Allora USA

[redacted] ***,We appreciate the frustration you must feel at having a broken kitchen faucet; however, we must maintain our warranty policies for the following reasonsYou previously quoted our warranty in your report to the Revdex.com: “FOR RESIDENTIAL INSTALLATIONS: ALLORAUSA warrants this product to be free from defects in materials or workmanship for as long as the original consumer purchaser owns this product.” We would like to state first, that this is a promise we make to all of our customersHowever, if you had looked at the next paragraph, you may have noticed this portion contained in our warranty; “ALLORA USA is not held responsible for the shipping costs of items that need to be repaired.” Two paragraphs after this our warranty states, “If the faucet has been installed, it cannot be returnedIf the faucet is defective, we will first attempt to find an onsite fix by phone or sending replacement parts (shipping not included).” Please keep in mind you agreed to our warranty when you purchased our product.Moreover, when an issue with your faucet was brought to light in 2013; you filled out and submitted one of our Product Registration FormsOn this form was a box labeled: I have read and agree to the terms and conditions of AlloraUSA Faucet WarrantyUpon reviewing your Product Registration from 2013, it was found that you had, in fact, checked that box; indicating your agreement to and understanding of our warrantyThe warranty expressed on our Product Registration Form is as follows: “ALLORAUSA will provide free of charge, at its sole option, replacement part(s) or product (or if no longer available, a comparable product) to replace those which have been proven defective in materials or workmanshipThe warranty does not cover shipping cost of partsThe warranty does not cover labor charges incurred and/or damage sustained in installation, repair or replacement, or incidental or consequential damages.” The Product Registration warranty goes on to state, “This warranty is exclusively in lieu of all other warranties, including any implied warranties of merchantability or fitness for a particular purpose.” Lastly, when [redacted] called in, he was rude and combativeOur receptionist as well as one of our technicians did their best to cope with [redacted] ***s behavior but, short of giving our products to him completely free of charge, there was no reasoning with himOur processing and handling fees are standard for all of our customers who are outside of their first year of warrantyThe problem you are experiencing with your faucet can be fixed with a replacement partThis can be provided to you, under the warranty and free of charge, with a $processing and handling fee.You may find a full copy of our warranty on our website here: http://www.allorausa.com/warranty-information/You may also find a copy of our Product Registration form here: http://www.allorausa.com/product-registration/

[redacted] We continue to quote your warranty to you because we fear that, based on your responses, you may not have read the agreements you’ve signed in their entiretyWe would like to better help you to understand your responsibilities as the owner of an AlloraUSA faucetAs is consistent with the purchase of almost any home appliance; our sinks, faucets, and accessories come with a warrantyYour particular warranty states; “ALLORAUSA will provide free of charge, at its sole option, replacement part(s) or product (or if no longer available, a comparable product) to replace those which have proven defective in materials or workmanshipThe warranty does not cover shipping cost of partsThis warranty does not cover labor charges incurred and/or damage sustained in installation, repair or replacement, nor incidental or consequential damages.” This means that AlloraUSA will replace any parts, product, or comparable product; free of charge, so long as any issues set forth are consistent with the terms of your warrantyWe will cover these charges but, as your warranty states, we will not cover the cost of processing and handling (this is the standard $fee you encountered earlier)As to why we lowered our fee from $to $The $fee can be broken down as such: $for processing (shipping) and $for handling (labor)We had offered you the reduced price for the product if you were willing to come to our office location and pick it upThus, removing our need to ship the product to you and negating the $processing portion of the feeConcerning the contractor you spoke withWhile we appreciate our contractor’s willingness to step in and attempt to help us resolve this situation; they in no way represent our company, its interests, opinions, business models, or customer-direct pricingAs the supplier of the product; we will be your sole contact for any questions you may have regarding your AlloraUSA faucetWe would like to extend another invitation to you to come by our office and pick up your requested part for a $handling feeYour previously stated location is less than miles from our office locationOnce again, you can find a copy of you warranty here: http://www.allorausa.com/warranty-information/

