Dan Marc, Inc.

Our records show that on 5/8, the call was rescheduled for Saturday, 5/

We will remove from collections

Although I disagree with the fact that my tech broke the glass, we are going to refund the customer for the purchase of the part of $ In our experience, the glass may look to the naked eye to be in good shape, but if there was not a defect in it originally, knowing they are made to take
some abuse, it would not have cracked This part is not even available through the manufacturer, so it could not have been purchased directly from ***, unless done so may months ago Regardless, I have decided to do this in spite of some misinformation provided on their part

[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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***

We apologize for any inconveniences you may have had with your service experience However, we don't cheap, lie, or do any other of the list of items you mentioned On all new appliance with electronic control boards in them, you need to have a ground outlet and have the polarity correct
as a measure of protecting the control devices If your outlet was only a pronged outlet, then it is entirely possible what you've described can be an issue So having spent money on an electrician to come and rectify that is an exercise that is needed And you did not pay us for any service Your repair was covered by the mfg And unless your electrician carries 134a refrigerant gauge with him, there is no other was of checking pressures in a sealed system, without having tapped into it with a valve port to make such a determination.Regardless, if the unit is still not working as it should, we would be more than willing to come out and repair it, as that is what your warranty is for And our warranty is stated on our invoices, should you have paid any labor or parts for repairs

We apologize for the phone issue last week There were some Comcast issues in our area and we were having calls continually drop off, due to the lack of service IT was going in and out and there was some frustration on our side, since we did not realize that for some time That
was corrected a couple of hours later, but doesn't resolve your concern.There could have been and from the sound of your complaint most likely was an error in our documenting the checks receipt internally Or it may be that the check simply got lost IF you can provide us with a copy of your cancelled check, either via fax, mail or email, we can straighten this out and correct our receivables Our fax is ###-###-#### and the email is *** Thank you and again our apologies for the inconvenience

Complaint: ***
I am rejecting this response because:
Regardless of where the clock sits in regards to the control panel (and, again, I never said the clock was the problem, only the buttons on the panel to control the oven), you have not at any point addressed the main issue with the complaintThe most necessary part, i.ethe control panel, was discontinued and hence, completely unavailable for any repairsThis was not a recent discontinuationThis information was never given to me at any stageThis is even more egregious as the entire phone conversations that I had with you were in regards to adequately locating the parts needed to replace if that was what was deemed necessaryAnd the only stated issue on your part was a delay in ordering, NOT THAT A PART WAS UNAVAILABLEYou have failed to adequately address as to why this information was never communicated until AFTER the service repairman visited and the charges for the visit were institutedThe repair man, upon first glance with no action on his part, said the control panel was what was needed
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

George, the Service Manager has been in communication with the customer and we were ordering the control panel at no charge

Complaint: ***
I am rejecting this response
because:It is not helping me in the least. I'm still without a door for my refrigerator for a length of time and Dan Marc is not living up to their responsibility that was given to them by ** *** to honor their contact that I paid for. They are a big conglomerate and they are not trying to hard to help the little people. They have already been paid for to cover my contract and they are trying to stand behind, it's nothing we can do, it's the manufacturer, but in the long run my food is still being spoiled and I still have to buy food on a daily level. My contract states, if the product is un repairable, it would be exchanged with a product of comparable performance, not to exceed the original purchase price. Now where does that leave me? I have to wait weeks and then an additional time if the door cannot be repair, for an exchange. Something has to be done, and soon
Regards,
Hannah Giles

We're sorry that you had trouble with your refrigerator We do see that a tech came out to the home on 8/5, so we did respond and return to rectify the trouble Unfortunately, they are appliances with many moving and electronic parts that can fail On the initial visit we found a
bad sensor and harness for the sensor With it being bad, it can mask any further damage to the control board (jazz board), which in this case it did As for the time to respond The first visit was next day service The sensor had to be ordered as a result of that visit The next time you contacted us for service, we had you on for a Monday, but the appointment was cancelled for a Saturday We had the part at that time to complete the repairs on the spot

The part that we ordered was the clock/control, as that is what we anticipated to be the problem That is the part we ordered that we were awaiting As explained earlier, we are trying to make an educated guess without seeing the product There is absolutely no intent to deceive As a matter of fact, when we believe a product is not worth even the visit due to the age and/or value of the appliance, we attempt to steer a potential consumer towards the purchase of a new one In this case, thinking it was the clock/control, and the fact that it 's an expensive appliance, where replacing can be very costly, the intent was to order it, have it with us, in the event it was necessary, so you, the customer,then have the option to repair it at X or opt to replace the product

