Commercial Maintenance, Inc.

Complaint: ***
I am rejecting this response because: I was NEVER contacted! After I paid to ship the Tfal back to the service site recommended in the booklet, they sent it back to me several weeks later WITH NO EXPLANATION other than a postcard for a different service site in Washington stateI tried to contact the service site in WA by phone AND by letter....never once bothered to get back to meIn my disgust, I finally got rid of the useless grill I paid nearly $for! Now I have a second [fortunately much cheaper] that is stuck in manual modeBut, because of my previous lousy customer service experience, I didn't want any further aggravation
Regards,
*** ***

The consumer contacted us indicating that the product had "failed". We requested pictures to attempt a digital evaluation. The *** Cookware warranty guarantees our cookware to be free from defects in material and/or workmanship. The warranty does not cover damage as a result of
improper use and care. Based on the pictures, there are no defects in the cookware. I have attached copies of the pictures of the cookware which show signs of overheating and build up of burnt on debris.When the non-stick appears to be flaking, but you do not see the stainless steel underneath, this may be due to residual oil build up on the pan. Oils hide within non-stick surfaces in places where they cannot be removed simply with soap and water. These oils burn during subsequent uses and create a layer that food can stick too and also can flake off. Based on the pictures, this is what the consumer is experiencing. I have e-mail the consumer instructions on how they can attempt to clean up the burnt on debris. However, in some cases, the debris has been burnt on over a long period of time and they may not be able to remove it.I have e-mailed the consumer a better explanation of why his warranty claim was denied, the cleaning information and I have offered to replace the cookware at a discounted rate.If you have any further questions, please feel free to contact me

The consumer contacted us August 17, 2016 because the grill was stuck in the manual mode.  We attempted to walk the consumer through the steps to reset the grill.  Since the consumer was unable to reset it, we sent a prepaid [redacted] shipping label to the consumer to send it to one of our...

authorized service centers to be repaired at our cost (including the shipping).   The consumer never contacted us to indicate there was any further problem with that machine or another purchase.Sometimes when a user opens the machine prior to the completion of the preheating, the grill will go into the manual mode function.  Normally, when a consumer contacts us and we walk them through the reset steps, the machine resets and they have no further problem.The Opti Grill is covered by a one year warranty against defects in material and/or workmanship.  If the consumer contacts us when they are with the machine, we can attempt to walk her through the reset steps.  If she is unable to reset the machine while we walk her through the steps, we will provide a prepaid shipping label for the machine to go to a service center for them to perform the reset.Tell us why here...

Complaint: [redacted]
I am rejecting this response because:
[redacted] also they have started to respond but it is not making headway
Regards,
[redacted]

In reference to the air purifier, the consumer advised us "This item came broken if it is broken".  He had initialy said it was...

missing, but the pictures he provided show that it is broken off.  We referred him to the retailer since he claims it was sold to him broken.  The consumer claims he never noticed it was broken and  never reached out to the retailer or us for 8 months after he purchased it.  The first contact we received was through the Revdex.com.  Based on the pictures provided, the vent has been damaged (plastic broken).  We advised the consumer that the warranty does not cover damage while being shipped to him or at the retailer level.  The warranty is against defects.  The warranty specifically states: "This guarantee applies only for products purchased and used for domestic purposes and will not cover any damage which occurs as a result of misuse, negligence, failure to follow ROWENTA instructions, or a modification or unauthorized repair of the product, faulty packaging by the owner or mishandling by any carrier. "  In reference to the iron, the consumer has already received authorization and a label to send the iron to a service center for warranty evaluation and repair if determined there is a defect.

The consumer contacted us via e-mail stating "The cooking surface on my All-Clad 12" pan is damaged, looks like scars. I do not cook on high heat nor use metal cooking utensils, but the pan is damages. How do I go about replacement?" The consumer was sent the standard message advising what...

is covered under the warranty and what would void the warranty.  The warranty requires an inspection of the cookware.  In some cases we are able to do the warranty evaluation via digital pictures.  The consumer submitted pictures which showed that there were scratches in the non-stick and that the non-stick had discolored, which is indicative of overheating of the non stick.  Sometimes it is not possible to validate a "defect" via digital pictures.  When a consumer does not agree with the results of the digital picture evaluation, we offer a physical evaluation.  We issued a prepaid shipping label to the consumer to send the cookware in.  When the cookware was received, the Inspection Department concluded that the damage to the pan was from overheating and scratching of the non stick, substantiating the results of the digital picture evaluation. The consumer was advised that the physical inspection substantiated the results of the digital picture evaluation.  The damage was not a result of a defect in material and or workmanship.  The damage was due to improper use and care.  The pan was returned to the consumer.   I have attached pictures which clearly shows that there are cuts and scratches in the non stick.  This is not due to a defect.