Sellersburg Heating & Air Conditioning, Inc.

Hello, I accept that the complaint has been resolved, as the business refunded me for the difference in shipping methods, as a result of them shipping the item via a cheaper shipping method than what I paid forPlease be advised however, that I completely disagree with the diagnosis that the motor was installed incorrectlyThe shaft of the blower motor was not turning freely and a certified HVAC mechanic that I hired advised that his opinion was that the motor was badHe installed a motor that he had in stock which worked no problemIf there is further information that is necessary, please let me knowSincerely, *** ***

Business Response to a Complaint Complaint ID#: *** Company Name: Sellersburg Heating & Air Company Contact: *** *** Company Phone: ###-###-#### Company Email: *** Person Who Sent the Complaint: *** ***
Staff Member: *** Response: The buyer placed this order on 11/27/This order was shipped on 11/27/and arrived on 11/30/It is stated that several attempts to contact us were made over a 1-month period after this order was placedHowever, we have done extensive research within our email system and have found no contact from this buyer of any kind (prior to 1/29)Nonetheless, we did received an email on 1/(months after the order was placed) stating the following: "Please call me at xxx-xxx-xxxx regarding a part from your company." We responded to this email on 1/stating that we would be glad to assist and would need a reason for inquiryShortly after we received a response stating "I did not need or use the itemWill you please send me a return label so I can return the item to your company for a full refund?" However, at the time we received their email dated 1/29/16, the order was days oldOur return policy states that orders must be returned within days to be eligible for a refundThe customer’s request exceeded the return policy by days; therefore, we were unable to authorize the part for returnSent on: 3/24/4:13:PM

Business Response to a Complaint
Complaint ID#:
***
Company Name:
North America HVAC
Company Contact:
***
Company Phone:
Company Email:
***.***
Person Who Sent the Complaint:
*** ** ***
Staff
Member:
Response:
The customer received the blower motor and after installing it, stated that the motor would not work and he believe it was damagedSince motors can be damaged during the installation process, motors are only eligible for a refund on the original shipping if the damage is reported before installing the motorMotors that are installed prior to reporting the damage (or if they are claimed to be defective) are not eligible for a refund for the original or return shippingCustomer received a full refund for the motor, and subsequently received a refund for the difference in quoted shipping and actual shipping chargesPlease note that the customer received a full refund on the motor even though we saw no evidence of damage occurring during the shipping process, and that most likely improper installation resulted in the motor not working properly (we had to scrap the motor as it was not repairable)
Sent on: 8/26/2:31:PM

[redacted] ordered  the following part from us on 12/19/2017 (Fasco ICP Heil Tempstar Inducer Motor 7062-4783 70624783 7021-10702 [redacted]) After receiving the motor, he later emailed stating that he received a “Rotom” branded part when he ordered a “Fasco” brand motor. However, we went on...

to explain that Rotom purchases this inducer from Fasco. With this being the case, the part we sent to [redacted] was produced by Fasco. After explaining this to, we offered [redacted] the option to return the item for a full refund (waiving our standard 20% restocking fee.) We received the item back at our location and issued a full refund of the item cost. With the order being filled correctly, we do not wish to refund the original or return shipping.Please let me know if you have any other questions or concerns.  Thank you and have a great day! -- --NorthAmericaDistributionCustomer Service Manager[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.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]I do not dispute the information provided by this Company in their response as to the product shipped to me.  What they fail to admit is that when you go to their website, the product offered for sale was a "Brand New Fasco Motor"; which is what I wanted, not a Rotom motor which they indicate is an acceptable replacement.  Their advertisement of their product  on their website is clearly misrepresenting the product which they are offering for sale.  It's dishonest, pure and simple.  In addition, in trying to resolve this issue with the Supplier, they refuse to talk  with the customer via the phone.  They will only communicate with their customer's via email.  I have never had such a frustrating and poor customer service experience in my life.  This is the first and only complaint I have ever filed online with any supplier or business I have ever dealt with on any type of online purchase.   I would never recommend dealing with this organization.
Regards,
[redacted]