Benusa Appliance Sales & Service Inc.

We cannot find Ms*** in our system, from our records we do not show her as a customer Is the purchase under a different name, or did you go to a different location from the StCloud location

Initial Business Response /* (1000, 10, 2015/08/31) */
***see attached corresponding documents
I am writing in reference to your Case ID *** regarding Mr*** *** complaintI am Part Owner and Vice President of Benusa ApplianceI am a little concerned that I did not receive
your First or Second Notice of this situationNone the less, I am in receipt now and would like to present our side of the story
First of all I would like to offer our apologies to Mr*** for the way this issue has been handled and for what our employee Jill may have said to him in trying to resolve the issueHe did state that he talked to a Manager, I am the General Manager and have never spoken to Mr***In fact, I was only made aware of this situation yesterday when I received your letterSo here's our side of the story, Mr*** probably was quoted $When he called in to inquire about upright freezersWe do display and stock different models of upright freezers that have various prices, with a Cu Ft model with a price tag of $We also have different sales people that may have quoted this price to Mr*** - None of which can remember specifically talking to him on the telephone, which isn't surprising seeing our sales people receive numerous price requests via the telephoneWhen he came into the store to purchase the freezer, he met with our salesperson JillShe showed him the freezers and he selected one that was marked $and Jill wrote up the invoice for the same $price plus sales taxWhen Jill went to process Mr***'s credit card she mistakenly entered the incorrect amount of $instead of the correct amount of $which is the $differenceSo needless to say as the months went by because of our lack of urgency to resolve this issue, Mr*** was sent a couple statements showing the $past due balance plus interestJill's version of the story is probably correct due to the fact if the $price had been discussed the total would have been $($plus $sales tax) and not $Her mistake was not resolving the issue with Mr*** in a timely fashion and also not making me aware that we had an upset customer that didn't agree with her assessment of the transaction
Again, we offer our apologies to Mr*** for the way we handled his purchaseI truly believe he thought he was buying the freezer for $It is not our Standard Operating Procedure to let issues go unresolved for 90+ days and will graciously credit his account for the $and write off all the interestMr*** can be assured this will not affect his credit score in any wayOur statements are automatically computer generated every month and we make every effort to collect our past due balances internally and not through a collection agency or the court systemJill has been reprimanded for both the way she spoke to Mr*** and for not being upfront with me so we could of gotten the issue resolved shortly after the saleI have attached copies of the original invoice and the credit note bringing his account balance to $or "Paid in Full"
I'm am open to any further questions regarding this matter
Sincerely,
Jeff *** - Vice President
Benusa Appliance Sales & Service
(320)***
***copied and pasted from email

I purchased my dishwasher with my creditcard, with my name on it . I did this in person at the I purchased my dishwasher with my credit card that has my name on it.  I did this in personat the Benusa Store in Sauk Centre Minnesota.

in our notes we have not heard back from [redacted] since 3-11-16 at any time she wants a refund she can call us for it she has not I did leave her a message today stating that I was sending her a check for the amount in full she has paid us.there is very few machines that will fit her situation and...

we were under the impression she was waiting for a scratch and dent to come in that would fit.we always put good notes with each conversation with customers so I am not sure if she called where she was calling for we have 5 locations.check is in the mail today

I am responding to our customer [redacted]’s complaint # [redacted].  We understand that...

she is very disappointed in us for not offering to replace her dishwasher and very disappointed in her dishwasher not meeting her expectations and needing service.  [redacted] did purchase the Bosch dishwasher from us on 1/10/2015 which did carry a 1 year manufactures parts and labor warranty.  I have also reviewed her service history and found that she has had a few service issues, but keep in mind it is why the manufacturer has a warranty in the first place…3/3/15 – Replaced Door Latch…10/5/15 – Adjusted Door Latch…11/19/15 - Replaced UI Circuit Board…1/21/15 – 1/21/16 – Repaired loose wire on Circuit Board…1/25/16 – Repaired Rollers on one of the racks.  I know this sounds like quite a few service calls, but the majority of repairs are minor repairs in our opinion.  Bosch (BSH) is a very reputable company and we do sell and are under contract with them to service their appliances, so where applicable we do the service with the authorization of their Tech Assistants on how to proceed in each case.  Normally their response to us is to repair the unit not replace the unit and that’s what we do. As a company we do not offer an exchange program because the appliance has failed or because of a bad review, unless it is in the very early stages of use, but are more than happy to service the unit to get it up and working.  When a customer is upset with the product after 10 -12 months have gone by, we will recommend that the consumer contact the Customer Service Dept. at the manufacture to see if they can get any concession for replacement.  I’m sorry there really isn’t anything further we can do for [redacted].  If her dishwasher isn’t working she will need to contact our service department and arrange another service call. Sincerely, Jeff [redacted] Benusa Appliance Sales & Service