Crown's Creative Kitchen Services LLC

THE CALL CAME IN AND WE SENT THE TECH TO HER HOUSE, HE HAD A CO OWNER WORKING WITH HIM THAT DAY THE CALL BEFORE REQUIRED A SENIOR TECH TO BE THERE SO HE WENT TO THE GURNEY CALL TO SEE IF HE COULD HELP IN ANY WAY [redacted] WHO DOES SPEAK WITH A ROUGH VOICE, BECAUSE OF SEVERAL SURGERIES, DID LOOK AT THE UNIT AND THE FOUND THE CONDENSER FAN WAS NOT KEEPING THE COMRESSOR COOL THE FREEZER CAN NOT GET COLD ENOUGH TO MAKE ICE IF THE COMPRESSOR CANT DO ITS JOB THE COILS WERE DIRTY WHICH WILL ALSO MAKE THE UNIT WORK HARDER AND ENABLE THE COMPRESSOR TO COOL THIS PERTICULAR GE WAS MADE OUTSIDE OF OUR COUNTRY AND THAT WAS DISCUSSED THE PART WAS FOUND AND THE CUSTOMER WAS GIVEN THE PRICE THE COILS WERE CLEANED AND THE PART WAS ORDERED DELIVERY FOR PARTS IS ANY WHERE FROM 3DAYS-WEEKS DEPENDING ON THE LOCATION OF THE PART [redacted] DID TAKE PICTURES OF THE COILS, BEFORE AND AFTERTHERE IS ALSO A PICTURE OF THE CREDIT CARD NEXT TO THE INVOICE TO SHOW PAYMENT [redacted] DID LEAVE A MESSAGE FOR THE CUSTOMER LETTING HER KNOW THAT THE EXTENDED WARRANTY INFORMATION WAS GOING TO BE A PROCESS TO GET ALL INFORMATION FOR HER SHE WANTED THE PART AND THE INFORMATION ALL IN THE SAME DAY SHE DID COME TO THE STORE AND SPOKE WITH [redacted] AND [redacted] LISTENED FOR QUITE A WHILE BEFORE SHE WAS ALLOWED TO TALK AND SHE ASSURED THE CUSTOMER THE PART WAS ORDERED AND THAT AS SOON AS IT GOT TO THE STORE THAT AT THAT POINT IT WOULD BE DROPPED OFF AND SHE COULD HAVE ANOTHER SERVICE COMPANY INSTALL IT SHE IMPLIED [redacted] WAS BILLIGERANT, THE TECHS WERE RUDE, AGGRESSIVE THE REFRIGERATOR WAS WORKING WHEN THE GUYS LEFT, SO THAT IT WOULD HOLD UNTIL THE PART CAME IN SHE WAS VERY AGGRESSIVE ON THE PHONE AND WHEN SHE CAME INTO THE STORE TO DEMAND HER PART IMMEDIATELY WE WENT OUT TO REPAIR HER REFRIGERATOR WE ARE NOT LIARS, WE ARE NOT THIEVES AND TO BE CALLED THAT IS SAD HER YELP PAGE WAS ALSO NAME CALLING AND AGGRESSIVE WE HAVE BEEN REPAIRING FOR OVER YEARSWE HELP OUR CUSTOMERS TO GET THEM UP AND RUNNING NO MATTER WHAT THE APPLIANCE IS IM SORRY SHE IS NOT HAPPY, BUT THIIS CUSTOMER WAS ARGUMENTIVE FROM THE BEGINNING

I am rejecting this response because: First of all I'm the one who called to find out the status of the parts ordered They sent a second technician who came out not prepared to do the workHe did not even have a quarter inch socket to open the back panel of the refrigerator He did mention that I would need a computer panel and that crown will be getting back with me with the cost [redacted] e is correct that I did not agree to purchase a refrigerator from them because their price was easily three to $more than what Home Depot or Best Buy had to offer [redacted] e did convince me to make the repair and that the parts will be in to business daysMy visa was charged an additional $On October she was unable to give me an idea of when the parts would be in or could not even give me a tracking number for the orderI did tell her that I would like to cancel the order at this time and she did inform me that there would be a 40% restocking feeOn October 21, [redacted] e stated that I will be getting a refundI do have this conversation recorded on my voicemailAs of today I have not received a refund or have been even given a call from her or the ownerShe told me that the owner was [redacted] *** When I question who was [redacted] she mumbled and said he is the ownerThen I Aked who is ***? She stated he is the assistant ownerI was left a message on 10/Supposedly this was the owners phone number I have called the number [redacted] about a dozen times with no responseWe did not agree to no timeline on this repair of an important appliance such as a fridge I was told on two occasions that it would be to working days at the mostI don't believe anyone would agree to have no timeline on the repair of an important appliance like a refrigeratorAs of this date November I still have not received a phone call with a refundAs far as being rudeThat is not my natureI have been more than patient [redacted] e has the right to charge me, she should have the authority to refund when they are not able to perform their commitmentThanks for your assistance on this matter

