• Report: #993203

Complaint Review: HCcost

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  • Submitted: Tue, January 08, 2013
  • Updated: Tue, January 08, 2013

  • Reported By: kimberli9 — Phoenix Arizona United States of America

HCcost Home Care Cost perpetuates Misleading, Potentially Fraudulent Sales Terms on Amazon Internet

*Consumer Comment: Horrible customer service

*REBUTTAL Owner of company: Suburb of Phoenix

*Author of original report: Response to HCcost

*REBUTTAL Owner of company: hCcost Reply

*UPDATE Employee: Reply to customer from hCcost

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I purchased a refrigerator from HCcost via Amazon Marketplace on 12/14/2012, which was to be shipped between 12/20/12 and 12/21/12.  My credit card was charged immediately for the purchase and shipping costs.  I was charged $93.45 for shipping on a $623 refrigerator. The shipping company used by HCcost claims to have received the item on 12/26/12 but I still have not received the item.  Revised delivery date became 12/28/12 to 12/31/12.  When I still had not received the item a week past that point, I was told by HCcost that delivery would be 1/8/13.  Now estimated delivery date is 1/11/2013.  I have asked first for  refund, which was ignored by the seller.  Seller offered instead an extended warranty on the product, which is of no use to me.  I have now asked for a refund of the shipping costs.  I have no idea if I will ever receive this product and I fear what will happen if the item is not as described or not in good condition.  Response and customer service on behalf of HCcost and their shipper is been abysmal.  Avoid this company.  You may never receive your merchandise and the cost of your own time by far outweighs any cost savings.

This report was posted on Ripoff Report on 01/08/2013 08:31 AM and is a permanent record located here: http://www.ripoffreport.com/r/HCcost/internet/HCcost-Home-Care-Cost-perpetuates-Misleading-Potentially-Fraudulent-Sales-Terms-on-Amazon-993203. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 2Consumer 2Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

Horrible customer service

AUTHOR: tired of being cheated - ()

I am having a problem, as well, with HCcost and they refuse to provide a phone number to call them. They have not answered any emails and even Amazon does not have their phone number. I will file an official complaint if I do not hear back from them today. I have been waiting for a washing machine, but they lied about the delivery date and they will not respond to emails. If anyone can provide a customer service number for HCcost, Id be greatful.

thank you

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#2 REBUTTAL Owner of company

Suburb of Phoenix

AUTHOR: hccost - (United States of America)

Hi Kimberli,

Yes, as you stated Suburb of Phoenix. This is not a book or a digital camera where we can over night via UPS and FedEx. This is a 300 lbs unit which requires to be shipped via freight LTL carrier a 53 foot trailer. Due to your zip code, the carrier stated it will require additional time frame. As we promised, the refund was already applied for the shipping charge and the 10 year extended warranty will be shipped via USPS. Once again, we always thank you and every customer of ours for their business. We strive for customer satisfaction.

Please contact me directly for further questions or concerns, I will be happy to assist.

thank you

Mark I. Account Specialist

Your Friend from hCcost

Our Customer Support

Department is open:

Monday-Thursday 10:00am - 6:00pm EST, Friday 10:00am-3:00pm EST.
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#3 Author of original report

Response to HCcost

AUTHOR: kimberli9 - (United States of America)

Everything I have stated here is factual and nothing is falsified or exaggerated whatsoever.  I have not even received my item yet, so it's too early to talk about resolution.  This is to be delivered to a suburb of Phoenix, Arizona, which is the 5th largest city in the United States.  It is NOT a rural location.  The shipper told me that this item requires an appointment for delivery and, although they received the item in Phoenix on 1/7/2013, they had no available appointments until 1/11/2013.  I did not choose this shipper and it is no fault of mine that they have unreasonable delivery policies.  They have had this item in their possession since 12/26/2012, according to them.  My complaints about this are reasonable, considering this item should have been in my possession two weeks ago, according to the purchase terms.  This is a $623 item, not a book or other small dollar value purchase.  You responded quickly today because I have posted realistic but unflattering reviews of your company's consumer policies.  I have, up to now, not received any satisfactory or prompt answers.

Once I receive this item and you have refunded my shipping costs, I will update my postings to reflect that.  I simply want this resolved in a fair and reasonable manner.
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#4 REBUTTAL Owner of company

hCcost Reply

AUTHOR: hccost - (United States of America)

Hi Kimberli,

My name is Mark and I did reply to your email requesting the shipping and handling charges to be refunded to you within 7 minutes of receiving your email. The reason why it took a little longer for delivery is because the shipping carrier stated to us that you live in a rural beyond point area which takes longer for your refrigerator to be
delivered. I replied promptly and answered your questions accurately and gave you what you requested for and on top of that gave you FREE of charge for your refrigerator a 10 year extended warranty for the slight delay. This order had to be delivered on 1/8 originally, but because of your location it was rescheduled for 1/11. Please do not falsify the review, you requested the refund for shipping, I gave it to you. I am always here to help and assist every customer of ours before and after every order is placed. You may call me directly or email me anytime or day to discuss this order, thank you once again for your business.

Mark I. Account Specialist
Your Friend from hCcost
Our Customer Support
Department is open:
Monday-Thursday 10:00am - 6:00pm EST, Friday 10:00am-3:00pm EST.
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#5 UPDATE Employee

Reply to customer from hCcost

AUTHOR: hccost - (United States of America)

Hi Kimberli,

My name is Mark and I did reply to your email requesting the shipping and handling charges to be refunded to you within 7 minutes of receiving your email. The reason why it took a little longer for delivery is because the shipping carrier stated to us that you live in a rural beyond point area which takes longer for your refrigerator to be delivered. I replied promptly and answered your questions accurately and gave you what you requested for and on top of that gave you FREE of charge for your refrigerator a 10 year extended warranty for the slight delay. This order had to be delivered on 1/8 originally, but because of your location it was rescheduled for 1/11. Please do not falsify the review, you requested the refund for shipping, I gave it to you. I am always here to help and assist every customer of ours before and after every order is placed. You may call me directly or email me anytime or day to discuss this order, thank you once again for your business.

Mark I. Account Specialist
Your Friend from hCcost
Our Customer Support
Department is open:
Monday-Thursday 10:00am - 6:00pm EST, Friday 10:00am-3:00pm EST.



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