Boyle Appliance Center

Response to [redacted] ***:The client had her son-in-law call and inquire about the oven situationHe was informed that since his mother-in-law had opened a case through the Revdex.com, all communication would now be done through the Revdex.com, or our attorneyThe client was well aware that the GE factory representative was out of the country, and that we would contact her when the rep returnedMeanwhile, she opened the case with the Revdex.comOur male office assistant did approach Mrs [redacted] and her granddaughter when she first entered the showroomAll of the sales associates were with other clients at the timeOur female sales associate came to help and take over for the office assistant shortly thereafterThe client said that she wanted GE and that she wanted a certain model that she had seen/been told about at a competitorTo be clear, the model number that we were provided with is a model that we never orderThis is why the owner had to get involved in the orderThe client was very abusive to our sales associate in the subsequent conversations concerning this matterHer son-in-law has called in on behalf of the client after the client was so upsetOur sales associate was able to communicate the situation with the son-in-law and laid out the plan of action that was to take place when the GE rep returnedWe were then informed of the case opened with the Revdex.com before the rep had returnedThis was an indication to us that the client was no longer interested in the plan of action as discussed with her son-in-lawThis wall oven belongs to the clientIt has been used as stated by the clientHer choice not to use an oven that belongs to her is exactly that--her choiceWe have now received verbal threats from the client's daughter (Saturday, 7-9-2016); threats of slander/libel on social mediaWe will seek legal recourse if we see evidence of slander/libel on the part of the client or her family

Complaint: [redacted] I am rejecting this response because: at this point in time they have cut off all communication and not offered any recourseI would like them to talk to the GE rep and see what can be done.m they left a voicemail dating they would talk to me if I dropped the complaint , but I want to know why they couldn't have talked to me in the two previous weeks A simple phone call returned to tell is the rep was still out of town would have been professional and courteous They must have me totally confused with another customerI came into their store with my year old granddaughter , a young man helped me by first putting a movie on for her, then escorted me to a side room to show me the wall ovens He told me the one his father recommended and then his father , Steve came in and we talked about what I wanted including self cleaning Steve then took me to their counter and he and I worked on the order for me At no time did I come in with a model number and at no time did I work with a female associate to start withI did get upset and I believe my words were 'that is unacceptable and may I speak to the owner 'when offered $for an oven that I had just paid $for I think any customer would be as upset, floored and shocked as I was I apologise for my tone but I was not screaming and yelling Yes I have been without an oven for three weeks because I told Steve I would not use the oven until this problem was resolved I have kept my word and the oven is in pristine condition This has obviously resorted to a case of he said/ she said and I am shocked it has gone so far without being resolved for a company that prides itself on customer service I was hoping the Revdex.com would be able to help and not just be a go between, so I am at a loss as to want to do next???? Sincerely, [redacted] ***I also apologize for the typing errors in the first paragraph that I can't seem to get back to, to correct

