Cook's Glass & Mirror Company Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.September 17, 2016What [redacted] is saying in their latest response to the Revdex.com that  "The consumer notified [redacted] that they are now seeking repair outside the extended [redacted]" is a lie. It is also a lie when [redacted] said that "The initial [redacted] call was scheduled for 8/30/16." Since the end of June 2016, when our refrigerator stopped working, four different technicians have come to our home to check the unit. The last appointment was rescheduled  for a Saturday because we can't afford to take any more days off work for nothing. When Saturday, September 9, 2016 the ** technician showed up at our house he told us that, since he was by himself and that due to the size of the unit, there was a distinct possibility that he could dam**e our kitchen or the unit and that we needed to sign a liability weaver if we wanted him to do the job. He told us that the right thing to do would be to ask for a second person to help him move the refrigerator to do the job and thus avoid any possible dam**e. We **reed. We didn't want any dam**e done to our flooring, walls, cabinets, counters, or unit. What was a week more waiting for the refrigerator to be fixed after our family has been waiting patiently for more than two months? He told us he was going to request a second person and he rescheduled coming back to our house Suturday, September 16. He superficially checked the unit in and out, verified that it  was clean and without any dam**es, turned the unit on, and told us to keep it that way.  By the way, this was the same technician that, according to [redacted], did not know how to repair the unit. Even [redacted] acknowledged it in one of its answers to the Revdex.com went they stated that "[redacted] dispatched ** Appliance to perform a di**nosis of Mr. [redacted]'s refrigerator on 7/5/16 which revealed a failure of the sealed system. ** Appliance notified [redacted] they are unable to repair the sealed system and recommended an Original Equipment Manufacturer (OEM) authorized [redacted]r." Which is the same company and the same technician that they are sending back to our home. Saturday, September 16, 2016 came and went an ** did not showed up. Sunday, September 16 when our niece opened the freezer she told us that it was full of mold. We could not believed our eyes. The freezer was clean and dry before the ** technician turned the unit back on. Now we have a broken, unhealthy, and dangerous refrigerator sitting in our kitchen. Our refrigerator broke at the end of June 2016. Our family has been for more than two months without our refrigerator. It is about time that [redacted] stops fishing for the cheapest company in town to fix our refrigerator. Four different people have come to our house, checked the unit promised to come back to do the repair but somehow disappeared. We have the feeling that they don't know what is wrong with the unit or [redacted] is not willing to pay what an authorized company is asking for to repair the unit. One of the technician was confirming to us what was "vox populi" across social media. He said that what [redacted] does is to look for the cheapest "provider" they can find and that [redacted] has a hard time finding qualified providers willing to work for them. Maybe that explains why **, the company that said could NOT repair our refrigerator in the first place, is now the one chosen by [redacted] to repair it.We want honest answers to our previous response to the Revdex.com on September 3, 2016 not more responses that are inaccurate and misleading. 0ne more time, this is what we want: Our refrigerator to be fully repaired and in working condition. (Now, also free of mold.)An explanation why ** Appliance is now going to try to repair the refrigerator when, Mr. [redacted]  writing  to Revdex.com on behalf of [redacted] Corporation ("[redacted]") said that, after "[redacted] dispatched ** Appliance to perform a di**nosis of Mr. [redacted]'s refrigerator on 7/5/16 which revealed a failure of the sealed system. ** Appliance notified [redacted] they are unable to repair the sealed system and recommended an Original Equipment Manufacturer (OEM) authorized [redacted]r." Being compensated for all the inconvenience caused by the way that  [redacted] has handled this case: More than two months and counting without refrigerator, four days so far wasted waiting at home for a technician, summer vacation canceled, time expended writing e-mails to [redacted], GE, and the Revdex.com and numerous times talking on the phone with them just to mention a few.Assurance that the GE 12 year extended [redacted] on parts has not being voided.An apology from GE and their acknowledgement that what they are doing is wrong.After the ** technician's visit on September 9, 2016, we are adding:6.  If [redacted] insist that it does not want to pay for a second person to help the ** technician, is [redacted] willing to pay for any dam**es done to our kitchen or our unit because just one person is trying to do the job so [redacted] can save some money?  What about the health risks of using a refrigerator full of mold? Please, no more phone calls, tell us in writing, e-mail is fine, if you are willing to pay for the dam**es and all the inconvenience. Even better, find an authorized company with technicians that really know how to fix a top of the line GE Monogram or replace the unit at not cost to us.Finally, how long does [redacted] think it can keep a family without a refrigerator? Who is going to compensate us for all the stress, inconvenience, wasted time, and abuse that our family has been and still continues to be subjected to? After all our family has gone through, we feel very strongly that [redacted] not only has a LEGAL OBLIGATION but also, and, we dare to say, more importantly, a MORAL OBLIGATION  to do the right thing in this case.
Regards,
[redacted] [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of...

