ComplaintsforAston Technologies, Inc.

• Initial Complaint

  06/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 6/1, I purchased a combination mount and balancer from sales person: ***. I was induced to purchase from Aston because of it's offering "Same-day or next-day shipping" and reviews seemed positive. I explained to *** the need for quick shipment, and he confirmed on Thur, 6/1 - over the phone, prior to placing the order - that it would ship "Fri or Mon" (6/2 or 6/5). I was sent a ********** invoice for $3,679 (Invoice No. *******), which I paid immediately. After not receiving a call regarding shipment (or shipment confirmation email), as promised, on 6/5 I called *** to inquire about the shipment date. *** acted like I never paid. After providing proof of payment he noted I would receive a call or email confirmation by "Fri or Mon" (6/9 or 6/12). At that point I asked that *** to send me something showing that the order was actually going to ship. He confirmed he would send something by ***. On 6/9, I had not yet received confirmation and again called *** who indicated that the product was unavailable to ship. I asked him to cancel my order, he stated rather than cancel "I will upgrade you to a better machine - one that is in stock that can ship today," and , "I just have to get approval from my supervisor" and said he would call by 1 pm. He eventually called at 3 pm and indicated his supervisor said no to the upgrade. I stressed that not only did this go against his word, it goes against their advertising at which point I was informed that his supervisor wanted me to know THEY WERE CANCELLING THE ORDER. After I got angry on the phone, *************** up. I received a text message several minutes later from *** noting that they had cancelled the order and I would be receiving a credit. The company has refused to provide a refund - to the point that I filed a dispute with my credit card company. Additionally, the company deletes ****** reviews (proof of deletion of my review has been uploaded) which causes customers to not be accurately informed as to products/service.

  Business response

  07/06/2023

  Dear Better Business Bureau,
  
  I am writing in response to the complaint filed by *********************** regarding their experience with our company. We take customer feedback seriously, and we apologize for any inconvenience caused during this transaction. We have thoroughly reviewed the details of the complaint and would like to address each concern raised by the customer.
  
  According to our records, ***** purchased a combination mount and balancer from our salesperson, Rey, on 6/1. We understand that the customer was specifically interested in our advertised "Same-day or next-day shipping" and expected the order to be shipped promptly. We acknowledge that our salesperson, ***, initially confirmed over the phone that the order would be shipped on either 6/2 or 6/5.
  
  We apologize for the miscommunication and the subsequent delay in providing shipment confirmation to the customer. Our internal investigation revealed that there was a breakdown in our communication process, leading to a lack of follow-up and failure to provide the necessary information to the customer. We understand the frustration this caused and sincerely apologize for the inconvenience.
  
  We acknowledge that on 6/5, when ***** contacted *** to inquire about the shipment date, there was confusion regarding the payment and subsequent confirmation. While we are disappointed that this occurred, we understand that *** eventually confirmed that the product was unavailable to ship and offered an upgrade to a different machine. However, due to a decision by his supervisor, the upgrade was not approved, leading to further frustration on the part of the customer.
  
  We deeply regret the inconvenience caused to ***** during this process, and we apologize for any dissatisfaction caused by the lack of efficiency in our communication and the unfulfilled promise made by our salesperson. Our team has taken this feedback seriously, and we are implementing measures to improve our internal processes to ensure this situation does not recur.
  
  Regarding the customer's mention of deleted ****** reviews, we assure you that we value our customers' opinions and feedback. We have investigated this matter internally, we have found no evidence of deliberate deletion of reviews. We are committed to providing accurate and transparent information to our customers.
  
  As for the customer's request for a refund, we understand their frustration and regret the inconvenience caused. However, as the customer has mentioned, they have already initiated a dispute with their credit card company. At this stage, we kindly request that the customer continue to engage with their credit card company to resolve the matter, as we are obliged to follow their process in such cases.
  
  We appreciate *****'s patience throughout this experience, and we genuinely apologize for any inconvenience or dissatisfaction caused. We value our customers and strive to provide excellent service. We will use this situation as an opportunity to learn and improve, ensuring that our future customers receive the high-quality service they deserve.
  
  Should you require any further information or have additional questions, please do not hesitate to contact us directly at [email protected]. We appreciate the Better Business Bureau's commitment to promoting fair and ethical business practices and thank you for allowing us the opportunity to address this complaint.

