American HVAC Parts

Initial Business Response / [redacted] (1000, 10, 2015/09/02) */ Contact Name and Title: [redacted] Puchasing Contact Phone: XXXXXXXXXX ext Contact Email: [redacted] @americanhvacparts.com After speaking with this customer via telephone, we were able to clear up the miscommunication(s) that occurred as well address this customers concernsOur refund policy states refunds will not be issued until the item has been cleared by our warehouseThis process took a couple of extra days due to the large amount of mail being processed and thus caused concern for the customer however it was cleared and a refund issuedThe valuable feedback provided will enable us to further develop our customer service representatives to better assist our customer as well as revisit our refund policy for possible adjustmentsAll monies have been refunded to this customer as well as a gift card sent in appreciation of the feedback providedWe strive to create an excellent customer experience with all of our patrons and look forward to conducting further business with this customer Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/09/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) My money was refunded

I am rejecting this response because: Revdex.com, I am attaching two files showing my contact with American HVAC Parts as well as a screenshot showing their website listing on Google along with their phone number contact info My contact with them still has them wanting me to pay for returning their product that DOES NOT meet the description advertised asThe product was not used by myself as I knew right at opening the package/kit that at least part of it was not correct for my applicationTherefor the product is still in the same condition (I believe that being new) as when I first opened the package I've made [redacted] and American HVAC Parts aware that I simply want the product returned at their expense and for a 100% refund [redacted]

This customer reached out to us via our "Contact Us" formThis item was scheduled to ship directly from the manufacturerWhen the customer reached out to us regarding this order, we were concerned they had not received their order yet and followed up with the manufacturerManufacturer then informed us item was on back order fora approxanother weeks Customer was updated with this information and given the option to wait for back order or cancel orderCustomer chose to cancel order and refund was issued on 11/28/

This customer's e-mail was responded to and pending a response from the customerGiven that we do not offer phone support, we do not know who he talked to or where they are fromWe are currently waiting customers response to address their concern

This customer ordered SKU: [redacted] which, in his own screen shot shows is the replacement for "Replaces Flame Sensor Part Numbers: PIL40663-204470DB 204470EA 40663-40663-40663-Q3300AQ3300A8ZCARCAR40663002." The title of the part also states it is a direct replacement "OEM Factory Direct Replacement Flame Sensor And Spark Electrode Assembly (Armstrong)."He was sent the exact direct OEM replacement part# [redacted] Different color wires, same functioning part, it is the exact replacement as provided by ArmstrongWhat the customer ordered, is what the customer was sentNonetheless, we will make an exception to our return policy and return the electrical itemAn RMA will be issued for this customer and a refund will be issued upon receiving the product, new and unused, to our warehouse

[redacted] ***, Complaint # [redacted] On behalf of Americani-IVACParts,com, please accept our apology for any inconvenience you experienced in regards to your customer service experienceWe had multiple employees out on vacation and were working diligently to process all order and address any customer concernsThis order was placed on Saturday 9/17/at 6:00pm from ILOur websites states order placed before 3:00PM EST (12:00PM PST, 5:00PM CST) Monday- Friday will ship same daySeeing as this order was placed on a Saturday, it was processed the next business day which was Monday 9/19/The order shipped on 9/19/16, the next business day from date of order placement and was delivered on 9/21/Seeing as we were short staffed, we admittedly were backed up on e-mailsTwo e-mails were received on 9/21/within hours of each other and we responded the following day on 9/22/We provided the tracking information showing the order was received the previous dayWe appreciate your feedback and always aim to improve customer experience

