Initial Business Response / [redacted] (1000, 5, 2015/05/28) */ I want to begin by apologizing for not meeting the expectations of [redacted] Upon hearing of the issue on Wednesday early evening we began to attempt to correct the issueAfter failing to get someone to her house on Thursday or Friday one of my sales associattes drove to the customers home and switched out the hose for the customerAt that time I spoke with [redacted] and she seemed content with everythingI attempted to contact the customer today as I had not been previously made aware of the issue with the flooringI would like to discuss this matter with the customer and come to a resolution that will work for herWe value all of our customers and will make this right
Initial Business Response / [redacted] (1000, 7, 2015/07/22) */ July 22, Denver/Boulder Revdex.com Cherokee Street Denver, CO XXXXX RE: [redacted] Case# XXXXXXXX Ms [redacted] , Thank you for forwarding the letter to us from Ms [redacted] ***The letter stated was quoted and re-quoted a price, work was not performed I have investigated the issues and reviewed the serviceMs [redacted] called in and requested service for her Frigidaire washer on 05/27/15, stating the unit was "not draining." The tech arrived on 05/28/and diagnosed an error code E-52, drum won't spinDiagnosed debris between inner and outer tubsQuoted $to remove debris, once diagnosis was completed informed consumer that inner tub could not be removed from pulley and estimate for the repair would increase to $800.00, additional cost was related to additional parts and laborRear pulley is seizedConsumer assessed a trip and diagnosis charge of $ Second technician was dispatched on 05/29/15, agreed with first technician debris between tubsTubs would need to be removed and separated to remove debrisQuoted $to remove tubInformed consumer we could not take unit apart and leave apart for liability reasonsConsumer declined repairMs [redacted] declined the repair quoted by the second technician, we informed her we would provide her a refund for the trip and diagnosis Consumer was provided a refund in the amount of $55.00, trip and diagnosis was provided at no cost to consumerWe have provided a valid diagnosis, the unit was assembled prior to technician(s) departingAt this time we considered this to be a closed issue I apologize for any inconvenience this has caused Ms [redacted] ***Brand Source Services continues to refine and update it's policies and procedures to provide the customer with above satisfactory service Sincerely, [redacted] Brand Source Services
Initial Business Response / [redacted] (1000, 8, 2015/07/23) */ I have called the client today on July 23rd and left message regarding the refundI asked that [redacted] call me directly to get resolution on this ticketI have contacted our accounting department to check that the refund we completed in our system and was return to the credit card on the ticket Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/07/25) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Final Consumer Response / [redacted] (2000, 6, 2015/06/30) */ After unsuccessfully being able to speak to a manager I sent an email to the companies' legal counsel, and received a return call from the district managerHe informed me that they would accept the return, and subtracted a 25% restocking fee ~$
Initial Business Response / [redacted] (1000, 6, 2015/05/21) */ When [redacted] purchased the unit we gave her the measurements of the unit to make sure it would fitOnce we found out the unit would not fit we gave the client the option to pick out another unit which she did with my sales repThe thing was the timing her item was out of stock at my warehouse so I gave two options of let us deliver when it was back in stock at our location or she could do pick up at Vendor to expedite the time frameShe chose to pick up so I gave concessions for the time and travelI will follow up with the client
Initial Business Response / [redacted] (1000, 6, 2015/05/06) */ Mr [redacted] 's daughter called on his behalf regarding a very size restricted refrigerator to replace his recently broken unitThe order was created for a hotpoint refrigerator and an additional ice maker kit to be installedMr [redacted] was to call in after the call with his daughter to give his credit card for the unitWhen he called, Mr [redacted] spoke with another salesperson and made no mention of his daughter or the unit or the order and ordered another entirely different Frigidaire unitAt the time of delivery, Mr [redacted] called the store to say that the drivers were trying to deliver the wrong unitI explained that the unit was the one his daughter ordered and he said he didn't want that one, he wanted the one he called aboutI immediately advised Mr [redacted] to refuse the unit