September 28, Dear Brenda Freeman, I reviewed the objection to the complaint that you forwarded from the party involved with the water heater We live in a world where everyone believes that the customer is always right regardless of what they do or how they act they have the right to put the burden of loss on the business owners Let's take another look at where we are in the situation 1) The homeowner uses a friend's business name to have the ability to buy a water heater through a wholesale outlet (shame on us for even allowing the first sale to happen, although we denied selling them the heater, they likely would have complained to you for that too)2) They get a guy from [redacted] to install the heater.3) A few weeks later they claim the heater is leaking from the side and they want to buy a warranty replacement They call wanting the leak situation handled by Somerville, we inform them that we buy and sell products and perform no laborThey are also instructed to get the unit to replace the “leaking” heater, they need to buy the replacement and return the "leaker" and when deemed defective, we then issue the full replacement cost of the heater as an offsetting credit.4) When they bring out a contractor to replace the “leaking” heater, he fixes the leaking pipes near the heater.5) Homeowner request that we pick up the replacement heater and issue a full credit.6) It is discovered the heater is out of the box and unsaleable as “NEW" and we refuse picking up the heater.7) Consumer sends complaint to the Revdex.com to coerce us to take a loss.8) I find it ironic that the consumer uses the word fraud when they have repeatedly misrepresented the facts beginning by stating the water heater was leaking when in fact the leak was coming from the pipingThe homeowner claimed that the plumber said “he could just fix the old one that was leakingWhat the homeowner doesn't disclose is that the heater wasn’t leaking, but the water connections were causing the water “leak” along the side of the heaterWhen glass lined water heater tanks leak from the tank, there is no method to repair the leakIt was merely an assumption on behalf of the homeowner that the water heater was the culprit, later determined as an incorrect assumption by the contractor who said they would save them money and fix the leak9) It is also ironic to me that it we had attempted to sell this individual an unboxed water heater, I can venture to say with almost 100% certainty that one of two things would happen, 1) they would not agree to purchasing an unboxed product or 2) they would demand to do so at a reduced price.As stated in the first response, the product we sold did not failThe problem with the heater was the installation that created the water "leakWe were willing to take back the 2nd heater and in fact arrived at the property to do so, to find out that water heater was out of the boxOur contractor base will not buy unboxed product from us due to the fear that there is something wrong with the itemImagine for yourselfwould you be willing to buy an unboxed product? I suggested that the consumer use [redacted] or [redacted] to sell the 2nd water heater they purchased and unboxed before knowing they did not need it.So, with all that said, here’s is what I would be willing to do to help alleviate some of this consumer’s painIt they are willing to agree in writing that we will pick up the water heater and put it at our counter with a reduced sell price of $800, when the unit sell, we will then credit them back $950Thank you, Doug RPresident
August 19, Dear *** ***,I reviewed the complaint that you forwarded from the party involved with the water heaterHere are the areas where they are misrepresenting the truth:1) The customer states that "they say I have to order a new heater and exchange the old
one that I just bought from them and to send the defective one back." What we told the customer was within our procedures, product can’t leave the building without being invoiced and that they would need to buy the replacement heater and we would credit the leaking heater upon its returnWe simply can't just give someone a heater and “hope” they give us the other one backNo store is going to allow product or inventory to leave their building without a transaction taking place.2) When the homeowner called to ask us to fix the original water heater, they state it was said "they can’t fix any of my problems” the comment made was that we are a wholesaler who only sells the products (we do not install or perform any labor aside from warehousing and shipping) and we informed them that they would need a contractor to correct the problem.3) The homeowner claimed that the plumber said “he could just fix the old one that was leaking.” What the homeowner doesn’t disclose is that the heater wasn’t leaking, but the water connections were causing the water “leak" along the side of the heaterWhen glass lined water heater tanks leak from the tank, there is no method to repair the leakIt was merely an assumption on behalf of the homeowner that the water heater was the culprit, later determined as an incorrect assumption by the contractor who said they would save them money and fix the leak.In summary, the product we sold did not failThe problem with the heater was the installation that created the water “leak.” We were willing to take back the 2nd heater and in fact arrived at the property to do soto find out that the heater was out of the boxOur contractor base will not buy unboxed product from us due to the fear that there is something wrong with the itemImagine for yourselfwould you be willing to buy an unboxed product? I suggest that the consumer use *** or *** to sell the 2nd water heater they purchased and unboxed before knowing they did not need it.Thank you,Doug R.President
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Dear *** ***,
I have to reject this response from this “Professional
Master Salesmen President” because he knows he’s in the wrong and can’t accept
that his company wronged their customers
I have never complained verbally about any company or filed
