ComplaintsforBraun Northwest

• Initial Complaint

  09/14/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Over a year ago, prior to July 2020, I had contacted Braun about a used cab and chassis they had put out for sale. I have been looking for this specific sized one for quite some time now, and had already dealt with not getting one that I was told would be sold to me. As soon it had came out on the lot I had contacted **** who deals with the used ones, and let him know I would like to purchase it. He had let me know it wasn't available to purchase yet, they were waiting on the title, but would take my information, and I was the first in line to purchase it when it was ready. I offered to put down a deposit, or pay for it ahead of time to ensure that I actually got it this time, but was assured I would since I was first on the list. Months went by and they still didn't have the title. Phones calls and emails started not getting responded to and was being ignored no matter what I did. Finally reached someone a few weeks ago, and they sold it to someone else and lied about it.

  Business response

  10/05/2021

  We sincerely apologize to ********************* for her unsatisfactory experience while trying to purchase a used cab chassis from Braun Northwest.  We fell short of our high customer service expectations, primarily in timely and appropriate communications.  We are very sorry for her inconvenience and hurt feelings.
  
  Not to be used as an excuse, but to help clarify a few issues, the following is a list of the many extenuating circumstances during this sale process:
  
  By far the largest issue has been the ***** crisis.  Like most businesses, we have been greatly impacted by the pandemic.  We have been short staffed and forced to prioritize all aspects of our business operations.  First and foremost, we manufacture custom high quality emergency response vehicles to our nations first responders.  That has been our main focus, leaving smaller ancillary parts of our business, such as used cab chassis sales, less attention.
  
  As a matter of policy we do not accept deposits on used cab chassis.  We did not accept one from ************** nor have we accepted one from any other cab chassis customer.  These units are on a first come first serve sale basis.
  
  Because of storage limitations, we park all used cab chassis in the same area, whether they are ready for sale or not.  In this particular situation, the chassis that ************** was interested in was not yet available for sale due to the fact that we had not received the title from the former owner yet.  Oftentimes it takes many months of continual pestering to receive the title, which was the case in this situation.
  
  To make matters worse, early in 2021 numerous chassis on the Braun Northwest lot had their catalytic converters stolen in the middle of the night.  One of the chassis affected was the one ************** was interested in.  During the theft, further damage was done to this unit, and there was a concern about its road worthiness.  We were seriously considering scrapping this unit and had already taken a few parts from it for use on other vehicles.
  
  Another buyer came in to purchase multiple cab chassis units in July.  This buyer unexpectedly showed interest in the damaged unit and offered $800 for it.  A decision was made on the spot to accept the offer so we could clear it off our lot and not have the expense and time- consuming task of scrapping or otherwise selling/disposing of this unit.  The decision was made for business expediency only.    
  
  
  It is very important to stress that Braun Northwest strongly disagree with **************** assertion that she was discriminated against.  We treat all customers, employees and vendors equally and fairly.  ************** states that she was looking to spend $2,500 on this chassis, yet Braun NW ended up selling it for only $800 due to its poor condition.  We have not, will not, and do not, take advantage of anyone.
  
  In conclusion, we again sincerely apologize to **************.  We fell short in communicating with her on a timely basis. We will endeavor to improve on this in the future.  However, there was never any ill intent or purposeful negative actions by Braun Northwest against **************.  She is always welcome to come back and look over our available used units anytime during our normal business hours

  Customer response

  10/07/2021

   
  Complaint: 15863878
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer response

  10/13/2021

     To respond and tell me that it's heavily due to the "Covid crisis" is bologna. I've been dealing with this same issue with this company well before Covid came into play. There has always been an excuses of some sort why they didn't follow through on their word. This last issue, is what took it over the top. I understand that my small purchase isn't what pays their bills, but that shouldn't mean ignoring the smaller customers. I was told specific things and lied to about it. Two days actually before the chassis was sold, I had made yet another phone call to **** (the only person who deals with the used cab and chassis) and my call was yet again ignored. When I was able to finally reach someone in the front office, and transfer me to him since he didn't answer my calls directly, and would just forward me to voicemail, he told me that it went to the scrap yard, even though I was told different. I had already talked to them after the catalytic convertor was stolen and told them I still wanted it. So again, saying you sold it for $800 because of that, you they didn't even offer me a chance to buy it for the original $2500 that I was told. Everyone there that has anything to do with the receiving, titling, and selling all had my information. I had been told that it wasn't sellable because it didn't have a title. If it didn't have a title, how was it sold to this gentleman that came in and bought several of them? I checked again with DOL and was told that it was Registered on 9-13-21, not titled in Washington. If that was one of the reasons why they couldn't sell it was because they didn't have a title, why didn't they call me when it came in? I have spent countless hours trying to purchase now, 3 different chassis from them. I don't appreciate it either, when calling them out on their lies, ****'s response is, well don't buy from us then. What kind of customer service is that? Instead, own up to your lies and actions, and make it right!

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