Cook's Glass & Mirror Company Inc.

We have sent the consumer the correct instructions.

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]
 
 
 GE Service person came by but DID NOT install the microwave, since they did not receive the new trim along with the new microwave.
So please do the needful.
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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.

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 requested name of Warranty Company.  No information supplied.

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] The GE rep who called made it very clear that he was not going to provide any other relief than repeating what their company had already stated and was really only calling out of courtesy.  I contend that the washer is of poor design.  The washer has destroyed multiple items over the months that I have owned it ( I have sent them pictures and am keeping the items for further pursuit), including a bath rug that had been brand new before it was washed for the first time, and GE can only say this is normal wear and tear.  GE went on to say that with new gov't regulations regarding appliances in regards to water savings, that all manufacturers are facing the same dilemma.  This is unacceptable!  Without relief, I am considering that my only other relief is small claims court.

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]

we have agreed to exchange this consumer's washer dryer combo.

I have received the most recent reply from this consumer. The 2 different offers of discounted repair or a discounted replacement unit have been communicated to them will expire on 9/12/16.  Thank you, [redacted]Program Manager

Thank you for the opportunity to review this consumers complaint. Please be advised that GE Appliances has agreed to replace Ms. [redacted] range. The replacement order has been processed. Sincerely,[redacted]

3/24/15
Thank you for the opportunity to review this consumer's case.  Please be advised that our records indicate that the service call was completed by** * Factory Service.  We have left a voice mail for Mr. [redacted] in follow up as well as an email follow up to ensure of his...

satisfaction.
Thank you,
[redacted]

Thank you for the opportunity to review this consumer's situation. I spoke with Ms. [redacted] on 1/14/16 and apologized for the trouble she is experiencing with the glass of her oven door.  I explained that the unit only comes with a one-year warranty and any repairs beyond that year would be the...

consumer's expense.  If she would like to have GE service out to service the unit, I explained that she would be responsible for the home call fee, labor and as a good will gesture, we could offer to discount the parts only by 50%. The discounted offer is good through the end of the business day on 2/15/16.  Please let me know if you have any further questions or concerns. Sincerely, [redacted]Program Manager

[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 [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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
They are right that its not under warranty, but im trying already from the beginning when it was still under warranty and they didn't do a thing, (and they made sure to push it of till I dont have warranty anymore..) 
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.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.
An appointment is scheduled for 2/4/16.  The replacement refrigerator exhibits the same problem as the original, a design flaw, I believe.  The temperature of the top shelf is consistently over 40 degrees, an unsafe temperature for storage of food.  If it is repaired during this visit, I will accept GE's response.  Otherwise, replacement with a different model or buying back the appliance would be preferred.
Regards,
[redacted]

I have tried to reach this consumer 3 days in a row at phone number provided and her mailbox is always full.

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 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.
Regards,
[redacted]
 
 
 Based on the problem that I am having with the defective agitators, simply providing one agitator when they last less than six months and the washer is only a year old, I reject the offer as unsatisfactory.  My offer remains to provide two agitators.