Coulson Custom Concrete

Dear Revdex.com and Mr [redacted] , I am sorry to hear of the issue that Mr [redacted] reported and that he has not received the order placed in early December (Ref# [redacted] ) According to our records we did receive an order for him that delivered on [redacted] tracking # [redacted] to his home with an address of [redacted] Rd, [redacted] in [redacted] on 12/17/ A copy of the [redacted] Proof of delivery is attached to this document for reference showing the product was shipped from our Bedford Heights, Ohio distribution center on 12/15/to his home We will gladly refund the money on this order since he has indicated he would like a refund and that the part is no longer needed The credit that will be issued is $for the pilot assembly and $for shipping for a total of $ However I am concerned that Mr [redacted] may have a heater that is not working if this service part was never replaced and is still truly needed I tried contacting Mr [redacted] at the phone number he provided but received his voicemail and left him a message to return my call I will also email him directly at the same email address he left on the Revdex.com registration For any questions on this matter, I can be reached directly at [redacted] or by email at [redacted] Regards, [redacted] ***Director of Customer Response

[redacted] *** < [redacted] @us-egi.com>Feb to me Hi [redacted] , I am emailing about this customer complaint # [redacted] I know I talked with you yesterday about this file and it still will not let me update the file Our Senior Technical Service Representative did speak with the customer yesterday and the customer stated he has already talked with us and that his issue is resolved At this point I do not believe there is anything further that can be done on our end since he stated his issue is now ok It was difficult to get him to return our calls/email since you Revdex.com notice and when he did contact [redacted] he was very short in letting us assist him Also as a side note, in error on my notes in your database, I referenced Mr [redacted] as [redacted] as that was his email name Please let me know if there is anything further required on my end Have a great weekendRegards, [redacted] ***Director of Customer Response

Hello Revdex.com Team,Brad Austin our Senior Technical Service Representative did speak with the customer on 12/28/ A return authorization for the heater has been issued under reference number [redacted] so that the customer may return the product back to us In addition, we will also be covering the charges for the [redacted] return of the unit back to our facility and have provided him with a [redacted] label via email We have also stated we would reimburse the customer by check for his full purchase price once he sends proof of purchase/receipt copy to Brad for processing If you have any further questions, please do not hesitate to contact me directlyRegards, Pam W***

Dear Revdex.com, [redacted] , our Senior Technical Service Representative did reach out by phone to this customer Regrettably the consumer was not available at the time of the call and [redacted] had to leave a message We hope to have a response from the customer by tomorrow so we may bring closure to this issue I will update the compliant file tomorrow 2/will additional follow up comments regarding this consumer.Regards, [redacted] ***Director of Customer Response216-588-

Hello Revdex.com,Brad A***, the Senior Technical Services Representative for Enerco Group Incspoke with Mr [redacted] on 4/14/regarding this report We have requ***ed the unit be returned to us so we may inspect the unit and replace it at no cost to the customer We are waiting for the product to be returned to us at this time Once the product is received a warranty replacement will be sent free of charge to the consumer Regards,Pam W***Director of Customer Response

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

Hello Revdex.com Team, Our Technical Service Rep (Neill G***) did follow up with the customer on Monday 5/and it was mutually agreed *** *** *** would provide a replacement heater at no cost to the customer. The customers heater has shipped via Ground Service on
FedEx tracking number #***. According to the FedEx.com website, the replacement heater is due to deliver on Monday 5/16. *** *** will also be following up with the customer after confirmation of deliver to ensure complete customer satisfaction. Should there be any additional questions, please email me direct. Regards, Pam W***Director of Customer Response

In follow up to Mr*** complaint, *** *** our Senior Technical Services Representative has called Mr*** on Monday 2/9/and 2/11/15. Mr***'s phone does not have voice mail so he is unable to leave a message. In addition, emails have been sent to Mr *** on 2/9, 2/and 2/by ***. To date Mr*** has not returned ***'s calls or emails. We will gladly work with the consumer but need to speak with him directly to take further actions on this issue. Copies of emails to Mr*** are attached. Further updates will be provided once we are able to connect with the consumer.Regards,*** ***Director of Customer Response216-588-

