Dear Mr. [redacted] , We sincerely apologize for the issue that you have had with your receiving your [redacted] figurine. After reviewing your order, it has been decided to provide you with a refund for the [redacted] product. This refund will reflect onto... the original payment method within 7-10 business days from date of issue and you will still be receiving the original "order" free of charge. You can expect to receive tracking information within the next 24-28 hours via email. We hope that this resolution is suitable for you. Once again, we apologize for any issues that this may have created for you. Sincerely, David Propel RC Account Management
We have responded to the customer on all occasionsBelow is a copy of each one I did reply to his Revdex.com email this morning via my email showing him this and asked him to check his spam, perhaps that is where it wentHe is totally free to return it to the store he purchased it from
Otherwise he would need to follow the process outlined in the emails below
*** ***
* *** ***
*** ** ** *** ***
** ***
*** ***
*** *** ***
Greetings!
Thanks for Emailing us about your issue
To process a return with us please go to:
***
Fill in the Return Faulty Product form and the process will begin!
Again we apologize for the issue you are facing
Happy Flying
***
Propel Flight Team
*** *** Monday 12:40
Purchase Date: 12/**/at 10:AM ***, Cathedral City, CA ***
To Whom It May Concern:
I have noticed that there is NO location on the bottom of the helicopter to connect any battery inputIt appears to be missing from the product
What should be done for you to repair, replace it or should I return it to point of purchase? This is the FIRST time I have used it and need to charge it
Advise ASAP
*** ***
***
***
***
*** *** *** ***
Hi,
Thanks for contacting PropelRC Toys
I require a little more information from you in order to assist
Can you provide me with the date of purchase?
What product are you referring to?
Where did you purchase the unit?
Thanks
***
Propel Flight Team
*** *** Tuesday 09:15
I sent the following message yesterday and have not had a replyPlease respond
From: *** *** ***
Sent: Monday, February **, 10:AM
To: ***
*** *** *** *** *** ***
Purchase Date: 12/**/at 10:AM ***, Cathedral City, CA ***
To Whom It May Concern:
I have noticed that there is NO location on the bottom of the helicopter to connect any battery inputIt appears to be missing from the product
What should be done for you to repair, replace it or should I return it to point of purchase? This is the FIRST time I have used it and need to charge it
Advise ASAP
*** ***
***
***
***
Revdex.com:
This letter is to inform you that Rooftop Brands has carried out to my satisfaction the resolution it proposed for my complaint, filed on 1/14/and assigned ID ***
Regards,
***
All parts arrived today!
Hello, thanks for emailing about your issueI am not showing any record of you coming through our email support deskI do apologize you could not get through on our phone lines, we have been experiencing a very high volume of callsIf you would to email me personally at ***,
I will be happy to assist you with returning the unit under the day manufacturers warranty for an exchangeI look forward to hearing from youThank you.
Propel Team,
***
Thank you for notifying us regarding your issueI do apologize for any inconvenience you have experienced with usI am showing that your order was shipped from our facility on 2/1/*** *** * *** **
color="#4d4a49" face="Titillium Web, sans-serif"> I show also that you spoke with my agent, Deangel and you were satisfied that we were able to have this item shipped out to you with the *** included for free due to the delayIf you have any other questions or concerns, please contact us at ***Thank you
Sent: Wednesday, January 20, 3:PMCc: drteam Subject: RE: Complaint #*** Revdex.com
David Rooftopbrands (*** ***) Jan 20, 15:Hello Mr.***, We are aware of the negativity that is going on via our Facebook page and we are becoming proactive to become a better overall Customer Service orientated companyIn the last few weeks we have doubled are staff to help assist in the growing demand to provide excellent customer serviceIn the near future we will be focusing on turning our negative image around on facebookIn the mean time, should you need any assistance let us know so that we can help you in a timely mannerSincerely, David *** ** *** Team
This email is a service from *** ***Delivered by ***[JP2309-Z4KJ]
Dear Mr/Mrs ***,
sans-serif;">Your unit has been reviewed by our flight specialistPlease view the following notes below regarding your unit:
FULL KIT RECEIVEDMOTOR REPAIRED FULL KIT REPLACEDTESTED AND APPROVED.
