[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 would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
My name is [redacted] and I am the Customer Service manager at Rooftop Brands. My email is [redacted]
The customers complaint is not so. We have a webpage at [redacted] and it has been up since October. Each box comes with a warranty card that gives our address, phone number and website.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.
Sent: Monday, February 08, 2016 1:01 PMTo: drteam <[email protected]>Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted] [redacted] found it.delivered today. Big thanks for help.
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 12/29/2016 and assigned ID [redacted].
Sent: Saturday, January 07, 2017 2:48 PM Subject: RE: RE Complaint ID # [redacted]
Regarding:
Complaint ID: [redacted]
Date Filed: 12/29/2016
To Whom It May Concern: Over the past several days, I have had correspondence with Mr. David [redacted], Executive Team Leader, Propel RC Customer Service, Rooftop Brands. He offered replacement or refund of the purchase price, and because of the issues encountered, I opted for the money refund. Mr. [redacted] promptly provided the request for a refund check to be sent. I received that check in the mail today, 1/7/17. I would like to state that Mr. [redacted] has resolved this matter/complaint to my satisfaction, and I have related this to him in a separate email. I would like to thank the Revdex.com for their involvement and commitment to helping resolve these type of issues. Sincerely, [redacted]
I am writing to inform Mr. [redacted] that we have been advised to send the remote. It has been tested and witnessed by 3 employees to the fact that the remote works as it should.
The unit will leave tomorrow via [redacted]
Have a wonderful day.
Patrick W[redacted]
Hi,
After searching our emails I could only find one (See below) and it was from last Friday. When they scheduled the call back appointment they were told the correct information as described by making a photocopy of their receipt and filling out the Submit a Request form. We did...
not receive that. Had we received that we would have sent a reply email with an RMA# (Return Merchandise Authorization) as described on the warranty card. We do not wait out 90 warranties to void them and we do not tell our customers to make another phone appointment as said in email below. We value our customers and have a process to help them get their helicopters back in the air as fast as we can whether by getting parts or replacing their units with new ones.
If the customer would like to email me directly at [redacted]@propelcare.com along with their mailing address and a photo copy of the receipt I will by pass their having to send the faulty unit back first and send them a new Air Combat within 7-10 business days.
Patrick [redacted]
Customer Service Manager
L[redacted] O'Connor-Buzzell Friday 16:34
We called on Christmas day concern a air combat helicopter not working. We were informed someone would call us. It has been 30 days and still no results. Helicopter not replaced, no information, told we have to make an appointment for support, we made appointment just to be told we would have to make another appointment. Are you trying to wait out the 90 day warranty?
------------------ Submitted from: http://flightclub.propelrc.com/pages/contact
I have searched my data base and have only one [redacted] and it is not the Complainant. I can also say that we do not sell that part. Our warranty is a 90 manufacturer defect. If he was within the 90 period he could send it back for a brand new unit. I will email complainant with the email...
provided on this complaint and offer this solution.
Greetings!
Thanks for Emailing us about your issue.
To process a return with us please go to:
[redacted]
Fill in the Return Faulty Product form and the process will begin!
Again we apologize for the issue you are facing.
Happy Flying
The Flight Team
[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 would be satisfactory to me.
The issue has been resolved to my satisfaction, however, it did take much longer than it should have.
Hi,
Placed in each box is a warranty card (See below) explaining the process for manufacturer defects. We gladly honor this warranty. The customer needs to go to [redacted], click on Support, scroll down and click on the FAQ's and at the top of the new page click on Submit a...
Request and fill that form out completely. We will reply with an RMA number for the defective unit to be returned. We will replace the faulty unit with a brand new one and send it back for free.
Any further questions and they can email me directly at [redacted].
Please do not hesitate to contact me for any further assistance.
