Complaints

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• Initial Complaint

  Date:04/12/2024

  Type:Product 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.

  Bought a incubator. Ran for 3 weeks and the bolts started popping out of the plastic trays that they was melted into
  
  4 bolts so far. Contacted company and they want a technical person to tell us the problem over video chat it's not a technical problem it's a faulty part problem. Asked for replacement parts or a refund as it's supposed to be under warranty and they are ignoring me

  Business Response

  Date: 04/19/2024

  Hello *****,

  We appreciate your trust in our products and are committed to ensuring your satisfaction. We understand that you are currently experiencing issues with your HB500 Setter incubator. We have asked for your assistance in helping us diagnose the cause of the issue so we may provide a solution. We apologize for any misunderstanding while addressing your concerns. There appears to be some miscommunication about why we are requesting a video call.

  There is a limited manufacturer’s warranty on the electrical components, but we also work with our customers to replace parts that were damaged during shipping, are defective or broken during assembly or initial set up and for customer satisfaction purposes. Sometimes an issue can be caused by something that happened during shipping, and other times the issue can also involve the initial set up and operation of the item. We work with our customers to determine the cause of the issues, and which parts need to be replaced to address their concerns and resolve the issues. In some cases, this can be done with a phone call, or a picture but in other cases we may ask for more information or details. In these cases, we ask if we can do a video chat so we can see the issue live and address it in real time.
  

  In your case we were answering your questions on Facebook messenger over several days (2/26 – 2/29) about incubator Active Cooling settings, and you mentioned “dings and scratches” on the unit, and we requested pictures of the damage. We answered the questions about Active Cooling settings but did not receive pictures of the damage. Then on the April 8th, Facebook message you let us know “it randomly breaks a screw and bends a bar.” You also emailed and mentioned issues with the temperature and humidity levels. Initially we thought that something must have blocked the turner motion which caused the damage, and the drop in temperature and humidity were because the Active Cooling process was turned on. We then asked if we could do a video call with you. You said you didn’t want to do a video call and asked for a manager to join the chat. Unfortunately, we didn’t have the ability to have a manager join that chat at that moment, and the chat was closed. We did not explain that a manager would be on the video call.

  We will send replacements for the metal bar, and the broken turner trays but we still want to do the video call. It is the best way to determine a resolution, to explain the Active Cooling process
  and settings, and how to replace the metal bar and turning racks.

  We look forward to helping you resolve the situation and quickly as possible.

  - Hatching Time Team 

  Customer Answer

  Date: 04/25/2024

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  So second time coming here this is the second time this incubator has been faulty now it won't turn on and I've lost approximately $4650 worth of eggs because they don't have weekend hours and the incubator quit working its less than 3 months old
  
  
  Regards,
  Complaint ID: 21567290