Unbelievable Customer Service from BendPak on Purchase of My New Lift
08-29-2011, 08:43 PM
#1
Melting Slicks
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St. Jude Donor '12-'13, '16
Unbelievable Customer Service from BendPak on Purchase of My New Lift
I want to share a wonderful (more like unbelievable) with BendPak, which produces auto lifts and other automotive service equipment.
I have been blown away by their customer service (even when the customer screwed up).
I bought Bend Pak’s overall narrowest lift (HD-9ST), which is only 99” in overall width. I did not take into account the width of the ramps and runners, which were so narrow that I only had 1.5 inches between each rear wheel and the lift supports.
Knowing I was destined to ruin my wheels, I sent BendPak’s customer service an inquiry as to whether there was an accessory or solution they could help me with to cover the lift supports so I wouldn’t scratch my wheels WHEN I hit them on the lift supports.
The next morning, I received a text from Jeff Kritzer, Senior VP of Sales and Marketing for BendPak/Ranger, asking me to give him. When I called Jeff, I explained my concern and and asked if there was anything I could do to protect my wheels from the lift supports. I admitted up front that this was a screw up on my part, knowing it was probably going to cost me a bundle to fix my issue.
After discussing my situation briefly, Jeff said that Bendpak prides itself on its customer service, and will do whatever it takes to make a customer satisfied. Most of the time this is rhetoric, BUT NOT THIS TIME!
Jeff volunteered to ship me, at Bendpak's expense, the parts necessary to widen the liff. This will entail totally disassembling the current lift and reassembling with the replacement parts.
In addition to sending me the new parts at no cost, Bendpak will cover the cost of installation, and has arranged for this to occur when the parts are received by the freight carrier.
Bendpak will ship the exchanged parts back to their manufacturing plant in California, at their cost.
And finally, they volunteered to bolt the lift down in my garage at no cost, which I did not have done on the original install.
In addition to all of this, I have been assigned a contact person at Bendpak, who has kept me informed every step of the way, including arranging the shipping and installation.
I am waiting on the replacement parts to arrive, and I will post a follow up when all is complete. However, based upon the professionalism and enthusiastic response from everyone I have talked to at BendPak, it must be a great place to work and they really value customer relationships.
If your ever looking to by a lift (or other auto equipment they sell), I would recommend them!!! The price of the lift was not the lowest on the market, but the quality, features, and customer service can not be beat!
3) When I called Jeff, I explained my problem and how it was TOTALLY MY FAULT, not the seller dealer or BendPak, and I was hoping that someone else had experienced the same type of problem that BendPak either had a solution, or suggest ways I could avoid ruining my wheels.
I have been blown away by their customer service (even when the customer screwed up).
I bought Bend Pak’s overall narrowest lift (HD-9ST), which is only 99” in overall width. I did not take into account the width of the ramps and runners, which were so narrow that I only had 1.5 inches between each rear wheel and the lift supports.
Knowing I was destined to ruin my wheels, I sent BendPak’s customer service an inquiry as to whether there was an accessory or solution they could help me with to cover the lift supports so I wouldn’t scratch my wheels WHEN I hit them on the lift supports.
The next morning, I received a text from Jeff Kritzer, Senior VP of Sales and Marketing for BendPak/Ranger, asking me to give him. When I called Jeff, I explained my concern and and asked if there was anything I could do to protect my wheels from the lift supports. I admitted up front that this was a screw up on my part, knowing it was probably going to cost me a bundle to fix my issue.
After discussing my situation briefly, Jeff said that Bendpak prides itself on its customer service, and will do whatever it takes to make a customer satisfied. Most of the time this is rhetoric, BUT NOT THIS TIME!
Jeff volunteered to ship me, at Bendpak's expense, the parts necessary to widen the liff. This will entail totally disassembling the current lift and reassembling with the replacement parts.
In addition to sending me the new parts at no cost, Bendpak will cover the cost of installation, and has arranged for this to occur when the parts are received by the freight carrier.
Bendpak will ship the exchanged parts back to their manufacturing plant in California, at their cost.
And finally, they volunteered to bolt the lift down in my garage at no cost, which I did not have done on the original install.
In addition to all of this, I have been assigned a contact person at Bendpak, who has kept me informed every step of the way, including arranging the shipping and installation.
I am waiting on the replacement parts to arrive, and I will post a follow up when all is complete. However, based upon the professionalism and enthusiastic response from everyone I have talked to at BendPak, it must be a great place to work and they really value customer relationships.
