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:06/18/2024

  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.

  The device ********************** smart water tester has not work for more than a few days with out need maintenance by support it cost me 500 dollars for the device and 30$ a month for the past 2 years of non stop support with no improvement

  Business Response

  Date: 06/20/2024

  Our team has reviewed this case thoroughly, and we have also included several supporting screenshots to give context to the current situation at hand. The photographs the user provided, as well as the history of the recent device issues, and usage are all present. Please let me know if you require further insight into this customer complaint!
  

  For reference, here is our Return Policy as well as our Warranty Policy which lay out the guidelines for replacement devices and any return/refunds that are to be done on an account. (see below)

  Return Policy: ****************************************************************************************************

  Warranty Policy: *************************************************************************************************************************

  ---------------------

  Here are our findings after a deep dive into this user's case history:

  Device Condition and Maintenance: The buildup and water pooling observed in the user's ********************** device is not typical of our units in the field. Our monthly service process strictly states that during each monthly service, we must thoroughly dry the device to prevent water and other substances from entering and potentially damaging the internal electrical components. The photos that were submitted show significant liquid inside the device and unusual calcium/sand deposits around the rim, suggesting that the device has not been maintained as per our guidelines.

  Previous Replacement: The user's original device, purchased in April 2022, experienced issues starting in October 2023. We identified an issue requiring a replacement unit and provided a new Sutro device free of charge to the customer. We always aim to provide excellent customer service and ensure our products perform reliably.

  Free Credits As Compensation: Our team provided several free credits of service to this account during the months of November and December 2023 as well as March, May and June of 2024.

  -- In November and December 2023, the user was given free credits to compensate for issues that resulted in a device replacement in late 2023.
  -- March 2024's credit was for inaccurate readings, and *** and June's credits were for the issue that is currently being dealt with.

  Current Issues: The current issue with the device not entering Service Mode due to the "screwRetract: false" error that was mentioned in the user's recent case that was opened with our team, appears to be a result of improper maintenance. While we acknowledge the customer's frustration, it is important to note that this issue we're having right now is not a byproduct of a faulty device. Our ********************** devices are made to last for 2-3 years minimum with heavy usage in varying environments. Again, the significant amount of liquid inside the device and unusual calcium/sand deposits around the rim, suggests that the device has not been maintained as per our guidelines given in the monthly servicing process. 

  Claim Amount: The customer has requested a reimbursement of $2000.00. However, our records show that the customer's total expenditure with us is only $1058.00. We strive to be fair and transparent in resolving disputes, and we believe addressing the actual amount spent is reasonable in this instance. There is a screenshot attached which shows the total spent with our company over the 2 year span the user has been with our company.

  To resolve this situation, we propose the following steps:
  
  Repair or Replacement: We are willing to inspect the customer's device with our Engineering Team once more to determine if a repair or replacement is feasible under our warranty policy, given proper maintenance is adhered to in the future.

  Detailed Maintenance Guidance: We will provide further detailed instructions on how to maintain the device to avoid similar issues moving forward.

  Customer Support: Our customer support team is available to assist with any questions or concerns the customer may have regarding the proper use and maintenance of the Sutro device.

  ---------------------

  Given the circumstances, our team will not be able to honor the full refund of the device or the monthly charges at this time. We have provided support in this case, including several months of free service as compensation. We remain committed to working with this customer if they wish to continue using the Sutro device.
  .
  Please contact our customer support team at ********************************** or call us at ************** to discuss any further concerns you may have.

  Thank you for your understanding and cooperation.

  Sincerely,
  ************
  Sutro Success Team

  Customer Answer

  Date: 06/21/2024

   
  Complaint: 21868235
  
  I am rejecting this response because:
  You guys didnt help nothing you did every fixed it even got a second Sutro same problem back to back to back what so easy with have to contact you all the time cant wait for 2.6 million people to see this videos its crazy how greedy million dollars companies are 
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/21/2024

  We understand the customer's frustration, but our decision is final. We will not be able to refund the initial purchase of the Sutro device or the monthly subscription charges.