and that I would do everything I can to get the other unit to himMr [redacted] explained that he had nothing right now and he needed refrigeration and was not willing to wait so he wanted this one to use until the other one arrivedI explained that we could not loan him a new unit to use since we would not be able to return it and sell it again as a new since it will have been usedI explained that he had two options: refuse the unit immediately and we would deliver a different one to him Sign for and accept the unit and then he would accept ownership of itI did not hear back after that call and according to the delivery receipt Mr [redacted] signed for and accepted the hotpoint unit that day Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/05/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Mr [redacted] is years old, but still independentWanting to help, his daughter called on his behalf TO GATHER INFORMATION ONLY, which she told [redacted] at AF she was doing and would relay the info back to her father and HE would make up his mind and place his own orderOn APRIL 13, Mr [redacted] talked to ***, salesman at AF, and ordered and paid for with his credit card (charge slip attached) the refrigerator he wanted, to include NEXT DAY delivery and ice makerHe was issued an invoice, dated APRIL (the day AFTER the charge went through), for the unit he ordered; copy previously submittedHe called immediately when the wrong unit was delivered, A DAY LATESince he had a significant amount of food out of his old refrigerator since the ORIGINAL SCHEDULED DELIVERY DATE, April 14, he could not refuse the wrong unit as he needed refrigeration for this food, but told them the wrong unit was delivered and he didn't want it, and refused to have the ice maker installed since it would be returnedThe delivery people, who heard the call, indicated they would do what they could to make the situation right the next day (never happened)After emails and bad online reviews, [redacted] from AF, called on April 29, and said "they have agreed to issue you a credit" and he would arrange for the wrong item to be picked upThey came to pick up the wrong item which had been moved April 17th to Mr [redacted] 's garage after he purchased the refrigerator he wanted from another vendor, but at that point, he was leery of their honesty, and wanted his credit or refund before letting them have the refrigeratorThey left and the refrigerator remains in his garageThe rest of the issue was explained in the original complaint Final Business Response / [redacted] (4000, 11, 2015/05/14) */ Mr [redacted] called at the time of delivery of the unit selected by his daughter and was given two clear and concise optionsIf he wanted a different unit, he must refuse the unit being delivered and an alternate would be sentIf he accepted, signed for and used the refrigerator delivered, it would not be able to be returned as the unit would no longer be new and could not be resold as suchMr [redacted] made the decision to sign for, keep and use the unitAt this point it is not a returnable item since it has been used
Initial Business Response /* (1000, 5, 2015/05/22) */
I can fully understand *** *** frustration in dealing with an appliance that has given her problemsThis was however purchased from another businessThe refrigerator was purchase from *** *** *** which is in the same
building as us but is a seperate companyI have asked the manager from that company to call *** ***If I can be of any further assistance please let me know as I would like to help in resolving this situation
Thanks,
*** ***
Tell us why here...Appliance Factory apologizes for not meeting *** ***'s expectations*** purchased a year full warranty on his wall oven onlyHe made the choice at time of purchase not to warranty his other year old productsHe was given year major component warranties
for free on appliancesWhile year full warranties are paid by consumers at time of purchase and cover functional parts and labor for years, major component warranties are given at manager discretion and cover select major parts onlyIn Mr ***'s induction cooktop case, a major component warranty would cover the glass cooktop from manufacturer defect for 10yrs as described on back of MCW documentWe understand how frustrating it is when a manufacturer's products do not go without issue for our consumer's expected life spanUnfortunately, this is far too commonMr*** does not have warranty coverage for his issue and while we will do everything in our power to help expedite repair or replacement, consumer is solely responsible for all costs incurredAgain, Appliance Factory sincerely apologizes and empathizes with *** ***'s issue
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12518193, and find that this resolution is satisfactory to me.