a complaintI do not have any intention of creating lost for the companyThis
should have been a win for the company at the very beginning when I talked to
their Sales Rep Chuck T*** who told me that they could come get the water
heater and issue a refund minus $for re-stocking (profits going back to the
company) but had to wait for their supervisor to make that decisionI agreed
to this but what I got was a lousy excuse that because it was out of the box,
they couldn’t take it backThe cardboard box is a plain old ripped brown box which
I can easily go to the store and buy a brand new one for a couple of bucks to
put the water heater in
The guy from *** who installed the heater did nothing
wrong, he installed it correctly and when it leaked, he showed me the problem
was on the insideThe contractor I got to come out said the same thing and was
able to fix it without me paying him more by taking the entire defective water heater
out and switchingThis was me trying to save the company money, now I see it
was a huge mistake to go through this hassle
This also was never about me wanting a full refund, I have
all my emails documented with the company and the month to two months response
time from the company which was ridiculous of trying to brush me under the
carpet scamming meI’ve been cooperative at the very beginning, I agreed to a
re-stocking fee, then I agreed for fees for delivery, I refuse to be scammed
again by this company“They’ll credit me when the product sells on their floor”
It’s obvious, most retails take their returns and use them as a display model
that they never intend to sell
This response from Doug out of touch with the consumers
When it comes to appliances such as ovens, refrigerators, HVAC’s, they’re so
big, no one cares if it’s in or out of a boxIt is still brand new just like a
brand new carNo one cares about the box, it’s still brand new and should be
backed by a warranty
This case has become a huge cost of time and effort on my
partMost people would have given up and called the money not worth the hassle
anymoreAt this point it is not about the money, it is about the principle and
that companies who profits off of its consumers should behave ethically and do what is right by its customersI refuse to let this company continue to trick people in buying a defective product in order to buy a second product and not refund themI refuse to let this company sell products without ever alerting customers of their return policies
Regards,
*** ***
September 28, 2015
Dear Brenda Freeman,
I reviewed the objection to the complaint that you forwarded from the party involved with the water heater. We live in a world where everyone believes that the customer is always right regardless of what they do or how they act they have the right to put the burden of loss on the business owners. Let's take another look at where we are in the situation.
1) The homeowner uses a friend's business name to have the ability to buy a water heater through a wholesale outlet (shame on us for even allowing the first sale to happen, although we denied selling them the heater, they likely would have complained to you for that too).
2) They get a guy from [redacted] to install the heater.3) A few weeks later they claim the heater is leaking from the side and they want to buy a warranty replacement. They call wanting the leak situation handled by Somerville, we inform them that we buy and sell products and perform no labor. They are also instructed to get the unit to replace the “leaking” heater, they need to buy the replacement and return the "leaker" and when deemed defective, we then issue the full replacement cost of the heater as an offsetting credit.4) When they bring out a contractor to replace the “leaking” heater, he fixes the leaking pipes near the heater.5) Homeowner request that we pick up the replacement heater and issue a full credit.6) It is discovered the heater is out of the box and unsaleable as “NEW" and we refuse picking up the heater.7) Consumer sends complaint to the Revdex.com to coerce us to take a loss.8) I find it ironic that the consumer uses the word fraud when they have repeatedly misrepresented the facts beginning by stating the water heater was leaking when in fact the leak was coming from the piping. The homeowner claimed that the plumber said “he could just fix the old one that was leaking. What the homeowner doesn't disclose is that the heater wasn’t leaking, but the water connections were causing the water “leak” along the side of the heater. When glass lined water heater tanks leak from the tank, there is no method to repair the leak. It was merely an assumption on behalf of the homeowner that the water heater was the culprit, later determined as an incorrect assumption by the contractor who said they would save them money and fix the leak.
9) It is also ironic to me that it we had attempted to sell this individual an unboxed water heater, I can venture to say with almost 100% certainty that one of two things would happen, 1) they would not agree to purchasing an unboxed product or 2) they would demand to do so at a reduced price.As stated in the first response, the product we sold did not fail. The problem with the heater was the installation that created the water "leak. We were willing to take back the 2nd heater and in fact arrived at the property to do so, to find out that water heater was out of the box. Our contractor base will not buy unboxed product from us due to the fear that there is something wrong with the item. Imagine for yourself... would you be willing to buy an unboxed product? I suggested that the consumer use [redacted] or [redacted] to sell the 2nd water heater they purchased and unboxed before knowing they did not need it.So, with all that said, here’s is what I would be willing to do to help alleviate some of this consumer’s pain. It they are willing to agree in writing that we will pick up the water heater and put it at our counter with a reduced sell price of $800, when the unit sell, we will then credit them back $950Thank you,
Doug R.
