Misty Mate, Inc.

The below email was sent directly to the customer.  From: Customer Service Sent: Saturday, May 9, 2015 5:04 PMTo: [redacted]

Subject: RE: Contact Form Hi [redacted] Thank you for contactingus!  I apologize...

for the delay in reply.  We can most certainly sendyou replacement nozzles at no cost under your warranty.  Simply send yourshipping address and Product Key Warranty number we will process theshipment.    Thanks, www.mistymate.com

Apologies for any delay in processing.  The exchange will ship out tomorrow.

We are in email communication with this customer directly.

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.The business will not contact me by phone.  After approx. a month of leaving messages on their voicemail they did contact me by email.  I still have not received answers to my concerns.  On 8/16 they said to send them my address.  I responded with that info 4 hours later.  Have the parts been shipped ? No response from them.  This whole process could have been resolved with a 3 minute phone call and they would have a satisfied customer.  Please read the reviews on the Revdex.com website.  I seem to only receive emails from them on a Sunday.  Is this a part time, partially staffed company ?   No one puts their name on any emails.  PLEASE CALL YOUR CUSTOMERS BACK OR REMOVE THE MESSAGE ON YOUR PHONE SYSTEM.  Thank you.   

Regards,

Apologies for any delay.  We will ship replacement nozzles on 7/23 at no cost to the customer.  A full set will be sent due to the inconvenience.

We apologize for the delay in reply.  We have sent you a full set of replacement nozzles at no cost under your warranty.  We have included extra nozzles due to theinconvenience.  You can expect to receive them within 3-5 business days.  Let us know if you need...

anything else.

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 have not heard from you concerning the defective parts I received Sept. 2, 2015.  Please reply.  Thank you.  

Regards,

Review: I purchased a pack of 5 mist nozzles from Misty Mate and only received one and I was charged for a pack of 5. Order was placed on 5/27/2015. I have placed several calls to Misty Mate and left a return number and sent 2 emails. None of my correspondence was returned.Desired Settlement: I want to receive the 4 nozzles left out of my order, or my money refunded.

Business

Response:

We apologize for the delay in reply and shipping error. We will ship out the missing nozzles from this customer's order tomorrow morning.

Review: I ordered a "Misty Mate" Misting System from [redacted]. It was broken straight out of the box. The box says the product has a 5 year warranty which I am well within. I would like a refund, plus the product shipped back to them at their expense. I E-mailed them several times about the issue and they refuse to even E-mail back at this point. I'm not sure what part of 5-year warranty that I'm missing, if the warranty only covers repairs, they should at least E-mail back and tell me that. I haven't seen anything like that in the owner's manual or on their website. I would please like my money back.Desired Settlement: Full Refund per the Warranty that should still be valid. They should pay to have it sent back too.

Business

Response:

We are shipping this customer a new Cool Patio 20 unit at no cost tomorrow 6/14/15 even though this customer has not provided their warranty number details nor proof of purchase. The customer should receive it within 5 business days. Please note that we have been in direct communication with the customer; this item is covered under a 4 (four) year limited warranty. It is not possible to issue a refund since the customer purchased through a third party ([redacted]).

Consumer

Response:

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. Attached to forward to the Misty Mate representatives are pictures showing all of my order information and a visual aid of EXACTLY what is broken. I did not authorize them to send me a new system because then I will have a broken system laying around that I will have to figure out how to dispose of PROPERLY. Since they irresponsibly didn't even offer to take the old one back for refurbishing, repairing, or recycling, I would have to put it in the landfill; I'm not cool with that! Since they didn't even respond to my last E-mail, I had to provide them with all the information I had at the time, hence the attached proof of purchase: a screenshot of the purchase from [redacted]. They WERE in direct communication with me, but they suddenly just stopped, which is why I'm going through the Revdex.com in the first place. Whether I said this item was covered under a 5 year warranty or a 4 year warranty is irrelevant. The point was that I was WELL WITHIN the warranty period. I would rather have a refund since I am convinced that the new system will just do the same thing again unless they send it with brass JETS AND FITTINGS instead of plastic ones. That was an option, but only for the jets. I say again, the things that are broke ARE NOT the jets!!!! The threaded fitting that the jets screw into is the thing that needs to ALSO BE BRASS.Whether this was purchased from a third party or not is irrelevant, I registered the system warranty at MistyMate.com with the following product key: [redacted]The following options are the only two options that will satisfy me:#1. All Misty Mate products sent to me whether functional or not shall be sent back to Misty Mate headquarters at their expense to HOPEFULLY be repaired or refurbished and resold to another customer, or recycled in another responsible and environmentally appropriate way. THEN, I will be issued a full monetary refund.#2. I received a brand new Misty Mate system fitted with BRASS NOZZLES AND FITTINGS. Not just NOZZLES, but FITTINGS AS WELL.TWO OPTIONS ONLY. CHOOSE!!!!!!!

