Keno Tractors

Complaint: [redacted] I am rejecting this response because: Keno again tries to mislead and confuse the reality of the situation so that they have no responsibility for their despicable actions • I arranged for all payment and logistics for the delivery of the order, so how would Keno know what I paid for? If I did not pay for shipping then how did the forks get delivered to me? I know of no shipping company who would deliver something that large for that distance for freeKeno knows that I paid for shipping and no reasonable person would even try to make a statement like he is making • Keno NEVER sells anything at below wholesale and he is again trying to misleadWholesale is what he paid for them and he would have you believe that Keno took a loss selling them to meI don’t think soThen he states I bought them at just above costWhich is it? Did you lose money or make money? • As to me owning a feed store, I have no idea where he comes up with this stuff • “he is demanding service as if he were a retail customer”I bought new and got used, rusty, pitted forks and he wants me to slap some paint on them and sell them as newKeno may sell rusty used stuff as new, but NOT meYou can see that Keno is a disreputable seller for even suggesting thisThese forks should be sold as used which would be around $since I can buy comparable forks for $ Keno entered into an agreement with me with no intention of fulfilling their end and I want nothing more to do with Keno and the way they run their business and take advantage of people while pretending to be reputableI bought new and Keno sold me used, rusty, pitted forks with missing hardware as the photos show, the only acceptable solution is to refund me the price I paid for the forks and a reasonable shipping charge for $and pick up the forks at their cost to return them Sincerely, [redacted]

The main problem was due to the fact that the Longshoremanwere on strike We had backhoe parts onorder, but due to circumstances beyond our control, these parts were incontainers sitting on the ground in Seattle for over months and we could notget them release to us.When the Longshoreman strike ended, there was a huge backlogin getting containers out We finallyreceived the container of backhoes Tomaintain our standards of outstanding customer service and to satisfy Mr[redacted] , we took parts off of one of these brand new backhoes and shipped themto the customer No body realized thatthe manufacturer had made changes (the first time in ten years that we areaaware of) to the boom and therefore would not fit Mr [redacted] 's currentbackhoe.We are still not sure of the cause of the failure even afterreviewing Mr [redacted] 's YouTube videos, but Keno Tractors is wanting to do theright thing, as we do, to retain our excellent customer service record We are going to resolve this issue.The end result and the customer has agreed to this, is thatwe will be exchanging out his old backhoe with a complete new one Mr [redacted] is aware of this resolution andis satisfied with it

To Whom It May Concern,Regarding Mr [redacted] complaint # [redacted] .First and foremost we have a company policy that there are no returns on electrical parts This fact is clearly stated on our invoice which the customer is sent a copy of.Mr [redacted] called me on 9-4-and inquired about purchasing a gauge cluster for his Jinma tractor and a few other parts I informed him of the prices and that I was waiting for my gauge clusters to come in on a container due from China I told him that as soon as I received the cluster that I would send it to him I only charged shipping for one package and sent him the other parts he ordered Mr [redacted] was aware that it was going to take some time to get the cluster and said he was OK with it A couple weeks went by and he called two times asking where his instrument cluster was Each time I was very apologetic and informed him that I still had not received it On Friday, 10-9-I received the instrument cluster It was too late in the day to send it out The following Monday (10-12-15) I shipped out his package [redacted] priority mail I paid the cost of shipping Part was delivered 10-15- Mr [redacted] called and said we sent him a used part with grease all over it, dented bezel and missing hardware My partner Nan took this call Mr [redacted] did not want to work with usNan offered to send him a new one (that we had in stock) and he refused, saying he did not want to wait weeks for shipping again It was explained to him that we now had the part in stock and it could be sent out the next dayOur policy (stated clearly on invoice) is no returns on electrical parts There is not a single place that I know of that will take returns on electrical parts This policy was put into place because we have had numerous people order parts and when the new part did not fix the problem, they want to send it back for a full refundIt seems that Mr [redacted] may have just used this cluster to diagnose a problem After finding that the $part may not have been the problem, he said it was damaged Taking into consideration that the part may have been damaged, we told him to send it back so we could look at it and if it was damaged we would refund him I personally packaged the part up and would not have sent out damaged parts He agreed to send it back When it got here, I unpacked it and immediately took pictures of the cluster There were some very small scratches on the face of the cluster, but no other damage that I could find I am attaching pictures of the cluster that was sent to Mr [redacted] and returnedWe do get brand new parts from China with minor imperfections The parts are sent to us in a crate on a ship and can go through a lot to get to us Even so, I did not feel this part was damaged nor was it a reason to return the part The part is functional and all hardware necessary for installation was included I let it slide and went about refunding his money Another policy we have (also clearly stated on invoice) is that there is a 25% restocking fee on all returned parts This would have been $ I dropped the restocking fee down to $as I try to keep all our customers happy, even if they feel they have had a bad experience Apparently, this was not good enough because he did not call and even try to work it out with us, he just submitted this complaint As you can see, we did everything in our power to help Mr [redacted] out I do not feel this is a valid complaint and he should not have received a refund in the first place Here at Keno Tractors we pride ourselves on top notch customer service and ultimately doing everything we can to get the job done rightWe are still willing to send the exact same instrument cluster back to Mr [redacted] and we will credit the $restocking fee towards the purchase of the cluster

