I am very happy to report that the board and the service call have been taken care of for Ms***Initially there was some confusion on whether or not the part would be covered under the extended warrantyAfter it was determined that the part would be covered, the part that was needed was on
factory back orderWhen the part finally arrived the service tech installed itWe apologize for any inconvenience and misunderstanding that may have occurredWe will not be paying for any service calls that Ms*** initiatedThank you very much for contacting us
Complaint: ***
I am rejecting this response because:In regards to the closed complaint (#***, I would like to file a response to the businessI didn't see the email and/or the timeline that was due for a responseI have written a response because the business' response to my filing is inaccurate and falsePlease read below:Since my report was submitted to the Revdex.com, the repairman finally came out and repaired one of two electronic boards, which was the cause of the problemI reject the response from the business because the desired settlement was not metIn order to have this repair take place, it spanned approximately a three month time frame with numerous calls, no responses and very bad customer serviceWhen a reputable business sells an extended warranty, there is an established process for claims: Usually a complaint is filed, a service person is called and that service provider determines the cause of the problemIn this case, the owner repeatedly denied the claim over the phone without following the correct processShe determined herself, without any valid reason, that she would deny the claimShe states that there was “confusion on whether the part would be covered”, but this is the contentious pointI explained, in detail, what was wrong, and she decided, without proper process, to deny itThis is the reason that I felt I had to hire an independent contractor to prove that it was indeed a covered part, which cost me the $for diagnosisWhen I spoke to *** and relayed this information, she said she would have *** come out and look at itDue to another several weeks delay, I called *** to ensure *** had scheduled the appointment as she said she would*** told me she hadn’t and if I wanted it scheduled, they then instructed me that I would have to place my credit card on file until *** approved the service callBy this time, *** had agreed that she would send someone out, so I placed my credit card in faith so I could have the appointment bookedOnce they came out, made the diagnosis, agreed with the independent contractor I had previously hired, then, and only then did she order the partThe part sat at her business for over two weeks because she didn’t want to pay *** to come out to fix itShe hired her own contractor, and told me that he would come out when he could, since he already had another full time job and was going to do this for her in his spare timeWhen I asked her to pay/reimburse for the service call, $75, she became upset because she said she never intended to pay them and was going to order the part only, not pay for the diagnosisSince she never made the appointment to have them repair the part, then she felt that I had to pay for the diagnosisThis is an extreme way to cut corners while I waited for months without an ice maker or dispensable water, which we also had to purchase ourselves for those months at an added expenseDue to the above facts, I will continue to pursue this until the desired settlement is met.
Regards,
*** ***
We are sorry for the misunderstandingThe company that takes care of and monitors our website made a mistake with the model number and the pricing.We explained this to the customerSometimes these mistakes happenThe website also stated that we sold parts, had a service center and sold Kitchen
Aid mixers-None of this is correct eitherThe customer is mistaken when she states that she was charged for the purchaseShe was not charged one single penny on her credit cardour website does NOT take paymentsIt's impossible for this payment to have occurredOnce again we are sorry for the mistake that Website monitoring company madeIt is not our intention to have these problems occur but occasionally they doThank you
First of all, there are no exploding parts in a washing machineThis customers unit that was on *** *** *** fell apart a year ago due to customer misuse by putting a waterproof garment in the machine, and having it spin on a high spin cycle. this could happen to any brand of
washer, not just ***. *** has dedicated a phone number and website for the customer to use to help resolve their issueAppliance Mart did NOT manufacture this washer, *** didso the responsibility does lie with *** on a resolutionIf the customer follows the right steps, they will be taken care of
Today is the first time that I heard about this problemI am very sorry that the air conditioner is not working properlyI called *** Factory service and was told that the parts were on orderAs soon as the parts arrive to the factory service station they will replace the parts for the
customer. I know this is frustrating for the customer but *** is working to get the parts to the service station as fast as they canI am very sorry that the customer is not happy with the factory serviceSome times it takes a bit longer than they expect
Complaint: ***
I am rejecting this response because:I did not say I was charged, I stated that we received an order number and a response by email stating that our order was received and that we were to receive a phone call from the company, which we never did to determine what the final cost with shipping would beWe had to call youIt is bad business to have a website that according to the manager/owner even admits to there being items or services advertised that they do not provideI believe they call that advertisingYes, mistakes happen, but it seems that they are a standard on your websiteWe entered our credit card information on that website, and if as you say, there’s mistakes on it then it is possible our information could get stolenWhy have us enter personal information if you don’t use the website to sell things? This is really ridiculous As a company, you should be aware that most people trust that when you enter credit card information or if you are advertising something that you are selling or provide a service for, you should be truthful and provide that item or servicePlease take down your website and revise it so it clearly states that you are not actually placing an order on your website and do not have people enter credit card information on your website if you are not actually selling appliancesI will not use your business ever again and I will be sure to inform friends and the general public of this matterI will be more than happy to forward the email sent to us by your company so you can see it.