Sincerely,
Veronica [redacted]
This customer had an issue when purchasing a used appliances from A Affordable Used appliances. Unfortunately she had multiple warranty issues and exchanges. We worked together with her, to upgrade this customer to a new in box appliance to avoid any further issues. She was very...
understanding and we were able to resolve the issue as of 2/27/19. We also gave her a free 5 year major component warranty on her new appliance.
Mrs. [redacted] could have returned the unit back to us ahead of the install if it didn't fit. She can still return the unit for a full refund back on her order.
Complaint[redacted]
I am rejecting this response because: I don't believe they will do what they said. I have had their statement that I would be paid $35.00 for about a month and a half. They are now saying it takes time to write a check. That's laughable. I have written two letters to the founder, spoken with the salesman and his manager, emailed the president's hot line and written to the Revdex.com. That's all I'm doing, my time is too valuable to worry any further about $35.00. I do appreciate the Revdex.com's interference in this matter.
Sincerely,
Harold Dellinger
I have looked into your situation and found that my technician diagnosed your unit as non repairable. Unfortunately, our company is only able to repair and report. Once we report our diagnosis to the warranty they tell us how to proceed. As for your concerns regarding the options presented to you...
for replacement, you can refer to the terms and conditions on the Product Protection Plus website. [redacted]
Complaint: [redacted]
I am rejecting this response for multiple reasons.1) when I purchased the four appliances I had the option of buying them from many different stores. The Appliance Factory Outlet sales person told me he would include a 10 year major component extended warranty for "ALL" major components for "ALL" the appliances if we purchased the appliances through him. The key word is "ALL" major components. The salesperson mis-represented the warranty that was included by saying it covered "ALL" major components. The sales person didn't say it covered the glass of the cooktop only. He said "ALL" major components. The warranty in fact doesn't cover all the major components such as the fan, the right generator module, the left generator module, or the main generator module. Without a properly working main generator module the cooktop doesn't work. And, the main generator module is BY FAR the most expensive component to replace. The 10 year major components extended warranty is a scam to get customers to buy from Appliance Factory Outlet and doesn't cover all the major components as advertised by their sales people.2) When I called [redacted], the company Appliance Factory Outlet requires me to use for service, I told them I had a 10 year extended warranty on the cooktop and it needed to be repaired. They sent out a repair person and said nothing about a lack of a warranty. The repair person walked though the door and said the cooktop was NOT covered under warranty and charged us $65 for a service call. If I called for warranty work on a cooktop then why did the repair person say I was not covered and charged me a $65 service charge. They could have easily determined on the phone whether I was covered by a warranty and not sent the repairman to begin with. Or, the repair person shouldn't have said I wasn't covered if in fact I did have a warranty. Either the repair person lied about me not having a warranty to collect $65 or I didn't actually have a warranty and they sent out the repair person anyway so he could charged me $65. 3) When I talked to the sales manager at the store about what [redacted] did he did not acknowledge that I had a 10 year warranty nor did he admit that it basically doesn't cover most of the major components even if I did have one. It was only after I posted negative reviews online that Appliance Factory Outlet changed their mind and then agreed I all of sudden magically did have a warranty.Appliance Factory Outlet is using a 10 year extended warranty to help them sell appliances knowing full well the warranty covers very little and certainly not "ALL" major components yet claims the warranty covers "ALL" major components. They are also using a company, [redacted], that schedules warranty work yet they claim you aren't covered under a warranty when they walk through your door and charge you a $65 service charge for doing absolutely nothing.While Appliance Factory Outlet may be able to hide behind legal fine print they are mis-representing their warranties at sale time and they are running a dishonest business.