• Initial Complaint

  12/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a set of tire changing and balancing machines from Aston Technologies on 11/14/2022. The deal was financed through ***********, one of their financing companies. The tire machine failed after mounting just one tire. I have called and left messages for support but non of my calls have been returned. After emailing several times, Aston Support responded but they have not been able to resolve my issue. In fact they don't even read what I am telling them and find excuses so that eventually I may get tired and just give up. I paid $8,595.00 for the machines. I have tried to involve *********** in the issue also and have always copied them on every correspondence with ***********. I don't feel like I should be paying close to $600 per month for something that failed upon arrival and is useless for me. I asked Aston to either help me fix the problem, or replace the tire changer with a working one or just return the machine and issue *********** the refund so that the lease can be terminated. I have done everything Aston Support has asked me to do and updated them with the results. None of their suggestions have fixed my problem. At this point, it is best that they take their equipment back and refund the fully purchase price to ***********.

  Business response

  01/18/2023

  ---------- Forwarded message ---------
  From: Support at Aston <[email protected]>
  Date: Sun, Jan 15, 2023 at 4:06 PM
  Subject: Complaint ID ********
  To: <[email protected]>
  

  
  Hello,

  
  

  The complaint was not true. We responded every time that he emailed us. See our answers below.

  
  

  1. The buyer is not our direct customer. We didn't sell it to him. We sold it to a leasing company.

  
  

  2. The buyer is rude and has no patience. When he had an issue, he sent us an email and therentenging us and the leasing company that he would stop payment and wanted money back. Technically he should contact who he purchased it from if he has a payment issue or return.

  
  

  3. He bought two machines, as he claimed both defective, that's impossible. The videos that he sent for the balancer don't show anything wrong with it. However we firmly believe it's a user error, because the tire machine was working one time and finally we figured out that it could be short circuit due to wrong voltage or the buyer did something accidentally burning out the circuit board and the buyer accidentally pressed the Emergency Stop button. The emails that he sent stating some contactors were not working,and later he sent an email saying it was working fine. The buyer couldn't prove it's defective. His language contradiction. 

  
  

  4. If he was trying to use "fake defective" as an excuse to breach a contract with the leasing company or negotiate a term, he should contact the leasing company not us. He contacted the wrong party. 

  
  

  5. However, we did send him a whole new circuit box and all the related accessories. 

  
  

  Thank you.

  Customer response

  01/18/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I don't have the time to keep emailing and trying to get hold of them via phone. My emails didn't get answered for days and none of my phone calls were ever answered. I bought the machines for a business purpose, each day they don't operate I loose money. My request was simple to fix the machine under warranty or replace them if they can't be fixed. I had no intentions to breach contract but when I got no response for days I asked to just returns the machines and cancel the lease. What do I get of this? Nothing but frustration. I am not asking for any damages, just to fix the machines, if that's not possible to return them. Obviously I am not prepared to make a hefty monthly payment for something that stopped working within the first week and with no hope of getting it fixed.
  

  Like I mentioned in my original complaint the I have all records of email exchanges and prove my point. This is an irresponsible vendor. You can just look at their statement saying, they did not sell the machines to me but to the leasing company. They being the manufacturer are responsible to honor warranty and keep the machines running not the leasing company. They basically told me to go take a hike, they didn't sell me the machines.

  When they finally started to diagnose, I dent them all the information they asked for, they were unable diagnose and a result they sent me the circuit board which they think will fix the issue. Once they said they have sent the part and provided me with they tracking number I did not see any updates on the *** site. The *** site kept saying that the label has been created but *** has not received the package. I emailed them everyday for a week and asked them why *** has not received the package. To my first email they said it was dropped off late last night and maybe *** did not update it's system because that was clearly a lie once again and the *** system did not change even after a week. Finally after a week they responded to my email and said that they missed to ship the package. If the level of responsibility is like this within the first month of purchase, I can't trust this manufacturer with providing any support on their products down the road.

  Regards,

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

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased tire balancer and tire changer about 7 months ago.... spend right at $5,600.00 total... less than a month later the computer screen goes out on the tire balancer... I have been fighting for months to get it warrantied.. to no avail... the ignore my calls, ignore my emails, ect .. there us a one year warranty on the equipment... this is getting ridiculous... I'm losing money every day because they will not uphold their end on the equipment they sold me....

