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Business Profile

Diving Lessons

Underwater Connection Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Diving Lessons.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:09/28/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    On 7 Jan 2022, as part of a several thousand dollar purchase, I bought an Aqualung Axiom ***. On 12 Sep 2022, I turned the *** into the store, to be sent off to the manufacturer for warranty repair. On 27 Sep 2022, I called the store to check the status, and they said they had not sent it to the manufacturer, and instead hoped to inspect it that day. When I asked why it wasn't sent in for warranty work, they did not have an answer, but said that they would call me back on that date. On 28 Sep 2022, I personally visited the store, got a copy of my purchase receipt, and a copy of their internal store work order. I spoke with their repair technician, and he said that he thought he might be able to "get to the ***" sometime that day and do an initial inspection. I asked why the *** had not been sent to the manufacturer for warranty repair and he replied "I didn't know that was supposed to be done", yet their internal work order clearly includes a requirement to get a return authorization from the manufacturer. I asked if a Manager or Store Owner were on the premises, and was told that no such person was present. I took the paperwork, recovered by ***, and told the clerk to have the owner call me today.

    Business Response

    Date: 10/03/2022

    On 12Sep22, ************************** brought his Axiom *** to *** stating his wife could see small bubbles coming from the shoulder area while in our pool. On the shoulder where bubbles were seen, there is a shoulder dump valve. In our 33 years of business, we have seen many ***s that come in for evaluation where the consumer believes an issue is caused by one thing while after a professional evaluation, it is found to be caused by another. Two certified repair techs evaluated Mr. ************ *** leak on 12Sep22 and they both agreed that the bubbles were coming from the dump valve. A leaking dump valve is easily repaired by our certified Repair Technicians by servicing the dump valve and ensuring the internal diaphragm is not flipped or that there is no debris hindering a proper seal. 

    When Mr. ****************;arrived on 28Sep22, he was told by our repair tech that he would have his BC ready for him within 2 hours even though our repair office is short staffed and on a 4-6 week turnaround. ************************** then demanded his *** back and asked to speak to the Owner. My retail manager came upstairs to get me and by the time I came down, he had left the building which gave me no opportunity to speak with him. My staff does not recall him requesting a phone call from me. The last words Mr. ****************;said to my staff was "that is what Lawyers are for."


    Mr. ****************;was concerned about his BC's Warranty. He purchased his *** on 07Jan2022. The *** Warranty is through Aqua Lung (not ***), and was not in jeopardy of lapsing as it is a 2 5 year Limited Warranty as stated on Aqualung.com.


    My staff acted in good faith to service ****************************** *** in house, at no charge, to save him valuable time and money. If it was sent back to Aqualung the turnaround could have been several months with high shipping charges and a service fee.


    v/r
    *****************
    Owner
    Underwater Connection
    Tell us why here...

Underwater Connection Inc. is NOT a BBB Accredited Business.

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