Ingram's Water & Air Equipment

SEE ATTACHMENT FOR COMPANY RESPONSE AND ITS DOCUMENTS. Mr. [redacted],        Once again we are very sorry for the issues you have had. We understand that there will be times where we fall short and fail to fulfill our obligation to our customer.  With that said though, we...

always make it right.  This is the reason why we provided you with the $300 refund and made sure the order was rushed.  We will never allow a customer to go without having the situation resolved. In regards to the hose kit we spoke about when you called my personal cell that Saturday,  it was sent on Monday to you and you have received it.  Also, on Monday 8/31 at 9:45 AM we confirmed to you that the glycol would also be sent out to you at no additional charge.  You did inform us on 9/10 you had not received the glycol as of yet and I confirmed with you over the phone that I will make sure it gets loaded on a truck for you on 9/10 and that I will follow up with you with a phone call every day until you get the 5 gallon bucket.  I also informed you that we will absolutely make sure you are taken care of and do everything within reason to make you a happy customer.  We appreciate your input and we think of situations like yours this way.... Positive reviews builds up our ego but we hope that a negative review will build our character. This situation has given us the opportunity to be better at what we do.-- Best Regards,[redacted]National Sales managerIngram's Water & Air Equipment[redacted]

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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

I have received the remaining product and have arrived at a mutually agreeable resolution with the company.

[redacted]
 
We are very sorry you have ran into all these issues. I made sure the refund processed yesterday for you.  I wish you...

would have contacted me in regards to this like you di for the other 210 dollard that we refunded you.  At no time have we been ignoring you.  You and I spoke many times before.  Is there anything else we need to do.  You said you would remove the Revdex.com dispute if we provided you with the $3oo dollars refund.  But more that that , We want to create a a fan of our company and are asking if there is anything else we can do for you?  If you need a protective cove for the outside lines going up to your house we would be willing to send you 12 foot of line cover at our cost to you as an apology for all of this.  Or maybe we can send you out for dinner on us.
Please let us know.  Here is my personal cell phone number [redacted] call anytime !!!!!
 
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Best Regards,
 
[redacted]
Customer Service
Ingram's Water & Air Equipment
[redacted]

Mr. [redacted],I am glad to say we will be sending the $1000.00 check out to you in the next 14 days. Can you please respond back to this email stating this will resolve the issue and please provide for us the address the check should be sent to.-- Best Regards,[redacted]National sales ManagerIngram's Water & Air Equipment[redacted]

See attachment for original.Mr. [redacted],This letter is being sent to you regarding your order of a [redacted] Water to Water [redacted] Geothermal Heat Pump on 31 December 2015. To reiterate what we have informed you multiple times via phone and email, we are willing to refund the full purchase cost of $5,548.82 contingent on the unit being picked up from your driveway by a freight carrier and transported back to us. Pick up and transportation cost would be accommodated at our own expense. Please note $550.82 has already been refunded to you, so if a pickup is made, $4,998.00 would be additionally refunded.We have attempted to arrange this refund transaction according to those ends multiple times in order to alleviate your dissatisfaction. Each time we have asked you to contact us regarding a time for the freight company to secure the unit, you have failed to contact us back via email, phone or mail. As you have been informed on multiple occasions, we are unwilling to issue you a refund check until the unit has been secured by a freight company with whom we have a business relationship. We would be happy to arrange such a meeting as soon as you find convenient to contact us with a reliable date for freight pickup.If you are unwilling to allow us to pick up the unit before a refund check is received, we would be willing to deposit the funds into an escrow account created for the purposes of this transaction. If this additional convenience is unacceptable to you also, then we are at an impasse.Please contact our Logistics Department (ext [redacted]), or our Sales Manager (ext [redacted]) no later than 7:30 PM Central Standard Time on Friday, 30 September 2016 to schedule a pick up time for the [redacted] Water to Water [redacted] Geothermal Heat Pump.Should you choose of your own regard not to contact us by the aforementioned date and time, we will consider the matter closed to your satisfaction. All further correspondence with us after that date and time should be conducted through our attorney, [redacted]With Regards,[redacted] Ingram Ingram's Water & Air Equipment [redacted]

