Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
Good day although I appreciate this response it is not entirely accurate. Although I may not have made the original purchase I am married to the person that did so therefore I do believe I am a customer. I have tried several times to send emails to the website and contact customer service via email and by phone. I have followed the instructions on the webpage and filled out several forms requesting assistance. You do not receive any response that the company even has received your email. Their phone message states they will call you back in one business day...when I finally spoke to the owner he identified it was a seasonal company and the phones are not manned by anyone. Also he only tried to call once as left only 1 message which I promptly returned the next day. I believe that I only received a response as I guessed at an email to send the owner of the company that I found on his web page. I believe my husband has now received these parts for his heaters and we will pay for them as that is what good services is about.
This is in response to CID [redacted]I have tried to contact Mr. * with no response. Usually we do not sell this to consumers most of our sales go to contractors or dealers so that is why I do not have a link you can go in to. Please feel free to call me at (866) 446-0500 ext. [redacted] and I would be happy to place an order for that product for you. Bruce S[redacted]
We returned this customers message with a phone call but never heard back. The complaint filed with the Revdex.com was never forwarded to us but was routed to another company with a similar name. Upon learning of this customers complaint we sent a new control box and remote control to the...
customer. We have not heard back from the customer as of yet to determine whether or not this solved the problem.
With the additional information contained in this email we were able to locate this customer. Patti, the customer service person handling this case indicated in her notes that this customers issue had been resolved. We apologize for the lack of attention on our part since we thought this had been taken care of long ago.
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. Biosmart was initially quite prompt on sending me the two switches, a diagram showing their locations and how to locate them, and a separate note telling me which switch needed to be replaced in which heater. The problem was that I lost the note telling which heater needed which switch. That was all I needed, and that was why I kept e-mailing and phoning for help. I am temporarily partially handicapped due to a spinal infection which required surgery, so getting both heaters taken apart and replacing switches, then testing them in small bathrooms to see if they functioned properly until I got the right combination took several days because I kept getting tired, confused, and angry. I did finally get both working properly. Thank you for your time and trouble.
Sincerely,
[redacted]
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
Good day although I appreciate this response it is not entirely accurate. Although I may not have made the original purchase I am married to the person that did so therefore I do believe I am a customer. I have tried several times to send emails to the website and contact customer service via email and by phone. I have followed the instructions on the webpage and filled out several forms requesting assistance. You do not receive any response that the company even has received your email. Their phone message states they will call you back in one business day...when I finally spoke to the owner he identified it was a seasonal company and the phones are not manned by anyone. Also he only tried to call once as left only 1 message which I promptly returned the next day. I believe that I only received a response as I guessed at an email to send the owner of the company that I found on his web page. I believe my husband has now received these parts for his heaters and we will pay for them as that is what good services is about.
[redacted]
This is in response to CID [redacted]I have tried to contact Mr. * with no response. Usually we do not sell this to consumers most of our sales go to contractors or dealers so that is why I do not have a link you can go in to. Please feel free to call me at (866) 446-0500 ext. [redacted] and I would be happy to place an order for that product for you. Bruce S[redacted]
We returned this customers message with a phone call but never heard back. The complaint filed with the Revdex.com was never forwarded to us but was routed to another company with a similar name. Upon learning of this customers complaint we sent a new control box and remote control to the...
customer. We have not heard back from the customer as of yet to determine whether or not this solved the problem.
With the additional information contained in this email we were able to locate this customer. Patti, the customer service person handling this case indicated in her notes that this customers issue had been resolved. We apologize for the lack of attention on our part since we thought this had been taken care of long ago.
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. Biosmart was initially quite prompt on sending me the two switches, a diagram showing their locations and how to locate them, and a separate note telling me which switch needed to be replaced in which heater. The problem was that I lost the note telling which heater needed which switch. That was all I needed, and that was why I kept e-mailing and phoning for help. I am temporarily partially handicapped due to a spinal infection which required surgery, so getting both heaters taken apart and replacing switches, then testing them in small bathrooms to see if they functioned properly until I got the right combination took several days because I kept getting tired, confused, and angry. I did finally get both working properly. Thank you for your time and trouble.
Sincerely,
[redacted]