FibropoolReviews of fibropool.com

I purchased an FH235-i directly from FibroPool after several friendly and reassuring telephone conversations with Yavuz, who identified himself as the company founder. Unfortunately, the unit that arrived was unacceptable. The cabinet was cracked/deformed around an improperly seated screw, and the shipment contained no accessory package, no advertised 1.5-inch fittings, no condensation fittings and no paperwork/manual. There were also significant specification questions. The FH235-i was being marketed at approximately 35,000 BTU, while the nameplate on the actual unit I received stated 24,000 BTU, COP 4.90 and 10.8 GPM rated water flow. I asked for technical documentation explaining these differences before paying an electrician to install the unit, but I never received a satisfactory written explanation. What disappointed me even more was how the communication changed after I reported the damaged and incomplete shipment. Before the sale, communication with Yavuz was friendly and responsive. After the problem arose, responses became much harder to obtain, including promised electrical-installation information that never arrived. By Monday evening I still had the damaged ~$1,500 unit, no return label, no refund and had not heard back that day. I contacted Chase because I wanted to make sure I was financially protected if the return/refund became a problem. I did not understand that this would become a formal chargeback dispute. Despite all of this, I was still acting in good faith toward FibroPool. I ordered another FH235-i through Amazon before receiving the refund for the first unit and before the damaged unit had even completed its return. FibroPool then cancelled that Amazon order. I was subsequently told that because I had initiated a credit-card dispute, FibroPool would refuse to accept or fulfill any future order from me. FibroPool ultimately issued the full refund, and once that refund posted Chase confirmed that the dispute was resolved. I understand that merchants take chargebacks seriously. But under these circumstances I found FibroPool's response disproportionate and unprofessional. The original problem was created by FibroPool shipping me a damaged and incomplete product, and my contact with Chase was simply an attempt to protect myself while I was still waiting for a return label and refund. The most telling part for me is that I trusted FibroPool enough to order a second heater before I had even received my money back for the first one. Instead of recognizing that good faith and simply completing the refund, asking me to close the dispute and allowing the replacement purchase to proceed, FibroPool permanently refused my business. I was very disappointed both with the condition of the product I received and with how the company handled the problem afterward.