the offer I reviewed appear below.
GE's response to Revdex.com claim:  "We have agreed to exchange this consumer's refrigerator"
I did not file a complaint to get a replacement refrigerator since GE is obligated to replace the defective unit which was sold to me for approximately $2100. 
If GE read the complaint, they would understand the complaint was regarding their lack of customer attention, unnecessary delays, and unacceptable service provided.  Why did it take GE nearly 8 weeks from the day the defective unit was reported to the day replacement was delivered? Why did GE's advocate offer me a "comparable" refrigerator that would not fit in my home? Why did GE's advocate advise me that my unit was out of stock when another advocate advised me there were 71 in stock (which caused yet another 5-10 business day delay in providing my family with a refrigerator).  Why did I have to beg GE advocates for what I paid for? Why does GE think it's ok to have a valued consumer live without a properly working refrigerator for 53 days?  Also, why haven't I received a call from GE Appliances advocate following up on whether or not I received the new unit (as promised to me by GE advocate) and if I it arrived undamaged (which it arrived finally; and there is damage). 
I filed this complaint in hopes that GE would audit and investigate how their advocate program works or in this case did not work.  As per my original complaint, I am expecting GE to apologize for the poor service provided, as well as an apology for how they handled this situation.  Now, I expect an apology for their lame and embarrassing response to this complaint. 
It is obvious, based on GE's response to this complaint, GE does not take it's consumers complaints seriously and it further validates my initial complaint regarding poor attention and customer service.
Thank you for helping resolve this issue.
Regards,
[redacted]

Thank you for the opportunity to review this consumer’s situation. Please be advised that GE has thoroughly reviewed Ms. [redacted]’s concerns regarding her GE GeoSpring Hybrid Water Heater. GE has reviewed the location of the water heater within the home, the GE Factory Service technician’s service...

diagnosis, and the recent increase in rates in this area by the local electric company. With this review GE has determined that all of these factors are what has caused Ms. [redacted]’s electric bill to be higher than normal. GE does not agree to the requested reimbursement however, as a gesture of goodwill GE did agree to a $25 reimbursement and the check was issued to her on February 5, 2015.
 
Please contact me if there are any other questions or if I may be of further assistance.

Thank you for the opportunity to review this consumer's situation. I just called Dr. [redacted] again but received her voicemail. I am generally in the office from 8am - 2pm EST but I will be out of the office 10/6 - 10/9.  I hope to hear from her today or tomorrow. If not, I will call her again next...

week.Please contact me if you have any further questions or concerns. Sincerely, [redacted]Program Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The problem is due to design flaw, such that the technician can not do any repair. Since it is design flaw, that it functions as designed means that it functions as flawed. The technicians agreed that such a design would cause the cooktop working inefficiently, and they told me they had received complaints before. This model has been discontinued possibly due to such complaints. But the manufacture is responsible for resolving the issues due to bad design.
Regards,
[redacted]

Thank you for the opportunity to review this consumer’s situation.  Please be advised that Ms. [redacted]’s refrigerator is over three years old and out of warranty. As a gesture of goodwill GE has serviced the unit over the last three years at no charge. At this time GE has offered her a...

significant discount into a new comparable model in which she has declined. Please contact me if there are any other questions or if I may be of further assistance. Sincerely,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I was unable to answer the phone when you attempted to contact me.  I saw the call however it would have helped if you left me a voicemail with your contact information,allowing me the opportunity to return your call.  The best way to reach me is ([redacted]Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

Thank-you for the opportunity to review this consumer’s situation. I spoke with the consumer on 2/5/16.  I advised that we needed to have our GE Factory Service Technician inspect her dishwasher.  She agreed and on 2/10/16 the technician deemed the unit un-repairable.  On 2/11/16 I...

offered the consumer a comparable GE Profile Dishwasher at no charge to her in exchange for her defective unit.  The consumer accepted.  She is also working with our Electric Insurance to resolve any expenses pertaining to the malfunction of this dishwasher.  The consumer's new dishwasher should be delivered the week of February the 15th.  Please contact me if there are any other questions or if I may be of further assistance.

