Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I will ship the defective unit back and will accept a refund
Regards,
*** ***
First I apologize for my delayed response. As far as this complaint goes we will have two options available for this customer. Be advised that our warranty is days on Scratch Dent units (he purchased a SD) and days on Open Box unitsThe first contact was outside of
the time allowed to assist. To resolve the customer's issue we have the two below options. 1. Have customer ship back the defective unit at his expense. Will require the item to be placed back in its original shipping container or have it professionally packed. The item will have to be shipped via FedEx or UPS (the same method we shipped). We will provide a credit of the amount they paid for the unit which is $We can ship him out a replacement unit. Let me know what avenue he would like to take. *** ***
*** * *** * *** ***
Hello ***, That is not how we handle issues like yoursI did review the e-mail and I apologize that the rep seemed to just blow you off and tell you the warranty had expiredI will follow up via e-mail and I will make sure I take care of youI am very sorry this happenedI have
not really seen a lot of leaking motors like this case, so I will look further into this and e-mail you directly. Thank You,*** ***
The customer called on 6/13/and stated that the unit was blowing cold air, however the unit is in a camper and it is not able to keep the camper coldThe unit is working as designedCampers do not have the same insulation as a homeThe customer was concerned that this unit had plenty of BTU
for the square footage, but did not understand that a camper, due to poor insulation, gets hot and will take more effort to keep it coolThe unit has is not failing, therefore the online retailer chose to offer a return with a restocking fee to cover the original shipping and depreciated value of the unit since it can no longer be sold as brand newThe online retailer in this instance is owned by the same parent company, but is not the same company as EdgeStarWhen *** was trying to communicate with the customer, they were interrupting and being abusive rather than listening to an explanation of how the unit works*** asked the customer to stop interrupting several times and finally stated that he would end the call of he was not going to be able to speakThe manufacturer and the retailer cannot offer any more than we already haveThe unit works as designed and the customer ordered this online without verifying that it would be suitable for their applicationThis is why this has been determined to be a "Buyers Remorse" situation. If the customer has decided that the unit is not blowing cold air even though they originally stated that it was, EdgeStar would be more than happy to inspect the unitThis unit should have a temperature difference of 15-degrees between the back intake of the unit and the front output ventWe have all the necessary thermometers in our warehouse location to perform this inspection We would require the customer to ship it in to our warehouse for inspectionIf the unit is in fact blowing cold, we would also require the customer to pay for shipping back to them, or we would contact the online retailer to refund them their money minus a 15% restocking fee
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** *** I have been contacted, and am awaiting a replacement part which should rectify the problemI will contact the Revdex.com when the situation is fixed
This unit is still covered under the manufacturers warrantyWe do not require the customer to pay for return shipping on this unitWe sell hundreds of these units per week and this is not a common problemWe will gladly take care of the issue with the unitThe customer complaint is full of
inaccurate statements such as "We fired the company that performs service on our units"? We have not fired that company and still work very closely with themHowever, they no longer use SEARS for their repairs, so our in field repair options are more limited? Also, that company is who dispatches repair technicians, we do not do this in houseWe sent the replacement parts directly to the customer and they seemed to arrive just fine, so the address we have would appear to be correctWe were never informed of any issues outside of thisAlso, this would be the second fan that failed on this unitThat being said, we would like to take a look at the unit in our facilityThe customer is correct about having only months left on the warranty, but we take great strides to verify that we repair the unit fully while it is in our facilityOur retail partners can also sell the customer a third part extended warranty for another month or so if the customer is truly worried about the longevity of the unit
Complaint: [redacted]
I am rejecting this response because:I was told by a representative that they could have searched the order using the serial number if the company my friend bought it from would have submitted the proper paperwork saying that they sold the item my question your warranty department is punishing the consumer for lack of the company's responsibility to submit the proper paperwork if that's type of warranty department you want to have I'm not surprised by there were so many other comments on this website as well as mine
Regards,
[redacted]
Hello, At this time our call volume has tripled due to the heatwaves around the nation. We are unfortunately understaffed at the moment. Please allow us the next 24-48 hours to reach out to the customer. We are able to locate the order with the information provided below. Again we apologize for the issue. Regards, [redacted] LIVINGDIRECT | Sales Manager Direct: [redacted]1 |Fax: [redacted]| [redacted] | [redacted] | [redacted] | [redacted] | And More…
Hello,As you noted, this unit is outside of the warranty period and is no longer covered for any labor or parts repairs. There are many things that could cause it to fail. Unfortunately, other than the relay, nothing that can easily be checked by a customer. It is our policy to recommend...
