Grand Appliance & TV-Forest Park

Initial Business Response / [redacted] (1000, 5, 2015/01/13) */ Contact Name and Title: [redacted] Contact Phone: [redacted] Contact Email: [redacted] When [redacted] placed her order, it was agreed upon that she receive a "free" six-inch back guard to match a competitor's offerAfter most of the order was delivered, but before the back guard (as well as the chimney hood) were delivered, the customer told the salesperson that she wanted the 24" back guard, not the six-inch back guardThe price difference is approximately $We offered to sell her the larger back guard for this difference Please note that the six-inch back guard is the standard back guard for the appliance is accompaniesThe order was initiated July 27th, 2014, and the first mention of a 24" back guard was January 4th, Apart from our offer of selling her a substantially-reduced back guard in her preferred size, we also offered to cancel the undelivered portion of her order and refund the balanceShe indicated that she would have to talk to her lawyer, and her next communication was via this Revdex.com complaintWe are ready to proceed with whichever option she and her lawyer choose Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/01/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) When we agreed to purchase the items and made our initial deposit, it was with the inclusion of a inch back-guardThere were specific conversations about this back guard as it includes a shelf; the inch back-guard does notThe sales person did not have the model number available at the time of the order but said "if they make it I will eat the cost"Upon delivery of the range top we spoke with [redacted] the same day regarding the back guard missing from the orderWe are pursuing this as well with our credit card companyWe continue to expect the original agreement be honored that included the inch back-guard Final Business Response / [redacted] (4000, 9, 2015/01/24) */ We asked the customer on several occasions to provide documentation that we offered a complimentary 24-inch back guard (also referred to in the complaint as a "riser") rather than the standard 6-inch versionUnless we receive said documentation, we can only proceed with one of the offers previously presented to the customer: [redacted] Deliver the hood and complimentary 6-inch riser at no additional cost, [redacted] Deliver the hood and upgraded 24-inch riser for an additional $(which is $less than the retail difference--a compromise we were happy to make with the customer), [redacted] Cancel the hood and complimentary 6-inch riser and refund the customer's credit card for the balance on the undelivered goods Please note that we cannot take any action until the credit card charge back the customer has referenced is reversed or rescinded

Initial Business Response /* (1000, 5, 2015/02/19) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@grandapplianceandtv.com
We delivered a Kitchen-Aid single oven (M#***; S#DXXXXXXXX) to the residence of *** *** on 12-30-On
01-31-14, after the customer's builder completed installation, the customer called to complain that the wall oven was not heatingWe sent a service request to Kitchen-Aid, who dispatched *** *** Service for 02-07-15, a Saturday, which was the first day the customer was available
*** ordered a control, display, and oven dolly, scheduling for the next Saturday (again, the customer's first available date as he is only available on Saturdays)When repairs did not work, it was determined that another control and display were neededThe servicer ordered the parts and is ready to return on XX-to complete repairs, but the customer is refusing
If this scheduled service repair does not work, we can again approach the manufacturer and advocate for an exchange on the customer's behalf, but at this time, the wall oven's warranty stipulates the customer must take repairsIf at any point the appliance is deemed unfixable by the manufacturer, the customer will receive a new unit at no out-of-pocket cost to him
Initial Consumer Rebuttal /* (3000, 7, 2015/02/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The responding employee stated that we "called to complain that the wall oven was not heating." This is an interesting way to characterize the problemThe whole point of an oven is to heat - that's what it does, this is not some tangential functionIn addition, the oven does not do anything - it is incapable of being turned on, and has been since it was provided by Grand ApplianceAlso, the employee is incorrect in several of the comments he makesWe have not refused service for 2/(though we note that when we spoke with him most recently about this problem, he threatened that if we complained about this problem to the Revdex.com or our credit card company, Grand Appliance would delay fixing the problem)The employee also suggests we are complaining about the timing of service visits, which is also wrongWe have not complained about the timing of service providers - like most people, we work, and so have had to schedule repairs for the weekendThat's fineThe problem is that a defective product was provided, and two service repairmen have been unable to fix it and informed us that we should get a new oven since we were clearly provided with a "lemon." We are very concerned that, even if a service representative is able to fix the oven in the near term, we have been provided with a broken product that will continue to cause us problems down the road, at which point we may not have KitchenAid service coverage and are sure to receive no assistance from Grand ApplianceGrand Appliance should provide a replacement, and then they can work with the manufacturer to fix it if they believe that is possible and appropriateAlternatively, they should provide us with a full refund, retrieve the defective oven if they'd like, and we will purchase a new oven from a different company
Final Consumer Response /* (3000, 10, 2015/02/23) */
We had a visit from a third service person todayThis person was unable to fix the oven, but said the oven *might* be able to be fixed next week with a FOURTH service visitThis is absolutely ridiculousIn his last response, the Grand Appliance customer service manager made it sound like it was just a simple matter of having this next visit and then it would all be fixedYet, here we are, after a fourth try (because the oven should have worked upon delivery, much less after three subsequent service visits) with an oven that continues to be totally non-functional
Final Business Response /* (4000, 12, 2015/02/23) */
We had asked that the customer take the service appointment scheduled for Saturday, February 21, for which the parts had already been orderedIn speaking with the servicer on Monday, February 23, it appears that another part is required to complete repairsIn light of this new information, Grand Appliance & TV has offered an exchange to the consumer at no out of pocket cost

Initial Business Response /* (1000, 5, 2015/01/13) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
When [redacted] placed her order, it was agreed upon that she receive a "free" six-inch back guard to match a competitor's...

offer. After most of the order was delivered, but before the back guard (as well as the chimney hood) were delivered, the customer told the salesperson that she wanted the 24" back guard, not the six-inch back guard. The price difference is approximately $400. We offered to sell her the larger back guard for this difference.
Please note that the six-inch back guard is the standard back guard for the appliance is accompanies. The order was initiated July 27th, 2014, and the first mention of a 24" back guard was January 4th, 2015. Apart from our offer of selling her a substantially-reduced back guard in her preferred size, we also offered to cancel the undelivered portion of her order and refund the balance. She indicated that she would have to talk to her lawyer, and her next communication was via this Revdex.com complaint. We are ready to proceed with whichever option she and her lawyer choose.
Initial Consumer Rebuttal /* (3000, 7, 2015/01/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When we agreed to purchase the items and made our initial deposit, it was with the inclusion of a 24 inch back-guard. There were specific conversations about this back guard as it includes a shelf; the 6 inch back-guard does not. The sales person did not have the model number available at the time of the order but said "if they make it I will eat the cost". Upon delivery of the range top we spoke with [redacted] the same day regarding the back guard missing from the order. We are pursuing this as well with our credit card company. We continue to expect the original agreement be honored that included the 24 inch back-guard.
Final Business Response /* (4000, 9, 2015/01/24) */
We asked the customer on several occasions to provide documentation that we offered a complimentary 24-inch back guard (also referred to in the complaint as a "riser") rather than the standard 6-inch version. Unless we receive said documentation, we can only proceed with one of the offers previously presented to the customer:
* Deliver the hood and complimentary 6-inch riser at no additional cost,
* Deliver the hood and upgraded 24-inch riser for an additional $408 (which is $232 less than the retail difference--a compromise we were happy to make with the customer),
* Cancel the hood and complimentary 6-inch riser and refund the customer's credit card for the balance on the undelivered goods.
Please note that we cannot take any action until the credit card charge back the customer has referenced is reversed or rescinded.