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Business Profile

Data Communication Equipment

Double Radius Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Data Communication Equipment.

Complaints

Customer Complaints Summary

  • 2 total complaints 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 status

Complaint type

  • Initial Complaint

    Date:06/27/2024

    Type:Product Issues
    Status:
    Unanswered
    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 June 7th, 2023, I ordered an Ubiquiti U6-LR wireless access point from *********, which stopped working on October 11, 2023. I opened an RMA with ******** who assigned the ticket to DoubleRadius.After a lot of back and forth, including incurring $27.20 CAD sending the defective device to the **, I received a replacement unit on December 13th, 2023 from **** along with a customs fee of $114.25 CAD.I was informed by ************************* of DoubleRadius ************************************ that I should not have had to pay that fee and they would transfer my case to someone in Accounts Payable, who ended up being *********************** (***********************************).On February 2, 2024, ******* informed me via email (which I have attached the thread for) that my refund for the *** charge would be sent to me by check "early next week". It was after this email I had to constantly send follow-up emails and leave voicemails for *******, getting no answers on progress until April 15, 2024, when I was told by her on the phone that "she did not respond because she did not want to give me incorrect information", and that the refund was still in progress.Since that day, I would regularly send follow-up emails and leave voicemails, and never received any responses. Last week I gave an ultimatum that if my problem was not resolved within a week, I would report them to the BBB. We've reached that point. While I'd like to receive a refund for all costs incurred during this situation ************ shipping charge of $27.20 CAD and *** charge of $114.25 CAD for a total of $141.45 CAD), I'm willing to settle for what was promised in writing, the *** charge being refunded.I've attached my email exchanges with *********************** and screenshots from the Ubiquiti RMA portal of my conversations with *************************. Please let me know if there's anything else you need.Please help me get them to answer me, thanks.

  • Initial Complaint

    Date:06/05/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    In Feb 2024 we submitted a warranty request to a manufacturer of a defective unit. They approved the request and said to submit it to the supplier for a replacement. The supplier is DoubleRadius. The info was submitted and the supplier sent out an incorrect unit (an indoor unit vs an outdoor unit) as a replacement. We let them know, sent back the wrong unit, and they sent out the correct one in March 2024. In April 2024, they were trying to collect the difference between the 2 units, and I reached out to their AR **** 4/25/24 to request they correct their records as the correct unit was under warranty. After many e-mails with AR, who have proven to be absolutely useless, and with a glorified salesperson, who AR requested help from, and even more e-mails with other individuals employed by DoubleRadius, none of which understand that the item they want partial payment for was under warranty for defects that the original had. No one can understand that we didn't order the unit they incorrectly sent us, and do not owe the difference between the incorrect unit and the correct unit that was sent as a replacement for a defective original unit.This is for S.W.A.T. ************* located in ********, **

Double Radius Inc is NOT a BBB Accredited Business.

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