Modern Parts House

We are responding to the above customer complaint and your letter dated 9/15/After reading Mr [redacted] 's response in your letter, we will again repeat what took place here at our storeMr [redacted] came into our store and "Inquired" during his work hours as he claimed [redacted] if we carried motorsWhen he was asked what type of motor he needed, he "responded" it was for an air conditionerHe was then asked what type of air conditioner, the brand name of the air conditioner and which motor He "responded" it was for a central air conditioner and needed the compressor fan motorHe did not have the motor with him, any information (Specifications or Model Number of said Unit or Motor) let alone any pictures with himWithout this information, we have no clue as to what type of air conditioning unit he has, size, etc and all units are different Again as we stated, the associate (and the Store Manager overheard this discussion) as the associate explained to Mr [redacted] we do not have any cross references for these types of units, but in order to provide him with a correct motor he would need to bring in the motor so we could read all of the specifications off the motor, or a model number off of the main unit and we would contact our HVAC supplier to match his motorThis way we can verify the motor is correct and compatible for his unitMr [redacted] then told us it was for a Rheem and our associate asked him if he had removed the motor yet and he said "No" and our associate again told him we could not help him unless we had all the information off the motor or the units model number_ The associate then told Mr [redacted] to bring in the motor and he said he was working, inquired about our business hours and said he would bring it in after workWe did tell Mr [redacted] this motor was not returnableWe did show him the signs posted and have been posted for years if not months, we did point out on his receipt and verbally told him "ALL SALES ARE FINAL?' Mr [redacted] still wanted this motor and agreed to purchase it WITH ALL of the terms of the sale we discussedOur guess is Mr [redacted] and with his HVAC friend who he said fixed his air conditioner most likely didn't need the motor and after it was tampered with wanted to return it for a full refund since he didn't need it, This is not how we do business and we do not resell used partsIn closing, with all of the terms we discussed, we told the customer if it was the wrong motor we would exchange it as long as it was not tampered with and still wrapped upBut we not refund his moneyMr [redacted] ' agreed and continued to purchased the motor based on all the terms discussed, pointed out and posted in our storeRegards,Modem Parts House Management

