Cocca's Appliances & Home Electronics

Complaint ID: [redacted] Casey Residence - Gas Slide In rangeCocca's AppliancesRailroad AveColonie, NY 12205###-###-####Complaint ID [redacted] Service was required due to a possible issue with a burner system, which it was revealed with the service call done on 12/12/that the factory had not tightened a fitting to the right front burner, located under the cooktop, which caused improper ignitionThe Appliance Man service company tightened this fitting on 12/12/14, rectifying that situationCommunication with customer was then received concerning a possible odd odor, and the fact that the customer no longer felt safe with the machine caused ordering manager, [redacted] , to call ourfactory representative to get the unit replacedThis conversation with both the customer and our Frigidaire representative occurred on 12/18/14.The customer R [redacted] was then concerned about having gas, stating she no longer felt safe with the current unit, and we received authorization to either replace the gas range with a new one, or with a new electric versionWe were told that the husband and wife needed to conferWe finally received notification on 12/20/that the customer indeed wanted to stay with a gas range, so the exchange was approved under that knowledge, submitted, ordered, and set of delivery for 12/23/14.From the time of the odor incident to the time of replacement happened very quickly, within days, and we had no objections to doing soIt was only delayed due to the fact the customer could not decide right away about whether they wanted an electric or gas unitThis was a factory flawed machine that a licensed technician fixed according to training and guidelines put forth by the factoryOnce the plastic smell occurred and we were notified we immediately offered the exchange of the unit.Sincerely, [redacted] Cocca's Appliances - Ordering Manager12/23/

To: Revdex.com
ATTN: ***
ID# ***
Enclosed are copies of the service reports perfonned for this customerThe manufacturer's warranty covers parts and labor for one year from the date of deliveryDuring the various service visits by our service
company, The Appliance Man, they were never able to get the washer to leak in support of this customer's complaint
For a period of two years after the end of the manufacturer's warranty, Cocca's covers parts and labor costs for repair at no charge to our customers under our inhouse customer protection plan for customers within our service areaWe have done this
We discussed replacement with the manufacturer, General Electric, on behalf of this customer but GE declined to replace a unit that could not be made to leak per the customer's complaint
Although he was under no obligation to do so, *** *** worked out an unoftlcial deal with his GE Representative to offer *** *** 70% of her original purchase price towar the purchase of any washer she chooses at our storeThis offer shall remam ope until September 25,
Sincerely Please not on each service report the consumer complaint and notes to the service mgr.*
*** ***
General Manager
Cocca's Appliances

Revdex.comAttn*** ***ID # ***Refrigerator gaskets are considered to be cabinet parts during this manufactures warranty and are not a part covered by warranty except in some special circumstancesThis Cocca's Extended protections plan, that we provide to our customers at
no charge to them, follows manufactures guidelines to determine covered parts. The cost of the gasket (Part # ***) is $(see enclosed service invoice # ***) MrC*** is willing to issue a credit for the cost of this non-covered part in order to resolved this issuethe customer has been contacted. Cocca's Appliance Steve B*** General Manager Phone ###-###-####fax ###-###-####

Complaint ID# ***This customer was advises soon after the service visit by our service company, the appliance man, on 2/that based upon the service report we were asking the manufacture, ***, for authorization to exchange this dryer. We received authorization and the
exchange was completed on 2/25/15.Today we received your letter This issue is resolved. Coca's Appliance** *** General Mgr.ph # ###-###-####fax ###-###-####

August 7,
Revdex.com
Bryant Woods South
Amherst, NY
Dear Sir/Madame:
Re: Complaint No***
This letter is in response to complaint no***Attached/Enclosed are the following:
• a copy of our letter addressed the customer outlining our
offer to resolve the customers' issues as well as the customer's signature accepting the offer in full satisfaction of any claims pertaining to his purchases or inconvenience incurred
• a copy of the GE Finance refund for the cancelled refrigerator, and
• the check stub for $issued to the customer as a good Will/customer satisfaction refund
Please also note that the customer stated in number of his complaint that with the purchase of "all of my items I was to receive $in marebates"Please note that the cancellation of the refrigerator may affect his rebate amount receivedPackage rebates including terms and conditions are set by the manufacturer and out of Cocca's control
If you have any questions, please feel free to contact me, *** ***, at *** ***Thank you
Sincerely, *** ***

