After not getting a response for about a week, I called. I talked to a person named bud via phone a couple of days ago. He asks me to check my connections, which I did. He says that I may have fried my controller. He asked me to ship it back (at my cost) so they can test it. If that's not it, I'll have to ship the entire hub back so they can test that.
Not happy that I was following the instructions and I may have fried my controller. I'm not using some great voltage (36v). And, if it's a fried controller, I'll have to pay for a replacement. If I have to ship the hub back I'm sure it'll cost me $40 b/c it is so heavy. That will suck.
At least they're being responsive. Will keep you updated...