WTM Heating & Cooling

Complaint: I am rejecting this response because I want the records to show FULL refund was processed and approved by PayPal not Moonlight FeathersRevdex.com you can close this claim Thanks to PayPal it has been resolved Regards, Angela ***

Hi Ms***,As of today, I see your return package is in our local townI have issued a full refund as we had told youI am sorry for the troubleMerry Christmas. Sincerely,J*** ***

Complaint: 12556797
I am rejecting this response because I want the records to show FULL refund was...

processed and approved by PayPal not Moonlight Feathers. Revdex.com you can close this claim Thanks to PayPal it has been resolved. 
Regards,
Angela [redacted]

Ms B[redacted] did indeed place an order with us on April 1. The package was delivered to her on April 3rd. I had an investigation launched with her local post office in Salt Lake City. They responded with the detailed tracking information attached and the GPS location of the destination scan. She told...

us that the mail box was open when she went to get her mail and nothing was inside. Unfortunately, insurance does not cover a package that was delivered and then later lost through either negligence or theft. We responded to every email and phone message she sent us, but it did not help to explain this fact to her. We understand that packages can be stolen. As a courtesy to our customers who are a victim of theft, we offer to cover 50% of the replacement cost of the goods.  Ms B[redacted] chose not to take advantage of this. I truly want to help her in any way possible, but am having a difficult time communicating with her due to her passionate nature and colorful language. After reading through the email correspondence very carefully, it does appear that one comment made by our customer service rep could be loosely understood as a promise to cover the cost of her order. Based on this, I was able to give her a full refund. It is not our policy to refund on packages that have been delivered and this instance is not covered by insurance. I have chosen to take her word for loss rather than assume the opposite. I wish her all the best in her future endeavors.