Initial Business Response / [redacted] (1000, 14, 2015/02/11) */ 2-11- Sent via email: Below is our response: The dryer had already been replacedWe sent three men to rectify the Big Green egg caseWe are still waiting for the ash tool part to arriveClient had been compensated the amount of $ We appreciate hearing from you soon Thank you
Initial Business Response / [redacted] (1000, 5, 2014/06/06) */ Our sales team had contacted and advised client yesterday that the unit will arrive today The unit was just received in our warehouseWe have called client and advisedThe delivery is scheduled for tomorrow, June 7,
Initial Business Response / [redacted] (1000, 5, 2014/11/26) */ Airport has been in contact with client today and will be refunding back $to client credit card
Initial Business Response / [redacted] (1000, 5, 2014/02/20) */ Client has already been advised by our sales team member last week that we will credit the amount of $We have requested client to contact us soonest for the credit card information The credit is being processed at this time Consumer Response / [redacted] (3000, 11, 2014/03/27) */ Completely unauthorized charge on my credit card They initially overcharged me for installation feesThey agreed to refund the overage, and did soThey subsequently charged my card for the same amount a month laterThe store did not return my phone calls to have the overage addressed.Refund the $unauthorized charge on my credit cardAnd apologize for underhanded, deceitful business practices Business Response / [redacted] (4000, 15, 2014/05/23) */ The charge of $represents the installation of the unit [redacted] of Bay Appliance contacted client prior to installation and advised that cabinet modification is needed and will be a separate chargeThey agreed to pay the additional charge If there was no cabinet modification done, the charge would have been $We will credit the amount of % Thank you Business Response / [redacted] (4000, 26, 2014/07/08) */ Client agreed to pay the installer to modify the cabinet prior to installation***, the installer, was paid at the time of installThe amount of $client paid us under InvNoCXXXXX was for the actual installation of the unit which is separate from the amount she paid for the modification of the cabinetThe amount of $will be credited back to her accountWe apologize for the delay Consumer Response / [redacted] (4200, 28, 2014/07/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business charged my card without authorization, and the refund promised above has not materialized
Initial Business Response / [redacted] (1000, 5, 2014/11/21) */ Racks were ordered on 10/the day client purchased range but vendor sent wrong racks which we have no control over.Correct racks are being delivered to customer today which were just receivedWe are waiting to get client credit card information to refund back tax promotion in the amount of $Client was also offered $for compensation which was deniedOur operation manager will be giving client a call to resolve issue Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/11/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) As of today, 11/28/14, over a month after the oven was brought, we still do not have a complete stoveAirport appliance has had excuse after excuse why they could not provide the racks timelyThe did not tell us, there was backorder to the racks when I purchase the stoveThe incorrect racks was delivered almost a month after the stove was purchased.When the correct racks was finally delivered it was delivered with missing partsIt was later told, that [redacted] was suppose to call and let us know we were suppose to keep the needed parts from the incorrect racks [redacted] nor anyone from Airport Appliance called with this informationA $credit for all this store has put me, my pastor, our church through is not sufficient Final Consumer Response / [redacted] (3000, 19, 2015/01/13) */ 1-13- Sent via email: Here is my rebuttal Airport Appliance should have known the address for the church was two different location since we did pay for deliveryAirport Appliance came in on 12/30/to install the racks themselvesHowever, when the representative from Airport Appliance came in to install the racks, they too could not get the racks to fitThe manager, [redacted] refuses to return the stove because he is insisting these are the correct racksIn addition, ***, the consumer affairs liaison requested we send over pictures, which I did on 12/31/The last response from Airport Appliance 1/6/states they will contact us to install the correct racksAs of today, 1/12/an appointment has not been scheduled to deliver the correct racksIt is my understanding they still do not have the correct racks as of today [redacted] has stated to me that she is trying to get them to take back the stove, and at this point that is the best solution Final Business Response / [redacted] (4000, 21, 2015/01/21) */ The oven rails were delivered and installed yesterday under Invoice NoPXXXXX