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
waiting to see what happens when I send the unit back to them,will let you know,so far they have been taking care of this problem,but will wait till I hear from them on the heater issue,will keep you informed of what happens,thank you for your help so far

Dear Revdex.com, I spoke with Mr*** today and *** is scheduled to pick up his heater tomorrow on *** call tag tracking #***. As soon as I can verify the pick up by *** of his existing heater has taken place, a replacement Portable Buddy
Heater, our item Fwill be sent to him at no charge to his home. The previous representative that was working with him is no longer employed with us which explains why he did not receive a call back from the messages he left. For further questions regarding this matter either the Revdex.com or Mr*** may contact me directly by phone at *** or by email at ***@***. Regards, Pam WestDirector of Customer Response

Dear Revdex.com,A copy of all email communication to Mr*** is attached to this email for reference. Credits were issued to his credit card account in the amount of $62.50. The first credit was issued 1/23/for $with the balance of $issued on
2/10/15. Typically for returns the processing time can take to weeks *** ***, a Customer Service Representative here at Enerco did send the customer notice on 2/that all credits were submitted to his account. Please let me know if further information is required.Regards,*** ***Director of Customer Response216-588-

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
The final credit for the item in dispute has been posted to my credit card account and the issue has been resolved Attached is the full email correspondence between Enerco's customer representative *** *** and myself in an attempt to get the refund for the returned item since November 26, At no time did the customer representative advise that the refund would take up to to weeks to process or that the refund that I would receive would only be a partial credit days after the return and the remaining part of the refund at almost days after the return I was only advised that the credit would take to days only after Mrs *** finally got around to processing it (See Janand Feb correspondence).The order was cancelled on the day it was placed on October 14, and Enerco's failure to cancel the order as originally requested led to an unnecessary amount of time and aggravation to receive the refund in full in a timely manner, even when I disputed the charges on my credit card and they had the item in their possession since November 26, Instead, the full amount was finally received in separate credits on separate months almost days after they received the item.I find that this company has been unsatisfactory with their customer performance from beginning to end and I will not do business with this company again nor will I recommend this company or it's products to anyone.I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution can be now be closed.
Regards,
*** ***

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. 
Regards,
[redacted]

Hello Revdex.com Team, A copy of the credit for $523.60 is attached that was refunded to the customer on their MasterCard on 1/31/2017, [redacted]r 4 months ago.  Neill G[redacted] in our Technical Service Team did speak with the customer yesterday by phone as they did not realize the credit had been issued...

back to their credit card.  This issue should be listed as resolved as we did issue credit in full back to the customer.  Please contact me directly should there be any further questions regarding this matter. Regards, Pam W[redacted]

Dear Revdex.com, Our Senior Technical Service Representative did speak with Mr. [redacted] yesterday 4/26 regarding the unit heater he currently owns.  After spending time troubleshooting the unit, our Technician did agree that we would send a control board (part  #[redacted]) to him at no...

charge.  The control board did ship via [redacted] yesterday on tracking # [redacted] and delivered to the customer's home today 4/27 at 2:55pm.  Based on the desired settlement requests identified in the customers report to the Revdex.com, our shipment of the control board at no charge does meet with his settlement requirements.  To further follow up on this matter, our Senior Technician will be contacting the customer in the next day to verify the replacement board did resolve the issue with his heater. Please advise if there are further questions on this issue. Regards, Pam W[redacted]Director of Customer Response216-588-0858

[redacted] <[redacted]@us-egi.com>Feb 13 to me Hi [redacted], I am emailing about this customer complaint #[redacted].  I know I talked with you yesterday about this file and it still will not let me update the file.  Our Senior Technical Service Representative did speak with the customer yesterday and the customer stated he has already talked with us and that his issue is resolved.  At this point I do not believe there is anything further that can be done on our end since he stated his issue is now ok.  It was difficult to get him to return our calls/email since you Revdex.com notice and when he did contact [redacted] he was very short in letting us assist him.  Also as a side note, in error on my notes in your database, I referenced Mr. [redacted] as [redacted] as that was his email name.  Please let me know if there is anything further required on my end.  Have a great weekend. Regards,  [redacted]Director of Customer Response

