Initial Business Response /* (1000, 5, 2014/10/09) */
Customer has been refund back full amount for delivery and install of Big [redacted] Egg which was $54.95. Friday courtesy call was cancelled as sales person never got a call back from client confirming if she still wanted him to go out back...
out after their conversation about the appointment. We will not be able to refund any other amount to customer.
Initial Business Response /* (1000, 5, 2014/02/20) */
Client has already been advised by our sales team member last week that we will credit the amount of $235.00. We have requested client to contact us soonest for the credit card information.
The credit is being processed at this...
time.
Consumer Response /* (3000, 11, 2014/03/27) */
Completely unauthorized charge on my credit card
They initially overcharged me for installation fees. They agreed to refund the overage, and did so. They subsequently charged my card for the same amount a month later. The store did not return my phone calls to have the overage addressed.Refund the $235 unauthorized charge on my credit card. And apologize for underhanded, deceitful business practices.
Business Response /* (4000, 15, 2014/05/23) */
The charge of $185.00 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 charge. They agreed to pay the additional charge.
If there was no cabinet modification done, the charge would have been $185.00. We will credit the amount of %50.00.
Thank you.
Business Response /* (4000, 26, 2014/07/08) */
Client agreed to pay the installer to modify the cabinet prior to installation. [redacted], the installer, was paid at the time of install. The amount of $235.00 client paid us under Inv. No. CXXXXX was for the actual installation of the unit which is separate from the amount she paid for the modification of the cabinet. The amount of $50.00 will be credited back to her account. We apologize for the delay.
Consumer Response /* (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 /* (1000, 5, 2014/05/30) */
The refrigerator was delivered on 5/17/2014. We will send letter to client.
Initial Consumer Rebuttal /* (3000, 7, 2014/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business...
never sent me a letter or contacted me in any other way. Another lie from a company that doesn't care about its customers. The fridge was delivered, but that doesn't make up for more than a months worth of lies.
I bought a NEW Bosch dishwasher about 2 weeks ago and had it installed Thursday. [redacted] helped us with the purchase and the gentleman that installed it was very nice and knowledgeable. After running the dishwasher, we realized it wasn't working properly. We ran it 2 more times and the soap was still completely intact. I reset it and tried to see if it would go through a 9 minute rinse cycle and after a minute and just kept beeping. I called the Hayward store the next day and complained. Extremely frustrated! I spoke with [redacted] and he said he would have to get a 24 hour approval to exchange it but I would have to pay another $140 to install supposedly a new working dishwasher. Why should I have to dish out another $140 when the first one should have worked in the first place???? I don't agree and will be refusing to pay that! I agreed the first time around not second! 24 hours later still no phone call about an approval. I would either like my money back along with the installation fee or another dishwasher that actually works in a timely fashion! I have no problem taking my business somewhere else that stands behind their products.
Initial Business Response /* (1000, 14, 2014/07/31) */
We owe client a total refund of $29.90 which is for haul away of $9.95 that was not taken and $19.95 for delivery. I left client a message today to get credit card information so we can process refund. Due to the fact that client...
original range was not in stock we change model to a comparable model which was approved by client. The new range cost $50 more which we informed client that we will take care of.
Initial Business Response /* (1000, 5, 2014/09/09) */
Airport Appliance will be replacing washer for client as it has been confirmed that client did reported issue of damaged after courtesy call was done. Delivery team also stated damaged was done at the time of delivery. Client has been...
contacted about exchange of unit.
Initial Consumer Rebuttal /* (2000, 7, 2014/09/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (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 warehouse. We have called client and advised. The delivery is scheduled for tomorrow, June 7, 2014.
Initial Business Response /* (1000, 5, 2014/08/18) */
8/2- Client was refunded $175 due to fact that fridge was in not stock and model was switched to a different unit. The price difference of fridge was only $100 but we refunded an extra $75 to compensate client. Before fridge was changed...
to another model client was given the model number so he could look at unit which client accepted. The only difference with the fridge are the handles.
8/8- We refunded client $150 for door that didn't close properly which client said he had a friend that could look at and fix since client did not want to wait on new unit to arrive or for us to send out a service tech.
8/12- We refunded client another $150 for overall compensation of client experience.
