***, The refund of $was processed through PayPal yesterday 8/1/2016, as promisedThe unique transaction ID is: [redacted] If you need any more information please let us know Thanks! Beau C***Director of SalesAPW Distributing, Inc
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 meSincerely, [redacted]
APW Distributing, Incregrets 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 customerOur business operates in the exact opposite fashionWe actually provide free pressure washer technical support to all people, even those who have not made a purchase with our companyWe 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 organizationAPW always does our best to help our customers in any way possibleAlso, we do guarantee our product offerings to be 100% without any manufacturer defectsUnfortunately, the issues with the returned pump are not covered under warranty, and the customer is extremely frustrated by thisWe understand the customer’s frustration, but the pump issues are physical damage and this kind of damage cannot be covered under manufacturer warrantyUnfortunately, [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 inspectionEven after these accusations, APW has still attempted to go above and beyond and offered a free repair kit, and free shipping back to the customerThis 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 $off of original purchase priceAs explained, we have attempted to resolve this issue in multiple ways, but the customer is frustrated and refuses to reason with APW in this situationWe cannot be certain about what may have taken place between the time that the pump was purchased, and the time that the customer reported to us that they are seeing a problem with the pressure output (the customer had possession of the pump for approximately month before any issues were reported to us)When APW actually received the returned pump, we were not able to test the pump on our pump test station due to physical damage on the pump water inlet areaWe are physically unable to connect a water source to the pump (it also arrived without the Garden Hose Inlet or Inlet Filter, which wouldhave come on the pump from the manufacturer)Since we could not hook up a water supply to the pump, we could not perform any actual pressure testingHowever, our Tech Support Supervisor (Beau Crain) did go on to physically inspect the Pump Head and found major physical damage to all of the Check Valves, located inside the water section of the pumpAlso, the pump no longer had theInlet or Inlet Filter Screen installed, and this type of valve damage that was found in the pump in question is common occurrence in situations where there is an absence of filtration and/or lack of proper water supply SUMMARY:There is no way for us to test the physically damaged/incomplete pump, and the customer refuses to take responsibility for the missing pump components such as the lack of Inlet Filter and Garden Hose Inlet, as well as physical damage to the Pump Head, and Check ValvesAs a courtesy, we have offered a free Check Valve Kit ($value), along with free return shipping ($value) of the damaged pump back to the customerWe also offered an alternate solution of a new pump at $off of the currently website price of $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 $off of a new pump (regular pump price is $329), or free Check Valve Kit ($value) along with free shipping of returning pump ($value).Please feel free to contact me directly with any other questions on this matterAPW Distributing, Incdoes record all calls for customer service purposes, and is happy to provide any/all records ofcommunication regarding customer correspondence, troubleshooting, and attempted resolution offeringsPlease let us know how we may assist further on this matter, as we would like to get this situation finalized/resolved in an amicable mannerThank you,Jason K***Service ManagerAPW Distributing, Inc[redacted]
[redacted] , I am sorry for the inconvenience you've had with this orderAt 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 todayThe original issue with the order was an address error which was corrected by sending out a second pumpThere 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/ 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 proceedAs far as the charges in question, I show that there was a refund performed on 5/upon us receiving the first pump back from UPSThis refund was for $111.20, and the remaining $was refunded upon us placing a corrected order on 5/30, and as such we collected the full amount of $againI 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]
Revdex.com: Sorry, I didn’t let you know, but at least 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] , Nebraska
Complaint: [redacted] I am rejecting this response because: I just checked my pay pal account and there is no credit from APWSince they told me they were going to credit my pay pal account $over a month ago, I won't believe it till I see the credit in my account!Sincerely, [redacted]
***, Thanks for contacting APW Distributing! We are sorry that you had issues with your UPS shipmentAs a courtesy we will refund you the $you have requested because of their errorIf you need anything else please let us know Thanks! Beau C***Director of SalesAPW Distributing, Inc
Hello, We have responded to [redacted] request this morningHe has been sent his refund information and a copy of the refund receipt via emailI also personally gave him his requested information via phoneWe are also working with Mr [redacted] to find a compatible part to replace his discontinued itemWe look forward to assisting him in the future! Beau C***Director of SalesAPW Distributing, Inc.888-279-