Good afternoon, We are always working hard to improve our quality and parts. As we were trying to offer Mr. Steinhoff the upgraded design, we were not able to speak to him due to the verbal abuse all the employees at the company were getting from him. Sad to say, it was more than “ go to hell” Once again, the warranty DOES NOT cover plumbing or shipping costs. Since all of the communication has been done via phone, there is “no proof” of Allora USA offering for the faucet to be sent back for fixing; we are again extending that offer which is still valid. We apologize if the upgraded part was not to your liking as far as the design however it is a solution to the problem. Again, as it states under our warranty “From time to time we will change design specifications and materials as conditions require and improvements are developed. We have no obligation to incorporate such changes in products we previously manufactured. Allora USA may elect to repair or replace any defective Allora USA product covered by our warranty. Allora USA is not held responsible for the shipping costs of items that need to be repaired.” There is no plumber needed to replace the part. We have created these videos in an attempt to make it easier for the homeowner. The “how-to” video is home-owner/user friendly in the aspect that explains step by step how to replace the part. It is HIGHLY not recommended for individuals’ with physical limits to try to attempt replacing parts. We aew sorry that your experience with Allora USA was anything less than great. We stand behind our products and follow through with our warranty as stated. For our part, we harbor no ill feelings.Allora USACustomer Service

Good afternoon,We are always working hard to improve our quality
and partsAs we were trying to offer MrSteinhoff the upgraded design, we
were not able to speak to him due to the verbal abuse all the employees at the
company were getting from himSad to say, it was more than “ go to hell”…
Once again, the warranty DOES NOT cover plumbing
or shipping costsSince all of the communication has been done via phone,
there is “no proof” of Allora USA offering for the faucet to be sent back for
fixing; we are again extending that offer which is still valid
We apologize if the upgraded part was not to your
liking as far as the design however it is a solution to the problemAgain, as
it states under our warranty “From time to time we will
change design specifications and materials as conditions require and
improvements are developedWe have no obligation to incorporate such changes
in products we previously manufacturedAllora
USA may elect to repair or replace any defective Allora USA product covered by
our warrantyAllora USA is not held responsible for the shipping costs of
items that need to be repaired.”
There is no plumber needed to replace the partWe
have created these videos in an attempt to make it easier for the homeowner
The “how-to” video is home-owner/user friendly in the aspect that explains step
by step how to replace the partIt is HIGHLY not recommended for individuals’ with
physical limits to try to attempt replacing parts
We aew sorry that your experience with Allora
USA was anything less than great. We stand behind our products and follow through with our warranty as statedFor our part, we harbor no ill
feelings.Allora USACustomer Service