  The device was purchased in 2022, and our Refund Policy clearly states that refunds can only be requested within 14 days of purchase. This account no longer meets those requirements.

  Regarding the monthly subscription charges, we have already credited the user's account for free services during November and December 2023, as well as March, May, and June 2024. Outside of these months, the user's device was functioning as intended, with monthly cartridge shipments delivered and chemistry readings provided.

  Over the past few tickets, our team has provided extensive support and escalated the issue to our Internal Engineering Team. After thorough examination, we have determined that the device was not properly maintained by the customer. The buildup and water pooling observed in the submitted photos are not typical of any other units in the field. Our monthly service process requires that the device be thoroughly dried to prevent water and other substances from entering and damaging the internal electrical components. These instructions were not followed, leading to the sand-like buildup and water damage. We have no other cases of this issue occurring when proper usage and maintenance were observed.

  Additionally, the user's original device was replaced for free in October 2023, and the new device is only 8 months old. The current issues are not common among our user base, and based on the photos submitted, we are confident that the device was not properly maintained.

  -------------------

  Our previous offers to resolve this situation still stand:

  Repair or Replacement: We are willing to inspect the customer's device with our Engineering Team to determine if a repair or replacement is feasible under our warranty policy, provided proper maintenance is followed in the future.

  Detailed Maintenance Guidance: We will provide further detailed instructions on maintaining the device to avoid similar issues.

  Customer Support: Our customer support team is available to assist with any questions or concerns regarding the proper use and maintenance of the Sutro device.
  

  -------------------
  
  Thank you for your understanding.
  Please let our team know if there is further information required from our end!

  Customer Answer

  Date: 06/21/2024

   
  Complaint: 21868235
  
  I am rejecting this response because:

  im just done with this have deleted the app threw away Sutro  its a waste of time look out for the titkok and ******* videos 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 Sutro for $400 and activated a $40 a month subscription. The product is a monitoring system of the chemicals in my spa. The product worked for approximately three weeks and when replacing the monthly cartridge stopped working after the first attempt to contact Support it was almost 3 weeks later when I received a cartridge, after replacing the new cartridge the product still does not work. I get errors codes that I dont understand and I have been reaching continuously out to Support through emails and tickets to attempt to fix my product. I have requested a refund I have requested Support help I have canceled my membership and I have still not getting any response , I would like a full refund on my product. I am extremely disappointed that the product doesnt work and that the lack of response of any response to get the product working again has been completely ignored. At this point I would just like my money back.

  Business Response

  Date: 12/08/2023

  This customer's request for a refund was approved on 12/7/2023. Please review the screenshot to see the conversation play out. Our team offered a free credit in exchange to keep the service active, but the credit was denied so our team upheld the request to refund the device. 

  The initial request was opened on Tuesday, December 5th, 2023 and our team ran into a slight delay in responding to this case, although it was dealt with on 12/7/2023 as shown in the screenshots and this case should be settled!

  Let me know if you need anything else here!

  Thanks,

  Sutro Success Team

  Customer Answer

  Date: 12/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/30/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Purchased a Sutro in October 2022 (~$450). Had numerous issues over the previous year, usually around getting new cartridges installed.Then in early August 2023 (10 months into a 12 month warranty), the device failed and I couldnt get it to work. I also could not seem to get a response from their support team, which happens frequently when you try to reach them.So in early September when they charged me again I asked for a refund on that and the device itself.They then proceeded to string me along for 2 more months, repeatedly telling me they thought a new cartridge would fix it. I tried 3-4 new cartridges at their request the system always failed again after a day or two. When they asked me to try a fifth, I lost it. I demanded a refund on the device or a replacement so I could sell the refurb device to someone else and cancel their service entirely.They then never responded and of course had to badger them some more to get a response on this and they told me they decided not to honor the warranty because I said I was going to sell the replacement device. I reviewed their warranty and there is no mention of such a clause that would allow them to not honor the warranty.