having a licensed HVAC technician inspect and diagnose the unit. If you are a licensed HVAC technician, I apologize, but it was not mentioned in the email chain. As was stated in the email, there is nothing we can really diagnose remotely. It is just not that simple.
Hello, You are in communication with Edgestar.com. Our records do not show any replacement order being sent out to your location. If you have an arrangement with LivingDirect.com then I will ask that you communicate with them at 1-800-297-6076 Mon - Fri. I reviewed my last response and confirmed that the number I provided to the extended warranty company is correct. At this time I will ask that you reach out to them under their contract. We apologize we are unable to assist you under our program as the item is no longer has an active warranty. Rudy Edgestar.com
I am really not sure why this story bounces around so much. It sounds like there were some issues with the original delivery of the unit. However, the time frame the customer gives does not match up with some of the names and the time in which the began working here. We have not denied any claims....
We simply ask the customer to perform maintenance, and in this case, the customer would not listen or work with us to understand that. There is only so much we can explain to a customer when they are raising their voice and interrupting.We tried our best on two separate phone calls and could not get the customer to calm down and work with our agent. All they did was demand that a technician come out and perform the maintenance that they need to perform. Unfortunately, like all products, this is not covered under the warranty and the customer would be responsible for this maintenance. This unit is operating within the specified temperature range. As our agent tried to work with the customer, the customer was interrupting and abusive. The agent (who sits right next to me) asked the customer multiple times to let him speak or he would have to end the call and move on. Since the customer would not allow for the agent to explain how the unit worked, we were unable to help the customer. Outside of this complaint, we have received multiple harassing phone calls, Facebook messages, etc. We would like ask the customer to stop harassing us. First, I would recommend, if the unit is just a few degrees above set temperature, to test the liquid temperature. The read out on the display is based off of air temperature which fluctuates up and down and is inaccurate if the door is being opened to read it. Second, if the liquid temperature is a couple of degrees warmer than the desired temperature, I would recommend unplugging the unit and defrosting for 48 hours. These units get built in, left in direct sunlight, etc. that all lead to frosting up issues. Even with the built in defrost system, we recommend a manual defrost every 3-6 months depending on the conditions the unit is kept in. I would say, based off of the customer concern, this is likely the cause of their issues. We will not pay a technician to come out and unplug the unit for the customer. Just like a car, there is some maintenance involved that the customer would be responsible for. I am more than willing to send a technician out to help the customer. However, if the unit is not failing, the customer will be billed $200 by the repair company for the visit. Maintenance would not be covered under the warranty, and if the customer would be willing to sign off on that, I will set a technician up to go out to the unit location and inspect the unit. Also, Coldstar is not a company. At least not ours.
This unit was purchased as a Scratch and Dent unit by a third party buyer. On 5/25/16 the unit was purchased for $161.99 from [redacted]. A third party bought this unit from us, not the customer. That third party marked the item up and sold it on eBay. We sold the unit to the third party for...
$161.99. That third party is who received the refund of 161.99 from PayPal. When the third party placed the order, we have no way to tell what they charged their customer and for security reasons who was on the PayPal account. We can verify that the refund was processed to the purchasing PayPal account on 7/6/16. This customer did not purchase this from an authorized re-seller and this unit should not have had any warranty due to being a Scratch and Dent item. We did our best to help out a customer who spent $161.99 with us, unaware that there was a middle man. We have tried our best to help this customer. At this point, he needs to speak to the eBay seller who sold this item.
