I ordered a gas valve for my furnace from PDX RV. Using the guide on their website, I ordered the valve that was specified for the furnace model I was working on. I received it with no problem along with a few other parts I needed. After I received the order, I ended up in and out of the hospital for several months. As a result, I was not able to work on my RV. When I was able to work on the furnace, that is when I found out the gas valve incorrect. I wrote to them by email, referencing the order number, date of the order, and what the problem was. Angela issued an RMA Form (Return Merchandise Authorization) with instructions on how to send the valve back. She even wrote in the email to me that she would waive the restocking fee if I made that notation on the RMA Form.
Here is what she wrote:
On Friday, March 6,2020, 01:19:04 PM CST, PDX RV <*******@gmail.com> wrote:
Please just send it back and put on the RMA that I approved to waive the fee and we can be done with the issue.
Best,
Angela Stone
Vice-President
Thank-you for your business, we truly appreciate it.
I sent the valve back unopened in the original packaging. A couple of weeks after the tracking showed they received the return and I hadn't received a refund, I contacted PDX RV by email.
Here is Angela's response:
I am not able to accept the return because we can not accept returns after 90 days from the date of purchase. You ordered this on 8/21/2019.
This policy is stated on our site under terms and it is stated on the rma form itself, so I'm not sure why you sent it back with the conditions clearly communicated to our customers.
She CLEARLY knew that it had been past the 90 days, but willingly issued an RMA to me so I could send the incorrect valve back to them. Even agreeing to waive the restocking fee. Now that they have the $57.00 valve back in their possession and I have NOT received my refund.
I filed a complaint with the BBB and just received notice from them (a few minutes ago) that they closed the claim after not getting a response from PDX RV after four months. Based on my experience and other complaints I have found on the internet about PDX RV, I will NEVER do business with them again. Do some research on the internet and you will find they do not operate honestly and have terrible customer service. There are plenty of other places to get your RV parts from other than them.