President
September 28, Dear Brenda Freeman, I reviewed the objection to the complaint that you forwarded from the party involved with the water heater We live in a world where everyone believes that the customer is always right regardless of what they do or how they act they have the right to put the burden of loss on the business owners Let's take another look at where we are in the situation 1) The homeowner uses a friend's business name to have the ability to buy a water heater through a wholesale outlet (shame on us for even allowing the first sale to happen, although we denied selling them the heater, they likely would have complained to you for that too)2) They get a guy from [redacted] to install the heater.3) A few weeks later they claim the heater is leaking from the side and they want to buy a warranty replacement They call wanting the leak situation handled by Somerville, we inform them that we buy and sell products and perform no laborThey are also instructed to get the unit to replace the “leaking” heater, they need to buy the replacement and return the "leaker" and when deemed defective, we then issue the full replacement cost of the heater as an offsetting credit.4) When they bring out a contractor to replace the “leaking” heater, he fixes the leaking pipes near the heater.5) Homeowner request that we pick up the replacement heater and issue a full credit.6) It is discovered the heater is out of the box and unsaleable as “NEW" and we refuse picking up the heater.7) Consumer sends complaint to the Revdex.com to coerce us to take a loss.8) I find it ironic that the consumer uses the word fraud when they have repeatedly misrepresented the facts beginning by stating the water heater was leaking when in fact the leak was coming from the pipingThe homeowner claimed that the plumber said “he could just fix the old one that was leakingWhat the homeowner doesn't disclose is that the heater wasn’t leaking, but the water connections were causing the water “leak” along the side of the heaterWhen glass lined water heater tanks leak from the tank, there is no method to repair the leakIt was merely an assumption on behalf of the homeowner that the water heater was the culprit, later determined as an incorrect assumption by the contractor who said they would save them money and fix the leak9) It is also ironic to me that it we had attempted to sell this individual an unboxed water heater, I can venture to say with almost 100% certainty that one of two things would happen, 1) they would not agree to purchasing an unboxed product or 2) they would demand to do so at a reduced price.As stated in the first response, the product we sold did not failThe problem with the heater was the installation that created the water "leakWe were willing to take back the 2nd heater and in fact arrived at the property to do so, to find out that water heater was out of the boxOur contractor base will not buy unboxed product from us due to the fear that there is something wrong with the itemImagine for yourselfwould you be willing to buy an unboxed product? I suggested that the consumer use [redacted] or [redacted] to sell the 2nd water heater they purchased and unboxed before knowing they did not need it.So, with all that said, here’s is what I would be willing to do to help alleviate some of this consumer’s painIt they are willing to agree in writing that we will pick up the water heater and put it at our counter with a reduced sell price of $800, when the unit sell, we will then credit them back $950Thank you, Doug RPresident
August 19, Dear *** ***,I reviewed the complaint that you forwarded from the party involved with the water heaterHere are the areas where they are misrepresenting the truth:1) The customer states that "they say I have to order a new heater and exchange the old
one that I just bought from them and to send the defective one back." What we told the customer was within our procedures, product can’t leave the building without being invoiced and that they would need to buy the replacement heater and we would credit the leaking heater upon its returnWe simply can't just give someone a heater and “hope” they give us the other one backNo store is going to allow product or inventory to leave their building without a transaction taking place.2) When the homeowner called to ask us to fix the original water heater, they state it was said "they can’t fix any of my problems” the comment made was that we are a wholesaler who only sells the products (we do not install or perform any labor aside from warehousing and shipping) and we informed them that they would need a contractor to correct the problem.3) The homeowner claimed that the plumber said “he could just fix the old one that was leaking.” What the homeowner doesn’t disclose is that the heater wasn’t leaking, but the water connections were causing the water “leak" along the side of the heaterWhen glass lined water heater tanks leak from the tank, there is no method to repair the leakIt was merely an assumption on behalf of the homeowner that the water heater was the culprit, later determined as an incorrect assumption by the contractor who said they would save them money and fix the leak.In summary, the product we sold did not failThe problem with the heater was the installation that created the water “leak.” We were willing to take back the 2nd heater and in fact arrived at the property to do soto find out that the heater was out of the boxOur contractor base will not buy unboxed product from us due to the fear that there is something wrong with the itemImagine for yourselfwould you be willing to buy an unboxed product? I suggest that the consumer use *** or *** to sell the 2nd water heater they purchased and unboxed before knowing they did not need it.Thank you,Doug R.President
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Dear *** ***,
I have to reject this response from this “Professional
Master Salesmen President” because he knows he’s in the wrong and can’t accept
that his company wronged their customers
I have never complained verbally about any company or filed
