Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I am waiting to receive my refund. I did receive my item in the mail on 5/13. I am for sure expecting $583.30 refund, but believe i should get more than that. Yes, i know the companies policy on refunding the labor fee. They charged me 6.7 hours equalling $301.50 for labor. That was the estimated time it should have taken the repair technician to take completing the job from start to finish. From the time he diagnosed the problem to the moment he was done fixing it and putting it all back together. My products repair was unsuccessful and was rejected so my repair was never completed. The technician found that the laser was loose inside. I know there is no way it could have taken him any longer than 1 hour to diagnose that problem. He also said it is a recurring issue we have encountered in previous units, which should make it even faster for him to find considering he has experience with it. Ultimately, I believe I should be refunded at least 5.7 hours worth of the labor charge on top the parts charge. Thank you

  Business Response

  Date: 05/19/2025

  Dear BBB,
  I was able to verify the repair allocation and customer details based on the details provided in the
  complaint. For background, Acme Revival performs service and repairs on speciality electronics per
  our Terms of Service, agreed to by the customer at time of repair inception.

  It shows that the repair was unsuccessful and per our Terms of Service (********************************************************): IN THE EVENT ACME IS UNABLE TO REPAIR THE CHIEF COMPLAINT(S) OF THE DEVICE AFTER A GOOD FAITH AND COMMERCIALLY REASONABLE ATTEMPT AT DOING SO, ACME SHALL NOT BE ENTITLED TO RECOVER FROM YOU THE COST OF ANY PARTS OR COMPONENT PIECES ACME PURCHASED TO REPAIR THE DEVICE(S); HOWEVER, ACME SHALL NEVERTHLESS BE ENTITLED TO RECOVER FROM YOU THE VALUE OF THE LABOR PERFORMED IN CONNECTION WITH THE REPAIR.  THE VALUE OF SUCH LABOR SHALL BE DETERMINED BY MULTIPLYING THE NUMBER OF HOURS WORKED BY THE HOURLY LABOR RATE SPECIFIED IN THE SERVICE DETAIL (See Section 3).

  We will only refund the costs of parts per our Terms of Service. We notified the customer that once she received the device, she will need to send us an email which she have not completed. If she wants her refund for the parts to be processed, she will need to send us an email confirming that she received the device. 

  We attached a screenshot of our email to her, informing her to email us once she received her device.

  Certain facts and details within this dispute are not consistent with our records and we adamantly
  deny any wrongdoing in this instance.

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23347278
  
  I am rejecting this response because: i am not paying for services that were not renewed. I don't care what the terms say, that is unethical. All ***** did was open the product up and said it can't be fixed. I'm not paying 6.7 hrs of labor when no job/labor was completed. If you had any morals you would refund the labor fee. I added a screenshot of my repair on your website. The very last sentence in the blue section states, "the balance (labor) herein may have been discounted to reflect the progress made in the repair process prior to determining this outcome." Based on that sentence, anyone would believe that you do give discounted labor rates based on differing repair outcomes. Mine was immediately rejected as soon as he opened it up, so why wasn't my labor discounted considering the prompt unsuccessful outcome? You can still make it right. 
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 05/30/2025

  Dear BBB, 

  The repair timeline, the device entered to Device Being Serviced status on March 5, 2025, and after a thorough diagnostic, evaluation and repair process, the repair outcome was determined as unsuccessful on May 2, 2025.
  We want to emphasize that during this period, multiple steps were taken to assess the feasibility of a repair, including diagnostic efforts, internal evaluations, and consultation with technical leads. While it may have appeared externally that only a visual inspection was conducted, the service process involved more than just opening the unit. Unfortunately, in cases where the repair is deemed non-viable, we must still account for the technician time and resources used during the diagnostic and repair process.

