Choosefireplacesandstoves.com

Hello, This order has shipped via R & L with tracking: [redacted] #1f497d;"> and UPS with tracking: [redacted] Customer should have received the product by now Please close this case as resolved Thank you

Complaint: [redacted] I am rejecting this response because: This company did nothing to resolve any issues I had with them Due to non-communication on their part, it was necessary to file a dispute with the credit card company I used to ensure I would not lose out on funds already charged to my card Rather than respond to the dispute, they chose to do nothing After contacting them, I was informed they chose to just let my refund proceed thru my credit card company Nothing they did was satifactory in any way Based on my complaint, and many others I have seen, this company chooses to charge up front for product and then string consumers along for months and months before they finally supply what is promised They put a standard 3-weeks lead time on their invoices without producing in the promised amount of time It became obvious to me that they had no intent to hold up their end of the agreement I have since placed an order with another similar company in Michigan that shipped the product within a few days In my opinion, there is no way that this company should be allowed to supply a link to the Revdex.com that indicates in any way that they have a satisfactory rating Sincerely, [redacted] ***

Customer already got their full refund back through the credit card chargeback process direclty with their credit card company

Upon first interaction with value point distribution, they were friendly and eager to take my order and my money! In the weeks that were to follow,Value Point Distribution were very evasive and did not find it their business to follow up on my orderIt was necessary for me to phone them that I may discover where my spa was as it had not been delivered in the time discussed from the onset of my order with themWhich incidentally it would be – weeks for the construction of the spa I ordered When I inquired as to the where-a-bouts of my spa, "Steve" was apologetic and more than pleased to set me up with a "package compensation deal" - and of course it would become several more weeks, actually - months, before the spa would be completed, to which I reluctantly, agreed My spa was ordered on September 20, and has not been delivered as of the second delivery date of February 20, In all, to date the total time elapsed has run over five months Periodically throughout this time, I have phoned as well as e-mailed to discover how terribly, rude and condescending their customer service was and is now that they have my dough in their coffers, while I continue to have nothing save empty promises and a thin pocketbook After several emails and recorded phone calls, I was informed, "Steve" no longer worked for the company and I would need to speak with "Crystal" (Proprietor)Although, she would not be available and I would be necessary for me to dial another number, as they were unable to transfer me to her number directly When I phoned "Crystal", there was no answerI suspected as muchRather than phone me back as promised, she sent an additional email assuring me my spa would be delivered on time, and that they were just awaiting the arrival of the containers Sincerely, Another concerned customer P.S Since writing this review, value point distribution has contacted me with yet another deadline date for the shipment of said spa as well as "More Freebies" – Now they are stating that the spa will be shipped out on April 30, That is SEVEN Months and Ten days with the spa only half completed - I sent an email of decline which for some strange reason, was unable to forward to "Crystal" I feel it would not be in the best interest to the consumer to order from this company or the other ALIAS companies that are under this management!

Revdex.com: I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me BUT we will be watching to make sure this check arrives and will follow actions if it does not Thanks you for resolving this matter and we will check in again when it has fully been resolved

This case has been resolved Customer had a bad heater so Rodger in our service department sent out a new heater on 5/to the customer customer was not patient enough to wait for part to come in, so they filed complaint But now they have the part and this case is resolved Below is the tracking number for the part sent Tracking Number: [redacted]

Our Tech Department trouble shooted with customer on 5/and have found that the actual problem is with the pump We have shipped the customer a pump LP-on 5/ So this case is resolved [redacted] trackingand [redacted]

We are working on getting the customer refundedThe company currently does not have enough funds but we are trying to work out a plan to refund the customer in full

Customer already did a credit card chargeback and got their full refund directly from the credit card company

Hello,
We have prioritized the customer's spa to go out end March (our first batch of shipment)The spas are here, we just need to re package them for individual shipment and process the paper worksIt's a beautiful spa and we assure them, they will definitely love it
Again, I sincerely apologize for the delay and for the inconvenience but we just wanted to make sure that we will be able to deliver their product in pristine condition

Hello,
All customers pay by credit card and are protected by their
credit card company, they can always get their full refund through charge back
process if they don't want to wait for our refund process
We have cancelled the order on our endOur refund process takes 30-days because we have a lot of refunds to process so they go on queueWe have already informed the customer to file for a charge back with their credit card company so they can receive their full refund back faster

Hello,
The customer has been refunded in full today 4/3/She will get her refund receipt via emailPlease close this case as resolved

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

Our Spa Technician, *** *** was able to talk to customer and came up with a resolution to the issue.
Here's the note from our technician that handled the case:
white-space: pre-wrap; background-">***: talked to customer yesterday, he had a frozen pipe that split and he had it repaired, all he wanted was an air control valve that I sent out yesterday Tracking Number: ***
Customer should have received the air control valve by nowPlease close this case as resolved

We are working on getting the customer refunded. The company currently does not have enough funds but we are trying to work out a plan to refund the customer in full. font-family: arial, sans-serif;" />

Hello,
 
This order has shipped via
 
R & L  with tracking: [redacted]
color: #1f497d;">
and UPS with tracking: [redacted]
Customer should have received the product by now.
Please close this case as resolved.
Thank you.

I am rejecting this response because:their sister company,...

[redacted] at [redacted], Mill Valley, CA 94941-1554 made the same promise to me on April 21, 2014.  
I quote from that e-mail as follows:
 
From: [redacted]
"Hello [redacted],
Your refund is still in process.  We still have in [sic] on top priority however, since the company went through a slow month this month, we were unable to process any refunds at all.  We will resume sending credits/refunds by 2nd week of May.  Sorry for the delay."
 
Choosefireplacesandstoves.com, [redacted], and [redacted] are all the same people.  They have put me off continually by making promises, which they have not fulfilled.  I have a hard time accepting that they intend to refund my $1355.00.  For the last five months they have not had enough money to give me my refund?  How do they stay in business?
[redacted]

This case has been resolved.  Customer had a bad heater so Rodger in our service department sent out a new heater on 5/13 to the customer.   customer was not patient enough to wait for part to come in, so they filed complaint.  But now they have the part and this case is...

resolved.  Below is the tracking number for the part sent.
Tracking Number: [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
BUT we will be watching to make sure this check arrives and will follow actions if it does not.
Thanks you for resolving this matter and we will check in again when it has fully been resolved.

I am rejecting this response because: I received the part and have ben trying to contact the supplier because one of the motors does not work when it is plugged into the control panel. Although I have sent 2 emails and 2 phone messages the vendor, has not replied at all to even acknowledge the issue. The product is under warranty.