Complaints

This profile includes complaints for Westech Fuel Equipment Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Westech Fuel Equipment Company

  195 W 3900 S Salt Lake City, UT 84107-1433

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  Westech Fuel Equipment Company

  PO Box 57307 Salt Lake City, UT 84157-0307

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.

• Initial Complaint

  Date:04/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Order number ***** Date Ordered: Friday 24 March, 2023 1 x Economy Rotary Hand Pump (ZE961) = $107.55 Item was described on the Westech website as "for use with Gasoline". However, manufacturer's instruction manual states "do not use with gasoline". I brought this to the attention of Zach L***/Westech Customer Service, by way of email with photos of my order and the conflicting information about the pump. I advise that I could not use the pump and requested a refund of my purchase price and taxes. He initially asked if I would return the product first before refunding my purchase and sent a UPS shipping label. I advised this was not acceptable to me and I later spoke with Fred J****/President via telephone, reminded him that the error in ordering the pump based on the company's false description was not mine, and advised I would prefer the refund on my credit card before sending back the pump. He verbally agreed to that request and I later received an email from Zach stating that my refund was "currently being processed". However, subsequent to those communications, I was contacted by Kristy S****/National Accounts Manager via email advising that the verbal agreement with Fred would not be honored and they were again requiring that I send the product back to the manufacturer for inspection prior to processing the refund. I do not trust a company that will mis-advertise a product, make a commitment to a good-faith customer service refund prior to receiving their product in return, and then retract it. I therefore, request BBB's assistance in obtaining my refund, after which, I will return the product to the manufacturer as requested. Thank you *** ******

  Business Response

  Date: 04/26/2023

  There is definitely a dispute of the facts. Mr. ****** did order some equipment from us. One of the items he purchased was a pump. He wanted to use the pump with gasoline. For the last 30 years we have been selling that pump for use with gasoline. Nothing has changed with the pump other that another company purchased the previous manufacturer and changed the product application to no longer include gasoline. We did not know that the manufacturer had made this change, they did not notify. When Mr. ****** contacted us, we immediately reached out to the manufacturer to confirm. The manufacturer confirmed that the pump would still work just fine with gasoline, but if the customer was uncomfortable with using it with gasoline they would issue us a credit upon receipt of the pump. The manufacturer issued a pre-paid freight call tag to Mr. ****** so that he could return the product free of charge, and we offered him full refund on this pump upon receipt of the pump. We have put all of this in writing to Mr. ******, processed the credit paper work, sent him an email copy of the credit, and were waiting for the manufacturer to notify of receipt of pump to process the refund with the credit card company.  This is in accordance with our standard terms of sale, which are the terms of sale which Mr. ****** agreed to upon placing his order. Had he not agreed to these terms the order would have never been processed and the merchandise would have never shipped. 

  To date, we have acted in good faith and have done everything we could to resolve this matter. We do not understand why the customer will not just put the pump in the mail, its paid for?  Return of merchandise before receipt of a credit card refund is standard and customary and is in good faith. 
  

  We have offered Mr. ****** everything he has asked for, we just require the merchandise be returned before issuing the credit card refund. We do not make verbal agreements, and Mr. ******s tactics are just semantics. When we tell someone we are processing their refund, we are going through the steps to make that happen. Please see the attached a copy of our standard terms of sales as well as a screen shot of the website checkout page showing how Mr. ****** had to agree to these before the order would be processed. (Please note from the attachment the return terms are not in fine print, they are very readable and right by the acceptance). 

  We sincerely apologize that the application for this pump changed without our knowledge. We have done everything we can to remedy the situation, except for issue payment refund before receiving the merchandise back. If Mr. ****** has not damaged or ruined this pump, the manufacturer should be able to clean and refurbish it and re-sell it. We did not knowingly mis-advertise a product, and we did not make verbal agreements that differ from our standard terms of sale.  This pump is $115.00, and we have all spent more time on this than the pump is worth, but we adhere to our policies and to our agreements. Upon receipt of the returned pump as per our terms of sale, Mr. ****** will receive his credit card refund. Mr. ******s attempt to verbally alter our standard terms in order to obtain a refund and keep the merchandise is the bad faith in this entire transaction. We have made every reasonable, good faith effort to resolve this. Mr. ****** has filed complaints, made bad google reviews and attempted to slander our business. 

  We appreciate the BBB and the opportunity to make this reply. We have taken this opportunity  to review our procedures, standard terms of sale and return policies, which again we have found to be standard and customary. Thank you! Please let us know if you have any questions.  We have uploaded our standard terms of sale and a screen shot of the website check out page for review.

  
  

  Customer Answer

  Date: 04/27/2023

  
  Complaint: ********
  

  The excessive wordiness and references to standard and customary return policies in Westech’s written response to my complaint and BBB's inquiry does little to change the matter at hand, as the statement “…and we did not make verbal agreements that differ from our standard terms of sale” is a flat out lie.
  

  At my request, Fred J****, Westech President, agreed over the phone that he would refund my purchase price for the pump prior to receiving the returned product. I assume he made that promise because he realized that the entire difficulty with the transaction was the result of a documented Westech error and not simply buyer’s remorse or a purchasing error on the part of his customer. In other words, I believe that he made the decision that he should probably forego the “standard terms of sale” and actually assist his customer, who was experiencing some distrust of his company. If Mr. J**** is able to deny the fact that he made such an agreement, then he and his company have, once again, reinforced my distrust of Westech Equipment.
  

  I consider a verbal agreement similar to a handshake. Westech may, indeed, have cold, written, legal documentation to use against their customer, who made a purchase in good faith. But if he is unwilling to honor his commitment made during a phone conversation, then Mr. J**** is basically denying that we ever shook hands. Therefore, the negative reviews placed on Google and other such outlets are legitimately expressed to show dissatisfaction with a vendor that does not honor its commitments, whether verbal or otherwise. I will be happy to retract them, and my BBB complaint, if Westech is simply willing to honor Mr. J****’ promise and refund my money. The pump is in perfect condition and has been packaged, sitting in a box next to my desk, waiting to be shipped to Zeeline since the refund promise was made. 

  Bottom line: I have Westech's pump and Westech has my $115,00. I am asking BBB to intervene and help me mitigate the risk of losing my money to a company that has already shown its willingness to be combative and untruthful in its dealing with customers.
  
  Sincerely,
  
  *** ******