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Hoist-Co, Inc

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Reviews Hoist-Co, Inc

Hoist-Co, Inc Reviews (16)

Dear Revdex.com,We have received this complaint, however, the customer received this unit back on 2/**/16, we do not service or repair any appliances Only the manufacturer can authorize repair for one of their units under the year manufacturers warranty as stated on our website and store receipt
policies Customer did in fact receive the repair and after escalating the matter with the manufacturer on behalf of the customer, they have agreed just today to facilitate a direct exchange with this customer In order to maintain our standing as an authorized dealer for this brand, we are required to adhere to the manufacturer's policies under the 1st year product warranty Customer wants a different brand unit but, unfortunately, we cannot assist with this request as the manufacturer will not issue a refund of the funds they will only facilitate an exchange directly with the customer We have explained all of this to the customer today as well and are awaiting their response so that we can initiate the process with the manufacturer for the customer The manufacturer will pick up the current unit once customer has advised it has been uninstalled and will at the same time deliver the brand new unit to them We will also continue to monitor the matter for the customer to make sure everything gets moved along and completed in a timely manner for the consumer.We ask that you close this complaint as resolved.Sincerely,Liz T*** Operations ManagerPlesser's Appliance

The customer service on their range was completed on 9/*/ We have confirmed with the warranty company that as a one-time courtesy they have covered both the cost of the labor and part associated with the service to fix the Igniter module in the customers range We have left messages on 9/** & 9/** advising customer of this but he has been unresponsive We ask that this claim be closed as resolved.Thank you,Liz T*** | Operations ManagerPlesser’s Appliance ** *** *** *** ** ***
*** *** *** *** *** * *** ** ***

Dear Revdex.com,We have received the complaint filed by *** *** ***. We processed and released *** ***' order to the shipping agent but this customers remote location in KY created an issue. The delivery agent in an effort to make this delivery went so far as to create a special route
just for this customer's order and attempted delivery last Friday-10/**/17, but the customer was not there to accept it. The customer contacted our Customer Support department on our next business day, Monday-10/**/17. Though we were empathetic to his situation and did everything within our power to try and help resolve the matter, *** *** continued to be verbally abusive to two of our reps and ultimately demanded a full refund. The agent he spoke to could not immediately authorize this, since the unit was still in possession of the shipping company but advised that it would be escalated for handling that same day. As advised the matter was escalated and customer was advised via email that the cancellation had been processed and refund issued back to the customers credit card on 10/**/17, under reference #***.We apologize that our national shipper was unable to meet the customers needs given their location and consider this matter to be resolved. We ask that you please update this resolution on the portal and thank you for your assistance with this matter.Sincerely,Liz ***Operations Manager

Dear Revdex.com:
I have reviewed the response made by the business in reference to my complaint ID# ***, and I have determined that my complaint has NOT been resolved because Samsung...and/or Plesser'shas not agreed to provide me with a new working refrigerator, although I have co-operated with their policy and made two appointments for a service repair person to come and diagnose the problemThe most recent scheduled date was yesterday,August ***, when I received a call from the repair shop saying a service call was not necessary and would be cancelledInstead, he would be calling Tech Support at Samsung and I would receive a call from Samsung either yesterday or todayIt has, however, been more than hours and I have not yet received a callI would attempt to call Samsung myself but my last phone calls with both their Customer Service and Executive Customer Relations Departments on Friday, August **, left me distraught and frustrated when I was denied access with a supervisor whom I had been told would call me at 3:that afternoonthis after I rescheduled my appointments and waited the extra minutes until she would be available to speak with meThen for her not to follow through and contact me is, in my opinion, disgraceful customer service relations! As I mentioned, when I called back at 3:15, I was told I could not be connected to the ECR department!!
Also, in regards to Plesser's Appliance Store where I bought appliances and a 5-year warranty for all four units, they made no attempts to help me when I first reached out to them with my complaintRather, they repeatedly told me to call SamsungSo, I disagree with the response made by the Operations Manager because, in my opinion, they have done nothing to assist me
Sincerely,
*** ***

Dear Revdex.com,The customer never reviewed or inquired about our companies price match policy, she just assumed we would price match Once an order has been shipped in our system the order is closed and no further adjustments can be made Nowhere, on our website does it state that we price
match However, we will as a one-time courtesy issue this customer the $refund she originally requested when the fridge she purchased model# LRG3085ST dropped in price from $to $1029.00, but the customer must agree to remove this claim in its entirety, we do not want the claim listed as resolved and closed out we want the claim completely removed by the customer and the Revdex.com.Please advise once this claim has been removed.Sincerely,Liz T***Operations ManagerPlesser's Appliance

