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Easy Group, LLC complaints

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4981 Irwindale Avenue Suite 200
Irwindale, CA 91706 | Get Directions

(626) 371-1016

http://www.easygroup.us

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Total Amount in Dispute:
$3,410.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Easy Group, LLC closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
1	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Easy Group, LLC

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11/13/2024

RESPONSE: Making a partial refund Amount in Dispute: $3,409.94 Amount Settled: $0.00

Customer Complaint

10/18/2024

I am seeking a full refund of $3,409.94 for a DTF Pro Model J printer purchased from DTG Pro. The printer arrived damaged on September 27th, despite paying $109.95 for two-day shipping, which was delayed by four days. The crate had a hole in the bottom, with visible damage to the printer itself, including a missing brace, ripped-off feet, and dents. After contacting DTG Pro, I was advised to use the printer while they investigated the shipping damage with FedEx. However, the printer is misaligned and likely has a bent carriage bar, making it unusable. Despite multiple follow-ups with customer service, I received no resolution. The representative, Gina, failed to provide direct contact information for a manager and redirected me to the sales team, who only attempted to upsell me on a more expensive printer. I bought the Model J to replace an older printer to meet business needs, but the damage and lack of support have forced me to purchase another printer to avoid disruption. I later discovered that the Model J is essentially an older Epson 1390 model in a redesigned casing, contrary to my expectations for an upgraded machine. I wish to exercise the advertised 60-day money-back guarantee due to these ongoing issues. My experience reflects a troubling trend, as many other customers have reported similar complaints regarding DTG Pro's service and product quality. I am pursuing a refund through all available channels and request the BBB's assistance in obtaining a full refund. Resolution Sought I would like a full refund it is well before the advertised 60 days money back guarantee and have a legitimate reason for the refund.

Company Response

10/30/2024

We apologize for the condition that the printer/package arrived to the customer's location. The standard procedure when a customer reports damage in transit is to file a claim with the carrier/insurance, and this can unfortunately take some time as the carrier has its investigation procedures/requirements, we apologize for the inconvenience and frustration caused. When the customer spoke with our support rep, it was determined that the customer was looking for equipment with a higher production ability than what was purchased, and so the support rep let them know about a higher capacity machine, but the customer wanted it at the same price as the machine that was purchased, which was not possible. A brand new replacement printer (same as what was ordered) was offered to the customer, as well as some store credit due to the inconvenience, but the customer did not want the same printer unless we "also" provided a large refund, which was also not possible. While the damage in transit is not something that is within our ability to control, our customer service is. We have come to a resolution with the customer.

Customer Rebuttal

10/31/2024

Thank you for the refund, which resolves the immediate issue, but I want to clarify my experience. I did not request a higher-capacity model; I needed the functional model I ordered in two days as I paid over $100 for. Offering a pricier machine through your team’s “support” is irrelevant and felt like upselling. While you cite shipping delays as the carrier’s fault, I paid for expedited delivery, which was not achieved, and your company did not ensure that this timing was met. Receiving a damaged printer significantly impacted my business, and I should not bear the burden of a shipping issue that your company is responsible for resolving. Furthermore, my feedback was posted for transparency; I didn’t remove it to shield others from my honest experience. Your service prioritized resolving the complaint over providing actual customer support, which felt like the bare minimum. Please take this as a suggestion to improve future customer interactions. Thank you again for the refund.

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