Public Mediation

My Claim vs. Hydrion Scientific

T. B. vs. Hydrion Scientific
1240 Activity Dr Ste D, Vista, California, 92081-8514 , United States
Amount Involved: $20,000.00
    • Claimant Seeks: View.
    • Claim #: 1211002
    • Amount Involved: 20,000.00
    • Filed On: Jul 15, 2020
    • Posted On: Jul 27, 2020
    • Complaint(s):
      • Bad business practices
      • Problem with a service
      • Problem with a product
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Statement of Claim
Complaints Involved (4) - View
Claimant says:
"Hydrion sold me a expensive Distillation Machine that does not work, and they refuse to refund my money."
...
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Claimant timeline (1) - Hide
  • 06-10-2020 — Purchase Date
Exhibits View
Additional Communication Between Claimant and Hydrion Scientific Hide
  • Jul 22, 2020, Claiming party added:

  • The equipment we purchased is a "Short Path Distillation Equipment" designed to extract CBD Oil from CBD Winterized Crude.

    None of the statements above are accurate. The equipment was BROKEN when we purchased. It has never worked correctly. And if Hydrion provided us with "EXPERT CONSULTING SERVICES", this is their system and after hours and days of working on the equipment, THEY could not get the equipment to work. What little product we did produce from Hydrion's distillation equipment, we sent a sample of the product to an Independent Laboratory in San Diego, their response was based upon the material they tested, they thought the machine we used was not designed to extract CBD Oil from CBD Winterized Crude oil.

    We purchased this equipment on June 10, 2020, we started setting the equipment up a week later. Hydrion sent us a "youtube" installation video to set up the machine. We later found out the online video was wrong. From the date of purchase we were in constant contact with Carina and their Head Chemist Engineer in China Wei, over set-up and operation questions. We could not get the machine to work correctly. Turns out one of the most important elements of the equipment was defective so we had to exchange it for a new one, we also thought because of the faulting or wrong set-up instructions, the "cold trap pump" is not working correctly. Even after the exchange of the "circulating pump we could not get the system to work correctly. So we started a several day process with Carina to see if we could get the equipment to work correctly. This process lasted until July 10th (see attached copy of text for changes we should make to the system) and even with all of Carina's advise and expert consulting, the equipment would not produce oil from our crude.

    I sent Hydrion an email on July 13th expressing great concern that their equipment, even after all their "expert consulting" was not working, I reached out seeking an amicable resolution to this issue, asking for a refund because the equipment simply did not work. I heard nothing back from them, today is the 22nd of July. They are responding now because they know this issue will go viral on the internet. Honest and reputable companies don't do business like this, good business people would have reached out to us right away, to set a course to resolve this issue. Hydrion clearly by their own actions are not.

    Because the equipment does not do what it was designed to do, we still want a complete refund, plus our cost.

  • Jul 22, 2020, Claiming party added:

  • Downloaded files that should have been attached to the last posting.

  • Jul 22, 2020, Claiming party added:

  • I have made at least three attempts to get you to the table to resolve this issue, and you have ignored every attempt, my most resent was yesterday. I believe you are responding here and now, not because you are a reputable company, but because you are concerned this issue will go viral on the internet. Your offering the above upgrade is admitting you sold me an incomplete system. If Carina after meeting with her team, could not get your system to work, why do you think your engineer could make your system work. I will agree to this, if you can get an engineer here in the next couple of days and cause your system to work we can move on, but you could have offered this a week ago?????? Clearly you have no respect or regard for other peoples time.

  • Jul 22, 2020, Claiming party added:

  • Agreeing to your engineer coming is based upon the following, if after working with the equipment for a day, if your engineer can not get the system producing CBD Oil from our crude, you immediately give me a full refund.

  • Jul 23, 2020, Claiming party added:

  • You have not accepted my terms for a potential settlement, so this claim is not settled. I suggest if you want to pursue a possible settlement you need to accept my terms immediately, otherwise we are in the process of purchasing a "New Short Path Distillation Equipment" made by a United States Company that the manufacture has guaranteed it will make "Quality CBD Oil from our Winterized Crude.

  • Jul 23, 2020, Hydrion Scientific (responding party) added:

  • Thank you for the information provided. We have to state and clarify three factors to help to understand the situation.
    First, we didn't ignore or intend to ignore any message from the client Thomas. We've kept contacting the client after he purchased the equipment and assisted with the installation and operation. Our sales representative and the engineer could be successfully reached out every time and any time when the client wanted even after 7 pm (the normal operation time is 9am- 5pm). We have all the proof of the video chat and the message records to show that we did respond on time and provided free consulting services after understanding the client's needs. All the services were voluntary and free that we always put our customer as the top priority, NOT after the client's threatening.
    We do apologize for any inconvenience since the COVID pandemic that we couldn't schedule the engineer to the client's facility immediately. Also, we feel sorry for the late response since Carina got a family emergency and took a week off from July 13- 17th. We replied to this client on Monday July 20th and replied to "Blake Anthony from Davis & Jones" who is helping the client file the claim to state that we are willing to assist solving the problem. We treated every single our customer as the priority to assist with the installation, scientific knowledge, and operation procedures. At this point, the free consulting service helped our client saved thousands of money to avoid paying a scientist or technician.
    The short path distillation package the client purchased is a complete package and quoted as $9,323.00, we offered a free upgrade package with insulation cover and rotor to improve the production. Any of the same equipment "made in the US" will be quoted over $13,000.00 without any procedure and on-call consulting service provided. We believe the price is fair enough and acceptable.
    We will prepare the promised upgrade package as soon as possible to assist the client achieve his success and hope there's no misunderstanding in between to solve the problem together.
    We are still happy to assist with any of the questions.
    Thanks,
    HS

