Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased RV refrigerator 10/31/2024. Attempt to install unsuccessful. Returned item with label received to my email address. Item returned and received 12/02/2024. I called 12/04/2024 to confirm refund. Person stated had $175.00 return fee. Said email sent 11/23/2024 told did not receive it. Asked to forward to me now. Note forwarded email did go to spam. But labels were in my mail(not spam). Two emails were in spam and one said return fee $75.00.

  

  Business Response

  Date: 12/23/2024

  Hello,

  On Dec 4 we refunded the customer for $442.54 when they returned the refrigerator.  Was refunded minus the return shipping fees.

  Best,

  *******

  Customer Answer

  Date: 12/26/2024

   I am rejecting this response because: I want my 100$ over charged.
  
  
  

  

  Business Response

  Date: 12/27/2024

  After thoroughly reviewing the situation and the communication between you and our customer service representative, we recognize that conflicting information was provided regarding the return shipping fee. We sincerely apologize for the confusion and inconvenience this has caused.
  To address the issue, we have refunded the additional $100 to ensure the return fee aligns with the $75 quoted in one of our emails. Please allow ********************************************* your account.

• Initial Complaint

  Date:08/06/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spent ************************************************************************************************************************************************************************ send old one back to get refund but what do I do with hole in Rv roof while I wait for refund

  

  Business Response

  Date: 08/07/2024

  We are sorry to hear about your dissatisfaction with the air conditioning unit. We understand the frustration this has caused you and sincerely apologize for any inconvenience you have experienced.

  
  Our technical team worked diligently to troubleshoot the initial unit and, following our warranty policy, sent you a replacement unit. We are glad to hear that you managed to get the new unit working with the replacement. However, we understand that you remain unhappy with the product.

  
  We have offered to provide a full refund as soon as the air conditioning unit is shipped back to us. We understand your concern about the hole in your roof and the inconvenience it may cause. Unfortunately, company policy requires the return of the product before issuing a refund. This policy ensures that we can properly process returns and refunds in an organized and fair manner.

  
  Once the unit is shipped back, we will promptly issue a full refund for your order. We appreciate your understanding and cooperation in this matter and are committed to resolving this issue as swiftly as possible.

• Initial Complaint

  Date:04/23/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to contact Rec Pro about the issues I have with the couch I ordered and the Dinnette set. Ive been ignored and my reviews get deleted.

  

  Business Response

  Date: 04/23/2024

  Hello! I'd be happy to help come to a resolution with you. I don't see any new emails from you since February, so I do apologize if there is anything we are missing that isn't responded to. I was able to go over communications from February and prior, and am a little confused and would hope you can help clarify everything for me so I can adequately assist you. 

  From what I was able to read and understand, you reached out for a replacement on your booths but our customer service representative was confused on the order you were mentioning and sent just the dinette cushions from a separate order. It then seems the replacements were not opened for a couple of years so the mistake was not realized until 2 years after the replacement was sent. Can you confirm that I have this correct? Please also confirm your original order number for the dinette booths and I will look further into this, or clarify anything that I may be understanding.

  Thank you!

  Customer Answer

  Date: 05/07/2024

  I reached out on April 21, 2021 and asked if there's a way to order just the seat. We had taken our RV in for some repairs and the repair guy stepped on the seat and ripped it. They offered to pay for it to be replaced. I got a link to repurchase. Then I asked if I can order the top part of the seat or have to order the whole bench. The reply was "We only sell the booths whole or the back and bottom cushions. Then I was sent the link to purchase the cushions. However, this was not accurate. There is no way to purchase just the cushions. I trusted the link I was sent and purchased the cushions (that are for a different dinette set). Here is a copy of that conversation:

  
  

  Then I reached out on July 16, 2001 saying that the seats weren't holding up well. I was told on July 19, 2024  "I have put an order in for 2 booths. We are currently out of stock but once they ship you will receive an email with the tracking number."
  
  

  I ended up receiving two packages and I trusted these were right. Hindsight, I should have verified. However, when I reached out a couple years later (after we were done renting out our RV) - I got this reply admitting they sent the wrong ones:
  
  

  Another huge concern is that I have left reviews and they have been deleted. I want to warn others of this company and how the fabric holds up and I'm not allowed to do that because they delete my reviews.

