Complaints

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• Initial Complaint

  Date:16/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is regarding equipment I ordered and was delivered damaged. This is 1900 pounds of equipment in two large crates. When it was delivered there was no way to see any of the equipment and it took nearly an hour for my workers to uncrate it and check layers and layers of items (the majority of which had damage and defects throughout). This was quickly brought to the attention of the company (FluidFloat in Winnipeg) and they told me that because I accepted the delivery, I was responsible for it, even though they acknowledged it was probably damaged in transit. This equipment was delivered in early June and I have attempted to work with Fluid Float for them to arrange a return of the equipment and refund my money. They told me they would send me a liner to repair the damaged tank, and would send things where I could repair all the damaged doors and other items. This was ordered as a new unit and I should not be expected to repair any of it. I also let the owner know no trucking company in the U.S. would wait more than an hour for us to unpack the crates, see the damage (which could not be seen otherwise), pack it back up in another hour and then have the trucking company reload it to their truck and return the items. This has been going on since early June and I do not know how to have this company do the right thing: accept a return and issue a full refund of money paid. I have made sure to take photos in all steps of the process (and some videos), and have voice messages, texts, and emails. * ** **** ******** **** ** *** *** ****** *** **** ***** ** ****** *** ** ***** *** ****** **** ****** *** ************

  Business Response

  Date: 12/10/2022

  *** **** **** *** ******* ** ** ******* ** **** ********* ** *** ****  *** *** *** **** *** **** ********* ******** We accepted the refund even though she accepted the damaged freight. The freight was in good condition when it left and arrived in Indianapolis in good condition and have pictures to prove that , even from the freight company. The problem is she had nobody to help her unload the product during delivery. I had another service within the freight company handle the unloading at an additional cost to Fluid Float . It's called 'White Glove service'. I have requested additional pictures from that department to prove that they didn't damage the freight when the hand-off was made.  I opened a claim with the freight company and was denied because the client accepted the damaged freight even though we had sent her pictures to reference before she did **** ********* and made clear not accept the freight if anything looked damaged. The damage she described does not match the claim that she did not see it or did not have time to inspect. Saying that, I've appealed the decision with freight company and I await for the additional pictures and their decision. Nonetheless,  Fluid float still accepted her return request as she had also made it known that she had personal health issues that came up *** *** ** ** ************ *** ** which she expressed was another reason she wanted to return the product.

  The issue is the cost of shipping. As part of the purchase agreement that is available online . The client is responsible for the return within 30 days. I've extended this until October 15, 2022 and Ms. **** has has yet to return the goods. Fluid had offered to arrange the return with our freight company with the understanding that the cost of all shipping would be deducted from the refund until a final decision was made from the freight company claim . Ms. **** had not accepted this offer. Ms. **** had staff communicate with us ***** *** *** ** ********* to arrange return without her approval of the terms. Her staff also communicated that she was speaking to attorneys to inquire about her options. Fluid Float then rescinded the offer and let the staff know where to ship the return to.

  She has also made ***** claims with her bank stating that she never received the goods . We can provide proof from our bank that there were two separate attempts to have funds returned to her without the product being returned. 

  We are at a stalemate because Ms. **** claims she has made many attempts to return the goods but has not . She continues to ask Fluid to arrange pickup which we have agreed to, most recently as of late September but she will not agree to the terms of the return. Her phone calls have been very combative as have her emails which is understandable with how this has all unraveled *** **** *** ****** ******** but we do not feel that we should solely responsible  for not only the damage to the product or unforeseen circumstances but also the shipping costs without doing proper due diligence in finding out how the damage occurred and who is responsible. 

   

  If you require any other info let me know.

   

  Regards,

   

  Nick