Mr [redacted] came into our store and inquired if we carried motorsWhen he was asked what type of motor he needed, he responded it was for an air conditionerHe was then asked what type of air conditioner, the brand name of the air conditioner and which motorHe responded it was for a central air conditioner and needed the compressor fan motorHe did not have the motor with him or any information (Specifications or Model Number of said Unit or Motor) with himIt was then explained to Mr [redacted] we do not have any cross references for these types of units, but in order to provide him with a correct motor he would need to bring in the motor so we could read all of the specifications off the motor, or a model number off of the main unit and we would contact our HVAC supplier to match his motorThis way we can verify the motor is correct and compatible for his unitMr [redacted] then told us it was for a Rheem and our associate asked him if he had removed the motor yet and he said No" and our associate again told him we could not help him unless we had all the information off the motor or the units model numberThe associate then told Mr [redacted] to bring in the motor and he said he was working, inquired about our business hours and said he would bring it in after workHe told the associate his situation, how he needed a motor ASAP and needed to get this unit fixedBefore Mr [redacted] left the store, we told him we would do our best to see what was available and how soonHe then left our store and said he would call us back when he got home with the information or bring in the motorLater that day, Mr [redacted] called us backWhen the associate spoke to him, he told her he had the motor in front of himThe associate then asked him if he was bringing it in and he said "No"The associate then asked him to read all of the information off the motor, asked him how it was mounted and he provided her with the following information: Emerson 208-Volts RPM Motor modeltt K5SHXJGH-60H AmpHP 1/CLWMABolted All the information was written down as to what Mr [redacted] provided over the phone including his phone number and told him we would call him back on what we found out and what is availableThis was a compressor fan motorLater the same day, the associate called Mr [redacted] back and advised him what was available based on the information he providedThe associate also explained to Mr [redacted] our HVAC supplier needed to know how this motor was mounted as it does make a differenceWhile Mr [redacted] was on the phone with our associate, she called the HVAC supplier back and went through the details of how the motor was boltedAgain, Mr [redacted] said it was "bolted", was quoted a price of $and the availability (We did not have this motor in stock) and we would have to do a special pick-upHe said he would call us backThe associate then searched our in-stock motors and found one and called our supplier to verify the motor would work for MrJargarWhile the supplier was again put on hold, the associate called Mr [redacted] back again and again went through the specifications of the motor and the way it was mountedThe motor we had in stock was a little more powerful, he was quoted a price of $and Mr [redacted] said that was fine and he would come back to our store to look at it and compare the motorsThe associate also recommended Mr [redacted] to bring his motor with him to compare themWhen Mr [redacted] arrived he did not have his old motor with him in his possessionHe said he did not remove it yetThe associate then brought out the new motor we had in stock and opened the new box so Mr [redacted] and the associate could compare them with, the new motor and the specifications Mr [redacted] supplied usThe associate also advised him since this motor is an electrical part, it would not be returnable as she pointed to the TWO SIGNS posted in the front of our storeShe also pointed this out on his Sale ReceiptIt was also explained to Mr [redacted] if he wasn't sure about the motor he would need to keep the motor wrapped up as it was when she opened the box, do not install it or tamper with it and if it is the wrong motor, we would exchange it for anotherHe said the motor was fine, it matched and agreed to our termsMr [redacted] was aware and read our signs posted and he continued with making his purchase(See the attached Sales Receipt:- Paid $cash and the balance on this credit card) On September 10, 2015, Mr [redacted] called us to advise he thinks he possibly purchased the wrong motorWhen we inquired as to why, he said "The mounting looks different on my motor, but I have a HVAC buddy who is coming over and well see if we can work with it." The associate again explained to Mr [redacted] the motor was not returnable, but if he didn't install the motor, not tamper with it, leaves it wrapped and in the original box as it was showed to him at the counter, we would then exchange it for another motor and we would need to see his old motor and mountingMr [redacted] then responded that he had a HVAC buddy coming over to check the unit out and between the two of them they would try to use the motor purchased and see if they could make it workConversation endedOn September 11, 2015, Mr [redacted] came into the store with a box and a motor inside the boxThe motor was unwrapped and it looked tampered withHe then laid his receipt on the counter and told us he did not want or need the motor he purchased as he and his HVAC buddy fixed his unitMr [redacted] did not want an exchange and he said he didn't need the motor anymore and asked for a full refundWe then examined the motor, its condition and the boxWe again explained to Mr [redacted] the motor was not returnable, but if it was not tampered with we would gladly exchange it for a new oneThis motor was unwrapped, had a scratch on the side and one of the wires was twistedWe again explained it is not our policy to take back electrical partsThe associate again reminded Mr [redacted] what they discussed and we would exchange the motor if the motor was not tampered with, unwrapped, etcnot return itWe would only exchange it for a new oneNot refund his moneyThe associate again pointed out the print on his Sales Receipt ALL SALES ARE FINAL" and told him we do not sell or resell used or `tried on" partsHe became angry and hostile and demanded a refundThe associate told Mr [redacted] to hold on to his receipt and the motor and she would have the Store Manager call him when she returned from lunch to further discuss this matterMr [redacted] left the store angry and yelled "You will not get away with this and I will get my money back." The following emails were also received after the above matter (See attached)Was Mr [redacted] explained the return policy — YES Was Mr [redacted] shown the signs posted?— YESPointed out on his sales receipt "All sales are final?' - YES Modern Parts House Management

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below This is not at all how this all happened! I had a picture of the motor the day I first walked in the store with all the specifications on it.Also the sales associate knew what kind of air conditioning unit it was for..a Rheem air conditioning unitThey sold me the right specifications motor but not a correct motor for a Rheem air conditioning unitThey also never asked me to bring in the motor since I had a picture of it on my phone and the correct unitAt the time if the sale I was never told its not retunable, only when I called them back to tell them they sold me the wrong motor Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

