Initial Business Response /* (1000, 5, 2015/08/22) */
Contact Name and Title: [redacted] General Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted].com
we are exchanging the customers icemaker.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/26) */
(The consumer...
indicated he/she ACCEPTED the response from the business.)
To [redacted],
Received a call from[redacted] assuring me they will be replacing the ice maker as soon as it gets delivered to the store.
Thank you.
We have dispatched a finish crew to address [redacted]s issues with his gates today August 8, 2014. The back of our contract has a very descriptive paragraph about the lumber and what is warrantied and what is not. We try to stay on top of our warrenty repairs, but this is our extremely busy season...
and it is sometimes hard to get some one out there to do the repairs. [redacted] was told that when the weather heats up and the humidity is very high that some times the boards do warp but they can also go back when it dries out some. But not always.
Our procedure for warranty repairs is to write up a repair ticket and pass it to shop for the foreman to pass out with the regular work when we are going to be in the area. The customer really does not need to be present for this repair as long as the repair ticket is detailed with the issues the customer is having. Our warranty does not cover warped boards, which again is described on the back of our contract. We have been using the same lumber mills for years and we have definitely noticed a decline in quality of the lumber that we receive from the mills in the last 10 years. This is just what is available in the market place these day.
Fencing Unlimited Inc
Initial Business Response /* (1000, 5, 2014/06/18) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
I apologize for the length of time the customer waited. The card has been credited for the purchase amount and I will send...
We purchase a [redacted] series X XXXX led 32" 1080 resolution smart HDTV in November 2013.Three months later, the screen burned out with smoke filling our room. We called ABT and wanted a replacement, but were told they could not give us a new set (same model); they would replace the screen since it was under warranty. We felt this was inappropriate since a screen burning after three months indicated a lemon. No way said ABT.
They did replace the panel. Yet fourteen months later, the picture went out (sound was okay). Called ABT who had the audacity to suggest something was wrong with our cable connection, but they would send out somebody to only look at the TV.
We disconnected the [redacted] and installed one of our other TVs and the picture is fine, so it isn't the cable it is the [redacted] lemon which ABT should have totally replaced after three months.
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Better Business...
Bureau:
I have reviewed the offer made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]
Initial Business Response /* (1000, 5, 2015/08/12) */
Contact Name and Title: [redacted] General Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted].com
The customer contacted us about the issue on 1/8/15. We set up for a technician to go out on 1/10/15, which the customer...
cancelled. Another service provider (diamond service) went out on 1/12/15 and determined that the water valve housing cracked. That part has subsequently been replaced. As this was not a result of installation, [redacted] will not be responsible for damage to the customers home. I understand that the customer initiated a claim with Whirlpool corporation.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
ON [redacted] 8,2015 at 9:55 AM I talked to [redacted] at ABT appliance. I explained what happened. She suggested that I take pictures of the damage and she would send someone out to change out the part at no charge. She also suggested that I go directly to Whirlpool with this as they are a reputable company and would probably take care of things. Whirlpool did send someone out to inspect the damage and replace the part. Whirlpool said that the damage was not their fault. Their products are thoroughly inspected and tested before they leave the facility so the damage could not have possibly have happened there. The next person in line is ABT. If the product was perfect when it left Whirlpool, then it was possible that it was damaged while in possession of [redacted]. [redacted] installed it in my home. It was never moved from the spot where their installers put it. This refrigerator was 3 months old when it failed. It certainly didn't freeze in my kitchen. It's becoming obvious to me that [redacted] appliance puts on a pretty smile until you buy their product. If there is a problem they're quick to point the finger at you and then turn their backs to you. I'd like to see [redacted] take some responsibility for their products when they fail. Especially when damages add up to thousands of dollars.
Final Business Response /* (4000, 11, 2015/08/26) */
Contact Name and Title: [redacted] General Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted].com
I spoke to the customer, who acknowledged that [redacted] is not at fault for the damage to her home. She stated to me that whirlpool deferred to the mfr of the failed part, and that after examination of said part, they concluded that the part failed either because of freezing or impact. Customer states that neither occurred. We called whirlpool on the customers behalf, but they are standing by that finding.
