Ripoff Report Needs Your Help!
X  |  CLOSE
Report: #1338937

Complaint Review: Avey Incubators LLC - Hugo Nationwide

  • Submitted:
  • Updated:
  • Reported By: Danny — Medora North Dakota USA
  • Author Confirmed What's this?
  • Why?
  • Avey Incubators LLC 416 4th ave Nationwide USA

Avey Incubators LLC Percision Incubators Poor Quality Incubators with Terrible Customer Service Hugo Nationwide

*Consumer Comment: James Avey is not honest or accurate

*REBUTTAL Owner of company: This claim is inaccurate and abusive

Show customers why they should trust your business over your competitors...

Is this
Report about YOU
listed on other sites?
Those sites steal
Ripoff Report's
content.
We can get those
removed for you!
Find out more here.
How to fix
Ripoff Report
If your business is
willing to make a
commitment to
customer satisfaction
Click here now..

We bought a puppy transport incubator from this company a little over a year ago. We used it 4 times and unfortunately the it stopped working and wouldn't heat up over 24 degrees celsius. When we contacted James Avey it was before the year warranty was up, he sent us videos on other incubators instructing us to take it apart and ship back. The videos were irrelevant to the construction of this incubator and we were not able to dismantle it to return. A few months had passed as we were busy with puppies and were not aware that there was a time limit on shipping the motor back. I contacted James again and asked about returning it as we would have to ship the whole incubator back, he then informed us it was our responsibility to pay shipping as well as his service fee to fix the incubator as our warranty had ended. We offered to remove the interior motor for him (as he originally instructed), and ship that back saving us $100 in shipping and he refused to help us. Again and again this man was unhelpful and unconcerned about fixing a product he made that we purchased for over $700  and used for under a year. He continually avoided any responsibility of his product malfunctioning and suggested it was our personal damage or misuse of the cooler and its cords, when in reality the cooler is in perfect condition and has BARELY BEEN USED. VERY DISAPPOINTED in this man's business ethics and his quality of product.

If i had known we would be throwing $700 away on a fancy rubbermaid cooler with a few holes drilled into it, we would have made our own for travelling.

DO NOT BUY FROM THIS COMPANY unless you fully review their warranty and are prepared to lose your money if the incubator breaks. THEY WILL NOT HELP YOU OR TAKE RESPONSIBILITY FOR THEIR PRODUCT.

This report was posted on Ripoff Report on 11/19/2016 12:03 PM and is a permanent record located here: https://www.ripoffreport.com/reports/avey-incubators-llc/nationwide/avey-incubators-llc-percision-incubators-poor-quality-incubators-with-terrible-customer-s-1338937. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

Search for additional reports

If you would like to see more Rip-off Reports on this company/individual, search here:

Report & Rebuttal
Respond to this report!
What's this?
Also a victim?
What's this?
Repair Your Reputation!
What's this?

Updates & Rebuttals

REBUTTALS & REPLIES:
0Author
1Consumer
1Employee/Owner

#2 Consumer Comment

James Avey is not honest or accurate

AUTHOR: danny - (USA)

POSTED: Sunday, November 20, 2016

First off, I am Natasha's husband Danny - and "we" purchased from your company in July and recieved our incubator in mid August of 2015.

The address Natasha was residing at was her fathers address while he was dying of terminal cancer, she looked after him and his affairs until he died in September of 2015. Even though that is none of your business or relevant at all to your faulty product (considering people move and life changes all the time) , if you would like to have clarification on that, there it is.

Second, Natasha first contacted you on July 27 2016 in a polite email saying:

"Hi James,

My name is Natasha Lazarowich and I bought an Incubator from you almost exactly a year ago today. I went to use it this Monday as I had a c-section and there seems to be something wrong with the motor or heater? It won't warm up past 24.7 celsius which will not work for newborn puppies.
 
Please let me know the best way to get this item to you to fix or to have it replaced.
 