  Business Response

  Date: 12/11/2023

  Hey there,
  
  The customer requested a replacement device, but as the ********************** unit itself was functioning properly, our team proposed an alternative solution. We offered a complimentary new test cartridge to investigate the issue further. The customer, however, expressed dissatisfaction and suggested either a refund on the original Sutro device or the provision of a new device for resale on eBay.
  
  It's important to note that our warranty policy clearly outlines our commitment to either repairing or replacing any defective product during the warranty period, at Sutro's sole discretion. This is the customer's exclusive remedy for a breach of the limited warranty.
  
  Here is the link to our Warranty Policy: **************************************************************************************************************************
  
  We remain dedicated to resolving the matter to the customers satisfaction within the bounds of our warranty policy and will honor a replacement device if used for a continuation of our services after reception and not directly for reselling, as previously stated in the user's email. 
  
  Should you have any further questions or require additional assistance, please do not hesitate to reach out!

  Customer Answer

  Date: 12/11/2023

   
  Complaint: 20941012
  
  I am rejecting this response because:

  Contrary to the absolute lie stated by Sutro **** the device is **NOT** functioning properly, and the company was ready to provide a replacement.

  They know the device was faulty becauseI had been helping them try to get it to function correctly since I first reported the issue in early August 2023. If a device fails consistently for 3 months, is it functioning properly?

  Instead of admitting that the device is not functioning properly, they continued to claim that the issue is just with the cartridge that was used in the device. However, this claim is absurd given they asked me to try FIVE cartridges over that 3 month period each of the first four attempts failed (BECAUSE THE DEVICE IS NOT FUNCTIONING PROPERLY).

  After they asked me to try a 4th cartridge, I first replied and stated that I would only try this 4th cartridge if they agreed that, upon its failure, they would stop asking me to try new cartridges, and replace or refund the device. They agreed that this would be the next step. (See attached screenshots of conversations that support this.)

  When the 4th cartridge failed just like the first 3, they asked me to try a 5th cartridge, which I refused and asked for the agreed upon replacement or refund. 

  Instead of honoring their warranty, they then replied with the absurd notion that they could not honor the warranty because they didn't like what I had planned to do with the replacement device (sell it). There is NOTHING in their warranty which states that they can reject honoring the agreement for this reason, nor would such a reason be a valid legal reason to renege on a warranty agreement, and they know it.

  You can see in the attached screenshots that they fully admit the next step was going to be to replace the unit, this is a direct quote:
  
  "We were ready to provide a replacement. However, since you mentioned selling it on ***** please be aware that replacement units are for personal use only, not for resale. Unfortunately, we can't issue a new unit to you right now."
  
  This is a de facto admission that the device was faulty and should have been replaced under the warranty.

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

  Business Response

  Date: 12/14/2023

  Hey there,
   
  At this time, our team has made the decision to finalize this case with a full refund and deletion of the user's account in our system as well, to ensure that no further charges or shipments are made on this account. The refund was performed with a total of $424.00 going back to ******************** account.
   
  In the past, our team was unable to find any evidence that the device itself was not functioning properly which is why the device was not replaced. We have very sophisticated programs on our end that allow us a live feed to each and every Sutro device, and we are able to perform various kinds of diagnostics and troubleshooting remotely which is how this was determined.
   
  However, in the end, we do not have an alternate solution for this customer outside of trying a new cartridge, and we reserve our rights to refuse a replacement Sutro device and continuation of the Sutro services. The refund was posted today, December 13th, 2023 and the funds will show on ******************** account within 3-5 business days.
   
  Please let me know if there is anything else we can provide here and we will do so.
   
  Thank you,
  Luke

  Customer Answer

  Date: 12/18/2023

  Yes, the company has finally provided the correct resolution, and it only required me arguing with them via email for 3 months, trying 4 different cartridges, providing them with debugging photographs of the inside of the device, filing a complaint with the BBB, the Washington A.G., and the ********** A.G. to get them to honor the warranty. 

  So yes, I accept this outcome. ;-) 

• Initial Complaint

  Date:11/24/2023

  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.