   

  Also, I have reached out multiple times with no response since October.

   

  I'd like my reviews to not be deleted and my booths actually replaced.

  

  Business Response

  Date: 05/07/2024

  Hi *****, 

  Thank you for responding back. I had responded previously, and there is still some information I am requiring from you in order to proceed so that I may adequately help resolve this with you. I will paste my original reply below in the chance you did not previously see it. 

  I'd be happy to help come to a resolution with you. I don't see any new emails from you since February, so I do apologize if there is anything we are missing that isn't responded to. I was able to go over communications from February and prior, and am a little confused and would hope you can help clarify everything for me so I can adequately assist you. 

  From what I was able to read and understand, you reached out for a replacement on your booths but our customer service representative was confused on the order you were mentioning and sent just the dinette cushions from a separate order. It then seems the replacements were not opened for a couple of years so the mistake was not realized until 2 years after the replacement was sent. Can you confirm that I have this correct?

  Please also confirm your original order number for the dinette booths and I will look further into this, or clarify anything that I may be misunderstanding. I would need your order number for the dinette booths to look up the order you are referring to. 

  
  Thank you!

   

  Customer Answer

  Date: 05/07/2024

  Yes it is correct that rec pro sent me the wrong dinette cushions and I didnt open them up. I trusted the box was right and I stored them in my garage until the seats were so bad we needed to replace. I do not have the original order number. I ordered on Amazon through Rec Pro. Let me know if you need any more information.

  Id also like a response on my reviews are being deleted. 

  
  

  

  Business Response

  Date: 05/07/2024

  If this was an Amazon order, the easiest way to locate it would be by going into your Amazon app, go to "Your Orders", and searching "RecPro" in the "Search all orders" filter at top. That should bring up any RecPro orders you have placed! If it was an Amazon order, I would assume that's why your replacement order was confused with the dinette cushions placed on our site. Those orders are stored in separate areas in our system, so we would really need the original order number confirm the order and to place a replacement order off of it. 

  To address your reviews concern, I was able to search reviews with your email and can see the first two reviews you posted were published despite the flagged profanity, and the second two reviews were rejected due to them being a duplicate review on the same 2 items you previously reviewed. Screenshot attached for reference. 

  Customer Answer

  Date: 05/07/2024

  I ordered it from my brother in law's amazon account. I didn't have an Amazon account at the time. I'm trying to get the information from him. Is there a way you can look it up on your end if I can find the date it was purchased?

  In my original email to Rec Pro, I included a picture of the bench and ***** replied with this link: ****************************************************************************************************************************;  And I asked her if there's a way to order just the top part of the seat or if I have to order the whole bench. Then later ***** replied with a link to just the dinette cushions. I didn't realize it was a link to a different dinette set.

  

  Business Response

  Date: 05/07/2024

  Okay, that makes sense. I was unable to find it under your name. Would the order be under your brother in law's name, then? If you can provide that and a general date range when it was purchased I can try and find it that way. In addition, if you know the address the original booths were shipped to I can try finding it that way as well. 

  Given that you did reach out to us within your warranty timeframe from what I am understanding, and sending a replacement off your other order was our mistake, I will try and locate this original booth order with your help and honor the warranty with replacements for you. 

  Customer Answer

  Date: 05/07/2024

  Thank you. His name is *****************************. The purchase month was January 2021. The address is ***************************************************************

   

  Let me know if you need any more information from me.

  
  

  

  Business Response

  Date: 05/09/2024

  I found it! 42" Dinette booths in the putty color? Would you like me to send these to the same address as before or do you have a new address I can send them to? 

  If you prefer, you can also send your address to me privately to my email *************************************

  Customer Answer

  Date: 05/09/2024

  Yes, the Centerville address is perfect. Thank you!

  

  Business Response

  Date: 05/15/2024

  Good morning!
  

  I just wanted to confirm with you that your replacement order for the 2 booths was placed. These will be shipped within a day or two to your Centerville address and you will receive an email with your ***** tracking number once shipped. 

