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Consumer Complaints

BBB Accredited Business since 09/15/2003

U C R, LLC

Phone: (937) 253-8898Fax: (937) 252-7422

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Customer Complaints Summary

2 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Advertising / Sales Issues1
Problems with Product / Service1
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints2

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (2)
01/06/2014Problems with Product / Service | Read Complaint Details
X

Complaint
I Ordered a part for my printer. The part I received was not new. Asked for a return for a full refund. They still took a restock fee.

Oh, and they took forever to ship.

Deceptive advertising. They deliberately obfuscate the condition on the website."

Below is the details of the original order:

Order Number EXXXXXX - Friday, October 18, 2013
Products
Quantity
Unit Price
Total
HP - Q6718-60047 - Factory Direct
Z3200 Formatter FW 11.0.0.x Sv
( this part will be invoiced as "SHPQXXXXXXXXX@" - guaranteed 100% compatible with "QXXXXXXXXX" )
1
$766.12
$766.12

Product Cost
$766.12

Shipping & Handling
$12.50

Tax
$0.00

Total
$778.62
Customer Billing Information
Customer ID:
****** (EXXXXXX)
First Name:
*******
Last Name:
********
Company:
Address:
XXXX XX** **

City:
********
State:
**
Zip Code:
XXXXX
Country:
US
Email:
***@*********************
Phone:
XXX-XXX-XXXX
Customer Shipping Information
Name:
*** ********
Company:
Address:
**** **** ***** **

City:
********
State:
**
Zip Code:
XXXXX
Country:
US
Payment Information
Payment Type
Mastercard

*NOTE: Credit Card charges will appear as UCR on your statement.
Shipping Information
Shipping Method
Ground (3-5 day) 12.50
Comments/Other
Salesperson
None
Comments

Desired Settlement
full refund.

Business Response
This particular order was shipped directly from HP, the manufacture. HP will charge us a restock fee for returning the part to them. The restock fee is simply passed on to the customer.

This part is described with a part condition of "factory direct". The details on the site for the factory direct part condition are as follows "Factory Direct parts are parts that originate directly from the manufacturer of the printer, laptop or computer. These parts are factory packaged and have been tested by the manufacturer to meet all specifications. Factory Direct parts are typically distributed through the service provider warranty repair channel. Therefore, factory direct parts do not have colorful consumer product packaging and manuals". We feel that the publicized description of the part is accurate. We do not use the word new in conjunction with the factory part condition so we don't feel that the customer was misled into thinking it was new.

The customer has also stated that he is unhappy with the part condition and therefore does not think he should have to pay the restock fee. This is not the true reason as he stated in his first RMA request that he wanted to return the part due to it not fixing the problem that he has with his equipment.

Here is a copy of what he said the reason for return was in his first request; "I used this part to replace the one in our printer, but it did not solve the issue. I took care to repack it carefully, so that it is in the exact condition in which it was shipped to us." Then over two weeks later he filled out another RMA request stating he was misled and the part was suppose dot be new.

His email confirms that he used the part to help diagnose his failed equipment. We feel like our return policy is fair. Due to the special order nature of the part we will be charged a restock fee at HP so it is fair that he pays a restock fee as well.

08/05/2014Advertising / Sales Issues | Read Complaint Details
X

Complaint
Called and ordered a top cover for an Asus laptop of mine, they quoted me one price, then later on that day quoted a new higher price.
Called and ordered a top cover for an Asus laptop of mine, they quoted me one price, 77.11 shipped, then later on that day quoted a new higher price, 103.78 shipped. This is not only bad business but constitutes fraud and a scam. They offer to let me return the part and they refund my money but do not tell me that they will take out a restocking fee, but if I do this I am still without a part that I need. I am an honest small business man trying to make it and cannot afford a company that acts like this. Also the orginal price quoted and accepted constitutes a contract which they broke when they requoted after having me over a barrel with having my payment information and knowing I need the part which is also what makes this illegal, wrong, and bad business.

Desired Settlement
I want the difference of what was charged and what was quoted refunded to me minimum and I get to keep the part, they can also refund the full price of the part and shipping if they wish and let me keep the part their choice but I want at least the original contract of sale honored.

Business Response
We do our best to keep over 300,000 factory parts updated with respect to pricing. We had to order this part from Acer and when we started the order we noticed the price had went up. Occasionally the manufacturer will change the price. All of the manufactures in the parts channel reserve the right to change the price. This is the reason we make the message below come up on every order.
Message on every order: "Item availability and current pricing is not always available real-time. If the manufacturer of an item informs us that the item is unavailable or that the price has changed, you will be contacted within 1 business day of our notification"
The customer did not see the message as he phoned in his order but it shows we are committed to notifying customers of any price change. We notified the customer immediately about the price change and asked if he would like to cancel the order or continue with the order. The customer was in no way committed to the order nor had we charged his credit card at that point. The customer elected to continue with the order.
It was only after he received his part that he started making these demands despite the fact that he elected to continue with the order as compared to canceling the order prior to any charges to his card. We would be happy to forward his email to us asking us to continue with the order. It is a ridiculous demand to want a refund of the part, plus the shipping and he wants to keep our product. We have never heard of such a process.
We are not following his comments about a contract as we have no contracts related to purchasing spare parts.
We are still willing to refund his money in full and will pay for shipping to get the product back to our facility. We will also not charge a restocking fee in the interest of customer service.
In summary the customer's choices are to keep the part at the price he agreed to in the email he sent or send the part back for a full refund.




Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
They are running a scam. They have you over a barrel since the part is ordered from them, so since I need the part i either go on and order it or the computer stays broke no matter what they charge. As far as the contract part, any sell is a contract, if you need to talk to a business lawyer he will tell you so, finally I need the part to fix the computer and you ignored the part where i get only the difference back from you of the originally quoted price and the charged price, which is fair and is common, also the other option is common and can be preformed although it does hurt the business. I have had business law courses so I do know about contracts, and I do know that you also are trying to take advantage of me by saying that we did not have a contract when every sale you make is a contract. Your agent that sold me the part would not even talk to me till he had drank his coffee, and then quoted me one price which is what I expected and am asking to have paid for. Even in my own businesses if I quote a price I am expected to honor that price, not re-quote it shortly after the the acceptance of the original quote and expect to get more for my services.

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