  
  Regarding the wording on the repair status pagespecifically the sentence:
  The balance (labor) herein may have been discounted to reflect the progress made in the repair process prior to determining this outcome.
  this language is intended to reflect that in certain situations where partial work was completed or progress was made before a repair was halted, a labor discount may be applied. In your case, a full evaluation and attempt to repair was conducted, but due to the nature of the issue and the time required for technical inspection, the full labor charge was applied in accordance with our service terms.
  
  Our service detail shows the repair timeline and repair outcome information: ******************************************************************************

  Customer Answer

  Date: 06/09/2025

  I am still waiting for my $583.30 refund! I gave you and your company more than enough time to see if you would send my refund and of course you have failed to do so. 

  Customer Answer

  Date: 06/30/2025

  these pics show perfectly that i said i received device, asked for refund, and shows dates of how long its taking. start from the top down. 

   

  Customer Answer

  Date: 06/30/2025

  i actually found the tracking number so here is actual proof the package was delivered to my place 

  Business Response

  Date: 07/02/2025

  Dear BBB, 

   It shows that her refund request is in the queue and will be processed in the order it was received. She should receive an update on the original email thread where she requested the refund once it's processed.

• Initial Complaint

  Date:01/20/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We sent a Surgical monitor to be repaired. They won't return our monitor to us. We have paid for the work in full. They don't answer the phone. We have emailed. We have tried the live chat feature a half dozen times to no avail. I just want my surgical monitor shipped back to me. It's worth a couple thousand dollars. I cannot get any response from the company. Just ship my property back to me

  Business Response

  Date: 01/21/2025

  Dear BBB,
  I was able to verify the repair allocation and customer details based on the details provided in the
  complaint. For background, Acme Revival performs service and repairs on speciality electronics per
  our Terms of Service, agreed to by the customer at time of repair inception.
  

  Upon review we were awaiting go signal from our team if they can still proceed with the repair since the customer did not respond to the email we've sent to them that deemed the repair unsuccessful. Their device will be returned to them. Please allow time for us to prepare the shipment. Their service detail will be updated with the tracking number once it's ready to ship. 

  Certain facts and details within this dispute are not consistent with our records and we adamantly
  deny any wrongdoing in this instance.

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22835765
  
  I am rejecting this response because:  it is not truthful on the part of the business.  We responded to every communication they sent us.  They didn't respond to us We are completely aware that they could not complete the repair.  And we are completely fine with that.  We paid the final invoice back in December and asked for the machine to be shipped back to us.  We heard from the business after you reached out to them.  They still flat out refuse to provide us with a phone number or shipment information on our machine.  They have been paid in full with work completed since early December.  I just want a tracking number for my machine and an ETA on it's return.  There is ZERO reason it couldn't have been shipped out today.
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 01/30/2025

  ACME revival has refused to provide a phone number so that I can speak with someone and despite responding to my initial complaint they have failed to follow through with actually shipping my monitor back to me. My daily email requests for a tracking number for the return of my monitor are just ignored

  Business Response

  Date: 02/03/2025

  Dear BBB, 

  Their device has been shipped since January 30, 2025. They may refer to their service detail (************************************************************************) for the tracking number. 

  An automated email and regular email was sent on the same day as well regarding the update on their repair status. 

  Customer has been advised that we do not have chat and phone support. See attachments. 

   

  Customer Answer

  Date: 02/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

  We received our monitor back.  With some damage to it.  It was not repaired.  We were able to order the part ourselves to complete repairs.  I am quite certain that if you hadn't contacted ACME, I never would have received my monitor back.  However, refusing to speak with a customer is beyond unacceptable in this day and age.  They held my equipment hostage for two months.  They are currently the subject of several ongoing complaints for exactly this type of thing

• Initial Complaint

  Date:12/27/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 10, 2024, I paid $448.43 for the repair of a control board. The repair took several months to complete, and upon receiving the board, I discovered it was still malfunctioning. I contacted ****, and initially, they were quite helpful and offered several options. I chose to return the board for further examination. However, it remained with them for months, and after I inquired about its status, they simply affixed a "rejected" sticker and returned it. I retested the board, confirming that it remained non-functional. I subsequently contacted **** requesting a refund, but have yet to receive a response. As the service was not rendered as agreed, I would appreciate it if you could assist me in resolving this matter. I have photographic and video evidence of the board's malfunction, as well as email correspondence, which I can provide if needed.