I can't say enough about how great customer service is.
My 1st purchase was in 1985 and I have never been let down since. Minor problems are corrected quickly.
Will always order my appliances from ABT
CAUTION
Ordered [redacted] for wife's Christmas present on November 28, 2016, Now being told I will not receive until 2017. How's my Christmas going to go? After several phone calls regarding order status I got in touch with a Rep via account access login. I was "chatting" with Abt about business experience. Asked Abt to send me a confirmed delivery date and chat transcript. They immediately stopped chat.
BEWARE
Initial Business Response /* (1000, 5, 2014/06/25) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
I've reached out to whirlpool and received a return authorization on the customers behalf. We will contact the customer...
today to reselect and arrange delivery and return.
Initial Consumer Rebuttal /* (2000, 7, 2014/06/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Always had a reason to cancel the order. If it wasn't the phone number it was "flagged as high risk" (whatever that means....I wasn't ordering nuclear material).
This used to be a top notch retailer. Times have changed. Ordered LG kitchen set, which was installed in January 2016. By March, the glass door had a crack. Rearranged my schedule for 3 Saturdays waiting on ABT repair folks. They ordered the wrong part twice! Wasted my time at least 3 days. I finally said that I wanted a new stove or my money back. Today they show up with a new stove, but left the old grates and caps from the old stove on the new one! 4 of my Saturdays we held up with their incompetence and they couldn't even give a complete new stove. Never mind that there is a bait and switch with the rebate, for which I was supposed to get but did not qualify. So glad I was standing in line during one of my calls to the store. Several others said that ABT used to be a great store, but no more.
Initial Business Response /* (1000, 5, 2014/05/01) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
While we would never knowingly sell a used product as new, it is possible that the unit was returned, appeared to be unopened...
and returned to stock. We will gladly exchange the unit or provide a price adjustment to the customer if he chooses to keep the unit.
Initial Consumer Rebuttal /* (2000, 7, 2014/05/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Abt discounted the price and quickly refunded the difference to my [redacted] account. I am satisfied with their response to my complaint.
Final Consumer Response /* (450, 8, 2014/05/02) */
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated:
ABT is a scam company. They steal your money and then claim that the merchant company told them it was fraudulent. Watch out for Kyle and Carmen. They are both worthless people with little skills and small brains.
My new GE refrigerator that I ordered over the phone from ABT was delivered this afternoon. I am a first time customer and am very pleased with the service. Sasha from Customer Service made all the arrangements for me - what a professional she is - will use her again when I order a new stove. The two delivery men - Dave and Ephram were friendly, professional, and knowledgeable. Dave had to take off parts of the storm door in order for them to remove the old refrigerature and bring in the new - the door worked even better after he reassembled it.. It is so refreshing to deal with a company like ABT which hires such quality people and prides itself on good customer service. DG
Complaint: [redacted]
Having been shipped 3 faulty televisions is reason enough. These TVs are all in excess of $2,000 and from the most reputable manufacturers in the industry.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2014/12/29) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
I apologize for the inconvenience caused by the installation not being added to the customer's order. It's never our intent...
to aggravate our customers. If I understand correctly, the installation was completed the following day, at the agreed upon price. I'd be happy to send the customer a gift card to the store as a token of our regret.
Initial Consumer Rebuttal /* (3000, 7, 2014/12/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To my understand, and the personal involved- it's very unprofessional to treat customers the way I was treated. Yes, the installation occurred a day late BUT I was told directly on the phone it would take place the day of delivery. I do not believe ABT is completing ubderatanding that their customer service representative stated the information to me and never followed through. In this case, the customer, I, should be reminbursed. If you need further documentation I will supply the video recording of phone 1. Of [redacted] stating the installment price and date 2. How rudely he spoke to me after his mistake.... Unless, ABT approves of this type of service (treat customers with disrespect and continually lie"
Final Business Response /* (4000, 9, 2014/12/31) */
I fully accept that the customers expectation was that the tv was to be installed and that we somehow did not charge for or schedule installation. I further understand that this was an inconvenience to the customer for which I am truly sorry. I had offered to send the customer a gift card for her inconvenience, if she would prefer I will credit her back $100.00 of the install and issue her a check. I have spoken to her salesperson about how he handled this situation.
