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 [redacted] was trying to communicate with the customer, they were interrupting and being abusive rather than listening to an explanation of how the unit works [redacted] 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
Complaint: [redacted] I am rejecting this response because: I am fully cooperative with the companyEverything they have said is falseThe outlet was not overloaded and my boyfriend who originally spoke to the company rep was very upfront about what had occurredThey were being rude when they asked me if I was really 'complaining' about the length of time this process was talkingAnd now they are lying about what actually happenedI do not want.to work with this companyAs I have stated, the only resolution I eill.accept is a full refund of.the purchase price Regards, [redacted]
Hello [redacted] ***EdgeStar does in fact stand behind our productsYour product, a [redacted] , comes with a year replacement parts, and days repair labor warrantyYour unit was over year outside of the warranty on the labor when you initially e-mailed inAt that time, our agent informed you that the best option on was to have the unit diagnosedHere is a quote from the e-mail: " [redacted] The most likely problem that would cause the behavior you described is a failed circuit board, however we do recommend diagnosis by a qualified appliance technician before buying replacement parts, as they are non-refundableWe do have the replacement circuit boards in stock and they are $If you'd like to place the order, we can be reached at [redacted] , M-F from 8:AM to 4:PM."At the time of purchase, you were given several different extended warranty options and declined to purchase oneJust like a car, or electronics, or any other appliance, there are moving parts that do sometimes failThat is why warranties and extended warranties existHowever, yours has expired thus ending any obligation EdgeStar has to repair the unit at no costWe would love to offer you a 5% discount on a replacement item or any additional parts that may be needed to repair the item
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThe company needs to forward a label as soon as possible and expedite the shipping of the new one once the old one is received Regards, [redacted]
I'm sorry you had problems with the dehumidifier you purchased on 6/1/ The manufacturers warranty on this specific unit is year for parts and days for labor In this specific instance there was an extended warranty purchased through a 3rd party who would provide support beyond the manufacturers warranty period During this process we do what we can to assist with diagnosis but the decision to repair or replace is ultimately up to the extended warranty company It does appear the extended warranty made the decision to replace your unit and the replacement unit was delivered on August 26th If there is anything we as a manufacturer can do to further assist in this process please let us know
I am really not sure why this story bounces around so muchIt sounds like there were some issues with the original delivery of the unitHowever, the time frame the customer gives does not match up with some of the names and the time in which the began working hereWe 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 thatThere 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 agentAll they did was demand that a technician come out and perform the maintenance that they need to performUnfortunately, like all products, this is not covered under the warranty and the customer would be responsible for this maintenanceThis unit is operating within the specified temperature rangeAs our agent tried to work with the customer, the customer was interrupting and abusiveThe 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 onSince the customer would not allow for the agent to explain how the unit worked, we were unable to help the customerOutside of this complaint, we have received multiple harassing phone calls, Facebook messages, etcWe 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 temperatureThe 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 hoursThese units get built in, left in direct sunlight, etcthat all lead to frosting up issuesEven with the built in defrost system, we recommend a manual defrost every 3-months depending on the conditions the unit is kept inI would say, based off of the customer concern, this is likely the cause of their issuesWe will not pay a technician to come out and unplug the unit for the customerJust 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 customerHowever, if the unit is not failing, the customer will be billed $by the repair company for the visitMaintenance 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 unitAlso, Coldstar is not a companyAt least not ours
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-Mon - Fri I reviewed my last response and confirmed that the number I provided to the extended warranty company is correctAt 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
Hello, Thank you for contacting us at Edgestar.com I reviewed your case and attempted to trace the return transit bag with no success At this time I would like to offer a solution that I believe will remedy this issue If you agree to remove the Revdex.com dispute I will arrange for our system to provide a full credit The credit will be issued back to you Visa (***) with in hours of this dispute being removed If you for any reason receive the transit back to your location then I will ask that you discard of it as you see fitI will not require the unit to be returned Please confirm you accept this offer by closing the dispute Below is my information if you wish to contact me directly *** Edgestar Sales / Service Manager [redacted] ***
It would seem as there is nothing we can do to help this customerWe have offered an exchange per the warrantyIf that is not sufficient the customer can go ahead and sell the unit on Craigslist or throw it away
This unit was out of the manufacturer warranty as of 2/21/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 customerShe needs to work with the warranty company
Hello, If the customer is looking to return the unit then we will ask that they follow the below steps Item must be placed in the original box with all of items that secures the safe arrival If you the customer does not have the original box and materials to secure the unit then we will ask that he professional box it Our intension is to repair the unit upon receipt so it is important that we have the unit returned in the same physical condition it arrived to our customer Please be advised that if the unit is not boxed properly and item arrives damage due to improper packaging then we will have the ability to reduce the credit or refuse and void credit Please secure the unit to avoid any issuesUnit will need to be shipped Fedex, UPS or DHL We do not accept delivery from USPSPlease place RA on the box ***
