I am rejecting this response because:
I found the exact tile of my floor and sent the link to the adjuster, I received no response. When looking at what the insurance adjuster has included in her settlement, she has not included the cost of the plumber to move the toilet, the gas dryer, or the vanity (the tile goes under the vanity). I did my due diligence. I received an estimate for installation from Lowes and what their insurance has paid isn't even enough to cover installation, no matter what the tile is. I have no problem providing both the estimate from Lowes, the information from the company's insurance adjuster, and the the link to the matching tile from Menard's
I am rejecting this response because: Because there was no new control board installedWhile *** was working on the washer, he manage to break other partsThis where the additional broken come from is their technicianThere has a huge misunderstanding, the only thing I want is for my washer to be repaired so I can wash in the comfort of my on homePlease have representative from chambers to contact me as soon as possibleAt no cost to meI was approve for pre-authorization by *** from whirlpool to have my washer repairedAccusation of me being a liar is upsetting, I am not a liar I am a disappointed consumerOn April 18,I waited for the technicians to come, I continually called the office no one called or came on that dayI waited and waitedThe office closed at 6pm so once again my washer did not get repairedPlease have them to make contact with me so we can get this issue resolve Mrs*** Jones-McCain
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12380935, and find that this resolution is satisfactory to me
I am rejecting this response because: They came out to fix the washer, but the part was defective and they will reorder the part and will be back out on the 15th of May
Below is a copy of the e-mail correspondence from 09/15/2017. We answered her question within 45 minutes.Thank you, Sheryl Chambers From: [redacted] Sent: Friday, September 15, 2017 4:10 PM To: 'Jessica [redacted] Subject: RE: Information requested Mrs. [redacted], Yes, you can send those documents to this email. Thank you. Erica BuffingtonOffice ManagerChambers Services1102 W MacArthur AveBloomington, IL 61701309.829.6750 From: Jessica [redacted] [mailto:jlyn[redacted]@gmail.com] Sent: Friday, September 15, 2017 3:13 PM To: Erica Buffington Subject: Information requested Good afternoon.Ms. Chambers has requested information regarding my floor and my received estimates. Should I send that to this email address or another address? Or should I send it hard copy by USPS to a specific address?Thank you.Jessica [redacted]
As indicated in my earlier responses, we are happy to complete the repair for Ms. [redacted]. We communicated that to her 24th and repeated our offer today. She is on our schedule for tomorrow morning. Thank you, Sheryl Chambers
Initial Business Response /* (1000, 5, 2016/03/08) */
March 8, 2016
Dispute Resolution Department
Case Manager/Dispute Resolution
Revdex.com Complaint Department
Complaint Case #: XXXXXXXX
Consumer: [redacted]
Case Opened: XXXX-XX-XX
I am the office manager for Chambers Services, and I...
have never spoken with this person. I'm not sure where the comments she attributed to me came from. That is not something one of our employees would say to a customer.
We were contacted by the manufacturer; Frigidaire on November 2, 2015 that service was requested by the consumer, [redacted] on her eleven month old Frigidaire refrigerator.
After confirming the issues present with the customer, we ordered the parts necessary to complete the repair and scheduled a technician to install the parts on November 5th. While the technician was there, he discovered an additional shelf was broken and also needed replaced. This part was ordered and we again scheduled the technician to return on November the 17th. Everything was completed that day and we filed a warranty claim with the manufacturer the next business day for a total of $239.98 parts and labor.
The manufacturer covered $139.98 of the repair but rejected $100 due to some parts that they considered "cosmetic" and not covered under the customers warranty. It's clearly stated in the receipt that we leave with every consumer that "If for any reason the manufacturer does not remit payment for the claim, the customer is responsible for the remaining bill."
We sent invoices for the remaining balance on November 30th, December 15th, and January 15th. We received our first response via phone call on January 16th. Mrs. [redacted] wanted us to come and take the parts off and return them to Frigidaire. We explained that we can't return used parts and requested payment of the remaining balance. She refused and continued to insist that we come back out and remove the parts.
Due to the fact that this issue has been ongoing for more than four months, and the consumer, nor the manufacturer will alter their stance, I am going to write this balance off and close the file.
Let me know if there is any further action that I need to take.
