Eli Trading

Review: This person advertised on [redacted] as a dealer of tested and verified appliances, selling them with a complete 30 day warranty. I was a little put off as he only took cash, but as we are starting a kitchen remodel, we needed the unit. Took delivery on Thursday May 9th in the afternoon. Started it up, and three hours later we realized the ice maker did not work. Then the compressor started making loud noises. I called him the next morning and he assured me his repair guy would be out that day. No one called or came out. When I tried to call again, I always got voice mail. I tried all weekend, and Monday morning I tried calling from another phone. I reached him, and he admitted having received an email from me through [redacted], and he would send [redacted] out on Tuesday morning and that [redacted] would call us to confirm. Then again nothing. No [redacted], no phone calls, and now as our numbers show up on his caller id he will not answer the phone. My wife and I have left many messages, and gave him a deadline of Monday May 13, 5pm to deal with this. We received no phone calls, and are done trying. It also really bothers us that on his website he promotes to cater to the military and help them in time of need. The last thing our veterans need after serving, is buying an appliance and then getting stuck with a lemon, and no recourse.Desired Settlement: I have already stated to this man that I expect either a replacement refrigerator of the same size and calibre, guaranteed to work, or a full repair, or a full refund of the $260 I paid, (including shipping) as I would have to start over.

Business

Response:

From: Eli Trading

[mailto:[redacted].com]

Sent: Tuesday, June 11, 2013 10:13 AM

To: [redacted]@sandiego.Revdex.com.org

Subject: Reference ID [redacted]

Ms. [redacted],

Re: [redacted]

San Diego,

CA 92129

The

business did not receive a copy of the complaint as referenced in

your letter we received on June 6, 2013. We will, however,

respond to the complaint made against our business on May 14, 2013 as

complaints received are regarded as a serious matter.

The company

has satisfactorily handled this complaint. The issues stated

were resolved for the customer with no further incident.

During our review of the complaint, there

appeared to be discrepancies of the facts which we would

like to address.

Our first issue with this complaint is the

complainant states our business "only took cash" which is

untrue. Our website clearly states we accept credit cards as a

method of payment. Furthermore, this statement has no relevance

to the complaint as cash payment is acceptable and this is

complainant's attempt to degrade our credibility as a business.

As a very

small business, we apologize for not handling a repair immediately as

it is our intent to do so. From time to time, we have to rely upon

our strong working relationships with mechanics to help provide

quality service to our customers. Unfortunately, service calls

can not always be handled same-day or effectively as we would prefer.

We take pride in our work and are working on strategies to

effectively and promptly handle customer service calls.

Our second

issue with this complaint is the complainant states personal opinion

regarding our discount policy for veterans. Our business does

not "cater" to any particular customer as stated by

complainant, rather we clearly indicate on our website we offer

discount for military, law enforcement, and fire personnel as we show

our support to the men and women who make sacrifices for our

community. Furthermore, the complainant states "the last

thing our veterans need after serving, is buying an appliance and

then getting stuck with a lemon, and no recourse." Again,

not relevant but also very slanderous in nature and assumes we take

advantage of our military members. Our business is located near

a military installation and do much business with military members

with very positive results. Our company takes these types of

accusations very serious and will not tolerate slander and

falsehoods.

Our third

issue is complainant again makes an assumption that we screened his

calls and were evading his attempts to make contact with our

business. Our business hours and address is clearly advertised

on our website and is open to the public during these hours. As

a small business, there are times issues should be handled more

efficiently and we regret the inconvenience we may have caused.

It is not uncommon to have customer's complaints go unresolved

for many days due to logistical issues. With that said, it is

our belief this complaint was hasty to say the least. The

complainant's statement failed to stay on topic and instead made

false accusations expressed to the Revdex.com with intent to hurt our

business rather than receive adequate solution to the original

complaint.

Thank you for your time.

Sincerely,

Eli Trading

Consumer

Response:

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

To Whom It May Concern:

.

As NO repairman EVER showed up, it totally invalidates his

second mention. As to cash only, it may say credit cards on the website, but I

found him through [redacted] and he told me on the phone that absolutely cash

only.

I may have lashed out a little on the veterans issue, but

since I have a son who serves, and I felt that I got ripped off by the no

warranty issue, I certainly don’t want our warriors to go through that.

I know a small business is busy, but I tried 5-10 times a

day, and emailed and he NEVER answered. The only two times I reached him was

the first time, before I complained, and another time when I used a neighbors

phone. Every other time it would go to voice mail, and I was told that they see

caller id. At any rate, since he NEVER called back, and NEVER sent a repairman,

it is a moot point.

Furthermore, to say it may be many days to resolve a problem is good business practice is questionable. Perhaps if it had taken a few days to resolve, but we had been called and notified along the way it would be different. At this point we are weeks into this, still with a broken refrigerator and have YET to see a repairman OR get a phone call. We also lost time two days as we waited for a repairman who never showed.

I will be satisfied and accept the proposal when the ice

maker and refrigerator is repaired as promised.

