ComplaintsforBruce Supply Corp

• Initial Complaint

  06/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I Purchased an *************** Hot water Tank with a 10 Year Warrantee.after only 3 years of use it broke.I called ********************** gave me an Authorization # which I may provide to the supply house for a Replacement.I spoke to a Woman when I Called ************ and she said I Must PAY in Full + $200 "FEE". Then they will Refund my payment AFTER they receive a credit from *************** but the $200 FEE will not be refunded.. To me this just seams SHADY. so I called *************** and spoke with ******* and she never heard of such a thing & asked me to file a complaint with BBB.

  Business response

  07/15/2022

  *******,
                 I didnt realize your email was on the letter as Ive tried to call for a few days.
  
  I need access to our account to dispute this complaint but no one in my office knows who has the access, can you help?
  
  This complaint also has no MERIT and is kind of frustrating.We have someone complaint that they dont want to pay a fee we charge for our service, I am not sure how this is ok.
  
  Here is our process and this can be forwarded to the ****** K that made the complaint.
  
  I have sent into ***************** to find out why a representative would say something of that nature but I will take my time to explain:
  
  ****** did not purchase her original heater From Bruce Supply Corp.
  
  We are a distributor of *************** so they refer customers to us that need warranty service, which we do not need to offer any service for this its an convenience.
  
  We purchase a heater for example ($600.00) and we have to create a purchase order, receive it, file the receiving, match the invoice pay *************** within 30 days and store the heater.
  
  When a warranty calls we have to log into *************** check the warranty, create the claim, pick the heater, ship the heater and then wait for *************** to send us a credit that we have to leave on file and use to pay our bills whenever we purchase again.
  
  All of this has a cost to it, we have employees and overhead to pay, I do not understand what someone means by SHADY. If we should keep a heater in stock and swap it for free when they did not purchase from us to begin with! Its ABSURD.
  
  Also, We charge the customer for the heater and then refund it when we get paid from ***************
  
  So to conclude I do not know where someone can tell us how to run or charge for our service!.
  
  I also attached an email to the Regional sales manager for ***************** to find out who ******* is that made a comment of that nature which with limited information its difficult to track down but they are still working on this.
  
  Pleas remove this complaint from my account. Thank you,.
  ***************
  Director of Operations

*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. ↩