BBB Business Review
This Business is not BBB accredited
Complete Hydraulic Service
Phone: (317) 736-5094 View Additional Phone Numbers 130 Commerce Park Drive, Franklin, IN 46131 ! There is an alert on Complete Hydraulic Service !
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This business is not BBB accredited.
Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that lowered the rating for Complete Hydraulic Service include:
- 90 complaints filed against business
- Failure to respond to 44 complaints filed against business
- 3 complaints filed against business that were not resolved
- Overall complaint history with BBB
- Business has failed to resolve underlying cause(s) of a pattern of complaints
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||27|
|Total Closed Complaints||90|
Additional Complaint Information
This company has a pattern of complaints. Specifically, complainants allege having ordered and paid for hydraulic lifts that were not delivered. Complainants also allege the company does not return phone calls.
The BBB received this response from the company CEO on October 9, 2012:
"Your main concern as stated was: You said, “Specifically, complaints alleged ordering and paying for hydraulic lifts that are never delivered and the company not returning phone calls”.
In reference, I have done some extensive research since receiving your letter and into your questions and with our operations manager. To insure you know about our type of business all our product that customers purchase is manufactured for us and comes from Asia or North Korea as I stated above that they are purchasing from us. We purchase product from Asia and from various vendors within North America. Many of the orders in which you possibly are referencing could be “SPECIAL ORDERS”. When a special order is placed it could take up to 90 – 120 days before delivery to the USA depending on the type of product and manufacturing time in the pipeline with shipping, water, customs, delivery, etc. We explain this to the customer at the time of the sale and in many cases they seem to forget about the lead time of the product they want.
When we receive a telephone call from a customer with any type of a complaint that phone call is directed to the Operation’s manager of the corporation. We have an automated telephone system that forces our sales staff to answer the 600 calls or more daily. Our sales team has no control as to where the customer ends up within the automated system. The customer is responsible for getting to the correct department by a voice prompt attendant that they choose. In looking into this deeper we did find that there was an extension number within the automated voice prompt system that customers were trying to leave voice mails in that was not being monitored. So, we did not know to call many of the people back. Such as late delivery, refunds, status, etc. Many times the voicemail in the mailbox was simply customers hanging up and leaving no voice mail message at all. Or like they may have had the wrong extension number and just hung up. So, we took this prompt and extension out of our phone system this week. We also added a prompt to follow up on shipping status of orders for the calls that came into the organization. It directs the customer to email Shipping@CompleteHydraulic.com and the Shipping & Warehouse director would get back to them about their order within 48 – 72 hours from their e-mail. This will help to fix this issue in addition, we did the same for customers wanting refunds to reply by e-mail to Refunds@CompleteHydraulic.com and someone would get back to them within 48 – 72 hours as well.
You made reference that hydraulic lifts are being paid for and not delivered. We disagree with this. We have two choices. Deliver the products that were purchased or refund the monies paid. Please also understand that some of these products are special order. We would not simply give back a refund when something was manufactured “SPECIAL ORDER” for any customer. As you know this is why companies take payment for the product in advance so the company is not left hanging out to dry when a customer decides they simply don’t want to wait after agreeing to in the first place. I feel communication in this area is very important to the destiny of the order when customers start wanting their order. I also feel, maybe, some of the telephone calls not getting through the phone system added fuel to the flame on this issue. The two e-mail boxes above will certainly help to fix this issue."
As of November 30, 2012, BBB files indicate there were 12 complaints where the company still had not provided a response.
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementMr. William Brown, President
HYDRAULIC EQUIPMENT & SUPPLIES