Pump Products

this order is over a year old and is non returnable. The customer selected the pump, Pump Products is not liable for a customer buying the wrong item a year ago.

In order to resolve this issue we will be willing to provide a replacement check valve or credit for the check valve to the customer. Please let the customer know to contact us and ask for Will, he will resolve the issue with this account.

Pump Products has stood behind the item sold several times throughout this purchase. The customer's statement is true, the item was placed under warranty twice. The customer witheld that both times the customer failed to get the pump to run at all. After the second warranty we ran a test in house...

and the pump was running correctly, and this led us to believe thatthere was a possibility of an installation error. Despite this we still stand behind the factory warranty of the item, and have even gone as far to give the customer a new pump as the manufacturer was taking particularly longtime with processing the warranty. At this point this sale is a year old, we will not be accepting a return on this due to the customer purchasing the wrong pump, and damaging it in trying to install something that was incorrectly selected for their system.

[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]

To whom it may concern, The following order was quoted by our salesman, [redacted] [redacted], to the customer [redacted] [redacted]. We have email correspondence of the salesman sending a link with all relevant specs and information of the item prior to purchase. Afterwards the customer called Lee...

and place an order for the item. Because the salesman did his due diligence in providing the customer with all relevant info on the item to make an informed purchase, we did not refund shipping on this order as per our return policy. Pump Products is willing to offer a good will refund of the shipping costs accrued for this order, though we stand behind our company policy. Please have Michael Fusnick contact us with a valid credit card to refund him the shipping. Thank you,[redacted]

Complaint: [redacted]
I am rejecting this response because:This business has no concept of time restraints. The package was returned (unopened and in the same condition as it arrived). They did not issue credit in a timely manner AND did not inform us as to WHY we didn't get our credit in a timely manner. I had to take time out while on vacation to find out the reason why - only to learn that the condition of the box was the problem. Also unknown to us, they had requested a new box from the manufacture and we were expected to wait until the arrival of that box before they would consider our credit.I would NEVER consider purchasing a pump (or anything else) from this company due to the mishandling of this return. Since they did not meet the time constraints in responding to various inquiries, they have lost all claim rights.
Regards,
[redacted]

Again, it is the defective pump resulting in twice returns in almost past year so we have no opportunity to run and check the pump to be suitable for our system or not and then return it in one month after purchase by using Pump Products' policy. Also, when we requested the new one to replace the defective pump, Pump Products did not agree on it and it was Pump Products's decision to go through warranty. There is no ground for Pump Products to say possibility of an installation error in response. It is not true that Pump Products gave a new pump because both of twice returns went through manufacturer and took several months separately to come back to us. Again, it is not our purchasing the wrong pump but the defective pump that results in current situation so we may not return it on time per Pump Products' policy. Also, Pump Products' statement in response of "damaging it in trying to install" is totally untrue. How can Pump products conclude it before it takes the pump back? Actually every time the engineer did not even put the pump in installation as the wire on the pump is not in right function. Pump Products should be liable for its defective product sold.

When the customer called to return the item the company representative explained the return policy etc and requested customer to refer  our website https://www.pumpproducts.com/returns-policy-pg-24.html for our policy. It is explained in detail what our return policy including the return...

shipment cost should be paid by the customer.We don't choose the shipping amount arbitrarily, we go back to that particular tracking number which we shipped to the customer and get the amount from our FedEx bill. As a courtesy I'll refund the disputed amount of $15.01 back to the customer.

To whom it may concern, I can confirm that yes, according to our policy all returns must be received within 30 days of original receipt. The shipment of the return, both cost and logistical are the responsibility of the customer. While Pump Products firmly stands behind our return policy we...

would be willing to accept this return under the following conditions to resolve this issue. Firstly, the pump must be in brand new, uninstalled, and undamaged condition. If we receive the pump in the requested condition we will give the customer a credit and waive any restocking charge. Please note this includes any manufacturer's packaging. Secondly the customer is responsible for all return shipping. Lastly the credit the customer receives would be for the cost of the pump with a shipping deduction of $59.14. This is due to the fact the customer received free shipping on this item, and as per our returns policy, a return on an item that qualified for free shipping would have the cost of shipping deducted from the credit.  If you have any other questions, please contact me at ###-###-####. Thank you,[redacted]Pump Products

