Wild West Horse Trailer and RV Service

The customer came to my place of business with her mobile home and purchased this demand heater "special order" with installation in her RVIt was clear since the beginning that the purchase was non-returnable/non-refundableFor a variety of reasons, she put off bringing the RV back for several weeks and finally announced that she was coming to get the heater (all verified by email communications), which she did and signed forThe paperwork confirms that the purchase was non-returnable/non-refundableThis product is NOT designed to be customer installed any more than a customer can go to the hardware store and purchase a furnace for their home and install it themselvesEach sale/installation is customBoth in prepping the unit and adjusting the installation space as well as moving the existing hardwareShe claims that the unit is too bigI would suggest that it is not, but occasionally it is and we are prepared to deal with that with the correct installation equipment so that the customer is not even aware that we need to make minor adjustmentsThen after taking the unit and trying to install it herself, she has voided the warranty as attempting an install by a non=qualified person Most recently, she made contact with the [redacted] County Sheriff and something happened between her and the sheriff that I have not been made aware of my the Sheriff's Office sent out a deputy to be here and avoid any possible confrontationApparently she appeared out at the road in her car (several hundred feet from my home) and sat there for a while before leaving, but then left without any contactIn closing, I would insist that she is not eligible for a refundMeanwhile, she has always been (and still is) eligible to bring her RV here for installation (I quoted her a flat $200)She has the unit (which I have a signed receipt for) and reminded her when she picked it up, if she would return with the unit and her RV, I will install it while she waits as promised (anticipated hours) Also, I have attached documents of email conversationsI have about a dozen more than I will try to send via standard email *** ***

Complaint: ***
I am rejecting this response because: I have statements from people that witnessed what happened.Because I couldn't figure out how to attach the emails I am copy/pasting them in this message.
Sincerely,
*** *** I *** *** *** of ** *** *** *** *** *** *** here by give my statement of the truth about *** *** returning the Wrong size Hot Water System for her Rv*** *** and I returned the wrong size Hot Water System to *** *** Wild West Horse Trailer and RV Service Address: ***, ** *** Phone: *** *** We were instructed by a local police officer to place the Hot Water System at the end of the drive way, so we did as such as advised by the local sheriff departmentWe left the Hot Water System by his letter box as advisedPlease find the attached photo as evidence that *** *** did in fact return the Hot Water System.. The Hot Water System was in the box when we returned itThank you for your time *** *** *** Sent from my iPhone *** ***4:31amMarch14, 2017 My name is *** ***My friend, *** *** purchased an older RV in Nov that needed some repairs, including the furnace & a new hot water heater*** had previously lived in an RV & extolled the benefits of an on demand heater & was willing to spend the money for a good oneShe is making the RV her home & wants it to be comfortable. *** was kind enough to let me stay with her for several months until I got my own place, so I was there during this whole businessShe found *** *** on *** & made arrangements for him to do the workWe were in *** at the time & drove the long trip to *** where he has his business. The most important repair was obviously the furnace as it was winter*** fiddled around, asking us to turn the furnace on & off about times then told us it was fixedHe & *** made arrangements for the water heater purchase ($ouch!) & we made the long drive back. Well, the furnace was NOT fixed & only blew cold airThe next evening temps dropped to below zeroWe frantically tried to call him for help several times, no answerHalf frozen, we purchased a space heater that kept tripping the breakerIt took him days to call back. *** was upset & wanted someone closer more competent to fix the furnace (which turned out to need a circuit board, an easy repair) & we drove out to *** again to pick up the hot water heaterThe new repairman said it was the wrong size! *** called *** asking him to drive to us & get the heater as her RV was semi-permanentley parked in a space that would be difficult to moveHe said no, that he was on "life support" (?). *** called her bank to stop payment but it was too lateNow, no hot water & no money for a new oneThe bank was "looking into it" when I moved. *** was rude & incompetent*** called & emailed explaining it was the wrong size heaterHe told her he couldn't return itCome to find out, he's owns the company that distributes the heaters! The whole thing was a nightmare for *** & I, during a *** winter no lessI feel that anyone doing business with *** *** should know how we were treated

