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:04/01/2025

  Type:Service or Repair 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.

  9/26/2024 purchased a Cnc table, was supposed to have additional accessories installed and when showed up for training the items were not installed and the training gun was not working, They had a first time new employee teach us to use the machine and loaded the table on the trailer Once we had it set up in 2 days we noticed computer issues, we immediately called tech support with zero reply, took weeks to get a reply, told them we wanted a refund and to send the table back, no reply for 3 months, Oh wait its past the warranty time periods.They sent out a new computer still no luck, the computer didnt have updates and was not set up, same problems, had additional issues, then they sent out a new computer again with promise of a tech team to be on site to get it working, They then called and said no, too bad you dont have a warranty and dont call us ever again:

  Business Response

  Date: 04/11/2025

  Arclight Dynamics has stood behind the warranty and support of this table for Mr ****** We have replaced the computer under warranty and made all reasonable efforts to assist him. The issues he is experiencing with his system are operator errors as witnessed by the error messages he has posted publicly on the internet. His artwork and designs are simply too small for the tolerances of a CNC Plasma Table or poorly designed causing the machine to not be able to cut them out. His air supply is inadequate for the machinery to function properly as witnessed by the examples of the cuts that he has posted. Our support team has made extensive attempts to help him both during working hours and via special arrangements after hours and on weekends but Mr ***** would be unresponsive or go weeks without responding to our outreach. This is evidenced by our extensive ticketing log and outbound call logs and emails. Our team was prepared to send a representative into the field to assist Mr ***** in proper operation of his table, however he opted to post disparaging and libelous comments about our team and business. To which, no representative was willing or felt safe visiting his home based shop to help him. His comments regarding the manufacturing and sourcing of our products are factually incorrect. Our machines are built with pride in ****, OR ***. Mr ***** was offered a full refund in the amount of $21,248.25, the full purchase price of the machine on April 3rd 2025. We also offered to make arrangements to pick up the machine at no additional cost to him. This is a $1,650 expense that we were willing to absorb to relieve Mr ***** of this machinery. He has been unresponsive to this offer. Mr ***** has been unresponsive to phone or email communication.

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23142965
  
  I am rejecting this response because:

  the last communication with Arclight in regards to the table was a programming issue with the Torch Hight control as the tech Nic tried to state it was an issue with the Hypertherm system, we ran tests per hypertherm and they stated no issues with these systems. 
  

  compresser is well in the Specifications of Hypotherm for the agreement we have an air chiller, bead filtered, 40ft of airline with drains, 

  ****** stated it was an IT issue with the software when they scheduled the tech to arrive to remedy the problem, days before scheduled arrival ***** called and cancelled since I left a negative review. 
  table has not worked and is not set up with USABLE software, 

  **** CEO of the parent company stated a tech would be out on site to fix the problem and now now response form the ceo of the parent company or his secretary.

  Attached is the last correspondence with the parent company, ***** with Arclight stated on march 7th he would formally type up a letter to what he stated but that was never received.

   

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

  Business Response

  Date: 04/17/2025

  Thank you for the opportunity to respond to this complaint. Arclight Dynamics has made multiple good-faith efforts to support *** ***** and resolve his concerns regarding his CNC table purchase. We are committed to providing high-quality equipment and customer support and had hoped to bring this matter to an amicable resolution.

  Upon *** ****** initial report of technical difficulties, our technical support team responded with extensive troubleshooting support, including after-hours and weekend outreach. We also replaced his computer system within the original warranty terms. All replacements were made with fully functioning computer setups that we would provide with a new table.

  Despite our efforts to assist Mr ****** the errors reported have consistently pointed to operator error or job file setup issues, such as attempting to run with the collision detection system tripped, design files with cut features outside the machine limits and arc lost errors that are due to improper CAM setup or features that are simply to small to cut or overlap each other. These details are documented via the error messages *** ***** himself posted online. Nonetheless, we remained willing to assist further and arranged for a technician to travel to *** ****** location to provide in-person support. Onsite training and troubleshooting goes above and beyond our standard warranty or customer service offering.

  Unfortunately, in the days preceding the scheduled visit, *** ***** published multiple disparaging reviews online, created a ******** group titled Arclight Problems Page, China Junk and posted publicly accusatory and misleading claims about our business, products, and staff. These actions created an unsafe and hostile environment, resulting in no support representative feeling comfortable or safe visiting his residence-based shop. As a result, we were forced to withdraw our offer of in-person support.

  Despite this, we again extended an offer on April 3, 2025, to fully refund the original purchase price of $21,248.25. We also offered to absorb the full cost of return shippingan additional $1,650at no charge to *** ****** This refund offer was made in good faith and represents our commitment to resolving this issue beyond our contractual and warranty obligations.

