All-Star Home Inspection Services, LLC

We followed up with the factory who advised the warranty on the DVD player is 1-year parts and 90 days labor from date of purchase as stated on the warranty page of the owner's manual.  The labor warranty was expired so the customer was charged for the labor.

Complaint: [redacted]
I am rejecting this response because:
I could understand your response in regards to warranty IF this was the only time a customer had this issue.  When the customer has purchased (3) of the same model phone and had THE EXACT SAME PROBLEM with all of them then it becomes an issue of manufacturers defect.  A quick [redacted] search will also reveal that I am not the only consumer that has had this issue with this phone.  It had been extremely convenient for your company that the problems all arise just after the warranty period. So I do NOT accept your response to my complaint as I feel it is unacceptable for a company to produce a product with defects and not own up to them.  I feel I have been ripped off as a consumer and your company deserves to be reported.
Regards,
[redacted]

The customer was advised that we did not have stock on their shaver model and that a refund would need to be processed.  The customer did send in their purchase receipt so a refund can be issued out for this unit.  The customer was requesting expedited service on their refund but was...

advised that it would be processed during a “regular” finance cycle and a check would be sent via USPS to the address provided by the customer.  The customer will receive the refund check in approximately 14 business days or less, as previously advised.  Regards, Megan

The customer has been refunded for order [redacted] which
was model # [redacted] in the amount of $ The other order, [redacted] for model # [redacted]
our
E-commerce department is following up with the warehouse to inquire if item
has been receivedIf so, they will refund the customer, if not they will file a
lost shipment. Thank you, [redacted]Consumer Affairs Dept

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.

As per our database the customer called and confirmed on 5/5/16 that they have received the shipping label and the unit was shipped to our factory service center in McAllen, TX. Thank you,[redacted]Consumer Affairs Dept.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Better Business...

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

The customer has been refunded in the amount of $956.24.

Complaint: [redacted]
I am rejecting this response because:
Yet more bait and switch and inaccuracies.  You can't place the blame on [redacted] for the product data you provided them!Check every other bath fan product you sell on the page you sent me.  Each model with the exception of the model in question clearly states the following information:Motor Type (AC/DC)AC or other products clearly state the followingthat the motor is ACNowhere on your product page for the product in question state that the motor is AC.   Additionally a quick google search of "Motor Type Condenser" will show you that there is no such thing as a type of motor called a Condenser.  This is a made up term that your company came up with to deceive customers.  It is extremely suspicious that every other product on your website clearly states if the motor is AC or DC, with the exception of the product/motor we are discussing.... 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If...

you wish, you may update it before sending it.]
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.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com: only if I get my full refund as agree to by [redacted]. She did give me the wrong tracking number. [redacted] call with a attitude.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.
Regards,
[redacted] Panasonic finally made it right, thx.

I am rejecting this response because: 2 to 4 weeks is an unacceptable amount of time to expect a 3 month old product to be fixed.I did not take 4 weeks to pay for the product and since it does not work the way it should it is unreasonable to ask any customer to wait for that long when it is clearly a defect issue.I am only asking for what I paid for to be fixed in a reasonable time frame.

Mr. [redacted] has been contacted by Panasonic McAllen service center. Arrangements have been made to have the correct telephone, model KX-[redacted] shipped. A shipping label has been provided to the customer so he can shipped back the incorrect model he has. Tracking [redacted] (2nd day air)

We have researched this complaint.The replacement unit has been ordered. The replacement will be delivered by Pilot and the wrong model received will be picked up by Pilot at the same time. Pilot is aware that the customer no longer has the packaging, so they will provide it at the time of...

delivery/pickup.

The unit is in-transit back to the customer via [redacted], scheduled to be delivered on Wednesday 5/25/2016.  Tracking number:   [redacted].  The unit has not been repaired, as it is no longer in-warranty.

As a gesture of goodwill a glass tray has been ordered and will ship shortly. Customer has been advised

The technician mistakenly interpreted the unit being “looked at” as service having been attempted on this unit.Our repair facility will have the unit reprocessed and repaired at no cost to the customer, knowing now that the unit was not tampered with but merely reviewed by others that the customer...

consulted with.  We are sorry for the miscommunication.

The customer was provided with two service options.  The unit can be sent with a copy of the Bill of Sale to our exchange center first and then a replacement will be shipped back to the customer, or the customer can provide a credit card that a hold is put on it for the cost of the telephone....

Then a replacement will be sent to the customer first.  After the customer receives the advanced exchange the customer would uses the box and shipping label that is sent to send back the non working unit.  If this process is done within 30 days of the customer receiving the advanced replacement the credit card is not charged. The customer is not satisfied with either option. Regretfully, there are no other service options.  These are the terms of the warranty.

I left Mr. [redacted] a voicemail message on 9/20 and sent an e-mail on 9/21 requesting the contact information of the business in question, so we can research this complaint.  Once the requested information is provided we will research and respond accordingly. Regards,  Megan