  Business response

  12/23/2022

  ---------- Forwarded message ---------
  From: Support at Aston <[email protected]>
  Date: Thu, Dec 22, 2022 at 5:49 PM
  Subject: Complaint ID: ********
  To: <[email protected]>

  
  

  Hello, 

  
  

  We understood the buyer's frustration. However it is out of our control as the screen manufacturer was being closed due to COVID. We felt frustrated as well. The buyer didn't believe COVID is still going on in China and even worse right now actually. 
  

  
  

  However, the LCD touch screen monitor was shipped  to him on 12/12 by ***: ******************. And the shipment was delivered on 12/15. See below. Thank you.

  
  

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

    Delivered On

  Thursday, December 15 at 6:19 P.M. at Front Door

• Initial Complaint

  11/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a hydraulic lift that became un-operable after a week of purchase and the company refuses to service the three year warranty. I request they honor the warrant and fix the lift.

  Business response

  12/12/2022

  ---------- Forwarded message ---------
  From: Support at Aston <[email protected]>
  Date: Sun, Dec 11, 2022 at 7:10 PM
  Subject: Complaint ID: ********
  To: <[email protected]>
  

  
  

  Hello,
  

  
  

  The complaint of the buery is not true. He had never set up the lift completely. This buyer purchased the lift on 9/8/22. For safety reasons, the lift must be installed by a licensed professional installer. However, ***************************** installed it himself. He had so many issues for the installation because he is not licensed and insured as well as no experience of installing a heavy duty lift. We did help him on every single question he had.

  
  

  The last time he called is at the end of October and he asked for a pulley which is included in the package. However, we did send him another one for free on 11/1/22. He had never complained the lift is un-operable until the BBB letter. 
  

  
  

  As so many times that he called us, we firmly believed he has less knowledge of installation of a lift. And he didn't hire a licensed installer to install the lift, therefore it's a user error/issue. He must hire a licensed professional installer to do the job in order to get the lift works. We're the manufacturer of Aston Technologies Inc. We do not provide installation as well as on site tech support. 

  
  

  Of course the lift is un-operable and the setup is incomplete. ***************************** doesn't explain how the lift is un-operable? Need more specific in "un-operable". Buyers must hire a licensed installer to complete the installations.  
  

• Initial Complaint

  11/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So I bought a tire and balancer combo from this company they offered free delivery I got tire machine balancer was late I got a tracking number finally got a call said it would arrive on a Thursday I went rented a fork lift and paid for a driver no delivery I lost 375.00 the they called said it would be the next day no delivery now they want me to drive 3 hours one way to pick it up I have ask for 300.00 of my money back just to cover my fuel it's a 6 hour round trip to pick up my free shiped item I bought now the company is just ignoring my calls and emails

  Business response

  11/17/2022

  ---------- Forwarded message ---------
  From: Support at Aston <[email protected]>
  Date: Wed, Nov 16, 2022 at 7:44 PM
  Subject: Complaint ID ********
  To: <[email protected]>
  
  Hello Dispute Resolution Team,
  
  See the shipping policy below. The Buyer is always responsible for unloading the product from the truck. The shipping carrier refused to deliver to him due to the buyer was threatening them. The carrier told us over the phone and also sent us an email. See attached
  
  All items are shipped by freight shipping ONLY within the lower 48 states.
  Free Shipping to a commercial address only
  Residential Delivery, Farmland, Construction Site, and Lift Gate Service will be charged extra by the shipping carrier.
  Please include the business name, contact name & phone number upon checkout so that we can process your order. We cannot ship your order until we receive this info.
  THE BUYER IS ALWAYS RESPONSIBLE FOR UNLOADING THE PRODUCT FROM THE TRUCK. 
  A forklift or something similar is required from the customer for unloading the product.
  Loading Dock or Lift Gate may be required. 
  The buyer is also responsible for any re-delivery charges and storage charges. 
  Buyers should inspect all items upon delivery for any concealed and non-concealed damages that may have occurred during transit, any damages or shortages MUST be noted on the Bill of Lading or Delivery Receipt at the time of delivery. Buyer satisfaction is assumed if no damages are noted on the delivery receipt. 
  If the items are picked up at a trucking terminal, the terminal staff will be able to load the items on your trailer or truck. If you would like to locate a terminal in your area, or if you would like a shipping quote, please call or email us for more information.
  20% restocking fee if you cancel the order after we ship out the item*
  
