ComplaintsforAxle Surgeons

• Initial Complaint

  12/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  June 29, 2023 - I gave a $3,000 deposit for a Heavy-Duty boring machine, sleeves, drill bits etc. In July, I traveled to Ohio for the training class on how to use the machine. While there, I payed the remaining deposit of $6,487 on 7/15/2023 via check. I still have yet to receive everything I have ordered. I have followed up multiple times to either be told it's been shipped (when it hasn't) or be told they have no ETA on when the parts will be available. I have called multiple times and asked for tracking numbers and most recently a refund only to be hanged up on multiple times. The machine, that I did receive is useless without all operating parts. I have had to turn away multiple customers due to this company's incompetency. Most recently, my spouse called them asking if we can just get a refund and they told her yes. When she started to ask how this refund will work, the president of the company hung up on her (***** ***** aka *** *****). We have always been the ones to follow up, no updates from them and being told now that the timeline on the parts are indefinite is not acceptable. We want a refund for the parts we did not receive which are: reamers and long cutting bits.

  Business response

  01/11/2024

  [BBB Transcription via Phone]

  He tried to buy one of our machines. When he called I let him know our volume of work is double and because of Covid. I let him know he would need to come to a training class. I let him know that the next class is in January. We offered him a refund and he thought about it and decided against the refund. We have shipped all items and waiting for 2 more parts to come in to ship. The machine is still operable without the missing 2 parts. 

  Customer response

  01/15/2024

  
  Complaint: ********
  
  I am rejecting this response because: What Axle Surgeons is stating is not fully true. See emails attached. December 8th, we called requesting an update and wanting to get a refund. When asking for a refund and how we would go about that *** hung up very rudely on my spouse. We want a refund for the items we have not received, plus money for damages on missed jobs. We invested a lot of money with this company, spent time away, traveled to the class and believed in this company. They have let us down. They don't give updates, don't send tracking numbers and have zero customer service. We had $6,000 worth of work lined up for this machine which we lost because we could not perform the specific work due to missing components. The machine does work as a full unit when all needed components are present, which at this time we are still missing components, which in return limits the jobs we can/cannot perform. *** stated he was in the middle of making a batch of the missing components that we need in November/December, and in yet we still did not receive them. 
  
  Sincerely,
  
  ****** *********

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