Global Health Care, Inc.

On behalf of Spencer's we are sorry to hear the D***'s needed service out of the gate. We have called ** on behalf of the D***'s and yes they will not replace. They show the dryer was fixed by *** *** Service on 5-25-16(see attached work order). If this is not the
case please contact Jim Beck at Spencer's corporate *** to discuss further. Thanks for your business

Here is our response to a complaint from *** ***: We have checked all records and handled her concerns from the 6/30/complaint. We have not heard from her since. Thanks for bringing this to our attention

Thank you for the letter from *** *** and anopportunity to address Mr*** concerns. I apologize Mr*** has had problems with hisKitchenaid wall oven / microwave combination. This is the second repair on their product in less than a year andKitchenaid does support
their product. Icontacted Kitchenaid and requested their warranty be extended and Kitchenaidhas extended their warranty by months from the original date of purchase of9-25-2014. Kitchenaid’s ID # is ***for Mr***. The extension of theirwarranty is documented by Mr*** phone number as well as the productsmodel and serial number.Iwould like to assure Mr*** if there is another incident of the productfailing during the first year to please contact myself directly at ###-###-####to discuss options from Kitchenaid. Their procedure for reviewing problematic appliances is threerepairs during the manufacturers original warranty period and if there isanother failure I would like to be contacted to facilitate the review processas well as trying to get Mr*** taken care of as quickly as possible.Withreference to Mr*** statement on the rudeness of the service company’sstaff, I sincerely apologize. We try totake care of as many consumers that have products that have failed as quicklyas possible. The “not my problem”mentality is not one we mean to have or should ever come across to the consumerwith. I have addressed this with theservice company completing the repair and they have performance meeting andthis has been addressed.Mr.*** appliance repair was completed on 7-28-and I have verified withthe technician the unit was operating correctly.Sincerely,*** ***Spencer’s TV & Appliance

Revdex.com:
Thank you so much for your help in facilitating a quick resolution to my dispute with Spencers TV and electronics
We made contact with them on Friday the 4th and they informed us that because of your involvement they would resolve the issue with us which they have done today 8-7-17. Thank you,
*** ***

To whom it may concern: I have attached a copy of the invoice that Mrs*** has in her possession from when she ordered the water system. You will notice on the invoice it says "CODINSTALL ~CUSTOMER TO PAY INSTALL COST". She was aware that there was going to be an install charge
and that it would be paid by her. Based on the invoice one could make the argument that she wasn't aware of the amount of the install (which was discussed in the store), but since it wasn't itemized on the invoice we told her that if Spencer's did anything wrong, we'd like to correct it. She finally agreed that she knew there was going to be a charge but after not being able to get 0% interest financing on the whole purchase and putting some on a high interest credit card she was frustrated. The last conversation ended with us telling her to think it over and to call us back with what she considered a fair solution. She has not called back.As far as how many and what types of payments she chose to use... We have no control over our customers financial abilities. Unfortunately she wanted to spend more than the financing companies we work with were will to extend her credit for. She was aware of this and made the decision that she wanted the items bad enough to put some of the charges on her personal credit card which apparently has a high interest rate. I don't see how we could have done anything differently. If someone says they want to buy something from us and pays us for those items, we do as they ask and sell them the items. Very Respectfully,Roy H***

All of the appliances we sell come with a year warranty. Goldwing a factory service company from LG fixed both the washer and dryer and we have not heard from the customer since. Thanks for bringing this to our attention

We are sorry to hear about customer Ronald N*** complaint about their purchase of a Frigidaire front load washer FFFSE5115PW purchased on 8-4-15. I have contacted Goldwing service and they reported that on 1-25-the tech was unable to find or duplicate any leaking caused by a
defect in the machine. The diagnosis was customer at times was using too much soap and tech explained operation. The N*** hopefully found this information useful and are happy with the results. The product has a year manufacturer warranty and if they are not satisfied with the diagnosis we recommend they receive a second opinion from a different service company. They can call Frigidaire customer service at ***. We would be happy to set this up for them if that is something they want to pursue? They can reach me at *** and my name is Jim B***. Thanks so much for letting us know of this issue

