Lumber Liquidators, Inc.

Hi, and I am sorry to hear of your dissatisfaction with our company and with what happenedLet me start off by saying this is a common complaint, and I will explain why belowHowever, before I start, I want to apologize to you if Greg called you ignorantI am going to go through the recordings
when I get a chance, and if he called you ignorant like you are claiming, he is going to appear before our board for a hearing and may face terminationThat is unacceptable, and if that was said to you, then I sincerely apologize as that is not representative of the work we do here - and if he said that, then he is the one that is truly ignorant.As far as to the rest of your complaintIt was found that the part shown in your service ticket and invoice were bad and not workingYou have an older unit and often times when one thing is broken, a multitude of things might also be badWe always recommend replacing older units instead of trying to fix them as these things can become money pitsUnfortunately, we can only diagnose one part of the broken unit at a time generallySo we were able to find that your motor with fan blade was no longer working so that is what we replaced (we apologize for bringing the wrong one at first - we eventually got that taken care of for you and did not charge extra for our mistake - but I know it was an inconvenience for you)Once your motor fan was fixed, then your unit was able to run and we were able to see that there were other problems down the line that were not apparent when the motor was not working (as we informed you was the case, which is why we recommend replacing the unit outright)At this point, we truly do not recommend you pouring more money into this equipment, and recommend replacing it outrightThe reason we cannot take your parts back is because once installed, they cannot be returnedWe cannot get a refund on your parts after installationFurthermore, a portion of the cost of the motor is the labor associated with the unit - which also is not refundable because the time was spentWe are offering you a discount if you go with us of half the cost of the repairs towards the cost of the replacement. I will say $is a high price to install a unit, but you do not have an ordinary unit, and the equipment cost of your unit for your specific application is much higher than the cost of a residential AC (about 2-3x more expensive)The best I can do for you for all your inconvenience thus far is give you the full cost of your repair as a credit toward your new installation. Please let me know if you would like to go this route, and we can get your installation set up - as you mentioned time is of the essence so we would be happy to take care of this asap for you - we do have financing available so that you can pay in small monthly installments if that helps. If this is not something that you can do, I am willing to refund you $for the time inconvenience that you faced and send a check for this amount to your home, I cannot offer more because you agreed to our cost to replace your motor and agreed to replace the motor despite our recommendations, and most importantly, because we cannot get a refund on the part or the labor spent based on your approval to do workHowever, if you'd like I can send you $refund out of good faith though if you'd prefer not to go with the installAnother option is that you can get a window AC unit to help keep your place cool while you save up for a new unitThese cost anywhere from $150-$at *** - so the $I am willing to send you could basically cover that cost. Please let me know which route you'd like to take. Thank you and have a nice day, Rob

Complaint: ***
I am rejecting this response because:I know for a fact that a new unit was not offered to me and I'm upset at your remarks making it seem like I'm not telling you the truth but that makes it even worse for me to trust your work and advice, what I'm really looking for is my full refund like I told the last technician you can come take what ever was put on my system and give me a full refund
Sincerely,
Prisma ***

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
Sincerely,
Aamir ***

I just sent the customer an emailIf it turns out that we did misdiagnose the customers unit, we will refund him 100%I simply need to see the recommendation or pictures from the other companyIf the customer can send those over, I would be happy to issue a refundYou do have to watch out
sometimes though with other contractors, some contractors are known to drill holes into your heat exchanger thus forcing you to replaceThere is no way to know if they deceitfully did this to you or notHowever, we will assume the other company is honest for the sake of a refundPlease simply send over the other contractors' official recommendations (with pictures if possible), and we will take care of this for you - no problemThanks

Complaint: ***
I am rejecting this response because:I know for a fact that a new unit was not offered to me and I'm upset at your remarks making it seem like I'm not telling you the truth but that makes it even worse for me to trust your work and advice, what I'm really looking for is? my full refund like I told the last technician you can come take what ever was put on my system and give me a full refund
Sincerely,
Prisma ***

I understand where you are coming from and though I do not agree with your accusation that we did not recommend a unit replacement, I am still offering you a full refund on the cost of your service work if you go with the new installation - which as the experts, we are recommendingWe have financing available if that helpsIf you do not want to go with a full replacement, I can offer you a $refund - as you approved the work and that motor was bad - you would have needed to replace that motor whether you call out another company to continue fixing this unitYour other option is we can leave the unit as is and continue to diagnose and work on your unit until we get it 100% fixed - but honestly, we do not know what this will cost as we can only fix one problem at a time and we have no way of knowing how many additional problems there will be - and there is a chance you will end up spending a couple more thousand to get this all fixed (though it may be less in total than getting a new unit, we always recommend a new unit because then you are covered under warranty and have a much cheaper unit to operate as it will be more efficient)If you would like us to continue to repair your unit, I can do that an will offer you 10% off all future repair work until this unit is up and running.? So the options I am offering to you are:? 1) $refund? 2) $off the cost of the installation we quoted you? 3) 10% off all repair work needed to get this unit up and running (though we don't recommend this option).? Thanks, Rob

