APW Distributing, Inc

***,
We appreciate your business and I am terribly sorry for the delay in receiving your itemI have researched your original order in our system and it appears to be a glitch in our processing system that has caused this to not shipI am researching this further and I will address it with
the company that has designed our internal systemI have put in a new order for the item you purchased and it will be shipped out to you USPS Priority when our warehouse opens TuesdayI have attached a copy of the new sales order for your reviewPlease feel free to contact me with any questions that you have
Thanks!
Beau C***Director of SalesAPW Distributing, Inc.Direct: 503-278-

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

APW Distributing, Incis an independent replacement partsdealer, and we have been in business since We offer free technicalsupport to all, and always do our best to help our customers with hard to findequipmentThe customer’s pressure washer model is no longer supported by themanufacturer,
and even with our best effort, we were unable to help thecustomer in this extremely rare case After the customer purchased the recommended replacement gun(this was our error) and found that their existing hose would not connect, wegave the customer a new hose at no charge (customer was only charged forfreight)This complimentary hose is used for nearly every electric pressurewasher model in the marketIt is made to universally fit 99% of pressure washers,but evidentially does not fit the discontinued McCulloch modelIt is nowunderstood that this McCulloch model used a non-standard size hose inlet, andthis is the main source for the customer’s frustration (and our inability tomatch it with any available size hose in the marketplace)We did do everythingthat we could to figure out why the universal hose would not work with theirmodel, but with no successTo clarify, the gun that was sold to the customerhas not been discontinued, and is excellent quality/grade regarding electricpressure washer gunsThey have not been discontinued because of poorquality/breaking easily….and these are actually two of our top selling items.However, since the offered hose does not seem to work for the customer’s model,APW is willing to offer a refund for the customer’s purchaseWe will be intouch with the customer during business hours, and will process therefund for this customer. Regards, Jason K***Service ManagerAPW Distributing, Inc.***

Hello,
Normally a situation like this would fall under the manufacturers warranty and the item would only be able to be sent in for repair or replacementThis was communicated to Mr *** multiple times over the phone and we made every attempt to help him with a warranty claim of this item, per our returns / warranty policyAs a courtesy we did agree to accept the pump as a return and salvage the itemMr *** has since returned the pump and his refund was processed the business day following inspection of the itemI have personally spoke with Mr *** on the phone regarding his refund and sent proof of this transaction to him via emailMr *** has also confirmed receipt of this email verbally with meThis matter has been resolved with the customer and we have reached a satisfactory resolution.
Thanks!
Beau C***Director of SalesAPW Distributing, Inc.Direct: ***

As a courtesy, APW Distributing will gladly refund the $shipping and handling for this customer’s situationWe always try our best to provide 100% customer satisfaction, and also offer free technical support for anyone with pressure washer questionsThe is rated up to 4,PSI, and
the is rated to 3,PSI (actual burst pressure is typically double the stated ratings)The Simpson MSHpressure washer does not have an actual output pressure of more than 3,PSI, but the manufacturers offer inflated expectations of output pressure for marketing purposes, and show a 3,PSI sticker rating on the frameThis information was explained to Mr*** during the call, and Mr*** thanked our tech support rep for all of the assistance and knowledge on the subject of pressure washers/ratings, in generalIt appeared that the customer exited the call with the understanding of the inflated OEM ratings, and was a satisfied with his dealings with APWHowever, the customer apparently changed his mind on the purchase, and returned both products for a refundLater, the customer then called back and spoke with the tech services supervisor about attempting to get an additional refund for shipping and handling ($15) but did not explain the situation/reason why he expected an additional refund to the tech services supervisor…only stated that he wanted the shipping and handling refundedOur general return policy explains that shipping charges cannot be refunded in the event that a customer wishes to return an itemThis policy assumes that the customer has simply changed their mind about a purchase and is not related to if APW Distributing makes an error in shipping or any sort of error on the company’s partOf course, it would be APW Distributing’s responsibility to offer a full refund in the event that a company error was madeIf a customer feels that our company has made an error, we would need to have communication from the customer on the situation/details and why they feel that we would made an error so that we may address in the proper mannerWe are confused why a Revdex.com complaint was then opened, as we would have been happy to refund the $shipping if the customer would have explained why he felt that we should make an exception to our return policy, but unfortunately, this did not take place.Summary:* The website does NOT state that & are OEM parts for the MSHmodel* The tech support rep did NOT instruct the customer to return the or The tech support rep stated that these would work perfectly with the customer’s MSHpressure washer, but the customer always has the choice to return any new/unused items to us within days of purchase if they change their mind on the purchase.* APW cannot be responsible for return shipping charges if a customer changes their mind on a purchaseHowever, if APW makes a shipping error, we would be 100% responsible for return shipping charges on the item(s) shipped in errorWe are sorry that the customer is confused by our return policy, as we always try our hardest to make things clear for all company policies.* This situation is unfortunate, as the customer appeared to be satisfied with his initial purchase once he spoke with our tech support rep and was educated on how OEMs set their pressure ratings for marketing purposesHowever, since the customer is not actually satisfied and was confused about our policies, we will refund the customer $for his shipping and handlingWe will submit the refund, and it may take up to 5-business days to show up on the customer’s statement, depending on his banking institution

