If I had an option to give a minus 1 million I would.
I purchased a brand-new, fully loaded SSV75 skid steer with a grapple from Eberhard Equipment in Santa Ana. I chose the Santa Ana location because my experience with the Oxnard sales staff at the time was unprofessional, and I'm glad I made that decision. Rosendo in Santa Ana has been excellent to work with.
Shortly after purchasing the machine, I discovered that one of the boom pins was seized from the factory. Since the Oxnard branch was closer to my job site, I contacted them for warranty service. Adrian came out to my yard but was unable to free the pin and recommended bringing the machine into the shop. During that visit, he repeatedly suggested the pin had seized because I work in dusty conditions and wasn't properly greasing the machine. I disagreed with that assessment because I grease my equipment approximately every 10 hours of operation and maintain it consistently. In my experience, the focus seemed to be on attributing the issue to operator maintenance rather than investigating whether there could have been a defect with the machine.
I've also experienced ongoing issues with the grapple since purchasing it. Because I couldn't afford the downtime during my busy season, I replaced the hydraulic cylinders out of pocket twice instead of waiting for warranty approval. I recently brought the grapple to the Oxnard shop for repairs. When I picked it up, Adrian again explained what he believed was causing the damage and how I should operate the attachment. Wanting to verify that information, I contacted Land Pride directly. Based on my conversation with their representative, I was told the explanation I had been given did not accurately reflect the intended operation of the attachment. That made it difficult for me to have confidence in the technical guidance I was receiving. When I had questions, I found it necessary to verify the information directly with the manufacturer rather than rely solely on what I was being told by the Oxnard service department.
When I shared that information with Adrian while he was returning my old parts, the conversation became unprofessional. He told me he would rather not do business with me and asked me not to return to the Oxnard location. That was disappointing, especially after investing a substantial amount of money in new equipment and simply seeking warranty support and accurate technical information.
Customer service is a major factor in where I spend my money, and based on my experience, I left feeling that my concerns were dismissed rather than addressed. I make an effort to support local businesses whenever possible, but professionalism, respect, and a willingness to investigate customer concerns are just as important as the equipment itself.
Based on my personal experience, I cannot recommend the Oxnard location for service or purchasing new equipment. If you're considering buying Eberhard equipment, I strongly recommend working with Rosendo at the Santa Ana branch. My experience there has been professional, respectful, and customer-focused from the beginning. read more