We are sorry Mr*** had a bad experience with us. Mr *** disputed his credit card with us and allowed his credit card company to take the money back. I have reviewed this case with the salesman and we all admit that this could have been handled in a better way. On behalf of
Spencers Tv and Appliance we apologize deeply for Mr ***'s experience with us and hope he gives us a another chance to gain back his trust. Thanks

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

We contacted customer and emailed him a copy of his warrantyI believe he has been taken care of we have resolved this issue.Thank you, Autumn Y***

In regards to case number ***,I was the one who received this complaint back on 4-11-at which point I contacted ** and started working with him on a resolution After working with the manufacturer and speaking with the service center we decided to return the refrigerator and select
something different It took a few weeks for the process to complete unfortunately because the ***'s were traveling out of town and then once back in town they ended up in a car wreck We were finally able to meet in in person to select a new **del, and on May 1st we delivered their new unit I just called ** again today to check on him and everything is going well To be honest, I had never handled a Revdex.com response before this so I wasn't aware that I was supposed to send in paperwork to you explaining what we did for the customer I had taken care of him, but never shared that with you Lesson learned!Have a good day.Very Respectfully,*** ***

THEY MAY BE ABLE TO DOUBLE TALK YOU, BUT WE HAVE THE PROBLEMTHEY CONTINUE TO SEND SERVICE PEOPLE WHO ALL TELL US DIFFERENT REASONS FOR THE LEAKTHEY FINALLY SENT SOMEONE OUT WHO SAID IT NEEDED PARTS TO FIX ITTHEY CAME OUT MONDAY AND PUT THE PARTS IN AND THE UNIT STILL LEAKS AND OUR TILE FLOOR IS COMING UPTHEY TOLD US TO CALL FRIGIDARE WHO ALSO GAVE US A RUNAROUND AND SAID TO CALL SPENCERS BACK, WHO ALSO GAVE US A RUNAROUNDTHEY CAN SAY ANYTHING THEY WANT BUT THE WASHER IS LEAKING ON OUR FLOOR SINCE WE BOUGHT IT, WHYSINCE THEY CAN NOT FIX IT JUST A SIMPLE REPLACEMENT, BUT THE STILL WANT MORE SERVICE PEOPLE TO LOOK AT ITIF WE CAN NOT GET A FAIR REPLACEMENT WE WILL GO TO SOCIAL MEDIA NEXT AND THEN SMALL CLAIMS COURT AND THEN PUT THE WASHER ON A PICKUP TRUCK AND PARK IN FRONT OF SPENCERS WITH SIGNS TELLING OUR STORY.THEY STALL AND STALLNEVER DEALT WITH A COMPANY LIKE SPENCERS THAT DOES NOT PUT THERE CUSTOMERS FIRST

We are sorry to hear that *** *** is upset with her refrigerator. We called her on Friday Aug 7th to listen to her concerns. We understand she is upset that her new $refrigerator had an issue with dispensing water the first hours after the delivery. When I
called her on the 7th I learned there were some conflicting reports from General Electric service notes in that the tech thought it was from new plumbing. In some cases small debris particles have a tendency to clog up the water valve when customers first use the water dispenser and usually found with new plumbing. In Ms*** case she did not have new plumbing so we can not be 100% sure why the water valve got clogged. GE service went out on July 25th to diagnose the issue. GE fixed it on the 31st. We at Spencers are as upset as Ms*** that she had to wait days for her new refrigerator to work 100%. Though there is no definite answer on why it happened we offered Ms *** the reimbursement of her year extended warranty on her refrigerator totaling $180. Ms *** only feels a new refrigerator will suffice. The minor issue has been fixed by GE, the manufacturer, and we feel we are being more then fair by offering her the reimbursement of $for the year extended warranty.Respectfully,*** ***(Spencers TV and Appliance)###-###-####