Thanks so much,
 
Natasha"
 
You responded:
 
"It is possible that you have the heater turned off. Not likely, but it can be done. So here's a link  to youtube that shows a 5 minute video onto how to run the incubator. https://youtu.be/kOR7ZIYhSnQ
 
Once you are satisfied that you don't have the heater turned off, there is a you tube video on how to prepare just the electronics for shipping back for service. It is much easier to show you than to tell you how to do this part. In this video I take the inside top part of the incubator out and put it back in  in about 5 minutes. So you should be able to do it as well in a short amount of time. The link to that youtube video is https://youtu.be/vllGAwwUAwc
 
Ship to 
Avey Incubator LLC
416 4th Ave.
Hugo CO 80821
 
Be sure to put your contact info (including email) inside the box."
 
Looks pretty straight forward except the fact that your customer service failed to recognize that you sent us instructions on the wrong incubator. No where in your email does it state that the product needs to be shipped back within a certain time period in order to avoid your service charges or repair csts. Also, nowhere in this email does it even state that we need to pay any service charges or repair charges.
 
We breed dogs, and since breeding is the industry you cater to, you should understand how time consuming and involved rearing animals from birth can be. When our last litter was all placed and we tried to take your incubator apart to ship it, it had been 3 months. Natasha's next email to you was pretty clear and not rude at all:
 
"Hi James,
 
Sorry for the delay as we have been busy over here with puppies and have another litter due in a few weeks. 
 
We watched your videos, but this is not the same incubator that we have from you, we have the puppy transport incubator which is essentially a cooler made into an incubator. My husband has tried to take it apart to ship back to you, but its not possible as we would have to cut the wires in order to detach it from the controller and actual heater piece.
 
We really would like to have this fixed as we spent around $700 Canadian on it and travel a lot between cities to do our c-sections. Canada gets quite cold in the winter so it is essential for us to have functional.
 
Please let me know how to get this back to you, and if we have to ship the entire incubator who would be covering the shipping costs.
 
Thanks so much.
 
Natasha"
 
You then responded:
 
"When you originally purchased the incubator the shipping cost through the postal system was $64.45. That was in July of 2015. I would assume the shipping cost each way is about the same today.  Your incubator is out of warranty so there would be a minimum cost of $65 to diagnose the incubator. Shipping charges - even under warranty - have always been the responsibility of the purchaser. 
 
Sometimes the power supply is the problem and not the incubator. Since it came with two ways to power it - a power supply to plug into your wall outlet and a cord for the car you have a way to substitute one power source for the other. If the incubator works in the car but not in the house then the power supply for the house is bad. And if it doesn't work in the car but does using the house power then there's a problem with that cord. And finally if it doesn't work either place then the incubator is the problem. It's a process of elimination. 
 
You may get lucky and not have to send back the whole incubator, maybe you need just a power supply or a cord. Also the #1 reason these get sent back for repair is because a cord gets damaged (my dog ate the cord) and someone reconnected the wires and got them backwards. When that happens the voltage regulator inside the incubator burns out and necessitates a shipment of the incubator back for service. 
 
Yes - the transport incubator must be shipped back in it's entirety. There is a light on the rectangular box that is the power supply. You could check to see if it is lit. It is either blue, red, or green depending on the when they power supplies were purchased by us. Also if you use the car adapter, there is a fuse at the end of the plug that plugs into the car. If you are using that cord and it is not working then the first thing to check is the fuse. Unscrew the tip of the plug and the fuse and a spring will pop out - don't lose the pieces that come loose.  Best to loosen it over a towel or something that can catch any parts that get dropped."
 
Natasha simply asked to clarify that we would now have to pay a shipping and service fee for the repairs when we contacted you prior to the warranty being up and you never mentioned any time limits or fee's for your work.
 
"Hi James,

There is nothing wrong with the cords it is the incubator. How long was the warranty on the incubator considering I did contact you within the first year of purchase to notify of this problem did I not?

