NorthAmerica HVAC

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.[Provide details of why you are not satisfied with this resolutionPlease respond here ONLY]Regards, [redacted]

Business Response to a Complaint Complaint ID#: [redacted] Company Name: NorthAmericaHVAC Company Contact: [redacted] Company Phone: Company Email: [redacted] [redacted] Person Who Sent the Complaint: [redacted] Staff Member: Response: The customer ordered a fan blade on 5/30/and on 6/1/it was shipped direct from the factory in order to save timeInitially, the customer advised he had received the incorrect partWe noted that the factory had not included the hub with the fan blade and offered to ship it at that time and asked if this was acceptableThe customer opened an [redacted] case and we issued a return authorization on 6/16/for the return and refund of the itemWe received the item back on 6/30/and determined that the correct part had been shippedThe order was was refunded in full Sent on: 8/25/4:26:PM

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 Much of what the seller said was true However, the service company that attempted to install the part also says that the part was defective I have also provided several email contacts to the seller and they have not attempted to contact the service company to date 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 [Provide details of why you are not satisfied with this resolutionPlease respond here ONLY] Regards, [redacted] I did not order the wrong motorThe company sent a motor that was not programmedI called the technical department whose telephone number was included with the first motor for technical issuesI shared with this tech person the symptoms that the first motor that I received from [redacted] displayed and he said it was not programmed and it would have to be sent back for programmingI contacted NA and they said the tech guy didn't know what he was talking aboutThey said there would be a 50% restocking fee if I sent it backNA contacted me later and said if I would pay shipping both ways they would resolve the problemThe shipping cost were in excess of $When I ordered the first motor I sent the part number from the failed motor [redacted] and they sent a motor with the same part number [redacted] back but it would not workIT WAS NOT PROGRAMMEDI had no choice but to pay the shipping charges to have them send a programmed motorThe second motor ran as it should

Business Response to a Complaint Complaint ID#: [redacted] Company Name: North America HVAC Company Contact: Debora Russell Company Phone: Company Email: [redacted] Person Who Sent the Complaint: [redacted] Staff Member: Response: The customer ordered a gas valve from us on 7/14/and it was shipped on 7/15/On 8/27, the customer advised that he felt the part was defectiveAfter further correspondence, he was issued a return authorization for the return of the partFollowing company procedure, the returned part was inspected upon its arrival and it was discovered that the gas valve had been cross threadedThis is not a factory defect, but a problem that occurs through improper installationThe customer was advised of this and he explained that he had employed a service company to install the valveWe offered to email the technician who performed the installThe customer advised technician wished to receive a phone call; however, we provide customer service through email and live chatOur Customer Service Supervisor provided his direct email address for this purpose, but the personnel at the service company apparently declined to use either method to contact usWe have not heard from the service company to dateWhile we understand the frustration of the customer, we did not provide a defective partRather, it was damaged during installation and was not repairableThe customer needs to address this issue with his service company as they are the ones who bear responsibilitySent on: 10/28/2:33:PM

[redacted] first contacted us on July 28th, the same day his package was delivered, stating the following: " sans-serif;">Upon receiving this order it seems as this is the wrong valve and not the one I orderedI ordered 7200iper and received a 720-054" Please note that this email was received at 8:pm EST We responded to this email the following morning informing [redacted] that the item he received was shipped correctly and the part is the proper replacement for his old part numberPlease see the link below, which is the exact listing used to place this order: http://www.northamericahvac.com/oem-robertshaw-24-volt-furnace-gas-valve-7200ipe...⇄ This replacement gas valve has superseded many older part numbers (including 7200iper) over the yearsIn order to help buyers find the parts they need, we list our parts by their original part numbersThis listing has older part numbers in the titleIn addition, the listing description states the following: "The valve comes with an LP conversion kit, and several fittings you may or may not need for installationThe Robertshaw # is 720-and it is designed to replace" The part [redacted] received (720-754) comes exactly as shown in the photo of the listing and as the listing states " Replaces old part #'s: 7200IPER 7E3-D5B-720-07J 720-079" As a courtesy, we waived our standard 20% restocking fee & issued a full refund for this order (including the original shipping cost)Please let me know if you have any other questions or concerns regarding this complaintThank you and have a great day! -- NorthAmericaDistribution Customer Service Manager [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.Much of what the seller said was true However, the service company that attempted to install the part also says that the part was defective I have also provided several email contacts to the seller and they have not attempted to contact the service company to date Regards, [redacted]

