Carmona's Appliance Center

To whom it may concern,   Thank you for giving us another opportunity to respond to this new complaint. In the middle of October we had submitted our first response stating we had done everything possible to take care of Mrs. [redacted] through her hardship that she endured when her dishwasher had leaked in her kitchen causing damaged. The leak had been caused by the motor and the pump assembly separating and allowing water to escape. This is 100% a factory defect.   On August 3, 2016 our technician arrived at Mrs. [redacted] with a dishwasher installer. We immediately removed the unit from the kitchen so the flooring could dry out. We took the unit back to the store, on request of Mrs. [redacted]. This is the only service call we have responded to at Mrs. [redacted] home on her dishwasher.    I following  all of the proper procedures to help this customer file a claim with Whirlpool. At one point, weeks later, Whirlpool said they have never received the proper claim paperwork from Mrs. [redacted]. We also had never received proper paperwork. Mrs. [redacted] was refunded all of the money related to this dishwasher purchase. We hope her insurance company takes good care of her here on out. We 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 machine. The dishes were not getting clean and the powder packets were not dissolving. I told them this. They 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's. I'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 one. I had contacted my attorney who told me to have my home insurance deal with them.  I was out of my home from August 28 through October 11. I was able to stay with family in that I am diabetic, gluten intolerant and 76 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 water. My dog is still in boarding and I am still unpacking boxes and trying to put my house in order. I needed new cabinets, new flooring in the kitchen, living room, dining room.  T he repair crew had to rip out a damaged wall. I want Carmona's to pay my $1,000 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 105 pund puppy.

Review: 12-06-12 to 01-17-14 all items baked in this oven- cakes, cookies, or casseroles had to be disposed of each was the center of each item was runny and the bottom of each was very dark or burned. When Cakes were taken out of pans-they collapsed in many pieces. Moving the rack from #1 up to #2,#3 or #4 did not help the situation. On 10-3-2013 Camrona's office called =-asked me to call Whirlpool office, they had me call A&E . A&E service man came the next day 10-31-13 and found the oven was et 50 degrees too high, on 11-12-13 replaced and on 12-12-13 the sensor was replaced, on 12/21/13 the control panel was replaced. A&E has really worked to fix the problem. On 01/09/14, A&E directive to me was -"I think you need a new oven". Desired Settlement: For Carmona's to give me a new oven of my choice. This is the first problem I have had with any of the 8 appliances I have bought from Carmona's.

Business

Response:

[redacted] Service Manager, Carmona's Appliance Center 905 Mistletoe Ln. Redding CA 96002 530-222-2288 [redacted] February 3, 2014

Revdex.com 3075 Beacon Blvd West Sacramento, CA 95691

To whom it may concern:

This letter is in response to case ID [redacted]. Mrs. [redacted] purchased her unit on 12/3/12. We received the first complaint of "burning everything" on 12/13/12. Our tech found that the temperature sensor tested within factory parameters and when the oven was set at 350 degrees Fahrenheit the actual temperature was 370 degrees, this is after 20 minutes of preheat time. The factory standards are any temperatures within 35 degrees is considered acceptable. However we went ahead and calibrated the electronic control to drop actual temperature by 20 degrees. On 5/23/13 we received a call back from Mrs. [redacted] stating the unit was still not cooking correctly. We went back out and tested the sensors ohms at both room temperature and at 400*f, both tests were good, we also verified our findings with the factory tech line assistance. On 6/24/13 Mrs. [redacted] called back with the same complaint. As per factory direction we took refrigerator biscuits to the house. This allows us to cook food with an emulsified recipe, we preheated the oven for 20 minutes, put the biscuits in for 13 minutes of the recommended 12-15 minutes. The biscuits were cooked to what the technician considered the proper level. As there was no defect found we could not file this as a warranty call so we no-charged this call as a courtesy to our customer. The next time we heard from Mrs. [redacted] was on 10/29/13. At this time we informed the customer that as per her warranty, if we came out again and found nothing wrong we would have to charge her a $60.00 trip charge as we had come out 3 times already with nothing wrong found, The customer was not happy with that so we suggested she call the manufacturer's customer service line. At this point, in 3 trips, we had not found anything outside factory parameters, a customer complaint of burning food is hard to prove due to the inconsistencies of homemade recipes, that is why we can only use a known recipe (refrigerator biscuits) to test this complaint. When the customer called Whirlpool they sent a different service company out for a second opinion, it is my understanding that they came to the same conclusion but put parts in as an attempt to repair. I cannot speak to what was actually done as this is just what the customer told me when she came in to our store asking for a new unit.