So are you saying I need to pay the shipping and then pay you an additional $65 to diagnose a $700 incubator I have used for about a year? Which of these two pieces are responsible for the actual heating- the white bars or the black square?

Well the fan works, the controls works, the cords work and still shine blue when plugged in so it's obviously the heating bars that are burnt out. 

Would you like me to cut one of the wires to disassemble it and send you back the interior parts?

"

That doesn't look rude or abusive to me. You then continued to not help us find a solution or acknowledge that your product may be faulty:

"

"So are you saying I need to pay the shipping and then pay you an additional $65 to diagnose a $700 incubator I have used for about a year?"

Yes, you may have contacted me about your repair but you did not take any further action on your repair and now a year-and-a-half has gone by and it's a one year warranty on the repair. You state you were busy, great - you chose to be busy doing other things than protecting your rights under the warranty. 

And when you did contact me on the repair the first time it was passed the end of the warranty period, barely, but it was past the one year. 

Frankly this is a perfect example of why we have suspended exports to other countries and that's because it's a pain for everyone involved. It's obvious that you feel that this is an unfair treatment, but in fact it is very fair. What is unfair is for you to ask for special treatment above and beyond what we all agreed to when the order was placed. There is a couple of paragraphs of "terms and conditions" that are included in the sale and they define what we will and what we won't do during and after the sale. We take the extra trouble to have you check a box during the checkout process saying you accept the terms and conditions. There's a reason why we do this and the reason is so we have a reasonable and, fair to all, response when you ask an unreasonable question. 

Furthermore I am not going to advise you on fixing the product yourself beyond this point in time. I have outlined the proper course of action to get the incubator repaired - it's your choice whether you choose to do that or elect to go in another direction. "

Natasha then kindly responded:

"

OK, so to clarify, you are not interested in helping us fix your product? I am looking for a solution to making this incubator work again. We have done nothing wrong, we bought a product used it for 4 litters and it no longer works. There has been no damage to the cords, exterior, interior etc. It has been kept in great condition, clearly it is a mechanical issue within the incubator. 

Originally you sent me a video that was completely irrelevant to the product we bought. You instructed us to take it apart and ship back, so.....I am offering to send back the interior parts for you to replace or fix, would you like me to do that?"

And you simply replied:

"No. My obligations under our sale, terms and conditions, ended when the warranty period ran out. I can choose to work with the people I want to work with after that obligation ends. I just chose not to work with you."

So, I'm not sure what seems abusive or innacurate about our claim. You sold us a faulty product and we contacted you within the first year and you said you would help us. But when the time came for you to get the product fixed you weaseled your way out of it hiding behind your warranty and then refused to help us. 

I don't care who you sell your incubators too, customer service is customer service. We may not be Aqua world, but we gave you money for a product in which we thought was reliable and worth the money and it failed us and so did you. 

Would you treat Disney World like this if they were in the exct same situation? Probably not. So, would you like to refund our money or fix your product?

Respond to this report!
What's this?

#1 REBUTTAL Owner of company

This claim is inaccurate and abusive

AUTHOR: James - (USA)

POSTED: Sunday, November 20, 2016

We have been in business making incubators for exotic animals for 20 years. Most of the major zoos use our products. Disney World, Sea World, Busch Gardens, the US ARMY, many research hospitals as well. We have made thousands of incubators and strive to have satisfied customers.

 

But you can't reason with an unreasonable person.

 

There is much wrong with this report. First of all, the person making the report used a false name and location.

 

The purchaser of the incubator in question is Natasha Lazarowich, 315 Grandin Village, St. Albert Village, Alberta Canada T8N2R6.

 

Is it a violation of the terms of the ripoff registration and their terms and conditions to provide a false name and location? To be fair, since my name and location were published, the purchaser's should be as well.

 

I have attached to this rebuttal a .pdf file of the emails exchanged through the history of transaction, from the first contact and purchase all the way to the end. For anyone who cares, it stands on it's own as a rebuttal of the claims made.

