The customer service experience was disappointing. After purchasing a unit, the plumber unboxed it only to discover it required a stainless steel sleeve for venting, which was incompatible with the existing PVC vent. I contacted the support team with all necessary details for a return authorization. They insisted I cover the shipping costs and a 20% restocking fee. I filed a dispute with my credit card, stating they recommended the sleeve but didn't clarify it was mandatory. When I mentioned the dispute, customer service claimed I couldn't return the unit at all, which felt like blackmail. This is the treatment I received from a company with a low BBB rating.
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