Hi, and I am sorry to hear of your dissatisfaction with our company and with what happenedLet me start off by saying this is a common complaint, and I will explain why belowHowever, before I start, I want to apologize to you if Greg called you ignorantI am going to go through the recordings
when I get a chance, and if he called you ignorant like you are claiming, he is going to appear before our board for a hearing and may face terminationThat is unacceptable, and if that was said to you, then I sincerely apologize as that is not representative of the work we do here - and if he said that, then he is the one that is truly ignorant.As far as to the rest of your complaintIt was found that the part shown in your service ticket and invoice were bad and not workingYou have an older unit and often times when one thing is broken, a multitude of things might also be badWe always recommend replacing older units instead of trying to fix them as these things can become money pitsUnfortunately, we can only diagnose one part of the broken unit at a time generallySo we were able to find that your motor with fan blade was no longer working so that is what we replaced (we apologize for bringing the wrong one at first - we eventually got that taken care of for you and did not charge extra for our mistake - but I know it was an inconvenience for you)Once your motor fan was fixed, then your unit was able to run and we were able to see that there were other problems down the line that were not apparent when the motor was not working (as we informed you was the case, which is why we recommend replacing the unit outright)At this point, we truly do not recommend you pouring more money into this equipment, and recommend replacing it outrightThe reason we cannot take your parts back is because once installed, they cannot be returnedWe cannot get a refund on your parts after installationFurthermore, a portion of the cost of the motor is the labor associated with the unit - which also is not refundable because the time was spentWe are offering you a discount if you go with us of half the cost of the repairs towards the cost of the replacement.? I will say $is a high price to install a unit, but you do not have an ordinary unit, and the equipment cost of your unit for your specific application is much higher than the cost of a residential AC (about 2-3x more expensive)The best I can do for you for all your inconvenience thus far is give you the full cost of your repair as a credit toward your new installation.? Please let me know if you would like to go this route, and we can get your installation set up - as you mentioned time is of the essence so we would be happy to take care of this asap for you - we do have financing available so that you can pay in small monthly installments if that helps.? If this is not something that you can do, I am willing to refund you $for the time inconvenience that you faced and send a check for this amount to your home, I cannot offer more because you agreed to our cost to replace your motor and agreed to replace the motor despite our recommendations, and most importantly, because we cannot get a refund on the part or the labor spent based on your approval to do workHowever, if you'd like I can send you $refund out of good faith though if you'd prefer not to go with the installAnother option is that you can get a window AC unit to help keep your place cool while you save up for a new unitThese cost anywhere from $150-$at *** - so the $I am willing to send you could basically cover that cost.? Please let me know which route you'd like to take.? Thank you and have a nice day, Rob? ?

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
Sincerely,
Aamir ***

I just sent the customer an email. If it turns out that we did misdiagnose the customers unit, we will refund him 100%. I simply need to see the recommendation or pictures from the other company. If the customer can send those over, I would be happy to issue a refund. You do have to watch out...

sometimes though with other contractors, some contractors are known to drill holes into your heat exchanger thus forcing you to replace. There is no way to know if they deceitfully did this to you or not. However, we will assume the other company is honest for the sake of a refund. Please simply send over the other contractors' official recommendations (with pictures if possible), and we will take care of this for you - no problem. Thanks

I understand where you are coming from and though I do not agree with your accusation that we did not recommend a unit replacement, I am still offering you a full refund on the cost of your service work if you go with the new installation - which as the experts, we are recommending. We have financing available if that helps. If you do not want to go with a full replacement, I can offer you a $150 refund - as you approved the work and that motor was bad - you would have needed to replace that motor whether you call out another company to continue fixing this unit. Your other option is we can leave the unit as is and continue to diagnose and work on your unit until we get it 100% fixed - but honestly, we do not know what this will cost as we can only fix one problem at a time and we have no way of knowing how many additional problems there will be - and there is a chance you will end up spending a couple more thousand to get this all fixed (though it may be less in total than getting a new unit, we always recommend a new unit because then you are covered under warranty and have a much cheaper unit to operate as it will be more efficient). If you would like us to continue to repair your unit, I can do that an will offer you 10% off all future repair work until this unit is up and running. So the options I am offering to you are: 1) $150 refund 2) $850 off the cost of the installation we quoted you 3) 10% off all repair work needed to get this unit up and running (though we don't recommend this option). Thanks, Rob