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Dear *** ***,Thank you again for your continued interest in my caseI'm sorry to put you through all thisForgive me, but my blood is boiling as this ridiculous situation continuesIt’s people like this who give legitimate businesses a bad name.Referring to the most recent message from Allora (I do not know if that was from MsS***), first, it indicates they “were not able to speak to (me).” And, it suggests “(my) verbal abuse to employees.” I present emails below which prove this to be false I only spoke to Ms S*** and Rob in customer service about this matter Any other conversations were simply to leave messages and ask to speak to one of these people. Communication # one: [email protected] to me*** ***
Yukie authorized for the part to be sent to you at no additional chargeAs per your conversation with her, we will send you the part as soon as you confirm the deletion of the negative reviews online. Thank you for your patience and cooperation. Best [email protected]###-###-#######-###-####This followed my conversation with MsS*** in which she was very pleasant and our conversation was pleasantShe did offer to send me the part with NO strings attachedRob added the reference to the reviews in his letter It was only after Rob got involved that the situation got involved He’s the one who I eventually told where to go And, I wouldn’t be surprised if he is the person behind this communication As I explained before, I would not know how to remove the reviews They were on the Allora website and they have since been removed.Communication # two (actually, this came first It was sent before the part was available.)[email protected] 5to meHello,This is the link. *** New Hose & Spray head*** Best [email protected]###-###-####Attachments areaPreview *** video Upgraded replacement spray head and hose for *** Again, he references plumbing costsAgain, I never asked for that I only called his attention to the fact I would incur that cost since the repair requires access to the underside of the faucet in a cabinet behind the sink and garbage disposal Note the video where it shows access on a desktop That is NOT reality! Here’s reality(See sink photo attached.)He says “there is no plumber needed,” and it is “user friendly,” but “not recommended for individuals with physical limits.” How do I get my year old body under there? I’d like to see him get under there!!!He says the warranty “does not cover shipping cost.” What about a faulty designed part that has to be replaced times, twice in the first year? This will be # And, what about the fact that he charged another person $and wanted me to pay $20? Whatever the traffic will bear?I love this one! He says he “harbor(s) no ill feelings.” What does he have to feel ill about, I’m the one getting screwed!Again, he talks about having offered me the opportunity to send the faucet back And, again I point out that such an offer was never made and it would be dumb anyway How would I be able to send a custom installed faucet (again, see photo) back???Finally, I defy Rob to find anyone at Allora, other than himself, who will testify to the fact that I used any bad language at all Ask Ms.S*** if I used bad language in my conversation with her (we only spoke once).I sent a copy of Rob’s email to Ms S*** with the following note:Attn: Yukie,I'm not sure you saw thisI'd like to know what you think This doesn't sound like you.!I do not know if it ever reached her because the email address was “customer service.” Rob probably intercepted it.Thanks again for everything! Please let me know if you need anything further.*** ***Attachments areaPreview attachment ***Image***Preview *** video Upgraded replacement spray head and hose for ***Upgraded replacement spray head and hose for ***
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:Please don't use "read our warranty" again and againNow the processing fee $became $handling fee? The lifetime warranty was told by the contractor/installerI called the contractor and told him about the NEW $processing feeHe said that he will contact AlloraUSAAfter a few minutes he texted me to go to AlloraUSA's office and pickup the part for free. Let's see what happens.Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:Dear *** ***,Thank you again for your continued interest in my caseI'm sorry to put you through all thisForgive me, but my blood is boiling as this ridiculous situation continuesIt’s people like this who give legitimate businesses a bad name.Referring to the most recent message from Allora (I do not know if that was from MsS***), first, it indicates they “were not able to speak to (me).” And, it suggests “(my) verbal abuse to employees.” I present emails below which prove this to be false I only spoke to Ms S*** and Rob in customer service about this matter Any other conversations were simply to leave messages and ask to speak to one of these people. Communication # one: [email protected] to me*** ***
Yukie authorized for the part to be sent to you at no additional chargeAs per your conversation with her, we will send you the part as soon as you confirm the deletion of the negative reviews online. Thank you for your patience and cooperation. Best [email protected]###-###-#######-###-####This followed my conversation with MsS*** in which she was very pleasant and our conversation was pleasantShe did offer to send me the part with NO strings attachedRob added the reference to the reviews in his letter It was only after Rob got involved that the situation got involved He’s the one who I eventually told where to go And, I wouldn’t be surprised if he is the person behind this communication As I explained before, I would not know how to remove the reviews They were on the Allora website and they have since been removed.Communication # two (actually, this came first It was sent before the part was available.)[email protected] 5to meHello,This is the link. *** New Hose & Spray head*** Best [email protected]###-###-####Attachments areaPreview *** video Upgraded replacement spray head and hose for *** Again, he references plumbing costsAgain, I never asked for that I only called his attention to the fact I would incur that cost since the repair requires access to the underside of the faucet in a cabinet behind the sink and garbage disposal Note the video where it shows access on a desktop That is NOT reality! Here’s reality(See sink photo attached.)He says “there is no plumber needed,” and it is “user friendly,” but “not recommended for individuals with physical limits.” How do I get my year old body under there? I’d like to see him get under there!!!He says the warranty “does not cover shipping cost.” What about a faulty designed part that has to be replaced times, twice in the first year? This will be # And, what about the fact that he charged another person $and wanted me to pay $20? Whatever the traffic will bear?I love this one! He says he “harbor(s) no ill feelings.” What does he have to feel ill about, I’m the one getting screwed!Again, he talks about having offered me the opportunity to send the faucet back And, again I point out that such an offer was never made and it would be dumb anyway How would I be able to send a custom installed faucet (again, see photo) back???Finally, I defy Rob to find anyone at Allora, other than himself, who will testify to the fact that I used any bad language at all Ask Ms.S*** if I used bad language in my conversation with her (we only spoke once).I sent a copy of Rob’s email to Ms S*** with the following note:Attn: Yukie,I'm not sure you saw thisI'd like to know what you think This doesn't sound like you.!I do not know if it ever reached her because the email address was “customer service.” Rob probably intercepted it.Thanks again for everything! Please let me know if you need anything further.*** ***Attachments areaPreview attachment ***Image***Preview *** video Upgraded replacement spray head and hose for ***Upgraded replacement spray head and hose for ***Regards,*** ***

