ComplaintsforAcuRite Weather Environment Systems

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 11th of 2024, I notified AcuRite about constant communication and connectivity issues related to my weather station (Atlas 7-1 weather station model #:01001MCB). The unit was originally purchased on Feb 17th of 2023. I indicated the issues had gone on for several months. I gave them copies of lost data showing communications, email notification from AcuRite showing loss of communications, etc. AcuRite proceeded to direct me to provide them with the current firmware of the unit, requested images of the unit when communication as lost again, etc. I gave them all the information I could and had to wait until the unit lost communication again to give them the rest. They never mentioned or attempted to deny warranty through no less than 6 email responses between May 11th and May 20th. I even showed them I purchased the remote battery pack on Dec 10th of 2023 (within the warranty period) because we had to reset the unit so often and that requires removing power to the unit. Today, the unit lost signal again, and I gave them the screen shot showing a blank display with no data. And now they are refusing to assist or replace the unit because they said it is out of warranty. If the 1 year warranty was a determining factory than why would they have "attempted" to resolve the issue in the first place? I gave them the device ID number in my first email which would have told them everything they needed to deny a warranty claim. They did not.The unit is damaged and does not meeting manufacturers guarantee.Manufacturer is not warrantying their product.Manufacturer has falsely led their consumer through deceitful customer service communications.Copies of email correspondence attached.

  Business response

  08/07/2024

  Hello ******,
  
  Thank you for reaching out. I was able to locate your ticket #****** and review the email communications. We will be providing warranty coverage for your product. Please keep an eye on your email as the agent will be reaching out shortly. 
  
  Thank you,
  *******
  AcuRite Support Manager

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 06/19/24 at 9:09 pm I ordered a weather station from Accurite and it gave different ways of shipping . I chose overnight same as next day at the cost of $37.65 and it did not come on 06/20/24 instead I got an email stating it would be here on 06/21/24 which is not overnight or next day. I had someone on 06/20/24 who was going to help me set it up because I'm 81 years old and I just can't do it. Had I known it would not have arrived until the 21st I would not have had it shipped overnight at the expense of $37.65. I have asked them to refund me the overnight fee and they refused three different times through Email. If possible could you help me with this problem

  Business response

  07/08/2024

  Hello,
  
  My name is ******* and I am the Manager of the AcuRite Support Team. I can see we issued a refund for the shipping on this order. The confirmation email is shown below. 

  Selene
  

  Jun 26 7:21 am
  To:
  ***********************
  Show more
  Dear ****?,
   
  A refund of $150.49 has been issued to the card used in the transaction and may take 5-7 business days to process through the financial institution of the card. You will also receive a separate email providing details.
   
  Please contact us with any questions.
   
  Have a good day,
  Selene
  AcuRite Customer Support
  www.AcuRite.com
  
  
  Thank you, 
  *******
  
  

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have a model #*****M which is the display to the weather station. The problem is that the display loses connection to the internet. This is the second unit which has the same issues as the first. I've done everything that customer support told me to do yet nothing has really changed, it still loses connection periodically. This last time ended with you can send us your warranty information and we'll send you another unit or if out of warranty you can buy one.There is something defective either a software issue or a hardware issue with these units. I shouldn't have to buy another.

• Initial Complaint

  06/29/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I bought an Acurite Atlas weather station and its transmitter doesn't work. After several attempts by Acurite and myself to correct the transmitter trouble over the course of several weeks in the Atlas unit it was deemed defective. When I asked to return and get a refund, I was told I need the exact shipping boxes to send the bad Atlas unit back or no refund. I explain the boxes were discarded but I will securely and safely package the box for return. The support team said without the original boxes no refund will be issued. The Acurite support trouble ticket number is: ******

  Business response

  06/30/2023

  Hello ****,
  
  I was able to locate your ticket and can see a refund was requested for your order. We do not ask you to send it back if we are not able to restock the product. A refund has been issued to the card used to place order 1000640933. Total Refunded $304.69. We apologize for any inconvenience this has caused you. I have also taken over your ticket, please respond to us through that avenue if you have any other questions.
  