If your ever looking to by a lift (or other auto equipment they sell), I would recommend them!!! The price of the lift was not the lowest on the market, but the quality, features, and customer service can not be beat!
3) When I called Jeff, I explained my problem and how it was TOTALLY MY FAULT, not the seller dealer or BendPak, and I was hoping that someone else had experienced the same type of problem that BendPak either had a solution, or suggest ways I could avoid ruining my wheels.
08-29-2011, 08:55 PM
#3
Melting Slicks
As they say, word-of-mouth is the best advertisement. You've certainly given that. I'm not even in the market for a lift, and I'm curious about yours. Good on ya.
08-30-2011, 12:14 AM
#5
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St. Jude Donor '11
Just had mine installed today. Bendpak people were great to deal with and help me decide which lift to get. I'm more than pleased.
08-30-2011, 03:34 AM
#7
Melting Slicks
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St. Jude Donor '12-'13, '16
Of course, in this case, there is nothing BendPak could have done "wrong", because the situation was all my own doing. But for helping me out, they have a loyal customer for life that will think about this situation (and how they dealt with it) everytime I deal with another vendor. In my mind, they now will be the standard for which every other vendor I ever deal with will be judged. And when another company gives me some lame excuse on why they can't resolve a complaint, I will always be thinking that I wish they were BendPak
08-30-2011, 09:07 AM
#8
Le Mans Master
That's great to hear! Don't feel bad, I bought a HD-STX (extra long,wide,tall) this March. This weekend I had the car out and when backing onto the lift I was turning the wheels to move over and inch+- and my tire caught the support. I was pooping my pants and could not wait to see if I hit the rim - lucky it didn't.
Moral of the story: you have to be very careful when moving on and off the lift. For me this was only the third time the car came off the lift since March. Damn, I need to drive this car more. I love my BP.
Moral of the story: you have to be very careful when moving on and off the lift. For me this was only the third time the car came off the lift since March. Damn, I need to drive this car more. I love my BP.
09-15-2011, 09:41 PM
#10
Melting Slicks
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St. Jude Donor '12-'13, '16
Everything as Promised!!!
To follow up on my original post, Bend Pak did everything they promised! I now have my new modified lift, and I can not be happier. Thanks to everyone at Bend Pak.
They have earned a customer for life.
They have earned a customer for life.
I want to share a wonderful (more like unbelievable) with BendPak, which produces auto lifts and other automotive service equipment.
I have been blown away by their customer service (even when the customer screwed up).
I bought Bend Pak’s overall narrowest lift (HD-9ST), which is only 99” in overall width. I did not take into account the width of the ramps and runners, which were so narrow that I only had 1.5 inches between each rear wheel and the lift supports.
Knowing I was destined to ruin my wheels, I sent BendPak’s customer service an inquiry as to whether there was an accessory or solution they could help me with to cover the lift supports so I wouldn’t scratch my wheels WHEN I hit them on the lift supports.
The next morning, I received a text from Jeff Kritzer, Senior VP of Sales and Marketing for BendPak/Ranger, asking me to give him. When I called Jeff, I explained my concern and and asked if there was anything I could do to protect my wheels from the lift supports. I admitted up front that this was a screw up on my part, knowing it was probably going to cost me a bundle to fix my issue.
After discussing my situation briefly, Jeff said that Bendpak prides itself on its customer service, and will do whatever it takes to make a customer satisfied. Most of the time this is rhetoric, BUT NOT THIS TIME!
Jeff volunteered to ship me, at Bendpak's expense, the parts necessary to widen the liff. This will entail totally disassembling the current lift and reassembling with the replacement parts.
In addition to sending me the new parts at no cost, Bendpak will cover the cost of installation, and has arranged for this to occur when the parts are received by the freight carrier.
Bendpak will ship the exchanged parts back to their manufacturing plant in California, at their cost.
And finally, they volunteered to bolt the lift down in my garage at no cost, which I did not have done on the original install.
In addition to all of this, I have been assigned a contact person at Bendpak, who has kept me informed every step of the way, including arranging the shipping and installation.
I am waiting on the replacement parts to arrive, and I will post a follow up when all is complete. However, based upon the professionalism and enthusiastic response from everyone I have talked to at BendPak, it must be a great place to work and they really value customer relationships.
