Cook's Glass & Mirror Company Inc.

Purchase a GE washer and Dryer set in November 2015. In January 2016 the washing machine stopped working, it would not wash properly and the water level was very low. I contacted GE and they sent a repair person three days later and he determined the washing machine board was malfunction. We waited another week for the part to arrive. When it finally did, the technician who came to replaced it stated there was nothing wrong with the machine and did not want to change the part that was previously stated broken. I called GE once again and they sent a third person and the third person stated that it was our water levels that were not working and this person was incredibly rude to my parents for whom, I had purchased the washing machine for. I called GE and this sales representative was the first GE representative to be rude and stated they would begin to charge me for sending technicians to look at the washing machine. I asked to speak to a supervisor, but was denied because all of the supervisors were allegedly busy. By now it was the end of February and my three-month old machine was still not working. My parents had been going to laundromat for over a month and there was no repair. I called the next day and finally spoke with a supervisor and the supervisor agreed to send another repair person. The repair person changed the part that was originally broken. Now its August, less than a year from purchase date and the machine continues to malfunction. Now the machine leaves soaps and spots on clothes. We keep the load very light and with very little soap. What would only take one load to completely wash properly, now is taking three loads and not washing properly resulting in more expenses to us. I do not want to spend my lunch hour talking to GE customer service again. I can send my call logs to show how many calls I made to try to get our washing machine fixed, but I am sure that you can look into your records and see all I have gone through. I considered reselling the machine, but on good faith I would not be able to pass this headache and stress to someone else. Tomorrow I will call GE once again to try to resolve this issue, but I am afraid we have purchased a lemon. All I am asking for is a new machine so my parents do not have to go out of their way to wash. I worked hard to make their lives easier and I trusted GE to provide quality products, but now I see that they do not stand behind their products and only want to give a quick solution. If anyone can help me so that come December, I am not writing another complaint on Revdex.com because GE refuses to fix our washing machine.Desired Outcome: I want a new machine or refund so I can purchase a new washing machine that works.

Thank you for the opportunity to re-review this consumer’s situation.  Please be advised that a GE Factory Service technician was out to service Mr. [redacted]’s washer on April 30, 2016 and found no fault with the unit. The unit is out of the one-year manufacturer’s warranty. As a gesture of goodwill GE has offered Mr. [redacted] a buyback in which he has not accepted and the offer is due to expire today, May 16, 2016. If he wishes to accept the offer he is welcome to give me a return call at [redacted] 8-5:00 EST. Please contact me if there are any other questions or if I may be of further assistance. Sincerely,[redacted]

we have completed in warranty service to this consumer.

Thank-you for the opportunity to review this consumer’s situation. GE is in the process of replacing the unit in question.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 Consumer Relations has confirmed that the refrigerator in question
has been repaired. 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.
I did not receive a voice message from the business.  My cell phone number is [redacted].  Or please let me know what number I can reach the business representative at. 
Regards,
[redacted]

Thank you for the opportunity to review this consumer’s situation.   I left a voicemail with [redacted] on 9/19/17.  On 9/19/17 a GE Technician came out and found a piece of metal on the top next to the bearing slides that was causing the noise in her dryer.  He repaired the unit.  A...

$50 inconvenience check was processed on 9/14/17 and mailed out to the consumer’s address on 9/15/17.  GE also extended the warranty on the dryer by another 6 months beginning 2/20/18 to 8/20/18.       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 consumer’s situation. GE is in the process of reimbursing $200.00 regarding this matter. 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 have spoken with the [redacted]'s and apologized for the trouble they've had with their GE refrigerator. I've been informed that the servicer now has the parts in stock and is scheduled to go out next Wednesday (7/20) to complete...

the repair. I gave Mr. [redacted] the option of a substantial replacement offer if he chooses to replace vs. repair. The offer of the discounted replacement will be good through the end of the business day on August 12, 2016. Please let me know if you have any further questions or concerns. Sincerely, [redacted]Program Manager

Thank-you for the opportunity to review this consumer’s situation.
GE completed repairs on the unit in question on 6/24.   GE is also in the process of sending Mr. [redacted] a one-year Letter of Commitment on his microwave.
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 Ms. [redacted]’s warranty is a repair warranty. GE Factory Service was just out to service the washer on August 13th and has ordered a part. A GE technician is scheduled to return on August 19, 2016 to install the part and complete the needed repair.Please contact me if there are any other questions or if I may be of further assistance.Sincerely,[redacted]

