Bill Young Consulting

Complaint: [redacted] I am rejecting this response because: I was offered only $for damages totaling $3, The matter has not been resolvedIt appears that they are not submitting the claim to their insurance company.I have offered to show the damage to an adjuster if they submitted the claim to their insurance company Regards, [redacted] ***

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 meIt took months to submit to the insurance company, but pleased it finally was Regards, [redacted] ***

While we do understand the customer's frustration and can sympathize with her situation, the decision on a product exchange is ultimately left to the manufacturer's discretionEvery product we sell is a new machine, direct from the manufacturerFloor models are unwrapped and displayed upon arrival, but are not plugged in or operated in any wayOccasionally, a unit is defective upon installationThough it is disappointing and can be quite frustrating, there is no way of knowing a unit is defective until it has been installedIn such cases, manufacturers have predetermined procedures in place we must adhere to.As a warranty service provider, as well as a dealer, we wear multiple hats in these situationsWe must first send one of our licensed service technicians to diagnose the machine's issuesWe then submit our findings to the manufacturer, at which point they determine if the situation calls for repair or a replacement unit.In this instance, Frigidaire elected to repair the unitWe placed the necessary parts on order on the 30th of AugustOne of these parts was a back-ordered item, which must come directly from the manufacturer; generally, this process takes five to ten business daysWe have informed the customer of this, as well as the status of repairsAs soon as we have received all necessary parts, we will contact the customer to schedule a return call to complete repairs.Although this is not the outcome the customer had hoped for, the matter is unfortunately out of our handsWe have followed the manufacturer's procedures for such instances, and have expedited the process as much as possible from our endWe do apologize for the hassle involved with the customer's purchase; this is, indeed, a rare and unfortunate situationWe will continue to do everything within our power to resolve this matter as quickly as possible, and appreciate the customer's patience throughout this process

In response to Complaint # [redacted] After failing to reach a resolution with the customer, this matter was turned over to our insurance on the 8th of FebruaryAs our insurance adjuster will be handling this from here forward, we consider this matter to be resolved.Thank You, [redacted] ***Office AdministratorDepew Appliance and Service [redacted] ***Office [redacted] Fax [redacted]

On the 30th of August, Mr [redacted] called inquiring about upright freezer options that would fit his current cutout dimensions, which were given to our sales associate at this timeWe informed Mr [redacted] the only upright freezers we carry on hand are full-sized units, but we could do a little research to see what we have available for order.Our sales associate spent upwards of thirty minutes on the phone with Mr [redacted] , sorting through our distributors' options and specificationsUltimately, it was determined the Danby cubic foot unit (Model # [redacted] ) was the largest-capacity upright freezer we could get for Mr [redacted] that would fit within his current space.Mr [redacted] is correct in that he could have purchased a five cubic foot freezer, but we only have this size available in our chest freezer options; Mr [redacted] had specifically requested an upright unitA chest freezer's door opens upward, while an upright freezer opens to the sideThis distinction is very important when fitting into a predetermined space, as the chest freezer would need to be pulled from Mr [redacted] 's space at each use, in order to open the door.During this conversation, it was made abundantly clear to Mr [redacted] this would be a special order item - a non-stock item ordered solely for a specific customer's purchaseFurthermore, he was aware of the capacity of the unit, and knew before placing the order it would be roughly two feet smaller in capacity than his previous modelHe was also given the dimensions of the unit to compare against his previous freezer, and could see from this information exactly how much smaller this unit would be in size before placing the order.Ultimately, Mr [redacted] elected to go with the Danby option, and was informed, once more, this was a non-stock item we would have to order for himHe was given an ETA provided by our distributor and told we would call him upon receipt of the unit.The unit arrived the following Monday and Mr [redacted] was informed of receiptOn the 6th of September, he picked the unit up from our store, at which point he signed a copy of the invoice indicating he had inspected and verified the proper merchandise had been receivedA copy was given to Mr [redacted] for his personal records.Four days later, Mr [redacted] came to the store to request an exchange, saying the unit was much smaller than his previous modelWe explained policy states we cannot accept a return on special ordered merchandise (this is clearly stated on our website, invoices, and signs posted through our store - all of which Mr [redacted] had either visited or possessed a copy of); the customer had received exactly what he had discussed with our sales associate and elected to purchaseWe apologized that he was unhappy with his purchase, but as there was no error made on our part, we could not authorize an exchange.On the 22nd, Mr [redacted] called, again requesting an exchangeOur sales associate said he would speak with our owner to see if there were any exception we could make for him, but as the unit was a specialized item with very little demand, our owner determined we could not reasonably accept an exchangeWe informed Mr [redacted] of this the following day and tried our best to explain why a non-stock item ordered specifically for him would be considered a special orderUnfortunately, the conversation ended with Mr [redacted] still seeming unclear on how this could be the case, but we believe our terminology is sound and universally understood by an overwhelming majority of customers.We can empathize with Mr [redacted] 's frustration, but as there were no errors made on our part in the sale, order, or processing of this purchase, and as we have followed clearly stated policies throughout this process, we cannot issue a refund or exchangeIt is regrettable Mr [redacted] remains discontented with his purchase, but as he has received the unit he requested, we consider this matter closed and wish Mr [redacted] the best of luck moving forward.Thank You

We understand and empathize with the customer's frustrationDespite coordination with the service techline, repairs have been unsuccessful and the process has taken much longer than usualThe customer is accurate in that we were scheduled to return Friday, the 11th of March, but due to unforeseen
circumstances, we were forced to reschedule for Monday morning of the 14thHowever, the customer called that morning and made it abundantly clear he was unsatisfied with our serviceAt that time, we contacted Frigidaire and requested this call be sent to a different service provider.We have only two discrepancies with the customer's accountFirst, we have been a certified servicer of Frigidaire products, as well as many other brands, and have maintained good standing with these companies for yearsTo say we do not honor warranty work is patently false.And though the wait for parts to arrive can be quite frustrating, we have no more control over this than the customer.With all this being said, we do appreciate the exasperation of this situation and wish the customer the best of luck with repairs moving forward

Complaint: *** I am rejecting this response because: At no time was special order or return policy mentioned.The reference to ordering the unit was just a natural progression of a salefor an item that happened to not be on the floor---------------------------------------Thank you for the quick responseMy only concern is the detail that the unit is a special order.The detail of Cu Foot vs Cu Foot is a possible oversight.A comparison of the existing Cubic Foot capacity and the new units was never mentioned.Obviously an oversight, which is the reason I engaged professionals in the processto eliminate oversights that a novice appliance shopper may run intoThe fact that it was not on the floor or in stock was understandable, it may be a low volume item.At no time did I consider this unit to be special, and in turn a special order.The initial unit was purchased off the floor so I did not consider it to be a unique applianceI will be more then satisfied with the option to return the unit with the restocking feeRegards, Glen ***

We are currently working with the customer to reach an acceptable resolution.

While we do understand the customer's frustration and can sympathize with her situation, the decision on a product exchange is ultimately left to the manufacturer's discretion. Every product we sell is a new machine, direct from the manufacturer. Floor models are unwrapped and displayed upon...

arrival, but are not plugged in or operated in any way. Occasionally, a unit is defective upon installation. Though it is disappointing and can be quite frustrating, there is no way of knowing a unit is defective until it has been installed. In such cases, manufacturers have predetermined procedures in place we must adhere to.As a warranty service provider, as well as a dealer, we wear multiple hats in these situations. We must first send one of our licensed service technicians to diagnose the machine's issues. We then submit our findings to the manufacturer, at which point they determine if the situation calls for repair or a replacement unit.In this instance, Frigidaire elected to repair the unit. We placed the necessary parts on order on the 30th of August. One of these parts was a back-ordered item, which must come directly from the manufacturer; generally, this process takes five to ten business days. We have informed the customer of this, as well as the status of repairs. As soon as we have received all necessary parts, we will contact the customer to schedule a return call to complete repairs.Although this is not the outcome the customer had hoped for, the matter is unfortunately out of our hands. We have followed the manufacturer's procedures for such instances, and have expedited the process as much as possible from our end. We do apologize for the hassle involved with the customer's purchase; this is, indeed, a rare and unfortunate situation. We will continue to do everything within our power to resolve this matter as quickly as possible, and appreciate the customer's patience throughout this process.

