• Report: #1078444

Complaint Review: Laguna Tools

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  • Submitted: Fri, August 23, 2013
  • Updated: Fri, August 23, 2013

  • Reported By: Innovases, Inc — Santa Ana California
Laguna Tools
17101 Murphy Ave Irvine, California USA

Laguna Tools Worst nightmare of my life Irvine California

*UPDATE Employee ..inside information: Seller's experience with transaction

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DO NOT DO BUSINESS WITH THIS COMPANY! My company bought a CNC Router from Laguna tools and it was a total nightmare. When we were in the process of purchasing the machine everyone was very much customer service oriented. Once they received the deposit for the machine everything went to black. When we went to inspect the machine at Laguna tools there was damages everywhere. When this was brought up to Chris, the salesman for Laguna Tools, he told us that the damages would not affect the production and that we were being “to critical.” He was one of the absolute worst salesman we have ever worked with. The machine was not delivered on the time and when they did deliver the machine; our company had to hire a driver to deliver it to our company.

Not only that but we had to hire a forklift with extra long forks to ensure there were no damages made during moving. Nothing was supplied or offered by Laguna Tools. Once we received the machine, we took off all of the packaging that was “protecting” it and couldn’t believe what we saw. The top of the table was ground down and there were dents and scratches everywhere. Not only were the dent and scratches very noticeable but Laguna Tools workers tried to cover it up with spray paint that didn’t even match the color of the machine. We also noticed that the machine didn’t come with wiring or plug to hook it up to an outlet. We immediately called Laguna Tools to let them know of the extreme damage that came about.

Steven, a manager at Laguna Tools, had the nerve to compare a $10,000 computerized machine to his surfboard stating: “When I got my new surfboard there were ding and dents and I wasn’t too pleased.” Would you accept a new car that was dented and spray painted over? I don’t think so. Steven then proceeded to tell us that he will get us a new machine with no damages. But when my partner went to Laguna Tools to look at the other machines, every machine that they had was damaged. We were so fed up with the customer service and the quality of the machinery all we wanted was a refund and to forget this nightmare ever happened. It took them a week to pick up the machine and return our refund. It was like pulling nails to get our money back. I’m warning all potential customers, DO NOT EVER BUY ANYTHING FROM THIS COMPANY, YOU WILL REGRET IT!  


This report was posted on Ripoff Report on 08/23/2013 11:59 AM and is a permanent record located here: http://www.ripoffreport.com/r/Laguna-Tools/Irvine-California-92614/Laguna-Tools-Worst-nightmare-of-my-life-Irvine-California-1078444. 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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Updates & Rebuttals

#1 UPDATE Employee ..inside information

Seller's experience with transaction

AUTHOR: Steve Alvarez - ()

My name is Steven Alvarez and I was Invloved with this transaction from the begining. The husband and wife buying this machine had visited our facility several times to see the machine and we produced several sample parts on the CNC model they were going to purchase. We agreed to give them the programmed parts that we designed for them as part of the deal. The machines were on backorder and the customer was notified when the machine was ready to be picked up. All cnc machines are delivered with no fork lift service. This is the responsibilty of the customer stated in our paper work. This is common practice with any large machine. The fact that they did not have the proper equipment to off load the machine show lack of preparation on their behalf. When they arrived to pick up the machine they noticed that there was some cosmetic damgage and were not very happy. They did notice two other identical machines close by and asked if they could have one of those. I mentioned that they were not ready but if they were willing to wait,I could arrange within a few days to have that machine prepped for them. They were unwilling to wait and decided to keep the machine with cosmetic issues and we would compensate them with an additional discount. The agreement was made and we loaded the machine onto the truck that they brought. A few hours later when they got the machine into their facility and they noticed additional damage,they called me upset. I offered my apologies and asked if they would let me take that machine back and provide the other machine that they had visually inspected but decided not to take. I also told the customer that I would deliver this machine with a forklift and pick up the other machine at no charge. I also offered to have them come down anytime for software help and design tips at no charge until they were comfortable with running the machine.

The machine took a few days to prep and we agreed to have the machine picked up on a Thursday afternoon. The driver unfortunately got stuck a few hours away and called the customer stating his situation and that he would be there first thing Friday morning to deliver. The customers were very angry and obviously not happy. They asked if they could have their money back.  Laguna tools agreed to give them a 100% refund which they received immediately once the original machine arrived back at Laguna Tools. I urged them to not take the original machine. I stated that I did not want them to have a machine they were not happy with and to please give me a few days to get the other machine prepped and delivered. It was there decision to keep that machine with the cosmetic issues. Our shipping department should not have cut corners and allowed that machine to be picked up and for that Laguna Tools apologizes. But we did make a concerted effort to make the customer happy. 

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