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Wisconsin

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Description

This company is an online retailer of power equipment products and accessories, including lawn mowers, weeders, snowblowers, pressure washers, air compressors, pumps and chainsaws.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Equipatron.com 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 Equipatron.com include:

  • Complaint volume filed with BBB for business of this size.
  • Response to 3 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

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

Customer Reviews Summary Read customer reviews

12 Customer Reviews on Equipatron.com
Customer Experience Total Customer Reviews
Positive Experience 9
Neutral Experience 0
Negative Experience 3
Total Customer Reviews 12

Additional Information

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BBB file opened: April 30, 2010 Business started: 09/01/2009 in WI Business started locally: 09/01/2009 Business incorporated: 09/18/2009 in WI
Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. Scott Alderton, Co-Owner Mr. Peter Liesch, Co-Owner
Contact Information
Principal: Mr. Scott Alderton, Co-Owner
Principal: Mr. Peter Liesch, Co-Owner
Business Category

Internet Shopping Engines - Supplies, Equipment & Parts Log Splitting Equipment Logging Equipment & Supplies Pumps - Supplies & Parts Snow Removal Equipment Tractor Dealers Vacuum Equipment & Systems Weed Control Equipment & Supplies Air Compressors Grass Trimmers & Tillers Pressure Washers Generators - Electric Lawn & Garden Equipment & Supplies Lawn Mowers Saws Tools - Hand Electronic Shopping (NAICS: 454111)

Alternate Business Names
Equipatron, LLC

Additional Locations

  • 1000 W Donges Bay Rd Ste 100

    Thiensville, WI 53092 (855) 264-6487 (414) 877-1234

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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

  • (414) 877-1234(Phone)
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Complaint Detail(s)

7/26/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I sent equipatron an email, asking if an engine they had listed on **** would work as a replacement engine for the current one in my lawnmower. I provided identification numbers for the engine, so they would have enough details to properly answer my questions. The email response I received from them was less than courteous. First, they did not answer any of my original questions; none of them. Second, they tried to upsell me an engine that was a couple hundred dollars more expensive. I sent an email in response to the reply, stating I was not interested in any other engines and just wanted to know about the engine in the listing. I was immediately blocked and never received any answers to any of my questions or given a reason for being blocked. I did contact them through their website later, but feel they are in the business of making upsells to gain more profit, in the form of bait and switch tactics, and they are not consumer friendly. It seems they care ONLY about their 100% rating on ****. This is bad business practice, and unfair to consumers who don't know any better.

Desired Settlement: I would like my original questions answered. I do not want to know about an engine that costs much more and has too much power for my application. I want other consumers to not have to fall for these bait and switch tactics. If a customer has a question, that question should be answered, first and foremost. If there are other options available, that should be secondary information shared to the customer, instead of having something they don't want, or didn't ask for, shoved in their face. I would also like to be unblocked; I need an engine so my father can have a good riding mower to use.

Business Response:

Hey *****,


My name is ***** ******** and I'm am one of *** ****** of Equipatron. Your experience was brought to my attention as that is a part of our process and I want you to know that we appreciate your input and I'm very sorry that our team did not respond to your needs. Please accept my apology for this and know that I will review the situation with the team. Before I do this, I would like to speak with you personally so I can better understand the situation and help you find the correct engine. Please let me know when you will be available and I would be happy to give you a call. 


Sorry again for the inconvenience.

Please note that the email address for Equipatron that the BBB has on file is not mine so this message will be coming from a co-worker of mine Peter Liesch but the response is mine. My direct email is listed below. Either way your response will get to me. Hope to speak with you soon.

Thanks *****   


Sincerely,


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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My experience with EQUIPATRON was very ugly. They seem very whole hearted but that should be taken with a grain of salt. I in my opinion got in touch with them through way of feedback. Once seen by EQUIPATRON they responded with an over the top response. Saying, "I cannot believe you would just leave negative feedback that's unfair, yes we messed up." EQUIPATRON admitted to the mess up on my order. They then asked me to revise the feedback and they would refund my money; mind you they have already told me a replacement is already being shipped as we speak. Well all seems well even though, they had the audacity to ask me to revise the feedback before the refund took place. I inform them were in a catch 22 because I believe feedback is honest and EQUIPATRON is the one contacting me with offers and promises. EQUIPATRON then refunds the amount on purchase, immediately after I revise negative feedback to positive. I was pleased until now; no replacement shipment that was promised has been received. On top of this EQUIPATRON took it upon them to commit "LIBEL", for those who don't know this is slander in the form of printed/written words other than spoken word. I took it upon myself to have the comments removed. They are now removed because EQUIPATRON violated a policy it worked under at the time this incident occurred. Points being never contact a company; they know and understand when they're doing wrong. Companies that do not care about good business and just about the bad feedback; need to be boycotted versus listening to a company tell you, you’re a bad customer. Companies have forgotten door to door sales where strangers would slam the door in their face, because of this we are treated as feans that came to them for what we need or are addicted to. ***UPDATE*** EQUIPATRON took it in their own hands to contact anyone I did business with to continue their slandering of a customer. I have also recieved threats against me. Threats of commiting more LIBEL; against me. All from an EQUIPATRON worker named ****** which can be reached @ ###-###-#### directly. Have every email sent and recieved saved for proof.