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 and the matter has been resolved.The owner of Plesser's got in touch with me after reading my review on ***He understood the issue and had the forsight to know that the new applicance being sent by the manufacturer can be returned to the distributor for credit to Plesser's which can then be used to allow me to buy a different applianceThis is exaclty what I had been asking for but was only told "we're not able to do that." Clearly they were able to do that.Currently I am waiting for the new appliance to be receveid by Plesser's and delivered to me Assuming that happens asexplained by the owner then I would consider this issue resolved to my satisfaction
Sincerely,
*** ***

Dear Revdex.com,We are sorry to hear that *** *** is having an issue with his year components warranty Typically we do not get involved in matters involving the warranty companies as they prefer to deal with their customers directly In addition, the customer never made us aware that he
was having this issue with the warranty company after being provided with their number We have escalated the matter with the higher ups at the warranty company for resolution and they have apologized and confirmed yesterday that they intend to take care of this customer by covering the necessary part (Spark/Igniter module) the customer indicated that they needed We will continue to follow up with the customer and warranty company to make sure this matter gets resolved in a timely manner.We consider this matter to be closed and ask that this complaint be closed in our favor.Sincerely,Liz T***Operations Manager

Dear Revdex.com,We are sorry to hear that the customer is having an issue with their refrigerator, this is not something that we ever want any of our customers to deal with, and have attempted to assist the customer on a few different occasions.  But the customer refused to go through the proper...

procedure set forth by the manufacturer to get this matter resolved quickly.  In addition, she and her daughter have advised our Customer Support Supervisor not to get involved unless they need our assistance, so we are unsure as to why they would file this complaint and bash us on social media.  We were able to obtain information from the manufacturer, indicating that the customer has an appointment for service scheduled for tomorrow-Tuesday 8/[redacted] with the original service company that they refused to let service the unit the first time, [redacted] Park Service.  In order to maintain our dealer status for the brand, we are required to follow their protocols for service and replacement.  Once an item is accepted in good condition and installed as per our attached terms and conditions for "Defective Merchandise", only the manufacturer can authorize the units repair and subsequent replacement, but to do that the customer must allow service to diagnose the issue and attempt repair.  The customer's fridge was installed by the customer in the kitchen then subsequently moved into the living room where it is currently plugged in due to renovations still taking place in their home.  There are many conditions that could potentially cause the issues the customer is experiencing with the freezer in this refrigerator.  Some of them can occur as a result of installation or improper movement of the unit after initial installation or there could legitimately be some sort of malfunction, its up to the manufacturer's authorized technician to make that determination and recommendation.  We can advocate on the customers behalf with the manufacturer and our customer support staff does an outstanding job with this according to the majority of our customers.  We do not close out an issue until we know it is fully resolved to the best of our ability, but to do that the customer has to be willing to work with us and this customer is not.The customer is currently handling this issue directly with the manufacturer, we will continue to monitor the matter by following up with the manufacturer but that's all we can do at this time.  If the customer would like our assistance they are free to contact us and we'd be happy to assist, but would ask that they remove this complaint and all other negative social media postings, so that we are given the appropriate opportunity to assist them.  Sincerely,Liz T[redacted]Operations Manager

Please close this complaint as it is in the process of being resolved.Thank you for your help.[redacted]

Dear Revdex.com, We have received this complaint and feel that the customer must be confused as to who they have been dealing with in relation to the repair of their refrigerator. To date we only received one email from this customer on 1/*/2015 since her purchase of the unit on 2/**/14.  Our customer...