Sincerely,
Patrick W[redacted]
Customer Service Manager
Limited 90-Day Warranty
Warrants to the original consumer that this product is free from any electrical or mechanical defects for a period of 90 days from the date of purchase. If any such defect is discovered within the warranty period, rooftop friends will repair or replace the unit free of charge upon receipt of the unit, send it prepaid and insured to our warranty center. The warranty covers normal consumer use and does not cover damage that occurs in shipment or failure that results from alterations, accident, misuse, abuse, neglect, wear and tear, in adequate maintenance, commercial use or unreasonable use of the unit. Removal of any parts/components voids all warranties. This warranty does not cover the cost of repairs made or attempted outside by third-party individuals or companies. Any applicable implied warranties, including warranties of merchant-ability and fitness, are hereby excluded. Some states not allow limitations on the duration of implied warranties and do not allow exclusions of the incidental or consequential damages, so the above limitations and exclusions in these instances may not apply.Repair/ Replace ProductIf your product begins to malfunction or stop working, immediately email our warranty center. If it is determined that a return is necessary, our warranty department will issue you an RMA number/form and the address to the nearest return center for shipping the product too. IMPORTANT NOTICE: We will reject all returns that are not accompanied by an issued RMA number, so make sure to contact our warranty replacement center before attempting to return your product!
Hi [redacted],
We sincerely apologize for the issue that you have had in receiving the "bumble" figure from order [redacted]. Our records do indicate that it has been delivered in accordance with [redacted] tracking number [redacted]....
Please let us know, if you have not received the item. Should you have any further questions please contact me directly at [redacted], as I am the Revdex.com correspondent for Rooftopbrands and I would be happy to assist you in fixing this issue in a timely manner.
Sincerely,
David
Rooftopbrands Revdex.com Correspondent
[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 would be satisfactory to me.
To Rooftop Brands,
The agent I spoke with was very helpful with my case and should be commended for her level of customer service. Unfortunately it 2 and half months to get to this point.
Hi [redacted],
I personally apologize for the delay that has caused you frustration. We totally dropped the ball. Your Bumble is on it's way, it left on February 2nd. Below is your USPS tracking information. Your refund was put through as well, it can take up to 5-10 business...
days.
Again we are very sorry we caused you frustration.
Sincerely,
[redacted]
Customer Service Manager
Return Address:
CUSTOMER SERVICE
[redacted]SUITE [redacted]HOUSTON, TX [redacted] Rd[redacted]
Cost Code:
Print Date:[redacted] - 01:14:24 PM
Mail Date:February 02, 2015
User:[redacted]
Weight:0 lbs 7 oz
Refund Type:E-refund
Printed Msg:
[redacted]
Location
Date
Local Time
Description
[redacted]
Hello [redacted] I do apologize on behalf of our company that you have not been able to get through our busy phone lines and emails here. Due to the holiday season, we have been extremely busy here with assisting customers. I am showing we shipped your order on time but their was...
an error with your shipping address. We have several representatives answering the phone lines here daily as well as the email support. I am showing we received an email from you, but it was our mistake it was not responded to in a timely manner. Please contact us today at [redacted] Please provide us with your correct shipping address and we will be happy to reship your order. Have a great day and thank you for notifying us.
Propel Team,
[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. [Provide details of why you are not satisfied with this resolution.]
If they couldn't deliver the [redacted] as promised, how can I trust that they won't take these back and not deliver agian. I have to find the receipt and I will [redacted]. I will never do business with them again. I will also be loosing more money now on shipping. Guess I'm going to get [redacted] t[redacted] no matter what. Look at all the Revdex.com complaints that have been filed.
Regards,
The customer first emailed on 6/24/15 regarding helicopter not flying. Attached is the email correspondence between our agent and the customer. As shown on the email conversation below between Trent P[redacted] and our agent, the customer advised he charged his toy helicopter for 2 hours. The...
instructions manual that is provided with each of our products advise a specific charge time and a note to never leave the helicopter charging for an excessive period of time. The charge time for the Micropter is approximately 20-30 minutes only. Please see attached email where customer states he charged his helicopter for 2 hours. Our 90 day limited warranty will guarantee a free replacement for any defective units, however overcharging the product is no manufacturers defect. The customer was suggested to purchase a new unit due to the excessive overcharging and the helicopter being out of warranty.
