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Metropolitan New York, Long Island, and the Mid-Hudson Region

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Description

This firm sells office machines including shredders, cutters and folders.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Mono Machines LLC meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Mono Machines LLC include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 2 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

2 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 2
Total Closed Complaints 2

Additional Information

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BBB file opened: March 21, 2008 Business started: 10/01/2006 in NY Business incorporated: 01/01/2008 in NY
Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. Isaac de la Fuente, CEO
Contact Information
Principal: Mr. Isaac de la Fuente, CEO
Business Category

OFFICE SUPPLIES PAPER SHREDDING MACHINES CLEANING SERVICES - COMMERCIAL OFFICE OFFICE EQUIPMENT OFFICE FURNITURE & EQUIPMENT-DEALERS

Alternate Business Names
MonoMachines.com Ochimp.com Ochimp.com

Additional Locations

  • 1133 Broadway, Suite 706

    New York, NY 10010

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 2620

    Monroe, MI 48161

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

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BBB Complaint Process

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Additional Phone Numbers

  • (800) 805-0730(Phone)
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Additional Web Addresses

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Additional Email Addresses

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Complaint Detail(s)

10/7/2014 Problems with Product/Service | Complaint Details Unavailable
7/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased HSM 80.2 cc shredder and paid much more than other shredders of the same caliber because this one had high user reviews. Unfortunately, Mono Machines shipped me a defective / returned shredder with some cut paper inside and without a user's manual. I emailed and contacted them regarding this issue. I gave them two options: A. Give me a full refund and pay for shipping and handling if I have to send the defective one back for a refund or B. I expected the company to send me a new replacement without any conditions attached. The company's response are A. Return the machine. I am responsible for the charges to ship the machine back to HSM along with a 20% restocking fee. B. A replacement machine will be sent directly to me from HSM. The defective machine must be returned to HSM which would require me to take a full day off from work so that they can pick it up. As I indicated above, the company sent me a defective and / or returned shredder to me and charged the full price. This is fraudulent. Their policy intentionally penalizes their customers. I am frustrated going through the refund / replacement process. I request the BBB to investigate the incident. Thank you for your assistance.

Business Response: Offered ** **** a full refund, and prepaid shipping, as requested or
Replacement and prepaid shipping.
 
Neither option was agreeable with ** ****.  She would not agree to make the shredder available for UPS or Fedex shipping.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

Why the company  tried to avoid to explain the shredder they sent to me has no original manufacture box, no user's menu, warning and limited warranty instructions, and one label seems be glued before, but the label missed and left the dried glue on the spot, etc.? 

Several of my friends came to see the shredder. They indicated it is used one without any question.  

Making mistake is part of human nature. Most people are honest by taking the ownership and learning from the mistakes to prevent it happens again.  Mono Machine has different attitude - they do not admit it. Perhaps they tried to cover their dishonest or fraudulent actions. 

 

 

 

 

 

Sincerely,

******** **** 



 

Business Response:

*** ****,

As we have stated previously, all products sold by Mono Machines and HSM (the manufacturer of your paper shredder) are in new condition.  See letter attached from HSM.  If there is an issue, we work quickly to take care our customers.  

 

The reason you may see some paper shreds are because all machines are tested before being sent to the customer.  This occurs at the manufacturing plant in Germany where your paper shredder is built and assembled.  This allows the manufacturer to test to make sure the shredder is performing as promised.  


To resolve your issue, Mono Machines can send you a pre-paid UPS label for your HSM shredder. The boxed shredder can be picked up from your home or office by UPS.  This shredder will be returned to HSM, the manufacturer, where it was shipped from.  

 

HSM will then send out a new shredder to replace the damaged shredder.  For quality control, HSM, would like to inspect your shredder so they can address the issue you have experienced.   

Again, we do apologize for the issue with the shredder and appreciate you making it available for UPS pickup.  

 

Please let me know how you would like to proceed.

 

Thank you,

****

 

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**** ****

President