I received your email notifying me of a complaint against Menyhart Plumbing & Heating Supply filed by our customer Mr. [redacted] January 11, 2017. As a family business that has been here in business since 1928, I believe that we...
take these matters a little more seriously than perhaps a larger company and/or corporation might. So now I would like to take this opportunity to reply and respond to this complaint because we definitely try very hard to avoid having any unhappy customers.
I will confirm that Mr. A[redacted] did purchase a furnace gas valve from Menyhart Plumbing & Heating Supply as stated in his complaint, but the rest of Mr. A[redacted]’s complaint is not entirely accurate or true so I will explain the facts. I don’t have the exact date of sale, but shortly after purchasing the gas valve, Mr. A[redacted] stated that he called Menyhart Plumbing & Heating Supply complaining of a defective gas valve and wanting to return it for a refund. As is always the case with all electrical products, he was told that returning this gas valve for a refund isn’t an option since our policy is No Return on Electrical. This is also clearly stated at the bottom of all of our invoices.
At this point, Mr A[redacted] called his plumber named Bob. Mr. A[redacted] incorrectly stated in his complaint that Menyhart Plumbing called Bob, but that is false because we do not have any contact information for Bob nor would we have had any reason for contacting him. Ironically, Bob does happen to be a cash customer of Menyhart Pluming & Heating Supply, but does not have an account with us as Mr. A[redacted] also incorrectly stated in his complaint. What actually did happen was that after Bob talked with Mr. A[redacted], Bob then called our store and talked with John, who is our HVAC Specialist. Bob explained to John that this guy named Mr A[redacted] had called him regarding his furnace and gas valve that he purchased from us which was supposedly leaking gas. Since we didn’t have any contact information for Mr. A[redacted], John told Bob to please let Mr.A[redacted] know that he should stop back here to our store with the gas valve and his receipt so that we could exchange his gas valve for him under warranty. After John’s conversation with Bob, we never heard from Bob again regarding this matter or from Mr. A[redacted]. In his complaint, Mr. A[redacted] stated that he tried calling John and was placed on hold for 20 minutes. That seems like a pretty excessive time to wait on hold, but unfortunately, I cannot confirm whether that is true or false. But instead of only calling John, Mr. A[redacted] should have just stopped down here to our store and we would have exchanged the gas valve for him and had this situation resolved. I’m really not sure why he didn’t come back to our store, especially, if he was placed on hold for as hold as he claims.
Last Tuesday, January 17th, Mr. A[redacted] did finally come back here to our store with his gas valve and receipt and asked for a refund. We explained our policy regarding electrical parts to Mr. A[redacted] and even pointed out that this policy was also stated and even circled on the bottom of his sales receipt. We offered to exchange his gas valve for Mr. A[redacted] as John had told Bob that we would do for him if he stopped back to our store. This was not satisfactory to Mr. A[redacted] and he informed us that he already had paid someone else to fix his furnace and now just wanted a refund for this gas valve. Once again, we reminded Mr. A[redacted] about our policy, asked why he didn’t just stop back to our store days ago when he started having trouble with this gas valve and again offered that we would be willing to exchange the gas valve for him. At this point, he started accusing us of “playing games” and switching our story. I explained to him that he was wrong because nothing changed on our end during this entire time, all he had to do was bring the gas valve back with his receipt and the situation would have been resolved days ago.
At this point, the only solution that Menyhart Plumbing & Heating Supply can offer Mr. A[redacted] is what we have said both directly to him and to his plumber Bob and that is that we can exchange this gas valve for him. Having extra parts on hand for a furnace is never a bad thing and many people, including myself, also keep extra parts next to my furnace in case they are ever needed at an inconvenient time. If Mr. A[redacted] would like to stop back here to our store, we will gladly exchange his gas valve for him. It is his choice what he would like to do.
Peter M[redacted]peter@[redacted]Attachments4:01 PM (22 hours ago)to me Hi Nichole,Attached are 3 pics that I took of our sales counter. I took 1 pic from a short distance so you could see where the sign is in relation to the counter. The second pic is taken standing right at the counter and then the third pic is a close up picture. Also, I'm attaching a blank invoice so you can see the layout. As I mentioned, the No returns on electrical parts is circled on Mr. A[redacted]'s copy. Please let me know if you need anything else or have any other questions.Thank you for your help!Pete
January 23, 2017
[redacted]
I received your email notifying me of a complaint against Menyhart Plumbing & Heating Supply filed by our customer Mr. [redacted] January 11, 2017. As a family business that has been here in business since 1928, I believe that we...
take these matters a little more seriously than perhaps a larger company and/or corporation might. So now I would like to take this opportunity to reply and respond to this complaint because we definitely try very hard to avoid having any unhappy customers.
