Marey Heater Corp.

The proper procedure for returning a Marey product for refund would be to first contact the seller and ensure that the customer is still within the return policy. Then the seller or customer can reach out to Marey for return instructions. I was notified by the seller, [redacted], that the customer was...

outside of the return policy and had opened a PayPal claim. [redacted] stated that because PayPal had already refunded the customer, that the heater should be returned and at that time requested that the unit be returned to the Marey customer service center in Texas. However, [redacted] eventually had the case with PayPal reversed and the money removed from the customers account because the customer still had possession of the product. The customer has the product, the seller has their payment. The seller is refusing to offer a refund outside of the return policy. We cannot, in good faith, accept a customers product knowing that they will not be granted a refund from the seller. Furthermore, Marey only has a 30 day return policy. If the customer would like to perform troubleshooting or have technical support provided, that is something we can facilitate. However, we cannot accept a unit, returned for refund, that will not be refunded.  Best,[redacted]

Dear Mr. [redacted],I apologize for [redacted] not being able to provide you with more information in regards to your purchase.  We are the customer service center, however, in the interest of security for our customers, we do not have access to your information that was entered to our...

website for ordering (i.e. credit card information).  Our company uses shipping warehouses to ship units all over the country, and even across the globe.  When a customer contacts us in regards to an order, we have access to the shipping history of these shipping warehouses, and so we can find out what unit was order, who the carrier was, and what date the unit shipped.  We merely provide customer technical support, and repair units in our facility here in Texas currently.  I have attached a screenshot of the order page from Shipwire (our shipping warehouse company), as this is the only information that we have access to here at the service center. Please contact your bank or credit card company and discover what card this purchase was made on, as you may be a victim of identity theft, and may need to have your bank or credit card company issue a new card as there may be other unauthorized purchases being made on this card.  Once we receive the unit at our Texas warehouse, we will be able to process the refund to you.  Best Regards,[redacted]Marey US Service Center[redacted]

Responded to customer's email with the following message:
 
Hi [redacted],
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I am so sorry for the delayed response. Your unit is finished being repaired and is ready to be shipped back. Because of the delay and lack of response I will be returning the repaired unit to you free of charge. Can you please provide me with the best shipping address to be used?
 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I was not near a phone today to receive a call. There are no messages in my inbox or spam for the last two days. Perhaps you could have left that proof here for Revdex.com to decide. I think that would be best to warn customers that it is impossible to reach your company for results in warranty and returns unless Revdex.com is brought in. I left several messages myself with no calls. NO email returns (still ). I will not be needing your services anymore. I wouldn't own another marey hater for anything. I will just suck up this loss and leave this complaint right where its at. Thanks but too late.
Regards,
[redacted]

This customers purchase was made on 5/6/2013, per the attachment. His registration was not complete within 30 days, per the attachment, he completed it on 1/27/2014. Also, the particular unit info attached, shows that the unit needs 44 amps, which will require a 50 amp breaker. To offer a faster form of customer service, we always offer to send the part needed to the customer in the hopes that it will solve their issue without the customer needing to send the unit in for repair. This does not always solve the issue unfortunately. I spoke to this customer personally and advised him I would be more than willing to work with him on pricing. If the repair cannot be done by sending out parts, then we can absolutely repair the unit on site.

Complaint: [redacted]
I am rejecting this response because:The tracking number that is being provided my bank has no idea what that is.  Surely someone from Marey can call the bank to find out what is needed.  I provided the Wire and EDI info please call Bank of North Georgia at [redacted] to track and find out how to properly transfer funds to my account.
Regards,
[redacted]

I spoke to this customer personally on 1/8/2014. He advised me that his unit was having an issue and we agreed that it should be sent in for repair. I also advised the customer that as he did not register his unit in the warranty program, he would not be covered under the warranty policy, but as a...

courtesy, I would be willing to work with him on the fees associated. The customers unit arrived here on 1/13/2014. Our technician mounted the unit and discovered that due to the several attempts as resetting the unit, it had burned out the heating element and could only be replaced. The particular unit the customer has, ranges in price, starting at $189.00. The customer was billed a replacement fee of $50.00 and the shipping fee of $15.00. This customer paid a total of $65.00 for a brand new unit, when in all actuality, he had not registered his original unit in the warranty program and therefore was liable to pay all fees associated to replace his unit with a brand new unit at the regular price. As a courtesy, I lowered the price for this customer to receive a brand new unit.