Business Response to a Complaint
Complaint ID#:
***
Company Name: North America HVAC
Company Contact: Debora Russell
Company Phone:
Company Email: ***
Person Who Sent the Complaint: *** ***
Staff Member:
Response: The customer ordered a gas valve from us on 7/14/and it was shipped on 7/15/On 8/27, the customer advised that he felt the part was defectiveAfter further correspondence, he was issued a return authorization for the return of the partFollowing company procedure, the returned part was inspected upon its arrival and it was discovered that the gas valve had been cross threadedThis is not a factory defect, but a problem that occurs through improper installationThe customer was advised of this and he explained that he had employed a service company to install the valveWe offered to email the technician who performed the installThe customer advised technician wished to receive a phone call; however, we provide customer service through email and live chatOur Customer Service Supervisor provided his direct email address for this purpose, but the personnel at the service company apparently declined to use either method to contact usWe have not heard from the service company to dateWhile we understand the frustration of the customer, we did not provide a defective partRather, it was damaged during installation and was not repairableThe customer needs to address this issue with his service company as they are the ones who bear responsibilitySent on: 10/28/2:33:PM

Business Response to a Complaint
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Complaint ID#:
***
Company Name:
North America HVAC
Company Contact:
*** ***
Company Phone:
Company Email:
***
Person Who Sent the Complaint:
*** ***
Staff Member:
Response:
The customer ordered the incorrect motor and after corresponding with our Customer Service Department agreed that this was the caseSince the motor was programmable, we advised that he could return it and we would program it with the correct specsThe customer returned the motor to us and provided a shipping label for us to use when reshipping the motor to him (after we had programmed it)We did receive the motor back, programmed it and then use his shipping label to send the motor back to himThe customer allowed his Ebay return claim to expire and to the best of our knowledge is now happy with the transaction
Sent on: 8/26/3:33:PM

Business Response to a Complaint
Complaint ID#:
***
Company Name:
North America HVAC
Company Contact:
***
Company Phone:
***
Company Email:
***
Person Who Sent the Complaint:
*** ***
Staff Member:
Response:
This order suffered from two errorsOne, the motor was shipped directly from the factory without being programmedThis, however, worked to the advantage of the customerHe had ordered the incorrect motor which was discovered as we were investigating the problemSince the motor was not programmed to start with, we were able to program it with the correct programmingHad the factory programmed it before shipping to the customer, this would have created additional problems and cost the customer more moneySince the motor not being programmed did materially affect the problem and actually turned out to the customer's benefit, we excluded it from our initial response so as to not confuse the issueThank you
Sent on: 9/11/12:50:PM

Business Response to a Complaint
8.5pt">Complaint ID#:
***
Company Name:
North America HVAC
Company Contact:
***
Company Phone:
***
Company Email:
***
Person Who Sent the Complaint:
*** ***
Staff Member:
Response:
This order suffered from two errorsOne, the motor was shipped directly from the factory without being programmedThis, however, worked to the advantage of the customerHe had ordered the incorrect motor which was discovered as we were investigating the problemSince the motor was not programmed to start with, we were able to program it with the correct programmingHad the factory programmed it before shipping to the customer, this would have created additional problems and cost the customer more moneySince the motor not being programmed did materially affect the problem and actually turned out to the customer's benefit, we excluded it from our initial response so as to not confuse the issueThank you
Sent on: 9/11/12:50:PM

Business Response to a Complaint
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Complaint ID#:
***
Company Name:
NorthAmericaHVAC
Company Contact:
***
Company Phone:
Company Email:
***.***
Person Who Sent the Complaint:
*** ***
Staff Member:
Response:
The customer ordered a fan blade on 5/30/and on 6/1/it was shipped direct from the factory in order to save timeInitially, the customer advised he had received the incorrect partWe noted that the factory had not included the hub with the fan blade and offered to ship it at that time and asked if this was acceptableThe customer opened an *** case and we issued a return authorization on 6/16/for the return and refund of the itemWe received the item back on 6/30/and determined that the correct part had been shippedThe order was was refunded in full
Sent on: 8/25/4:26:PM

Business Response to a Complaint
Complaint ID#:
***
Company Name:
North America HVAC
Company Contact:
*** ***
Company Phone:
Company Email:
***
Person Who Sent the Complaint:
*** ***
Staff Member:
Response:
The customer ordered the incorrect motor and after corresponding with our Customer Service Department agreed that this was the caseSince the motor was programmable, we advised that he could return it and we would program it with the correct specsThe customer returned the motor to us and provided a shipping label for us to use when reshipping the motor to him (after we had programmed it)We did receive the motor back, programmed it and then use his shipping label to send the motor back to himThe customer allowed his Ebay return claim to expire and to the best of our knowledge is now happy with the transaction
Sent on: 8/26/3:33:PM

[redacted] first contacted us on July 28th, the same day his package was delivered, stating the following: "Upon receiving this order it seems as this is the wrong valve and not the one I ordered. I ordered 7200iper and received a 720-054" Please note that this email was received at 8:50 pm EST. ...