Initial Business Response / [redacted] (1000, 11, 2014/06/03) */ Client had been refunded the full amount of $1,on May 08, Thank you Initial Consumer Rebuttal / [redacted] (2000, 15, 2014/06/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes, I was refunded by Airport Appliance, but only after I filed this complaint and had American Express go after them for fraudulently using my credit cardI am completely disgusted with Airport Appliance and their lack of professionalism and customer care
Initial Business Response / [redacted] (1000, 5, 2014/06/02) */ We have been in communication with clientWe received authorization to replace the refrigerator on May 28, Client already came to our store and reselected Thank you
Initial Business Response /* (1000, 5, 2014/11/20) */
Spoke with client today and advised her that will be able to return ovenClient will call back next week after speaking with DA about case
Initial Business Response /* (1000, 8, 2016/03/07) */
We have reached out to the distributor of Thermador, BSHThey were able to fit an appointment on February but client cancelledThey sent new filters to correct the issue without having the unit serviced
Thank you
Initial
Consumer Rebuttal /* (3000, 10, 2016/03/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The appointment was not cancelled, it was rejected due to a scheduling conflict with workMy expectation is that thermador and Airport Appliance resolve this issue around my schedules, not the other way aroundThe new filters were received 3/and still do not fit the hood unitThis issue is still unresolved
Final Business Response /* (4000, 17, 2016/03/28) */
Below is the response from the distributor, *** ***
Good Morning,
The status has not changedI have not received any information about the customer's availability or preferences in response to my March 11th email in this chain so there was no actionable information for me to send to BSHIf the customer wants me to try and schedule sooner around her schedule then I *** need to know about her schedule, it is as simple as thatIt *** be easiest for her to coordinate directly with BSH since I am not privy to their scheduling availabilities but I am happy to coordinate this on her behalf if I have more information
Thank you,
Final Consumer Response /* (4200, 19, 2016/04/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately again I do not agree with the latest statusI have asked for improved timing on this resolution and have only been provided an appointment date of 4/13/which we regrettably *** attendweeks delay in resolution is unacceptableFrom The original complaint on March 9th I have only been contacted once with a last minute appointment available the next day that I was unable to reschedule my prior appointments
Initial Business Response /* (1000, 10, 2014/04/10) */
Based on the information provided by the Store Manager, client was originally looking for Amana DryerOur sales person showed the unit but was a little over their budgetThey asked for something which is less expensiveWe showed
the Haier dryer which they agreed to purchaseThe unit was delivered and received on February 10, The couple came to the store after a month and claimed that we delivered the wrong unitWe delivered the correct unit stated on Invoice Number ***
We charge 25% restocking fee on all returned units
Thank you
Initial Business Response /* (1000, 14, 2015/04/06) */
4-6-
Sent via email:
Aloha!
The reason why the dryer was not hooked up was because client has a range outlet ready instead of dryer outletShe was advised to have it corrected and contact us after it is done
We are
unable to credit the amount of $
Attached is a copy of the Proof of Delivery
Thank you
Initial Business Response /* (1000, 5, 2016/03/30) */
NSI, extended warranty company, approved a store creditWe have requested our San Jose sales team to contact client and assist
Thank you
Initial Consumer Rebuttal /* (2000, 7, 2016/04/06) */
(The consumer indicated
he/she ACCEPTED the response from the business.)