Review: We bought the pump of Barnes 116892, Model OGVF2022AUE from Pump Products at the order number of [redacted] on October 16, 2014. After we received it, we asked engineer to install and found it was defective. After speaking with Pump Products, the firm did not agree to return it and asked us to go through warranty. We sent it to the manufacturer per the Pump Products' instruction. We received repaired pump on January 2015. We asked engineer to install it again and found the pump still defective. Again we sent the pump back to the manufacturer per Pump Products' instruction. After another 6 months, we received the repaired pump in August 2015 and when the engineer installed, he found that the pump is not exactly match with our system. When we contacted Pump Products, they told us that it is done and did not agree to return this product. The reason is from Pump Products that we chose the model and he has no responsibility to return it after one month. Our arguments are, first, it is defective product, which made us not to be able to check whether it is match with our system or not so we could not use their policy to return in one month from the purchase; second, we could have found that it is not match with our system and returned it under one month's return policy in Pump Products if the pump was not defective; third, we contacted Pump Products many times and they answered they lose money on this sale. As we know it is not reason to avoid responsibilities, we need Pump Products to refund us for product and shipment cost as the defective product was sold.Desired Settlement: Refund my money and shipment cost.

Business

Response:

Pump Products has stood behind the item sold several times throughout this purchase. The customer's statement is true, the item was placed under warranty twice. The customer witheld that both times the customer failed to get the pump to run at all. After the second warranty we ran a test in house and the pump was running correctly, and this led us to believe thatthere was a possibility of an installation error. Despite this we still stand behind the factory warranty of the item, and have even gone as far to give the customer a new pump as the manufacturer was taking particularly longtime with processing the warranty. At this point this sale is a year old, we will not be accepting a return on this due to the customer purchasing the wrong pump, and damaging it in trying to install something that was incorrectly selected for their system.

Consumer

Response:

Again, it is the defective pump resulting in twice returns in almost past year so we have no opportunity to run and check the pump to be suitable for our system or not and then return it in one month after purchase by using Pump Products' policy. Also, when we requested the new one to replace the defective pump, Pump Products did not agree on it and it was Pump Products's decision to go through warranty. There is no ground for Pump Products to say possibility of an installation error in response. It is not true that Pump Products gave a new pump because both of twice returns went through manufacturer and took several months separately to come back to us. Again, it is not our purchasing the wrong pump but the defective pump that results in current situation so we may not return it on time per Pump Products' policy. Also, Pump Products' statement in response of "damaging it in trying to install" is totally untrue. How can Pump products conclude it before it takes the pump back? Actually every time the engineer did not even put the pump in installation as the wire on the pump is not in right function. Pump Products should be liable for its defective product sold.

Business

Response:

this order is over a year old and is non returnable. The customer selected the pump, Pump Products is not liable for a customer buying the wrong item a year ago.

Review: On 10/18/2015 I ordered part number FT4B-43, but instead was shipped part number FP3-43. Pump Products would not exchange the item, and refused to send out the correct item until I shipped back the (wrong) item and they received it. They would not cover shipping costs for shipping me the wrong item, and refused to provide a shipping label and / or cover the cost to send back the (wrong) part. I have an invoice and pictures to back up what I have stated.Desired Settlement: Refund of shipping cost for shipping me the wrong part, and refund of cost to ship them back the (wrong) part back.

Business

Response:

This customer paid $97.01 for the purchased item and we credited his account $97.01 on 12/1/15.Again please read our policy below. Refund and Return Policies: Returns will be accepted within 30 days of delivery, but buyer is responsible for shipping charges, interchange fee and a 25% restocking fee to cover handling and repackaging expenses. Returns must be in new and uninstalled condition with original materials and packaging. You may return the item to us, shipping prepaid, using the shipping method of your choice. Some of the products we sell include free shipping, so if you return any of these products our actual outbound shipping costs will be deducted from your return refund. Opened returns must be in new and uninstalled condition with original materials and packaging.

