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:06/13/2024

  Type:Customer Service 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.

  In February of 2024 I sent an over timer to Acme Revival in Co. They stated they could fix the device. They emailed me and said we have your part and will call you, not email but call. I never received a call or an email until one day several weeks later that sent an email. We can not fix your device and you owe us ****** dollars for storage charges. The device is four by eight inches. We agreed to a ***** diagnostic fee which I offered to pay but they said no. We want ****** on top of that for storage fees when I was never contacted. All I want is my part back and I will pay the diagnostic fee of *****. they even called me and threatened to come to my door and collect ****** dollars and said we will wait for it to go to ***** Dollars. They only started sending me emails when the storage charge was up to ****** dollars. I have no problem paying the ***** diagnostic fee and my part back. I don't like being threatened. They really are acting like the mob. The one lady on the phone saying we know where you live. This is crazy. I am a retired ****************** employee and former career police officer. Never encountered this from a company before.

  Business Response

  Date: 07/02/2024

  Dear BBB,
  I was able to verify the repair allocation and customer details based on the details provided in the complaint. For background, Acme Revival performs service and repairs on speciality electronics per our Terms of Service, agreed to by the customer at time of repair inception.
  
  Upon receipt of the Product, Acme shall perform a diagnostic review of the Product, for which Acme shall be entitled to a reasonable diagnostic fee (the Diagnostic Fee) that Acme will determine in its sole and exclusive discretion (presently $89.00 USD).  Thereafter, Acme will provide You with an estimate or quote for the Optional Repairs (the Work Order), which *** be communicated to You via the Service Detail.  The Work Order *** include an estimate or quote for the purchase of necessary parts, which in Acmes sole and exclusive discretion *** be new Original Equipment Manufacturer (OEM) parts, new non-OEM parts, pre-owned parts, or a combination of any such parts (collectively, the Parts).  Upon receipt of the Work Order, You shall have fifteen (15) calendar days to accept or reject the terms of the Work Order in writing.  Acceptance of Work Order:  If You accept the Work Order, Acme shall proceed to make a commercially reasonable attempt to make the repairs listed on the Work Order; however, Acme shall not be held liable if it is unsuccessful in repairing the Product as specified in the Work Order, and, in that event, Acme shall still be entitled to compensation for the attempted repair.  Upon the conclusion of the Work Order, whether fully repaired or not, the total balance of the Work Order shall be due as stated on the Work Order or Service Detail, and must be paid no later than fifteen (15) calendar days after the conclusion of the Work Order.  Upon receipt of payment for the balance due, Acme shall deliver the Product to You via a third-party Carrier, subject to the terms of Section 7 and 7.1 below regarding shipping damage and risk of loss.  Rejection of Work Order:  If You reject the Work Order Acme shall return the Product to You after payment of the Diagnostic Fee.  Payment of the Diagnostic Fee must be paid on or before the Pay By Date designated in Your Service Detail.  Non-Response to Work Order:  If Acme does not receive a written acceptance or rejection of the Work Order within thirty (30) calendar days after delivery of the Work Order to You, the Work Order shall be deemed rejected.  Consequently, the Diagnostic Fee will become due immediately, along with any other fees that have accrued.  Storage Fees:  If Acme does not receive a written acceptance or rejection of the Work Order within fifteen (15) calendar days after delivery of the Work Order to You, or if You reject the Work Order but fail to pay the Diagnostic Fee, or if You accept the Work Order but fail to pay the full amount due for the Work Order, Acme shall be authorized to store Your Product or device in its facility until all outstanding amounts due are paid, and which storage shall incur daily fees at a reasonable rate (the Storage Fees) that Acme shall determine in its sole and exclusive discretion (currently $25 per day).  You acknowledge that because Products or devices submitted to Acme for repair vary in dimension, weight, and ease of transport, which Acme cannot know until such Product or device arrives at Acmes facility, and because storage of Products or devices *** incur varying costs for such storage, and because administrative costs to keep track of and handle Your Product or device *** vary, at the time this contract is entered into, it is difficult to ascertain the amount of actual damages that *** be incurred by Acme for having to store Your Product or device. Accordingly, the amount of the Storage Fees charged by Acme is a reasonable estimate of presumed actual damages calculated in advance and is not intended to be a penalty.  Accrued Storage Fees must be paid in full before Acme *** return the Product or device to You.      
  
  Certain facts and details within this dispute are not consistent with our records and we adamantly deny any wrongdoing in this instance.  

• Initial Complaint

  Date:05/01/2024

  Type:Product 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.