Consumer Response /* (3000, 18, 2015/01/19) */
I have still not received my resolution from this case. ABT stated a check would be coming through the mail, for the inconvenience. Nothing has been received, extremely disappointing.
Business Response /* (4000, 20, 2015/01/19) */
Credit was applied today. There was some confusion internally because of a previous credit.
Business Response /* (2000, 22, 2015/01/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Consumer Response /* (3000, 18, 2015/01/19) */
I have still not received my resolution from this case. ABT stated a check would be coming through the mail, for the inconvenience. Nothing has been received, extremely disappointing.
Business Response /* (4000, 20, 2015/01/19) */
Credit was applied today. There was some confusion internally because of a previous credit.
Business Response /* (2000, 22, 2015/01/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Consumer Response /* (3000, 27, 2015/02/03) */
This case was opened on 12/28/14 and I still have NOT received my refund of $100.00. (I was told there was a mishap with the refund processing, and it would be done the middle of January.) We are now in the first week of February and nothing has been received from ABT.
Business Response /* (4000, 29, 2015/02/03) */
Refund was processed on 1/21/15 as an electronic transfer to the customers checking account.
Business Response /* (2000, 31, 2015/02/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Abt refused to honor their price guarantee. We found [redacted] and [redacted].com prices $150 dollars chipper. After ABT investigation with those companies they refused to match the price as they advertise . Trying to find excuses and unable to stand by their own policy that heavy advertised by them. That is not right and improper.
A few months ago I purchased a new ** microwave from Abt. One of the instillation screws needed to be replace so I called ** and was told that it only came with the entire installation package that that it would be about $30. Then I called Abt and they sent me the entire installation package for FREE.
Thank you Abt, I enjoyed doing business with you and I highly recommend you and hope to do business with you again.
PS.
Your price for my microwave was the best I could find anywhere.
Initial Business Response /* (1000, 5, 2015/08/22) */
Contact Name and Title: [redacted] General Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted].com
we are exchanging the customers icemaker.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/26) */
(The consumer...
indicated he/she ACCEPTED the response from the business.)
To [redacted],
Received a call from[redacted] assuring me they will be replacing the ice maker as soon as it gets delivered to the store.
Thank you.
We have dispatched a finish crew to address [redacted]s issues with his gates today August 8, 2014. The back of our contract has a very descriptive paragraph about the lumber and what is warrantied and what is not. We try to stay on top of our warrenty repairs, but this is our extremely busy season...
and it is sometimes hard to get some one out there to do the repairs. [redacted] was told that when the weather heats up and the humidity is very high that some times the boards do warp but they can also go back when it dries out some. But not always.
Our procedure for warranty repairs is to write up a repair ticket and pass it to shop for the foreman to pass out with the regular work when we are going to be in the area. The customer really does not need to be present for this repair as long as the repair ticket is detailed with the issues the customer is having. Our warranty does not cover warped boards, which again is described on the back of our contract. We have been using the same lumber mills for years and we have definitely noticed a decline in quality of the lumber that we receive from the mills in the last 10 years. This is just what is available in the market place these day.
Fencing Unlimited Inc
Initial Business Response /* (1000, 5, 2014/06/18) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
I apologize for the length of time the customer waited. The card has been credited for the purchase amount and I will send...
the customer a $100.00 gift card.
We purchase a [redacted] series X XXXX led 32" 1080 resolution smart HDTV in November 2013.Three months later, the screen burned out with smoke filling our room. We called ABT and wanted a replacement, but were told they could not give us a new set (same model); they would replace the screen since it was under warranty. We felt this was inappropriate since a screen burning after three months indicated a lemon. No way said ABT.
They did replace the panel. Yet fourteen months later, the picture went out (sound was okay). Called ABT who had the audacity to suggest something was wrong with our cable connection, but they would send out somebody to only look at the TV.
We disconnected the [redacted] and installed one of our other TVs and the picture is fine, so it isn't the cable it is the [redacted] lemon which ABT should have totally replaced after three months.
ABT will never again get our business.
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Better Business...