We are responding to the above customer complaint and your letter dated 9/15/2015. After reading Mr. [redacted]'s response in your letter, we will again repeat what took place here at our store. Mr. [redacted] came into our store and "Inquired" during his work hours as he claimed* if we carried motors. When he was asked what type of motor he needed, he "responded" it was for an air conditioner. He was  then asked what type of air conditioner, the brand name of the air conditioner and which motor.  He "responded" it was for a central air conditioner and needed the compressor fan motor. He did not have the motor with him, any information (Specifications or Model Number of said Unit or Motor) let alone any pictures with him. Without this information, we have no clue as to what type of air conditioning unit he has, size, etc and all units are different Again as we stated, the associate (and the Store Manager overheard this discussion) as the associate explained to Mr. [redacted] we do not have any cross references for these types of units, but in order to provide him with a correct motor he would need to bring in the motor so we could read all of the specifications off the motor, or a model number off of the main unit and we would contact our HVAC supplier to match his motor. This way we can verify the motor is correct and compatible for his unit. Mr. [redacted] then told us it was for a Rheem and our associate asked him if he had removed the motor yet and he said "No" and our associate again told him we could not help him unless we had all the information off the motor or the units model number_ The associate then told Mr. [redacted] to bring in the motor and he said he was working, inquired about our business hours and said he would bring it in after work. We did tell Mr. [redacted] this motor was not returnable. We did show him the signs posted and have been posted for years if not months, we did point out on his receipt and verbally told him "ALL SALES ARE FINAL?' Mr. [redacted] still wanted this motor and agreed to purchase it WITH ALL of the terms of the sale we discussed. Our guess is Mr. [redacted] and with his HVAC friend who he said fixed his air conditioner most likely didn't need the motor and after it was tampered with wanted to return it for a full refund since he didn't need it, This is not how we do business and we do not resell used parts. In closing, with all of the terms we discussed, we told the customer if it was the wrong motor we would exchange it as long as it was not tampered with and still wrapped up. But we not refund his money. Mr. [redacted] ' agreed and continued to purchased the motor based on all the terms discussed, pointed out and posted in our store. Regards,Modem Parts House Management

Mr. [redacted] came into our store and inquired if we carried motors. When he was asked what type of motor he needed, he responded it was for an air conditioner. He was then asked what type of air conditioner, the brand name of the air conditioner and which motor. He responded it was for a central air...