9/21/2015Good Morning [redacted],Attached please see our company Limited lifetime Warranty that is on our website and every product has a printed copy of it included in the box.Our warranty clearly states, it does not cover shipping, processing and handling fees. The customer refuses to pay the standard...

$20 shipping and handling fee in order to receive the upgraded part.I will highlight the part of our warranty for your copy, which clearly states what is covered under the warrantyand what [redacted] is expecting is not covered by the warranty.[redacted] states he is not satisfied with the design of the replacement part however the warranty states, "From time to time we will change design specifications and materials as conditions require and improvements are developed. We have no obligation to incorporate such changes in products we previously manufactured.”We have also offered [redacted] to send the faucet back be fixed and shipped back to him and he refused that option with profanity.Our warranty can be found or line at www.allora usa.com/warranty-informationPlease let me know if you need anything else.Thank you,Yukie S

[redacted] We continue to quote your warranty to you because we fear that, based on your responses, you may not have read the agreements you’ve signed in their entirety. We would like to better help you to understand your responsibilities as the owner of an AlloraUSA faucet. As is consistent with the purchase of almost any home appliance; our sinks, faucets, and accessories come with a warranty. Your particular warranty states; “ALLORAUSA will provide free of charge, at its sole option, replacement part(s) or product (or if no longer available, a comparable product) to replace those which have proven defective in materials or workmanship. The warranty does not cover shipping cost of parts. This warranty does not cover labor charges incurred and/or damage sustained in installation, repair or replacement, nor incidental or consequential damages.” This means that AlloraUSA will replace any parts, product, or comparable product; free of charge, so long as any issues set forth are consistent with the terms of your warranty. We will cover these charges but, as your warranty states, we will not cover the cost of processing and handling (this is the standard $20 fee you encountered earlier). As to why we lowered our fee from $20 to $10. The $20 fee can be broken down as such: $10 for processing (shipping) and $10 for handling (labor). We had offered you the reduced price for the product if you were willing to come to our office location and pick it up. Thus, removing our need to ship the product to you and negating the $10 processing portion of the fee. Concerning the contractor you spoke with. While we appreciate our contractor’s willingness to step in and attempt to help us resolve this situation; they in no way represent our company, its interests, opinions, business models, or customer-direct pricing. As the supplier of the product; we will be your sole contact for any questions you may have regarding your AlloraUSA faucet. We would like to extend another invitation to you to come by our office and pick up your requested part for a $10 handling fee. Your previously stated location is less than 10 miles from our office location. Once again, you can find a copy of you warranty here: http://www.allorausa.com/warranty-information/

9/21/2015
Good Morning [redacted],
Attached please see our company Limited lifetime Warranty that is on our website and every product has a printed copy of it included in the box.
Our warranty clearly states, it does not cover shipping, processing and handling fees. The customer...

