This business is not BBB accredited.
Phone: (720) 473-7100 Fax: (866) 965-0400 View Additional Phone Numbers 587 S Taylor Ave, Louisville, CO 80027
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This business is not BBB accredited.
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BBB rating is based on 13 factors. Get the details about the factors considered.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||2|
Licensing, Bonding or RegistrationMany local municipalities, townships and counties have registration, bonding and/or licensing requirements. The BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met. Permit and license requirements for regulated industries in the State of Colorado can be viewed at the following website: http://www.colorado.gov/pacific/dora/licenses-and-permits-0 To view the registration of a business with the Colorado Secretary of State click below: http://www.sos.state.co.us/biz/BusinessEntityCriteriaExt.do
Type of Entity
Business ManagementMr. Adam Pitale, President
Car Wash & Polish Equipment & Supplies
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
THIS LOCATION IS NOT BBB ACCREDITED
587 S Taylor Ave
Louisville, CO 80027 (866) 965-0400 (720) 473-7100 Directions
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Additional Phone Numbers
- (866) 965-0400(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
Read Complaint Details
Complaint: Failure to honor warranty. Failure to reply to several emails asking for help. Dissatisfied with products. On 11/12/2010 I purchased a Flex **** VRG Polisher (Order ******) from *************** with a Lifetime warranty through ***************. On Sunday May 18th I experienced the Polisher giving off a burning odor followed by it smoking. I contacted the company with an in detail message regarding the issue and I was informed, by the company CEO, that it was probably a Backing Plate issue and would cost somewhere around $** (discounted roughly $** retail) to replace. I was shocked at how fast of a reply I got and was please. However the emails stopped that night (May 18th) and I have yet to hear from anyone from the company again after sending 3 additional emails (4 total). I contacted a former employee (who I might add left on good terms and I have proof of that) and was told that this should in fact be covered under warranty. Thus sending the final and 4th email back to the company on Monday, which I still not received a reply from. After not receiving replies to my emails I realized I would be unable to complete a full detail for a paying customer on Friday May 23rd, so I had to cancel that appointment due to the broken machine. In turn that customer was unhappy and took his business elsewhere resulting in me losing money and possibly any relations with that customer in the future. I also have a complaint about a product purchased in fall of 2013 which is not meeting satisfaction and request the 110% money back guarantee. I purchased their new Finishing Polish and a white MicroFiber Pad due to the discontinuance of their Fine Machine Polish. I had a problem with the results not being anywhere close to good and actually made my paint look worse which I was able to correct by purchasing some of the discontinued product from a reseller that still had some in stock. I attempted to get help on their Forum and many people (including employees of the company) had good suggestions but still poor results (Which are documented on ****** Forums as well as photos I have saved). I would like to point out that in the past (prior to March 2014) 5 years I have never had any issue with the company and service has been outstanding. Also this is my first time ever requesting any type of refund from this company. However I do not appreciate being ignored, I do not like losing money doing side jobs, and I do not like not honoring Lifetime Warranties.
Desired Settlement: I would like the company to refund my 110% on my purchase of the Finishing Polish and Microfiber White Pad ($*****) and ether pay for the replacement backing plate for my polisher or send me one free of charge, thus honoring their Lifetime Warranty. I would also like a signed letter acknowledging Lifetime Warranty of said machine with serial number, purchase date and order number documented within the papers.
Business Response: Initial Business Response /* (1000, 5, 2014/05/22) */ Thanks *****, Yes, we will refund your purchases, and get you an RMA, as we do for any customer return. Emailing our customer service and requesting an RMA is all you need to do: ************************ We suggest you also return the Flex Polisher, as we cannot replace the unit, as we no longer carry them, but a refund should be acceptable. Please package up and return all products noted above, and when they arrive at our HQ, we will refund your purchase, 110% per our guarantee. You will have a replacement backing plate for your Flex tomorrow, so you can do your detailing jobs over the weekend. Then, next week, when you buy your Rupes from one of our competitors, you can return ours. Please, in the future, simply contact me directly via email, and not PM's through the Forum. Per our customer service and product guarantees listed on our website, our customer service team can only help you if they hear from you. Thanks, and I hope this is the kind of solution you would be satisfied with. Sincerely, *********** Initial Consumer Rebuttal /* (2000, 8, 2014/05/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept this response. I will be returning 2 items with the RMA provided. I did get to speak to this company via email after submitting this BBB complaint. It was handled rather quickly but I did not really appreciate the tone taken. Nor being accused of not following the proper course of action when I most certainly did. So for the record I have attached several emails. I will not be returning the Flex Polisher, I do not know where I made that suggestion or request but that was not the intent. I did receive a replacement backing plate from *****s. I was hoping to work things out better and be on better terms with this company once again and maybe continue business but I see from the, once again, lack of response to my Flex ********* (attached document) that doesn't seem like it will be the case nor do they care.
Customer Reviews Summary