  Thank you for allowing me to get this figured out with you! You have my email if there is anything else that needs addressed moving forward. 

  Customer Answer

  Date: 05/15/2024

   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.

  
  

  Thank you.

• Initial Complaint

  Date:11/02/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased theatre seating 5/23. Came on time fit as described all good We like the furniture. BUT first week of October the handle came off the cable to recline 1 side. Did not want the hassle of filing for warranty so for $10 I ordered a replacement and also a ceiling light fixture. The following week I received only the light Not the cable that I paid for. No paperwork included. Same as when I received the chairs no paperwork So then I tried to call Rec pro 9 times over a week all I get is a busy signal. Next I sent an email explaining the problem and asking for resolution no response THEN the cable broke on the other chair All I want is 2 replacements $20 bucks worth Is that too much to ask.

  

  Business Response

  Date: 11/02/2023

  Hi ******,

  I'm so sorry this happened with your recliner. We do cover these under warranty and would be more than happy to send you free replacement pull cords. I will place an order for four of them so you can keep a couple extra just in case. Additionally, I will go in and refund the pull cord you ordered. Please let me know if there is anything else I can do to resolve this issue for you.

  For any future assistance or issues, if the phone lines are busy you can also email *******************************.

  Thank you,

  *****

   

  Customer Answer

  Date: 11/02/2023

   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.

  
  

  Thank you.

• Initial Complaint

  Date:07/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased an ** unit model #RP-**3400-B-KT for my sprinter van on 4/17/23. Installed and it worked great when testing in temps under 100 degrees F. During a recent cross country trip, the ** FAILED - threw an E5 error code while driving through the ** desert... Owner's manual states that ****** code = overheated outside coil. After pulling over and parking in the shade, the unit would start and cool for 5 to 7 minutes and then throw the same code. Have owned several RVs with rooftop ** units over the past 2 decades. Never had one "overheat" and stop working. When I call Rec Pro - I cannot get a human on the phone. Calling during business hours results in a phone message saying they are closed and that their business hours Mon - Fri 8am to 5pm EST. Calling within that time frame.

  

  Business Response

  Date: 07/17/2023

  We are so sorry you are experiencing this issue with your air conditioner! We have recently became aware that there are some speed restrictions on our low profile A/C's. The high pressure from speeds over 55MPH do not allow the fan to exhaust heat properly causing the coil to overheat and resulting in ****** code. Once it cools down code clears itself and it will continue to work. For the time being, we would not recommend running the unit if you are driving where you could go over 55 mph at any time. In the long run, we are working on solutions to prevent this entirely. 

  We can still send a replacement exterior unit. I will put notes under your order, but customer service will need to ask some additional questions regarding the unit such as the serial number while we work on fixing this issue. They are available either by phone M-F 8am-5pm EST at **************, however there may be a wait time depending on how many calls they are receiving. You can also email ******************************* with your order number and brief explanation of the issue. I would suggest to go ahead and include a shipping address where they can send a replacement unit in that email to them so they can work on getting a replacement order in for you even sooner. 

  Customer Answer

  Date: 07/17/2023

   I am rejecting this response because: The unit was purchased with the intent to be used while driving. I do NOT drive over the posted speed limit; however, 55 mph is not the posted speed limit on most highways. The fact that it fails during use is unacceptable. This needs to be rectified immediately. I do not want a replacement that will fail in the same manner. I cut a hole in the roof of my ******** sprinter 4x4 to accommodate this specific unit. MANY additional modifications were performed to make this specific unit work. I cannot add a taller unit due to the fact that my garage door will only accommodate the height of this or similar units. 
  
  
  

  

  Business Response

  Date: 07/17/2023

  I understand! If you would prefer a full refund on your order we can do that as well and you can keep the existing unit. This issue has not been common, so it is likely that a replacement unit may not even give you this code again. Out of the thousands that we have sold we have only come across this a minimal amount of times, but we do have an understanding now of what causes it. 

  As I mentioned previously, we are working to make sure this is not an issue moving forward and will work closely with our manufacturer to prevent this. Please let me know if you prefer a refund rather than a replacement and I will get that issued. 

