ComplaintsforPower Equipment Direct, Inc.

• Initial Complaint

  10/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In August 12 2024 purchased a new Generac GP ***** EFI . I live in ******* and now during hurricane ****** I used it and it works like a champ for three days. At the third day it stopped running and I cant get it to work again. Customer support said to call a local dealer. Local dealers do not respond after hours calls. Three days used between 12 to 14 hours total and now it doesnt work. BAD BAD PRODUCT, dont buy GENERAC, THEY HAVE BAD TECH SUPPORT, LOW QUALITY. **

  Business response

  10/15/2024

  Good Morning,
  What can cause your unit to shut down and not start back up is the Low Oil Shut down feature. Check the oil and/or change the oil in the unit and try starting the unit back up again. It is a safety feature so that the engine does not fail. In your manual there are instructions on how to check this, please see page 16. If that does not work, your unit does have a 3 year Generac supported warranty and you also purchased the extended 2 year extended repair warranty.
  Here are 3 local service centers that are Generac Certified:
  Henriquez Electric Corp
  4101 W Linebaugh Ave
  Tampa, IL 33624
  813-829-0037
  
  Allens Electric & Appliance
  6641 US Highway 301 South
  Riverview, FL 33569
  813-677-3830
  
  Air Hydraulic Electric Service
  7300 58th St N
  Pinellas Park, FL 33781
  
  If you can not reach anyone on those lines, you can reach out to Generac Directly at 888-436-3722.
  
  Thanks You. 

  Customer response

  10/15/2024

   
  Complaint: 22417445
  
  I am rejecting this response because:

  
  I did call all three dealers provided by the seller previously and none of the numbers responded or returned my calls. Also called Generac support number provided by the seller and their response was to contact a local dealer which I did and still waiting for response. This is extremely disrespectful for the people that sacrifice taking a loan to purchase a product that lasted three days. This is a brand new product that came with two quarts of oil which I put in the engine before first starting and it worked perfectly fine for three days, checked brand new oil and it is full. Oil safety features is not the issue. Since all responses are vague, seller and manufacturer are not taking any responsibility, I want refund or replacement, this unit is definitely not working properly.
  Sincerely,
  
  Jose Marcano

  Business response

  10/16/2024

  It looks like you’re in a challenging situation after Hurricane Milton. Since the suggested dealers may be impacted, it’s wise to reach out to those in the wider area. They might be able to help troubleshoot your unit over the phone or provide service if they’re operational. Getting it looked at by a professional is essential to determine what went wrong.  Here are some other Dealers they maybe able to assist:

  Mac Daddy Sales & Service Co Inc.
  6630 Land O Lakes BLVD
  Land O Lakes FL 34638
  813-406-7796
  
  Bowling Green Small Engine
  4702 US HWY 17N
  Bowling Green, FL 33834
  863-375-4056
  
  It’s good to know that your item is covered under the Generac warranty. If they determine that it’s defective, you’ll be able to either get it fixed or replaced. Be sure to have any necessary documentation ready when you contact them or the service center. 

  Customer response

  10/17/2024

   
  Complaint: 22417445
  
  I am rejecting this response because:

  seller needs to review my order to understand that the product I purchased is a whole house generator which it is considered portable. Authorized dealers suggested by the seller are over 25 miles away and DO NOT offer service calls on premises. My generator is 420 pounds which makes it really difficult to transport. Generac needs to make sure on premises service is available for this product.

  
  Sincerely,
  
  Jose Marcano

• Initial Complaint

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought ************ *****dfc duel fuel generator which is gasoline and propen by mistake I need it tri fuel generator I called PED twice all they says past 30days nothing they can do about it they will not return it for me this generator never been used still in box never put any gasoline in generator I am willing to spend extra money to buy tri fuel.

  Business response

  09/23/2024

  After investigating your case, we found that you purchased your item from Electric Generators Direct on April 16, 2024. The item was ordered and shipped the same day, and we have confirmation that it was signed for upon delivery on April *******. (please see the attached receipt and photo).
  As per our return policy, we can only accept returns for unopened products within 30 days of delivery. Our records indicate we did not receive any communication from you until September 3, 2024, regarding your order. At that point, we could no longer accept the item for return. We recommend considering selling the item locally to recover some costs.
  Regarding your request for the WGEN14500TFC, we anticipate receiving stock from the manufacturer by December, but this is only an estimate.
  If you have any further questions or concerns, please dont hesitate to reach out.

