“Thank you for recognizing our efforts to communicate as quickly as possible. We value your feedback and appreciate the chance to address your review.

As you're aware, and I wish had been included in your review, there was some confusion surrounding your order which also caused a delay in your order. Initially, you ordered a Carrier wheel, but after we requested your furnace model number via email, it was discovered you actually needed an Armstrong wheel. This discrepancy led to some delays, as our system is not set up to process Armstrong model numbers, despite Lennox owning Armstrong.

Nevertheless, we were able to track down the correct wheel after some back and forth with Lennox. However, the wheel needed to be ordered in, and although we were under the impression from our Lennox dealer that it would take a day or two, it ultimately took a few days to arrive. Once we received the wheel, we shipped it out immediately.

We always strive to do our best, but sometimes delays are an unavoidable reality in this industry. Had I known there would be a delay, I would have informed you immediately, but I was relying on the information provided by our supplier. Thanks for your feedback”

“
Thank you for your kind feedback! We greatly appreciate your positive comments. At our company, customer satisfaction is our top priority, and we always strive to exceed expectations. We value all feedback from our customers and are grateful for those who take the time to share their positive experiences. We understand that in the HVAC industry, it's often the dissatisfied customers who are more vocal with reviews, so receiving positive feedback like yours is truly encouraging. Once again, thank you for choosing our services!”

“We appreciate your feedback and would like to address the concerns you've raised.
Firstly, we want to clarify our use of the term "in stock." We have consistently defined this in our terms and conditions, which are easily accessible on our website. At our company, "in stock" means that the item is available with our supplier. Every customer is responsible for reading and agreeing to our terms and conditions during the checkout process. We make it explicit in our terms what "in stock" implies to ensure transparency.
Regarding communication, we have made clear how customers should contact us. Being a family-owned and operated business, we may not have the same resources as larger corporations, and maintaining a full-time phone staff is not financially feasible for us. We appreciate your understanding in this regard.
In your specific case, your email was received by our system on the 19th of September after our regular business hours. On the 20th of September, we were actively engaged in picking up and packaging items, including your transformer. Unfortunately, we had no way of knowing that you wanted to cancel your order at that point, and by the time we saw your email, the order had already been shipped on the 20th of September.
We understand that you later informed us that you had ordered a second transformer from a different US-based company and wished to return the one you purchased from us originally. You mentioned the conditions set by the other company, including a 30% restocking fee and return shipping costs if you were to send the item back to them.
Here are the quoted emails for reference:
Customer's Email Sept 21st 2023: "Hi Matt,
Unfortunately (or fortunately), the other transformer shipped the same day I ordered it (from a US-based source). The transformer was priced much lower than in Canada (USD$30) but shipping was expensive so it worked out to the same price.
They charge a 30% restocking fee and I would have to pay the return shipping."
Our Response sent Sept 22nd 2023: "Hi Claudio, The challenge we encounter is that we don't maintain a stock of items but rather source them from our supplier. Consequently, I'm unable to accept returns. If you were interested in initiating a return with us, I would have to charge you what I paid for the item from my supplier. Additionally, you would be responsible for shipping the item back to me. If you're willing to cover my cost, then I can proceed with the return. Let me know Thanks Matt"
Customer's Response: "Thanks for considering the request Matt.
I would have grounds to dispute this but I won’t. I’ll eat the extra cost for the part that I don’t need.
I’ll offer my experience to other customers on public reviews. Not impressed."
As a small family-run business, we always strive to do our best with the resources we have. We make every effort to ship items as quickly as possible, and we do cancel orders if they have not yet been shipped. We regret that in this case that the experience has left you feeling dissatisfied, but we stand by our decision and responses in this situation. We maintain transparency in our policies and practices, including our definition of "in stock," as outlined in our terms and conditions. Additionally, we have reasons for not providing a phone number, which can be viewed in our video.
Thank you for taking the time to share your feedback, and we appreciate your understanding of our position.
Sincerely, OemHvacPartsCanada.ca
https://www.youtube.com/watch?v=Qk7ubqcREQ0”

