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:07/13/2024

  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.

  I purchased a forklift for ********* on June 7th purchase was paid by my bank who finance the equipment and confirmed by illinoislift.com representative they also charged close to 4000 dollars to ship the equipment. After getting the run around with broken promises and delays tactics. The last delay they are forcing me to sign a document that waives my rights to *** them also asking me to sign a lie statement that I have seen the machine and inspected it and accepted the lift which in fact I never saw any machine and after reading all the reviews and complaints it seems like history repeating itself and I don't believe they actually have the Machine

  

  Business Response

  Date: 07/15/2024

  Good afternoon *****, we are a bit confused with the statements you've made in your complaint and we would like to address them.  You stated that you purchased the forklift on June 6th-  The invoice date is accurate but your invoice was funded on June 13th.  Once payment is funded, that is when our process starts.  You mentioned delays and a run around-  You were given an approximate completion timeline before you purchased this equipment ( please see attached document sent to you on June 5th).  Your payment funded on June 13th and it was completed on July 9th which is exactly the timeline given before purchase.  Next, you are stating that we sent you a document to sign right before delivery was going to be set up with false statements-  Your invoice was sent to you on June 6th through docusign which included your invoice and terms and conditions.  Our terms and conditions do not waive your rights to *** us, they simply state that the sale is made in Illinois and if there is an is***, it will be litigated in Illinois.  Our terms and conditions also state that you have the right to inspect the unit at anytime before shipment.  Lastly, you stated that you don't believe the machine is here-  You and your lendor were sent multiple photos and a video of your forklift a week ago.  We can do a facetime video if that helps or you can personally inspect it at our facility?

   

  In conclusion, we do appreciate your business.  We were just a bit confused with this response because this is the 3rd piece of equipment you've purchased from us in the past 3 years and you never had an is*** signing the same docusign before?  Please let us know if we can further assist with anything else.

   

• Initial Complaint

  Date:02/13/2024

  Type:Product 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.

  11/29 - We decided to buy the forklift ****** 8FD4U Forklift from ILLINOISLIFT company 11/30 - We wired $33,699.00 USD to ILLNOIS LIFT EQUIPMENT (1117).12/04 -confirmed money is received 12/11 - We are told there is a Standard preparation lead times are approximately 20 business days from the confirmed received payment date 12/4/2023.-From our understanding our order needs to be double checked and fixed before they *************, and it would take up to 20 days for them to fix it once the payment is received and confirmed. The payment was received and confirmed on the 12/4/2023. So, we are expected to receive our machine around 12/24/2023. 12/19/- Follow up 12/26 - Follow up 12/29 - told our order is currently #7 on the schedule to get assigned to a technician.12/29 - Follow up 12/29 - Due to the busiest time of the year, our order is still waiting. A list of parts needs to be ordered to fix our machine in the Inspection report. Given an option to send our forklift with the parts, additional $2,500 for us to fix the forklift by ourselves. 01/04/2024 - We declined the $2,500 check.01/16/ Follow up 01/17 - told our forklift order is currently with a technician.(FINALLY)01/25 - Follow up 01/25 - told the list of the parts that were just ordered yesterday (1/24/2024) for the standard preparation of your unit.SO THEY JUST ORDER THE PARTS. Unbelievable. 01/25 - My Boss follow up 01/31 - called their office to complain 01/31 - Sent email to supervisor 01/31 - We told that a technician is currently working on your lift. And there is no shipping estimate day yet. Also given the option again to send our forklift with the parts, with an additional $2,500 for us to fix the forklift by ourselves. 02/01/- We send them the final email. Until this moment, we still haven't received a guarantee shipping date or delivery date. Last 2 months we have rent our own forklift due to the unprofessional service. We don't want the machine anymore. We want our $33,699.00 back.

  

  Business Response

  Date: 02/23/2024

  This complaint has been resolved, customer signed docusign and we are arranging freight.

• Initial Complaint

  Date:10/23/2023

  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.

