Earl B. Feiden Inc.

Hello [redacted]/ Revdex.com Team,     To start with I am truly sorry for any food you may have lost, and any inconvenience this may have caused you. However after carefully reviewing this case and all the relevant information including the deliver, installation, and exchange of this machine...

along with several photos from each visit I can not see where we would have left the freezer unplugged. Attached you will see a few photos that we have from the delivery and installation of the washer in your home. It clearly shows a photo taken from when we delivered the washer on May 6th during the set up of the machine and showing that the hoses are installed without leaking. I understand the statement that its only you in the home however our employees being at the home does not give us unlimited liability having to do with something getting unplugged. We were in the area and I agree with that but this photo was taken after the washer was installed. Also a freezer should be on an independent outlet as they can pull up to 15 amps during start up and also should not be plugged into an extension cord. For the sake of attempting to help you resolve this matter and in no way accepting responsibility I am willing to give you a refund of $100 in good faith to help you remedy this problem. Kind regards,Bradley

Our service manager Bradley spoke with the customer on 6/29/15. After reviewing the additional details with the customer we were able to expedite the parts needed for the repair. The service is now scheduled for July 6, which the customer has accepted.  She has acknowledged that we are working...

with her to resolve the situation to her satisfaction.Thank you for your assistance.

we are tremendously sorry for any inconvenience this matter has caused you. We thought the adjustment to the bezel that controls the griddle burner resolved the issue and we as discussed earlier in the week have ordered all relevant parts however the only distributor that had it in stock is not able...

to expedite the shipment. We are scheduled for Friday this week with a senior tech as we discussed previously. Kind regards, Bradley F.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not completely resolve my complaint.  Perhaps I am overly cautious, but, as the issue has persisted for so long and I have received different information during that period, I will not consider the issue resolved until the product is received.  I do agree the response from Earl B Feiden Appliances indicates that this will happen.
Regards,
[redacted]  PS - Note for the Revdex.com - the video does not indicate if there is a message box for "accept response".  Perhaps consider adding an option for "partial acceptance" of the businesses response.  That is what I would have selected.

Bradley F[redacted] contacted [redacted] on May 16 via email to advise him that we will be replacing the Thermador down draft and blower that were installed improperly. The new products were ordered directly from Thermador and we will contact him prior as tracking becomes available. We are not able to...

provide an installation at no charge since the original sales agreement was for drop off only and [redacted]'s private contractor was installing the products.

service department not adequately trained. Issues with Kitchenaid double oven continual through one year warrant. Prior to expiration of warranty demanded the oven be removed & replaced due to inaccurate temperature; failure to maintain consistent temperature & failure to evenly & consistently cook/bake food. Demand ignored. Will not conduct business with this company again.

Review: I bought a Washer/Dryer from [redacted] and it was delivered on 10/17/2013 .It was broken when it was delivered, they said that they would replace it I 'am still waiting for the replacement . They said they would replace on 11/14,11/21,11/28,12/5,12/12. They never showed up or called , the washer/dry cost me $1,500. I expect them to be trust worthy. [redacted]Desired Settlement: To replace the LG Washer/Dryer like they said. They knew it broken when they delivered it.

Business

Response:

Dear [redacted]

Review: I am writing about the lack of customer support to help fix my washer and dryer that I purchased at Earl B. Feiden in Latham, NY on November 9, 2012. My washer, dryer and one pedestal were delivered on November 17, 2012. I ordered and paid in full for a washer, dryer and two pedestals. They called on November 16th to confirm my deliver and no one mentioned that that both pedestals would not be delivered. Also, at check-out there was no indication that there would be a problem that all my pieces would not be delivered a week later. The delivery people also did not know why the second pedestal was not in the truck. When I received the first pedestal, it was a used pedestal even though I paid $200 each for two brand new pedestals. Again, I was not told at purchase that I would be receiving one new and one used. I called the store on November 18th to ask about when the second pedestal would be delivered and why I was charged full price for a used pedestal. They told me that someone would call me back the next day. I waited the whole day on November 19th and no one got back to me. I made a follow-up phone call around 5pm and someone told me that I had to wait until the sales person was back from vacation and he would not be back for another week until November 26th. I asked to speak to a manager and I was told to wait until the sales person was back. I was patient enough and waited a week and when no one called me back on November 26th, I called towards the end of the day again and was told that my sales person does not work on Mondays. Therefore I asked for a manager to call me back. The next day, no one called me back except for a delivery person confirming about a delivery for tomorrow on my second pedestal. I never made this delivery date and was unaware as to what even happened with the second pedestal since no one would return my phone calls. The next day, November 28th, I called a fourth time and left a message with [redacted] to have a manager call me back. Finally after a week and a half, [redacted] called me back. She never apologized and also never explained to me why I needed a second delivery date. She scheduled for the second pedestal to be delivered on December 1st and also at his time, I expressed to her that I was charged full price for a used pedestal and that my washer and dryer does not seem to be working properly. She gave me a hard time about giving me a discount on the pedestal because I bought the washer and dryer on sale, but that has nothing to do with me paying full price on a pedestal. Finally she gave me the pre-black Friday sale which was $32 as a refund. I also explained to her that my washer takes over two hours to wash and over two hours to dry. It takes me about 4-5 hours to do one normal load of laundry. Also, the signal on the washer for when it finishes does not make a sound. I was told that they do not service Samsung products, but she would send a technician over to look at it on December 1st. December 1st, the new second pedestal was delivered and the service person also came over. He agreed that it seems like something is wrong, but he needs to come during the week so he can call a Samsung technician because he does not know how to service this. He told me I would expect a call on Monday, December 3rd to schedule for a second service date. I waited three days without anyone following up and calling me and on Thursday, December 6th, I called around 10am and left a message for [redacted] to call me back. I have not heard from her since then. Since it has not been about a month without them fixing my washer and dryer and now no one will return my phone calls, I had no other option but to call Samsung and see if I can go through my warranty with them. When I called, Early B. Feiden never sent in my warranty information so I had to fax that to Samsung on December 7th so they can schedule for a service person. This morning December 8th, I followed up with Samsung and explained to them my problem and they did tell me that the place I purchased my product is responsible for repairing it within 30 days, but since they will not get back to me, they assigned my case to [redacted] for them to repair it. [redacted] called me only a few hours later and I have an appointment with them on Monday, December 10th to come over and fix my washer and dryer. I think it is awful that they sold me a washer and dryer that is not working properly and will not even return my phone calls to fix it. I was also inconvenienced with two delivery dates and now waited three full weeks. I had to take it in my own hands to get it repaired elsewhere. I will never buy a product from them again and will also not recommend them to anyone. The manager [redacted] is rude and in my situation, it shows that she does not care about the products they sell or their customers.Desired Settlement: Since they will not return my phone calls to come and repair my washer and dryer that I purchased from them and since I have already scheduled for a different company to come out and fix my products, I see no other desired outcome but a refund on the defective products they sold me.

Business

Response:

To Whom it May Concern-