Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered water softener Order #******** I received call that confirmed date and time that i have to be home because shipping requires signature. I waited and finally I called GLS Freight they told me they forgot to ship. Ok I received order next day and as soon as he opened truck you can see box damaged. We picked inside and water softener head was broken hanging on wire everything was totally scratched. I called Support from supply house and they estimated this 2 weeks for replacement because closest is located **********. I try to resolve this with them ordering different model from ****** to pay the difference because it cost more. That way item will shipped faster. So instead paying the difference they wanted to charge me another full price for Water softener! I didnt want to pay another softener because they mess. Now estimated delivery is 2 weeks. They should take full responsibility for this because they chose to ship with GLS Freight.

  Business Response

  Date: 09/15/2023

  Hello,
  
  Thank you for reaching out with this review and providing us with this feedback. We deeply apologize for the inconvenience you've experienced with your order and replacement order. This is not the level of service we strive to provide and we appreciate you reaching out so we can make things right.
  
  Upon review, we see that you have since been assisted accordingly by our customer service team and your full refund for your order has been processed. Thank you for bringing this to our attention and we apologize for this inconvenience again.
  
  Please don't hesitate to reach back out to us if we can try to assist with anything else at **************.
  
  Thank you,
  ********************
  Supplyhouse.com

  Customer Answer

  Date: 09/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  I understand that someone cares after complaining but still totally unprofessional help that I received 2nd package arrived with missing part. I was trying to help to solve this but there was no authority there. Just simply you guys kept my money there for almost month. Like I said never again.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:02/15/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/1/2020 I purchased a Takagi Instant on hot water heater from this company for $713.13 w/tax.T-H3M-DV-P Indoor Tankless High Efficiency Condensing Water Heater (LP)Direct link **************************************************************************** On their page is a copy of the warranty which claims 10 years for heat exchanger, 5 years parts, and 1 year labor for this model when used for heating applications.Link to warranty *********************************************************************************************** This heating season the heat exchanger failed causing the condensate to collect inside the unit forcing the fan to expel the condensate water to the outside vs going into a neutralizing collection system. The fan is not designed to do expel water and it howls during operation if there was enough time for condensate to drain down and collect in the bottom of heating system where fan is mounted between heating cycles.My attempts at warranty claim as follows:I emailed SupplyHouse.com on the 9th of February 2023 asking how to proceed with warranty claims, no reply. I replied to the copy of the receipt for purchase I had on file so they would have all my info.Today, 2/14/2023, I called Takagi and discover that they no longer warranty their units when used for hydronic heating, that they ceased honoring such warranties in 2017 per representative answering their support line. They asked if I bought it through Supplyhouse.com and I said yes.Next I call Supplyhouse.com, reached a representative, explained my issue, and even though they still currently have this warranty listed under the product I purchased, was reason I purchased in first place, that they will not honor any claims either. The rep tried to get me some compensation and was told they could not offer that either.So I bought this unit under false pretenses of their being a warranty available to me in event it failed under the terms in the warranty agreement they provided with product.

  Business Response

  Date: 02/15/2023

  Hello,
  
  Thank you for reaching out by providing this review and bringing this to our attention. We sincerely apologize for the inconvenience this has caused.Upon review, we see that the item that this is in reference to was used outside of the application the item was intended for which is why this was not covered under warranty. We see that we have since reached out to you with a resolution.
  
  If you have any further questions, please feel free to contact our customer service team at ************** or chat online under "Contact & Support" on our website.
  
  Thank you,
  ********************
  Supplyhouse.com Team

  Customer Answer

  Date: 02/15/2023

  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 and the matter has been resolved.

  Although they deny my complaint here due to some obscure comment made in the user manual, the warranty clearly stated I was covered.  They reached out to me on social media and offered a refund for my purchase, and that is what I wanted.

  I see no mention of their offer of refund in the reply here so in the event they do not supply such a refund I will return to re-open the original complaint or create a new one, whichever is appropriate.

  If there was some change to warranty they should have an updated warranty certificate on file and not one with it showing to me that I was covered, it was the deciding factor in buying this unit, that it included such a warranty.

  Thank you for the offer of a refund in this matter, in my current financial situation it would have been a heavy burden on me.
  
  Sincerely,
  
  *************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:08/01/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a repair kit RK1-BR4XL for my pressure regulator valve, however I received a repair kit RK1-NB3XL which is slightly different fro fit in my valve. The person who installed it for me made some adjustment to switch some rubber parts from the new kit to the old kit. I contacted the company to explain to them the I need a refund for the price difference between BR4XL of $87.17 and the NB3XL which is $50.05 according to their website prices. However I received an email showing a return for full refund. I spend time and effort to get someone to adjust the wrong kit. The company should send the correct kit. I send to them several pictures (see attachments) showing the difference and the wrong part number. They charged me for the wrong part number and they sent the low price kit.

  Business Response

  Date: 08/02/2022

   Hello ****,
  
  We apologize for the inconvenience you experienced on your recent order with us. We strive for accuracy in all orders so we thank you for bringing this to our attention. We were able to review your order in this case. We see that a return was originally set up for replacement, and then this was changed to a refund upon your request. We regret if there was any misunderstanding and would be happy to try and assist. In this case there are a couple of options. You can choose to return the incorrect kit for a full refund, or you can return the incorrect kit for a replacement plus a $15 refund for the inconvenience. Unfortunately, we cannot offer both as per our return policy posted here:
  
  "Received Incorrect Products (Not What You Ordered)
  It is rare that SupplyHouse.com sends out the wrong products, as we double check every order. However, if you receive an incorrect product, you must notify SupplyHouse.com within 5 days of delivery by using our online return tool to create and print your Return Form. You can also call or email our **************** Team to set up the return for you. For fastest replacement, we can place a new order for the replacement items and ship them out to you as soon as possible (you will be credited for the full amount of the original item(s) ordered when we receive your return). If you do not place a new order, we will ship your replacement items after we receive your return. All products must be returned in new and unused condition in the original packaging. The Return Form must be included in the box."
  
  ***************************************************
  
  
  Please feel free to respond through here with any questions or contact our customer service team at ************** / chat online under Contact & Support" on our website. We look forward to hearing from you so that we may be of help.
  
  Thank you,
  Customer Care Team
  **********************
  
  

  Customer Answer

  Date: 08/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I asked for price adjustment to be charged for the kit that I received. The kit I received is $50.05 however I was charged $87.

   

   

   

   

  
  
  
  
  
   
  

  Business Response

  Date: 08/22/2022

  Hello ****,

   

  Thank you for your patience and we apologize for the wait. The remaining amount of $6.95 was the original shipping cost which is not normally included in a refund. However as a courtesy we will certainly be refunding this amount as well and you should see this reflected on your statement within 1-2 business days. Please do not hesitate to reply here or contact our customer service team at ************** / chat online under Contact & Support" on our website with any further questions.

   

  Thank you, 

  Customer Care Team

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

  Customer Answer

  Date: 08/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I reject the word courtesy because it was the mistake of the company to send me the wrong item. Also when I suggested a solution to get the price difference between the wrong item and the correct one the business never fulfill their agreement to refuel me the difference. This caused me to return the wrong item and I shouldnt be responsible for shipping cost and I get a language saying courtesy. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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