We believe the customer is always right. However, in this case [redacted] tested our patients. The major problem was his voice mail was always full and if it wasn’t he never responded. Honestly we could rarely get in touch with him. Perfect example was after his last visit here…….explanation to...
follow. First some backround. We sell used and new scratch and dent appliances. We have a 30 day warranty meaning we will fix it or replace it at no cost. The next 60 days we will send out a technician for $69 labor and if we need parts and we have them at the warehouse they are free. If we need to order them we do it at our cost which is about 40% less than the customer would pay. We provide delivery with a professional appliance delivery service ($95) anywhere in the valley should the customer want it. It includes up to 4 pieces, installation, hook up and haul-away if they have any items to remove. Some, not many, choose to pick it up themselves with the requirement that if something goes wrong in the first 30 days they need to bring it back to the store for repair or replacement. The balance of the warranty (60 days) is the same. When [redacted] bought the refrigerator he picked it up to avoid delivery cost and was aware of the service or replacement policy. His reference to paying an extra $50 to have the refrigerator picked up was because we did not deliver it. We also agreed to the $50 charge instead of the normal $95 delivery fee because of the $300 he said he lost in food. When we went to pick up the refrigerator he would not let us go through the house with our dolly so we had to go around the back which made it almost impossible because the ground was all stone and gravel. This upset him because we did not have the right dolly to go through stones and he made it very difficult for the delivery person. From then on he was difficult to please and work with.We fixed the refrigerator we picked up and it worked for about 4 months and he began having issues again. Given that he had problems before we didn’t charge him anything to look at it again even though it was out of warranty. It did take longer than usual because we had trouble finding the problem and one of our tech’s injured himself and was out for about 3 weeks. In the end, because we couldn’t repair the refrigerator soon enough for him, we offered to replace it with anything comparable. At this point he was so frustrated he declined. That’s when he came to the store and demanded we give him his money back.I was here when Diego (store manager) tried to accommodate [redacted] and come to some resolution. Honestly we offered to do anything we could, new refrigerator and free delivery, but store policy is that there are no refunds. That is when he left very angry with choice words and said you’ll here from me. Immediately after he left Diego and I discussed the issue and against store policy decided we would refund his money. At that point (less than 10 mins.) Diego called him on his cell (he did not answer) and left him a message basically saying we apologized for any misunderstanding and although we don’t agree with his position he could come back to the store and we would give him his money back. We never heard from him. A week or so later he came to the store to get a copy of his receipt which he must have lost. I thought he was coming in to get his money so I said I’m glad you got Diego’s message. He had no idea what I was talking about so he obviously isn’t listening to messages and that’s why his phone messages are full. He was not interested in getting his money back or dealing with me or the store. That is the last we heard from him.I was here for the whole encounter and in this case and all other issues with customers we have never acted hostile, rude, nonprofessional, or less than compassionate to the their needs. After 5 years in the business we have never not been able to reach some kind of resolution with a customer. Not that all customers were necessarily completely happy but the situation was resolved. I invite you to come into the store and meet us so you can at least get a feel for the type of people we are and the type of store we have.Thank you for you time and understanding regarding this matter and again I apologize for the delay.Regards, Bruce H[redacted]@gmail.com
I do not accept what ADA is saying because it is all lies. First of all they were never willing to try to resolve the problem with the fridge, or give us another one like they are saying. First time the fridge was broken it was not even a week when I bought it, so it was under the warranty not like ADA states. After that they never did another repair because the technician they supposedly send never came that is why I had to go to the store because they would not answer my calls. If they would have agreed on giving me my money back why would I had to open a complain? that doesn't sound reasonable. They never called me like they say and never left a message either. However I talked to Diego today 12/28/16 and he agreed to come pick up the fridge from my house (which is just taking space) and give me half of the money I paid on January 2nd 2017. hopefully this is true so we can finish with this problem.
We believe the customer is always right. However, in this case [redacted] tested our patients. The major problem was his voice mail was always full and if it wasn’t he never responded. Honestly we could rarely get in touch with him. Perfect example was after his last visit here…….explanation to...
follow. First some backround. We sell used and new scratch and dent appliances. We have a 30 day warranty meaning we will fix it or replace it at no cost. The next 60 days we will send out a technician for $69 labor and if we need parts and we have them at the warehouse they are free. If we need to order them we do it at our cost which is about 40% less than the customer would pay. We provide delivery with a professional appliance delivery service ($95) anywhere in the valley should the customer want it. It includes up to 4 pieces, installation, hook up and haul-away if they have any items to remove. Some, not many, choose to pick it up themselves with the requirement that if something goes wrong in the first 30 days they need to bring it back to the store for repair or replacement. The balance of the warranty (60 days) is the same. When [redacted] bought the refrigerator he picked it up to avoid delivery cost and was aware of the service or replacement policy. His reference to paying an extra $50 to have the refrigerator picked up was because we did not deliver it. We also agreed to the $50 charge instead of the normal $95 delivery fee because of the $300 he said he lost in food. When we went to pick up the refrigerator he would not let us go through the house with our dolly so we had to go around the back which made it almost impossible because the ground was all stone and gravel. This upset him because we did not have the right dolly to go through stones and he made it very difficult for the delivery person. From then on he was difficult to please and work with.We fixed the refrigerator we picked up and it worked for about 4 months and he began having issues again. Given that he had problems before we didn’t charge him anything to look at it again even though it was out of warranty. It did take longer than usual because we had trouble finding the problem and one of our tech’s injured himself and was out for about 3 weeks. In the end, because we couldn’t repair the refrigerator soon enough for him, we offered to replace it with anything comparable. At this point he was so frustrated he declined. That’s when he came to the store and demanded we give him his money back.I was here when Diego (store manager) tried to accommodate [redacted] and come to some resolution. Honestly we offered to do anything we could, new refrigerator and free delivery, but store policy is that there are no refunds. That is when he left very angry with choice words and said you’ll here from me. Immediately after he left Diego and I discussed the issue and against store policy decided we would refund his money. At that point (less than 10 mins.) Diego called him on his cell (he did not answer) and left him a message basically saying we apologized for any misunderstanding and although we don’t agree with his position he could come back to the store and we would give him his money back. We never heard from him. A week or so later he came to the store to get a copy of his receipt which he must have lost. I thought he was coming in to get his money so I said I’m glad you got Diego’s message. He had no idea what I was talking about so he obviously isn’t listening to messages and that’s why his phone messages are full. He was not interested in getting his money back or dealing with me or the store. That is the last we heard from him.I was here for the whole encounter and in this case and all other issues with customers we have never acted hostile, rude, nonprofessional, or less than compassionate to the their needs. After 5 years in the business we have never not been able to reach some kind of resolution with a customer. Not that all customers were necessarily completely happy but the situation was resolved. I invite you to come into the store and meet us so you can at least get a feel for the type of people we are and the type of store we have.Thank you for you time and understanding regarding this matter and again I apologize for the delay.Regards, Bruce H[redacted]@gmail.com
I do not accept what ADA is saying because it is all lies. First of all they were never willing to try to resolve the problem with the fridge, or give us another one like they are saying. First time the fridge was broken it was not even a week when I bought it, so it was under the warranty not like ADA states. After that they never did another repair because the technician they supposedly send never came that is why I had to go to the store because they would not answer my calls. If they would have agreed on giving me my money back why would I had to open a complain? that doesn't sound reasonable. They never called me like they say and never left a message either. However I talked to Diego today 12/28/16 and he agreed to come pick up the fridge from my house (which is just taking space) and give me half of the money I paid on January 2nd 2017. hopefully this is true so we can finish with this problem.