***, The refund of $was processed through PayPal yesterday 8/1/2016, as promisedThe unique transaction ID is: [redacted] If you need any more information please let us know Thanks! Beau C***Director of SalesAPW Distributing, Inc
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 meSincerely, [redacted]
APW Distributing, Incregrets 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 customerOur business operates in the exact opposite fashionWe actually provide free pressure washer technical support to all people, even those who have not made a purchase with our companyWe 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 organizationAPW always does our best to help our customers in any way possibleAlso, we do guarantee our product offerings to be 100% without any manufacturer defectsUnfortunately, the issues with the returned pump are not covered under warranty, and the customer is extremely frustrated by thisWe understand the customer’s frustration, but the pump issues are physical damage and this kind of damage cannot be covered under manufacturer warrantyUnfortunately, [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 inspectionEven after these accusations, APW has still attempted to go above and beyond and offered a free repair kit, and free shipping back to the customerThis 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 $off of original purchase priceAs explained, we have attempted to resolve this issue in multiple ways, but the customer is frustrated and refuses to reason with APW in this situationWe cannot be certain about what may have taken place between the time that the pump was purchased, and the time that the customer reported to us that they are seeing a problem with the pressure output (the customer had possession of the pump for approximately month before any issues were reported to us)When APW actually received the returned pump, we were not able to test the pump on our pump test station due to physical damage on the pump water inlet areaWe are physically unable to connect a water source to the pump (it also arrived without the Garden Hose Inlet or Inlet Filter, which wouldhave come on the pump from the manufacturer)Since we could not hook up a water supply to the pump, we could not perform any actual pressure testingHowever, our Tech Support Supervisor (Beau Crain) did go on to physically inspect the Pump Head and found major physical damage to all of the Check Valves, located inside the water section of the pumpAlso, the pump no longer had theInlet or Inlet Filter Screen installed, and this type of valve damage that was found in the pump in question is common occurrence in situations where there is an absence of filtration and/or lack of proper water supply SUMMARY:There is no way for us to test the physically damaged/incomplete pump, and the customer refuses to take responsibility for the missing pump components such as the lack of Inlet Filter and Garden Hose Inlet, as well as physical damage to the Pump Head, and Check ValvesAs a courtesy, we have offered a free Check Valve Kit ($value), along with free return shipping ($value) of the damaged pump back to the customerWe also offered an alternate solution of a new pump at $off of the currently website price of $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 $off of a new pump (regular pump price is $329), or free Check Valve Kit ($value) along with free shipping of returning pump ($value).Please feel free to contact me directly with any other questions on this matterAPW Distributing, Incdoes record all calls for customer service purposes, and is happy to provide any/all records ofcommunication regarding customer correspondence, troubleshooting, and attempted resolution offeringsPlease let us know how we may assist further on this matter, as we would like to get this situation finalized/resolved in an amicable mannerThank you,Jason K***Service ManagerAPW Distributing, Inc[redacted]
[redacted] , I am sorry for the inconvenience you've had with this orderAt 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 todayThe original issue with the order was an address error which was corrected by sending out a second pumpThere 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/ 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 proceedAs far as the charges in question, I show that there was a refund performed on 5/upon us receiving the first pump back from UPSThis refund was for $111.20, and the remaining $was refunded upon us placing a corrected order on 5/30, and as such we collected the full amount of $againI 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]
Revdex.com: Sorry, I didn’t let you know, but at least 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] , Nebraska
Complaint: [redacted] I am rejecting this response because: I just checked my pay pal account and there is no credit from APWSince they told me they were going to credit my pay pal account $over a month ago, I won't believe it till I see the credit in my account!Sincerely, [redacted]
***, Thanks for contacting APW Distributing! We are sorry that you had issues with your UPS shipmentAs a courtesy we will refund you the $you have requested because of their errorIf you need anything else please let us know Thanks! Beau C***Director of SalesAPW Distributing, Inc
Hello, We have responded to [redacted] request this morningHe has been sent his refund information and a copy of the refund receipt via emailI also personally gave him his requested information via phoneWe are also working with Mr [redacted] to find a compatible part to replace his discontinued itemWe look forward to assisting him in the future! Beau C***Director of SalesAPW Distributing, Inc.888-279-