Avitech Exotic Birds LLC

Initial Business Response / [redacted] (1000, 5, 2016/02/22) */ Hi [redacted] Regarding this case, we sent a replacement controller for her Aviquarium brooder top the same day that we heard from the customer who told us that she was having trouble with her brooder holding temperatureWe did not ask for her to return the original faulty controllerThe customer states that the replacement controller is not working eitherWe asked the customer to return the entire brooder including both controllers and the brooder top itself before we would replace the entire $unitThe customer refused to send anything back and just wants me to send a replacement $Aviquarium without having received the original unit in returnAs with most companies we must have the entire unit back in order to determine if it is faultyAlso unfortunately we cannot accept that the entire unit is not working just on say soThis prevents dishonest customers from receiving multiple units just for the price of the original unit which has happened upon occasion in the past and escalated once customers told other customers that Avitech will replace your unit for free, all you need to do is call, say it doesn't work and you will receive a second unit for free When the customer returns the Aviquarium we will test it, determine whether the unit is faulty and replace whatever needs replacing [redacted] Avitech Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/02/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) My husband attempted to explain what the problem was, only to be dismissedThe issue is not the the Zillo controller, the issue is the heating element that will work fine for a while and then malfunctionYou can test it for a couple hours and it is fine, a couple days, not so fineI just want the unit replaced since it has not functioned properly and has been used less than weeks! I do not like being called dishonest as soon as I have a problem with an item that does not work! I do have a problem with a company that will not answer their phone, only leave a message and calls their customers crooks! As she stated, there is no incentive to replace my defective unit because they have my money! I have spent $on something that doesn't work, I don't see any reason to spend more money on a defective unit! They state that they do not want the brooder top returned for health safety reasonsIt says no where that they only warranty the controllerThe controller works, the brooder top does notThat is the part that needs to be replaced Final Business Response / [redacted] (4000, 10, 2016/03/01) */ We never received the brooder top so that we could find out what the problem isOn 3/1/we refunded the customer their entire purchase amount of $ Final Consumer Response / [redacted] (2000, 12, 2016/03/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept the refund although it was not what I wantedAll I requested was the unit be replaced with a working unit since it only functioned for weeksIt is a shame that this company doe not back their products

Initial Business Response /* (1000, 5, 2016/02/22) */
Hi [redacted]
Regarding this case, we sent a replacement controller for her Aviquarium brooder top the same day that we heard from the customer who told us that she was having trouble with her brooder holding temperature. We did not ask for her to...

return the original faulty controller. The customer states that the replacement controller is not working either. We asked the customer to return the entire brooder including both controllers and the brooder top itself before we would replace the entire $150 unit. The customer refused to send anything back and just wants me to send a replacement $150 Aviquarium without having received the original unit in return. As with most companies we must have the entire unit back in order to determine if it is faulty. Also unfortunately we cannot accept that the entire unit is not working just on say so. This prevents dishonest customers from receiving multiple units just for the price of the original unit which has happened upon occasion in the past and escalated once customers told other customers that Avitech will replace your unit for free, all you need to do is call, say it doesn't work and you will receive a second unit for free.
When the customer returns the Aviquarium we will test it, determine whether the unit is faulty and replace whatever needs replacing.
[redacted]
Avitech
Initial Consumer Rebuttal /* (3000, 8, 2016/02/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My husband attempted to explain what the problem was, only to be dismissed. The issue is not the the Zillo controller, the issue is the heating element that will work fine for a while and then malfunction. You can test it for a couple hours and it is fine, a couple days, not so fine. I just want the unit replaced since it has not functioned properly and has been used less than 2 weeks! I do not like being called dishonest as soon as I have a problem with an item that does not work! I do have a problem with a company that will not answer their phone, only leave a message and calls their customers crooks! As she stated, there is no incentive to replace my defective unit because they have my money! I have spent $172 on something that doesn't work, I don't see any reason to spend more money on a defective unit! They state that they do not want the brooder top returned for health safety reasons. It says no where that they only warranty the controller. The controller works, the brooder top does not. That is the part that needs to be replaced.
Final Business Response /* (4000, 10, 2016/03/01) */
We never received the brooder top so that we could find out what the problem is. On 3/1/16 we refunded the customer their entire purchase amount of $172.
Final Consumer Response /* (2000, 12, 2016/03/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept the refund although it was not what I wanted. All I requested was the unit be replaced with a working unit since it only functioned for 2 weeks. It is a shame that this company doe not back their products.