ComplaintsforWater Yacht Solutions, Inc.

• Initial Complaint

  03/21/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Feb 28 2023 we purchased a new boat air conditioner and had professionals install. The unit froze up and stopped working. We called and 32 hours later ****** screaming at us because he didnt work for us 24/7 and that we should run unit again. AC units catch on fire and this is a vessel. We re package unit and mailing back *** and its signed return. They kept our cash and bought another unit from a hood dealer and working. Were out $4000 so far they will not refund for lemonade unit. Pictures of damaged non working functional unit. Please help us.

  Business response

  03/22/2023

  Good afternoon, 

  This customer ordered a brand new marine air conditioner unit on 02/23/2023 which he received on 02/24/2023. We received a call from him on 02/27/24 reporting a problem with the unit. On that same day we talked to him a few times over the phone to go over the basic installation and setup of the unit to make sure it was connected correctly and told that we would called him the next day when we had a technician present to troubleshoot the installation. To our surprise, he called early on the 28th (8:32 am), We told him that our technicians come at 9:00 am when we open. He insisted that we had not given him answers and that he believed the unit was a "lemon" and we needed to send him another unit at our expense without him returning the original unit our we would be in trouble because the owner of the yacht is a lawyer. Then he hung up the phone.

  At that point we decided to communicate with him via email to keep records of all communications. On the first email we sent him we explained that the unit is covered under a 2 year warranty from the factory which can be processed by any factory certified technician or that he could ship it back to us for inspection or refund. We told him that there is a process in place and that we could not just ship another unit with getting that one back for inspection. We explained that the warranty is the same for every body. Please see the screenshot that says first email: 

  "Good morning, 
  I just want to be clear. The unit has a 2-year warranty from the manufacturer. The other option is for you to send the unit back back for inspection. 
  What is not a possible is for us to send you another air conditioner without you sending the original back. 
  You cannot just ask for another unit and threaten people by saying the owner of the boat is a lawyer. The warranty process just does not work like that. 
  Let me know if you have any questions. 
  Best regards," 

  He replied the following a few minutes later (******, the lawyer, is his wife): 

  "We have provided claims with your bank, pay pal and MasterCard. We purchased a lemon and your company didnt reply back until we expressed ****** is a lawyer and you have awakened her. Your people actions needs to be public notices so others dont get trapped in falsely business practice. 
  We asked for *** return account to ship faulty equipment back. Now your claiming installation was faulty. We have had two professional licensed contractors overview and both same results we purchased a lemon unit.  
  Next we will place a TRO on business shutdown all accounts associated with scam business. Never bite hand that feeds you.."

  Then we answered with the following email: 

  "At no point we stopped responding. We have phone records an text messages that prove it. We just asked for you to return the unit for inspection. 
  You asked us to send you a new unit without returning the other one back. It just does not work that way.
  Again, you can ship the unit back to us for inspection.  If it is damaged, we will gladly refund your money. If it works, we will charge you a re-stoking fee of 25% plus shipping costs. 
  You can send it back to the following address: 
  Water Yacht Solutions
  *******************************************
  *******, ** 33016
  Please make sure the unit is securely packed in the original box before you ship it. You will responsible for the unit if it suffers any damage during shipping."

  He then send us another email treating us with freezing all our bank accounts, calling us idiots, etc. He also said he would pack the unit and ship it back to us but he did not do it, yet. 

  After that, on the 03/02/2023 we received the dispute from PayPal. He claimed that we told him that the unit did not have warranty and that we would not accept it or replace it. Please see the screenshot: 

  "AC dealership is telling us no warranty or replacement. Told us to take a flying hike. ****** the owner vessel is a lawyer. we have a 30 day return policy for lemon items. These people ****** told us to go to h*** and no money returns. We asked them to ship us a label for returning and said good luck and hung up."

  We followed the dispute process with PayPal and provided them with all the information they requested. PayPal decided in our favor and return the money back to our account. 

  After PayPal decided in our favor (03/15/23), then the customer shipped the unit back to us. He did not ship the unit in the original box but in a different box that had the serial number cut off from it. There is a picture attached. 

  We proceed to inspect the unit and found that it works as it should. The problem was that he had connected a temperature sensor and a display that are not compatible with each other. That caused the unit to have falls temperature readings making work without cycling and therefore, the unit froze. 

  Even after PayPal decided in our favor, we proceeded to refund the customer what he paid minus the 25% re-stocking fee that was stated in the emails we sent him. The unit had to be re-packed in a proper box and completely cleaned to remove all the salt water it had when we received it. 

   

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