Fraser Paper

Initial Business Response / [redacted] (1000, 8, 2015/11/18) */ Big Chill located a technician from [redacted] The assigned tech evaluated fridge on 10/17, determining that customer required a new hinge and replacement light bulbOnce parts were received, the tech confirmed service with customers for Saturday, 10/Tech specifically instructed customers that they would be updated after his late morning appointments progressedHe conveyed to Big Chill that customers had preferred an exact time window, but tech explained to them this was not possible for that particular weekend dayServicer spoke with [redacted] just after 12pm on 10/31, and said he was flexible and willing to service later in the day or SundayCustomers declined his offer to service later that day and expressed that he had missed their established timeThe technician and Big Chill both consistently attempted to contact customer to reschedule since 10/On 11/18, Big Chill rep spoke with customer about assigning a new technician to complete serviceThe details for this follow up service will be arranged this weekAlso during our conversation our year warranty coverage was reiterated to customer, which reserves the right to service all appliances we sellOnly if a technician determines an appliance unfixable would Big Chill issue a replacement unit and customer acknowledged this policy Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/11/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) There are blatant lies told here by services to Big ChillThird serviced gave two hour window and called an hour and a half after window was upEvery services this company has had contact us has not done what is requiredIn total we have wasted hours waiting for services who haven't shownThe last devices who did come removed screws from door which weren't even replaced All the services have been negligent or incompetentWe have given this company almost tree months to resolve the issueThey haven'tWe will take the next step necessary to get a working fridgeWe put our good faith, and a lot of money, into buying this fridge from themIt is still not working properly or even in proper conditionWe want a replacement fridge or our money back at this point Final Business Response / [redacted] (4000, 14, 2015/12/07) */ Following the technician's determination from most recent service appointment (on 11/30), we confirmed with [redacted] that a replacement fridge would begin shipping out from our Colorado factory on 12/The unit is currently in transit with the assigned freight carrier Final Consumer Response / [redacted] (2000, 16, 2015/12/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) Big Chill has agreed to send a new refrigerator to replace the broken one

Hello [redacted] ,The customer reported December 6, that the fridge is making a noise when opening the door near the hinge of the refrigeratorShe then reported on December 17th that the door on the stove does not open or close easily or quietlyWe have done our due diligence with this customer in trying to resolve her concerns with the appliancesWe have had a service technician go out to the customers home to address both of these issues and they stated the appliances are new and working fine, they said the stove was not hooked up, the stove door is functioning fineThey also said the fridge is working fine, but there is a trim and screw that is causing a bit of screeching noiseDuring that same visit the customer sent the technician that came out away before attempting to fix the issuesWe have also offered to have a service technician of her choice to come out to look at the appliances and she has not provided anyoneWe have been hesitant to send another service technician out because of what happened the last time when we sent someone out, as well as we have had disputes regarding the charges for the appliances, she disputed the charges and then allowed us to keep the payment for the applianceAt this time as long as the charges for the appliances stand, we are willing to pay for any additional service Ms [redacted] needs on her Big Chill AppliancesShe is more than welcome to arrange service with a company of her choosing and we will pay for services if we receive the diagnostic for the item/itemsIf she does not want to set up service herself, we would be more than happy to ***ange service for her but she must allow the tech to complete the service and provide us with a diagnosticBeing that we have had service out and we were told there is nothing wrong with the fridge or the range and the customer has only said there is minor issues with the appliances, there is no need to replace them, or return them minus the restocking fee of $The customer was aware of the delivery fees before purchasing the items, therefore the delivery fees will not be reimbursedWe are willing to provide the customer with the warranty from the date they received the appliances and replace parts or do service that is necessary for year, and the major components of the fridge are covered for years ( parts and labor on the compressor, condenser, evaporator, drier and all connecting tubing) Thank you, Michele

See attached response

***,I am attaching documentation to this letter, in support of our response to a complaint filed by *** ***We have been in contact with this customer several times to address her concerns regarding her appliances she has purchasedHer appliances are still under warranty, and that being the
case, we set up a service call to have someone come out and look at her fridge and stoveWe use *** interior parts for our fridges, and *** *** components for our stoves, and made sure the service technician knew these facts, so he would be better able to service the appliances if necessaryIn the service report attached, the technician has stated the appliances are new and working fine.We have offered to have a new service technician of ***’s choosing come out and look at the appliances again, in response to her concerns, and never received a response to this offerHer appliances are still under warranty, and we will happily honor it.***’s initial delivery required four delivery team members, as she has three flights of stairsThe total cost of this delivery for her was over one thousand dollarsWe can’t, in good conscience, refund this amount, as the delivery was completed on time and with no issuesWe are not able to waive this fee for her on a second delivery of another fridge, as the delivery is complicates by the stairs, and tight corners.When *** informed us she would be disputing her charges, we informed her that we will need to pick up the appliances, since she will have been refunded by her credit card companyThis is second time she has disputed the charges on her credit card for this order, rather than allowing us to do warranty work on the appliancesWe have also not received a response to that communication. -- Mic St.***Big Chill

