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:09/25/2024

  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.

  The company StinceBuilt, sent me a faulty computer since day 1 and would crash, then when asking questions, were sometimes slow to respond. When the computer kept getting worse and worse, they recommended an entire re-install of all software. When I did that, the computer still crashed. I performed tests and proof showing it was faulty. Then was asked to send it back. As I did not trust the company anymore, I asked them for a refund. They refused to do a refund and to do more tests on it. All their tests proved that the computer was not faulty, but when I asked them for proof, they provided non. I reached out to credit card company, for the refund in that case, and the credit card company initially sided with me, but then switched to Stincebuilt. I have as of today re-issued and reopened the dispute. This is not just unacceptable, but criminal that a company can get away sending faulty merchandise of such high expense and not hold the integrity as a business to return a refund. So I am currently, without a computer from them ( I returned it over a month ago), still being billed for it, though I returned it, as it was when I received it, and have money lost, and no product? Reaching out for justice that I and no other customer is treated by these poor business practices, lied to, and cheated, again!

  Business Response

  Date: 09/30/2024

  Good Afternoon,
  
  Our entire conversation with the customer has been thoroughly documented. Our first official notification of issues with the ** came 4 months after purchase on August 18th. Customer stated that in the first 3 months time, there were no issues with the **. But towards the end of July and early ******* was seeing blue screens and freezes. Customer requested a refund but our policy upon checkout states that no refunds are available after 30 days, but we would 100% cover any repairs, parts needed within our warranty. Our team setup time to meet with the client directly to diagnose what could be causing freezing and blue screens suddenly after months of no issue. After being instructed to Re-Install his Windows 11 software, the customer was still having issues and asked to Ship the computer back, which is something we were ok doing for service, 5 days after initial support was requested. 
  
  We told the customer exactly how to ship the system back so we can diagnose the system here at our facility. The customer agreed to ship it back to us, and followed our instructions. 
  
  After shipping it back, they demanded a refund for the system which we stated was not possible. Again they asked, but we notified them directly that since we were 4 months in, we were past the refund stages. Since the customer was being difficult in responding to our requests to access the system, we wipe the system clean to proceed with Testing/Stability.
  
  We noticed on powerup from initially receiving the system, that the graphics card was launching at full speeds, typically revolving around video card overclocking or tweaking of systems beyond stable use. 
  
  Since we wiped the system clean, and did a fresh install, we have had zero errors, crashes, blue screens, or issues with the computer. We have allocated hours of labor, testing, and event paid our team members to game on this system for hours at an end to make sure this system is 100% functional for the client. After we told the customer that the system was functional, they did not respond at all to our team.
  
  The client has since gone dark, removed themselves from our support teams contact in our verified discord where they had a 1-on-1 ticket to communicate with our team, and had since setup a Dispute with their credit card company. After speaking directly with the agents at both their credit card and our card processing fraud team, we have received this complaint here.
  
  The customers system is 100% functional and ready to be returned to them.
  - ************************ ****************

  Customer Answer

  Date: 10/07/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22335565
  
  I am rejecting this response because StinceBuilt as a company is attempting to send me a computer, they claim is fixed, when they have broken my trust as a customer, first sending me a computer that is faulty that crashes constantly and got worse over time, then when they ran tests over a conference call, saw nothing, while I did a memory test showing their were issues. I took their advice and reinstalled windows and updated drivers per their request and the computer still crashed, (sending them proof of both). 
  
  At which point, I returned the computer as I had enough and felt the trust was broken by StinceBuilt. They then proceeded to run tests for 72 hours, claiming that their were not issues. When I asked for proof, they provided none, validating my broken trust. I had then proceeded to leave the discord server (platform for discussion) as I received the refund from the dispute from my credit card company. However then StinceBuilt most likely noticed and did not want any chargeback on their records, and want to do anything they can to return the computer (whether same or different / fixed or faulty). 
  
  I am willing for them to reach out to ME regarding getting a refund on the product, as I do not tolerate theft and criminal activity (having taken a computer and taken my money as well, leaving me with no money and no product).
  I have RE-opened the dispute for the third time with my credit card company, explaining in long detail, my dismay for the horrible business practices that StinceBuilt has done to this point. Their policies state for only 40 day return period, however not only is their policies in place for warranty of defective computer components, but their are customer protection laws in state for a reason, when customers are sent false products. Not to mention, I have lost countless time myself, where I had to go without a computer myself for a number of weeks, because of their irresponsibility, and dragging out the process, in ******* probably to lengthen this as long as possible so they can be held less responsible.
  
  I restate, that it is StinceBuilt's responsibility as a business professional to take accountability for providing a faulty product, and due to the result, having a customer that does not trust them, wanting a refund, or else further escalation on this dispute is warranted.
  
  Regards,
  
  ***** Kocia
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 10/15/2024

  Good Morning ***** and BBB team,
  
  We hope this message finds you well. We are reaching out regarding the recent rejected situation and the situation involving your *************************** system.
  
  As part of our dedicated service, we spent considerable time testing your system thoroughly. All test results and images were provided through the referenced Discord channel in which you were a member. We regret that instead of responding to these communications, you chose to leave the channel and proceed with a chargeback. We have even included them again here for your review.
  
  To clarify the situation:
  Upon your reinstallation of Windows (following our teams guidance), it appears that the necessary drivers were not installed, which led to system malfunctions.
  
  As mentioned in prior correspondence, we took the system back, wiped it clean of any data, and proceeded with a fresh Windows 11 installation. Following that, a technician dedicated 30 hours of paid testing time to game extensively on the system to ensure it was functioning correctly.
  
  After several stress tests and inspections, we can confirm that the system is fully operational, meeting all performance standards as initially agreed upon when the order was placed nearly six months ago.
  
  We have invested substantial time and effort, ensuring that the system you custom-ordered is in optimal condition. At this point, the system is ready for return, and we are eager to complete this process for you.
  
  We kindly ask that you reconsider the complaints for not issuing a refund after the refund policy timelines, and given the extensive support and resources we have dedicated to your order.
  Should you have any additional concerns, we remain fully available to address them and will even extend a 2 year free labor and parts warranty on them to make sure they run in 100% working order!
  
  Thank you for your understanding.
  
  Sincerely,
  ************************

  Customer Answer

  Date: 10/16/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22335565
  
  I am rejecting this response. 
  As I have asked multiple times, will now be proceeding with escalation and if need be arbitration of StinceBuilt unless they send the refund immediately.
  
  
  Regards,
  
  ***** Kocia