Called over to Roy's looking to buy a replacement part for my grill. After talking about my grill's symptoms Brian Pfannenstiel sold me a new part. Once installed, my grill threw an electronic error code because the part was wrong. There was another option for this part that actually fit my grill. Brian's response was, "as far as I know that probe is on backorder. I have been waiting on one for another customer for several weeks." I then asked for a prepaid UPS label to return the incorrect part and told him I would like a full refund. He responds to me in all caps stating that it was not his fault that when I called him I was not able to provide the serial number and "IF YOU WOULD LIKE TO RETURN THE PART IT WILL BE AT YOUR EXPENSE." I did provide him the model though and he never mentioned that there were two different options for replacement. So I ended up paying to ship the item back to him and he only offered a refund for price of the item and not the cost to ship to me. In total it cost me $16 to learn that I will never do business with Brian Pfannenstiel or Roy's Sales & Service. He must get away with this rude and terrible service since he is one of very few options in a small town. Its a shame. read more
