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:10/19/2023

  Type:Service or Repair 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.

  We bought a new first stage, second stage, and octopus from ***************** in ********** on 4/5/23 for $947.51. During my live-a-board trip with Aggressor in the **************, my equipment started leaking between dives. I thought it was an o-ring but the staff found an awful leak or crack on the 1st stage. When we returned home, I called In Too Deep who told me they do not take returns. I was also not given a receipt for my purchase. When I asked for a receipt during the same call he suggested I call my bank. I contacted ****** *** on June 7 directly about my new, broken equipment and the experience I had with the local dealer. They apologized and insisted that's not how they do business. I let them know I no longer wanted their products. Between the terrible interactions with ***************** and experiencing a major issue within the first dive trip, I have lost trust with ****** *** and their products. *************************** at Cressi *** had me fill out a "return authorization" form and explained to me I would fill out the form, return the equipment, and after testing, I would receive a refund. Well, I returned the equipment and wrote in multiple times to check on the progress. After many check-ins, I was told on 9/19 is would take 3-4 for testing to be completed. On 9/21, two days later, I received an email saying the regulator has been repaired and will be mailed back. I received the equipment in the original box and packaging I sent it in. Nothing looks touched. There was no documentation in the box explaining said testing. I emailed *************************** asking to call me, no call. I called ******* and let him know how disappointed I was nothing had been done to my equipment. He agreed this was unsatisfactory and would see what he could do. I told him if I didn't hear back I would be forced to contact the BBB and he said he understood. That was two weeks ago. Now I have broken equipment I do not want anymore. Would someone please reach out to me for support on this matter? I would like to return this equipment and get my $947.51 back.