refuses to pay the standard $20 shipping and handling fee in order to receive the upgraded part.I will highlight the part of our warranty for your copy, which clearly states what is covered under the warrantyand what [redacted] is expecting is not covered by the warranty.
[redacted] states he is not satisfied with the design of the replacement part however the warranty states, "From time to time we will change design specifications and materials as conditions require and improvements are developed. We have no obligation to incorporate such changes in products we previously manufactured.”
We have also offered [redacted] to send the faucet back be fixed and shipped back to him and he refused that option with profanity.
Our warranty can be found or line at www.allora usa.com/warranty-information
Please let me know if you need anything else.
Thank you,
Yukie S

[redacted],We appreciate the frustration you must feel at having a broken kitchen faucet; however, we must maintain our warranty policies for the following reasons. You previously quoted our warranty in your report to the Revdex.com: “FOR RESIDENTIAL INSTALLATIONS: ALLORAUSA warrants...

this product to be free from defects in materials or workmanship for as long as the original consumer purchaser owns this product.” We would like to state first, that this is a promise we make to all of our customers. However, if you had looked at the next paragraph, you may have noticed this portion contained in our warranty; “ALLORA USA is not held responsible for the shipping costs of items that need to be repaired.” Two paragraphs after this our warranty states, “If the faucet has been installed, it cannot be returned. If the faucet is defective, we will first attempt to find an onsite fix by phone or sending replacement parts (shipping not included).” Please keep in mind you agreed to our warranty when you purchased our product.Moreover, when an issue with your faucet was brought to light in 2013; you filled out and submitted one of our Product Registration Forms. On this form was a box labeled: I have read and agree to the terms and conditions of AlloraUSA Faucet Warranty. Upon reviewing your Product Registration from 2013, it was found that you had, in fact, checked that box; indicating your agreement to and understanding of our warranty. The warranty expressed on our Product Registration Form is as follows: “ALLORAUSA will provide free of charge, at its sole option, replacement part(s) or product (or if no longer available, a comparable product) to replace those which have been proven defective in materials or workmanship. The warranty does not cover shipping cost of parts. The warranty does not cover labor charges incurred and/or damage sustained in installation, repair or replacement, or incidental or consequential damages.” The Product Registration warranty goes on to state, “This warranty is exclusively in lieu of all other warranties, including any implied warranties of merchantability or fitness for a particular purpose.” Lastly, when [redacted] called in, he was rude and combative. Our receptionist as well as one of our technicians did their best to cope with [redacted]s behavior but, short of giving our products to him completely free of charge, there was no reasoning with him. Our processing and handling fees are standard for all of our customers who are outside of their first year of warranty. The problem you are experiencing with your faucet can be fixed with a replacement part. This can be provided to you, under the warranty and free of charge, with a $20 processing and handling fee.You may find a full copy of our warranty on our website here: http://www.allorausa.com/warranty-information/You may also find a copy of our Product Registration form here: http://www.allorausa.com/product-registration/

Good afternoon,
We are always working hard to improve our quality
and parts. As we were trying to offer Mr. Steinhoff the upgraded design, we
were not able to speak to him due to the verbal abuse all the employees at the
company were getting from him. Sad to say, it was more than “ go to hell”…
Once again, the warranty DOES NOT cover plumbing
or shipping costs. Since all of the communication has been done via phone,
there is “no proof” of Allora USA offering for the faucet to be sent back for
fixing; we are again extending that offer which is still valid.
We apologize if the upgraded part was not to your
liking as far as the design however it is a solution to the problem. Again, as
it states under our warranty “From time to time we will
change design specifications and materials as conditions require and
improvements are developed. We have no obligation to incorporate such changes
in products we previously manufactured. Allora
USA may elect to repair or replace any defective Allora USA product covered by
our warranty. Allora USA is not held responsible for the shipping costs of
items that need to be repaired.”
There is no plumber needed to replace the part. We
have created these videos in an attempt to make it easier for the homeowner.
The “how-to” video is home-owner/user friendly in the aspect that explains step
by step how to replace the part. It is HIGHLY not recommended for individuals’ with
physical limits to try to attempt replacing parts.
We aew sorry that your experience with Allora
USA was anything less than great.  We stand behind our products and follow through with our warranty as stated. For our part, we harbor no ill
feelings.Allora USACustomer Service