I did not have unlimited amounts of time to take off workTwice was my limit for defective productsI was able to purchase a stove from a competitor and have it delivered at MY convenience in working orderCocca's finally refunded my costRegards, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I am quite disappointed with this response from the general
managerHe quotes saying that its “the customers responsibility to contact a
factory authorized service to set up a service visit under warranty.” The first step that my wife and I did was
to contact their service company or the Appliance manAs I had mentioned in my
initial complaint, my wife tried calling the Appliance man multiple times
without success and she had then called the sales department in an attempt to
pass on the message. Clearly there has
been a breakdown in communication within the store
The next insulting aspect is that the manager found “no
voice message during the period in question.” How people can simply lie is
beyond meI personally had called this store and left a message with the
Appliance man the day after our washing machine problem had been fixed, to
inquire why the store did not even have the courtesy to check up on our status,
and my wife had certainly left messages as wellTo call us liars is just
unacceptable
I decided to go with a “plumber” to take care of our washing
machine since I was not left with any other options. Furthermore, I did not want a flooding issue
on our hands since we also have carpet near the vicinity. This “plumber” also happens to be certified
to work on washers and dryers as well.
As far as the comment “the invoice from the customer’s
plumber indicates a plumbing problem not a mechanical problem with this washer,”
I did not purchase the hot lines from the splitter to the washer and dryer
separatelyIt came as one package from
the storeSo as far as I am concerned this is still the responsibility of the
store.
Regards,
*** ***

Attn: *** Ext ***Revdex.comComplaint ID ***As a follow up to my letter of 2/4/regarding this matterI had advised you that we would peruse compensation for *** *** for his plumbers bill with *** Our rep has been able to get a credit approved to reimburse the customer for the full amount of his expenseWe should receive the credit memo with in the next few days and will issue a check from Cocca's.*** *** has been advised and is satisfied with a check for $123.12** ***General ManagerCocoa's Appliance ###-###-####

Complaint ID: ***Casey Residence - Gas Slide In rangeCocca's AppliancesRailroad AveColonie, NY 12205###-###-####Complaint ID ***Service was required due to a possible issue with a burner system, which it was revealed with the service call done on 12/12/that the factory had not
tightened a fitting to the right front burner, located under the cooktop, which caused improper ignitionThe Appliance Man service company tightened this fitting on 12/12/14, rectifying that situation. Communication with customer was then received concerning a possible odd odor, and the fact that the customer no longer felt safe with the machine caused ordering manager, *** ***, to call ourfactory representative to get the unit replacedThis conversation with both the customer and our Frigidaire representative occurred on 12/18/14.The customer R*** *** *** was then concerned about having gas, stating she no longer felt safe with the current unit, and we received authorization to either replace the gas range with a new one, or with a new electric versionWe were told that the husband and wife needed to confer. We finally received notification on 12/20/that the customer indeed wanted to stay with a gas range, so the exchange was approved under that knowledge, submitted, ordered, and set of delivery for 12/23/14.From the time of the odor incident to the time of replacement happened very quickly, within days, and we had no objections to doing soIt was only delayed due to the fact the customer could not decide right away about whether they wanted an electric or gas unit. This was a factory flawed machine that a licensed technician fixed according to training and guidelines put forth by the factoryOnce the plastic smell occurred and we were notified we immediately offered the exchange of the unit.Sincerely,*** ***Cocca's Appliances - Ordering Manager12/23/

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

We have been in contact with this consumer and today we received a copy of a plumbers invoice that we requested for review. This product was delivered on 7/30/ It is therefore covered by the manufactures one year factory warranty for service issues The customer had service
completed to correct a minor problem on 10/6/and was familiar with how warranty service is handled It is the customer's responsibility to contact a factory authorized service to set up a service visit under warranty Our services company, the appliance man, had no record of a call from this customer and a search through customer voices mail message during the period in question found no message from this customer Salespeople at Cocca's have all been taught to refer customers directly to the appliance Man to avoid breakdown in communications.The invoice from the customers plumber indicates a plumbing problem not a mechanical problem with this waster. The customer elected to call a plumber rather then setting up service with an authorized service companyAs a courtesy to the customer we will attempt to pass the customer's plumbing bill along to *** and see if some compensation for their expense can be recovered under warranty. Enclosed is a copy of the Plumbers invoice for your review** ***General ManagerCocca's Appliance ###-###-####

Cocca's appliance has been working with the complainant to resolve this issueAt the time of this letter we had already scheduled a date for 2/8/for our technician to evaluate the problems that Ms*** was encounteringWe ask our technicians to call the customer when they are in route which
he did and Ms*** refused us to come stating she just wanted her money backUpon receiving this complaint from your office we again contacted Ms*** to let her know in order for us to evaluate the problem she was having our tech needed to see the oven and verify what was happening, So we could then reach out to our manufacture to resolve the issueWe rescheduled a date of 2/15/Upon evaluation of the unit it was deemed that a control panel was needed to correct the issueMs*** declined us and wanted no repairs doneOur manufacturer also stated that they would extend anadditional $for her inconveniences, which she also declined.As of 2/20/Ms*** was credited on her visa account the amount of $754.92which was the cost of the oven plus applicable taxes.Cocca's Appliance deems this matter closedWe at Cocca's take pride in trying to bring our customers the best products and service possibleUnfortunately we are at the mercy of our manufacturers and have addressed the issues with them to correct this from happening again