In February of 2003, I ordered a DT8000 EMS unit from Toneatronic. Bonnie Fine, Allan's wife, took my order.
I received the unit in a timely manner and the unit worked fine for close to three years. I had problems with the unit later, starting around November 2005. I tried everything to get the unit to work. The front panel LCD would immediately fade out upon powering up the unit and the unit didn't work at all. I figured the power supply may have been going bad. So I purchased brand new batteries for the unit, since my intentions were to order another power supply for the unit from Toneatronics. Even with the new batteries that I had purchased, the problem persisted with the LCD, it immediately faded out when powered up and the unit still didn't work either.
In March of Feb / March of 2006, I visited the Toneatronic website to see about warranty and repair of the unit. Since the unit had a 5 year warranty, I figured it wouldn't be difficult to get my problem resolved. I initiated several calls to the number listed on their Customer Service page and never spoke to a person. I only got the same voice message everytime I called. A week later, I sent Toneatronics correspondence via email at the email address posted on their customer service webpage. Allan Fine emailed me back and informed me that he was recovering from recent surgery and that's what delayed him from returning my calls. I was informed that they had a copy of my order and were going to look into the issue. They also asked me about the condition of the unit and I informed him that the LCD would immediately fade upon powering up the unit and they the unit also didn't work. I spent six weeks trying to get a Warranty Authorization number from Allan and Bonnie to have them either repair or replace my unit. I continued to email them for about 2 months about this issue and I never received a callback or follow-up email from either of them up to the day of posting this message. I suspect I never will hear from them either. I know that Toneatronic's customer service department is only made up of Allan and Bonnie Fine and no one else. So don't waste your time trying to contact customer service because they'll only screen the call and never follow up with the unsuspecting customers once there is an issue or complaint. Toneatronics is all about taking money from the consumer and is not credible when it comes to following up when there are issues with their products and so forth.
I got the BBB of Canada involved but they were unable to get a legitimate mailing address and closed the case. The following false address was the only that I could find at the time I filed my complaint with the BBB. Notice the name similarity and the same city and province; but I won't speculate or assume.
Sun-Care Tone-A-Tronics Inc
601 - 17 Ave SW, Suite 216
Calgary, AB T2S 0A4
Yet with the information that I provided the BBB, Toneatronic's website and customer support telephone numbers, Toneatronic (Allan and Bonnie Fine) are still being allowed to operate and deal with their customers in an unethical manner. If you attempt to find an address for Toneatronics it will be very difficult to do so. In searching for Toneatronic's address, you will find the city, province and postal code, but no actual mailing address when searching for them. I believe Toneatronic doesn't provide their physical address or PO Box to make it difficult to file complaints against them with organizations like the BBB, for their unethical, fraudulent practices.
The DT8000 EMS unit that I ordered from them had a five year warranty which was in effect at time I corresponded with Toneatronic. Although Toneatronic discontinued selling the unit that I purchased, they were untruthful, deceitful, and full of lies when it came to honoring the warranty. I will never purchase anything from this company again. I encourage anyone who is thinking about buying an EMS unit from Toneatronic to purchase their EMS unit from a reputable dealer that is registered with the BBB, (look for the BBB Logo) that way the consumer will know the company that they are purchasing the EMS unit from, cares about their reputation and will most likely do the right thing for their customers as an effort to maintain their reputation with their customers.
I am not one of Allan's Competitors trying to steal any of his customers away, as I saw his weak rebuttal at the bottom of a previous complaint. I was one of Allan's customers, I purchased a DT8000 EMS from Toneatronics and I have no reason to fabricate falsehoods about Toneatronic's unethical dealings with me. But I want to warn anyone who intends on purchasing any items from Toneatronics to beware as this company's owner and his wife will not be true to their word when it comes to customer service and providing support for their product. They will not honor their warranty; they will not return phone calls or emails. They will take your money and leave you, the consumer, high and dry.
I have long disposed of the EMS unit, but my experience with Allan and Bonnie (Toneatronic) has left me embittered. I am going to keep posting this message as a warning to other consumers.