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This profile includes complaints for U.S. Jaclean's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  U.S. Jaclean

  1816 W 135th St Gardena, CA 90249-2520

  
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  U.S. Jaclean, Inc.

  1026 Lauia St Bldg B Kapolei, HI 96707-3919

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  U.S. JACLEAN, the Company that gives you the Daiwa Supreme Hybrid also known as ROTAI, DOES NOT appear to HONOR their WARRANTIES.I purchased the Supreme 12/2021 with a 7 yr parts and 5 yr labor warranty. AS of 11/2024 the chair has structural damage due to poor design, brittle plastic, incorrect assembly or all, making the chair not usable. Company warranty I believe I fall under:"Faulty Materials: The materials used to make the product may be substandard or defective, causing premature breakage (e.g., brittle plastic)."The air bag support structures (plastic) have broken apart into multiple pieces (17+). There are 4 airbags directly affected, they are located on both sides of the feet, which is part of the foot rest section on the chair. Multiple correspondences, pictures, and video sent supporting my warranty claim were submitted. Response; NOT COVERED UNDER WARRANTY without any supported reasoning as to why its not covered. I've asked multiple times for an explanation, quoted their warranty policy back to them, but, continually get the run around. They keep deferring to "its a management decision". I keep requesting to talk to someone higher up (management), but they never offer the option.I would like the Foot rest replaced per the warranty or at the very least a good reason why this would not fall under their warranty coverage. What I'm reading indicates the structural damage cause by normal/intended use of the chair would be covered. This is not a normal wear and tear item but extensive structural damage from normal/intended chair use. So far, I've received neither. Additional information can be found Under U.S. JaClean's warranty claim ticket# (*****) which was submitted on November 5 2024

  Business Response

  Date: 11/19/2024

  Dear Mr. *****
  
  Thank you for your message and for providing additional details regarding your concerns. We truly regret that you are dissatisfied with the outcome of your warranty claim, and we want to address your points clearly and thoroughly. As we mentioned in our previous correspondence, we take every customer concern seriously and aim to resolve issues in a fair and transparent manner. After carefully reviewing your case and the documentation provided, we must stand by our initial assessment that the damage to your chair is not due to a manufacturing defect, as defined by our warranty terms. To clarify, manufacturing defects are typically related to errors during productionsuch as faulty materials, poor workmanship, or unintended design flaws that result in immediate or early malfunctions. From our thorough review, including inspection of the photos and video you provided, the damage appears to be the result of external factors rather than a flaw in the original design or assembly. Specifically, the brittle plastic failure in the support walls, as described, is a sign of damage potentially linked to stress or impact, rather than an inherent defect. As such, it does not fall under the coverage of our warranty. Additionally, we understand that you suspect a possible issue with the installation of the airbags or air lines in your chair, specifically that the rubber air line might have been routed incorrectly. However, based on the detailed examination by our technicians, there is no indication that incorrect assembly occurred in your unit. We have sold over ***** of this chair model, and no similar issues have been reported, further suggesting that this problem may not be linked to a manufacturing or design flaw. We also understand that youve requested further escalation, and while we have reviewed your case thoroughly at multiple levels within our team, we regret that we are unable to offer a resolution outside of the warranty coverage guidelines. We recognize that this situation is frustrating, and we sincerely apologize for the inconvenience it has caused. In light of your continued concerns, we would be happy to explore the options available to help you restore the functionality of your chair. As mentioned earlier, you may purchase a new legrest or a refurbished legrest at a discounted price. We are here to assist you through that process and ensure that you can continue to enjoy your chair. We value your feedback and hope that, despite the current situation, you will give us the opportunity to resolve this matter amicably. Should you wish to proceed with one of the available solutions, please dont hesitate to contact us. Thank you for your understanding."
  
