JBC Product Management

Mrs [redacted] ,I am sorry that this incident occurred and glad that we are working on getting this resolved for you When I was notified that the appliances were not installed properly we quickly came out to make corrections on the installation and address any damages that may have occurred from this We did acknowledge that there were two holes in your tile floor from our anti-tip device and wanted to have the filled An appointment was set for the repairs but at the last minute the repairs were waved off due to your concern that the appearance of the repair You were also nice enough to procure a estimate to have the floor repaired, but we both agreed that the total seemed steep given the scale of the damages At this point we have come to a cash settlement agreement and it will be paid out next week Again I am very sorry for the inconvenience and apologize for the prolonged settlement process

This customer received her initial attempt at a delivery 9/and site issues would not allow installation of the new appliance When we returned 10/we were made aware of the concern regarding missing handlesAt that time we agreed to look into the concern and attempt a resolution As the complaint was received so far after initial delivery and the business was not informed of any issues we were unable to determine the location of her handles and could not definitively confirm or deny the loss of the handles We agreed to work to replace the handles as a customer service gesture After said agreement there was a damage claim filed alleging missing handles 10/ Later that day we were notified by the customer that she felt she was also missing other pieces of the appliance This had not been communicated to the business prior to this point or in a time frame that would allow for any reasonable investigation of the claim A settlement offer has been mailed to the customer to ensure clear communication This settlement offer is purely intended as a customer concern attempt to assuage her concerns about parts on her existing fridge in the home that was to be replaced and removed for disposal upon delivery of her new appliance per the removal and disposal service purchased on the original order We do want to ensure the customer feels she has received a reasonable response to her concern and have sent an offer in a good faith effort to do so If she chooses to accept the settlement we will send her settlement in a timely manner

Complaint: [redacted] I am rejecting this response because: we made a plan to meet Friday, 3/in the morning, but they canceled Thursday night To date, we do not have a meeting planned because they are not ready to resolve the issue Sincerely, [redacted]

Hello, We attempted to install the appliance ordered by the customer but were unable to do so as the customer had ordered an appliance that was too large for his space after venting was installed Unfortunately the size was not verified before ordering by the customer and when we arrived we found that to install with the required ducting he had purchased the appliance would stick out of the space farther than what would fit the customer's wishes At that point the customer was offered the option of returning the appliance to order a new one, returning it to the warehouse"prepping" it in front of the space and he would have to use an alternate venting method to complete the hook up He chose to keep and use that method and in so doing apparently squeezed his venting and collapsed it As he did choose to install himself using those methods we would not be able to change or work on it anymore using venting that differs from the requirements of their purchase as the venting he purchased His order paperwork clearly states that he will be installing himself due to the venting issues and is signed by both the customer and the driver at the time Multiple options were given to the customer and he chose to keep and install himself with venting purchased from the store and the venting ordered with the appliance was returned and credited back The customer was never advised to crush his venting by the team, they only instructed him that he could use alternate venting methods if he choseIt is not our wish to have a poor experience for the customer but in this particular case the size of his [redacted] caused the problem and the best effort possible was made to explain the situation and offer options for resolution

Complaint: [redacted] I am rejecting this response because: It is inaccurate and the settlement offer needs to be submitted to the Revdex.com system.The delivery team was aware of all the missing parts on 10/and took pictures of all of them The reason why a complete list was not put in writing on the 4th was because I had to travel and did not realize that the company would not follow through with this issues until later when they attempted to pass the issue off to their subcontractor and stopped being responsive until I started filing claims It was after speaking with Phil their supervisor for the 2nd time where I had to correct him again about the missing parts list that I realized they were not going to properly address the claim I requested email addresses to send pictures of the parts; see attached; and did the research to find the cost of the parts There are still parts (part QTY 2) that are not orderable that I expect compensation for as well The cost lists, downloaded from Amana website, will be loaded by Revdex.com representative.Regards, [redacted]

The driver did call the phone number listed on the order as well as the day before call going to that same number It appears that the order should have had the owner and purchaser's information on it but it had not been submitted with the purchase The delivery service used customer
provided information The initial pre-call went to the provided phone number at 10:to inform of the expected arrival time within the delivery window The team arrived at 11:and waited until 11:24, slightly longer than our minute grace period for late arrivals We did wait a bit longer in the hopes the tenant would arrive but were forced to move on to other customer's when no arrival occurred The purchaser has already called in and scheduled a delivery for Monday and an install for Tuesday He has advised he will be in contact with the tenant to ensure they are aware and on the same page He also added his number and informed us that he will be available for the delivery While it is unfortunate that we were unable to make the delivery the tenant was not at the location as expected and we were forced to move on and we expect that after contacting and confirming delivery plans and info with the purchaser we will be successful on the next attempt by contacting him as he has requested