  Business Response

  Date: 12/30/2024

  Dear BBB,
  I was able to verify the repair allocation and customer details based on the details provided in the
  complaint. For background, Acme Revival performs service and repairs on speciality electronics per
  our Terms of Service, agreed to by the customer at time of repair inception.
  

  Their board was returned for additional repair however during further evaluation, our team have tested and verified that the *************************** rebuild we originally performed is functioning correctly. Our repair has been validated, and no additional issues have been detected.

  That's why the board was returned back to the customer.

  Certain facts and details within this dispute are not consistent with our records and we adamantly
  deny any wrongdoing in this instance.

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22735267
  
  I am rejecting this response because:

  If the board was tested and had no defects. Why was there a rejected sticker affixed to? Also, why does the board not work. The understanding was i was paying to have a working board. Not working = incomplete service.
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 01/22/2025

  Dear BBB,

  Our repair shows that the repair was successful and their service detail shows this as well. You may access the service detail here: ***************************************************************************. It's important to note the condition outlined in Acme Revival's terms of service that, "If they accept the Work Order, Acme shall proceed to make a commercially reasonable attempt to make the repairs listed on the Work Order; however, **** shall not be held liable if it is unsuccessful in repairing the Product as specified in the Work Order, and, in that event, Acme shall still be entitled to compensation for the attempted repair."

  
  The provided fee is intended to cover the costs associated with expertise, labor, tools, and materials required for precise diagnosis, evaluation, implementing effective solutions, and allocating repair resources to address the issue.
  
  We wish to assure them that every effort has been exerted to facilitate the repair in question. However, we acknowledge that the resulting outcome may not fully meet their expectations, and we empathize with this situation.

• Initial Complaint

  Date:12/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  October 31 ***** I shipped my *****,******** FDT field of vision machine 2 months ago. I shipped it to Acme revival,Conifer Colorado because something wasn't working and I needed it to be repaired. On Dec,4***** ******* signed for and cashed my check of ******$ which I sent with **** Since then I've been trying to reach them and haven't gotten any answer. I feel that I'm in the process of getting scammed. Please help.They have my machine plus ******.

  Business Response

  Date: 01/03/2025

  Dear BBB,
  I was able to verify the repair allocation and customer details based on the details provided in the
  complaint. For background, Acme Revival performs service and repairs on speciality electronics per
  our Terms of Service, agreed to by the customer at time of repair inception.

  It shows that there was delay in shipping the device. **** does not scam anyone. Label has been created for their device to be shipped out. Customer may check their service detail for the tracking number. 

  Certain facts and details within this dispute are not consistent with our records and we adamantly
  deny any wrongdoing in this instance.

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22694690
  
  I am rejecting this response because:

  Finally i received the machine 20 minutes ago. Not only did they not repair a thing -if you notice the first picture error failure- but Im not even sure this is my machine!!  The second show a crack in the lens that is sticking out. I will reiterate, this company is a scam. It should be shut down. Who does this? I was looking forward to receiving my machine and now Im disappointed-again. BBB please dont let these scammers get someone else. 
  Sorry the system does not let me load the photos Ive taken. 

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

  Business Response

  Date: 01/22/2025

  Dear BBB,
  
  Our repair shows that the repair was successful and their service detail shows this as well. You may access the service detail here: ***************************************************************************. It's important to note the condition outlined in Acme Revival's terms of service that, "If they accept the Work Order, **** shall proceed to make a commercially reasonable attempt to make the repairs listed on the Work Order; however, **** shall not be held liable if it is unsuccessful in repairing the Product as specified in the Work Order, and, in that event, Acme shall still be entitled to compensation for the attempted repair."
  