Sincerely,
[redacted]
Manager, Chambers Services Inc
April 28, 2017 Thank you for allowing me to respond to Ms. [redacted]’s concerns. While I certainly understand her frustration with her repair experience, our company has worked diligently to accommodate her schedule and to repair her washer. The washer was put through...
diagnostics on the first visit and the manufacturer was called as is proper procedure. The indicated parts were ordered and a return visit was scheduled. During the return visit, the new control board was installed. Upon retesting the unit to assure proper function, it was determined that a bad gear case was causing the error rather than the control board. It may seem that a certified and experienced repair technician will be able to find the source of any problem easily. This is not the case. A spinning or draining issue can be caused by many different factors and the technician is trained to not only diagnose through tests, but also to communicate with the manufacturer. This was done at each visit. When our technician came out to install the gear case, he discovered additional broken parts he would not have been able to see had he not removed the hub retainer, which did break. This can sometimes happen when parts are lodged into place due to wear over time (the purchase date on record is March 28, 2015). Ms. [redacted] indicated during at least two of her several calls to our office that she had authorization for labor for this repair. Initially, her washer repair was not covered at all. She obtained a parts authorization, for which we were given the required autho number. Ms. [redacted]’ subsequent claims that she was given additional labor authorization could not be verified. Our technician spent time in Ms. [redacted]’ home attempting to verify the repair authorization she said she had been given by Whirlpool/Maytag. He could only verify the original parts authorization. No-one at Whirlpool had a record that Ms. [redacted] had been given labor authorization. The technician remained in her home until late in the evening, attempting to resolve the repair and verify warranty authorization. He did request help for the return visit once the additional parts were received. This was scheduled for April 18th. In the meantime, Ms. [redacted] called to communicate her displeasure with the service she had received and to demand appointment times. We offered her the first available time once parts were obtained. Mrs. [redacted] was scheduled for the last available anticipated time window for April 18th. Two technicians’ schedules were coordinated in order to facilitate the repair. One technician experienced a flat tire enroute to her home. Because two techs were needed for this visit, the appointment needed to be delayed. However, our technicians would have been able to arrive within 45 minutes of the promised time frame and would have been able to complete the repair. This did not happen because the customer refused to allow us to complete the repair. She cancelled and indicated she would be contacting Whirlpool. We closed the ticket on April 21st because Ms. [redacted] stated she did not want us to return. After we read her description to the Revdex.com, we thought perhaps we had misunderstood, as she indicated in her complaint that we refused to repair her washer. We contacted her to assure her we still had the parts she needed and would be happy to schedule her repair at her convenience. She refused to discuss rescheduling and only instructed us to take it up with the Revdex.com. I think it is clear Ms. [redacted] had a frustrating experience. However, our office was responsive when she called, polite when she vented her frustrations and demanded appointments we were either unable to meet (parts not in at the time) or knew nothing about (stemming from her understanding of conversations she had with the manufacturer’s customer service representative). Our technician worked well beyond his normal working hours in order to resolve her washer’s issues. At no point did we confirm an appointment and fail to keep that appointment. When she called asking for the tech’s arrival time, our office gave her an estimate to the best of their ability, along with a reminder that we have no way of knowing how long each service appointment will take, so we cannot give an exact time of arrival until the technician is on his way. At no point have we communicated our unwillingness to complete the repair needed to restore Ms. [redacted]’ washer to working condition. It is my understanding that Ms. [redacted] believes she was mistreated because she was inconvenienced. It is our goal to reduce and, when possible, eliminate our customers’ inconveniences. We never want our customers to be unhappy with their service experience. We stand by our work and our employees and take pride in our customer service practices. While I appreciate Ms. [redacted]’ frustration, I believe the reasonable resolution to her complaint is completion of the repair which would restore her washer to working condition. Thank you, Sheryl Chambers Chambers Services 309-829-6750
It is our understanding that our insurance company reimbursed the customer for replacement cost matching the value of the floor material she had when damage occurred. It is our understanding that the customer chose to upgrade the flooring material. We certainly want to restore our...
customer's damaged property to the condition it was in before damage occurred. We believe the reimbursement by our carrier did just that. We certainly believe that our customer should be free to replace the damaged floor with any material she chooses. However, we feel responsible for replacing the same quality flooring that was damaged. While we regret that our customer feels we should reimburse her for the upgraded material, we trust our insurance adjuster and feel we have made reasonable restitution for the damage our technician caused. Should you feel more information is needed, we are happy to forward a request to our insurance adjuster. Thank you for allowing us to respond.
