ComplaintsforCrawlSpaceRepair.com, LLC

• Initial Complaint

  11/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, My complaint is for a purchase of crawl space repair products on 5/12/2022. Sales Order ********* The order took place via a phone conversation. During that conversation I did ask if I could return the product if necessary. The clerk said yes I could and did not state any stipulations concerning a return. My invoice did not have any disclaimers concerning returns. After I received the product I came in contact with a business who would repair my crawl space for a reasonable price but was unwilling to use the product that I had purchased so I called and tried to return the product. I spoke with a man named Larry who told me that I could return the product as long as I sent a photograph of the undamaged unused product for which I did comply. After I sent the photo and called Larry to obtain a return authorization he began to tell me that there was going to be shipping charges and restocking fees associated with this return authorization. This was the first time had heard this and it made it impractical to return these items and take such a huge loss. If I would have been notified of these stipulations I never would have purchased this product. Now I am stuck with $ 912.35 worth of product. I was told to try to sell it on ***** I think this is a poor business practice. I am very unsatisfied with the way this turned out. Can you help me. Sincerely, ******* ******

  Business response

  11/22/2022

  Thank you for contacting us.

  We have made several attempts to contact this man about the credit card chargeback he filed with his credit card company on this order, but he refuses to return our calls and now seems to have blocked us from calling him. We understand that he changed his mind about how or who he was going to have repair his problem. However, we do have a return policy that is available to everyone on our website. This man purchased $912 worth of products from us. In that price. the shipping costs are included. When he wanted to return his whole order we made an exception to our return policy which states the return must be within 30 days of purchase. Since the original order amount included the cost to ship to his home, we could not refund him what we already spent on his behalf to ship his order with UPS Shipping. He was informed that amount would not be returned to him since the service was selected and used on his order, he has the products in his possession. We do not deduct restocking fees and the original shipping costs, only one and usually the lesser of the two. He would then have to get the items back to us, I am not sure if he is expecting us to pay the return shipping as well. These items are very expensive to ship, either from us to him or him back to us. A one way trip cost too much to ship in some cases and to ship it out and back again is impractical. At this point we are unable to assist him further as we have already made the exceptions he asked for but refused to complete the steps. 

  Customer response

  11/30/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  I am replying to Crawlspace who responded to my complaint filed last week. It is clear they did not read or take note of any of my concerns. They simply called me a liar and made it clear that they do not help their customers. I submitted the invoice which does not state returns within 30 days. They just make that up as they go. I feel disrespected as a customer. Furthermore they can call me if they really wanted to prove that they care about their customers. ************. They are the true liars in every respect.
  
  Regards,
  
  ******* ******

  Business response

  12/16/2022

  We would be glad to clarify our position. 

  The first thing I would like to clarify is that our company name is ********************. That company name is on his receipt as well as on this BBB account. That company name is also the domain for our company which is clearly designated by the .com. Mr. ****** used this website to contact us and to select the products he purchased. Listed on this website is our policies which includes our returns policy. All of our customer service reps are familiar with our return policy and inform customers almost daily where to find that policy. Our return policy is located here-

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

  And it states- 

  Returns 
  Before you return or attempt to return any merchandise you MUST contact our office to start the process- ************
  We will gladly accept the return of products that are defective due to defects in manufacturing and/or workmanship for 30 days from the date of purchase. Fulfillment mistakes that we make resulting in the shipment of incorrect product to you will also be accepted for return 30 days from the date of purchase.All returns for the reason other than a mistake on our part is subject to BOTH the orginal and the return shipping costs.
  We HIGHLY recommend that your return shipment have insurance on it and that you take photos of the products condition before shipping. This will eliminate any delays in the insurance reimbursement process if the products are damaged in shipping.
  If the item arrives damaged, in unsellable or in non-new condition we can not give you a refund. Please communicate with us directly and we will do everything we can to help you through this process.
  Past 30 days requires a written request before a decision can be made for a return.
  We reserve the right to update this policy when necessary.

  Mr ****** was informed of this policy. He wanted to return past the 30 day period, he was given authorization to return based on the pictures he submitted. Mr. ****** DID NOT return the items.

  Instead, Mr ****** filled a chargeback with his credit card company claiming "Cardholder disputes quality of goods or services". He was not successful in his claim to the credit card company. It seems to us at ******************** that is why he has filed this complaint with BBB. During the credit card chargeback process we tried several times to reach him to resolve his claim of quality of goods or services, but we were unable to reach him. Our phone was blocked from calling him and our emails were returned, but only after we left an initial voice mail about contacting us over the chargeback.

  If Mr. ****** would have followed our return policy AND returned the items, we would not be dealing with this issue. We do not make exceptions on our return policy so we stay consistence and treat every customer equal.

   

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