Complaint: ***
I am rejecting this response because: I never got a call as u stated in your email on Tuesday at 15:23pmWhat number did u call? Who did u talk to? If I missed that call it should be in my call history! However, I did get a call from you guys at this number *** on August @ 4:29PM and he left a voicemail confirming my appointment between 8-12, I still have it in my phoneI even called your office the following day @ 11:02AM to confirm my appointment of 8-12AM and talked to a guy and my concern about the partsIt's still unacceptable that I was never informed of the changes in appointment!!!!!
Regards,
*** ***

We gave a response that we feel on a year old product is pretty fair and accurate. There are very few parts that are still available on something that old, so when the tech gives you his opinion, it’s a cautious approach, due to the age and knowing the scarcity of other parts that may be
necessary. If we purchase the ignitor, which was at a retail price of what the customer stated we quoted, plus the service fee and the labor, the repair is almost $on a product that is years past its’ useful life. And if anything were to go wrong shortly thereafter, the cost of the repairs would exceed a new stove

Complaint: ***
I am rejecting this response because:I explained the problem was with the buttons on the control panel that controlled the oven, setting temperature, setting bake vsbroil, etcI never said that the problem lay exclusively with the clockI had specifically said that I could not use the oven except to broil onlyThe clock was the part that was ordered, and you are correct in thatIt was listed on the invoice and the technician did say he had that partBut he did not have the control panel part, ***That part has been discontinued for some apparent timeI have found discussion group topics online dating back at least years to its unavailabilityI would have appreciated this information as well as the recommendation that a new oven is the only option, as that is the caseNeither of these were provided to meThere was never mention of the necessary part being unavailableThe service visit was utterly unnecessaryAnd this is where my complaint liesIf you were unaware of its unavailability, then this was poor service at bestIf you aware of its unavailability, it was negligent on your part to not inform me.I have attached images of the face of the oven, listings for the parts in question, and the relevant portion of the invoice regarding the partsIn the images, I think it is clear that any issue with the buttons would not be fixed by the clock, but only by the discontinued control panel
Regards,
*** ***

we will be issuing a refund to the consumer

The refrigerator was diagnosed with a sealed system issue The parts that were ordered were an evaporator, filter drier, service valve and compressor The tech installed everything but the compressor as it was functioning as designed The compressor was ordered, in the event the
system was contaminated, which it was not The call came in to us as not cooling That does not constitute having a sealed system specialist, unless it is determined that one is necessary So the sealed system tech was then dispatched as is necessary to determine the failure WE followed the EXACT procedures we must, as outlined by the contract company The was nothing done improperly or underhanded by anyone involved If the unit is still not functional, then our apologizes for that, but sometimes, things happen and a repair does not work as expected

Complaint: ***
I am rejecting this response because: I have proof on my phone documenting the times I was on the phone with DianeSomeone was supposed to call me when they were on the way and did notDiane stated he called me at 1:25, he was already at my home at that timeNot only did I call the service man I text him as well and the calls and texts went unansweredWhen I spoke to Diane she stated she did call me which was not the caseHe did not wait anything near an hour and when my uncle made it there mins later he had already leftI also have a record of that phone call and time of me on the phone with Diane stating he left alreadyThis company has a slue of complaints already so this is not news how unprofessional they areI also love how no one is mentioning how they came with the wrong parts, ordered only one of the two doors I was supposed to receive and had all of the invoice numbers mixed upThat they conveniently leave out of this whole mess.
Regards,
*** ***

4/Customer was screaming and cursing at office employee looking for techContinued to use vulgarityOn 5/we arrived and nobody was home5/customer cancelled and declined service

we CAN ABSOLUTELY SEND A TECH BACK TO YOUR HOME TO SEE WHAT IS HAPPENING YOU ARE COVERED FOR THE S/CALL AND LABOR HOWEVER, IF ANY PARTS ARE NEEDED, YOU WOULD BE RESPONSIBLE FOR THE COST OF THOSE WE WILL HAVE THE OFFICE CONTACT YOU TO SCHEDULE A RETURN VISIT