This letter is in regards to Revdex.com complaint ID [redacted] by [redacted] ***.I have researched the information concerning the complaint by [redacted] for order [redacted] .Mr [redacted] purchased two hoods, an exhaust fan and supply fan for [redacted] in July HoodMart was contacted on Sept when the installation was being completed by his installers and told us that the exhaust fan did not operateThe exhaust fan model HMEX60B failed on startup and tripped the electrical breakerThe fan was opened and photos were emailed to usInternal parts in the fan were damaged and it was determined that the fan needed to be replacedHoodMart started a customer service resolution and offered to ship a same model replacement fanMr [redacted] needed the fan as soon as possible for his opening and was not happy with the time required to ship to him in Nebraska a replacement fan from us in OhioThe fan weighs lbsand cannot be overnightedTo accommodate the customer’s urgency to get a replacement fan we arranged for a comparable exhaust fan from [redacted] to be drop shipped from their Kansas City branch to York NE [redacted] is not our supplier for the exhaust fan Mr [redacted] purchased from usIt cost us considerably more to do this than if we had shipped him a replacement exhaust fan from usThe duct work needed to be modified for this fan and Mr [redacted] has said that the airflow is not the sameIn hindsight, this solution should have never been offeredAn exact replacement should have been shipped regardless of the ship time involved; we were trying to help the customer The damage to the exhaust fan could be a manufacturer defect or from impact in transitThis has not been determined, the fan has not been shipped back to us for us to examineAs stated on our paper work, we cover replacement parts for warranty issues but not the labor involved with the replacementMr [redacted] is requesting a settlement of $to take care of outstanding charges incurred due to emergency calls to resolve the issue and work associated with onsite alterations and air flow adjustments.He has been in contact with Judy Thomas our sales manager and said that he would provide invoices for the costs incurredWe have not received anything to show the costs incurredAnother HMEX60B exhaust fan could be sent out but we would require that both of the exhaust fans the customer has be shipped back to usWe are willing to work with Mr [redacted] to resolve his complaint.Thank you, [redacted] General ManagerHood Mart***-***-***
Consumer responded via phone:Consumer received the refund from the company
This letter is in regards to Revdex.com complaint ID [redacted] by [redacted] ***.I have researched the information concerning the complaint by [redacted] for order [redacted] .Mr [redacted] purchased two hoods, an exhaust fan and supply fan for [redacted] in July HoodMart was contacted on Sept when the installation was being completed by his installers and told us that the exhaust fan did not operateThe exhaust fan model HMEX60B failed on startup and tripped the electrical breakerThe fan was opened and photos were emailed to usInternal parts in the fan were damaged and it was determined that the fan needed to be replacedHoodMart started a customer service resolution and offered to ship a same model replacement fanMr [redacted] needed the fan as soon as possible for his opening and was not happy with the time required to ship to him in Nebraska a replacement fan from us in OhioThe fan weighs lbsand cannot be overnightedTo accommodate the customer’s urgency to get a replacement fan we arranged for a comparable exhaust fan from [redacted] to be drop shipped from their Kansas City branch to York NE [redacted] is not our supplier for the exhaust fan Mr [redacted] purchased from usIt cost us considerably more to do this than if we had shipped him a replacement exhaust fan from usThe duct work needed to be modified for this fan and Mr [redacted] has said that the airflow is not the sameIn hindsight, this solution should have never been offeredAn exact replacement should have been shipped regardless of the ship time involved; we were trying to help the customer The damage to the exhaust fan could be a manufacturer defect or from impact in transitThis has not been determined, the fan has not been shipped back to us for us to examineAs stated on our paper work, we cover replacement parts for warranty issues but not the labor involved with the replacementMr [redacted] is requesting a settlement of $to take care of outstanding charges incurred due to emergency calls to resolve the issue and work associated with onsite alterations and air flow adjustments.He has been in contact with Judy Thomas our sales manager and said that he would provide invoices for the costs incurredWe have not received anything to show the costs incurredAnother HMEX60B exhaust fan could be sent out but we would require that both of the exhaust fans the customer has be shipped back to usWe are willing to work with Mr [redacted] to resolve his complaint.Thank you, [redacted] General ManagerHood Mart***-***-***