I do understand Mr*** frustration but JBC was not notified of this damage claim until 3/3/ We made contact with Mr*** on 3/7, had a representative perform a site inspection on 3/and notified him that the claim was closed on 3/via phone and by certified letter I can not
speak for Home Depot but we moved this claim along in a quick and timely manner Neither BNS or JBC is accepting this damage claim based on three facts The first is that the delivery team used the proper floor protection to prevent these types of damages to which Mr*** did agree that the team used at the time of delivery Second the type of floor damage was not inline with the installation of the refrigerator and extended past the area that the unit was placed inThe third is that the delivery bill states in two spots that there was no damage done to property, which was signed by Mr***At this time we will consider the claim closed and apologize for this inconvenience

Complaint: ***I am rejecting this response because: The response is not trueI was not offered a delivery on Monday, I was offered a delivery one week from the date it was supposed to be delivered onWhen I requested an earlier delivery date, I was told my request was "unreasonable."
Additionally, while I am very sorry to hear a driver was hurt, I don't understand why a delivery service was unable to contact a customer either by email or phone call if a delivery was going to missedDon't that have business processes for situations like this?Sincerely,*** ***

The order has been fully refunded. On the day in question the driver of the truck suffered a severe injury while opening a box with a razor knife requiring stitches and immediate medical care. The customer's delivery was missed due to this, upon speaking with her the next day a delivery
and install was offered for the next day (Monday) although deliveries are not offered on this day. This was done in recognition of the fact that due to the injury to our driver timely contact was not made to the customer. She refused and requested her order to be cancelled and that was done immediately. We spoke with the customer at length the next day attempting to offer a solution for her to allow for delivery of her appliances

The case was investigated and submitted to the insurance company overseeing the claim.  The investigation was completed and damage found was inconsistent with the claims of damage and actions taken by the delivery team.  The delivery was completed and verified as damage free along with...

protection used for floor during the delivery.  The site was inspected prior to departure by the delivery team and the customer to verify no damage was done at the time.  As the marks are not consistent with the delivery teams actions or paperwork from the completion of the delivery we would be unable to process any damage requests.

The customer's concern was passed on to the location.  There is a standard process for filing claims concerning either home damage or damage on the appliance.  While a replacement fridge has already been ordered (a fact that has been shared between all parties) as previously explained the...

customer files a claim that is then investigated and addressed.  The location has passed on this information at least three times to the customer and is awaiting completion of claim to allow investigation.  In all deliveries the customer would be asked to ensure that animals and/or children are removed from the installation area to ensure their safety.  As soon as the claim is filed and delivered to the location as explained the claim will be addressed through a site visit and response.

Hello,
We attempted to install the appliance ordered by the customer but were unable to do so as the customer had ordered an appliance that was too large for his space after venting was installed.  Unfortunately the size was not verified before ordering by the customer and when we arrived we...

found that to install with the required ducting he had purchased the appliance would stick out of the space farther than what would fit the customer's wishes.  At that point the customer was offered the option of returning the appliance to order a new one, returning it to the warehouse"prepping" it in front of the space and he would have to use an alternate venting method to complete the hook up.  He chose to keep and use that method and in so doing apparently squeezed his venting and collapsed it.  As he did choose to install himself using those methods we would not be able to change or work on it anymore using venting that differs from the requirements of their purchase as the venting he purchased .  His order paperwork clearly states that he will be installing himself due to the venting issues and is signed by both the customer and the driver at the time.   Multiple options were given to the customer and he chose to keep and install himself with venting purchased from the store and the venting ordered with the appliance was returned and credited back.  The customer was never advised to crush his venting by the team, they only instructed him that he could use alternate venting methods if he chose. It is not our wish to have a poor experience for the customer but in this particular case the size of his [redacted] caused the problem and the best effort possible was made to explain the situation and offer options for resolution.