a complaintI do not have any intention of creating lost for the companyThis
should have been a win for the company at the very beginning when I talked to
their Sales Rep Chuck T*** who told me that they could come get the water
heater and issue a refund minus $for re-stocking (profits going back to the
company) but had to wait for their supervisor to make that decisionI agreed
to this but what I got was a lousy excuse that because it was out of the box,
they couldn’t take it backThe cardboard box is a plain old ripped brown box which
I can easily go to the store and buy a brand new one for a couple of bucks to
put the water heater in
The guy from *** who installed the heater did nothing
wrong, he installed it correctly and when it leaked, he showed me the problem
was on the insideThe contractor I got to come out said the same thing and was
able to fix it without me paying him more by taking the entire defective water heater
out and switchingThis was me trying to save the company money, now I see it
was a huge mistake to go through this hassle
This also was never about me wanting a full refund, I have
all my emails documented with the company and the month to two months response
time from the company which was ridiculous of trying to brush me under the
carpet scamming meI’ve been cooperative at the very beginning, I agreed to a
re-stocking fee, then I agreed for fees for delivery, I refuse to be scammed
again by this company“They’ll credit me when the product sells on their floor”
It’s obvious, most retails take their returns and use them as a display model
that they never intend to sell
This response from Doug out of touch with the consumers
When it comes to appliances such as ovens, refrigerators, HVAC’s, they’re so
big, no one cares if it’s in or out of a boxIt is still brand new just like a
brand new carNo one cares about the box, it’s still brand new and should be
backed by a warranty
This case has become a huge cost of time and effort on my
partMost people would have given up and called the money not worth the hassle
anymoreAt this point it is not about the money, it is about the principle and
that companies who profits off of its consumers should behave ethically and do what is right by its customersI refuse to let this company continue to trick people in buying a defective product in order to buy a second product and not refund themI refuse to let this company sell products without ever alerting customers of their return policies
Regards,
*** ***
September 28, 2015
Dear Brenda Freeman,
I reviewed the objection to the complaint that you forwarded from the party involved with the water heater. We live in a world where everyone believes that the customer is always right regardless of what they do or how they act they have the right to put the burden of loss on the business owners. Let's take another look at where we are in the situation.
1) The homeowner uses a friend's business name to have the ability to buy a water heater through a wholesale outlet (shame on us for even allowing the first sale to happen, although we denied selling them the heater, they likely would have complained to you for that too).
2) They get a guy from [redacted] to install the heater.3) A few weeks later they claim the heater is leaking from the side and they want to buy a warranty replacement. They call wanting the leak situation handled by Somerville, we inform them that we buy and sell products and perform no labor. They are also instructed to get the unit to replace the “leaking” heater, they need to buy the replacement and return the "leaker" and when deemed defective, we then issue the full replacement cost of the heater as an offsetting credit.4) When they bring out a contractor to replace the “leaking” heater, he fixes the leaking pipes near the heater.5) Homeowner request that we pick up the replacement heater and issue a full credit.6) It is discovered the heater is out of the box and unsaleable as “NEW" and we refuse picking up the heater.7) Consumer sends complaint to the Revdex.com to coerce us to take a loss.8) I find it ironic that the consumer uses the word fraud when they have repeatedly misrepresented the facts beginning by stating the water heater was leaking when in fact the leak was coming from the piping. The homeowner claimed that the plumber said “he could just fix the old one that was leaking. What the homeowner doesn't disclose is that the heater wasn’t leaking, but the water connections were causing the water “leak” along the side of the heater. When glass lined water heater tanks leak from the tank, there is no method to repair the leak. It was merely an assumption on behalf of the homeowner that the water heater was the culprit, later determined as an incorrect assumption by the contractor who said they would save them money and fix the leak.
9) It is also ironic to me that it we had attempted to sell this individual an unboxed water heater, I can venture to say with almost 100% certainty that one of two things would happen, 1) they would not agree to purchasing an unboxed product or 2) they would demand to do so at a reduced price.As stated in the first response, the product we sold did not fail. The problem with the heater was the installation that created the water "leak. We were willing to take back the 2nd heater and in fact arrived at the property to do so, to find out that water heater was out of the box. Our contractor base will not buy unboxed product from us due to the fear that there is something wrong with the item. Imagine for yourself... would you be willing to buy an unboxed product? I suggested that the consumer use [redacted] or [redacted] to sell the 2nd water heater they purchased and unboxed before knowing they did not need it.So, with all that said, here’s is what I would be willing to do to help alleviate some of this consumer’s pain. It they are willing to agree in writing that we will pick up the water heater and put it at our counter with a reduced sell price of $800, when the unit sell, we will then credit them back $950Thank you,
Doug R.
President