  I purchased a sutro pool monitor back in 2022 and it ran smoothly for about 3 months. Then the problems started. I had to call monthly if not more to get it to calibrate or update. In total Ive called 20 times and have the records to prove it. Finally the device had stopped working to only be told its out of warranty as of April 2023. I called 15 times prior to the warranty expiring and was told they would not send a replacement. I spend 600 dollars on a device that worked for 3 months consistently. Ive reached out to customer service 3 times to get it replaced and they offered a 200 discount. That is unacceptable since the issues have been happening over a year. Way before the warranty was up.

  Business Response

  Date: 11/27/2023

  This device was purchased in April 2022, and our Warranty Policy (link below) only leaves room for 1 year after the time of purchase. The $200 discount is our way of allowing the customer to continue services, even when the device falls outside of the warranty period. 

  *******************************************************************************************************************************;

  The issue that the customer's device ran into in April of 2023, was resolved by our team and a new test cartridge was issued on April 13th, 2023 to fix the problem moving forward. This issue did not indicate any type of hardware malfunction as it was related to the testing cartridge, which was replaced. 

  After April of 2023, there was one case opened in June, however, the cartridge that you received was identified as faulty, so we gave you one free month of service and issued another cartridge to resolve the issue. Although outside of the April and June cases, there were no indications of a hardware malfunction and the device was testing properly from June to late-October and functioning without any issues. 

  In late-October, a case was opened up with our Technical Team and it was determined that the device was no longer functioning properly, however the only solution would be to replace the unit. Seeing that the device is outside of the Warranty Policy by about 7 months, our team had no choice but to deny the free replacement and offer the discounted rate if services were to be continued. 

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 20912507
  
  I am rejecting this response because: 

  The business response is untrue. There was a hardware error listed in the ticket posted on June 16th 2022. Well within the warranty. After that there were numerous tickets in August, September, November and December all 2022. Then in 2023 there were tickets in January, February and March. So there is a clear history of device issues. 

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

  Business Response

  Date: 11/30/2023

  The customer's initial purchase of the ********************** device took place on April 6th, 2022. Our warranty policy allows for one year after the device has been in use before it expires. 
  
  Link here: *******************************************************************************************************************************;
  ----------
  In June 2022, there were 3 automated tickets on our backend that indicated missing readings on the device, however, this is a common occurrence that has a few resolutions that depend on the situation, such as repositioning the device closer to the WiFi hotspot, and also performing a firmware upgrade. These issues were not persistent and they did not affect the device functionality during that time frame. The device takes 90 tests each month and missing 1-2 readings every now and then is fairly normal.
  

  
  August 31st, 2022 - (TICKET#******) - The first open ticket we had with this customer was on August 31st. There was an issue with an anomaly being detected in the chemical readings, so our team issued a fresh replacement cartridge to resolve the anomaly. The readings continued again and we did not receive another ticket from the user until March 2023.
  
  September 2022 to February 2023 - During this time frame, we had a 4 more automated tickets that were sent over to the device from **********************'s backend, these tickets were not submitted by the customer and no issues were found with the unit during this period. A total of 4 individual missing readings were experienced on the device, resulting in 4 automated tickets throughout a total of 6 test cartridges with 90 tests each -- only 4 individual tests were missed. 
  However, this does not indicate any sort of device malfunction. As mentioned previously, missing readings are a byproduct of a weak WiFi connection or some type of interference between the two devices. 
  
  March 2023 -  (TICKET#******) - This is the next ticket we have in our system that was submitted by the user. A phone call was made to our Support team, and a request to skip the next 3 cartridge shipments was made because the customer had too many cartridges on hand already. The request was approved and Sutro skipped 3 months worth of cartridge shipments for the customer. 
  
  April 2023 - (TICKET#******) - The Sutro device was stuck in a previous Calibration Session that was opened, and our team had to manually close the session for this device. After the calibration session was closed, the device resumed readings and tested appropriately through the rest of April 2023. 
  
  June 14th, 2023 - (TICKET#******) - The monthly subscription charge did not go through, and our team discovered it was due to a declined payment method. We sent a link for the customer to add a new credit card and the services resumed. 
  