  Medela breast pump was shipped to Acme Revival to be diagnosed and fixed. Acme Revival received the pump on 2/2/2024 and completed initial diagnostic on 2/2/2024. We were quoted and pre-paid $477.79 to fix the pump. We were updated on 3/11/2024 that the device was being repaired. No updated was given after that until we checked in on 4/15/2024 requested a refund and to have our pump sent back to us. We were informed by supervisor ****************** that the pump would be sent back and that our money would be refunded. At this time, we have not received a refund, ****************** is neglecting to respond to any correspondence, and their help desk only says "we are escalating this concern". We are wanting a refund for the money that we paid as our pump was not fixed.

  Business Response

  Date: 07/02/2024

  Dear BBB,
  I was able to verify the repair allocation and customer details based on the details provided in the complaint. For background, Acme Revival performs service and repairs on speciality electronics per out Terms of Service, agreed to by the customer at time of repair inception.
  
  I can confirm that this customer has been refunded, minus any Initial Diagnostic Evaluation fees.
  
  Certain facts and details within this dispute are not consistent with our records and we adamantly deny any wrongdoing in this instance.  

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21652909
  
  I am rejecting this response because refund was only received AFTER submitting a BBB claim.  Refund for this claim was issued on May 23, 2024.  Customers should not have to go to these extremes to have concerns addressed or have refunds issued.  I encourage you to review your logs as every statement made within that claim can be backed by screenshots and e-mail logs.  

  Nonetheless, we are grateful for having our refund and the ability to close out this complaint. 

  Have the day you deserve, 

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

• Initial Complaint

  Date:04/05/2024

  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.

  On 7/18/23, I had contacted Acme Revival for a repairment service on a device. After shipping our device to them, they gave me a quote for the repairment service. The total amount of money for the service based on the quote is $1976.05 which includes $402.05 for the labor and $1574 for the parts. I made the payment on 8/7/23 and they proceeded with the attempt to repair our device. Unfortunately, on 9/29/23, they had informed me that they would not be able to fix it. In their letter, it stated "Despite our best efforts, we've discovered that repair of this device may not be a long-term fix. At this time we cannot guarantee functionality of this device and in a good faith effort have returned your money (if paid), minus any diagnostic evaluation fees. We will be returning the device to you free of charge at the address location on the right of your service detail; tracking information will be available shortly. We sincerely regret that we havent been able to transact this repair. Please keep in mind that if you have not issued payment, a diagnostic evaluation fee may still be due." After waiting for almost two months (and I've sent several reminding emails), on 11/13/23, we finally received our device. However, we were informed that the refund is still being processed. Again, after waiting for another 4 months (and sending many reminding emails), on 3/27/23, I got an email from them stating that they will be unable to issue a refund for this service because they were entitled to compensation for the attempted repair work....This is completely unacceptable. Even if they wanted to charge the labor (the device was actually returned in a worse condition), it makes zero sense to charge us the parts that were never used. I have emailed them again about our complain but got no response. It would be much appreciated if you can help resolve this issue for me. Please do not hesitate to contact me if you have any questions or need additional information.Thanks,*****

  Customer Answer

  Date: 04/05/2024

  Hi, In my filed complain, I had a typo about a date I received the letter from Acme informing that they could not refund me. It should be 3/27/24 not 3/27/23. Thanks, *****

  Business Response

  Date: 07/14/2024

  Dear BBB,
  I have reviewed the repair allocation and customer details related to this complaint. For context, Acme Revival provides service and repairs on specialty electronics according to our Terms of Service, which the customer agreed to at the start of the repair process.

  
  We acknowledge that we were unable to successfully repair the customer's device. However, as per our Terms of Service: If You accept the Work Order, Acme shall proceed to make a commercially reasonable attempt to make the repairs listed on the Work Order; however, Acme shall not be held liable if it is unsuccessful in repairing the Product as specified in the Work Order, and, in that event, Acme shall still be entitled to compensation for the attempted repair.

  
  We informed the customer on 9/29/23 that we could not guarantee the functionality of the device and would be returning it free of charge.

  
  The customer was notified on 3/27/24 that we would be unable to issue a full refund because, under our Terms of Service, we are entitled to compensation for the attempted repair.

  
  Certain facts in the customer's complaint do not align with our records, and we firmly deny any wrongdoing. We have adhered to our policies and procedures throughout this process.

• Initial Complaint

  Date:03/27/2024

  Type:Delivery 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.