Regards,
*** *** *** ***
Mr*** purchased this air conditioner on 06/11/His unit has a year manufacture warranty with ***I spoke with *** again this morning and turned in a service callThe factory service company, *** ***-***, will be calling Mr*** to schedule a service callMr*** needs to contact *** at *** if he is not happy or wants an exchange on his air conditionerHis unit is months old and Appliance Mart cannot exchange the unitThe warranty on his air conditioner is with ***I realize this is not what Mr*** wants but this is what the warranty is
Complaint: ***
I am rejecting this response because:
Regards,
*** ***
the parts are not on orderThe manufacturing company is sending out yet anotherrepair man to start the process over again from scratch*** appliance came first and failedThen*** *** appliance repair came and ordered parts weeks ago and failed to get them and can't come fix it.now they are sending another company out of San Antonio to look at itThis is ridiculousI want a different appliance
I am very happy to report that the board and the service call have been taken care of for Ms***Initially there was some confusion on whether or not the part would be covered under the extended warrantyAfter it was determined that the part would be covered, the part that was needed was on
factory back orderWhen the part finally arrived the service tech installed itWe apologize for any inconvenience and misunderstanding that may have occurredWe will not be paying for any service calls that Ms*** initiatedThank you very much for contacting us
Complaint: ***
I am rejecting this response because:In regards to the closed complaint (#***, I would like to file a response to the businessI didn't see the email and/or the timeline that was due for a responseI have written a response because the business' response to my filing is inaccurate and falsePlease read below:Since my report was submitted to the Revdex.com, the repairman finally came out and repaired one of two electronic boards, which was the cause of the problemI reject the response from the business because the desired settlement was not metIn order to have this repair take place, it spanned approximately a three month time frame with numerous calls, no responses and very bad customer serviceWhen a reputable business sells an extended warranty, there is an established process for claims: Usually a complaint is filed, a service person is called and that service provider determines the cause of the problemIn this case, the owner repeatedly denied the claim over the phone without following the correct processShe determined herself, without any valid reason, that she would deny the claimShe states that there was “confusion on whether the part would be covered”, but this is the contentious pointI explained, in detail, what was wrong, and she decided, without proper process, to deny itThis is the reason that I felt I had to hire an independent contractor to prove that it was indeed a covered part, which cost me the $for diagnosisWhen I spoke to *** and relayed this information, she said she would have *** come out and look at itDue to another several weeks delay, I called *** to ensure *** had scheduled the appointment as she said she would*** told me she hadn’t and if I wanted it scheduled, they then instructed me that I would have to place my credit card on file until *** approved the service callBy this time, *** had agreed that she would send someone out, so I placed my credit card in faith so I could have the appointment bookedOnce they came out, made the diagnosis, agreed with the independent contractor I had previously hired, then, and only then did she order the partThe part sat at her business for over two weeks because she didn’t want to pay *** to come out to fix itShe hired her own contractor, and told me that he would come out when he could, since he already had another full time job and was going to do this for her in his spare timeWhen I asked her to pay/reimburse for the service call, $75, she became upset because she said she never intended to pay them and was going to order the part only, not pay for the diagnosisSince she never made the appointment to have them repair the part, then she felt that I had to pay for the diagnosisThis is an extreme way to cut corners while I waited for months without an ice maker or dispensable water, which we also had to purchase ourselves for those months at an added expenseDue to the above facts, I will continue to pursue this until the desired settlement is met.