  June 20th, 2023 - (TICKET#******) - The monthly service procedure was giving the customer some issues due to a weak connection -- the Sutro CS rep asked the user to reposition the devices and the connection issue was resolved. After we repositioned the devices, the monthly service session commenced and the reading continued. 
  
  November 20th, 2023 - (TICKET#******) - Device will not power on. Our team ran troubleshooting procedures on the Sutro device, however, the unit will no longer power on. This is usually caused by some kind of corrosion or water damage on the device, which eventually gets inside of the internal core of the device. This can happen if the device is opened underwater, or not properly dried off when being opened, even outside of the water. 
  
  Our team has offered the customer a $200 discount on a new device if they would like to continue services with us, however, we will not be able to approve a replacement device at this time under our warranty policy. 

• Initial Complaint

  Date:08/21/2023

  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.

  I purchased a jacuzzi in August of 2022, during that time I also purchased a Sutro monitor. I did not use it right away, I didnt realize I had to pay the monthly fee to see readings on the app. After I had it for 2 months I took the time to look over things and set the machine up. It started out great, I was getting readings on the app and it was easy to use. Once I had to change the cartridge things got problematic. I kept getting errors so I called support and they sent me a new device. Over the next few months the problems were non stop. I got another replacement, same problems. Finally I contacted support who said I could send the device back for a full refund, $500. I sent it back and after a week or so without a check I called support again. They informed me no one would give me a refund. I made it clear I wanted a refund due to it never consistently working properly. They refused again and again. They also kept my device, so no problems were solved and Im out the money and no device. **************** is atrocious.

  Business Response

  Date: 08/22/2023

  Hey there,

  This case was not resolved with a full refund because our team has only approved a replacement device at this time. The email the user received stating they would receive a refund was a mistake made my our automated return label system. Regarding a refund, the user is too far outside of our policy. (link below) We have, however, offered to replace the user's device several times at this point, because they are experieincing a hardware issue. The current device the user has is from mid-2022 and we've made significant upgrades since then. 

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

  Addtionally, this device was NOT purchased via Sutro's online store. This product was purchased via an authorized 3rd party retailer as part of a bundle that the user purchased, including a Jacuzzi and a Sutro product. This product was included as part of that purchase and our store did not take the customers payment for this order. 

  As you can see in the case breakdown, along with the other screenshots I have attached, our system accidentally sent the wrong automated email to this user, stating that they would receive a refund, although every ticket we have open with our Support team strictly states that we are only going to replace the device. A refund has been denied on this account because it was ********* purchased over a year ago which violates our policy. 

  If the customer would like to proceed with the replacement device, they are more than willing to reach back out to our Support team and let us know! We are just waiting for them to send the broken device in so we can issue the new replacement. As soon as the replacement device is dropped off at the local *** store, they can send us a verbal confirmation and we will send the new device ASAP. However, a refund will still be denied in any case on this account.  

  Please let us know if you need anything else here!

  Thank you,

  ****

  Customer Answer

  Date: 08/23/2023

   
  Complaint: 20502505
  
  I am rejecting this response because:
  
  As stated within four previous communications I purchased the device in August of 2022 not realizing I had to purchase a subscription in order to use the device. I activated the subscription on Sept 12,2022. By the time I was sent the first replacement October 17,2022 I already spent half a month not getting readings. I then spent October through January getting inconsistent readings and most times none at all. I was informed it was due to old cartridges, that youre to use it in the same month. I received 8 cartridges between October and December and still had problems nearly every single day. I cannot use the cartridge in the same month because each time I received a brand new one it didnt work. At that point I grew increasingly frustrated especially as I was paying for every cartridge not to work and the point of the device was ease of use. It was in the first 2 months of ownership I requested a refund and was told I had it too long without incident. After multiple attempts to resolve the issue I was sent an email to return the device. Whomever made the error in the email should be liable as they informed me it was for a device refund and as such I returned the device using that label. When I reached out after the device was shipped and the tracking number said it was in their possession I was informed of the error over a chat through their website. So I not only sent back the device and was not given a replacement but I also did not receive a refund. If this was simply a matter of returning the device to the third party I purchased it from I would have just done that but I was informed by Sutro to return the device to them. I was never informed of the option to return it to the third party. I used the shipping company according to the label and sent the final device back within the first 4 months of usage and 5 months of ownership. Thats not including the device exchange in October of 2022. I feel as if Sutro just doesnt stand behind their customers enough. It seems like the only way I would have been eligible for a refund is if it would have had to be in the first 30 days of ownership. I also did my part in returning the final device and as previously stated they didnt do their part because theyre saying they still havent received the device. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/15/2023

