ComplaintsforPolyprint USA, Inc.

• Initial Complaint

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Polyprint Pretreater Pro was serviced in May and June of 2022. After service completed the machine began to fail in a different way than the service was to have corrected. I called the tech and after a day or two he called me back to let me know they needed to pick up the machine and take it to their shop to fix. He arrived approximately when he sad he would but without help to move a very heavy machine. He called two others to help and they, along with me moved the machine to their car. After a month,***************************** from their main office in ****** called me to offer the following options: 1. they trade machines with me and give me their office production floor model or 2. They would replace the rails that had rusted as well as several other parts but it would take two more weeks. I was quoted a cost of 167 plus tax for the parts they were replacing that were consumable parts. After two weeks, I had not heard from them so I called. Again ****** called me personally and told me their tech Que and one other had a bad case of Covid so it would be another two weeks. After three weeks more I called the office and spoke to Que. Que informed me I "COULD COME PICK THE MACHINE UP" but I had to pay the invoice. I had not received the invoice yet, but I was ok with paying. I asked for the amount of the invoice and was given an about 2x what was quoted, but never received the invoice. I've uploaded emails (not all communication were email) as NO INVOICE was sent to me. I am a female owned business and I'm 58 years old, it took four people to move it the first time, I CANNOT pick it up and that was not part of the deal. Also I was double billed (VERBALLY ONLY). I want the job done (if it's not already done) and I want my machine delivered back here by them, and I was a fair and as quoted invoice in writing.

  Business response

  10/05/2022

  Good Morning,

  We have addressed this issue with the client and today are delivering a new Pre-Treater and picking up the old one. This has been discussed with the customer and she has indicated that we have met her needs.

  Sincerely, 
  
  ******************************* (******** is no longer with the company) The email should be changed to ******************************** for future correspondence on this or other matters.

  President

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