  The provided fee is intended to cover the costs associated with expertise, labor, tools, and materials required for precise diagnosis, evaluation, implementing effective solutions, and allocating repair resources to address the issue.
  
  We wish to assure them that every effort has been exerted to facilitate the repair in question. However, we acknowledge that the resulting outcome may not fully meet their expectations, and we empathize with this situation.

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22694690
  
  I am rejecting this response because:

  1) the initial malfunction message is still there. 
  2) it came back broken. 
  

  Plus, no communication on their part. Not even sure its my machine to be honest. This company should be pursued and shut down. In my 30 years in business i have never felt so ripped off. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:12/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Acme Revival is an American reverse engineering fi rm based in ******, ********. They are best known for repair andremanufacturing of specialty commercial equipment.I sent in an audio amplifier for repair in July of 2024. It was analyzed and I was charged $1,226.58 for the repair in advance. It cost me $125 to ship it to them, and the value of the unit before any repair is approx. $2,****** first communication with the firm was excellent. They have a way for customers to track repairs. Soon, my unit disappeared from the repair log. Further, each time I sent an email asking about the unit, I received a very nice reply from someone stating that the person repairing my unit would reach out to me with an update very soon. Those updates never came.Overall, Im now out about ********. what I want is for them to complete the repair, and return my amplifier as promised.

  Business Response

  Date: 01/20/2025

  Dear BBB,
  I was able to verify the repair allocation and customer details based on the details provided in the
  complaint. For background, Acme Revival performs service and repairs on speciality electronics per
  our Terms of Service, agreed to by the customer at time of repair inception.
  
  We are currently reviewing this case and we'll update shortly. 

  
  Certain facts and details within this dispute are not consistent with our records and we adamantly
  deny any wrongdoing in this instance.

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22687396
  
  I am rejecting this response because: They have provided no response other than to reject my complaint.  They say they are reviewing the case.  I have proof of each statement that I made.  I have further learned that other complaints and law suits have been brought against the company for the same reasons as my complaints.  But here is an interesting update.
  
  As mentioned in my complaint, I tried repeatedly to get information on my repair case.  Finally, I warned them that if I did not hear from them I would file a complaint with the State Attorneys Office of ********, and with the BBB, which I was forced to do.  I then told them that if I did not hear from them,and reach some arraignment on my repair, I would soon bring a law suit against them.  Again, they would not communicate with me.  I filed that law suit a couple of weeks ago.
  
  A few days ago, I receive a message that the repair has been completed and the unit is on the way back to me.  Im on a business trip in ******,and will return this weekend.  It will be interesting to see if the unit has actually been repaired.  I will be happy if that is the case, but it seems terrible to force people to go to the extremes that have been required of me to get the attention of the company, let alone the hours I have wasted trying to get this resolved.  
  
  Lastly, I'm impressed with the BBB process in this matter.
  
  Regards,
  
  **** K. ********
  
  I will let you know in the next few days. 
  
  Sincerely,
  
  **** ********

  Customer Answer

  Date: 02/07/2025

  Acme Revival, after being informed of my complaint with the BBB, and the State Attorneys Office of the State of Colorado, soon sent me notice that the repair of my amplifier was successfully completed, and that it was on the way to me.
  
  I received it a couple of days ago and the unit is trashed.  No screws put back in so everything came loose (circuit boards, covers, etc.). Bent ******* on boards, broken plastic guides. And on the factory Halcro box, written on blue tape, are the words from the repair engineer,"Do not power on".  See attached image.  
  
  The unit is now beyond any possible repair. 
  
  What I want now is $3,351.58 to cover my loss.