The store credit is for approximately $less than the purchase price of the range (not including tax)While I would prefer a refund, they refusedThe alternative option given was for a replacement of the range with the same model (likely to have the same issue), but no extended warranty would be available
Initial Business Response /* (1000, 5, 2014/09/11) */
We do apologize about installation issue on washerInstaller did forget to turn back on water for unitThe courtesy call to go back and check installation did not have anything to do with the warranty you purchased and was no cost to
youWe will still honor the warranty deal if warranty is not used within the years towards your next purchaseDue to inconveniences, we can refund you back $to your credit card
Initial Business Response /* (1000, 7, 2015/08/28) */
8-28-
Sent via email from business:
*** ***
On 4/22/15, we charged the amount of $1,The same amount was inadvertently charged on 5/13/The duplicate charge was refunded on
7/10/We have requested the financial entity, Synchrony Relationship Manager, to remove late feesThe client should see the adjustment on her next billing statement
Thank you
Initial Consumer Rebuttal /* (3000, 9, 2015/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I asked to have my credit report cleared
I want a current credit score before I accept to close this complaint or prove that my score has been clearead
Thanks
Final Business Response /* (4000, 11, 2015/09/09) */
We received an email confirmation from Synchrony Financial that the late fee had been waived and should not have not have a negative impact on the credit scoreClient will see the adjustment on the next statement
Thank you
Initial Business Response /* (1000, 5, 2014/09/22) */
Exchange of washer will be approved as it has been confirmed that client called in a few days after receiving unitClient has been informed that new unit will be ordered
Initial Consumer Rebuttal /* (2000, 7, 2014/09/24)
*/
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2014/04/16) */
The unit was replaced on 4/15/under Invoice NoPXXXXX
Initial Consumer Rebuttal /* (2000, 7, 2014/04/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Airport Appliances finally agreed to
replace our cooktop, after days of our petitioning them to do soThey "claimed" that their manufacturer had to first to agree to replace the original unit, rather than cooperate directly with the Hayward store from which we purchased the unitOnce the cooktop was received by their warehouse (after days from their date to replace the unit), their delivery man *** refused to deliver the unit to our homeWe eventually picked the unit up from their warehouse with the assistance of ***, their employee
Initial Business Response /* (1000, 8, 2016/01/11) */
We have contacted client today and advised that we are working on his requestWe did apologize for the delay
Thank you
Final Business Response /* (1000, 11, 2016/01/14) */
We have provided the information client
requested via email today
Initial Business Response / [redacted] (1000, 14, 2015/02/11) */ 2-11- Sent via email: Below is our response: The dryer had already been replacedWe sent three men to rectify the Big Green egg caseWe are still waiting for the ash tool part to arriveClient had been compensated the amount of $ We appreciate hearing from you soon Thank you
Initial Business Response / [redacted] (1000, 5, 2014/06/06) */ Our sales team had contacted and advised client yesterday that the unit will arrive today The unit was just received in our warehouseWe have called client and advisedThe delivery is scheduled for tomorrow, June 7,
Initial Business Response / [redacted] (1000, 5, 2014/11/26) */ Airport has been in contact with client today and will be refunding back $to client credit card
Initial Business Response / [redacted] (1000, 5, 2014/02/20) */ Client has already been advised by our sales team member last week that we will credit the amount of $We have requested client to contact us soonest for the credit card information The credit is being processed at this time Consumer Response / [redacted] (3000, 11, 2014/03/27) */ Completely unauthorized charge on my credit card They initially overcharged me for installation feesThey agreed to refund the overage, and did soThey subsequently charged my card for the same amount a month laterThe store did not return my phone calls to have the overage addressed.Refund the $unauthorized charge on my credit cardAnd apologize for underhanded, deceitful business practices Business Response / [redacted] (4000, 15, 2014/05/23) */ The charge of $represents the installation of the unit [redacted] of Bay Appliance contacted client prior to installation and advised that cabinet modification is needed and will be a separate chargeThey agreed to pay the additional charge If there was no cabinet modification done, the charge would have been $We will credit the amount of % Thank you Business Response / [redacted] (4000, 26, 2014/07/08) */ Client agreed to pay the installer to modify the cabinet prior to installation***, the installer, was paid at the time of installThe amount of $client paid us under InvNoCXXXXX was for the actual installation of the unit which is separate from the amount she paid for the modification of the cabinetThe amount of $will be credited back to her accountWe apologize for the delay Consumer Response / [redacted] (4200, 28, 2014/07/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business charged my card without authorization, and the refund promised above has not materialized
Initial Business Response / [redacted] (1000, 7, 2014/04/14) */ We are in contact with client and the pictures provided are being reviewed Thank you
