Complaint Review: Edenpure Store/ Affordable Heat LLC

I think its funny how both of the posts pertaining to "bad-mouthing" the company are due the consumer's inability to read. I am personally looking right at the BioTech Research advertisment that I received in the mail. It has the company's website www.edenpure.com stated 3 times within the advertisement (not www.edenpurestore.com). It also has their phone# listed 4 times throught the advertisement.

In response to the last post, the representative from LLC states clearly that there are two different companys. They are not hiding the fact of a 15% restocking fee. It is at the fault of the consumer for not contacting the company that sent them the advertisement. They are standing behind their advertising, not BioTech Research's ad because they are NOT THE SAME COMPANY.

I have two EdenPURE heaters from BioTech Research. They're great, I've only had one instance that I had to get work done on one because I bought refurbished the bulbs stopped working. And even though I was a month after my warrantee's expiration, they still took it and fixed it for me.

I have no issues with BioTech Research or Affordable Heat, as they put out a product I can rely on, and not have to worry about fire or my 1 year old son touching and burning himself.

When people buy equipment such as heaters, they really don't expect to have to return them in short periods of time, like this client had to do. Instead, they just plug it in, turn it on, and enjoy the heat. By the time the heater failed, he probably never even considered that you provided a return policy with your equipment. In the future, when people go to your site seeking a way to return a defective piece of equipment that you or your distributor sells, provide a way for them to fill in the blanks and either get redirected to the right site, or just help them. What's wrong with help your customers? What's wrong with standing behind your product? Quit blaming people for being people. Manufacturers and distributors have a responsibility to live up to their promises. Clientele should just be able to contact you, give you some info like where they bought your product, when they bought it and provide proof of purchase. Then the ball should be in your hands to make good on their purchase. You can't just sit on your hands and say "Screw them if they lost their return policy".

I believe that it is very unfair for a customer to accuse our company of running a scam. Our return policy is just different from another company that is selling the same product. There is nothing wrong with that. Our return policy is not only listed on our website under the return and shipping policy link, it is also stated right under each product in the product info section. This is not something that we are hiding. This customer got a filer from Bio Tech regarding this product. The customer then went to our website instead of using the contact info on the flier. They obviously did not read our return policy or the product info below the price and the picture. Now they are upset that we did not have the same return policy as a different company. This is not a bait and switch. This is not a scam. This is a customer that did not use the contact info from Bio Tech and went to our site instead. We are a legitimate company with a legitimate return policy. I do not appreciate this customer accusing us of scamming them when they just did not order from the company that they intended to. Affordable Heat, LLC has a great product, knowledgeable staff, and excellent customer service reps.

Thank you,

Affordable Heat, LLC
www.EdenPureStore.com