PexUniverse.com

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I contacted the manufacturer of the pump, Grunfos, and they indicated to me that the vendor, Pex Universe, did NOT return the defective pump to them even though I returned it to the vender within months of the time it was sold to me The vendor, Pex Universe, issued me an RMA number and clearly confirmed with me BEFORE I SENT THE PUMP BACK for replacement that the pump was under warranty It was only after I paid for shipping it back and they received it that they said the pump was NOT under warranty.I suspect they sold me a pump that had sat on their shelf -- and by the time it was sold to me and returned -- it was beyond the month warranty period set by Grunfos....even though it was clearly within the month warranty for me as the end user Bottom line, I returned the defective pump undar warranty and they issued me an RMA # It is the responsibility of Pex Universe to honor their warranty and refund the $promised me[redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

I'm not sure from where you getting your information, the package was delivered at your addressA follow up with fedex confirmed that the delivery address was correctThere has been no recharge on your American express because we do not save customers payment information for security reasonsPlease see the attachment customer declined the payment with his credit card companyAt this time we cannot reship a product that has been delivered

The information that you've provided has been carefully consideredUnfortunately at this time we cannot accept the return because you failed to report the damage within days from April ***which is the delivery date Also the package was transported from the delivery address ( *** [redacted] ***) to CANADA where the damages could of occurredWhen you placed the order with our company you entered into an agreement with our return policy which at this time has been violated I do apologize for the inconvenience please feel free to contact us if you'll need further assistance

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: What was not stated in the response is that there is an up charge for the replacement To me that doesn't add up to a "Replacement" In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [They said they returned my merchandise, and that they didBut they did not return near enough money and will not disclose how they came up with the amount.] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

*** *** placed an order with our company on October **, and on January *** he requested to return the product for a refundCustomer had passed the day return period as its described on our website, however as a courtesy we did approve his returnPlease view the attached
files showing that we have submitted a refund for the items that *** *** returnedThe refund was done in accordance with our terms and conditions, Sincerely,Elik B***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I call *** *** card after I seen that Pex universe recharged my card and denied it I told them that fed ex delivered the package on the state highway property in the snow beside the bridge All they had to do was carry it about three hundred feet onto our property I called FedEx they said the package has been declared lost and that the shipper had to open a claim That there was nothing I could do The delivery guy quit a few days after the package was delivered
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Unfortunately the warranty starts from the first time the order was placed ( May 2014)The warranty is in accordance with the order that was delivered in May of Therefore the warranty for that period has expired, since the customer has placed a new order in March of his
warranty for this product will end in February of

To whom it may concern:Due to extreme weather *** did not attempt delivery for the first three days, please view the tracking number as referenceTracking number shows that the packages were delivered at customer's address, *** claim was deniedSince than the credit card company has refunded
the customer

This was part of *** order, the unit is unable to be resold therefore *** has issued a full refund to the customerThe item was refused and returned to buyer as wellPlease see the attached info

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

While their response appears to be reasonable, I am rejecting it because it is NOT accurate.  I contacted the manufacturer, Grundfos North America, and they CONFIRMED that the warranty does NOT revert back to the first order.  The pump I ordered in August 2014 was replacing a defective pump...thus the time period for the 24 month warranty begins from that date.  I suspect that the vendor sold me a pump that was on their shelf. Secondly, Grundfos Pumps, will also confirm that even if the warranty extends to the May 2014 date -- I still returned it within the 24 month warranty.  The fact that they issued an RMA # [redacted] for the return of the defective pump should be evidence enough that I originally was told the pump was under warranty.  Otherwise, why would they have issued an Return Merchandise Authorization number and why would I return a pump at my expenses if it was NOT under warranty?  The fact is that THEY KNOW the pump was under warranty and that is why they issued the RMA #.......only to find out once the "date stamp" was seen that they had sold me a pump that had sat on their shelves.  In any case, if you will check with the manufacturer, Grundfos North America ([redacted]) they will confirm the truth and accuracy of what I've shared, namely that the 24-month warranty to the end user (customer) is from the date of purchase -- rot the earlier date as alleged by the vendor. Grunfos customer service does indicate, however, that there is a 30-month "date stamp" on thier pumps as the outside limit for their pumps.  But like I mentioned above -- they suspect the vendor had it on their shelf for a period of time when they originally sold it to me -- not thinking that there would be a warranty issue.  Regardless, they should be honoring the 24-month warranty to me, the customer. Thank you ! [redacted]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
Edward Mattfeld

