SupplyHouse.com

We are sorry to hear you have not had a positive experience.We can certainly set up a warranty replacement for the leaking water heater.According to the manufacturer’s warranty process we need the contactinformation for the certified installer/plumber in order to fill out thewarranty paperworkWe have requested this information from you via email and throughour phone conversations several timesWe have already started the claim and wewill need this last piece of information in order to finalize, please providethat information so that we can proceedWe will be contacting you once againto set up the replacementWe are in fact a certified distributorOur information is posted for ourcustomers to view on under our Terms of Use sectionThis site is owned andoperated by [redacted] dba SupplyHouse.com, we are also billed as suchOnceagain we will contact you to finalize the resolution and obtain yourreplacement, under the warranty we honor

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved. They called on the phone today and said they would ship a replacement unit as soon as it was available. We also discussed how to ship the defective unit back to them. I'm looking forward to getting the replacement unit
Sincerely,
*** ***

We are sorry to hear you have not had a positive experience.We can certainly set up a warranty replacement for the leaking water heater.According to the manufacturer’s warranty process we need the contactinformation for the certified installer/plumber in order to fill out thewarranty paperwork. We...

have requested this information from you via email and throughour phone conversations several times. We have already started the claim and wewill need this last piece of information in order to finalize, please providethat information so that we can proceed. We will be contacting you once againto set up the replacement. We are in fact a certified distributor. Our information is posted for ourcustomers to view on under our Terms of Use section. This site is owned andoperated by [redacted] dba SupplyHouse.com, we are also billed as such. Onceagain we will contact you to finalize the resolution and obtain yourreplacement, under the warranty we honor.

Review: I ordered a Honeywell TH8321R1001 programmable thermostat from Supplyhouse, along with 3 other items. The order came in 2 days, on time. The shipping box was in perfect condition- no rips, tears, dents, gashes. Inside were 3 products, plus an empty thermostat box (only contained the instructions, batteries, and wall anchors- no thermostat). I called Supplyhouse, and they resent overnight- another empty product box- no thermostat, again. I called them to request a refund, to which they replied they needed to "confirm with UPS"?? As I said, shipping box was in perfect condition- twice- and therefore it is logical that this is not a shipping problem. Bottom line, I did not receive the product I have already paid for, twice.Desired Settlement: I would like Supplyhouse to issue a refund for the undelivered product value to my credit card, plus 2 day shipping rate for the product. I should not have to pay for a product I did not recieve, nor should I have to pay for shipping of an empty box.

Business

Response:

We understand the frustration associated with receiving a product other then perfect.

Procedure would be to contact UPS in the event there were damages. The part has since been sent back as a defective product and the customer has been fully refunded including shipping and handling costs.

I purchased a Taco Hot Link Plus hot water recirculation system for my home at a cost of $339. Before purchasing, I read the product description and reviews to be sure it was appropriate for my home. However, once installed, it didn't seem to work.

I contacted the manufacturer and after conducting various tests they determined the product is probably okay, just inadequate for my home, even though reviews indicated it is adequate for larger homes than mine.

I contacted SupplyHouse and told them the steps I'd taken to resolve the problem. They told me that because the item had been installed, they would not accept a return. Had I simply said it doesn't work and not mentioned that I contacted the manufacturer, I'm sure they would have accepted the return. Because I tried to resolve the issue first, I'm out of luck.

From a short-term profit viewpoint, I guess they're right. From a customer relations and long-term viewpoint, my guess is that there won't be a long-term unless they change their policy.

Review: I bought PF 210 gas boiler from PexSupply in Oct. 2012. We installed the boiler in Nov. 2012. Pexsupply and PB Heat, LLC advertised the boiler as a top quality and best built boiler. The boiler ran quiet and heat the house very well. I was so happy with the boiler that I would recommend to my friends to buy the boiler in Pexsupply PF 210 boiler review section. On Feb.*, 2014, I noticed no heat in house and found boiler was stop running. I could not restart it up. I called Cornerstone, United but no response until Feb. **. Outside temp was -8F. First available heating contractor was [redacted] on Feb.** and he found bad air fan blower. Air fan blower assembly for Peerless PF 210, was ordered and delivered on Feb.**. It was replaced. House was heated again before any frozen pipes. The blower must been defective when PB Heat, LLC assembled it. I understand blower usually last over ten years.Desired Settlement: The repair bill from [redacted] was $991.23 that include new combustion air fan blower assembly for Peerless PF 210 boiler IEW 199 serial [redacted], over night delivery, Labor and tax, start up the boiler. If necessary I shall forward the copy of the bill. I desire Pexsupply reimburse whole amount of the repair bill of $991.23

