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Complaint Details
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Initial Complaint
04/29/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
4-29-2021. after a licensed mechanic installed final drive on a **** ***** mini excavator. it failed in less than 5 hours of use due to improper install of locking ring on it. As business, time is money; I contacted the ConEquip rep to seek immediate remedy. They basically replied that hoses was installed incorrectly so I had a certified **** ***** mechanic come out on field service call. He review that it was installed correctly and it was defective product but internal parts was still good. I then told them to just send me a cover plate, locking ring and gasket and I would be happy. They informed this would void warranty which they already told me it would void as it was installed wrong. but time is money so I told them I would pay for it and let warranty be void and have it overnight and they refused to provide me with parts that I need and told me to send it in for warranty work which they said would take 3 weeks to complete. I don't have time to wait for them to tell me no warranty on a product that cost several thousands. I told them I would take it off and send it to them if they paid for equipment rental which they declined. So I asked them to send the parts I need to fix it asap as time is money and they told me they have to wait until Tuesday and have it shipped from United Kingdom which will be another week or 2 to get what I need.
Business response
05/11/2022
Customer purchased a New Aftermarket Final Drive and Motor from Conequip. A few days after delivery the customer calls to state that the final drive we shipped to him, had failed. Conequip immediately asked for pictures, which the customer provided. The pictures clearly showed that the second speed line was connected to the drain port. This causes over-pressurization immediately, thus causing the final drive motor to fail. Conequip sends written instructions on how to install each final drive, with the final drive. If the directions had been followed, the customer could have avoided this situation entirely. Conequip also asked for the customer to return the final drive so that it could go through warranty analysis at a 3rd party hydraulic repair facility. The customer declined to do so.Conequip is more than happy to work any of our customers, regardless of fault. However, if we can't get the "claimed warranty" component back for analysis, we are at a dead end.Initial Complaint
06/20/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a final drive motor for a ****** mini escavator and purchased Samuel who appeared to have good customer service was my salesman. I gave him my card number and he assured me that it would be delivered, warranty and so on. When I received the part I had a mechanic try to install it (no luck), they told me it was the right part. I had then taken it to another mechanic that specializes (no luck), finally, I took it to someone that deals with this company and they are not responding to messages or calls. The mechanic advised me and them its the wrong part. To begin with it took weeks for me to get the part which I had to track the truck down and pick it up off the west side. It has been a horrible experience. The sales agent is not responding to my calls or the mechanics call. I called management they are saying I need to speak with my sales agent. What kind of company does not honor or exchange parts they sale. Do not return calls. Gives you the run around.Business response
06/23/2021
I have attached images of the customer's final drive. The drive was installed incorrectly. I have also attached the final drive install directions. Mr. ***** did not follow through with these directions. The directions were sent with the final drive. They also state "incorrect piping will result in non-warranty failure".
Our rep Sam has been in contact with Mr *****, seeking a solution that makes sense for both parties. We have offered a new final drive at a discount.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.