LV Service and Parts

Initial Business Response / [redacted] (1000, 5, 2014/08/27) */ Contact Name and Title: [redacted] Contact Phone: [redacted] Contact Email: [redacted] LV Installation was involved with this installation and was hired as a 3rd party installer by Viking Range to assist the customer with a switch outThe customer was very particular and explained on the initial phone call that she was highly dis-satisfied with her dealer (who had attempted to install the switch out unit prior to LV Installation) so we were well aware of her issuesWe took great care to minimize any potential issues as we knew she would be a challenging customer Our Installer and helper went to the home and attempted the install and noted several issues with the switch out as the unit that was replaced had different cabinet door cutouts than the new unit hadThis was going to cause the fit and finish of the install to not be a perfect casethis was explained and notatedFurthermore it was noted that the handles on the panel were loose and that we were not going there to fix that but to exchange the unitAgain noted The customer was not happy with our installer and was irate with himOur instruction to our installers with an irate customer is to finish the job and exit the home so situations do not escalateWe reported back to Viking whom had hired us that there were issues with the jobIn the meantime, the customer called several times yelling and screaming on voicemail about all sorts of issues that were not true concerning floor damage, loose handles and a poor fit and finishAfter we told the people that hired us that we did not want to deal with the customer, the President of our company took a call from the customer's husband and explained our positionThe husband was very nice, calm and understood We in turn, told Viking we would not charge them and encouraged them to find an alternate installer to investigate the claimsThey hired another 3rd party to go back out and assessThat 3rd party left the house as well saying that they could not appease the customer (after tampering with the install)Viking asked if we would send a representative to the home along with Viking's Regional Service Manager to assist in re-panneling the door (not in original scope of work)We agreed in an attempt to resolve the situationOur man and Viking's RSM spent nearly hours on the job essentially re-building the panel so that the fit and finish would look acceptableThe Viking RSM further agreed with the customer that there was no floor damageViking signed off as being happy with the resultLV Installation took NO REVENUE whatsoever from Viking for this jobNor did LV Installation take or expect any revenue from the customer as we were never hired for work by her We found out later that the customer had repeated problems and was in a pretty bad state to begin with before this exchange was contracted to be done through usWe believe in satisfied customersOur customer, Viking, was satisfiedIf we have an unsatisfied customer that we cannot please, then we do a full refund and step aside for someone else to do the workI do not think the customer understood who we worked for and got very agitated when she was expecting LV Installation to call her back when it was Viking that was to call her back (which they did) Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/08/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) LV installation was the only company Viking works with for their products in WII asked the representative from Viking if I could please have the delivery and installation team from [redacted] that I initially had for the first two installs because they did an amazing jobHowever, I was told for warranty purposes, I had to use LVI was particular on the phone as this is a brand new home, we just moved into our home in May, and this would be the 3rd refrigerator Viking was changing out for unrepairable issuesI have hard wood floors that scratch very easily, and white cabinet doors on all of my appliancesWe spent alot of money on our home, and I wanted to assure LV would take care when delivering and installing the refrigeratorWhen LV's tech came out, I was in and out for 80% of the install, I asked them if they wanted something to drink, to please cover my floors, and was very niceWhen I returned, the tech did not make me aware of ANY problems with the install, I was checking everything and bringing the issues to him, which he was denyingI came home to a huge mess of packaging all over my floor, my rugs all bunched up and thrown in a pile, and no floor coverings downI said nothing, until I heard the tech drop a tool on my floor and then I went into the kitchen to see if he wanted a rug to borrow to put down, of which he responded, no ma'am, we have somethingHe sent his co-worker out to the truck to get a floor coveringWhen they were completed and I started putting the food back in, that is when I noticed the freezer handle was looseHe said he did nothing with the handles, however, it was not loose prior to him arriving for the switch outThere was a gauge in the cabinet refrig door upper left corner, of which he denied, and the refrigerator was very unsturdy and shook when you closed itHe said everything was done properly, he wasnt going to fix anything because he didnt want to further damage my panels, and that the shaking was normalI pointed out scratches on the floor that wasnt there prior, of which he deniedI told him I was very dissatisfied with this install, and the first installs were not done this way, and he responded that maybe I should have them install itHe was very rude and unprofessionalI sent pictures of all the damage to [redacted] at vikingShe agreed to have [redacted] installer come out to fix the issues, and when he came out, he pointed out other issues that were wrong that I did not notice(i have a copy of his report to prove) The front right leveling mechanism was broke off and this had to be on to install it initially, the freezer panel door was not on the track properly, the unit was installed crooked and that is why the doors were hitting the wood casement it sits in, and the unit was bolted in on the right, but not the leftHe said he couldnt do anything for me because the leveling system was broke, however, he did try to move it over a little to avoid the doors hitting the casingHe also put masking tape on it to keep the doors from further getting damaged when they openedViking then sent out a regional mgrand lv servemgrto repair everythingWhen they walked in, I asked them how long they thought it would take as I had apptsthat afternoon, and the viking regional mgrsaid a couple of hoursThey were here for 1/hoursThey did do a great job and I was happy they saw all of the issuesIt was at that visit that I was made aware for the 1st time the panels were incorrect for that modelUnfortunately, the first model I bought was discontinued and this was the replacementI take great offense to LV's incorrect statements, as they are clearly misinformed or not telling the honest truthI am thoroughly confused how they can treat their customers this way, (whether I am through a 3rd party or not, I am still a customer) and stay in businessWe run a business ourselves and would never treat a customer this way, even if we thought we were in the right, we would strive to take care of the customer 100% to assure their satisfaction and referralI would never refer LV services to anyone or use them in the future if I had a choice based on this responseI have copies of both reports and nothing was ever noted about the panel doors until the regional and service manager came outThe install was clearly done improperly and apparently they value their technicians more than their customersMy husband and I spent alot of money on our new home and would like to have the contractors respect our home when they arrive to complete their jobMy husband did talk with the owner after the 1st install of LV and noted all of the problems, he did not agree that the install was done correctly and made them aware of the damage as wellYes he was calmer because it was the morning after and he did not have to clean up the mess after the techs and deal with their unprofessionalismI did not scream and yell, I was very assertive and disgusted and concerned the refrigerator was going to fall on one of my children being it was so top heavy and easily able to tip, and the unit was clearly shaking when you closed the doorsIf Viking was satisfied with this install and signed off, then that speaks for Viking as wellNext time, I will buy a different brand!

Initial Business Response /* (1000, 5, 2014/08/27) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email:[redacted]
LV Installation was involved with this installation and was hired as a 3rd party installer by Viking Range to assist the customer...

with a switch out. The customer was very particular and explained on the initial phone call that she was highly dis-satisfied with her dealer (who had attempted to install the switch out unit prior to LV Installation) so we were well aware of her issues. We took great care to minimize any potential issues as we knew she would be a challenging customer.
Our Installer and helper went to the home and attempted the install and noted several issues with the switch out as the unit that was replaced had different cabinet door cutouts than the new unit had. This was going to cause the fit and finish of the install to not be a perfect case. this was explained and notated. Furthermore it was noted that the handles on the panel were loose and that we were not going there to fix that but to exchange the unit. Again noted.
The customer was not happy with our installer and was irate with him. Our instruction to our installers with an irate customer is to finish the job and exit the home so situations do not escalate. We reported back to Viking whom had hired us that there were issues with the job. In the meantime, the customer called several times yelling and screaming on voicemail about all sorts of issues that were not true concerning floor damage, loose handles and a poor fit and finish. After we told the people that hired us that we did not want to deal with the customer, the President of our company took a call from the customer's husband and explained our position. The husband was very nice, calm and understood.
We in turn, told Viking we would not charge them and encouraged them to find an alternate installer to investigate the claims. They hired another 3rd party to go back out and assess. That 3rd party left the house as well saying that they could not appease the customer (after tampering with the install). Viking asked if we would send a representative to the home along with Viking's Regional Service Manager to assist in re-panneling the door (not in original scope of work). We agreed in an attempt to resolve the situation. Our man and Viking's RSM spent nearly 5 hours on the job essentially re-building the panel so that the fit and finish would look acceptable. The Viking RSM further agreed with the customer that there was no floor damage. Viking signed off as being happy with the result. LV Installation took NO REVENUE whatsoever from Viking for this job. Nor did LV Installation take or expect any revenue from the customer as we were never hired for work by her.