I noticed Revdex.com rated Pexsupply as A-, Perhaps Pexsupply may want to maintain A- or better rating and they may at least respond my claim. I wrote PB HEAT, LLC several times for this claim but no responses so far. Perhaps PB HEAT want me take them to the court for which if necessary I will. All consumers should know about this manufacturer.

Business

Response:

The unit purchased has a one year warranty in which we can

replace the parts for our customer. At the time of the call, we were already 14

months outside of the warranty period. We have offered to send the replacement

parts free of charge so that our customer can repair the unit without having to

incur any further charges, to which he agreed. The customer has since stated he

no longer wants the parts as he purchased them locally. The customer stated he

would prefer a refund which is also not a part of the warranty process. Please

see the attached manufacturer's warranty and the following excerpt from the manufacturer’s

warranty "This warranty does not cover labor costs for removal and reinstallation

of an alleged defective boiler or boiler parts”. Although the parts are no

longer under warranty, we would like to assist in getting replacement parts to the

customer, we would like to honor the components needed in order to assist the

customer.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I bought PF 210 boiler from PEXSUPPLY and the boiler was shipped on October **, 2012. The boiler was delivered to me on Nov *, 2012. The boiler was installed and started it up on November **, 2012.

On Saturday February *, 2014 I found the boiler stopped working thus losing the heat in the house. Outside temperature at that time was hovering minus 3 degree F to minus 8 degree F for about 6 to 7 days. In emergency, I called several local heating contractors and finally [redacted]( heating contractor) was available on Monday Feb **. [redacted] found bad Air Fan Blower of the boiler, he ordered the item through local supply company and the blower was delivered on [redacted]. The blower was replaced on [redacted]. The boiler was started up to heat the house again. On Feb. **, in house temperature was low 30's. I was very much afraid of any freezing of water pipes.

I called cutomer Service of Pexsupply, after several calls I received email from [redacted] on Feb. **, 2014, which states that if I return the goods to Pexsupply, after inspection of the item, Pexsupply may grant credit or replacement (parts only) of the blower..

PB HEAT, LLC offer 12 months warranty for the parts of the boiler and the PF 210 boiler in my home broke down in 15 months, that is 3 months after warranty was expired.

My question to Pexsupply and PB HEAT, LLC is, what is average life of Combustion Air Fan Blower of PF 210 boiler. Is it usual for the blower of the boiler go bad in 15 months of use? Even today Pexsupply advertise that Peerless Boilers are top quality, and Peerless Builds America's Best Boilers.

I was informed that well build boilers last at least 12 to 15 years of use. My next door neighbor installed propane boiler about 13 years ago and it still works well without any trouble of the boiler itself. I was also informed by contractors that it is unusual for the blower of the new boiler go bad such a short period of time of the use, unless the part was defective at the time of assembly or the parts were used ones.

First of all, why consumer should pay for any replacement cost of the defective parts that Peerless assembled, and then boiler was sold to the consumer as America's Best Built Boiler. Total cost of replacement of Air Fan Blower assembly was $ 991.23, which I paid.

Isn't it misleading advertisements for the consumer that Pexsupply and Peerless continue to market the same boiler as TOP QUALITY Boiler and also as America's Best Boilers. I hope top officials of Pexsupply and PB HEAT, LLC realize what would be best interests for all involved.

I would appreciate your fair and just response to resolve this unfortunate situations. We, the consumers know somewhat about our right, no matter how much Pexrsupply and Peerless Boiler insists on warranty issue. I hate to continue to file the complaints to all other consumer protection agencies, Bureau of Consumer Protection(Federal Trade Commission), and finally the court. I believe it is a matter of principle.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I rejected because I see no reason why as a consumer have to pay any part of replacement cost of defective part that was assembled by PB HEAT and Pexsupply sold the boiler to me as a Top Quality and America's Best Built Boiler.