I received an "Atom 1.0 Micro Drone for Christmas. the on and off button are reversed. The red light on the controller is on always whether it is in the on or off position. The drone rotors worked for about 10 seconds when I put the batteries in and now will not work. I tried the telephone listed on the warranty card but I get a fast busy signal that signals the phone number is not valid. 1-949-566-9573. and tried the website. [email protected]. Also an invalid website. So I came here to report apparently ONE MORE complaint against this company. If I find any other products from this company I will Not buy them. Piece of electronic [redacted].
I had emailed the customer this morning 2.6.14 (see below) because of the [redacted] dispute. I am waiting on a reply.
*...
[redacted]
9:16 AM (2 hours ago)
to padanorr
[redacted],
We are very sorry for the delay but we actually had ice and sleet here in Houston Texas a couple of days and we had to shut down which caused us to back up on orders.
On 2.*.14 I removed a gear from a new unit and 3 more from returned units for a total of 4 tail rotor gears and sent them out [redacted] There is no tracking # but you should be receiving them by tomorrow unless the weather is bad out that way. If this is not acceptable please let me know and we will refund your money.
We purchased two of their products for a Christmas gift. One was not working right out of the box. Did all of the trouble shooting suggested in manual. Unable to get it to work, called the number on manual. The recording said they are not taking phone calls at this time. I then tried their website. Their website says their site is currently being updated, check back next week. Very disappointed! Impossible to contact them, and the warranty will be void. Two disappointed children at our home. Merry Christmas
[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 would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
My name is [redacted] and I am the Customer Service manager at Rooftop Brands. My email is [redacted]
The customers complaint is not so. We have a webpage at [redacted] and it has been up since October. Each box comes with a warranty card that gives our address, phone number and website.
How do we resolve this?
[redacted]
From: David B[redacted] Sent: Wednesday, July 27, 2016 4:12 PMSubject: Re: [redacted]...
[redacted] We have followed up with [redacted] via email and she has acknowledged that her products were received and the matter has been resolved.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.
Sent: Monday, February 08, 2016 1:01 PMTo: drteam <[email protected]>Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted] [redacted] found it.delivered today. Big thanks for help.
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 12/29/2016 and assigned ID [redacted].
Sent: Saturday, January 07, 2017 2:48 PM Subject: RE: RE Complaint ID # [redacted]
Regarding:
Complaint ID: [redacted]
Date Filed: 12/29/2016
To Whom It May Concern: Over the past several days, I have had correspondence with Mr. David [redacted], Executive Team Leader, Propel RC Customer Service, Rooftop Brands. He offered replacement or refund of the purchase price, and because of the issues encountered, I opted for the money refund. Mr. [redacted] promptly provided the request for a refund check to be sent. I received that check in the mail today, 1/7/17. I would like to state that Mr. [redacted] has resolved this matter/complaint to my satisfaction, and I have related this to him in a separate email. I would like to thank the Revdex.com for their involvement and commitment to helping resolve these type of issues. Sincerely, [redacted]
I am writing to inform Mr. [redacted] that we have been advised to send the remote. It has been tested and witnessed by 3 employees to the fact that the remote works as it should.
The unit will leave tomorrow via [redacted]
Have a wonderful day.
Patrick W[redacted]
Hi,
After searching our emails I could only find one (See below) and it was from last Friday. When they scheduled the call back appointment they were told the correct information as described by making a photocopy of their receipt and filling out the Submit a Request form. We did...
not receive that. Had we received that we would have sent a reply email with an RMA# (Return Merchandise Authorization) as described on the warranty card. We do not wait out 90 warranties to void them and we do not tell our customers to make another phone appointment as said in email below. We value our customers and have a process to help them get their helicopters back in the air as fast as we can whether by getting parts or replacing their units with new ones.