Sincerely,
[redacted]
We have reviewed the letter forwarded from Ms. [redacted]. Please find our responses below to her concerns and statement. Ms. [redacted] stated that no one had contacted her from our office. Our records show, representative Michelle spoke with you on 02/24/16. Michelle...
answered several of your questions related to the terms and conditions of your agreement. Ms. [redacted] was also provided information how to access the terms and conditions of her agreement through the Product Protection Plus website, productprotectionplus.net. The terms and conditions of the agreement, “Replacement Plans,” state “this Replacement Plan will replace your original product with a product of equal or similar features and functionality, though not necessarily the same brand. Replacement products may be new or rebuilt products. A replacement product may be new or refurbished.” In addition, the agreement states “does not cover trip, labor or shipping charges.” Ms. [redacted] was provided three replacement options, 2 were considered upgrades, Kitchenaid side by side models, these units were counterdepth. The 3rd option was an Electrolux side by side the same size as her current unit. She chose the counterdepth Kitchenaid unit after reviewing with her husband. The agreement does provide for food loss. Our records indicate that Ms. [redacted] was emailed the food loss claim form with instructions on how to complete on 2/26/16. As of this response we have not received the completed claim from the consumer. Once the claim is received it will be processed within the guidelines of the agreement. Ms. [redacted] has received a replacement unit. The replacement unit has a 1 year manufacturer’s initial warranty. She has up to 1 year to purchase a new extended warranty from our company. She has received the food loss claim form with instructions. Product Protection Plus has fulfilled it’s obligations per the terms and conditions of the agreement. We apologize for any confusion Ms. [redacted] may have incurred during the replacement process. We continue to identify and correct issues that are brought to our attention.
Good Afternoon [redacted], I do apologize for all the concerns and stress this has caused. I'm happy we got to discuss and resolve the is[redacted] by being able to offer an exchange on your fridge. I look forward to seeing you on Saturday and please reach out to me if you have any questions or concerns before...
then and I look forward to this complaint being removed after we get your exchange completed. Have a great week! Thank you, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/05/28) */ I want to begin by apologizing for not meeting the expectations of [redacted] Upon hearing of the issue on Wednesday early evening we began to attempt to correct the issueAfter failing to get someone to her house on Thursday or Friday one of my sales associattes drove to the customers home and switched out the hose for the customerAt that time I spoke with [redacted] and she seemed content with everythingI attempted to contact the customer today as I had not been previously made aware of the issue with the flooringI would like to discuss this matter with the customer and come to a resolution that will work for herWe value all of our customers and will make this right
Initial Business Response / [redacted] (1000, 7, 2015/07/22) */ July 22, Denver/Boulder Revdex.com Cherokee Street Denver, CO XXXXX RE: [redacted] Case# XXXXXXXX Ms [redacted] , Thank you for forwarding the letter to us from Ms [redacted] ***The letter stated was quoted and re-quoted a price, work was not performed I have investigated the issues and reviewed the serviceMs [redacted] called in and requested service for her Frigidaire washer on 05/27/15, stating the unit was "not draining." The tech arrived on 05/28/and diagnosed an error code E-52, drum won't spinDiagnosed debris between inner and outer tubsQuoted $to remove debris, once diagnosis was completed informed consumer that inner tub could not be removed from pulley and estimate for the repair would increase to $800.00, additional cost was related to additional parts and laborRear pulley is seizedConsumer assessed a trip and diagnosis charge of $ Second technician was dispatched on 05/29/15, agreed with first technician debris between tubsTubs would need to be removed and separated to remove debrisQuoted $to remove tubInformed consumer we could not take unit apart and leave apart for liability reasonsConsumer declined repairMs [redacted] declined the repair quoted by the second technician, we informed her we would provide her a refund for the trip and diagnosis Consumer was provided a refund in the amount of $55.00, trip and diagnosis was provided at no cost to consumerWe have provided a valid diagnosis, the unit was assembled prior to technician(s) departingAt this time we considered this to be a closed issue I apologize for any inconvenience this has caused Ms [redacted] ***Brand Source Services continues to refine and update it's policies and procedures to provide the customer with above satisfactory service Sincerely, [redacted] Brand Source Services