Under the NY State Law, consumers have "implied warranties." The Uniform Commercial Code, provides an automatic "implied Warranty of merchantability." The unwritten protection guarantees that consumer products are free of substantial defects and will function properly for a reasonable period of time. I understand States typically limit implied warranties to four years but the cost of the boiler PF 210 was over $4,300 that, I believe it would be longer.

I am sure top officers of Pexsupply and PB HEAT, LLC must be aware of those laws protecting consumers, yet do they really wish to continue this unnecessary time consuming process and thus expose the true color of the company to all consumers?.

The combustion Air Fan assembly replacement cost I paid to [redacted] was $991.23 and I do expect full reimbursement as a satisfactory solution. I already sent copy of the bills your office.

I just down loaded Complaints Form, from Bureau of Consumer Frauds, NYS Office of Attorney General. If this complaints could not resolved satisfactory at NY Revdex.com, I will continue to file all available consumer protection agency.

Sincerely,

Business

Response:

We have called the customer again 4/*/2014. He has confirmed

we tried everything within our power to reimburse him based on the expired

warranty. The customer decided to place another order with a plumber through a

different company. That purchase, installment, and shipping is out of our hands

as it was done through another company. We will honor the expired warranty on

the parts of the original boiler. If the customer does not want the replacement

we are happy to reimburse him for the cost of the parts as also stated in our

policy.

Review: ON June **, 2015 I ordered ( order #[redacted]} a water heater from SupplyHouse. Received it on July *, 2015. I unpackaged it and checked it out. Arrived in good condition. I proceed to check the unit against the specifications from supplyhouse specification on this unit. Everything checks out fine except the weight. The unit I ordered is specified to weigh 192 lbs, but the unit I got weighs only 170 lbs.

Therefore I email Supplyhouse informing them of the discrepancy. I got a reply from Olivia on July * asking me to check and make sure everything was there. I did and everything seemed to be included that I was supposed to get. I replied to her email wit the above information and ask why the water heater was 22 lbs lighter than the one I ordered. Olivia replied back the same day, "I talked to my freight department and they informed me that the extra weight is most likely from the pallet the unit shipped on. As long as the model number and the unit is the same, you should be fine." I replied back that the shipping weight was 212 lbs and that the product specification specification sheet clearly stated that the unit I ordered weighed 192 lbs. and ask for an explanation.

That same day, July *. I got a reply from AmandaH, "I understand you are concerned that he unit you received is lighter than we had specified on our website. Can you please send me the photos of the unit you received, possibly the model and serial number, and the accessories. I will then contact the manufacturer to see if anything was missing, or if we were given the incorrect weight information after the recent AO Smith update. " I replied the same day with the requested information. After 10 days and not receiving a reply, I emailed again and ask for an explanation of why I did not get the water heater as specified and stated, "It has been over a week since I provided the requested information about the A O Smith water heater I bought from SupplyHouse. I am expecting a reply by the end of next week 7/**/15 as to why the water heater weights only 170 lbs when the one I ordered weighs 192 lbs. If I have not received a explanation by then I will contact the Revdex.com and ask them to have you explain to them why I received a 170 lbs water heater when I ordered a 192 lbs water heater." As of this date7/**/15 I have not received a reply. I would appreciate any help you may offer.Desired Settlement: Satisfactory explanation from Supplyhouse why I did not get the water heater as specified in the specification sheet. I feel shortchanged as I paid for a 192 lb water and only got a 170 lb water heater.

If no satisfactory explanation is given I would like to exchange the unit for the one I was supposed to get with all exchange expense paid by supplyhouse.

Business

Response:

We apologize for any miscommunication on our end. We have emailed you directly but also wanted to again reply here, as we had looked into your question about the discrepancy in weight on the water heater you purchased from us. We contacted the manufacturer and they confirmed that the listed shipping weight can vary. So although the specifications page listed one weight it can vary and be different than what was listed in there. So this is an approximate weight, and the actual weight may vary. We had emailed this information over to you back on July [redacted] to the email address associated with the order, which we have since found out was an outdated email and that was where the miscommunication happened. Please let me know if there is anything else I can assist you with, but as per the pictures you sent in and all the product information the unit you got is complete and ready for install. Please reach out to us again if you have any other questions or concerns.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Supplier passed the buck to the manufacturer, who claims that the product weight as specified in the product data sheet is actually the shipping weight and not the product weight. Product weight is as it says PRODUCT WEIGHT. SHIPPING weight is the product weight plus packaging, pallet or whatever is used to encase the product for shipping.