  U.S. JACLEAN, **********************

  Customer Answer

  Date: 11/24/2024

  There are no external blemishes on the cover material (plenty of pictures available) which would substantiate your claim that my wife (135lbs) or I (152lbs) created or applied any force which would have cause the extensive damage I have presented under my claim. Internally, there is no damage to the cover material or airbags. Damage only exist on the support walls. The damage was obviously caused by opposing vertical pressures caused by the airbags. We only sat in the chair and used it as designed. Inspected the airbags installed in other parts of the chair. They all appear to be installed correctly; Air lines connected on the back side of the support wall. The following is what I suspect happened. Why did my plastic support walls fail when others have not? I believe the airbags in my unit were installed incorrectly. I believe the rubber air line was passed through the back side to the front side of the plastic support walls and connected to the hard plastic L connector of the airbag. The hard plastic airbag connector should have been passed thru the front side of the support wall 1st, and then connected to the rubber air line located on the back side of the support wall. Attaching the airbags L connector to the airline on the back side of the support wall would have allowed an even distribution of pressure across the front side of the support wall when the airbags inflated. Connecting the air line to the airbag on the front side, as I suspect happened, would cause a singular support wall stress point multiple degrees greater than what the wall was designed to handle. Over time that stress point flexed the plastic until it fractured. Once fractured, the damage to the support wall, over time, continued to the catastrophic failure as shown in my video and pictures.. If this is not the case, then defective plastic material would be the cause of failure. From your canned response, it appears that any chair damage could be caused by mysterious external forces thus releasing you from any warranty liability, which would result in a huge financial benefit to the company. I have no problem with paying for wear and tear items such as the current hole in my inner liner and seat cover which were created by the rollers. I do have an issue with paying for items which I played no part in... ie Support walls breaking apart. I have at least presented a viable explanation for the damage, you have provided none..... saving the bottom dollar. My luraco (i7) and Infinity (IT8500) chairs are 3 to 6 years older and have not indicated any damage to the extent I'm seeing with your chair at 2 year 11 months.

  Business Response

  Date: 01/09/2025

  
  Dear Mr. ****,

  Thank you for your message and for providing additional details regarding your concerns. We truly regret that you are dissatisfied with the outcome of your warranty claim, and we want to address your points clearly and thoroughly.
  As we mentioned in our previous correspondence,we take every customer concern seriously and aim to resolve issues in a fair and transparent manner. After carefully reviewing your case and the documentation provided, we must stand by our initial assessment that the damage to your chair is not due to a manufacturing defect, as defined by our warranty terms.
  To clarify, manufacturing defects are typically related to errors during productionsuch as faulty materials, poor workmanship,or unintended design flaws that result in immediate or early malfunctions. From our thorough review, including inspection of the photos and video you provided,the damage appears to be the result of external factors rather than a flaw in the original design or assembly. Specifically, the brittle plastic failure in the support walls, as described, is a sign of damage potentially linked to stress or impact, rather than an inherent defect. As such, it does not fall under the coverage of our warranty.
  Additionally, we understand that you suspect a possible issue with the installation of the airbags or air lines in your chair,specifically that the rubber air line might have been routed incorrectly.However, based on the detailed examination by our technicians, there is no indication that incorrect assembly occurred in your unit. We have sold over ***** of this chair model, and no similar issues have been reported, further suggesting that this problem may not be linked to a manufacturing or design flaw.
  We also understand that youve requested further escalation, and while we have reviewed your case thoroughly at multiple levels within our team, we regret that we are unable to offer a resolution outside of the warranty coverage guidelines. We recognize that this situation is frustrating, and we sincerely apologize for the inconvenience it has caused.
  In light of your continued concerns, we would be happy to explore the options available to help you restore the functionality of your chair. As mentioned earlier, you may purchase a new legrest or a refurbished legrest at a discounted price. We are here to assist you through that process and ensure that you can continue to enjoy your chair.
  We value your feedback and hope that, despite the current situation, you will give us the opportunity to resolve this matter amicably. Should you wish to proceed with one of the available solutions,please dont hesitate to contact us.
  Thank you for your understanding." 

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22573678

  I am rejecting this response because:

  "Specifically, the brittle plastic failure in the support walls, as described, is a sign of damage potentially linked to stress or impact, rather than an inherent defect. As such, it does not fall under the coverage of our warranty".

  My analogy presented with 2 items, one, a sewing needle, the 2nd a half inch diameter metal rod.  Pressing the items into your skin with equal amounts of pressure allows the needle to easily penetrate the skin as opposed to the rod,  which only pushes the skin in without penetration and no visible signs damage.  My point, the incorrect assembly, as I believe occurred, would cause an extreme focal point (like the needle,  or hard plastic * connector on the airbag), while the correctly assemble item (like the rod, or the full surface area of the airbag against the support wall) would flex a small amount but not break or penetrate the plastic.

  In my description of what I thought happen, the damage from the * connector would not show initially, but over a long period of time. 

  I have nothing to gain by purposefully breaking my chair, which you tend to indicate in all of your responses by indicating we caused the stress or impact.   As stated before, we used the chair as it was intended.  We like the chair and was hoping it would last us many years to come.

  Not everything is guaranteed to work 100%, all the time.  This is one of those cases.   

  I reached out before Christmas to confirm that the 3rd part I needed to complete all the repairs was the correct item, but no reply.  Wasn't sure what to do at that point so, I waited, until today(1-13-25) to contact the BBB. 

  Today is the 1st time I've seen your response.

  Sincerely,
  

  
  ******* ****