Complaints

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• Initial Complaint

  Date:05/10/2022

  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.

  The complaint that I am filing is in regards to a spa machine/appliance known as the Wellness Cocoon Pod Pro from Wellness ***. I sent a purchase request through to https://wellness-usa.com/ and was directed to All Hours Tanning Distributers which are located in *****, *****. I was directed by ****** the sales agent, towards a used Wellness Pod for $7,995 with freight shipping costs at $588.14 for a total of $8583.14. When the pod arrived, I never received any paperwork regarding a warranty. I did receive a manual from the original manufacturer. I received the pod on 10/06/2021 and my first issue was the heater around 10/16/2021. Thats barely 10 days of having the machine. My next issue with the LEDs/screen not turning on started 11/16/2021 which is a month since the heater issue and a little over the month since I got the pod. I am seeking reimbursement for my out of pocket costs for this faulty machine as I am not longer able to pursue resolution with the company (who have stated they will not refund the technician cost nor refund my purchase) which is the original purchase price plus the technician I hired for a total of $8,858.14. All Hours has refused to accept responsibility for selling me a lemon and has declined twice to reimburse me, even for just the technician out of pocket costs.

  Business Response

  Date: 05/27/2022

  To whom it may concern:
  On 9/29/2021 ************************* went through with the purchase of a used piece of spa equipment for her home that she had first inquired about on August 22nd, 2021, through the manufacturing leads portal.
  Prior to this purchase ******* and I, ***********************, had talked on numerous occasions to go over all options. Our company, All Hours, charges $1500.00 for installation of the unit however the client is free to waive this fee and receive the unit on their own as the owners manual walks them through this process. The owners manual lays out how to install as well as troubleshoot. The owners manual also specifically shows that there is no labor warranty on used equipment (Page 63). 
  In length we discussed that the machine is primarily plug and play if the correct power requirements are available.  There was no service warranty.  Any issues that could arise would receive free phone tech support and with that All Hours offered a 6-month parts warranty as a courtesy if any issues should arise once the machine was installed. The cost would be less to hire a technician than it would be to pay for the installation. We tell our clients this as a point of honesty and let them make the decision.
  Shortly after receiving the Wellness Pod, ******************* reached out about the machine not turning on all the way.  I left her a voice message about checking the power supply.  ******************* replied the following (see attachment aug23-nov4-brook-devon.pdf for full exchange)

  
   
  This was in reference to a phone conversation we had about how important the power was and all of the information that would be covered in the owners manual.  Power supply is extremely important in regards to the wellness cocoon.  All information regarding it can be found on Page 13, 15 and 65 of the owners manual.  In the attached correspondence we continue to converse and ******* says she believes the electrical issue has been handled.  She then reached out on October 15th with concerns over the heater and she was connected with our internal technician *************************. 
  ******************* reached out to me on October 20th letting me know that the issue with the heater was resolved.  Our tech solved the issue through phone support and the Pod was again in working condition. (see attachment aug23-nov4-brook-devon.pdf for full exchange)
  

   

  

   

  The part suspected to have been causing the issue was shipped to ******************* free of charge as per All Hours 6 month part warranty.  
  Following ******************* reached out in November to let us know that the storm had caused an outage and that the LED screen had not come back on. Free tech support is given which correspondence shows and the LED screen comes back on. 
  In ************************* started to use multiple avenues to contact our company addressing multiple people within the organization.  Her frustration was made very clear. She had had another power surge but this time the unit had not fully turned back on.  We let her know that if she would like to re-home the pod we would assist her in any way possible as she seemed quite unhappy and sent an email about her financial strain.  She did not believe that she should be responsible for the service of the pod and became harder to work with. She continues the harassment and to copy multiple people from our organization to further disrupt the organization. 
  After this email our corporate team decided to send out one of our lead techs to do a full inspection of the unit along with the power connection. Our technician and the manufacturers tech believed the issue to be most likely a power supply issue caused by the outages or the way that the pod was being powered.  There is attached correspondence with ******************* as we try to coordinate our techs to come out and take a look at her machine without communicating this with us. After the technician left ***************** reached out to let us know that he had come and what he believed the problem to be and Northwest Tanning Solutions followed up with our corporate office via phone. He had determined that the power supply had gone bad. Our corporate team along with manufacturing reviewed his findings and the issue that arose generally comes from surging power through the machine. After review of the images ******* sent her machine is still not protected from this surge issue as she is using a standard in-home power strip where a backup *** is recommended as this is a commercial unit. Our review team decided to replace the part free of charge in the event that there had been any oversight in refurbishing even though none could be found. 
  Following this chain of events ******************* let us know that she believed us to be responsible for the price of her technician  and that if we did not send her what she demanded ASAP then she would be filing a complaint with the BBB, the attorney general, and then taking our business to small claims court. 
   All Hours has gone above and beyond to honor our agreement despite the harassment of our company.  We have enclosed the owner's manual as well as all email correspondence in this matter. 
  
  Thank you - 
  Brook Taylor 
  All Hours 
  Sales & Service 
  p. ************ e. #***
  f. ************
  

  
  

  Customer Answer

  Date: 05/27/2022

   
  Complaint: 17188939
  
  I am rejecting this response because:

  The fact that this company is describing my pointing out their failures as harassment is evidence enough that they refuse to accept responsibility in selling me a lemon. As you can see in the attachments All Hours have sent, specifically the document that is titled with To All Concerned - Harassment, you can see my email to the company clearly documenting out the timeline of their negligence. 

  I will not rehash that email as its already theresent by both parties involved in this ridiculous farce. I am not harassing this company, I am holding them accountable for their shady practices. Something I wish I had done more research for instead of following through with the recommended purchaser from Wellness ***, the parent company. 

  Ive attached two screenshots of reviews that appear to have similar experiences to me. While they are not from 2022, they document that this sort of response from this company isnt out of the ordinary. 

  This company should do the right thing instead of shirking responsibility and accusing me of harassing them. How about honoring the fact that they knowingly sold me a piece of equipment that is a lemon?

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