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:03/14/2023

  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.

  Last week I went to fish out my $200+ Diesel pop tester pump designed and sold by MercedesSource. About a year after I'd bought it, I had gone to use it again and noticed ***** bits coming out in the pumped fuel. I emailed at the time (2017) and **** told me it must be stored full of fuel to prevent internal rusting especially if stored in non-climate controlled places. This wasn't made obvious when buying, however, I chocked it up to experience and moved on. When I pulled out the pop tester again, I wanted to see if it could be de-rusted and put back to use (we've been in dry AZ, so didn't anticipate further deterioration). It was pitted and rusted internally and not worth saving. I checked their website to see if I could visually match parts with a regular bottle **** (what their pump's based on). I see this video (*******************************************) where the owner explains, panning to same pop tester model I'd bought, that this old style of pop tester had several bad batches which rusted very easily and that they had to stop production and eventually switched to a different design. I then emailed the company to ask if it was too late to receive a refund or a replacement considering this later discovery and acknowledgement of a bad design that rusted easily from which they switched away. Reputable companies issue recalls for bad products without regard to date and this is what I expected. Here's the response I got: "Ha ha!! Sorry no **** You purchased this in 2016 There is no way for a return after 7 years Kaia"I don't see the humor of expecting customers to absorb the costs of a bad design that results in useless boat anchors. The right thing for them to have done is contact customers as soon as it became clear the design / materials were flawed and offer replacements or refunds to any of those affected. If someone finds out late about these issues it shows bad form to unilaterally cast that person as unreasonable and demanding.