[Provide details of why you are not satisfied with this resolution.]

Regards,

Business

Response:

Unfortunately this item is not repairable. A new unit did already ship out to the customer. We can ship out brass nozzles as well tomorrow.

Review: On 10/6/14 I contacted company via the "contact form" off their website. I was looking for replacement parts for my mistymate 16, as after less than a year of use, the tip broke and started leaking under pressure.

I was contacted later that day, with a request for more information. Which I provided. Later that day, I was recontacted asking for a photo of the tip (as they had to different versions). Photo was sent same day.

10/16 I contacted the company again via email... As I heard nothing since I sent the photo.

between 10/16 - 10/22 I left 4 different messages trying to reach someone. I also, tried to re-contact them via their "contact form" off their web site.

On 10/23 I was finally contacted again by the company, as was told that their office would be closed until 11/3 due to a "move". A short dialog went back and forth, with still no resolution.

10/24 emails have gone unanswered along with phone calls.Desired Settlement: I think it is really bad for a company to offer parts/warranty service. But you can't contact them to get items. And weeks go by without hearing anything from them.

I would like my replacement parts shipped overnight to me, so that the mistymate mister can be used now (during soccer season) and not get the parts in the winter (when a mister is not needed).

I have a soccer tournament on 11/1/14 that the mister needs to be working for. OR, I would like a full refund as this is the reason we purchased the mister is to use it during sports.

Business

Response:

Misty Mate, Inc. offers a one (1) year manufacturer’s warranty on the specific model that customer [redacted] owns: “16 Classic Personal Mister”. Please note that our standard warranty policy requires the customer to submit proof of purchase and/or warranty product key number in order to process a claim. Misty Mate fully stands behind its product’s quality and therefore agreed to send [redacted] a replacement part- at no cost to him- even though [redacted] did NOT submit the proof of purchase nor warranty product key number required. Shortly after the initial correspondence with [redacted], our company began a full re-location of its facilities- including relocation of their warehouse. As can be expected, during this time there has been limited access to email correspondence. As of today, the new warehouse is not yet ready to process any shipments. This process has taken longer than expected and we sincerely apologize for any inconvenience this delay has caused [redacted]. As soon as our warehouse is operational, we will send out a replacement part to [redacted] right away. The new projected date for this is 11/17/14. Please understand that if we had the capability to send [redacted] the part sooner- we would. It is physically impossible for us to make shipments during this re-location period. In the desired settlement stated above, [redacted] mentions that he would like a full refund. [redacted] did not mention this in any of his direct correspondence with our company. [redacted] would need to provide proof of purchase to verify where he purchased the unit from. After we received this complaint from Revdex.com, we emailed [redacted] on 11/6/14 and he has not yet provided these details. Our standard refund policy as stated on our website is below:If you have purchased a Misty Mate product from MistyMate.com or from a Misty Mate Customer Service Representative, you are granted a ten (10) business day period from the date of purchase to initiate contact with Misty Mate, Inc. in regards to a return. Please contact us via telephone or email as soon as possible to obtain a RMA number, if applicable. Refunds will only be issued if a RMA number has been obtained from Misty Mate, Inc. The product you wish to return must be in Resalable Condition in order to receive a full refund. Resalable Condition is defined upon the following terms:• Product must be cleaned thoroughly. • Product must be completely dried from any water or usage prior to return shipping. • Product must include all of the original parts andaccessories that were originally included. • Product must not be altered, serviced, upgraded or expanded from its original form. • Product must not be damaged by operating outside guidelines for which it was designed and intended by Misty Mate. • Product must not be damaged caused by accident, misuse, stress, negligence, fire, water damage or other external causes. • Product must not be modified to significantly alter its functionality or capability. • Any and all original Misty Mate logos and trademarks must be on the product.Misty Mate retains the right to determine whether the returned product meets the Resalable Condition standards as stated above. IF THE RETURNED PRODUCT DOES NOT MEET THE RESALABLE CONDITION STANDARDS, IT MAY RESULT IN REFUSAL TO YOUR REFUND REQUEST. Misty Mate will issue a refund based only on the original price and paymentmethod in which the order was placed.

