ComplaintsforTransmotion, Inc.

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company is supposed to be a professional installater Of exercise equipment. I made arrangements for this company to come out and assemble a piece of exercise equipment I purchased. They came out approximately two months ago to assemble the equipment and it was never assembled correctly. Subsequently they have sent two different teams of installers out to evaluate their work and I received different information from each installer with no resolution of my complaint sub, I contacted the company, who sent me the piece of exercise equipment and I sent them pictures and they sent me instructions and information detailing how the machine is supposed to be assembled and that it is put together incorrectly. I contacted the company Transmotion and requested the contact me to schedule a date of service to finish the job and do it correctly , and I will be happy to show them. The instructions sent me regarding how to correctly assemble the unit if they do not want to do this I want a full reimbursement because they have not done it correctly, give me the wrong information and Ive been very poor to respond to my subsequent emails and voicemail messages.

  Business response

  06/17/2024

  Dear *****,
  
  Thank you for bringing this matter to our attention. We apologize for the inconvenience and frustration you have experienced with the assembly of your exercise equipment. We strive for excellence in our services, and it is clear we have not met your expectations in this instance.
  
  Our records indicate that the issues you are facing may be related to the product itself rather than our installation process. However, we take your concerns seriously and want to ensure that everything is resolved to your satisfaction.
  
  We appreciate you sharing the instructions and pictures from the manufacturer that detail how the equipment should be assembled. We would like to schedule another visit from our team to review this information and make the necessary adjustments. Please contact our customer service department at your earliest convenience to arrange a suitable date and time.
  
  Your satisfaction is our priority, and we are committed to resolving this issue promptly.
  
  Thank you for your patience and understanding. We look forward to making things right.
  
  Sincerely,
  
  Transmotion Team

• Initial Complaint

  12/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We ordered a Whirlpool Top Control Dishwasher with Third rack in Stainless Steel via ****** order #********** on 11/19/2023. The appliance was to be delivered and installed on 12/13/2023 with two other appliances. Transmotion handles the installations for ******.On 12/13/2023, the installation team installed a nicer ** dishwasher at approximately 12:30 pm. Upon their leaving, I noted it was the wrong dishwasher and called the installation team, who returned noting the ** was intended for their next customer. My dishwasher was on a truck for delivery with the range and refrigerator to be delivered at 4:30.The correct dishwasher was delivered at 4:30 but Transmotion did not allow that deliver and install team to complete the installation due to the terms of their contract with ******. I was then rescheduled for installation (via ******'s communication with Transmotion) for 12/23/2023.On 12/15/2023, I noted water in my basement and discovered when the install team removed the ** dishwasher, they did not fix the hose or cap from the dishwasher to my garbage disposal. For two days, all water in my sink was not going to the pipes but pouring into my cabinets then basement. I've since capped the drain and dried out the basement. However, this has resulted in my inability to utilize my sink. I am now washing dishes for my wife, a 5 month old, and 2 year old in bathroom sink.I've been calling ****** daily for assistance. Their customer service team noted the water/sink issue would result in an escalated issue and prompt response. However, their team also noted Transmotion has not responded within their 24 hour timeframe as promised. On 12/21/2023, ****** suggested I reach out to Transmotion directly. On 12/22/2023, I received the attached e-mail asking to reschedule the 12/23/2023 delivery but not providing a resolution date. I called again on 12/22/2023 and the Transmotion team was again unable to resolve the issue.I just need it installed so I can use my sink!!

  Business response

  12/27/2023

  Dear *******,
  
  We sincerely apologize for the inconvenience and frustration you've experienced with the delivery and installation of your Whirlpool Top Control Dishwasher. We understand the importance of having a functioning appliance, especially during the holiday season, and we regret that your experience did not meet your expectations.
  
  First and foremost, we want to express our gratitude for bringing this matter to our attention. We have thoroughly investigated the situation and would like to address your concerns.
  
  It is deeply regrettable that the initial installation was not completed as intended due to a mix-up with the ** dishwasher. We genuinely apologize for the oversight and any inconvenience it may have caused.
  
  We have taken immediate action to rectify the situation. We have rescheduled the installation for your Whirlpool Top Control Dishwasher, and our installation team is committed to completing the process on 12/27/23. Our team will ensure that all necessary repairs and adjustments are made to address the issues you've encountered, and we will do our utmost to guarantee a smooth and successful installation.
  
  If you have any further concerns or if there is anything else we can do to assist you, please do not hesitate to contact us directly.

  Once again, we apologize for any inconvenience this has caused and appreciate your understanding as we work to resolve this matter promptly.
  
  
  Sincerely,
  
  Transmotion Team

  Customer response

  12/27/2023

   
  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.

  A delivery and installation team was flown in from ******* and arrived at approximately 12:30 pm. The installation was completed at approximately 1:15 pm. The team was very courteous and helpful.

  Thank you for resolving this issue.

