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Better Business Bureau ®
Start With Trust®
45 counties of Middle Tennessee and Southern Kentucky
Consumer Alert - 1-800 Tool Repair
June 19, 2014

1-800 Tool Repair
Parts and repairs you can’t count on

[June 19, 2014- Nashville, TN] – BBB warns consumers of the business practices of 1-800 Tool Repair with locations at: 3761 Hwy 109 North, Lebanon, TN and 707 West Main St., Hendersonville, TN. – Phones: 800-866-5737, 615-242-7500, 615-851-5490 - Website: www.1800toolrepair.com

BBB has received numerous complaints alleging consumers prepaid in full for tool parts and accessories via the company's website; however, 1-800 Tool Repair has failed to deliver the products as promised. Consumers also indicate the company has poor customer service in that consumer phone calls and emails are left unanswered.

One complainant stated, “Consistent Theft, involving others that have filed complaints with the BBB and now includes myself. Paid for product, Never Shipped, No Contact. In good faith I placed an order with 1800TOOLREPAIR using their Online Ordering Process. Payment of $40 was made on 04-30-2014. Since then there has been No Confirmation of order. I have tried numerous times to make contact, using All Available Means and either there was No Answer to Calls and No Response whatsoever.”

BBB sent certified correspondence to the company on several occasions requesting their immediate cooperation in responding to 19 unanswered complaints as well as their assistance in eliminating the pattern; however, 1-800 Tool Repair has ignored BBB’s efforts as well.  

“Customer service and consistent communication is a fundamental aspect of operating a business,” said Kathleen Calligan, BBB President/CEO.  “Our Middle Tennessee marketplace finds this kind of business behavior unacceptable.”

BBB offers the following general advice:

  • Shop on trustworthy websites - Shoppers should start with BBB to check on the seller's reputation and record for customer satisfaction.
  • Confirm your online purchase is secure - Shoppers should always look in the address box for the "s" in https:// and in the lower-right corner for the "lock" symbol before paying. If there are any doubts about a site, BBB recommends right-clicking anywhere on the page and select "Properties." This will let you see the real URL (website address) and the dialog box will reveal if the site is not encrypted.
  • Pay with a credit card - It's best to use a credit card, because under federal law, the shopper can dispute the charges if he or she doesn't receive the item.
  • Keep documentation of your order - After completing the online order process, there may be a final confirmation page or the shopper might receive confirmation by e-mail - BBB recommends saving a copy of the Web page and any e-mails for future reference and as a record of the purchase.
  • Know your rights - Federal law requires that orders made by mail, phone or online be shipped by the date promised, or if no delivery time was stated, within 30 days. If the goods aren't shipped on time, the shopper can cancel and demand a refund. There is no general three-day cancellation right, but consumers do have the right to reject merchandise if it's defective or was misrepresented. Otherwise, it's the company's policies that determine if the shopper can cancel the purchase and receive a refund or credit.

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BBB Serving Middle Tennessee and Southern Kentucky, founded in 1961 and serving 38 counties in Middle Tennessee and 7 Southern Kentucky counties, is one of 112 local, independent BBBs across North America.