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:01/10/2025

  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.

  The item was purchased via the vendors online store from ********. The item was sold with a 60 day return period. Upon shipping, the item was delivered incomplete and could not be tested without the missing component. It took some time for me to receive the missing component from the order, which made the time to detection of the malfunction occur past 60 days from the time of purchase. However, considering that the item was initially delivered incomplete and untestable, the time frame from when the order was actually completed to the time when the malfunction was detected DID occur within 60 days of receiving the complete order. I explained the problem to the vendor upon detection and we tried troubleshooting remotely without a positive result. The item was then resent to the vendor who currently has possession of the item and refuses to honor me a refund and only offers to repair at a cost that I do not intend to pay. They also ignore my concerns of what sort of warranty would they give me over the repair they claim to be able to make and I am afraid to pay them over something that I do not know if it will continue to malfunction and wont get a warranty over the costly repair. The incomplete order was received on april 4, 2024 and was completed until july 30, 2024. My first claim of malfunction was made september 16, 2024. There are 48 days from the time the order was actually completed to the time i report the malfunction. I have tried reasoning with the vendor about how the malfunction was technically detected within the 60 day time frame of receiving the COMPLETE order but they have not answered any of my emails from december 4 2024 to this day (january 10, 2025). I expect a refund from the vendor. They already have possession of the item.

  Business Response

  Date: 01/13/2025

  This is an **** purchase. **** has excellent customer protection policies in place which we strictly adhere to.  All customer complaints, product issues and returns must be orchestrated though the **** process.  However this was outside the the ****s fair and reasonable return period.  

  I had indicated to client that we would honor him and discount any repairs needed if it is returned.  Upon receiving the instrument back it was clearly inadequately packaged for shipping.  (Ref att photo.  Shipping carton damaged was also observed.  Photo was sent to client. Client should have exercised ************* claim at that time.

  The technician had indicated instrument damage as a result of inadequate client shipping packaging.  

  The client was advise accordingly and a repair quote estimate was provided to the client.  (ref attached)

  Note we honor all our customers and back everything we sell.  We have been an **** seller with over 24 years of 100% positive feedback history.  
  

  Customer Answer

  Date: 01/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The complexity of the case in which the order was not completed on the initial delivery made it impossible for me to make the claim via **** so I could not take any action via ****. However, the fact remains that from the time of the order was actually completed to the time i reported malfunction was within 60 days.  
  
  I expressed to the vendor that my packaging conditions were similar to the ones in which I received the item initially. Perhaps their unproper packaging was what caused damage to the item leading to the malfunction I reported.

  I am not willing to settle for repair because I fear having the same problem again and the vendor does not offer warranty over repair job. Also repair costs are too high for something that should be covered on a warranty and shipping costs are too high.  

  My preferred settlement is to receive a refund over the item. I am willing to accept a partial refund for a reasonable price. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 01/22/2025

  It is necessary that all **** transactions or issues be managed through ****. If an item is received damaged, incomplete, or not as described, the **** claim process is effective and needs to be used .  However in the spirit of good business and fair practice we have discounted the repair process for you.  Reference the attached quote.

  Customer Answer

  Date: 01/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I tried to manage my claim initially via **** but the person I contacted from medpro equipment asked me to request a repair ticket via email directly to medpro equipment and not through ****. When the medpro equipment agent finally told me to make the claim via **** instead, (after making me lose time doing it via direct email to medpro equipment) **** could no longer support my claim. I have attached a photo showing how I was directed to do things outside of ebay. 

  This quote you are offering me now has no discount over the original quote you offered. I have attached a picture showing this is the same quote I was originally sent months ago.
  

  Either way I am not willing to accept your offer to repair unless you confirm to accept my demand:
  I wish to have a minimum 60 day warranty over your repair and if the equipment should malfunction again within that timeframe, I wish to return the item for a full refund of the USD $4,500.00 that I originally paid. I will be willing to cover shipping expenses for the return. Please confirm that you accept this proposal. 

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