Hello, Thank you for contacting us at [redacted]. We apologize that you have not been able to reach us last week. Our organization experienced high call volumes due to the high temperatures in the north east. Please allow us to reach out to you as early as...
tomorrow the 28th. We will do our best to resolve your issue. Again we apologize for the issue created and appreciate your patience. [redacted] --
Complaint: [redacted]
I am rejecting this response because: This company clearly sold an inferior product, then tried to blame it on me(the customer), lied about what actually transpired, then as a resolution, said I could try to sell a broken AC unit on Craigslist? Or throw it away? I want it documented how this company does not.stand behind its product and had NO customer service department to talk to. I am not happy that I bought this product from this company and would not recommend to.anyone I know!!
Regards,
[redacted]
We have offered an exchange on this unit. We asked her to help us with diagnosis. This unit was plugged into an overloaded power outlet. We are offering an exchange within the terms of the warranty. If the customer is unhappy with those terms, there is not much else we can do. It is perceived...
as being rude when giving information that the customer does not like to hear. It is unfortunate that the unit has failed, but our owners manual states that the unit NEEDS to be plugged in to it's own dedicated outlet to prevent these issues. The agents tried to explain that and were getting no cooperation. We stand by our offer to exchange the unit and will make note that the outlet is overloaded and if a similar failure occurs again, there may not be anything we can do for the customer.
This unit was out of the manufacturer warranty as of 2/21/2015. At that point the unit was under an extended warranty provided by [redacted]. At this point, there is nothing I can do to help this customer. She needs to work with the warranty company.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I will ship the defective unit back and will accept a refund
Regards,
*** ***
First I apologize for my delayed response. As far as this complaint goes we will have two options available for this customer. Be advised that our warranty is days on Scratch Dent units (he purchased a SD) and days on Open Box unitsThe first contact was outside of
the time allowed to assist. To resolve the customer's issue we have the two below options. 1. Have customer ship back the defective unit at his expense. Will require the item to be placed back in its original shipping container or have it professionally packed. The item will have to be shipped via FedEx or UPS (the same method we shipped). We will provide a credit of the amount they paid for the unit which is $We can ship him out a replacement unit. Let me know what avenue he would like to take. *** ***
*** * *** * *** ***
Hello ***, That is not how we handle issues like yoursI did review the e-mail and I apologize that the rep seemed to just blow you off and tell you the warranty had expiredI will follow up via e-mail and I will make sure I take care of youI am very sorry this happenedI have
not really seen a lot of leaking motors like this case, so I will look further into this and e-mail you directly. Thank You,*** ***
Complaint: ***
I am rejecting this response because:
Regards,
*** ***
Complaint: ***
I am rejecting this response because: Their product was poorly made, and service terrible
Regards,
*** ***
The customer called on 6/13/and stated that the unit was blowing cold air, however the unit is in a camper and it is not able to keep the camper coldThe unit is working as designedCampers do not have the same insulation as a homeThe customer was concerned that this unit had plenty of BTU
for the square footage, but did not understand that a camper, due to poor insulation, gets hot and will take more effort to keep it coolThe unit has is not failing, therefore the online retailer chose to offer a return with a restocking fee to cover the original shipping and depreciated value of the unit since it can no longer be sold as brand newThe online retailer in this instance is owned by the same parent company, but is not the same company as EdgeStarWhen *** was trying to communicate with the customer, they were interrupting and being abusive rather than listening to an explanation of how the unit works*** asked the customer to stop interrupting several times and finally stated that he would end the call of he was not going to be able to speakThe manufacturer and the retailer cannot offer any more than we already haveThe unit works as designed and the customer ordered this online without verifying that it would be suitable for their applicationThis is why this has been determined to be a "Buyers Remorse" situation. If the customer has decided that the unit is not blowing cold air even though they originally stated that it was, EdgeStar would be more than happy to inspect the unitThis unit should have a temperature difference of 15-degrees between the back intake of the unit and the front output ventWe have all the necessary thermometers in our warehouse location to perform this inspection We would require the customer to ship it in to our warehouse for inspectionIf the unit is in fact blowing cold, we would also require the customer to pay for shipping back to them, or we would contact the online retailer to refund them their money minus a 15% restocking fee
