Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bantam Tools has failed to adhere to their manufacturer warranty terms in regards to replacement parts a Bantam CNC Desktop Milling Machine, Serial #**************** (warranty excerpt below). They attempted to charge me $689.40 + taxes and shipping for a part that was under warranty, less than 12 months old from date of replacement, and with less than 50 hours of use (as documented in the attached email thread and machine log). As a DIRECT result of Bantam not honoring the warranty, the machine became unusable without this critical replacement part. I have since had to dispose of the machine "for parts" and received $552.04 in profit from sale of this machine, when it was purchased for $6,499 a year earlier, incurring a loss of $5,946 not including additional parts, taxes or shipping."If a material defect in the materials or workmanship of this Product arises under normal use, and a valid claim is received by us within one (1) year from the date that Product was purchased, or the date a replacement Product was delivered to you (the "Warranty Period"), at our sole option and subject to the restrictions set out in this Warranty, Company will either: (1) Repair the Product at no charge to you, using new or refurbished replacement parts; (2)Exchange the Product with a product that is new or reconditioned by Company or that has been manufactured from new or serviceable used parts and is functionally equivalent to the original Product; or (3) Refund the purchase price of the Product (but not any amount that you have paid in respect of tax, shipping and delivery)."

  Business Response

  Date: 08/22/2024

  Wear parts are not covered by the manufacturers warranty; the spindle assembly is explicitly listed as as wear part. (See separately submitted warranty.) The customer was provided with a replacement spindle as a one time courtesy. When that replacement started showing wear they declined the offer of a heavily discounted replacement.

  Customer Answer

  Date: 08/23/2024

  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:

  Bantam Tools failed to honor their warranty or stand by the design and performance of their spindle assembly on the Bantam Tools Desktop CNC Machine.

  Design defects are not subject to normal wear and tear in the terms of the warranty.  A spindle assembly is a component designed to last thousands of hours under normal use.  The Bantam Tools spindles were within this use, and still proved defective, twice, and consistently failed after ~50 hours of normal use.  

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** *****
  
  
  
  
   
  

  Business Response

  Date: 09/23/2024

  We are confirming and agreeing to follow up with Mid-****** Dispute Resolutions.

  I am including the prior response here for your convenience:

  
  

  I am writing in regard to complaint #******** with New York BBB.

  
  

  We have attempted to work with ***** ****** within our capacity and the reasonable constraints of the warranty we offer. Had we been able to receive the original equipment we would have made an exception to our warranty policy around "wear" items and would have refunded him the full amount for his machine's return. 

  
  

  We are not able to cover the difference of his selling his machine at a loss.

  I am writing to inquire about next steps regarding how to settle the complaint given we have not been able to reach what we believe is a generous and reasonable conclusion to the customer's complaint. 

   

  * **** ****** ********* ******* * ********* ****** ***** ******************* ********** ** ***** ****************************** ************ *********** **

  Customer Answer

  Date: 09/23/2024

  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:

   

  For documentation purposes, the matter remains unresolved.  We will tentatively proceed with arbitration through Mid-****** Dispute Resolutions.  If the matter is resolved through third-party arbitration, we will update this complaint accordingly. I hope this approach will lead to a satisfactory outcome for both parties.

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** *****