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:12/13/2023

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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.

  I purchased a service (Aquarium ICP Water Testing) this service came with shipping included. In June I sent 2 ICP-Analysis tests in for testing, however I was in a hurry becasue I was leaving for a cruise they day after I dropped off the tests directly to the *********** (that is how I am so sure about the date I dropped them off) and I forgot to take a photo of the tracking numbers.I then waited an appropriate amount of time and checked the app for my results. When I got back from the cruise I contacted support. The first time I got no reply, on the second contact, ***** replied with the excuse that the tech had his email and he was out sick. ***** then went on in subsequent emails to blame the US ************** and everyone else he could possibly think of, including myself for the fact ICP-Analysis could not provide the service I had prepaid for. After I tried to resolve the problem with ICP-Analysis Support and told me they could not control the **** and that there was nothing they could do to resolve my problem. I then went to ******** and left a review explaining my experience with ICP-Analysis, obviously it was not very good, though I had given them many opportunities to correct the problem before that. They reply to the review and say that they tell people just to send in water to them and they will test it. This is a lie, becasue I had this exact problem and this was never conveyed to me as they just stopped replying to my inquires. ICP-Analysis sells a service and then fails to deliver that service, they only appear to deliver excuses. Of the 4 tests I personally sent in all 4 had problems, from what I can tell it appears to be part of the "service". I expect a full refund of the $33.50 I paid for 2 tests and an apology from the business for wasting so much of my time with their excuses. (I ran out of characters and had to delete some that explains the use of their service when it did work)

  Business Response

  Date: 12/15/2023

  *** was informed that we would still honor the test kits. He would just need to provide another water sample (in any sealable container) and send it in. This is our standard practice. He refused to even consider this option. 

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 20990680
  
  I am rejecting this response because:
  Unfortunately, this response was not only inaccurate but also shows how little the company cares to even be bothered to look into the situation.
  I was NEVER told to do this, I was told, and I quote While we cannot do anything about the shipping we do tell people if their sample is lost they can send us another water sample and we will still process the sample. On November 16th. 5 months after I sent my tests in and only in response to a negative review I posted about my experience.
  Instead, here is how my experience with ICP-Analysis went.
  I mailed in the tests on June 17, 2023
  On July 19, 2023 I submitted a request through their website. No Response
  On July 20, 2023 I followed up. No Response
  On July 22, 2023 I followed up again Response of we have not yet received your samples, we dont run USPS.
  On Aug 23, 2023 I followed up. No Response
  On Sept 2, 2023 I followed up. No Response
  On Nov 15, 2023 I reviewed ICP-Analysis on ********* this is the first time they even mention re-sending samples in, by this time ICP-Analysis had already ruined any good-will I had with them and they are correct, I refuse to work with a company that takes my money, does not fulfil their end of the deal and then ignores the customer.  (I attempted to attach the emails, but this form would not accept a .eml file, please contact me if you would like the entire email thread.)
  Had ICP-Analysis done the right thing and addressed this issue when I contacted them in July, I am certain we would not be here now. It seems I have upset them by using the word scam, however I am not sure how else to describe a situation where I send in 4 tests using the provided label and all 4 have some issue getting delivered, when there seems to be no way to remedy the situation I simply get ignored. This appears to be bad policy followed up with poor customer service.
  
  I am still requesting a refund and an apology from ICP-Analysis as I have no user for their services, and I will not ever be looking to use them in the future.
  
  
  Sincerely,
  
  *******************