Customer received a total of $475 in refund. We will not be able to refund client anything else.
Initial Business Response /* (1000, 5, 2014/11/21) */
Racks were ordered on 10/22 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 received. We are waiting to get client credit card...
information to refund back tax promotion in the amount of $212.54 . Client was also offered $50 for compensation which was denied. Our operation manager will be giving client a call to resolve issue.
Initial Consumer Rebuttal /* (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 stove. Airport appliance has had excuse after excuse why they could not provide the racks timely. The did not tell us, there was backorder to the racks when I purchase the stove. The incorrect racks was delivered almost a month after the stove was purchased.When the correct racks was finally delivered it was delivered with missing parts. It 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 information. A $50 credit for all this store has put me, my pastor, our church through is not sufficient.
Final Consumer Response /* (3000, 19, 2015/01/13) */
1-13-15
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 delivery. Airport Appliance came in on 12/30/14 to install the racks themselves. However, when the representative from Airport Appliance came in to install the racks, they too could not get the racks to fit. The manager, [redacted] refuses to return the stove because he is insisting these are the correct racks. In addition, [redacted], the consumer affairs liaison requested we send over pictures, which I did on 12/31/14. The last response from Airport Appliance 1/6/15 states they will contact us to install the correct racks. As of today, 1/12/15 an appointment has not been scheduled to deliver the correct racks. It 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 /* (4000, 21, 2015/01/21) */
The oven rails were delivered and installed yesterday under Invoice No. PXXXXX.
Initial Business Response /* (1000, 11, 2014/06/03) */
Client had been refunded the full amount of $1,717.27 on May 08, 2014.
Thank you.
Initial Consumer Rebuttal /* (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 card. I am completely disgusted with Airport Appliance and their lack of professionalism and customer care.
Initial Business Response /* (1000, 5, 2014/06/02) */
We have been in communication with client. We received authorization to replace the refrigerator on May 28, 2014.
Client already came to our store and reselected.
Thank you.
Initial Business Response /* (1000, 13, 2014/07/31) */
Return or exchange has been denied due to the fact that unit was installed. If unit was not installed we would have been happy to try to exchange unit.
Initial Consumer Rebuttal /* (3000, 15, 2014/08/06) */
(The consumer...
indicated he/she DID NOT accept the response from the business.)
I never told any of the many employees I spoke with that the hood was installed. I explained to them that the box was opened and the unit was held up to the space. That is when we (The contractor and I) realized the unit was too small for the space. The hood was not installed. We returned it to the box with the film still covering the unit. I informed Airport Appliance that I wanted to replace the hood with a larger one. They told me I couldn't exchange it, because the box was opened. The receipt, which I received AFTER purchasing the unit, stated that the item was not returnable or exchangeable but were never advised prior to purchasing. Airport Appliance employees are lying if they say that they were told the unit was installed.We had just bought a new house and had contractors (Kuykendall Electric) on site, who can 100% vouch that they had not installed the unit and it sat in the living room while we attempted to get the item exchanged.
In fact, we canceled another purchase we had made from Airport Appliance prior to picking up the stove. The employees told us that if we picked up the stove and opened it, then we could not return it. So we canceled the purchase and shopped at SEARS.
The response from the company shows their lack of professionalism because they are lying about the unit being installed. We will never shop at this business again and would make sure every contractor and person we know hears about this incident.
We still wish to return the item as it is the inappropriate size for our kitchen and the business have caused us a great deal of stress and inconvenience.
Final Consumer Response /* (4200, 19, 2014/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
At the time of initial return request the hood was not installed. After weeks of not being able to return the item and having to take extensive measures we have since installed the hood, since we had to. It is now very lightly used. The request is to return the item used.
Final Business Response /* (4000, 25, 2014/08/29) */
We will not be able to take anything that back that used. At the time of client original request for return of item it was stated to the manager that unit was installed. When this complaint was submitted by client to Revdex.com on 06/26 it was never mentioned unit was slightly used nor on the respond on 08/06. As stated before we would have gladly exchanged unit if unit was not installed.
Initial Business Response /* (1000, 5, 2014/11/26) */
Airport has been in contact with client today and will be refunding back $117.20 to client credit card.