Once another service company is involved, Whirlpool does not allow me to request an exchange, it has to be done by the current servicing company. With the findings that we had up to this point, we did not have any data to show the manufacturer that there was anything wrong with the unit that would warrant an exchange. If A&E has found anything that would warrant an exchange then it is their responsibility to notify Whirlpool that the unit is unrepairable, without the servicing company giving Whirlpool that information we cannot take any further action to try anc help our customer.

After receiving the complaint filed to Revdex.com we again contacted the manufacturer to have them check on the work that A&E had completed and see if the unit now qualified for an exchange, below is a copy of the response we received:

Date: February 7, 2014, 12:55:49 PM PST

To: [redacted]

Subject: RE: Customer [redacted] SR# [redacted]

Reply-To: [redacted]

Looks like the last service call was completed and they purchased an ESP (extended service plan) with A&E.

11/12/2013 A&E Factory-BURNING FOOD 56500 SENSOR REPLACE AC/BYY/124 INSTALLED NEW HOSE AND CONNECTOR ALL CHECK OK NO LEAKS SOLD 1 YR. ON COOKTOP OVEN REFRIG. FOR $200.45 W10131825 SENSOR; RTD; WAKO

According to all the notes I don't see a manufactures defect. The temps are within parameters and biscuit tests show that is consistent with the tech's diagnosis. Since she is now out of warranty she can schedule thru her ESP with A&E or we can schedule service with someone else and cover the call. This would be a one-time only goodwill.

Trade Customer Support TCS-

Service Single Point Of Contact (SPOC)

Consumer

Response:

This letter is in response to case ID [redacted] about a whirlpool oven purchased 12-3-12 at Carmona's from the first time the oven was used everything burned black. I ended up throwing away $475.00 from 12-3-12 and about $500.00 + in 2013 and to the present time 2-20-2014. When the A & E service men came and found right away that the unit had been set 50 degrees too hot. I moved the racks up from 1-2 to racks 3-4 as the back had listed and lower the temp. This didn't change the problem and still not having a satisfactory and edible cookie or other food item. Each item ended up thrown away and at a last of 475.00 in 2012 and even more in 2013-2014. No mention was made by Carmona's servicemen to change the temp. A & E replaced the sensor two different time, due to the temp going up again. During the last time

A & E came the control panel was replaced. A&E had me make the same chocolate chip recipe (a Betty Crocker recipe) each time. Now if the temp is adjusted to a lower degree-you have to keep waiting to hope that the cookie or other item will be somewhat edible. I do a lot of baking for various activities, but haven't been able to fulfill the requests. This is a real problem, especially since I can not depend on the end results. The factory standards within 35 degrees is differentially not acceptable no matter what you are baking-the item would either be black or under cooked depending how the oven was set. I have been more than satisfied with the other seven appliances I have purchased at Carmona's. Please refer to the last item on your letter dated 11-12-2013. The new hose and connector were for the dishwasher and not the oven. Not until I was having this problem did the lady in the office tell me that I had bought a year old oven and I shouldn't had a warranty on it and I should have paid for the three times the servicemen came out. I told her I bought a new oven and if it had been sitting on the shelf-the-sales-man should have told me and I would have purchased another one instead. Under the circumstances-having been a good customer for a number of years-the problem with this one item, it would be to Carmona's benefit to replace the oven-one of my choice, rather than loose more customers because of this.