  Placed a deposit on a brand new Viper forklift in July 2022.Received forklift in October 2022.In August 2023, with less than 100 hours on machine, we starting having issues with the forklift lunging when shifting into low forward or reverse. Contacted the warranty department, after sending them all requested documents and video, I was advised to have a tech look into the issue. Tech stated:The main concern was the truck lunging slightly, which I understand that when the upright is elevated it multiplies This appears to be caused by an excessive amount of clearance in the drivetrain It is primarily in the ring and pinion of the differential as far as I can tell without a tear down. The only way that we can address anything like this is to have the truck brought to Alta in E. Syr. , then the differential can be disassembled and the reduction hubs can be looked at. I dont know if your warranty covers this Or if they have had to address this problem on similar trucks like yours. You may want to contact them to find out if this is something they would have go ahead on Or if they want to send one of there technicians to your facility before we proceed any farther When switching from forward to reverse or Rev to Fwd the drive shaft will rotate 1/2 a shaft rotation. **** this is very excessive.I was advised by the warranty department that this is common characteristic with ************* When asked about the techs observation and opinion regarding:When switching from forward to reverse or Rev to Fwd the drive shaft will rotate 1/2 a shaft rotation. **** this is very excessiveThe warranty department stopped responding.I contacted my salesperson ***** with my concerns and he also stopped responding. My last email being October 11, 2023.At this point I am stuck with a forklift that is becoming more unsafe by the day due to the lunging caused by excessive driveshaft rotation and a bill for $758 from the company that diagnosed the issue.

  

  Business Response

  Date: 10/24/2023

  Hi ****,

  Our ******************* has been in contact with you about this many times.  The factory was contacted and shown a video of what you were describing and they stated it is completely normal for the drive shaft to rotate like that.  Our Warranty manager personally tested three brand new units in stock and every single one of them had the same amount of rotation.  This was explained to you by our *******************. If you feel otherwise, you are more than welcome to bring your lift to Alta (which is a Hyster dealer) have them open it up, and if any parts are damaged your parts warranty would cover that.  Your warranty covers any parts that have failed, no labor of any sort is covered, including any labor for diagnosing.  Once again we have not ignored you, we relayed the information that the factory has sent to us, and we did testing ourselves and found that is how the unit is designed.  Your lift is perfectly safe to operate.  If you do decide to have repair work done, you are doing it at your own discretion. We would be happy to provide any parts that are needed as long as it can be proven that the part has failed.

  Thank you

   

   

  Customer Answer

  Date: 11/01/2023

  Complaint: 20768431
  
  I am rejecting this response because: Hello, Sorry for my slow response as I have been doing some research with regards to the issue with the forklift.  

  
  

  I do not totally disagree with Illinois Lift about the issue with the forklift as I have located another similar forklift that appears to operate the same way.  

  
  

  At this point I ask myself why it became necessary to initiate this complaint and find the answer to be the lack of response to my questions from Illinois Lift.  

  
  

  On September 8, 2023 I had finally received a response from my sale rep at Illinois lift, *****, of which I still had questions that he was supposed to get answers to.   

  
  

  Illinois Lift response was as follows:

  
  

  Good Morning,

  We have heard back from the factory and we have been doing some testing on our side as well. After testing with 15 other forklifts of various Makes, Models, and fuel types in conjunction with the information from the factory this is common characteristic with *************. 
  

  We have noticed this primarily only occurs when you put the lift from Forward to Reverse, or Reverse to Forward, even if there is a pause in Neutral. However if you have the lift in Forward/Reverse put it in neutral and go back into the same direction the lift the little rocking is either mitigated completely or is minimal. 
  

  For unloading trailers as seen in the previous video, if you insert ********* under the trailer you intend to lift and switch it into reverse prior to lifting the load that will help reduce the wobbling while unloading. The remaining wobbling that occurs will be unavoidable due to the Center Load being higher and further out than the recommended. If you have any additional questions please let us know.
  

  Thank you
  

  
  

  My response was as follows:

  What about the techs observation and opinion regarding:

  When switching from forward to reverse or Rev to Fwd the drive shaft will rotate 1/2 a shaft rotation. 
  

  **** this is very excessive

  
  

  I communicated with ***** on 9/18 looking for an update and received the following response from I believe the Warranty Department:
  

  Good Afternoon,

  
  

  I am still working with the factory to get an answer regarding the normal range for the engaging of the drive shaft. Currently the symptoms are experienced Unfortunately getting an answer from the engineers can be difficult as they are quite busy. I have reached out to them again for an update. I am trying to have an Answer for you either Tomorrow morning or Monday. I will update you with whatever I hear back from them.

  
  

  Thank you

  
  

  On October 3, 2023 I requested an update but no response, and again on October 11, 2023 I requested an update but again no response to my September 8th questions.
  

  
  

  There was never a final response to my questions which led to my filing this complaint.  We appear to now have those answers.