Initial Business Response /* (1000, 14, 2015/02/11) */
2-11-15
Sent via email:
Below is our response:
The dryer had already been replaced. We sent three men to rectify the Big Green egg case. We are still waiting for the ash tool part to arrive. Client had been compensated the...
amount of $185.00
We appreciate hearing from you soon.
Thank you.
Initial Business Response /* (1000, 5, 2014/03/18) */
Our records show that a replacement is scheduled for March 22, 2014. We have contacted client and left a message.
Thank you.
Initial Business Response /* (1000, 5, 2014/11/14) */
Customer bought washer March 17th 2013. Washer was exchanged on April 20th 2013. Customer called on 10/24/14 to say she was attempting to schedule service with extend warranty but was not able to as serial number was not updated in the...
system. Serial number was updated 11/01/14. Customer was given information on service tech that would go out there through the service company due to complaint that washer was not spinning. Never heard anything back from client after that. As far as refund or exchange airport cannot process.The extended warranty company can only be the one to make the call on any exchanges since washer is over a year old. If client needs assistant with contacting the extend warranty company on repair she can contact our customer service department at XXX-XXX-XXXX option 1.
Initial Consumer Rebuttal /* (3000, 10, 2014/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My washer has been broken for well over a month. The date that they say that I reported to warranty is definitely INCORRECT!! I contacted Airport Appliance Watranty department. Like it states above, they had the incorrect serial number and it took close to three weeks to update the serial number and I had to call at least 4-5 times for this process to get up and running. ( I spoke to a new employee with my first initial call and she stated that she spoke with a manager and they would call me back. That Never happened until I called over and over and over again.
I didn't receive a call from the repair department for 2 weeks after the serial number was updated which coincidentally happens to be the actual day I filed this Revdex.com report. (Very interesting how that happened).
I am a working woman and have had to go to the wash house more times than ever after purchasing this washer. It is correct that I couldn't be available, I need to give advance notice to take time off of work for the repair to take place. The repair date is 4 days later than what they had available.
It seems as if they are falsifying the dates and not accepting reaponsibilty
Final Business Response /* (4000, 16, 2014/12/04) */
Initial Business Response /* (1000, 9, 2014/03/21) */
Our records show that the unit was received in good condition. The distributor of Thermador, [redacted], went to check the doors. There was nothing wrong with the refrigerator doors. The unit needs to be installed prior to...
adjustment of the panels in order to determine whether the doors are misaligned. [redacted] representative offered to connect and test the unit but client refused. They offered client 25% restocking fee to return the unit but client refused.
We would like to request if client can consider our offer to install the unit in order to move forward. We are working diligently with [redacted] on the immediate resolution of this matter.
Thank you.
Initial Consumer Rebuttal /* (3000, 11, 2014/03/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The refrigerator doors are clearly misaligned and defective, and discussions with Thermador twice indicate that when the doors are shipped out they are not misaligned or damaged. Further, we have sent photos to Airport Home Appliance of the scratched edges of the doors resulting from the misalignment. We have not installed it at this point since we want this matter resolved and do not want to install a defective unit. This was confirmed by the installer recommended by Airport Home Appliance who refused to install it since he did not want to be held responsible for installing a defective unit. It is clear that Airport Home Appliance cares little about customer service
Final Business Response /* (4000, 16, 2014/05/02) */
[redacted] distributor of Thermador, has reported that the unit and new panels has been installed and tested. There is no water leak and unit is in good condition. The installation job was completed on April 23, 2014.
We have requested the Sales Manager of our Redwood City store to process the $125.00 credit and 5 year extended warranty.
Thank you.
Final Consumer Response /* (2000, 18, 2014/05/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The matter has been resolved. However, I would like to clarify that Airport Home Appliance did little to resolve the matter, except for the $125 credit and 5 year extended warranty. The Thermador refrigerator column installation, replacement and alignment of the new panels, and testing of the appliance was conducted by [redacted] only after we had our attorney involved and the leadership of [redacted] was directly contacted. If [redacted] had not been contacted, I am 100% certain that Airport Home Appliance would have continued to make no effort to resolve the situation. I am very surprised that Airport Home Appliance stays in business with such poor customer service.