If the customer would like to email me directly at [redacted]@propelcare.com along with their mailing address and a photo copy of the receipt I will by pass their having to send the faulty unit back first and send them a new Air Combat within 7-10 business days.
Patrick [redacted]
Customer Service Manager
L[redacted] O'Connor-Buzzell Friday 16:34
We called on Christmas day concern a air combat helicopter not working. We were informed someone would call us. It has been 30 days and still no results. Helicopter not replaced, no information, told we have to make an appointment for support, we made appointment just to be told we would have to make another appointment. Are you trying to wait out the 90 day warranty?
------------------ Submitted from: http://flightclub.propelrc.com/pages/contact
I have searched my data base and have only one [redacted] and it is not the Complainant. I can also say that we do not sell that part. Our warranty is a 90 manufacturer defect. If he was within the 90 period he could send it back for a brand new unit. I will email complainant with the email...
provided on this complaint and offer this solution.
Greetings!
Thanks for Emailing us about your issue.
To process a return with us please go to:
[redacted]
Fill in the Return Faulty Product form and the process will begin!
Again we apologize for the issue you are facing.
Happy Flying
The Flight Team
[redacted]
[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 would be satisfactory to me.
The issue has been resolved to my satisfaction, however, it did take much longer than it should have.
Hi,
Placed in each box is a warranty card (See below) explaining the process for manufacturer defects. We gladly honor this warranty. The customer needs to go to [redacted], click on Support, scroll down and click on the FAQ's and at the top of the new page click on Submit a...
Request and fill that form out completely. We will reply with an RMA number for the defective unit to be returned. We will replace the faulty unit with a brand new one and send it back for free.
Any further questions and they can email me directly at [redacted].
Please do not hesitate to contact me for any further assistance.
Sincerely,
Patrick W[redacted]
Customer Service Manager
Limited 90-Day Warranty
Warrants to the original consumer that this product is free from any electrical or mechanical defects for a period of 90 days from the date of purchase. If any such defect is discovered within the warranty period, rooftop friends will repair or replace the unit free of charge upon receipt of the unit, send it prepaid and insured to our warranty center. The warranty covers normal consumer use and does not cover damage that occurs in shipment or failure that results from alterations, accident, misuse, abuse, neglect, wear and tear, in adequate maintenance, commercial use or unreasonable use of the unit. Removal of any parts/components voids all warranties. This warranty does not cover the cost of repairs made or attempted outside by third-party individuals or companies. Any applicable implied warranties, including warranties of merchant-ability and fitness, are hereby excluded. Some states not allow limitations on the duration of implied warranties and do not allow exclusions of the incidental or consequential damages, so the above limitations and exclusions in these instances may not apply.Repair/ Replace ProductIf your product begins to malfunction or stop working, immediately email our warranty center. If it is determined that a return is necessary, our warranty department will issue you an RMA number/form and the address to the nearest return center for shipping the product too. IMPORTANT NOTICE: We will reject all returns that are not accompanied by an issued RMA number, so make sure to contact our warranty replacement center before attempting to return your product!
Hi [redacted],
We sincerely apologize for the issue that you have had in receiving the "bumble" figure from order [redacted]. Our records do indicate that it has been delivered in accordance with [redacted] tracking number [redacted]....
Please let us know, if you have not received the item. Should you have any further questions please contact me directly at [redacted], as I am the Revdex.com correspondent for Rooftopbrands and I would be happy to assist you in fixing this issue in a timely manner.
Sincerely,
David
Rooftopbrands Revdex.com Correspondent
[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 would be satisfactory to me.
To Rooftop Brands,
The agent I spoke with was very helpful with my case and should be commended for her level of customer service. Unfortunately it 2 and half months to get to this point.
Hi [redacted],
I personally apologize for the delay that has caused you frustration. We totally dropped the ball. Your Bumble is on it's way, it left on February 2nd. Below is your USPS tracking information. Your refund was put through as well, it can take up to 5-10 business...
days.