Shipping Agent: FEDEXTracking ID ***Happy ***Propel Flight Team
Hello,
First I would like to apologize to the customer for our lack of support here at Rooftop Brands. Due to the holiday season, our support desk does receive a large amount of calls and emails. I do apologize you were not able to get through to speak with someone regarding this issueI can ensure you now and in the future, more representatives will be available to take calls All orders placed at *** are shipped out within 1-business days*** *** placed his order with us on November 15, His order shipped from our facility on November 19, Please be reminded that we are closed on the weekends*** *** *** *** *** for his *** ** *** Please view the attachments of the *** *** *** showing when the order shipped out and *** ***'s order placed with us for more details*** *** did email our desk, and I do apologize again he was yet to receive a response back. This support ticket was submitted on Wednesday. We answer all email support tickets within hours also *** *** was contacted by a customer service manager to discuss this matter in more detailThank you. Rooftop Brands
Revdex.com:I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me *** *** *** Sent: Thursday, November 19,
4:PM To: drteam Subject: Case resolved
This case Id *** was resolved as soon as I sent an email to company filed in said case requesting shipment once again and letting them know I had filed a case with the Revdex.com. A confirmation of item sent along with tracking was then received by me less than minutes later. I don't know if this information is valuable to you but they HAVE fulfilled their obligation to ship my item and my problem has been fully resolved. I am satisfied with the result Thank you
***
Hi,
I had just sent the customer her tracking for FedEx Ground, # *** for a complete new and tested helicopterShe will able to start tracking her package after pm CSTShe has my direct email if any issues should come upSincerely,
Patrick ***
Hi,
We are very sorry you've had a hard time connecting with usAs you know our phone lines stay busyChristmas season and the following 2-months consists of answering a lot of customer questions We are sorry this was frustrating to youWe do
ask our customers to not return our products before contacting usIn many instances we can resolve an issue by trouble shooting over the phone, or by emailI'd like to say here I understand you tempted the phone line and could not get throughI assume that by your words "the motor blew" you meant it quit workingOn our recordings you heard we had options, for parts and for product issuesIn your case it would be a product issue and our recording directs you to the Submit a Request form on our websiteHere is the link https://propeltoys.zendesk.com/hc/en-us/requests/new As our warranty card in each box clearly states, if your product has a manufacturer defect and it is within a day period from the date on the receipt, we will repair or replace your productBut you would need to fill the form out online completely to begin the processIt only takes less than a minute to doWe will contact you back with an RMA# (Return Merchandise Authorization) and all the information on how to replace your unit, which we will do gladlyYour issue was not a part issue, it would be a very tedious task to have to solder onto that small of a circuit board without destroying the board itselfThat is why we do not sell themYour request for a refund would need to be taken up with the store you purchased the product fromIf you had purchased from us directly we have a day no questions asked refund policyWe do care about our customers and regret we didn't make you feel important to usI would ask now that you would go to the link above and fill out the Submit a Request formOnce you have done that we will bypass you mailing the mini quad in and I will send you a new quad to replace yoursPlease feel free to contact me directly at w***@propelcare.com should you have any further questionsSincerely,
Patrick W***
Customer Service Manager
Hello, thanks for notifying usPlease use our warranty link below to submit your warranty requestWe will be happy to replace your heli as long as it falls within our warranty rulesThank you.
Greetings!
Thanks for Emailing us
about your issue.
Please read our warranty card carefully before we send you an RMA numberIf our highly skilled techs determine it is not a manufacturer defect you will be responsible for the return postage of your unitPlease send a photo copy of your receiptTo process a return with us please go to:
https://propeltoys.zendesk.com/hc/en-us/requests/new
Fill in the Return Faulty Product form and the process will begin!