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. It took 3 months to submit to the insurance company, but pleased it finally was.
Regards,
[redacted]

On the 30th of August, Mr. [redacted] called inquiring about upright freezer options that would fit his current cutout dimensions, which were given to our sales associate at this time. We informed Mr. [redacted] the only upright freezers we carry on hand are full-sized units, but we could do a little...

research to see what we have available for order.Our sales associate spent upwards of thirty minutes on the phone with Mr. [redacted], sorting through our distributors' options and specifications. Ultimately, it was determined the Danby 3.2 cubic foot unit (Model # [redacted]) was the largest-capacity upright freezer we could get for Mr. [redacted] that would fit within his current space.Mr. [redacted] is correct in that he could have purchased a five cubic foot freezer, but we only have this size available in our chest freezer options; Mr. [redacted] had specifically requested an upright unit. A chest freezer's door opens upward, while an upright freezer opens to the side. This distinction is very important when fitting into a predetermined space, as the chest freezer would need to be pulled from Mr. [redacted]'s space at each use, in order to open the door.During this conversation, it was made abundantly clear to Mr. [redacted] this would be a special order item - a non-stock item ordered solely for a specific customer's purchase. Furthermore, he was aware of the capacity of the unit, and knew before placing the order it would be roughly two feet smaller in capacity than his previous model. He was also given the dimensions of the unit to compare against his previous freezer, and could see from this information exactly how much smaller this unit would be in size before placing the order.Ultimately, Mr. [redacted] elected to go with the Danby option, and was informed, once more, this was a non-stock item we would have to order for him. He was given an ETA provided by our distributor and told we would call him upon receipt of the unit.The unit arrived the following Monday and Mr. [redacted] was informed of receipt. On the 6th of September, he picked the unit up from our store, at which point he signed a copy of the invoice indicating he had inspected and verified the proper merchandise had been received. A copy was given to Mr. [redacted] for his personal records.Four days later, Mr. [redacted] came to the store to request an exchange, saying the unit was much smaller than his previous model. We explained policy states we cannot accept a return on special ordered merchandise (this is clearly stated on our website, invoices, and signs posted through our store - all of which Mr. [redacted] had either visited or possessed a copy of); the customer had received exactly what he had discussed with our sales associate and elected to purchase. We apologized that he was unhappy with his purchase, but as there was no error made on our part, we could not authorize an exchange.On the 22nd, Mr. [redacted] called, again requesting an exchange. Our sales associate said he would speak with our owner to see if there were any exception we could make for him, but as the unit was a specialized item with very little demand, our owner determined we could not reasonably accept an exchange. We informed Mr. [redacted] of this the following day and tried our best to explain why a non-stock item ordered specifically for him would be considered a special order. Unfortunately, the conversation ended with Mr. [redacted] still seeming unclear on how this could be the case, but we believe our terminology is sound and universally understood by an overwhelming majority of customers.We can empathize with Mr. [redacted]'s frustration, but as there were no errors made on our part in the sale, order, or processing of this purchase, and as we have followed clearly stated policies throughout this process, we cannot issue a refund or exchange. It is regrettable Mr. [redacted] remains discontented with his purchase, but as he has received the unit he requested, we consider this matter closed and wish Mr. [redacted] the best of luck moving forward.Thank You

Complaint: [redacted]
I am rejecting this response because: I was offered only $500 for damages totaling $3,000.  The matter has not been resolved. It appears that they are not submitting the claim to their...

insurance company.I have offered to show the damage to an adjuster if they submitted the claim to their insurance company. 
Regards,
[redacted]

In response to Complaint # [redacted]…After failing to reach a resolution with the customer, this matter was turned over to our insurance on the 8th of February. As our insurance adjuster will be handling this from here forward, we consider this matter to be resolved.Thank You,[redacted]Office AdministratorDepew Appliance and Service[redacted]
[redacted]Office [redacted] Fax [redacted]