Review: On August 12, 2015, we ordered an irrigation pump from Pump Products. The cost was $763.82 with free shipping.

When the item arrived, there was some damage to the packaging housing the pump. We never used nor opened the package as it was discovered by our sprinkler vendor that it wasn't necessary. We called and were given an RGA (Return Goods Authorization) to return the pump. We were told that there was a restocking fee, that we would have to pay for shipping TO our address, as well as return shipping. We were not happy, but we agreed. The pump was returned to Pump Products via FedEx on 8/20/2015 and delivered at 2:44 p.m. on 8/26/15.

We never received credit and, while on vacation on 9/14/15, called the company to find out why. Will . told us that the box was damaged in shipping and that they had ordered a new one from the manufacturer. We were told the box was on the way. I asked why we had to call to get this information and that we should have been informed as to what was going on. The box arrived damaged, I taped it up and returned it. Why am I being held responsible for the shipping companies' neglect AND there is no proof that the box had not been damaged prior to Pump Products shipping? Had I been told of the damage, I could have contacted FedEx for resolution.

It is now 9/25/15, and I am no closer to a refund than I was when I shipped the item back on 8/20/15.

Needless to say, I would NEVER use this company for any product EVER!!!!Desired Settlement: Due to the mishandling of, aggravation, frustration and exorbitant amount of time we have had to wait for our refund, I am seeking the original amount paid of $763.82.

Business

Response:

In regards to this dispute the credit originally agreed upon as per our returns policy was given to the customer on 9/24, a day prior to us receiving this letter. When the item came back damaged we requested a new box as the item was not in resellable condition which is a requirement for our returns. To aid the customer in completion of their return I ordered a new box from the manufacturer so the item could be resold. It did in fact take quite a bit for the manufacturer to aid us in this request, so on 9/24 we went ahead and processed the return regardless while we waited for the proper material to arrive so that we can resell the item.

Consumer

Response:

We returned the item in the same (unopened) box that we received it in as we did not need the irrigation pump. It was returned by FedEx on 8/24/15. I was told that the credit would follow within 5 days of receipt. This did not happen so, while on vacation, I had to take the time to find out why our credit did not show up. I was told by Will D. that the box was damaged (not the pump) and that a new box from the manufacturer had been ordered. Until they received the box, our credit would not be issued. I asked why they hadn't called us regarding the situation and, had I known in a timely manner, I could have contacted FedEx for a solution. Will D. was not willing to work with us. I contacted my credit card company and filed a dispute against the charges and then contacted the Revdex.com of New Jersey regarding this company's unethical practices. After these procedures, the partial credit appeared on my credit card, more than a month after the return of the unit. This company charged a 25% restocking fee, shipping TO us (which initially was free to us) and return shipping.I would NEVER consider buying anything from this company nor recommend them to anyone.

d

Business

Response:

We credited the customer $507.76 ([redacted]) cost of the product less restocking fees less shipping charges we incurred to ship to customer. This is clearly posted on our website.Refund and Return Policies: Returns will be accepted within 30 days of delivery, but buyer is responsible for shipping charges, interchange fee and a 25% restocking fee to cover handling and repackaging expenses. Returns must be in new and uninstalled condition with original materials and packaging. You may return the item to us, shipping prepaid, using the shipping method of your choice. Some of the products we sell include free shipping, so if you return any of these products our actual outbound shipping costs will be deducted from your return refund. Opened returns must be in new and uninstalled condition with original materials and packaging.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:This business has no concept of time restraints. The package was returned (unopened and in the same condition as it arrived). They did not issue credit in a timely manner AND did not inform us as to WHY we didn't get our credit in a timely manner. I had to take time out while on vacation to find out the reason why - only to learn that the condition of the box was the problem. Also unknown to us, they had requested a new box from the manufacture and we were expected to wait until the arrival of that box before they would consider our credit.I would NEVER consider purchasing a pump (or anything else) from this company due to the mishandling of this return. Since they did not meet the time constraints in responding to various inquiries, they have lost all claim rights.

Regards,