ComplaintsforSellersburg Heating & Air Conditioning, Inc.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Was supposed to receive this item on 12/15 however as of today 12/15 the item has never left their building. I asked for a refund since this is a died item needed to heat my home and they refused I have a company coming out to repair this item

  Business response

  12/19/2023

  This order was placed on 12/12/2023 at 8:07pm after our normal business hours. On 12/13/2023 this order was shipped out along with 1,500 other shipments. Per USPS it shows Arrived at USPS Regional Origin Facility LOUISVILLE KY DISTRIBUTION CENTER December 13, 2023, 3:00 pm. The customer reached out 2 days later on 12/15/2023 upset the part had not been shipped, but we explained the package was moving according to USPS. Per USPS this was attempted to be delivered to the customer on 12/16/2023, just 3 days after it was shipped out. The customer refused delivery stating it was late. The customer did not pay a shipping fee on Amazon and chose "standard shipping" which per Amazon is 4-14 business days. USPS attempted delivery within 3 days, so this was still considered on time. On our Amazon store we offer a free 30 day return policy for all of our parts. On 12/18/2023 the customer opened a return and was sent a prepaid shipping label to send this back for a full refund. The customer instead refused delivery from the post office and the package is en route back to our location. Once this part reaches our facility we will get a full refund issued. Looking at the history of this order, we are not at fault for any of the issues the customer is claiming. It was shipped out in under 24 hours and delivery was attempted less than 3 days after the order was placed.

  Customer response

  12/19/2023

   
  Complaint: ********
  
  I am rejecting this response because: Again I was only given 1 shipping option which was to have this delivered on 12/15! The item was not delivered on 12/15 as stated in the attached photo and the sellers statement above! The seller also stated I refused shipment which was advised by my bank so that if I don’t receive my refund by 12/20 I will be able to start the charge back process! It was 40 degrees in my home! I have a terminally ill child I couldn’t wait any longer since we had a huge snow storm reported to be coming in! I drove 80 miles each way to find one and have it installed on 12/15 by a local heating and air company! The customer service this company provides is completely unacceptable. On 12/15 ( the day amazon promised it would be delivered and it wasn’t) this company was told I no longer wanted their item and instead of just intercepting the package they still had it delivered. This company told me to take it up with Amazon and Amazon told me to take it up with this company so all I’m left to do at this point is do a charge back with my bank! 

  
  Sincerely,
  
  ******* *******

  Business response

  12/20/2023

  We are still waiting for the return of this part to our facility. A prepaid shipping label via USPS ********************** was sent to the customer on 12/16/2023. USPS does not show this as being received yet. Once the part is returned to our facility, we will issue a full refund on the order.

  Customer response

  12/20/2023

   
  Complaint: ********
  
  I am rejecting this response because: attached is proof that I refused the item!!!! No reason to use a prepaid label if I refused the package??????? tomorrow morning I will be filing a charge back end of story! The charge back WILL cost your company more money! 
  
  Sincerely,
   ******* *******

• Initial Complaint

  10/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I ordered a dishwasher part from this company because our dishwasher is broken. We received a different part then the one we ordered. I reached out to the company via chat because their phone number automation says they can only be reached via chat or email. They explained that the part we ordered is discountinued as their is a new model of my dishwasher and that the newer version was sent. This newer version doesn't fit my older dishwasher. Therefore they charged us and sent us a product we did not authorize them billing us for or shipping us. In the chat they admitted it is a different product and that if I made another order I would only get the same item again. When I asked them to send me a return label at their cost because they sent me what I did not order, they refused. They said I have to pay to ship back the wrong item they sent me as well as pay a 20% restocking fee. I am not paying to ship an item back that I did not order. They need to send me a shipping label. I am also not paying to restock an item I did not order. I want a prepaid shipping label and my original payment of $103.09 without any penalties when they admit they sent me a different item them the one I ordered.

  Business response

  12/05/2023

  **** ****** reached out to us on 10/09/2023 concerned they received the incorrect part. We verified they did receive what was ordered, but according to their parts list, they ordered the wrong replacement board their dishwasher was calling for. We sent them return instructions via email, in those instructions it mentions we must have the part returned back to us within 2 weeks and there is a standard 20% restocking fee. That 2 week time frame has since passed and the customer never returned the part. That return policy is clearly outlined on our website.  We followed up with the customer later that day with a special listing quote for the control board their unit was calling for. That part is not something we typically carry, but we can special order it in from the manufacturer for $165.34. The customer never followed up to that quote. We have had no further contact from this customer since 10/09/2023 and they still have the part that was ordered in their possession.

• Initial Complaint

  09/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was looking on line to find a part to repair a stove and came across it at **********************************com I orderd the part and paid $133.33 order #******* not even an hour later I got an e-mail from [email protected] stating the part is no longer available and a full refund will be issued. I can't get a hold of anyone about getting a refund no and they only use e-mail.

  Customer response

  09/23/2022

  I Finally got a refund today, no further action is needed. Thank you

• Initial Complaint

  09/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Seller advertises this is a direct replacement using the manufacturer part numbers for the item in pic # 3. It was not. After arriving, seller states the hub is not included.The hub was included, additionally see pic # 1 taken directly from their listing. Pic # 2 is also directly from your listing showing that it is advertised as a York replacement with corresponding manifacturer part number with pic # 3 that has a 1/2" hub not a 5/8" hub like the one I received. It is very evident this product is mismatched with the item that I ordered. Futhermore nowhere in their description did it say I would need to buy additional parts seperately in order for this fan to work.

  Business response

  10/14/2022

  Hello,
  Here is our representation for Complaint ID ******** for *** *******:
   
  *** ******* purchased a fan blade from our Amazon store on 09/05/2022. These fan blades are universal and can come with a ½”, 5/8” or ¾” hub for the center of the blade. On 09/08/22, we received a text message from *** ******* advising the hub in the middle did not fit his needs. We offered to send him the correct hub needed, but he advised they drove 120 miles round trip to make adjustments to the fan already. We apologized for the confusion and explained that had he reached out to us right away, we could have resolved this issue for him. We offered to give him a 10% off discount to keep the blade as is, or he had the option to return this part for a full refund. The customer wanted to keep the fan blade and receive all his money back. We explained that was not an option and sent him a prepaid shipping label to mail the part back for a full refund.  The customer never used that label and our part was never returned. 
   
  Thank you,
  ******** *** Customer Service Manager 
  North America Distribution 
  ************ *** ***

  
  

  Customer response

  10/14/2022

  Better Business Bureau:
  

  Seller sells product describing it as a "YORK" product (see pic 7)  using the YORK OEM part number S1-02639501000 to sell this item.  It's actually manufactured by LAU Industries part number 60557301 (see pic 2).  The YORK part number does not need any additional parts to fit.  I did expect a part (advertised) and sold using the YORK OEM part number S1-02639501000 should fit and perform as it is advertised.  Am I wrong that I should expect the part to perform as it's advertised?  As I found out, as it is sold, this is NOT a replacement part for YORK OEM part number S1-02639501000 by this seller.

  Seller please refrain from the fraudulent misrepresentation that this is (or) is a replacement for YORK OEM part number S1-02639501000 as by your own admission, it is not.   

  
  I have reviewed the response made by the business in reference to complaint ID 18007362, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution. Please respond here ONLY]
  
  Regards,
  
  *** *******

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