Danny's Home Service

Hi [redacted], We apologize for the issue that you are having with your Electrolux refrigerator. We take all customer complaints seriously and launched a thorough investigation. After careful review, this is what we found.   The EW23BC85KS refrigerator that we sold to you was manufactured in...

February of 2014. However, it was a Brand New, Never Used, Factory Sealed piece and was only sold to 1 buyer, you, in 2016. We have contacted Electrolux directly @ ###-###-#### and they have confirmed that the serial number: [redacted] which is unique to each appliance has been registered Once and Only to [redacted]. Electrolux does Not have information of any other buyer being registered with this serial number and therefore was unable to support the claim that there was another owner. I’ve attached a copy of the Lost Proof of Purchase letter that was sent to you from Electrolux. This letter is used to initiate service and can only be given to one buyer. Our records also confirm that the Refrigerator with the Model# EW23BC85KS, Serial #[redacted] was Brand New and you are the only buyer for that particular piece. This would be against our company policy to sell a used appliance. We do not sell USED appliances.Electrolux provides a 1-year service warranty that is effective from the delivery date. The issue that you are having with your refrigerator is a service issue and is covered by the manufacturer, Electrolux, until October [redacted] 2017. Please contact them as soon as possible to repair your refrigerator while it’s still under warranty. The Electrolux Service Center number is ###-###-####.Electrolux has informed us that you spoke with them on September [redacted], 2017 to schedule service. We sent them the proof of purchase on your behalf to facilitate the service repair. Again, we sincerely apologize for the trouble that you are having with the refrigerator. Unfortunately, AHC cannot fulfill your request for a new refrigerator based on the fact that we did not sell you a used piece. Please contact Electrolux as soon as possible to have your service issue resolved. The service number is ###-###-#### and you can also link to their website at[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I also have launched a thorough investigation. After careful review this is what I have PROVEN to be true.....1. I have spoken with a SUPERVISOR at the Electrolux company on Wednesday 9/**/2017 (Ms. Tiffany P[redacted]). After explaining what I originally was told by a telephone rep at Electrolux, and then what Ms. Vanessa from the AHC appliance told me, Ms. P[redacted] did her own research. This is what she found:A) The refrigerator that was manufactured in February 2014 was registered with Electrolux to a buyer on May [redacted], 2014 [redacted] of Long Island, New York.B) AHC Appliance contacted Electrolux to CHANGE THE REGISTRATION from [redacted] to my name on 9/**/2017C) Ms. P[redacted] confirmed that it IS the same serial number which is like a social security number and only ONE like it exists.D) Ms. P[redacted] confirmed to me that it IS possible to change the registration info, which is contrary to what Ms. Vanessa of AHC told me that it wasn't possible.2. I did speak PERSONALLY BY PHONE with [redacted] who told me that he DID buy this refrigerator in 2014 from AHC. He experienced a major problem with the freezer part of the refrigerator and fought with them to take it back, which they did. He also did tell me that he would NEVER do business with them due to the problem(s) he had wit them.3. The problem I am experiencing with the refrigerator is the EXACT SAME PROBLEM that Mr. L[redacted] described.4. Based upon the above information, the ONLY POSSIBLE conclusion is that this refrigerator that was sold to me as a new refrigerator is actually a 3 year old refrigerator that was sold to and then returned by another customer. it still has the SAME defect that it had 3 years ago.5. I ordered and paid for a NEW refrigerator, which is NOT what I received. I stand by my original request (now a DEMAND) for a NEW REPLACEMENT refrigerator. This refrigerator has ruined over $100 worth of food, PLUS it is continuously running due to it's problem costing me additional expense in electricity. I am also requesting to be compensated for this at this time.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Customer complaints are taken seriously at our company. We have been in contact with the customer and the manufacturer. The customer's original claim that we sold him a used refrigerator was not supported by the manufacturer. As per their records and ours he was sold an unused refrigerator. It was manufactured in 2014 and delivered in 2016 but never used or sold to anyone else. We do not make the machines and try our best to help customers if there's ever a service issue with their appliance. We've worked tirelessly to try to find a resolution to his refrigerator being repaired or replaced. During the time of his complaint he was advised that the unit was still under warranty and should call the manufacturer to have the unit repaired while under warranty. As per the manufacturer, the customer reached out to them during his 1 year warranty period but he adamantly refused repair or service of any type and wanted a replacement. The Manufacturer's Executive Liaison advised him that they would be unable to accommodate a replacement of the unit. They are unable to issue a credit for a unit that has no service history or diagnosis by a tech of having a manufacturer defect. They were never given the opportunity to see the unit and determine if repair or replacement is needed. Unless a customer purchases an extended warranty, the appliance is covered for the [redacted] year from delivery date by the manufacturer. After 1 year the customer is responsible for any service repairs. We've exhausted all of our abilities to help.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

By the time AHC Appliances got the issue of this refrigerator being registered to someone else, the warranty on it HAD EXPIRED. I never refused service. As a matter of fact it was because I attempted to GET SERVICE ON IT and was refused service by the manufacturer that I discovered this whole issue that became a nightmare. Now, I am stuck with a defective refrigerator that is out of warranty and the reason that it was never repaired to begin with IS THE FAULT OF AHC APPLIANCES.I will have no choice at this point but to file a lawsuit against AHC APPLIANCES since they are not willing to accept responsibility for their multiple mistakes in selling me this old and defective unit that they should not have sold me in the first place.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Please be advised that Corey, who handles contracts at our store, has been in touch with Olga Taylor and emailed her clarification this morning. As I noted in my last reply, I made sure these contracts were entered and processed by last Thursday.  She purchased 2 appliances from our store, a double oven gas range and a microwave. She did NOT pay for the microwave warranty but as part of the sale the salesperson included it in her purchase. There is a 5 year DOP (DATE OF PURCHASE) warranty for the range and a 2 year (DATE OF PURCHASE) warranty for her microwave on her order.  EVERY extended warranty includes the first year of coverage through the manufacturer and the additional years through the warranty company. This is the policy of EVERY appliance extended warranty company The extended warranty for her microwave is a 2 year warranty from the date of purchase. One year is from the manufacturer the additional year is through the warranty company. I am attaching her original invoice to this email for clarification. She received this same invoice so there should be no confusion Thank you[redacted]