Complaint: ***
I am rejecting this response because:Please revisit the timeline I attachedMichelle’s recollection of timing and chain of events is incorrectThe refrigerator was deliverd Nov 24, and I reported the squeaking that was coming from the nuts & bolts rubbing against the chrome trim on Nov 27th, not Dec 6th as Michele indicates belowMichele didn’t respond to my multiple attempts to contact Big Chill until March 6, 2018, when she came upon my mulitple attempts to contact Susan, an employee who was no longer with the company.It is unclear to me what due diligence Big Chill has done other than prolong a process that should have been resolved within days of my initial complaint and which is why I have contacted the Revdex.com.As I have said, the issue with the refrigerator lies in the design, not in the mechanics of the refrigeration.Big Chill sent a service technician to fix a leaking refrigeratorMichelle’s descripion of work is outlined in the text message that Edward, the technician from *** ***, showed me so that I could have a picture of the work he was sent to performHe told me the malfunction in the refrigerator comes from the design, not the mechanics, and isn’t repairable and that he had never heard of or seen the subject appliance.I sent him away because he told me that he couldn’t fix the problem, all of which I described in my last response.Over six months ago, on Nov 24, 2017, Big Chill should have provided a perfect condition appliance and they didn’tI should not be tasked with finding a certified Big Chill service technician nor do I have the time to meet with a service technician, especially multiple timesIn January Big Chill credited my *** the full $for the appliances and was going to pick them up; however, I had trusted that they would honor their agreement to repair or replace and I reinstated the chargeThey did not do that and I will not pay for the items until there a resolutionBig Chill is welcome to make arrangements to pick up the refrigerator and the stove any time as long as they provide me with enough notice to arrange my travel (work) schedule and have a replacement refrigerator brought to my homeAs said, I ordered a set of Big Chill appliances and as long as I’m not having a Big Chill refrigerator, the stove is of no use to meI’ve elected to keep the dishwasher because it’s being used in another apartment where matching appliances are of no matterI’ve offered that Big Chill replace the Slim fridge with a proper working model, to replace what I have paid for, as well as a white Original fridge and Retro dishwasher and I will pay for those. Or, they take away the Slim fridge and Retro stove and reimburse my costs, including deliveryI will not paying restocking fees
Sincerely,
*** ***

Initial Business Response /* (1000, 6, 2015/08/06) */
Please review the copied email exchange in response to this complaint
From: Big Chill mailto:***@bigchill.com
Sent: Thursday, July 23, XXXX XX:XX AM
To: 'Big Chill'
Subject: Revdex.com response to send
Here's email exchange to send to
Revdex.com as response to customers complaint
Revdex.com phone is XXX-XXX-XXXX
From: *** *** mailto:***@yahoo.com
Sent: Tuesday, July 21, XXXX X:XX PM
To: Big Chill
Subject: Re: Big Chill update
Thank you for clearing that upWhat will be done with the stove/hood we currently are "storing" due to the wrong color? Will you send someone to pick them up? We installed the hood before we realized it was also the wrong colorWe would like the new hood installed (we do not want to have that expense AGAIN)Please let us know the plan on these above mentioned items
Sent from my iPhone
On Jul 21, 2015, at 6:PM, Big Chill wrote:
Hello ***,
Regarding the stove color, when we initially discussed the color issue I had explained what we were told by our production teamThey made an error and used an incorrect green color during the powder coating stageThe correct color has been identified, and we will let you know the projected lead time for replacement stove shortly
Please don't hesitate to call me directly with any other questions
Thank you,
***
Big Chill
Boulder, Colorado
X-XXX-XXX-XXXX
***@bigchill.com
www.bigchill.com
Thank you,
***
Big Chill
Boulder, Colorado
X-XXX-XXX-XXXX
***@bigchill.com
www.bigchill.com
From: ***@bigchill.com mailto:***@bigchill.com
Sent: Tuesday, July 21, XXXX X:XX AM
To: ***@bigchill.com
Subject: New submission from Contact Us
Name
*** and don ***
Email
***@yahoo.com
Phone
(XXX) XXX-XXXX
How did you hear about us?
Other
What can we do to help you?
Frustration has set in, maybe thru the Revdex.com I can get this problem settled!
Thank you for using the Revdex.com's Online Complaint System
Your complaint has been assigned case # XXXXXXXX
Correspondence regarding this complaint will be emailed to : ***@yahoo.com
Please print a copy of this for your records
Filed on : July XX XXXX
Filed by :
*** ***
***
*** TX XXXXX
Filed against :
Big Chill
PO Box
Boulder CO XXXXX-XXXX
Complaint Description:
We ordered appliance (Jadite Green)The refrigerator & dishwasher came firstWhen the stove & hood came they were not a consistent colorThe appliances are not all the same color and we are unable to get an answer through Big Chill's customer serviceThere should be an explanation as to why a color they offer is not consistent in the four appliances we orderedWe paid 12,in good faith two months ago
Your Desired Resolution:
We want an answer as to why the appliances do not match and we want the ones that do not match removed (stove and hood) and the appliances we ordered and paid for installed (color appropriate stove and hood)The swatch the company provided is not even close to the color we received
This case will be reviewed by a complaint specialist at the Revdex.com, and then forwarded to the business for their responseIt is our policy to allow the business working days to respond to your complaintYou will be notified when the business has responded