“Shipping error.
We concede that there was a shipping error with this customer's order. It was not done on purpose or with any malice. Unfortunately, the item that the customer ordered ( Heil 1085958 condenser fan blade) was not a popular item, and we had to reach out to a supplier for the fan blade. The supplier told us they would bring one in, but they either forgot or failed to do so.
Once the customer reached out and contacted us about his order status, we immediately got an alternative supplier since the original supplier had no record of the part being ordered. The alternative supplier immediately told us they had the item on hand.
I told the customer we could ship the item out the next day.
The customer asked if we could provide a discount. Unfortunately, this was not something we could do.
Why?
The fan blade price had been increased with the alternative supplier, and we could not provide any discount.
Side note: it should also be made clear that the original supplier had also increased their price on the fan blade as well.
Furthermore, with inflation hitting Canada, most HVAC suppliers struggle to keep up with the price increase.
And whether people like it or not, the truth is, if we didn't pass this increase to the customer, we would be out of business quickly.
However, in this case, we were prepared to take a hit as a goodwill gesture since we had made an error in not getting the item out ASAP.

Us not increasing the price on the customer was supposed to be the good-will-gesture. Unfortunately, the customer didn't take it as a good-will-gesture and began to lash out at us by responding with multiple "lol" and calling us a "Fishy Business."
At this point, we began to defend our business Integrity as any business owner would, by going through the facts of the situation. We did this over several emails.
(For transparency, I will provide the emails between this customer and us on our website blog page. This is to provide full transparency for the reader to be the judge)
The customer asked for a refund, and we gave him one.
Phone number: We have made a video on our website that address why we do not have a phone number. You can see the video on our home contact page.
Regarding the rest of the customer's Interpretations of the email exchange between him and us. I will let you (the reader) be the judge. I will state this; we never implied that this customer was the "bad guy." Throughout the conversation, our focus was to correct the situation by getting the item out ASAP and hopefully resolving the problem.
Mistakes happen, and when they do, we own up to them.
If we can provide discounts when mistakes do happen, we will. But I hope a simple apology can go the extra mile when we can't offer discounts due to price increases.
As to the comment about "must be the owners' son." This is false.
I (Matt) am the owner with my brother. We are both HVAC techs who have made a business selling HVAC parts to homeowners. We have been doing this for almost ten years.
Despite what many people perceive about us, we are not wealthy businessmen.
Selling HVAC equipment to homeowners is not as lucrative as many people think, and when you factor in taxes, inflation and supplier cost, we are barely surviving.
However, we are very grateful to customers who purchase from us. We don't take customers for granted. We try to work with our customers to resolve disputes when bad things do happen. And most of the time, we can resolve disputes, but sometimes we can't, regrettably. And in those cases, we have to part ways, hopefully as respectfully as possible.
”

“
Thanks, Gregory, for your understanding.
This customer had ordered a Venmar/VanEE 03124 Damper Actuator Assembly.
The problem we are facing at OemHvacPartsCanada.ca is that Venmar is currently phasing out many of its old replacement parts.
This is becoming extremely frustrating since many customers still want to buy the old replacement part, but our now finding out that the part is no longer being made.
Another problem with Venmar is slow shipping.
Venmar will teach you how to have patients if you don't have patients.
If people think we are slow at responding to email inquiries, try dealing with Venmar. It can take days, to hear back from them.
I have plenty of suppliers that hate dealing with Venmar because Venmar will give them the runaround.
And when orders are placed with Venmar, it can take weeks, if not months, for our suppliers to get the items in.
Nevertheless, we do appreciate customers who understand difficult situations as Gregory did.
And if you are looking for a Venmar 03124 Damper Actuator, email us to see if we have one available. Thanks again to Gregory for his understanding. https://www.youtube.com/watch?v=skb_1gaMDLM”

“Thanks for the nice words. For customer who are looking at Venmar units and how to Install a Venmar 12908 motor. Please watch this video. Thanks again! https://www.youtube.com/watch?v=4Jwo_Y5yPN4”

“Thanks Jean! Just a reminder to other customers who are looking for a replacement part. Sending us your furnace, AC model and serial number in the contact page, helps! This saves time as we will not have to email you to send us this info. If you are wondering where to find your furnace or AC model number, please watch the below video. Thanks again Jean! https://www.youtube.com/watch?v=MWqsdK8rxDk”

“ Email Unanswered.

