Proline Range Hoods

Customer service was no help at all in fixing the lighting problem . They did send us new lights which were not the right ones for the unit, we called several times , and sent emails with photos, part numbers , model of hood, and purchase date. We've gotten nowhere. So no two years later we have a hood that works great but we cook in the dark. Buyer beware.

There may have been a misunderstanding with the customer because construction is going onOther than the month delay on inspecting the range hood which is well past the return time frame, we were considering sending a replacement to the customer However, customer did a chargeback on his CC this morning At this point we will be refunding the customer We offered compensation to customer since the "damage" could possibly be hidden by side cabinets since this is an under cabinet range hood, but we'll be refundingper request on Charge Back paperwork Customer can keep or dispose of the "damaged" range hood but will be refunded in full

First of all, we at Proline apologize for the issues the customer is having with their range hood It is our goal to have every customer happy with their purchase and have no issues or problems This has been a tricky problem to locate The customer states her name, address, phone number email, range hood type Nothing is the same as the order The order is under a different name, address, phone, email, order number and the range hood originally ordered (520.30) was changed to a after the fact AND, the replacement part was in fact shipped on 4/5/ So, if the customer did not receive the part, there's probably a good reason why We're having a hard time locating them Customer is actually [redacted] - Order [redacted] , Changed to a model on 518/ So, if we can actually track the customer down to the correct address etc, will send them a new range hood and not ANOTHER part The customer service will try to get in touch with them

Sorry for the inconvenience the customer may be having Our web site spells out very clearly the day return policy on a product Once an item has been installed, it cannot be returned Inspection needs to take place before installed We do accept returns under certain
situations if needed I've seen the pictures and the "rust" may be a stretch to try to exchange because of the size issue the customer is having The size of the range hood is 29.5" but that is spelled out very clearly on the web site All range hoods from any company - not just ours - are listed the same way 30", 36" 42" but the actual size is under that amount This allows for errors and crooked walls etcwith cabinet installation If the customer called and was given information about a return that is not acceptable, I do apologize but this is our return policy that any customer would receive This is true about the range hood being out of stock as well We do have an upgraded model (at no additional charge) I would be more than happy to send out to the customer if he would like to send the other one back The size issue will not change here however This is a very fair offer we are making which is well beyond what we are required to do

Complaint: ***
I am rejecting this response because: I want the Hood replaced please and am not looking for a refund as there was no Contractor involvedI called and emailed them first before complaining to Revdex.com
Sincerely,
*** ***

Customer is correct We have sent out parts for possible problem and nothing has worked Since we are trying to trouble shoot from miles away, sometimes it makes it difficult to find the exact problem With this being the situation, we decided to send the customer a new
replacement hood but explained to the customer this was out of stock The shipping to and form our factory takes time This was scheduled to be in port (Los Angeles or Oakland) on December and then to us within a week after that We expect it any time and the customer will be sent a replacement This was all told to the customer Sometimes it's difficult to make everyone happy but we're trying

Revdex.com:I in fact did receive the part in question. [redacted] was my contractor and notified after the complaint was made that he received it. 
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

There may have been a misunderstanding with the customer because construction is going on... Other than the month delay on inspecting the range hood which is well past the return time frame, we were considering sending a replacement to the customer.  However, customer did a chargeback on his CC this morning.  At this point we will be refunding the customer.  We offered compensation to customer since the "damage" could possibly be hidden by side cabinets since this is an under cabinet range hood, but we'll be refunding... per request on Charge Back paperwork.  Customer can keep or dispose of the "damaged" range hood but will be refunded in full.

To date, I (Spencer S[redacted]) have not received any email from the customer otherwise this would be resolved without the Revdex.com's involvement.  However, our return policy is pretty self explanatory.  We do have a 14 day, no questions asked return policy as well.  This is so the...

customer can return for any reason.  Even though the customer has held on to the range hood for a couple months, we will take this customers range hood back for a full refund if he wants to ship it back.  As mentioned, our return policy is pretty solid and we've checked many return policies as well. We want the customer to be happy with his purchase wherever it comes from but needs to check the return policy if he's going to sit on it for a while.

First of all, we at Proline apologize for the issues the customer is having with their range hood.  It is our goal to have every customer happy with their purchase and have no issues or problems.  This has been a tricky problem to locate.  The customer states her name, address, phone...

number email, range hood type....  Nothing is the same as the order.  The order is under a different name, address, phone, email, order number and the range hood originally ordered (520.30) was changed to a 129.30 after the fact.  AND, the replacement part was in fact shipped on 4/5/17.  So, if the customer did not receive the part, there's probably a good reason why.  We're having a hard time locating them...  Customer is actually [redacted] - Order [redacted], Changed to a model 129.30 on 518/16.  So, if we can actually track the customer down to the correct address etc, will send them a new range hood and not ANOTHER part.  The customer service will try to get in touch with them.

Customer ordered a range hood from our company on October 15, 2017.  This item was inspected and shipped on October 16.  With FedEx.  Tracking number [redacted].  This Item was delivered on October 23 to the New York area and an appointment with the customer was made and...

delivered on October 25.  Customer reported to our office on November 20, 2017 some damages were on the range hood - almost 1 month later.  These damages may or may not have happened with FedEx.  They may have happened with the contractor while construction was going on.  We do not know this and we aren't going to place blame.  Our return policy is very clear on returns and inspecting an item when it is delivered.  Customer has 14 days to let us know if there are damages.  This is plenty of time to open the box and check the product.  This is due to an insurance policy with FedEx. - about damage claims.  We can replace the range hood as a courtesy to the customer but if a refund is wanted, it will be LESS the shipping charges (as stated in the return policy)  We want the customer to be happy but to QUICKLY place blame on Proline for something we didn't do and report to the Revdex.com without valid claim is senseless.  We have a good track record with the Revdex.com and would like to keep it that way.  Let us know what you would like to do and we'll be more than happy to help.