ResourcesProduct OverviewInstall InstructionsService ManualSpecsApplication:PlumbingIntended Household:3-4 PersonFuel Type:Natural GasCapacity (Gallons):50BTU Input:50000Gas Connection:1/2"Water Connection:3/4"Vent Size:2"4"3"Venting:Power VentVent Type:CPVCPVCABSPolypropyleneDepth (Inches):29-1/8"Height (Inches):68.25Diameter (Inches):22"1st Hour Delivery (Gallons):96Energy Factor:0.70Energy Star Rated:YesRecovery 90°F Rise:55.9 GPHWeight (lbs):192 lbsWarranty:6 yr Tank/6 yr Parts LimitedDescription for AO Smith GPVT-50The ProMax Power Vent water heaters have been engineered to maximize efficiency and deliver a greater energy factor (EF).FeaturesEnergy Star QualifiedAll models meet the September 2010 Energy Star® EF requirement and may also qualify for local utility and rebate programsDynaclean II dip tube optimizes inlet water pressure to minimize cold water regions within the tank. The self-cleaning action also reduces sediment accumulation on the bottom of the tank.Hot-surface ignitor is more robust and reliable than standing pilot, and reduces energy consumption.Built-in heat traps on the water inlet and outlet reduce the amount of heat lost through piping2-inch, thick, "Environmentally-Friendly" foam insulation reduces the amount of heat loss and contributes to overall energy efficiencyVersatile Power Vent DesignAll models feature an exclusive 3-position rotatable blower outlet which adds flexibilityCombined horizontal and vertical vent runs up to 180 equivalent feet with 4" diameter venting (ABS, PVC, CPVC and polypropylene)All models are equipped with a protected sensor that detects the presence of flammable vapors and automatically disables the burner to prevent ignitionAir intake snorkel elevates the inlet location of combustion air to prevent flammable vapors from entering the sealed combustion chamberReduced NOx emissions comply with air quality management district regulationsUser-FriendlyState-of-the-art electronic gas control provides more precise temperature controlLED control light displays operation status and diagnostics informationFactory-installed T&P and a durable, tamper-resistant brass drain valve are positioned for service accessibilityAvailable in Natural Gas and Propane6 year limited tank and parts warranty PLEASE NOTE: The product weighs 192 lbs. and may require the use of a lift gate. If you do require a lift gate at your delivery, you'll have the option to add this FREE of charge when you checkout.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: On June **, 2013 I made an order (# [redacted]) for installing a radiant floor system. This order included parts for changing boiler piping pex pipe and a radiant heat manifold. Pexsupply shipped out all items on June [redacted] except for 2 items on back order. When I received the items on June [redacted] I inventoried the items and found that I was missing 9 line items from my order. These items totaled over $300. Furthermore the Radiant heat Manifold was damaged in shipping. The packaging offered little to no protection to the manifold which allowed the 28lbs manifold to break free from its mounting hardware and get scratched up and rendered the mounting hardware useless.

On Friday June [redacted] I called pexsupply regarding the missing items and the damaged manifold. Pexsupply wrote down the missing items and sent out a return shipping label for the manifold. The customer service rep said she would call the warehouse to find out what happened to the missing items. Pexsupply called me back within the hour and informed me that there was an eighth package and the missing items were in that package. Later that day I recieved the eighth package and discovered that this was one of my back order items and not the missing parts from the previous shipment.

On Saturday June [redacted] I emailed Pexsupply customer service about the missing items and gave them a complete list of what items I was missing and how many were missing. I also included my expectations that I should be contacted at my home phone number. I also printed out the return shipping label and dropped off the manifold at a UPS store for the return shipment.

On Monday, July [redacted] I received an email in the afternoon explaining that I had parts that were not on the original order and that I should call them because there was no answer at my home phone. I replied to this email regarding the lack in effort of communication with me because I was home all day with the house phone and my cell phone next to me waiting for their phone call. They had lied about trying to call me to resolve the situation. After 5 minutes of sending the email I did receive a phone call from [redacted] from Pexsupply. We went over the list of items I was missing and she confirmed that every item listed in the email was indeed on the original order. [redacted] then made a new order (# [redacted]) which included all of my missing items. I asked [redacted] how they handled the damaged items. [redacted] explained that they would ship out the new item upon receipt of the damaged manifold.