Bureau:
I have reviewed the offer made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]
Initial Business Response /* (1000, 5, 2015/08/12) */
Contact Name and Title: [redacted] General Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted].com
The customer contacted us about the issue on 1/8/15. We set up for a technician to go out on 1/10/15, which the customer...
cancelled. Another service provider (diamond service) went out on 1/12/15 and determined that the water valve housing cracked. That part has subsequently been replaced. As this was not a result of installation, [redacted] will not be responsible for damage to the customers home. I understand that the customer initiated a claim with Whirlpool corporation.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
ON [redacted] 8,2015 at 9:55 AM I talked to [redacted] at ABT appliance. I explained what happened. She suggested that I take pictures of the damage and she would send someone out to change out the part at no charge. She also suggested that I go directly to Whirlpool with this as they are a reputable company and would probably take care of things. Whirlpool did send someone out to inspect the damage and replace the part. Whirlpool said that the damage was not their fault. Their products are thoroughly inspected and tested before they leave the facility so the damage could not have possibly have happened there. The next person in line is ABT. If the product was perfect when it left Whirlpool, then it was possible that it was damaged while in possession of [redacted]. [redacted] installed it in my home. It was never moved from the spot where their installers put it. This refrigerator was 3 months old when it failed. It certainly didn't freeze in my kitchen. It's becoming obvious to me that [redacted] appliance puts on a pretty smile until you buy their product. If there is a problem they're quick to point the finger at you and then turn their backs to you. I'd like to see [redacted] take some responsibility for their products when they fail. Especially when damages add up to thousands of dollars.
Final Business Response /* (4000, 11, 2015/08/26) */
Contact Name and Title: [redacted] General Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted].com
I spoke to the customer, who acknowledged that [redacted] is not at fault for the damage to her home. She stated to me that whirlpool deferred to the mfr of the failed part, and that after examination of said part, they concluded that the part failed either because of freezing or impact. Customer states that neither occurred. We called whirlpool on the customers behalf, but they are standing by that finding.
I can't say enough about how great customer service is.
My 1st purchase was in 1985 and I have never been let down since. Minor problems are corrected quickly.
Will always order my appliances from ABT
CAUTION
Ordered [redacted] for wife's Christmas present on November 28, 2016, Now being told I will not receive until 2017. How's my Christmas going to go? After several phone calls regarding order status I got in touch with a Rep via account access login. I was "chatting" with Abt about business experience. Asked Abt to send me a confirmed delivery date and chat transcript. They immediately stopped chat.
BEWARE
Abt delivered a beautiful microwave oven to us 3 days after ordering. The price was lower than I could find anywhere else.
Initial Business Response /* (1000, 5, 2014/06/25) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
I've reached out to whirlpool and received a return authorization on the customers behalf. We will contact the customer...
today to reselect and arrange delivery and return.
Initial Consumer Rebuttal /* (2000, 7, 2014/06/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Always had a reason to cancel the order. If it wasn't the phone number it was "flagged as high risk" (whatever that means....I wasn't ordering nuclear material).
Plus snarky rep. at worse - apathic at best.
This used to be a top notch retailer. Times have changed. Ordered LG kitchen set, which was installed in January 2016. By March, the glass door had a crack. Rearranged my schedule for 3 Saturdays waiting on ABT repair folks. They ordered the wrong part twice! Wasted my time at least 3 days. I finally said that I wanted a new stove or my money back. Today they show up with a new stove, but left the old grates and caps from the old stove on the new one! 4 of my Saturdays we held up with their incompetence and they couldn't even give a complete new stove. Never mind that there is a bait and switch with the rebate, for which I was supposed to get but did not qualify. So glad I was standing in line during one of my calls to the store. Several others said that ABT used to be a great store, but no more.
Initial Business Response /* (1000, 5, 2014/05/01) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
While we would never knowingly sell a used product as new, it is possible that the unit was returned, appeared to be unopened...
and returned to stock. We will gladly exchange the unit or provide a price adjustment to the customer if he chooses to keep the unit.
Initial Consumer Rebuttal /* (2000, 7, 2014/05/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Abt discounted the price and quickly refunded the difference to my [redacted] account. I am satisfied with their response to my complaint.
