Appliance Builders Wholesalers

From: Ryan S***
arial, sans-serif;">Date: Mon, Jun 8, at 9:AMSubject: Re: *** *** Complaint (***)To: *** ***
Good morning ***, in regards to this issue, upper management has gotten involved to work towards a satisfactory resolution. *** *** was contacted on Friday by our sales manager in regards to the issue at hand, and we belive we have found a satisfactory resolution of re doing a trim piece that should correct all issuesPlease let me know if you have any questions.
Thank YouRyan

Good morning. In reference to [redacted] 's claims we did not deliver refurbished or defective appliancesOn
13px border-bottom-">3/we delivered and installed the Range which [redacted] order and installed itUpon installation we noted that the oven did not turn on and in response, under the manufactures warranty, we sent our service technicians out to assess the situation on 3/On 3/the technician noted that the there was a loose wire in the unit which which prevented the oven from functioning correctly, once the wire was re secured the unit was functioning as specified by the manufacture [redacted] was not charged for the service, as it was covered by the manufactures warranty on the unitOn 3/we also attempted to deliver the microwave [redacted] ordered, however upon inspection of the unit, it was noted that there was concealed damage and the unit was refused and brought back to our warehosueOn 3/We went back out to re deliver and install a new OTR for [redacted] Attached is our delivery paperwork from both trips, one for the range, and one for the microwave, as well as a copy of the service order from where we went out and repaired the unitAs of now We have not heard back from [redacted] on any issues with her range or the OTRIn my conversation with you you mentioned about the range having a dented side panel, how ever I do not see any notation on the delivery ticket of that nor Have I had any comunication from [redacted] on that eitherAgain I would like to reiterate that [redacted] was delivered brand new appliances, and she was not charged for the service call to re attach the loose wire on the rangeIf you need any further information please feel free to contact meIf [redacted] would like the side panel on the range replaced, we would be more then happy to take care of that as it would be covered under the warranty of the product.Thank You
-- [redacted] SENIOR VICE PRESIDENT OF OPERATIONS
APPLIANCE BUILDERS WHOLESALERS
8951-B Brookville Road
SILVER SPRING, MD 20910
Phone: ###-###-####
Direct: ###-###-####
Cell: ###-###-####
Fax: ###-###-####
[redacted]

Good afternoon *** in regards to this situation, *** *** is correct in the fact that we were not able to deliver a brand new range due to the fact that, the distribution of the product had changed and we
no longer had access to the productAs soon as we had this information we communicated to him, and offered the alternative of the Floor model we had in our show room, which was a non live unit, meaning that the unit had never been turned on, just un boxedAs *** *** states we told him we would give him a credit back on the unit since he was getting a floor model instead, the total of the credit is which is the differnce in price between what he was originally quoted and the display range which we delivered to himThe range was delivered on 4/and at the time nothing was noted in regards to any defects with the product. We did not hear that there was an issue until the 21st, where it was reported one of the burners was not working, in which we responded that our service department could go out and repair the unit at no charge under the warranty of the productIt was at this time that *** *** refused the service as well as refusing to give us his credit card number , because we do not keep that information on file, so that we could process the refund and as *** *** states he refused to give usHowever as of today I did speak with *** *** and he has agreed to go out and take a look at the unit to repair it as well as he gave me his credit card number to process the refundHis refund has been processed and he is set for service of 6/PLease let me know if you have any further questions
Thank You
***
-- *** ***
SENIOR VICE PRESIDENT OF OPERATIONS
APPLIANCE BUILDERS WHOLESALERS
8951-B Brookville Road
SILVER SPRING, MD 20910
Phone: ###-###-####
Direct: ###-###-####
Cell: ###-###-####
Fax: ###-###-####***

Good morning, we have reached out to our client and have found a resolution to the issue. He has agreed to keep the appliances, and we will take the wrong handles back. He also wanted for use to register his appliances for his rebate, as well a written apology form our sales associate. All will be...

