HouseNeeds.com

I ordered a gasket for my mini hot water heater it came with 4 screws and there was a recommended nut option so I ordered it because mine were rusted the package had 1 nut in it. Thinking it was one of those mechanical errors I called and the person who answered the phone confirmed that there was no error the 1 nut was 6.70 and offered no additional help. even with the cost of gas it would have been cheaper to drive and get a box of the same not at home depot or lowes. Never use this company again.

I wish I would have seen the reviews of this company before I placed my recent order. Their ordering system doesn’t permit you to select an order speed, so you have to have them call you when they process it. When they did call me on Friday morning I asked shipping options and they said fastest was Next Day - Saturday for $75 which I paid. The order did not arrive on Saturday but instead it came Monday. When I called about the incorrect delivery speed for the $75 paid I probably also spoke the Gary the other reviewer mentioned… it was not a pleasant interaction and he basically said too bad.

After I spoke with my credit cards company to dispute non delivery of services promised I’ve now gotten an email from their customer service Dept. Thus far they have said “reached out the shipping team and they denied my request to credit”. This person is now going to go higher up to try to get a credit. I’m posting this review before I get the feedback but, from what I’ve read, I think I already know what their attitude will be. I’m also posting this review so that somebody else my be saved from substandard service.

If you can find what you need elsewhere, don’t buy it from HouseNeeds.com

If you want to buy something here and have a problem with it, good luck with getting them to do something about it in any kind of timely manner. As a contractor, NEVER again. RUN, don't walk to the next supply house trust me!

Placed an order with Houseneeds, Inc. for two Bosch temperature sensors and received them on 1/4/21. Before starting the project we realized that these were not the correct parts. I called the company to tell them and followed their directions for returning sensors (unopened) on 1/7/21. About 1 month later (2/4/21) I called Houseneeds again and was told that the return was received by them on 1/19/21 and their manager, Gary, would need 3-4 weeks to process the return. Five weeks later on (3/24/21), I called them yet again and the agent seemed surprised that the request was not yet processed and said she would call me back right away to confirm. There was no return call. This prompted me to call yet again on 3/1/21. This time Gary answered and stated that they only began processing my request on 2/25/21 AND that he needed 4 more weeks from that date to refund my account. I questioned Gary’s timeline and when I told him that I would write this review he said that if I did it would take even longer to get my refund since he would need additional time to respond to my review. When I protested he tried to talk through me and then he hung up. TERRIBLE SERVICE!

As stated under HouseNeeds.com return policy all [redacted] Parts are non returnableSee included copy of email sent to customer's email at time of the order ; each part is noted as non returnable and a link to our full return policy is at the bottom of the customer's emailAlso a copy of invoice sent with the package again showing each line on the order is non returnableHouseNeeds staff is not trained to assist customers with part numbers or technical support of any kind on [redacted] products The customer is responsible to know the parts they need for their productAll part number recommendations and technical support is offered to the customer by [redacted] in [redacted] HouseNeeds Inc is a separate company and in no way not part of [redacted] In this case we will offer the customer a Return Goods Authorization (RGA) along with a 20% restocking fee and the customer will be responsible for all return shipping on the productCredit can be issued only after inspection of the returned product showing the part is new and in original packagingThis email will be sent to the customer's email via HouseNeeds systems

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] I respectfully disagree with your response(1) I have reviewed your purchasing process and information once again (see attached file with screen shots) and I did not find anywhere "NEXT BUSINESS DAY" deliveryInstead I found everywhere misleading "NEXT DAY DELIVERY" or "OVERNIGHT DELIVERY"(2) I also attach your order confirmation and as everybody can see there is nor warning of no Saturday delivery there nor "NEXT BUSINESS DAY" delivery note thereTherefore, all your statements are not based on facts and actual misleading information on your site (3) Knowing exactly that through my experience with other vendors, I've purposely called your business on Friday morning to make sure that MY READING OF YOUR SITE IS CORRECTNext day or Saturday delivery has been confirmed (otherwise I'd request return of my money)Unfortunately, you did not deliver your promise "NEXT DAY DELIVERY"I ask you again return my money for not delivered serviceThank you Regards, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Hello, Your response is factually incorrect(1) I did call your company phone number ( [redacted] - Vermont) on January 26, at 12:CST The call last min and secI have record of this call in my phone call logI've extracted the record for youCalllog file is attachedI also attach screen shot of your website with the same contact number.(2) Your associate (female) told me that part will be delivered from [redacted] locationApparently, she was in Vermont at different than [redacted] location.(3) I asked her "what I need to do to make sure that part will be delivered on Saturday 1/27/18?"She said that delivery will be done by [redacted] and I need to do nothing if [redacted] has Saturday delivery to my placeI've confirmed that [redacted] has Saturday delivery at my placeThis was the end of the phone conversationAs I put in my comment to the order (you should have it on record) "I need the fastest delivery possible" and gave my phone numberNobody called meNobody sent me tracking infoMy phone call was the last communication with HouseNeeds Regards, [redacted]

