Aitoro Appliance & Electronics

From: Eric A*** *** Sent: Wednesday, November 15, 11:AM To: *** *** ***> Subject: RE: *** Dear Revdex.com, Customer purchased unit on 8/14/for $Upon delivery the unit was not working properly due to loose
connection in the grill areaI had called *** to get a tech out asap the same day and they sent BobbyBobby and Dave spoke with each other to see what day is best for both to go take a look at the unit because it needs two men for the job. Customer did not complain, just wanted to get this resolved promptlyAfter the unit issue was resolved customer saw a crack tile near the unitDave say he will pay to get it fixedCustomer continued to call Aitoro to have tile fixedShe was advised by me on several different days that she will need to call someone to fix it for her and she can send us the invoice and then I can provide it to Dave the installer to write a check for herShe has not followed through with thatAfter I have followed up with her on a weekly basis to provide us with the estimate she called into her *** *** and did a charge backWe did not understand whyDave in Accounting has spoken to her directly about the chargebackShe has failed to return my phone calls during the week and only called back on the weekend when the office is closed and left a voice message asking for her $When I finally spoke with her I have told her that Dave (installer)will pay the damage tile as agreed and only when the charge back is resolvedThat did take about a month to be resolved but she continued to ask for the $Not at any point did she say it was broken tiles but did say it was and then changed it to

We will refund the install cost of $100.Thank you,Eric A***

Dear *** ***
You purchased your refrigerator on 12/13/from Aitoro ApplianceI apologize for any misunderstanding we may have hadYour refrigerator needs to have a garage kit installed in order for it to run properly in your garageWe will be happy to install this for you
at no chargeThe unit cannot be returned as it is over days old and has been plugged in
Thank you,
*** ***
Customer Service

To
whom it may concern,
We were called to service the *** dishwasher on 6/13/for not startingThe tech told the customer the
latch
was broken and the inner door was bent, and recommended the unit should be
replacedThe customer wanted to repair the unit so the latch was orderedThe
unit could not be tested any further because the broken latch prevented it from
functioningWhen the latch came in we went back to install it and got the unit
functioningThe first service call was for $95.72, the 2nd call was for
$This was continued time/labor, part and taxOn 8/1/the *** called back and said the latch broke again.
We went out to check unit and found latch was broken againThe *** were charged a service call again $and reordered the latchWhen it came
in we went back to install the part and charged the customer for the part
($59.95), and continued time/labor and taxThe part should have not been
recharged because of a day part warranty; we will refund ($59.95)The *** called back a couple weeks later saying unit was dead againWe when
out and told the customer the reason the unit was dead was because water was
leaking thru the bent door causing the board to short outThe service tech recommended
again the unit should be replaced or they would need additional parts to
repairThe parts would be inner door (bent), control board, and control panel
The *** wanted a refund for all service done on the unitSince all service
performed was done correctly, and at the *** request, we believe a
mutually fair solution is to refund the cost of the part plus tax $plus
tax $and a $gift card to Aitoro to purchase a new unit
Thank you,
*** ***

Complaint: ***(
I am rejecting this response because: they haven't provided replacement paperwork (receipt) that can be used if repair is needed --and one burner on the new stove blackens all my pots so repair
or burner adjustment is an issue. otherwise, Aitoro has been responsive
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me for the first
problem
However, since I filed the original complaint, we had a new problemWhen the replacement dishwasher was installed last Wednesday, it began leaking and made a huge mess in our kitchen.An Aitoro/Macri service rep was here this morning (Monday 11/30/15) and discovered that a valve was not in the correct fully opened position under the sink and that is why there was a leak over the past five daysHe said that the installers had done that and should have not done that.I still have not heard from Eric A*** who I left numerous messages for to call me one week agoI would like him to call me at ###-###-####.
Sincerely,
*** ***

Dear [redacted] 
LINE-HEIGHT: 17pt; mso-pagination: none; mso-layout-grid-align: none">You purchased your refrigerator on 12/13/14 from Aitoro Appliance. I apologize for any misunderstanding we may have had. Your refrigerator needs to have a garage kit installed in order for it to run properly in your garage. We will be happy to install this for you at no charge. The unit cannot be returned as it is over 30 days old and has been plugged in.
 
Thank you,
[redacted]
Customer Service.

