Dormont Appliance Center

This letter is in response to a complaint by [redacted] I am not going to go into the details of this transaction only because I believe that all of the issues involved have been resolved to the customer’s satisfaction If you would like the details, please let me know and I will forward them to you

This letter is in response to a complaint by [redacted].
I am not going to go into the details of this transaction only because I believe that
all of the issues involved have been resolved to the customer’s satisfaction.
If you would like the details, please let me know and I...

will forward them to you.

Review: I purchased a refrigerator from this business on 7-15-15. When the refrigerator arrived I noticed the two doors were not even. I contacted the company on 7-16-15 and spoke with Kim, my sales associate, who sent a repair person out to my home to repair the doors. After 7 weeks the repair person arrived to fix the doors. When the repair person attempted to fix the doors, he was NOT able to even them out .

In addition, the freezer defrosted and would then start up again. I lost many of my frozen items on two occasions.

ALSO there are spots in the refrigerator that freeze.

I am not satisfied wit merely a repair.Desired Settlement: I insist on a new refrigerator..

Business

Response:

Thank you for contacting Dormont Appliance. As a local business that has relied on customersatisfaction for many years, it is disturbing to get a complaint such as this, I am very sorry to hear that we havean unhappy customer. There does however appear to be some inconsistencies in the report which are causefor concern.The product purchased by [redacted] was an "As-ls” floor model that she inspected before making herpurchase. She did request a note be made on her order that she wanted the doors adjusted at the time ofdelivery, (as is typically necessary with side-by-side refrigerators). After the delivery was made, it was broughtto her sales associate’s attention that she was unhappy with the adjustment completed by our installers. Aservice order was quickly initiated by that sales associate. That service order was dispatched to [redacted]

[redacted]. (A copy of their invoice is enclosed).from the time of the complaint to the time the service technician actually visited the consumer's home seemslonger than normal. I was recently informed that the service company had pre-ordered a replacement doorgasket prior to making the visit. Based on the complaint it seemed logical, but the gasket was not needed as thetechnician discovered the alignment of the door merely needed to be adjusted by an eighth of an inch or less.Her complaint goes further however, and the inconsistencies are concerning. According to the servicetechnician, when he went to her home, Ms. [redacted] not only told him she simply did not like her new refrigerator,she wanted it replaced. As that was not something he could do, she told him it kept defrosting. The techniciandid not find any evidence of a malfunction, but ordered a commonly replaced part to be on the safe side.Unhappy with the prospect of repair, she asked the technician to make the refrigerator not repairable. Herefused,It is not good business to have an unhappy consumer wait for more than a few days to have a resolution initiated,and I do not have a way to show if we did anything to make sure the service provider was in bettercommunication with Ms, [redacted]. In an effort to reconcile for an assumed lack of communication, I am happy to offerMs, [redacted] a complimentary extended warranty good for one extra year of coverage on her new refrigerator.As for full product replacement, in light of the report from the service company, and due to the nature of "As-ls"products, I am not inclined to extend offers to Ms. [redacted] above and beyond what she is entitled to receive. Theproduct that was purchased, As-ls, is guaranteed per the terms of the manufacturer for one year starting on dateof purchase. At no time was Ms. [redacted] misled about the product she purchased, nor was she charged for theservices performed by the service technician. I have attached a copy of the warranty for your records. Thetechnician reported that it is operating properly.Please feel free to contact me with any other questions or concerns. 1 do hope that this matter may be settledamicably.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Packaged securely. Item arrived when promised and as described. Great seller!

Regard

[redacted] RESPONSE: 1. My name is [redacted], not [redacted] 2. When I saw the fridge on the floor I could not see that the doors were uneven as I am in a wheelchair. 3. When the technician came to finally address the issues of the doors and the frosting in the freezer and frozen liquid in the fridge...The doors were never adjusted to my satisfaction. What I conveyed to him and my nurse will attest...I told the technician that I was unhappy with the repair. It was unrepairable to my satisfaction. 4. Finally, I had purchased an extended 3 year warranty for the refridgerator so a new fridge should be covered

Business

Response:

Thank you again for contacting Dormont Appliance. I have read through the reply from [redacted] regarding hernew refrigerator. Please extend my apologies for the incorrect name being used on my previous letter.The sales order and delivery order provided to [redacted] both contained a reference to the refrigerator doors appearingto be uneven. I have attached a copy of each. That sort of reference is typically made upon the customer’s request.Regardless, it is clearly stated on the two documents provided to her. The physical appearance of this As-ls refrigeratorwas not concealed in any way. In this case, it was requested on those orders for the installers to make an adjustment onceit was installed. The installers did make those adjustments.The offer for the no charge extended warranty still applies to her even though she has already purchased one. Inorder to settle this matter, we are able to issue her a refund for the price she paid for that warranty without interrupting hercoverage.As for the technician, I do not want to rely on a 3rd party for information that can be so damaging to her case. Thereare several other authorized service providers in our area that can provide an unbiased assessment of the functioning ofthe refrigerator. Functional repairs are fully covered under the terms of the warranty unless caused by abuse or misuse.An appointment may be scheduled by calling the manufacturer directly at ###-###-####.Please feel free to contact me with any other questions or concerns. I continue to hope that this matter may besettled amicably.Thank you again.Heather L.

