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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/28/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered a replacement part for my earbuds but have no idea what they sent me. They won't issue a refund or send the correct item until the item they sent is returned. I communicated to them that I need it by Monday. They can't get it here and I don't have $ to order another until I receive a refund. They're refusing to do either until the part they sent is returned. I intend to send the part back but need the refund issued asap
Business response
07/01/2024
Encompass has issued full credit for the shipment in question on our invoice # *************. Customer should see the refund on their CC within 3 to 7 days.Customer response
07/01/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
06/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In May 2024, we ordered 6 dehumidifier replacement filters from Encompass. Since one of the filters were on back order until November, we decided to order the next size up. So far, so good except for minor hiccup.. (package was sent to the wrong address (possibly a typo since the *** and "N" are side by side on the keyboard, and that we were running around town trying to track it down after receiving a text showing it was delivered). After looking at the replacement parts, we decided that we were going to use the original filters and return the order back for a refund. The *** and shipping (FED EX) process was as good as expected. This is where we are having issues. We have contacted them on 3 different occasions thus far (shortly after we sent the package (to see if they had received it, and 2 additional calls to follow-up on status on refund). Each time we have spoken to a representative, they have said the same thing "we're sending the request to the warehouse" you should be contacted within "X" amount of days (email) to show progress and amount. As of 6/25/24 and another call they stated, we should hear something by the end of the week (6/28/24). Of note: they received the return on May 30, 2024, Understanding that there is a "restocking fee" (15%) but at this point in the process and length of time in order to get a refund, I would like the entire amount (less the restocking fee).Business response
06/27/2024
Encompass issued a full refund for the parts returned on 6/25. The only amount not refunded was the freight which is not refundable when returning new not needed parts.
We have attached a copy of the refund invoice.
Initial Complaint
05/29/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I attempted to purchase a Thermistor for my washer. This company charged my Apple card ending in 7068 $45.48 but never provided an order number then they charged my debit card ending in 1733 $45.48 note that I did receive an order number for this. *** sent four separate emails asking about my refund for being overcharged and the status of my part. Well the part is on back order (I did not find out until 2-3 days after placing the order). They also cannot provide me any information about the charge on my Apple Card ending in 7068 exp 8/33 although I sent them all documentation. The claim they dont see the charge as it did not go through but its clearly charged per my account and *********** When I say awful customer service, dont waste your time next time Ill use Amazon first. Order number is LG167443. You charged $45.48 to my **** debit card ending in ************************************************* 7068.Business response
05/30/2024
After an investigation of this complaint it was concluded that the customer cards we not billed. There was only a preauthorization processed for the amount of the order which will drop off within 3-7 days depending on the card issuer. We also reached out to the customer by phone to explain what we found.Initial Complaint
05/06/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On 4/29/2024 I purchased a shelf for my refrigerator, received broken part on 5/2. I had to purchase another shelf 5/2 have not received the refund for the 1st shelf then received. Received another broken shelf 5/4, once again I have not received any refund and now have to purchase a 3rd shelf.Business response
05/07/2024
Both credits have been processed. We still need the pictures requested to file the claim with the shipper.Initial Complaint
04/13/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On Feb. 19, 2024 I ordered a lint filter for my ** dryer from Encompass. When it arrived it was the incorrect part. I contacted the company and they emailed me a label for returning the part stating that a refund would be coming in 3-5 business days. It is now Apr. 12, 2024. I have contacted them three times about no refund and each time I am told within 3-5 days it would be in my account. Still nothing. I told them the last time I contacted them that I would be reporting them to bbb if the money was not in my account within a week. It wasn't there. The order number is 25-89904.Business response
04/16/2024
We apologize for the delay. Full refund was issued today on credit invoice # **************. You will receive a copy via email and see the refund on your card within 3 to 7 days.Customer response
04/17/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
03/19/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Purchased 2 Exhaust Hose for my portable AC Haier on March 4, 2024, from Encompass Parts, *************, **. My credit card was on March 5, 2024, in the amount of $123.41. I did receive two boxes on March 6, 2024. Opened one box and the exhaust hose did not fit my portable AC unit. I called Encompass Parts on March 7, 2024, spoke to ****** and let her know that the exhaust didn't fit the portable AC unit. She emailed me one return label then I requested a second return label from ****** as I explained to her that I received two separate boxes. She then emails me a second return label. I head to ***** shipping center the next day March 8, 2024. I give both boxes to the ***** employee he scans one label then scans the other, he says to me that I can't use the same return label twice that I would need another return label. I said to the ***** employee this is what I was given by the Encompass. He says I'll ship both boxes, but ***** will not be responsible if one of the boxes gets lost in transit it will be my responsibility. Take both boxes back home, call Encompass and the customer service representative says they will email me a second return label in 24 to 48 hours. On March 11, 2024, I received and email from Encompass opened the attachment, and the return label was the same return label ****** emailed me on March 7, 2024. I forward the e-mail to ******************************* and wrote to him fix this or I will have no choice to report Encompass to the BBB. On March 13, 2024, I receive the second return label. Ship the two boxes on this same day. On March 15, 2024, the two boxes were received and signed by LLEWIS. I was given a credit back for one exhaust hose $55.74. Called Encompass 3/19/2024 I was told it will take 3 business days to see the credit back on my credit card for the second exhaust hose. I should have been given credit for both exhaust hose. This company should be investigated. Encompass is very shady. I hope to see the remaining credit back to my credit card.Business response
03/22/2024
We apologize that the parts did not fit your unit.