  
  

  At this time they have been made aware of the issue and it is well documented so when there is premature wear on the drive system we can address the issue appropriately.

  
  

  Thanks for your time and attention.

  
  Sincerely,
  
  ********************; 

  

  Business Response

  Date: 11/01/2023

  Hi ****,

  Please let us know if we can help you any further and provide any parts that have failed if you do decide to have the service company open it up.

  Thank you

• Initial Complaint

  Date:05/10/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  February 22nd I purchased a forklift from Illinois lift equipment inc. and wired them the money that day. No lead time was discussed through email or over the phone before the lift was purchased, but I waited 2 months while waiting for them to get my lift to a service tech to be inspected. I no longer had time to wait, which I believe is their sleazy approach to their customers to make them skip inspection, so I requested a refund of my payment and cancel my order. I was told there would be a 20% restocking fee even though the lift had not even been inspected. I declined and ask if the unit could be sent with a credit of an estimate required to fix the minor issues. They obliged to credited me $1,500 and all the parts and within a week I had the forklift. In the last email They wrote, "Your unit will run, drive, stop and operate as intended. We will also steam clean, grease, and top off all fluids as well too." My forklift will crank up, but will not move, has dirt all over it and inside the engine bay, will not lift the forks and constantly beeps. I've called the office/departments multiple time that day and the following days and no one will get back to me. I did get in touch with the techs and they told me what the possible problems could cause it, but did not solve the issue. I have yet to receive the labor credit and the lift also does not have a side shifter which was listed as extra and paid for. The salesman *********************** implied that since I left a bad review I would not be getting a labor credit and no response about the side shifter so far.

  

  Business Response

  Date: 05/11/2023

  We are sending the customer a check for $1,500 which is the mutual agreed upon amount for repairs and $775 for the sideshifter that was not installed.

  Customer Answer

  Date: 05/15/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/19/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Issue unresolved! Do NOT buy from Illinois Lift! We purchased a 2022 fork lift from Illinois Lift Equipment in October 2022 for $53,599, which we paid in full that same month. Unfortunately, that piece of equipment was not capable of doing what we required of it and was returned in December 2022. Our salesperson, *****, advised we purchase a reconditioned 2017 fork lift. He assured ** this fork lift would go through inspection, replace a few items, and would be completed and shipped to our facility the first or second week of February 2023. Much time passed, and every time we reached out, we learned that there were many more items which had to be repaired on the 2017 fork lift. All this time, nobody has been able to advise when it will be done, much less delivered. Eventually communication from Illinois Lift ceased and we were not getting any answers. Fast-forward to April 3rd, we informed ******* via a phone call that we were no longer interested in purchasing the 2017 forklift and wanted our money back. ******* forwarded ** to ******* voicemail (accounts payable) where we left the same message. All this communication was followed up with an email to ***** (sales), *******, *** (co-owner), and ****** (accounts payable) on April 3, 2023. No response from any of them, no email, no returned phone call. Since April 3rd, we have tried calling every couple of days, leaving messages for ******* and ******, and attempting to leave voicemails for the sales department but their voicemail is full so no messages can be left. We have even tried reaching out to **** (owner) and no response. Again, nobody has returned our call or refunded our money we paid back in October 2022 ($53,599). We have reached out to an attorney and sent a demand letter for our refund and wiring instructions, but no answer or refund from Illinois Lift Equipment as of 4/19/2023.

  

  Business Response

  Date: 05/11/2023

  This customer purchased a new unit from us at the end of last year.  They received their lift but bought a unit that was too small for their application.  (they purchased this unit based on their application needs, not with our direction) In good faith, we let them trade the unit back in on a higher capacity lift. This happened during our busy season (4th quarter and first quarter).  They were given approximate timelines based on parts availability.  We ran into some software issues in the *** that needed **************** to diagnose and update software.  **************** has not been very helpful which is why this is taking longer than expected.  Per our sales contract, the customer takes ownership of the ******************** once payment is made (payment was made).  They can and could have picked it up at any point.  We also offered consignment as an option, they declined that as well.  They have been updated throughout this entire process.  We are very close to completion and we will continue to update them as we make progress.