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** *** I have been contacted, and am awaiting a replacement part which should rectify the problemI will contact the Revdex.com when the situation is fixed
This unit is still covered under the manufacturers warrantyWe do not require the customer to pay for return shipping on this unitWe sell hundreds of these units per week and this is not a common problemWe will gladly take care of the issue with the unitThe customer complaint is full of
inaccurate statements such as "We fired the company that performs service on our units"? We have not fired that company and still work very closely with themHowever, they no longer use SEARS for their repairs, so our in field repair options are more limited? Also, that company is who dispatches repair technicians, we do not do this in houseWe sent the replacement parts directly to the customer and they seemed to arrive just fine, so the address we have would appear to be correctWe were never informed of any issues outside of thisAlso, this would be the second fan that failed on this unitThat being said, we would like to take a look at the unit in our facilityThe customer is correct about having only months left on the warranty, but we take great strides to verify that we repair the unit fully while it is in our facilityOur retail partners can also sell the customer a third part extended warranty for another month or so if the customer is truly worried about the longevity of the unit
Complaint: [redacted]
I am rejecting this response because:I was told by a representative that they could have searched the order using the serial number if the company my friend bought it from would have submitted the proper paperwork saying that they sold the item my question your warranty department is punishing the consumer for lack of the company's responsibility to submit the proper paperwork if that's type of warranty department you want to have I'm not surprised by there were so many other comments on this website as well as mine
Regards,
[redacted]
Hello, At this time our call volume has tripled due to the heatwaves around the nation. We are unfortunately understaffed at the moment. Please allow us the next 24-48 hours to reach out to the customer. We are able to locate the order with the information provided below. Again we apologize for the issue. Regards, [redacted] LIVINGDIRECT | Sales Manager Direct: [redacted]1 |Fax: [redacted]| [redacted] | [redacted] | [redacted] | [redacted] | And More…
The unit is operating as designed. We have offered what is available to the customer. We have no further action we can take.
Hello,As you noted, this unit is outside of the warranty period and is no longer covered for any labor or parts repairs. There are many things that could cause it to fail. Unfortunately, other than the relay, nothing that can easily be checked by a customer. It is our policy to recommend...
having a licensed HVAC technician inspect and diagnose the unit. If you are a licensed HVAC technician, I apologize, but it was not mentioned in the email chain. As was stated in the email, there is nothing we can really diagnose remotely. It is just not that simple.
Your unit is outside of the warranty. Just like all products from appliances to cars, warranty periods do eventually expire.
Hello, You are in communication with Edgestar.com. Our records do not show any replacement order being sent out to your location. If you have an arrangement with LivingDirect.com then I will ask that you communicate with them at 1-800-297-6076 Mon - Fri. I reviewed my last response and confirmed that the number I provided to the extended warranty company is correct. At this time I will ask that you reach out to them under their contract. We apologize we are unable to assist you under our program as the item is no longer has an active warranty. Rudy Edgestar.com
I am really not sure why this story bounces around so much. It sounds like there were some issues with the original delivery of the unit. However, the time frame the customer gives does not match up with some of the names and the time in which the began working here. We have not denied any claims....