If your ever looking to by a lift (or other auto equipment they sell), I would recommend them!!! The price of the lift was not the lowest on the market, but the quality, features, and customer service can not be beat!
3) When I called Jeff, I explained my problem and how it was TOTALLY MY FAULT, not the seller dealer or BendPak, and I was hoping that someone else had experienced the same type of problem that BendPak either had a solution, or suggest ways I could avoid ruining my wheels.
I have been blown away by their customer service (even when the customer screwed up).
I bought Bend Pak’s overall narrowest lift (HD-9ST), which is only 99” in overall width. I did not take into account the width of the ramps and runners, which were so narrow that I only had 1.5 inches between each rear wheel and the lift supports.
Knowing I was destined to ruin my wheels, I sent BendPak’s customer service an inquiry as to whether there was an accessory or solution they could help me with to cover the lift supports so I wouldn’t scratch my wheels WHEN I hit them on the lift supports.
The next morning, I received a text from Jeff Kritzer, Senior VP of Sales and Marketing for BendPak/Ranger, asking me to give him. When I called Jeff, I explained my concern and and asked if there was anything I could do to protect my wheels from the lift supports. I admitted up front that this was a screw up on my part, knowing it was probably going to cost me a bundle to fix my issue.
After discussing my situation briefly, Jeff said that Bendpak prides itself on its customer service, and will do whatever it takes to make a customer satisfied. Most of the time this is rhetoric, BUT NOT THIS TIME!
Jeff volunteered to ship me, at Bendpak's expense, the parts necessary to widen the liff. This will entail totally disassembling the current lift and reassembling with the replacement parts.
In addition to sending me the new parts at no cost, Bendpak will cover the cost of installation, and has arranged for this to occur when the parts are received by the freight carrier.
Bendpak will ship the exchanged parts back to their manufacturing plant in California, at their cost.
And finally, they volunteered to bolt the lift down in my garage at no cost, which I did not have done on the original install.
In addition to all of this, I have been assigned a contact person at Bendpak, who has kept me informed every step of the way, including arranging the shipping and installation.
I am waiting on the replacement parts to arrive, and I will post a follow up when all is complete. However, based upon the professionalism and enthusiastic response from everyone I have talked to at BendPak, it must be a great place to work and they really value customer relationships.
If your ever looking to by a lift (or other auto equipment they sell), I would recommend them!!! The price of the lift was not the lowest on the market, but the quality, features, and customer service can not be beat!
3) When I called Jeff, I explained my problem and how it was TOTALLY MY FAULT, not the seller dealer or BendPak, and I was hoping that someone else had experienced the same type of problem that BendPak either had a solution, or suggest ways I could avoid ruining my wheels.
Last edited by RACE U; 09-15-2011 at 09:42 PM. Reason: spelling
12-20-2012, 09:32 AM
#11
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BendPak Customer Service
I'm a new member to the corvette forum, although I have referenced it's resources many times. I finally became a member so I could share a similar great story.
A month ago I purchased a 2010 C6 GS from a Corvette Forum member. Great purchase, very satisfied. With the purchase. I now have 6 vehicles in a 3 driver home. So I did what many members do, I purchased a lift so I could increase my garage capacity. I purchased a Benpak XPR-9. I choose Bendpak over other lifts based on recommendation of their quality and outstanding customer service. Installation took about 4 hours and was pretty straight forward. The XPR-9 allows for 2 different width configurations and I choose the narrow configuration to allow for enough distance between my walls and the lift columns.
After installation I positioned my C3, lifted it, tooled around under for a bit, and was excited just to have this capability. Then it was time to get the C6 in the air. Drove it into the bay, went to position the arms, and to my surprise, the arms were too long!! I'm thinking crap!! What do I do now?
I immediately started searching this forum, and the web, for some type of C6 adapter. None to be found (but I did learn of the hockey puck trick!) So I called eAutoTools where I purchased the lift and explained the C6 didn't fit on the Bendpak XPR-9 in the narrow config. This issue was something that eAutoTools had not run into before, so Manny at eAutoTools got me in contact with Joe Vermillion at Bendpak. This is where my customer service experience became unbelievable. Joe had never run into this issue either. He requested photos and we began to discuss the problem.
