Brooke Realty

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

On July 18th the Buyer's Agent went to the home and noticed that the refrigerator was no longer there.  The Buyer's Agent contacted the Listing Agent to find out the situation.  The Listing Agent reached out to the contractor to find out if there was an issue with the refrigerator as it...

was no longer in the home.  The contractor informed the Listing Agent that the refrigerator got slightly dented while they were recently doing repairs at the home and they were replacing it with a new one.  The contractor said there was a delay in getting the new refrigerator installed but it would be resolved as quickly as possible.  The Listing Agent passed this information along to the buyers agent immediately.  A new refrigerator was brought to the home and installed on July 22nd , the day escrow was scheduled to close.On July 29th, after escrow had closed, the Buyer's Agent sent the following email to the Listing Agent:  “I just got off the phone with my buyers. They had a technician come look at the new refrigerator and found that rats damaged the water line. They are pretty upset. I have asked them to get in touch with the appliance repair company to get a quote on the work required to fix it. I would like to be able to compensate them, and although I recognize it's neither of our faults, would you be open to covering a portion of the cost?”  Based on the Buyer's Agent's email, this damage appeared to have taken place after the the buyers moved in and was in no way connected to Brooke Realty or its agents.On August 4th the Office Manager for the Buyers Agent emailed the following:  “Please kindly see below and advise.  Unfortunately, the refrigerator issue has not gone away. As you can see, the buyers are quite frustrated.  They have been reaching out to our office on a regular basis. Please let us know your thoughts on this. I'm hoping that we can quickly find a way to make things better for the buyers.”  The Listing Agent promptly called the Office Manager for clarification.  The Office Manager stated that the damage to the water line may have been caused while the refrigerator was in the warehouse, prior to being installed in the home. In light of this new information, the Listing Agent contacted the contractor and requested that a new refrigerator be installed in the home and sent the following to the Office Manager:  “Thanks for taking my call earlier. Im sorry that we didn't know this earlier as we could have had the contractor get a new fridge out sooner.  I left him a message just now and will continue to follow up until a new one is installed and verified working properly.”  On August 6th a new refrigerator was installed and the old defective one was removed.