Regards,

Business

Response:

Hello,

We have made changes to our policy regarding service calls to ensure timely repairs. Please let us know if the mechanic completed the necessary repairs last week.

We apologize for the inconvenience this has caused. Feel free to call our new service line at ###-###-####. We appreciate your business and will do what we can to make sure you get the necessary service needed.

Sincerely,

Eli Trading

Consumer

Response:

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

----------

Forwarded message ----------

From: [redacted] <[redacted].com>

Date: Tue, Jun 18, 2013 at 4:30 PM

Subject: RE: You have a new message from the Revdex.com

To: [email protected]

How can

you POSSIBLY close a case that has NEVER been resolved or ANMYTHING REMOTELY

like that? Maybe they can sweet talk and say all the things that SOUND right,

but if you believe that on FAITH alone, you are doing a great disservice to the

Revdex.com and the public. It is looking more and more like a total scam as NO ONE

came to look at or fix the refrigerator. We are still in the same place we were

when I filed this complaint. What is the justification to close this if Eli

Trading did ABSOLUTELY NOTHING to resolve this issue. He may write a nicer letter

but they were only words, and lies at that as NO ONE has been by.

Very

disappointed in the Revdex.com

Review: The refrigerator I purchased went out and stopped cooling at 33 days after purchase. The business said their warranty only lasts 30 days and we would have to pay for repairs through their mechanic. I stated I would like them to come out and repair the product. I spoke to the mechanic that was supposed to come out and he had no knowledge of him having to come and repair our refrigerator. I called the business back and the gentleman on the other end at Eli appliances was completely rude and kept hanging up and ignoring our calls after I asked about the status of our repairman. Needless to say, no one contacted us or showed up. I had to contact [redacted] and have them repair the refrigerator even though I didn't purchase it through them. I had to pay $400.00 to fix it. A couple days later it broke again with another problem and will cost even more to fix. I called Eli Appliances to speak with a manager about the issue and the gentleman on the other end said the manager was not in and if he could help me. I explained this to him and he said we were supposed to get the repairs done through Eli's and they would have paid for half of the cost. I told him I tried to get it done through them but kept getting hung up on and disregarded. My food was going bad and I had to get it done fast so I was forced to call [redacted] for repairs. He then got very angry and rude and said there's nothing for him to do and we messed up by not calling them. I told him once again I tried to call and set up repairs through Eli's and take advantage of their offer to pay half but was blown off by the gentleman at Eli's to get a mechanic to my house. I asked if they would reimburse me half for the repairs I got on it and he said no it has to be through Eli's. I once again said I tried to. He said he can't help me and call some other time. I told him that the refrigerator Eli's sold us was junk because it completely broke down and started leaking everything 33 days after we purchased it. The gentleman then said it was a used product and it was our fault we bought it used. I said I would be filing a complaint.Desired Settlement: Reimbursement of cost of repairs or refund of refrigerator and removal from my house.

Business

Response:

To Whom It May Concern,

Our store warranty is 30 days parts and labor

from the date of purchase. The customer

was out of warranty when the problem occurred.

The customer was given our preferred mechanic’s (not an employee of our

company) contact information to arrange a time for the repair. Working with our mechanic would have ensured

the customer would be given a reasonable repair rate. Unfortunately, the business does not have the

capacity to be a liaison between out of warranty customers and the mechanic. In this instance, the customer had the ability

to contact the mechanic and schedule an appointment but failed to do so.

It was the customer’s prerogative to hire a [redacted]’s mechanic

to perform repairs. If there are

lingering issues with the refrigerator, the customer must contact [redacted]’s, as it

appears the repairs were not adequately completed.

While we do not like hearing negative experiences from

customers, we can only do so much as a small business. We will not reimburse the customer for the

$400 spent on [redacted]’s repairs, as this has nothing to do with our company. All sales are final with no refund as

indicated on our receipt along with the 30 days parts and labor warranty

information.

If the customer would like us to facilitate an appointment

with our mechanic to look at their refrigerator (mechanic’s rate), we would be

willing to do so.

Eli Trading

Review: I went that business for buy used washer. I bought a kenmore 800 washer for $355.00(delivery and hook up included)the sales person said the washer manufactuing date was 2012 and had no problem at all.But after I used it, I just know it already defected. It is totally defected. because it has to spin to wash cloth but it does not. Spiner is totally defected. it doesn't work. So I called them but they didn't answer. This is funny. they didn't like this before I bought this.I want you to help me to get refund. Because they lied to me. that makes me more upset.thank youDesired Settlement: They have to come and bring it back.I want to get refund $355.00

Business

Response:

We apologize for the inconvenience, however, we have not received

any phone call from the customer regarding a washer issue. Also, we have

listed store hours and the customer has not come to our store regarding

this issue. We have made contact via telephone with the customer indicating we would exchange the washer for a comparable washer. We have a no refund policy as indicated on our receipt. We would be more than happy to exchange the washer at no additional charge.