ComplaintsforBarnett Tool & Engineering

• Initial Complaint

  06/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Customer service sucks at Barnett tool and clutch so good luck on returning wrong clutch! Ladies in office lie and ask for card number again after telling me it’s refunded! Wish was as good as there clutches are.

  Business response

  06/14/2023

  The customer was refunded on 6/13/2023 via the website. See attached Merchant Receipt.

  The return was received with deliveries on Friday, June 9. The paperwork came into the office to process the refund on Monday, June 12th. The customer called on Monday mid-morning inquiring about his refund. The customer service rep checked on it for him. She found his refund request in the bin for refunds in the accounts payable department and informed him it would be processed that day. Unfortunately, we were short handed that day and it did not get done. Furthermore, accounts payable was not aware this conversation had occurred or it would have been made a priority. She also informed him that once funded, it can take up to 24 hours or more to show up on his bank account.
  

  The next day the customer called again, Tuesday 6/13 stating his refund had not shown up. At that point she found it had not processed the day before and asked for his credit card number so she could manually issue it immediately and speed up his refund. (being the order came in through the website, if we refund through the website, it can take a little longer. We cannot see the customer card numbers on the website for customer security. If they would like to provide us with the same cc number, we can manually run it for an immediate process of the refund). The customer then got very upset, refused to give us the cc number and hung up.

  The rep came to management immediately about the situation. Being the customer did not give us his cc, accounts payable immediately went into the website processing and issued the refund. See refund attached. The customer may not see this on his end for 24+ hours due to banking times.
  

• Initial Complaint

  05/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In March 2022 I ordered throttle,idle cables and clutch and front brake lines. Invoice 335100. The cables and the clutch line were OK. The front brake line did not even come close to fitting. They had me take pics and after review, agreed and they sent me replacement parts. These did not fit either. I have now been tied up for several weeks and unable to use my motorcycle. I called and asked for a Return Authorization and refund. I was transferred to Evan's voice mail. I left a detailed message. I followed up with an email. I got no response to either . I called again and left a voice message. Again, no response. I have since filed a dispute with the credit card company. Barnett made a mistake and now are hiding by not returning calls or emails. Poor way to do business. I have since ordered and received the brake line from a different company that was very responsive and sent the correct parts the first time.

  Business response

  06/02/2022

  Barnett has personally and sincerely apologized by email and mail for the experience Mr. H******* had with Barnett Tool & Engineering in regards to his brake line and the Cable Technician.  It has been brought to our attention that our technician did not respond or return his calls and emails which is not the level of service a customer would expect of us, or Barnett has always strived to be.

  
  Management and Supervisors were informed of this situation on Tuesday, May 31, 2022 by the BBB. Being no manager or supervisor was aware of the circumstances we
  had no opportunity to step in at the time and make it right before it got to this point. The only point of contact was to our cable technician. In fairness to Mr. H*******, he made multiple attempts to contact our technician over a 2 week period. Once we were aware, Management immediately started to look into the information by pulling all records, orders, shipments and emails. When all information was retrieved and reviewed we understood Mr. H******* frustration with the situation.

  
  Barnett Tool & Engineering strives for superior customer service and products. These actions are not who Barnett is as a company or who we strive to be. Unfortunately, the technician did not follow through multiple times. That is being handled internally so this does not happen again.

  Mr. H******* disputed the charges on his credit card immediately. Our initial response was to send an email and letter apologizing to Mr. H******* as well as credit back his entire invoice including the other items he kept on the invoice.Yet, now that a dispute has been filed it creates that already occurring for the brake line only. Barnett understand Mr H******* frustrated with the entire process and did replace the brake line with another company.

  
  Barnett Tool & Engineering wants to make it right. We issued you a full credit of the original invoice, minus the disputed amount, and had Mr. H******* keep all the items on the order. We submitted the difference for the refund today and will be mailing Mr. H******* the credit receipt.