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 19957287
  
  I am rejecting this response because:

  Issue remains unresolved! In December 2022, we consulted with an Illinois Lift sales representative to purchase a forklift. Based on our needs, the sales rep sold ** a new 2022 fork lift for $53,599. This fork lift turned out to be too small for our need, and therefore was returned. After much research, we decided a reconditioned 2017 fork lift would be better for our needs. Illinois Lift assured ** this piece of equipment would be delivered the first or second week of February 2023. Here we are, the third week of May, and the 2017 fork lift still is not ready. Nonetheless, in April we requested our credit (from the return of the 2022 fork lift) to be returned to **. Illinois Lift has refused to give ** our money back. Illinois lift claims that our payment initiates ownership of the equipment, but our payment from October 2022 was for the 2022 fork lift and NOT for the 2017 fork lift We never made a payment on the 2017 fork lift. Therefore, since the 2022 fork lift was returned, we are entitled to our refund. Additionally, Illinois Lift claims we could pick up the equipment at any time, but why would we want something that does not work and is not completed yet - and continues to need more parts. This business is a scam and we do not want any part of it, we have requested a refund and have yet to receive it.Illinois Lift is refusing to return our money ($53,599.00) to us.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/05/2023

  We will be refunding payment for this lift.  ETA is typically 30 days.  We will inform the customer of the refund.

  Customer Answer

  Date: 06/06/2023

   
  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. I would like payment in seven days, They have had my money for seven months!
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 07/13/2023

   
  Complaint: ********
  
  I am rejecting this response because:This message is in response to complaint #********. This complaint was recently closed due to us accepting Illinois Lift's response of a refund. However, it has been more than 30 days and they have yet to refund us our money or contact us. We have attempted to email them and they are ignoring our contact attempts. We would like to reopen this complaint as we have yet to receive our money back, even after they said they would refund us.
  
  

  Sincerely,
  

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

  

  Business Response

  Date: 07/21/2023

  Payment will be process next week for this transaction.

  Customer Answer

  Date: 07/28/2023

   
  Complaint: 19957287
  
  I am rejecting this response due to the fact that a refund has yet to be received. This is the second time we were promised a refund from Illinois Lift Equipment, and the second time they have failed to provide a refund. We will continue to reject your responses until a refund has been received AND cleared our bank. One June 5, 2023, your BBB response stated, quote, "We will be refunding payment for this lift. ETA is typically 30 days. We will inform the customer of the refund." end quote. It is now July 28, 2023, 53 days later and we have yet to receive our money back. I will say that again, 53 DAYS LATER and nothing! We have yet to be informed of our refund. Illinois Lift has received email communication from us on July 11, 2023 and received the same communication in print form through ***** sent certified with signed receipt which was received on July 17, 2023. Illinois Lift Equipment has had many opportunities to respond to our communication attempts, but have not done so. Again, we were promised our refund, yet again, this week. We have yet to see the $52,749.00 they owe us.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/16/2023

  A refund was issued to the customer on 8/10/2023 via wire transfer. Details are listed below. 
  
  Lake Region received from ILLINOIS LIFT EQ on 08/10/2023 has passed all origination steps.
  
   Effective Date:  08/10/2023
   Amount:   $52,749.00
   Client Name:   ILLINOIS LIFT EQ
   Reference Number:   c754d4d9c7
   Wire Number:   20028
   Wire Transfer Type:   Domestic
  
  

  Customer Answer

  Date: 08/21/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/08/2023

  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.

  Bought a used lift in July of 2022 and paid to have it inspected and repair anything needing repair. Paid over $17,000.00 for it and waited until the end December to get it delivered because of one thing or another. Parked it in my pole barn and seeing as to the weather and the holidays it sat until it was warmer and I had time to use it. when I entered the shed I saw a lake of oil under the unit that was to be as good as new a month ago. Now they are making me jump through ropes to try and get the thing fixed as it should have been in the first place. I just want the unit fixed as promised and be done with them. I would not recommend this company to anyone looking for used equipment. I went thought h*** just trying to get answers as to when I would get it after I paid in full for it. By the way when the unit did arrive it looked outstanding and they really did a nice job but the oil leaks are massive.***

  

  Business Response

  Date: 02/09/2023

  ******, we are sorry to hear about the issue you had with your cylinder leaks.  You received the lift and were happy with it.  It did not have those leaks when it left here nor when you received it.  It is a 22 year old piece of equipment, so issues can happen randomly with no warning. Even though you were given a 30 day powertrain warranty which covered engine or transmission failures and you reported an issue that wouldn't normally be covered under a powertrain warranty after 30 days, we would still like to help.  Please return the lift so we can make the necessary repairs or send us the leaking cylinders and we will repair them and send them back to you.  Please let us know how you'd like to proceed.