  Customer Answer

  Date: 07/17/2023

   Better Business Bureau:
  The leadership of Rec Pro reached out to me and we had a great conversation. Suffice it to say, that the manner in which this was handled was excellent. Rec Pro is actively troubleshooting the cause of the issue and I'm confident that they will have the everything sorted out in a short period of time. I was very happy with the unit prior to the failure and am confident that they will sort out the cause in short order.

• Initial Complaint

  Date:07/14/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a set of dinette cushions for our pop that were supposedly and exact fit to OEM. They did not fit. The backings were far to short. Cannot get through to customer service on the phone. They responded to one email, but haven't sent labels and want to charge $46 to return the item. I want to return the item for a FULL refund. It should not be the customers responsibility to pick up your return shipping fee for an item that does not fit as described.

  

  Business Response

  Date: 07/17/2023

  Hello! We are so sorry that the cushions you ordered were not a good fit for your application. We do like to state on our listing that "These are general replacement cushions" as we do not make them to fit exact specs for any specific RV make or model. Given that, we offer a variety of widths but they will all follow the same seat depth and back cushion height as indicated on the listing (22" seat depth, 12" back cushion height). All measurements are taken at the furthest point the piece sticks out which is not necessarily where the seams end, and rounded up to the nearest inch as indicated on the listing. 

  Return labels would have been emailed to the email used for ordering which was for ******, but I will also attach them here for you. Return shipping will be waived for a full refund upon receiving and being checked in. 

  Customer Answer

  Date: 07/17/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have accepted that they will waive the return shipping fee for a FULL refund do to an ill fitting product. 

  Thank you.

  Customer Answer

  Date: 08/02/2023

   I am rejecting this response because:
  
  Recpro sent us "OEM" cushion that did not fit. After filing a complaint with the BBB, recpro agreed to refund the order in its entirety *************. According to my tracking numbers those items were received by recpro 07/25 and 07/26 (orders #*******/3340651). It is not August and they have not issued a refund, will not respond to my emails, and will not answer their phones. T
  

  

  Business Response

  Date: 08/02/2023

  Hello. Your order was refunded from our end yesterday 8/1/2023. A screenshot of your order timeline is attached showing the refund that was processed. Please allow **** days for your bank to process the refund (although, it's usually much quicker than that). This is refunded on to the original card you ordered with. 

  Return policy states - "You should expect to receive your refund within 2-4 weeks of giving your package to the return shipper, however, in most cases you will receive a refund sooner. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days)."

  Customer Answer

  Date: 08/03/2023

   I am rejecting this response because:
  I called my financial institution and they do not see a refund pending. This business will not respond to any of my emails or answer any calls. The only response I've gotten is via BBB. I'll accept a response when my money is returned. 
  
  

  

  Business Response

  Date: 08/03/2023

  Here is another screenshot of your refund from our end for your records. As previously stated, this goes back on to the original payment method that your order was placed with and was just refunded on 8/1/2023. Refunds may take **** business days for your bank to process our refund request (although typically sooner). Please allow adequate time for your refund to process on your end, however it has been refunded on our end in full.

  Per our return policy on our site - ********************************************************

  "You should expect to receive your refund within 2-4 weeks of giving your package to the return shipper, however, in most cases you will receive a refund sooner. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days)."

   

  Customer Answer

  Date: 08/03/2023

   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.

  Be advised that if you do business with this company and have an issue, you will have to escalate your complaint via a 3rd party because RecPro will not answer your emails or pick up their phone. The one CSR I got in contact with during this whole ordeal was lackadaisical, condescending, and unhelpful. I would never do business with them again. 

  
  

  
  

• Initial Complaint

  Date:06/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a piece of furniture. The back of the left side of the theater seat broke down and was extremely uncomfortable. After seeing pictures, they agreed to replace it. Unfortunately, they sent a loveseat that was much cheaper than the piece we had originally bought. We were not home when the tech installed it so we didnt know until it was already installed. We asked for a refund in the price difference plus the SECOND install and removal fee (we obviously paid for the initial installation). They offered us $150. The difference in price plus the second install is $1348.64. We are extremely disappointed. Can you help us recover our money. Not to mention the inconvenience. This has caused us waiting for the chair to be delivered only to find out that its the wrong one.Thank you for your help on this matter. ******* and *********************************** I have documentation and receipts to prove everything. I would be happy to provide them.

