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:06/24/2025

  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.

  i sent in 2 circuit boards to be repair a month ago.. Sent $160 . Ive been waiting for confirmation that they received it and/or repaired my item.. Well i finally got someone after sending 6 different messages from ***** saying **** would contacting me.. then "****" says she threw my items away for no response.. This is completely not factual as i never received any emails, calls or messages from them.. They will not offer a refund and said they wont send my items back.. So they kept my $160 and kept my boards!! Complete absurd .. **** was completely rude!

  Business Response

  Date: 06/29/2025

  Thank you for bringing this to our attention. We understand the customer's frustration and would like to provide a clear account of what occurred, based on our policies and communication records.
  The customer sent in two circuit boards for diagnostic and repair service along with a $160 payment. As outlined in our repair policy, customers are required to provide a text-capable phone number during checkout. Our repair team uses this number to provide all status updates, including confirmation of receipt, repair progress, and next steps.
  In this case, the customer provided the phone number ************ at checkout. We sent a text message to this number on May 26, confirming that we had received the boards. On May 28, we texted again to inform him that the repairs were complete and the boards were ready. We also followed up with additional messages after that. Unfortunately, we received no response to any of these communications.
  Our policy is clearly stated:
  If no communication is received and the items are not picked up or paid for within 14 days after repair completion, they will be considered abandoned and disposed of.
  After multiple unanswered messages and no payment or reply within the 14-day window, we followed our policy and responsibly disposed of the boards. It was only after this period that the customer reached outusing a different number: 727-xxx-0087to inquire about the status. At that point, we explained the situation and advised that the items had already been disposed of in accordance with the stated terms.
  We understand this was upsetting for the customer, but our team acted in good faith and followed every step of our published process. The $160 payment covered the diagnostic and repair labor, which was performed. Because the work was completed and the communication issue stemmed from unresponsiveness to the contact number he provided, a refund is not warranted.
  We also want to address the customer's comments regarding the tone of our staff. While we regret if the interaction felt unpleasant, our representative communicated professionally and simply reiterated the facts as dictated by policy.
  We appreciate the opportunity to clarify this matter and remain committed to consistent and fair practices for all customers.

• Initial Complaint

  Date:07/18/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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 modification kit and standard Dye kit from BCH on 7/10/2024. I used my credit card and was charged over ***** with the shipping . When the package arrived there was no Dye ink kit inside, I called number on invoice and was told to e-mail the customer service and since received no response , sent them 3 more e-mails since , I text message them and even went on ****** to see other ways to reach them. but I still haven't received any e-mail or phone call, or return text message to me. I would like a replacement Standard Dye ink kit sent to me or a refund of ***** that was charged to my credit card

  Customer Answer

  Date: 08/01/2024

  I have heard from the business in response to my complaint. They stated  if modification kit was missing , I told them no it was the Ink dye kit that was missing but have not heard back from them. I have gone and purchased from another company on **** an ink kit and received it already. as of this date I have received a response from BCH. 

  since I had to purchase a new ink kit I only want a refund of money I spent on my debit card

  
  

  Business Response

  Date: 08/08/2024

  Dear ******
  Thank you for reaching out and bringing this issue to our attention. We sincerely apologize for the inconvenience you have experienced with your order and our communication channels.
  We have processed a refund of $14.31 to your credit card for the missing Standard Dye Ink Kit. You should see this reflected in your account shortly.
  Please let us know if there is anything else we can assist you with. We value your business and are committed to providing you with the best possible service.
  Thank you for your patience and understanding.
  Sincerely,

  *****

  Customer Answer

  Date: 08/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:03/19/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Business alleges FOB Destination without disclosure and requires filing a claim for a simple shipment resolution. No one answered the phone in multiple attempts. Email response suggested the insurance claim filing but required a waiting period of 5 days after the last update. After 5 days the shipper updated it was delayed, which then delays my ability for resolution. The charge is over $25 for two, tiny, plastic gears for an hp printer repair. They are the only fulfillment option for the gear. The previous order resulted in the teeth of the gears breaking off after only a few months of use.

  Customer Answer

  Date: 03/30/2024

  While I have not heard directly from the business in response to my complaint, the gears were finally delivered. This resolved whether to file an insurance claim with Route+. Thank you for recourse via the BBB to investigate the propriety of this business model-to automatically defer me without disclosure to Route+ and claim zero responsibility for shipping-requiring me to assume the risk, to respond with limited mainly automated emails and not answer the phone. The consumer role is solely to purchase and receive the product. The business role is to be accountable and available to provide the product in a timely manner.