[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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

The customer placed their own order on the HouseNeeds.com website on the night of Thrusday Jan 25, when the customer completes the order they must select and approve their order stating they have read and agree to the shipping and returns policy on the website before the order is accepted by the siteAs stated on the HouseNeeds.com website we do not offer Saturday shipping options on the website because it's not a guaranteed shipment and is very expensive option with ***As stated any overnight orders placed on by noon on Friday with Arrive on MONDAY the following weekIn the customer's case the order was shipped by *** directly using their shipping method of *** overnight delivery, they do not offer Saturday delivers as they are not a guaranteed shipment method and is not offered on all areas of the country so all shipments are processed at NEXT BUSINESS DAY DELIVERY as stated on the customer's order confirmation

HouseNeeds.com  shipped the customer’s package per the stated shipping policy on the website. HouseNeeds does not offer Saturday deliveries as they are not a guaranteed shipment and are very expensive. If the customer had called for Saturday delivery we would have explain to him the shipping...

cost for his package would have been $120 and the delivery would still not be guaranteed for money back if it did not arrive on Saturday. This order was shipped from the manufacture’s warehouse using [redacted] express and was processed as ordered for Next Business Day Delivery when shipped on a Friday arrives on Monday the following week.   The customer may have been speaking with [redacted]’s front line phone staff. People confuse the company HouseNeeds (a vendor of [redacted] parts) and the actual [redacted] Theromtechnology Company that manufactures the products and parts and supplies support of their products but does not sell the end users.   Below is HouseNeeds response to the customer’s email:  sent on 1/29/18 [redacted]   Order Number: [redacted]   Hello [redacted],   Thank you for contacting HouseNeeds.com. You placed your order at 8:45 PM on Thursday night on 1/25/2018 well after NOON eastern time cut off on Thursday. The order would not ship until Friday when we open for business at 9 am. As stated on our website all express deliveries are NEXT Business day, Saturday deliveries are not offered as special arrangements and extra shipping costs are needed and not offered by our website. Here is the link showing the shipping policy and transit times - [redacted]   Any orders that are placed after NOON will ship the following day.   As stated orders received before NOON on Friday will ship out on Friday Next Day Air arrives on MONDAY, 2nd day Air arrives on TUESDAY.   You order was charged and processed for NEXT Business day delivery on Friday 26, 2018, according to the tracking information your package arrived on Monday as scheduled.       Customer Service www.houseneeds.com ([redacted]               [redacted] 1/28/20181:06:34 PM Hello, This order has been submitted on THU Jan 25, 2018. I've asked for the fastest possible service. I've paid for the NEXT DAY delivery. I've called your customer support o FRI Jan 26, 2018 and was assured that part will be delivered no later than SAT, 1/27/2018 by [redacted]. Today is SUN, 1/28/2018 and never heard from you or [redacted]. Why you call it NEXT DAY delivery? This is misleading and unfair. Please return my money for the NEXT DAY delivery. You did not deliver the part next day, not the day after the next day, not the day after the next, next day... I'm disappointed by your ignorance of customer needs. Please return money for the service you never provided. Thank you. [redacted]

As stated under HouseNeeds.com return policy all [redacted] Parts are non returnable. See included copy of email sent to customer's email  at time of the order ; each part is noted as non returnable and a link to our full return policy is at the bottom of the customer's...

