ComplaintsforMettler-Toledo, LLC

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a piece of equipment from this company several years ago. SInce then the company has been billing and invoicing the university for services that have not been received. At one point, the sales department called me 3 times in one day to harass me for services that I did not receive. When I stated that no one had come out to service my unit in years - they still bill me!

  Business response

  10/18/2023

  Please see the attached responses to the customer. 

  Also here is the final disposition below from **** *****
  

  
  From: ***** ******* ******* **********************
  Sent: Tuesday, October 17, 2023 5:37 PM
  To: ******** **** ********* **************************
  Cc: *** ***** ******* ******************
  Subject: Mettler Toledo follow up
  
  Hi ********,
  
  My name is **** *****.  I’m responsible for the Service Support Organization.  ***** *** shared with me your experiences and recent frustrations with our communications.  I apologize for these communications.  We have taken all the necessary steps to prevent any further communications or invoices to your attention per your request. 
  
  Please let me know if there is a good time I might be able to call you to express my sincere apologies.
  
  We appreciate your feedback and hope we might be able to meet your needs some time in the future. 
  
  Best Regards,
  
  **** *****
  Head of Service Support Organization
  
  Direct ###-###-####
  Mobile ###-###-####

• Initial Complaint

  01/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  A work colleague ordered (supposedly) pH meters from Mettler-Toledo on 7.12.21. When they arrived, she realized they were conductivity meters, not pH meters. She put them aside to send back. As I was head of the department, I supplied my personal credit card for the purchase, as I did many times. Product was shipped 7.22.21 and we received 2 days later. On 8.18,21, we started the return process. With back and forth, we finally got a return authorization on 10.4.21 #********** and product was verified by MT as received on 10.18.21 at 10 am per Fedex. I have requested an inquiry from MT and I have record of this inquiry, but no results. I am out $2073.60 and now have been for 5 months. MT normally has a restocking fee, but at this point I want the full refund via check including tax and interest from MT. I have received no feedback from MT since filing an inquiry with them dated 12.6.21. Sales order number: ********* Invoice #: ********* I no longer work for the company I purchased the product for. I do have all of the supporting documentation and can provide that. A colleague who works there, ****, has assisted with return shipment and paperwork (fyi.) Please advise if you can assist me. I really appreciate any support! ***** ******* ###-###-#### Prefer correspondence via email or phone. **********1@hotmail.com

  Business response

  10/19/2023

  
  
  From: *** ***** ****-US
  Sent: Wednesday, October 18, 2023 5:01 PM
  To: ****.dix@spiceworldinc.com
  Cc: *** ***** ****-US <*****.***@mt.com>
  Subject: Hello ****- Complaint Entered to Better Business Bureau by ***** ******* on 1.4.2022
  
  Hello ****,
  
  I have a bit of an odd/older situation to run by you. My name is ***** ***. I am the Quality Manager for our Mettler-Toledo, LLC North American Sales organization.
  
  The Better Business Bureau recently uncovered a formal Complaint filed by a ***** ******* as it applies to the attached invoice ********* from sales Order *********.
  
  This goes all the back to late 2021 and early 2022 . It appears the formal complaint day was 1.4.2022 (Attached).  It is important to note that this is not ***** bringing this up, it is the BBB acknowledging that they did not have any idea what to do with this complaint and closed it on their end and notified me of this for the first time on 10.11.2023 when they got my name as a MT contact.
  
  We have an open credit for $1,776 available and want to discuss some options with you.
  
  Can you call me when you get a moment on Thursday 10.19.2023 at ###-###-#### 9am-4PM EST to discuss some options- One of which is refunding to the master card on file?
  
  I have not contacted ***** directly at this time.
  
  
  
  
  
  
  Regards,
  ***** ***
  Quality Manager MT-NA
  
  METTLER TOLEDO
  North America
  **** ******* ******* ********* ** *****
  Direct ###-###-####
  Mobile ###-###-####
  *******************
  ****************
  
  

  Customer response

  10/27/2023

  From: ***** ******* <*****mmman1@hotmail.com>
  Date: Fri, Oct 27, 2023 at 9:26 AM
  Subject: Re: You have a new message from the BBB of Central Ohio in regards to your complaint #16424810.
  To: Better Business Bureau <disputeresolution@centralohio.bbb.org>
  
  
  

  please dont close this.  I want to pursue.  I was not in my email yesterday 

  
  

  **********

  
  

  thx

  
  

  
  

  Best Wishes,

  
  

  ***** *******

  ---

  Business response

  11/29/2023

  This has been taken care of by the business, directly with the customer.  

  Customer response

  11/29/2023

  THe complaint is resolved.   thx

   

  ***** *******

   

*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. ↩