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:07/25/2023

  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.

  On 1-16-23, I purchased computer coolant and on 6-1-23 I contacted Primochill about the ** Blue coolant losing its color. I followed the directions given to me by ***** which just resulted in me losing money buying a PH Tester. He could not explain the color loss and when I requested a refund on the remaining product and the extra bottles, he repeatedly denied the return request stating it was outside the return zone. Well obviously, it is past the return period since the problem had just happened and I reported it as soon as it did. All I want is for them just to return the NEW bottles of red and blue and prorate the unused blue bottle since I dont want to run into the same problem again. Maybe you can help. Attached are the emails and pictures sent between both of us. As you can see at one point ***** called me disingenuous about my complaint which you can CLEARLY see I was not disingenuous based on my communication. The picture of the computer the top section should have the color blue in the tubes like what is on their website picture that I have included.

  Business Response

  Date: 08/14/2023

  This customer provided false information about the hardware they used our product with. They stated that they had not used it with fittings that had been painted on the inside, but the photos of the hardware they used showed that painted fittings were in use in the system. 

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 20370605
  
  I am rejecting this response because: I used fittings PURCHASED through the business. IF these items are not compatible with the coolant then why do they sell them for customer use and why do they not indicate that they are NOT compatible with the coolant??!! Either way this company has failed to protect their customers from unnecessary issues with their coolant and fittings by not indicating this!

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

  Business Response

  Date: 08/15/2023

  The fittings used were not exclusively ones made by **, multiple fittings were used from another manufacturer known to paint the inside of their black fittings. 

  Customer Answer

  Date: 08/16/2023

   
  Complaint: 20370605
  
  I am rejecting this response because: Again as stated if these fittings that YOU SOLD ME are not compatible with your coolant then you need to let your customers know that information. This was such a simple request that if you would have just taken care of your customer (ME) then I would not have had to resort in filling this complaint. I will not stop using this resource and social media until results happen and you quit trying to make excuses for your failure. Can you tell me the information on who is the head person running Primochill ****************** so I can make direct contact with them regarding this situation as the complaint is still not resolved. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/30/2023

  The fittings in question aren't something we could have sold, as we do not sell EK fittings, nor have we ever.

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20370605
  
  I am rejecting this response because: OK, so I looked it up and yes I did not purchase them from you BUT you also do not indicate that your product is NOT compatible with that style fitting as I indicated before. Please review the screen capture of the coolant. So again, why do you not back your product when something goes wrong but you deflect it back on the customer?
  
  Sincerely,
  
  ***************************