According to the tracking number for the damaged manifold Pexsupply received the manifold on Wednesday June [redacted]. I kept checking my email and the order status through July [redacted]. On July [redacted] I called Pexsupply to inquire why they have not sent out the new manifold. They could not explain why but assured me that it would go out that day. I was told by [redacted] that I would have a tracking number by 4PM that day.

On July [redacted] I called Pexsupply regarding the new manifold which was order number [redacted]. I did not receive a tracking number. I explained to them that I need these parts so I can be sure that there are no leaks in the radiant system before the carpet would be installed on Saturday July [redacted]. The customer service agent informed me that the order had not gone out yet which explained why I did not receive a tracking number as promised. The customer service agent informed me that she spoke to the warehouse manager and assured me that the shipment would go out overnight .

On July [redacted] I received the package for order [redacted] which contained the new radiant manifold. The box looked battered and had a hole in it on the side. Upon inspection there was no packaging included in the box once again. The manifold had bent the support brackets again and had been scratched and beaten by the loose parts. Furthermore this manifold had a very dull appearance to it when compared to the last manifold which would indicate it had been exposed to the elements. On closer look there were actual dots with rings of corrosion around them (like it had been rained on) all over the manifold.Desired Settlement: I expect that a new manifold be shipped with the proper packaging via FEDEX overnight and a % taken off of this order

Business

Response:

We are sorry the experience here has been less then perfect. We understand the customers frustration. We have since sent out a [redacted] replacement for the manifold, Next Day Air shipped and delivered 7-**-2013. We will have a follow up call made to confirm the arrival of this unit. In regards to the delay in receiving the tracking information for the missing parts. It is correct we took down the part numbers for the missing items. There was some miscommunication and the part numbers taken down did not match the parts on the order. This is when [redacted] called back to confirm. We have since sent out the replacement parts expedited shipping and has also been delivered prior to the complaint. If there are anymore damages, we have not been notified yet, once again we will have a follow up call. We started a claim with UPS for the parts that were missing and/or damaged. If there is anything else that can be rectified that has not already be rectified we will be more then willing and happy to.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Their statement is inaccurate. There were only 2 manifolds received. The [redacted] manifold was with the original

shipment. Upon receipt of the damaged manifold

Pexsupply waited a week before sending out the replacement which was order

[redacted]. I I was expecting this manifold

by the end of the day on Thursday and order [redacted] was sent UPS ground which

would not reach me in time to conduct a pressure test of the system before

flooring would be installed over the tubing.

Pexsupply sent out a third manifold UPS overnight order [redacted]. The manifold that was shipped for order

[redacted] was never delivered as they recalled the package via UPS

[redacted]. The issue that

remains is that the two manifolds already received were damaged. I feel that this may be due to insufficient

packaging or damage done in transit.

Review: I placed an order with them in late February. I had a great deal of work to do on the house before I could begin working on the heating system and left my packages in my home until the house was ready to begin work. When I tried to locate the pump I ordered and paid for, it was not in the packaging. Both shipping companies show only a single, shrink-wrapped pallet on the shipping bill. I did receive one pallet but it did not include the pump.

This is from my order:

0014 Stainless Steel Circulator, 1/8 HP

SKU: 0014-SF1 Brand: Taco

Usually Ships 7-10 Days

$422.95 1 $422.95

I never received it and have been trying to contact pexsupply to get this resolved for nearly a month now.Desired Settlement: I'd like them to delivery the part I paid for promptly or for them to just give me a refund so I can afford to buy another from someplace locally. I need this quickly so I can get my heat installed before winter.

Business

Response:

The number on file that we have been calling was the number provided at the time of the order. This number as we understand was for the customers mother. We have since resolved the issue and sent the customer a new pump under order number [redacted]. We will try our very best to get the item to the customer asap. The customer has also provided a new telephone number where he can be contacted directly.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Your order # is [redacted]

Thank you for your order, [redacted]!

Below is a summary of your order placed on 08/**/2013. To check the status of this order, please visit the order status

page. You will receive a separate e-mail with tracking information once

your order ships. For questions and/or concerns, please contact us at [redacted] or ###-###-####.

