American HVAC Parts

Initial Business Response /* (1000, 10, 2015/09/02) */
Contact Name and Title: [redacted] Puchasing
Contact Phone: XXXXXXXXXX ext.5236
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 concerns. Our refund policy states refunds will not be issued until the item has been cleared by our warehouse. This 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 issued. The 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 adjustments. All monies have been refunded to this customer as well as a gift card sent in appreciation of the feedback provided. We 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 /* (2000, 12, 2015/09/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My money was refunded.

This customer reached out to us via our "Contact Us" form. This item was scheduled to ship directly from the manufacturer. When the customer reached out to us regarding this order, we were concerned they had not received their order yet and followed up with the manufacturer. Manufacturer then...

informed us item was on back order fora approx. another 2 weeks.  Customer was updated with this information and given the option to wait for back order or cancel order. Customer chose to cancel order and refund was issued on 11/28/17.

This customer's e-mail was responded to and pending a response from the customer. Given that we do not offer phone support, we do not know who he talked to or where they are from. We 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: PIL46631 40663-002 40663002 204470DB 204470EA 40663-2 406632 40663-001 40663-1 406631 Q3300A1017 Q3300A1009 8Z2100 CAR40633001 CAR40663002." 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 Armstrong. What the customer ordered, is what the customer was sent. Nonetheless, we will make an exception to our return policy and return the electrical item. An RMA will be issued for this customer and a refund will be issued upon receiving the product, new and unused, to our warehouse.

Website pictures are generic pictures. The information listed on the webpage specifically states it replaces certain parts and it was this replacement that was sent. Nonetheless, an RMA was issued for this customer on 12/19/17. It was received to our warehouse and processed on 12/27/17 and 12/29/17....

A refund was issued for this order on 12/26/17. It will post to the customers account as soon as the banks process it, usually 3 business days.

The customer sent in an e-mail and we reviewed the order for any errors and updates with UPS as well. Customer was provided tracking# for a missing item which had already shipped and was pending delivery from UPS. Customer order QTY 2 of a different item and only 1 was sent in error. The second was...

shipped out same day this was discovered and customer was sent the tracking information for this item. Item is scheduled to arrive in a couple of days.

Miriam: This customer placed her order via 2nd day air on 5/26/17 at 11:31am. She then e-mailed in to cancel her order at 12:56pm but the order had already shipped so it was too late to cancel. Our Cancellation Policy States, “Provided the order has not shipped, all order cancellations are subject...

to a $20.00 fee. If 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 website. We sent this customer a prepaid UPS label on 6/9/17, but the customer shipped it back via Fedex. We sent the customer an RMA so she could return the items. The RMA clearly states there was a 25% restocking fee and our website states there are no refunds on original shipping fees. So we issued the refund minus 25% re-stocking fee and original shipping fees. After she received her refund, she e-mailed back in unhappy about the refund amount. Our website clearly states the cancellation and refund policies of our company. As a courtesy to this customer, we have refunded the original shipping as well as the re-stocking fee to her card on 8/7/17.

[redacted], Complaint # [redacted] On behalf of Americani-IVACParts,com, please accept our apology for any inconvenience you experienced in regards to your customer service experience. We had multiple employees out on vacation and were working diligently to process all order and address any customer...

concerns. This order was placed on Saturday 9/17/16 at 6:00pm from IL. Our websites states order placed before 3:00PM EST (12:00PM PST, 5:00PM CST) Monday- Friday will ship same day. Seeing as this order was placed on a Saturday, it was processed the next business day which was Monday 9/19/16. The order shipped on 9/19/16, the next business day from date of order placement and was delivered on 9/21/16. Seeing as we were short staffed, we admittedly were backed up on e-mails. Two e-mails were received on 9/21/16 within 3 hours of each other and we responded the following day on 9/22/16. We provided the tracking information showing the order was received the previous day. 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. We reached out to the customer and left a voicemail. When...

the customer called back, it was our lunch time and we came back to a message informing us he would be out of the office for the next 10 days. An e-mail has also been sent to the customer to follow up with his concern.
On 11/12/15 the customer placed an order for (2) ZON13AXXXXX. White Rodgers no longer produces this part and using our Vendor for Cross-reference information we supplied the customer with its' functional replacement. The customer called in stating the part was incorrect. Based on all the information available, the customer service representative who spoke to the customer upheld our return policy and informed the customer the part ordered was correct.
To address the customers concern of "bait-and-switch," at no time did our company ever intentionally offered a customer incorrect parts or information. After the conversation with this customer, our customer service representative forwarded the concern to me and I conduct further investigation on the part. My findings were that our vendor's information was not correct for the cross-reference provided as the measurements were 1/4" different from the original part. In order to find out more information, I contacted white Rogers directly via their website. White Rodgers provides a page with the cross reference information. The Honeywell part is the replacement for the White Rodgers. This information can be viewed directly on the White Rodgers site.The information found was a different replacement part that matched the measurements the customer was looking for. White Rodgers offered the Honeywell replacement part information with the correct measurements. We have since updated our internal ordering system to reflect this adjustment and misinformation from our vendor.
Based on the findings, we will be issuing the customer a full refund and requesting for the parts to be returned to us. A prepaid shipping label will be e-mailed to the customer for this. We apologize for any inconvenience and would like to stress the fact the customer was not intentionally sent the wrong part size nor intentionally mislead with information. We value our customers and take their concerns seriously to improve our business and customer service models.