Complaint: [redacted]
I am rejecting this response because:
As stated in the emails we had a leak in the unit. They told me there was nothing they would do for me. It took them about 8 days to respond to my emails stating that I was going to have to buy another heater by monday. They didn't respond until four days later. They already said they were not going to cover the unit. It came out of the box as damaged and they would not do anything to replace it. All communication after that was just to keep it off of Revdex.com's site. They called me one time after I had already ordered the new heater and I was not available. 
If this is what other customers can expect they need to be warned. I am looking at the box and nothing on the box states or on the warranty form that it is to be sent in within 30 days or they would not warranty product. I also looked over the site I purchased item from and there is no warning about a 30 day mail in warranty form. I purchase items all the time and they sit until there is time to install the item. This is not acceptable. 
Regards,
[redacted]

Complaint: [redacted]I am rejecting this response because:
The tracking number that is being provided my bank has no idea what that is.  Surely someone from Marey can call the bank to find out what is needed.  I provided the Wire and EDI info please call Bank of North Georgia at [redacted] to track and find out how to properly transfer funds to my account.
Regards,
[redacted]

Hello [redacted], I am sorry I missed the email from the you in which the customer is continuing to refuse to mark my response as satisfactory. I had been corresponding directly with the customer and he has in fact received email communication from me, as indicated in the messages below. Customer Oct 28 21:05 I have replaced the unit already. Your company needs more employees apparently. Customer service is horrendous. Sorry Sent from Yahoo Mail on Android From:"Marey International, LLC" <[email protected]>  Date:Wed, Oct 28, 2015 at 6:12 PM  Subject:[Marey International, LLC ] Re: Warranty claim Customer Service Oct 28 16:12 Hi [redacted], A leak from the discharge valve can typically be remedied by insuring the o ring is not damaged and that the discharge valve is fully installed into the water valve assembly. If it is leaking from the bottom of the discharge valve, you can tighten the screw located inside the tube itself. What size heater did you have in mind for an upgrade? Best Regards,  [redacted] Customer Service Associate  [redacted] 
[redacted]  www.marey.com Note: For the 5 year warranty to be valid, the unit must be  registered within 30 days of the purchase date. You may register the warranty  online by going to the following address: www.marey.com and click the "warranty registration" link at the bottom of the page. Customer  Oct 21 13:50 Well, I tried to reach your office again at both numbers with no luck. I know what your policy is, well now at least. As I stated before we had just opened the box for installation a cpl weeks ago to install this heater. If this simple mishap is all it takes for your company to back out of a warranty for a defective item I don't want another one of your heaters. And getting a hold of someone is impossible. Do not think this will not be on Revdex.com's business site. And I am thinking about making an online youtube review of your warranty, damaged item, and terrible customer service. If this is what you want please do not respond. If you are interested in fixing this and getting us a good heater. Then please call [redacted] to reach me. That is my cell number so I can answer your questions right away instead of playing phone tag. This couldn't have come at a worse time for me. I really want this heater replaced as it is leaking into the floor. I am either buying another companies heater first thing monday or receiving a phone call to replace this one by then. Thanks  [redacted] On Monday, October 19, 2015 1:40 PM, "Marey International, LLC" <[email protected]> wrote:  #yiv8610462348 table td {border-collapse:collapse;}#yiv8610462348 body .filtered99999 .yiv8610462348directional_text_wrapper {direction:rtl;unicode-bidi:embed;} Customer Service Oct 19 11:40 Hi [redacted], I called the number provided in the signature of your email and was told you are currently unavailable. Please give me a call at your earliest convenience so we can discuss what options are available to you at this time. We are a small office. Today there are only two of us available to answer the phones. If you are unable to get through, it is because we are on the other line. Please shoot me a quick email when you have some free time and I would be happy to call you back on whatever number you would like to provide. Thank you. Best Regards,  [redacted] Customer Service Associate  [redacted] 
[redacted]  www.marey.com Note: For the 5 year warranty to be valid, the unit must be  registered within 30 days of the purchase date. You may register the warranty  online by going to the following address: www.marey.com and click the "warranty registration" link at the bottom of the page. Customer Oct 15 09:33 I have a unit that was just installed a week ago but it is leaking. We have had the unit for about three months now. I talked with a ron who said this would not be an issue and to speak with Jenn who handles these claims at Marey. It is leaking from the water purge unit and yes it has been tightened down. We also have a concern about the flow of the unit and he said that it would be no big deal to upgrade the unit and pay the difference at the same time as the warranty claim. Can you please have someone call me. I cannot get through on the phone number. And have left messages.Thanks The Marey warranty policy does not allow for upgrades or exchanges outside of the sellers return policy. The customers seller’s return policy is 60 days. The customers date of purchase was 7/28/2015. The warranty policy only covers replacement parts or repair for parts that have failed due to a manufactures defect. Nothing in our correspondence indicated that the heater was defective due to a manufactures defect. I request that the statues of this case be changed to resolved. The customer was unwilling to participate the in conversation, aside from indicating that our service was poor and they are displeased. Thank you.