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meHowever, we need to receive the replacement item soon, and not wait monthsSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: the salesman told me that His pump would fitHe shipped the wrong pump and they still want to charge me the restocking fee? Thats bsAlso I did not order the correct pump from a different parts place until I knew that keno had sent the wrong pumpHow can a company assure you that their product will work and when it doesnt expect to charge you a restocking fee? I jist want a full refund.Sincerely, [redacted]

Complaint: ***I am rejecting this response because:Sincerely,*** ***

As of 9;30 am 7/10/both parties have come to a resolution on this matter, Customer is working on returning back hoe for full refund or we will have him a replacement by the end of this month

The initial contact was made by Mr*** on November 16, on our website via the after-hours Live Chat, Leave a Message option. He stated in the message he left that he was interested in the Jinma 200. I responded back to him that day and asked him if he was interested in a front
end loader. He said he was interested in the new Jinma with front end loader and box scraper. I sent him two estimates. One estimate was for the Jinma tractor, loader and box scraper as he requested and for comparison I sent him another estimate on a used tractor that was similar in specifications.I emailed him again on November requesting his phone number to finalize the details. He did not provide me a phone number, so I emailed him and I provided him with additional information that this was the last Jinma that I had. It was a Jinma and had hours on itHe replied via email on November stating that he wanted it and wanted it delivered the week after Thanksgiving. The estimate we had sent him was for the Jinma 200, with front end loader and box scraper for $9,690.At this point, we sent him numerous emails requesting a phone number and to make delivery arrangements, but he never provided one We did not hear from Mr*** again until December 3. He had been to the website and saw we still had the tractor available. Mr*** claims he has never been to our website.He again stated he wanted to move forward with the transaction. I sent him an updated estimate based on the fact he stated he wanted to put down $2,and finance the remaining amount. (See attached estimate.)Each estimate sent to him clearly stated the line items and their cost. He responded via email that he would go with the new tractor and proceeded to call and give us credit information and we figured out the financing. He clearly went with the Jinma tractor, loader and box scraper at the stated price of $9,690. On December he saw an ad on Craig's list for the Jinma for $6,500. This was an ad for a Jinma tractor only (no loader). However, the picture on the ad was of a 4WD Jinma with loader.He emailed me and said he wanted that tractor for $6,and then proceeded to accuse me of bait and switch.I emailed him and apologized for the mistake in the Craig's list picture and explained to him that we hire someone to do our online advertising and that the tractor in the ad for $6,was tractor only. The ad also clearly stated it was "tractor only". I explained the loader and the box scraper were an addition to the tractor.The company made a mistake by posting the wrong picture which we had removed as soon as we possibly could.After that, things took a turn for the worse. He called me a thief and said he had never been to our website and he had only seen the Craig's list ad. I emailed him and asked him to research me and my company as we are pretty straight shooters and have been in business for years and this is not how I run my business or treat my customers. He responded that he does not research anyone.Mr*** then proceeded to threaten me with lawsuits and court dates. He said he was going to sue me and drag me, my employees and attorney into court in ***. He said he was filing the following day and it would only cost him $and it would end up costing me over $5,and lost time. He said, "Hope you enjoy your vacation down here in ***, ***. He said he wanted us to sell him the tractor, loader and box scraper for $6,or he would proceed with filing a lawsuit.Being in business as long as we have, we pride ourselves on long term relationships with our customers. This relationship starts at the time of the sale and continues with after-sales support. The decision was made that this would not be someone we wanted to have in our customer database. I would have been more than willing to come to some sort of amiable terms because of the mistake in the picture, but as I mentioned once he started threatening me I knew this would not be a good long term relationship nor would it be good for my company to do business with him.He is dishonest. I would think that in this day and age he would know that with technology we know how many times he has visited our website and even what items he had clicked on. (Please see attached printout of his visits and the pages he visited) Here is a link to the website page: http://www.kenotractors.com/tractors/jinma/41-jinma/111-jinma-200We hope this response will close this complaint and we hope Mr*** will procure a tractor elsewhere.
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

