ComplaintsforPexUniverse.com

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased fittings and two manifolds from pexuniverse.com. A little over a month later we decided not to use the manifolds. Never opened them or anything. Called Pex and the lady told us we could return the manifolds but not the fittings. The lady emailed us return instructions, including an RMA#. We returned the manifolds, confirmed delivery June 9th, and waited for our refund. Over a month went by and still no refund so we tried calling 10+ times and no one would answer the phone, didnt matter the day or time. So on July 26th we emailed them. They emailed us back saying that we were past their 60 day return policy and asked if we had spoken to anyone about returning the manifolds. We responded with a yes and explained that the woman we originally spoke to said we could return them and even gave us an RMA. NO response whatsoever! We have since emailed them twice about our refund and NOTHING!

  Business response

  08/07/2023

  To whom it may concern:

   

   

  Order was placed on March 13, 2023 per our return policy items are eligible for return only within the first 60 days. The times were returned to us on June 9th, which is past the 60 days, however as a courtesy we issued a refund for the returned items - the fee, please feel free to contact us if you have any questions or concerns.

   

   

   

  Best Regards,

  PexUniverse.com

   

  Customer response

  08/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable to me and the matter has been resolved. 

  
  Sincerely,
  
  *******************************
  
  
  
   
  

  
  

• Initial Complaint

  03/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  May 20th 2022 I ordered 4pcs. Taco 3/4 threaded Zine Sentry Valves at a total cost of $451.80 +tax via PayPal from Pex Universe (order number ******) they were backordered until late August (I was okay with that since my project wasnt until fall) The parts never arrived in August so I waited til the week after Labor Day and called to check the eta; the lady said they were expecting another shipment later in September but didnt know if my parts would be in it, October comes nothing- I call back same story,November comes I call again no parts and no eta so I cancel the order ( the lady tells me theyll refund my PayPal). My wife does the bills and I asked her later in December if we received a credit-nope no credit.I call back right after the holidays- sorry they said well refund your money.February comes still no refund and the lady says she didnt know why it wasnt processed and she would have it taken care of.March comes still no refund only this time when I call the lady tells me unfortunately we cant refund your money because the order is so old but we can offer you a store creditNeedless to say I told her that wasnt acceptable and that it was their fault the order was so old (over 4 months since cancellation)and I want my PayPal credit not $500 of stuff I dont need.They have done nothing to resolve this matter other than kicking the can down the road so they can blame it on me. Thank You

  Business response

  03/29/2023

  To whom it may concern:

  
  Unfortunately, PayPay doesn't allow refunds for orders that are passed 180 days, when you placed the order you agreed to wait for the back order, the items were ordered for you. Unfortunately, you'll have to contact PayPal to receive the balance to your PayPal account.  

   

   

  Best Regards,

  *************** *********** **************** **** ********** ************

  Customer response

  03/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  i did agree to the backorder (ordered in May and the website said backordered til August)August came and went (you agreed to have my parts to me by August and failed to deliver the backorder so that's on you-As I stated i decided to go ahead and wait to see if they showed up since I needed them no later than the end of November for the job and after inquiring every month after August up until November(6 months aka 180 days) when I had to cancel and the lady told me I would receive a refund on the zone valves-I didn't ask her she voluntarily told me.Unfortunately nobody processed the refund on your end so that's on you as well.So the backordered parts were never delivered and the refund was never processed by Pex Universe after multiple phone calls and here we are over 4 months after the order cancellation discussing how ********************* is going to get his paypal credit-heres an idea mail me a check for the refund amount.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

  Business response

  04/13/2023

  Dear Customer,

   

  Please contact Paypal, they'd be able to assist you with the reimbursement. 

   

  
  Best Regards,
  *************** *********** **************** **** ********** ************
  
  

   

   

   

  Customer response

  04/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because I have to call Paypal which should have been done by Pex Universe 5 months ago so I will do my regular working job and the job they failed to do in a timely manner to see if Paypal can help me.