taken care of and overseen by a senior sales manager. Please let me know if there are any other questions.ThanksRyan

My experience with ABW was nothing short of tremendous. Yes, they have a great selection of appliances and very competitive prices. But that doesn't come close to measuring up to their customer service. We found that the staff at ABW, and S[redacted] in particular, really go out of the their way to show the customer how much ABW values them. They stick by their word and simply do the right thing, even when they could likely get away doing less. My only complaint is that they are so darned far away from us! Great job ABW.. we need more retail establishments that remember to love their customers. Thanks so much!

Review: I purchased a [redacted] exhaust hood in Oct 2012 and it was installed in Dec 2012 and has never worked due to a missing part. I have had 5 visits from the service department to fix the hood and each time they have come without the part. Each time they leave they claim the part will be ordered. I called today and was told the part was ordered 23 April but on back order. I even called [redacted] about my issues and they were told by ABW that the part was in and they would arrange the install. I am concerned that my 1 year warranty on the hood will come and go without ever having used the hood. I feel I have been very patient with the process but am no longer willing to wait. Maybe a replacement hood is in order.Desired Settlement: ABW install a new hood with working parts

Business

Response:

From: [redacted] <[redacted]>

Date: Thu, Jun 6, 2013 at 2:14 PM

Subject: Case ID# [redacted]

To: [redacted]

Good afternoon. We have resolved the service issues associated with the viking hood for this complaint. We were out on 3/20/13, 4/22/13, and 5/9/13 to install parts on the hood and repair. The hood was left operational as per the manufactures specifications on 5/9. We did damage the duct cover on one of our visits but replaced the cosmetic part on 6/5. At this point in time the hood, to our knowledge, is functional and has all it cosmetic parts in good condition. Please let me know if any additional information is required.

Thanks

--

VICE PRESIDENT OF OPERATIONS

APPLIANCE BUILDERS WHOLESALERS

8951-B Brookville Road

SILVER SPRING, MD 20910

Phone: [redacted]

Direct: [redacted]

Cell: [redacted]

Fax: [redacted]

Consumer

Response:

[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.]

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,

My experience with ABW was nothing short of tremendous. Yes, they have a great selection of appliances and very competitive prices. But that doesn't come close to measuring up to their customer service. We found that the staff at ABW, and S[redacted] in particular, really go out of the their way to show the customer how much ABW values them. They stick by their word and simply do the right thing, even when they could likely get away doing less. My only complaint is that they are so darned far away from us! Great job ABW.. we need more retail establishments that remember to love their customers. Thanks so much!

Review: A few months before making a delivery I purchased several pieces of appliance from ABW. The subject product is a range. We set a delivery date but they failed. They set a new delivery date and when I did not receive a heads-up call from their Production Department, I called. They told me that they could not deliver because their supplier was unable. When I asked for the reason, they replied that the supplier was changing business or something to that effect. I was toward the end of remodeling our kitchen and I needed the range in so the counter-top contractor could install the counter-top. We were toward 80% of completing our remodeling project. They had a showroom unit at their in their [redacted], MD, facility and so I asked if I could have that unit delivered. Their "Production" facility employee ([redacted]) asked me if she could call me back. A short while later a gentleman called and stated that they could deliver the showroom model at a discounted price. A new unit price tag is approximately $2,100. They decided to reduce the price by $500 because it was not a new unit. When they delivered the unit, it came with no original box from the manufacturer. The range has five burners; three small in the rear and two large in the front. Once the unit was installed, I noticed that the center burner in the rear was not heating up. They failed to check the unit for optimum performance. On April 21, 2014, I contacted my sales representative, [redacted], and discussed the issue over the phone. He asked me to give a few minutes so he could talk to some people. A short while later he called back and informed me that they will not take back any unit that is delivered and he asked me to call [redacted], VP of Sales. I discussed the same with [redacted] and he stated that that is their policy. I told him that the unit is not new and it is not functioning properly and also it takes more than usual to heat even water to a boiling point. He stated that "it seems that your main issue with heating." I replied "no, my main issue is with the fact you delivered a unit that was not examined for proper performance. He then stated that that is why they have service contracts. Ever since they delivered the unit, they have not refunded the $500 price reduction and I told him that I will not take the money at this time. Immediately following our communication I sent a text message to his cell number so there is a record of our communication.Desired Settlement: For another brand or if that is not possible, a full refund.

