spoke with another tree person and they said they've noticed some of the same issues. He said they're always in the break room having coffee.

    Business Response

    Date: 10/20/2022

    Business Response /* (1000, 5, 2022/10/11) */ Yes that's correct, they've purchased several pieces from us over the years and we most certainly appreciate their prior business. Right now we have several issues we're dealing with, as are all equipment dealers in the US: 1) Supply chain issues, we have new machines / parts on order that we'll not be able to receive and or deliver in 2023', some already into 2024'. 2) Service backlog on used equipment: Due to the delay in new equipment deliveries people are running their used equipment longer. This has increased our backlog into the 4-6 week range, which has now become the norm at equipment dealers. We're doing our best by working overtime to decrease lead times, but again, that's where we are @ current 3) Technicians: While we'd like to hire additional technicians, it's very difficult to do so. (No one's looking for work) We will not hire techs who perform work that will require consistent re-work as we have a reputation as doing quality service. We want to maintain that reputation, even if it means taking longer to complete the work. Unfortunately, the comments about techs standing around watching are not valid. One was myself as manager and it required every single person to load the 100,000 pound machine with no engine onto a drop deck trailer. Our techs do take two 15 minute breaks and one, (1) hour lunch break each day. We also manage our parts inventory through CDK Intelli-Dealer (our operating system) which tracks the parts we stock and which we order. Keep in mind, we may have sold a large quantity of the exact parts your trying to pick up and then be out of them at that time. (Thus then needing to overnight if you cannot wait a day or two for the stock order to arrive) Anyway, please understand that we do appreciate their business, yet these are "trying" times we've not experienced in my 30+ years with this very same company. For what it's worth - Thanks !

Vermeer Heartland is NOT a BBB Accredited Business.

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