To whom it may concern: [redacted] placed an order # [redacted] on March [redacted]  with the same billing and shipping address however later he called to change the address. Unfortunately we cannot change the address once the order has been confirmed with a credit card company. We can however...

cancel it and also advise the customer to place another order with the desired shipping address.  [redacted] was refunded in full for the order #[redacted] in the amount of $263.76( [redacted]), also the second order # [redacted] shipped with fedex  on March [redacted] 2017  under this tracking number[redacted] and it has an estimated delivery date for March [redacted] 2017. PexUniverse has emailed [redacted] notifying him of every steps in the process of his order. PexUniverse does not save any customers credit cards, such as security code or expiration date we take our customers security very serious. We do apologize for the inconvenience and please feel free to contact us if you'll need any further assistance. Sincerely,[redacted]

To whom it may concern:We notified you that the manufacture had discontinued the product, per our return policy we informed you that if you would place an order for a new pump the cost of the defective pump would be refunded to you in full. However if you decide to request a refund without...

purchasing  new order there is a fee that is associated with the return of a item that has been installed quite sometime.  If indeed you place an order for the new comfort system pumps than a full refund will be given to you once the product is return. I'm not sure if there was a miscommunication between you and the customer representative. Please feel free to contact us for further assistance.Sincerely,[redacted]###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Please find attached emails from both Pex Universe and the manufacturer to corroborate my claimsThe defective pump is no longer available from the manufacturer.  There is a direct replacement model that the manufacturers regional sales representative told me is the same list price as the defective pump.  Pex Universe wants to charge me an additional $33.00 for the replacement.  If I don't purchase a replacement from them and only return the defective pump they will charge me a 15% restocking fee that they claim IS BEING CHARGED BY THE MANUFACTURER.  The attached correspondence from the manufacturer clearly states that THEY HAVE NO SALES OR WARRANTY AGREEMENTS WITH Pex Universe.  My sales contract is unfortunately only between me and Pex Universe but that doesn't give them the right TO BLAME THE MANUFACTURER FOR THEIR REDICULOUS RETURN FEES.  If a return is do to a customer's error then a restocking fee is acceptable but for a failed or defective product it has no place. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The information that you've provided has been carefully considered. Unfortunately at this time we cannot accept the return because you failed to report the damage within 3 days from April [redacted]which is the delivery date.  Also the package was transported from the delivery address ( [redacted]...

[redacted]) to CANADA  where  the damages could of occurred. When you placed the order with our company you entered into an agreement with our return policy which at this time has been violated.   I do apologize for the inconvenience please feel free to contact us if you'll need further assistance.

Hello, The return was mis- delivered by [redacted], the driver delivered the package to a different business. We were able to retrieve the package and a full refund was issued. We do apologize for any inconvenience that this might have caused you.  Sincerely,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I contacted the manufacturer of the pump, Grunfos, and they indicated to me that the vendor, Pex Universe, did NOT return the defective pump to them even though I returned it to the vender within 24 months of the time it was sold to me.  The vendor, Pex Universe, issued me an RMA number and clearly confirmed with me BEFORE I SENT THE PUMP BACK for replacement that the pump was under warranty.  It was only after I paid for shipping it back and they received it that they said the pump was NOT under warranty.I suspect they sold me a pump that had sat on their shelf -- and by the time it was sold to me and returned -- it was beyond the 30 month warranty period set by Grunfos....even though it was clearly within the 24 month warranty for me as the end user.  Bottom line, I returned the defective pump undar warranty and they issued me an RMA #.  It is the responsibility of Pex Universe to honor their warranty and refund the $329.95 promised me.[redacted]
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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 and the matter has been resolved.I received the order and the refund.  
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

What was not stated in the response is that there is an up charge for the replacement.  To me that doesn't add up to a "Replacement"
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

I'm not sure from where you getting your information, the package was delivered at your address. A follow up with fedex confirmed that the delivery address was correct. There has been no recharge on your American express because we do not save customers payment information for security reasons. Please see the attachment customer declined the payment with his credit card company. At this time we cannot reship a product that has been delivered.