Business

Response:

Good afternoon [redacted] in regards to this situation, [redacted] is correct in the fact that we were not able to deliver a brand new range due to the fact that, the distribution of the product had changed and we no longer had access to the product. As soon as we had this information we communicated to him, and offered the alternative of the Floor model we had in our show room, which was a non live unit, meaning that the unit had never been turned on, just un boxed. As [redacted] states we told him we would give him a credit back on the unit since he was getting a floor model instead, the total of the credit is 671.83 which is the differnce in price between what he was originally quoted and the display range which we delivered to him. The range was delivered on 4/16 and at the time nothing was noted in regards to any defects with the product. We did not hear that there was an issue until the 21st, where it was reported one of the 5 burners was not working, in which we responded that our service department could go out and repair the unit at no charge under the warranty of the product. It was at this time that [redacted] refused the service as well as refusing to give us his credit card number , because we do not keep that information on file, so that we could process the refund and as [redacted] states he refused to give us. However as of today I did speak with [redacted] and he has agreed to go out and take a look at the unit to repair it as well as he gave me his credit card number to process the refund. His refund has been processed and he is set for service of 6/25. PLease let me know if you have any further questions.

Thank You

Review: We ordered a new 30" ranger and a new over the ranger microwave with the installation service from ABW. When they delivered the products, the outer shell and the plates of the microwave oven are broken fresh out of the box, totally not usable. The oven came out with dent on the side, which they claimed to be just a cosmetic problem. After they installed the oven, it does not even heat up. We requested both products to be exchanged, but was refused. They only promised to order the replacement parts and try to fix them. We thought we paid for new products, but all we can get is refurbished and defective appliance.

After many phone calls, the company refused to give us anything free of defects.Desired Settlement: If exchange is not possible, we would like our money back plus all the lost on taking the time off work repeatedly.

Business

Response:

Good morning. In reference to [redacted]. [redacted]'s claims we did not deliver refurbished or defective appliances. On 3/4 we delivered and installed the Range which [redacted]. [redacted] order and installed it. Upon installation we noted that the oven did not turn on and in response, under the manufactures warranty, we sent our service technicians out to assess the situation on 3/6. On 3/6 the technician noted that the there was a loose wire in the unit which which prevented the oven from functioning correctly, once the wire was re secured the unit was functioning as specified by the manufacture. [redacted] was not charged for the service, as it was covered by the manufactures warranty on the unit. On 3/4 we also attempted to deliver the microwave [redacted]. [redacted] ordered, however upon inspection of the unit, it was noted that there was concealed damage and the unit was refused and brought back to our warehosue. On 3/15 We went back out to re deliver and install a new OTR for [redacted]. [redacted]. Attached is our delivery paperwork from both trips, one for the range, and one for the microwave, as well as a copy of the service order from where we went out and repaired the unit. As of now We have not heard back from [redacted] on any issues with her range or the OTR. In my conversation with you you mentioned about the range having a dented side panel, how ever I do not see any notation on the delivery ticket of that nor Have I had any comunication from [redacted] on that either. Again I would like to reiterate that [redacted]. [redacted] was delivered brand new appliances, and she was not charged for the service call to re attach the loose wire on the range. If you need any further information please feel free to contact me. If [redacted]. [redacted] would like the side panel on the range replaced, we would be more then happy to take care of that as it would be covered under the warranty of the product.

Thank You