Dan Marc, Inc.

[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 is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I understand that there may be other issues that lead to the malfunctioning of a product that do not require the entire replacement of a part. However, the problem was described as being with the control panel from the beginning. Also, the conversations I had on the phone revolved around locating the part for order. The phone conversations I had lead me to believe that the part was backordered, or something similar, and that was what the wait was for. The control panel has not been available for some time. It was discontinued and replaced with another part that is also discontinued. This was never mentioned to me. If it had been, I could have weighed the options better, because as it stands, I now have to buy an entirely new oven as well as being out of the $119 fee. Which is, to be fair, a much larger expense than $30 for shipping parts. My specific complaint lies in that this information was either kept from me (hence my feelings of a scam) or that the service company was unaware of it till the last minute, which is poor knowledge of the product to be serviced.
Regards,
[redacted]

The rejecting of the response with no technical validity is not fair.  If they do not believe what we stated, they very easily could have checked around and found that there is, in fact many different methods to do the same repair.  I , for one, was taught by Sears one method and by Whirlpool another.  Both of which are correct in resolving the issue, but it’s a matter of preference and teaching

A check was sent out this morning.  Apparently, the refund was created when we were supposed to, but for whatever reason was not completed.  Our apologize for the inconvenience.

Complaint: [redacted]
I am rejecting this response because:Once Again this company did not fix my product and cancelled on me without notice.. They rescheduled my appointment for 11/16/17 and then cancelled without my notice after I confirmed 2x on Sunday 11/5/17. They said and stated I cancelled the apt which I didn't. I spoke to a supervisor from [redacted] by the Name of Michael W[redacted] who advised that even he yelled for the improper service I received and the disgusting and misinformed response they provided me.  Making a complaint for services that a company CLAIMS to Provide but has not done so is False Advertisement. This is not the first time I have attempted to have my Product Repaired on 5 separate occasions. of which neither have been successful because Dan Marc Feels they don't need to comply with a complaint made a consumer who has paid the warranty. SO Either they provide me with a refund or Fix my product was my suggestion. And yes My Right as a consumer is to openly make remarks about services that are not performed by a company. So therefore DAN MARC I HAVE EVERY RIGHT TO MAKE A COMPLAINT AGAINST YOU AND I WILL TELL ANYONE THAT NEEDS TO HEAR IT THAT YOU ARE A RIP OFF. AND THE WAY YOUR STAFF TREATED ME IS FAR FROM HOW ANY COMPANY WHO IS SUPPOSED TO SERVICE CONSUMERS IS SUPPOSED TO ACT. THE DISRESPECTFUL AND UNEDUACATED RESPONSES FROM YOUR STAFF WAS IRRELEVANT TO THE FACT THAT MY PRODUCT COULD NOT BE FIXED AND when asked to speak to someone else I got voicemails. How convenient. Too bad for your company because like I said this will not be the end of it. Your company wasted my time. made me miss work and not get paid on 5 separate occasions. I paid for a 5 year warranty which means that I am covered for my product until 2018 so miss me with you "threatening Remarks". Just so you and the Revdex.com Know that I am not satisfied with your remarks and if you want to show the Revdex.com my entire complaint when you try to express truth instead of falsely trying to blame the consumer as you have done in the past you will see that my threat was just a portion of my comment. Also Just so you know because of the disservice you have portrayed PC RICHARDS has offered me a brand new product so that I would not have to deal with your VERY POOR CUSTOMER SERVICE. NOW HOW EDUCATED DOES THAT SOUND TO YOU!! SINCE YOU DIDNT TAKE HEED TO MY "THREAT" AND INSTEAD UNDERPERFORMED. I HOPE YOUR COMPANY GETS YOUR ACT TOGETHER FOR THE SAKE OF THE CUSTOMERS WHO WORK HARD AND PAY THRU THEIR HARD WORKING MONEY FOR YOUR SERVICE BECAUSE YOU SHOULD NOT FOR THE SAKE OF CONSUMERS BE OPERATING IF THAT IS HOW YOU CONDUCT BUSINESS ON A DAILY BASIS..
Regards,
[redacted]

We do apologize for the multiple service appointments you have had.  However, per the mfg., we were asked now on 3 separate occasions to order and install the same parts, since it had not resolved the issue, regarding the door closing.  As far as the consumer having to call us about the...

status...we contacted them both times the parts arrived to attempt to make an appointment and left messages, so that a follow up service can be performed.  That is the reason for the consumer calling us.We have no control over the the length of time it will take for the parts to arrive, nor any authority to deem the product unrepeatable.  According to our note, however, in late June the consumer was to request just that.  IT is my opinion that the unit should be replaced, as the mfg tech support has us repeating the same repair numerous times, but the consumer must demand such.The product is under mfg warranty and no funds were collected, nor have we been paid for this repair either.  We will not offer any form of compensation, since we have done what we are authorized to do by Electrolux.  My only suggestion again would be to refuse further service and demand a new microwave from them.

