• Report: #1066334

Complaint Review: PROCLAVE, LLC

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  • Submitted: Thu, July 11, 2013
  • Updated: Thu, July 11, 2013

  • Reported By: mad as hell — milford Massachusetts
PROCLAVE, LLC
Internet USA

PROCLAVE, LLC AUTOCLAVE EQUIPMENT PROFESSIONALS, LLC STEAMING MAD. LARGO FLORIDA

*Author of original report: STILL STEAMED

*UPDATE Employee: Proclave's Side of the Story

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I purchased a refurbished Ritter Midmark M-11 frtom Proclave in Largo, FL over the internet. It came with a one year warranty as welll as 60 day no hassle written return policy. Upon delivery, it didn't work. We called them. They agreed to take it back. Full refund was assurred by their sales manager.

We waited six weeks for the Visa refund-- " It's being processed."

After much yelling, they agreed to delete a $200 restocking charge, as wlll as a $150.00 " broken door charge". Refused to refund a $200 charge for a " repair of door" charge.

Totally fictitious after-the-fact  hassle in an attempt to not refund the customer's money. Nothing more than unmitigated rip-off.  We suspected that they were rip-off cons when the product was received in a non-working status; we took elaborate color photos of the packing before we shipped it back. Furthermore, there was no mention whatsoever of a " broken door" until we complained about the BS "restocking" charge.

I spoke to Midmark HQ, and they don't even recognize Proclave as a legitimate dealer- despite the business card they included with the product.

I am a busy surgeon and have been in practice 30+ years. I own two other Midmark sterilizers. Never have I experienced such bald faced liars and rip off cons as these guys. Everyone of several of my O.R. staff and business managers who deallt with Proclave regarding this purchase was similarly taken aback by their nonsense.

Don't buy from them. Use my experience as a sad learning lesson for your benefit!


This report was posted on Ripoff Report on 07/11/2013 05:32 PM and is a permanent record located here: http://www.ripoffreport.com/r/PROCLAVE-LLC/internet/PROCLAVE-LLC-AUTOCLAVE-EQUIPMENT-PROFESSIONALS-LLC-STEAMING-MAD-LARGO-FLORIDA-1066334. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

STILL STEAMED

AUTHOR: mad as hell - ()

Hello,

Don't believe a single word that they're saying in rebuttal. We didn't t throw anything into a box and  furthermore we had the unit here for 36 hours, not a few minutes.

Until we persisted, they wanted hundreds of dollars to take back a defective unit which supposedly had a 60-day no hassle return policy.

As for the "defective" door, why no mention of it for 6 weeks when they kept telling us a full refund "was being prepared"?

Why no photos of said door?

Why no claim submission to UPS?

Why?    Because the door was fine and Proclave had to come up with something to rip us off, that's why. Have you seen the door on a M-11? Very solid, thick and heavy-duty. Total rip off.

Take it from us-- it is not worth the hassle  dealing with Proclave. 

 

 

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#2 UPDATE Employee

Proclave's Side of the Story

AUTHOR: Proclave - ()

Thank you for your feedback. Whether positive or negative our customer’s opinions are very important to us.

As an employee of Proclave I can assure you that we are 100% customer orientated and we feel that while this incident is unfortunate, it is also isolated. The Midmark M11 that this customer references was refurbished using our industry leading processes and thoroughly tested prior to shipment.

Upon receiving his unit the customer advised that he “opened the box, plugged in the machine, and when it didn’t come right on I through it right back in the box.” Upon receiving this initial call our sales manager offered to walk the doctor or his staff through initial setup and testing to see if the problem could be rectified but the customer declined and became verbally abusive so he was instructed to ship the autoclave back to our facility to receive his refund.

Upon receipt of the returned item it was noted that the M11 unit was not re-packaged for shipping correctly and thus was returned with a cracked door. The charges for replacing the door were subsequently deducted from the refund amount provided to the customer. It is important to note that the customer WAS NOT charged a restocking fee, return shipping charges, or labor on the door replacement which are all standard charges in a situation such as this. Furthermore, upon receipt of the “non-working” unit our technicians were unable to duplicate the issues that the customer claimed to have endured and after another round of testing the unit has been placed with another, VERY HAPPY customer.

The customer clearly states in their review “after much yelling” he was able to get some concessions. Perhaps had he and his staff refrained from yelling at and cursing at our staff they would have been much more eager to help this gentleman find a resolution.

We appreciate all feedback - as a company with a blemish free standing to date we take his response seriously and will be certain to apply what we have learned from this customer to future customers.

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