  Nov 30, 2023 I was issued repair order # ***** & where to ship my multi-tester for repair. Dec 5, 2023 I received and declined the repair quote. Dec 12, 2023 I received & accepted an offer for Acme Revival to purchase my multi-tester for $148.00. Jan 29, 2024 live chat to check status & was told my concern would be forwarded to the Tech to check the status. Feb 6, 2024 I emailed to check status again. Feb 14, 2024 I received an email to confirm my address & confirm I didn't receive the check that they claimed to have tried to send a week prior. I replied to the email w/ my address & confirmation that I didn't receive the check. Feb 28, 2024 live chat to check status. I was told it's been escalated to the team to send a ********* would get an email w/ an update. (I never received an update) March 5, 2024 live chat again & was told there was no update from the *********** wouldn't give an estimated timeframe for an update. March 19, 2024 live chat told me their system was slow today and they would send an email update when the system was working. I still have not received an update or a check.I have all the emails and transcripts of the live chats. (They actually email the transcripts) They don't hide any correspondence, but they won't talk to you on the phone and obviously they aren't doing anything to honor their offer and finish this deal. I feel like they hope I'll just give up and forget about it.

  Business Response

  Date: 07/14/2024

  Dear BBB,
  I have verified the repair allocation and customer details based on the information provided in the complaint. For background, Acme Revival performs service and repairs on specialty electronics per our Terms of Service, agreed to by the customer at the time of repair inception.

  
  We acknowledge the customer's frustration and sincerely apologize for the confusion and delays they experienced. After the customer declined the repair quote on Dec 5, 2023, and accepted our offer to purchase the multi-tester on Dec 12, 2023, there were processing errors on our end which caused significant delays.

  
  On Jan 29, 2024, the customer reached out via live chat to check the status of their payment. Follow-up communications occurred on Feb 6, Feb 14, Feb 28, March 5, and March 19, 2024, each time seeking updates on the payment status. We recognize that the customer did not receive timely updates as promised.

  
  Acme Revival has since issued a physical check for the amount owed to the customer for the device they sold to us. We regret the delay and any inconvenience caused by our processing error.

  
  While certain details in the complaint do not entirely align with our records, we are committed to resolving this matter and ensuring customer satisfaction.

• Initial Complaint

  Date:03/23/2024

  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.

  I sent my peristaltic pump to Acme Revival for repair. They quoted the repair with a ridiculous cost for the repair part. First, this was unprofessional because they didn't have any relationship with the pump manufacturers even they claimed to be a specialty repair service for this type of pump. Because of that they could not get manufacturer's repair parts. They offered to return the pump for a diagnostic fee of $89. I was OK with this and I indicated that. Shortly after indicating that their repair price was unacceptable I had to leave for 30 days of travel. They sent daily reminders to my email while I was traveling that I needed to pay the $89. However, when I was traveling, I could not get these emails. When I came back they indicated that I owed them over $1000 for $25/day storage. This is a scam. The pump itself is less than 1' cube on an edge - a storage fee of $25/day was never quoted and is entirely unreasonable. There was no mention of their storage fee in the reminders they sent almost daily (as reviewed after I returned from my travel).

  Business Response

  Date: 07/14/2024

  Dear BBB-

  Acme Revival is unable to verify the details of this repair allocation based on the information provided.

  Can this customer provide their reference number and email on their service detail and email communication we've provided? 

  Customer Answer

  Date: 07/14/2024

   
  Complaint: 21477454
  
  I am rejecting this response because:

  1) The response addresses none of the complaints.

  Further information about the repair can be found here: *****************************************************************************

  2) A ridiculous quote was received for the repair - primarily in the repair part that was proposed.  It was proposed to repair my pump with a used part from the company's stock of broken pumps - in retrospect, probably pumps that were scam-stolen by the company from their owners.

  3) ************ Acme Revival, represents themselves as a repair company specializing in repair of this type of peristaltic pump.  *********** maintains no relationships with the manufacturers of these pumps and cannot access manufacturer's repair parts.  Additionally, Acme Revival apparently had no expertise in repair of the internal electronics (boards) within these pumps at a piece-part level.  If I had known this in advance, I would never have engaged Acme Revival for the repair of my pump.

  4) After Acme Revival made a cursory examination of my pump and diagnosed which board was the likely failure, and quoted the repair using a board salvaged from a failed pump (which they probably unscrupulously scammed from its previous owner), I elected to have my pump returned.

  5) Because I didn't arrange payment quickly enough, Acme began levying "storage fees" of $25/day - a price that far exceeds their actual expense in storage and is more than I would pay to have my car stored.  Their storage fees are designed to quickly make payment and return of my pump uneconomical, so that Acme can claim it as abandoned and steal parts from it to repair other customer's pumps.