Again we apologize for the issue you are facingHappy Flying
Propel Flight Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint
Complaint Detail / Problem
Complaint Type:
Billing or Collection Issues
select
Problem:
I filed complaint *** on 2/4/and you have closed it as resolved in favor of the businessAfter I knew there was no use in continuing my fight to get them to solve the situation with my product due to the fact that they kept stating that I should call them, and when I did they did not answerThey had opportunity to call me, stated that they did, but flat out lied about thatI was reserved to only following through with the second part of my complaint which was that they refused to delete my account and personal informationThe last correspondence from them stated that they had deleted it, in which I responded skeptically for good reasonThis company after stating that they had closed my account and I responded, reopened my account less than an hour laterThey are under investigation by the *** for mishandling of information; that case is still openTranslate
Desired Resolution / Outcome
Desired Resolution:
Other (requires explanation)
select
Desired Outcome:
I want them to delete my account once and for allI refused to accept the response of the company after I saw that they deleted my account because I know how shady they areSure enough, I was right, and they reopened it as soon as they got my response
Hello,
I do apologize for the inconvenience you have experienced with your unitI am not showing any records of contact from you in our systemIf you would like to email me personally, I will be happy to have this issue resolved for youMy name is Myriah and my email address is ***You are also welcomed to contact our support desk at 949-566-and ask to speak with Myriah alsoI am positive we can get this issue resolvedThank you. Propel Team,
Myriah
[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 ***, and find that this resolution would be satisfactory to me
Product Issues
select
Problem:
I have NO complaints on Rooftop Brands, I would like to have my last complaint changed from unresolved to RESOLVED pleaseI have been in contact with Patrick W*** several times in the last weeks and he had taken care of my issue professionally, and treated me like a customer shouldRooftop Brands is an excellent company and they do resolve their issuesI was out of town recently and did not see a link where I had to go and complete previous complaintHowever, I want it on record that Rooftop Brands did resolve my issue (they took back the old products and replaced them with new product)They also resolved the conflict of their customer serviceAgain, Patrick W*** and Rooftop Brands did RESOLVE my issue from the previous complaints, please remove the unresolved and show on record is Rooftop Brands being a top notch company on taking care of their customersPlease feel free to contact me if you have any more questionsThanks again to Rooftop Brands and especially Patrick W*** on taking the time to resolve my issueTranslate
Desired Resolution / Outcome
Desired Resolution:
Other (requires explanation)
select
Desired Outcome:
I want the unresolved removed from the Revdex.com records and shown as resolvedRooftop Brands is sending me new products and have contacted mePatrick W*** is top notch and has resolved the issue to both our satisfactions
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me
Sent: Tuesday, July 28, 5:PMTo: drteam; 'Patrick ***'Subject: RE:
Dear Sirs,
Thank you for your assistance, I have received the helicopter
Thank you
L***
Hi ***,
We sincerely apologize for the issue with your ***
The item has been shipped and can be tracked using the *** *** *** *** This order has gone out two day shipping
Should
you have any additional concerns, please feel free to contact us
Sincerely,
David Rooftop Brands Management Team
I purchased a Drone and it wouldn't workThe drone wouldn't sync to the controllerThe instructions were followed several timesI sent at least emails to company asking for assistance to repair, replace or refund for this droneI finally got a response to mail it back inI paid $to ship it backAn email was received by me to let me know they had the drone a couple of weeks after it was sent backAfter a month I still haven't heard back from the companyAt this point I wouldn't recommend this company for anythingThey currently owe me the price of the drone plus the shipping expenses
Hi ***,
We are truly sorry to hear about the issue with your droneFirst we would like to apologize for you not being about to reach out to us, as we are receiving unprecedented amount of customer service calls due to the holiday.
One of our management team has reach
out to you regarding this issue, so that it can resolved. Once again we apologize for any inconvenience that this may have created for you.
