Complaints

• Initial Complaint

  26/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased the Sun-Mar Excel electric unit (serial #**************) on Tuesday, April 18, 2023. The unit was bought at **** ***** for $2138.68. However, as directed, all warranty issues are through Sun-Mar directly. We reached out to Donna (*** ****) on 12/11/2023 regarding a crack in the top cover of the unit and it was spreading rapidly. The case went to Noni (*** ****) as we reached out again regarding a crack in the main handle swivel on 1/5/2024. Parts were sent for us to replace. However, the incorrect top cover was sent (non-electric version). They followed up with a plastic patch piece to cover the hole. The fan stopped working on 1/7/2024. We contacted Noni on 2/8/2024. They shipped a new fan for us to replace and reassemble. On 3/3/2024, upon performing the regular operating procedure (turning the drum) the entire Bio-drum collapsed thus damaging the finishing draw, drum locker, humus deflect, and drum bearing plate, which has rendered the unit completely unusable. We spoke with Noni on 3/22/2024 and we were informed that this is all our fault. They resolve that we must have: “stood on the drum or applied brut force.” This is impossible as the entire inner unit is enclosed by the cover. **** *** ******* ** *** ******** *** ********** We attempted to explain that the drum bearing plate is plastic, brittle, and cracking in our hands, but they refused to admit manufacturing default. Even if we send the piece at our shipping cost they will not change the outcome. We are seeking a total unit replacement or a full refund of this ***** unit. **** ****** ***** **** ***** *** *** ** ***** ****** ** ** ***** ** ********* ** *** ************ *** **** ****** **** **** ** ***** *** *********** ********** *** *** * ****** ** * ****** ** ** ** **** * ********* ****** *** * ********* ***** *** **** ***** *** **** ************** **** ** *** **** **** ** ******

  Business response

  25/04/2024

  Dear BBB,
  
  Thank you for notifying Sun-Mar Corporation [“Sun-Mar”} regarding complaint ID ********, which we were first advised of on April 25, 2024.  In regards to the complaint, our customer service department determination **** **** ** ***** ** ******** ********** is that the damage reported for this unit was not consistent with a manufacturing defect, but from some other source.  Notwithstanding such determination, we have since March 22, 2024 when requested by the customer, provided, solely as a goodwill gesture, a number of parts to allow for repairs to the unit.  Note also that notwithstanding our determination these parts were provided at no part cost since we did want to allow for a working unit.  In addition, since the original request date, Sun-Mar did provide them with all of the parts required to repair the unit.  As such from the perspective of the company the matter has been addressed.
  
  Please feel free to contact me should you have any further questions.

  Customer response

  25/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  Sun-Mar claims that we requested replacement parts, which they sent. We never requested replacement parts. Our request was for a new unit. The one we have is a defective unit *******--six different parts have been defective on this unit. They claim, based on 40 years of experience, that the damage was caused by us and not defective parts despite the clear pictures that we sent them. They refuse to change their position even if we sent them, at our own cost, the part that holds the tank in place, which is cracking and disintegrating. **** *** ******** ** ** ****** ***** ** * ********** ** **********  We reject their claims. We are now requesting a full refund.

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

  Business response

  01/05/2024

  Dear BBB,
  
  Thank you for notifying Sun-Mar Corporation [“Sun-Mar”} regarding complaint ID ********, which we were first advised of on April 25, 2024.  In regards to the complaint, our customer service department determination **** **** ** ***** ** ******** ********** is that the damage reported for this unit was not consistent with a manufacturing defect, but from some other source.  Notwithstanding such determination, we have since December 2023 when requested by the customer, provided, solely as a goodwill gesture, a number of parts to allow for repairs to the unit.  Note also that notwithstanding our determination these parts were provided at no part cost since we did want to allow for a working unit.  In addition, since the original request date, Sun-Mar did provide them with all of the parts required to repair the unit.  As such, from the perspective of the company the matter has been addressed and the ticket closed. 

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