Consumer

Response:

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.

As I have stated to the company many times via email and phone messages. I was willing to pay for the parts (which they offered to ship me for free) BUT as of this date, 11-10-14 nothing has happened. If they do reply via email, it has been one excuse after another. Yes, I requested a refund, as that was one of the offers Revdex.com ask me to provide as a possible settlement to this, BUT Misty Mate has yet to even have a manager contact me to talk about it. I have only had one email message (since I opened the Revdex.com complaint) and that was more excuses from the same rep from Misty Mate. And even in their reply to this, the "date" for this move is different. At this point, I do want this issue resolved, but after 34 days of fighting Misty Mate and getting excuses I doubt that will ever happen.

Regards,

Business

Response:

Hi [redacted], Due to the extended delay (which has been out of our direct control), we will be shipping this customer- not just a replacement part- but a brand new complete unit at no cost to him- tomorrow. Let me know what additional details you need from my end in order to update the case in your system. Thanks and best regards, [redacted] MistyMate Logo TEL: [redacted]FAX: [redacted]

Review: I purchased the MistyMate cool patio 30 two years ago for an annual block party. All was well until we used it for a second time one year later, six of the gold mist nozzles easily broke off. The kit came with a four year warranty and even had an official warranty card with a contact number and product key number. I called the contact number and it was an automated system that no matter what extension you used it went to an answering machine. I left five messages over a six week period with no return call. The next step I tried was sending a message via their website http://www.mistymate.com/contacts after three tries I still have had no response. I am very disappointed in this company that sell a product clearly states on the front of the package it has a four year warranty then when there is a problem they ignore they paying customer.Desired Settlement: I would like replacement nozzles that will not break in such a short period of time.

Review: Bought 2 misty mate patio systems last year and the systems are still under a 4 year warranty. When I installed them last year half of the nozzles were broken and brought them back and had to go trough 4 or more packages to find enough nozzle to replace mine since all packages had many broken packages. Upon complete installation on my patio after running water line and putting holes in the eaves of my house the system still didnt work due to the replacement products(nozzles) were breaking on putting them in. I ordered new nozzles on july 11, 2015 and didnt file warranty since I feel the plastic replacement nozzle would be the same crap I bought. I spent almost $90 for brass replacement nozzles. Approximately a week after my order placement my order according to the website is still being processed. I never heard back so on 7/24/2015 I attempted to call but could only get a voicemail so I left a message. On 7/25/2015 afternoon still didnt hear anything back and again left a message and havent heard anything back. I filed this complaint based upon costomers having the same exact problems with this company. I would like my new nozzles for order #[redacted].Desired Settlement: I want my nozzles order #[redacted].

Business

Response:

The [redacted] tracking # for your order is: [redacted]

Review: I purchased their product from a local outlet (Tractor Supply, Palatka FL) and after installing hose found three of the nozzles to be cracked and spraying water all over. I called their phone twice and left voice mail and sent at least two emails from their web site requesting replacements.

For nearly a week there has been no reply of any kind. No calls returned and no emails acknowledging my problem.

Additionally there was included a product ID with suggestion to register the warranty however there is no place on the web site to do this.Desired Settlement: Send me three good misting nozzles for their product #AB 002614-1220-6020

Mail parts to my address as provided and send me tracking number.

Business

Response:

From: Customer Service Sent: Friday, June 19, 2015 1:49 PMTo: '[redacted]'Subject: RE: Contact Form Hi [redacted], Thank you for contacting us and sending this detail! Your replacement nozzles will ship out to you on Monday. We will send you a full set at no cost due to the delay. Please expect this to arrive within 5 business days. You may register your warranty here on our website http://www.mistymate.com/warranty/index Let us know if you need anything else. Thanks and best regards, www.mistymate.com

Review: I tried but unsuccessfuly attempted to contact customer service by phone and email.I ordered nozzles on Friday July 31,2015.I chose overnight delivery .We us these for the cooling of farm animals.I did not receive the items,no confirmation,and still no response from the company.Desired Settlement: I want the nozzles ordered,or a full refund

Business

Response:

The [redacted] tracking number for the shipment is: [redacted]. Upon tracking, this order already delivered on 8/4/15.