  

  
  

  Customer response

  11/17/2022

  
   Complaint: ********
  
  I am rejecting this response because:
  I never threaten a driver never spoke to a driver they did not show up for me to threaten a driver and if I did on the phone can I hear a copy of that call the real reason they didn't want to deliver my package was it was to far away that's what the dispatch told me on the phone they are making up a excuse to not have to drive to my location as far as the forklift that is the basis of my complaint I rented one on the day they scheduled delivery and they did not show it cost me 375.00 for there incompetence I'm asking for 300.00 in return I have hired a attorney he sent them a letter of intent to sew for my lost time and money plus the cost of his fees so I want 300.00 for my fuel to go pick up my free shipping purchase or we can litigate this in ********* courtroom and I will move forward on this if I don't receive a refund in 10 business days 
  
  Regards,
  
  *********************
  

• Initial Complaint

  08/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear *********************************** or Representative: I would like to lodge a formal complaint against Aston Technologies, Inc. On 1/30/2021, I paid $2,649.00 USD for ********* tire machine. I started to have a problem with tire machine on 06/01/2022. I immediately contacted ****** at Aston Technologies to let him know that I had Issues with their product. There were two times the machine has been down, this first time there was no lock tight on any off the bolts then the bolts loosened up and the machine fell apart broke and bent things up. We had to put parts in press to straighten components up because they did no send us all the parts we needed. Here are the all the times I tried to contact them:06/01/2022 11:25am talked to ****** 06/02/2022 2:16pm no answer 06/08/2022 12:24pm no answer 07/07/2022 no answer 07/28/2022 Aston support 08/01/2022 2:42pm no answer 08/04/2022 no answer 08/16/2022 1:34pm no answer I called numerus times. When I could get a hold of someone, I told them the parts we needed which were:1-the bracket to holds ram 2-the ram 3-braket arms 4-c clips They requested pictures, I sent them an email with the pictures. Once they knew my number, they would no longer pick up the phone or call me, so, I had a friend post on their **** **** page asking them to contact me. My friend posted pictures of the broken parts, and the post only stayed up a few minutes, and they deleted it. The post did get them to call me back. I will include all emails sent to support. All the parts can be seen in pictures. They sent one part which was the ram. I had to keep calling them to try and find out where the parts were then I find out they come from China about six weeks to get. Their products are manufactured in China, but designed in the US.I have not received a satisfactory response. At this juncture, due to the time and effort, I have expended and lost money from the machine being down multiple times. invoice Number ******* Description ********* 

  Business response

  09/21/2022

  ---------- Forwarded message ---------
  From: Support at Aston <[email protected]>
  Date: Sun, Sep 18, 2022 at 3:08 PM
  Subject: Complaint ID# ********
  To: <[email protected]>

  
  

  Hello Dispute Resolution Team,

  
  

  Regarding this customer complaint, after our manufacturer evaluation, we firmly believe the customer broke it due to misuse. The reasons as follow:

  
  

  1. The first time the customer broke a long metal cylinder and we replaced it for free on July 8th. See attached copy of the email. Even if we believed the customer broke it due to misuse, and the misuse to cause the damages or defective parts etc. are not under the warranty. However we were still trying to help out our customer. We firmly believed it was a misuse because the metal cylinder was underneath the tire changer turntable. If the customer was just using the machine for changing tires, there was nothing that he needed to do under the turntable. See attached picture# ******* to show what a new machine looks like.

  
  

  2. On July 28th he sent us pictures that he broke another big metal piece under the turntable. See attached pictures. After our manufacturer evaluation, we firmly believe the customer broke it due to misuse. Same reasons as stated above. The customer completely removed the turntable without our permission. This is not under the warranty due to the customer disassembling the machine but also it is not covered by the warranty due to the reasons we stated above. See attached picture *******-1, *******02, *******-3. Please also see attached picture *******, this picture shows what a new machine looks like.