Revdex.comWS.Salt Lake City, UT 84129(801) 892-6009RE: *** and *** *** Complaint ID #***To Whom It May Concern:In regards to the complaint filed with the Revdex.com on January 5, 2018, Boyle Appliance and Mattress Center has the following information
to add to this file as a rebuttal to this complaint:The original purchase transaction took place on 6-16-*** *** ordered a set of four appliances for a new home that she was having built-a range, a microwave, a dishwasher, and a refrigeratorShe only needed three of the four units for the new home as she had already purchased a refrigerator for herselfHer father, *** ***, wanted a new refrigerator so he was going to use the refrigerator out of the piece package on the original orderA deposit of $paid by VISA was made on this date to hold the prices on all units. A notation was made on *** ***'s account that she would be paying the full amount for her appliance package and that S*** Homes was the contractor. *** *** wanted the refrigerator delivered to his home on 7-1-He charged the whole amount of the refrigerator + tax to his account (Citibank)Refrigerator was delivered to his home in Roy*** ***called on 10-6-and scheduled delivery for her appliances for 10-13-to Hooper, UT. Side damage to the range was reported on 10-17-The side panel was ordered through Menlove Appliance Service on 10-17-Menlove Appliance Service is an authorized LG servicer. Spoke with *** *** about the balance owing for the appliances that had been delivered on 10-13-She asked that the balance be added to her father's account (*** ***) until the bank check came in two weeksWe agreed to wait for the bank check in two weeks*** *** purchased a Maytag Washer and Maytag Gas Dryer on 10-24-in the amount of $including tax. It was delivered and set up in her new homePayment was received from the *** family in the amount of $via VISA payment on 11-14-to cover the amount owed on the account of *** ***. *** *** complained that she didn't like the way the new Maytag washer workedA factory authorized technician was dispatched to her home to evaluate the machine that was installedThere was nothing wrong with the washerThe vibration noise was coming from the laundry pan that was installed under the machine by the contractorThe machine was working well within the expected parameters set by the factoryMs*** wanted to return the washer and get a full refundWe explained to her that she had used the machine and that there wasn't anything wrong with the machineOur return policy clearly states that all returns must be made within days of purchase and be in the original packagingWe also explained that we would be willing to work with her on the purchase of another machine, if she would like to make another choiceRe-stocking fees would apply*** *** came into the showroom and spoke with one of our staff about a new washer and dryerShe picked out a completely different style (LG front load washer and LG gas dryer)She paid the difference in the price and the exchange was made on 11-21-Note: AS A COURTESY, there was no re-stocking fee, re-delivery fee, or usage fee charged for this exchange. Our rebate policy is clearly posted on the wall directly behind the client counterIt states:*Customers are responsible for all rebate submission(s).*Rebate forms are given to customers and must be submitted during the program dates listed on the forms.*Boyle Appliance, LLC assumes no responsibility for misdirected or failure to submit forms for rebate programs within the program date(s)*** *** called into our office and asked our staff if they would submit the rebates for herOur office person informed her that the refrigerator was delivered months earlier so it might be declinedMs*** demanded that our office person submit the paperwork anywaysThe rebate was subsequently deniedMs*** was informed of this and was extremely rude to our employee. All warranty service is provided by authorized LG servicer providers. In this case, the service on the side panel was referred to Menlove Appliance Repair, who is an authorized LG service providerTheir contact information has been provided to the *** family. On 1-5-2018, Mr*** called in to our office and became verbally abusive with our office assistantThis phone call was discontinued and further calls from Mr*** were not accepted based on the abusive language used by Mr*** on multiple occasionsThis is well within our employee guidelines. All communication on this matter will now be handled through the Revdex.com or our attorney if the need arisesWe have tried to accommodate the requests of these clients to the best of our abilitiesAbusive language and rudeness to our employees will not be tolerated. It is our understanding that Menlove Appliance Repair has an appointment to install the new side panel on the range on Monday, 1-8-2018. Copies of all transactions and applicable company policies have been submitted to the Revdex.com by fax as supporting documentationThey contain the complaintant's personal information and can not be included here. Thank you

We here at Boyle Appliance and Mattress Center are responding to this complaint from one of our clientsThe Revdex.com allows us to give our version of the transactionA few corrections to the complaint filed: The client came into our business with the model number she wanted
written on a piece of paper, as she had looked at it at one of our competitorsThe client did not initially work with the person that she stated in her account--she worked with a female sales associateThe self-cleaning feature was never mentioned to either person. The client was informed that the oven she was inquiring about was not a stock model. The oven was ordered from GE and delivered to her home two days later as stated. The client arranged for her oven to be installed by someone unaffiliated with our businessThe client called approximately a week later to say that she didn't like the oven; she said that it looked "cheap". Our female sales associate suggested that she look online to see if there was any other ovens that she liked better, as most of these units look very similar to each otherThe client came to the store a few days later with a new model number for another wall oven she had seen at the same competitor she had visited the first timeThis model was the next model up in the GE line, and included the self-cleaning feature but looks virtually identical to the first one that she had said looked "cheap"The client was informed that special orders were not returnable and that it was well past the three day return period for regular purchases as well. The return policy for regular purchases is clearly stated in the center of the invoice that the client receivedIt reads: "Any item purchased at Boyle Appliance Center may be returned within days, provided that it is in the original packagingAll returned items are subject to a restocking fee of 30% of the total purchase price."Our female sales associate tried her best to give alternatives to this client to get the most value she could out of the used wall oven that she had in her home. The client was extremely rude and belligerent with our sales associate, screaming and demanding to speak with the owner of the business. The business owner tried to speak to the client about the situationExtremely inappropriate behavior on the part of the client evoked the comment from the owner "Please keep things in perspectiveThere are worse things in life than making a bad decision on purchasing an oven."The business owner offered to call the GE representative to see if there was any recourse through GE if she purchased another GE wall ovenThe representative was out of the country on vacation for weeks at that timeThe representative just returned yesterdayOur business has not pursued this matter further at this time since this complaint was filed.Bottom Line:The client gave us the model number of the unit she wanted.We ordered it in just for her--Special Order.The oven has been used; therefore, not in the original packaging or condition. There is absolutely nothing wrong with the oven; it works and performs just like it should.We have given several options for the client to sell her oven and move forward to another unit that she would like better.We done all that we feel we should in this situation. The client has had the oven installed in her home--she has not "been without an oven for three weeks"