Complaint: ***I am rejecting this response because: I never would have signed the invoice if I had seen that it was non-refundable and I wasn't informed at the time the order was placed that it was non-refundable, I have a witness to this (*** ***) I didn't try to install the device because I measured the space where it was to be installed and then measured the device and since they didn't match I didn't even remove it from the box I was told by my bank to return the item to business which I did and have witnesses of this as well as a picture showing it I also have emails. Response: Business law in *** is well established and designed to prevail when there are such differencesWe depend on signed invoices as proof of our agreementI depend on a customer's signature to protect myself in cases just like thisBesides, before this all became an issue, I would testify that she knew full well it was not returnable as indicated by her signature. Witness? I reject thisThere was a person with her in the RV, but I never met her as spent most the time secluded in the rear bunk area. I sold this unit with installation included while the customer waitsThis is NOT designed or offered for sale to be user installed and I have always been available to provide the installation if she ever requestedI can't imagine what might not have fit, but remind everybody that Ms*** is not a certified or experienced installation technician and is not equipped to install such a system much less make a determination as to it's install-abilityThe best example of this is that there must be a propane connection established Her remark about returning the unitAgain, I defer to long established *** law designed to protect all parties in such casesProof of possession and transfer is everythingShe admits in many ways that she took possessionIn delivering here, all delivery services include a signature confirmation for legal proof of deliveryThis includes *** *** ***, *** and othersAgain, a signature is always required and accepted as legal proof that the merchandise has legally changed handsAgain, I depend on these long established and accepted business law/practices to protect my interestsI deny that I ever took possession in returnEven as the picture clearly shows, the box pictured is well on County property and subject to removal by anyone driving by (county property as indicated by the dirt which represents recent grading of the road shoulder on County Land)I never inspected or saw the contents of the boxThis event took place (as best I am aware) during the time that a deputy of the *** County Sheriff was here after a conversation with *** on the phone and came here worried that she was not taking his advice to deal with this as a civil matter and that simply leaving merchandise on the road is not considered legal delivery and that if she tried to confront me in person, he would have to step in and turn her awayIf you wish to speak to him directly,you will find his contact information in my original responseThe box as pictured (contents unknown) was since removed which I did not witness and is an event I have no knowledge of. I hope this helps. ***

The customer came to my place of business with her mobile home and purchased this demand heater "special order" with installation in her RV. It was clear since the beginning that the purchase was non-returnable/non-refundable. For a variety of reasons, she put off bringing the RV back for several...

weeks and finally announced that she was coming to get the heater (all verified by email communications), which she did and signed for. The paperwork confirms that the purchase was non-returnable/non-refundable. This product is NOT designed to be customer installed any more than a customer can go to the hardware store and purchase a furnace for their home and install it themselves. Each sale/installation is custom. Both in prepping the unit and adjusting the installation space as well as moving the existing hardware. She claims that the unit is too big. I would suggest that it is not, but occasionally it is and we are prepared to deal with that with the correct installation equipment so that the customer is not even aware that we need to make minor adjustments. Then after taking the unit and trying to install it herself, she has voided the warranty as attempting an install by a non=qualified person.  Most recently, she made contact with the [redacted] County Sheriff and something happened between her and the sheriff that I have not been made aware of my the Sheriff's Office sent out a deputy to be here and avoid any possible confrontation. Apparently she appeared out at the road in her car (several hundred feet from my home) and sat there for a while before leaving, but then left without any contact. In closing, I would insist that she is not eligible for a refund. Meanwhile, she has always been (and still is) eligible to bring her RV here for installation (I quoted her a flat $200). She has the unit (which I have a signed receipt for) and reminded her when she picked it up, if she would return with the unit and her RV, I will install it while she waits as promised (anticipated 2 hours).  Also, I have attached 4 documents of email conversations. I have about a dozen more than I will try to send via standard email.  [redacted]