BendPak’s Commitment to Excellence and Customer Care

BendPak recently shipped four of our HD-973 three-stacker car storage lifts to Davis Auto Sales, which manages the Davis Drives YouTube channel. Shortly after installation, the customer contacted our service desk to report a leak at the rod seal on two cylinders. Many factors, such as improper fluid, contamination during installation, or damage to the rod during handling can cause seal weep. Nevertheless, the BendPak service team immediately responded to the concern. 

For the time being, we understand the customer has since devised a simple drip catcher; a tied rag to absorb the occasional drops of oil that may fall from the elevated cylinder. This being a secondary means, as each one of our HD-973 models are equipped with full-length covers that enclose the underside of both the power side and offside runways.  

Images related to this ticket are shown below. Suggestions of severe defects or poor product quality have been overstated, as the images illustrate only minor seepage rather than any substantial outflow. 

Just before receiving the call from Davis Auto Sales, BendPak implemented an engineering change to these cylinders, adding redundant seals at the threaded end cap and additional wear rings to better support the chrome rod during long-term storage. Rather than sending the existing design, BendPak offered to replace all eight cylinders with our newest version as a goodwill gesture, ensuring all lifts at the client’s site were updated to the same revision. The client was informed there could be a delay, as the new cylinders were not yet in stock. 

In response to the customer’s repeated online disparagement of BendPak, we have decided to send two of the current cylinders now. When the newest revisions arrive in the coming weeks, we will replace those cylinders once again as agreed. While temporarily disrupting his business for a short-term solution does not seem prudent or cost-effective, we will reluctantly comply to appease his demands. 

Regrettably, in today’s era of instant online visibility, public criticism can often amplify minor issues in ways that may cause unnecessary harm. While we respect the power of social platforms to hold companies accountable, we believe it’s essential to focus on solutions rather than perpetuate conflict. Our global teams work hard to uphold BendPak’s strong reputation, and we are disappointed to see our brand recognition used in ways that do not align with constructive resolution.

On rare occasions, consumers may feel ripped off or abandoned by the companies they patronize, prompting them to turn to online disparagement as a last resort. However, to criticize a company that is sincerely doing its best to make things right is, in our view, unwarranted. BendPak has always prioritized customer care and transparency, and we encourage others to approach such matters with fairness and understanding.

We deeply regret the frustration expressed by this customer. It genuinely hurts—and, frankly, embarrasses us—to hear anyone suggest that BendPak no longer cares about its customers or that our quality has diminished. We assure you that we remain deeply committed to maintaining the trust and satisfaction of every customer.

If you have questions or concerns, please don’t hesitate to contact us. Call us at 1-800-253-2363 or use the form below. We’re here to ensure your BendPak experience remains positive and rewarding.

Thank you for your trust in BendPak—we’re proud to serve you.