Verified Company
This business had extremely poor customer service and are a bunch of cons. I brought in a pressure washer to be fixed because the pump was not functioning. The pump itself was still under warranty so I was expecting this to be covered. I told them to call me if for some reason the part that needed to be fixed was not under warranty and to give me a quote, if that was the case. I waited almost 6 weeks and had no response back from them. I finally called them myself only to be told that a valve was broke and that part is not covered under the warranty. I asked for a quote on replacing it and the guy I talked to said he would have to call me back. I waited another month with no response back. I called them back again only to be told they did not have a quote yet and that they would call me back. Once again I waited another month and still no communication back from them. I called them again and finally got a quote. THEY QUOTED ME OVER $400 TO FIX A $600 WASHER! I looked up the cost of the valve myself that needed to be replaced. IT WAS ONLY GOING TO COST ME $40 TO FIX MYSELF! Ridiculous! How do you justify charging that much more for such a cheap, easy fix? Also, when I received the washer back some of the valves that were functional were missing. So I ended up having to replace all of them even though they were not all broke... After almost 4 months of trying to deal with these people, I was still left with a non functioning washer and was charged $20 for labor just for them to tell me an outrageous quote. Like one of the previous reviewers mentioned, this business provides very poor service all while still wanting take your money. I would avoid this business at all costs.
Reply from Industrial Tools Sales & Service
2018.10.04
Andy, I would suggest you check your owners manual in regards to the warranty on your pressure washer. Unfortunately Dewalt will not be the bearer of bad news when you call them. They just inform you that Dewalt items carry a 3 year warranty. If you check your manual it will state that the high pressure pump has a five year warranty FOR DEFECTS IN MATERIALS AND WORKMANSHIP. If you contact a service center they will have to give you the bad news that Dewalt does not cover wear items. Wear items include the valves, piston seals, packing and the unloader. Basically all the warranty covers is the brass head and the crankcase. We don't write the rules, Dewalt does. If we install the parts, file a claim and send you on your way, we get left eating the parts and labor because Dewalt will deny the claim. We have been down this road before. Your owners manual also states "DO NOT stop spraying water for more than two minutes at a time. Pump operates in bypass mode when spray gun trigger is not pressed"... If the pump is left in bypass mode for more than two minutes internal components of the pump can be damaged.". You failed to mention that someone had been in the pump already and one of the valves was missing and a couple were installed upside down and broke when the valve caps were reinstalled. There is a pretty good chance that some of those pieces went downstream and damaged the unloader. The unloader for this unit upgrades to an unloader/manifold kit which runs $459.64. Instead of giving you this option to repair the pump, we quoted a heavier duty Comet pump with an external unloader which is a much better pump than the Triple A pump currently on your unit. I'm sorry that you are dissatisfied with the service and the quote provided, but we were on the losing end when you came in expecting warranty. As far as the bench fee, yes our techs like to have a steady paycheck, so we do charge check out fees. If not, labor rates would have to be higher to offer "no charge estimates". This in turn would put many smaller items in the not feasible to repair catagory. If a replacement item is purchased from us when the original item is deemed not cost effective to repair, we do not charge a check out fee. Hope this clarifies things a little.
Was having problems with a trigger on a DeWalt 20-volt Max lithium-ion impact driver. Brought it in on September 13th. Didn't hear from them, so I stopped in on October 16th or 17th. They said they were going to call me, but hadn't yet. I told them to get it fixed regardless of warranty status. I called them again on October 23rd and it still wasn't fixed. So now a month and 10 days later, after costing me $16 to get it back from them with NOTHING done, I'm sending it to Indianapolis to the factory service center with free shipping both ways to be fixed. This tool could have been used every single work day including some Saturdays and Sundays for that month in 10 days it was gone.