Complaints

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• Initial Complaint

  Date:09/09/2024

  Type:Delivery 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.

  On 11/30/2023, I paid IFE NDT to provide an engineering “pre-buy” inspection for an amusement ride (carousel). I could not be present in person, and the inspection report was to be provided by email. The purpose for this inspection was to determine the health of the item before purchasing it and so that I could provide documentation to initiate permitting of the item in my state of residence. According to the merchant, this inspection required multiple technicians over several hours to perform NDT (“non-destructive testing”) measurements, which are engineering measurements to determine whether the metal structure has ?aws. The NDT data they were to collect is critical to assessing the inspection outcome, as it constitutes the quantitative data showing the ride’s health. The merchant was also to provide (as supported by the email documentation attached) photos and a pre-buy video, including narrative of the overall state of the ride, what components were inspected, and the outcome. Despite 4 requests over two months, the merchant did not provide (and still hasn’t) the detailed report for the inspection, any NDT data, any video, or any narrative for the photographs which they explicitly promised to provide multiple (see attachment). There is no evidence that any NDT analysis was ever actually performed. Since insu?cient evidence has been provided that the inspection was performed or of its outcome, this renders the service invalid and in vain. Any inspection that may have been performed necessarily cannot have value to the customer if information regarding its outcome is not provided. Because of this, I now have to pay another company to re-do the inspection to get the information I need. I request a full refund from the merchant. Further evidence and description is provided in the attached document.

  

  Business Response

  Date: 09/23/2024

  To whom it may concern, IFE NDT, LLC performed the pre-buy inspection per recommendations of manufacturer to ensure the ride was in operating condition.  IFE provided the customer with the inspection report and also supporting pictures.  As you can see in the email correspondences attached, due to circumstances beyond IFE's control there was a short delay in the customer receiving the information due to our technician's phone being damaged, but she did receive all the information.  The customer did not provide any other specific procedure or form that the inspection needed to be completed with, so IFE completed the inspection documentation on our IFE in-house inspection paperwork.  IFE even requested any other form that may need to be completed and offered to transpire all the documentation to that form with the inspector's stamp, but the customer never provided another form. IFE stands by the fact that a job was completed to the best of our ability with what information the customer provided.  We had to dispatch our inspectors from El Reno, OK to Washington, OK to perform this job and complete the inspection.

  Sincerely,

  **** *******, CEO/Managing Partner

  PH: ************

  

  Business Response

  Date: 10/01/2024

  The inspection was performed in accordance with the directions of the "so-called pre-buy inspection" per a phone call from the customer with follow ups.  Whereas IFENDT provided ALL acceptable reporting for a pre-buy inspection per recommendations of the manufacturer. This was not a compliance inspection per any service bulletins or such. The customer was provided ALL documentation that the ride was in working condition with no known structural defects.  There is no such procedure or guidelines given to perform a pre-buy...Visual Inspection, operate the ride for correct operation and that is it.  The pre-buy inspection services were provided by IFE NDT with the inspection report and photos.  When IFE NDT requested any other specific documentation form to be completed from the customer, the customer did not provide any such form nor wanted to resolve the matter, but merely put a dispute into their credit card company.  The credit card company refunded the inspection, but then after IFE NDT responded with their side of the case story, the credit card company sided with IFE and provided IFE's service money back. IFE stands by the fact that the "pre-buy inspection" was performed and documentation as such was provided to the customer.  Just because the customer doesn't 'like' the inspection report provided doesn't constitute the right for the customer to be provided a refund as the service was completed by IFE.  As IFE stated previously directly to the customer, IFE would be more than happy to complete any additional specific paperwork provided by the customer to resolve this matter.        

  Customer Answer

  Date: 10/09/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the merchant is being dishonest
  that all materials that constitute the report have been provided to me.
  Per the merchant's direct statements in their emails (see original
  attached document), they were to provide me with a) NDT measurement data collected
  during the inspection, b) narrative report to accompany the photos
  (photos were sent alone, no text or description of what they were even
  showing), and c) video. Each of these was promised by the merchant in
  their email communication to me. This documentation is indisputable.

  As
  stated in my original attached document, I have already attempted to
  rectify this issue through my credit card. However, unfortunately there was a
  technical error during the process resulting in the bank not properly
  receiving my documentation. Therefore, they never actually reviewed the
  proof showing the merchant has failed to comply with their agreement to 
  me. I fought this, but was told that legally they could not re-open the
  investigation without the merchant's permission which they declined.
  

  I stand by my statements that IFE NDT has not held up their side of the business arrangement because they have not provided the measurement data, narrative report, and video resulting from the inspection which they promised to me. Without this information, not only are the results of the inspection unclear, but I may have been overcharged (for example, if no measurement data was collected then I should not have had to pay for the technicians which the inspection invoice claims were necessary). IFE NDT does not operate their business in good faith and owes me my money back.
  
  
  
  Sincerely,
  
  
  
  ***** ******