ComplaintsforNew Energy Distributors

• Initial Complaint

  01/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Skyteck Fireplace remote control unit to replace the unit that had failed thru Amazon. The unit I received from Stoves-Fireplaces did not work. Also, the batteries included were not the correct ones. I had to ay $8.00 for the correct battery only to find out the remote did not work. They will not send a replacement until I return the defective unit (at my expense) to NEW ENERGY DISTRIBUTING. I received a response from the seller saying the unit was pre- packaged in *****,but offered no other solution. I want a new unit Now that will work before I return the defective unit (AT THERE EXPENSE) and $8 dollars for the batteries I had to purchase.

  Business response

  02/06/2023

  On January 13^th 2023 ************** placed an order through Amazon for a fireplace remote control kit. This is just one of a variety of Manufacturers products that we (Woodstoves-Fireplaces DBA as New Energy ************* **** list on Amazon. In this case ************** purchased a Skytech kit that is manufactured & pre-packaged by **********************. As a reseller on Amazon Marketplace we shipped ************** his order on January 16^th 2023. On January 17^th ************** responded through Amazon portal that the remote was defective (see below comments). We did attempt to troubleshoot the issue, but it was clear he was not interested and simply wanted a refund. ************** was refunded his order of $94.95 thru Amazon portal (which is their policy for refunds). For the record our *************** tested the remote returned by ************** and found it to be operating normally.  Had he given us the chance to troubleshoot the issue from the onset, this situation could have been resolved more amicably.

  Customer response

  02/06/2023

   
  Complaint: 18935916
  
  I am rejecting this response because:
  The unit DID NOT work! The product was made in ***** and not checked for quality. The correct battery cost me $8 and I DID NOT get a response from them when I pointed this out. 
  Sincerely,
  
  ***********************

• Initial Complaint

  02/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered refractory panels from this business on Jan 11, 2022. I ordered a back panel and a hearth panel. I initially paid $290.89 total for the two panels plus shipping. On Feb 4, 2022 the products arrived at their warehouse and was ready to ship to my home. The company said they needed an additional $105.48 because the hearth was 96lbs and they weren't expecting that. I agreed to pay the extra shipping but questioned what would happen if the products didn't fit because the old hearth didn't weigh that much. The rep. said the slim chance it didn't fit that I would receive a full refund for the panel and the additional shipping I paid. On Feb. 12 I received the panels and the hearth was indeed too big. I contacted the company and was given a rep. to talk to. This rep. requested photos of the old and new hearth. Photos were sent, and he never contacted me back. A rep. (who I placed the initial order with) called back the next day to say our fireplace was obsolete and "why can't I just get the hearth cut?" No one told me there was a chance the hearth wouldn't fit when I ordered it. They assured me they had the right model numbers and was getting the right part from their vendor. I wasn't informed that my fireplace was obsolete. Therefore I assumed the panels were the right ones for my fireplace model. He said he would talk to his boss. He then called back to tell me they could offer me $40 refund. I denied it. He then called back and said the best they could do was to give me back my $93.87 for the hearth, to take it or leave it. I took the refund amount, but I am still highly upset that I feel like I was entitled to that shipping money as well because I paid extra shipping on a part that didn't even fit. Plus I inquired about it not fitting and was assured I would get my money back. So I totally paid $396.37 and only got a refund of $93.87. Order number: *********

  Business response

  03/11/2022

  The customer did contact our office on 1/11/22 and placed an order for both the rear and hearth refractory panels for her Majestic fireplace model MR42.     
  

  It wasnt until the product arrived in our Warehouse and was being prepared for shipment that we realized we had underestimated the freight charges.  We notified the customer about this right away.  She did have the option to cancel her order at that time but agreed to move forward and pay the additional freight.
  

  Once she received the product and attempted to install it, she notified us that the rear panel fit ok but the hearth panel was too large to fit her fireplace.  After further investigation, we discovered the we had unknowingly shipped the hearth panel for model MR42A instead of her model MR42. It was not known at the time there was a difference between the hearth sizes for these 2 models. However, had we known our action would have been the same.  The hearth panel for her model MR42 was discontinued and no longer being manufactured, so the only viable solution we could have offered her (outside of suggesting she replace the entire fireplace) was to order the hearth panel for MR42A and have it custom cut.  
  

  So in summary, we offered her 2 options. 1) she could have the larger panel cut to fit (Custom cutting a refractory panel to fit an older model fireplace is common practice in our industry) or 2) we could refund her the cost of the panel we sent in error.  
  

  She accepted the refund and credit was issued to her card on 2/16/22.  We have not heard from her since the refund was issued and concluded she was satisfied with the outcome. Freight credit was not initially discussed because in reality what we shipped is the only product that would work for her fireplace (with modifications), but as a good will gesture we have agreed to reimburse her partial freight expense in the amount of $120.47.   
  

  New Energy Distributing, Inc
  

  
  

  *******************************

  New Energy Distributing, Inc

  Customer response

  03/11/2022

   
  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.

  I just want to note that I did request money back for shipping once I received the wrong product because the extra shipping was for the wrong part. They said they wouldn't reimburse for shipping, only for the wrong panel. Will the business be in contact about this further refund for the freight?
  
  Sincerely,
  
  ***********************

*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. ↩