Mr***,I apologize for the delay in response and the error on our behaveWe will gladly refund $back to your purchase cardMy sincerest apologies for the misinformation and the inconvenience because of this mistake, and if we can earn your future business we certainly want to.Thank you,
Billy C***

Revdex.com:I am waiting for the company to call me back as stated on their response to my complaintIf the business gives me a full refund including my shipping costs which totaled ($50.02) I will retract this complaint.I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Sincerely, *** ***

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

Hello,
We contacted Mr*** again after we received this Revdex.com complaint, and to resolve the situationMr*** is satisfied with our service, and will be returning the pump so that he may receive a credit back to his credit card once the pump arrives at our warehouse facilityOur policy is
that we would need to first see/test the item to ensure that the pressure issue is actually being caused by the pump itself (in these situations, the pressure issue is usually caused by another pressure washer component versus the new pump that has been pre-tested at the factory for manufacturer defects)In the rare case that the pump is found to be defective, we would happily replace the item under the manufacturer's warrantyHowever, we are pleased to make an exception for Mr*** in this case and immediately credit back his credit card once the pump arrives at our facilityMr*** has since gone ahead and replaced his entire pressure washer at this point, so we have no problem making this exception for himOur goal is 100% customer satisfactionIf anyone has any questions/concerns about this situation, please feel free to contact me at any time
Thank you,
Jason K***
Director of Sales
APW Distributing, Inc
503-278-

ComplaintI am rejecting this response because:like I said before, I sensed a reluctance to refund my money for the faulty pumpMrBeau may have said I'd have to send it back to the manufacturer but I don't recall that, plus I bought it from his company and I think they should handle any problems instead of pawning it off to their sourceThat doesn't happen at car dealerships or WalmartI paid for the postage which I believe they should have paidI didn't press the issue because I thot he might choose to not give me any refund. Sincerely,*** ***

[redacted], I am sorry for the inconvenience you've had with this order. At our last contact we had discussed sending out another pump at no cost to you and I have a current order in the system as of 6/9, set to be picked up by UPS today. The original issue with the order was an address error which...

was corrected by sending out a second pump. There was unfortunately an issue the the carrier on the pump sent and upon contact with us we immediately corrected it by the order mentioned above on 6/9.  I will be in contact with you through this process, but at this time we will need to wait for the package to receive tracking information before we can proceed. As far as the charges in question, I show that there was a refund performed on 5/24 upon us receiving the first pump back from UPS. This refund was for $111.20, and the remaining $27.80 was refunded upon us placing a corrected order on 5/30, and as such we collected the full amount of $139 again. I am sorry for the confusion and frustration this order has caused, but we have corrected the order by sending a follow up replacement pump, and if there is anything further we can do to assist feel free to contact me back directly.  Thank you,Billy C[redacted]

[redacted],
The refund of $10.00 was processed through PayPal yesterday 8/1/2016, as promised. The unique transaction ID is: [redacted]. If you need any more information please let us know.
Thanks!
Beau C[redacted]Director of SalesAPW Distributing, Inc.

[redacted],
Thanks for contacting APW Distributing. We are processing a return for the thermal valve that you purchased. There is no need to return the item. I have sent your information to our accounting department and you will receive an email tomorrow with the transaction details. If you need...

anything else please let us know.
Thanks!
Beau C[redacted]Director of SalesAPW Distributing, Inc.

Revdex.com:
Sorry, I didn’t let you know, but at least 3 days after the complaint I received my product in the mail.  I want to thank you so very much for your help, I really appreciated it very much.  Again, I am sorry for this inconvenience. 
 
