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:07/09/2024

  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.

  We purchased a safety cradle and release for our life raft 2-6-2024. Weeks went by without any notice. We had to contact Air-Sea Safety and Survival many times looking for the item. Finally it showed up in horrendous packaging with open holes, pieces falling out and not secure. The items were not all there. We received a bar. I assume the pieces fell out. I contacted them immediately in email and again several times with absolutely no response. This is a safety cradle for an overseas trip and we had to leave at this point. I told them we could wait no longer and they needed to pick up their item, send a paid return, anything, but we wanted our money back asap. No response.

  Business Response

  Date: 07/09/2024

  Documents provided show the order was processed immediately. The cradle is constructed of marine grade stainless steel and shipped directly from the manufacture of that brand life raft. Damage during shipping is extremely unlikely.  The shipment was delivered to the requested address.  At any point in time the item can/could be returned for a full refund. We are open Monday-Friday 8:30am-5:00pm available by phone or email.  We are a small business so getting contected with us is very easy.           

  Customer Answer

  Date: 07/12/2024

  I am rejecting this response because:

  We need a refund and did not receive the full item. It was unusable. They had plenty of opportunity to respond to our repeated requests and to pick up their package but they declined to respond or have their falling apart package picked up.  Being a small business does not excuse taking advantage of customers and is bad customer service. Further, they are now saying we can return something we did not receive all of but are not supplying a way to return the item. Nor is there a secure package to be able to send this large item in. It is inappropriate and bad business to gaslight a paying client. By refusing to answer any written request they were thereby declining any return. They have only now responded months later once the Better Business Bureau has became involved. The sole responsibility for this matter is on Air-Sea Safety’s shoulders. We are the customer that did not receive the expensive item we ordered and were defrauded by a bad business. We need a full refund asap. 
  
  
  Sincerely,
  Donita D******

  Business Response

  Date: 07/12/2024

  If we can be advised what pieces are missing and/or damaged, this would be most helpful.  If you are unsure, a photograph of the product will allow us to identify if and/or what piece is missing or damaged.  We must have information to provide a solution.  We will be happy to work with you, but we must receive detailed information.  A photograph would be easiest, and we will do the rest.  Thank you.

  Customer Answer

  Date: 07/17/2024

  Only the bar is there, nothing else. None of the attachments, not the hydrostatic release all I paid for. If they want it back I need a fully paid return for the bar. My computer doesn't take pictures and my phone went into the ocean. Air sea and safety knows what the metal bar looks like and its dimensions for me to drop off for them to have packaged and returned. Thank you, 

  Customer Answer

  Date: 07/17/2024

  I sent a message to BBB, the company knows the dimensions of the bar, it is the only thing there, not the hydrostatic release or hardware. they don't need a picture for that. 

  Business Response

  Date: 07/22/2024

  Good day, we still need a photo of the cradle so we can verify all that is missing.  We can send missing items once information is provided to determine what may be missing.  The other option is to send us the cradle back so we can provide an entirely new assembly.  We will ship it from our warehouse to guarantee all is present.  Whichever method is preferred we will do.  Thank you.

  Customer Answer

  Date: 07/26/2024

  "At any point in time the item can/could be returned for a full refund. " This is the first response from Steve and Rich Harvey at Air-Sea Safety and Survival to the BBB. This is what we have requested from the day it was received. We are still awaiting a prepaid return and our full refund. Please provide promptly.