On Friday, January 27th 2016, around 3:PM PST, I received a call from the customer inquiring about a water pump for his tractorWe determined that his tractor has a Quanchai engine and the pump I had was not specifically for his tractorAfter requesting pictures from The customer, sending
pictures of the pump we had in stock, and spending time with him on the phone measuring all the bolt pattern distances, we determined that even though the pump I had was not an exact match, four of the holes on the pump I had would match up and that either A: Those four holes would be enough to keep the pump sealed to the mounting block or that B: The customer would be able to drill the mounting block, tap new threads and install a fifth bolt
We also discussed two other parts distributors which had pictures of the parts on their websitesOne of them had the correct pump, but had already ended their shipping for the day and the other had a pump listed that did not visually match the manual or the pump he hadIn reference to that, I sent the customer copies of the schematics from the engine parts manual so that he could see the differences in the pump that was displayed on the other websiteMy co-worker, Nan P***, was witness to and assisted me in determining which pump to measure with the customer and eventually send
The customer knew that he would possibly need to modify the pump to workIf we had the Quanchai pump in stock, there would have been absolutely no reason for the multiple phone conversations, picture exchanges, and measuring to have taken place: we simply would have sent the Quanchai pump
As to the shipping miss, *** does not openly advertise cutoff times for overnight shipments when creating labelsWe processed the label, I personally left work minutes early to take the package to the *** terminal and had it scanned inIt was not until I arrived at work on Monday that I received the email from the customer and became aware that the shipment did not arrive on time The customer asked for a discount on the shipping and I informed him via email that I would make the request with *** and refund what they refunded usWe have asked for a refund of fees from *** and were told that the Saturday deliver fees would be refunded but not the actual freight costs as *** did deliver it the next business day
I received a second email on Monday from the customer demanding a full refund minus any restocking feesI initially responded that I would be glad to refund him as he had already sent the pump back at his expenseHowever, I spoke with another distributor and was informed that the customer had purchased the pump from him that day
We pride ourselves on going the extra mile to help our customers especially in this caseThe customer had informed me that this tractor had to be up and running that weekend as his brother had passed away and this needed to be moved off the propertyHe was in a bind obviously as he was willing to pay almost $for overnight Saturday deliveryAs such I personally spent the time with him to look through every pump we had, exchange pictures, make measurements and do everything possible to get him a part that would work
We are a small business with very narrow margins and have had to put policies in place such as the 25% restocking feeI even took the proposed fee down to 20% to minimize the financial impact on the customerThe total restocking fee is $which is a small amount when you factor in the time spent exchanging pictures, making measurements, multiple phone calls, packaging and handling time and the 45-minute drive to rush the package to the *** terminal
It appears that when *** failed to get the package to the customer on Saturday, the customer decided that rather than use the pump we sent him and possibly have to make a modification, he called another distributor and ordered the correct pumpHad The customer called me, and explained that since the immediate need for the pump was no longer the case as *** had not delivered it on Saturday, and that he would just like to return it and buy the correct pump, I would have gladly offered him a full refund minus the restock feesHowever, because he stated that we told him the pump was for a Quanchai engine and then knowingly sent him the wrong pump, and threaten us with a Revdex.com report, the restocking fee will be appliedIt is a matter of principleWe are an honest and reputable shop and will not be bullied into changing our policy with a Revdex.com report
Adam R***
Keno Tractors Parts Department

Let me remind you, for the third time, you did not pay a dime for the shipping of the forks to you. You also got a wholesale discount and paid only $for the forks and a new set cost $890. You called just before your tractor shipped to add the forks to your transaction. This was my last set you got at a discount and shipped with your tractor
I would like to note at this time, as mentioned before, this person bought everything at below wholesale price (he convinced me he would be a dealer with his fictitious feed store business). Even though he purchased product just above cost, he is demanding service as if he were a retail customer.
Here is a solution to the problem.
A. Take the forks and have them refinished. After you send pictures and a receipt for the work done, I will reimburse you up to $for the work done
B. Return the forks for a full refund