Miriam: This customer placed her order via 2nd day air on 5/26/at 11:31amShe then e-mailed in to cancel her order at 12:56pm but the order had already shipped so it was too late to cancelOur Cancellation Policy States, “Provided the order has not shipped, all order cancellations are subject to a $feeIf the order has already been shipped and is cancelled or refused, shipping charges will not be refunded and the order will be subject to a 25% restocking fee upon arrival back to AmericanHVACparts.com.” Return shipping is at the expense of the customer, which is also noted on the websiteWe sent this customer a prepaid UPS label on 6/9/17, but the customer shipped it back via FedexWe sent the customer an RMA so she could return the itemsThe RMA clearly states there was a 25% restocking fee and our website states there are no refunds on original shipping feesSo we issued the refund minus 25% re-stocking fee and original shipping feesAfter she received her refund, she e-mailed back in unhappy about the refund amountOur website clearly states the cancellation and refund policies of our companyAs a courtesy to this customer, we have refunded the original shipping as well as the re-stocking fee to her card on 8/7/

Website pictures are generic picturesThe information listed on the webpage specifically states it replaces certain parts and it was this replacement that was sentNonetheless, an RMA was issued for this customer on 12/19/It was received to our warehouse and processed on 12/27/and 12/29/ A refund was issued for this order on 12/26/It will post to the customers account as soon as the banks process it, usually business days

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.Resolution (returning incorrect parts free of charge) is acceptable, however note that the part sent was not what was ordered. Advertised was a factory direct OEM replacement part, but as CLEARLY indicated by the pictures was NOT what was received. It's not about wrong wire colors, part received was a 4" flame rod, not the electrode and flame sensor shown on their website picture. Americanhvacparts.com needs to review the actual pictures of the parts instead of the part numbers only to see that wrong parts were sent

Orders are typically packed and put on a truck within 30-60minutes of coming in during business hoursOnce item is on the truck it is considered shipped and as such it was too late to cancel this orderCustomer e-mailed in about the shipping error with the motorAn RMA was issued, customer
sent the motor back, and a full refund was issued to this customer on 2/2/ Thank you, American HVC Parts

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

Response: This order was already refunded in full on 8/21/This was the next business day after receiving e-mail from customer requesting to cancel orderWill post to his account in next day or two, depending on his bank Thank you,American HVC Parts

Customers order came in just before the Thanksgiving Weekend and as such shipped after itCustomer was informed items would take a few days to manufacture and shipE-mails are processed in the order they are receivedA multitude of e-mails were received from customer on 11/and 11/Once we
got to these e-mails, we responded on 11/with tracking informationTracking information was not fakeA simple copy/paste error was made showing the wrong location delivery point, which was corrected with the next e-mail for the customerWe do not have a fake number listedWe no longer have a phone number listed on our website at all as we no longer offer phone supportUPS shows this order was delivered on 12/4/

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12219909, and find that this resolution is satisfactory to me

On the shipping and delivery page of our website, it is clearly stated additional shipping charges may occur based on the dimensions of an itemDue to the large size of the item the customer purchased, UPS was charging $to ship 3-day and $to ship groundWe informed the
customer of the option to pay for the difference in shipping costs or cancel orderCustomer wasn't satisfied with the two optionsAs an exception, we did not charge any additional shipping and still shipped the item to the customerTotal shipping amounted to $meaning we took a loss due to the cost of shipping this orderThe customer received their order for just $shipping rather than the actual $shipping costs

Customer did not get phone number from our website as we do not have any phone numbers listed on our websiteWe do not offer phone support anymore, only e-mailWe reached out to this customer a couple of times and didn’t receive replies as to what the error with the part wasWe sent additional
installation assistance information for the customer to give their technician to help with installationWe sent a total of e-mails in attempt to work with this customer regarding the part received, providing additional information, and requesting additional information from customer if installation instructions did not helpWe stopped receiving answers after e-mails and have not heard back from customer sinceWe need customer to respond to our e-mails in order to get a return going and processed

On behalf of AmericanHVACParts.com, please accept our apology for any inconvenience you experienced in regards to your customer service experience. E-mail responses were sent to this customer on 10/7/16, 10/11/16, and 10/12/regarding her shipmentAs an online company, we have gone digital
and no longer offer phone customer support so all communication is through e-mailE-mails are processed as quickly as possibleThis order was received after hours on 10/3/and processed on 10/4/It was shipped on 10/6/We later learned there was an error in shipping and this customer product was sent to another customers addressThis was noticed on 10/10/and we immediately shipped another product out to this customer for her to receive as soon as possibleThe customer received her order on 10/12/All of this information was shared with the customer. We appreciate your feedback and always aim to improve customer experience