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

• Initial Complaint

  01/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a ********** Expansion Tank HGT-90 for $128.95. Order number ******. I installed the tank and it failed in less than two weeks. I was sent a RMA and Shipping Label. I returned the tank and have been waiting for nearly two months for a replacement. At first I was told two weeks because they were not in stock. After 3 weeks went by, I contacted them again and was told another 5 days. another week goes by and I am told that it will be another 2-3 weeks because they have to wait on the manufacture warranty claim.I asked about a refund. I was told I would loose 15% for a restocking fee. Okay I will accept that. But then they tell me that I have to wait for the manufacture warranty return to complete. So I paid them before Thanksgiving. Now in the middle of January I have nothing for it, and don't have any timeline for resolution. It seems to be totally in the hands of some nameless manufacturer who may not even exist. I originally wanted a replacement. I put epoxy on my existing tank to stop the leak. Note this is part of a heating system and it is winter. At this point I will accept either a replacement, or a refund, even paying 15% re-stocking fee. it does not appear that I can get either.

  Business response

  01/26/2023

  Dear whom it may concern:

   

   

  Your order was refunded for the return in January 16, 2023, please check your bank records and feel free to contact us again.

   

   

  Best Regards,
  PexUniverse.com

  Customer response

  01/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  ************ only did a partial refund (I received a 85% refund). 

  I still lost 15% of the purchase cost as a re-stocking fee.  Which does not seem fair for a warranty return.  Basically, I paid them 15% to test a product that was 5 years old when I received it.  It was manufactured in April of 2017, and I received it in November of 2022.   It only has a 5 year warranty, so was basically out of warranty when I received it..

  
  ***************************
  
  
  
  
   
  

  Business response

  01/27/2023

  Dear Customer,

   

   

  You had the option to receive a replacement at no additional cost, which you refused. At this time the refund was issued and the return is closed.

   

   

  Best Regards,

  ***********

   

  Customer response

  01/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

  Although I was given the option to receive a replacement, After nearly 2 months, I gave up on that.  At first I was told that I needed to wait 2 weeks since they were not in stock.  Then when I could see that they had inventory in stock I was told that I needed to wait for the factory (where ever they are) to respond.  So I gave up on the replacement.  I have no doubt that I would still be waiting for a replacement.   

   

  ***************************
  
  
  
  
   
  

• Initial Complaint

  09/24/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order #: ****** Date: 08/02/2021 Total: $239.4 I ordered the 4-Section, 4" x 19" Cast Iron Radiator, Free-Standing, Slenderized/Tube style $87.95 / each. It arrived. I test fitted the threaded holes with brand new cast iron fittings and brass fittings. They went in about halfway. with force. and would not move anymore. I contacted Pexuniverse and they had me contact the manufacturer. I contacted them and told them what I used, what I did and the manager said send it back the threads are damaged. So I contacted PU and told them what they said. They sent me out a shipping label and I returned the radiator. The replacement came within a week or two and I tried the same brand new fittings and the top holes the fittings only went in about 2 threads. I contacted them several times and the last final time the lady told me there wasnt anything they could do the warranty was up. I was like warranty? How could it be up since you just sent it to me.

  Business response

  09/24/2021

  To Whom it May Concern:

   

  Originally, the customer contacted PexUniverse indicating that  he received a defective item, per our return policy we emailed him a return shipping label and sent a replacement radiator. A week later the customer called again indicating that the replacement was now defective as well, PexUniverse asked the customer for pictures. Per the submitted pictures PexUniverse determined that the Cast Iron Radiator wasn't  defective, the customer is using a different type of fitting not national pipe thread ( it looks more as flair or BSP). Nonetheless PexUniverse informed the customer that if he did not like the product he could return it for a refund. Unfortunately we could no longer provide a prepaid shipping label, per our return policy we only provide return shipping label for the fist two weeks of the initial purchase.

   

  Again customer can return the item for a refund.

   

  Best Regards,

  PexUniverse 

  Customer response

  09/24/2021

  Pictures were sent. If you claim I was using the wrong fitting which I wasnt then you shouldve made me aware of it. Steam radiator valves are tapered. Good customer service is making the customer happy and sending a product that works. Customers should not habe to pay for your screw ups and lack of caring. I guess other reviews of this company are pretty accurate as to how they could care less about the customer. I alerted you about the second radiator top threads not allowing any fitting I used to go in other than about 2 threads. That right there is a defect. I will no longer do any business with this company. I will tell others about this experience in hopes they will find another supplier. Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ** *****  
  
  
   
  

• Initial Complaint

  06/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased a new pump with 2yr Warranty. Pump went bad so I purchased another pump at a higher price one year later. Upon placing the order for the new pump it was made clear since it was a new purchase I would have the same 2yr warranty! Well.. the new pump did the same thing and failed. Now I’m being told I don’t have a warranty cause they go off the first pump purchase. Even though the new pump was a whole different transaction! These are expensive pumps and demand a full refund!!

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