Complaint: [redacted]
I am rejecting this response because: we made a plan to meet Friday, 3/10 in the morning, but they canceled Thursday night.  To date, we do not have a meeting planned because they are not ready to resolve the issue.
Sincerely,
[redacted]

Mr. [redacted],Hi first off I am very sorry for any damage done to the cabinets and counter tops that occurred during the delivery.  I do understand that you are frustrated about the delay of the delivery but unfortunately the appliances that you ordered were on backorder and we were not able...

to deliver the appliances we receive them. The manufacture, Electrolux, delivered them to us on the 4th and we delivered to you on the 5th.I also apologize that the damage claim was a drawn out process but I am happy to see that we were finally able to come to an agreement on the repair cost and handed you a check on the 25th.  As a manager I cannot be at every delivery and I appreciate you taking the time to share this experience so we can get a better idea of how this team was performing and to help prevent this for future customer.  Best regards,Shawn B[redacted]Terminal ManagerJBC Product Management

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

This customer received her initial attempt at a delivery 9/22 and site issues would not allow installation of the new appliance.  When we returned 10/4 we were made aware of the concern regarding missing handles. At that time we agreed to look into the concern and attempt a resolution.  As the complaint was received so far after initial delivery and the business was not informed of any issues we were unable to determine the location of her handles and could not definitively confirm or deny the loss of the handles.  We agreed to work to replace the handles as a customer service gesture.  After said agreement there was a damage claim filed alleging missing handles 10/20.  Later that day we were notified by the customer that she felt she was also missing other pieces of the appliance.  This had not been communicated to the business prior to this point or in a time frame that would allow for any reasonable investigation of the claim.  A settlement offer has been mailed to the customer to ensure clear communication.  This settlement offer is purely intended as a customer concern attempt to assuage her concerns about parts on her existing fridge in the home that was to be replaced and removed for disposal upon delivery of her new appliance per the removal and disposal service purchased on the original order.  We do want to ensure the customer feels she has received a reasonable response to her concern and have sent an offer in a good faith effort to do so.  If she chooses to accept the settlement we will send her settlement in a timely manner.

Mrs. [redacted],I am sorry that this incident occurred and glad that we are working on getting this resolved for you.  When I was notified that the appliances were not installed properly we quickly came out to make corrections on the installation and address any damages that may have occurred...

from this.  We did acknowledge that there were two holes in your tile floor from our anti-tip device and wanted to have the filled.  An appointment was set for the repairs but at the last minute the repairs were waved off due to your concern that the appearance of the repair.  You were also nice enough to procure a estimate to have the floor repaired, but we both agreed that the total seemed steep given the scale of the damages.  At this point we have come to a cash settlement agreement and it will be paid out next week.  Again I am very sorry for the inconvenience and apologize for the prolonged settlement process.

Complaint: [redacted]I am rejecting this response because:
It is inaccurate and the settlement offer needs to be submitted to the Revdex.com system.The delivery team was aware of all the missing parts on 10/4 and took pictures of all of them.  The reason why a complete list was not put in writing...

on the 4th was because I had to travel and did not realize that the company would not follow through with this issues until later when they attempted to pass the issue off to their subcontractor and stopped being responsive until I started filing claims.  It was after speaking with Phil their supervisor for the 2nd time where I had to correct him again about the missing parts list that I realized they were not going to properly address the claim.  I requested email addresses to send pictures of the parts; see attached; and did the research to find the cost of the parts.  There are still 2 parts (1 part QTY 2) that are not orderable that I expect compensation for as well.  The cost lists, downloaded from Amana website, will be loaded by Revdex.com representative.Regards,[redacted]

There was a delay in receiving the check and wanted to let her know as far in advance as possible.  I was really hoping to get her the check at the time and apologized multiple times for the delay.  The good news is that we now have the check ready for Mrs. [redacted] once she returns from vacation.

Complaint: [redacted]
I am rejecting this response because: my complaint is in regards to the three holes left in my kitchen floor due to the improper installation of the range's anti-tip device and from the drill bit that went directly into the kitchen floor during the installation process.  These three holes compromise the integrity of the floor and are unsightly.  An agent from your insurance company advised me to get a flooring quote on 10/17/16 in an effort to help resolve the issue.  I followed through with that, as requested.  This complaint is also in regards to the amount of time and energy (phone calls, visits to Home Depot, visits from you, your insurance company, and the flooring specialist to my home) spent in an attempt to resolve this issue.  This complaint does not address other problems, issues, or damages as a result of the delivery and installation of appliances on 9/16/16 of which they were many.  While we are working to finalize a resolution, this complaint has not yet been resolved.  
Sincerely,
[redacted]