  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.

  I have used this product in my pool for several years. It was great to have readings I could check on my app, however they can no longer be trusted. This entire season, the Sutro readings have been completely off from my own ******* drop test and pool store test. My ******* and pool store tests have almost been exact which shows the Sutro readings are wrong. I complained all season and finally got the attached response. The company knew they had issues with their readings and didnt publicly tell its customers who were paying for a product that didnt work this whole time. They didnt offer to reimburse or do anything to right the wrong, only charge me for a new and improved cartridge. If that isnt deceptive business practices than I dont know what is. A few weeks ago they had connectivity issues which made everyones devices useless. Only after multiple complaints did they issue a public response. People may not know their cartridges have been bad this who year which means their pool chemistry is off if they are relying solely on this device to balance their pool. When you compain to them, they push a bunch of tests to figure out what is wrong. That means they waste the testing reagents which makes you have to purchase cartridges from them sooner than you should be required to. They never reimburse you for this and usually say their results are correct. I would strongly recommend staying away from this product because they keep having issue after issue with it and not making it known. They also deactivated their ******** page, most likely because they were getting bombarded with negative reviews.

  Business Response

  Date: 08/16/2023

  Hey there,

  We're deeply sorry for any issues you may have received with your accuracy in recent months.

  We had an open investigation into this issue throughout the months of June and July (link below), however, we did not tell our entire userbase here because it was not afffecting every device in the field and we were not having this issue across the board. In many cases we were able to resolve the issue by troubleshooting the readings a little bit, although as of recently we believe we have fully resolved the accuracy issue you were having.

  Sutro Cartridge Investigation: ******************************************************************************************************************************************

  However, in the future and as we've seen in the past, if there are any issues with the Sutro device or the accuracy of the readings, our team is willing to work to make things right! Furthermore, our ******** page is alive and well, please send our Support team a message if you're unable to access the page!

  I'll leave the link here: ************************************************

  ---

  Our Support team is always ready to address any issues you may run into, as well as answer any questions you may have as well. 

  Let me know if there is anything else needed from our team at this time and I'll make sure I get it submitted.

  Thanks,

  Sutro Success Team

• Initial Complaint

  Date:07/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 spent $431.92 on a Sutro pool monitor. I spend $39 monthly for a new cartridge and VIP customer service. In June and now July my cartridges have been inserted properly by my husband but have failed to work correctly. In June, it took 2 weeks for the company to correct/ help with the problem. Now in July, its been 1 week with no contact from the company. I believe my product is broken and they are waiting out (pushing me past) the warranty time frame. I would like a full refund on the monitor, $431.92. I am willing to ship the product back to them, with a prepaid shipping label. (I do have *************** of lack of emails) but not sure how to include them in my complaint here.)

  Business Response

  Date: 07/28/2023

  Unfortunately, we are unable to approve a return and refund on this purchase, because our Refund Policy (link below) only covers for 14-days after purchase provided the device has not been used. However, if our team is able to identify a hardware issue with the device, we will most definitely honor a replacement for you at the same time. Our warranty covers up to 1-year after the inital purchase.
   
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  Recently, we have been having accuracy issues, for the past month or so, during June and July. 
  Although, at the start of this week 07/24/2023, our team was able to identify the issue that was affecting these readings! It appears that one of the components we were using in our cartridges were recalled due to corroding, and when we opened things up that's exactly what we found. The components were corroding inside the cartridges and flaking off, causing the readings to go crazy.
   