Our records indicate that we have issued you full credit for the part and shipping charges. See credit detail below and reach out to one of our supervisors at ****************************************** if you need invoice copies of the credits listed below.
Invoice# Invoice Date Total Amount
************* 3/19/2024 -55.74
************* 3/16/2024 -55.74
************* 3/22/2024 -11.92Customer response
03/25/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
03/13/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Ordered a part for my refrigerator which cost $170 plus. They sent the wrong part. Called to get the right part and had to pay again and was told to return the wrong part and they would refund my first payment. Called several times to get a return shipping label and finally received an email from them but the shipping label was unprintable. Called again and they sent me the same email with an unprintable return label. The cost to return the item is $75 do I am out $170 plus because I will not pay that amount, especially since I have no idea if they will actually refund me when they get it.Business response
03/13/2024
It appears that this part has not been return on the prepaid return label Encompass provided on 2/16/24, tracking # 028960317507141.
Please provide the tracking # this was returned on so we can expedite your credit.
Initial Complaint
03/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I ordered a replacement k*** for my stove on 3/5/24. The k*** I ordered was white to match the stove. It arrived 4 days later, but it was dark gray, even though the label said "Knob white". I called Encompass and was told they would send a new one. 4 days later the package arrived, but contained a "Water valve assembly", even though the outside label said "Knob white". I called in again and was told they didn't even have any of those k**** in stock, so they probably just threw something in the box. No apologies, just asked how I would like the shipping label. Now I have to return this and hope I get refunded.Business response
03/12/2024
We apologize that the manufacture shipped us the wrong color k*** and have issued the refund and email this customer a copy of the refund invoice.Customer response
03/12/2024
They have reimbursed me for the item, but not the $10.95 shipping charge, which I was told would be reimbursed. So now I am out that money and have no product.Business response
03/22/2024
We just issued credit for the freight and attached a copy of the credit invoice.Customer response
03/22/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************Initial Complaint
02/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased a part from ******* Parts (powered by Encompass) Website: ******************************************************** Ordered part, it arrived in a beaten box and the part was damaged/broken. I contacted them and per their requested EMAILED video footage of the ****** driving throwing the box on our porch as well as a photo of the broken heating element ordered. They said they would issue a refund. Several days passed I called for an update,.. they said they are working on it and that I needed to email a picture of the box and put a reference # and they also gave me another email address to send photos too. I done that. SEVERAL more days went by and nothing. Just called them and they said they are working on it but no-one has opened the claim. My original email was 2/14/2024. That was OVER 10 business days ago. Their website claimed ************************** I just want a refund. I have sent them EVERYTHING they need as well as multiple pictures confirming what they asked for. This product was approx $110, I simply want a refund. I have stated that in ALL my emailed as well as all the phone calls I have been on with them. There is NO reason for this claim to not have been opened and for this to not be resolved. I have exhausted all avenues so I am coming to the BBB for help. THANK YOU!Business response
02/27/2024
We apologize that the part was not received in good condition and we issued a refund yesterday. Please see the attached credit invoice.Initial Complaint
02/14/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I have ordered parts and still no delivery. The tracking # provided shows my order was close to home and now it is on the East Coast. I have emailed company and no response due to invalid email they provided on "Contact Us" page. I ordered part 2 weeks ago and after reading previous reviews on here it's seems that buyers wait months before getting any response. Very disappointed with this process.Business response
02/19/2024
We apologize that the customer did not receive the product we shipped due to an issue with the carrier and have issued a full refund on 2/16/24. We also emailed the customer a copy of their refund on 2/16/24.Customer response
02/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************
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Customer Complaints Summary
70 total complaints in the last 3 years.
26 complaints closed in the last 12 months.