[redacted]    [redacted] We are sorry for the delay in the warranty part you had.  We do not carry all warranty parts for [redacted] products.  Your warranty does cover the cost of all parts for the length of your...

warranty.  This Part has shipped and you have confirmed you have received the tracking for this part ([redacted]).  Please be sure we have done everything possible to get this part as soon as possible.  Once again we are very sorry for the delay from the factory but you should have this part very soon. The part has shipp[redacted] I hope this resolves this issue as your desired outcome was to “have the part to fix the unit”.  Please let me know if we need to do anything else for you.Best Regards,[redacted] [redacted]

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.  For your reference, details of the offer I reviewed appear below.
     My installer and myself were both originally told by [redacted] at Ingram's that he had talked to the manufacturer and they would pay $500 and Ingram's would pay $500. Weeks later he says he does not remember that conversation. Anyone that buys a brand new item that does not work right out of the box expects to get a replacement item or refund. In this case the seller says only parts are covered. Now [redacted] says [redacted] will pay $350. He will try to get me a little more but can only guarantee the $350. This is just not acceptable. I talked to [redacted] and he asked what it would take to resolve this and I told him to pay my installer what they told him they would pay him to repair this brand new unit. He said he will talk to the owners and see what they can do. They are to let me know today. I originally asked for them to pay my installer and provide me with a labor warranty but am willing to settle for them paying my installer. If they do not pay for this repair then I will have to myself. Adding this to the purchase price of the unit means I end up paying a premium price for what is basically a refurbished unit. All I ask for is Ingram's to do the right thing ethically and morally.
Regards,
[redacted]

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.  For your reference, details of the offer I reviewed appear below.
I request a call from someone superior to [redacted] the National Sales Manager.  I have been provided untruthful / inaccurate information too many times during this transaction; in short, I'll believe it when I see it.  On 8/31 [redacted]. promised that glycol would be shipped to me.  I was promised fed ex tracking information and an anticipated arrival sometime later in the week of September 3rd.  I never received the Glycol or the Fed Ex tracking info.  When I inquired with Ingrams last evening, I was told that the glycol was never shipped.  Today, [redacted] claimed that it was shipped, but was lost in shipping.  Then, ultimately, he admitted that it was never shipped in first place. Today, [redacted] told me that Ingrams wishes to further compensate me for this ordeal; however, no indication of what that compensation entails has been offered.  I would like Ingrams to provide, in writing, their compensation offer.
Regards,
[redacted]

Mr. [redacted]We have sent you a $300.00 refund per your request to close this situation for you. This check was sent the first week of September.  Please let us know if you do not have the check by 9.15.2016 .  We are happy that we have come to an agreement that works for both parties....

 Please let us know if there is anything else we can assist with in the future.--Best Regards,[redacted]
[redacted]Ingram's Water & Air Equipment[redacted]

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[redacted]To whom it may concern:I have been contacted by [redacted] with Ingram Water & Air, [redacted] has listen to my...

side of the story and has agreed to correct the matter by refunding the full restocking fees and the return freight cost.  I now consider this matter to be closed and handled in a professional manner.Please consider this matter resolved to my full satisfaction.Thank you, [redacted]
[redacted]

Per [redacted] with Ingram's their company is the retailer and the consumer needed to go thru the mfg. to resolve however in an effort to resolve Mr. [redacted]'s issue Ingram's sent him a new unit.

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.  For your reference, details of the offer I reviewed appear below.
[PLEASE SET UP THE DATE FOR PICKUP AND PROVIDE TO ME WITH THE DATE.]
Regards,
[redacted]

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[redacted]   We are sorry for the you have had with the [redacted] system.   Your warranty does cover the cost of all parts for the length of your warranty....

   I have called you last week to get this resolved with you.  When we spoke on Tuesday may 30th you indicated that we could possible come to an agreement to resolve this.  You told me you would contact me back with a resolution.    We are very sorry for the issue you have had with the factory but we be happy to assist you in this to get it resolved. Please contact me back at [redacted] to get this resolved for you I cannot refund any monies until I can speak with you to confirm information.  Once again I am sure we can get this resolved to your satisfaction.   [redacted]
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