  Our team strongly believe the issue lies with the cartridges and that the Sutro device is currently okay.  We would love to credit the user's account for 2 free months and send a new cartridge over as well, however the account has been canceled by the customer in this case.

  Moving forward from this point, all of our future cartridges have been upgraded and we will not be sending the old batch to our users. If we do notice any issues with the new batch, we're going to be much quicker to catch the problem this time around.

  Let me know if there is anything else I can assist with here and I will take care of it right away!

  Customer Answer

  Date: 07/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I will accept their credit of 2 free credits plus a free cartridge. ($79.98 plus a free cartridges) I will reactivate my account. However, i do not agree that it is a cartridge issue vs Sutro (product) issue. Plus it does not explain why for 2 months they did not notify customers of issues or why they did not respond via customer service emails.  They ignored me for a week. It took me posting on LinkedIn (under the ********** post hyping their awesome **** Service) and filing a BBB complaint in order to get a company response. So I still think customer service is terrible. However I am willing to give the product another try.
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/19/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Bought the Sutro Water monitoring unit from Sutro in April 2023. The first cartridge in the unit worked fine. So we had one month of good service. Since the middle of May, either the cartridges where bad or the unit will not calibrate. I have asked them several times for my money back or replace the unit since it is defective.

  Business Response

  Date: 07/31/2023

  At this time, we are not sure why this complaint was updated. Our **************** team approved a replacement device on 07/28/2023 for this case. 

  We were waiting for shipping confirmation from this user, which we received on 7/29/2023, although our Support team does not work weekend, so this case was unaswered until Monday, 7/31/2023.

  Please let us know if there is anything else necessary from our end for this complaint!

  Customer Answer

  Date: 07/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   As long as this new unit is accurate and functions properly. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 Sutro device directly from the manufacturer on 08.10.2022. I tried to start using the device on 08.17.2022, and from day one I have had issues with incorrect/inaccurate results. Each time I contact Support I am told it's a "defective cartridge" and they send a new one. The same problems have happened each time where the Sutro results do not match my ****** K2005 and my ******* ColorQ Pro 7 test results (The two manual kits are always very close to each other). Sutro cannot come within their own promised parameters on their website, and they refuse to issue a replacement or a refund. I probably have tried at least 6 cartridges which are always defective, and yet they claim the unit is working properly. Now they are saying I just do not have to use the unit anymore. Why would I just give up on a device I spent over $400 on? At this point I would just like a refund.

  Business Response

  Date: 07/10/2023

  This user was already approved for a return and refund on 07/07/2023. At this time I am unclear why the complaint was opened, although rest assured we are handling this customer as best as we can, to ensure that they receive the refund they deserve. 

  We are just waiting on the user to return the device back to our team so we can issue the refund. 

  Please let me know if there is anyhting else that's needed from our end, but I believe this customer will be handled soon enough!

  Customer Answer

  Date: 07/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/27/2023

  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 was not aware that I had to purchase a subscription after I had bought the product, it never mention that anywhere when I purchased the product. After searching their website for the return policy, it states that they will not accept returns of the product after it has been submerged in water. I found out about the subscription when I was setting up the device and after it was submerged in the pool, that's when I was prompted about the extra subscription. I don't believe that's right for them to do that! I may add that they only have a 14-day return policy. Respectfully RJ

  Business Response

  Date: 07/13/2023

  This user stated that they were unaware of the fact that they needed a subscription for their device, however, from the time of setup, our mobile application will prompt the user to "Activate Membership" everyday after the device is connected. We allow the users a complimentary free month when they purchase it, so the first 30 days are free, however after those 30 days we will require that they activate thier membership.

  This customer Rares Jica, has not sent our Support team any inquiries about this issue via email or over the phone and we were unaware of the users issue until this complaint was opened.

  Our Return Policy (linked below) allows the user 14 days after the device has been received to return it, provided it has not gone into the water. We are unable to verify the state of someone pool/spa and do not usually authorize refunds outside of the return policy period because the device may have been affected by the chemicals in the customers water.

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