  Customer response

  09/23/2024

   
  Complaint: 22313233
  
  I am rejecting this response because: 

  I was talking ************ since may under 30days return I have ope case since may case number SC274366 if you wish to contact them ask about my case all I got was transfer to transfer to transfer called them for past 4 month about my case I also called Midwest equipment spoke to jammy for past 4month also ************ ask her about my case also no one told me I had to call PED  for answer.  I just want to trade this to trifuel so I can use it for my natural gas line that I spend 700 to have some one to install. This is worse past 4 month I had about this generator 
  
  Sincerely,
  
  ****** *****

  Business response

  09/24/2024

  Dear ****** *****, 

  We have reached out to the manufacturer ************ with the information that was provided.

  ************ advised that while speaking to you on multiple occasions,that you could not return the generator directly back to them nor would they be able to process any kind of upgrade. They also advised that you were directed back to Electric Generators Direct for point of purchase several times.

  This purchase was not made through ************, at this point there is nothing further ************ can do to assist at this time.

  We can no longer accept the item for return. We recommend selling the item locally to recover some costs.

  Customer response

  09/24/2024

   
  Complaint: 22313233
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  08/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a Liberty Pumps Pro370/380 Series Access ************* (ARC18) 8/11/24 at 2:45PM. My plumber told me it was the wrong part and to cancel the order but ((there is no way on Sump Pumps Direct website to cancel an order just placed)) so I emailed a cancellation notice 8/11/24 at 3:13PM. That generated an auto response indicating they would contact me within 1-2 business days. The next morning on 8/12/24 at ((((9:30am)))) Sump Pumps Direct sent me an email saying they couldn't cancel the order in time because it had already shipped (Case #********). (Order #EA154015). They will only credit $250.65 from an original $285.69 bill. To be honest, I doubt they'll ever credit the amount owed to me unless I drive to their offices and retrieve the credit myself.

  Business response

  08/19/2024

  We apologize for the confusion regarding your cancellation and refund. Our refund is: "Unopened Merchandise You may return any "unopened" products and accessories within 30 days of delivery for a full refund. Simply return the item to us, purchasing a label directly through *** or ****** Using a non-approved shipping method will often result in delays and damages that impact our ability to process your refund. Some products include free shipping, so if you return one of these products our actual outbound shipping costs will be deducted from your return refund."

  The email you received showed the price of the product, without taxes which would be calculated at the time of refund, minus the outbound shipping charges. However, as a one time courtesy we will authorize a full refund once the product has been returned to us and deemed in sellable condition. 

• Initial Complaint

  08/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a ************ Generator from them on Sunday 07/21/24. The unit arrived on Friday 07/26/24 without signature and just deposited on my driveway. Saturday morning when I inspected the box I could already tell major issues due to the box condition. Once I had everything unpacked it was easy to see that this unit was destroyed and crushed on one side. Completely unusable.This unit was clearly the last unit they had in stock as the inventory showed out of stock the next day after my order. Hard for me to believe they didn't know about the issues prior to shipping it to me. I immediately emailed them photos and contacted PED by phone on Monday 07/29/24 (since they aren't open on weekend), asking for a refund and guidance on what to do with the destroyed unit. I've since called two other times and spoken to their support. It is now 08/02/24 and I still don't have any guidance and no ETA on a refund or pickup/disposal of unit.I live in ***** and needed a generator for hurricane season and have since had to purchase another generator elsewhere. I would like my money refunded and guidance on what to do with this destroyed product they sold me. Will never use them again. Terrible post sale service. Should have paid more attention to the online reviews.

  Business response

  08/06/2024

  We apologize for the delay in responding. An email was sent to the address on file outlining the instructions for the pickup of the damaged unit and refund.

  Customer response

  08/12/2024

   
  Complaint: 22084249
  
  I am rejecting this response because: I have still not received my refund.  Furthermore, the proposed refund from the company was less than what I paid for the product (didn't include the tax I paid).

  There was language at the bottom of the document that referenced the refund depended on PED inspecting the equipment first.  

