Initial Business Response /* (***0, 5, 2017/02/08) */
***
*** takes pride in the level of service that we provide all our customers
Unfortunately, in this instance we feel that
*** complaint is unfair and unfounded
*** purchased a *** gas range from *** on November 30th, and it was delivered on Dec 6th to her residence in *** (invoice ***)That week *** contacted her sales person (***) to ensure that the conversion kit was included prior to having the stove installedWhich indicates that she was aware that gas stoves in *** require conversion from natural gas to propaneWe validated with our *** representative that all models come with the needed conversion kit and told *** as such (Our *** representative - *** can corroborate)
*** feels very strongly that this is an issue between *** and the company that installed her stove*** does not provide the conversion or install servicesIn discussing the issue with ***, she informed us that she did not enquire with either her propane company or installer how much it would cost to convert her home from an electric stove to propane (as she did not have propane at her residence)
Had *** gotten a quote for services and found that they were too high, we would have happily taken the unused stove backUnfortunately, we do not have control over what happened between *** and other 3rd parties or if she feels what they charged for their services was too high
As we generally do not like to say to no to our customers, we did send *** $*** out of good will to help offset the costs but are not prepared to pay any more towards the install
The last time we spoke, I did advise *** that all appliances are covered under their manufactures warranty for the first year and provided her with the appropriate number to call for service
I would happily discuss in person, should anyone like to discuss further and can be reached at ***
Initial Consumer Rebuttal /* (3000, 7, 2017/02/10) */
the store contacted *** the make of the stove and said that a credit will be mailed out to me in business days as they are not going to repair the stove as two burners are not working, and I am to return the stove to ***
Initial Business Response /* (***0, 5, 2017/02/08) */
***
*** takes pride in the level of service that we provide all our customers
Unfortunately, in this instance we feel that
*** complaint is unfair and unfounded
*** purchased a *** gas range from *** on November 30th, and it was delivered on Dec 6th to her residence in *** (invoice ***)That week *** contacted her sales person (***) to ensure that the conversion kit was included prior to having the stove installedWhich indicates that she was aware that gas stoves in *** require conversion from natural gas to propaneWe validated with our *** representative that all models come with the needed conversion kit and told *** as such (Our *** representative - *** can corroborate)
*** feels very strongly that this is an issue between *** and the company that installed her stove*** does not provide the conversion or install servicesIn discussing the issue with ***, she informed us that she did not enquire with either her propane company or installer how much it would cost to convert her home from an electric stove to propane (as she did not have propane at her residence)
Had *** gotten a quote for services and found that they were too high, we would have happily taken the unused stove backUnfortunately, we do not have control over what happened between *** and other 3rd parties or if she feels what they charged for their services was too high
As we generally do not like to say to no to our customers, we did send *** $*** out of good will to help offset the costs but are not prepared to pay any more towards the install
The last time we spoke, I did advise *** that all appliances are covered under their manufactures warranty for the first year and provided her with the appropriate number to call for service
I would happily discuss in person, should anyone like to discuss further and can be reached at ***
Initial Consumer Rebuttal /* (3000, 7, 2017/02/10) */
the store contacted *** the make of the stove and said that a credit will be mailed out to me in business days as they are not going to repair the stove as two burners are not working, and I am to return the stove to ***