  My impression is that the whole company is based on a scam proposition - having policies designed to trick customers to initially engage with them, and ultimately either have them pay a ridiculous price for repair of the pump or steal their pump for repair stock.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/27/2024

  Dear BBB,
  I was able to verify the repair allocation and customer details based on the information provided in the complaint. For background, Acme Revival performs service and repairs on specialty electronics per our Terms of Service, which were agreed to by the customer at the time of repair inception.

  
  Upon receipt of the customers machine, we performed a diagnostic review as per our terms, for which we are entitled to a diagnostic fee of $89.00 USD. Following the diagnostic review, we provided the customer with an estimate for the necessary repairs. The customer subsequently rejected the Work Order.
  Our Terms of Service state:

  
  Upon receipt of the Product, Acme shall perform a diagnostic review of the Product, for which Acme shall be entitled to a reasonable diagnostic fee (the Diagnostic Fee) that Acme will determine in its sole and exclusive discretion (presently $89.00 USD). Thereafter, Acme will provide You with an estimate or quote for the Optional Repairs (the Work Order), which *** be communicated to You via the Service Detail. The Work Order *** include an estimate or quote for the purchase of necessary parts, which in Acmes sole and exclusive discretion *** be new Original Equipment Manufacturer (OEM) parts, new non-OEM parts, pre-owned parts, or a combination of any such parts (collectively, the Parts). Upon receipt of the Work Order, You shall have fifteen (15) calendar days to accept or reject the terms of the Work Order in writing. Acceptance of Work Order: If You accept the Work Order, Acme shall proceed to make a commercially reasonable attempt to make the repairs listed on the Work Order; however, Acme shall not be held liable if it is unsuccessful in repairing the Product as specified in the Work Order, and, in that event, Acme shall still be entitled to compensation for the attempted repair. Upon the conclusion of the Work Order, whether fully repaired or not, the total balance of the Work Order shall be due as stated on the Work Order or Service Detail, and must be paid no later than fifteen (15) calendar days after the conclusion of the Work Order. Upon receipt of payment for the balance due, Acme shall deliver the Product to You via a third-party Carrier, subject to the terms of Section 7 and 7.1 below regarding shipping damage and risk of loss. Rejection of Work Order: If You reject the Work Order Acme shall return the Product to You after payment of the Diagnostic Fee. Payment of the Diagnostic Fee must be paid on or before the Pay By Date designated in Your Service Detail. Non-Response to Work Order: If Acme does not receive a written acceptance or rejection of the Work Order within thirty (30) calendar days after delivery of the Work Order to You, the Work Order shall be deemed rejected. Consequently, the Diagnostic Fee will become due immediately, along with any other fees that have accrued. Storage Fees: If Acme does not receive a written acceptance or rejection of the Work Order within fifteen (15) calendar days after delivery of the Work Order to You, or if You reject the Work Order but fail to pay the Diagnostic Fee, or if You accept the Work Order but fail to pay the full amount due for the Work Order, Acme shall be authorized to store Your Product or device in its facility until all outstanding amounts due are paid, and which storage shall incur daily fees at a reasonable rate (the Storage Fees) that Acme shall determine in its sole and exclusive discretion (currently $25 per day). You acknowledge that because Products or devices submitted to Acme for repair vary in dimension, weight, and ease of transport, which Acme cannot know until such Product or device arrives at Acmes facility, and because storage of Products or devices *** incur varying costs for such storage, and because administrative costs to keep track of and handle Your Product or device *** vary, at the time this contract is entered into, it is difficult to ascertain the amount of actual damages that *** be incurred by Acme for having to store Your Product or device. Accordingly, You agree that the amount of the Storage Fees charged by Acme is a reasonable estimate of presumed actual damages calculated in advance and is not intended to be a penalty. Accrued Storage Fees must be paid in full before Acme *** return the Product or device to You.

  
  Given these terms, we followed the agreed process and the customer rejected the Work Order. As such, the only due amount was the diagnostic fee of $89.00 USD. Despite multiple attempts to contact the customer for payment, we did not receive the diagnostic fee.

  
  Certain facts and details within this dispute are not consistent with our records, and we adamantly deny any wrongdoing in this instance. The only scam happening here is the customer attempting to improperly dispose of their electronics in an effort to not pay the contracted Initial Diagnostic Evaluation fee. We strive to provide excellent service and communication with all our customers and regret any inconvenience caused.

• Initial Complaint

  Date:03/04/2024

  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.