Thank-you for the opportunity to review this consumer’s situation.  GE has offered to exchange his 15 year old unit at a 42% prorated discount and reimburse the cost of the last service call in the amount of $204.40.  The overall prorated charge for a new unit with a $3,170 MSRP will be...

$$1,332.81.  This is our offer.  We've been waiting the consumer's decision.    Please contact me if there are any other questions or if I may be of further assistance.

Thank you for the opportunity to review this consumer’s situation.
 
Please be advised that the unit is over eight years old and out of warranty. A GE Factory Service technician was out on May 23, 2015 and ordered parts and returned on May 30, 2015 and completed the repair.
 
Please...

contact me if there are any other questions or if I may be of further assistance.

Thank-you for the opportunity to review this consumer’s situation. GE had waived the normal home call charge to inspect the unit in question.  Parts have been ordered and a return service call is scheduled for 10/27.   Please contact me if there are any other questions or if I may be of further assistance.

[redacted]
 
Thank you for the opportunity to review this concern.  We are sorry for any issue with this refrigerator.  We certainly appreciate the point of view of Mr. [redacted], however, we are not in agreement with further concessions in this matter.   We will document...

his concerns here and we hope there are no future issues with this refrigerator.   The suggestion about additional information in the user manual will be shared with our Product management team.
Regards,
[redacted]

Thank-you for the opportunity to review this consumer’s situation.
 
GE is in the process of servicng Mr. [redacted]'s refrigerator on Friday 7/ 24.  The part/kit to correct Mr. [redacted]'s cooling issue arrived today at Mr. [redacted]'s residence. 
 
Please contact me if...

there are any other questions or if I may be of further assistance.

To date, the consumer has not responded to my voice mail.

Thank you for the opportunity to review this consumer’s situation. GE sent a technician out on 5/5/16 without charging a trip charge.  The technician found no fault with the refrigerator.  Consumer relations has also offered a discount into a new refrigerator.   Please contact me...

if there are any other questions or if I may be of further assistance.

Revdex.com:
I have reviewed the response made by...

the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 [redacted] The individual who responded to my complaint had no compassion and was quite abrupt with his decision and conversation with me. I was told to turn the oven on, and after it was heated to the desired temperature; I needed to wait for 20 minutes before placing any baked item in the oven. When I asked where it indicated this in the manual, I was told it was not in the manual. He also said, "That is the way new ovens are." After visiting with others who have purchased new ranges within the last year, that is not the case. This oven definitely has issues and I refuse to wait 20 minutes before baking anything. I love to cook and I believe that the oven section of the range is deemed a "Lemon!"

Thank you for the opportunity to review this consumer’s situation. I spoke with Ms. [redacted] regarding the issue with her GE refrigerator. Please be advised that the unit is over six years old and out of warranty. GE has advised Ms. [redacted] that the warranty for an out of warranty repair is 30 days...

for home/trip diagnosis and labor and five years on parts that she paid for. GE has agreed as a one-time gesture of goodwill to waive the home/trip diagnosis fee since it has been just four months since the repair. Ms. [redacted] accepted the offer and service is scheduled for today March 31, [redacted].
 
Please contact me if there are any other questions or if I may be of further assistance.
 
Sincerely,
[redacted]

Reopen request from consumer:
I bought the GE refrigerator model: GFE29HSDISS, serial: SD5174211, when I bought my new home in McKinney in November 2014. On December 2014 the refrigerator stop working. Customer care took from December 19th (complaint date) until end of January to fix. I did a complain here in Revdex.com and after the technician came, it was closed (#10352295). Now the refrigerator is freezing my food. After 3 months, I got that only first month working properly. I have attempted to substitute this refrigerator, with no success. I'm now sick and tired of calling with no solution. Customer care seems that doesn't care at all about their customers. If this complaint doesn't work, I will follow my attorney advise and sue GE for all food, time and money spent. Please help. Thanks / [redacted]
Seeks refrigerator replacement - 2/19/15%

Thank you for the opportunity to review this consumer’s situation.  Please be advised that Mr. [redacted]’s washer is over three years old and out of warranty. As a gesture of goodwill GE has offered him a discount into a comparable model or a discount on a repair. At this time he has not...

accepted either offer. The offers will be open until September 26, 2016 Please contact me if there are any other questions or if I may be of further assistance. Sincerely,[redacted]