  Business Response

  Date: 02/07/2025

  Dear BBB, 

  We requested to the customer to share the photos showing that his device was trashed. We cannot determine if the claim is true if he do not share the evidence. I have attached the screenshot of our email to him asking for the photos so we can investigate further.

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22687396
  
  I am rejecting this response because:

  Acme Revival did not return my unit until after they were advised of my complaints and my filing of a law suit against them. I have always been looking for a way to settle this issue.  They know the amount of money I need to make me whole.
  
  I shared one photo with them showing a warning placed on the unit by a technician not to power on the amplifier. (Given that the unit was in a state of disassembly, I dont think any sane person would try to power it on.) The other photos I will keep for now.
  
  Given that, so far, they have dealt with me in bad faith, gives me zero confidence that they will investigate this matter.  They held the amplifier since last July, and would give me no information concerning the repair, no matter how many times I politely asked.  They know they did not repair the amplifier, and in fact damaged it beyond repair.  Lastly, they know how to reach me if they want to settle this, which I suggest is in their best interest.

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

• Initial Complaint

  Date:12/11/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are an Ophthamlic Practice and have sent our Device to **** to get repaired. **** recieved our device 11/18/24, I have emailed them repeatly with limited interaction on their part. We have paid for the Service already. They have had our device for almost 1 month.

  Business Response

  Date: 01/20/2025

  Dear BBB,
  I was able to verify the repair allocation and customer details based on the details provided in the
  complaint. For background, Acme Revival performs service and repairs on speciality electronics per
  our Terms of Service, agreed to by the customer at time of repair inception.
  
  We are currently reviewing this case and will provide update shortly. 

  
  Certain facts and details within this dispute are not consistent with our records and we adamantly
  deny any wrongdoing in this instance.

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22675100
  
  I am rejecting this response because: We have been writing and waiting for responce from the company as well as the *************************** with no results.

  This unit has been in their possion since October 2024. 

  Unit Paid 11/26/2024

  Acme Took Payment 11/26/2024

  Service was boing done 11/19/2024

  As of today 01/27/2025 unit says ready to ship as it has for the last few months. But it has not shipped! 

  Acme has yet to give us a tracking number or even a current status of our unit.

  Acme does NOT accept phone calls!

  CANT TALK TO A REAL PERSON?......
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 02/05/2025

  Dear BBB, 

  It shows that their service detail has been updated with the status of their repair. Label number was also created today. Tracking number is also in their service detail. 

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22675100
  
  I am rejecting this response because: There maybe a ttracking number for *** but as of now 2/10/25 they still dont have it in their possion. See attached. 
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 02/14/2025

  Dear BBB, 

  Tracking number 1ZE80D070314698463 shows as delivered as of 2/13/2025.

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22675100
  
  I am rejecting this response because:
  I feel like we paid ****** for no reason. that was the cost to fix the unit which was "unfixable" per Acme. Please refund all or part of this fee. 
  Sincerely,
  
  ****** ****

  Business Response

  Date: 02/28/2025

  Dear BBB, 

  Acme Revival is unable to provide a full refund, per our Terms of Service (********************************************************): IN THE EVENT ACME IS UNABLE TO REPAIR THE CHIEF COMPLAINT(S) OF THE DEVICE AFTER A GOOD FAITH AND COMMERCIALLY REASONABLE ATTEMPT AT DOING SO, ACME SHALL NOT BE ENTITLED TO RECOVER FROM YOU THE COST OF ANY PARTS OR COMPONENT PIECES ACME PURCHASED TO REPAIR THE DEVICE(S); HOWEVER, ACME SHALL NEVERTHLESS BE ENTITLED TO RECOVER FROM YOU THE VALUE OF THE LABOR PERFORMED IN CONNECTION WITH THE REPAIR.  THE VALUE OF SUCH LABOR SHALL BE DETERMINED BY MULTIPLYING THE NUMBER OF HOURS WORKED BY THE HOURLY LABOR RATE SPECIFIED IN THE SERVICE DETAIL (See Section 3).