Review: after purchasing a refrigerator and having problems moving the old refrigerator moved to the basement it would not go thru the basement door. the old refrigerator is only 2 years old therefor I just can't leave it out side. I talked to a gentleman by the name or [redacted] and was told I would have to pay a restocking fee of 25% because it was a special order I called the owner or the store but he has not returned my calls I then called and spoke to the sales person a [redacted] who gave me a hard time and hung up on me this Dormont Appliance Center has 2,518.73 of my money and won't give it back! my husband wrote down the measurements of the basement door and refrigerator and was told the measurement was wrong my husband remeasured the door the measurements are right apparently Mr [redacted] didn't read the measurements he just look at the papers and said IT WILL WORK! PS I don't even know what the special order was I bought a refrigerator simple as that I like this refrigerator and would like to work things out but do not trust these people after they acted the way they did please helpDesired Settlement: I would like my 2518.73 back there was no special order thank you

Business

Response:

This letter is in response to a complaint by [redacted].

I am not going to go into the details of this transaction only because I believe that

all of the issues involved have been resolved to the customer’s satisfaction.

If you would like the details, please let me know and I will forward them to you.

Review: We purchased a washer and dryer combo with a 5 year service warranty from Dormont Appliance in January. Upon delivery the dryer did not work. We did not want a broken dryer left at our house and we communicated that to the delivery driver and the salesman over the phone. Management at the appliance store did not want the delivery drivers to leave our house with the dryer and they were trying to work out a solution. It was then that I got a phone call from one of the owners, [redacted], telling me that clearly there must be an issue with my home outlet/electrical line. My father and I are both electrical engineers and we measured the voltage and frequency coming out of the line and it was satisfactory. [redacted] continued to state that the problem was likely with our line. Later that night, another owner came to our house and took measurements and concluded it was a problem with the dryer unit (after an hour or so arguing on the phone with a salesman and owner [redacted]).

The owner said he was committed to making things better and they sent someone out the next day to fix the problem. The service technician stated that the problem may have been due to mishandling of the unit. We did have Dormont Appliance deliver this unit. While this technician brought the dryer to working order, he left it with more scratches than it ori[redacted]lly had after having to take the entire dryer apart piece by piece.

We did notify Dormont Appliance of the cosmetic damage and they sent us a $100 refund for our troubles and also agreed to fix cosmetic scratches on the unit. The next technician that came out to fix the cosmetics replaced the dryer door. He also took the control panel off and realized he didn’t have all the correct parts and left stating he would need to order more parts. At this point, the dryer was still working appeared to be completely reassembled. I thought he was only ordering another part to complete the cosmetic repair. Having lost faith in the company, I told them not to worry about it that we could live with a little cosmetic damage as long as it is still working. The tech said ok, he left, and failed to tell me that in the process of taking the control panel off he broke one of the clips so the control panel was not actually completely attached at all. I realized this later that evening when I went to do laundry and the control panel nearly fell off the dryer. Technicians have now come to our house three times and the unit is in worse shape. The last time the technician left he said they would be ordering a part and getting back to us the next day. After 6 days I called to ask the status of the part. Chris told me she would call Samsung to get an ETA on the arrival and get right back to me. We are now at day 8 and I still haven’t heard back from anyone regarding the part.Desired Settlement: We spent $2800 on a washer and dryer combo with the five year service agreement. Almost three months later we still have a damaged unit in our basement and very little confidence in the service agreement we purchased as the technicians have only further damaged the unit. I would like a fully qualified Samsung technician to come and replace the damaged parts while not creating another problem in the process.

Business

Response:

Thank you for the opportunity to respond.As a family owned company, it is upsetting to hear that we have disappointed one of our neighbors in somany ways. Although our intentions were good, and although the delays in service were beyond our control,we must consider the bigger picture. This customer was uncomfortable with a purchase and we promised tomake things right. As of April 14th, a new dryer has been ordered. I am looking forward to having this newdryer installed at no charge within the next two weeks and finally making things right.And I do hope that Mr. and Mrs. [redacted] and Dormont Appliance continue to do business together in theyears to come.