We have resolved this issue and replaced the [redacted] range with a ** range.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me for the first problem.
However, since I filed the original...

complaint, we had a new problem. When the replacement dishwasher was installed last Wednesday, it began leaking and made a huge mess in our kitchen.An Aitoro/Macri service rep was here this morning (Monday 11/30/15) and discovered that a valve was not in the correct fully opened position under the sink and that is why there was a leak over the past five days. He said that the installers had done that and should have not done that.I still have not heard from Eric A[redacted] who I left numerous messages for to call me one week ago. I would like him to call me at ###-###-####. 
Sincerely,
[redacted]

Review: After several trips to their store, we bought a dishwasher on 10/29/15 costing $1111.35.

In the first couple of weeks of use, we consistently had problems with it not thoroughly cleaning dishes. We read the manual and asked for their advice to be sure we were using the unit correctly. They sent out a service person to view the unit but we continued to have problems. I contacted the store again on Saturday 11/21/15 and said we were not satisfied with the unit and wanted it replaced.

The person who answered the phone - who identified herself as Patty, was rude, condescending and not helpful. She implied that they didn't have to do anything and insinuated we didn't spend enough to get a good dishwasher and that we needed to "upgrade." She also demanded that we had to come into the store and said that you end up buying a bad unit when you buy over the phone!

Later, when I asked to speak with a store manager, she claimed that there wasn't one. I had also originally asked to speak with a sales manager and she said that there wasn't one. She refused to allow me to speak with anyone else and then told me that she was the customer service manager and that I had to deal only with her!

During the call, she interrupted me a half dozen times and kept trying to rush me off the phone before solving the problem.

Tom M[redacted], the salesperson, who sold us the original unit called back and said they would take the unit back but didn't know how they would handle installation costs which were $150 (the guys were here for all of 30 minutes). He later said they would charge us another $100 to bring out a replacement unit.

This extra charge is unacceptable to get a properly working dishwasher.

I have since tried to leave messages for the store owners and operations manager, Eric A[redacted]. Patty keeps intercepting my calls and saying that Eric is busy.

We have lived here for 20 years and bought about $20,000 worth of appliances from Aitoro's over the years including a SubZero refrigerator recently.Desired Settlement: An apology from store owners for rude treatment and refund of extra $100 charge.

Business

Response:

We will refund the install cost of $100.Thank you,Eric A[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me for the first problem.

However, since I filed the original complaint, we had a new problem. When the replacement dishwasher was installed last Wednesday, it began leaking and made a huge mess in our kitchen.An Aitoro/Macri service rep was here this morning (Monday 11/30/15) and discovered that a valve was not in the correct fully opened position under the sink and that is why there was a leak over the past five days. He said that the installers had done that and should have not done that.I still have not heard from Eric A[redacted] who I left numerous messages for to call me one week ago. I would like him to call me at ###-###-####.

