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 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:
[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.[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]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.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]

[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 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]