Thanks Again,

Customer Service Team

###-###-####

Address & Payment

[redacted] * [redacted]

Review: Purchased a [redacted] water heater from this company. Upon installation found water heater to be leaking. Contacted the company via eMail, enclosing pictures and video of the leak. They referred me to the water heater manufacturer. When I contacted the manufacturer, they referred me back to the original company. Through numerous phone calls and eMails, I ascertained the water heater was sold from the manufacturer to an authorized distributor, [redacted] and [redacted] of [redacted]. I can only assume they sold it to Supplyhouse.com. Today, I was told by the manufacturer that Supplyhouse.com is not an authorized dealer/installer/agent of [redacted] water heaters, hence, I may not have a warranty recourse. Indeed, [redacted] has a disclaimer at the bottom of their web page that relieves them of warranty responsibility if unit is not sold thru an authorized dealer/installer.

I wanted to find an exact replacement for my old water heater so I googled [redacted]. The first name to come up was Supplyhouse.com. Their webpage offered an extensive line of [redacted] water heaters. Their webpage neiter confirmed nor denied that they were an authorized [redacted] dealer.

As of today, I have a water heater that was installed one week ago that leaks. I have had no satisfactory response from any of the three companies involved.Desired Settlement: I feel duped by Supplyhouse.com. Though not directly saying it, they portray themselves as legitimate dealers of [redacted] products. I feel [redacted] and/or their authorized distributor [redacted] and Dist have taken NO steps to ensure their products are marketed correctly so that warranty recourse is available when needed. While I realize they cannot totally control where their products go, I believe they have abdicated their duty to the end user. As I said in the "Tell Us About Your Problem" section, when I googled [redacted], the first company on the list is Supplyhouse.com, NOT an authorized dealer/installer.Replacement

Business

Response:

We are sorry to hear you have not had a positive experience.We can certainly set up a warranty replacement for the leaking water heater.According to the manufacturer’s warranty process we need the contactinformation for the certified installer/plumber in order to fill out thewarranty paperwork. We have requested this information from you via email and throughour phone conversations several times. We have already started the claim and wewill need this last piece of information in order to finalize, please providethat information so that we can proceed. We will be contacting you once againto set up the replacement. We are in fact a certified distributor. Our information is posted for ourcustomers to view on under our Terms of Use section. This site is owned andoperated by [redacted] dba SupplyHouse.com, we are also billed as such. Onceagain we will contact you to finalize the resolution and obtain yourreplacement, under the warranty we honor.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. They called on the phone today and said they would ship a replacement unit as soon as it was available. We also discussed how to ship the defective unit back to them. I'm looking forward to getting the replacement unit.

Sincerely,

Review: On May [redacted] we ordered a sump pump for Pexsupply NKA Supplyhouse. I placed a call to the company today and informed them that the customer had called and said the pump went out. I was told there was a one year warranty on the pump and there was nothing they could do about it. Of course we will replace the pump for this customer because that IS the way you do business but it will not be purchased from this company again. I do not think this is fair because of the shipping time and the time it took to install the pump.Desired Settlement: I am not asking for any money back just an exchange on the pump.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I purchased a boiler from the web site which stated free shipping on all orders. During the check out process, there was a "verify your zip code for shipping" step. I entered my zip and it came up free shipping! The next day I got an email and a voicemail stating my order was on hold because there was a shipping fee being added and needed my approval. I called customer service to inquire since the website stated free shipping on "all" orders and asked about having the shipping fee removed since the website twice verified my order as "free" and was told they really don't do that!Desired Settlement: I would like the shipping fee refunded.

Business

Response:

We apologize for the confusion surrounding this order. Our shipping policy is posted on the website. Free Shipping is honored for the Contiguous U.S. Orders over $500 shipping to Alaska and Hawaii receive a $50 discount on the shipping price (also stated on the sit. The calculator has the functionality to calculate orders shipping within the contiguous U.S. As promised, a $50 discount on shipping price has been removed. Orders shipping to Alaska and Hawaii are held until we have the approval of the customer to ship or cancel. We received the okay to proceed with the order from the customer. At this time, we can offer an additional $25 off.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is mildly satisfactory to me and the matter has been resolved. However, they need to fix their site. When the zip code is entered an it says "free"!! I have used other sites with the zip code verify an received a message that fees would be assessed etc. Thank you for your assistance.

Sincerely,