Case #***After the complaint was filed on 4-29-15, our customer service manager *** contacted the customer and offered his assistance in finding a solution to the recurring service issues After working with the manufacturer and looking through all the service records, he setup ***
with a replacement refrigerator. As you know, the manufacturers of the product get to decide whether to replace or repair an item still under warranty We will step in and help with the situation while working with the manufacturer to resolve the issue at hand In this case, after numerous repairs, we requested that it be deemed a lemon and went to bat with the customer to get a replacement It's never a fun situation for anyone when a product breaks, but it does happen That is why the manufacturers provide warranties I'm glad this one is resolved, but am sorry that the customer went through what they did in the process.The customer received a replacement refrigerator at no cost in May. Very Respectfully,*** ***

Thank you for bringing this to our attention. The wine cooler was changed out and last we heard the customer is happy. Have a great day

In regards to case number ***,I was the one who received this complaint back on 4-11-at which point I contacted ** and started working with him on a resolution After working with the manufacturer and speaking with the service center we decided to return the refrigerator and select something different It took a few weeks for the process to complete unfortunately because the ***'s were traveling out of town and then once back in town they ended up in a car wreck We were finally able to meet in in person to select a new model, and on May 1st we delivered their new unit I just called ** again today to check on him and everything is going well To be honest, I had never handled a Revdex.com response before this so I wasn't aware that I was supposed to send in paperwork to you explaining what we did for the customer I had taken care of him, but never shared that with you Lesson learned!Have a good day.Very Respectfully,*** ***

We are sorry Mr *** is having this issue Spencer's is bringing up a new refrigerator to Mr ***'s house on 8/23/in hopes that this will rectify the situation Thanks for making us aware of this situation

Spencers sent someone to look at my stove and they told me it was about to repair itSo Spencers is doing nothing for meI am a 100% disable vet , and will take flyers to the *** v** and all the differnt places to let them know how Spencers does there bis I am very un happy with them I still have about to pay for the applances and will not pay anymore

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Thank you for the follow up I'm not finished with them yet Finally after practically crying, they did order me the same refrigerator new and it had the same problem So their tech came over twice and fixed that problem last week Unfortunately, he dented the side of the fridge putting it back against my granite countertop and he had to order an icemaker because it does not work properly Really a sad statement against fridgidaire brand and frustrating because I have to take off work two times for every service call.Thank you, ***

We are sorry to hear Ms*** is unhappy with her delivery experience on 3/26/16. Spencer's does not just show up to deliveries unless we are asked to by the customer. If by circumstance Ms*** was not ready for delivery we would have happily reschedule. Our
installers were let into the house to begin installation. You will see in the attachment that we installed the refrigerator and microwave on 3/26/with notes saying plumbing was not ready for dishwasher. The microwave was installed as a recirculating application which is the most common of our microwave installs and that cost is $70. If there is existing ventilation the installer would also hook that up to vent outside a $charge as well. Our installers notice there was no way to do an outside ventilation application so they went with the recirculating optionMs*** paid $for that install so we here at Spencer's feel that issue is handled. If she wants us to send out an installer that specializes in setting up ducting work and cutting cabinets to do outside ventilation the $charge would not cover that cost. We would be happy to send someone out to give her a quote. The second issue of being charged $for a dishwasher install is an easy fix. We would be happy to refund her that money. The notes clearly state we did not install the dishwasher because plumbing was not ready. I will contact the finance company(Wells Fargo) to take that off her bill as soon as she gives us the go ahead. If there is anything else she would like to discuss with us she can call Jim Beck at the corporate offices at ###-###-#### between the hours of 6:30-3pm M-F. Again we are sorry things did not go as planned and we want Ms*** to be happy. Customer service is extremely important to us here at Spencer's. Thanks so much and we look forward to her response