Initial Business Response / [redacted] (1000, 5, 2014/11/21) */ Racks were ordered on 10/the day client purchased range but vendor sent wrong racks which we have no control over.Correct racks are being delivered to customer today which were just receivedWe are waiting to get client credit card information to refund back tax promotion in the amount of $Client was also offered $for compensation which was deniedOur operation manager will be giving client a call to resolve issue Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/11/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) As of today, 11/28/14, over a month after the oven was brought, we still do not have a complete stoveAirport appliance has had excuse after excuse why they could not provide the racks timelyThe did not tell us, there was backorder to the racks when I purchase the stoveThe incorrect racks was delivered almost a month after the stove was purchased.When the correct racks was finally delivered it was delivered with missing partsIt was later told, that [redacted] was suppose to call and let us know we were suppose to keep the needed parts from the incorrect racks [redacted] nor anyone from Airport Appliance called with this informationA $credit for all this store has put me, my pastor, our church through is not sufficient Final Consumer Response / [redacted] (3000, 19, 2015/01/13) */ 1-13- Sent via email: Here is my rebuttal Airport Appliance should have known the address for the church was two different location since we did pay for deliveryAirport Appliance came in on 12/30/to install the racks themselvesHowever, when the representative from Airport Appliance came in to install the racks, they too could not get the racks to fitThe manager, [redacted] refuses to return the stove because he is insisting these are the correct racksIn addition, ***, the consumer affairs liaison requested we send over pictures, which I did on 12/31/The last response from Airport Appliance 1/6/states they will contact us to install the correct racksAs of today, 1/12/an appointment has not been scheduled to deliver the correct racksIt is my understanding they still do not have the correct racks as of today [redacted] has stated to me that she is trying to get them to take back the stove, and at this point that is the best solution Final Business Response / [redacted] (4000, 21, 2015/01/21) */ The oven rails were delivered and installed yesterday under Invoice NoPXXXXX
Initial Business Response / [redacted] (1000, 11, 2014/06/03) */ Client had been refunded the full amount of $1,on May 08, Thank you Initial Consumer Rebuttal / [redacted] (2000, 15, 2014/06/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes, I was refunded by Airport Appliance, but only after I filed this complaint and had American Express go after them for fraudulently using my credit cardI am completely disgusted with Airport Appliance and their lack of professionalism and customer care
Initial Business Response / [redacted] (1000, 5, 2014/06/02) */ We have been in communication with clientWe received authorization to replace the refrigerator on May 28, Client already came to our store and reselected Thank you
Initial Business Response / [redacted] (1000, 5, 2014/11/21) */ Airport will order correct range at no extra cost to client
Initial Business Response /* (1000, 5, 2014/11/20) */
Spoke with client today and advised her that will be able to return ovenClient will call back next week after speaking with DA about case
Initial Business Response /* (1000, 8, 2016/03/07) */
We have reached out to the distributor of Thermador, BSHThey were able to fit an appointment on February but client cancelledThey sent new filters to correct the issue without having the unit serviced
Thank you
Initial
Consumer Rebuttal /* (3000, 10, 2016/03/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The appointment was not cancelled, it was rejected due to a scheduling conflict with workMy expectation is that thermador and Airport Appliance resolve this issue around my schedules, not the other way aroundThe new filters were received 3/and still do not fit the hood unitThis issue is still unresolved
Final Business Response /* (4000, 17, 2016/03/28) */
Below is the response from the distributor, *** ***
Good Morning,
The status has not changedI have not received any information about the customer's availability or preferences in response to my March 11th email in this chain so there was no actionable information for me to send to BSHIf the customer wants me to try and schedule sooner around her schedule then I *** need to know about her schedule, it is as simple as thatIt *** be easiest for her to coordinate directly with BSH since I am not privy to their scheduling availabilities but I am happy to coordinate this on her behalf if I have more information
Thank you,
Final Consumer Response /* (4200, 19, 2016/04/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately again I do not agree with the latest statusI have asked for improved timing on this resolution and have only been provided an appointment date of 4/13/which we regrettably *** attendweeks delay in resolution is unacceptableFrom The original complaint on March 9th I have only been contacted once with a last minute appointment available the next day that I was unable to reschedule my prior appointments
Initial Business Response /* (1000, 10, 2014/04/10) */
Based on the information provided by the Store Manager, client was originally looking for Amana DryerOur sales person showed the unit but was a little over their budgetThey asked for something which is less expensiveWe showed
the Haier dryer which they agreed to purchaseThe unit was delivered and received on February 10, The couple came to the store after a month and claimed that we delivered the wrong unitWe delivered the correct unit stated on Invoice Number ***
We charge 25% restocking fee on all returned units
Thank you
Initial Business Response /* (1000, 14, 2015/04/06) */
4-6-
Sent via email:
Aloha!
