This response is addressed to the following parties involved: The customer in reference informed us in November that the shelf in the freezer compartment of the refrigerator he had purchased months prior was damaged and the salesman he spoke with told the customer we would order him a new shelf
free of chargeThe salesman did not get back with the parts department to get the shelf orderedA month later the customer came in to check on the status of the orderWe did not have any information on file regarding the part because we had not placed the order when he first requestedWe told the customer about the confusion and proceeded to get the part ordered that same day through our sales representativeWhen parts are ordered through our sales representative it takes longer than to receive the partSince the refrigerator is also a newer model, the manufacturer does not always have specific parts readily available, some parts must be made to orderThe customer continued to check in on his order over the next month and a half to which we informed him that his part was still on back order and we did not have a way to track it at the time, but we would call him as soon as his part came inThe customer’s order was delivered in late February and the customer stated he picked the shelf up on 3/10/
Thank you for giving us the opportunity to respond to this reportCarmona’s Appliance center takes customer service very seriously and does everything possible to take care of our customersMrs*** did purchase a Whirlpool dish washer from our store on July 15, The unit was then
delivered, day later, to her home and installer on July 25, by our installation teamOur installers ran the dishwasher to test for any leaks, defects, etc., which tested without flawThe date of the installation is the start of the one-year manufacture warranty covered by WhirlpoolThis warranty covers all mechanical failure or damages done by those failuresMrs*** called our service department August 1, to set up an appointment for her dishwasher, which was dated August 3, On this day the technician arrived at Mrs*** home to find that the dishwasher had failed mechanicallyWhich, just as I described, would be covered under WhirlpoolThe pump and motor assembly has slipped out of position causing the unit to leak and lead to water damage. I was called out immediately by the technical on the jobWhen I arrived at the home shortly after Mrs*** had requested that we remove the unit from the hole to allow the flooring to dryWe did as she requested and I called Whirlpool right away to inform them of the mechanical failure and damage that had been done to her homeAt this time Mrs*** was also put in contact with Whirlpool to discuss how the property damage claim would take placeI later checked in with Mrs***, she informed me she completed and sent all of the proper paperwork to move forward with her claimAlthough, Whirlpool claims they have not, to this day, received the paperworkI got in contact with Mrs*** again to discuss where the paperwork had been sent, she informed me she sent it to Whirlpool and had also submitted a claim with her insurance company on top of the Whirlpool claim We acknowledge and understand Mrs*** has endured a lot of frustration and stress from the situation which is why we refunded her entirelyOn August 24, we refunded Mrs*** for all of the following purchasesDishwasher, Extended warranty, Dishwasher kit, and labor to install the dishwasherSince this time, I have tried to come in contact with Mrs*** to make sure she was being taken care ofI have not received any form of contact in return Regards, *** *** Service Manager Carmona’s Appliance Center Mistletoe Lane, Redding CA
To whom it may concern, Thank you for giving us another opportunity to respond to this new complaintIn the middle of October we had submitted our first response stating we had done everything possible to take care of Mrs*** through her hardship that she endured when her dishwasher had leaked in her kitchen causing damagedThe leak had been caused by the motor and the pump assembly separating and allowing water to escapeThis is 100% a factory defect On August 3, our technician arrived at Mrs*** with a dishwasher installerWe immediately removed the unit from the kitchen so the flooring could dry outWe took the unit back to the store, on request of Mrs***This is the only service call we have responded to at Mrs*** home on her dishwasher I following all of the proper procedures to help this customer file a claim with WhirlpoolAt one point, weeks later, Whirlpool said they have never received the proper claim paperwork from Mrs***We also had never received proper paperworkMrs*** was refunded all of the money related to this dishwasher purchaseWe hope her insurance company takes good care of her here on outWe wish her the best Sincerely Carmona’s Appliance Center
I regret that I am unable to access previous e-mails including Carmona's response I did read this response but it and my own original complaint appear to have disappeared From what I remember in reading Carmona's response is that they are claiming I never contacted Whirlpool I did did send them the complaint forms regarding their product I also gave a copy of this to Carmona's The dishwasher was defective Carmona's made two service calls and told me the dishwasher was fine I made several calls to them and was told to hit the restart button as water was running through the machineThe dishes were not getting clean and the powder packets were not dissolvingI told them thisThey sent a different tech out we said the motor had fallen out The service manager and the original tech then came out and removed the dishwasher They did not remove it so my floors would dry out...it took a week with industrial fans to dry the walls, cabinets, and floors....all of which had to be replaced It was not Whirlpool who told me the washer was fine and to keep running it or did three test runs on it It was Carmona'sI've been down to their store three times in person because they billed me for the washer which they had sent back to Whirlpool, a service contract, and a service call They said they were going to repair the washer and I told them I had bought a new washer not a repaired oneI had contacted my attorney who told me to have my home insurance deal with them I was out of my home from August through October I was able to stay with family in that I am diabetic, gluten intolerant and years old My children did not want me in a motel Nevertheless I had to go to my home before and after work (I work full time still) in order to care for the cats, the pool and waterMy dog is still in boarding and I am still unpacking boxes and trying to put my house in orderI needed new cabinets, new flooring in the kitchen, living room, dining room T he repair crew had to rip out a damaged wallI want Carmona's to pay my $1,deductible and to cover repairs the insurance company will not cover - they paid to repaint the walls but not the ceilings - I had to pay for this They will not pay for handles for the new cabinets and they will not pay for the last week of boarding my dog because they consider it "Habitable" It may be for a little oldwidow who has tea and tost for brekfast It is not for me and a pund puppy
