RollerTrol Automation Systems Recommended purchase of product we could not use and then refused a refund Hilo Hawaii
We contacted Roller Trol to purchase wireless window openers for windows that are very high-up in a greatroom. We provided a detailed description of our windows, including the fact that the sills were 12' from the floor.
The representative suggested we purchase $495 worth of product, indicating that the product would - remotely and wirelessly - open the windows in our new home. We purchased the suggested products. Roller Trol sent the products to the wrong address, but we eventually received them. Naively, we trusted the company's recommendations and left the purchased items in the unopened box until our contractor could install them, which was several months later.
When we opened the box, we found that the units had short cords and required a plug-in. Our contractor and electrician both examined the product and the literature on the product. They said the Roller Trol units could not be installed without tearing up our new walls and hard-wiring the units. This would cost us at least $1,000, not including the repairs to the walls.
We contacted Roller Trol to see whether we could exchange the products for a truly wireless system or receive a refund. We did not receive a straight answer about whether there was a truly wireless unit, which is what we thought we had purchased. Despite the fact that the product was untouched and had never been used, the company flatly refused a refund, stating that we had waited too long. The representative suggested we install the units by running wires up our walls. We did not want visilble wires running 12' up the interior or exterior walls of our new house.
Roller Trol then blamed us for obtaining the wrong units, stating that we should have asked more sophisitciated questions about battery voltage, etc. When we observed that we had relied upon their expertise, Roller Trol continued to refuse to give us either a satsifactory replacement or refund.
In our opinion, we received terrible customer service from the beginiing (when they misadvised us, caused us to purchase hundreds of dollars of product that we could not reasonably use, and sent them to the wrong address) to the end (when they refused to give us a viable replacment or refund and then blamed us for the problems).
1 Updates & Rebuttals
Adrian
Hilo,Hawaii,
USA
Limits of Our Return Policy
#2REBUTTAL Owner of company
Wed, April 26, 2017
We sold some window openers to this customer for a clerestory installation, and six months later he decided he did not want them because they did not have built-in batteries. We reviewed the request (we keep all email communications in a central database) and could see that there was never any discussion with our tech people about built-in battery operation at any time.
The client never asked about battery capacity, recharge time or any other aspect of battery operation. We had no way of understanding that they expected the batteries to be built-in.
Our actuators run on 12v DC and can certainly be battery powered, as many of our clients do, using a small motorcycle battery or stand-by light battery and solar panel/trickle charger of some kind. Since a half a year had passed and we had designed a new, improved type with adjustable stroke, we declined the return.
However, we offered to find one of our contractors that would want to buy them. This was not a remote possibility as we have sold thousands of these units to many commercial contractors. Nevertheless, this client has posted a very unpleasant review that is untrue. Please understand that we do not accept returns on sales 6 months ago.
We have a return policy that is available if you decide within 7 days that your unit is not suitable, and we often stretch that to accommodate people. But please don't expect this if 6 months have passed.