Grand Appliance & TV-Libertyville

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

The refrigerator in question was delivered June 11, and signed for without any mention of damage (see attached document)The first mention of the complaint that we have on file is dated from this weekAs the unit is out of warranty, we can offer to arrange service, but repairs will not be covered

Complaint: [redacted] I am rejecting this response because:The business is not being truthful about when they where notifiedI was pressured into signing the original delivery receipt after they had already hauled away my older machine sliding it on street pavementThe business actually setup a replacement for this unit right after damages where noticed O#LAbut never followed thruTheir saleswoman Orlee was confused herself why the company authorized a replacement soon after delivery but never followed thruI feel the business has ignored this issue until it was out of warrantyI want the unit replaced as was authorizedI will be seeking legal assistance in rectifying this matter if company does not resolve this situation to my satisfactionThis is ridiculousThey sell these units in compliance with a federal and state funded programIt is an election year and this type of situation should not be tolerated on any level I have never filed a Revdex.com complaint but over a year to rectify this situation is absurd especially when it is tax payers money Please have the business explain why they authorized a replacement but never exchangedI am an avid YELPer and will leave a review there with all documentation including all phone calls showing their original notification and the copy of replacement authorization Sincerely, Timothy [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me The problem which was never discussed is the lack of cooperation on this company's part At no time did Grand Appliance contact me regarding the broken freezer ( which has been not working since the of July) No email, no discussion, no return call What is interesting is that several people have ALSO had issues with this company I am not sure why so many of my items were at issue But since I have called before I am SURE this is why I didn't even receive a call back
At this point I have no other recourse but register my dissatisfaction with the lack of customer service from this company I will try to work with the manufacturer since Grand will not comment on this product.
It is unfortunate for them and any consumer who attempts to purchase items from themIf I had not filed this complaint I would not even know that the service department for ** was called I would like the ** number to be forwarded to me as I would like them to perform diagnostics on this refrigerator
Thank you Revdex.com for your assistance
Sincerely,
*** ***

We are exchanging this unit, per the customer's request

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me The problem which was never discussed is the lack of cooperation on this company's part At no time did Grand Appliance contact me regarding the broken freezer ( which has been not working since the of July) No email, no discussion, no return call What is interesting is that several people have ALSO had issues with this company I am not sure why so many of my items were at issue But since I have called before I am SURE this is why I didn't even receive a call back At this point I have no other recourse but register my dissatisfaction with the lack of customer service from this company I will try to work with the manufacturer since Grand will not comment on this product. It is unfortunate for them and any consumer who attempts to purchase items from them.If I had not filed this complaint I would not even know that the service department for ** was called I would like the ** number to be forwarded to me as I would like them to perform diagnostics on this refrigerator Thank you Revdex.com for your assistance
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
The business is not being truthful about when they where notifiedI was pressured into signing the original delivery receipt after they had already hauled away my older machine sliding it on street pavementThe business actually setup a replacement for this unit right after damages where noticed O#LAbut never followed thruTheir saleswoman Orlee was confused herself why the company authorized a replacement soon after delivery but never followed thruI feel the business has ignored this issue until it was out of warrantyI want the unit replaced as was authorizedI will be seeking legal assistance in rectifying this matter if company does not resolve this situation to my satisfactionThis is ridiculousThey sell these units in compliance with a federal and state funded programIt is an election year and this type of situation should not be tolerated on any level I have never filed a Revdex.com complaint but over a year to rectify this situation is absurd especially when it is tax payers money Please have the business explain why they authorized a replacement but never exchangedI am an avid YELPer and will leave a review there with all documentation including all phone calls showing their original notification and the copy of replacement authorization
Sincerely,
Timothy ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

I apologize that your unit does not qualify for...

exchange. However, your service warranty from the manufacturer is in full effect, and service is scheduled under ** file number [redacted]. The service office handling this call will be contacting you, but if you would like to speak with them concerning scheduling, their direct number is [redacted].

We received word that the customer wanted service at 10:56 AM on July 7th and requested service from the manufacturer at 11:04 AM the same day. Upon receiving word that ** had not yet set up service, we sent in another request this morning at 9:18 AM.

Complaint: [redacted]
I am rejecting this response because:The business is not being truthful about when they where notified. I was pressured into signing the original delivery receipt after they had already hauled away my older machine sliding it on street pavement. The business actually setup a replacement for this unit right after damages where noticed O#LA1738 but never followed thru. Their saleswoman Orlee was confused herself why the company authorized a replacement soon after delivery but never followed thru. I feel the business has ignored this issue until it was out of warranty. I want the unit replaced as was authorized. I will be seeking legal assistance in rectifying this matter if company does not resolve this situation to my satisfaction. This is ridiculous. They sell these units in compliance with a federal and state funded program. It is an election year and this type of situation should not be tolerated on any level.  I have never filed a Revdex.com complaint but over a year to rectify this situation is absurd especially when it is tax payers money.  Please have the business explain why they authorized a replacement but never exchanged. I am an avid YELPer and will leave a review there with all documentation including all phone calls showing their original notification and the copy of replacement authorization.  
Sincerely,
Timothy [redacted]

The refrigerator in question was delivered June 11, 2015 and signed for without any mention of damage (see attached document). The first mention of the complaint that we have on file is dated from this week. As the unit is out of warranty, we can offer to arrange service, but repairs will not be...

covered.

We did attempt to exchange the refrigerator for a larger one on 8/14/15, but were refused at the door. The customer told us that he no longer wanted an exchange, so we canceled the order. The unit he has now is no longer eligible for exchange, though we could refer this to service for out-of-warranty repairs.