IM SORRY WE DID NOT RESPOND MY HUSBAND HAD A HEART ATTACK AND IVE BEEN OUT OF THE OFFICE I BELIEVE WE HAVE TALKED WITH MRS*** I KNOW FOR A FACT I SPOKE TO HER TWICE AND JUDY OUR PARTS PERSON ALSO SPOKE WITH HER ONE OF THE PARTS WE HAD ON ORDER FOR HER WAS A FACTORY BACKORDER HER OTHER PARTS ARRIVED SHORTLY AFTER BEING ORDERED WE CALLED THE MANUFACTURER TO HELP ASSIST IN GETTING THIS ONE PARTICULAR PART QUICKER, IN FACT I SPOKE TO THE MANUFACTURER TWICE TO HELP OUT THEIR CUSTOMER.WE DO WARRANTY WORK FOR THE MANUFACTURER WE ORDER THE PARTS, WE PAY FOR THE PARTS, AND THEN WE INSTALL THEM FOR THE MANUFACTURER WE CAN ONLY NOTIFY THE MANUFACTURER FOR BACKORDERED OR FACTORY PARTS IN HOPES THEY WILL SEND IT FASTER TO THE CUSTOMER I DID NOTICE THAT HOME DEPOT NEVER TRIED TO HELP THE CUSTOMER THRU THIS PROCESS WE HAVE CONTACTED THIS CUSTOMER TO INSTALL THE PARTS AND TO MY AMAZEMENT THE CUSTOMER WAS NOT HOME, AFTER OUR SCHEDULED APPOINT WAS SET IM SORRY SHE IS DISAPPOINTED IN WHAT SHE CHOSE TO PURCHASE FROM A COMPANY WHO WAS NOT WILLING TO HELP HER WE HAVE BEEN IN BUSINESS SINCE WE ARE STILL HERE, WE STILL HELP PEOPLE EVERY DAY FIND THE RIGHT PARTS FOR THEIR UNITS, SELL APPLIANCES, EVEN INSTALL AND HAUL AWAY OLD UNITS WE HAVE SERVICED STANISLAUS COUNTY FOR A LONG TIME

I am rejecting this response because:It seems that Crown Appliance staff is only using a stall tacktics in resolving this matterOnce again I was told 3-working days the parts would be in ModestoOnce it was passed two weeks I questioned the tracking number of the shipment to be told they didn't knowI have a recording dated 10-11-stating that the parts will be in the first part of Next weekI have been in business for more than thirty years and am always able to track my shipments to the date of arrivalOn 10-21-16, I have a recording of the call I received from Jasmine were she stated that she was able to stop the shipment in transit and I will be getting a refund.The staff did provide me the owners phone numberI called a half dozen times to get no answerI did leave two messages and the last was October 27th at 10:AM, I have not received a return callI am still in the dark to who is in charge and responsible when the owner is outI can sympathize with Illness but a customer needed to be taken care ofThe illness had nothing to do with staff incompetence in getting repairs done in a timely fashionIt also has nothing to do with getting a refundIf you have the authority to charge you should have the authority to refundFrom 10-2-the date of the first visit it has been days and still no satisfactionI have been more than patient with Crown applianceI need to know when I will receive my refund and put this matter to rest