Initial Business Response /* (1000, 5, 2015/08/26) */
The customer contacted our office at 5:57 on a Friday evening and spoke with our employee. We contacted the customer the business day following her request to rush her part order. Our office manager apologized to our customer for her negative...
experience with our employee and assured her that the part would be overnighted. We overnighted the part and scheduled a return visit. Our technician has since deemed the compressor non-repairable and the unit is in review with the manufacturer for replacement. We hope that our customer understands that steps must be followed when condemning an appliance. Cost effective repairs must be attempted first. We have been in contact with both the manufacturer and the customer, working to facilitate this process. Our customer has expressed satisfaction to us regarding her overall experience with our office.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I understand there are procedures that must be followed, however when I was asking why this was overlooked the past 3 times someone had been here I got no response. Unfortunantly I got an employee that wanted to leave on a Friday night that did not apologize and stated well I don't see any of those parts oh maybe 3 in Kentucky. When I asked if they would overnight he told me I had to take that up with my warranty company. The rest of the employees there were great however one employee can set a terrible example. I returned the call Monday they did not call me first. I worked with the person answering the phone and she aplogized. I appreciate their help but disappointed it took 4 1/2 weeks and still have no fridge.
I am rejecting this response because:I am not rejecting this response. I am asking for information on where to send the information requested. An email address or a snail mail address, please.
We regret that Ms. [redacted] is dissatisfied with the reimbursement offered by our insurance carrier. Although our policy is to turn damages in to our insurance carrier and trust their expertise and professionalism, we also want our customers to feel they have been fairly treated and we are willing to reach out to our carrier on her behalf. I would like to invite Ms. [redacted] to give us copies of her estimates, as well as any photos she took for the adjuster. I will then contact our insurance company and see if there was a misunderstanding. I hope this is a satisfactory step toward resolution of Ms. [redacted]s concerns. Sincerely, Sheryl Chambers
I am rejecting this response because:
I found the exact tile of my floor and sent the link to the adjuster, I received no response. When looking at what the insurance adjuster has included in her settlement, she has not included the cost of the plumber to move the toilet, the gas dryer, or the vanity (the tile goes under the vanity). I did my due diligence. I received an estimate for installation from Lowes and what their insurance has paid isn't even enough to cover installation, no matter what the tile is. I have no problem providing both the estimate from Lowes, the information from the company's insurance adjuster, and the the link to the matching tile from Menard's
I am rejecting this response because: Because there was no new control board installedWhile *** was working on the washer, he manage to break other partsThis where the additional broken come from is their technicianThere has a huge misunderstanding, the only thing I want is for my washer to be repaired so I can wash in the comfort of my on homePlease have representative from chambers to contact me as soon as possibleAt no cost to meI was approve for pre-authorization by *** from whirlpool to have my washer repairedAccusation of me being a liar is upsetting, I am not a liar I am a disappointed consumerOn April 18,I waited for the technicians to come, I continually called the office no one called or came on that dayI waited and waitedThe office closed at 6pm so once again my washer did not get repairedPlease have them to make contact with me so we can get this issue resolve Mrs*** Jones-McCain
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12380935, and find that this resolution is satisfactory to me
I am rejecting this response because: They came out to fix the washer, but the part was defective and they will reorder the part and will be back out on the 15th of May
Below is a copy of the e-mail correspondence from 09/15/2017. We answered her question within 45 minutes.Thank you, Sheryl Chambers From: [redacted] Sent: Friday, September 15, 2017 4:10 PM To: 'Jessica [redacted] Subject: RE: Information requested Mrs. [redacted], Yes, you can send those documents to this email. Thank you. Erica BuffingtonOffice ManagerChambers Services1102 W MacArthur AveBloomington, IL 61701309.829.6750 From: Jessica [redacted] [mailto:jlyn[redacted]@gmail.com] Sent: Friday, September 15, 2017 3:13 PM To: Erica Buffington Subject: Information requested Good afternoon.Ms. Chambers has requested information regarding my floor and my received estimates. Should I send that to this email address or another address? Or should I send it hard copy by USPS to a specific address?Thank you.Jessica [redacted]
As indicated in my earlier responses, we are happy to complete the repair for Ms. [redacted]. We communicated that to her 24th and repeated our offer today. She is on our schedule for tomorrow morning. Thank you, Sheryl Chambers
Initial Business Response /* (1000, 5, 2016/03/08) */
March 8, 2016
Dispute Resolution Department
Case Manager/Dispute Resolution
Revdex.com Complaint Department
Complaint Case #: XXXXXXXX
Consumer: [redacted]
Case Opened: XXXX-XX-XX
I am the office manager for Chambers Services, and I...