  Thank you, 
  *******
  AcuRite Support Team

• Initial Complaint

  11/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  REQUESTING FREE PRODUCT REPLACEMENT

  Business response

  11/21/2022

  The following message was sent on the FIRST complaint you opened. Please close this complaint and respond on the existing chain. Thank you. 

   

   

  Hello ******,
  
  Thank you for reaching out. I can see you contacted the AcuRite Support Team directly regarding this issue. We do not offer a repair service at this time. I can see the damage on the clock. This clock would need to be replaced. Can you provide more information on the issue? How did this happen? When and where was this clock purchased? 
  
  Thank you, 
  *******
  AcuRite Support Team

• Initial Complaint

  11/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  REQUESTING A SHIPPING LABEL SO THAT I COULD SEND IN MY DEVICE FOR REPAIRS

  Business response

  11/21/2022

  Hello ******,
  
  Thank you for reaching out. I can see you contacted the AcuRite Support Team directly regarding this issue. We do not offer a repair service at this time. I can see the damage on the clock. This clock would need to be replaced. Can you provide more information on the issue? How did this happen? When and where was this clock purchased? 
  
  Thank you, 
  *******
  AcuRite Support Team

• Initial Complaint

  10/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have an Atlas weather station where the monitor has become frozen on the initial startup screen. Consequently Im unable to key in any information and perform any fixes per the companies online help suggestions. There seems to be no way to contact service other than by online, which I have x4 with no response. Company phone numbers, when called, direct you to return to online. Frustrated with the situation of being unable to get help.

  Business response

  10/21/2022

  Hello ******,
  
  I apologize for any inconvenience you have experienced with your weather station and reaching support. I can see I, myself emailed you this morning 10/21/2022 at 10:10 AM CST regarding the Atlas display you have. Please see the email below: 
  
  
  *******
  
  
  Today 10:10 am
  To:
  *****************************
  Show more
  Hello ******,
  
  Thank you for contacting AcuRite. We recommend leaving the display unplugged for about 5 minutes and replugging the display in.
  
  If the product has been previously registered with us or you are able to provide a copy of the purchase receipt verifying the purchase date is within the one year warranty period; it would be covered under our warranty policy. To receive warranty coverage for the product, please follow the steps below.
  
  1.) Reply to this email with your full name, shipping address, and phone number. (For locations in ******, please provide a physical location.)
  
  2.) If not previously registered, provide a copy of the proof of purchase dated within the last year by attaching to this email.
  
  3.) Locate a small white sticker on the back of the battery door and provide the 4 digits on it. The sticker may also be inside the battery compartment. (If your unit is the AcuRite Access then the 4 digit code is on the outside of the battery compartment cover. If your unit is an HD display, the 4 digit code is located on the back or bottom of the display unit.)
  
  4.) Please provide a picture of the display showing the issue.
   
  If you are outside the one-year warranty, we would recommend replacing the display if the issue continues. We no longer offer model ***** display. Below are links to the Atlas displays we currently offer.
   
  https://www.acurite.com/shop-all/weather-instruments/weather-sensors-and-parts/displays/acurite-atlasr-weather-station-hd-display-2-color-options.html
   
  https://www.acurite.com/shop-all/weather-instruments/weather-sensors-and-parts/displays/direct-to-wi-fi-display-made-for-acurite-atlas.html 
  
  
  
  Have a great day,
  *******
  Consumer Experience Manager
  AcuRite
  Klockit

• Initial Complaint

  06/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  i received the 5 in 1 AcuRite system for Christmas (2020). It was installed at ************************************************************** worked well. Then about 3 weeks ago it was moved to *****************************************************************. The outside system and inside monitor work well; however, I cannot get the information on my iPhone AcuRite app. I have tried to contact AcuRite support staff; however, they have no person-to-person service, the email service only gives articles which lay people cannot understand, and the chat line only gets information to refer to Get Answers. Get Answers only charges for services, which they don't provide. I need information about getting the weather information on the AcuRite app dashboard and charts. Thanks

  Business response

  06/14/2022

  Hello *******,
  
  My name is ******* and I am the Manager of the AcuRite Support Team. I apologize for any frustration you have experienced with your product and reaching us for assistance. 
  
