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2023-06-21
1/5
VERY POOR SERVICE!
"Not an outright scam but VERY POOR SERVICE! I ordered a part and when it hadn't showed up after 5 weeks I reached out to customer service via email because they have no phone number to call (1st red flag). I received a prompt reply stating that my order was some how forgotten about and could be sent immediately. I asked for rush shipping or a discount for my inconvenience and received a reply stating that the price of the item had gone up since I ordered and payed for it 5 weeks ago and normally they would charge me more but since the issue was on their end they would eat that cost. I had a good laugh at that and a very hard time convincing the agent that this was not great customer service. I'm 19 replies into the conversation with this fellow and he is very determined to convince me that I am a bad customer for even suggesting they make right on their poor service. I would love to share the details of the conversation with anybody who wants to read it. Also look on Youtube for their video explaining why they have so many 1 star ratings on sites like this (2nd red flag). I normally don't go out of my way to give bad reviews like this, assuming that mistakes happen sometimes and I don't want to sewer a company for one mistake. However the attitude of the customer service agent is so ridiculous that I had to put the effort in. I can only assume that if this is a family company(yeah right) as stated on the website that this agent must be the owners son."
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HvacPartsCanada from Oem Hvac Parts Canada has responded
Posted Jun-27-2023We concede that there was a shipping error with this customer's order. It was not done on purpose or with any malice. Unfortunately, the item that the customer ordered ( Heil 1085958 condenser fan blade) was not a popular item, and we had to reach out to a supplier for the fan blade. The supplier told us they would bring one in, but they either forgot or failed to do so.
Once the customer reached out and contacted us about his order status, we immediately got an alternative supplier since the original supplier had no record of the part being ordered. The alternative supplier immediately told us they had the item on hand.
I told the customer we could ship the item out the next day.
The customer asked if we could provide a discount. Unfortunately, this was not something we could do.
Why?
The fan blade price had been increased with the alternative supplier, and we could not provide any discount.
Side note: it should also be made clear that the original supplier had also increased their price on the fan blade as well.
Furthermore, with inflation hitting Canada, most HVAC suppliers struggle to keep up with the price increase.
And whether people like it or not, the truth is, if we didn't pass this increase to the customer, we would be out of business quickly.
However, in this case, we were prepared to take a hit as a goodwill gesture since we had made an error in not getting the item out ASAP.
Us not increasing the price on the customer was supposed to be the good-will-gesture. Unfortunately, the customer didn't take it as a good-will-gesture and began to lash out at us by responding with multiple "lol" and calling us a "Fishy Business."
At this point, we began to defend our business Integrity as any business owner would, by going through the facts of the situation. We did this over several emails.
(For transparency, I will provide the emails between this customer and us on our website blog page. This is to provide full transparency for the reader to be the judge)
The customer asked for a refund, and we gave him one.
Phone number: We have made a video on our website that address why we do not have a phone number. You can see the video on our home contact page.
Regarding the rest of the customer's Interpretations of the email exchange between him and us. I will let you (the reader) be the judge. I will state this; we never implied that this customer was the "bad guy." Throughout the conversation, our focus was to correct the situation by getting the item out ASAP and hopefully resolving the problem.
Mistakes happen, and when they do, we own up to them.
If we can provide discounts when mistakes do happen, we will. But I hope a simple apology can go the extra mile when we can't offer discounts due to price increases.
As to the comment about "must be the owners' son." This is false.
I (Matt) am the owner with my brother. We are both HVAC techs who have made a business selling HVAC parts to homeowners. We have been doing this for almost ten years.
Despite what many people perceive about us, we are not wealthy businessmen.
Selling HVAC equipment to homeowners is not as lucrative as many people think, and when you factor in taxes, inflation and supplier cost, we are barely surviving.
However, we are very grateful to customers who purchase from us. We don't take customers for granted. We try to work with our customers to resolve disputes when bad things do happen. And most of the time, we can resolve disputes, but sometimes we can't, regrettably. And in those cases, we have to part ways, hopefully as respectfully as possible.