Appliance Distributors Unlimited

This customer ( [redacted] ) purchased a [redacted] range that was in our inventory, this range was ordered for another person which was never delivered The range was sitting in our warehouse for almost one year, new in the box Upon delivery, [redacted] noticed the drawer was damaged We offered to get her a new drawer or a new range from [redacted] 's inventory at the same price as the older ran [redacted] that was sitting in our warehouseWe did sell this to her at a large discount because it was in our inventoryNone of these offers were good enough for her After she questioned the integrity of our company more than once, I made the decision to refund all of her money for all of her appliances including the refrigerator, dishwasher and range She again questioned our integrity I did not feel that ADU could ever satisfy this customer and it would be better to refund her the monies for all of her appliances so she could try to be satisfied elsewhere It is not uncommon for an appliance to be damaged; this could have occurred at the factory, the tractor trailer from the manufacturer, our warehouse or even on the delivery truckThere was only two options; to replace the unit or the drawer and she refused both [redacted] wanted to be compensated for an additional 20%, plus have ADU install the new unit which she never had contracted for installation in the beginning I felt this was unreasonable and told her I would refund her monies She called back to inform me that we have a "F" rating with your company Upon looking into our "F" rating, I noticed you have the wrong address for our Takoma Park store at [redacted] ***; the correct address is [redacted] and that location has a A+ rating It is our goal ot have satisfied customers, but we realized that we will not be able to please everyone and [redacted] is one of those people I hope this anwers all of your questions about this case If you need more information, please do not hesitate to call me Patrick M [redacted] Vice President ###-###-####

I received your letter regarding [redacted] and her frustration with her [redacted] dishwasherI have contacted [redacted] and confirmed that they have been in contact with [redacted] and are scheduled to return to her home on 12/1/to pick up the dishwasher and refund her purchaseI apologize for the delay in getting her resolution, but she purchased the unit from ***, not ADU, and consequently paid them for the unitAs a result the final decision had to be made by them and I believe they are on their way to resolving the issue to her satisfaction.Chris B [redacted]

[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:
Regards,
*** ***

MrM*** is not being totally truthfully in his response. First off the drawer being replaced would not have
solved the problem because the stove was pushed in at both of the lower
sides. Also, the reason I found
out that the stove was in their inventory for a year was because I called
**. After telling a customer
service representative my story he was curious how old the stove was and asked
for the serial number. I was
then informed the stove was a year old and that they also felt that ADU was not
being very service friendly by not offering us anything for ADU mistake. All ADU ever offered was to order us a
new stove at the same price. Never
to compensate us for having to install and uninstall the faulty stove in the
first place and then to install the new one after it was ordered and
delivered. MrM*** is
also being misleading in saying that I requested 20% off and for it to be installed free. That is not true, when I first called in and said the
stove was damaged, I said I would keep the stove if we got a 20% discount. After checking with the manager they
said that they would rather just order us a new stove, which after closer inspection
we saw the lowers sides were pushed in and agreed that the stove was not worth
keeping. It was at this
point that I asked if they could install the new stove when it was delivered. We were to move the next weekend
into the home where the appliances were delivered and by installing the new
stove it would help to compensate us for being inconveniencedMrM*** would not hear of making his company’s error
right. He thought that he was
doing me a wonderful favor by just ordering me a new stove, which was what I was
promised in the first place. He
said he never heard of a company compensating a customer for a mistake. I still think what bothered Mr
M*** the most was that I called ** and found out how old the stove was and
that they agreed with me, in that new was new and I was not being compensated
for not having a stove on time or the inconvenience of installing it multiple
times. MrM*** is trying
to make me out to be unable to please but he never once offered me any thing more
than what I paid for in the first place a new stove and my husband and I
were the ones being put out I have since received my new appliances from a different store and the over all price for all three appliances was better then what ADU offered me I might have gotten a $discount on the stove but ADU would have more then made up for it with the sale of the other items In fact I am so glad it did not work out with ADU because even if the stove would not have been damaged there were items missing with the packaging that was included with the identical stove I purchased from the other store The corner trim package was not included with the stove ADU delivered I am not sure why, if ** added this to later stoves or if the stove from ADU was previously out of the box?

I received your letter regarding [redacted] and her frustration with her [redacted] dishwasher. I have contacted [redacted] and confirmed that they have been in contact with [redacted] and are scheduled to return to her home on 12/1/17 to pick up the dishwasher and refund her purchase. I apologize...

for the delay in getting her resolution, but she purchased the unit from [redacted], not ADU, and consequently paid them for the unit. As a result the final decision had to be made by them and I believe they are on their way to resolving the issue to her satisfaction.Chris B[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]From: Revdex.com of Metro Washington DC<[email protected]>Date: Thu, Dec 7, 2017 at 9:55 AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted] <[redacted]@myRevdex.com.org>Sincerely,Revdex.com Customer Service Team---------- Forwarded message ----------From: [redacted] <[redacted].com>Date: Thu, Dec 7, 2017 at 7:17 AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: Revdex.com <[email protected]>Good morning,Thank your team for the assistance on resolving the below issue.  [redacted] refunded the purchase price of the dishwasher.I wanted to bring to your attention that I purchased the dishwasher from ADU and made a credit card payment to ADU.  Their disinterest in standing behind the defective product that they sold me (after all, I never interfaced with [redacted] for the purchase), is disheartening.Once again, thank you and your team for resolving my issue, since neither ADU nor [redacted] were responsive till your team contacted them.Regards,[redacted]

This customer ([redacted]) purchased a ** range that was in our inventory, this range was ordered for another person which was never delivered.  The range was sitting in our warehouse for almost one year, new in the box.  Upon delivery, [redacted] noticed the drawer was...

damaged.
We offered to get her a new drawer or a new range from [redacted]'s inventory at the same price as the older ran** that was sitting in our warehouse. We did sell this to her at a large discount because it was in our inventory. None of these offers were good enough for her.
After she questioned the integrity of our company more than once, I made the decision to refund all of her money for all of her appliances including the refrigerator, dishwasher and range.  She again questioned our integrity.
I did not feel that ADU could ever satisfy this customer and it would be better to refund her the monies for all of her appliances so she could try to be satisfied elsewhere.
It is not uncommon for an appliance to be damaged; this could have occurred at the factory, the tractor trailer from the manufacturer, our warehouse or even on the delivery truck. There was only two options; to replace the unit or the drawer and she refused both.
[redacted] wanted to be compensated for an additional 20%, plus have ADU install the new unit which she never had contracted for installation in the beginning.  I felt this was unreasonable and told her I would refund her monies.
She called back to inform me that we have a "F" rating with your company.  Upon looking into our "F" rating, I noticed you have the wrong address for our Takoma Park store at [redacted]; the correct address is [redacted] and that location has a A+ rating.
It is our goal ot have satisfied customers, but we realized that we will not be able to please everyone and [redacted] is one of those people.
I hope this anwers all of your questions about this case.  If you need more information, please do not hesitate to call me.
 
Patrick M[redacted]
Vice President
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