Complaints

• Initial Complaint

  11/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 7/12/2023 I purchased a welding machine from Barnes Welding Supply for $4,555.92. I returned it by August 8th after only one use and a second attempt the machine stopped working. I was told they could not accept the machine there because it did not work that I had to take it to Fresno which I did. I told them I wanted a new machine or my money back because there was no reason for a new machine to stop working before 30 days. They told me that I could not return it because it has been past 30 days and that it was under warranty for repair. I insisted I did not want that machine and it was not past the 30 days. I filed a credit card dispute, but the credit card company closed the claim after several attempts. The business refused to return the money and even told me that they would charge my card again if the money was reversed which I opposed. I don't have the machine as it took over a month to repair and told them I didn't want it. At this point I no longer want to do business with Barnes Welding Supply and would just like to have my money refunded. This has been a very frustrating experience and very stressful. Any help or guidance would be appreciated.

  

  Business response

  12/26/2023

  Hello ******,
  
   
  
  My name is *********************** and *************** to the complaint below. 
  
   
  
  We have been in contact with Mr. ***** and a full refund has been issued.  ******** there was a misunderstanding regarding this purchase and refund.
  
   
  
  First, Mr. ***** purchased the machine at our ******* location. After 30 days, Mr. ***** returned to our ******* location and requested a refund because the machine stopped working.  He was advised by our store manager that the purchase was ***************** period for a full refund and the repairs would have to be completed as a warranty claim.  ******** Mr. ***** did not leave the machine for repairs during this visit. 
  
   
  
  On a later date, Mr. ***** then went to a different location in Fresno requesting a refund and again was advised that he was past the return period and the machine would have to be repaired via warranty claim.  ****** Mr. ***** did not leave the machine to be sent in for warranty repairs.
  
   
  
  Mr. ***** then went to our Service Shop in Fresno and dropped off the machine for warranty repairs. The machine was repaired under warranty and sent to our ******* location for customer pick up. Mr. ***** was contacted by our ******* location and advised that the machine was ready for pick up.  Mr. ***** did not respond or pick up his machine.
  
   
  
  We value all of our customers and service is a main priority of our business.
  
   
  
  We understand that the machine was submitted as a warranty claim and was properly repaired and is in good working order.  Even though the purchase is ***************** period, we still want to show good will and refund the entire amount.
  
   
  
  We hope Mr. ***** is content with these actions and hopefully we can still do business in the future.
  
   
  
  If you have any questions, please contact me at the number below.
  
   
  
  Thank you.
  
   

  Customer response

  12/26/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  i still believe that there is a misunderstanding oh how things unfolded but I am content with the results. I appreciate the help that was provided in resolving this issue. Sincere thanks. 

*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. ↩