service department responded to the customer on 1/**/2015 via email.  Please refer to the first attachment included with this response.  In her email the customer indicates that the unit is having some functional issues and asks for our assistance.  In our response to the customer, we apologize she is having an issue with this custom item and advise the customer that she is still within the 1 year warranty that the brand manufacturer requires that their customers contact them directly regarding functional issues with their products, so that they may trouble shoot and/or provide repair.  All brand manufacturers directly provide these services to their customers directly. The manufacturers contract directly with authorized repair companies nationwide for the repair of their appliances.  We DO NOT provide appliance service or repair and any replacements have to be authorized by the brand manufacturer who will either provide a replacement unit to the local service company to facilitate with customer or contact us asking that we assist with an authorized replacement.  Our policies regarding defective merchandise is clearly listed on our website. In addition, the custom form the customer signed which is also attached to this complaint, provides a link to our website, so our customers can review all of our policies.  For your convenience I have included a copy of the policies listed on our website below:Dealing With Defective Merchandise All products offered by PLESSERS.COM include a full one year Manufacturer’s warranty. Please review warranty information enclosed with the product for complete warranty details and contact information. The product manufacturer is solely responsible for any and all defective merchandise claims & warranties all appliances for a minimum of 1 year.  If you receive a product that is functionally defective upon first use, please contact the service number associated with the particular manufacturer.  Any and all requests for repairs or replacements must be addressed directly with the manufacturer.  If you have any trouble obtaining services, contact our Customer Service Department immediately at ###-###-#### or e-mail us at [redacted]. Manufacturer’s warranty is invalid on any residential product installed for commercial use. All product warranties are valid within the continental United States only.    We never heard from this customer again after the initial email we responded to.  The customer was dealing with the manufacturer directly under the manufacturers 1st year warranty and must continue to work with them to resolve their issue and are confusing us the retailer with the manufacturer.  Typically, if a manufacturer is unable to resolve an issue after numerous attempts at trying to repair that same issue, the manufacturer will authorize the replacement of the unit with the customer as long as the unit is within the 1st year warranty.  The customer should have escalated this matter with them and request that they review the unit for replacement.  We suggest that though the unit is out of the 1st year warranty, that the customer contact the manufacturer if they have had numerous attempts at repair under the warranty that have failed, and that they request the manufacturer review the unit for replacement.  The customer did not purchase a full extended warranty for the unit at the time of sale, but received a "Free" 10 year major component warranty that covers the units "sealed system only".  If the issue with the unit is related to the sealed system, the customer can call Monthly Warranty at ###-###-#### and reference their contract number#[redacted] when calling. The Extended warranty company will initiate the repair with an authorized service company (manufacturer provides them with a list) and will reimburse the customer for the parts only, they will not cover any labor costs associated with the repair.  Unfortunately, we are unable to assist with this matter and request that this complaint be closed without negatively impacting our account.Sincerely,[redacted]Operations Manager

Dear Revdex.com,The customer never reviewed or inquired about our companies price match policy, she just assumed we would price match.  Once an order has been shipped in our system the order is closed and no further adjustments can be made.  Nowhere, on our website does it state that we price match.  However, we will as a one-time courtesy issue this customer the $80 refund she originally requested when the fridge she purchased model# [redacted] dropped in price from $1109.00 to $1029.00 on our website.  Credit for the $80.00 will be processed to customer's American Express card today, please allow 3-5 business days for the credit to appear on your statement.Sincerely,Liz T[redacted]Operations ManagerPlesser's Appliance

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 and the matter has been resolved.
Sincerely,
[redacted]

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 and the matter has been resolved.  Plesser's has agreed to send me a check for $149.  They handled the matter quickly and...

professionally and I would be happy to do business with them again.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This issue is most definitely NOT resolved because Plesser's cannot be allowed to continue get away with delivering broken appliances just so they can make it the customer's and manufacturer's problem. Plesser's delivered to me a broken appliance. Period. In fact, I have no way of knowing whether that appliance was even a brand new because there was no box on it when it was delivered to my house. And was it tested? I was told that the dishwasher we purchased from them was tested before it left the warehouse - which explained the water that was inside the dishwasher.  So why not test the washing machine?  Something just doesn't smell right. I would feel different had the machine, at any time, actually worked properly. However, that has never been the case. Since the moment it was delivered it has been broken. How can an appliance dealer be allowed to deliver broken appliances and then have zero responsibility to the customer? I can't think of any other business that has that luxury. In my opinion this is potentially fraudulent activity and should not be allowed to continue.I ask that Plesser's take possession of the brand new appliance that the manufacturer will deliver and refund my money. Then I will consider this issue resolved.Thank you.Sincerely,
[redacted]

Dear Revdex.com,As it turns out we have fully resolved this issue to this customer’s satisfaction and request that the Revdex.com reach out to the customer for confirmation if necessary and ask that this complaint be listed as resolved or closed.Thank you,Liz T[redacted] | Operations ManagerPlesser’s Appliance [redacted]
[redacted]  [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Dear Revdex.com,I appreciate there response to this matter, however, I have only received a voice message saying they will take care of the part but would contact me this week to resolve the issue.  As far as me not contacting Plessers after calling the warranty company and they don't like to get involved with the warranty company that is wrong.  I did call Plessers customer service immediately and talked to the same person who gave me the number to the warranty company.  She had me look up what was covered by the ten year warranty on their website and confirmed that nothing was covered by the 10 year warranty because my range does not have sealed burners.  My other question is are they still offering a 10 year warranty on this particular range that doesn't have sealed burners and therefore there is no warranty?  Why not advertise a free 50 year warranty since it won't cost any more if there is no coverage.  I would also like to know if the igniters are covered for 10 years or just this one time.  ]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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