Mr. [redacted] purchased and appliance package 10/14/2015 at which time he was given the specifications for each product that was purchased. When we visited the home to install on 11/7, we reviewed the space and the duct/electrical location to determine the feasibility of the hood working...
in the space. The duct location was not correct to the manufacturer's specifications and we were unable to install. The box was opened to gather detailed measurements of the duct cover. Normally, in this type of situation, the customer's contractor would move the duct to the correct location so that the installation could be completed. Mr. [redacted] wanted to return the hood but posted on every invoice (see attachment), all approved returns are subject to a minimum restocking fee of 25%. We advised him that if he reselected another hood, we would charge the minimum restocking fee of 25% but if he chose to return and not reselect, we would charge a 50% restocking fee. We provided the product that the customer selected and because of issues outside of our control, the unit would not work in the space as is. This was no fault of our own.
To the best of my knowledge, the range hood in question is installed in the customer's home and the duct was moved to accommodate this unit. If this is not true, I would like the customer to contact me directly to work out a solution, [redacted] mobile. However, the customer has a good point regarding the installation. Being that we never returned to complete the installation (I assume this was completed by the contractor), we should issue a refund. The customer was charged $349 to install two hoods. Being that the hood in questions was the more complicated installation, I am willing to issue the customer a $200 credit plus 9.5% sales tax equaling $219.00 to resolve the issue. However, for us to proceed on the refund, the customer must drop the credit card dispute that is ongoing in the amount of $1200 and the Revdex.com complaint.
We will refund the $200 + TAX = $219 CREDIT. The customer is not answering the question, is the Zephyr Savona Chimney hood (ZSAM90CS) $729 installed in his house or not? If it is installed in his house, then he should not expect a refund. If the hood is in the box (opened or unopened), I will take it back and only charge our minimum restocking fee of 25%. $729 - 25% restocking fee = $546.95 + TAX = $598.91 CREDIT pending our delivery team picking it up and inspecting the unit for all parts, manuals, etc. Furthermore, since [redacted] has made his purchase, we have changed credit card processing companies. I will need him to call me to initiate either or both credits depending on the answer of the whether or not the hood is installed. My contact phone numbers are [redacted] mobile or 425.885.0000 x [redacted] office.
Thanks,
Luke C[redacted]
Complaint: [redacted]I am rejecting this response because:1) I tried contacting the person two times, but I didn't hear back.2) He agreed to refund the install, which wasn't performed, but he is putting conditions on that refund also. I don't think there should a if-but on this part of the dispute. They need to refund that money right away.3) I offered to buy replacement hood at beginning but the price was more than retail price, even when I showed then the replacement being readily available at lower price everywhere else. Originally they were more than happy to match other's prices to get the deal, but at this point they felt they have upper hand and can charge what ever.Thanks,[redacted].
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Mr. [redacted] purchased and appliance package 10/14/2015 at which time he was given the specifications for each product that was purchased. When we visited the home to install on 11/7, we reviewed the space and the duct/electrical location to determine the feasibility of the hood working...
in the space. The duct location was not correct to the manufacturer's specifications and we were unable to install. The box was opened to gather detailed measurements of the duct cover. Normally, in this type of situation, the customer's contractor would move the duct to the correct location so that the installation could be completed. Mr. [redacted] wanted to return the hood but posted on every invoice (see attachment), all approved returns are subject to a minimum restocking fee of 25%. We advised him that if he reselected another hood, we would charge the minimum restocking fee of 25% but if he chose to return and not reselect, we would charge a 50% restocking fee. We provided the product that the customer selected and because of issues outside of our control, the unit would not work in the space as is. This was no fault of our own.
To the best of my knowledge, the range hood in question is installed in the customer's home and the duct was moved to accommodate this unit. If this is not true, I would like the customer to contact me directly to work out a solution, [redacted] mobile. However, the customer has a good point regarding the installation. Being that we never returned to complete the installation (I assume this was completed by the contractor), we should issue a refund. The customer was charged $349 to install two hoods. Being that the hood in questions was the more complicated installation, I am willing to issue the customer a $200 credit plus 9.5% sales tax equaling $219.00 to resolve the issue. However, for us to proceed on the refund, the customer must drop the credit card dispute that is ongoing in the amount of $1200 and the Revdex.com complaint.
All the best,
Luke C[redacted], Sales Manager
We will refund the $200 + TAX = $219 CREDIT. The customer is not answering the question, is the Zephyr Savona Chimney hood (ZSAM90CS) $729 installed in his house or not? If it is installed in his house, then he should not expect a refund. If the hood is in the box (opened or unopened), I will take it back and only charge our minimum restocking fee of 25%. $729 - 25% restocking fee = $546.95 + TAX = $598.91 CREDIT pending our delivery team picking it up and inspecting the unit for all parts, manuals, etc. Furthermore, since [redacted] has made his purchase, we have changed credit card processing companies. I will need him to call me to initiate either or both credits depending on the answer of the whether or not the hood is installed. My contact phone numbers are [redacted] mobile or 425.885.0000 x [redacted] office.
Thanks,
Luke C[redacted]
Complaint: [redacted]I am rejecting this response because:1) I tried contacting the person two times, but I didn't hear back.2) He agreed to refund the install, which wasn't performed, but he is putting conditions on that refund also. I don't think there should a if-but on this part of the dispute. They need to refund that money right away.3) I offered to buy replacement hood at beginning but the price was more than retail price, even when I showed then the replacement being readily available at lower price everywhere else. Originally they were more than happy to match other's prices to get the deal, but at this point they felt they have upper hand and can charge what ever.Thanks,[redacted].
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
My extended warranty department will be calling the customer and offering a full refund. I am sorry for the trouble. Thanks.