Cook Remodeling

Revdex.com
ID # [redacted]
Re: [redacted]
 
September 29, 2015
 
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[redacted], 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 follow-up appointment 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 unit.
When 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 ** to repair
rather than replace any faulty or defective appliances whenever possible.  ** 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[redacted], and the Service Dispatch Associate, Hope
P[redacted], 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, Ms. S[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]