Initial Business Response /* (1000, 8, 2015/11/18) */
Big Chill located a technician from ***The assigned tech evaluated fridge on 10/17, determining that customer required a new hinge and replacement light bulbOnce parts were received, the tech confirmed service with
customers for Saturday, 10/Tech specifically instructed customers that they would be updated after his late morning appointments progressedHe conveyed to Big Chill that customers had preferred an exact time window, but tech explained to them this was not possible for that particular weekend dayServicer spoke with *** just after 12pm on 10/31, and said he was flexible and willing to service later in the day or SundayCustomers declined his offer to service later that day and expressed that he had missed their established timeThe technician and Big Chill both consistently attempted to contact customer to reschedule since 10/On 11/18, Big Chill rep spoke with customer about assigning a new technician to complete serviceThe details for this follow up service will be arranged this weekAlso during our conversation our year warranty coverage was reiterated to customer, which reserves the right to service all appliances we sellOnly if a technician determines an appliance unfixable would Big Chill issue a replacement unit and customer acknowledged this policy
Initial Consumer Rebuttal /* (3000, 10, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There are blatant lies told here by services to Big ChillThird serviced gave two hour window and called an hour and a half after window was upEvery services this company has had contact us has not done what is requiredIn total we have wasted hours waiting for services who haven't shownThe last devices who did come removed screws from door which weren't even replaced
All the services have been negligent or incompetentWe have given this company almost tree months to resolve the issueThey haven'tWe will take the next step necessary to get a working fridgeWe put our good faith, and a lot of money, into buying this fridge from themIt is still not working properly or even in proper conditionWe want a replacement fridge or our money back at this point
Final Business Response /* (4000, 14, 2015/12/07) */
Following the technician's determination from most recent service appointment (on 11/30), we confirmed with *** that a replacement fridge would begin shipping out from our Colorado factory on 12/The unit is currently in transit with the assigned freight carrier
Final Consumer Response /* (2000, 16, 2015/12/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Big Chill has agreed to send a new refrigerator to replace the broken one

See attached response.

Hello [redacted],The customer reported December 6, 2017 that the fridge is making a noise when opening the door near the hinge of the refrigerator. She then reported on December 17th that the door on the stove does not open or close easily or quietly. We have done our due diligence with this customer in trying to resolve her concerns with the appliances. We have had a service technician go out to the customers home to address both of these issues and they stated  the appliances are new and working fine, they said the stove was not hooked up, the stove door is functioning fine. They also said the fridge is working fine, but there is a trim and screw that is causing a bit of screeching noise. During that same visit the customer sent the technician that came out away before attempting to fix the issues. We have also offered to have a service technician of her choice to come out to look at the appliances and she has not provided anyone. We have been hesitant to send another service technician out because of what happened the last time when we sent someone out, as well as we have had disputes regarding the charges for the appliances, she disputed the charges and then allowed us to keep the payment for the appliance. At this time as long as the charges for the appliances stand, we are willing to pay for any additional service Ms. [redacted] needs on her Big Chill Appliances. She is more than welcome to arrange service with a company of her choosing and we will pay for services if we receive the diagnostic for the item/items. If she does not want to set up service herself, we would be more than happy to [redacted]ange service for her but she must allow the tech to complete the service and provide us with a diagnostic. Being that we have had service out and we were told there is nothing wrong with the fridge or the range and the customer has only said there is minor issues with the appliances, there is no need to replace them, or return them minus the restocking fee of $500.00. The customer was aware of the delivery fees before purchasing the items, therefore the delivery fees will not be reimbursed. We are willing to provide the customer with the warranty from the date they received the appliances and replace parts or do service that is necessary for 1 year, and the major components of the fridge are covered for 2 years ( parts and labor on the compressor, condenser, evaporator, drier and all connecting tubing).  Thank you,  Michele