Mardell's Gifts & Jewelry

Revdex.com Jefferson St NE, Suite A Albuquerque, NM Attn : Jennifer [redacted] February 20, Ms [redacted] , We are in receipt of your letter dated February 14, regarding complaint ID [redacted] We have been in communication with the customer regarding this complaintWe regret this complaint is not yet resolved and hoped to have it resolved long ago, but due to the manufacturer of the refrigerator we have been unable to do soMs [redacted] ’s refrigerator requires a replacement door due to damageWe have ordered the door from Whirlpool, but they have not yet been able to supply itWhirlpool does not stock doors, and only produces them during production of that specific modelWe have been told on numerous occasions, by Whirlpool it would only be another two or three weeksEach time we seek information regarding an estimated time of arrival it gets pushed to a future dateWe contacted Whirlpool again this week and were advised they would be producing the doors sometime in mid-AprilWe have offered to replace Ms [redacted] ’s refrigerator with another model, but she has stated she likes the one she has and would rather get the replacement doorWe will continue with our efforts to obtain the door with WhirlpoolWe also stand by our offers to replace the refrigerator with another modelAgain, we regret this complaint is still unresolved, and understand Ms [redacted] ’s frustrationWe share her frustration in not being able to resolve her complaint timelyRegards, Bill S [redacted] Operations Manager Builders Source, IncMenaul NEAlbuquerque, NM ###-###-#### ###-###-#### Fax

Please excuse me for not responding in a more timely fashion I left the customer a message on Thursday, April 7th, that I would like to come look at the cabinet doors and the bulge in the floor She returned my call on Friday, April 8th and said she would be available this week if I gave her a call I left a message on Monday, April 11th and have not heard back.The cabinet that the customer is unhappy with, has Butt doors This means they have no parting bar between the doors The cabinet is not available any other way This is done in vanity cabinets and sink base cabinets to allow easier plumbing access It is also done in some doubledoor base cabinets to allow for pullout shelves The manufacturer says the doors can be adjusted so that the space between them will be narrower It will not totally disappear I'm not sure what the bulge in the floor is without looking at it I am willing to take a look at this and see if it can be resolved.As I stated in my earlier response, I would be more than happy to refund the money for the vanity faucet This faucet was supplied by us and we will take responsibility for it The toilet was selected by the homeowner, and as far as I know, was not necessarily defective The customersaid it was a poor design and hard to flush This is an issue to be taken up with the manufacturer, as the customer stated, there is no problem with the installation Sincerely,David R***

Revdex.com:Through the efforts of Brad, manager of Appliance Liquidators (AL), this issue was resolved today, 2/27. Brad was able to request expedited replacement doors from Whirlpool and they were installed on my refrigerator today. Brad has also offered an extended one year warrant and he is mailing me a copy of that document. I appreciate Brad's efforts to resolve this issue. We will monitor the new doors, which contain the ice maker, to ensure all is working correctlyWhen I spoke to Brad today, he also offered to assist in how to reset the 'order filter' alarm. Then this evening we received a call from AL asking if we needed help with this filter reset. Brad has been very attentive in following up with me since I opened this case and sent the company an email complaint. A note: I was never offered another refrigerator or another model, this is an incorrect statement made by the Builder's Source representative. I would not have accepted, as I researched this model and wanted to keep the product I purchased
Regards,
*** ***

I am responding to letter received dated April 14, I did call MrR*** and he came out last week to check the cabinet doors & bulge in floorI was never told about butt doorsHis sons adjusted them as much as they could saying the space would not totally disappearMrR*** said that's the way all cabinets are built todayHe also guarantees the buldge in my floor would never be a problem & guaranteed it in writingAll his plumber had to say was this toilet is a problem so I'll just replace it with *** day guarantee policy & that would have ended itContractors build and remodel homes to customers satisfaction not theirsMrR*** has an answer for everything to his benefit and not mineThe world we live in today - so sad.If MrR*** would kindly refund me the $for the vanity faucet, I'll consider this matter closed.Sincerely,*** ** ***