  
  Sincerely,
  
  ***************

  Business response

  08/15/2024

  Our records indicate your return and refund of $1,132.92, were processed on our end. It may take a few days for your bank to apply the funds back to your account. Thank you for your patience. 

  Customer response

  08/17/2024

   
  Complaint: 22084249
  
  I am rejecting this response because: This is an untrue statement again.  Spoke with my credit card company again tonight and nothing has been issued or is in process from your company.  Unfortunately, I will now start the dispute process with PED and have to use legal means to retrieve my money from them.
  
  Sincerely,
  
  ***************

• Initial Complaint

  05/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The defective pump has been on hold for over an hour for RMA. I sent it back, but it would not send another pump out my money and pump...Scammers. . also, on the site, it says they have a 5-star review from ****** when it is 2.7. Scammers

  Business response

  05/20/2024

  The pump was returned without authorization by us or the manufacturer.  In addition, the pump was installed.  A refund is not due.  There is no scam.  You did not follow appropriate procedure.  If there was an issue with the pump, a manufacturer warranty claim should have been filed.  Please refer to our Return Policy on our website for more details.

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/21/23 I purchased online a ******* system pump assembly from power equipment direct. Order number is EI593517 I was unable to get plumber out here until just now and when he looked at the unit he said the part had been used, had glue on the outlet pipe and was cut off where someone had apparently glued pipe to it and then cut it off. From this this, in addition to being used equipment sold as new, it will not be suitable for use and I contacted the company and was told they only offer refunds within 30 days. I explained the part being used and it did not seem to matter. I have original packaging and just want a refund.

  Business response

  02/13/2024

  Thank you for the opportunity to address these concerns.  Our products are received directly from the manufacturers in new condition.  We do not sell used items.  Customers are asked to inspect items upon arrival and to immediately report any concerns. This was delivered over 80 days ago and well outside our return window.  We are unable to honor your request for a return.

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought 6 ***** portable generators, in which they all have recall on the product , so now I can't use them. Safety issues won't work with what paid for . I want my money back.

  Business response

  11/13/2023

  We are sorry for the issues you are experiencing with your units. Please understand all factory recalls are handled by the manufacturer themselves, and working with them directly is the best course of action. And while we understand the frustration, the experience you are having should not reflect on us as the retailer as we are very limited with our ability to assist over five years after date of purchase. 

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ACWholesalers.com sold me a broken ************ ***** 36k BTU - Outdoor Condenser -(LMU363HV)). The unit was professionally installed September 25th. The installer told me the circuit boards inside the condenser were faulty - after a diagnosis was performed the manufacturer ** also confirmed the circuit boards were corrupted. The manufacturer instructed me to contact ACwholesalers.com for a new condenser unit. Instead the retailer has insisted replacement parts will fix the condenser. It has been 60 days and the part is still on backorder and isn't expected to be available till end of December. It's unclear if the part will fix the condenser. I have requested a new condenser unit and not replacement parts. They have refused. The unit never worked and was broken upon delivery. They are violating their own return/refund policy. This unit is intended to heat my house. I am without heat until this is resolved. At this point I just want my money back.

  Business response

  11/13/2023

  We are sorry for the issues you are experiencing with your unit. Please understand that we are required by ** to go through their warranty process before they will authorize any actions. We have confirmed with ** the estimated ship date for the part that has been been on back order with the manufacturer. As of 11/13/23 you have agreed to wait until the part is received to see if it will correct the issue as stated by **. Additionally, you have stated the unit was professionally installed and should further escalation be needed with ** a copy of the installation invoice would need to be provided. We appreciate your patience and cooperation as we work to help resolve this matter. 

  Customer response

  11/21/2023

   
  Complaint: 20850493
  
  I am rejecting this response because:  

  It has been 77 days since I purchased the faulty condenser from ACwholesalers.   According to the technician at the ** Manufacturer, the unit was properly installed and passed the diagnosis and voltage readings.  

  There is an implicit guarantee when a buyer purchases a product from a retailer, that the product works.  This has not been the case with ACwholesalers.   To date, I am still waiting on the replacement part that ACWholesalers claims will fix the faulty condenser, installation of said part will cost me additional money.  It is not guaranteed the part will fix the unit.   When will the replacement part be delivered and what assurance do I have it will work?