Review: purchased a Maytag automatic washer December 2014. July 2015 washer started the fill cycle but shut itself off before that cycle could finish. I could not get it to rinse or spin. I called Carmonas for repair, they would have a representative call me back with a repair date. It was (1) week later and no call. I contacted and a representative to come out the following day. He turned off the circuit board, pushed some buttons and got it to rinse but did not stay beyond that cycle assuming he had fixed the problem, unfortunately it rinsed (drained the water), but would not go to the next spin cycle. The machine is stuck in-between cycles. since the lid locks I cant see what goes on but I can hear the motor start then clicks back off. The service rep said I needed training on the machine although I had been using the machine for the previous 7 months without a problem. I called back to report the issue and never could get someone to call me back. I spoke to ([redacted]) and he said ([redacted]) would get back to me, he never did. I called the office but I never got anyone to respond, another week went by and a service tech was dispatched to the house and said it was a faulty circuit board that needed to be replaced, he would order one and we would be contacted when the part came in. Days later I had to call to see if the part was in. After putting me on hold to check the status, he returned to say the part was in but it would be another (7) days before they would be out for repair. I called to speak to the manager and was given voicemail for ([redacted]. I called back insisting to speak with someone and was transferred to([redacted],I explained that 20 days had passed since my first contact for repair and that 7 days further was out of the question, could they respond sooner. It was Monday morning and ([redacted]assured me a service person would be by early on Wednesday (2 days later) in the morning. Its Wednesday afternoon 3:00, I am still waiting to hear from Carmonas. The repair man never showed and no call.Desired Settlement: The washer has a (1) year warranty. I have (5)months before my warranty expiration although at this point I would pay a repair cost. The problem is "I cant get Carmonas to call me back". I would like to be given a date for repair that is not 2 weeks away. I understand people are busy although (2) failed service calls to my home and literally a month later, I am still waiting and my problem has yet to resolved. I seriously can not get anyone at Carmonas to effectively honor the service warranty.

Review: Returned item, told a check would be sent for refund amount next week.

I was sent a letter telling me our 'fridge needed it's filter replaced. Letter was sent from Whirlpool. Since we bought our fridge from Carmonas, I went there to purchase the filter on June 3. I paid for this item with a check. Over the weekend, we discovered that our model does not have a filter. Today, June 17, I returned the filter and was told that they would send me a check next week for the amount. I questioned this, the answer I got was something along the lines of "it's Monday, we don't have that kind of $ in the till this early on in the week. The item was under $40. I had no choice but to leave the store without my $. Desired Settlement: Refund full amount immediately.... perhaps interest!

Business

Response:

Business' Initial Response

Contact Name and Title: [redacted] Manager

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@CarmonasHomeAppliances.com

Mrs. [redacted] also submitted a complaint via our website the evening of the 17th. Below is a copy of her email and our response. She was refunded by check in less than 24hours from the return of the product she purchased. Our policy is to never refund cash as we only keep a small amount on hand to make change. The bulk of our daily transactions are by bankcard or check, there may be days we take in no cash at all. We believe this matter is resolved and was done so in a timely manner.

[redacted]'s complaint:

Inquiry from Website

You have received the following inquiry:

Contact Name: [redacted]

Message: I find it not acceptable that I bought something on 6/3, paid for with check, returned item on 6/17 and you say you will send me a check next week. My $ should have been refunded to me immediately. This is not good business. Excuse I was given: It's Monday and we don't have that kind of $ in our till... it was about 1:30 PM and under $40. Not right at all. How is this okay?

Our response:

[redacted],

I am sorry for any inconvenience this has caused you. Unfortunately we keep a small amount of cash on hand to make change and it is our policy to not refund cash.

Generally, if your payment is made by check we have to wait 5-7 days for the check to clear the bank processing system before we will refund. Your check was cut this morning and has already went out in today's mail. Our employees are instructed to let you know it may take up to a week to allow for processing and mailing. You should be receiving the refund in the mail in the next couple of days. Again we apologize for any inconvenience this may have caused you and appreciate your business.