  

  Business Response

  Date: 06/21/2023

  Hello. First, I want to apologize that you had any issues with our furniture and feeling the lumbar bar when in use. I have gone through email correspondence and through your original order to try and understand this situation as best as I could and I can see where the confusion has arised.

  With our warranty, we cover the parts of the furniture that had any issues under warranty. The benefit of having modular furniture is that your sofa is comprised of individual pieces (left recliner, right recliner, center consoles) that fit together to create whatever size you are needing. Sometimes it is just the left hand recliner with an issue, so we send just the left hand recliner. In your case, it was the left and right hand recliners with an issue and the center console was still perfectly fine. In that scenario, we would send a new left and right recliner and with them being modular pieces your existing center console can still be connected in the middle of those two pieces. It was not that we sent you a cheaper sofa, you still received the exact same material and recliners that are able to be pieced together with your center console to give you the exact same sofa you previously had. 

  According to email correspondence, **** did notify you on May 23, 2023 (screenshot attached for reference) that we will be sending you the left and right hand side. You were properly notified of the pieces that we would be sending you under warranty as the center console did not have any issues and did not fall under warranty to be replaced. The two recliners that you have connected now can be  disconnected at the base per the male and female connections on the frame. From there, you will be able to separate them and connect your center console back in place so that you have the correct size again. If you need further instructions on how to connect/disconnect these pieces our customer service team would be happy to assist you! 

  Customer Answer

  Date: 06/21/2023

   I am rejecting this response because: It was not explained to me that theyd only be sending me part of the couch and I needed to keep one part of my initial couch so Id have the same piece.  I had it professionally installed and they removed all the old pieces (at a cost to me).  Also, why is the piece with the middle console so much more expensive than without?   I currently have a loveseat not two theater seats and Ive spent close to $4000 (initial pieces, shipping, install, then second removal and install).   I think Im due a refund of the ***** in cost between the pieces and the second installation which is the $1348.?? I mentioned.  
  
  
  

  

  Business Response

  Date: 06/21/2023

  If you no longer have the original center console, we will honor sending a replacement for that piece. If you can please confirm your shipping address we will get an order placed for you.

  The two recliners you currently have can be disconnected by the male peg and female opening on the frame of each recliner. The center console can be connected by the same method of male and female frames on either side of the console. 

  Customer Answer

  Date: 06/21/2023

   I am rejecting this response because: we wanted a refund for the difference.   We wont be doing business with Recpro anymore.   
  

  Deb and ************************;
  
  

  
  

  

  Business Response

  Date: 06/22/2023

  I'm sorry this is not the resolution you wanted but our warranty (see here - ************************************************) does state "The warranty covers parts only. The warranty does NOT cover labor.". Since you have already received the left and right hand recliners under warranty for your original purchase we have two options to offer you from here. The first option is to send a new center console since the original one was not kept, or we can refund the difference between the 64" sofa you purchased and the 58" sofa which would equate to $110 ($2,209.95 - $2,099.95). I believe **** previously rounded his offer up to $150 refund for the difference which we could still honor. Please let me know which option you'd prefer.  
  

  Customer Answer

  Date: 06/26/2023

   I am rejecting this response because:
  They sent me a different couch that is only two pieces instead of the original theater  seats plus I had to invite the cost if removed Al of the faulty couch and install of the new different couch.   Im fine with keeping what they sent.  I want a refund d if the difference in cost though PLUS the SECOND install.  The amount is $1348.64.  Thats what would satisfy me.  They have offered!150.   Which is crazy.   *******************;
  
  