Thank you for the opportunity to review this consumer's situation. I have spoken with Ms. [redacted] and apologized for the trouble she's had with her GE microwave. Although the unit was out of the manufacturer's warranty, we agreed to honor a check in the amount of $75 to be put toward another purchase...

as a gesture of Good Will. Ms. [redacted] accepted this as a fair resolution to her complaint. Please contact me if you have any further questions or concerns. Sincerely, [redacted]Program Manager

[redacted]
Thank you for the opportunity to review this case.  Please be advised that we have reached out to Mr. [redacted] and reiterated our offer to discount the parts and labor charges by 25%, when the service call is dispatched only through GE Factory Service.   This unit is...

approaching six years of age and the warranty for the symptoms described carried a one year warranty. 
We do appreciate his loyalty to GE in the past, and we feel that this unit is fair, in light of this unit's age, and no prior service documented.
This offer remains open through 3/9/15 and Mr. [redacted] has my phone number should he wish to consider setting up the service visit.  We hope to continue working with Mr. [redacted].
Regards,
[redacted]
 %3

Thank you for the opportunity to review this consumer's situation.
I spoke with Mr. [redacted] on 11/20 and apologized for the trouble he's had with his microwave.
I agreed to exchange it at a substantial discount, which he accepted. 
The order number is on: [redacted] and is scheduled to be...

delivered this Friday, 11/27/15.
Please contact me if you have any further questions or concerns.
Sincerely,
[redacted]Program Manager

Thank you for the opportunity to review this consumer’s situation. Please advised that GE has submitted the phone number [redacted] provided on the complaint to our survey company to add the number to the do not call list. However, I tried to reach [redacted] at this number and I receive...

a recording that the telephone number has been disconnected. If this number [redacted] is not the correct number to add to our do not call list please send us the correct phone number and we are happy to also submit it to our survey company to add it to the do not call list.   Please contact me if there are any other questions or if I may be of further assistance. Sincerely,[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

I left a voice mail on 6/22, just waiting for the consumer to return my call.

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 business told me that I had to use their repair man. If it was a parts only situation I should've been able to use someone of my choice who would've been a lot less expensive. They sent the person who repaired my water heater and told me that it would be $99. That is my complaint. When the gentleman arrived he then told me he was charging an additional fee which made it $219.  I have since contacted a local repair man who indicated that his charge would've been $120. Therefore GE's repair man is charging 100 more dollars than a local repair man would have. So they left me zero choice but to use their person who once again charged more than $15 per minute.  So while they indicate that the part was of no cost to me obviously they inflated their charges to offset it and then insisted that I used someone of their choosing. The issue here is that they forced me to use their repair man, told me it would be one fee and then bait and switched me once the person arrived. That is poor business. That is dishonest business. And it is even more frustrating that they're not even researching and dealing with the lack of accurate information that was given to me. I've been given nothing but the runaround by this company and no one is taking responsibility for their a me once the person arrived. That is poor business. That is dishonest business. And it is even more frustrating that they're not even researching and dealing with the lack of accurate information that was given to me. I've been given nothing but the runaround by this company and no one is taking responsibility for their error.
Regards,
[redacted]

Thank you for the opportunity to review this consumer’s situation. Please be advised that GE has agreed to replace Ms. [redacted] refrigerator under the one-year manufacturer’s warranty. The order has been processed. Please contact me if there are any other questions or if I may be...

of further assistance.Sincerely,[redacted]

Thank you for the opportunity to review this consumer’s situation.   I spoke with [redacted] today 10/17/17 regarding her leaking dishwasher.  I made sure she had the phone number to [redacted] which is an insurance company that handles our product claims.  I requested that she call them as...

soon as possible to begin the claim process to assist with floor and wall damage.  We also have a service call scheduled with [redacted].  I have left the servicer a voicemail to reach out to the consumer to confirm the date and time.  Once service and [redacted] has had an opportunity to see the product then we can determine the next steps.    Please contact me if there are any other questions or if I may be of further assistance.   [redacted]