Initial Business Response /* (1000, 5, 2014/10/09) */
Customer has been refund back full amount for delivery and install of Big [redacted] Egg which was $54.95. Friday courtesy call was cancelled as sales person never got a call back from client confirming if she still wanted him to go out back...
out after their conversation about the appointment. We will not be able to refund any other amount to customer.
Initial Business Response /* (1000, 5, 2014/02/20) */
Client has already been advised by our sales team member last week that we will credit the amount of $235.00. We have requested client to contact us soonest for the credit card information.
The credit is being processed at this...
time.
Consumer Response /* (3000, 11, 2014/03/27) */
Completely unauthorized charge on my credit card
They initially overcharged me for installation fees. They agreed to refund the overage, and did so. They subsequently charged my card for the same amount a month later. The store did not return my phone calls to have the overage addressed.Refund the $235 unauthorized charge on my credit card. And apologize for underhanded, deceitful business practices.
Business Response /* (4000, 15, 2014/05/23) */
The charge of $185.00 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 charge. They agreed to pay the additional charge.
If there was no cabinet modification done, the charge would have been $185.00. We will credit the amount of %50.00.
Thank you.
Business Response /* (4000, 26, 2014/07/08) */
Client agreed to pay the installer to modify the cabinet prior to installation. [redacted], the installer, was paid at the time of install. The amount of $235.00 client paid us under Inv. No. CXXXXX was for the actual installation of the unit which is separate from the amount she paid for the modification of the cabinet. The amount of $50.00 will be credited back to her account. We apologize for the delay.
Consumer Response /* (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 /* (1000, 5, 2014/05/30) */
The refrigerator was delivered on 5/17/2014. We will send letter to client.
Initial Consumer Rebuttal /* (3000, 7, 2014/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business...
never sent me a letter or contacted me in any other way. Another lie from a company that doesn't care about its customers. The fridge was delivered, but that doesn't make up for more than a months worth of lies.
I bought a NEW Bosch dishwasher about 2 weeks ago and had it installed Thursday. [redacted] helped us with the purchase and the gentleman that installed it was very nice and knowledgeable. After running the dishwasher, we realized it wasn't working properly. We ran it 2 more times and the soap was still completely intact. I reset it and tried to see if it would go through a 9 minute rinse cycle and after a minute and just kept beeping. I called the Hayward store the next day and complained. Extremely frustrated! I spoke with [redacted] and he said he would have to get a 24 hour approval to exchange it but I would have to pay another $140 to install supposedly a new working dishwasher. Why should I have to dish out another $140 when the first one should have worked in the first place???? I don't agree and will be refusing to pay that! I agreed the first time around not second! 24 hours later still no phone call about an approval. I would either like my money back along with the installation fee or another dishwasher that actually works in a timely fashion! I have no problem taking my business somewhere else that stands behind their products.
Initial Business Response /* (1000, 14, 2014/07/31) */
We owe client a total refund of $29.90 which is for haul away of $9.95 that was not taken and $19.95 for delivery. I left client a message today to get credit card information so we can process refund. Due to the fact that client...
original range was not in stock we change model to a comparable model which was approved by client. The new range cost $50 more which we informed client that we will take care of.
Initial Business Response /* (1000, 5, 2014/09/09) */
Airport Appliance will be replacing washer for client as it has been confirmed that client did reported issue of damaged after courtesy call was done. Delivery team also stated damaged was done at the time of delivery. Client has been...
contacted about exchange of unit.
Initial Consumer Rebuttal /* (2000, 7, 2014/09/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (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 warehouse. We have called client and advised. The delivery is scheduled for tomorrow, June 7, 2014.
Initial Business Response /* (1000, 5, 2014/08/18) */
8/2- Client was refunded $175 due to fact that fridge was in not stock and model was switched to a different unit. The price difference of fridge was only $100 but we refunded an extra $75 to compensate client. Before fridge was changed...
to another model client was given the model number so he could look at unit which client accepted. The only difference with the fridge are the handles.
8/8- We refunded client $150 for door that didn't close properly which client said he had a friend that could look at and fix since client did not want to wait on new unit to arrive or for us to send out a service tech.
8/12- We refunded client another $150 for overall compensation of client experience.
Customer received a total of $475 in refund. We will not be able to refund client anything else.
