American Family Claims

Prior to us being contracted to install this dishwasher, the customer was unaware that they needed an installation service. We were asked to accommodate this customer early, in which we agreed and scheduled them in.When the installer arrived, the dishwasher had already been disconnected and removed by the customer and there was no old appliance to be hauled away. The customer should not have disconnected the old appliances themselves because they are not licensed to do so for safety reasons. The installer then completed the installation of the dishwasher as scheduled in our work order. After completed, the customer flicked on the switch to the garbage disposal and informed the installer that he should have hooked up the garbage disposal. The installer told the customer that he was only there to hook up a dishwasher and was never informed prior to installation that the garbage disposal needed to be hooked up. The installer informed the customer that there would be an additional charge of $95 to hookup the garbage disposal because the dishwasher would need to be disconnected because the power cord to the garbage disposal that the customer had disconnected was behind the dishwasher that had just been installed. This would require the dishwasher to be re installed. Also, the garbage disposal power cords were hooked up illegally in the same junction box as the dishwasher and we cannot hookup the old garbage disposal illegally. As a result, extra work would have been needed and the customer was informed that there would be an extra charge. The customer refused to pay for additional work.As for the access panel being damaged, we were unaware that this had ever occurred nor was the affiliated service provider who manages these orders ever informed of this issue. As the dishwasher was home delivered, it is possible that the damage could have been pre existing, although we did not notice any damage during installation. Such damage is covered by their replacement policy and if the customers called the store, they would simply send someone to install a new access panel.We greatly apologize to the customers for their dissatisfaction with our installation service. We always try to achieve customer satisfaction but sometimes things are out of our control. As a result, misunderstandings are bound to happen. We were informed by our service partners that the customer was going to be offered a free brand new garbage disposal and installation to compensate them for their unfortunate experience and unless we are mistaken, we believe this garbage disposal installation has already been completed.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
 
Regards,
[redacted] [redacted]

Prior to us being contracted to install this dishwasher, the customer was unaware that they needed an installation service. We were asked to accommodate this customer early, in which we agreed and scheduled them in.When the installer arrived, the dishwasher had already been disconnected and removed by the customer and there was no old appliance to be hauled away. The customer should not have disconnected the old appliances themselves because they are not licensed to do so for safety reasons. The installer then completed the installation of the dishwasher as scheduled in our work order. After completed, the customer flicked on the switch to the garbage disposal and informed the installer that he should have hooked up the garbage disposal. The installer told the customer that he was only there to hook up a dishwasher and was never informed prior to installation that the garbage disposal needed to be hooked up. The installer informed the customer that there would be an additional charge of $95 to hookup the garbage disposal because the dishwasher would need to be disconnected because the power cord to the garbage disposal that the customer had disconnected was behind the dishwasher that had just been installed. This would require the dishwasher to be re installed. Also, the garbage disposal power cords were hooked up illegally in the same junction box as the dishwasher and we cannot hookup the old garbage disposal illegally. As a result, extra work would have been needed and the customer was informed that there would be an extra charge. The customer refused to pay for additional work.As for the access panel being damaged, we were unaware that this had ever occurred nor was the affiliated service provider who manages these orders ever informed of this issue. As the dishwasher was home delivered, it is possible that the damage could have been pre existing, although we did not notice any damage during installation. Such damage is covered by their  replacement policy and if the customers called the store, they would simply send someone to install a new access panel.We greatly apologize to the customers for their dissatisfaction with our installation service. We always try to achieve customer satisfaction but sometimes things are out of our control. As a result, misunderstandings are bound to happen. We were informed by our service partners that the customer was going to be offered a free brand new garbage disposal and installation to compensate them for their unfortunate experience and unless we are mistaken, we believe this garbage disposal installation has already been completed.

Customer called back after installer left and proceeded to scream on the phone at me because installers did not reconnect a garbage disposal. When installers arrived customer had already taken out the old dw. Installers installed new dw and customer at that point told him you need to reconnect the...

disposal. Installer advised that we can not re-install an old appliance and also th junction box to the disposal is under the dw. Customer is very rude on phone and is demanding we come back. I called the store and spoke to [redacted] and advised him of the situation and he agrees that unless customer wants to purchase a new disposal we can not touch the old one. [redacted] also said customer has been out of control with them at the store yesterday.Regards,[redacted]Office ManagerLoewen Plumbing & Heating, Inc.[redacted]
[redacted]Phone:  [redacted]   Fax:  [redacted]