Initial Business Response /* (1000, 5, 2015/11/27) */
Contact Name and Title: [redacted] M., Puchasing
Contact Phone: XXXXXXXXXX [redacted]
Contact Email: [redacted]@americanhvacparts.com
This letter is in response to Complaint ID #XXXXXXXX. The customer ordered part# PRSXXXXXXXX A Coleman, York...

Furnace Pressure switch. This is what the customer was provided. The part has been updated in look by York, which is why it did not match the picture shown on the website however the functionality is the same. The update included a change to the part number.
The customer ordered 2 day shipping. However, the customer placed the order at 2:56pm and our cut off for same day shipping is 12:00pm so the order was not processed until the following day. The order shipped on Thursday 11/12/15. Thursday to Friday is 1 day. UPS does not offer Saturday delivery without extra charges and we do not offer Saturday delivery. There for Monday 11/16/15 is Day 2, which is when the product was delivered. The order was shipped correctly and delivered with 2-Day shipping.
We have followed up with our customer service representative about wrong information given and would appreciate further information from the customer regarding this as our customer service representative does not recall having left the customer with any questions or concerns. We would appreciate the opportunity to build upon our customer service department for future orders.
Due to the confusion and misunderstandings the customer faced with the part and shipping information, we are willing to make an exception to multiple policies and offer the customer a refund once the items have been returned to us. An e-mail with return information will be e-mailed to the customer on Monday, when our warehouses open the appropriate information can be generated.
We appreciate the opportunity to learn where we can develop. We value our customers and take their concerns seriously to improve our business and customer service models.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like them to make sure how much I will get refund since they inform me wrong about shipping also they try not to take responsibility on wrong information.
I want them to write what I will get refund to be sure.
I can't trust this company at all because of what happened and what they told me when I make phone call to them.
I want them to guide me what I need to do to return this item also I want them to make sure I get 2 day shipping charge.
They should change their advertisement since it's false advertisement.
Which 100% no hassle return, 110% lowest price guarantee.
Final Consumer Response /* (3000, 11, 2015/12/17) */
Dear [redacted].
They haven't contact me back every since they contact through you guys once.
Issue never been resolved.
I'm still waiting for them to contact me and guide me what to do to return what I bought to get refund.
Also they inform me wrong about 2 day shipping, since they gave me wrong information I would like to get money back on shipping charge as well.
They are trying to say I bought it after 3pm ET but I called them to make sure to get it in 2 days, I have spoke to person who works there told me that I should be able to get it by Friday, otherwise I wouldn't order it through them.
They sent me something that You can buy it for under $35 on other online stores and trying to say one that I got is replacement of what I have ordered.
I went to their FB page and saw other people have same complaint as I do, this is bad company that you don't want to back up for sure.
Please let me know what I can do to make things right.
Thanks for checking up on me.
-[redacted]-

I am rejecting this response...

because:
Revdex.com,
I am attaching two files showing my contact with American HVAC Parts as well as a screenshot showing their website listing on Google along with their phone number contact info.
My contact with them still has them wanting me to pay for returning their product that DOES NOT meet the description advertised as. The product was not used by myself as I knew right at opening the package/kit that at least part of it was not correct for my application. Therefor the product is still in the same condition (I believe that being new) as when I first opened the package.
I've made [redacted] and American HVAC Parts aware that I simply want the product returned at their expense and for a 100% refund.
[redacted]

Customer requested return on an electrical item. As stated in our return policy, we do not accept returns on electrical items. Customer was reminded of this and shown policy on website. After further communication with the customer, an exception to the return policy was approved. RMA was issued...

today and refund will be issued once item has been returned to warehouse, new and unused.