Unfortunately, many customers think we are a big multimillion dollar company. We are not.
I've seen on other websites that OemHvacPartsCanada.ca is perceived to be worth five million dollars.
I do not know where people get these numbers, but let me Refute that silly rumor. We are far from being a multi-million dollar company. We are far from being a hundred-thousand-dollar company. We are a small family-owned business surviving in a highly competitive and challenging market.
We do everything ourselves. We answer emails, pick up items, list items, ship out items, and make products and how-to-do videos when we have time.
Regrettably, we can only moderate the emails for a short time.
So, it may take a few hours or even a day before you can hear back from us after you have emailed us.

And sometimes, your message might even end up in a spam folder. It's unfortunate, but these things happen.
This is why we recommend customers who have not heard back in 24 hours; contact us again. (This does not count weekends.)

In this customer's case, that is what happen. His email came in, but we were not notified of it.
Only after checking the customer order number did we discover the error.

We contacted him immediately, and he wanted a refund which we understood.
We thought the issue was dealt with, but the customer apparently wanted to air his grievance - he has a right to.
My real issue with his review is the ending part when he states.

"I hate how people try take advantage of people struggling to make a living. Shame on them."
While I can understand the frustration in his missed email, I take minor offense to the idea that we are trying to take advantage of people.
This is simply false. We always try to treat customers the way we would like to be treated, and we operate on Probs 10:9
"Whoever walks in integrity walks securely, but he who makes his ways crooked will be found out."
Trust me when I say I understand how challenging this economy is as we, too, are struggling to make a living.
”

“HVAC parts being listed as specialty orders doesn't make us a "Scam" business
We are not a part-swapping business.


If telling a customer that an item they're ordering is a specialty order is now considered the new definition of a "scam" business? Then almost every single HVAC dealer would be labelled as a scam business. Not to mention online HVAC sellers would also be marked as scam businesses. Every single HVAC online business will have some items listed as "Specialty," especially with boards. While some online HVAC sellers will take back almost everything they sell, others will not.
Why is this?
It comes down to whether or not the HVAC supplier is holding onto the product.
If a product is already being housed at the location, then chances are the supplier will take back the item. Or if the item is popular, the supplier is likely to take back the item. However, if an item is not on hand or is not popular, then the supplier will likely not take back the item.

We do not hold onto parts:
We can not afford to hold onto HVAC products that can take months, if not years, to sell.
We cover this and multiple other reasons why we can't take back items on our terms and conditions, which everyone is responsible for reading—who want to buy from us. I would encourage everyone reading this response to quickly look at our terms and conditions and ask yourself if we did not provide enough cautionary warnings about items being considered specialty orders on our website. We want to be as direct and honest with our customers and not hide this information from anyone.

The specifics of this case:
This customer had ordered a Lennox 12F49 condenser motor from us; keeping with our motto of getting items out ASAP, we were able to get this customer's 12F49 motor out quickly.
After the customer received the motor from us, he sent us an email telling us that he had just had an HVAC tech diagnose his faulty AC unit and that the motor was not the culprit after all but a relay.

Pause! I want you, reader, to think about that for a moment. Ask yourself this question: does it make sense for you to order an Item without knowing if it will fix the problem?
Side note: In our terms and conditions, we recommend that you know what is broken before ordering a part from us.
We also state that hiring an HVAC tech to do the diagnostics is better if you are still determining what is broken.
We also warn customers who think we are a part-swapping business not to buy from us due to our specialty item conditions.

After explaining to this customer that his item was a specialty item, he became very angry with us.
Customer:
"I will make sure no one orders from your scam of a business. Mark my word. Scamming pieces of shit. You ever read your reviews????? Lmao they are all the lowest you can get. I will make sure everyone knows about you all and how you rip people off."

