Revdex.com ID # [redacted] Re: [redacted] September 29, On Tuesday, July 7th, the delivery crew from Keith’s Appliances delivered and installed the new ** washer and dryer for Mrs [redacted] on the second floor of her home At the time of installation, the washer was tested to determine that it was installed correctly, functioning properly and that there was no sign of any leakage Mrs [redacted] signed the delivery report, attached, stating that the appliances were delivered and received in good condition On Thursday, July 16th, Mrs [redacted] spoke with our Service Manager, Barbara R [redacted] , and complained of a leak coming from the washer A service technician, Sam B***, was scheduled to come to Mrs [redacted] ’s home to check the washer for any damage or defects He found that the hoses had been cross-threaded at the machine, and requested through the Service Manager that the replacement part be ordered Once the part was received, a follappointment was set with Mrs [redacted] for the installation of said part, as well as a new set of stainless steel hoses Since the replacement of the damaged part, we have not received any word of the washer performing poorly or of a continued leak from the unitWhen Mrs [redacted] inquired about a replacement washer, she was informed that as per policy, we must have the washer inspected by the technician before a determination could be made We are required by [redacted] to repair rather than replace any faulty or defective appliances whenever possible [redacted] has a very strict policy that we must adhere to which calls for any questionable appliance to be diagnosed and attempted to be repaired before they will authorize an exchange of the unit We were merely following the dictated policy when we chose to send the technician out to diagnose and repair Mrs [redacted] ’s washer Mrs [redacted] spoke with our Office Manager, Kristen S***, and the Service Dispatch Associate, Hope P***, regarding the water damage caused by the leak After examining the photos and video taken by the technician at the time of the service and after consulting with the Service Manager, MsS [redacted] decided to submit a claim through the liability insurance company, [redacted] Insurance The representative from [redacted] Insurance, [redacted] , conducted a thorough investigation with our full cooperation Her initial findings, attached, resulted in a denial of the claim After receiving further correspondence from Mrs [redacted] , the Office Manager reached out to the representative from [redacted] Insurance to review the claim After review, [redacted] Insurance has agreed to reassess Mrs [redacted] ’s damages, see the attached email notification The representative will be reaching out to Mrs [redacted] shortly in order to move forward towards an amiable resolution We regret any inconvenience that Mrs [redacted] has experienced throughout this ordeal, and will stand by whatever determination is made by the insurance company With [redacted] Insurance, we feel confident that Mrs [redacted] is getting the best care available
Revdex.com ID # [redacted] Re: [redacted] September 29, On Tuesday, July 7th, the delivery crew from Keith’s Appliances delivered and installed the new ** washer and dryer for Mrs [redacted] on the second floor of her home At the time of installation, the washer was tested to determine that it was installed correctly, functioning properly and that there was no sign of any leakage Mrs [redacted] signed the delivery report, attached, stating that the appliances were delivered and received in good condition On Thursday, July 16th, Mrs [redacted] spoke with our Service Manager, Barbara R [redacted] , and complained of a leak coming from the washer A service technician, Sam B***, was scheduled to come to Mrs [redacted] ’s home to check the washer for any damage or defects He found that the hoses had been cross-threaded at the machine, and requested through the Service Manager that the replacement part be ordered Once the part was received, a follappointment was set with Mrs [redacted] for the installation of said part, as well as a new set of stainless steel hoses Since the replacement of the damaged part, we have not received any word of the washer performing poorly or of a continued leak from the unitWhen Mrs [redacted] inquired about a replacement washer, she was informed that as per policy, we must have the washer inspected by the technician before a determination could be made We are required by [redacted] to repair rather than replace any faulty or defective appliances whenever possible [redacted] has a very strict policy that we must adhere to which calls for any questionable appliance to be diagnosed and attempted to be repaired before they will authorize an exchange of the unit We were merely following the dictated policy when we chose to send the technician out to diagnose and repair Mrs [redacted] ’s washer Mrs [redacted] spoke with our Office Manager, Kristen S***, and the Service Dispatch Associate, Hope P***, regarding the water damage caused by the leak After examining the photos and video taken by the technician at the time of the service and after consulting with the Service Manager, MsS [redacted] decided to submit a claim through the liability insurance company, [redacted] Insurance The representative from [redacted] Insurance, [redacted] , conducted a thorough investigation with our full cooperation Her initial findings, attached, resulted in a denial of the claim After receiving further correspondence from Mrs [redacted] , the Office Manager reached out to the representative from [redacted] Insurance to review the claim After review, [redacted] Insurance has agreed to reassess Mrs [redacted] ’s damages, see the attached email notification The representative will be reaching out to Mrs [redacted] shortly in order to move forward towards an amiable resolution We regret any inconvenience that Mrs [redacted] has experienced throughout this ordeal, and will stand by whatever determination is made by the insurance company With [redacted] Insurance, we feel confident that Mrs [redacted] is getting the best care available
Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted]