I called to order a four post vehicle lift. Was told that the lift I wanted was not in stock but they would offer a larger capacity lift for the same price. The only downside is that not as many accessories would come with the larger unit. I weighed the pros and cons and decided to go with the larger lift they were offering. Order was placed 10/14 and was informed it would take 10 days to process the order. I was also told that once the order was ready to ship they would call and give me the carrier information and delivery date. I thought it was a bit odd that it took 10 days to get an order out. On the 11th day I called to get an update. I was told that the lift had not shipped and it might be another few days. Then on 11/7 I received my credit card statement and saw that I had been charged the day the order was placed. Thats wrong, wrong, wrong! I had been charged for something they did not ship. I called and asked that the order be cancelled and my credit card refunded. That request got me to the sales manager. He proceeded to offer me a 5 year protection package if I kept the order in place. Then I was told they did not have any lifts to ship and were waiting for a container to arrive from overseas and it was already past due and they had no idea when it would arrive. What? I was getting very uncomfortable at this point but was thankful I used a credit card instead of paying via check. At least with the card I had some leverage as the credit card company would help if needed. I asked for the order to be cancelled and my card refunded. The sales manager was never apologetic through this process and that peeved me. This was totally unacceptable, unethical and poor business practice. On 11/17 I checked if my card had been refunded and it had NOT. I called Complete Hydraulic Service and Sales and asked to speak with accounting. Accounting pulled up my order and put me on hold for a few minutes. Then I found myself talking to the sales manager again. He informed me that they now had lifts in stock and they would ship out 11/22. I proceeded to tell him that I was suppose to already have a refund and because of their negligence I was now going to pay interest on an account I never carry a balance on. He told me there was nothing he could do. And again, was very matter-of-fact about what he was telling me. So I had to make a decision, assume he was telling the truth and get the lift and pay interest or get nothing and pay interest? Who knows how long it would have taken to resolve the refund issue if I cancelled (again)? Against my better judgment I told him to ship it. Buyer beware! I cant believe they can continue to stay in business treating customers this way. Terrible business practice.
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