  I was able to locate your current ticket #****** in our system. I can see we are emailing you however, it does not seem you are getting our responses. I did attach the transcript below my signature. 
  
  The email the ticket is connected to is ********************** I would be happy to start a new ticket with you to further assist you if you would like. 
  
  Thank you,
  
  *******
  Consumer Experience Manager
  www.AcuRite.com
  
  #****** Re: Access
  Submitted
  June 7, 2022, 1:48 PM 
  Requester
  *************************** St <*********************>
  DID
  24:C8:6E:0D:6A:B9 
  Date Code
  3820 
  Place of Purchase
  Amazon 
  Model Number
  09155M 
  MAR Email
  ********************* 
  

  ***************************
  June 7, 2022, 1:48 PM
  *******************************
  
  May 31 04:10 pm
  To Primex Family of Companies Support ?I need to get my data on my cellular phone which it had been before my move.  I have tried to find through all the trash on AcuRite web/internet which doesnt solve the problem
  Selene: June 7, 2022, 2:30 PM
  Dear *******?,
   
  Thank you for contacting AcuRite, I am happy to assist!
   
  I have reviewed your request and found that the following article linked below may be helpful. Please follow the suggestions and let me know if you are in need of any further assistance.
   
  Sensor(s) Offline on My AcuRite Dashboard
   
  What color is the light on the front of the Access? Solid or flashing?
   
  Thank you,
  Selene
  AcuRite Customer Support
  ******************************

  
  *************************** St June 10, 2022, 5:55 PM
  Have not heard from you.  Its not in junk mail
  
  
  *************************** St June 10, 2022, 6:05 PM
  The articles do NOT answer my questions.  Do you have any one who can help me?  Your customer service NEEDS to work with humans. Thanks 
  
  
  Selene  June 13, 2022, 10:34 AM
  Hello,
   
  Please see the article sent and provide the requested information.
   
  Dear *******?,
   
  Thank you for contacting AcuRite, I am happy to assist!
   
  I have reviewed your request and found that the following article linked below may be helpful. Please follow the suggestions and let me know if you are in need of any further assistance.
   
  Sensor Stays Offline After Replacing Batteries
   
  What color is the light on the front of the Access? Solid or flashing?
   
  Thank you,
  Selene
  AcuRite Customer Support
  ******************************
  **Please note, the Primex Family of Companies will be closed from Monday, July 4 through Friday, July 8, 2022 to allow our employees time with their families to live our work/life balance core value.
  Normal business hours will resume on Monday, July 11, 2022. Thank you for your understanding.

  
  

• Initial Complaint

  03/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Last December I saw an add on ******** for AcuRite weather stations and I ordered one. As as soon as I installed it I noticed that the weed speed wasnt working. I received a follow up email from AcuRite and there was a spot for comments. I reported my wind speed problem and NEVER heard anything back. A few days ago the outside portion of my weather station quit working. This morning I tried calling AcuRite and a voice said I had to use chat. I told the chat person I wanted a refund or a new weather station. The chat person said she would connect me with someone to help. Then a screen popped up saying I had to pay $1 for help and it would be refunded later. I paid the $1 and then a screen popped up saying I would be talking to a LAWYER! I dont want to talk to a lawyer! I want a refund or a new weather station. My order number is **********. It was shipped on December 13, 2021. Thank you!Sincerely yours, *******************

  Business response

  03/15/2022

  Hello Mr. ******************************** am sorry to hear about your experience with the AcuRite Weather Station.  From your description of trying to reach support, I do not believe that you contacted AcuRite as we do not charge for chat, phone calls, or email responses.  Furthermore, I did check our system and do not see any record of contact coming from this contact information. 
  
  I do believe that the email the BBB provided is incorrect as it looks like "icloud" is spelled incorrectly.  I am not sure that the customer will receive this response. 

   

  With that being said, we will reach out to you and get you back and working through our correct support system. 

   

  Thank you,

*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. ↩