Lack of response
Complaint
Dale Ritchie
Country: United States
On March the 12th 2010 I ordered a part for the above referenced power washer from Power-Washer.US. They billed the credit card but cannot give a day when I would receive the part. No response to two emails asking the status of my order, I waited on the phone March 31st for 30 minutes to speak to someone who did not convince me this is a real company. I believe it to be a non-exsistent company. I bought the unit from a Sears store and when I ordered the part I discovered the serial number had been removed from the unit. I called Sears today the 31st and asked why they would sell a product without serial number and did not recieve a satisfactory answer.
Comments
SN missing from unit purchased from Sears would be an issue to pin down directly with the manufacturer, as Sears is presumable their authorized distributor. The main issue is presumably whether Sears or the manufacturer will honor your warranty.
The second issue is regarding an order for a part, charged but with no part shipped.
Presumably this is the site.
http://power-washer.us/
Their "contact us" page shows them at
http://power-washer.us/contact.php
"...
1825 Greenleaf Ave
Elk Grove Village, IL 60007
..."
Their BBB report is here. Although they are rated "F", there are only a few complaints, and the rating appears to be due to no response on 2 complaints.
http://www.bbb.org/chicago/business-reviews/c ... age-il-33003669
You are having problems getting a response. They have already charged you, but you have no indication they have shipped anything. When you do contact them, you would want proof of shipping, i.e. a shipper and tracking number.
Key thing to keep in mind: With charges to consumer credit cards, you have 60 days from the statement date of the statement showing any disputed charge to dispute under FCBA. Do not under any circumstances (regardless of any promises) let this dispute window pass without resolution, since your bank will only reverse charges disputed within this 60 day period.
Send a letter, certified, indicating the date and amount they charged your card, that you have not received the part you ordered, and asking when you should expect to receive it.
If you get no part within, say, 1 month of the charge, you might try one more time to contact them, after which you will have to cancel the order and dispute the charge through your bank due to failure to deliver, in order to protect your interests.
Responsible companies (Amazon, for example) do not charge until they ship.
I am a Customer Service Representative at Power Washer Company. Please accept my apology for the issue that you experienced with your PW1850 pressure washer.
Please contact us at 800-381-0999 or email us at cservice@fna-group.com. Reference this posting when you make contact and we will resolve this issue to your full satisfaction. Please use reference number DG07051910 when you contact us.
Thank you,
Power Washer Customer Service Team
So far I was able to used 6 times and the 7th time, the motor started to smell like something is burning. Looks like the motor is dying. The presure droped.
I wasn't expecting such a bad product from Menards. Apparently it is out of waranty right now. probably the replacement part will cost half price of the washer. Very disappointed.