Initial Business Response /* (1000, 5, 2014/11/21) */
Racks were ordered on 10/22 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 received. We are waiting to get client credit card...
information to refund back tax promotion in the amount of $212.54 . Client was also offered $50 for compensation which was denied. Our operation manager will be giving client a call to resolve issue.
Initial Consumer Rebuttal /* (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 stove. Airport appliance has had excuse after excuse why they could not provide the racks timely. The did not tell us, there was backorder to the racks when I purchase the stove. The incorrect racks was delivered almost a month after the stove was purchased.When the correct racks was finally delivered it was delivered with missing parts. It 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 information. A $50 credit for all this store has put me, my pastor, our church through is not sufficient.
Final Consumer Response /* (3000, 19, 2015/01/13) */
1-13-15
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 delivery. Airport Appliance came in on 12/30/14 to install the racks themselves. However, when the representative from Airport Appliance came in to install the racks, they too could not get the racks to fit. The manager, [redacted] refuses to return the stove because he is insisting these are the correct racks. In addition, [redacted], the consumer affairs liaison requested we send over pictures, which I did on 12/31/14. The last response from Airport Appliance 1/6/15 states they will contact us to install the correct racks. As of today, 1/12/15 an appointment has not been scheduled to deliver the correct racks. It 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 /* (4000, 21, 2015/01/21) */
The oven rails were delivered and installed yesterday under Invoice No. PXXXXX.
Initial Business Response /* (1000, 11, 2014/06/03) */
Client had been refunded the full amount of $1,717.27 on May 08, 2014.
Thank you.
Initial Consumer Rebuttal /* (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 card. I am completely disgusted with Airport Appliance and their lack of professionalism and customer care.
Initial Business Response /* (1000, 5, 2014/06/02) */
We have been in communication with client. We received authorization to replace the refrigerator on May 28, 2014.
Client already came to our store and reselected.
Thank you.
Initial Business Response /* (1000, 13, 2014/07/31) */
Return or exchange has been denied due to the fact that unit was installed. If unit was not installed we would have been happy to try to exchange unit.
Initial Consumer Rebuttal /* (3000, 15, 2014/08/06) */
(The consumer...
indicated he/she DID NOT accept the response from the business.)
I never told any of the many employees I spoke with that the hood was installed. I explained to them that the box was opened and the unit was held up to the space. That is when we (The contractor and I) realized the unit was too small for the space. The hood was not installed. We returned it to the box with the film still covering the unit. I informed Airport Appliance that I wanted to replace the hood with a larger one. They told me I couldn't exchange it, because the box was opened. The receipt, which I received AFTER purchasing the unit, stated that the item was not returnable or exchangeable but were never advised prior to purchasing. Airport Appliance employees are lying if they say that they were told the unit was installed.We had just bought a new house and had contractors (Kuykendall Electric) on site, who can 100% vouch that they had not installed the unit and it sat in the living room while we attempted to get the item exchanged.
In fact, we canceled another purchase we had made from Airport Appliance prior to picking up the stove. The employees told us that if we picked up the stove and opened it, then we could not return it. So we canceled the purchase and shopped at SEARS.
The response from the company shows their lack of professionalism because they are lying about the unit being installed. We will never shop at this business again and would make sure every contractor and person we know hears about this incident.
We still wish to return the item as it is the inappropriate size for our kitchen and the business have caused us a great deal of stress and inconvenience.
Final Consumer Response /* (4200, 19, 2014/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
At the time of initial return request the hood was not installed. After weeks of not being able to return the item and having to take extensive measures we have since installed the hood, since we had to. It is now very lightly used. The request is to return the item used.
Final Business Response /* (4000, 25, 2014/08/29) */
We will not be able to take anything that back that used. At the time of client original request for return of item it was stated to the manager that unit was installed. When this complaint was submitted by client to Revdex.com on 06/26 it was never mentioned unit was slightly used nor on the respond on 08/06. As stated before we would have gladly exchanged unit if unit was not installed.
Initial Business Response /* (1000, 5, 2014/11/26) */
Airport has been in contact with client today and will be refunding back $117.20 to client credit card.
Initial Business Response /* (1000, 14, 2015/02/11) */
2-11-15
Sent via email:
Below is our response:
The dryer had already been replaced. We sent three men to rectify the Big Green egg case. We are still waiting for the ash tool part to arrive. Client had been compensated the...
amount of $185.00
We appreciate hearing from you soon.
