HVAC.com

[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 is satisfactory to me HVAC did contact me to let me know that they refunded my money but also that they had shipped the product to me (now at no charge since they refunded the cost) I think there was internal communication problems - within the company - because it appears they had some inventory, shipped it to me (which resulted in the charge), however I never got notification of the shipment via email and the customer service rep had told me through email that they did NOT have inventory and shipping would be delayed so it appeared as though they had charged me w/o shipping the product (and nobody seemed to know any different for awhile there) HVAC.com did resolve the issue soon after and it appears this was a mistake rather than an intentional business practice Regards, [redacted]

Dear Mr [redacted] , Please accept our sincere apologies for the delay on shipping your order and our error on payment captureWe refunded your payment on September 12th (the next day) and I believe Rebecca, our Customer Experience Team Leader, already reached out and spoke to you to confirm your funds were received back into your Paypal account Please let us know if there is anything else we can do to resolve your concernsWe hold ourselves to a high standard of customer satisfaction and we hope to have an opportunity to serve you in the future Sincerely, Will Housh Founder & CEO

We sincerely apologize for the experience you had with our company. We were built on "wowing" customers by consistently exceeding their expectations. Though I regret that your experience was not a positive one, we take solace in the fact that we have served hundreds-of-thousands of customers in our...

existence, nearly all of whom have had their expectations exceeded. Though it doesn't make your disappointment any less real, please know that your experience was quite atypical. Please know that we share your frustration that your product was on backorder. Almost all of our customer orders are processed and shipped the same day. However, when the item is backordered, our shipping times become delayed. In those instances, we take extra steps to ensure our customers are satisfied, such as overnighting the product the minute it is available. We offered to do the same for you, and that offer still remains open in the event you would like to accept it. In fact, your order is already packed and ready to arrive to you the next day as soon as you say "go." Also note that your order has been completely refunded, as all cancelled orders are. Additionally, I apologize that your efforts to reach us were ineffective. Even in this very busy time of year for our company, our average response time to customer inquiries is less than a day. I am unsure how your inquiries went unanswered, but I assure you we aim to provide quick responses to our customers and will do everything we can to make your next experience better. Please accept our apologies for your experience and let us make it right for you. We do everything in our power to exceed our customers' expectations. Please contact us soon so we may remedy your situation and meet all of your HVAC needs. Best, The HVAC.com Team

[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 is satisfactory to me.  
 
HVAC did contact me to let me know that they refunded my money but also that they had shipped the product to me (now at no charge since they refunded the cost).  I think there was internal communication problems - within the company - because it appears they had some inventory, shipped it to me (which resulted in the charge), however I never got notification of the shipment via email and the customer service rep had told me through email that they did NOT have inventory and shipping would be delayed...  so it appeared as though they had charged me w/o shipping the product (and nobody seemed to know any different for awhile there).
 
HVAC.com did resolve the issue soon after and it appears this was a mistake rather than an intentional business practice.
Regards,
[redacted]

Hello, Mr. [redacted]. I greatly apologize for your frustration and for our lack of clear communication. Your feedback is very important to us and we will use it to improve our customer service procedures in the future.
We will happily receive the original filters back and give you a 100% credit...

toward the purchase of the correct size. Sometimes the sizes are difficult to match up so we certainly understand. You will be responsible for the shipping cost to return the filters to us and any cost difference if the replacement filters are a higher value, but otherwise we are ready to take care of this for you right away.
For a full resolution of this issue, please contact [redacted] Customer Experience Manager, at [redacted], between the hours of 9:00 AM - 4:30 PM Monday through Friday[redacted] is out of the office today (7/11/4) but will be back on Monday, 7/14/14.
Thank you, and we appreciate your business. We expect to give our customers a much better experience and we will work hard to improve in the future.
Sincerely,
[redacted]
Founder & CEO

Dear Mr. [redacted],
Please accept our sincere apologies for the delay on shipping your order and our error on payment capture. We refunded your payment on September 12th (the next day) and I believe Rebecca, our Customer Experience Team Leader, already reached out and spoke to you to confirm your...

funds were received back into your Paypal account.
Please let us know if there is anything else we can do to resolve your concerns. We hold ourselves to a high standard of customer satisfaction and we hope to have an opportunity to serve you in the future.
Sincerely,
Will Housh
Founder & CEO