Hello Revdex.com Team, In regards to Mr. [redacted]'s concern we did mail a letter to his home address on 11/10/16 with instructions to contact Brad Austin regarding the return of his heater to our office.  When he returned his unit to us, he did not contact us in advance for...

a return goods authorization.  In addition, when his unit was returned to us, he did not provide a phone number or email address where we could contact him for an immediate discussion about his Big Buddy Heater.  Due to this fact, the attached letter was sent to his attention providing options for replacement.  The unit he sent us was produced in 2011 so it did not qualify for the 1 year warranty policy where we would exchange or repair his unit at no cost to him.  Our warranty duration is one year based on date of purchase with proof of purchase receipt.  His heater is 5 years old so we detailed proper operating instructions in the letter in addition to offering the option to buy a factory reconditioned heater at a reduced price in addition to asking how he wanted us to return his original unit to him.  Directions in the letter mailed to Mr. [redacted] were to contact Brad Austin directly who is our Senior Technical Representative.  Since he has opened a case with you we were able to obtain a phone number to reach him through your case notes.  Brad spoke with Mr. [redacted] today 12/7 and advised we would provide a reconditioned unit to him at no cost even through his heater is over four years past the warranty repair/replacement period.  As per today's conversation, he is satisfied with the exchange.  Please contact me directly if there is anything further I may assist with at this time. Regards,Pam W[redacted]pam.w[redacted]@us-egi.com / 216-588-0858

Dear Revdex.com,I spoke with Mr. [redacted] at length this morning regarding his note to the Revdex.com.  We did previously ship 2 replacement fan covers to him under two separate shipments.  However in investigating this matter,  we did not have a complete address for him when these order...

shipped which is why he did not receive them.  His address also contains a unit/trailer # of [redacted] which is also not included in his registration with the Revdex.com and should be updated in your system.  Now that we have the correct address, a new heater, hose and fuel filter are being sent to his attention at no charge.  A confirmation copy of his order is attached for reference.  I am also sending Mr. [redacted] a confirming email which will be sent to [redacted] which is also different than the email address he registered with the Revdex.com.  Once his order ships, I will forward the [redacted] tracking information via email so that he may monitor the shipment from his location on [redacted]  Regards, Pam [email protected] of Customer Response216-588-0858

Dear Revdex.com and Mr. [redacted], I am sorry to hear of the issue that Mr. [redacted] reported and that he has not received the order placed in early December (Ref# [redacted]) .  According to our records we did receive an order for him that...

delivered on [redacted] tracking #[redacted] to his home with an address of [redacted] Rd, [redacted] in [redacted] on 12/17/15.  A copy of the [redacted] Proof of delivery is attached to this document for reference showing the product was shipped from our Bedford Heights, Ohio distribution center on 12/15/15 to his home.  We will gladly refund the money on this order  since he has indicated he would like a refund and that the part is no longer needed.  The credit that will be issued is $16.00 for the pilot assembly and $8.04 for shipping for a total of $24.04.  However I am concerned that Mr. [redacted] may have a heater that is not working if this service part was never replaced and is still truly needed.  I tried contacting Mr. [redacted] at the phone number he provided but received his voicemail and left him a message to return my call.  I will also email him directly at the same email address he left on the Revdex.com registration.  For any questions on this matter, I can be reached directly at [redacted] or by email at [redacted]. Regards, [redacted]Director of Customer Response

Hello Revdex.com Team,Brad Austin our Senior Technical Service Representative did speak with the customer on 12/28/16.  A return authorization for the heater has been issued under reference number [redacted] so that the customer may return the product back to us.  In...

addition, we will also be covering the charges for the [redacted] return of the unit back to our facility and have provided him with a [redacted] label via email.  We have also stated we would reimburse the customer by check for his full purchase price once he sends proof of purchase/receipt copy to Brad for processing.  If you have any further questions, please do not hesitate to contact me directly. Regards, Pam W[redacted]