Complaint: [redacted]
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 [redacted] 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 6 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

The call had been cancelled the afternoon before in our system, therefore removed from the schedule.  I see it was, in fact added back on later by our answering service that evening but the slot had already been refilled.  The evening service made an error.  We attempted to get a tech...

to assist, but they were all busy for the rest of the afternoon.  We apologize for the mix up

I am not satisfied as the response from the business was feeble and untrue.   It should never, never have taken over 6 weeks for the refrigeration to be fixed and it is inexcusable. I want a full refund.Sincerely,[redacted]

As stated in our original response; another company came out first, was asked to leave, according to Mrs., by Mr.  We could not tell what condition the tubing under to top was in, since it is not visible and took every...

effort to carefully remove the parts to get to the failed item.  This is not an uncommon issue, where the parts get “welded” together, forcing other parts to be replaced, so as to gain access to the under side of the range top.  We, again, had every intention of replacing the part (tubing), but the mfg discontinued that particular part.  Please remember, this product was not functioning properly which is why he had 2 companies there to fix it.  He has since sued our company, not the original company who he stated was incompetent as well.  We have to date spent a good amount of money on legal fees, and it is currently in the courts hand at this point.

Complaint: [redacted]
I am rejecting this response because:This is not true. When the technician came the first time, he said it was just the igniter. He said that the igniter was old and that it just needed it to be replaced. When he came back the 2nd time to assess, he didn't even open my oven to look again. He said it may be other parts. If he stated during the 1st assessment that it could be multiple parts, then I would not have ordered the igniter. But because he assured me that it was, I agreed to have the igniter replaced.
Regards,
[redacted]

wE DID ATTEMPT TO GO BACK TO THE CUSTOMER AND DIANE SPOKE WITH MRS.  TECH WAS AT HOME AND WAITED AN HOUR, YET CUSTOMER NEVER CAME AFTER PROMISING TO DO SO.  WE HAD TO PAY HIS OT FOR THAT DAY, SINCE HIS DAY RAN LONG, WHILE TRYING TO ACCOMODATE THEM.  WE REPORTED BACK TO WP AND ADVISED...

CUSTOMER TO HAVE ANOTHER SERVICE COMPANY DO THE REPAIRS.  WE DID OUR PART AND WILL NOT CONTINUE TO LOSE REVENUES, SUE TO CUSTOMER NOT BEING UPFRONT AND HONEST WITH US

The clock is the control which is mounted to the control panel and sits directly behind the touch pad portion of the panel.  There is NO WAY to know without testing, if it's the clock/control, control panel or a loose connection between the two.

[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 is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
When I received the call from Dan Marc on 5/6/2017 that the technician called in sick, I immediately made another appointment on line for 5/13/2017, however I never received a confirmation for the appointment on 5/8/2017, neither did I cancelled the appointment for 5/8/2017.  Had the appointment been meet for  5/8/2017,  I would have cancelled 5/13/2017.  This is the 2nd time I had schedule an appointment and NO one showed.
Regards,
[redacted]

We gave a response that we feel on a 30 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 $300 on a product that is 20 years past its’ useful life.  And if anything were to go wrong shortly thereafter, the cost of the repairs would exceed a new stove.

The refrigerator has a leak in the sealed system which requires repair, not just filling with freon.  IF you had a leak in your pool, you don't just stick a hose in it, fill it back up and say it's fixed, but let us know when the level goes down again.  The proper method is to replace what...

would be required to stop the leak, as it has most likely contaminated the system.  We have a responsibility to fix the product the right way, as suggested by the mfg.  There's no doubt the refrigerator is not "fixed" at this time as leaks to go away, they continue to let the freon excape.

Complaint: [redacted]
I am rejecting this response because: Dear Dan Marc Rep: Respectfully, you did not read my complaint and respond to the issue at hand. I mentioned that Sears is going to return to fix the issue. The issue is not what Sears has done, but what Dan Marc has not done. Dan Marc would have no way of knowing our refrigerator had a leak because they did not diagnosis it. The Dan Marc rep said our compressor was broken; which was inaccurate, because he did not perform the necessary tests to understand the issue. Please refund us our money since we had to pay for another company to resolve the issue.
Regards,
[redacted]

I am rejecting this response because: to clarify some facts.
I have credit card receipt and original package, confirming that replacement glass was ordered and shipped directly from [redacted] in March of 2015. As to the damaged glass: it was tech himself, who admitted cracking the glass while pushing burners in place ! Beside crack,going from the top to bottom, you can see small dent which was caused by excessive pressure on ceramic glass, and also scratches on stainless steel trim proves improper and unprofessional handling by this technician. We inspected glass several times, not only with naked eye, but with flashlight and fingertips inch by inch ,due to our previous experience. (First glass we received was cracked)
I am not surprised by technician changing his story. Reading company reviews, it's more than obvious they are not willing to take responsibility for anything, and customer satisfaction is not their priority!Because of my previous experience with Dan Marc, I preffer to get my money back and take care of the rest myself.

Mechanic was on time efficient and friendly found and fixed problem quickly