• Initial Complaint

  Date:03/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a new set of Dinette cushions on February 24 for ****** I ordered a 44 by 22 x 12. How do you send them in to get another replacement because the first set was too short they sent me the replacement steel too short they are a 42 x 21 x 11 I am having to put padding behind my cushions we ordered. Because the cushions are too short and if you set on them, it slides had talk to the company and they said you do not measure from seem to seem my husband does measurements all the time and he measured them and they still are too short. Try to talk to the manager, they would not connect me to the manager so would like BBB to see if they could refund me some money or maybe send a new set of cushions out if we are stationed long enough somewhere but as of right now we are not station nowhere for a long period of time

  

  Business Response

  Date: 03/09/2023

  Good morning,

  Our measurements are the overall measurement measured from the furthest point the item sticks out on one end to the furthest point the item sticks out on the other end and is not taken directly from the seam of the cushion. There is also a disclaimer on the listing that is bolded that states "*We round up to the nearest inch of the piece*". Given that information, it does appear from your photo that the correct size was received.  To further validate that, you can compare the part number that is on the box you received the cushions in. The part numbers will start with "DC-44" indicating that you received the 44" cushions.

  It does appear that we have already sent you one replacement order. If you are still not happy with this order, you may contact our customer service team to open a return and return the order. 

  Customer Answer

  Date: 03/10/2023

   I am rejecting this response because:
  The cushion are not the right size and dont have time to return them like I said, we are not stationed at one place for a long period of time just do a refund
  
  

  

  Business Response

  Date: 03/13/2023

  Hello,

  We understand your disappointment and will honor a full refund if you choose to return your order. You may contact our customer service team at ************ or email ******************************* with your order number to initiate a return. We will not be able to honor a full refund on the item if you choose to keep it as it has been confirmed that you have received the correct product that you ordered. You may refer to my previous email regarding the sizing, or the listing itself that states "*We round up to the nearest inch of the piece*".

  Again, if you would like to initiate a return for a full refund please contact our customer service team at ************ or email *******************************. 

   

  Thank you! 

  Customer Answer

  Date: 03/13/2023

   I am rejecting this response because:
  
  Lair you do not round to the nearest inch because they are off please BBB do something I am done talking to this company

• Initial Complaint

  Date:01/17/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The ** unit that I purchased was cracked when it was sent to me. I strongly believe this was not a shipping issue and that the company employees knowingly packed it shipped to me. Unfortunately, there was a hole in my roof of the trailer and thus we had to install the broken unit. While they have offered a new unit they will not pay for the installation and removal of the broken unit. This is unacceptable.

  

  Business Response

  Date: 01/18/2023

  Hello. I am so sorry that your item arrived damaged. We would never knowingly send out a damaged product to our customer. We take precaution to protect our products in their packaging prior to shipping, but we do understand that damage can occur in shipping. If an item arrives damaged to a customer we are able to offer a free replacement as soon as we are notified of the damages within the 30 day window of receiving. We still stand by this and are happy to send out a replacement shroud, and would've been happy to do this prior to you installing if we had known. Please contact our customer service team to confirm your shipping address so we can get this shipped to you as soon as possible.

  Furthermore, under our warranty statement we do state "RecPro warranties do not cover labor costs for services or repairs performed on RecPro products without prior written notification given to RecPro." and "The warranty covers parts only. The warranty does NOT cover labor.". While we would have, and still would, send a replacement shroud we unfortunately are not able to cover any install expenses that occurred after you chose to install the damaged unit knowing it was damaged prior to install. 

• Initial Complaint

  Date:11/16/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  date of transaction: 11/02/2022. Amount: $68.85. Damaged product: product was damaged when I received it and very very cheap material. RecPro has offered No Compensation and require me to pay $14.00 in return shipping. Tracking number #******

  

  Business Response

  Date: 11/16/2022

  Good morning ***!
  

  First, I want to apologize for your items being damaged in transit. We do not require a customer to pay for return shipping if the item is damaged and will offer a free return and full refund, or a replacement in exchange. All we require is that you send a photo of the damage on the items along with your order number to our customer service team at *********************************************************. 

  I did try and look up your order number, name, and email in our customer service email to see if you have done this yet and was unable to find anything, which is why (I presume) return shipping was assumed to be deducted as we are unaware of any damages. Please send that photo over as soon as possible so that no return shipping is deducted. 

  Thank you!