American Surplus, Inc.

Initial Business Response /* (1000, 5, 2016/06/08) */
Trail Appliances sales person did make a mistake with regards to pricing, we did have advertising up with 10% off rebates however it was not posted on this particular productWith ***, we are simply an agent for their product, we do not own
the product and have no control over pricingWe are apologetic for the inconvenience this causedOur store manager was in contact with *** to see if there was anything further that could be done and *** agreed to refund the customers deposit without penalty(We have record of this email conversation) Afterwards *** was in contact with *** and *** agreed to sell him the fridge directly and apply the 10% discountThe conversation *** had with *** was Friday June 3rd, as far as we knew the situation was dealt with at that pointHis original deposit was applied to the direct purchase through ***, because of this there was no refund to process
This was resolved between our store manager, *** and our customer *** *** on June 3rd with *** receiving the fridge at the discounted price
Initial Consumer Rebuttal /* (3000, 7, 2016/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***

Initial Business Response /* (1000, 5, 2016/06/09) */
Customer called us for the issue that washer door wouldn't close properly and was leakingWe diagnosed the issue and ordered the parts accordinglyThe soap dispenser had to be replaced, as well as the hinges for the door and the spacer for the
doorThe issue for the door not closing has been resolved completelyThe leak continued afterwards, and we called our manufacturer tech line as we usually do, and they stated to replace the valves as wellDue to this inconvenience, I have offered to the customer two options: To have the valves replaced at our cost with no charge to install at all which will fix the washing machine; Because the washer still has a leak we will refund the amount of the soap dispenser, and the installation of the soap dispenserI also agreed to match pricing on the parts that were installed for the customer
At this point the customer has not come to a decision if she would like the refund or the repairThank you
Initial Consumer Rebuttal /* (3000, 7, 2016/06/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If they split the cost which is $for initial service call and $for other call that would be $refundI do have to purchase a new washer and dryer because the make and color is no longer availableMy initial call was washer leaking and I need new hingesI didn't need tech to tell me that the hinges needed replacingThey told me that the values were $for parts and they would give them to me at costNo guarantee my washer wouldn't leak after thatBottom line is my washer is still leaking!!! *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
The cost to replace both units after years is $*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***

Here we have a customer that purchased USED industrial fans from our *** *** ** location. The fans were delivered to *** via common carrier. The fans were tested for hour each in our warehouse and found in good working condition prior to shipping. All units
were placed in a custom made crate to protect the product as best possible. "see attachment DSCN1298.JPG" We then photographed prior to loading as our procedure. About week later the customer received the crate of fans. The customer pointed out that he felt were issues but never complained that the units did not workThe complaint was mainly that there were no on/off pull cords switches and he felt this was dangerous. First of all these are wall mount fans that are placed high in a warehouse out of reach We did not purchase them with pull cords "which is normal" nor did we describe in our quotation that he signed that they would come with any. Simply put...to turn them on and off you would need to plug and unplug the fan or connect them to an electrical breaker which is the norm. We sell these fans "used" condition as is where is for 50% off the price of new. We informed the customer that the terms and conditions that he signed on the order " a standard in the commercial industry" states that "he may return the units within days of receipt". The customer refuses to return the units but still wants a full refund for units that are in good working condition. For all we know he is using them as I type this letter. Perplexing as it sounds...that's the story in a nut shell.We have over 50,clients and will have been in business for years this January. We stand by our products and our terms. We will repair or replace or credit and non-working equipment but you must return the product to the company. This is a standard in most industries and always the standard in the Used Material Handling Industry*** ***President American Surplus Inc

Dear CustomerThe used fans sold to you are not dangerous or junk as you call them.  They are good used industrial wall mount fans sold in good working condition each tested at our warehouse.  We took extra steps to build a heavy duty crate to protect them as well for you. Your truck driver even signed for them in good condition on the bill of lading before we closed the lid.If you are not satisfied with them please use RA#[redacted] and return them for a full credit as per the terms and conditions you agreed to in the signed contract.  The companies terms are written in plain English right below your signature.  They have been the same for 25 years.The last thing ASI wants is an unhappy customer and with used equipment we understand that there may be a difference in opinion when it comes to the perception of value.  That is why we are always inviting customers to visit us and view the product...we also are "the only used material handling company that is willing to accept returns on used merchandise" however we can not pay shipping and handling costs as this would lead to expensive window shopping! This has been the ONLY complaint we have received over our used fans in the history of ASI.Thank you
[redacted]

I would like to return these junk fans and I have not received any email or instructions on how to return them. Attached is the email thread that I sent out without any replies! American Surplus needs to take full responsibility of selling unsafe fans and also pay the inbound and outbound shipping of  these unusable fans! 
Regards,
[redacted]