Again we are very sorry we caused you frustration.
Sincerely,
[redacted]
Customer Service Manager
Return Address:
CUSTOMER SERVICE
[redacted]SUITE [redacted]HOUSTON, TX [redacted] Rd[redacted]
Cost Code:
Print Date:[redacted] - 01:14:24 PM
Mail Date:February 02, 2015
User:[redacted]
Weight:0 lbs 7 oz
Refund Type:E-refund
Printed Msg:
[redacted]
Location
Date
Local Time
Description
[redacted]
Hello [redacted] I do apologize on behalf of our company that you have not been able to get through our busy phone lines and emails here. Due to the holiday season, we have been extremely busy here with assisting customers. I am showing we shipped your order on time but their was...
an error with your shipping address. We have several representatives answering the phone lines here daily as well as the email support. I am showing we received an email from you, but it was our mistake it was not responded to in a timely manner. Please contact us today at [redacted] Please provide us with your correct shipping address and we will be happy to reship your order. Have a great day and thank you for notifying us.
Propel Team,
[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. [Provide details of why you are not satisfied with this resolution.]
If they couldn't deliver the [redacted] as promised, how can I trust that they won't take these back and not deliver agian. I have to find the receipt and I will [redacted]. I will never do business with them again. I will also be loosing more money now on shipping. Guess I'm going to get [redacted] t[redacted] no matter what. Look at all the Revdex.com complaints that have been filed.
Regards,
The customer first emailed on 6/24/15 regarding helicopter not flying. Attached is the email correspondence between our agent and the customer. As shown on the email conversation below between Trent P[redacted] and our agent, the customer advised he charged his toy helicopter for 2 hours. The...
instructions manual that is provided with each of our products advise a specific charge time and a note to never leave the helicopter charging for an excessive period of time. The charge time for the Micropter is approximately 20-30 minutes only. Please see attached email where customer states he charged his helicopter for 2 hours. Our 90 day limited warranty will guarantee a free replacement for any defective units, however overcharging the product is no manufacturers defect. The customer was suggested to purchase a new unit due to the excessive overcharging and the helicopter being out of warranty.
From: [redacted] Sent: Wednesday, January **, 2014 12:32 PM
/>
To: drteamSubject: Complaint ID: [redacted]
We show no results of any email from this
customer. We do have a website that sells the parts for our helicopters at [redacted]
Please let me know what our next step is in
resolving this issue.
Thanks!
--
Wink
[redacted]
I received an "Atom 1.0 Micro Drone for Christmas. the on and off button are reversed. The red light on the controller is on always whether it is in the on or off position. The drone rotors worked for about 10 seconds when I put the batteries in and now will not work. I tried the telephone listed on the warranty card but I get a fast busy signal that signals the phone number is not valid. 1-949-566-9573. and tried the website. [email protected]. Also an invalid website. So I came here to report apparently ONE MORE complaint against this company. If I find any other products from this company I will Not buy them. Piece of electronic [redacted].
I had emailed the customer this morning 2.6.14 (see below) because of the [redacted] dispute. I am waiting on a reply.
*...
[redacted]
9:16 AM (2 hours ago)
to padanorr
[redacted],
We are very sorry for the delay but we actually had ice and sleet here in Houston Texas a couple of days and we had to shut down which caused us to back up on orders.
On 2.*.14 I removed a gear from a new unit and 3 more from returned units for a total of 4 tail rotor gears and sent them out [redacted] There is no tracking # but you should be receiving them by tomorrow unless the weather is bad out that way. If this is not acceptable please let me know and we will refund your money.
We purchased two of their products for a Christmas gift. One was not working right out of the box. Did all of the trouble shooting suggested in manual. Unable to get it to work, called the number on manual. The recording said they are not taking phone calls at this time. I then tried their website. Their website says their site is currently being updated, check back next week. Very disappointed! Impossible to contact them, and the warranty will be void. Two disappointed children at our home. Merry Christmas