Initial Business Response / [redacted] (1000, 5, 2015/08/26) */ The customer contacted our office at 5:on a Friday evening and spoke with our employeeWe contacted the customer the business day following her request to rush her part orderOur office manager apologized to our customer for her negative experience with our employee and assured her that the part would be overnightedWe overnighted the part and scheduled a return visitOur technician has since deemed the compressor non-repairable and the unit is in review with the manufacturer for replacementWe hope that our customer understands that steps must be followed when condemning an applianceCost effective repairs must be attempted firstWe have been in contact with both the manufacturer and the customer, working to facilitate this processOur customer has expressed satisfaction to us regarding her overall experience with our office Initial Consumer Rebuttal / [redacted] (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 times someone had been here I got no responseUnfortunantly 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 in KentuckyWhen I asked if they would overnight he told me I had to take that up with my warranty companyThe rest of the employees there were great however one employee can set a terrible exampleI returned the call Monday they did not call me firstI worked with the person answering the phone and she aplogizedI appreciate their help but disappointed it took 1/weeks and still have no fridge
Initial Business Response / [redacted] (1000, 5, 2016/03/08) */ March 8, Dispute Resolution Department Case Manager/Dispute Resolution Revdex.com Complaint Department Complaint Case #: XXXXXXXX Consumer: [redacted] Case Opened: XXXX- I am the office manager for Chambers Services, and I have never spoken with this personI'm not sure where the comments she attributed to me came fromThat is not something one of our employees would say to a customer We were contacted by the manufacturer; Frigidaire on November 2, 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 5thWhile the technician was there, he discovered an additional shelf was broken and also needed replacedThis part was ordered and we again scheduled the technician to return on November the 17thEverything was completed that day and we filed a warranty claim with the manufacturer the next business day for a total of $parts and labor The manufacturer covered $of the repair but rejected $due to some parts that they considered "cosmetic" and not covered under the customers warrantyIt'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 15thWe received our first response via phone call on January 16thMrs [redacted] wanted us to come and take the parts off and return them to FrigidaireWe explained that we can't return used parts and requested payment of the remaining balanceShe 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
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 thatWe 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 adjusterThank you for allowing us to respond
We regret that Ms [redacted] is dissatisfied with the reimbursement offered by our insurance carrierAlthough 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***s concernsSincerely, Sheryl Chambers
Initial Business Response / [redacted] (1000, 5, 2015/08/26) */ The customer contacted our office at 5:on a Friday evening and spoke with our employeeWe contacted the customer the business day following her request to rush her part orderOur office manager apologized to our customer for her negative experience with our employee and assured her that the part would be overnightedWe overnighted the part and scheduled a return visitOur technician has since deemed the compressor non-repairable and the unit is in review with the manufacturer for replacementWe hope that our customer understands that steps must be followed when condemning an applianceCost effective repairs must be attempted firstWe have been in contact with both the manufacturer and the customer, working to facilitate this processOur customer has expressed satisfaction to us regarding her overall experience with our office Initial Consumer Rebuttal / [redacted] (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 times someone had been here I got no responseUnfortunantly 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 in KentuckyWhen I asked if they would overnight he told me I had to take that up with my warranty companyThe rest of the employees there were great however one employee can set a terrible exampleI returned the call Monday they did not call me firstI worked with the person answering the phone and she aplogizedI appreciate their help but disappointed it took 1/weeks and still have no fridge
Initial Business Response / [redacted] (1000, 5, 2016/03/08) */ March 8, Dispute Resolution Department Case Manager/Dispute Resolution Revdex.com Complaint Department Complaint Case #: XXXXXXXX Consumer: [redacted] Case Opened: XXXX- I am the office manager for Chambers Services, and I have never spoken with this personI'm not sure where the comments she attributed to me came fromThat is not something one of our employees would say to a customer We were contacted by the manufacturer; Frigidaire on November 2, 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 5thWhile the technician was there, he discovered an additional shelf was broken and also needed replacedThis part was ordered and we again scheduled the technician to return on November the 17thEverything was completed that day and we filed a warranty claim with the manufacturer the next business day for a total of $parts and labor The manufacturer covered $of the repair but rejected $due to some parts that they considered "cosmetic" and not covered under the customers warrantyIt'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 15thWe received our first response via phone call on January 16thMrs [redacted] wanted us to come and take the parts off and return them to FrigidaireWe explained that we can't return used parts and requested payment of the remaining balanceShe 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
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 thatWe 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 adjusterThank you for allowing us to respond
We regret that Ms [redacted] is dissatisfied with the reimbursement offered by our insurance carrierAlthough 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***s concernsSincerely, Sheryl Chambers