[redacted]
[redacted], Nebraska

APW Distributing, Inc. regrets that [redacted] feels that we do not stand behind the products that we sell, and the suggestion that once we are paid on the sale, we would choose to turn our back on our customer. Our business operates in the exact opposite fashion. We actually provide free...

pressure washer technical support to all people, even those who have not made a purchase with our company. We are not a product manufacturer, but we have been in the pressure washer business since 1986, have an excellent history of satisfied clients, and an A+ rating by the Revdex.com organization. APW always does our best to help our customers in any way possible. Also, we do guarantee our product offerings to be 100% without any manufacturer defects. Unfortunately, the issues with the returned pump are not covered under warranty, and the customer is extremely frustrated by this. We understand the customer’s frustration, but the pump issues are physical damage and this kind of damage cannot be covered under manufacturer warranty. Unfortunately, [redacted] is also stating that APW is being unethical, with comments that the returned pump was not in stated condition when sent back to APW for inspection. Even after these false accusations, APW has still attempted to go above and beyond and offered a free repair kit, and free shipping back to the customer. This was a courtesy that we have attempted to extend to the customer, along with an option for the customer to purchase another new replacement pump at $200 off of original purchase price. As explained, we have attempted to resolve this issue in multiple ways, but the customer is frustrated and refuses to reason with APW in this situation. We cannot be certain about what may have taken place between the time that the pump was purchased, and the time that the customer reported to us that they are seeing a problem with the pressure output (the customer had possession of the pump for approximately 1 month before any issues were reported to us). When APW actually received the returned pump, we were not able to test the pump on our pump test station due to physical damage on the pump water inlet area. We are physically unable to connect a water source to the pump (it also arrived without the Garden Hose Inlet or Inlet Filter, which wouldhave come on the pump from the manufacturer). Since we could not hook up a water supply to the pump, we could not perform any actual pressure testing. However, our Tech Support Supervisor (Beau Crain) did go on to physically inspect the Pump Head and found major physical damage to all of the Check Valves, located inside the water section of the pump. Also, the pump no longer had theInlet or Inlet Filter Screen installed, and this type of valve damage that was found in the pump in question is common occurrence in situations where there is an absence of filtration and/or lack of proper water supply.  SUMMARY:There is no way for us to test the physically damaged/incomplete pump, and the customer refuses to take responsibility for the missing pump components such as the lack of Inlet Filter and Garden Hose Inlet, as well as physical damage to the Pump Head, and Check Valves. As a courtesy, we have offered a free Check Valve Kit ($35 value), along with free return shipping ($25 value) of the damaged pump back to the customer. We also offered an alternate solution of a new pump at $200 off of the currently website price of $329. However, the customer is demanding a product refund and refuses to accept any of the solutions that we have offered. ·  The issues with the pump are physical damage and not caused by APW Distributing, Inc.·  Physical damages cannot be covered under manufacturer warranty ·  We are unable to refund the customer for the original purchase under these circumstances·  We are unable to replace the pump at no charge under these circumstances We hope to be able to resolve this with the customer, and our offer still stands for $200 off of a new pump (regular pump price is $329), or free Check Valve Kit ($35 value) along with free shipping of returning pump ($25 value).Please feel free to contact me directly with any other questions on this matter. APW Distributing, Inc. does record all calls for customer service purposes, and is happy to provide any/all records ofcommunication regarding customer correspondence, troubleshooting, and attempted resolution offerings. Please let us know how we may assist further on this matter, as we would like to get this situation finalized/resolved in an amicable manner. Thank you,Jason K[redacted]Service ManagerAPW Distributing, Inc.[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]

Hello,
We have responded to [redacted] request this morning. He has been sent his refund information and a copy of the refund receipt via email. I also personally gave him his requested information via phone. We are also working with Mr. [redacted] to find a compatible part to replace his...

discontinued item. We look forward to assisting him in the future!
Beau C[redacted]Director of SalesAPW Distributing, Inc.888-279-9274

[redacted],
Thanks for contacting APW Distributing! We are sorry that you had issues with your UPS shipment. As a courtesy we will refund you the $10.00 you have requested because of their error. If you need anything else please let us know.
Thanks!
Beau C[redacted]Director of SalesAPW Distributing, Inc

Complaint: [redacted]I am rejecting this response because: I just checked my pay pal account and there is no credit from APW. Since they told me they were going to credit my pay pal account $10.00 over a month ago, I won't believe it till I see the credit in my account!Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: 
I had filled a complaint with you (Revdex.com) case #[redacted]. It seemed that most of my issues were resolved but I never received my refund. Mr. C[redacted] told me today that a refund was issued 04-18-16 but it has not come into my acct yet. Since the pump was faulty, I don't think I should have had to pay return postage but $157.41 is what I paid. He claimed that he was doing me a favor for not charging me a re-stocking fee. I didn't want to fight for the postage since I know he has the authority to block my refund so I accepted the initial cost to be refunded. Please don't contact him or the company until I request it. Sincerely,[redacted]