Marlin T.V. and Appliance

[redacted] purchased five appliances, a refrigerator, dishwasher, cooktop, downdraft vent system, and wall oven.  He prepaid $50.00 to have one of our staff come to his house and measure his existing appliances in order to determine the best choices for replacement appliances.   The...

appliances selected by [redacted] with the assistance of our sales representative, [redacted], were determined to be the closest fit to his existing appliances. The $50.00 was refunded towards his purchase. [redacted] ordered installation for two of the appliances, the dishwasher and the wall oven.  [redacted] was to arrange installation for the cooktop and downdraft vent system on his own to be done by others.  The refrigerator was delivered, set in place and connected to the water line with no issues.  The dishwasher was installed with no issues. The cooktop and downdraft vent system were delivered and not installed per the sales order.  The wall oven was installed. Upon installation of the wall oven it was found that while the oven fit into the cabinet cavity, the top trim of the oven conflicted with the upper cabinet doors. In order for the upper cabinet doors to function and the oven to be slid in completely, the cabinet would have to be modified.  That modification would need to be done by a carpenter.  The oven was left in operating order and was used to cook by the customer.   At [redacted]’s request we supplied a name and phone number of a person who could possibly modify the cabinet.  It was specifically said by the sales rep, [redacted] that any financial arrangements regarding this work would be between [redacted] and the carpenter.  At no time did [redacted] or any individual at Marlin write, say, or suggest that this expense would be borne by the Marlin.  The salesman spoke to [redacted] on several occasions.  I never received a call from [redacted].  There is no reason I would not return a customer’s phone call.The typical procedure is to remove and take away existing appliances upon the delivery of new appliances.  This was arranged and agreed to by [redacted].  The new appliances were delivered, signed for by the customer, and the old appliances taken away.  The old appliances were promptly delivered to a recycler the next morning.  Had [redacted] requested to keep his appliances before the delivery or at the time of delivery, he would certainly have been accommodated.  At no time was [redacted] “held hostage”.   He was left with an operating wall oven.  The oven selected was the best possible choice for the application.  The installation was done as best as could be done given the cabinet’s limitations.  I don’t know what [redacted] means by “turnkey service”.  He paid for five appliances, delivery of five appliances, and installation of two appliances.  This was all performed.  In fact, we offered [redacted] a refund for the wall oven installation charge as he was not satisfied.  We offered an additional refund of the delivery charge as a gesture of good will, a total of $200.  We don’t know what work [redacted] contracted the carpenter to do in his home for $695.00, but clearly he should not expect someone else to pay for it.

Review: I ordered 4 appliances from this company. I prepaid 50.00 for measurements prior to placing order or taking delivery. When appliances arrived two of the items didn't fit. I called the company. They sent out a carpenter who in the end charged me 695.00 for work which I was under the impression Marlin would play for but they didn't. The salesman and the [redacted] of the company refused to take my call and would not return my old appliances when I asked to return. I was left hostage because I now if 3 kids and needed to get the appliances Installed. I paid for a turnkey service and did not get one.Desired Settlement: Credit for 695.00 on the Amex I used to pay

Business

Response:

[redacted] purchased five appliances, a refrigerator, dishwasher, cooktop, downdraft vent system, and wall oven. He prepaid $50.00 to have one of our staff come to his house and measure his existing appliances in order to determine the best choices for replacement appliances. The appliances selected by [redacted] with the assistance of our sales representative, [redacted], were determined to be the closest fit to his existing appliances. The $50.00 was refunded towards his purchase. [redacted] ordered installation for two of the appliances, the dishwasher and the wall oven. [redacted] was to arrange installation for the cooktop and downdraft vent system on his own to be done by others. The refrigerator was delivered, set in place and connected to the water line with no issues. The dishwasher was installed with no issues. The cooktop and downdraft vent system were delivered and not installed per the sales order. The wall oven was installed. Upon installation of the wall oven it was found that while the oven fit into the cabinet cavity, the top trim of the oven conflicted with the upper cabinet doors. In order for the upper cabinet doors to function and the oven to be slid in completely, the cabinet would have to be modified. That modification would need to be done by a carpenter. The oven was left in operating order and was used to cook by the customer. At [redacted]’s request we supplied a name and phone number of a person who could possibly modify the cabinet. It was specifically said by the sales rep, [redacted] that any financial arrangements regarding this work would be between [redacted] and the carpenter. At no time did [redacted] or any individual at Marlin write, say, or suggest that this expense would be borne by the Marlin. The salesman spoke to [redacted] on several occasions. I never received a call from [redacted]. There is no reason I would not return a customer’s phone call.The typical procedure is to remove and take away existing appliances upon the delivery of new appliances. This was arranged and agreed to by [redacted]. The new appliances were delivered, signed for by the customer, and the old appliances taken away. The old appliances were promptly delivered to a recycler the next morning. Had [redacted] requested to keep his appliances before the delivery or at the time of delivery, he would certainly have been accommodated. At no time was [redacted] “held hostage”. He was left with an operating wall oven. The oven selected was the best possible choice for the application. The installation was done as best as could be done given the cabinet’s limitations. I don’t know what [redacted] means by “turnkey service”. He paid for five appliances, delivery of five appliances, and installation of two appliances. This was all performed. In fact, we offered [redacted] a refund for the wall oven installation charge as he was not satisfied. We offered an additional refund of the delivery charge as a gesture of good will, a total of $200. We don’t know what work [redacted] contracted the carpenter to do in his home for $695.00, but clearly he should not expect someone else to pay for it.

Review: In October 2013 I purchased a new Kitchen Aid stainless steel double oven at full price that was delivered and installed by Marlin Appliance. Two months after delivery in an attempt to diagnose a smoke issue with the stove I pulled the stove away from the wall and discovered that the bottom rear left side of the stove, which was hidden against a cabinet, was significantly dented. I also noticed that the side of my formica countertop was singed and brown due to excess heat being vented from underneath the cooktop. The damage to the stove was obvious enough that I am sure that the installers from Marlin Appliance were aware of the damage, however at no point did they inform me of the damage or ask me if it was acceptable. I was present for the entire installation of the stove and 4 other appliances. After discovering the damage I called Marlin Appliance twice to rectify the situation however I was given numerous excuses as to why they were not responsible and was told that the damage was purely cosmetic so nothing would be done. Even after I told them that my countertop was melting they recommended that I turn the stove on self clean to remedy the smoke issue. I am fairly confident that my countertop would combust if I did so due to the extremely high temperatures reached during clean mode. A belief that was confirmed by a representative from Kitchen Aid who recommended that I do not use the stove until a service technician can inspect it. Even if the damage is not responsible for the other issues I was having with the stove I do not feel that it is acceptable to knowingly deliver a damaged product to someone who paid full price for a presumably brand new undamaged item.Desired Settlement: I would like my stove to be replaced with a new undamaged stove as I paid for.

Consumer

Response:

At this time, I have not been contacted by Marlin T.V. and Appliance regarding complaint ID [redacted].

Sincerely,

Business

Response:

Let's try to separate and clarify the issues brought to light in [redacted]'s letter. The first issue is the smoke. The customer called our store in late December to inquire about smoke from the oven. He told our representative that he had sprayed the inside of the oven with an oven cleaning product and then switched the unit into self clean. This should never be done and was most likely the cause of the smoke.

It is highly unlikely that [redacted]'s countertop would combust under any circumstance as this product is UL tested and approved for use next to a countertop. If the customer called Kitchen Aid service with a safety concern such as described in the letter, the logical response would be to discontinue use of the range until a service tech could check it. It is also unlikely that a Kitchen Aid service representative would confirm the possible combustion of an adjacent countertop without having someone physically inspect the product.

The staining of the adjacent countertop next to a range is not unusual. The normal course of cooking, with hot pots and pans, as well as any splash and spillover, will cause brown staining to the counter.

As the customer states, he was present for the entire installation of the stove. Any damage to the side panel should have been detected at that time, either by our installers, or the customer himself. I have not seen a picture of the damage; however it apparently is not affecting the performance of the product. That said, if the side is damaged, it is a panel that can easily be replaced.

We will be happy to work with [redacted] and KitchenAid service to iron out any of his concerns.