 

There was initial confusion over which product she actually had because she referred to her $700 puppy incubator. Well we have a $729 puppy incubator and initially I thought that was what she was referring to. Then later I figured out that to her the $539 puppy transport incubator we offer was in fact the one she was talking about (probably $700 in Canadian dollars).

 

The incubator she actually has requires the whole incubator to be returned for service (approx $65USD) for postage each way and coincidentally $65 for an out of warranty repair. You can't just remove a portion of it without causing more damage than the value of the incubator.

 

When you purchase an incubator from us there is terms and conditions associated with the purchase. (true of all transactions whether you realize it or not). The terms are very important to a seller because they influence the price in a big way).

 

Here are the terms and conditions as specified on our website, on the checkout page (you need to check a box saying you read and accept the terms before you can have a transaction with us) and on the invoice you receive with the incubator.

 

Terms and Conditions

Incubators and brooders carry a 1 year parts and labor warranty. Shipping to and from our facility is still your responsibility but we warrant the rest. It is that simple.

Warranty and Liability are limited to repairing or replacing the necessary components. Any risk or loss of eggs or babies is the buyer’s responsibility. We cannot control how you use our products, or the viability of the eggs you place in our units.

Return Policy: Returns will be accepted for 15 days after shipping date on unused equipment returned in the original packaging. Once animals or eggs have been placed in our products they are considered used and are not resalable as new, therefore they are not refundable. Returned products must be in re-salable condition or adjustment will be made. You must call for return authorization or shipment will be refused. Shipping charges to and from our facility are your responsibility and not refundable. If a promotional, discount, or flat rate shipping charge was used in your order, the actual shipping charge will be used in calculating your refund. Please use FedEx or FedEx Ground. A restocking charge of 20% will be assessed to cover re-inspection, testing and re-packaging of the product. Packages must be insured. You need to call and notify us on the day you ship your return and be prepared to supply your tracking number in order to meet the terms of the return policy.

We reserve the right to accept or not to accept any order placed with us. If your order is not accepted you will have any monies paid refunded to you within 48 hours of our notice to you that your order is not accepted.





These terms govern how we how we handle the sale and the service after the sale. All people who choose to do business with us have accepted these terms. Without exception. Some people attempt to renegotiate these terms when they don't get what they want. And that is the case here.

What is key here is the time line.

Order placed July 24, 2015

First warranty contact July 27, 2016. Just past the year warranty limit.

I still instructed her on how to send her incubator back for repair.

Four months after that (1 year and 4 months since the warranty ran out) she contacted me again saying she had been busy. Being busy doesn't entitle you to an extension of the warrant.y

The net impact on her is the $65USD service charge. She was responsible for the shipping whether under the warranty or not.

I don't have an obligation to help them figure out what is wrong with the product from a thousand or more miles away through an exchange of emails. It's not practical and it's unlikely the customer would have the skills to replace the necessary part.

This is where she realized that she was responsible for the shipping charges. And she got mad and nasty. She clarified my remarks and twisted what I said into something I did not say.

At this point I had a customer that was not not communicating, just bullying.

The warranty was up. The customer was abusive and I informed her that my obligations under the sale and it's terms were satisfied and I had no further obligation to work with her.

Her response is to post here under an assumed name and location. Frankly, I have a large network of satisfied customers and they usually will correct an unreasonable customer straight away. I this case I get to respond personally.

Sites like this can be a source for abuse by the customer as well. I hope I have documented to everyone's satisfaction that the abuser here is Natasha Lazarowich – posing as Danny — Medora North Dakota USA.



Respond to this report!
What's this?
Featured Reports

Advertisers above have met our
strict standards for business conduct.

X
What do hackers,
questionable attorneys and
fake court orders have in common?
...Dishonest Reputation Management Investigates Reputation Repair
Free speech rights compromised

WATCH News
Segment Now