Consumer

Response:

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.

Regards,

[redacted] I did receive the items.It was not overnight as ordered.I would like a refund on my expedited shipping only

Review: No one from the company will contact me concerning a warranty issue.Desired Settlement: send replacement nozzles

Business

Response:

We are in email communication with this customer directly.

Consumer

Response:

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.The business will not contact me by phone. After approx. a month of leaving messages on their voicemail they did contact me by email. I still have not received answers to my concerns. On 8/16 they said to send them my address. I responded with that info 4 hours later. Have the parts been shipped ? No response from them. This whole process could have been resolved with a 3 minute phone call and they would have a satisfied customer. Please read the reviews on the Revdex.com website. I seem to only receive emails from them on a Sunday. Is this a part time, partially staffed company ? No one puts their name on any emails. PLEASE CALL YOUR CUSTOMERS BACK OR REMOVE THE MESSAGE ON YOUR PHONE SYSTEM. Thank you.

Regards,

Business

Response:

This customer's replacement parts are shipping out today at no cost to him.

Consumer

Response:

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.

Review: I just bought a [redacted] 6, I opened it and found out that 3 of the 4 nozzles are broken I called to let them know that I (with receipt less than 24hrs old) bought a product and it was faulty and that I don't want to return it I just want some new nozzles and that I would send them the old ones to let them know I was not kidding come to find out their phone service is not open or on till monday and only for a few hours cause i'm in indianapolis so time zones are different I called 4 times emailed 8 over the last 5 weeks with zero responses in any fashion I still do not want any money back just 3 little nozzles so I can use it I bought it for the next 4 camping trips I have planned for this summer and a wedding and I have 2 week before the 1st one startDesired Settlement: I just want 3 little nozzles so I can use it mine are plastic and that is fine as a replacement

Business

Response:

The below email was sent directly to the customer. From: Customer Service Sent: Saturday, May 9, 2015 5:04 PMTo: [redacted]

Subject: RE: Contact Form Hi [redacted] Thank you for contactingus! I apologize for the delay in reply. We can most certainly sendyou replacement nozzles at no cost under your warranty. Simply send yourshipping address and Product Key Warranty number we will process theshipment. Thanks, www.mistymate.com

Consumer

Response:

[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.]

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 until for the business to perform this action and, if it does, will consider this complaint resolved. My address is [redacted]. My product key number is [redacted]

Regards,

Review: Our store carries the Misty Mate products, and we received our spring delivery and were told that we had some back ordered items, I have tried contacting my contact at Misty Mate for the last 2 months by email and phone and have gotten no response, I have also tried to contact the accounts payable department, by email and by phone again, with no response.

Is the company even still in business? Just wondering where our order is?

This is not good customer service, not to be in contact with your customers..Desired Settlement: We would like to be contacted by the company.

Business

Response:

The back-ordered items were not yet available. We will follow up with this customer directly.

Consumer

Response:

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

called Friday then monday then today 7/22/15 no reply broken nozzles [4] on misty mate cool camper 6

Review: Purchased two classic water mister early this year. The hose on both items cracked. Have left various voice message, E-mails, but no reply.Desired Settlement: Have this company honor the warranty. A rep. from this company should be available to resolved all issues.

Review: No one will answer a phone call, return a message or reply to an email. I have attempted all methods mentioned for several weeks. I am attempting to obtain warranty service on my patio mister, which I was assured of when I made the purchase last summer. The warrant is supposed to last 4 years, but it is impossible to get in contact with anyone from MistyMate. I am extremely frustrated at this point.

None of these have been effective.Desired Settlement: My "patio cool 30" system has been mal-functioning since shortly after being installed. Four of the plastic mister nozzles are cracked and the water just pours straight out and it does not mist. The lack of customer service is ridiculous. This company should not have an A+ rating by any stretch of the imagination. All I wanted was a pack of replacement nozzles, but at this point I would rather be refunded the entire amount. I will happily send the system back as long as I never have to waster my time leaving message and sending emails for warranty service that are never returned.

Business

Response:

We apologize for the delay in reply. We have sent you a full set of replacement nozzles at no cost under your warranty. We have included extra nozzles due to theinconvenience. You can expect to receive them within 3-5 business days. Let us know if you need anything else.