My Fireplace Blower

[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 It doesn't say if they will be issuing a refundThey had the material for over days and there is NO evidence that they didn't damage the materialI still want a full refund with shipping costsTheir communication stated they would refund and then they stated they would not and gave an excuse as to whyThey should have already processed the product before stating they would issue a refundThe expectation is a full refundI do not trust that they didn't damage the product in their handling and I expect them to hold up to the full refund as they stated on the 20th Regards, [redacted] ***

Revdex.com- complaint # [redacted] [redacted] called in on December 10th to inquire about a fireplace blower/fan for his fireplaceFrom my recollection, his fireplace was bit of an older model and I looked up which blower kit is provisioned for his modelAfter seeing which part is called for, I recommended a blower kit which has more airflow and would fit his application based on measurements [redacted] provided of his fireplace.After [redacted] received his order, he called us on Dec 19th and communicated a lack of air flow exiting the upper louver vent space on his fireplace I reassured him the fireplace blower we sent him would have more air flow than the one called for, for his specific modelI also explained to [redacted] that if you place the blower your living room floor and plug it in, you can feel the amount of air coming from the blower and that once you place the blower into the fireplace the resulting airflow out the top louver vent may vary depending on a number of factors: 1) the construction of the fireplace 2) correct installation 3) something inside the fireplace which could obstruct the airflow I provided suggestions to [redacted] which he could do, in attempts to increase airflow based on the factors listed above [redacted] called us again on January 6th, he communicated to me he thought the blower was defective, that there was zero airflow coming out the other upper louver vent space and he would like to send the product back to usI told him if the blower is working, the resulting airflow may not meet his expectations because of one or more of the factors listed above and not because of the blower's performanceWe ended the phone call with a resolution for him to return the product to us and we would refund his purchase.When we received the item back, it was tested and the blower operated normally, it was not defective[redacted] was refunded promptly the full amount of his purchase [redacted] included a letter with his returned order, stating he would like us to also refunded him for the cost of him sending it back to usBesides the following limitation: Our credit card processing does not allow us to refund an amount greater than the purchase price.The situation [redacted] has presented us as a company is unique; we offered our recommendation based on the experience we have along with feedback from tens of thousands past customers - and he has pointed blame at us and our productWhen people purchase DYI (Do It Yourself) parts/products; part of the equation for a successful installation is the person doing the installationWhen customers return products to (Home Depot - Menards - Lowes), these stores will refund the customer, but not reimburse them for the cost of returning the productWe felt refunding Brain the full purchase price was fairDoes the Revdex.com have any precedent for a situation similar to this?***'s Telephone calls:DATE Tel# LengthFri 01/06/- 3:PM - ###-###-#### - 0:12:39Mon 12/19/- 5:PM - ###-###-#### - 0:04:54Sat 12/10/- 12:PM - ###-###-#### - 0:27:53Regards, [redacted] MyFireplaceBlower LLC###-###-####

Regarding the customer complaint ID: [redacted] , we have credited this customer $145.75.Attached is the refund receipt

[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 Regards, [redacted]

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 As stated previously, [redacted] was great on the phone, but the product was clearly sub-par in it's ability to blow any air out from my fireplace I have been a handyman for many years and installing this blower is simple...there was no mistake in installing it After receiving the product and calling him to share the problem, he did say that my fireplace was larger, and that may be the reason for no airflow I clearly wanted a blower, but I wanted one that would work for my fireplace I gave [redacted] all my fireplace dimensions, numbers on the fireplace, etc prior to placing the order on the phone, so there shouldn't have been any guesswork in this transaction If I received a blower, at his recommendation, that was too small or defective, with zero, and I mean zero airflow, it's not my responsibility to ship a bad blower back to him...at my expense...that's just bad business If I was at fault, or changed my mind, I should pay for shipping; however, that is not the case here Regards, [redacted]

We want to resolve this situation and will send a check for the shipping costs to the customer

We will resolve this complaint with the customer's Desired Settlement: Refund Refund of $A check will be mailed to ***

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
I decided I don't have anything elseI feel that it's important for other people to know that the customer didn't decide to "satisfy" me by returning the money, my bank did after I reported the issue to themThe company didn't do me any favors!
Regards,
*** ***

The above customer purchased a fireplace blower on 10/26/Shortly after the product was received, the customer called in and left a voicemail to return the productThe customer was promptly called back and stated the blower was not performing to the level of the expectations she hadWe asked a
few fact finding questions to help with trouble shooting techniques to try to help the customer make sure the blower was installed correctlyThe customer has no desire to verify the blower was installed and operating correctly. We provided a Return Authorization Number to the customer provided instructions on how to return the blowerWe received the returned blower on 11/8/The customer wrote us a email message on 11/14/and we told her we would issue the refund on 11/20/When we went to do the return on November 20th, we opened the returned box and noticed the blower housing was bent and had been damagedWe called the customer on 11/22/left her a messageThe customer called us on 11/28/and we told her the blower unit was damaged she should file a claim with the shipping providerWe have few returns for the hundreds of blowers we sell per month and rarely have shipping damage like in this situation

Regarding the customer complaint ID: [redacted], we have credited this customer $145.75.Attached is the refund receipt.

