Ecomfort.com

On 9/12/17, we were advised by that customer that the circuit board on the condenser was not working She was sent a claim form to begin the warranty process When we received confirmation from the manufacturer that the part was defective, we ordered a new one The customer was advised that the manufacturer's warranty does not call for full replacement of the unit She understood and accepted the resolution offered

Initial Business Response / [redacted] (1000, 5, 2015/06/29) */ Contact Name and Title: [redacted] ***, Director Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @pedstores.com The customer ordered an a boiler, an expansion tank and a hot water storage tank from us on 12/30/The products were delivered to her on 2/10/At the time of purchase [redacted] instructed the sales person of what she needed per her contractor's recommendationShe also reviewed the order with her contractor before making payment on the order to ensure she ordered the right thingsOn 3/17/ [redacted] called to say she received the wrong expansion tankWe then determined that the expansion tank she ordered was not going to work with her boiler and sent her a prepaid return shipping label for the return even though it was past days since deliveryOur return policy states all returns must be made within days but we allowed this return as a one time courtesy to the customer since what she ordered would not work with her application [redacted] received a full refund the tank on 4/15/On 4/24/ [redacted] called again to ask to return the hot water storage tank because her installer did not need the one she purchased from usWe denied the return because due to our return policy and it being over days past delivery [redacted] chose to return the tank anyways and on 6/12/we let her know we received it but cannot accept the return and that she has days to arrange for the return of the tank before the unit it scrappedIf [redacted] would like her storage tank returned, she may send a shipping label and we would be happy to return it to herWe cannot issue a refund as she did not meet the criteria of our return policy and we already made a customer courtesy exception for her once before

After researching the customer's complaint, we have found the followingThe customer mentions that we do not list or state anything about the hold period for eChecks that can be seen prior to placing an orderThat information is not accurateBefore the order is submitted, the customer can click
on the "?" next to the pay by check link to view our policy that states in part: Secure e-check allows you to get your products faster than mailing in a check and still save moneyAlthough there is a business day processing-hold on orders placed via e-check, you can still get your order sooner than if you paid by mailHere is a link to the complete policy: http://www.ecomfort.com/stories/801-How-to-Save-Money-on-Your-eComfort-Order.htm...⇄ an order is placed using eCheck, the funds are withdrawn immediately but there is still a day hold period before the order is processed and shippedWe do apologize if this information was not relayed to the customer properly when he called to cancel the eCheck orderThe wait period on issuing refunds for check orders is after the 5th business dayI have spoken to my accounting department and they have agreed to process the full refund todayIn addition, we will issue a $courtesy credit to the customer on his replacement order that was paid for by a credit card to expedite the shipmentBoth refunds/credits will be completed today.Our apologies again for any misinformation the customer was providedRest assured we are reviewing the policies with our entire staff again to prevent a similar situation from occurring in the futureThank you

On 9/12/17, we were advised by that customer that the circuit board on the condenser was not working.  She was sent a claim form to begin the warranty process.  When we received confirmation from the manufacturer that the part was defective, we ordered a new one.  The customer was...

advised that the manufacturer's warranty does not call for full replacement of the unit.  She understood and accepted the resolution offered.

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.
Sincerely,
Adam [redacted]

We have reviewed the customer's order details and earlier today we issued an additional credit of $27.79. This is a refund of the restock fee that was originally deducted from the customer's refund. This information was sent via email to the customer at 2:35pm with a note to please allow 1-3...

business days for posting. I believe this should resolve this issue to the customer's satisfaction.

A credit for $77.80 will be issued to the customer. We did process a $70 credit earlier today but we will adjust this amount. Our apologies for any trouble or inconvenience.

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.
From: [redacted] & [redacted] [mailto:[redacted]@gmail.com] Sent: Thursday, November 10, 2016 8:48 AM To: Revdex.com Info...

<[email protected]> Subject: Re: You have a New Message from Revdex.com Serving Chicago and Northern Illinois Complaint #[redacted]   I need to cancel this complaint.  The seller refunded my money this morning. Thank You, [redacted]
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/06/29) */
Contact Name and Title: [redacted], Director
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@pedstores.com
The customer ordered an a boiler, an expansion tank and a hot water storage tank from us on 12/30/14. The products were delivered...

to her on 2/10/14. At the time of purchase [redacted] instructed the sales person of what she needed per her contractor's recommendation. She also reviewed the order with her contractor before making payment on the order to ensure she ordered the right things. On 3/17/15 [redacted] called to say she received the wrong expansion tank. We then determined that the expansion tank she ordered was not going to work with her boiler and sent her a prepaid return shipping label for the return even though it was past 30 days since delivery. Our return policy states all returns must be made within 30 days but we allowed this return as a one time courtesy to the customer since what she ordered would not work with her application. [redacted] received a full refund the tank on 4/15/15. On 4/24/15 [redacted] called again to ask to return the hot water storage tank because her installer did not need the one she purchased from us. We denied the return because due to our return policy and it being over 90 days past delivery. [redacted] chose to return the tank anyways and on 6/12/15 we let her know we received it but cannot accept the return and that she has 30 days to arrange for the return of the tank before the unit it scrapped. If [redacted] would like her storage tank returned, she may send a shipping label and we would be happy to return it to her. We cannot issue a refund as she did not meet the criteria of our return policy and we already made a customer courtesy exception for her once before.

Initial Business Response /* (1000, 5, 2015/08/10) */
Contact Name and Title: [redacted], Director
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@pedstores.com
The customer placed an online order with ecomfort.com for bulk media filters which were delivered to him. The customer notified us...

he would like to return the product as they were not what he was expecting. We sent him instructions via email for how to return the product in compliance with our return policy (http://ecomfort.com/content/2-return-policy). Since his order was under $300 we informed him that he would be charged a restocking fee. The customer complained of the fee so as a courtesy to him we waived the restocking fee. The customer also requested we pay for the return shipping which is also not in our policy. We declined this request as the customer placed the order online without advise of a sales agent. The customer is welcome to return the product to us and we will refund him the full amount of the product purchased which is $109.94.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The product delivered to me was not the product described on their website.
eComfort has special arrangements with the manufacturer (Flanders filter product) of the filter fabric. The manufacturer has special arrangements with [redacted] to ship the filter fabric. The filter fabric arrived in a clear plastic bag approximately 3 feet by 3 feet. It was dropped on our porch. ** tried to return the product. We visited the local [redacted] facility. We were told that 1. Fed Ex would not accept the product because it was not boxed. 2. If we wanted to ship the product we would have to find a 3'x3' box. purchase the #30 box and then pay $150 for shipping the product back to eComfort's Illinois facilities.A total of $180.00 The return fees will cost more than we paid for the initial product ! The original shipping charges from eComfort were $29.01 The product price was $109.94 Therefore we paid $138.95 for the purchase and shipping. eComfort needs to step up to the plate, work with their supplier and pick up this product. The product is still sitting on our porch. eComfort needs to contact Flanders filter product and direct this vendor to pick up the product.