Desired Settlement: An apology admitting wrong and correct replacement part shipped.

Business Response: Dear ***** and *****,


My name is ***** ****** and I'm am one of the ****** of Equipatron. Your experience was brought to my attention as that is a part of our process and I want you to know that we appreciate your input and I'm very sorry that our team did not respond to your needs in the appropriate manner. Please accept my apology for this and know that I will review the situation with the team to ensure we don't make a similar mistake in the future. Based on the information I reviewed, we have provided you with a 100% refund of your initial purchase price of $2.99 for the item you ordered. To make up for the inconvenience of shipping you the wrong part we will ship out a new order immediately at no charge. Please confirm that the item number and price below is what you desire and we will get it on its way to you. If you need any cross reference assistance please do not hesitate to ask.

Sorry again for the inconvenience and please let me know if you have any questions or concerns.

Sincerely,

***** ******
*****
**********************
###-###-####


Order Info:
Part#- ****** - $2.99
***********************************************************************************

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,

 

***** *****

 

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/8/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The web site offered generators w/"free shipping and free lift (helps you take the generator of the truck because it is heavy)" their price was almost 200$ more than other leading websites such as sears (who were sold out of the product). The web site even asked for the zip code and state for shipping to show you the freight charges and when I entered mine - ***** for *******. ** it gave me the "free freight". After ordering the product I received a confirmation email. Only the next day (we are in the middle of a blackout and waiting desperately for a generator) did we receive an email from the company head ***** informing us of additional freight charges to our area. An email was written back with our phone number and a complaint that this was unacceptable and If he was not willing to honor the agreement already made on the site we would take it up with the BBB. He called to inform us the charge would be $120 more for shipping unless we could provide him with a business address, (which we cannot). He was unwilling to honor the sale and canceled the order and we are still without power for our 9th day with little children.

Desired Settlement: For the company to honor the sale and ship me my generator free of any freight charges and have it expedited as we already lost one or 2 business days because of this mess and we cannot go home until we have heat which right now can come only from a generator.

Business Response: Hello,


We are very sorry for any confusion related to our shipping policy per the customer complaint filed by Mr. ******. In 2011, major freight carriers began enforcing a fuel surcharge for shipments going into and around *** **** **** (by zip code). This is an everyday policy and not related to the current situation created by hurricane Sandy. At that time in 2011, our shipping policy was updated to reflect this change. Please see link below to review our shipping policy. Unfortunately, Mr. ******'s delivery address/zip code fell within this "surcharge" area and we notified him of a $120.00 surcharge which applied to his order. After a call to Mr. ****** and an email, he decided to cancel his order. We understand why Mr. ****** is frustrated with the current situation he is facing but want him and the BBB to know that this policy has been in place and enforced since 2011. We pride ourselves on delivering a high level of personal service and want to resolve this with Mr. ****** by providing him with the generator at a cost of $759.97 and Equipatron will pay the surcharge of $120.00 to the carrier on behalf of Mr ******. 

Please advise on next steps so we may get a generator on its way to Mr. ****** if he so desires. We are happy to give him a call as well to provide further information as needed and obtain his feedback related to how we can improve our shipping policy and communications going forward.

Regards,

***** ******
*****-Equipatron
###-###-####   

 



 

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. They should however acknowledge (and fix) that having this info in their shipping policy is not enough when most people do not ever venture to read a companies shipping policy - especially if after entering their zip code they are informed they are to receive free shipping. THAT is the problem, what it may or may not say in their shipping policy or fine print contradicts the information given to the consumer on their website. Thank you for your help with this matter.

Regards,

***** ******

 

BBB's Final Determination: Consumer accepted resolution offered by the business.