Global Health Care, Inc.

Here is the problem,  I paid for a new unit, both my washer and dryer were broken out of the box.  Company stated that buying a new unit does not mean it will work properly.  I think that is poor costumer service.  Spencer did basically nothing to help with this problem.  I setup all the repair appointments.  They basically sold me broken units, and left it up to me to get it warranty repaired by **.  ** stated that they do not replace units,  Its up to the local business that sold you the unit.  They care less about how long it took to repair these broken units.  Just don't seem fair that a company can sell you broken units.  They offered nothing !!! One of the rep's at the store basically told me too bad so sad.  They are not responsible for broken units that ** sends.  This is just a case of buyer beware .... ** would not take broken units and local store would.  Had to wait 2 months to get units working properly ... Never will buy from Spencer's Again.  Also, I will stay away form ** products.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]

We are happy to report Mr. L[redacted] issue has been solved.  If Mr. L[redacted]s  has any further issues please feel free to call Jim beck at [redacted]

On 3-916 Goldwing appliance fixed his range and we have heard nothing since.  Thanks for bringing this to our attention.

Thank you for the letter regarding Mr. [redacted], case number CIC 17-011737.  Mr. [redacted] called our Ahwatukee store location on 9/21/17 to let us know his washer was leaking and making horrible noises.  He told our acting Manager Shane Cabrera, that the washer needed a bunch of parts and he...

was not going to allow [redacted] to fix it since it was only 8 months old(Purchased 1/10/17).  Shane Cabrera tried to explain to Mr. [redacted] that his washer comes with a 1 year manufacture warranty and he would have to get it fix.  Mr. [redacted] said no that he was going to write the Revdex.com and [redacted] for help. On Monday September 25th our customer service manager James B[redacted] called Mr. [redacted] to help all parties come to an agreeable solution.  Mr. [redacted] stated to Mr. B[redacted] once again he would not accept service.  He stated to Mr. B[redacted] the only thing he would accept is an upgraded washer and dryer and a lifetime warranty for his troubles.  Mr. B[redacted] stated he will call [redacted] to fight on Mr. [redacted]’s behalf for a replacement of his washer. Mr. B[redacted] also said he would discuss warranty options once he found out what [redacted] was willing to do with his washer but there was no way he could give him a lifetime warranty.  Mr. B[redacted] also said it will be only for his washer and not the dryer due to the fact his dryer was working fine.  Mr. [redacted] then replied, no he wants them both replaced for higher end models that it has been his experience that once the washer goes the dryer is right behind it.  Mr. B[redacted] reiterated that he can only work on getting his washer replaced and he would call him back once he had the information from [redacted]. Mr. B[redacted] then called [redacted] on 9/25/17 to find out the issues with the washer and to find out what parts were needed to fix it.  [redacted] stated the washer needed a new motor, tub and bearings to fix the leak and noise coming from the washer.  [redacted] was not willing to exchange the washer that in fact he needed to get it fix.  Mr. B[redacted] then started to send emails back and forth to the [redacted] Customer Service rep stating that the repair was major and would [redacted] please authorize the exchange.  The emails went back and forth between Spencer’s and [redacted] for 4-5 days.  Again Mr. B[redacted] was unsuccessful in getting [redacted] to exchange Mr. [redacted]’s washer. In the meantime Mr. [redacted] came into the Ahwatukee location to meet with Shane Cabrera on 9/27/17.  Mr. [redacted] stated he was not willing to wait and he was confident Spencer’s would do the right thing by exchanging the washer and dryer.  He purchased a higher end washer and dryer set with a 5-year extended warranty.  Shane called Mr. B[redacted] (our customer service mgr.) for approval to sell these to Mr. [redacted].  Mr. B[redacted] said he had not heard back from [redacted] for approval but yes Shane could sell Mr. [redacted] as long as he knows Spencer’s will not be held responsible if Mr. [redacted] washer and dryer were not accepted for exchange.  Mr. [redacted] bought the new washer and dryer with this knowledge at hand.  They were delivered the next day 9/28/17.  Spencer’s was never granted the exchange documents from [redacted].  Mr. B[redacted] and others in management made the decision to help the customer and give Mr. [redacted] credit back on his old washer and dryer.  Mr. [redacted] was still asking for more money back so Mr. B[redacted] also gave him back his delivery fee for a credit total of $1281.79.  Spencer’s strives for excellent customer service every day and we feel we have achieved that with Mr. [redacted].  Mr. [redacted] continues to want more and more money for his troubles and we hope the Office of the [redacted] will agree that we have done everything in our power to take care of the customer.  Spencer’s will leave the final judgement up to The [redacted]’s office and we thank you in advance, Mr. Brnovich, for taking the time and effort to listen to both sides of the story.

