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Our products are designed for the average DIY person. Unfortunately we have no control over anyone’s mechanical aptitude or abilities. Over the past 15 years we have assisted thousands of simple installations completed by homeowners themselves utilizing our detailed installation guide & assistance from our technical support staff. We offer unlimited technical support with extended evening and weekend hours to help. I agree that anyone who purchases our products should understand the installation process prior to purchasing to avoid this issue. We have several videos available on our web site demonstrating the installation of our products. If you have any questions whatsoever please call us at 877-254-7093 prior to purchasing.
We have a written Money-Back Guarantee clearly linked and posted on our web site. Again, we cannot control if a customer reads the complete money-back guarantee. We encourage everyone to read it prior to making a purchase. If a customer purchases a product on our web site they must acknowledge that they agree to our terms and conditions which defines our Money-back Guarantee prior to submitting the order. This buyer in particular agreed to our terms and conditions and now is upset that we are adhering to them.
This buyer states that our web site is misleading because we have a link to the Money-Back Guarantee policy stated as “Read our Complete Money-Back Guarantee – NO Hidden Fine Print!.” The buyer is focusing on the adjective “complete” and substituting “100%” or “all” when in fact we are encouraging buyer to read our “entire”, “whole”, “comprehensive” Money-Back Guarantee as displayed with no “hidden”, “concealed” or “buried” requirements.
As clearly stated in our Money-Back Guarantee, we do have a restocking fee during the first 90 days following a purchase. The intent of our policy is to ensure a buyer allows the product a reasonable amount of time to resolve their septic problems. As in this example, the buyer did not even attempt to install the product. These situations are out of our control. The restocking fee covers the cost of order processing, shipping to the buyer, inspection and re-packaging of products upon receipt of return and the cost of refunding the monies.
So as this buyer recommends, we encourage everyone to read the policy, ask questions prior to purchasing and have a plan to install the product. This is the best way to resolve your septic system problems!

Aero-Stream LLC commented on 07/25/2017