Eastern Medical LLC

[redacted] , We well be able to provide a full refund and we will pay for shipping back but all of these actions will require a conversation to work out detailsPlease call us between 8am and 5pm CST to set this upThanks,Clay V [redacted] General Managereheat, Inc

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.I am at work and do not have cell service in my lab However, even if I did, I prefer having a written record of our communications.Please let me know what you are offering to resolve my Revdex.com complaint Regards, [redacted] ***

[redacted] , thank you for reaching out and we are very sorry and sad to hear you feel you have not been taken care ofIt is our goal to achieve 100% customer satisfaction with their product and we always try to bend over backwards to make certain that in customer service situations, we are able to achieve an agreeable outcomeIn your case, the customer service team followed our return policyWe have no desire to accuse you and there is no reason for our team to lieWe do not accept returned thermostats that have been used or packaging has been destroyed to the point that the product can not be sold as newIn your case we will gladly make an exceptionPlease contact our team at [redacted] to sort out all the details as you have not provided us with valid contact informationThanks and I hope we have been able to reach a positive resolution!

Dear ***, We attempted to contact you today to help sort this out and take care of you as that is our number one goalWe still invite you to reach out so that this can be handled and you can be taken care of We are so sorry you feel you were not taken care of in this
situation. Our website is very clear (www.eheat.com) that this is a dual stack convection heater which does not provide instant heatIt is very clear on our website that we recommend users to turn it on and wait 6-hours for the temperature to be raised to the desired comfort levelFrom there, the user is recommended to keep the heater on 24/and allow the thermostat to regulate the temperature in the room for maximum heat and efficiencyAll of this can be found on our FAQ page as well as the product description pagesRegarding the amount of time that the heater is on, it all is determined by the cubic footage of the room as well as the insulation, amount of exterior walls, amount of windows, etcWe simply give guides that based off the average home, we recommend using the ratio of having heater for every to square feetWe do not claim that this will be a good primary source of heat in every situation eitherIt ultimately is determined by the variables aforementioned. 1) Regarding your claim that we are falsely advertising and misleading customers because the heat that is generated is lost, a heater generates heat but does not prevent heat from being lostThat is the very reason you need to have a heater, because the heat loss does not match the heat createdWe do not claim that there is no heat lost in the wallWe claim that there is no danger or problem with the wall getting hotIn fact, the *** Heater is designed so that the wall will be able to help radiate the heat, which causes the room to heat up even faster. 2) You can find throughout the rest of the internet (which we do not manage) that the reviews will match those of our websiteWe have spent years refining this product into one that hundreds of thousands of customers love and use regularly. We have a return policy for a reason, and if the heater has been damaged or installed then there is typically a restocking feeThis was made very clear on our website in the terms and conditions that you agreed toIn your case, we even offered to waive the restocking fee in an attempt to assist you since you said that you were disabled and we have a heart to help those in lowly situationsHowever, our return policy is very clear that, unless the unit will not turn on (i.eDead On Arrival), the customer is responsible for shipping the unit back to us for a refundFor example, a local retail store would not reimburse you for the gas you used to go back to their store to return a product you did not likeLikewise, we do not pay for shipping to return a product you did not like. As I mentioned in the voicemail, laying everything we have written aside, we sincerely want to help and come to a reasonable and fair resolutionI would invite you to contact me directly at 1-800-807-0107; and I will gladly have a conversation about what you believe would be fair given the details explained above. Sincerely,Clay V***General Managereheat, Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.I am at work and do not have cell service in my lab.  However, even if I did, I prefer having a written record of our communications.Please let me know what you are offering to resolve my Revdex.com complaint.
Regards,
[redacted]

[redacted], thank you for reaching out and we are very sorry and sad to hear you feel you have not been taken care of. It is our goal to achieve 100% customer satisfaction with their product and we always try to bend over backwards to make certain that in customer service situations, we are...

able to achieve an agreeable outcome. In your case, the customer service team followed our return policy. We have no desire to accuse you and there is no reason for our team to lie. We do not accept returned thermostats that have been used or packaging has been destroyed to the point that the product can not be sold as new. In your case we will gladly make an exception. Please contact our team at [redacted] to sort out all the details as you have not provided us with valid contact information. Thanks and I hope we have been able to reach a positive resolution!

[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:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.

[redacted], We well be able to provide a full refund and we will pay for shipping back but all of these actions will require a conversation to work out details. Please call us between 8am and 5pm CST to set this up. Thanks,Clay V[redacted]General Managereheat, Inc.