  
  

  3. See attached the copies of the email, within 30 days, the customer broke two big medal parts. The big metal pieces are very strong and they can not be broken if the customer just changes a tire. The customer definitely did something with a heavy duty tool and that is a reason to break the big metal pieces. This is absolutely a misuse and he disassembled the machine without our permission. The picture# *******-1 shows the customer did assemble the machine. 

  
  

  4. Conclusion: The customer would either pay to get the parts to repair it or buy another machine. See attached the copy of the email.

  
  

  Please let us know if you have any further questions,  

  
  

  Thank you.

  Customer response

  09/28/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: 

  In their response, they are falsely claiming that the machine was "misused" with no detail on what that means. The machine was only used to change passenger and light truck tires. They vaguely claim the "strong components" were broken. The reason their large component failed was because, the c-clips that hold the shaft onto the air ram had failed and as a result while the turn table was in motion the shaft that holds the air cylinder failed and bent two brackets. 

  At this time we contacted Aston and they said they cannot service the machine and only warranty parts for one year. They asked us to provide pictures of the failed components. We then sent these pictures to Aston. They sent incorrect parts to remedy the situation but had failed to send the correct parts. When speaking with our sales rep, he said the correct parts were not available. We then asked to speak to upper management and left multiple messages.

  Aston failed to respond back. Aston claims they did not give us authorization to take the machine apart. This is a false claim because as stated above they instructed us to take pictures of the failed component which were not visible without some disassembly. It should also be stated that Aston has no service available in our area. 

  This is our company's only tire service machine, with the company's management deciding not to respond to our messages and giving no timetable on when the correct parts would be available we had to straighten the bent brackets to continue to provide service to our customers and stay in business. After two months another component failed and we contacted Aston. They responded by stating we are "misusing" the machine and that we must purchase the new components which amounted to over $500 and a lead time of 4 weeks to receive it.

  Before the purchase of the machine our salesman stated that all parts for the machine were in stock just incase something does fail. This proved to be untrue.

  Regards,

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

  Business response

  10/12/2022

  ---------- Forwarded message ---------
  From: Support at Aston <[email protected]>
  Date: Tue, Oct 11, 2022 at 7:35 PM
  Subject: Complaint ID# ********
  To: <[email protected]>
  

  
  

  Hello,

  
  

  There was no need to use those metal pieces under the turntable to change tires.  How could a metal piece bent and broken off if changing a tire on the top of the turntable?   Can you imagine how the stronger metal parts would break? How could the metal cylinder and those metal parts be bent and broken off within one month? We sent him a replacement cylinder on July 8th. He sent us pictures on July 28th for another two bent and broken off metal parts. We firmly believe the customer broke it due to misuse. Why was the whole turntable removed? We have sent pictures of what the customer did to the machine and what a new machine looks like. Our decision as follow. Thank you.

  
  

  The part cost $476 including international express shipping plus a $97 shipping and handling charge. The total would be $551. It will take around 15 days to receive it. Since this is the second time that a big metal piece under the turntable broke, we firmly believe the customer broke it due to misuse. How could a metal piece bent and broken off if changing a tire on the top of the turntable? Therefore, it is not under warranty. This was judged by our manufacturer and this is the final decision. Regarding a resolution to get your machine repaired. You would either pay to get the parts to repair it or buy another machine.

  
  

• Initial Complaint

  08/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  07/18/22 I purchased a Mid Rise Scissor lift 8000lb 47" Electric Lock Release 220v ********** for $3599.00 from Aston Technologies. Order# *****. 07/25/22 The lift arrived in two separate wooden crates. Neither crate was damaged when delivered. The power panel for the lift however had a large, deep dent in the side of the cabinet that was noticed when unpacking the panel. 07/26/22 Contacted Aston customer service. Was told damage was not their problem. 07/27/22 Provided them with pics of the undamaged crate and the damaged unit that was inside of the crate. No Reply 07/30/22 Sent another email asking for an update on replacing the unit for us. No Reply. Also called customer service again. No resolution. 08/01/22 Sent another email explaining issue again and that I was going to file a complaint with credit card company if they did not resolve this issue. Told they would get back to me later that afternoon. Again no reply from them as promised. 08/03/22 Filed a dispute with credit card company. No reply from merchant. 08/04/22 Merchant finally said they would accept return of the item however they expected me to pay the shipping on their damaged item. Told them I would not pay to return something that came damaged and would be awaiting a paid shipping label from them. No reply again from them. 08/05/22 Merchant responds with an offer to refund $200.00 if I would just keep the damaged item. Again I explained to them that I wanted the item replaced. No reply again. Merchant will not return phone calls or emails at this point.