Regards,
*** ***
We are sorry for the misunderstandingThe company that takes care of and monitors our website made a mistake with the model number and the pricing.We explained this to the customerSometimes these mistakes happenThe website also stated that we sold parts, had a service center and sold Kitchen
Aid mixers-None of this is correct eitherThe customer is mistaken when she states that she was charged for the purchaseShe was not charged one single penny on her credit cardour website does NOT take paymentsIt's impossible for this payment to have occurredOnce again we are sorry for the mistake that Website monitoring company madeIt is not our intention to have these problems occur but occasionally they doThank you
First of all, there are no exploding parts in a washing machineThis customers unit that was on *** *** *** fell apart a year ago due to customer misuse by putting a waterproof garment in the machine, and having it spin on a high spin cycle. this could happen to any brand of
washer, not just ***. *** has dedicated a phone number and website for the customer to use to help resolve their issueAppliance Mart did NOT manufacture this washer, *** didso the responsibility does lie with *** on a resolutionIf the customer follows the right steps, they will be taken care of
Today is the first time that I heard about this problemI am very sorry that the air conditioner is not working properlyI called *** Factory service and was told that the parts were on orderAs soon as the parts arrive to the factory service station they will replace the parts for the
customer. I know this is frustrating for the customer but *** is working to get the parts to the service station as fast as they canI am very sorry that the customer is not happy with the factory serviceSome times it takes a bit longer than they expect
Complaint: ***
I am rejecting this response because:I did not say I was charged, I stated that we received an order number and a response by email stating that our order was received and that we were to receive a phone call from the company, which we never did to determine what the final cost with shipping would beWe had to call youIt is bad business to have a website that according to the manager/owner even admits to there being items or services advertised that they do not provideI believe they call that advertisingYes, mistakes happen, but it seems that they are a standard on your websiteWe entered our credit card information on that website, and if as you say, there’s mistakes on it then it is possible our information could get stolenWhy have us enter personal information if you don’t use the website to sell things? This is really ridiculous As a company, you should be aware that most people trust that when you enter credit card information or if you are advertising something that you are selling or provide a service for, you should be truthful and provide that item or servicePlease take down your website and revise it so it clearly states that you are not actually placing an order on your website and do not have people enter credit card information on your website if you are not actually selling appliancesI will not use your business ever again and I will be sure to inform friends and the general public of this matterI will be more than happy to forward the email sent to us by your company so you can see it.
Regards,
*** *** *** ***
Mr*** purchased this air conditioner on 06/11/His unit has a year manufacture warranty with ***I spoke with *** again this morning and turned in a service callThe factory service company, *** ***-***, will be calling Mr*** to schedule a service callMr*** needs to contact *** at *** if he is not happy or wants an exchange on his air conditionerHis unit is months old and Appliance Mart cannot exchange the unitThe warranty on his air conditioner is with ***I realize this is not what Mr*** wants but this is what the warranty is
Complaint: ***
I am rejecting this response because:
Regards,
*** ***
the parts are not on orderThe manufacturing company is sending out yet anotherrepair man to start the process over again from scratch*** appliance came first and failedThen*** *** appliance repair came and ordered parts weeks ago and failed to get them and can't come fix it.now they are sending another company out of San Antonio to look at itThis is ridiculousI want a different appliance