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThis complaint can be placed in closed status, and I can re-open it if action is not taken by the vendor.Sincerely, *** ***

Keno Tractors' policy is No Cash Refunds and All Sales are final. However, Keno Tractors did offer this customer a full refund upon return of the equipment
As for his Customer's Statement of the Problem, the only true statement in the entire rant is that he paid $for a set of
skid steer forks on September 15, and he did deposit the entire balance of his transaction into our deposit account
We have been in business for over years and any of our current customers know none of this is true for this is not how we conduct business We pride ourselves on our customer service at the time of sale and after sale support as well

Complaint: ***I am rejecting this response because:
Keno again tries to mislead and confuse the reality of the situation so that they have no responsibility for their despicable actions
• I arranged for all payment and logistics for the delivery of the order, so how would Keno know what I paid for? If I did not pay for shipping then how did the forks get delivered to me? I know of no shipping company who would deliver something that large for that distance for freeKeno knows that I paid for shipping and no reasonable person would even try to make a statement like he is making
• Keno NEVER sells anything at below wholesale and he is again trying to misleadWholesale is what he paid for them and he would have you believe that Keno took a loss selling them to meI don’t think soThen he states I bought them at just above costWhich is it? Did you lose money or make money?
• As to me owning a feed store, I have no idea where he comes up with this stuff
• “he is demanding service as if he were a retail customer”I bought new and got used, rusty, pitted forks and he wants me to slap some paint on them and sell them as newKeno may sell rusty used stuff as new, but NOT meYou can see that Keno is a disreputable seller for even suggesting thisThese forks should be sold as used which would be around $since I can buy comparable forks for $
Keno entered into an agreement with me with no intention of fulfilling their end and I want nothing more to do with Keno and the way they run their business and take advantage of people while pretending to be reputableI bought new and Keno sold me used, rusty, pitted forks with missing hardware as the photos show, the only acceptable solution is to refund me the price I paid for the forks and a reasonable shipping charge for $and pick up the forks at their cost to return them
Sincerely,*** ***

We apologized for the misprint on the Craig's list ad.  The Craig's list ad came out a couple of weeks after initial contact with this person.  The wording for the ad was correct.  It had been inadvertently posted with a picture of a completely different tractor model.  We met with the company that does our advertising.  The ad was removed as soon as possible. 
 
At the time of the initial contact with this person (from our website), we asked if he wanted a front end loader and he responded back with "yes, a front end loader and a box scraper."  We added the front end loader and the box scraper as per his request.
Below is the exact estimate this person received, not once but twice.  This was well before the ad came out on Craig's list.  It was never our intention to be anything but straight up with this person as well as each and every customer we do business with.
  
It was after he received this estimate that he not only agreed to it, but then proceeded to give us the information for a credit application in which he knew the amount financed.
If he had done the research, which he refused to do, he would find that this is not the way we conduct business.  We pride ourselves on our relationships with our customers both at the time of sale and after sales support.
It is unfortunate that we were unable to come to terms and do business with this person.
 
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, we need to receive the replacement item soon, and not wait months. Sincerely, [redacted]

To Whom It May Concern,Regarding Mr. [redacted] complaint #[redacted].First and foremost we have a company policy that there are no returns on electrical parts.  This fact is clearly stated on our invoice which the customer is sent a copy of.Mr. [redacted] called me on 9-4-15 and inquired about...

