ComplaintsforAIMS Power, Inc.

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an inverter on 5/17/2021 for $4135 from aimspower.com. It has a 2 year warrantee and sometime near the 1 year ************ speed cooling fan stopped coming on during low power usage. I have called, emailed, created and logged into an account on their website in an attempt to get issue resolved. All attempts to communicate have been ignored except when I threatened to contact **** for resolution but then after informing tech support of the issue, I was again ignored.I sent an email to Sales and they responded of course and said that my inquiry would be forwarded to tech support but ultimately I am ignored. Warrantee expires this month.

  Business response

  05/09/2023

  We have spoken with ****** and have provided everything we can via phone. We don't know if it's only a fan issue and we need to get the unit back for testing and we advised this back in Dec. Here is our warranty policy for review. He will need to go on our website and request a RA # and we can provide instructions. 

  Warranty
  All AIMS Power products come with warranty coverage against manufacturer defects as follows, from the date of purchase, unless otherwise indicated. ONLY PRODUCT PURCHASED FROM AUTHORIZED DEALERS/RESELLERS WILL BE ACCEPTED UNDER WARRANTY
  1-Year for non ETL (Extract, Transform and Load) units
  2-Years for ETL (Extract, Transform and Load) units and batteries
  3 Years for generators
  Batteries product specific
  Solar products product specific
  Cables - 10 years
  Within the warranty coverage period, AIMS Power will either repair or replace, at its sole discretion, the defective product. A restocking fee may be applied if used or missing packaging and/or parts are not returned. Limited and prorated warranties on some products.
  NO REFUNDS AFTER 30 DAYS. REPAIR OR REPLACE ONLY.
  Any shipping charges that occur as a result of a warranty return or exchange are NOT covered by the warranty and are the responsibility of the customer.
  The warranty does not cover the following:
  
  Products that AIMS Power determine, in its sole discretion, to be free of any material or workmanship defects or flaws
  Products evidencing excessive wear, misuse or alteration
  Products with missing or defaced labels, stickers, serial numbers or other identifying information
  Improper care or storage (e.g. water damage, exposure to extreme heat or cold temperatures, unsanitary environment)
  Alterations or customizations
  Items that were purchased second hand, or from an unauthorized seller (if you want to know if a seller is authorized, call us at ************)
  Items outside of the covered warranty period
  RECEIVING YOUR ORDER Be sure to inspect for any damage or incorrect quantities BEFORE signing for the product. If you accept the product, make sure to have the carrier NOTE the damage before signing.
  Warranty Return Process
  It is our goal at AIMS Power to provide a comprehensive and hassle-free return and exchange process. As such, please review the below process before initiating warranty claim.
  Contact AIMS Power via the AIMS Power return portal at ************************************************* to submit your warranty return request and obtain a Return Merchandise Authorization (RMA) number.
  Note: Be sure to provide the name from the original order as well as a copy of your receipt. Include a detailed description of the problem.
  An automated email will then be sent to the address indicated on the warranty return request containing further instructions regarding packing, shipping and documentation to include when returning the product as well as an RMA authorization number.
  Once the return is received and inspected an e-mail will be sent informing you that the return has been approved and processed. If there are any issues with the return, an additional e-mail will be sent notifying you of such.
  Other Items of note:
  ONLY PRODUCT PURCHASED FROM AUTHORIZED DEALERS/RESELLERS WILL BE ACCEPTED UNDER WARRANTY. AIMS Power DOES NOT cover return shipping. Any Product that is returned and deemed to be of working condition or was returned without all of the required information, and the customer has not paid for return shipping, may be disposed of or destroyed after 30 days.
  Any requested information that is not provided in a timely manner could result in delayed processing of your return.
  When shipping the product for a return:
  Ensure the product is packed accordingly to avoid being damaged in-transit.  Include original packaging. Use proper protective material to ensure package arrives without damage.
  Ensure some form of shipment tracking is used.
  It is strongly recommended to insure the shipment.
  AIMS Power is not liable for products that are lost or damaged in-transit.
  The RMA authorization email will indicate what, if any, other product contents need to be sent in with the returned product.
  For any other questions please contact us via phone or email.

  Customer response

  05/10/2023

   
  Complaint: 20033491
  
  I am rejecting this response because:

  Lies and **** lies.   Not even communicating with me now they are telling me to spend $500 shipping to fix what could very well be a $20 fan.  They ignored and evidently deleted the *** request that I filed months ago.

  Thanks BBB for bringing their business ethics to light.

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

  Business response

  05/11/2023

  We will be happy to provide a fan but if the customer chooses to install the fan on his own, this will void the warranty. We can also help set up the freight for him to return the inverter, which may save him some money as we may have better ***** rates. The inverter will need to be secured safely to a pallet and arrive without any damage so sufficient packaging is needed. He will need to call ************ and ask for Summer and provide the info needed once he decides how he would like to move forward. 

  Customer response

  05/12/2023

   
  Complaint: 20033491
  
  I am rejecting this response because:  I have received zero tech support to diagnose the issue.  If it is the fan, send a fan, the warrantee has expired anyway.  It's easy  to just say "send it back" ignoring the hundreds of dollars that I will have to pay like I said before.  I have a volt meter and some technical ability.  Send a diagram showing the pertainant information.  I purchased you most expensive 48volt dc input inverter in it's class.  Over 4 grand.
  
  Sincerely,
  
  *************************

  Business response

  05/18/2023

  Please call ************ and ask for ******. He will work with your and sending the fan. 

  Customer response

  05/25/2023

   
  Complaint: 20033491
  
  I am rejecting this response because:  Since I have to respond to BBB within 7 days, here's the current situation.  I called on the 24th and spoke with Mr.*** who informed me that ****** was in a meeting and said that if ****** did not return my call in an hour that he would.  After waiting 2 hours I checked my cell phone and it unfortunately lost service so I rebooted and received 2 voicemails, on from ****** providing his direct phone number.  I called at noon **** time but figured he went to lunch so called back at 1pm and left a message that I was ready for his call and apologizing for my crappy phone.  I've heard nothing and have been trying again today, the 25th in the AM with no response.  I don't know his schedule and can't sit around for hours, not sure if he will call.  He's yet to answer his phone for a half dozen calls.  On a message I said I'd call at 1 pm today so we'll see when we will connect.
  
  Sincerely,
  
  *************************

  Business response

  06/08/2023

  We offered to send him a fan and talk with a tech. We provided a contact number and to my knowledge he hasn't called or provided info of where to send the fan. Our prior response was 

  We will be happy to provide a fan but if the customer chooses to install the fan on his own, this will void the warranty. We can also help set up the freight for him to return the inverter, which may save him some money as we may have better ***** rates. The inverter will need to be secured safely to a pallet and arrive without any damage so sufficient packaging is needed. He will need to call ************ and ask for Summer and provide the info needed once he decides how he would like to move forward. 

  Customer response

  06/12/2023

   
  Better Business Bureau:

  As it turns out the fan is not defective but another component.  Rather that uninstalling the 200lb device, mounting it to a pallet, fork-lifting it onto an expensive scheduled shipping truck then reverse the steps after paying hundreds, I spent $50 and set up manually controlled cooling fans.  I was to email tech support and have him send a fan IF it proved defective and it did not.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and after twisting their arm they have provided satisfactory tech support and so, case closed. 
  
  Sincerely,
  
  *************************

*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. ↩