Aero Roofing

In regards to the complaint filed by [redacted] related to her in store purchase on May 2, 2016.I wish to set the matter straight and clarify what actually transpired with her purchasing repair partsover the counter. She had called for a replacement board on Thursday April 28, 2016 for her...

furnacemodel GMP100-3 serial 9408038387. At that time we called iohnstone supply the distributer ofGoodman Parts and were advised the replacement board was a L45-392 or a B108099135 which was anexact replacement board. We checked our stock and advised [redacted] that we had the replacement boardin stock. We also advised her that if sold over the counter the board was not returnable due to it beingan electrical part.On Monday a gentleman came to pick up the part not [redacted] at that time he also requested we sell him atransformer. I was in my office at that time and I came out of my office and advised him that the boardand transformer were not returnable for any reason. He paid for two parts a universal transformer for$46.20 and a L45-392 board for $134.86 with sale tax $193.73.On Tuesday we received a call first in the morning that we sold her the wrong board. At that time werecalled the supplier and were advised it was the right board. She said there was a problem with thewiring we checked and advised her to come and return the defective wiring and we would replace it. Iwas in a meeting all day but was also in contact with my office. Since she was yelling at my office staff Iadvised my office person to replace the board and wiring harness that also was not acceptable to her.On my return from my meeting I took the call from her and advised her that the replacement board wasat the office. I even stopped on my way in and picked up a original replacement board. Just to clarifyGoodman does not make control boards Texas Instrument and White Rodgers make the control boardsand the replacement is a L45-392. Once again that was not good enough, as she was screaming at me Ihung up the phone.Customers try constantly to fix their furnace’s we cannot sell parts over the counter without having a noreturn policy. They take it home try it and when it does not correct their problem they try to return it.We even offered her a service call at a reduced rate to install the board we sold her.To some up the complaint.1. Board L45-392 see enclosed from [redacted] clarifying the right board was selected.2. A gentleman picked up two parts not [redacted] she was advised on the phone the parts were nonreturnable.3. Apparently the universal transformer she purchased may have been the problem as they didnot want to return it.4. The person picking up the parts was advised of our return policy by me and the office staff.5. Not returnable for any reason he said he understood that.6. We offered her replacement of the board free of charge just to be nice but that was notacceptable as she probably found out it was not the board causing her problem.7. She claimed she had a HVAC service person out that night but she has no urgency to get thereplacement part to fix her furnace that we offered.We are in the service business we install these board’s in Goodman furnace without any problems.It’s when a person that knows very little about the furnace operation tries to make the repair ontheir own. Apparently the board was not the problem and now they try to make it my problem. Asstated before there will be no refund a replacement board is available.