  August 14, 2023 Started paperwork for computer repair August 29, 2023 Acme Revival indicated 72 hrs for repair info August 31, 2023 Acme Revival indicated need for $248.55 September 5, 2023 Paid $248.55 September 12, 2023 purchased and delivered new power supply November 15, 2023 After no response, Acme Revival indicated repair would still be done December 2023, On their own with no information, returned computer.Numerous follow up messages to get money back and power supply back. Just responds with "will talk with technician" but this never happens.(This may be a duplicate submission, not sure)

  Business Response

  Date: 07/14/2024

  Dear BBB,
  I have reviewed the repair allocation and customer details based on the information provided in the complaint. For context, Acme Revival provides service and repairs on specialty electronics according to our Terms of Service, which the customer agreed to at the start of the repair process.

  Acme Revival does not promise repairs within 72 hours. Our Terms of Service clearly state: If You accept the Work Order, Acme shall proceed to make a commercially reasonable attempt to make the repairs listed on the Work Order; however, Acme shall not be held liable if it is unsuccessful in repairing the Product as specified in the Work Order, and, in that event, Acme shall still be entitled to compensation for the attempted repair. This means that while we strive to repair devices to the best of our ability, there are instances where the repair may not be successful, and we must be compensated for our efforts regardless. Additionally, we informed the customer that the repair might not be a long-term solution, and we did not guarantee a specific timeframe for the completion of the repairs. Our commitment is to attempt repairs diligently and professionally, but we cannot always guarantee success or a fixed turnaround time.

  We dispute the timeline of events as presented by the customer.

  Certain details in the complaint do not align with our records, and we firmly deny any wrongdoing. We have adhered to our policies and procedures throughout this process.

  Customer Answer

  Date: 07/26/2024

  The response by the company is not acceptable and does not address any issue.

  I have made many attempts to talk with someone at the company, but this is impossible.  The automated system at the only number listed prevents communications.

  Business Response

  Date: 07/29/2024

  BBB,

  Our responses clearly state the reason a refund or credit could not be issued, per TOS that the customer is bound by.

  For further customer service, the customer should contact the ********************** Help Desk online. 

• Initial Complaint

  Date:02/28/2024

  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.

  On 11/3/2023, we ordered two ****** I-Stat devices that came to a total of $7,017.47. We mailed Acme Revival a check for this amount. On 11/8/2023, I received a con?rmation that Acme Revival had received our check. After many emails and live chats about delays in shipping the devices, on 12/10/2023 I received word that our order A0529068 had been cancelled and that our funds would be returned to our original payment source. After several emails, I received an email on 1/20/2024 con?rming that our full refund has been processed. The email stated that a check would arrive within 7-10 business days. On 2/7/2024, I sent an email to inquire about the status of the check since we had not received it. On 2/7/2024, I received an email stating that Acme Revival had issued a check for $7017.47 and that it had been mailed to our billing address, which was correct. On 2/15/2024, I let them know that we had not received the check and I requested that they reissue a check to us. On 2/15/2024, I received an email con?rming that the check was sent to our billing address, which was correct. On 2/20/2024, we received a check for $3508.73.It is dated 1/26/2024, and it was sent to our shipping address. I sent a photo of the check to Acme on 2/20/2024, clearly describing the discrepancies in the amount and the address they mailed the check to. I asked them to call me by the end of the day on 2/22/2024 to resolve the issue. I let them know that if I didn't hear back from them, I would ?le a complaint with the ******** Attorney General. I have not heard from them, either by email or by phone. I have not been able to reach anyone there by phone at any time. When I call the phone number on their website, I get directed to their live chat, which I have tried three times over this period of time that I have described.

  Business Response

  Date: 07/14/2024

  Dear BBB,
  I have reviewed the details of the complaint and verified the customer and order information provided. For background, Acme Revival performs service and repairs on specialty electronics per our Terms of Service, which the customer agreed to at the time of the transaction.

  Acme Revival can confirm that a full refund has been issued according to our systems via physical check. We regret any delay in the refund processing and apologize for any inconvenience this may have caused the customer.

  Certain facts and details within this dispute are not consistent with our records. We have diligently adhered to our policies and procedures throughout this process and deny any wrongdoing in this instance.

  Customer Answer

  Date: 07/14/2024

   
  Complaint: 21362668
  
  I am rejecting this response because: We have received only 50% of the full refund that we were due from the business. As can be seen in the Order Form A0529068, the total amount of the order was $7017.47. As can be seen in the email documentation file I have attached, on Feb. 7, 2024 the company claimed to issue a refund via check for the full purchase amount of $7,017.47. We received a check for $3,508.73 as recorded in an email I sent to the business on Feb. 20,2024. The company did not respond to my email of Feb. 20, 2024 nor have we received any other check from them since that time.