This unit was purchased as a Scratch and Dent unit by a third party buyerOn 5/25/the unit was purchased for $from [redacted] A third party bought this unit from us, not the customerThat third party marked the item up and sold it on eBayWe sold the unit to the third party for $That third party is who received the refund of from PayPalWhen 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/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 itemWe did our best to help out a customer who spent $with us, unaware that there was a middle manWe have tried our best to help this customerAt this point, he needs to speak to the eBay seller who sold this item
Thank you for your replyIf you do not have any further information, I cannot look it upPlease have Revdex.com pursue thisThey will close this since you cannot provide enough information for us to help you out
I would like to start by offering a sincere apology to [redacted] for the problem he had with his purchase as well as the difficulty in reaching our warranty to request assistance We have offered to exchange the unit for him and after speaking with him he’s chosen to decline that request since the unit is currently operating normally This offer still stands and it has been notated on his account in case the symptoms return With the unit being under warrant this is typically the route we would take after doing some basic troubleshooting As for the wait times to speak with our team, we have hired additional agents to help assist with the call volume and once they finish training customer wait times will drop considerably
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]
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 toI am not happy that I bought this product from this company and would not recommend to.anyone I know!! Regards, [redacted]
Hello,As you noted, this unit is outside of the warranty period and is no longer covered for any labor or parts repairsThere are many things that could cause it to failUnfortunately, 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 unitIf you are a licensed HVAC technician, I apologize, but it was not mentioned in the email chainAs was stated in the email, there is nothing we can really diagnose remotelyIt is just not that simple
Complaint: [redacted] I am rejecting this response because: Regards, [redacted] my machine smells because it does not workit worked for two months and I waited several for some action a new maintainence company took over came two times came to my house and did not fix it and I am still waiting to wash my clothesI am sure the second machine was not new it was reconditioned, I was several months without a machine until better business helped me get another machine months later I am still running to get my clothes washedDoes anyone realize how much money it is to wash a nd dry clothes at a laundramat?I am on a fixed income and disabled I really need someone to help me solve this problem I am definitely taken advantage ofthank 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 [redacted] was trying to communicate with the customer, they were interrupting and being abusive rather than listening to an explanation of how the unit works [redacted] 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
Complaint: [redacted] I am rejecting this response because: I am fully cooperative with the companyEverything they have said is falseThe outlet was not overloaded and my boyfriend who originally spoke to the company rep was very upfront about what had occurredThey were being rude when they asked me if I was really 'complaining' about the length of time this process was talkingAnd now they are lying about what actually happenedI do not want.to work with this companyAs I have stated, the only resolution I eill.accept is a full refund of.the purchase price Regards, [redacted]
Hello [redacted] ***EdgeStar does in fact stand behind our productsYour product, a [redacted] , comes with a year replacement parts, and days repair labor warrantyYour unit was over year outside of the warranty on the labor when you initially e-mailed inAt that time, our agent informed you that the best option on was to have the unit diagnosedHere is a quote from the e-mail: " [redacted] The most likely problem that would cause the behavior you described is a failed circuit board, however we do recommend diagnosis by a qualified appliance technician before buying replacement parts, as they are non-refundableWe do have the replacement circuit boards in stock and they are $If you'd like to place the order, we can be reached at [redacted] , M-F from 8:AM to 4:PM."At the time of purchase, you were given several different extended warranty options and declined to purchase oneJust like a car, or electronics, or any other appliance, there are moving parts that do sometimes failThat is why warranties and extended warranties existHowever, yours has expired thus ending any obligation EdgeStar has to repair the unit at no costWe would love to offer you a 5% discount on a replacement item or any additional parts that may be needed to repair the item
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThe company needs to forward a label as soon as possible and expedite the shipping of the new one once the old one is received Regards, [redacted]
I'm sorry you had problems with the dehumidifier you purchased on 6/1/ The manufacturers warranty on this specific unit is year for parts and days for labor In this specific instance there was an extended warranty purchased through a 3rd party who would provide support beyond the manufacturers warranty period During this process we do what we can to assist with diagnosis but the decision to repair or replace is ultimately up to the extended warranty company It does appear the extended warranty made the decision to replace your unit and the replacement unit was delivered on August 26th If there is anything we as a manufacturer can do to further assist in this process please let us know