  ACWholesalers claims I need to provide a 14 page questionnaire from the installer and the installers invoice to receive a new condenser unit. At time of purchase, these requirements were not communicated to the seller as a condition of warranty or product refund - I did not consent to such requirements at time of purchase, and was under the belief the retailer stood behind the products it sold.  

  I kindly ask for either a refund or a new condenser.  Winter is nearly here, and we have no heat pump. 

  Sincerely,
  

  *************************

  Business response

  11/24/2023

  In further investigation it shows that you are actively working with our Warranty team to resolve this issue. Last communications show that you were to submit a new photo showing the corrected wiring along with an Invoice from the installer as per requirement by the vendor. It has been confirmed by ** that the required part shows shipping out on 11/26/23. As a retailer for ** we are required to follow their process when dealing with issues such as this. Although I am sure this can be seen as an inconvenience these steps must be followed in order to resolve. Please continue to work with the Warranty team as you have been to ensure a resolution.

  Customer response

  11/29/2023

   
  Complaint: 20850493
  
  I am rejecting this response because:

  As expected, the replacement part was not shipped on November 27th and is now backordered to December 26th.  The vendor has known of the defective condenser unit since September 25th when the claim was filed.  We are now approaching the 100-day **** since date of original purchase; the vendor has had more than a reasonable amount of time to rectify their wrongdoing by either providing a refund or shipping a replacement condenser unit. 

  The unit was properly installed, voltage readings passed as confirmed by the ** manufacturer; they agreed the condenser unit was sold defective.  At no point during time of purchase did the vendor communicate that a 14 page installation questionnaire and installation invoice would be required as a condition of a working unit.  It is implied that a vendor is acting in good faith that their products are in working condition.

  As a last resort, the vendor is now claiming electrical terminal rings are required as a condition of a working unit.  If that were true, the voltage readings would have failed, the ** manufacturer would have identified this as the source error and the issue would have been easily resolved.  The installer came back and used ring terminals; the unit is still defective. 

  I will provide photo evidence of the ring terminals, the contractor invoice and a 14 page installer questionnaire however the vendor has provided zero assurance any of this will make a difference.  At the end of the day, its nearly winter and a broken condenser was sold to me.  

  
  Sincerely,
  
  *************************

• Initial Complaint

  10/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  September 27, 2023 I purchased and, paid for in full, a Log Splitter from Power Equipment direct. Included in my purchase was a machine and a cover, 1 package, 1 price. A few days later the machine arrived and was determined to be inoperable and defective. I was offered a refund, not a replacement. I was told to dispose of the machine at my expense. It weighs over 500 lbs. I received a credit of *******, 30 dollars less than what I paid. When I inquired I was told the cover was not damaged so I was being charged. This is absurd. It was one item I purchased, they can't break it apart now. This company is dishonest and I believe they knew the machine was defective and deliberately disposed of it by shipping it to me and now are trying to sell me a useless cover. They don't offer this product any longer. I want my money in full and they should pay for the removal of their junk from my property.

  Business response

  10/24/2023

  We are sorry that your log splitter was damaged in shipping.  We do not benefit in anyway by shipping out defective merchandise and we do not engage in that practice.   We have refunded you in full for the log splitter and the cover.  We do not need the product back and will reach out with some solutions to dispose of the unit.

  Customer response

  10/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  10/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 12th I placed an order with AC Wholesalers for a air conditioner, the size of air conditioner recommended by **W was not right size told by installer. I called **W back asked, for payment to be stopped I would reorder. I was told that order was cancelled and refund in place. I placed order on July 12th at 11:45 their time, I called, cancelled at 12:06 their time. July 12th, I got a text at 9:00 PM my time saying order was in progress, I called FedX tried to cancel as was told to do by **W. **** said, the seller had to stop it. I placed a call at 9:15 July 13th to **W told them I could not cancel shipment, would they, they replied they would call. I called FedX on July 13th at 4:00 PM to see if cancelled they had not received a call. Another part of the ** was picked up on July 12th at 6:**** their time at their place of business, 7 hrs after I cancelled the order. At no time during our conversation was I told I would pay for shipping. The item was free shipping, I feel since I cancelled within 20 mins of ordering the shipment it could be stopped, they did inform me it hadn't been processed when I called to cancel. The charge was $3100.00 less $451.93. I am disputing I owe $451.93 for an order that was shipped out 7 hrs later, picked up by their carrier. FedX didn't receive order until after 4:00 on July 13th, when I called to verify, if **W tried to cancel on July 13th, I was told again there was time to cancel it just had to be the seller cancelling. I have all phone records; shipping information document showing times of contact and pick up between **W and FedX. Also records they refused to give me showing time R+********* picked up order. I would like help with the refund they refuse refund, my bank can't get the money back. They are saying, I didn't try to cancel. Saying, since item went out, I am responsible for shipping charges, I feel they had plenty of time in the 20 mins to cancel it and let me reorder correct item.