have never spoken with this person. I'm not sure where the comments she attributed to me came from. That is not something one of our employees would say to a customer.
We were contacted by the manufacturer; Frigidaire on November 2, 2015 that service was requested by the consumer, [redacted] on her eleven month old Frigidaire refrigerator.
After confirming the issues present with the customer, we ordered the parts necessary to complete the repair and scheduled a technician to install the parts on November 5th. While the technician was there, he discovered an additional shelf was broken and also needed replaced. This part was ordered and we again scheduled the technician to return on November the 17th. Everything was completed that day and we filed a warranty claim with the manufacturer the next business day for a total of $239.98 parts and labor.
The manufacturer covered $139.98 of the repair but rejected $100 due to some parts that they considered "cosmetic" and not covered under the customers warranty. It's clearly stated in the receipt that we leave with every consumer that "If for any reason the manufacturer does not remit payment for the claim, the customer is responsible for the remaining bill."
We sent invoices for the remaining balance on November 30th, December 15th, and January 15th. We received our first response via phone call on January 16th. Mrs. [redacted] wanted us to come and take the parts off and return them to Frigidaire. We explained that we can't return used parts and requested payment of the remaining balance. She refused and continued to insist that we come back out and remove the parts.
Due to the fact that this issue has been ongoing for more than four months, and the consumer, nor the manufacturer will alter their stance, I am going to write this balance off and close the file.
Let me know if there is any further action that I need to take.
Sincerely,
[redacted]
Manager, Chambers Services Inc
April 28, 2017 Thank you for allowing me to respond to Ms. [redacted]’s concerns. While I certainly understand her frustration with her repair experience, our company has worked diligently to accommodate her schedule and to repair her washer. The washer was put through...
diagnostics on the first visit and the manufacturer was called as is proper procedure. The indicated parts were ordered and a return visit was scheduled. During the return visit, the new control board was installed. Upon retesting the unit to assure proper function, it was determined that a bad gear case was causing the error rather than the control board. It may seem that a certified and experienced repair technician will be able to find the source of any problem easily. This is not the case. A spinning or draining issue can be caused by many different factors and the technician is trained to not only diagnose through tests, but also to communicate with the manufacturer. This was done at each visit. When our technician came out to install the gear case, he discovered additional broken parts he would not have been able to see had he not removed the hub retainer, which did break. This can sometimes happen when parts are lodged into place due to wear over time (the purchase date on record is March 28, 2015). Ms. [redacted] indicated during at least two of her several calls to our office that she had authorization for labor for this repair. Initially, her washer repair was not covered at all. She obtained a parts authorization, for which we were given the required autho number. Ms. [redacted]’ subsequent claims that she was given additional labor authorization could not be verified. Our technician spent time in Ms. [redacted]’ home attempting to verify the repair authorization she said she had been given by Whirlpool/Maytag. He could only verify the original parts authorization. No-one at Whirlpool had a record that Ms. [redacted] had been given labor authorization. The technician remained in her home until late in the evening, attempting to resolve the repair and verify warranty authorization. He did request help for the return visit once the additional parts were received. This was scheduled for April 18th. In the meantime, Ms. [redacted] called to communicate her displeasure with the service she had received and to demand appointment times. We offered her the first available time once parts were obtained. Mrs. [redacted] was scheduled for the last available anticipated time window for April 18th. Two technicians’ schedules were coordinated in order to facilitate the repair. One technician experienced a flat tire enroute to her home. Because two techs were needed for this visit, the appointment needed to be delayed. However, our technicians would have been able to arrive within 45 minutes of the promised time frame and would have been able to complete the repair. This did not happen because the customer refused to allow us to complete the repair. She cancelled and indicated she would be contacting Whirlpool. We closed the ticket on April 21st because Ms. [redacted] stated she did not want us to return. After we read her description to the Revdex.com, we thought perhaps we had misunderstood, as she indicated in her complaint that we refused to repair her washer. We contacted her to assure her