IM SORRY WE DID NOT RESPOND. MY HUSBAND HAD A HEART ATTACK AND IVE BEEN OUT OF THE OFFICE. I BELIEVE WE HAVE TALKED WITH MRS***. I KNOW FOR A FACT I SPOKE TO HER TWICE AND JUDY OUR PARTS PERSON ALSO SPOKE WITH HER. ONE OF THE PARTS WE HAD ON ORDER FOR HER WAS A FACTORY
BACKORDER. HER OTHER PARTS ARRIVED SHORTLY AFTER BEING ORDERED. WE CALLED THE MANUFACTURER TO HELP ASSIST IN GETTING THIS ONE PARTICULAR PART QUICKER, IN FACT I SPOKE TO THE MANUFACTURER TWICE TO HELP OUT THEIR CUSTOMER.WE DO WARRANTY WORK FOR THE MANUFACTURER. WE ORDER THE PARTS, WE PAY FOR THE PARTS, AND THEN WE INSTALL THEM FOR THE MANUFACTURER. WE CAN ONLY NOTIFY THE MANUFACTURER FOR BACKORDERED OR FACTORY PARTS IN HOPES THEY WILL SEND IT FASTER TO THE CUSTOMER. I DID NOTICE THAT HOME DEPOT NEVER TRIED TO HELP THE CUSTOMER THRU THIS PROCESS. WE HAVE CONTACTED THIS CUSTOMER TO INSTALL THE PARTS AND TO MY AMAZEMENT THE CUSTOMER WAS NOT HOME, AFTER OUR SCHEDULED APPOINT WAS SET. IM SORRY SHE IS DISAPPOINTED IN WHAT SHE CHOSE TO PURCHASE FROM A COMPANY WHO WAS NOT WILLING TO HELP HER. WE HAVE BEEN IN BUSINESS SINCE 1970. WE ARE STILL HERE, WE STILL HELP PEOPLE EVERY DAY FIND THE RIGHT PARTS FOR THEIR UNITS, SELL APPLIANCES, EVEN INSTALL AND HAUL AWAY OLD UNITS. WE HAVE SERVICED STANISLAUS COUNTY FOR A LONG TIME

THE CALL CAME IN AND WE SENT THE TECH TO HER HOUSE, HE HAD A CO OWNER WORKING WITH HIM THAT DAY. THE CALL BEFORE REQUIRED A SENIOR TECH TO BE THERE SO HE WENT TO THE GURNEY CALL TO SEE IF HE COULD HELP IN ANY WAY. *** WHO DOES SPEAK WITH A ROUGH VOICE, BECAUSE OF SEVERAL
SURGERIES, DID LOOK AT THE UNIT AND THE FOUND THE CONDENSER FAN WAS NOT KEEPING THE COMRESSOR COOL. THE FREEZER CAN NOT GET COLD ENOUGH TO MAKE ICE IF THE COMPRESSOR CANT DO ITS JOB. THE COILS WERE DIRTY WHICH WILL ALSO MAKE THE UNIT WORK HARDER AND ENABLE THE COMPRESSOR TO COOL. THIS PERTICULAR GE WAS MADE OUTSIDE OF OUR COUNTRY AND THAT WAS DISCUSSED. THE PART WAS FOUND AND THE CUSTOMER WAS GIVEN THE PRICE. THE COILS WERE CLEANED AND THE PART WAS ORDERED. DELIVERY FOR PARTS IS ANY WHERE FROM 3DAYS-WEEKS DEPENDING ON THE LOCATION OF THE PART. *** DID TAKE PICTURES OF THE COILS, BEFORE AND AFTERTHERE IS ALSO A PICTURE OF THE CREDIT CARD NEXT TO THE INVOICE TO SHOW PAYMENT. *** DID LEAVE A MESSAGE FOR THE CUSTOMER LETTING HER KNOW THAT THE EXTENDED WARRANTY INFORMATION WAS GOING TO BE A PROCESS TO GET ALL INFORMATION FOR HER. SHE WANTED THE PART AND THE INFORMATION ALL IN THE SAME DAY. SHE DID COME TO THE STORE AND SPOKE WITH *** AND *** LISTENED FOR QUITE A WHILE BEFORE SHE WAS ALLOWED TO TALK AND SHE ASSURED THE CUSTOMER THE PART WAS ORDERED AND THAT AS SOON AS IT GOT TO THE STORE THAT AT THAT POINT IT WOULD BE DROPPED OFF AND SHE COULD HAVE ANOTHER SERVICE COMPANY INSTALL IT. SHE IMPLIED *** WAS BILLIGERANT, THE TECHS WERE RUDE, AGGRESSIVE. THE REFRIGERATOR WAS WORKING WHEN THE GUYS LEFT, SO THAT IT WOULD HOLD UNTIL THE PART CAME IN. SHE WAS VERY AGGRESSIVE ON THE PHONE AND WHEN SHE CAME INTO THE STORE TO DEMAND HER PART IMMEDIATELY. WE WENT OUT TO REPAIR HER REFRIGERATOR. WE ARE NOT LIARS, WE ARE NOT THIEVES AND TO BE CALLED THAT IS SAD. HER YELP PAGE WAS ALSO NAME CALLING AND AGGRESSIVE. WE HAVE BEEN REPAIRING FOR OVER YEARSWE HELP OUR CUSTOMERS TO GET THEM UP AND RUNNING NO MATTER WHAT THE APPLIANCE IS. IM SORRY SHE IS NOT HAPPY, BUT THIIS CUSTOMER WAS ARGUMENTIVE FROM THE BEGINNING

