Complaints

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:06/06/2023

  Type:Product 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.

  Ordered product from company and paid in full on February 28th. Received new unopened product from company on May 15th. Upon opening product it was discovered that there is a defect with the charger/cradle. Ive messaged and emailed the company many times. Ive provided multiple videos of the defective charger/cradle. The company acknowledge the product is defective and is telling my to buy an electrical tool to diagnose what is defective on the charger/cradle. They are telling me to buy a new charger/cradle and optionally pay to return the defective part and they will diagnose the problem. This is a brand new product and I shouldn't have to buy a new charger or pay to return a defective product. They should pay for return shipping of defective product and send me a new working product or refund me.

  Business Response

  Date: 06/06/2023

  The claims this customer is making are a complete distortion of reality.
  
  The customer contacted me stating that his new radio was not charging. I stepped through several remote diagnostics with him to determine the faulty part, which usually allows me to simply send the customer a replacement part without requiring a return. I had asked the customer if he had a voltmeter to help diagnose the problem, but he didn't have access to one. I never demanded that he go buy a test unit.
  
  He made demands that I send him new gear, but because it was not clear which item was faulty, under my warranty terms, the customer must send back the charger base and AC adapter for diagnostics, and then a working replacement set would be returned to him. These are the warranty terms he agrees to when making his purchase. I offered the customer the option to purchase a new charger/adapter if he wanted to cross-ship the items to speed the process, but never demanded that he do so. He continued to refuse to return the charger and adapter.
  
  Finally, the customer said he had no problem returning the gear, so I issued him an RMA (Return Merchandise Authorization) Number (RMA-051923A), as required by my store's warranty terms. Unfortunately, the customer then continued his crusade by claiming that I wouldn't give him an RMA # (after I had) and that I was forcing him to pay for a new charger, which was simply not the case.
  
  He also contacted one of my trusted affiliate marketers as well as the radio manufacturer in ***** to complain, making up lies about what actually transpired, but that wasn't apparently enough. He also told the affiliate that he filed this BBB complaint (which I only just received yesterday) and also initiated a fraudulent credit card chargeback on the grounds of "credit not given." However, he still hasn't returned the suspected faulty gear or the entire order, so no credit can be issued. It now seems like hes trying to keep all the gear and also get his money back.
  
  The customer has since said that he's not interested in returning the suspected faulty parts or the entire order and that he has packed it up and put it in his closet, while he continued to claim that I'm not honoring the warranty. This is simply not how warranty terms work and he still has the option to return the merchandise, in part or in total, under the issued RMA #, if he so chooses.
  
  I've had to replace a handful of radio chargers like this, but never has someone been so combative and unwilling to work with me so I can get them a working charger. I'm honestly not sure why this guy thinks he is different, especially after I spent considerable time trying to diagnose the faulty part by remote so that I could just send him that one part for free. I bend over backwards for my customers, but some of them just dont want to play nice. The ball remains in his court, but this dispute will likely now be tied up by the chargeback for at least 75 days, unless he chooses to send the gear back and cancel the dispute so I can process the warranty claim and send him the new part(s). Such a waste of time and money.

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20073316
  
  I am rejecting this response because: The store owner made demanded that I withdraw or edit an online review at Trust Pilot in order to get a working charger that was suppose to be included with the radio. He also demanded that I send his affiliate an email stating that I made the whole ting up in order to get a working charger. Since I refused to do these things he stated that he will only accept a return for the entire order including the radio and defective charger. I would then be subject to a restocking fee and a return fee. He is trying to penalize me for making a review. I did call my credit card company and explained exactly what happened. They on my behalf filed a dispute of the charge. I would be happy to cancel the dispute if the store would simply send me the 20 dollar charger so I can use the radio. I have no problem sending the defective charger back but I wont take my review down or send his affiliate an email pretending that I made the whole thing up. I shouldn't be punished for his defective product and/or leaving a review based on my experience. All I want is a working charger. Thank you.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/14/2023

  This is yet another stretch of the truth by the customer. The customer was asked to revise the unfair review and explain how he embellished upon the actual communication that took place, but not as a condition of providing my warranty replacement terms, which the customer refused to take advantage of. I never claimed the customer made up the entire exchange, but rather he twisted what took place and put words in my mouth and said I was refusing to honor my warranty policy, which was never the case. In the end, because he has filed for a chargeback of the entire order without returning anything, not even the faulty charger for a warranty replacement, this is now going to be decided by his credit card company anyway. He could have just returned the faulty charger in the beginning when I furnished the *** #, and a new one would have been sent back, but now it's obvious that he's attempting to keep the entire order and pay nothing for it. For the record, the restocking fee would have only applied to sending the entire order back under my 30-day return policy, which was only presented to him as an option after he refused to return just the charger, but he somehow conflated the two and even after explaining the difference, is still claiming that I said this was his only option. It's 100% untrue. I've done many replacements like this for a bad part, and never has anyone turned it into such a drama-filled exercise in futility. I honestly tried to make this right, but the customer seems to have had a different goal from the beginning.

  Customer Answer

  Date: 07/31/2023

   
  Complaint: 20073316
  
  I am rejecting this response because:

  Bottom line he sold my a defective product and didnt make it right. Apparently he has sold 100s of defective products as per his response. This is a shady company selling a shady product. Buyer Beware.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/01/2023

  This disgruntles customer, who lost his fraudulent credit card charge-back dispute because he tried to get a full refund for a product that he refused to return, is continuing to try and defame me, making up wild claims that have no basis in reality. I have never claimed that I have sold 100s of defective products and one look at my TrustPilot reviews or social media accounts will show that this is absolutely false. This customer refused to return an accessory that came with the main radio product, then tried to do a fraudulent refund claim, which he lost. Had he simply returned the faulty accessory, per my warranty RMA return terms, he would have been using his new radio for months now. Instead, he continues to try and harm me due to sour grapes. This is yet another bogus claim by this ex-customer.

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20073316
  
  I am rejecting this response because:

  The business owner keeps saying I committed credit card fraud. This is false. I simply called my credit card company and explaimed my story. The same I have here and the same i will continue anytime this company is brought **. In my ham radio clubs, etc... the credit card company filed the dispute on my behalf. However they coded it was not my doing. *********** got to keep the money for the faulty product he sold me. His warranty terms and ****** of terms of service are absurd. Why would a company need such terms? All I ever wanted was to be able to use the radio I bought and paid for. Oh well. I have other radios. This company wins. Congrats, enjoy your life.

  Buyer beware, if anything goes wrong with your purchase good luck dealing with this guy,

   

  Sincerely,
  
  ***********************