This customer has been successful in getting the washer he felt he deserved.  We truly hope he is happy now?  Yours truly Spencers TV and Appliance

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]

Spencers TV and Appliances has not contacted me for resolution.

We are sorry to hear Mrs [redacted] has not found our customer service to be acceptable.  We have offered her 100% credit back for the purchase of another bed which will suit her needs and sleep habits.  We have stated to Mrs [redacted] that we will pick up and deliver the new bed free of...

charge with no extra fees or delivery charges.  This is over and beyond our normal bed return policy that is posted in every store.  Thanks [redacted]

Thank you for letting us know about this issue.  We have spoke with Mrs. [redacted] and have rectified all her complaints.  Thanks again for informing us of these issues.

I am sorry Mr [redacted] is not happy with the customer service he received from Jim B[redacted].  He is a real person and worked hard to help Mr. [redacted].  All manufactures have a 1 year warranty on their products.  When a customer refuses service on that appliance during the first year the process can take some time.  We here at Spencer's feel we have done all we can to help Mr [redacted] by swapping out his washer and dryer on our own without the manufactures blessing.  We wish Mr [redacted] all the best.  Thanks for taking the time to allow us to respond to MR [redacted] once again.

We are currently working with the customer on a resolution.  thanks for bring this to our attention.

Dear Conciliation & Engagement Specialist at Revdex.com,In response to customer [redacted] and her enclosed statement, here is the corresponding information regarding her business with us. [redacted] set up an 18 month contract on our Rent to Own program on 04-29-16 for a...

washing machine. Our contracts have an initial rental term of three months. This requires the customer to pay the first three monthly payments regardless of continuation of agreement or cancellation of agreement. This was explained to [redacted] by our sales person who completed the contract with her and the contract has her initials and signatures on all areas of said contract verifying that she understood and accepted the conditions put forth. After receiving the letter from the Revdex.com it is obvious that there was a misunderstanding on her part. The washer was returned and we are willing to waive any and all balances due attached to [redacted] as an attempt to remedy this misunderstanding. If you need any additional information please feel free to contact us. Ryan M[redacted]Rental Manager Spencer’s TV and Appliance[redacted]Goodyear, AZ 85395[redacted]

The customer was given a brand new washer despite 2 different service companies finding an issue.  I hope you find this over and above the call to action.  Thanks for the reminder

I am sorry to hear Mr [redacted] is upset with his experience at Spencer's. Yesterday we delivered Mr [redacted]'s new washer and we hope he is happy.  Invoice attached. Thanks

Thank you for the letter from Mr. & Mrs. [redacted] regarding their LG refrigerator.  I apologize for the late response but we have been in contact with the Shea's in attempting to get their refrigerator repaired.  Upon receipt of the first request from the Revdex.com we contacted Tiger Mechanical...

and was told there was one part they had not received from LG.  We then contacted LG directly and was told within a couple of days of talking to Tiger that all the parts had been received by Tiger Mechanical.  We then contacted the Shea's and informed them Tiger would be calling to schedule the repair.  About two weeks later we learned that the part had not arrived to Tiger from LG and after a long conversation with LG we are happy to inform the Shea's they would be receiving a new refrigerator.  The Shea's were contacted on 5-17-2017 with this information.  We are now working with the dealer to obtain the comparable model for them and have their refrigerator replaced.We apologize for the long delay in getting their refrigerator repaired.  While there is an extended warranty on Mr. & Mrs. Shea's refrigerator the repair that was to be completed was a sealed system repair that LG covers past the first year.  In some circumstances the manufacturer holds the responsibility of completing the repair.  I know Mr. & Mrs. [redacted] have gone an extended period without the primary refrigerator and the dealer had taken them a loaner refrigerator to use.  We will be contacting Mr. & Mrs. [redacted] shortly to make arrangements to have the new refrigerator delivered. Sincerely, [redacted] Home Shield

We have worked out a solution with Mr [redacted] today 3/2.  Thanks for bringing this to our attention.

On 11-12-16 we changed out his refrigerator and he was happy.  We have not heard from him since.  Thanks for bringing this to our attention.

We are sorry to hear Mrs [redacted] has not found our customer service to be acceptable.  We have offered her 100% credit back for the purchase of another bed which will suit her needs and sleep habits.  We have stated to Mrs [redacted] that we will pick up and deliver the new bed free of charge with no extra fees or delivery charges.  This is over and beyond our normal bed return policy that is posted in every store.  Thanks [redacted]

The issue has been resolved.  The microwave was replaced on invoice 978398.  Thanks for making us aware of this issue.