This response is addressed to the following parties involved: The customer in reference informed us in November that the shelf in the freezer compartment of the refrigerator he had purchased months prior was damaged and the salesman he spoke with told the customer we would order him a new shelf
free of chargeThe salesman did not get back with the parts department to get the shelf orderedA month later the customer came in to check on the status of the orderWe did not have any information on file regarding the part because we had not placed the order when he first requestedWe told the customer about the confusion and proceeded to get the part ordered that same day through our sales representativeWhen parts are ordered through our sales representative it takes longer than to receive the partSince the refrigerator is also a newer model, the manufacturer does not always have specific parts readily available, some parts must be made to orderThe customer continued to check in on his order over the next month and a half to which we informed him that his part was still on back order and we did not have a way to track it at the time, but we would call him as soon as his part came inThe customer’s order was delivered in late February and the customer stated he picked the shelf up on 3/10/
Thank you for giving us the opportunity to respond to this reportCarmona’s Appliance center takes customer service very seriously and does everything possible to take care of our customersMrs*** did purchase a Whirlpool dish washer from our store on July 15, The unit was then
delivered, day later, to her home and installer on July 25, by our installation teamOur installers ran the dishwasher to test for any leaks, defects, etc., which tested without flawThe date of the installation is the start of the one-year manufacture warranty covered by WhirlpoolThis warranty covers all mechanical failure or damages done by those failuresMrs*** called our service department August 1, to set up an appointment for her dishwasher, which was dated August 3, On this day the technician arrived at Mrs*** home to find that the dishwasher had failed mechanicallyWhich, just as I described, would be covered under WhirlpoolThe pump and motor assembly has slipped out of position causing the unit to leak and lead to water damage. I was called out immediately by the technical on the jobWhen I arrived at the home shortly after Mrs*** had requested that we remove the unit from the hole to allow the flooring to dryWe did as she requested and I called Whirlpool right away to inform them of the mechanical failure and damage that had been done to her homeAt this time Mrs*** was also put in contact with Whirlpool to discuss how the property damage claim would take placeI later checked in with Mrs***, she informed me she completed and sent all of the proper paperwork to move forward with her claimAlthough, Whirlpool claims they have not, to this day, received the paperworkI got in contact with Mrs*** again to discuss where the paperwork had been sent, she informed me she sent it to Whirlpool and had also submitted a claim with her insurance company on top of the Whirlpool claim We acknowledge and understand Mrs*** has endured a lot of frustration and stress from the situation which is why we refunded her entirelyOn August 24, we refunded Mrs*** for all of the following purchasesDishwasher, Extended warranty, Dishwasher kit, and labor to install the dishwasherSince this time, I have tried to come in contact with Mrs*** to make sure she was being taken care ofI have not received any form of contact in return Regards, *** *** Service Manager Carmona’s Appliance Center Mistletoe Lane, Redding CA
To whom it may concern, Thank you for giving us another opportunity to respond to this new complaintIn the middle of October we had submitted our first response stating we had done everything possible to take care of Mrs*** through her hardship that she endured when her dishwasher had leaked in her kitchen causing damagedThe leak had been caused by the motor and the pump assembly separating and allowing water to escapeThis is 100% a factory defect On August 3, our technician arrived at Mrs*** with a dishwasher installerWe immediately removed the unit from the kitchen so the flooring could dry outWe took the unit back to the store, on request of Mrs***This is the only service call we have responded to at Mrs*** home on her dishwasher I following all of the proper procedures to help this customer file a claim with WhirlpoolAt one point, weeks later, Whirlpool said they have never received the proper claim paperwork from Mrs***We also had never received proper paperworkMrs*** was refunded all of the money related to this dishwasher purchaseWe hope her insurance company takes good care of her here on outWe wish her the best Sincerely Carmona’s Appliance Center
I regret that I am unable to access previous e-mails including Carmona's response I did read this response but it and my own original complaint appear to have disappeared From what I remember in reading Carmona's response is that they are claiming I never contacted Whirlpool I did did send them the complaint forms regarding their product I also gave a copy of this to Carmona's The dishwasher was defective Carmona's made two service calls and told me the dishwasher was fine I made several calls to them and was told to hit the restart button as water was running through the machineThe dishes were not getting clean and the powder packets were not dissolvingI told them thisThey sent a different tech out we said the motor had fallen out The service manager and the original tech then came out and removed the dishwasher They did not remove it so my floors would dry out...it took a week with industrial fans to dry the walls, cabinets, and floors....all of which had to be replaced It was not Whirlpool who told me the washer was fine and to keep running it or did three test runs on it It was Carmona'sI've been down to their store three times in person because they billed me for the washer which they had sent back to Whirlpool, a service contract, and a service call They said they were going to repair the washer and I told them I had bought a new washer not a repaired oneI had contacted my attorney who told me to have my home insurance deal with them I was out of my home from August through October I was able to stay with family in that I am diabetic, gluten intolerant and years old My children did not want me in a motel Nevertheless I had to go to my home before and after work (I work full time still) in order to care for the cats, the pool and waterMy dog is still in boarding and I am still unpacking boxes and trying to put my house in orderI needed new cabinets, new flooring in the kitchen, living room, dining room T he repair crew had to rip out a damaged wallI want Carmona's to pay my $1,deductible and to cover repairs the insurance company will not cover - they paid to repaint the walls but not the ceilings - I had to pay for this They will not pay for handles for the new cabinets and they will not pay for the last week of boarding my dog because they consider it "Habitable" It may be for a little oldwidow who has tea and tost for brekfast It is not for me and a pund puppy