Thank you.
Initial Business Response /* (1000, 5, 2014/11/21) */
Airport will order correct range at no extra cost to client.
Initial Business Response /* (1000, 5, 2014/03/18) */
Our records show that a replacement is scheduled for March 22, 2014. We have contacted client and left a message.
Thank you.
Initial Business Response /* (1000, 7, 2014/04/14) */
We are in contact with client and the pictures provided are being reviewed.
Thank you.
Initial Business Response /* (1000, 5, 2014/11/14) */
Customer bought washer March 17th 2013. Washer was exchanged on April 20th 2013. Customer called on 10/24/14 to say she was attempting to schedule service with extend warranty but was not able to as serial number was not updated in the...
system. Serial number was updated 11/01/14. Customer was given information on service tech that would go out there through the service company due to complaint that washer was not spinning. Never heard anything back from client after that. As far as refund or exchange airport cannot process.The extended warranty company can only be the one to make the call on any exchanges since washer is over a year old. If client needs assistant with contacting the extend warranty company on repair she can contact our customer service department at XXX-XXX-XXXX option 1.
Initial Consumer Rebuttal /* (3000, 10, 2014/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My washer has been broken for well over a month. The date that they say that I reported to warranty is definitely INCORRECT!! I contacted Airport Appliance Watranty department. Like it states above, they had the incorrect serial number and it took close to three weeks to update the serial number and I had to call at least 4-5 times for this process to get up and running. ( I spoke to a new employee with my first initial call and she stated that she spoke with a manager and they would call me back. That Never happened until I called over and over and over again.
I didn't receive a call from the repair department for 2 weeks after the serial number was updated which coincidentally happens to be the actual day I filed this Revdex.com report. (Very interesting how that happened).
I am a working woman and have had to go to the wash house more times than ever after purchasing this washer. It is correct that I couldn't be available, I need to give advance notice to take time off of work for the repair to take place. The repair date is 4 days later than what they had available.
It seems as if they are falsifying the dates and not accepting reaponsibilty
Final Business Response /* (4000, 16, 2014/12/04) */
Initial Business Response /* (1000, 9, 2014/03/21) */
Our records show that the unit was received in good condition. The distributor of Thermador, [redacted], went to check the doors. There was nothing wrong with the refrigerator doors. The unit needs to be installed prior to...
adjustment of the panels in order to determine whether the doors are misaligned. [redacted] representative offered to connect and test the unit but client refused. They offered client 25% restocking fee to return the unit but client refused.
We would like to request if client can consider our offer to install the unit in order to move forward. We are working diligently with [redacted] on the immediate resolution of this matter.
Thank you.
Initial Consumer Rebuttal /* (3000, 11, 2014/03/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The refrigerator doors are clearly misaligned and defective, and discussions with Thermador twice indicate that when the doors are shipped out they are not misaligned or damaged. Further, we have sent photos to Airport Home Appliance of the scratched edges of the doors resulting from the misalignment. We have not installed it at this point since we want this matter resolved and do not want to install a defective unit. This was confirmed by the installer recommended by Airport Home Appliance who refused to install it since he did not want to be held responsible for installing a defective unit. It is clear that Airport Home Appliance cares little about customer service
Final Business Response /* (4000, 16, 2014/05/02) */
[redacted] distributor of Thermador, has reported that the unit and new panels has been installed and tested. There is no water leak and unit is in good condition. The installation job was completed on April 23, 2014.
We have requested the Sales Manager of our Redwood City store to process the $125.00 credit and 5 year extended warranty.
Thank you.
Final Consumer Response /* (2000, 18, 2014/05/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The matter has been resolved. However, I would like to clarify that Airport Home Appliance did little to resolve the matter, except for the $125 credit and 5 year extended warranty. The Thermador refrigerator column installation, replacement and alignment of the new panels, and testing of the appliance was conducted by [redacted] only after we had our attorney involved and the leadership of [redacted] was directly contacted. If [redacted] had not been contacted, I am 100% certain that Airport Home Appliance would have continued to make no effort to resolve the situation. I am very surprised that Airport Home Appliance stays in business with such poor customer service.