Grand Appliance & TV-Chicago

Complaint: [redacted] I am rejecting this response because:it was not handed over to their insurance it was handed over to their installers insurance which I was not made aware was going to be a third party Since grand hired them, I expect grand to stand by their sales They have notThey refuse to acknowledge my issue and refer me to the installer Sincerely, [redacted]

stop!!!! do not proceed with a purchase if your purchase requires an installI purchased over $8,worth of appliances and this is my storythey subcontract their installation to non licensed trades - the company they contract to is ***, incafter spending over $13,on brand new floors and requesting their a team installers, I got kids who destroyed my house with over $20,in damageswhen I called grand to step in they said they were not at fault and to file a claim with my homeowners insurancebeware - they say they are a family run business but you are not allowed to speak to the owners per [redacted] (manger of customer service) [redacted] will meet or beat their prices and have actual in-house licensed plumbers/electricians do the installnow im left with a destroyed condo and grand telling me they cant assist I urge you to contact me before buying, I have video footage of the non licensed installers saying they messed up yet [redacted] who is their insurance carrier

Initial Business Response /* (1000, 5, 2014/07/21) */
Contact Name and Title: ***
Contact Phone:***
Contact Email: ***
*** took delivery of a Frigidaire gas dryer (M***; S***) on August 24, On July 10, 2014, she
contacted the Grand Appliance & TV store in Chicago following repairs to said unit from Premium Appliance Repair
As you can see from the attached service documents, the failure was that of a thermostat limiter, but the customer says that the technician found a paintbrush inside the unit and after talking with the manufacturer, assumes that we delivered her a "refurbished" applianceHer signed delivery document (also attached) shows her acceptance of a new dryer
I informed the customer that we did not put a paintbrush inside her dryer or sell her anything other than a brand-new, boxed appliance, but that as a customer service, we could reimburse her for $worth of service on*** Repair invoice***
The dryer has been in her home and out of our custody for almost two years, and as a result, we would be unable to exchange this appliance for ***
Initial Consumer Rebuttal /* (3000, 7, 2014/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The dryer Grand gave me was a "replacement" for the first faulty dryer that they originally delivered (the door wouldn't shut properly)This was the second dryer they delivered that week to meNowhere on the delivery document does it say it was "new in box." In fact, it was notThey simply brought a different, unboxed dryer and swapped it out
This dryer has never been serviced or opened prior to this repair
Grand sold me the appliance and it was faultyThe paint brush damaged the inside of the dryer and posed a life-threatening fire hazard to me and my family
I'm not asking for the cost of repair, as the damage done to the machine is separate from the thermal limiter repairI am asking for the company to stand behind its product and give me the new machine I paid for, without foreign objects inside the machineIt matters not how long the item has been in my homeThey sold me a faulty, damaged product and now refuse to honor their customer commitment to service and quality
Their "gesture" of $is unacceptableFrankly, if they deny responsibility, why would they offer any payment to me at all? I ask how they would react, had this happened to them
Attached is the invoice that states what was found, along with a photograph of the paint brush
Final Business Response /* (4000, 9, 2014/07/29) */
Grand Appliance & TV replaced ***'s dryer with a new, boxed unit in 2012, as is documented on the invoice *** Our invoices never say "new in box" anywhere on them, as this is the default condition of all the products that we sell and deliverWe never opened or repaired this dryer
***'s dryer worked without fail for two years, until the thermal limiter needed replacingThe technician from *** Repair did not note the discovery of any foreign objects in his notes, so it is conjecture to assume that a paint brush would have caused the failure
We are not offering the full cost of the repair, as Grand Appliance & TV did not put the paintbrush inside the unit, either prior to delivery or during the two years it was in ***'s homeWe offered a portion of the repairs as a gesture of customer service while denying any fault in the matterI apologize if she takes offense to the word "gesture"
I have already answered by phone ***'s question as to how I would personally respond to such an offerI would accept it

This was immediately turned over to insurance on 8/when the damage was reported

stop!!!! do not proceed with a purchase if your purchase requires an installI purchased over $8,worth of appliances and this is my storythey subcontract their installation to non licensed trades - the company they contract to is ***, incafter spending over $13,on brand new floors and requesting their a team installers, I got kids who destroyed my house with over $20,in damageswhen I called grand to step in they said they were not at fault and to file a claim with my homeowners insurancebeware - they say they are a family run business but you are not allowed to speak to the owners per *** (manger of customer service)*** will meet or beat their prices and have actual in-house licensed plumbers/electricians do the installnow im left with a destroyed condo and grand telling me they cant assist I urge you to contact me before buying, I have video footage of the non licensed installers saying they messed up yet *** *** who is their insurance carrier

Complaint: [redacted]
I am rejecting this response because:it was not handed over to their insurance  it was handed over to their installers insurance which I was not made aware was going to be a third party....

Since grand hired them, I expect grand to stand by their sales.  They have not. They refuse to acknowledge my issue and refer me to the installer. 
Sincerely,
[redacted]