purchasing a gauge cluster for his Jinma tractor and a few other parts.  I informed him of the prices and that I was waiting for my gauge clusters to come in on a container due from China.  I told him that as soon as I received the cluster that I would send it to him.  I only charged shipping for one package and sent him the other parts he ordered.  Mr. [redacted] was aware that it was going to take some time to get the cluster and said he was OK with it.  A couple weeks went by and he called two times asking where his instrument cluster was.  Each time I was very apologetic and informed him that I still had not received it.  On Friday, 10-9-15 I received the instrument cluster.  It was too late in the day to send it out.  The following Monday (10-12-15) I shipped out his package [redacted] priority mail.  I paid the cost of shipping.  Part was delivered 10-15-15.  Mr. [redacted] called and said we sent him a used part with grease all over it, dented bezel and missing hardware.  My partner Nan took this call.  Mr. [redacted] did not want to work with us. Nan offered to send him a new one (that we had in stock) and he refused, saying he did not want to wait 5 weeks for shipping again.  It was explained to him that we now had the part in stock and it could be sent out the next day. Our policy (stated clearly on invoice) is no returns on electrical parts.  There is not a single place that I know of that will take returns on electrical parts.  This policy was put into place because we have had numerous people order parts and when the new part did not fix the problem, they want to send it back for a full refund. It seems that Mr. [redacted] may have just used this cluster to diagnose a problem.  After finding that the $300 part may not have been the problem, he said it was damaged.  Taking into consideration that the part may have been damaged, we told him to send it back so we could look at it and if it was damaged we would refund him.  I personally packaged the part up and would not have sent out damaged parts.  He agreed to send it back.  When it got here, I unpacked it and immediately took pictures of the cluster.  There were some very small scratches on the face of the cluster, but no other damage that I could find.  I am attaching pictures of the cluster that was sent to Mr. [redacted] and returned. We do get brand new parts from China with minor imperfections.  The parts are sent to us in a crate on a ship and can go through a lot to get to us.  Even so, I did not feel this part was damaged nor was it a reason to return the part.  The part is functional and all hardware necessary for installation was included.  I let it slide and went about refunding his money.  Another policy we have (also clearly stated on invoice) is that there is a 25% restocking fee on all returned parts.  This would have been $75.  I dropped the restocking fee down to $50 as I try to keep all our customers happy, even if they feel they have had a bad experience.  Apparently, this was not good enough because he did not call and even try to work it out with us, he just submitted this complaint.  As you can see, we did everything in our power to help Mr. [redacted] out.  I do not feel this is a valid complaint and he should not have received a refund in the first place.  Here at Keno Tractors we pride ourselves on top notch customer service and ultimately doing everything we can to get the job done right. We are still willing to send the exact same instrument cluster back to Mr. [redacted] and we will credit the $50 restocking fee towards the purchase of the cluster.

Complaint: [redacted]I am rejecting this response because: As stated in the original complaint the cluster was defective upon receipt called Keno tractor immediately and shipped back within 2 hours.
I didn't attempt to use it and I still need a new undamaged cluster.  Other potential customers should be aware of there dishonest practices ...Don't trust themSincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
 
- Keno’s policy of “No Cash Refunds and All Sales are final” is so that they can send you the bad stuff and make you pay more for the right stuff.
-Keno abuses their customers knowing that only a very few will take the time to file a Revdex.com complaint and even fewer will sue for their gross fraud.
-Keno never offered me a full refund in cash, only credit to account.
-Keno wants me to pay for their fraud. I have paid for shipping to me and now they want me to pay for shipping back for something that is totally 100% their fault. They try and sell me used rusty forks as new and want me to pay for shipping both ways. How is this fair or good customer service?
-Keno denies that they sold me used rusty forks as new; I sent them an email with photos after I got the forks (see uploads). Keno will lie about anything to blame someone else for their actions, the photos are clear that the forks are used and rusty.
-I have talked with many people who have bought from Keno and no one that I have talked to is happy with them or will buy anything from them again.
-Keno has the worst customer support I have ever experienced.
 
The only acceptable and reasonable resolution is the one I offered.
Sincerely,[redacted]

The main problem was due to the fact that the Longshoremanwere on strike.  We had backhoe parts onorder, but due to circumstances beyond our control, these parts were incontainers sitting on the ground in Seattle for over 4 months and we could notget them release to us.When the Longshoreman...

strike ended, there was a huge backlogin getting containers out.  We finallyreceived the container of backhoes.  Tomaintain our standards of outstanding customer service and to satisfy Mr.[redacted], we took parts off of one of these brand new backhoes and shipped themto the customer.  No body realized thatthe manufacturer had made changes (the first time in ten years that we areaaware of) to the boom and therefore would not fit Mr. [redacted]'s currentbackhoe.We are still not sure of the cause of the failure even afterreviewing Mr. [redacted]'s YouTube videos, but Keno Tractors is wanting to do theright thing, as we do, to retain our excellent customer service record.  We are going to resolve this issue.The end result and the customer has agreed to this, is thatwe will be exchanging out his old backhoe with a complete new one.  Mr. [redacted] is aware of this resolution andis satisfied with it.

Complaint: [redacted]I am rejecting this response because: the salesman told me that His pump would fit. He shipped the wrong pump and they still want to charge me the restocking fee? Thats bs. Also I did not order the correct pump from a different parts place until I knew that keno had sent the wrong pump. How can a company assure you that their product will work and when it doesnt expect to charge you a restocking fee? I jist want a full refund.Sincerely,[redacted]