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

  Business Response

  Date: 07/27/2024

  Dear BBB,
  I have further reviewed the details of the complaint and verified the customer and order information provided.

  I can again confirm that our records indicate a full refund of the order amount has been issued.

  Certain facts and details within this dispute are not consistent with our records. We have diligently adhered to our policies and procedures throughout this process and deny any wrongdoing in this instance.

  Customer Answer

  Date: 07/27/2024

   
  Complaint: 21362668
  
  I am rejecting this response because:

  Acme Revival has sent a check for 50% of the amount that should have been refunded to us. I have sent photographic documentation of this check. We have not received another check for the remaining 50% of the refund amount. Acme Revival needs to send us a check for the remaining amount, which is $3,508.73. They should mail the check to our billing address on record with them (not the shipping address). It is:

  Opticyte, Inc.

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

  *******, WA 98195

  Until we receive a check for the remainder of the full refund that they agreed to provide, this complaint is not resolved.

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

• Initial Complaint

  Date:02/16/2024

  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.

  sent a part to this company and after 5 months they advised that they could not fix it. took 3 months to get the part back and still have not gotten my money back ($1000) they did not fix anything and have been lying to me weekly about sending my money. DO NOT do any business with them you will regret it.

  Business Response

  Date: 02/22/2024

  Dear BBB-

  Can this customer provide details of their transaction with Acme Revival so that we may reference their experience? 

  Customer Answer

  Date: 02/23/2024

  the repair ref number is ref: *****

  Customer Answer

  Date: 02/23/2024

   
  Complaint: 21306594
  
  I am providing the reference number for the repair from acme ref: 48752
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/24/2024

  At this time Acme Revival has nothing further to add to this matter, and this case has been previously closed by the BBB as per their communication history. 

• Initial Complaint

  Date:02/10/2024

  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.

  I sent a handheld ultrasound unit for an estimate of repair; the unit was delivered by ***** on Oct. 31st. On Nov 6th they provided a quote which I deemed too high and on Nov 7th I declined the repair. They then stated I needed to pay a "Diagnostics Fee" of $89.00, which I sent via **** priority mail and have confirmed delivery. After more than a week waiting for the unit to be returned, I contacted them by the only means available, which is Web-Chat. They stated first that they Did Not Accept Money Orders, but their website clearly states this is a valid form of payment. Then they stated that the payment was being processed. This went on for weeks and weeks. Since the unit still is in their possession, as of November 21st, they started to charge "Storage Fees", Finally, I figured I rather send the diagnostics fee in a traceable / confirmatory way, and so I sent a check from my business and had it delivered by return receipt certified mail. That has also been "in process". Eventually on Jan 30th, the item is now by them deemed "abandoned". At this time, we started to look for ways of getting the unit back or have some legal recourse, and that is how I'm ending up here, only to find that I have been scammed just as many others with almost identical stories. And to what is more worrisome, is that these crooks have countless people financial and personal information, that they can use to further engage in more fraudulent activities.

  Business Response

  Date: 02/22/2024

  Thank you for bringing your concerns to our attention through the Better Business Bureau. At Acme Revival, we pride ourselves on transparent and fair service practices. We understand the importance of clear communication and regret any misunderstandings that *** have occurred. Upon reviewing your case, we would like to clarify the situation regarding your handheld ultrasound unit and the fees assessed.
  Diagnostics and Repair Quote: As per our standard procedure, upon receipt of your device on October 31st, we conducted a thorough diagnostic assessment to determine the necessary repairs. A quote was provided to you on November 6th, which you declined on November 7th. It is important to note that declining the repair service does not waive the diagnostics fee, which is a charge for the labor involved in assessing your device.
  Storage Fees: As clearly outlined in our terms and conditions, devices that are not claimed or for which payment has not been completed within 30 days of service completion or repair decline are subject to a daily storage fee of $25. This policy is in place to encourage prompt resolution and prevent our facility from becoming overburdened with unclaimed devices. Despite daily email reminders for 30 days regarding your outstanding balance, we did not receive payment from you, leading to the accumulation of storage fees.
  Device Abandonment: With no payment received for either the diagnostics fee or the accumulated storage fees, and after numerous attempts to reach a resolution, your device was deemed abandoned in accordance with our policies.
  
