ComplaintsforOxyzone Enterprises, LLC

• Initial Complaint

  09/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 2/21/23, we saw a YouTube video called "100% Chemical, Chlorine, Salt-free Pool. Bio3Blaster Automated Chlorine-free pool system" by ******* of Oxyzone Enterprises LLC claiming it will "revolutionize the industry" and let us be able to bathe in our pool without any more chemicals. I contacted *******, he said he has an even more upgraded and powerful system called Bio3Blaster Bionic Pool Water System. We paid $4,500 on 2/22/23 (Invoice 1969). He said the Ozone Unit would come by 3/24/23, but the product got delayed and damaged by the courier as per *******. He said he would repair and test it. He dropped one portion off on 4/9/23 and I tipped him $40 for gas. The rest of the order came in pieces approx 2 months since first ordered without installation instructions or drawings causing delays despite me asking him for an installation videos, and him promising to assist with the installation remotely or in person. He did not come by to help. Once installed, the Ozone system did not work, caused the pool to turn green, costing us approx $500 in pool supplies to try to restore it with the Ozone system off. I called and texted ******* numerous times to get his assistance, and he just kept making promises that the system works despite repeatedly being told the pool water turns green and we still have not been able to use the pool. We felt cheated and tricked. Whenever we turned the Ozone back on, the pool turned green. We stopped the ozone device, and offered to return everything back to him. Prior to the Ozone System, the pool worked fine. Except for 1 brief swim, the pool has Not been able to be used for approx 3 months now since Ozone installation. ******* refuses to give us a Refund despite numerous calls and complaints that his product never worked. He used profanity and hung up on me numerous times. It appears to be intentional false advertising bordering on fraud. ******* **** ******** did our water sampling and agreed *******' system was Not working.

  

  Business response

  10/03/2023

  The Customer ****** ****** ordered a Bioblaster Bionic copper silver Ion generator and oxygen concentrator fed pool system. The customer has an above ground swimming pool and our system is designed for below ground swimming pools. The customer has mis-stated almost the entire company interaction including the misrepresentation profane speech. The customer order a unit which was delivered in several parts because it is manufactured in several parts the time frames quoted are fictional. UPS damaged the shipping crate and the unit was taken in and tested prior to being delivered to the customer. The product developer of the company was told that the pool contractor was going to be installing the unit and would be in contact with the company representative to go over the install.  As these units are custom fit to the existing pool equipment we offer technical support over the phone to qualified personnel. No  rep ever contacted us about the installation. *** ****** decided to install the unit himself.  He waited several months after the purchase date to perform his own installation. He has never provided photos or video of the installation and we believe that there is installation error as the culprit for his results along with the following. ** ****** never used chlorine to keep his pool water clean prior to the installation of his unit and the water was green. He asked us if the unit would work to turn green algae filled water to pristine. We told him no he needed to drain it and start fresh. He then began a saga of using pool shock and PH adjustments over a long period of time to get the water that was never drained clean. He then callled and stated the unit was not working. We trouble shot it and found that the unit was indeed working. We even offered to send a technician over to view his installation but he never scheduled a visit. We assumed that his system was functioning and then 2 months ago we received another call that he was unhappy. We again offered to send someone to troubleshoot and told him that the unit is under our no questions asked warranty, that all he needed to do was return it to the shop and we would repair it or even upgrade the unit if necessary. We even voluntarily agreed to send him our new nanotizing mixer or patented nanobubble generator for FREE at ZERO COST.  He agreed to receive it. We custom built a very expensive nanobubble generator and sent it to him at no cost.  When he received it he called and started slandering the company and the product developer. He asked for his money back and said that the unit would never work without even testing it.  We offered to send a technician to install the unit for him he refused. He threatened to call the BBB and he did,  Never the less his unit is the first unit that has ever supposedly failed. However it was not installed by a pool professional, we don't know if the venturi the way he installed it is sucking in the ozone. His unit remains under warranty and can be serviced at no cost at any time.  He was given a $10,000 value  upgrade that he has refused to test. He has been uncooperative and unreasonable. We  have published return policies and warranties ********************************************************** . We are still honoring them. We have a published return policy  at the above link as well

  Return Policy:
  We guarantee that if you are not satisfied with the output or quality of any of our machines in the first 15 days, ship us the unit and we will issue a complete refund. If you are not happy and return your unit within 30 days, you'll get 50% refund. After 30, days no refund shall issue. By clicking the buy now button you agree to be bound by a private agreement between the parties for the hand building of the machine design requested.

  We don't offer return on 8 month old equipment that has been used. We cannot sell it as new, like a car dealership we have offered to help him and have built paid for and shipped an upgraded unit. He did not pay for the nano oxygen swimming pool system, but he was upgraded to it. We cannot do anything else but honor our policies and continue to offer to help him. We no longer accept above ground swimming pool customers as the filtration systems are substandard an the owners less likely to utilize pool professionals for installation. 

  The unit can be inspected to determine if it is properly producing ozone if he returns it for repair. We will be glad to walk him through the installation of the nanotizing mixer to turn his pool into a nano-oxygen chlorine free swimming pool. We will gladly inspect the installation to help *** ****** going above and beyond our published warranties at every step.

   

  Customer response

  10/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. ******* is giving false information.  He knew by delivering the Unit(s) in pieces that it would go beyond the 15 day and 30 day return policies by dragging out the process. He never offered to send a technician, and he did Not come to assist with the installation himself despite repeatedly telling me that he would come by to assist the installer and myself. I followed the instructions given by my installer and ******* per his pictures and texts.  He kept making excuses about having to go out of town. He was a No Show despite his promises to help. I always welcomed his help, but he never arrived. His company and subsequent actions are very questionable, and he appeared very emotionally unstable with his unprovoked outbursts of profanity on more than one occasion that my children could vouch for as I speak to him on Speaker Phone. He did not address the complaint that his Ozone System was not working and was insufficient to keep the above-ground pool clean. He was notified upon initial conversation that the Ozone System ordered was for an Above-Ground Pool verbally and with pictures. I even video called him via ******** to show him the components. ******* has appeared very prideful and to be making false representations of both the efficacy of his product and that his Ozone system is a “stand-alone” product whereby we would no longer need to use any other pool cleaning chemicals as chlorine. This was a false advertisement, and a ploy to steal our funds by dragging out the product delivery past the return refund eligibility phases. He sold us a lemon and refuses to acknowledge that he had poor customer service, is rude, defamatory, emotionally unstable, and too prideful to admit that his product was ineffective and insufficient as per his advertised claims. He needs to pull it off the market, refund our money, and learn to speak the truth.   If he refuses to address this matter faithfully through this means, it will soon be escalated to a legal matter. He was given more than sufficient time to be honest, and he is still not acting in good faith or being honest.  And he has the audacity to claim to be a *********…very shameful.  I eagerly await his response. Thank you for helping us try to resolve this. 
  
  [To assist us in bringing this matter to a close, we would like to know your views on the matter.]
  
  Regards,
  
  ****** ******
  
  
  
  
   

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