  Business response

  09/02/2022

  ---------- Forwarded message ---------
  From: Support at Aston <[email protected]>
  Date: Thu, Sep 1, 2022 at 4:32 PM
  Subject: Complaint ID: ********
  To: <[email protected]>
  

  
  Hello,

  
  

  It was a misunderstanding we believed. We were trying to help out the customer. The control unit concealed damage as the customer complained, so that is a shipping damage. According to the shipping carrier's policy, a concealed damage claim must be filed within 5 days. And it will take a minimum of 60 days to complete the claim process, so we thought that offering the customer a discount instead of waiting for the claim as only a dent on the control unit and the dent doesn't affect using it. So that was an option. But the customer preferred a replacement, then we paid for the shipping to pick up the old one and have already sent him a new replacement control unit. We spoke to the buyer ******************************* today, he has received the replacement and he is happy right now and he said he would have his wife send BBB a letter to close the case. Don't know when they filed this complaint. It takes time to process the repaid pickup and ship a replacement. 

  
  

   Thank you.

  Customer response

  09/02/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  The merchant continually refused to respond to our emails and telephone calls until we were finally driven to dispute the charges due to damage and file the complaint with the BBB.

  As stated in the merchants response we have received the replacement as we requested. It is a shame that it took getting **** ** ******* and the BBB involved to get them to do the right thing.

  
  Regards,
  
  *********************************

• Initial Complaint

  06/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a 3 D Fully Automatic Wheel Alignment System with dual screen in August 2021. We paid $8,079.00 for this machine. We were told when we purchased this system there was tech support in our area to help us if we needed it. Well, that's not the case at all. We have had nothing but problems with it since day one.We have called customer service several times and spoke to Jeff. He is the rudest most unprofessional support we have ever dealt with. We did what he ask us to do send videos of what the machine was doing. We did just that. He then tried to tell us we had the cameras up side down & in fact we did not have the cameras upside down. We ask for service to come out and help us with the issue we were having & was told NO!!!! " They don't do that" is what we were told. Of course they have our money now so they don't care!!!!. After several attempts at getting this issue fixed we do not know where to turn. Every time you call you get a recording & are lucky if you even get a call back. So fast forward to today. I called and left a message. I did get a call back & my husband got on the phone to speak to Jeff & I actually heard Jeff yelling at my husband when my husband expressed his frustration with no help and customer support. I took over the phone conversation & explained to Jeff that we needed to rectify this problem, him yelling at my husband was not solving the issue. Jeff then told me he emailed a video to us that showed us how to do the set up. We never received an email of this & we have had the alignment machine since August & it works when it wants to, it was not an issue we created. After I told him this he started getting loud & nasty with me. He told us we didn't know what we were doing & it's our fault the alignment machine was not working. I then proceeded to tell him how unprofessional & not helping us he was being & I was going to make a complaint. I was then told " If that's the case I will not provide any tech support & hung up on me.

  Business response

  07/14/2022

  July 13th. 2022 
  To whom it may concern, 
  At Aston Technologies we make it clear to every customer before purchase that we provide technical  support online through phone and email to provide videos on troubleshooting any occurring problem. We  state that we do not offer on-site technical support and we always clarify that our warranty is a parts  warranty. We do not provide the labor for any repairs. However, we provide email, phone and video support  that easily fix all the issues. Our support system saves customers’ time and labor costs for repairs. Our  Shipping, Return, Warranty policies are clearly stated on our website. 
  We sold ****** ********** our alignment machine and responded promptly when they had problems trying  to operate the machine. We understand machines can have parts that wear down or break. With our parts  warranty, we have sent multiple lightboards and system update files to resolve each issue. There was a user  error on their part of the lightboard being installed incorrectly. We used the videos they sent us to our  manufacturer, and they indeed verified the camera was installed upside down. 
  We understand there can be frustration when a machine is not working but we provided support and  responded timely. We are always cordial and professional as customer service is key to having good  business. Regarding the verbal dialogue back and forth. The owners of ****** ********** have racial  discrimination tendency and they used profanity and let their frustration get to the best of them saying  derogative comments about the company and support that was provided that led to the verbal altercation. In  fact, when we returned the second call and he said it had been fixed. But he called us a few days later, all of sudden he became rudeness and unreasonable. We had no idea why he became like that as we returned  all his calls timely, and we had communicated with his technician and provided support via emails and  videos. We thought the issue had been fixed because he said it had been fixed. 
  Although we provided support timely on our end on each issue, and we had fixed the issue and we had sent extra parts for free as they requested. But they still threatened us with bad reviews. In no situation ever that  we would deny support for our customers. Now their attempt at defamation of our company is their sole  purpose due to their behavior causing this situation. 
  Sincerely, 
  Customer Service Team 
  Aston Technologies Inc. 
  