Initial Business Response / [redacted] (1000, 8, 2015/07/23) */ I have called the client today on July 23rd and left message regarding the refundI asked that [redacted] call me directly to get resolution on this ticketI have contacted our accounting department to check that the refund we completed in our system and was return to the credit card on the ticket Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/07/25) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Final Consumer Response / [redacted] (2000, 6, 2015/06/30) */ After unsuccessfully being able to speak to a manager I sent an email to the companies' legal counsel, and received a return call from the district managerHe informed me that they would accept the return, and subtracted a 25% restocking fee ~$
Initial Business Response / [redacted] (1000, 6, 2015/05/21) */ When [redacted] purchased the unit we gave her the measurements of the unit to make sure it would fitOnce we found out the unit would not fit we gave the client the option to pick out another unit which she did with my sales repThe thing was the timing her item was out of stock at my warehouse so I gave two options of let us deliver when it was back in stock at our location or she could do pick up at Vendor to expedite the time frameShe chose to pick up so I gave concessions for the time and travelI will follow up with the client
Initial Business Response / [redacted] (1000, 6, 2015/05/06) */ Mr [redacted] 's daughter called on his behalf regarding a very size restricted refrigerator to replace his recently broken unitThe order was created for a hotpoint refrigerator and an additional ice maker kit to be installedMr [redacted] was to call in after the call with his daughter to give his credit card for the unitWhen he called, Mr [redacted] spoke with another salesperson and made no mention of his daughter or the unit or the order and ordered another entirely different Frigidaire unitAt the time of delivery, Mr [redacted] called the store to say that the drivers were trying to deliver the wrong unitI explained that the unit was the one his daughter ordered and he said he didn't want that one, he wanted the one he called aboutI immediately advised Mr [redacted] to refuse the unit and that I would do everything I can to get the other unit to himMr [redacted] explained that he had nothing right now and he needed refrigeration and was not willing to wait so he wanted this one to use until the other one arrivedI explained that we could not loan him a new unit to use since we would not be able to return it and sell it again as a new since it will have been usedI explained that he had two options: refuse the unit immediately and we would deliver a different one to him Sign for and accept the unit and then he would accept ownership of itI did not hear back after that call and according to the delivery receipt Mr [redacted] signed for and accepted the hotpoint unit that day Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/05/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Mr [redacted] is years old, but still independentWanting to help, his daughter called on his behalf TO GATHER INFORMATION ONLY, which she told [redacted] at AF she was doing and would relay the info back to her father and HE would make up his mind and place his own orderOn APRIL 13, Mr [redacted] talked to ***, salesman at AF, and ordered and paid for with his credit card (charge slip attached) the refrigerator he wanted, to include NEXT DAY delivery and ice makerHe was issued an invoice, dated APRIL (the day AFTER the charge went through), for the unit he ordered; copy previously submittedHe called immediately when the wrong unit was delivered, A DAY LATESince he had a significant amount of food out of his old refrigerator since the ORIGINAL SCHEDULED DELIVERY DATE, April 14, he could not refuse the wrong unit as he needed refrigeration for this food, but told them the wrong unit was delivered and he didn't want it, and refused to have the ice maker installed since it would be returnedThe delivery people, who heard the call, indicated they would do what they could to make the situation right the next day (never happened)After emails and bad online reviews, [redacted] from AF, called on April 29, and said "they have agreed to issue you a credit" and