We responded to this email the following morning informing [redacted] that the item he received was shipped correctly and the part is the proper replacement for his old part number. Please see the link below, which is the exact listing used to place this order: http://www.northamericahvac.com/oem-robertshaw-24-volt-furnace-gas-valve-7200ipe...⇄ This replacement gas valve has superseded many older part numbers (including 7200iper)  over the years. In order to help buyers find the parts they need, we list our parts by their original part numbers. This listing has 3 older part numbers in the title. In addition, the listing description states the following: "The valve comes with an LP conversion kit, and several fittings you may or may not need for installation. The Robertshaw # is 720-054 and it is designed to replace....... " The part [redacted] received (720-754) comes exactly as shown in the photo of the listing and as the listing states " Replaces old part #'s: 7200IPER 7E3-D5B-029 720-07J 720-079" As a courtesy, we waived our standard 20% restocking fee &  issued a full refund for this order (including the original shipping cost). Please let me know if you have any other questions or concerns regarding this complaint. Thank you and have a great day! -- NorthAmericaDistribution Customer Service Manager [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.
[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]
Regards,
[redacted]
 
 
 I did not order the wrong motor. The company sent a motor that was not programmed. I called the technical department whose telephone number was included with the first motor for technical issues. I shared with this tech person the symptoms that the first motor that I received from [redacted] displayed and he said it was not programmed and it would have to be sent back for programming. I contacted NA and they said the tech guy didn't know what he was talking about. They said there would be a 50% restocking fee if I sent it back. NA contacted me later and said if I would pay shipping both ways they would resolve the problem. The shipping cost were in excess of $30.00. When I ordered the first motor I sent the part number from the failed motor [redacted] and they sent a motor with the same part number [redacted] back but it would not work. IT WAS NOT PROGRAMMED. I had no choice but to pay the shipping charges to have them send a programmed motor. The second motor ran as it should.

Business Response to a Complaint Complaint ID#: [redacted] Company Name: North America HVAC Company Contact: Debora Russell Company Phone: 8122465131 Company Email: [redacted] Person Who Sent the Complaint: [redacted] Staff Member: Response:...

The customer ordered a gas valve from us on 7/14/15 and it was shipped on 7/15/15.. On 8/27, the customer advised that he felt the part was defective. After further correspondence, he was issued a return authorization for the return of the part. Following company procedure, the returned part was inspected upon its arrival and it was discovered that the gas valve had been cross threaded. This is not a factory defect, but a problem that occurs through improper installation. The customer was advised of this and he explained that he had employed a service company to install the valve. We offered to email the technician who performed the install. The customer advised technician wished to receive a phone call; however, we provide customer service through email and live chat. Our Customer Service Supervisor provided his direct email address for this purpose, but the personnel at the service company apparently declined to use either method to contact us. We have not heard from the service company to date. While we understand the frustration of the customer, we did not provide a defective part. Rather, it was damaged during installation and was not repairable. The customer needs to address this issue with his service company as they are the ones who bear responsibility. Sent on: 10/28/2015 2:33:00 PM

Business Response to a Complaint
Complaint ID#:
[redacted]
Company Name:
North America HVAC
Company Contact:
[redacted]
Company Phone:
8[redacted]
Company Email:
[redacted]
Person Who Sent the Complaint:
[redacted]
Staff Member:
Response:
I have reviewed our listing and the belts sent are advertised as "[redacted] - CUB CADET Super Heavy Duty Kevlar Aramid All Purpose V-Belt 4L105 1/2" x 105". However, it is possible that our belts were tagged onto another seller's listing as a suitable replacement, or that Amazon combined our original listing with another seller's listing. Our store return policy did state that there is a 25% return policy for orders correctly shipped. Exceptions are always made for customers not satisfied with the product they received, and the return authorization provided Mr. [redacted] stated: :" Sometimes we find that this may not be what the customer wanted, or they didn’t understand this is what was being listed. Should this be the case you may certainly return the part for a full refund." Mr. [redacted] did return the pats, and has received a full refund.
Sent on: 10/27/2015 7:32:36 AM
Sent by: 74.142.16.138

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.
Much of what the seller said was true.  However, the service company that attempted to install the part also says that the part was defective.  I have also provided several email contacts to the seller and they have not attempted to contact the service company to date. 
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.[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]I have included a copy of sale for the items purchased from North America HVAC. No where does it state Cub Cadet 754-0125. They also did not pay me for return shipping for their dishonest advertising on Amazon. I did receive a refund for shipping from Amazon after agreeing to accept this companies refund for the original purchase (which was not the Gates Powerated Belts that their bill of sale stated. Regards,[redacted]

Business Response to a Complaint
Complaint ID#:
[redacted]
Company Name:
NorthAmericaHVAC
Company Contact:
[redacted]
Company Phone:
Company Email:
[redacted].[redacted]
Person Who Sent the Complaint:
[redacted]
Staff Member:...


Response:
The customer ordered a fan blade on 5/30/15 and on 6/1/15 it was shipped direct from the factory in order to save time. Initially, the customer advised he had received the incorrect part. We noted that the factory had not included the hub with the fan blade and offered to ship it at that time and asked if this was acceptable. The customer opened an [redacted] case and we issued a return authorization on 6/16/15 for the return and refund of the item. We received the item back on 6/30/20 and determined that the correct part had been shipped. The order was was refunded in full.
Sent on: 8/25/2015 4:26:55 PM