Cook's Glass & Mirror Company Inc.

The consumer has not responded to my voice mail.   Service was completed on 4/21.

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.  Thank you Revdex.com for your help!
Regards,
[redacted]

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]

From: [redacted] [mailto:[redacted]] Sent: Thursday, December 03, 2015 10:34 AMTo: [email protected]: Re: You have a new message from the Louisville Revdex.com Complaint #[redacted]
 
We are still working through some problems with the new microwave that came scratched and was not installed properly.

Thank you for the opportunity to review this consumer’s situation.
 
Please be advised that GE [redacted] was out on July 16, 2015 to service Ms. [redacted]’s refrigerator. As of today the unit has been repaired and is working properly.
 
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.
[My computer wouldn't originally allow me to provide reasons for my rejection- please review the followingRequesting that the complaint should be reopened. When I first contacted GE appliance directly when the stove top exploded on me they said they will dispatch a service technition to my home which they did. But unfortunately contrary to what GE told Revdex.com the technition told us that it was NOT a safety issue and advised me to continue using the stove until a replacement glass top will be installed. The cost of replacement would be around $800.00.GE claimed their technician and safety department said it was NOT a safety issue and I can use stove as is.Upon reassurance I did attempt to turn stove on and I was horrified by a blast of flames nearly scorching my face and hands. The insulation under the broken glass had turned into flames and luckily my daughter who was standing next to me and I are alive and were with gds help able to stop the flames from spreading.When I called GE to tell them what happened, they told me that originally they told me NOT to use the stove which, is untrue, and they don't have anymore of the glass tops to replace. So now they offered the stove for close  $2,000.00. Which in my local store would be around $1,900.00.I told them I need to speak to their safety department since they almost got me killed. They denied it and when I asked them to listen to the original recorded phone conversation were I Was advised by GE technition that its NOT a safety issue and can use it. They offered me a $50.00 gift card towards purchase of new stove in compensation. ( what a joke). But would not allow me to talk to their safety department or review the recorded line conversation. GE told Revdex.com that they now offered a pro rated price for new stove but didn't specify at what price they will be replacing the stove.I would greatly appreciate if Revdex.com would kindly review the above and request from GE a new stove since the glass top broke on no fault of my own and after all this I should not be responsible and shall be offered a free replacement as I fairly deserve.Thank you so much for your time and understanding.]
Regards,
[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 gas range. Although the unit is out of warranty, I agreed to honor a 25% discount on any parts or labor necessary to repair the unit.  Ms....

[redacted] is aware that she is responsible for the home call/trip fee in the amount of $99.95.  Her service call is currently scheduled for 7/28.  I told her that I would follow up with her after the repair.  She has accepted this as a fair resolution to her complaint. 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.
Regards,
This this this is just another example of poor customer service. My cell phone has voice mail and I have no messages from GE whatsoever . Unfortunately this is just another example of unsatisfactory customer service by GE. I do not wish to hear it further from this company as it is clear that they don't choose to provide quality customer service. Should my service tomorrow be unsuccessful I'll be seeking further remediation from GE.[redacted]

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.  It is a shame that their customer service department wasted 4 months of my time. For GE as a company they would really benefit from improving in that area.  As I told [redacted] their twitter feed is constant negative comments, and that should scare them.  I am optimistic after speaking with [redacted] that this issue is resolved. I have been authorized to get my dishwasher replaced with a newer model.
Regards,
[redacted]

I spoke to the consumer again.  All of the other issues have been resolved and a 2nd rebate check is coming to her.  She wants to be compensated for the time she took to make phone calls etc.   I apologized about the issues and explained that we do not compensate people for the time it may take to deal with issues that may occur with items they have purchased.   I did offer her $75 as goodwill to go out to dinner and put this behind her.  She rejected my offer.

Thank-you for the opportunity to review this consumer’s situation. GE has offered to replace 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.  Please be advised that GE has offered Ms. [redacted] a replacement water softener under the one-year manufacturer’s warranty. GE has also advised her that she will be responsible for having the unit uninstalled and the new...

unit installed. Please contact me if there are any other questions or if I may be of further assistance. Sincerely,[redacted]

Received damage settlement on 1/09/17..  As stated in my email, I am inquiring about my personal time..

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 has said they will not reimburse me for the difference in price between the defective fridge they sold me & the replacement.  I never heard of a company that would not refund the price of defective merchandise.
Regards,
[redacted]

Thank you for the opportunity to review this consumer’s situation.  Please be advised that GE has offered to replace Ms. [redacted]’s refrigerator with a comparable model at no charge due to excessive service.  Please contact me if there are any other questions or if I may be of further...

assistance. Sincerely,[redacted]

Better Business...

Bureau:
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.
[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]if I bought a new dishwasher why would it need repair before it was installed?  I feel it was a damaged return not new or defective from the factory.  I should receive a new non defective model or some other compensation for this problem.  Perhaps they should extend my warranty if they truly believe the dishwasher is fine instead of suggesting I pay for extension.
Regards,
[redacted]

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]

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]

we have agreed to an exchange for this consumer.  she is only paying for the installation.

Thank you for the opportunity to
review this consumer’s situation.
 
Please be advised that Mr.
[redacted]’s dishwasher is covered under the one-year manufacturer’s repair
warranty. GE has offered to schedule service out for a technician to take a look
and Mr. [redacted]’s has declined service. Should he wish to schedule service he
is welcome to give me a return call and I would be happy to schedule the
call.
 
Please contact me if there are any
other questions or if I may be of further assistance.Sincerely,[redacted]