he would arrange for the wrong item to be picked upThey came to pick up the wrong item which had been moved April 17th to Mr [redacted] 's garage after he purchased the refrigerator he wanted from another vendor, but at that point, he was leery of their honesty, and wanted his credit or refund before letting them have the refrigeratorThey left and the refrigerator remains in his garageThe rest of the issue was explained in the original complaint Final Business Response / [redacted] (4000, 11, 2015/05/14) */ Mr [redacted] called at the time of delivery of the unit selected by his daughter and was given two clear and concise optionsIf he wanted a different unit, he must refuse the unit being delivered and an alternate would be sentIf he accepted, signed for and used the refrigerator delivered, it would not be able to be returned as the unit would no longer be new and could not be resold as suchMr [redacted] made the decision to sign for, keep and use the unitAt this point it is not a returnable item since it has been used
Initial Business Response /* (1000, 5, 2015/05/22) */
I can fully understand *** *** frustration in dealing with an appliance that has given her problemsThis was however purchased from another businessThe refrigerator was purchase from *** *** *** which is in the same
building as us but is a seperate companyI have asked the manager from that company to call *** ***If I can be of any further assistance please let me know as I would like to help in resolving this situation
Thanks,
*** ***
Tell us why here...Appliance Factory apologizes for not meeting *** ***'s expectations*** purchased a year full warranty on his wall oven onlyHe made the choice at time of purchase not to warranty his other year old productsHe was given year major component warranties
for free on appliancesWhile year full warranties are paid by consumers at time of purchase and cover functional parts and labor for years, major component warranties are given at manager discretion and cover select major parts onlyIn Mr ***'s induction cooktop case, a major component warranty would cover the glass cooktop from manufacturer defect for 10yrs as described on back of MCW documentWe understand how frustrating it is when a manufacturer's products do not go without issue for our consumer's expected life spanUnfortunately, this is far too commonMr*** does not have warranty coverage for his issue and while we will do everything in our power to help expedite repair or replacement, consumer is solely responsible for all costs incurredAgain, Appliance Factory sincerely apologizes and empathizes with *** ***'s issue
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12518193, and find that this resolution is satisfactory to me.
Sincerely,
Veronica [redacted]
The check was mailed to the customer on Monday, May 2. He should be receiving it in a few days.
Dear Mr. [redacted] Per the conversation you had earlier with Mike V. there is a plan in place to get your issues resolved. Thank you.
This customer had an issue when purchasing a used appliances from A Affordable Used appliances. Unfortunately she had multiple warranty issues and exchanges. We worked together with her, to upgrade this customer to a new in box appliance to avoid any further issues. She was very...
understanding and we were able to resolve the issue as of 2/27/19. We also gave her a free 5 year major component warranty on her new appliance.
Mrs. [redacted] could have returned the unit back to us ahead of the install if it didn't fit. She can still return the unit for a full refund back on her order.
I have emailed [redacted] asking for more accurate information with the hopes of making progress toward a resolution.
Complaint[redacted]
I am rejecting this response because: I don't believe they will do what they said. I have had their statement that I would be paid $35.00 for about a month and a half. They are now saying it takes time to write a check. That's laughable. I have written two letters to the founder, spoken with the salesman and his manager, emailed the president's hot line and written to the Revdex.com. That's all I'm doing, my time is too valuable to worry any further about $35.00. I do appreciate the Revdex.com's interference in this matter.
Sincerely,
Harold Dellinger
We are providing a replacement product for the customer along with a protection plan. We believe that this is an amicable solution for all parties.
I have looked into your situation and found that my technician diagnosed your unit as non repairable. Unfortunately, our company is only able to repair and report. Once we report our diagnosis to the warranty they tell us how to proceed. As for your concerns regarding the options presented to you...