  Business response

  10/02/2023

  We are sorry you are not happy with the experience.  Our goal is to ship out orders as quickly as possible so customers can get what they need fast.  When you called to cancel because you decided to repair your existing system, we explained we would try to cancel the order but could not guarantee it. Because our distribution had already begun loading and shipping the order, we were unable to cancel it and the refund is subject to terms of our Return Policy.  Your order was refunded minus the shipping costs we incurred.  

  Customer response

  10/03/2023

   
  Complaint: 20682388
  
  I am rejecting this response because: I did not say, I was repairing the one I had, I wanted to reorder the correct one, but needed refund in order to complete another order. I was waiting for the person that would install to pick the correct one
  
  The 1st page shows my calls and times. First call of 32 mins, placing order then calling back within 20 mins to cancel. At no time did they speak to me about shipping charges or the cost for canceling. On top of that, item being wrong I would have had to pay to ship back, this is bad business.
  

  The second page shows R & L carrier pickup time.
  

  The third page shows my calls to FedX as told by ACW on how to cancel order. I feel ACW knew full well I couldn't stop it, that they had to cancel the order. It also shows calls to ACW letting them know this shipment had not been accepted and they had time to cancel.This information came from FedX.
  
  The 4th page shows my calls to FedX seeing if this order had been stopped their records showed no effort on the sellers part to cancel or tried to cancel on the 12th or the 13th. Also calls to ACW asking, if they called FedX and they replied they would. If ACW had made an attempt to cancel they would not have been charged. Same with the 7 hrs difference in shipping the other item as calls and 1st page shows. I am assuming since they made no attempt to call FedX on the 12th or 13th, they made no attempt to pull this order before 6:54 PM their time when R & L Carrier picked up.

  The 5th page shows my calls to FedX on the 14th and was told shipper still had not tried to cancel shipment and it would be in route later in the day.
  
  Sincerely,
  
  *********************
  
  
  

  Business response

  10/05/2023

  As already explained, we made every attempt to cancel the order.  We do not benefit in any way from shipping an order that we know will be returned.  The *** fees deducted were our costs incurred to turn the order around back to our warehouse.  

  Customer response

  10/05/2023

   
  Complaint: 20682388
  
  I am rejecting this response because: I know they made no attempt to stop order. I called the morning of July13th and was told the order had been canceled with no explanation that it had been picked up. When I called on July 12th and placed order I was not informed of charges, if I canceled. When I canceled order no one explained there would be charges. I was not sent any information pertaining to shipping requirements in my email. When I asked for the records showing the time of pick up, I was told all I could get was my receipt. The reason I feel the pick up records were denied they would have shown the extended time between canceling and pick up. **** said, no attempt was made. I called to get the records of a possible call made and they informed me none could be found. This is a lot to pay for something I never received and if it cost this much I should be given the records from both companies showing the amount. I am requesting a refund as I feel the shipping is an over charge.

  
  
  Sincerely,
  
  *********************

  Business response

  10/09/2023

  In order to be cancelled,it has to be stopped before shipping is processed at our distribution centers.By the time the order reaches our carriers, it is handled as a return.  There is a time delay from the time an order is processed for shipping and loaded into the truck to the time it is processed at a carriers facility.  That is why you see a time discrepancy when you view the tracking on the carrier websites. 
  As explained before, we attempted to communicate with the distribution center that you had wanted to cancel the order.  Even though a short time had elapsed from the time the order was placed to the time we attempted the cancellation,the DC had already begun to process and load the order and it could not be cancelled.  The fee deducted was the cost we incurred to have the carriers return the orders.  We did not benefit financially or in any way by proceeding to ship the order.  