conditioner and needed the compressor fan motor. He did not have the motor with him or any information (Specifications or Model Number of said Unit or Motor) with him. It was then explained to Mr. [redacted] we do not have any cross references for these types of units, but in order to provide him with a correct motor he would need to bring in the motor so we could read all of the specifications off the motor, or a model number off of the main unit and we would contact our HVAC supplier to match his motor. This way we can verify the motor is correct and compatible for his unit. Mr. [redacted] then told us it was for a Rheem and our associate asked him if he had removed the motor yet and he said No" and our associate again told him we could not help him unless we had all the information off the motor or the units model number. The associate then told Mr. [redacted] to bring in the motor and he said he was working, inquired about our business hours and said he would bring it in after work. He told the associate his situation, how he needed a motor ASAP and needed to get this unit fixed. Before Mr. [redacted] left the store, we told him we would do our best to see what was available and how soon. He then left our store and said he would call us back when he got home with the information or bring in the motor. Later that day, Mr. [redacted] called us back. When the associate spoke to him, he told her he had the motor in front of him. The associate then asked him if he was bringing it in and he said "No". The associate then asked him to read all of the information off the motor, asked him how it was mounted and he provided her with the following information: Emerson 208-230 Volts RPM 1075 Motor modeltt K5SHXJGH-2667 60H Amp.73 HP 1/6 CLWMANE-DO Bolted
All the information was written down as to what Mr. [redacted] provided over the phone including his phone number and told him we would call him back on what we found out and what is available. This was a compressor fan motor. Later the same day, the associate called Mr. [redacted] back and advised him what was available based on the information he provided. The associate also explained to Mr. [redacted] our HVAC supplier needed to know how this motor was mounted as it does make a difference. While Mr. [redacted] was on the phone with our associate, she called the HVAC supplier back and went through the details of how the motor was bolted. Again, Mr. [redacted] said it was "bolted", was quoted a price of $137.00 and the availability (We did not have this motor in stock) and we would have to do a special pick-up. He said he would call us back. The associate then searched our in-stock motors and found one and called our supplier to verify the motor would work for Mr. Jargar. While the supplier was again put on hold, the associate called Mr. [redacted] back again and again went through the specifications of the motor and the way it was mounted. The motor we had in stock was a little more powerful, he was quoted a price of $175.00 and Mr. [redacted] said that was fine and he would come back to our store to look at it and compare the motors. The associate also recommended Mr. [redacted] to bring his motor with him to compare them. When Mr. [redacted] arrived he did not have his old motor with him in his possession. He said he did not remove it yet. The associate then brought out the new motor we had in stock and opened the new box so Mr. [redacted] and the associate could compare them with, the new motor and the specifications Mr. [redacted] supplied us. The associate also advised him since this motor is an electrical part, it would not be returnable as she pointed to the TWO SIGNS posted in the front of our store. She also pointed this out on his Sale Receipt. It was also explained to Mr. [redacted] if he wasn't sure about the motor he would need to keep the motor wrapped up as it was when she opened the box, do not install it or tamper with it and if it is the wrong motor, we would exchange it for another. He said the motor was fine, it matched and agreed to our terms. Mr. [redacted] was aware and read our signs posted and he continued with making his purchase. (See the attached Sales Receipt:- Paid $100.00 cash and the balance on this credit card) On September 10, 2015, Mr. [redacted] called us to advise he thinks he possibly purchased the wrong motor. When we inquired as to why, he said "The mounting looks different on my motor, but I have a HVAC buddy who is coming over and well see if we can work with it." The associate again explained to Mr. [redacted] the motor was not returnable, but if he didn't install the motor, not tamper with it, leaves it wrapped and in the original box as it was showed to him at the counter, we would then exchange it for another motor and we would need to see his old motor and mounting. Mr. [redacted] then responded that he had a HVAC buddy coming over to check the unit out and between the two of them they would try to use the motor purchased and see if they could make it work. Conversation ended. On September 11, 2015, Mr. [redacted] came into the store with a box and a motor inside the box. The motor was unwrapped and it looked tampered with. He then laid his receipt on the counter and told us he did not want or need the motor he purchased as he and his HVAC buddy fixed his unit. Mr. [redacted] did not want an exchange and he said he didn't need the motor anymore and asked for a full refund. We then examined the motor, its condition and the box. We again explained to Mr. [redacted] the motor was not returnable, but if it was not tampered with we would gladly exchange it for a new one. This motor was unwrapped, had a scratch on the side and one of the wires was twisted. We again explained it is not our policy to take back electrical parts. The associate again reminded Mr. [redacted] what they discussed and we would exchange the motor if the motor was not tampered with, unwrapped, etc. not return it. We would only exchange it for a new one. Not refund his money. The associate again pointed out the print on his Sales Receipt ALL SALES ARE FINAL" and told him we do not sell or resell used or `tried on" parts. He became angry and hostile and demanded a refund. The associate told Mr. [redacted] to hold on to his receipt and the motor and she would have the Store Manager call him when she returned from lunch to further discuss this matter. Mr. [redacted] left the store angry and yelled "You will not get away with this and I will get my money back." The following emails were also received after the above matter (See attached). Was Mr. [redacted] explained the return policy — YES Was Mr. [redacted] shown the signs posted?— YESPointed out on his sales receipt "All sales are final?' - YES
Modern Parts House Management

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This is not at all how this all happened!  I had a picture of the motor the day I first walked in the store with all the specifications on it.Also the sales associate knew what kind of air conditioning unit it was for. ..a Rheem air conditioning unit. They sold me the right specifications motor but not a correct motor for a Rheem air conditioning unit. They also never asked me to bring in the motor since I had a picture of it on my phone and the correct unit. At the time if the sale I was never told its not retunable, only when I called them back to tell them they sold me the wrong motor.
Regards,
[redacted]