  This resolution offer remains open contingent upon the removal of all defamatory or misleading reviews and social media content and a formal agreement to cease and desist further disparagement of the Arclight Dynamics brand, team, and operations. Our goal is not to silence honest feedback but to protect our staff and company from false or inflammatory public accusations that hinder productive resolution.
  Should *** ***** be willing to accept the terms of this resolution, we are prepared to proceed immediately with return logistics and full refund processing.
  

  We remain hopeful that this matter can still be resolved professionally and respectfully.

  
  Sincerely,
  **** ******
  ************************start="3139" data-end="3142"> Arclight Dynamics
  **************************************************
  Bend, OR 97701
  Phone: **************

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23142965
  
  I am rejecting this response because:

  **** who is the person I was dealing with who is the CEO of the parent company that now owns Arclight, last communication was he was sending someone out to repair the table that had IT issues per the manager Patric. So Again stating that the machine is operator error when I have transcripts of all phone and video communication stating different, and to sign off and return the table that has been sitting since February not usable since they never stood behind the return warranty in 30 days and the tech support warrant as printed/ signed and public on the websites.

  im not signing a contract stating I cant give my first amendment right in regards to the poor quality, the disregard for the signed contracts and warranty and that potential clients should be warned of the miss leading nature of the staff and company. 
  

  again the machine is sitting unable to work in the shop since I was told tech would resolve the issues and the reviews and feedback were left in regards to the company and all are factual. 
  

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

  Business Response

  Date: 05/12/2025

  We wish to confirm that the position previously communicated is the official and final position of Arclight Dynamics and our CEO, Mr. **** *********.

  
  Our records reflect that Arclight Dynamics went above and beyond the terms of the original warranty and support agreement in an effort to assist Mr. ****** including replacing multiple hardware components, offering direct phone and video support, and preparing to send an on-site technician at our own expense. The decision to cancel the in-person service visit was not made lightly, but was necessitated by Mr. ****** public comments, disparaging reviews, and social media activity. No representative should be expected to enter a situation in which they have concerns about their safety or are concerned that their professional integrity may be compromised.

  Regarding the refund, our offermade in good faithto fully repurchase the equipment at the original purchase price, with no restocking fee and including all return shipping costs, remains available. This resolution represents a significant concession and was made despite the machine being outside the standard return window. However, it is contingent upon the removal of what we believe to be defamatory and misleading public content and a written agreement not to continue publishing false or damaging statements. This is not a violation of First Amendment rights, but a standard practice to bring disputes to a mutually respectful conclusion and prevent ongoing reputational harm.
  A refund payment can be made within 7-10 business days via Check upon safe return of the table and contingent upon no damage or sabotage of the hardware or components and verification of the removal of the social media content. 
  We have in fact sent Mr. ***** an agreement detailing these terms.

  To reiterate: Mr. ***** is under no obligation to accept the refund or the terms outlined. However, we will not revise the terms, nor will we re-engage in further technical support. The machine has been sitting idle due to Mr. ****** own refusal to accept this reasonable solution or engage constructively.

  We consider this our final written response and respectfully request that this matter be closed.

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23142965
  
  I am rejecting this response because again the company during the original 30 day warranty period for returns failed to return emails and calls till December, past the return period offered via the warranty. 
  them in December they sent part trying to fix the software issues and again that didnt resolve the issues, 

  this company clearly just pays off the negative reviews and make people sign A do not disclose to continue to hide the know issues with software and programming. 
  

  table has been sitting idle as on numerous occasions the ceo and managers stated a tech would be out to repair or replace the issues, again saying its me with an issue when the tech department clearly stated the ongoing issues with mouse, keyboard, etc and said someone needed to come on site. 
  

  after months of the run around they then respond when I addressed the issues with honest screen shots and documentation from the companys on hand. 
  

  now to delete posts inquiring about a fix for the issues that the company fails per the stated 3 years warranty for unlimited tech support and access to the forums to help from other table owners they are in fact in breach of a contract, 

   

  now they say if I return the table well past the time per the stated 30 day warranty, 

   

  yes since I asked since August, 

  fact they refuse to stand behind there product with the stated per contact 3 years warranty for tech support and free online use of the forums is also false. They broke contact after one week and after payment. 
  

  now they get the table sent back and if they see fit to refund money maybe? 
  

  and only if I delete all reviews and comments on social media with clearly is a paid smoke screen so others will buy and deal with the same issues. 
  

  very poor practice for a company pushing for USA made and unlimited tech support.

   

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