Kettle Moraine Appliance

As I stated in the last response we serviced this customers wash machine not her water heater The water heater is not even close to where the washing machine islocated The repair of her water heater has absolutely nothing to do with our serviceof her washing machine I will not be berated into paying a service call for somethingthat I have had nothing to do with ***

I received the complaint I apologize to all involved in this Normally we have the Customermail out there own rebatesThat particular model has never had a mfg rebate of over $on the pair The top of the line pairs have had up to $rebate I am not sure if there was some misunderstanding at point of sale It also states that the rebate would be received in weeks where all of my staff should be telling the consumer 6-weeks Attached is the rebate form that was going on in that time frame and I can see where it could be misconstrued that it would be $However that is out of my control seeing therebates are offered threw the Mfg I have an email to the rebate redemption center to find the status of thererebate I am not sure if the customer mailed the rebate or if for some reason my salesman offered to do it .Either way I will honor the rebate that was going during that time frame Thanks, Jim *** Either which way I will make sure the customer get the rebate that was offered during that time

We offered the customer her money back on her extended warranty After speaking with her personally she chose to keep the warranty in place .The next day I received a call from the customer demanding I give her a full refund of her month old washer and extended warranty Becauseshe believes we
PARTIALLY unplugged her water heater and in doing that accruing a plumber bill I told the customer that I would talk to my serviceman and get an explanation of the situationShe then went on to call my company derogatory names At that point I said I would not give her any refund at all I spoke with my technician and he stated the water heater is not even close to the area of where her washer is locatedI did not say that the water heater was installed wrong I stated that maybe when it was plugged in that it was not fully plugged in or maybe someone bumped the cord .At this point the customer was telling me that I will hear from her attorney There are very few issues that I can not resolve in houseHowever when I get called names and threatened is when I will not put any effort into resolving any issue Just to confirm my technicians evaluation I did call the company that did the service on her water heater and they said it was not the cord that is plugged into the wall that was undone but where the blower of the water heater is connected on the top of the heater that connector was looseThat being said its not like my tech was workingnear the unit and bumped it or unplugged it to plug in a light or anything like that Sometimes there are coincidences that happen at no time did wetouch the water heater or even work near it The customer has reached out to the extended warranty company and they will refund me the proratedamount of her warranty less costs and I will send her a check in the prorated amount determined by the ext war company of $ I truly dont liketo have to do these thingsI had originally offered her the full refund of her warranty I pride myself on customer service and understand the bestadvertising is word of mouthhowever in this situation its a loose loose for me My apologies for you to have to spend your time on this .Sincerely,***

We are asking for *** otten to pay the $service call for the water heater I talked to the owner and he even said there's know way that could just come undone on its own Thank you *** *** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
Robert ***

As I stated in the last response we serviced this customers wash machine not her water heater . The water heater is not even close to where the washing machine islocated . The repair of her water heater has absolutely nothing to do with our serviceof  her washing machine  I will not be berated into paying a service call for somethingthat I have had nothing to do with . [redacted]

We have taken care of this matter with the customer and his bill was voided out. We apologized for any misleading communications.

I personally called Mr. [redacted] and we reviewed the situation .The biggest issue is that the rebate amount was not listed onthe invoice . Me and Bob came to an understanding and shouldbe all set . I do apologize to all involved .Thanks,Jim [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] Will not except any offers until we have theWarranty check115.00.We will never do  business with kettle moraine appliance again.[redacted] knows he owes us 70.00 and just won't fess up that's his choice word of mouth travels fast[redacted] [redacted]

I received the complaint I apologize to all involved in this .  Normally we have the Customermail out there own rebates. That particular model has never had a mfg rebate of over $100 on the pair . The top of the line pairs have had up to $250 rebate .  I am not...

sure if there was some misunderstanding at point of sale . It also states that the rebate would be received in 4 weeks where all of my staff should be telling the consumer 6-8 weeks . Attached is the rebate form that was going on in that time frame and I can see where it could be misconstrued that it would be $250 . However that is out of my control seeing therebates are offered threw the Mfg . I have an email to the rebate redemption center to find the status of thererebate . I am not sure if the customer mailed the rebate or if for some reason my salesman offered to do it .Either way I will honor the rebate that was going during that time frame .   Thanks, Jim [redacted] Either which way I will make sure the customer get the rebate that was offered during that time .