  We understand that this situation is not ideal for you, and it was never our intention to cause distress or inconvenience. However, the responsibility to settle outstanding payments in a timely manner falls on the device owner. Our policies regarding payment and storage fees are designed to be fair and are clearly communicated to all customers at the outset of service.
  In light of the above, we encourage you to contact our customer service team directly to discuss any possible resolutions. We remain committed to finding a fair outcome for both parties within the framework of our established policies.

  Customer Answer

  Date: 02/23/2024

   
  Complaint: 21274817
  
  This is non-sense:

  I have return receipt of the mailing of the "Diagnostic Fee" twice, and they kept telling us that the payment was "in process".  It is impossible to communicate with anyone over-the-phone and there is only Chat support. You may be deceived by how quick the online chat support replies, but soon you realize that it leads nowhere. On repeated occasions they kept saying "your issue has been escalated", to no avail. Then they said that money orders were not a valid form of payment, yet we showed them a screenshot of their own website showing where that was one of the listed forms of payment.
  

  As they would not process the payment, and I was not interested in repairing the device at the price quoted, they kept the unit hostage and started to charge "storage fees" , and eventually declared the item "abandoned". This company is a scam, and I am so upset at myself for not having done my due diligence of searching for reviews prior to sending my unit which on the market is worth $3,500 - $4.500 . 

  Don't fall for this company, you should be called out and hopefully someone takes you to court
  
  Sincerely,
  
  ********

• Initial Complaint

  Date:01/31/2024

  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.

  On 10-16-2023 we entered into an agreement with Acme Revival ****** to repair our motorhome Magnum ME 2012 Inverter. We were informed that Acme Revival was "confident the inverter could be repaired to correct the issue". After they did a diagnostic they said the Total number of hours to repair the inverter was 2.88 hrs. at a cost of $374.56. We paid the amount, the check cleared our bank on 10-26-2023. After weeks passed and we received no word from Acme Revival, we attempted multiple times to contact them via telephone, with no results. So, I entered into multiple online chats with Acme Revival to voice my concerns that we had not heard anything from Acme Revival regarding the status of the repair. Multiple times I was assured that the inverter was being repaired. On 12-15-2023 the inverter was returned to us with a large white sticker stating in large black letters 3 times (REJECTED). We have never received any documentation as to exactly what repairs were going to be made to the inverter. Also, when we received the inverter back, there was NO DOCUMENTATION AS TO WHAT ACTUAL REPAIRS WERE DONE TO THE INVERTER. We called a Mobile RV Tech to our home to install the device. He felt that the device had not been repaired. He installed the inverter, and it once again blew a very expensive fuse, just as it had done prior to being sent to Acme Revival for repairs. Clearly, the inverter has not been repaired and has no output. I contacted Acme via yet another online chat. I was told that someone would get back to me in 3-5 business days. After two weeks of waiting I once again had an online chat. I received an email back on 1-18-2024 from ************** (Supervisor) refusing to honor their 30 DAY GUARANTEE. I have attached documentation as evidence with the hopes that you can help me to get this issue resolved. They kept our inverter for nearly 2 months, not the usual ********************** their email.

  Business Response

  Date: 02/22/2024

  Dear BBB
  
  We acknowledge the customer's emphasis on our ****** guarantee for this repair. However, it's important to note the condition outlined in Acme Revival's terms of service that, "If they accept the Work Order, Acme shall proceed to make a commercially reasonable attempt to make the repairs listed on the Work Order; however, Acme shall not be held liable if it is unsuccessful in repairing the Product as specified in the Work Order, and, in that event, Acme shall still be entitled to compensation for the attempted repair."
  
  The provided fee is intended to cover the costs associated with expertise, labor, tools, and materials required for precise diagnosis, evaluation, implementing effective solutions, and allocating repair resources to address the issue.
  
  We wish to assure them that every effort has been exerted to facilitate the repair in question. However, we acknowledge that the resulting outcome may not fully meet their expectations, and we empathize with this situation.

