ComplaintsforIndoff Inc.

• Initial Complaint

  02/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is ******* ****** ******* *****. I ordered 10 units of Ptac for the hotel. Four out of 10 units has been defected. Because we did not install the ptac unit right away, we figured out the unit was defected in December 2022. I called the company I ordered they requested tech service from the ***** (ptac brand). The *****'s technician told me that the units have been defected from shipping. The Indoff company replied to me that ***** will not be responsible for shipping damage. Indoff told me that due to that they are not responsible for shipping damage. When we receive the units, all the boxes were fine, and we cannot tell whether it is defected or not unless we install the units. Now, the company is refusing to refund or replace 2 units. I emailed the company that 'yes, *****'s warranty should not cover miscarriage, yet your company is responsible to deliver the units in a working condition.' The indoff states that I have to report the damage units within 30days. Yet, he did not mentioned anything about it.

  Business response

  02/24/2023

  Good afternoon Better Business Bureau,

  
  

  ***** ******** of Indoff Incorporated has been in constant contact with ** ***** **** in regards to this issue. The customer received merchandise (10 ***** PTAC units) on 8/2/2022 and signed for all merchandise in good condition. See attached delivery receipt on page 3. These products were shipped directly from ****** ******* ************ utilizing their carrier ***** ******** 

  
  

  The customer reported a damaged unit after the 30 day window to report damage. We worked with ***** on the customers behalf to get an exception for the unit to be replaced as well as additional units that were reported later. In total we got approval from ****** for 2 of 4 ***** PTAC units to be replaced as an exception. ****** also paid for a technician service call to determine the units were not defective and that they were in fact damaged in shipping. 

  
  

  As of today 2/24/23 ****** has refused to replace any more damaged units that the customer did not note as damaged on the delivery receipt nor did they report within the 30 day window for reporting product damage. It is Indoff's position and ****** ******* ************ position that we have gone above and beyond for ** **** and that no more replacement units will be sent to the customer. 

  
  

  Please let us know what further documentation you may need or may find helpful. Below is a summary of the units with issue by serial number. Even though the customer did not do as instructed and did not mail us back the serial tags for the damaged serials ********** and ********** we still replaced the units at no charge. 

  
  

  ********** - This unit was replaced by ***** with serial number **********. The tech you had out on 1/31/23 from *** ***** you had him install and set this PTAC up on 1/31/23. Just so you know, the ***** warranty does not cover the charge for this.  *****'s warranty does not cover installation.  This will need to be paid for by you. Please kindly remove the mod# and ser# plate off this unit and mail it back to us for serial **********.  Please mail the serial tag to ***** ******** *** *** ***** *** *****. Therefore a new replacement will not be necessary or sent due to this having been already completed

  ********** was damaged.  ******, filed a claim with the vendor, and a replacement was sent to you due to the shipping damage reported on serial # ********** (delivered on Oct 4, 2022).  As a courtesy, the tech's invoice was paid for by ***** (******).  Per our instruction, serial number ********** was to be thrown out and the serial tag was to be sent back to ******.  Please kindly remove the mod# and ser# plate off this unit and mail it back to us. ***** also paid the service fee for serial **********. Therefore a new replacement will not be necessary or sent due to this having been already completed on Oct 4th, 2022.  PLEASE SEND THE SERIAL TAG FOR ********** - third request. Please mail the serial tag to ***** ******** *** *** ***** *** ******
  

  ********** - Per *** ***** tech this unit has shipping damage.  This unit will not be covered by the ***** warranty. Please refer to the attached warranty document. Damage not reported by the customer and or noted on the bill of lading at the time of delivery or within 30 days of delivery will not be covered by the vendor.
  

  ********** - Per *** ***** tech this unit has shipping damage.  This unit will not be covered by the ***** warranty. Please refer to the attached warranty document. Damage not reported by the customer and or noted on the bill of lading at the time of delivery or within 30 days of delivery will not be covered by the vendor.

  
  

  I have attached the warranty information regarding shipping damage as well. 

  
  

  Our last communication with ** **** was on 2/17/22 that we were still working on their behalf to try and get another exception for the remaining 2 damaged units. Today we received notification from ****** that those were denied. We will be reaching out to ** **** on Monday 2/27/23 to notify that we will not be replacing the 2 remaining units. 

  
  

  
  

  
  

  Thanks,

  **** ****

  Customer response

  02/27/2023

  Complaint: ********
  
  I am rejecting this response because:

  The shipping box was fine and visually ac looked fine. Does not know that the unit has damaged from shipping or defected units from the factory. The tech. told me that the compression part has been damaged during the shipping. Yet, if it was damaged from shipping the box or ac unit outside should of damaged. Again there was no damage. I think it is a manufacture defect but they are just avoiding the problem by stating it has damaged during the shipping.
  i ordered 10 units but 4 of them has been damaged. The rep. Just backing off by stating that it was damaged during the shipment.  
  
  
  
  Sincerely,
  
  ** ***** ****

*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. ↩