We found out later that the customer had repeated problems and was in a pretty bad state to begin with before this exchange was contracted to be done through us. We believe in satisfied customers. Our customer, Viking, was satisfied. If we have an unsatisfied customer that we cannot please, then we do a full refund and step aside for someone else to do the work. I do not think the customer understood who we worked for and got very agitated when she was expecting LV Installation to call her back when it was Viking that was to call her back (which they did).
Initial Consumer Rebuttal /* (3000, 7, 2014/08/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
LV installation was the only company Viking works with for their products in WI. I asked the representative from Viking if I could please have the delivery and installation team from [redacted] that I initially had for the first two installs because they did an amazing job. However, I was told for warranty purposes, I had to use LV. I was particular on the phone as this is a brand new home, we just moved into our home in May, and this would be the 3rd refrigerator Viking was changing out for unrepairable issues. I have hard wood floors that scratch very easily, and white cabinet doors on all of my appliances. We spent alot of money on our home, and I wanted to assure LV would take care when delivering and installing the refrigerator. When LV's tech came out, I was in and out for 80% of the install, I asked them if they wanted something to drink, to please cover my floors, and was very nice. When I returned, the tech did not make me aware of ANY problems with the install, I was checking everything and bringing the issues to him, which he was denying. I came home to a huge mess of packaging all over my floor, my rugs all bunched up and thrown in a pile, and no floor coverings down. I said nothing, until I heard the tech drop a tool on my floor and then I went into the kitchen to see if he wanted a rug to borrow to put down, of which he responded, no ma'am, we have something. He sent his co-worker out to the truck to get a floor covering. When they were completed and I started putting the food back in, that is when I noticed the freezer handle was loose. He said he did nothing with the handles, however, it was not loose prior to him arriving for the switch out. There was a gauge in the cabinet refrig door upper left corner, of which he denied, and the refrigerator was very unsturdy and shook when you closed it. He said everything was done properly, he wasnt going to fix anything because he didnt want to further damage my panels, and that the shaking was normal. I pointed out 2 scratches on the floor that wasnt there prior, of which he denied. I told him I was very dissatisfied with this install, and the first 2 installs were not done this way, and he responded that maybe I should have them install it. He was very rude and unprofessional. I sent pictures of all the damage to [redacted] at viking. She agreed to have [redacted] installer come out to fix the issues, and when he came out, he pointed out other issues that were wrong that I did not notice. (i have a copy of his report to prove) The front right leveling mechanism was broke off and this had to be on to install it initially, the freezer panel door was not on the track properly, the unit was installed crooked and that is why the doors were hitting the wood casement it sits in, and the unit was bolted in on the right, but not the left. He said he couldnt do anything for me because the leveling system was broke, however, he did try to move it over a little to avoid the doors hitting the casing. He also put masking tape on it to keep the doors from further getting damaged when they opened. Viking then sent out a regional mgr. and lv serve. mgr. to repair everything. When they walked in, I asked them how long they thought it would take as I had appts. that afternoon, and the viking regional mgr. said a couple of hours. They were here for 5 1/2 hours. They did do a great job and I was happy they saw all of the issues. It was at that visit that I was made aware for the 1st time the panels were incorrect for that model. Unfortunately, the first model I bought was discontinued and this was the replacement. I take great offense to LV's incorrect statements, as they are clearly misinformed or not telling the honest truth. I am thoroughly confused how they can treat their customers this way, (whether I am through a 3rd party or not, I am still a customer) and stay in business. We run a business ourselves and would never treat a customer this way, even if we thought we were in the right, we would strive to take care of the customer 100% to assure their satisfaction and referral. I would never refer LV services to anyone or use them in the future if I had a choice based on this response. I have copies of both reports and nothing was ever noted about the panel doors until the regional and service manager came out. The install was clearly done improperly and apparently they value their technicians more than their customers. My husband and I spent alot of money on our new home and would like to have the contractors respect our home when they arrive to complete their job. My husband did talk with the owner after the 1st install of LV and noted all of the problems, he did not agree that the install was done correctly and made them aware of the damage as well. Yes he was calmer because it was the morning after and he did not have to clean up the mess after the techs and deal with their unprofessionalism. I did not scream and yell, I was very assertive and disgusted and concerned the refrigerator was going to fall on one of my children being it was so top heavy and easily able to tip, and the unit was clearly shaking when you closed the doors. If Viking was satisfied with this install and signed off, then that speaks for Viking as well. Next time, I will buy a different brand!