To address the customer concern about the pricing on their purchase, we have attached theiroriginal invoice, a new itemized invoice along with on line pricing from [redacted] Applianceanother local dealer and lastly a letter that was sent to the customer addressing this issue.[redacted] package price...
would total$ 4946.00 without tax and Ben's package price is $ 4460.00.As explained in the letter to the customer, it is a clerical error, however the tax charged for apurchase price of$ 4460.00 is correct and amount written as a total price is correct as well.To sell the units further discounted would result in selling below cost We apologized for thiserror.All units are unpackaged to check for damage, color and modeL It is not unusual for these itemsto be shipped incorrectly from the manufacturer. Floor models are new and ready for sale. Theyare not used just unpacked. To bring a unit packaged to a customer house that distance from ourstore would not be wise.The refrigerator door gap was not readily seen upon inspection by Ben's or the customer. Evenafter a couple of weeks when her grandson mentioned it, the customer didn't see it withoutscrutiny. Ben's was happy to address her displeasure with the door under warranty.She also mentions the door seal being installed upside down. Ben's told her it was impossible toinstall the seal upside down because the door would be unable to close. She was persistant in herbelief that it was.Warranty on non-functional parts on appliances are subject to manufacturing agendas. It is notuncommon for availability of parts to be 8-10 weeks. We are subject to manufacturing schedulestor shipment and try to install them as readily as we can after receiving them. The door usuallyships complete and this time it did not. The techs tried to get her up and going by trying to usethe existing frame and not wait for replacement parts. It did not work.As of this date Ben's has not been notified by the manufacturer to "cease and desist" service forthe customer, however we feel it is in in her best interest if we pick up the refrigerator andrefund her $2408.00 plus tax totaling$ 2600.64.We will await the decisionSincerelyBenny [redacted]
by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The response was entirely not true, this was never a conversation the business ever had with me. I had spoke to both [redacted] and [redacted] during the time of the of the ongoing conflict and they both had the part available. In fact I contacted [redacted] about the situation on August 22nd. and they sent me the compressor plus another part within 5 business days, but by then Ben's picked up my refrigerator. I also asked Ben's to send me a print out of the parts and all they did to fix it, I have yet to receive it. I believe they should compensate me for the rental I needed. The wait was ridiculously long.
Regards,
[redacted]
To address the customer concern about the pricing on their purchase, we have attached theiroriginal invoice, a new itemized invoice along with on line pricing from [redacted] Applianceanother local dealer and lastly a letter that was sent to the customer addressing this issue.[redacted] package price...
would total$ 4946.00 without tax and Ben's package price is $ 4460.00.As explained in the letter to the customer, it is a clerical error, however the tax charged for apurchase price of$ 4460.00 is correct and amount written as a total price is correct as well.To sell the units further discounted would result in selling below cost We apologized for thiserror.All units are unpackaged to check for damage, color and modeL It is not unusual for these itemsto be shipped incorrectly from the manufacturer. Floor models are new and ready for sale. Theyare not used just unpacked. To bring a unit packaged to a customer house that distance from ourstore would not be wise.The refrigerator door gap was not readily seen upon inspection by Ben's or the customer. Evenafter a couple of weeks when her grandson mentioned it, the customer didn't see it withoutscrutiny. Ben's was happy to address her displeasure with the door under warranty.She also mentions the door seal being installed upside down. Ben's told her it was impossible toinstall the seal upside down because the door would be unable to close. She was persistant in herbelief that it was.Warranty on non-functional parts on appliances are subject to manufacturing agendas. It is notuncommon for availability of parts to be 8-10 weeks. We are subject to manufacturing schedulestor shipment and try to install them as readily as we can after receiving them. The door usuallyships complete and this time it did not. The techs tried to get her up and going by trying to usethe existing frame and not wait for replacement parts. It did not work.As of this date Ben's has not been notified by the manufacturer to "cease and desist" service forthe customer, however we feel it is in in her best interest if we pick up the refrigerator andrefund her $2408.00 plus tax totaling$ 2600.64.We will await the decisionSincerelyBenny [redacted]
I have reviewed the response made...
by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The response was entirely not true, this was never a conversation the business ever had with me. I had spoke to both [redacted] and [redacted] during the time of the of the ongoing conflict and they both had the part available. In fact I contacted [redacted] about the situation on August 22nd. and they sent me the compressor plus another part within 5 business days, but by then Ben's picked up my refrigerator. I also asked Ben's to send me a print out of the parts and all they did to fix it, I have yet to receive it. I believe they should compensate me for the rental I needed. The wait was ridiculously long.
Regards,
[redacted]