ComplaintsforNational Auto Tools

• Initial Complaint

  01/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered a lift from these people terrible mistake!! It was a 2post lift had a installer come out he immediatkey let me know i was missing multiple bolts and mounting hardware contacted them they sent me some bolts and some anchors lift is up installer tells me it doesnt work. I contact them they tell me ** this happens alot let ** send you a new push button paid someone to install still didnt work have to manually hit the contact with a screwdriver very dangerous had the installer take down the lift and now they wont give me a **** a truck is coming and telling me I may be charged a 50 percent restocking fee on a lift that didnt work absolutely ridiculous stay away!!!!!!

  Business response

  01/12/2024

  We have made every attempt to resolve the customer's issues. We sent the customer all parts he requested. Customer refused to troubleshoot any issue he may have. We have accepted customers request to return item and we have requested a picture of item ready to be picked up and returned to us. Customer refuses to send a picture of item packaged ready to be picked up for return. We are unable to send a freight truck to pick up item without first having a picture confirming it is packaged according to the requirements of the trucking company. Customer still has every opportunity to simply send the requested picture and we will facilitate sending a truck to pick up the item to return to us. Awaiting customer's photo either here, to our email, to our cell phone via text that we have supplied multiple times and customer has, or through the original purchasing channel's message system. 

  Customer response

  01/12/2024

  Complaint: 21135092
  
  I am rejecting this response because:

  Is it commin practice for me to troubleshoot a piece of bew equipment?
  
  Regards,
  
  *****************************

  Business response

  01/12/2024

  Yes. That is common place for a product under warranty to require troubleshooting to solve the issue. However, in the case that the customer refuses to troubleshoot and solve a simple issue, we sometimes accept a return request. In this case we accepted the return request. 
  
  We simply asked for a picture of the item packaged for shipping and return to confirm that the freight company would accept it at time of pickup. Customer has refused to send us this picture. We know he can send a picture. He sent pictures of parts to our cell phone. He sent other pictures to us through the original purchase website. We await a picture of the item packaged ready for return so we can schedule a truck for pickup.

  Customer response

  01/12/2024

  Complaint: 21135092
  
  I am rejecting this response because:

  This is exactly why I filed a complaint sending out new non working items send the truck!!!!!!
  
  Regards,
  
  *****************************

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