  We can only refund the cost of parts which is $286.04, *********** detail: *******************************************************************************.

  Customer Answer

  Date: 03/11/2025

  I was not notified of this last email from ****. we will accept the refund of $286.04 as stated in last email." We can only refund the cost of parts which is $286.04".

  Thank you *******

• Initial Complaint

  Date:12/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lost my device, poor communication, and be very careful about the fine print. They charged me 645 dollars in storage fees on a device they couldn't locate for four months and ultimately were unable to repair. I've used several repair companies. This one is scam, They make money on "storage" fees not repairing devices.

  Business Response

  Date: 12/05/2024

  Dear BBB,
  I was able to verify the repair allocation and customer details based on the details provided in the
  complaint. For background, Acme Revival performs service and repairs on specialty electronics per
  our Terms of Service, agreed to by the customer at time of repair inception.
  

  Upon review, we did not lose the customer's device. It shows that the customer had a previous repair, which was for a return for additional repairs, and we created the label for her to return it.

  She then had another new repair submitted for a new device on August 13th, for which they need to arrange the shipment themselves. The customer decided to use the same label from a different repair and did not identify the new device with its own reference number. She did not inform us that she would be sending the device along with the other repair.

  She only advised us of this on October 13th

  Acme is unable to identify devices if they do not enter the reference number provided for their device.
  
  Each repair has its own service detail where they can check the status. Her service detail were updated on October 14th, indicating that it was awaiting initial diagnostic evaluation. It did not take us 4 months to locate their device.
  
  On October 25th, another update was made informing her that the repair was unsuccessful. Once their service details were updated, it also showed that a payment was due, and the customer failed to process the payment by the indicated due date in their service detail.

  Storage fees where mentioned in our email to them and in our Terms of Service. "You expressly recognize that **** is primarily a repair facility with limited capacity to temporarily store Devices during the repair process; however, in certain defined circumstances, **** offers long-term storage of Your Device(s) in a dedicated storage facility for a premium daily rate.  **** offers such premium storage services in accordance with its Storage Policy, which is available on the Website and which is incorporated herein by reference. You expressly acknowledge and agree that acceptance of this Agreement constitutes pre-approval for **** to store Your Device(s) in accordance with the Storage Policy and an agreement to pay a premium daily rate for storage of Your Device(s) in the event Your Device(s) become subject to storage under the Storage Policy."

  
  Certain facts and details within this dispute are not consistent with our records and we adamantly
  deny any wrongdoing in this instance.

• Initial Complaint

  Date:12/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent a scanner in that had a broken lens for repair. I received the repair quote and promptly paid $576 on 11/08/2024 after the company website showed the repair was complete. By 11/13/2024 the device still had not been shipped so I reached out to the company and was informed that during final inspection the glass needed to be recut and they were awaiting new parts. The device was not shipped until 11/22/2024. I finally received the item on December 3, *************************************************************************************************** the matter. The company is refusing any additional repair or any refund claiming it happened in transit. They will also not provide me with the original shipping receipt and insurance for *** (they arranged for the return shipping label). They also will not contact me by phone and will only respond by email.I would like my money back so I can proceed with repairs elsewhere.

  Business Response

  Date: 12/11/2024

  Dear BBB,
  I was able to verify the repair allocation and customer details based on the details provided in the
  complaint. For background, Acme Revival performs service and repairs on specialty electronics per
  our Terms of Service, agreed to by the customer at time of repair inception.
  

  We are currently investigating this further and we'll update shortly. 

  
  Certain facts and details within this dispute are not consistent with our records and we adamantly
  deny any wrongdoing in this instance.

