Ingram's Water & Air Equipment

Mr [redacted] We have sent you a $refund per your request to close this situation for youThis check was sent the first week of September Please let us know if you do not have the check by We are happy that we have come to an agreement that works for both parties Please let us know if there is anything else we can assist with in the future.--Best Regards, [redacted] Ingram's Water & Air Equipment [redacted] ***

SEE ATTACHMENT FOR COMPANY RESPONSE AND ITS DOCUMENTSMr [redacted] , Once again we are very sorry for the issues you have hadWe understand that there will be times where we fall short and fail to fulfill our obligation to our customer With that said though, we always make it right This is the reason why we provided you with the $refund and made sure the order was rushed We will never allow a customer to go without having the situation resolvedIn regards to the hose kit we spoke about when you called my personal cell that Saturday, it was sent on Monday to you and you have received it Also, on Monday 8/at 9:AM we confirmed to you that the glycol would also be sent out to you at no additional charge You did inform us on 9/you had not received the glycol as of yet and I confirmed with you over the phone that I will make sure it gets loaded on a truck for you on 9/and that I will follow up with you with a phone call every day until you get the gallon bucket I also informed you that we will absolutely make sure you are taken care of and do everything within reason to make you a happy customer We appreciate your input and we think of situations like yours this wayPositive reviews builds up our ego but we hope that a negative review will build our characterThis situation has given us the opportunity to be better at what we do.-- Best Regards, [redacted] **National Sales managerIngram's Water & Air Equipment [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below My installer and myself were both originally told by [redacted] at Ingram's that he had talked to the manufacturer and they would pay $and Ingram's would pay $Weeks later he says he does not remember that conversationAnyone that buys a brand new item that does not work right out of the box expects to get a replacement item or refundIn this case the seller says only parts are coveredNow [redacted] says [redacted] will pay $He will try to get me a little more but can only guarantee the $This is just not acceptableI talked to [redacted] and he asked what it would take to resolve this and I told him to pay my installer what they told him they would pay him to repair this brand new unitHe said he will talk to the owners and see what they can doThey are to let me know todayI originally asked for them to pay my installer and provide me with a labor warranty but am willing to settle for them paying my installerIf they do not pay for this repair then I will have to myselfAdding this to the purchase price of the unit means I end up paying a premium price for what is basically a refurbished unitAll I ask for is Ingram's to do the right thing ethically and morally Regards, [redacted]

Per [redacted] with Ingram's their company is the retailer and the consumer needed to go thru the mfgto resolve however in an effort to resolve Mr [redacted] 's issue Ingram's sent him a new unit

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I request a call from someone superior to [redacted] the National Sales Manager I have been provided untruthful / inaccurate information too many times during this transaction; in short, I'll believe it when I see it On 8/ [redacted] *promised that glycol would be shipped to me I was promised fed ex tracking information and an anticipated arrival sometime later in the week of September 3rd I never received the Glycol or the Fed Ex tracking info When I inquired with Ingrams last evening, I was told that the glycol was never shipped Today, [redacted] claimed that it was shipped, but was lost in shipping Then, ultimately, he admitted that it was never shipped in first placeToday, [redacted] * told me that Ingrams wishes to further compensate me for this ordeal; however, no indication of what that compensation entails has been offered I would like Ingrams to provide, in writing, their compensation offer Regards, [redacted]

[redacted] [redacted] *** We are sorry for the delay in the warranty part you had We do not carry all warranty parts for [redacted] products Your warranty does cover the cost of all parts for the length of your warranty This Part has shipped and you have confirmed you have received the tracking for this part ( [redacted] ) Please be sure we have done everything possible to get this part as soon as possible Once again we are very sorry for the delay from the factory but you should have this part very soonThe part has shipp [redacted] I hope this resolves this issue as your desired outcome was to “have the part to fix the unit” Please let me know if we need to do anything else for you.Best Regards, [redacted] ***

[redacted] [redacted] We are sorry for the you have had with the [redacted] system Your warranty does cover the cost of all parts for the length of your warranty I have called you last week to get this resolved with you When we spoke on Tuesday may 30th you indicated that we could possible come to an agreement to resolve this You told me you would contact me back with a resolution We are very sorry for the issue you have had with the factory but we be happy to assist you in this to get it resolvedPlease contact me back at [redacted] to get this resolved for you I cannot refund any monies until I can speak with you to confirm information Once again I am sure we can get this resolved to your satisfaction [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [PLEASE SET UP THE DATE FOR PICKUP AND PROVIDE TO ME WITH THE DATE.] Regards, [redacted] ***

***,it looks like your replacement part has been shipped on 9/13/ fed ex *** fed ex shows it was delivered on the 15th Can you please confirm this situation is resolved and taken care of for you?-- Best Regards,*** ** National sales
ManagerIngram's Water & Air Equipment*** *** ***

I authorized my mother, *** ***, to file a complaint against Ingrams Water and AirI am pleased to report that Ingrams has exceeded the requirementsWe only needed the coil for the compressorIngrams sent us a brand new compressor which arrived at our residence on June The situation has been resolved and Ingrams has compensated my family.Sincerely,*** ***

