Runtal North America, Inc.

To Whom It May Concern:On 1/22/2018, [redacted] filed a complaint against Runtal NorthAmerica, Inc.. Ms. [redacted] had purchased a towel radiator from one onour independent dealers in NY in the painted finish "satin nickel".The sale was not made through Runtal North America, Inc.,...

themanufacturer, but through one of our dealers. Upon receipt of theproduct, Ms. [redacted] did not like the finish she had chosen. The finishhad been accurately represented and we offer color chips for thecustomer to see the exact finish on metal prior to purchasing. It ismy understanding that Ms. [redacted] did not request a finish sample fromour dealer.The product and custom color requested by Ms. [redacted] were manufacturedas requested by our dealer. Upon receipt of the product, Ms. [redacted]decided that she did not like the chosen color and wanted themanufacturer to repaint the unit at no charge to her.Customer satisfaction is very important to Runtal North America, Inc.and though we manufactured the product to the customer'sspecification, we have agreed in goodwill to re-paint the purchasedtowel radiator in a white finish and waive the repaint charge.Furthermore, our dealer has agreed to pay the freight involved ingetting the product to the factory for re- painting and returned tothe customer. I understand through our dealer that this agreement issatisfactory to Ms. [redacted] and as a result all parties consider thematter resolved.[redacted]Vice-President of Marketing & SalesRuntal North America, Inc.[redacted]
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Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
Let me clarify, before getting to a satisfactory resolution, a few misunderstandings that Mr. [redacted], VP of Marketing & Sales for Runtal North America, Inc. wrote in response to my complaint of 1/22/18.First, I did my research, online, regarding the purchase of a towel warmer. I decided to go with Runtal because of their reputation and that they had/have exactly what I was looking for. No where on the internet, aside from the company site itself, does it say to “order a paint chip”.  I found this out after the fact. Mr. [redacted] insinuated that I should have bought the towel warmer directly from the company and not from any of the company’s authorized dealers. Really?  The contractor, who renovated the whole bathroom, was told to order this item along with all other items to complete the renovation.  Where he purchased the item was not my concern.  The color scheme of the bathroom is white, grey and satin nickel.  Second, Mr. [redacted] indicated, twice, that I did not like the color I had chosen.  Well, if my color scheme had been Army green the towel warmer would have been perfect!  The color that is represented on Runtal’s website as ‘Satin Nickel’ and the delivered item is so TOTALLY different that it is a misrepresentation of the color.  I have more than a dozen items from the same number of different companies in satin nickel and every one of them is either an exact match or a shadow different.  Anyone I showed a picture to of the towel warmer agreed it is NOT satin nickel.  I question what their version of white is.Third, Mr. [redacted] said “Customer satisfaction is very important to Runtal . . . “.  Well, I did call the company before contacting the Revdex.com and spoke to [redacted] who said that was Runtal’s ‘Satin Nickel’ color.  She also told me to have the dealer call her to discuss the matter since they purchased the towel warmer for my contractor.  I did just that.  My contractor called me and said [redacted] told the distributor $500 for a repaint in white and $200-$300 additional for shipping.  When does “Customer satisfaction is very important to Runtal . . . “ kick in?  That is when I wrote the Revdex.com.  Shortly thereafter I received a phone call from Mr. [redacted] saying he would have preferred resolving the matter before contacting the Revdex.com but in fact I did just that.  He suggested waiving the repaint fee but not the shipping.  Not acceptable to me.  He then suggested the dealer contact him to resolve the shipping fee.  Done.  No reshipping fee would be incurred to me. Last but not least is the issue of the additional charge for the ‘Satin Nickel’ finish which, now, Mr. [redacted] is willing to repaint the towel warmer their standard white (no additional charge). He, also, never offered to send me a paint chip.  Once a refund is in place then the resolution will be satisfactory to the customer.
Regards,
[redacted]

To clarify for the Revdex.com: Runtal is a manufacturer.The ordering, purchase of the product and financial transaction wasmade by Ms. [redacted] through a retail store which has an account withRuntal. As indicated in her response below, Ms. [redacted] was asked tocontact the retailer where she purchased the product which she statedshe did. My understanding from follow-up with the retail store is thatMs. [redacted] would return the product to the retail store and they wouldpay the shipping costs to and from our factory. We agreed to repaintthe color of the towel warmer to white as requested by Ms. [redacted].There is a charge to do this, but we agreed to waive this and paintthe product another color (white) at no charge. My understanding fromtalking to the retailer is that this was a satisfactory solution toMs. [redacted]. Ms [redacted] now states in her letter below that she wants tobe reimbursed for the first custom color chosen. This was discussed byme with the retailer and the retailer said that Ms. [redacted] hadexpressed agreement to their paying specifically for the shipping costs.[redacted]