for replacement, you can refer to the terms and conditions on the Product Protection Plus website. [redacted]
Complaint: [redacted]
I am rejecting this response for multiple reasons.1) when I purchased the four appliances I had the option of buying them from many different stores. The Appliance Factory Outlet sales person told me he would include a 10 year major component extended warranty for "ALL" major components for "ALL" the appliances if we purchased the appliances through him. The key word is "ALL" major components. The salesperson mis-represented the warranty that was included by saying it covered "ALL" major components. The sales person didn't say it covered the glass of the cooktop only. He said "ALL" major components. The warranty in fact doesn't cover all the major components such as the fan, the right generator module, the left generator module, or the main generator module. Without a properly working main generator module the cooktop doesn't work. And, the main generator module is BY FAR the most expensive component to replace. The 10 year major components extended warranty is a scam to get customers to buy from Appliance Factory Outlet and doesn't cover all the major components as advertised by their sales people.2) When I called [redacted], the company Appliance Factory Outlet requires me to use for service, I told them I had a 10 year extended warranty on the cooktop and it needed to be repaired. They sent out a repair person and said nothing about a lack of a warranty. The repair person walked though the door and said the cooktop was NOT covered under warranty and charged us $65 for a service call. If I called for warranty work on a cooktop then why did the repair person say I was not covered and charged me a $65 service charge. They could have easily determined on the phone whether I was covered by a warranty and not sent the repairman to begin with. Or, the repair person shouldn't have said I wasn't covered if in fact I did have a warranty. Either the repair person lied about me not having a warranty to collect $65 or I didn't actually have a warranty and they sent out the repair person anyway so he could charged me $65. 3) When I talked to the sales manager at the store about what [redacted] did he did not acknowledge that I had a 10 year warranty nor did he admit that it basically doesn't cover most of the major components even if I did have one. It was only after I posted negative reviews online that Appliance Factory Outlet changed their mind and then agreed I all of sudden magically did have a warranty.Appliance Factory Outlet is using a 10 year extended warranty to help them sell appliances knowing full well the warranty covers very little and certainly not "ALL" major components yet claims the warranty covers "ALL" major components. They are also using a company, [redacted], that schedules warranty work yet they claim you aren't covered under a warranty when they walk through your door and charge you a $65 service charge for doing absolutely nothing.While Appliance Factory Outlet may be able to hide behind legal fine print they are mis-representing their warranties at sale time and they are running a dishonest business.
Sincerely,
[redacted]
We have reviewed the letter forwarded from Ms. [redacted]. Please find our responses below to her concerns and statement. Ms. [redacted] stated that no one had contacted her from our office. Our records show, representative Michelle spoke with you on 02/24/16. Michelle...
answered several of your questions related to the terms and conditions of your agreement. Ms. [redacted] was also provided information how to access the terms and conditions of her agreement through the Product Protection Plus website, productprotectionplus.net. The terms and conditions of the agreement, “Replacement Plans,” state “this Replacement Plan will replace your original product with a product of equal or similar features and functionality, though not necessarily the same brand. Replacement products may be new or rebuilt products. A replacement product may be new or refurbished.” In addition, the agreement states “does not cover trip, labor or shipping charges.” Ms. [redacted] was provided three replacement options, 2 were considered upgrades, Kitchenaid side by side models, these units were counterdepth. The 3rd option was an Electrolux side by side the same size as her current unit. She chose the counterdepth Kitchenaid unit after reviewing with her husband. The agreement does provide for food loss. Our records indicate that Ms. [redacted] was emailed the food loss claim form with instructions on how to complete on 2/26/16. As of this response we have not received the completed claim from the consumer. Once the claim is received it will be processed within the guidelines of the agreement. Ms. [redacted] has received a replacement unit. The replacement unit has a 1 year manufacturer’s initial warranty. She has up to 1 year to purchase a new extended warranty from our company. She has received the food loss claim form with instructions. Product Protection Plus has fulfilled it’s obligations per the terms and conditions of the agreement. We apologize for any confusion Ms. [redacted] may have incurred during the replacement process. We continue to identify and correct issues that are brought to our attention.
Good Afternoon [redacted], I do apologize for all the concerns and stress this has caused. I'm happy we got to discuss and resolve the is[redacted] by being able to offer an exchange on your fridge. I look forward to seeing you on Saturday and please reach out to me if you have any questions or concerns before...
then and I look forward to this complaint being removed after we get your exchange completed. Have a great week! Thank you, [redacted]