  Customer response

  10/09/2023

   
  Complaint: 20682388
  
  I am rejecting this response because: I know you had time the call as provided by records showed a 20 min lapse and when I talked to your representative I was told it would be canceled and the oder was still there at front desk. For you to claim it was processed is being dishonest. Why was I not told that the order had been processed and I would incur shipping charges when I canceled. I was unaware of any of the cancelation charges when I placed the order and when I canceled. I learned of it when you partially refunded my item and was told the invoice was my only explanation.  Your business is responsible to include terms of cancelation, because if I had known I would be charged for shipping upon cancelation or returning I would not have placed the order which entailed a AC that wasn't going to work for me. I would have gotten it locally avoiding shipping on an item I was told had free shipping.

  I can either work out this refund with your business or ask BBB to proceed forward with action on my behalf.
  
  Sincerely,
  
  *********************

  Business response

  10/09/2023

  We are following the terms per our Cancellation and Return Policies, both which can be found on our website.  We understand you do not agree with the terms.  However, a refund is not due for the costs we have incurred to return your order.  

  Customer response

  10/09/2023

   
  Complaint: 20682388
  
  I am rejecting this response because: Its not that I don't understand your policy, its that none of this was revealed to me during cancelation or upon placing order. I have no records or email confirming I understood your agreement. I signed nothing and your agent ordered me the wrong AC for my house. I used your agent as help and within 20 mins of speaking to the installer I was told I would encounter the same issue I was replacing. Its not my fault that the right size was not provided and I called in plenty time of first call, along with being told it hadn't left the front office.
  
  Sincerely,
  
  *********************

  Business response

  10/10/2023

  ****** called to place the order.  She is also the one who called to cancel, advising us that her son was on his way over to work on the unit and that he works in HVAC.  At that time, our agent explained that cancellations may take some time and we cannot guarantee we will be able to honor the request.  If that was the case, a fee would be incurred to return the order.  She understood and advised us to proceed.  She also indicated she should have called him before placing the order. 
  There is nothing to sign when placing orders with online retailers. The expectations were set.  In addition, our policies and terms of use are clearly published on our website.  We are not responsible for the fees incurred to turn the order around.

  Customer response

  10/10/2023

   
  Complaint: 20682388
  
  I am rejecting this response because: Calling the person to install the item has nothing to do with your agent advising me on the wrong item to install. Yes! I should have had my son look over the item I was going to order, but your people are trained to advise the right ** to cover the house its going into. The ** was what I already had and your agent knew this. I am not disputing the **.....I am disputing I was not advised on the shipping charges would occur if I stopped it. I feel you are being dishonest about not being able to pull the order in 20 mins and the item was picked up by R+L Carrier 7 hrs later. I know how warehouses work and orders can be pulled, if one takes the effort to do it. Same with FedX they have no records on your efforts to stop it, even if it was too late. They have no records of any calls on your behalf to stop shipment.
  Please provide invoices showing charges from the companies dated for the 12th of July.
  Sincerely,
  
  *********************

  Business response

  10/10/2023

  Your reason for return was because you decide you did not need the unit.  There is nothing to indicate that we provided you with a bad recommendation or that it was the reason for the cancellation.  Therefore, we are not responsible to cover the costs incurred to return the order.  
  While we understand you are not satisfied with the resolution, we have responded your many concerns and will be contacting our BBB for resolution.

  Customer response

  10/10/2023

   
  Complaint: 20682388
  
  I am rejecting this response because: Its not my fault if your agent failed to write why I canceled. I expressed if I bought that unit I would eventually be up against the same issue and that as soon as the money was returned to my account I could proceed forward. I didn't have enough on that card to order one over *****. I would have to gather the extra to pay for a bigger one to fit my area. I live on SSI and can't afford to pay for something I never received or will benefit from.

  Please provide shipping invoices.
  
  Sincerely,
  
  *********************

  Business response

  10/10/2023

  Calls were reviewed to ensure appropriate information was provided.  There is no indication that you were given a bad recommendation or that the reason for cancellation was due to a bad recommendation.  When ****** called to cancel, it was because her son was going to attempt to fix the unit.  And at that time, it was clearly explained that we could not guarantee it would be canceled and a fee may be involved.  She advised us to proceed anyway.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