  
  Mr. H******* was given direct personal contact to one of Barnett Tool & Engineering's upper Management for any questions, concerns or needs . This is not Barnett's representative service and we hope in the future Mr. H******* will allow us to help with his motorcycle needs.
  

  Customer response

  06/02/2022

  
  
  I am rejecting this response because:

  The response given by Barnett is not at all accurate.

  "Barnett has personally and sincerely apologized by email and mail for the experience Mr. H******* had..."       --- I have not received any email or USPS mail from Barnett since 5/13 when I stated I would dispute charges du to their lack of response. 
  
  
  
  
  "Mr. H******* disputed the charges on his credit card immediately. Our initial response was to send an email and letter apologizing to Mr. H******* as well as credit back his entire invoice including the other items he kept on the invoice."  --- I did not dispute  the charges immediately   On April 28 I requeste4d to start the refund process. I received no response. On May 13 I sent an email saying I would start the dispute process.... I did allow for time and  completed the dispute process on May 26... not what I would call immediate. 

  
  "Barnett Tool & Engineering wants to make it right. We issued you a full credit of the original invoice, minus the disputed amount" ---  I have received no credit from Barnett as of this time.
  
  "Mr. H******* was given direct personal contact to one of Barnett Tool & Engineering's upper Management for any questions, concerns or needs ."  --- As stated above, I have received NO communications from Barnett since May 13 .

   

      I had been a customer of Barnett for many years.... no longer after this fiasco.

  
  
  Regards,
  
  ****** H*******
  
  
  
  
  
  
  
  
  
  
  
    

  
  
  
  
  
  
  
  
  
  

  
  

  Business response

  06/02/2022

  As stated in the previous reply, Management was informed by the BBB on May 31. The supervisors and managers were not aware of the situation prior. Once we received the information through BBB, then we were aware and took action.
  

  Again, being we had to pull all paperwork and review it, it does take a bit of time to decode and understand the entire situation.
  

  An email was sent to Mr. H******* on June 2, 2022 at 12:28pm, before the BBB response was drafted. We wanted to make sure to get back to Mr H******* first. See attachment 27
  

  A USPS Priority letter went out today as well with a copy of the email AND the cc authorization slip for the credit.See attachment 27
  

  In the email and what was mailed was the Vice President of the company and her personal email.

  All that Mr. H******* is disputing is inaccurate as it was done. I realize he would have not received the letter yet, but it was mailed. The email stating all the information he is claiming to be untrue was emailed to him at 12:28pm today. The email and mailing proof is attached.

  I understand Mr. H******* put the claim in with his credit card company prior, but we just received the paperwork today, dated 6/2/2022, at 9:07am. Please find the attachment above as well.
  

  Customer response

  06/03/2022

  
  
  I am rejecting this response because:

   It is clear to see that Barnett is not being forthright. Yesterday they said a USPS mail was sent... now today they say they are saying they are sending it. Which statement to believe ?

   They said an email was sent.... funny that it was never received by me.  My email provider can confirm that. 

   They said a refund was issued. My credit card company can confirm that no refund was issued. 

   

    Regarding their lack of management awareness, that is an internal problem , but it certainly impacts their customer business.   I called their listed number and was told by the person that answered the call that the only person that was able to authorize a return was Evan and they transferred me to his voice mail.   After that... nothing despite emails and voice messages. Just to continue my attempt to contact this company, I sent a message on their facebook page, where, the owners state  that they are actively involved in the daily operation of the business.... I never received a response.... so much for their involvement..... Here's is what they published...."From Mike Taylor and Colleen Barnett-Taylor- the owners of Barnett:
  We are not owners who sit behind desks and tell people what to do. We are both actively involved in all aspects of Barnett from materials, design choices, taking orders from customers and tech calls to picking up a broom when needed."

     I've wasted enough of my time demonstrating that I can't believe anything that this company says or writes.   I hope others will take heed. 

  
  Regards,
  
  ****** H*******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

*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. ↩