RSD

I have attached what I had sent to the AG of Washington in response to complaint he wrote and  since that email Mr. [redacted] has recieved and cashed the refund check.               Good...

Morning,  In response to your letter dated April 30, 2015, [redacted]did order a non stock  gas valve on 3/31/2015, He picked it up on4/3/2015, he returned on 4/6/2015 to purchase more parts to repair the samefurnace, both times he mentioned if he doesn’t use them can he return and bothtimes was explained to him what the process  would be, and that is theparts off our shelf can be returned as long as are new and unused in resalablecondition, the non stock parts will be subject to the manufactures returnpolicies which is out of our control, and this is  also noted on thepaperwork given to him when he picked up the parts,  he seemed tounderstand when he left.  Later that same day he returned with all theparts purchased on the dates 4/3/2015 and 4/6/2015 asking for a refund, the transaction for the items picked up that day was reversed  and hiscredit card transaction was voided, as for as  the non stock gas valvepurchased on 4/3/2015 was a cash transaction and we explained that we will haveto  contact the manufacture for an RGA which is a Return MaterialAuthorization and there could be a restocking charge but again that is themanufactures choice not ours, once credit is given to us we would then requesta check from our corporate office to cover the credit amount since we do nothold that amount of cash at our branch,  he left and took the gas valvewith him.                [redacted] returned on Tuesday 4/7/2015 to ask me again for credit on the valvepurchase, I explained to him we have requested an RGA and have yet to hear backand sometimes it can be weeks for them to respond.  I assured him we willdo what we can to get this returned and get him his credit as soon as possible,but we cannot send it back without the RGA,  at that time I examined thegas valve and noticed it had been hooked up,  I pointed  out to himthe marks on the valve along with the missing  accessories to him, hedenied hooking it up, I explained that if we return this and the manufacturediscovers it had been hooked up and deny credit then  he will have paidthe freight back and will still be out the cost of the valve,  he said heunderstood and left with the valve. [redacted] dropped off  the valve a fewdays later with the missing accessories and on 4/14 we received the RGA andshipped it back to the manufacture on that same day,                On 4/27/2015 I received a call from my district manager asking me about acredit for [redacted], because [redacted] had called him looking for his credit,  I explained where we are in the return process and he said he willbe calling  [redacted] back with the status of his return,  I was notinvolved in their conversation so I cannot comment on it.               On 4/28/2015 we received notice from the manufacture  that the RGA wasaccepted and credit will be issued,  we processed [redacted]’s credit for thevalve less the freight to return it to the manufacture  and sent a checkrequest to our corporate at the same time.  The purchase price was$279.50, the freight to return was $18.75, tax on the remaining amount  is$24.78 for a total credit of $285.53 on  check number [redacted] mailed out on5/1/2015  to the address given by him [redacted].  Bothell, Wa. 98011               The time of getting the authorization from the manufacture  and themailing out a check was only 13 days which is not unreasonable in wholesalebusiness.  I hope this satisfies the case, if there is anything elseneeded to close this case   please contact me via email and I willrespond promptly.