  Sincerely,
  
  *******************************

• Initial Complaint

  06/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On May 29 Transmotion delivered patio furniture I had purchased from Great Escape in ********* **. The delivery driver crashed into my basketball hoop destroying it. This hoop was cemented into the ground and cement ran through the pole. The driver hit the backboard so hard it snapped the top half of the pole. The driver told us he had taken pictures of the damage and his company would take care of it. I was later contacted by Transmotion and they said they would take care of it and they asked me to get them a quote. I got them a quote for a new basketball hoop that included installation. This quote was for over $2000. Transmotion offered $200 saying the basketball pole had rust in it. This basketball hoop is used often and when installed the installer said the cement that ran through the pole would make this last forever. I guess he didn't think a truck driver would drive at a high speed through it. $200 will not be enough to cover the cost to dig up the pole that is cemented into the ground fill in the hole and re-sod the area. They have since given me a $300 final offer. I don't feel a company should be allowed to destroy personal property promise to replace it and than come back with an offer 10% of what the replacement cost is going to be. I am hoping you can help me resolve this issue. Thank you, ***************************

  Business response

  12/19/2023

  See last page of attachment for business response

  Customer response

  12/20/2023

   
  Complaint: 20185907
  
  I am rejecting their response because: They are offering $300 to repair a basketball hoop.  They snaped top third of the pole off.  The pole is cemented in the ground.  I have talked with several people to remove the post and it will cost me more than $300 just to remove the pole.  When they initially destroyed my basketball pole and hoop they said they would take care of it.  If I had known they were only going to offer $300 I would have filled a police report.  I previously provided them and you with quotes on what it would be to replace.  They have not budged from their $300 offer.  I feel like this is a case of a big company taking advantage of an individual.  Basically telling me take it or leave it.  If I had caused damage to Transmotion that would cost thousands of dollars to repair or replace do you think they would accept an offer of $300?  Since they are also ignoring you I guess my only hope of justice is to go through small claims court.
  
  Sincerely,
  
  ***************************

  Business response

  12/20/2023

  Dear ****,
  
  I hope this message finds you well. We sincerely appreciate your patience and understanding as we thoroughly reevaluated your case. Your concerns are of utmost importance to us, and we have carefully reconsidered our initial response to your complaint.
  
  In recognition of your concerns and as a gesture of good faith, we are pleased to inform you that we are increasing our final settlement offer to $400.
  
  We sincerely apologize for any frustration or inconvenience you may have experienced throughout this process.

  
  Sincerely,
  
  Transmotion Team

  Customer response

  12/26/2023

   
  Complaint: 20185907
  
  I am rejecting this response because:  When their driver snapped my basketball post in half I accepted his apology and I took Transmotion's managements promise to "take care" of the damages at their word.  Because of that promise I did not file a police report.  I assumed Transmotion did not want an accident report on their record and they were going to fix or replace the damaged pole and basketball hoop.  After 6 months they have finally increased their offer to an amount that *** cover the cost of the removal of the post.  That is not acceptable.  This basketball hoop was played on almost every week in the summer and while there was rust on the pole it was professionally installed with the post cemented in the ground and through the pole.  The installer told us this would list as long as the house did.  I provided quotes for the replacement of the unit because it can not be repaired.  If I had driven through the Transmotion office and caused damage that would cost over $4000 to replace I know they wouldn't accept an amount that *** cover the cost of clean up.  They would want the damage replaced.  I have never taken anyone to small claims court before but that is my only recourse at this time.  If they had made a serious offer it *** have been worth accepting instead of going through the pain and time required going to small claims court.  In the end I guess I feel confident a judge will find in my favor.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have been trying to schedule delivery of a treadmill. The first time they sent three people, spent 45 minutes, and could not get the brand new out of the box treadmill to work. Since then, I have been unable to get another delivery scheduled. They rarely answer the phone, and are unbelievably inflexible about rescheduling. I cannot get them to answer the phone or reschedule a new delivery for a date and time when I can be available to accept the delivery.

  Business response

  12/19/2023

  See last page of attachment for business response

• Initial Complaint

  12/13/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered a new bed and TransMotion was the delivery and installation company picked by the manufacturer. First, the bed was delivered, and it took a week to schedule the installation (not horrible but not great). They schedule the installation for Saturday between **** and 330. For some background, I had to take apart my old bed, move a lot of furniture and get the mattress out of the way in preparation.They never showed up and never called to let me know they weren't going to make it. 9 phone calls, several voice mails, 4 emails and no response. ***** ever picked up the phone. Had to go back to the manufacturer who said that they have tried to contact them but after 3 days they haven't heard anything either.

  Business response

  12/19/2023

  See last page of attachment for business response 

  Customer response

  12/20/2023

   
  Complaint: 18566514
  
  I am rejecting this response because:

  First off, it took a year to respond. Completely unacceptable. 2nd, to make matters worse, after filing the complaint and contacting the manufacturer, they tried to retrieve the bed from Transmotion. Transmotion informed them that they had delivered the bed to the wrong address and could no longer get it back. So the manufacturer had to reorder the bed and it took another 2 months to receive it.  
  