The reason why the dryer was not hooked up was because client has a range outlet ready instead of dryer outletShe was advised to have it corrected and contact us after it is done
We are
unable to credit the amount of $
Attached is a copy of the Proof of Delivery
Thank you
Initial Business Response /* (1000, 5, 2016/03/30) */
NSI, extended warranty company, approved a store creditWe have requested our San Jose sales team to contact client and assist
Thank you
Initial Consumer Rebuttal /* (2000, 7, 2016/04/06) */
(The consumer indicated
he/she ACCEPTED the response from the business.)
The store credit is for approximately $less than the purchase price of the range (not including tax)While I would prefer a refund, they refusedThe alternative option given was for a replacement of the range with the same model (likely to have the same issue), but no extended warranty would be available
Initial Business Response /* (1000, 5, 2014/09/11) */
We do apologize about installation issue on washerInstaller did forget to turn back on water for unitThe courtesy call to go back and check installation did not have anything to do with the warranty you purchased and was no cost to
youWe will still honor the warranty deal if warranty is not used within the years towards your next purchaseDue to inconveniences, we can refund you back $to your credit card
Initial Business Response /* (1000, 7, 2015/08/28) */
8-28-
Sent via email from business:
*** ***
On 4/22/15, we charged the amount of $1,The same amount was inadvertently charged on 5/13/The duplicate charge was refunded on
7/10/We have requested the financial entity, Synchrony Relationship Manager, to remove late feesThe client should see the adjustment on her next billing statement
Thank you
Initial Consumer Rebuttal /* (3000, 9, 2015/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I asked to have my credit report cleared
I want a current credit score before I accept to close this complaint or prove that my score has been clearead
Thanks
Final Business Response /* (4000, 11, 2015/09/09) */
We received an email confirmation from Synchrony Financial that the late fee had been waived and should not have not have a negative impact on the credit scoreClient will see the adjustment on the next statement
Thank you
Initial Business Response /* (1000, 5, 2014/09/22) */
Exchange of washer will be approved as it has been confirmed that client called in a few days after receiving unitClient has been informed that new unit will be ordered
Initial Consumer Rebuttal /* (2000, 7, 2014/09/24)
*/
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2014/04/16) */
The unit was replaced on 4/15/under Invoice NoPXXXXX
Initial Consumer Rebuttal /* (2000, 7, 2014/04/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Airport Appliances finally agreed to
replace our cooktop, after days of our petitioning them to do soThey "claimed" that their manufacturer had to first to agree to replace the original unit, rather than cooperate directly with the Hayward store from which we purchased the unitOnce the cooktop was received by their warehouse (after days from their date to replace the unit), their delivery man *** refused to deliver the unit to our homeWe eventually picked the unit up from their warehouse with the assistance of ***, their employee
Initial Business Response /* (1000, 8, 2016/01/11) */
We have contacted client today and advised that we are working on his requestWe did apologize for the delay
Thank you
Final Business Response /* (1000, 11, 2016/01/14) */
We have provided the information client
requested via email today
Initial Business Response /* (1000, 5, 2014/06/17) */
We contacted client and left a message.