Complaint: [redacted]
I am rejecting this response because:
1 at this point in time they have cut off all communication and not offered any recourse. I would like them to talk to the GE rep and see what can be done.m they left a voicemail dating they would talk to me if I dropped the complaint , but I want to know why they couldn't have talked to me in the two previous weeks.  A simple phone call returned to tell is the rep was still out of town would have been professional and courteous.2.  They must have me totally confused with another customer. I came into their store with my 2 year old granddaughter , a young man helped me by first putting a movie  on for her, then escorted me to a side room to show me the wall ovens.  He told me the one his father recommended and then his father , Steve came in and we talked about what I wanted including self cleaning.  Steve then took me to their counter and he and I worked on the order for me.  At no time did I come in with a model number and at no time did I work with a female associate to start with.3. I did get upset and I believe my words were 'that is unacceptable and may I speak to the owner 'when offered $400 for an oven that I had just paid $990 for.  I think any customer would be as upset, floored and shocked as I was.  I apologise for my tone but I was not screaming and yelling.4.  Yes I have been without an oven for three weeks because I told Steve I would not use the oven until this problem was resolved.  I have kept my word and the oven is in pristine condition.5.  This has obviously resorted to a case of he said/ she said and I am shocked it has gone so far without being resolved for a company that prides itself on customer service.  I was hoping the Revdex.com would be able to help and not just be a go between, so I am at a loss as to want to do next????
Sincerely,
[redacted]. I also apologize  for the typing errors in the first paragraph that I can't seem to get back to, to correct.

Response to [redacted]:1. The client had her son-in-law call and inquire about the oven situation. He was informed that since his mother-in-law had opened a case through the Revdex.com, all communication would now be done through the Revdex.com, or our attorney. The client was well aware that the GE factory representative was out of the country, and that  we would contact her when the rep returned. Meanwhile, she opened the case with the Revdex.com. 2. Our male office assistant did approach Mrs. [redacted] and her granddaughter when she first entered the showroom. All of the sales associates were with other clients at the time. Our female sales associate came to help and take over for the office assistant shortly thereafter. The client said that she wanted GE and that she wanted a certain model that she had seen/been told about at a competitor. To be clear, the model number that we were provided with is a model that we never order. This is why the owner had to get involved in the order. 3. The client was very abusive to our sales associate in the subsequent conversations concerning this matter. Her son-in-law has called in on behalf of the client after the client was so upset. Our sales associate was able to communicate the situation with the son-in-law and laid out the plan of action that was to take place when the GE rep returned. We were then informed of the case opened with the Revdex.com before the rep had returned. This was an indication to us that the client was no longer interested in the plan of action as discussed with her son-in-law. 4. This wall oven belongs to the client. It has been used as stated by the client. Her choice not to use an oven that belongs to her is exactly that--her choice. 5. We have now received verbal threats from the client's daughter (Saturday, 7-9-2016); threats of slander/libel on social media. We will seek legal recourse if we see evidence of slander/libel on the part of the client or her family.