we still had the parts she needed and would be happy to schedule her repair at her convenience. She refused to discuss rescheduling and only instructed us to take it up with the Revdex.com. I think it is clear Ms. [redacted] had a frustrating experience. However, our office was responsive when she called, polite when she vented her frustrations and demanded appointments we were either unable to meet (parts not in at the time) or knew nothing about (stemming from her understanding of conversations she had with the manufacturer’s customer service representative). Our technician worked well beyond his normal working hours in order to resolve her washer’s issues. At no point did we confirm an appointment and fail to keep that appointment. When she called asking for the tech’s arrival time, our office gave her an estimate to the best of their ability, along with a reminder that we have no way of knowing how long each service appointment will take, so we cannot give an exact time of arrival until the technician is on his way. At no point have we communicated our unwillingness to complete the repair needed to restore Ms. [redacted]’ washer to working condition. It is my understanding that Ms. [redacted] believes she was mistreated because she was inconvenienced. It is our goal to reduce and, when possible, eliminate our customers’ inconveniences. We never want our customers to be unhappy with their service experience. We stand by our work and our employees and take pride in our customer service practices. While I appreciate Ms. [redacted]’ frustration, I believe the reasonable resolution to her complaint is completion of the repair which would restore her washer to working condition. Thank you, Sheryl Chambers Chambers Services 309-829-6750
It is our understanding that our insurance company reimbursed the customer for replacement cost matching the value of the floor material she had when damage occurred. It is our understanding that the customer chose to upgrade the flooring material. We certainly want to restore our...
customer's damaged property to the condition it was in before damage occurred. We believe the reimbursement by our carrier did just that. We certainly believe that our customer should be free to replace the damaged floor with any material she chooses. However, we feel responsible for replacing the same quality flooring that was damaged. While we regret that our customer feels we should reimburse her for the upgraded material, we trust our insurance adjuster and feel we have made reasonable restitution for the damage our technician caused. Should you feel more information is needed, we are happy to forward a request to our insurance adjuster. Thank you for allowing us to respond.
Initial Business Response /* (1000, 5, 2015/08/26) */
The customer contacted our office at 5:57 on a Friday evening and spoke with our employee. We contacted the customer the business day following her request to rush her part order. Our office manager apologized to our customer for her negative...
experience with our employee and assured her that the part would be overnighted. We overnighted the part and scheduled a return visit. Our technician has since deemed the compressor non-repairable and the unit is in review with the manufacturer for replacement. We hope that our customer understands that steps must be followed when condemning an appliance. Cost effective repairs must be attempted first. We have been in contact with both the manufacturer and the customer, working to facilitate this process. Our customer has expressed satisfaction to us regarding her overall experience with our office.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I understand there are procedures that must be followed, however when I was asking why this was overlooked the past 3 times someone had been here I got no response. Unfortunantly I got an employee that wanted to leave on a Friday night that did not apologize and stated well I don't see any of those parts oh maybe 3 in Kentucky. When I asked if they would overnight he told me I had to take that up with my warranty company. The rest of the employees there were great however one employee can set a terrible example. I returned the call Monday they did not call me first. I worked with the person answering the phone and she aplogized. I appreciate their help but disappointed it took 4 1/2 weeks and still have no fridge.
I am rejecting this response because:I am not rejecting this response. I am asking for information on where to send the information requested. An email address or a snail mail address, please.
We regret that Ms. [redacted] is dissatisfied with the reimbursement offered by our insurance carrier. Although our policy is to turn damages in to our insurance carrier and trust their expertise and professionalism, we also want our customers to feel they have been fairly treated and we are willing to reach out to our carrier on her behalf. I would like to invite Ms. [redacted] to give us copies of her estimates, as well as any photos she took for the adjuster. I will then contact our insurance company and see if there was a misunderstanding. I hope this is a satisfactory step toward resolution of Ms. [redacted]s concerns. Sincerely, Sheryl Chambers