Rona (Medicine Hat)

Initial Business Response /(1000, 8, 2018/11/07) */
We will not be returning Mr. money. We do have all 3 units here at our store and they look like they have never been open. All 3 units still have the plastic straps and looks like the tape on them have never been cut. When you open up the boxes all the units still have the original Styrofoam,foam bags and plastic bags.

The products have been used and have no defect. supplier and store have refused a refund, Customer can return to store to pick up the three units.

Initial Consumer Rebuttal /(3000, 10, 2018/11/17) */
(The consumer indicated he/she did not accept the response from the business.)
First of all I find it ridiculous that Rona would send you pictures of the boxes of air conditioners with the views showing exactly how a product is supposed to be returned .It states right on the receipt that , " "Exchange or refund on any product in its original packaging within 90 days of purchase with receipt. Some exceptions may apply."As you can see this is exactly what we have done .
I just want to say that my brother and I save the boxes , packing material , straps if they can be saved , warranty information and receipts on all our purchases . We do this because we live in small apartments and it is much easier to repack the items we no longer use for summer to store back in there original boxes and having all packing materials and such, makes things much easier to store for the winter.
Now just so you know , the straps were not cut as to hold the boxes back together as we only slid the straps off so we did not have to cut them off . The fine foam that you see inside the box protects the body from being scratched, the thick styrofoam that you see holds some of the smaller parts on one side and is the top mould to hold the air conditioner in place inside the box on the other side, there is one styrofoam piece on the top and one on the bottom. Furthermore I would like to add that all they did to address this complaint was tell you the boxes never looked like they were open and opened one of the air conditioner boxes and showed you the way we were supposed to bring something back, what they did not do though was take the units out of the boxes to see the excessive amount of dust that had been sucked into the bottom 60 % of the air conditioners that has no filter there or removable filter there. They also did not turn them on to see the amount of dust that billows out of the back of the units in fan mode when you follow the manual directions for packing your product away for the winter.
Now as far as my complaint itself, I am very unsatisfied with how these 3 air conditioners have sucked in so much dust in such a short time (6 to 7 weeks ) and that Rona did not send you the pictures dealing with my complaint.
When I went into the store and talked to the sales supervisor , Robb *** ,and explained everything to him regarding the problems with the air conditioners, he said he totally understands the problem, and that what the manufacturer's rep. told me about taking the back of the sealed body off was wrong, and to give him a couple of days to contact his sales rep for that company . I called him back on the second day , he said he had not heard from his rep. yet and asked if I could give him another day , which I had no problem with . Robb also stated at that time that he was not going to *** or *** around with this that if he didn't here or get a satisfactory response by the next day to bring them in for a refund . So Robb told me to call at one p.m. and I called at 2:30 p.m. he said he still had not heard from them and said for me to bring in the 3 air conditioners , which we did the next morning as we had to finish packing up the units .
We went to the service counter and Robb ***, the sales supervisor, authorized the refund of the 3 air conditioners, and marked returned on our original invoices, and a refund slip was issued . We took our refund slip to the front counter and the cashier said they did not have the cash for our refund and then called the store mgr. and the asst. store mgr. to the till. The asst. str.mgr. did all the talking , he said we don't have the cash for your refund , I suggested part now and the rest later or if they could possibly cut me a cheque , he asked if I had my debit or credit card and he could put it on that , I said I didn't have them with me as I paid cash I thought I would get cash back .At that point the asst. Str.mgr. said we don't have the cash and then took my refund slip and original invoice and said I'm not going to give you a refund , I'm going to look into this further and I said to him I've been dealing with your sales supervisor for four days on this matter already who is the man you put in charge, and he told me to bring them in for a refund. The asst str. Mgr. called me later in the day and said to come and pick up your air conditioners, and I told him that I'm not satisfied with the way the air conditioners are filtering ,I'm not happy with how I seem to have received the run around from the manufacturer and finally how the asst. Mgr. decides to pull the refund slip after it was issued after he realized they did not have the cash in the till and I did not have my debit or credit card with me .
For now in final I just want to say that initially we contacted the manufacturer about the problem and his solution of fixing it was to take the back of the sealed unit off , I knew that was wrong and said so to him and he said I only handle warranty service and to contact the store where you purchased your products. I spoke to Robb *** he agreed that was wrong to take the back off the unit. After the asst. Str. Mgr. took my refund slip and called me back to pick up the units I called Head Office Rona and spoke to the NATIONAL SERVICE MANAGER FOR CANADA CUSTOMER SERVICE ( ***' ) She told me that it was also wrong to take the back off the units and that she would have someone higher up in the manufacturing company (*** /*** to call me regarding this matter within two days , it took about 5 or 6 calls to ***'s service # and no returned calls back and 21 days to get a call from the supposed higher up in the manufacturing company to solve this situation, I asked what her position was and the response was, I'm calling from the service dept. And she also tried to tell me to take the body off the back of the air conditioners . My response was I won't do that .
When we made our purchases of the 3 air conditioners the sign at the front of the main service counter said " 90 day no hassle refund policy " , now the sign says "No Hassle " Refunds & Exchanges *Your Receipt Is Your Guarantee!
A copy of the original sales receipts and sales invoices back and front will be attached !
Thank You for your kind consideration in this matter.

Dwayne ***

Final Business Response /(1000, 16, 2018/12/04) */
RONA
Contact at H.O.: ***
Phone: ***
EMail Address: ***

Thanks.

Dan ***

Store Manager

Rona