Hoodmart, Inc.

I have information concerning this complaint. Attached is a letter from me regarding the complaint. I attached a response from *** *** concerning *** ***’s complaintThey have reached an agreement. We are still however without any money yet for this order.Please let
me know that you received this email and if you have Any updates on the complaint. Thank you,***This letter is in regards to complaint ID *** by *** ***.I have researched the information concerning the complaint by *** ***’s for order ***. The problem *** had with his order involved one component just the hood. Attempts were made to work with *** *** before he chose to dispute the charge on his credit card for the entire amount of the order.I am attaching a response from *** ***, our controllerShe is aware of the details of the complaint and has been in contact with *** ***On December 19th they reached a mutual agreement. This is my response to *** ***’s Revdex.com complaint The hood was mfg according to their specifications The hood did not fit flush to wall for reasons we believed to be out of our control EX: unlevel wall.We tried to send side curtains but customer did not want.The credit card amount disputed was missed in email and went unkown until the chargeback amount was found when reconciling bank account At the time I investigated Customer did a chargeback for complete order Not just the hood in question I then contacted their office so we could get our fans back that were included in chargeback Didn’t even want the hood back Just the fans that should have never been charged back Felt they were taking advantage of system when charging back the complete order instead of hood only, which they feel was the problem.I contacted Store manager *** on Friday December 12th and left a message I went home sick that afternoon and did receive a message from her that there may be a language barrier between myself and the owner and that she would be handling.On Monday December another message was left for me to call back I again was out of the office still ill.On Tuesday I returned to work and received email from customer I called them and explained I had been out sick They informed me they want to handle situation to be resolved fairly I agreed I asked *** for them to provide me bill they supposedly paid to make the hood correct by them She said no problem On Wednesday I received email that they still did not have receipts to provide me gathered I responded and told her no problem.As of Thursday December 18, I still have not heard anything or been provided receipts.On Friday December 19th *** *** and Hoodmart agreed to a deduction of $1,off his invoice He will be sending us a check in the amount of $2,297.00.*** ***, ControllerThank you,*** ***General ManagerHood Mart***-***-***

Dear Revdex.com, I am sorry this took so long as a clarificationThe holidays are very busy in my business. I did read the answer by Hood mart and although we have reached a mutual agreement, I merely wish to clarify something they put into their rebuttal.They wrote: "The hood was mfg according to their specifications The hood did not fit flush to wall for reasons we believed to be out of our control EX: unlevel wall.We tried to send side curtains but customer did not want.The credit card amount disputed was missed in email and went unkown[sic] until the chargeback amount was found when reconciling bank account At the time I investigated Customer did a chargeback for complete order Not just the hood in question I then contacted their office so we could get our fans back that were included in chargeback Didn’t even want the hood back Just the fans that should have never been charged back Felt they were taking advantage of system when charging back the complete order instead of hood only, which they feel was the problem." I did send them pictures and proof that the wall was not unlevelThe initial communications were fine in resolving this, but when it came close to a monetary arrangement, the communications dropped off and none of us could get through to live persons at Hood mart to settleThis happened after the pictures were sent for analysis by the hood engineersPerhaps the engineers suggested sending the side curtains, but we were not notified of this solution(Lost email perhaps...?) In the meantime, we contacted an contractor to give an estimate for the corrective workHood Mart wanted to deal directly with the contractors, but the contractors were having the same problems we were in communicating with Hood MartThe contractor finally refused to have any further dealings directly with Hood Mart.Because we were under time restraints for the restaurant to open, the work for the correction needed to be accomplished, and we were afraid the company would not pay the contractor we agreed upon to do the necessary work, we finally decided to push ahead with the work on our own and charge back the bill. My Credit Card company experienced the same problem and could not get through to any live persons to resolve the disputed items and they finally approved the dispute for the full amount because of their inability to communicate with anyone at Hood MartThis was not intended as any attempt to take advantage of the dispute policies, but as a last effort to get communications open again...apparently it worked. Lastly, nothing was meshing until we finally resorted to using your services...within hours we received a call and the matter was settled soon after. I understand miscommunications happen and we are all humanI am very glad you intervened and a happy resolution was able to be metWe agreed to pay the adjusted total of $This amount reflects the difference between the original bill and the repairs that were performed Thank you

This letter is in regards to Revdex.com complaint ID [redacted] by [redacted].I have researched the information concerning the complaint by [redacted] for order [redacted].Mr. [redacted] purchased two hoods, an exhaust fan and supply fan for [redacted] in July 2014 HoodMart was contacted on Sept 22...

when the installation was being completed by his installers and told us that the exhaust fan did not operate. The exhaust fan model HMEX60B failed on startup and tripped the electrical breaker. The fan was opened and photos were emailed to us. Internal parts in the fan were damaged and it was determined that the fan needed to be replaced. HoodMart started a customer service resolution and offered to ship a same model replacement fan. Mr. [redacted] needed the fan as soon as possible for his opening and was not happy with the time required to ship to him in Nebraska a replacement fan from us in Ohio. The fan weighs 260 lbs. and cannot be overnighted. To accommodate the customer’s urgency to get a replacement fan we arranged for a comparable exhaust fan from [redacted] to be drop shipped from their Kansas City branch to York NE. [redacted] is not our normal supplier for the exhaust fan Mr. [redacted] purchased from us. It cost us considerably more to do this than if we had shipped him a replacement exhaust fan from us. The duct work needed to be modified for this fan and Mr. [redacted] has said that the airflow is not the same. In hindsight, this solution should have never been offered. An exact replacement should have been shipped regardless of the ship time involved; we were trying to help the customer.  The damage to the exhaust fan could be a manufacturer defect or from impact in transit. This has not been determined, the fan has not been shipped back to us for us to examine. As stated on our paper work, we cover replacement parts for warranty issues but not the labor involved with the replacement. Mr. [redacted] is requesting a settlement of $1500 to take care of outstanding charges incurred due to emergency calls to resolve the issue and work associated with onsite alterations and air flow adjustments. .He has been in contact with Judy Thomas our sales manager and said that he would provide invoices for the costs incurred. We have not received anything to show the costs incurred. Another HMEX60B exhaust fan could be sent out but we would require that both of the exhaust fans the customer has be shipped back to us. We are willing to work with Mr. [redacted] to resolve his complaint.Thank you, [redacted]General ManagerHood Mart[redacted]

Consumer responded via phone:Consumer received the refund from the company.