I will confirm that Mr. A[redacted] did purchase a furnace gas valve from Menyhart Plumbing & Heating Supply as stated in his complaint, but the rest of Mr. A[redacted]’s complaint is not entirely accurate or true so I will explain the facts. I don’t have the exact date of sale, but shortly after purchasing the gas valve, Mr. A[redacted] stated that he called Menyhart Plumbing & Heating Supply complaining of a defective gas valve and wanting to return it for a refund. As is always the case with all electrical products, he was told that returning this gas valve for a refund isn’t an option since our policy is No Return on Electrical. This is also clearly stated at the bottom of all of our invoices.
At this point, Mr A[redacted] called his plumber named Bob. Mr. A[redacted] incorrectly stated in his complaint that Menyhart Plumbing called Bob, but that is false because we do not have any contact information for Bob nor would we have had any reason for contacting him. Ironically, Bob does happen to be a cash customer of Menyhart Pluming & Heating Supply, but does not have an account with us as Mr. A[redacted] also incorrectly stated in his complaint. What actually did happen was that after Bob talked with Mr. A[redacted], Bob then called our store and talked with John, who is our HVAC Specialist. Bob explained to John that this guy named Mr A[redacted] had called him regarding his furnace and gas valve that he purchased from us which was supposedly leaking gas. Since we didn’t have any contact information for Mr. A[redacted], John told Bob to please let Mr.A[redacted] know that he should stop back here to our store with the gas valve and his receipt so that we could exchange his gas valve for him under warranty. After John’s conversation with Bob, we never heard from Bob again regarding this matter or from Mr. A[redacted]. In his complaint, Mr. A[redacted] stated that he tried calling John and was placed on hold for 20 minutes. That seems like a pretty excessive time to wait on hold, but unfortunately, I cannot confirm whether that is true or false. But instead of only calling John, Mr. A[redacted] should have just stopped down here to our store and we would have exchanged the gas valve for him and had this situation resolved. I’m really not sure why he didn’t come back to our store, especially, if he was placed on hold for as hold as he claims.
Last Tuesday, January 17th, Mr. A[redacted] did finally come back here to our store with his gas valve and receipt and asked for a refund. We explained our policy regarding electrical parts to Mr. A[redacted] and even pointed out that this policy was also stated and even circled on the bottom of his sales receipt. We offered to exchange his gas valve for Mr. A[redacted] as John had told Bob that we would do for him if he stopped back to our store. This was not satisfactory to Mr. A[redacted] and he informed us that he already had paid someone else to fix his furnace and now just wanted a refund for this gas valve. Once again, we reminded Mr. A[redacted] about our policy, asked why he didn’t just stop back to our store days ago when he started having trouble with this gas valve and again offered that we would be willing to exchange the gas valve for him. At this point, he started accusing us of “playing games” and switching our story. I explained to him that he was wrong because nothing changed on our end during this entire time, all he had to do was bring the gas valve back with his receipt and the situation would have been resolved days ago.
At this point, the only solution that Menyhart Plumbing & Heating Supply can offer Mr. A[redacted] is what we have said both directly to him and to his plumber Bob and that is that we can exchange this gas valve for him. Having extra parts on hand for a furnace is never a bad thing and many people, including myself, also keep extra parts next to my furnace in case they are ever needed at an inconvenient time. If Mr. A[redacted] would like to stop back here to our store, we will gladly exchange his gas valve for him. It is his choice what he would like to do.
Sincerely,
[redacted]
Menyhart Plumbing & Heating Supply
Peter M[redacted]peter@[redacted]Attachments4:01 PM (22 hours ago)to me Hi Nichole,Attached are 3 pics that I took of our sales counter. I took 1 pic from a short distance so you could see where the sign is in relation to the counter. The second pic is taken standing right at the counter and then the third pic is a close up picture. Also, I'm attaching a blank invoice so you can see the layout. As I mentioned, the No returns on electrical parts is circled on Mr. A[redacted]'s copy. Please let me know if you need anything else or have any other questions.Thank you for your help!Pete