Final Consumer Response /* (450, 8, 2014/05/02) */
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated:
I will contact the customer today to discuss an exchange of her refrigerator.
**
ABT is a scam company. They steal your money and then claim that the merchant company told them it was fraudulent. Watch out for Kyle and Carmen. They are both worthless people with little skills and small brains.
My new GE refrigerator that I ordered over the phone from ABT was delivered this afternoon. I am a first time customer and am very pleased with the service. Sasha from Customer Service made all the arrangements for me - what a professional she is - will use her again when I order a new stove. The two delivery men - Dave and Ephram were friendly, professional, and knowledgeable. Dave had to take off parts of the storm door in order for them to remove the old refrigerature and bring in the new - the door worked even better after he reassembled it.. It is so refreshing to deal with a company like ABT which hires such quality people and prides itself on good customer service. DG
Complaint: [redacted]
Having been shipped 3 faulty televisions is reason enough. These TVs are all in excess of $2,000 and from the most reputable manufacturers in the industry.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2014/12/29) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
I apologize for the inconvenience caused by the installation not being added to the customer's order. It's never our intent...
to aggravate our customers. If I understand correctly, the installation was completed the following day, at the agreed upon price. I'd be happy to send the customer a gift card to the store as a token of our regret.
Initial Consumer Rebuttal /* (3000, 7, 2014/12/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To my understand, and the personal involved- it's very unprofessional to treat customers the way I was treated. Yes, the installation occurred a day late BUT I was told directly on the phone it would take place the day of delivery. I do not believe ABT is completing ubderatanding that their customer service representative stated the information to me and never followed through. In this case, the customer, I, should be reminbursed. If you need further documentation I will supply the video recording of phone 1. Of [redacted] stating the installment price and date 2. How rudely he spoke to me after his mistake.... Unless, ABT approves of this type of service (treat customers with disrespect and continually lie"
Final Business Response /* (4000, 9, 2014/12/31) */
I fully accept that the customers expectation was that the tv was to be installed and that we somehow did not charge for or schedule installation. I further understand that this was an inconvenience to the customer for which I am truly sorry. I had offered to send the customer a gift card for her inconvenience, if she would prefer I will credit her back $100.00 of the install and issue her a check. I have spoken to her salesperson about how he handled this situation.
Consumer Response /* (3000, 18, 2015/01/19) */
I have still not received my resolution from this case. ABT stated a check would be coming through the mail, for the inconvenience. Nothing has been received, extremely disappointing.
Business Response /* (4000, 20, 2015/01/19) */
Credit was applied today. There was some confusion internally because of a previous credit.
Business Response /* (2000, 22, 2015/01/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Consumer Response /* (3000, 18, 2015/01/19) */
I have still not received my resolution from this case. ABT stated a check would be coming through the mail, for the inconvenience. Nothing has been received, extremely disappointing.
Business Response /* (4000, 20, 2015/01/19) */
Credit was applied today. There was some confusion internally because of a previous credit.
Business Response /* (2000, 22, 2015/01/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Consumer Response /* (3000, 27, 2015/02/03) */
This case was opened on 12/28/14 and I still have NOT received my refund of $100.00. (I was told there was a mishap with the refund processing, and it would be done the middle of January.) We are now in the first week of February and nothing has been received from ABT.
Business Response /* (4000, 29, 2015/02/03) */
Refund was processed on 1/21/15 as an electronic transfer to the customers checking account.
Business Response /* (2000, 31, 2015/02/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Abt refused to honor their price guarantee. We found [redacted] and [redacted].com prices $150 dollars chipper. After ABT investigation with those companies they refused to match the price as they advertise . Trying to find excuses and unable to stand by their own policy that heavy advertised by them. That is not right and improper.
A few months ago I purchased a new ** microwave from Abt. One of the instillation screws needed to be replace so I called ** and was told that it only came with the entire installation package that that it would be about $30. Then I called Abt and they sent me the entire installation package for FREE.
Thank you Abt, I enjoyed doing business with you and I highly recommend you and hope to do business with you again.
PS.
Your price for my microwave was the best I could find anywhere.