Hello,I apologize for any confusion, however, the return policy is 30 days from the date of purchase; not 10 months as Miss [redacted] stated in her rejection. The Marey Customer Service Center advises customers to research the additional products they will need and wait to make their purchase of the Marey product until they are ready to install. The Marey Customer Service Center did not speak with Miss [redacted] prior to purchase. Marey does not sell any accessories (either required or recommended) for the installation of the tankless hot water heaters. This provides the customer the option to purchase locally, if available. Because of how widely building codes vary across the United States, it would be impossible to provide a "one size fits all" installation kit. Marey strongly recommends that the customer consult with local plumbing and HVAC professionals to ensure compliance with local code prior to installing any water heaters.  Due to the amount of time that has passed since the sale, regardless of the name of the purchaser vs owner, this unit is not eligible for refund. Marey International LLC cannot refund money we did not receive and your seller is declining to open an exception to her return policy. The unit is registered in the warranty, thus the cost of repair and any replacement parts that have failed due to manufactures defect will be covered within the first year. After the first year, to a total of five years, the cost of replacement parts that have failed due to manufactures warranty will be covered. The warranty does not cover refunds, shipping costs, or cost associated with environmental or set up related damage. Per the policy, we received your unit to our repair facility in Texas. The unit was tested by the Marey Head Technician. The technician was able to determine that the batteries were only supplying 2 volts of power. The unit requires a minimum of 3 volts for consistent results. This would be the reason you had to turn the unit on and off several times to get it to activate and why it would turn off quickly after activation. After changing the batteries, the unit worked and tested perfectly. It produced hot water at appropriate temperature increase based on the flow rate. I authorized an exception to the warranty policy and covered the cost of return shipping to have the repaired and tested sent back to the customer. While we are sorry to hear that Miss [redacted] was unable to use her Marey heater to her standards and satisfaction, we have not been able to isolate or identify any defect with the unit. A refund will not be provided from Marey. Best Regards,[redacted]

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.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
As stated in the emails we had a leak in the unit. They told me there was nothing they would do for me. It took them about 8 days to respond to my emails stating that I was going to have to buy another heater by monday. They didn't respond until four days later. They already said they were not going to cover the unit. It came out of the box as damaged and they would not do anything to replace it. All communication after that was just to keep it off of Revdex.com's site. They called me one time after I had already ordered the new heater and I was not available. If this is what other customers can expect they need to be warned. I am looking at the box and nothing on the box states or on the warranty form that it is to be sent in within 30 days or they would not warranty product. I also looked over the site I purchased item from and there is no warning about a 30 day mail in warranty form. I purchase items all the time and they sit until there is time to install the item. This is not acceptable. 
Regards,
[redacted]

Responded to customer's email with the following message: Hi [redacted], I am so sorry for the delayed response. Your unit is finished being repaired and is ready to be shipped back. Because of the delay and lack of response I will be returning the repaired unit to you free of charge. Can you...

please provide me with the best shipping address to be used? Sincerely,[redacted]