  Customer Answer

  Date: 02/22/2024

   
  Complaint: 21212694
  
  I am rejecting this response because: We never received any documentation of the work that would be done. Nor did we receive documentation with the returned inverter that stated the attempted repair that was done. WE HAVE NOT RECEIVED ANY DOCUMENTATION AS TO WHAT PARTS WERE USED TO COMPLETE THE ATTEMPTED REPAIRS. Our certified remote RV Tech does not believe the repairs were ever attempted. We expect Acme Revival to either complete the repair as they stated in an email that they were CONFIDENT they could complete, or refund our money in full. We expect them to honor their 30 day warranty, which is expressly stated throughout the website. Should they decide not to honor their own warranty, we will be left with no choice other than to file a formal complaint with the State ************************* of ********. They had our inverter in their possession for nearly two months, all the while stating that the inverter was being repaired. Clearly, it was not. We have reviewed multiple complaints and POOR reviews regarding this company. It is our belief that someone needs to hold this company responsible for their DECEPTIVE BUSINESS PRACTICES. As stated previously, the inverter was returned back to us without any documentation in a box that had a large white sticker on it with large black letters stating REJECTED, REJECTED, REJECTED.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/24/2024

  Dear BBB (21212694)-

  As a courtesy to this customer, we would like to extend an invitation for this customer to return their device to their assigned Acme Revival facility.

   

  This customer should contact the ********************** Help Desk at: *****************************

  for additional information and guidance. 

  Customer Answer

  Date: 03/24/2024

   
  Complaint: 21212694
  
  I am rejecting this response because: We are rejecting Acme Revival's response. We have been acting in good faith trying to get Acme Revival to do the right thing and honor their OWN Warranty since December 2023.  After multiple attempts they continued to totally disregard their OWN WARRANTY. We are now going into the FOURTH MONTH, and now they want to OFFER US THE COURTESY TO EXTEND AN INVITATION TO RETURN OUR INVERTER BACK TO THE ORIGINAL ASSIGNED ACME REVIVAL FACILITY. The same facility that returned our inverter back to us NOT REPAIRED with absolutely NO DOCUMENTAION, after nearly two months of continuously telling us it was being repaired.

  Since Acme Revival, on multiple occasions refused to honor THEIR OWN WARRANTY, and delayed their responses on multiple occasions, we were left with no other option other than to purchase a new inverter to replace the original inverter that Acme Revival returned to us NOT REPAIRED. We purchased the new inverter on February 28th, 2024, at an additional cost to us of $999.99. I have attached a copy of the sales invoice (pdf 362).  

  Had Acme Revival done the right thing and honored their warranty and repaired the original inverter, we would not be out the additional cost of $999.00, plus $180.00 for the **************** RV Tech to install the new inverter.

  Acme Revival HAS NOT acted in good faith regarding this entire matter. Now after nearly four months they want us to pay yet again to ship the original inverter back to them. NO THANK YOU. WE ARE TIRED OF BEING JERKED AROUND BY THIS COMPANY. 

  As stated previously, multiple times, we received NO documentation as to what the diagnostics showed to be wrong with the inverter. Nor did we receive any documentation of the parts required to repair the device. More importantly, we DID NOT RECEIVE ANY DOCUMENTATION OF ANY ACTUAL REPAIRS THAT WERE MADE TO THE INVERTER. The only thing we received was the inverter that WAS NOT REPAIRED AS CONFIRMED BY OUR CERTIFIED RV TECHNICIAN, in a box with a large white sticker that stated, REJECTED, REJECTED, REJECTED.

  Since Acme Revival refused to honor their own warranty in a timely manner, and after many months of THEIR delayed responses, causing us to have no other choice but to purchase a new inverter, the fault lies with them. 

  We are requesting that Acme Revival reimburse us for the FULL PRICE that we paid them for parts and repairs in October 2023, after they informed us that they "WERE CONFIDENT" that they could repair the inverter. 

  If Acme Revival does not act in good faith, we will have no other choice but to file a Formal Complaint with the Colorado State ************************** we will await Acme Revival's response prior to doing so.

  We have been more than fair and patient in dealing with Acme Revival. This has been going on since October. We feel that FIVE MONTHS is far too long for this to have gone on. It is most definitely VERY POOR CUSTOMER SERVICE.

  Sincerely,

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

   

   

   

   

  
  
  
  

  Business Response

  Date: 01/22/2025

  Dear BBB, 

  Per our Terms of Service: If they accept the Work Order, Acme shall proceed to make a commercially reasonable attempt to make the repairs listed on the Work Order; however, **** shall not be held liable if it is unsuccessful in repairing the Product as specified in the Work Order, and, in that event, Acme shall still be entitled to compensation for the attempted repair."
  
  The provided fee is intended to cover the costs associated with expertise, labor, tools, and materials required for precise diagnosis, evaluation, implementing effective solutions, and allocating repair resources to address the issue.
  
  We wish to assure them that every effort has been exerted to facilitate the repair in question. However, we acknowledge that the resulting outcome may not fully meet their expectations, and we empathize with this situation.

  We recommend for the customer to send their device back for additional repair and reach out to our support at *****************************************************.

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 21212694
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *****