Complaints

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• Initial Complaint

  Date:04/11/2024

  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 purchased a hydrogen kit to put on my van to increase the gas mileage for Hrdrogen-Generators-*** ************************************=2220. The kit weighed 15lbs, and was in a small fragile box, for its weight. Even the post office said this. Anyway, the box was completely smashed, seams had busted out on the box, and had been retaped, extensively! I refused the package, talked to ****** from the place that I ordered it, and already paid for it, she was rude, telling me I had to pay to send it back, and that it wasnt her problem anymore. But she also kept telling me it was insured through the *** So I refused the package, and they sent it back to her. She sent me an email, telling me everything was in the package, and that she would return my money. This hasnt happened, and now I dont hear back from her. I talked to a man named ***********************, supposedly owner of the location, and he is saying shes probably broke. I just received a letter with a check for $631.69, saying that we regret that I changed my mind, and charged me a restocking fee, and shipping fee. The price I paid was $817. I did not change my mind, but simply did not want to receive a package that was damaged, and possibly missing parts to install this. If you look at the check she sent me, it has a different address, and name.

  Business Response

  Date: 04/22/2024

  To Whom It May ***************** offered to send a label to ship the package back and then said nevermind the **** is alloiwng me to refuse the package. 

  Below is an email we sent **** that explains everything.

  Hello ****,
  

  We have received your package and have refunded you appropriately,
  according to our refund policy as we had discussed. 
  
  The box had been opened but everything tested out fine and everything was 
  returned. 
  
  We are sorry that you changed your mind about installing your kit.
  
  The box we sent was insured, so we encouraged you to open it. 
  You sent pictures of the box it did look roughed up but
  not destroyed, this is why we insure all of our packages.
  
  When we received the box, we could tell it had been opened.
  However, everything was there and everything tested out fine.
  

  You had possession of your kit for 21 days.
  
  We sent you a check for your refund you should receive it today or tomorrow,
  here is the tracking # 9402136105536734690752. 
  The last time we spoke to you the day you wanted to return you were yelling and 
  I couldn't even get a word in edge-wise.
  
  You ordered this kit on Feb 22nd.
  Your package shipped out to you on Feb 23rd.
  It was delivered to you on Feb 29th.
  
  We offered to send a label to return and then the post office let you refuse the package on 
  March 21st.
  We received it on March 26th.
  
  Here is a link to our refund policy. 

  **********************************************************************************

  Customer Answer

  Date: 04/22/2024

   
  Complaint: 21562353
  
  I am rejecting this response because: In the letter she sent, said that I changed my mind!  That is not true, told them this box was literally destroyed, and had been retaped up by someone other then me.  For one, I did not want to open a box that someone did not care about how their product arrived to me, and be destroyed, or worse, be half way through the project, and find parts are missing!  I simply returned the product, exactly the way it arrived to me.  I expect the entire amount to be refunded, and if they have a problem with the package, she could use her insurance from the post offfice to claim a loss!  I dont accept packages that are destroyed!
  
  Sincerely,
  
  *******************************