Business Description:
Request Appointment
Categories
plumbers & sewer repair
Aero-Stream LLC
W300N7706 Christine Ln, Hartland, WI 53029, USA
(877) 254-7093

Service

Will Recommend

Total Experience

Marcella B.

Holly, MI

Aero-Stream LLC

Not easy to return

Their website indicates Easy returns EASY refunds free this or that. When it doesn't fit they charge you $140, plus when they send you a shipping label you have to pay for a scheduled pick up on top of the $140 they are already charging you. Nothing easy about a return next time I'll look for a reputable local business. Don't bother with these people not worth it. I understand a restocking fee but come on its not our fault it didn't fit my husband spoke to you & Made an informed decision on this place. Don't bother.

comments

Marcella,

It is very important that we present the facts so people are not mislead by your unsubstantiated claims and false allegations. We operate our company with complete fairness and integrity, and we expect our customers to do the same.

Contrary to the claims made, the purchase was made via a web sale on 7/6/2022. We received no communication prior to purchase. We received a phone call @ approximately 10:01 AM on 7/15/22, in which Dale inquired regarding the return policy. Our technical support staff offered assistance to help determine ways to install the product. We requested photos of the application so we could further troubleshoot. During an email chain on 7/21/22, Dale requested we begin the return process. Out of good faith we waived the 25% restocking fee as written in our customer satisfaction policy linked on the product page, checkout page, & term & conditions page. We also offered a pre-paid UPS labels using our corporate discount even though our return policy clearly states that return shipping is the responsibility of the purchaser. This amount was deducted from the refund. We received an email reply (7/22/22 @ 12:59PM) from Dale as follows:

“I can’t say I’m happy about it but I understand and appreciate it. That would be fair as I knew I should have dug it out more before I placed my order.

I will say though it’s nice to deal with a company with good customer service and is responsive to their customers.”

We have a written customer satisfaction policy clearly linked and posted on our web site. We cannot control if a customer reads the complete policy or not. 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 return policy prior to submitting the order. This buyer agreed to our terms and conditions and now is upset that we are adhering to them. We’ve attempted to make reasonable accommodations in this situation. Customers are not required to schedule a pick-up; this is a choice by Marcella. In this case, the packages can be dropped off at any UPS location, or UPS authorized shipper. We notified Marcella that there is a UPS drop off location within 7 miles of their location. In situations in which a return label is not provided, returns can be made via any courier of choice.

It is obvious that Marcella is disinclined to take any responsibility for their septic situation and is now casting distorted accusations to try and damage our company’s reputation that has a 20+ year history of top-notch customer service.

Aero-Stream LLC commented on 07/29/2022