I wasn't met with an attitude of "that's just tough, have a nice day", but rather one of genuine concern that a Bendpak product may have an issue. After analyzing the issue, Joe brought Jeff Kritzer at Bendpak into the picture and they agreed the arms are not only too long, but also too high to easily fit under the C6. To my amazement, Joe offered a solution of swapping out my arms for a new design. Wow, really Joe?..I never expected a complete solution such as swapping out arms.
Now all is well.... How can you possibly get better customer service then that? The recommendation I received when deciding on what lift to purchase was dead on. I am a Bendpak customer for life and extend the same recommendation to all who read this.
Thank-you Joe, Jeff, and Bendpak, you made my lift something I'm proud to have in my garage!!!
A month ago I purchased a 2010 C6 GS from a Corvette Forum member. Great purchase, very satisfied. With the purchase. I now have 6 vehicles in a 3 driver home. So I did what many members do, I purchased a lift so I could increase my garage capacity. I purchased a Benpak XPR-9. I choose Bendpak over other lifts based on recommendation of their quality and outstanding customer service. Installation took about 4 hours and was pretty straight forward. The XPR-9 allows for 2 different width configurations and I choose the narrow configuration to allow for enough distance between my walls and the lift columns.
After installation I positioned my C3, lifted it, tooled around under for a bit, and was excited just to have this capability. Then it was time to get the C6 in the air. Drove it into the bay, went to position the arms, and to my surprise, the arms were too long!! I'm thinking crap!! What do I do now?
I immediately started searching this forum, and the web, for some type of C6 adapter. None to be found (but I did learn of the hockey puck trick!) So I called eAutoTools where I purchased the lift and explained the C6 didn't fit on the Bendpak XPR-9 in the narrow config. This issue was something that eAutoTools had not run into before, so Manny at eAutoTools got me in contact with Joe Vermillion at Bendpak. This is where my customer service experience became unbelievable. Joe had never run into this issue either. He requested photos and we began to discuss the problem.
I wasn't met with an attitude of "that's just tough, have a nice day", but rather one of genuine concern that a Bendpak product may have an issue. After analyzing the issue, Joe brought Jeff Kritzer at Bendpak into the picture and they agreed the arms are not only too long, but also too high to easily fit under the C6. To my amazement, Joe offered a solution of swapping out my arms for a new design. Wow, really Joe?..I never expected a complete solution such as swapping out arms.
Now all is well.... How can you possibly get better customer service then that? The recommendation I received when deciding on what lift to purchase was dead on. I am a Bendpak customer for life and extend the same recommendation to all who read this.
Thank-you Joe, Jeff, and Bendpak, you made my lift something I'm proud to have in my garage!!!
12-20-2012, 09:38 AM
#12
Team Owner
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St. Jude Donor '15
"In honor of jpee"
Very impressive.
03-27-2013, 05:01 PM
#14
Le Mans Master
Member Since: Aug 2001
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C3 of Year Finalist (stock) 2019
C2 of Year Finalist (stock) 2019
I'm searching the forum for anything "BendPak" related, as I am about to get a HD9ST, and am really happy with what I am reading about the BP customer service. Thanks for sharing your experiences.
03-27-2013, 05:53 PM
#15
Le Mans Master
Nice to see such outstanding customer service. If I ever buy a lift it will be a bendpak.
PS: since we are moving into a new house at a new location what better time to equip one of the garages with a lift. Sent Bendpak an email
PS: since we are moving into a new house at a new location what better time to equip one of the garages with a lift. Sent Bendpak an email
Last edited by Snowwolfe; 03-27-2013 at 07:10 PM.
07-29-2013, 09:33 PM
#16
Cruising
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Location: El Paso Texas
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BendPak lift arms too long.
Just finished installing my XPR-10A BendPak in the narrow configuration. When I tried to put my 94 on it I found the arms were too long. The jack points on the C4 are too close together. When I called customer service they basically said tough luck. They said I should have installed it in the wide configuration. The manual and the sales literature never mentions the arms being too long for sports cars. I found that if I put the car precisely halfway between the arms and put wood blocks on the jack pads I can lift the car with only minor damage to the fiberglass. I tried to order the square screw type jack pads but BendPak no longer makes them. I did find them from Best Buy Automotive for $241.00. The posts had several deep scars from shipping and my packing list said I should have received a can of touchup paint but I didn't get any. The service rep said they don't send paint anymore, yet someone in China checked it off as being in the box. I guess I'll have to fabricate new jack points for my 94 and 87. I haven't tried the 63 yet so I don't know if it will fit either.