We simply ask the customer to perform maintenance, and in this case, the customer would not listen or work with us to understand that. There is only so much we can explain to a customer when they are raising their voice and interrupting.We tried our best on two separate phone calls and could not get the customer to calm down and work with our agent. All they did was demand that a technician come out and perform the maintenance that they need to perform. Unfortunately, like all products, this is not covered under the warranty and the customer would be responsible for this maintenance. This unit is operating within the specified temperature range. As our agent tried to work with the customer, the customer was interrupting and abusive. The agent (who sits right next to me) asked the customer multiple times to let him speak or he would have to end the call and move on. Since the customer would not allow for the agent to explain how the unit worked, we were unable to help the customer. Outside of this complaint, we have received multiple harassing phone calls, Facebook messages, etc. We would like ask the customer to stop harassing us. First, I would recommend, if the unit is just a few degrees above set temperature, to test the liquid temperature. The read out on the display is based off of air temperature which fluctuates up and down and is inaccurate if the door is being opened to read it. Second, if the liquid temperature is a couple of degrees warmer than the desired temperature, I would recommend unplugging the unit and defrosting for 48 hours. These units get built in, left in direct sunlight, etc. that all lead to frosting up issues. Even with the built in defrost system, we recommend a manual defrost every 3-6 months depending on the conditions the unit is kept in. I would say, based off of the customer concern, this is likely the cause of their issues. We will not pay a technician to come out and unplug the unit for the customer. Just like a car, there is some maintenance involved that the customer would be responsible for. I am more than willing to send a technician out to help the customer. However, if the unit is not failing, the customer will be billed $200 by the repair company for the visit. Maintenance would not be covered under the warranty, and if the customer would be willing to sign off on that, I will set a technician up to go out to the unit location and inspect the unit. Also, Coldstar is not a company. At least not ours.
This unit was purchased as a Scratch and Dent unit by a third party buyer. On 5/25/16 the unit was purchased for $161.99 from [redacted]. A third party bought this unit from us, not the customer. That third party marked the item up and sold it on eBay. We sold the unit to the third party for...
$161.99. That third party is who received the refund of 161.99 from PayPal. When the third party placed the order, we have no way to tell what they charged their customer and for security reasons who was on the PayPal account. We can verify that the refund was processed to the purchasing PayPal account on 7/6/16. This customer did not purchase this from an authorized re-seller and this unit should not have had any warranty due to being a Scratch and Dent item. We did our best to help out a customer who spent $161.99 with us, unaware that there was a middle man. We have tried our best to help this customer. At this point, he needs to speak to the eBay seller who sold this item.
Hello, Thank you for contacting us at [redacted]. We apologize that you have not been able to reach us last week. Our organization experienced high call volumes due to the high temperatures in the north east. Please allow us to reach out to you as early as...
tomorrow the 28th. We will do our best to resolve your issue. Again we apologize for the issue created and appreciate your patience. [redacted] --
Complaint: [redacted]
I am rejecting this response because: This company clearly sold an inferior product, then tried to blame it on me(the customer), lied about what actually transpired, then as a resolution, said I could try to sell a broken AC unit on Craigslist? Or throw it away? I want it documented how this company does not.stand behind its product and had NO customer service department to talk to. I am not happy that I bought this product from this company and would not recommend to.anyone I know!!
Regards,
[redacted]
We have offered an exchange on this unit. We asked her to help us with diagnosis. This unit was plugged into an overloaded power outlet. We are offering an exchange within the terms of the warranty. If the customer is unhappy with those terms, there is not much else we can do. It is perceived...
as being rude when giving information that the customer does not like to hear. It is unfortunate that the unit has failed, but our owners manual states that the unit NEEDS to be plugged in to it's own dedicated outlet to prevent these issues. The agents tried to explain that and were getting no cooperation. We stand by our offer to exchange the unit and will make note that the outlet is overloaded and if a similar failure occurs again, there may not be anything we can do for the customer.
This unit was out of the manufacturer warranty as of 2/21/2015. At that point the unit was under an extended warranty provided by [redacted]. At this point, there is nothing I can do to help this customer. She needs to work with the warranty company.