I am really not sure why this story bounces around so muchIt sounds like there were some issues with the original delivery of the unitHowever, the time frame the customer gives does not match up with some of the names and the time in which the began working hereWe 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 thatThere 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 agentAll they did was demand that a technician come out and perform the maintenance that they need to performUnfortunately, like all products, this is not covered under the warranty and the customer would be responsible for this maintenanceThis unit is operating within the specified temperature rangeAs our agent tried to work with the customer, the customer was interrupting and abusiveThe 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 onSince the customer would not allow for the agent to explain how the unit worked, we were unable to help the customerOutside of this complaint, we have received multiple harassing phone calls, Facebook messages, etcWe 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 temperatureThe 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 hoursThese units get built in, left in direct sunlight, etcthat all lead to frosting up issuesEven with the built in defrost system, we recommend a manual defrost every 3-months depending on the conditions the unit is kept inI would say, based off of the customer concern, this is likely the cause of their issuesWe will not pay a technician to come out and unplug the unit for the customerJust 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 customerHowever, if the unit is not failing, the customer will be billed $by the repair company for the visitMaintenance 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 unitAlso, Coldstar is not a companyAt least not ours
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-Mon - Fri I reviewed my last response and confirmed that the number I provided to the extended warranty company is correctAt 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
Hello, Thank you for contacting us at Edgestar.com I reviewed your case and attempted to trace the return transit bag with no success At this time I would like to offer a solution that I believe will remedy this issue If you agree to remove the Revdex.com dispute I will arrange for our system to provide a full credit The credit will be issued back to you Visa (***) with in hours of this dispute being removed If you for any reason receive the transit back to your location then I will ask that you discard of it as you see fitI will not require the unit to be returned Please confirm you accept this offer by closing the dispute Below is my information if you wish to contact me directly *** Edgestar Sales / Service Manager [redacted] ***
It would seem as there is nothing we can do to help this customerWe have offered an exchange per the warrantyIf that is not sufficient the customer can go ahead and sell the unit on Craigslist or throw it away
This unit was out of the manufacturer warranty as of 2/21/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 customerShe needs to work with the warranty company
Hello, If the customer is looking to return the unit then we will ask that they follow the below steps Item must be placed in the original box with all of items that secures the safe arrival If you the customer does not have the original box and materials to secure the unit then we will ask that he professional box it Our intension is to repair the unit upon receipt so it is important that we have the unit returned in the same physical condition it arrived to our customer Please be advised that if the unit is not boxed properly and item arrives damage due to improper packaging then we will have the ability to reduce the credit or refuse and void credit Please secure the unit to avoid any issuesUnit will need to be shipped Fedex, UPS or DHL We do not accept delivery from USPSPlease place RA on the box ***
This unit was purchased as a Scratch and Dent unit by a third party buyerOn 5/25/the unit was purchased for $from [redacted] A third party bought this unit from us, not the customerThat third party marked the item up and sold it on eBayWe sold the unit to the third party for $That third party is who received the refund of from PayPalWhen 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/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 itemWe did our best to help out a customer who spent $with us, unaware that there was a middle manWe have tried our best to help this customerAt this point, he needs to speak to the eBay seller who sold this item
Thank you for your replyIf you do not have any further information, I cannot look it upPlease have Revdex.com pursue thisThey will close this since you cannot provide enough information for us to help you out
I would like to start by offering a sincere apology to [redacted] for the problem he had with his purchase as well as the difficulty in reaching our warranty to request assistance We have offered to exchange the unit for him and after speaking with him he’s chosen to decline that request since the unit is currently operating normally This offer still stands and it has been notated on his account in case the symptoms return With the unit being under warrant this is typically the route we would take after doing some basic troubleshooting As for the wait times to speak with our team, we have hired additional agents to help assist with the call volume and once they finish training customer wait times will drop considerably
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]
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 toI am not happy that I bought this product from this company and would not recommend to.anyone I know!! Regards, [redacted]
The unit is operating as designedWe have offered what is available to the customerWe 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 repairsThere are many things that could cause it to failUnfortunately, 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 unitIf you are a licensed HVAC technician, I apologize, but it was not mentioned in the email chainAs was stated in the email, there is nothing we can really diagnose remotelyIt is just not that simple
Complaint: [redacted] I am rejecting this response because: Regards, [redacted] my machine smells because it does not workit worked for two months and I waited several for some action a new maintainence company took over came two times came to my house and did not fix it and I am still waiting to wash my clothesI am sure the second machine was not new it was reconditioned, I was several months without a machine until better business helped me get another machine months later I am still running to get my clothes washedDoes anyone realize how much money it is to wash a nd dry clothes at a laundramat?I am on a fixed income and disabled I really need someone to help me solve this problem I am definitely taken advantage ofthank you