• Initial Complaint

  Date:12/03/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have attached the initial ad that brought us to this company. They have since removed the ad and completely changed it. They did not pay for shipping. I did, so I assumed they would pay for the return shipping. They initially said they could repair and I agreed. Then received an email showing fried internal parts, stating they could not repair. I waited for the billing for the diagnostic but instead received a bill for over $450. I thought that they had repaired it and so I inquired and they stated that I agreed to a storage fee of $25 a day. I did not agree to anything like this. They paid for nothing and now want me to pay for almost $700 in storage fees for equipment that is unrepairable. I asked them to dispose of it in the email. I will pay the diagnostic fee but they do not give an option for just paying that. I have read MANY complaints about this company and now they are threatening to sue me. Your help is appreciated.

  Business Response

  Date: 12/04/2024

  Dear BBB,
  I was able to verify the repair allocation and customer details based on the details provided in the
  complaint. For background, Acme Revival performs service and repairs on specialty electronics per
  our Terms of Service, agreed to by the customer at time of repair inception.
  

  Upon review, when the customer submitted the repair request, further details of the repair were sent to her email, which she then agreed to. A repair allocation was subsequently created.
  
  When the repair allocation was created, storage fees and our Terms of Service were provided for her to review. I have attached the screenshots of our emails.
  
  Customer was charged of the storage fees since she failed to pay her balance. Our Terms of Service states: IN THE EVENT ACME IS UNABLE TO REPAIR THE CHIEF COMPLAINT(S) OF THE DEVICE AFTER A GOOD FAITH AND COMMERCIALLY REASONABLE ATTEMPT AT DOING SO, ACME SHALL NOT BE ENTITLED TO RECOVER FROM YOU THE COST OF ANY PARTS OR COMPONENT PIECES ACME PURCHASED TO REPAIR THE DEVICE(S); HOWEVER, ACME SHALL NEVERTHLESS BE ENTITLED TO RECOVER FROM YOU THE VALUE OF THE LABOR PERFORMED IN CONNECTION WITH THE REPAIR.  THE VALUE OF SUCH LABOR SHALL BE DETERMINED BY MULTIPLYING THE NUMBER OF HOURS WORKED BY THE HOURLY LABOR RATE SPECIFIED IN THE SERVICE DETAIL (See Section 3).
  
  Our email to her indicates that we do not dispose any type of device. 
  
  Certain facts and details within this dispute are not consistent with our records and we adamantly
  deny any wrongdoing in this instance.

• Initial Complaint

  Date:11/27/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear BBB Team, I got scammed by a Company ACME Revival out of Colorado ACME Revival MOUNTAIN CIRCUITRY LABORATORY **************************************************** ************** I send my defect CPAP equipment for repair and I got a diagnosis result which I try to pay, but there system shut down every time I try to pay.Weeks later I got a bill of $25 daily for storage in total with diagnosis cost $ 939 Many e-mails, phone calls never got returned or answered, I only got one reply that there would come after me with there lawyers My defect and rejected repair unit was never returned to me, nor was the process, timing, tracking provided Many thanks ********

  Business Response

  Date: 12/09/2024

  Dear BBB,
  I was able to verify the repair allocation and customer details based on the details provided in the
  complaint. For background, Acme Revival performs service and repairs on specialty electronics per
  our Terms of Service, agreed to by the customer at time of repair inception.
  

  Acme did not scam the customer. 
  
  Customer declined the service and failed to pay the diagnostic fee that eventually result in accruing storage fees. Storage fee information and Terms of Service was provided to the customer at the time we created their repair allocation. 
  
  Customer will see their pay-by date and balance in their service detail when he decline the quote. 
  
  It took us time to return the device but **** always returned devices that were paid. Device showed as delivered on 12/9/2024. Tracking number is available in customer's service detail. 
  
  Certain facts and details within this dispute are not consistent with our records and we adamantly
  deny any wrongdoing in this instance.

  Customer Answer

  Date: 12/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  A report was issued but i couldnt get access to the link / there website to pay on time weeks later I got access to it with the amount of $939 storage charges 

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