Complaints

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• Initial Complaint

  Date:08/12/2022

  Type:Service or Repair 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.

  Allstrap sold me a new Signode BXT3-19 strapper. When it needed service 4 months later, the repair shop discovered that the tool had it’s serial number ground off and replaced with a bogus number, and was therefore not covered by the 1 year warranty given with this tool. Signode corp. Tells me that Allstrap is not a distributor, and they are not reputable. **** at Allstrap refused to refund my money because it took 4 months to discover that they had ground off the serial #! They are holding my tool, and want $900. For repairing it. Photos show our tool, and an in- modified one.

  Business Response

  Date: 08/12/2022

  Wear parts have a 30 day warranty (see attached SIGNODE NEW TOOL WARRANTY), and this outside of that timeframe.  The picture of the knife is attached, and it is destroyed. 

  Customer Answer

  Date: 08/12/2022

  Information provided in the response does not address the complaint.

  The tool purchased as new from this company was defaced and therefore voided the factory warranty.

  Whether or not the current repair is covered by a warranty is not relevant. Neither the factory, nor ANY authorized dealer will handle this or any future work under the 1 year factory warranty due to the fact that Allstrap removed the serial number ( ground it off!!) and stamped a fake one in its place.

  Signode, the manufacturer, told me that they haven’t done business with Allstrap, due to their questionable business practices.

  Another legitimate distributor. Whine we have done business with, refused to work on the tool because of the defaced serial number.

  I want a full refund for this tool.

  It was sold under false pretext.

  Business Response

  Date: 08/15/2022

  We offer full warranty on tools.  This tool had been abused and the wheel, knife, and grippers were beat up and needed replaced.  The warranty does not cover wear parts (all the broken parts are wear parts, see new tool warranty with high lights excluding wear parts).  We will cover under warranty any warranty problems.  Broken wear parts (as opposed to worn) generally happens when 1) an operator tries to use steel strapping in a plastic strapping tool, or 2) when the tool is cleaned out with a pry bar, or another blunt instrument.  This failure has nothing to do with the serial number, and the wear parts will not be covered after 30 days.

   

  This is sort of like buying a Ford, crashing into a brick wall, then demanding Ford accept the return.  This tool has major damage, and it is not Signode's fault.  The fault lies with the person who ran into the wall.  After it is run into a wall, nothing else matters.  The damage has nothing to do with serial numbers.  The customer would like the wear parts to be covered under warranty, but they are not.  Bringing up a serial number is a red herring.   

  Customer Answer

  Date: 08/15/2022

  Allstrap is not responding to my complaint.

  They have sold me a tool as new, that has had the serial number ground off and replaced with a fake one.

  I don’t know why they did this. 
  Here is a response from the manufacturer, Signode:

  Here is what our tool repair center said:
  ******,
  The fact that the original factory serial number has been replaced by a different number alone will void the warranty through us regardless if it has been refurbished or not because we have no way to know when it was manufactured and we have to turn in this information to get paid for warranty claims.
  

  Allstrap is claiming that it is under warranty WITH THEM, but this is not a warranty from the manufacturer, which is what I paid for, and anyone would expect. Allstrap seems to be selling these tools without factory authorization . There is no way to verify anything they say, because they have ground off the serial number, which is basic to servicing this $4000 tool. They are cheating people, and although the manufacturer no lonnger deals with them, and others in the packaging business know them as a fraudulent business, I didn’t know it when I bought the tool.

  I have asked either for a refund, or that they replace the tool with an unaltered new one.

  They did not inform me that they were selling a tool that had the serial number ground off and a fake one stamped in when I bought the tool. If they had, I would not have purchased it.

  I would like to add to my last rejection of the business's claim.
  
  They make an analogy to buying a Ford and crashing it into a wall, and then asking for Ford to replace the car.
  
  A better analogy would go like this:
  
  I buy a new Ford from a Ford dealer. 4 months later I bring it to another Ford dealership looking for service, which will hopefully be covered under warranty.
  
  That dealer tells me that the car's VIN number has been scraped off, and another fake VIN tag applied, and is therefore void from any warranty work. They also tell me that the "dealership" that I purchased the car from is known to do this sort of thing. I then call Ford. They confirm that the VIN number is fake, and that has invalidated any future warranty work.
  
  They also tell me that the business that I purchased the car from is NOT a Ford dealer.
  
  The place where I bought the car tells me that "sure, we will repair the car that we sold you".
  
  This is not the same as a warranty from Ford. It was a fraudulent sale that would not have come to my attention until service was required and the number was checked.
  
  As I said, I don't know why Allstrap is grinding off serial numbers, and I don't care to get involved with their history with the manufacturer of the tool, Signode. I want my money back, or a new replacement that will be covered by a factory warranty. I am not presently contesting the warranty coverage for this particular repair (although that could be another complaint), I am contesting the validity of the sale in the first place.