Crown was called out to do a service call for Mr***. The tech did diagnois that it needed a new icemaker and a relay. When he called in to get the parts prices and availability, he mistakenlywrote the prices in and the correct total of what the parts would run. But when
writing the individual prices did not enter the correct price and was shy. The paper work came back to the store and it was decided that our senior tech should take a look to comfirm . The customer was called and he agreed to it. The tech also found that the control board was not keeping the freezer to the tempneeded. The senior tech is very good at what he does and was spot on with his call. The customer called the store to price new units comparable to the Profile series he owned. In which the sales person did but after a couple of days of milling it over with his wife, it was decided to repair what they had. He was told where the parts were coming from and he agreed to pay and wait because the cost of repair was much less than buying a new. When the customer called to complain about the time, he was reminded of the time it was going to take and he said he was never told. It states clearly on the invoices used that there is no return on parts. Every invoice is stamped with it. He was never quoted a 40% restocking fee. And when he acussed the sales person for over charging, and he could buy a model for a lot less, it was not a comparable model in which he asked for. The sales person went to the website of the store and brought up the same model number quotes and the difference was less than He called and was very rude to the girls who answer the phone making accusations and asking questions, in which he had the answers to. The customer was not charged for the senior tech. He has said he is going to the local police department, and called the office numerous times making threats. The owner is out of state for medical reasons. Has been in the hospital for surgery and that was explained.All has been explained and with no patients he called times in one day. Even called personal cell phones when those were used to give him information on products. Tell us why here

I am rejecting this response because: First of all I'm the one who called to find out the status of the parts ordered They sent a second technician who came out not prepared to do the workHe did not even have a quarter inch socket to open the back panel of the refrigerator He did mention that I would need a computer panel and that crown will be getting back with me with the cost***e is correct that I did not agree to purchase a refrigerator from them because their price was easily three to $more than what Home Depot or Best Buy had to offer ***e did convince me to make the repair and that the parts will be in to business daysMy visa was charged an additional $On October she was unable to give me an idea of when the parts would be in or could not even give me a tracking number for the orderI did tell her that I would like to cancel the order at this time and she did inform me that there would be a 40% restocking feeOn October 21, ***e stated that I will be getting a refundI do have this conversation recorded on my voicemailAs of today I have not received a refund or have been even given a call from her or the ownerShe told me that the owner was *** *** When I question who was *** ** *** she mumbled and said he is the ownerThen I Aked who is ***? She stated he is the assistant ownerI was left a message on 10/Supposedly this was the owners phone number I have called the number *** *** about a dozen times with no responseWe did not agree to no timeline on this repair of an important appliance such as a fridge I was told on two occasions that it would be to working days at the mostI don't believe anyone would agree to have no timeline on the repair of an important appliance like a refrigeratorAs of this date November I still have not received a phone call with a refundAs far as being rudeThat is not my natureI have been more than patient***e has the right to charge me, she should have the authority to refund when they are not able to perform their commitmentThanks for your assistance on this matter