  

  Customer response

  07/14/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
   I am rejecting this response because: It was made very clear to me when I was considering the purchase of the alignment machine, there in fact was a service to our area that could come to our shop and help us with issues. As stated before this was a huge concern of mine and I was assured several times I could get in person help. That in fact is now not the case at all. Under no circumstance did any one at ****** ********** verify we installed the camera upside down.  The cameras were not upside down. In fact the issue was their faulty light boards. They did replace several light boards and only one of them worked properly. We also never received any updates like they stated in this response. We also never stated the issue was fixed, it has never been fixed. As far as the racial discrimination they speak of this is actually another false accusation. We can not see who we are speaking to over the phone!!!!  We do not discriminate at this establishment. We in fact have bi racial family members. This is a very hurtful statement for Aston to make. They were never willing to take responsibility for any issues we were having with the machine, always blaming us for "user error "or " incorrect installation" when in fact it was their faulty parts.  There in fact was a verbal altercation between us.  I was actually the one cussed at by the manager at Aston when I voiced my frustration & my wife placed a review on their ****** page. I am attaching a fake review that was left on ****** ********** page by Aston which is not our customer at all. Attached also is an email we received in response to a phone conversation after we ask them to send us another light board "after our review is removed" & another email boasting about how many times their fake review on our page has been viewed. This is showing actually how this company presents themselves. This response letter from Aston is a complete false statement and unacceptable. 
  
  Regards,
  
  ***************************
  

  Business response

  08/04/2022

  ---------- Forwarded message ---------
  From: Support at Aston  <[email protected]>
  Date: Wed, Aug 3, 2022 at 7:55 PM
  Subject: ID ********
  To:  <[email protected]>, Support at Aston  <[email protected]>
  

  
  
  

  Hello,

  
  

  Respond to the case below.

  
  

  All of our customers are made aware that we only provide technical support through phone, email, and video troubleshooting. Our manufacturer reviewed the alignment videos that ****** ********** provided us when trying to assist and resolve the issue. Our manufacturer stated that the cameras were installed incorrectly. 

  
  

  As a company with products that require technical support when a problem arises. We responded to every ticket from ****** ********** during the process of resolving the issue. ******* the owner from ****** ********** did state the issue was fixed over the phone when our service rep returned his call. Few days later they came back with another issue. Verbal altercation did get out of hand from both parties as ****** ********** also instigated the reaction. They can state that they didn't receive proper assistance or that they do not discriminate to protect themselves. However, in fact ******* was so rude and said "F..k" to our service rep. ********* wife ******** did promise to remove the first negative review after fixing the issue, but after their worker replied via email said the issue has been fixed and then ******** didn't answer the calls and didn't return the calls and didn't want to remove the first negative review instead of asking for the second free part, which is they don't need it now as the issue had been fixed. We sent them another free part but they removed the first negative review and left the second negative review.  In the end, we provided support service on our end, and when they got impatient with our support system they just wanted to make sure they slander Aston Technologies with negative reviews.

  
  

  The actions of the manager "boasting" review is due to ****** **********'s aggressive demeanor when talking to Aston Technologies manager. In fact, ******* and ********, the owners of ***** Automotive, are both lying and rude. We have never had a major problem or return on our alignment system. 

  
  

  
  

  Best Regards

  Aston Support Team

  Aston Technologies Inc.

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