The customers information regarding when the work started and was completed is correct The customer asked that we replace her vanity faucet because it was getting old and her toilet because it had malfunctioned and caused the damage She did ask me what type of toilet we recommend
I responded that my plumber recommends *** toilets and that's what he installed in my home, which I was very satisfied with The customer then said she would like to go shop for toilets She went to ***'s and *** *** and decided on an *** *** champion toilet She gave the plumber a paper with the information for the toilet she had selected, and hewent to ***'s and purchased that toilet and installed it The customers vanity faucet was brass (gold) We explained to her that we could not find any brass faucets (The plumber did in fact order one from a catalog, but when it was delivered it was chromeWhen he called the company to tell them the faucet was suppose to be brass, they told him it was a misprint and that brass was not available) The plumber did have new vanity faucets that were brass in stock, these faucets were years old He installed one of these faucets and the customer had problems with it squeaking and being hard to turn She also mentioned the toilet being hard to flush The plumber tried to stop the squeaking faucet and make it easier to turn It worked for a while and then went back to squeaking He also worked to make the toilet easier to flush This was not so much a problem with the toilet, as it was the customer having some physical limitations with her hands As I remember, these problems were dealt with in September When the customer called in January, her son was present and she wanted the toilet replaced After speaking with both her and her son, they both agreed the problem was with the toilet not the installation Because we purchased the toilet that the customer requested, and there was no problem with the installation, replacement of the toilet would be up to the manufacturer As for the customers, they thought we should have known there were problems with the *** *** toilet, I find this rather unfair We did not recommend the *** *** toilet, or find it necessary to research its quality My brief research after receiving the complaint, still finds the toilet receiving our of stars even though there were complaints about it. As for refunding the price of the vanity faucet, I would be more than happy to do this We worked very hard to find a faucet in brass that would be satisfactory We could not find one We were up front with the fact that the faucet we installed was new, but years old I also offered to install a new faucet if she could find one that was satisfactory I was never told until I received this complaint that her son found a brass faucet and installed it back in January I can send someone to adjust the cabinet doors at the customers convenience Sincerely,David R***

I am responding to your letter dated March 23, which I received on March 26thI want to be brief and to the pointThis response is like he said, she saidI am not complaining about the contractors installation but about a defective faucet and toilet. My son was up from Texas in February and not January and talked with MrR*** about the faucet and toiletHe said how hard the toilet was to flush and waiting there to see if it stopped runningSaid it was a bad design and no one, especially seniors, should have to deal with it.MrR*** said replacement should be up to the manufacturer and when my son called *** *** they said it was the contractorAs I said in my previous letter my son called *** about the toilet and that’s when we found out about the *** day guarantee policyHad I known this I would have been on this immediatelyThat said, the plumber and all trades including the contractors know *** return guarantee policyThis toilet could have been replaced at no cost to me or the contractor.I really appreciate MrR***s reply to reimburse me the $for the faucetNo one can afford to lose money so I am willing to split the $toilet costThat amount comes to $- $faucet and $for toiletI feel I am being very fair.Also, MrR*** said he would send the factory rep out when I called him in November and the rep still hasn’t comeThey are just plain cut short and I don’t know how they can be adjustedAlso, he forgot about the raised bubble on my vinyl floor near the sink.Sincerely,*** ** ***

Revdex.com Jefferson St NE, Suite A Albuquerque, NM Attn : Jennifer *** February 20, Ms***, We are in receipt of your letter dated February 14, regarding complaint ID ***We have been in communication with the customer regarding this complaintWe
regret this complaint is not yet resolved and hoped to have it resolved long ago, but due to the manufacturer of the refrigerator we have been unable to do soMs***’s refrigerator requires a replacement door due to damageWe have ordered the door from Whirlpool, but they have not yet been able to supply itWhirlpool does not stock doors, and only produces them during production of that specific modelWe have been told on numerous occasions, by Whirlpool it would only be another two or three weeksEach time we seek information regarding an estimated time of arrival it gets pushed to a future dateWe contacted Whirlpool again this week and were advised they would be producing the doors sometime in mid-AprilWe have offered to replace Ms***’s refrigerator with another model, but she has stated she likes the one she has and would rather get the replacement doorWe will continue with our efforts to obtain the door with WhirlpoolWe also stand by our offers to replace the refrigerator with another modelAgain, we regret this complaint is still unresolved, and understand Ms***’s frustrationWe share her frustration in not being able to resolve her complaint timelyRegards, Bill S*** Operations Manager Builders Source, IncMenaul NEAlbuquerque, NM ###-###-#### ###-###-#### Fax