Complaints

• Initial Complaint

  12/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered water heater parts from this company and they shipped them to the wrong address. I contacted them before the package left their facility and the promised they would take care of it. I haven spoken with them everyday since 12/4/24 and they did not correct the address, the items were shipped to the wrong address and ***** says they did not contact them for help with this shipment. They give me the run around in the phone, they will not ship me the parts to the correct address and when I asked for a refund they acted like they did not hear my request. In their email they stated if the package was returned to them they would resend it to my correct address. That is not acceptable, I did not ship it to the wrong address, they did and they had 7 days to correct the mistake before the package was left at the back door of the wrong house. I need a resolution so I can have hot water.

  Business response

  12/31/2024

  The customer has purchase the water heater accessories on 12/03 2024.
  
  On 12/04 2024, the customer called in saying that her address was changed after she placed the order. We've tried to get a change of address request submitted to *****, but it doesn't seem to be successful. Please see the attached screenshot.
  
  So we resent the accessories to customer again to *********************************** on 12/13 2024. Newt tracking number is ************ showing delivery in 12/19 2024. Please see the attached screenshot.
  
  On 12/24 2024, we send emails to the customer to confirm that if the package has been received, if not we can resend it or issue a refund for the order. But the customer didn't reply us until 12/*******, please see the attached screenshot.
  
  So we called the customer to double check they received the package on 12/30 2024, and the customer said they confirmed received on the phone, please check the recording file(telephone recording).

  That's all. Thank you.

  Customer response

  01/02/2025

   I am rejecting this response because:
  Although they did send a replacement package, it is the wrong part.  I am not sure how a company with this level of incompetence is still in business.  While they have offered to resend the part if I send them the part number, which I already gave them when I ordered the parts originally, I only hit action from them after filing this complaint.  Others need to be aware of the incompetence of this company prior to doing business with them.
  
  

  Business response

  01/10/2025

  We have resent the water flow sensor to the customer on 1/*******, and the customer promised to returned the accessory to us. Once we receive the return, we will process a refund for the customer. Please see the attached pictures.

  Customer response

  01/14/2025

   I am rejecting this response because:they sent another part however it is still the wrong part.  I sent pictures of the part needed, they said they investigated and realized their mistake and would resend the correct part but they sent the same wrong part.  I really do not understand how this company has stayed in business if this is a typical interaction with them and I dont believe that this is a special case.
  
  
  

  Business response

  01/15/2025

  We have resent the correct water flow sensor to customer with TN ************ on January 15. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