Sincerely,

Review: I purchased a [redacted] that was supposedly "garage ready" from a salesman[redacted], on 12/6/14. I went in to the showroom to look at new refrigerators for my garage and a new dishwasher. [redacted] showed me several models, answered my questions, processed my purchase and arranged for delivery to my house on 12/12/14. The experience in the store was a positive one. While I was looking, I explained to him that I had a fridge in my garage already but that it was "trashed", about 10 years old, and the contents freeze in the winter. He told me that I needed a "garage refrigerator". The fridge was delivered and set up in my garage in the spot occupied by my older refrigerator which the aitoro delivery guys hauled away. The refrigerator worked for maybe a week, stopped working and hasn't worked since. It is not cold inside the fridge or freezer and I do hot hear it running. I lost a freezer full of food costing about $150-$200 as well as food in the fridge. Before calling the Aitoro service dept, I had an electrician install a dedicated plug just for the refrigerator in the garage as I had previously had the fridge plugged into a surge protector. Still didn't fix the problem, so I called Aitoro service and they sent a guy out the last week of Jan to take a look. He walked right in and told me that the refrigerator wasn't working because I needed a special "garage kit" installed so it would work in cold temps. The kit installed was around $300. I told him I wasn't spending another penny on the refrigerator and that the salesman never mentioned that I needed the kit. The service guy called [redacted] while he was at my house and Ken was nasty to him and incredibly nasty to me. [redacted] told me that I told him that the refrigerator would go in the basement. I already have a refrigerator in my basement and don't need a 2nd one down there. Then he told me I never told him the garage wasn't heated. He never asked if the garage was heated but I did tell him that the contents of the old fridge freeze in the winter. I also didn't know people actually heat their garages. When I asked to speak to his manager, he told me there was no one there that was a manager. The service man started giving me names of employees to ask for - [redacted] When I asked for [redacted], he said he was busy. When I asked for [redacted], he said he was out for a few days and he didn't know when he would return. He was rude, nasty, had a bad attitude, and offered no suggestions to help. The next day, [redacted] Aitoro called me and I told him the entire story. [redacted] offered to install the garage kit, but I told him I was so aggravated by the salesman that I didn't want anything else rom Aitoro - I just wanted the refrigerator returned and my money back. He said he couldn't take it back because it had had food in it. Over the next week, I made 2 or 3 calls to [redacted] Aitoro and left messages on his voice mail, called a customer service rep who referred me to "[redacted]" who I then called 2 or 3 times and left messages. Neither has ever called me back. I have searched the internet both under consumer protection and other appliance retailers and have found nothing that states a refrigerator cannot be returned if it has had food in it. I believe they are making that up to avoid a return because who buys a new refrigerator and has it set up but doesn't put food in it? No one. That basically means a refrigerator can never be returned. [redacted] accepts returns on refrigerators up to 90 days with a full refund - no mention of whether or not it has had food in it.Desired Settlement: I want Aitoro to come pick up the refrigerator and refund my credit card. If I can't return a refrigerator because "it has had food in it", then I want them to show me where in their store policies it says that because I haven't been able to find it. I spent money on an electrician to install a dedicated plug and I lost a freezer full of food. I do not want the garage kit - even if it is free. Their customer service, including their customer service representatives and [redacted] Aitoro (owner?) is the worst I have ever encountered. I have called multiple times, left many messages, voiced my concerns and received no response. I would like to know where to report [redacted] as well because I have never been treated with such disrespect as a consumer ever. He is a pathetic human being.

Business

Response:

Dear [redacted]

You purchased your refrigerator on 12/13/14 from Aitoro Appliance. I apologize for any misunderstanding we may have had. Your refrigerator needs to have a garage kit installed in order for it to run properly in your garage. We will be happy to install this for you at no charge. The unit cannot be returned as it is over 30 days old and has been plugged in.

Thank you,

Customer Service.

Review: I have made three payments via my [redacted] Account to AITORO. These payments came after I made a payment by check in the amount of $95.72 for a repairman's visit. The problem was with my dishwasher, and a part was replaced so that on June 23 I paid $138.20 for a part that did not solve the problem. On August 4, I paid for another repair visit for the same problem in the amount of $95.72 through my [redacted] Account. Again, I was advised that a different part had to be replaced at a cost of $138.20 and that was paid via my [redacted] account. Still, the dishwasher did not work. The repairman who last arrived, informed me that the problem was not with the parts that had been replaced, but with a gasket problem that cannot be repaired. A new dishwasher is required. The owner refuses to make me whole by applying the total cost of repairs to the purchase of a new dishwasher. I wish to have AITORO reimburse me for all my previous expenditures so that I may go elsewhere to replace my dishwasher.Desired Settlement: Refund in the amount of $467.84.

Business

Response:

To

whom it may concern,

We were called to service the [redacted] dishwasher on 6/13/14 for not starting. The tech told the customer the latch

was broken and the inner door was bent, and recommended the unit should be

replaced. The customer wanted to repair the unit so the latch was ordered. The

unit could not be tested any further because the broken latch prevented it from

functioning. When the latch came in we went back to install it and got the unit

functioning. The first service call was for $95.72, the 2nd call was for

$138.20. This was continued time/labor, part and tax. On 8/1/14 the [redacted] called back and said the latch broke again.

We went out to check unit and found latch was broken again. The [redacted] were charged a service call again $95.72 and reordered the latch. When it came

in we went back to install the part and charged the customer for the part

($59.95), and continued time/labor and tax. The part should have not been

recharged because of a 90 day part warranty; we will refund ($59.95). The [redacted] called back a couple weeks later saying unit was dead again. We when

out and told the customer the reason the unit was dead was because water was

leaking thru the bent door causing the board to short out. The service tech recommended

again the unit should be replaced or they would need additional parts to

repair. The parts would be inner door (bent), control board, and control panel.

The [redacted] wanted a refund for all service done on the unit. Since all service

performed was done correctly, and at the [redacted] request, we believe a

mutually fair solution is to refund the cost of the part plus tax $59.95 plus

tax $63.76 and a $200 gift card to Aitoro to purchase a new unit.

Thank you,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sincerely,