ComplaintsforIdis America

• Initial Complaint

  03/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased security cameras from "Salvatore" the end of January 2022. 2 weeks later we were told by our customer that he hated the cameras and wanted them removed. We contacted "Salvatore" our sales rep and he said to send them back via FEDEX and we would be responsible for a 15% restocking fee which we were ok with. A few weeks went by and I reached out to check the status and we were advised since the cameras were opened there would be ZERO refund. We are a small business and maxed out a company credit card in order to purchase this equipment. We were never disclosed that ALL SALES ARE FINAL. In fact on your invoice it states "15% restocking fee and all returns must be within 45 days". As of todays date Salvatore has been abusive and disrespectful when trying to speak with him and nobody from the company has contacted us despite numerous emails and phone call attempts. We want our credit card refunded. At this point you have BOTH possession of your cameras and possession of the $4K which we have paid.

  Business response

  05/12/2022

  Business Response /* (1000, 5, 2022/03/21) */ As stated on the invoice we will take products back with the understanding of a 15% restock fee. However the second part is the customer has to contact our RMA Department phone and email are provided. This was not done by the customer as they returned the products without prior notice or authorization from our RMA Department. Even though the policy was not adhered to we proceeded to inspect the returned products. We noted that a few items could be returned however the remaining product were damaged to the point they could not be resold as new or used at this point. This was explained to the customer very clearly and we credited back the appropriate amount. Based on the fact that the customer did not follow the RMA Policy then made unfounded claims regarding our products performance then threatened legal action along with disparaging employee's who were correctly following the RMA Policy we feel we went above and beyond regarding this situation. And we are in the process of sending them back the products we could not give credit for at our cost. Please see the attached Invoice and RMA Policy note highlighted areas. If you have further questions or need further information please feel free to call me. Consumer Response /* (3000, 12, 2022/04/07) */ ***Document Attached*** This case is NOT CLOSED as this company still has offered no refund (and in fact sent an invoice for an additional $300) and has made no effort in returning the equipment. Please note that we were advised by our salesmen "SAL" to mail the cameras. He never advised us to contact a different department. This company is a fraud and has abusive management to their customers. I have email proof of the abusive and threatening emails that were sent to me. I want a refund. Period. Please see the attached receipt which shows they received all of the equipment per the direction of their sales manager "SAL". Business Response /* (4000, 14, 2022/04/08) */ As previously noted the client did not follow the Return Policy that was clearly stated directly on their Invoice which the client herself circled to highlight the policy, this document was supplied to the BBB. In short it says we will take back products within 45 days of the initial purchase and then it continues to say for said return request email or call the contact information which is also provided. The client saw and understood the first part and completely ignored the second part, how is this our fault? The client instead calls our local rep and claims that she was told to just send it back for a refund even though she show what was noted on the invoice. If the local rep gave her those instructions as I stated to her IDIS will deal with that situation as a separate matter which we will not be discussed in this forum. Even though our policy was not followed we evaluated the returned products and decided to extend a refund for a portion of the order. However the rest of the products were in no condition to be taken back and sold as new as stated before (please see pictures showing an example of the condition of some of the items). We cannot and will not give any further refund based the condition of these products and yes the items will be returned to the client. As to the emails the client is referring to in no way are they threaten or harassing in any fashion. On the other hand the client continued to insult and slander myself and other in said emails which I also have the same copies she does. The client stated that if we would not acquiesce to her demands she would one report us to the BBB and take legal action. Our response is as you've noted when it comes to your organization and in turn if legal action is taken which is her right I informed her then we have the right to defend ourselves. At this time we consider this case closed and have nothing further to offer.

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