ComplaintsforThompson Supply Company

• Initial Complaint

  08/21/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 8/17 I went to this business to obtain a replacement blower motor for my furnance. I brought my old blower motor with me to ensure I wad assisted properly with obtaining the correct part. Dave told me the part he was selling me was a match and would work for my furnance. I take the item home only to find it is not the correct part but too long for my needs. I did not even unpackage the item and attempt to install as my husband immediately observed it was much longer than the original part we needed. On 8/20 I attempted to return the part that was incorrect and was told they do not accept returns. I explained to Dave that he assured me that this part would work and I didn't even remove the part from it's original packaging which he acknowledged and still he reused to return the item. He stated "they wouldn't let him take it back". I asked to speak to a manager and then Dave said actually he was the owner and that when buying wholesale no one takes these back. He lied to me.

  Business response

  08/23/2021

  Our paperwork states in two places and on two signs in counter area of store state:  NOTICE:  Electrical, gas control or special-order parts, equipment & supplies are not returnable for refund, exchange or credit.  All sales are FINAL.  Order Placement and/or payment constitutes acknowledgement and acceptance of said terms.  No Exceptions.

  Aftermarket motors have longer shafts to accommodate multiple applications.  They may be cut if required.  Case diameter is the same as original motor.  Motor body height can vary but usually by less than 1 inch which in a furnace blower application is not an issue as the motor is inside the housing.  The motor sold was an acceptable replacement.  If the aftermarket motor doesn't appear, to me, to be an acceptable replacement I will either offer to order the exact factory part or I will pass on the sale.

  At the end of the sale after explaining mounting and wiring differences, the customer was satisfied and made the purchase.
  

  Once an electrical part leaves our control we have no ability to know what was done to it.  If power was applied incorrectly for even an instant it can damage the part.  We can not put electrical parts back into inventory for sale again that have left our control.  It would not be fair to the next customer to get a part that someone else installed or applied electricity to. This is standard practice for most wholesale distribution of HVAC and electrical parts, automotive and electronic controls.  We sell no used or recycled parts.

  As to the "they wouldn't let me take it back".  That was disingenuous as I am the owner but it is still a corporation with policies and procedures and the policies printed on invoice and posted are followed.  I am a company of one following Covid but those policies have been in place and followed for many years.

  David Mohler

  Owner-Operator

  Thompson Supply

  314-423-3700

   

   

  Customer response

  08/23/2021

  Complaint: ********
  
  I am rejecting this response because:
  The difference in height was more than 1 inch as proclaimed by the business response.  At no time did the business indicate it would not accept returns until I attempted to return the item.  Paperwork was not given with return policy until AFTER PAYMENT WAS MADE.  a good business would accept a return knowing the motor was not even removed from the box as acknowledelged by the conversation upon attempted return.  This is a maatter of a business taking someone's money while providing misinformation at time of purchase.  Again if the part was too large for my unit it was not used at all as it was in original packaging still upon attempted return. 
  
  Sincerely,
  
  *** ****

  Business response

  08/23/2021

  We have sold 108 direct drive furnace blower motors this year.  148 last year.  This is the first that is "too long"  With proper installation they all fit. 

  Some past reasons for attempts to return are:  Contractor/friend/brother-in-law told customer to go get a motor or other parts having never looked at the job.  Found out motor was never the problem.  Found it cheaper elsewhere.  Internet order finally showed. Replaced entire system.
  

  Customer was informed that she was buying an aftermarket general replacement motor.  If it were an OEM (factory) motor we would take no time or effort to discuss mounting or wiring differences because it would be the exact motor.  She accepted that explanation at time of sale.  The invoice listed our terms, the credit card slip and her copy both say "All sales final" and the building is posted with signage. 

   

   

  Customer response

  08/23/2021

  Complaint: ********
  
  I am rejecting this response because:
  Nice of the business to accuse me of shady practoce.  When in fact I ended up ordering the correct blower motor for more than what the incorrect one cost.  
  I brought the old motor to ensure it was the same you assured me it would work and my husband took one look after opening the box and said it is too l9ng for our unit.  Again did not remove it from the box.  Again was not given paperwork with return policy until AFTER PAYMENT WAS MADE.  maybe business should advis people all sales final instead of just taking money and assuring it will work and when it doesn't they fall back on their printed papers that you do not get until AFTER purchase is made.  SHADY BUSINESS PRACTICE 
  
  Sincerely,
  
  *** ****

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