Mr***We have sent you a $refund per your request to close this situation for youThis check was sent the first week of September Please let us know if you do not have the check by We are happy that we have come to an agreement that works for both parties
Please let us know if there is anything else we can assist with in the future.--Best Regards,*** **
*** *** ***Ingram's Water & Air Equipment*** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
My installer and myself were both originally told by *** at Ingram's that he had talked to the manufacturer and they would pay $and Ingram's would pay $Weeks later he says he does not remember that conversationAnyone that buys a brand new item that does not work right out of the box expects to get a replacement item or refundIn this case the seller says only parts are coveredNow *** says *** will pay $He will try to get me a little more but can only guarantee the $This is just not acceptableI talked to *** and he asked what it would take to resolve this and I told him to pay my installer what they told him they would pay him to repair this brand new unitHe said he will talk to the owners and see what they can doThey are to let me know todayI originally asked for them to pay my installer and provide me with a labor warranty but am willing to settle for them paying my installerIf they do not pay for this repair then I will have to myselfAdding this to the purchase price of the unit means I end up paying a premium price for what is basically a refurbished unitAll I ask for is Ingram's to do the right thing ethically and morally
Regards,
*** ***

Dear Mr***,As we have stated multiple times we will be happy to refund all monies paid but we need to have the unit picked up first. This is the same situation as when the credit card company attempted to charge us back but found in our favor since you still had the unit. I think
this is only right that we have the equipment first. As you have $5,of our product in your possession. We will be happy to write you a check for this amtbut we need to be able to contact you and you have to help us get the unit backWe will cover all costs of shipping from your driveway to usAs soon as the unit is picked up and in possession of the freight company we will have the check sent out that day to you. We are willing to do what needs to happen to solve this situation for you but to get in contact with you has been very difficult as you have stated that you do not have phone service at home (see attached email)My last email I sent to you on 7/please call my cell and I will be waiting. You have my cell and my email and have not had a contact since 7/8/16. Once again we will be happy to refund all monies to you but we must have the unit picked up at our expense and need your cooperation to do so. Please see attached email thread. Once again we will be happy to refund every dollar, we just need your assistance in allowing the product to be picked up. We will schedule the pick up any day of the week you choose other that a weekend or holiday.Best Regards,*** *.National sales ManagerIngram's Water & Air Equipment*** *** *** ***

See attachment for original.Mr***,This letter is being sent to you regarding your order of a *** Water to Water *** Geothermal Heat Pump on December To reiterate what we have informed you multiple times via phone and email, we are willing to refund the full purchase cost of $5,contingent on the unit being picked up from your driveway by a freight carrier and transported back to usPick up and transportation cost would be accommodated at our own expensePlease note $has already been refunded to you, so if a pickup is made, $4,would be additionally refunded.We have attempted to arrange this refund transaction according to those ends multiple times in order to alleviate your dissatisfactionEach time we have asked you to contact us regarding a time for the freight company to secure the unit, you have failed to contact us back via email, phone or mailAs you have been informed on multiple occasions, we are unwilling to issue you a refund check until the unit has been secured by a freight company with whom we have a business relationshipWe would be happy to arrange such a meeting as soon as you find convenient to contact us with a reliable date for freight pickup.If you are unwilling to allow us to pick up the unit before a refund check is received, we would be willing to deposit the funds into an escrow account created for the purposes of this transactionIf this additional convenience is unacceptable to you also, then we are at an impasse.Please contact our Logistics Department (ext ***, ***), or our Sales Manager (ext ***, ***) no later than 7:PM Central Standard Time on Friday, September to schedule a pick up time for the *** Water to Water *** Geothermal Heat Pump.Should you choose of your own regard not to contact us by the aforementioned date and time, we will consider the matter closed to your satisfactionAll further correspondence with us after that date and time should be conducted through our attorney, *** *** ** ***With Regards,*** Ingram Ingram's Water & Air Equipment *** *** ** *** *** ***

We have spoken to Mr*** today again. We have spoke with him times the last days. We are working hard to try to get the desired outcomeThe issue is that *** only provides a parts warranty and we made sure all parts were provided to him at no cost to him. He States an
employee said we would cover all laborUnfortunately that is never a solution for us. We are now in a he said he said situation. Even though these are the facts we are continuing to work to come to a agreed amount. We have offed him a $dollars refund but customer insists on $1000. So we will continue to work toward that resolution with hopes we can resolve this for the customer this next week.Best Regards,*** **National sales ManagerIngram's Water & Air Equipment*** *** ***

Per *** with Ingram's their company is the retailer and the consumer needed to go thru the mfgto resolve however in an effort to resolve Mr***'s issue Ingram's sent him a new unit

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I request a call from someone superior to *** *** the National Sales Manager. I have been provided untruthful / inaccurate information too many times during this transaction; in short, I'll believe it when I see it. On 8/31 *** *. promised that glycol would be shipped to me. I was promised fed ex tracking information and an anticipated arrival sometime later in the week of September 3rd. I never received the Glycol or the Fed Ex tracking info. When I inquired with Ingrams last evening, I was told that the glycol was never shipped. Today, *** ** claimed that it was shipped, but was lost in shipping. Then, ultimately, he admitted that it was never shipped in first place. Today, *** * told me that Ingrams wishes to further compensate me for this ordeal; however, no indication of what that compensation entails has been offered. I would like Ingrams to provide, in writing, their compensation offer
Regards,
*** ***

I have received the remaining product and have arrived at a mutually agreeable resolution with the company

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does and their check clears the bank I will consider this complaint resolved
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***