Dean's Ready Mixed, Inc.

First of all, there are no exploding parts in a washing machine. This customers unit that was on [redacted] fell apart a year ago due to customer misuse by putting a waterproof garment in the machine, and having it spin on a high spin cycle.  this could happen to any brand of...

washer, not just [redacted]. [redacted] has dedicated a phone number and website for the customer to use to help resolve their issue. Appliance Mart did NOT manufacture this washer, [redacted] did. so the responsibility does lie with [redacted] on a resolution. If the customer follows the right steps, they will be taken care of.

Complaint: [redacted]
I am rejecting this response because:I did not say I was charged, I stated that we received an order number and a response by email stating that our order was received and that we were to receive a phone call from the company, which we never did to determine what the final cost with shipping would be. We had to call you. It is bad business to have a website that according to the manager/owner even admits to there being items or services advertised that they do not provide. I believe they call that false advertising. Yes, mistakes happen, but it seems that they are a standard on your website. We entered our credit card information on that website, and if as you say, there’s mistakes on it then it is possible our information could get stolen. Why have us enter personal information if you don’t use the website to sell things? This is really ridiculous.  As a company, you should be aware that most people trust that when you enter credit card information or if you are advertising something that you are selling or provide a service for, you should be truthful and provide that item or service. Please take down your website and revise it so it clearly states that you are not actually placing an order on your website and do not have people enter credit card information on your website if you are not actually selling appliances. I will not use your business ever again and I will be sure to inform friends and the general public of this matter. I will be more than happy to forward the email sent to us by your company so you can see it. 
Regards,
[redacted]

Today is the first time that I heard about this problem. I am very sorry that the air conditioner is not working properly. I called [redacted] Factory service and was told that the parts were on order. As soon as the parts arrive to the factory service station they will replace the parts for the...

customer.  I know this is frustrating for the customer but [redacted] is working to get the parts to the service station as fast as they can. I am very sorry that the customer is not happy with the factory service. Some times it takes a bit longer than they expect.

Complaint: [redacted]
I am rejecting this response because:In regards to the closed complaint (#[redacted], I would like to file a response to the business. I didn't see the email and/or the timeline that was due for a response. I have written a response because the business' response to my filing is inaccurate and false. Please read below:Since my report was submitted to the Revdex.com, the repairman finally came out and repaired one of two electronic boards, which was the cause of the problem. I reject the response from the business because the desired settlement was not met. In order to have this repair take place, it spanned approximately a three month time frame with numerous calls, no responses and very bad customer service. When a reputable business sells an extended warranty, there is an established process for claims: Usually a complaint is filed, a service person is called and that service provider determines the cause of the problem. In this case, the owner repeatedly denied the claim over the phone without following the correct process. She determined herself, without any valid reason, that she would deny the claim. She states that there was “confusion on whether the part would be covered”, but this is the contentious point. I explained, in detail, what was wrong, and she decided, without proper process, to deny it. This is the reason that I felt I had to hire an independent contractor to prove that it was indeed a covered part, which cost me the $40 for diagnosis. When I spoke to [redacted] and relayed this information, she said she would have [redacted] come out and look at it. Due to another several weeks delay, I called [redacted] to ensure [redacted] had scheduled the appointment as she said she would. [redacted] told me she hadn’t and if I wanted it scheduled, they then instructed me that I would have to place my credit card on file until [redacted] approved the service call. By this time, [redacted] had agreed that she would send someone out, so I placed my credit card in faith so I could have the appointment booked. Once they came out, made the diagnosis, agreed with the independent contractor I had previously hired, then, and only then did she order the part. The part sat at her business for over two weeks because she didn’t want to pay [redacted] to come out to fix it. She hired her own contractor, and told me that he would come out when he could, since he already had another full time job and was going to do this for her in his spare time. When I asked her to pay/reimburse for the service call, $75,  she became upset because she said she never intended to pay them and was going to order the part only, not pay for the diagnosis. Since she never made the appointment to have them repair the part, then she felt that I had to pay for the diagnosis. This is an extreme way to cut corners while I waited for months without an ice maker or dispensable water, which we also had to purchase ourselves for those months at an added expense. Due to the above facts, I will continue to pursue this until the desired settlement is met. 
Regards,
[redacted]