Kind regards,
Propel RC
***[email protected]
***[email protected]
***[email protected]
***[email protected]
***[email protected]
Dear Mr. [redacted] , We sincerely apologize for the issue that you have had with your receiving your [redacted] figurine. After reviewing your order, it has been decided to provide you with a refund for the [redacted] product. This refund will reflect onto... the original payment method within 7-10 business days from date of issue and you will still be receiving the original "order" free of charge. You can expect to receive tracking information within the next 24-28 hours via email. We hope that this resolution is suitable for you. Once again, we apologize for any issues that this may have created for you. Sincerely, David Propel RC Account Management
We have responded to the customer on all occasionsBelow is a copy of each one I did reply to his Revdex.com email this morning via my email showing him this and asked him to check his spam, perhaps that is where it wentHe is totally free to return it to the store he purchased it from
Otherwise he would need to follow the process outlined in the emails below
*** ***
* *** ***
*** ** ** *** ***
** ***
*** ***
*** *** ***
Greetings!
Thanks for Emailing us about your issue
To process a return with us please go to:
***
Fill in the Return Faulty Product form and the process will begin!
Again we apologize for the issue you are facing
Happy Flying
***
Propel Flight Team
*** *** Monday 12:40
Purchase Date: 12/**/at 10:AM ***, Cathedral City, CA ***
To Whom It May Concern:
I have noticed that there is NO location on the bottom of the helicopter to connect any battery inputIt appears to be missing from the product
What should be done for you to repair, replace it or should I return it to point of purchase? This is the FIRST time I have used it and need to charge it
Advise ASAP
*** ***
***
***
***
*** *** *** ***
Hi,
Thanks for contacting PropelRC Toys
I require a little more information from you in order to assist
Can you provide me with the date of purchase?
What product are you referring to?
Where did you purchase the unit?
Thanks
***
Propel Flight Team
*** *** Tuesday 09:15
I sent the following message yesterday and have not had a replyPlease respond
From: *** *** ***
Sent: Monday, February **, 10:AM
To: ***
*** *** *** *** *** ***
Purchase Date: 12/**/at 10:AM ***, Cathedral City, CA ***
To Whom It May Concern:
I have noticed that there is NO location on the bottom of the helicopter to connect any battery inputIt appears to be missing from the product
What should be done for you to repair, replace it or should I return it to point of purchase? This is the FIRST time I have used it and need to charge it
Advise ASAP
*** ***
***
***
***
Revdex.com:
This letter is to inform you that Rooftop Brands has carried out to my satisfaction the resolution it proposed for my complaint, filed on 1/14/and assigned ID ***
Regards,
***
All parts arrived today!
Hello, thanks for emailing about your issueI am not showing any record of you coming through our email support deskI do apologize you could not get through on our phone lines, we have been experiencing a very high volume of callsIf you would to email me personally at ***,
I will be happy to assist you with returning the unit under the day manufacturers warranty for an exchangeI look forward to hearing from youThank you.
Propel Team,
***
Thank you for notifying us regarding your issueI do apologize for any inconvenience you have experienced with usI am showing that your order was shipped from our facility on 2/1/*** *** * *** **
color="#4d4a49" face="Titillium Web, sans-serif"> I show also that you spoke with my agent, Deangel and you were satisfied that we were able to have this item shipped out to you with the *** included for free due to the delayIf you have any other questions or concerns, please contact us at ***Thank you
Sent: Wednesday, January 20, 3:PMCc: drteam Subject: RE: Complaint #*** Revdex.com
David Rooftopbrands (*** ***) Jan 20, 15:Hello Mr.***, We are aware of the negativity that is going on via our Facebook page and we are becoming proactive to become a better overall Customer Service orientated companyIn the last few weeks we have doubled are staff to help assist in the growing demand to provide excellent customer serviceIn the near future we will be focusing on turning our negative image around on facebookIn the mean time, should you need any assistance let us know so that we can help you in a timely mannerSincerely, David *** ** *** Team
This email is a service from *** ***Delivered by ***[JP2309-Z4KJ]
Dear Mr/Mrs ***,
sans-serif;">Your unit has been reviewed by our flight specialistPlease view the following notes below regarding your unit:
FULL KIT RECEIVEDMOTOR REPAIRED FULL KIT REPLACEDTESTED AND APPROVED.