Our response back to this customer:
"Not sure why you think we scammed you when we did as we advertised. Just because you didn't read our terms and conditions is not our fault.
It's not our fault that the HVAC supplier won't take back items that are sold to non-gas licensed persons."


While we understand it can be frustrating to customers who have bought a part that doesn't work, please know that we have been upfront and honest about our return policy outlining our condition for sale to you.
It is up to you to decide whether or not our conditions meets your standards. But calling us a scam business because you don't like the terms and conditions is something that we will reject. As we have with this customer.
”

“Who is Larry? We don't know...

I have reviewed our records for a "Larry" around the date stamp of June 22, 2021.
I can find five Larry's from our records from this time frame, and not one of these Larry's had any complaints to make to us. We had one of the Larry's request a refund, which was granted to him with no issues.
resellerratings.com only provides a little info on the customer doing the review.
So, it can make it hard to track down the Individual doing the review.
I have exhausted my ability to locate who this Larry is and have come up empty-handed.
Since I can't directly respond to this review, I will simply state that we do not steal from customers. If you order a part from us the following scenario's will happen.
1) Item will be shipped out
2) If you request to cancel the order before the item has been shipped out, we will cancel the order
3) If you have purchased an item and it was sent out to you, but you now wish to return it, depending on the item we may be able to. However, most requests will be turned down as we consider most items specialty orders. This is outlined in our terms and conditions regarding special items; almost every item on our website is considered special order.
which the customer should know before ordering.

These are the only 3 scenarios for sale with us.
Needless to say, we reject this customer's review as subjective and arbitrary.”

“
A simple mistake.
This customer had ordered a Fasco A290 inducer motor during the heart of Covid lockdowns.
Unfortunately, a lot was happening around this time as HVAC suppliers started running out of products. Before Covid struck, it would have been unusual for our suppliers not to have an item on hand. However, once Covid struck, everything changed with suppliers.
Everything seemed to be on backorder; popular items were becoming scarce.
While things have improved since 2021, items that used to litter the warehouses of HVAC suppliers are still scarce. Many HVAC suppliers will now only carry one or two of the items. However, we do know how to handle these situations better.

The reason why we didn't get back to this customer quicker is simply due to his email request going into a spam folder. Unfortunately, we just never saw his email.
Emails going into our spam folder is more common when customers inquire or request our assistance using the order E-commerce submission form.
We have tried to disable the E-commerce order submission form from our website features, but the website overlords won't let us delete this feature.
So, all we can do is try to make it clear on our website that the best way to contact us is by using the email provided.
Reply@oemhvacpartscanada.ca also the customer contact form request found on our contact page works just as good as sending us a direct email.

After doing our outstanding monthly orders audit, we discovered this customer's outstanding order.
We immediately contacted him to update him of the situation. We had been told by a supplier that they could find an A290 motor and could have it rushed to us. We conveyed this to the customer, but he insisted that we refund him, which we did.
Again, this mistake was regrettable but not done on purpose, and we do take responsibility for this mistake. ”

“
Covid disruption in 2021.

After being allowed to respond to reseller rating reviews (finally), I have had the opportunity to go back and review some of the past issues. 2021 was a lousy year for missed emails.
Part of the reason so many emails were missed was many emails were being sent to our spam folder. Another problem was Covid was fundamentally transforming how HVAC suppliers held onto parts—the days of HVAC suppliers holding on to large numbers of parts had ended.
In 2021 we were trying to figure out how to deal with the vast number of backorders plaguing us.
Our website is enormous, and in 2021 we were caught off guard. Meaning we were unable to change the listings to reflect the stock levels.
Today is much better, and over the last couple of years, we have been able to take steps to address items that are not in stock. We now require the customer to contact us when an item is on backorder. We have also been able to disable listings that have caused problems in the past with items that are not in stock.
However, I will be the first to admit that you could still find yourself stumbling upon a listing with a product listed as claiming to be in stock, but not actually in stock.
The best way to know if we have an item available is to contact us and ask.
As to the reason why we do not have a phone number? Please check out our video that describe the reasons why we don't have a phone number listed.
Thanks
https://www.youtube.com/watch?v=Qk7ubqcREQ0&t=6s”