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Equipment Specialist Inc. nightmare

Discussion in 'Commercial Snow Removal' started by lazyike, Feb 6, 2014.

  1. lazyike

    lazyike Member
    Messages: 74

    I learned a lesson and that is to buy plow parts local... Orderd parts for my Boss plow end of December and finally I got a refund on my money on Feb. 6th (almost 2 months)because UPS and ESI could not get ther crap straight. We as plowing contractors cannot be down because it takes almost 2 months to get parts. It started out as a shipping problem but ESI expected me to deal with it and then I would have to check with ESI all the time and nothing would be done on their end. Bottom line is I guess I will have to drive the 45 miles to get the parts I need instead of assuming that someone will do thier job. I will not do business with these guys again.
     
  2. Whiffyspark

    Whiffyspark 2000 Club Member
    from SOMD
    Messages: 2,402

    Did you talk to Jim?
     
  3. Camden

    Camden PlowSite Fanatic
    Messages: 6,598

    That's funny, I'm also located in central MN and ESI is my first option for parts. I've placed many orders through them without any trouble whatsoever.

    In fact, one time I needed a part right away so I left Jim a message. He sent the part out immediately before he even called me back to get payment information. Now if that isn't service I don't know what is!

    Those guys have their act together and I'm sure you'll see as this thread generates views that your problem was simply an aberration and not the norm.
     
  4. lazyike

    lazyike Member
    Messages: 74

    About two weeks ago when I was wondering about my parts I thought that I should talk to the owner and then it will be taken care of. I called and asked for the owner, I explained my situation, he said he would have someone look into it and handed the phone to his secutary to take my phone number, an hour later I get a call from the same guy I had been dealing with and his excuse this time was that the E-mail from UPS to fill out to get a check from them was in his spam file....
    Bottom line is I should not have to talk to Jim or the owner. I orderd parts, had a problem when UPS droped off the box, I called ESI and told them parts are missing, at that point they should have taken care of it by talking to their shipper and then when they found out UPS was going to cover the cost of the full order, they should have resent my order. The whole thing should have not taken more than a week.
    UPS was very fast on thier side of things. After I had to file the claim they told me the next day that they will cover the order, and had sent ESI an e-mail asking for the invoice so they could refund the order, it sat in ESI's spam folder for a week and they found it after I called wondering what was going on.
     
  5. lazyike

    lazyike Member
    Messages: 74

    Bottom line is I orderd parts Dec. 21 2013, It is now Feb. 6th 2014, and my parts were still not sent out so I decided to get my money back...
    You can look in my post history and see that I defended these guys to someone else, but this situation made me decide that from now on if I need parts to go and get them myself.
    They should have handled it not me.
     
  6. framer1901

    framer1901 Senior Member
    Messages: 813

    In defense of ESI, I've never even ordered thru them, know nothing of them.

    1) How many times do you check your spam email folder?
    2) How many calls or people are they dealing with a day? Sure it's no excuse but in less you are in their ear daily, I could see this thing slipping thru the cracks, especially with the spam email..
    3) You had a weird situation, UPS claim that they were paying..., I could see that getting screwed up on a slow day
     
  7. Jim@esitrucks

    Jim@esitrucks Inactive
    Messages: 1,124

    Again, sorry for all the hassle with this. We DO NOT immediately ship out replacement parts that WE did not lose, as often as ups loses stuff we would be out of business quick. It took over a month for ups to issue us a credit, that we have no control over how fast that happens. The claim was started the day you contacted us that parts were missing. Was this handled perfectly on our end, no it was not, it has been insanely busy the past couple of months.
    Again, I apologize for the hassle and hope you will give us another chance to earn your business, thanks Jim.
    If you need anything, contact me directly and I will take care of you.
     
  8. IMAGE

    IMAGE Sponsor
    Messages: 1,741

    I'm in Fargo, ND. I have a Boss dealer 10 minutes away... and I still order my stuff from ESI!!! I've been very happy and never had any problems at all with them. I would rate them an 11 out of 10 stars!
     
  9. Maclawnco

    Maclawnco Senior Member
    from OH
    Messages: 628

    ive called twice for a quote on a 14' hydro v box on a municipal truck and have not heard back either time. not impressed.
     
  10. Jim@esitrucks

    Jim@esitrucks Inactive
    Messages: 1,124

    Maclawnco, you didnt talk to me that I recall. Do you remember who you talked to?
     
  11. Maclawnco

    Maclawnco Senior Member
    from OH
    Messages: 628

    a young sounding girl. it was before year end
     
  12. alldayrj

    alldayrj PlowSite.com Addict
    Messages: 1,096

    Bought a vbx and two b8 pushers from them, price was great. Having a problem with the vbx but thats boss's issue. They've been helpful and i understand this time of year everyones nuts and needs everything yesterday.
    Im ordering some boss parts from them as soon as i get a callback tomorrow. I trust they will make it right

    Your case sounds like an exception but most people deserve a second chance

    In perspective theres only one boss dealer on long island and i had to ask them for a price for the above order three times. They were $2500 more. And at least three times ive needed parts for my plows and they didnt have it, would promise to order it and never did, or just not call me back