  • Jul 23, 2020, Hydrion Scientific (responding party) added:

  • Thank you for the information provided. We have to state and clarify three factors to help to understand the situation.
    First, we didn't ignore or intend to ignore any message from the client Thomas. We've kept contacting the client after he purchased the equipment and assisted with the installation and operation. Our sales representative and the engineer could be successfully reached out every time and any time when the client wanted even after 7 pm (the normal operation time is 9am- 5pm). We have all the proof of the video chat and the message records to show that we did respond on time and provided free consulting services after understanding the client's needs. All the services were voluntary and free that we always put our customer as the top priority, NOT after the client's threatening.
    We do apologize for any inconvenience since the COVID pandemic that we couldn't schedule the engineer to the client's facility immediately. Also, we feel sorry for the late response since Carina got a family emergency and took a week off from July 13- 17th. We replied to this client on Monday July 20th and replied to "Blake Anthony from Davis & Jones" who is helping the client file the claim to state that we are willing to assist solving the problem. We treated every single our customer as the priority to assist with the installation, scientific knowledge, and operation procedures. At this point, the free consulting service helped our client saved thousands of money to avoid paying a scientist or technician.
    The short path distillation package the client purchased is a complete package and quoted as $9,323.00, we offered a free upgrade package with insulation cover and rotor to improve the production. Any of the same equipment "made in the US" will be quoted over $13,000.00 without any procedure and on-call consulting service provided. We believe the price is fair enough and acceptable.
    We will prepare the promised upgrade package as soon as possible to assist the client achieve his success and hope there's no misunderstanding in between to solve the problem together.
    We are still happy to assist with any of the questions.
    Thanks,
    HS

  • Jul 29, 2020, Hydrion Scientific (responding party) added:

  • We are happy to inform that the rotor and insulation cover has shipped and on the way to our office. We will notify you immediately once it arrived and ready for further installation.
    Thank you for your patience and time, we will schedule on-site support soon when the engineer getting back.
    Please let me know if you got any questions and how we can further assist with it.
    Best,
    HS

What Claimant Wants Hide
1. Compensation: 20L Distillation Equipment Jul 22, 2020 $10,000.00
2. Refund: 9,232.20 Jul 22, 2020 $10,000.00
3. Other – Pay for claim posting cost Jul 22, 2020 $14.99
Cash total : $20,014.99
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Do you agree with the claimant’s demands?  (If you are a party to this claim, click here.)
Respondent's Counteroffer Hide
The claimant's settlement terms were rejected with the following explanation:
  • I disagree with the explanation / grounds provided

    "
    Thank you for reaching out to us. Here's some information we have to explain to this claim.
    First of all, we are an equipment trading company that all the equipment sold are passed the quality inspection and meets the requirement as listed in the specification sheet. The short path distillation setup contains heating mantle, glassware, circulator, and pumps. All equipment are working properly which have been operated for 1 month by the customer. The HS team Carina and Wei also have assisted in the installation through WhatsApp video chat all the time with the customer and provided full-time services to the customer during the operation. We didn't hear any function problem on the equipment from the customer that we can not refund the equipment when the equipment are working properly.
    Second, we have to mention that the final products depend on the operation and quality of the material as even thousands of people purchased the same cooker, the final dishes still taste different. We always suggest our customer have an experiencing technician or scientist on-site who understand the principle and operation process to run the equipment. Scientific equipment is not easy to operate that science background is essential in the process. At that point, we still have provided free consulting services during the whole operation and process to better assist the customer in achieving his goals, and the consulting services usualy charge $1000 to $5000 by other consulting companies in the industry. We can not refund the consulting services as it's free all the time.
    As a solution, we are willing to upgrade the short path distillation system to the customer currently carry. We will provide an insulation cover and a stirring rotor for free to improve the efficiency of the equipment. This upgrade package always quotes $400 - $700. In addition, we can schedule a one-time on-site service for free to help the customer running the sample once our engineer is available.
    Our customers are the priority to us that regardless of whether the problems on equipment or operation, we will provide good services to assist resolve the problem. We hope that the customer can cooperate and solve the issue with us together. We really appreciate the time and consideration."

This claim will remain posted until resolved.

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Do you agree with the respondent’s Response?  (If you are a party to this claim, click here.)
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