[ROSSGLASS]

When the oxygen generators first hit the glass market, they were made by a single company run by two individuals who made the same product. There was a point at which the individual co-owners decided to each run their own generator business-- independent of each other. At one point, ABR sold both brands. To our knowledge, the primary difference between the companies involved customer service and aesthetics such as the outer casing. The actual internal units retained the same capabilities. Each type of machine ran the same PSI and flow. Because both of the resulting companies were small businesses that struggled to keep up with growing demand, it became practical to supply end users with available machines. Now, ABR deals exclusively with Extreme Oxygen. In our experience, Extreme Oxygen is better able to meet the demand, offers better customer service, and has been proactive about improving the end product. The picture on our website may have been outdated. However the description of the product’s specifications as given to us by the manufacturer, are and were accurate.
The Hurricane retails at $1596. Freight cost, within the continental US, averages anywhere from $100 to $150. The Hurricane is warrantied through the manufacturer for three years and sold through several different distributors. We offered a sale price of $1250 on the machines. At the end of February, Tyler placed an internet order for the machine at the sale price. The machine shipped within a few days of the order and was delivered without incident the first week of March.
This week—two months after the delivery, Tyler emailed ABR (the one and only email) to notify us that there was an issue with the generator running his torch. Because he owns a MidRange---a torch we were told by the manufacturer that is appropriate for the Hurricane---it seemed logical that there must be an issue with the generator not working properly. Ross called Tyler to address the issue. After listening to Tyler’s concerns with the machine, Ross determined that Extreme Oxygen would be the appropriate party to remedy any mechanical issues with the machine. ABR does not make the machines. So, we would never attempt to repair them. In our experience, Extreme Oxygen has always been prompt in repairing and returning the machines to the end user.
Tyler was given three choices in reference to his machine. First, he can return the machine at our expense and will receive a refund less a 25% restocking fee. Second, he can have the machine repaired under the warranty by Extreme Oxygen at no cost to him. Third, he can take two of the EX-15s in exchange for the Hurricane—that he would be responsible for returning. ABR even offered to meet him in KC for the exchange---an 8+ hour drive from our location---because it would cost him significantly less to meet us than to ship the machine to us. Tyler has refused all three offers.
We offered Tyler a good price on a product. We offered him several options to resolve the issue he has with the Hurricane---a machine he purchased over 60 days ago. We have done everything we can to help Tyler’s situation in a manner that is fair to both parties involved. While we certainly regret that Tyler is unhappy, we simply can not take responsibility for his decision not to make cooperative attempts to resolve the issue.
There are a few points that need clarification. Extreme Oxygen can not refund money on a machine they did not sell. They are more than happy to repair their machines. Ross is someone who is in high demand---as are all business owners. He is not the type of person who avoids people or issues. If you can’t speak to him when you call, it’s because he is sincerely busy. You will never talk to the owner of most of the businesses you deal with on a daily basis. Ross really tries to touch bases with every person he can in a single day. Finally, we NEVER intend for any of our customers to be unhappy.