email. Also a copy of invoice sent with the package again showing each line on the order is non returnable. HouseNeeds  staff is not trained to assist customers with part numbers or technical support of any kind on [redacted] products.  The customer is responsible to know the parts they need for their product. All part number recommendations and technical support is offered to the customer by [redacted] in [redacted]. HouseNeeds Inc is a separate company and in no way not part of [redacted].  In this case we will offer the customer a Return Goods Authorization (RGA) along with a 20% restocking fee and the customer will be responsible for all return shipping on the product. Credit can be issued only after inspection of the returned product showing the part is new and in original packaging. This email will be sent to the customer's email via HouseNeeds systems.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
I respectfully disagree  with your response. (1) I have reviewed your purchasing process and information once again (see attached file with screen shots) and I did not find anywhere "NEXT BUSINESS DAY" delivery. Instead I found everywhere misleading "NEXT DAY DELIVERY" or "OVERNIGHT DELIVERY". (2) I also attach your order confirmation and as everybody can see there is nor warning of no Saturday delivery there  nor "NEXT BUSINESS DAY" delivery note there. Therefore, all your statements are not based on facts and actual misleading information on your site.  (3) Knowing exactly that through my experience with other vendors, I've purposely called your business on Friday morning to make sure that MY READING OF YOUR SITE IS CORRECT. Next day or Saturday delivery has been confirmed (otherwise I'd request return of my money). Unfortunately, you did not deliver your promise "NEXT DAY DELIVERY". I ask you again return my money for not delivered service. Thank you.
Regards,
[redacted]

The customer has left out the interactions between the customer and the HouseNeeds rep [redacted]. Below is a recap of the email exchanges that started with the customer's contact and [redacted]'s responses. Houseneeds.com Sale Rep - [redacted] Response to Revdex.com.I have been answering questions for  Houseneeds.com...

for 18 years. We are quite open to answering questions and have areas on our website for that purpose. An appropriate question would have been would have been better from the customer instead we end up being told that we don’t know how to run our business. Quite frankly I found it insulting. He finishes his statement by yelling at us with his use of all capital letters.   So in my snarky way I said that if you don’t charge enough for your services or product you will not get ahead in life.So to wrap things up I find it sad that there is no place for a business to report abusive customers. I also find it sad that there is no way to fine people that abuse their protection systems to bully business.  Customer's exchanges with HouseNeeds. Customer First Contact: To bad you guys have overpriced yourself in all you heating and other. I purchased a lot of direct vent heaters from you in the past but must move on. Customers run the environment of business; therefore in saying with the precises they are asking.  GOOD LUCKHouseneeds Answer: [redacted] sets the online pricing not us. If you are finding it cheaper on line we would like to know where. By the way one sale in the last 5 years is not a lot of heaters. So you must be the low priced installer of this equipment. Just keep driving that 1990s truck and carrying a balance on your credit cards... Have a happy new year. HouseNeeds Inc. Attn: [redacted]The customer replied with 3 emails after our first and only response above - also and here is a recap. 3rd Email from Customer:Revdex.com is satisfied with your email I will be contacting you organization Directly.  2nd Email from Customer:And any more crap like this and I will report you [redacted] 1st Email from Customer thread below:On Tue, Dec 26, 2017 at 6:27 PM, [redacted] <[redacted]> wrote: I am not an installer I purchased 7 of these in my house I purchased from your company, I also drive a 2017 Truck and with you attitude good luck [redacted]. You will never here from me again and I told a lot of people about you when I purchased your equipment in the past but not anymore. You have a nice day **

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
Hello, Your response is factually incorrect. (1) I did call your company phone number ([redacted] - Vermont) on January 26, 2018 at 12:37 CST.  The call last 3 min and 03 sec. I have record of this call in my phone call log. I've extracted the record for you. Calllog file is attached. I also attach screen shot of your website with the same contact number.(2) Your associate (female) told me that part will be delivered from [redacted] location. Apparently, she was in Vermont at different than [redacted] location.(3) I asked her "what I need to do to make sure that part will be delivered on Saturday 1/27/18?". She said that delivery will be done by [redacted] and I need to do nothing if [redacted] has Saturday delivery to my place. I've confirmed that [redacted] has Saturday delivery at my place. This was the end of the phone conversation. As I put in my comment to the order (you should have it on record) "I need the fastest delivery possible" and gave my phone number. Nobody called me. Nobody sent me tracking info. My phone call was the last communication with HouseNeeds
Regards,
[redacted]