Shipping Agent: FEDEXTracking ID ***Happy ***Propel Flight Team
Hello,
First I would like to apologize to the customer for our lack of support here at Rooftop Brands. Due to the holiday season, our support desk does receive a large amount of calls and emails. I do apologize you were not able to get through to speak with someone regarding this issueI can ensure you now and in the future, more representatives will be available to take calls All orders placed at *** are shipped out within 1-business days*** *** placed his order with us on November 15, His order shipped from our facility on November 19, Please be reminded that we are closed on the weekends*** *** *** *** *** for his *** ** *** Please view the attachments of the *** *** *** showing when the order shipped out and *** ***'s order placed with us for more details*** *** did email our desk, and I do apologize again he was yet to receive a response back. This support ticket was submitted on Wednesday. We answer all email support tickets within hours also *** *** was contacted by a customer service manager to discuss this matter in more detailThank you. Rooftop Brands
Revdex.com:I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me *** *** *** Sent: Thursday, November 19,
4:PM To: drteam Subject: Case resolved
This case Id *** was resolved as soon as I sent an email to company filed in said case requesting shipment once again and letting them know I had filed a case with the Revdex.com. A confirmation of item sent along with tracking was then received by me less than minutes later. I don't know if this information is valuable to you but they HAVE fulfilled their obligation to ship my item and my problem has been fully resolved. I am satisfied with the result Thank you
***
Hi,
I had just sent the customer her tracking for FedEx Ground, # *** for a complete new and tested helicopterShe will able to start tracking her package after pm CSTShe has my direct email if any issues should come upSincerely,
Patrick ***
Hi,
We are very sorry you've had a hard time connecting with usAs you know our phone lines stay busyChristmas season and the following 2-months consists of answering a lot of customer questions We are sorry this was frustrating to youWe do
ask our customers to not return our products before contacting usIn many instances we can resolve an issue by trouble shooting over the phone, or by emailI'd like to say here I understand you tempted the phone line and could not get throughI assume that by your words "the motor blew" you meant it quit workingOn our recordings you heard we had options, for parts and for product issuesIn your case it would be a product issue and our recording directs you to the Submit a Request form on our websiteHere is the link https://propeltoys.zendesk.com/hc/en-us/requests/new As our warranty card in each box clearly states, if your product has a manufacturer defect and it is within a day period from the date on the receipt, we will repair or replace your productBut you would need to fill the form out online completely to begin the processIt only takes less than a minute to doWe will contact you back with an RMA# (Return Merchandise Authorization) and all the information on how to replace your unit, which we will do gladlyYour issue was not a part issue, it would be a very tedious task to have to solder onto that small of a circuit board without destroying the board itselfThat is why we do not sell themYour request for a refund would need to be taken up with the store you purchased the product fromIf you had purchased from us directly we have a day no questions asked refund policyWe do care about our customers and regret we didn't make you feel important to usI would ask now that you would go to the link above and fill out the Submit a Request formOnce you have done that we will bypass you mailing the mini quad in and I will send you a new quad to replace yoursPlease feel free to contact me directly at w***@propelcare.com should you have any further questionsSincerely,
Patrick W***
Customer Service Manager
Hello, thanks for notifying usPlease use our warranty link below to submit your warranty requestWe will be happy to replace your heli as long as it falls within our warranty rulesThank you.
Greetings!
Thanks for Emailing us
about your issue.
Please read our warranty card carefully before we send you an RMA numberIf our highly skilled techs determine it is not a manufacturer defect you will be responsible for the return postage of your unitPlease send a photo copy of your receiptTo process a return with us please go to:
https://propeltoys.zendesk.com/hc/en-us/requests/new
Fill in the Return Faulty Product form and the process will begin!