  Sincerely,
  
  *************************

  Business response

  12/27/2023

  Dear ****,

  We acknowledge that the one-year delay in responding to your complaint is completely unacceptable, and want to extend our deepest apologies for any frustration or inconvenience this may have caused. We are actively reviewing our internal processes to ensure that such delays do not occur in the future.
  Regarding the delivery mishap and the subsequent reorder process, I want to express our regret for the additional challenges you faced. We understand the importance of timely and accurate deliveries, and it is disheartening to learn that the bed was delivered to the wrong address, leading to a prolonged resolution process.
  Our team has thoroughly investigated your case, and we have reached out to the manufacturer to understand the details of the situation. It has been brought to our attention that the case was indeed submitted to the manufacturer, and they worked diligently to resolve the issue. Unfortunately, due to the complexities involved, the resolution process took longer than expected.
  We want to assure you that we value your business, and we are taking steps to prevent similar situations in the future. We are working closely with our partners to implement additional checks and balances to ensure accurate deliveries and faster issue resolution.
  If you have any further concerns or if there is anything specific you would like us to address, please feel free to contact our customer service team. We are here to assist you and ensure that your future experiences with us are positive and hassle-free.
  Thank you for bringing this matter to our attention, and once again, we apologize for any inconvenience you have faced.

  Thank you,

  Transmotion Team

  Customer response

  12/27/2023

   
  Complaint: 18566514
  
  I am rejecting this response because: apologies don't cut it. I paid for the premium delivery service. You not only didn't show up, never bothered to communicate until I filed this complaint (a year later). On top of it, you lost the bed that I was ordered. Pure incompetence.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 10th, 2022 installers came to my house to install a dishwasher I purchased from Costco.com. They (2 adult males, one younger wearing a hat with facial hair and another older, heavier set) arrived at 11:30am Pacific time while I was on a work call. They completed installation and was very rude. I decided not to tip as they also left trash all over the house and ripped my runner carpet. Today, on August 13hth, 2022, I discovered that my newly installed garbage disposal does not work and there is a water leak. The garbage disposal was installed August 7th, 2022 and was thoroughly tested for leaks and that it worked properly. Upon further inspection I see that the power cored to my garbage disposal had a clean cut and the power cord was hanging completely disconnected from the power source. No other work was done in the kitchen between when the garbage disposal was installed and when the damage was discovered.

  Business response

  12/19/2023

  See last page of attachment for business response

• Initial Complaint

  06/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased $4000 ****** pergola with installation from the Great Escape in Aurora. The pergola was installed on 4/29. A third party called Transmotion sent team of 2 men came out and spoke little English. I noticed at that time there were numerous scratches and strap marks from shipping from the manufacturer. Installer provide small container of touch up paint for me to touch up blemishes. There was approximately 50+ scrapes and scratches including some from setup and installation. Installers drilled 3 holes in the wrong place in each of the 2 overhead tracks. They did not remove plastic sheath on metal canopy. There are numerous strap marks on the the 4 support posts. It appears machine used to ship pieces but was too tight and has damaged finish. I called the office the next week and requested someone come out and view issues. I set appointment with Transmotion per instructions. At that time, I asked for a different crew to inspect. Supposedly scheduler added that to notes. On May 14, at 6:45 am crew leader from original installation showed up with another man. He looked irritated that he had to come out to the house again. I showed him marks and scrapes. He looked at me and said You Paint!. I tried to explain that I understood I would probably be required to touch up a few marks but over 50 was unreasonable and that I understood that most were probably caused by shipping. I did not get to address any other issues because he left and visit was going no where. I called manager *************** on May 16 and explained all of my issues and rude treatment by 3rd party installer. On May 17, I emailed a few pictures per Rob request. No contact by Rob or Third party. On May 27, Rob copied me on email to third party to resolve. No contact occurred again. On June 8, I emailed manager again and expressed my dissatisfaction. On June 9 Rob copied me on another email again to Transmotion. I have had no contact from either party since.

  Business response

  12/19/2023

  See last page of attachment for business response

• Initial Complaint

  06/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have used this company once in 2019. I reached out again in April of 2022 to move my thread Ill from ******* ******* to ******* ******** a 70 mile round trip To the tune of $495. I agreed and was give a total round trip window of complete round trip ****pm. The crew arrived at +/- 3 pm. No one called or answered my calls or emails. Finally when they did still no explanation or apology as to the delay. The crew left my ******* apartment well after 6pm. I found a washer that did not get replaced into the system. Ive reached out to both the merchant and the professional movers to no avail. I am seeking a partial refund for my time.

  Business response

  12/19/2023

  See last page of attachment for business response

*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. ↩