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.
As stated previously, [redacted] was great on the phone, but the product was clearly sub-par in it's ability to blow any air out from my fireplace.  I have been a handyman for many years and installing this blower is simple...there was no mistake in installing it.  After receiving the product and calling him to share the problem, he did say that my fireplace was larger, and that may be the reason for no airflow.  I clearly wanted a blower, but I wanted one that would work for my fireplace.  I gave [redacted] all my fireplace dimensions, numbers on the fireplace, etc prior to placing the order on the phone, so there shouldn't have been any guesswork in this transaction.  If I received a blower, at his recommendation, that was too small or defective, with zero, and I mean zero airflow, it's not my responsibility to ship a bad blower back to him...at my expense...that's just bad business.  If I was at fault, or changed my mind, I should pay for shipping; however, that is not the case here.
Regards,
[redacted]

[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. 
Regards,
[redacted]

[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.   It doesn't say if they will be issuing a refund. They had the material for over 12 days and there is NO evidence that they didn't damage the material. I still want a full refund with shipping costs. Their communication stated they would refund and then they stated they would not and gave an excuse as to why. They should have already processed the product before stating they would issue a refund. The expectation is a full refund. I do not trust that they didn't damage the product in their handling and I expect them to hold up to the full refund as they stated on the 20th.
Regards,
[redacted]

Revdex.com- complaint #[redacted].[redacted] called in on December 10th 2016 to inquire about a fireplace blower/fan for his fireplace. From my recollection, his fireplace was bit of an older model and I looked up which blower kit is provisioned for his model. After seeing which part is called for, I...

recommended a blower kit which has more airflow and would fit his application based on measurements [redacted] provided of his fireplace.After [redacted] received his order, he called us on Dec 19th and communicated a lack of air flow exiting the upper louver vent space on his fireplace.  I reassured him the fireplace blower we sent him would have more air flow than the one called for, for his specific model. I also explained to [redacted] that if you place the blower your living room floor and plug it in, you can feel the amount of air coming from the blower and that once you place the blower into the fireplace the resulting airflow out the top louver vent may vary depending on a number of factors: 1) the construction of the fireplace 2) correct installation 3) something inside the fireplace which could obstruct the airflow.  I provided suggestions to [redacted] which he could do, in attempts to increase airflow based on the factors listed above. [redacted] called us again on January 6th, he communicated to me he thought the blower was defective, that there was zero airflow coming out the other upper louver vent space and he would like to send the product back to us. I told him if the blower is working, the resulting airflow may not meet his expectations because of one or more of the factors listed above and not because of the blower's performance. We ended the phone call with a resolution for him to return the product to us and we would refund his purchase.When we received the item back, it was tested and the blower operated normally, it was not defective.[redacted] was refunded promptly the full amount of his purchase. [redacted] included a letter with his returned order, stating he would like us to also refunded him for the cost of him sending it back to us. Besides the following limitation: Our credit card processing does not allow us to refund an amount greater than the purchase price.The situation [redacted] has presented us as a company is unique; we offered our recommendation based on the experience we have along with feedback from tens of thousands past customers - and he has pointed blame at us and our product. When people purchase DYI (Do It Yourself) parts/products;  part of the equation for a successful installation is the person doing the installation. When customers return products to (Home Depot - Menards - Lowes), these stores will refund the customer, but not reimburse them for the cost of returning the product. We felt refunding Brain the full purchase price was fair. Does the Revdex.com have any precedent for a situation similar to this?[redacted]'s Telephone calls:DATE                                   ...⇄ Tel#                LengthFri    01/06/2017 -  3:23 PM     -  ###-###-#### - 0:12:39Mon 12/19/2016 -  5:50 PM     -  ###-###-#### - 0:04:54Sat   12/10/2016 - 12:07 PM     -  ###-###-#### - 0:27:53Regards,[redacted]MyFireplaceBlower LLC###-###-####

I found "My Fireplace Blower" when I was looking for a blower for my Majestic gas fireplace. I called their customer service as I had a few questions about the installation. I had a very friendly chat with [redacted] and she was extremely helpful and even e-mailed the installation instructions to me so I could see what I was getting into. I took some measurements of my fireplace and called [redacted] back. She arranged to have a custom blower built for me for less money than their actual catalog item. The custom blower arrived just 3 days later. The quality appears to be excellent and installation was a snap. If only all companies had customer service like this!

A very knowledgeable and helpful group to do business with. The product I needed was
under $100.00 but they treated me like I was buying out the store and I received the product in a timely fashion.

Review: Product was advertised as a direct fit for my very specific make and model fireplace. I received the item and quickly discovered it would not work. I contacted the company to resolve the issue and seek their guidance to which they have been absent to say the least. Their customer service sends me to voicemails and does not return my calls. I have been told the issue will be resolved, yet here we are.Desired Settlement: Refund me my money for a product that doesn't work for my application

Business

Response:

Regarding the customer complaint ID: [redacted], we have credited this customer $145.75.

My Fireplace Blower is a great company to do business with! Order shipped quickly, filled right, and was a good product!