Albert Lee Appliance

July 5,
Revdex.com Complaint Resolution
Attn: *** ***
Ms***,
Albert Lee Appliance would like to apologize to Mrs*** for the troubles she has had with her Appliance purchase. Her letter to the Revdex.com dated June 28th stated that she hadn’t heard back from us
regarding her situationWe regrettably failed to contact her with her service appointment earlier in the week and are very sorry for the miss-communication. We had set up service for her when she first contacted us and neglected to relay that information to her. The servicer was at her house the same day she sent the letter to the Revdex.com and diagnosed the situation and the necessary parts and repairs needed. The servicer scheduled a return appointment for July 1, and after following up with both the servicer and Mrs*** we have been notified that the unit is repaired and working properly. Again we apologize for not notifying Mrs*** of her pending appointment but have since been informed everything is working correctly at this time
Sincerely,
Ken H***
General Sales Manager
Albert Lee Appliance
206-282-

Complaint: ***I am rejecting this response because: I accept some parts, but lets be clear, I have had people out three times to level the fridge and it is still not rightThey did apologize but I had to be very tenacious to get the service I should not have to follow up for, time and time againIt is not acceptable to meI still have appliances that broke, in one case, almost immediately upon useThe fridge requires a new door, and I never said I needed a new seal, that is what they heard and noted and did not validateI wanted three new appliances, I did not get thatI want a dollar credit for all my trouble if I am accepting these appliancesThe customer service has been frustratingI have been made to feel like it is my issue for the most part and only when I went to the Revdex.com did I get any responses without me calling.I know things happen and I get that, but when things happen a business has a choice to make it right, and to make it right I wanted new appliances, and if I do not get those, I want a dollar credit for my time and trouble to get this resolvedSincerely,*** ***

The customer was credited $on his MasterCard on 6/13/17, this was processed at 11:13am We have verified with our accounting and have a reprint of the credit slip.We have received your notice *** Albert Lee Inc has reviewed this file and confirmed that a credit in the
amount of $has been processed to the customer's credit card (Mastercard).We typically find that this credit posts to a customer's account within to days Please accept our apology in regards to this matter.Thank you Albert Lee Appliance. Fernando *** V***Director of Operations

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

We appreciate *** ** *** business and want to describe the chain of events. On 11/15/we delivered the refrigerator. On 7/15/15, seven months later we received a call from the customer that the refrigerator is not level and the door seal is cracked. We set up service with
***. The delivery crew went out and leveled and customer signed off on 7/31/15. On 8/17/the customer told us that she had not heard from *** on repair of refrigerator. It was later found out that *** had the wrong number for getting in touch with the customer. On 8/21/the customer was told that her part was on order for the refrigerator. Tim our CS manager did call the customer yesterday and explained this and also that the part is in for her oven that is being fixed today. This whole extent of errors with making a phone connection should have been solved more quickly and for that we did apologize to the customer yesterday. We have no control on timing of getting parts from the manufactures, but do our very best to expedite for customer satisfaction. The parts were shipped by the vendor for the refrigerator last Friday 8/28/and do expect them in days at which time we will repair. As mentioned previously the oven is being fixed today because the parts did come in. We have spoke to the customer and we have an understanding of a process to get everything taken care of going forward

February 17, *** ***
Revdex.com Resolutions Consultant ** *** *** Case #*** Dear ***, We apologize for the delay in Mr***’s refund processing. Albert Lee appliance Processed his refund on 1/31/and sent him a receipt showing his refund
on this date. I personally spoke to Mr*** on February 8, and confirmed he had gotten his refund. He told me he showed the refund from his bank was done on February 6th. We do not know where the delay was as our bank processed the refund on 1/31. At this time he has received his refund requested and we consider this case closed Thank you for your assistance Sincerely, Ken H***

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
Sincerely,
*** ***