Again we apologize for the issue you are facingHappy Flying
Propel Flight Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint
Complaint Detail / Problem
Complaint Type:
Billing or Collection Issues
select
Problem:
I filed complaint *** on 2/4/and you have closed it as resolved in favor of the businessAfter I knew there was no use in continuing my fight to get them to solve the situation with my product due to the fact that they kept stating that I should call them, and when I did they did not answerThey had opportunity to call me, stated that they did, but flat out lied about thatI was reserved to only following through with the second part of my complaint which was that they refused to delete my account and personal informationThe last correspondence from them stated that they had deleted it, in which I responded skeptically for good reasonThis company after stating that they had closed my account and I responded, reopened my account less than an hour laterThey are under investigation by the *** for mishandling of information; that case is still openTranslate
Desired Resolution / Outcome
Desired Resolution:
Other (requires explanation)
select
Desired Outcome:
I want them to delete my account once and for allI refused to accept the response of the company after I saw that they deleted my account because I know how shady they areSure enough, I was right, and they reopened it as soon as they got my response
Hello,
I do apologize for the inconvenience you have experienced with your unitI am not showing any records of contact from you in our systemIf you would like to email me personally, I will be happy to have this issue resolved for youMy name is Myriah and my email address is ***You are also welcomed to contact our support desk at 949-566-and ask to speak with Myriah alsoI am positive we can get this issue resolvedThank you. Propel Team,
Myriah
[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 ***, and find that this resolution would be satisfactory to me
Product Issues
select
Problem:
I have NO complaints on Rooftop Brands, I would like to have my last complaint changed from unresolved to RESOLVED pleaseI have been in contact with Patrick W*** several times in the last weeks and he had taken care of my issue professionally, and treated me like a customer shouldRooftop Brands is an excellent company and they do resolve their issuesI was out of town recently and did not see a link where I had to go and complete previous complaintHowever, I want it on record that Rooftop Brands did resolve my issue (they took back the old products and replaced them with new product)They also resolved the conflict of their customer serviceAgain, Patrick W*** and Rooftop Brands did RESOLVE my issue from the previous complaints, please remove the unresolved and show on record is Rooftop Brands being a top notch company on taking care of their customersPlease feel free to contact me if you have any more questionsThanks again to Rooftop Brands and especially Patrick W*** on taking the time to resolve my issueTranslate
Desired Resolution / Outcome
Desired Resolution:
Other (requires explanation)
select
Desired Outcome:
I want the unresolved removed from the Revdex.com records and shown as resolvedRooftop Brands is sending me new products and have contacted mePatrick W*** is top notch and has resolved the issue to both our satisfactions
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me
Sent: Tuesday, July 28, 5:PMTo: drteam; 'Patrick ***'Subject: RE:
Dear Sirs,
Thank you for your assistance, I have received the helicopter
Thank you
L***
Hi ***,
We sincerely apologize for the issue with your ***
The item has been shipped and can be tracked using the *** *** *** *** This order has gone out two day shipping
Should
you have any additional concerns, please feel free to contact us
Sincerely,
David Rooftop Brands Management Team
I purchased a Drone and it wouldn't workThe drone wouldn't sync to the controllerThe instructions were followed several timesI sent at least emails to company asking for assistance to repair, replace or refund for this droneI finally got a response to mail it back inI paid $to ship it backAn email was received by me to let me know they had the drone a couple of weeks after it was sent backAfter a month I still haven't heard back from the companyAt this point I wouldn't recommend this company for anythingThey currently owe me the price of the drone plus the shipping expenses
Spoke with customer at 11:am on and he found his part in the grassHe has no issues with us and offered to withdraw his complaint
Hi ***,
We are truly sorry to hear about the issue with your droneFirst we would like to apologize for you not being about to reach out to us, as we are receiving unprecedented amount of customer service calls due to the holiday.
One of our management team has reach
out to you regarding this issue, so that it can resolved. Once again we apologize for any inconvenience that this may have created for you.
Kind regards,
Propel RC
***[email protected]
***[email protected]
***[email protected]
***[email protected]
***[email protected]