CROWN WOULD LIKE TO MAKE IT CLEAR THAT THE OWNER WHO HAS HAD MANY HEALTH ISSUES THIS YEARHAS BEEN IN AND OUT OF THE HOSPITAL AND TRYING TO RECOVER TO GET BACK TO WORK. THE SECOND TECH THAT CAME OUT HAS OVER YRS OF EXPERIENCE AND ALSO HELD A CONTRACTORS LICENSE IN ELECTRICAL. HE READS ALL TECH SHEETS THAT COME FROM THE MANUFACTURERS FOR REPAIR. SO MAY NOT HAVE THE TOOL BUT HE DOES HAVE THE KNOWLEDGE. IT WAS MR NAVARRO'S DECISION TO MAKE THE REPAIR AFTER A FEW DAYS OF PRICING NEW UNITS. THE TIME FOR PARTS COMING IN ON AN AVERAGE TAKE 5-WORKING DAYS AND ONE OF THE PARTS WAS TOLD TO CUSTOMER THAT IT WAS A FACTORY ORDER WHICH TAKES LONGER. MR NAVARRO WAS GIVEN THE OWNERS PHONE NUMBER AND NAME BECAUSE HE CONTINUED TO CALL 3-TIMES A DAY THE OFFICE PHONE AND THE PERSONAL CELL OF EMPLOYEE. HE WAS TOLD THAT UNLESS THE REFUND WAS APPROVED BY THE OWNER IT COULD NOT BE DONE. IF THE EMPLOYEE SAID SOMETHING DIFFERENT IT WAS TO STOP HIM FROM CALLING AND TRY TO APPEASE HIM. ABOUT HIS RUDENESS, THERE IS MORE THAN ONE PERSON WHO CAN CONTEST TO HIS RUDENESS. THE COMMENT WAS MADE TO THE OFFICE THAT HE WAS TIRED OF HEARING HIS WIFE COMPLAIN AND JUST WANTED TO KEEP HER QUITE. AGAIN THE POLICY FOR RETURNS AND RESTOCKING FEES ARE SET BY OUR PART HOUSES. CROWN DOES NOT GIVE 40% RESTOCKING FEES. ONE LAST STATEMENT, GIVING THE NAME AND PHONE NUMBER IN THIS COMPAINT OF THE OWNER IS A BREECH OF PRIVACY. THE OWNER IS A VERY PRIVATE PERSON AND DOES NOT GIVE OUT HIS PERSONAL CELL NUMBER TO ANYONE. IT WAS TOLD THAT HE MAY NOT GET THOUGH BECAUSE OF HIS CONDITION. THE THREATS OF LAWYERS, THE THREATS OF KNOWING PEOPLE WHO CAN HANDLE THIS, THE INSINUATIONS MADE OF THE OWNER WHEN HE IS IN THE CONDITION HE IS IN

MR *** CONTINUES TO REFER TO THE STAFF AS INCOMPETENT, THAT IS NOT ACCEPTABLE. LET IT BE NOTED THAT THE TIME FACTOR THAT HE IS REFERRING TO IS NOT ALL THE FAULT OF CROWN. MR *** WANTED TIME TO DECIDE IF HE WANTED TO BUY OR FIX. HE SHOPPED THE BOX STORES , THAT WAS TIME NOT FACTORED INWHEN HE DECIDED TO REPAIR HE WAS TOLD THAT THERE WAS FACTORY ORDER PART THAT HAD TO BE WAITED ON. HE WAS TOLD OF THE PARTS IN TRANSIT. HE WAS AWARE OF ALL ASPECTS OF HIS REPAIR. HIS ABILITY TO WAIT IS THE ISSUE. HE WAS GIVEN INFORMATION THAT IS USUALLY NEVER GIVEN OUT AND THE OWNER DID RETURN HIS CALL AND LEFT A MESSAGE ON THE OFFICE ANSWERING DEVICE. THE VISA COMPANY HAS ISSUED HIM HIS REFUND ON THE PARTS AS A PART OF HIS PROTEST. THE OWNER IS OUT OF STATE AND HOSPITALIZED. HIS STAFF WORKS TO KEEP THINGS MOVING UNTIL HIS RETURN

I am rejecting this response because;It seems that Crown continues to repeat the same story with no conclusionWhen is this refund going to be made? Please answerI have not received communication from the ownerNo message was left on my recorderEven if a message was left that is not going to resolve the issueIf you are keeping things going at Crown until his returnYou should have the authority to refundIt is time to stop procrastinating and act in good faith so we can put this to rest

Company states: We have gone out to the consumer's location and have resolved the issues with them

I am rejecting this response because:I just can't in good conscience accept the responseAlthough *** was very nice and came out personally to take a look at the damage caused by VPM custom cabinets,
even she admitted it was more than she could handleI've attached pictures of the shotty work, along with the damage caused from them attempting to clean the white haze off our cabinets by using isopropyl alcoholI had expressed my reservations about using alcohol in the first place, but I was assured it was fine as long as it was wiped off quicklyI guess they missed a portion because you can plainly see from the pictures that a large portion of our wood was damaged...even part of the wood floor; I assume from drippingI've also included pictures of the attempts to fix the missed stain spots on the cabinets and how horrible it looks afterward - as well as finding more spots that were missed.I want to go on record as saying that I appreciate *** and her concern and attempts to help; she was very nice and seemed to careShe left it open for us to let them know what to do next, but at this point I just want this over with and we will figure out how to take care of it ourselvesI'm not a business owner, but if I was, I'd probably have offered a partial refund of some amount, but that was not offered to usI will surely be more cautious in the future as to whom I hire to work in our home.Thanks,*** and *** ***