Trinity Electronic Labs

I wrote a previous bad review about Trinity. I finally got through to them and they assured me thery are sending out a replacement unit in exchange for my defective one. As long as that's the case I am happy.

I have bought Apollo 11 units in the past and didn't have problems before. I have a maintenance company that specializes in vacation rental maintenance. I recently purchased an Apollo 11 from Trinity. The very first day I installed it I had an overheat fault. I called and Henri (I'm assuming he's the owner) and I came up with the problem possibly being the existing pump wasn't supplying adequate flow. I ordered and replaced the pump at an additional cost of $650 to the owner. I went to start the system and in the two week order time waiting for the pump, the glue that held the topside together gave out and the topside didn't work. I called and they said they would send me another. After waiting 8 days and no topside I called back and was told it had been sent and I should get it in a day or two. When it arrived I looked at the shipping date it was the day I made the second phone call. LIE #1. Hooked everything up got an overheat fault. I must have called 20 times, the phone was either not answered or if it weas Henri was never available. When I finally got through to Henri. He had me take pictures do this and that and finally concurred the unit was defective. He also stated the new sensors they are using reset themselves when the water cooled down in an overheat situation. He told me to take the unit out, including the topside and as soon as he received a shipping receipt, not the unit he would ship out the replacement. That day I sent the receipt and the next morning I was told by the guy that usually answers the phone he would ship it out that day. LIE#2 When I received the package from Trinity it was only the topside. Then I get a call from the guy that answers the phone asking why I sent the controller back. So the said he'll send out a unit that day. When I received the unit, it weas the same unit. So Henri LIED to me about sending out a new unit, said it had been repaired. So I hook it up and an overheat fault occurs. Now they won't answer my calls or return my messages. I had to go out and buy a different brand controller and pay for it out of my pocket, because I couldn't stick the owner with the cost, because I unlike Trinity am honest, have scruples. The new Balboa system I installed is working fine, so the problem had nothing to do with the spa or water flow.
Now I'm stuck with a piece of worthless junk that Trinity won't honor their guarantee on. I understand sometimes parts may be defective, I also went out of my way to work with Trinity to resolve the problem and they didn't honor their statements. Now not only have I lost the money because of Trinity, I lost the customer as well.

Revdex.com: At this time, I have not been contacted by Trinity Electronic Labs regarding complaint ID [redacted] I have received an unsigned email from and unknown person stating this : @page You don't want to listen to us, instead you want to tell us how you think it should be which is totally wrongPlease return it to us for a partial refundWE DO NOT SUPPORT THE USE OF OUR PRODUCTS ILLEGALLY OUTSIDE THE USI have tried to get a more detailed response, and suggest a more detailed communication but with no resultReturning the unit to the US for a partial refund is out of the question due to cost of freight and customs etc, With regard to the the illegal use outside of the US - there is no mention of this constraint anywhere on the their website or marketing information Regards, [redacted]

The customer returned a unit that he replaced the heater in and the reason it didn't work was because the heater element he replaced was done improperlyWe corrected the improper installation and returned it to himIf he was not qualified to do the repair or installation then he should have had
someone who is do it, which is why people pay electricians and spa repair people

This is what you get for trying to help people$that was charged wasn't even worth talking to them over the phone forThis person never contacted us at all after upgrading basically for free his unitThe absolute nerve of himOUTRAGEOUS!!!!!!!! He should learn how to connect and use his
controller or pay some to do it for him

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:It seems that some businesses will go to any lenght to make money. Lying to their customers and the Revdex.com appears to be one of them for Trinity Electronics
Regards,
*** ***

To whom it may concern:Regarding the complaint that was filed with you, this customer tried to get around local and national laws by purchasing our product using someone else's U.Saddress and smuggling our product into his countryWe do not sell outside of the US as our product is to be installed by a licensed electrician, observing ALL local, state and federal lawsThis customer from talking to him refused to listen to how the unit is to be installedIt became clear that he has NOT read the instructions or is not qualified to understand themThree time via email and once over the phone he was told what NOT to do and he did exactly thatHe is, as he states in his complaint convinced that he knows better than us and refuses to listenIt is also apparent that he has not had the unit installed by a qualified electrician in accordance with all local laws, so we stopped supporting him in his effortsHe destroyed the unithe tried to have it fixed by someone else, Every manufacture that I know of voids your warranty if you do such a thingWe graciously offered him a replacement of the parts he damaged at a greatly discounted priceRather than purchase a new board to replace the one he damaged and getting a Top Side controller free from us, he chose to have someone fix it for himWe offered to refund him the purchase price, rather than do that he chose to contact you asking for the verything we once offered him.Thank youHenri DTrinity Electronic Labs LLC***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: The company made no claim of faulty installation when they returned my unit, and doesn't seem willing to specify what the installation issue was I am not aware of any other way I could have installed the element, and I have in fact installed them before with no problems Furthermore, this company is in the practice of guiding people without electrician status to make installations themselves (which I can prove with recorded phone convrrsations with them), and clearly should have been able to troubleshoot any issue that may have arisen by simply asking me the method by which I accomplished the installation, which their tech support person did not do at any point when the unit was malfunctioning (either with the original element in place or the replacement element).Their response also begs the question as to why the original heating element was also installed incorrectly, as it was causing a trigger of the breaker at the same point in the unit's testing process!! I have also put up with their lame policy of having to send them a defective part before they would send me a new one (which they took several weeks to).I have recordings of every conversation I had with their tech support person, and I can prove every bit of what I'm saying with their own employee's words Furthermore, why should I have to pay an electrician $or more to correct an obvious defect in "material or workmanship" which is explicitly covered under their one-year warranty I have already spent over $out-of-pocket to send them back their defective part and product, and now they won't stand by their warranty at all I SHOULD NOT HAVE HAD TO REPLACE ANY PART AT MY OWN EXPENSE BASED ON THEIR WARRANTY COVERAGE BECAUSE THIS ALL HAPPENED WITHIN ONE YEAR OF PURCHASE!Trinity Electronic Labs has no concept of what real customer service is, and I intend to keep telling my story everywhere their products are sold until they make this right
Regards,
Alec S***

Revdex.com:
At this time, I have not been contacted by Trinity Electronic Labs regarding complaint ID [redacted]. I have received an unsigned email from and unknown person  stating this :  @page { margin: 2cm } p { margin-bottom: 0.25cm; line-height: 120% } You don't...

want to listen to us, instead you want to tell us how you think it should be which is totally wrong. Please return it to us for a partial refund. WE DO NOT SUPPORT THE USE OF OUR PRODUCTS ILLEGALLY OUTSIDE THE US. I have tried to get a more detailed response, and suggest a more detailed communication but with no result. Returning the unit to the US for a partial refund is out of the question due to cost of freight and customs etc, With regard to the the illegal use outside of the US - there is no mention of this constraint anywhere on the their website or marketing information.
Regards,
[redacted]