Max Roofing

The dryer has been returned as we continue to work with the manufacturer. The [redacted]'s are evaluating their dryer venting before selecting a replacement but have purchased other product at this time. The [redacted]'s have been understandably frustrated with the performance of their dyer but have been very fair minded and a pleasure to work with on this matter.

Ms. [redacted] is not the purchaser of this product. After the product was delivered, the purchaser had requested that we only communicate to him, and not his ex. The communication has been strained partially due to this circumstance. This product was specially ordered for the purchaser who understands the manufacturer will not accept a return. We have contacted the manufacturer who has agreed to replace the tables rather than wait for parts. They should arrive about the first week in September. Then we will contact Ms. [redacted] to arrange for delivery. Finally, some type of compensation will be provided.
 
Sincerely,
[redacted]
 
[redacted]

[redacted]'s frustration is demonstrated in the tone of this complaint. This frustration and extreme profane language has made assisting her very challenging. Some details in [redacted]'s complaint are not accurate. Manufacturers provide service warranties on their product and will not...

allow the dealer to exchange the product without their approval. [redacted] received a problematic refrigerator which we assisted in seeing that it was exchanged by providing the manufacturer with details of the service history. We asked [redacted] to help us communicate with the manufacturer because we have found some manufacturers to be more responsive when working with both the retailer and the end user. The first refrigerator was exchanged and now, about 20 months later, the exchanged refrigerator is requiring service for a third time. [redacted] insists the refrigerator be exchanged but there is a process to follow with the manufacturer that must be followed. [redacted] disagrees. Since [redacted] had written this complaint, we have diagnosed the refrigerator as needing a part which we have ordered and will install as soon as it arrives. Also, we have provided her with information she can use to file her possible food loss claim. We are contacting the manufacturer with the service history on [redacted]'s behalf. We will contact [redacted] directly regarding any floor damage which must be handled through an insurance process.There is no record of a phone contact from the Revdex.com to our company regarding any customer complaint including [redacted]. Phone calls addressing complaints does not follow protocol of the Revdex.com. Please correct me if I am wrong.[redacted] had her dishwasher delivered on April 3, 2013. The dishwasher comes with a 1 year warranty from the manufacturer. On November 3, 2014, service was requested and a pump/motor needed to be replaced. Since the product was 7 months out of warranty, the manufacturer did not cover the repair.Finally, we are disappointed that we have received this complaint. Our company goal is to achieve and maintain a level of 100% customer satisfaction. We are proud of our A+ rating from the Revdex.com and are committed to serving our customers as best we can.Sincerely,[redacted]

The [redacted]'s purchased their refrigerator and had it delivered on March 30, 2015. The door was damaged and needed to be replaced. When the replacement door was received by us, it was damaged and it has taken way too long to receive the from Whirlpool. We have contacted the manufacturer several...

times in an effort to expedite the process. The customer is reasonable and understandably has been frustrated with the delay. We have contacted the customer and agreed on an allowance for their patience. We will continue to work with the manufacturer to receive a door that is not damaged.Sincerely,VanVreedes

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.They did not offer to repair the chair.  They agreed that there are too many things wrong with it.  It would cost more to repair than what it is worth.  At no point did anyone tell us that a special order chair is nonrefundable.  It does not state that on the paperwork either.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

I contacted Mr. and Mrs. [redacted] and understand the frustration with how their products are performing. Both manufacturers provide a repair warranty and will support their product. First, the range. The [redacted]'s paid $731.50 for the range which is being advertised...

today as a Whirlpool convection range for $809 at Lowes. They paid a fair price for the product they received. Mr. [redacted] recognizes that convection ranges with an extra heating element cost $300-$600 more. Mrs. [redacted] described in detail how the burners were working and agreed to have them looked at by the service department. This problem should be solvable. If not, Whirlpool will be contacted. Second, the dryer. The LG dryer has been serviced 3 separate times. On Mr. [redacted]'s behalf, we contacted LG and supplied them with the service history on the dryer. LG asked for one more attempt to repair, Mr. [redacted] agreed, so it will  be serviced one more time. If it is not repaired, I believe LG will then authorize us to exchange the dryer. The [redacted]'s are understanding of this. VanVreedes will work with the manufacturer's as they do not allow VanVreedes to exchange a new product and resell it as such without their approval. Sincerely,[redacted]

We are very sorry for any misunderstanding regarding a comfort warranty on this product. Although a select few high end mattresses come with a return policy this product does not. No product comes with the warranty described by the customer. The customer suggested the mattress was defective; we...

offered to check the mattress out at no cost but a return is all that is acceptable to her. Now, we have offered to exchange the mattress with another and she is coming into our store to re select. We will do our best to discount any re selection to help satisfy our customer and address her concern.   Sincerely,[redacted]

I spoke with this customer personally to explain the coverage his warranty company provides. The warranty provides replacement with a tv of the same or greater value similar to all extended warranties in the industry. He understood but was still somewhat frustrated. I offered an additional discount to further help. The customer came in and reselected a new tv which has been ordered for him.
[redacted]

The [redacted]'s have been very kind customer's to work with. Our manager has not had any communication with the [redacted]'s and is unaware of their concern. They misunderstand the comfort policy. Tempurpedic (the manufacturer) does have a 90 day comfort guarantee, however, the consumer must use the...

mattress for 30 days before requesting the exchange; no less. The bed can then be exchanged one time. This was explained at the time of sale and can be verified on the Temperpedic website. We understand Mr. [redacted]'s has had surgery and we will work with him to re select a suitable replacement so he and his wife are comfortable. We will also refund a reasonable difference if the [redacted]'s select a less expensive model as well. We have reached out to the [redacted]'s and expect this matter will be resolved. We take great pride in exceeding our customer's needs and enjoy ratings among the top retailers in Northeastern Wisconsin. Sincerely,VanVreede's

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.
The purchaser asked Van Vreede's to contact him exclusively regarding the original purchase in December as the tables were a Christmas gift, meant to be a suprise.  The Van Vreede's rep who inspected the peeling veneer in January was given my contact information as the tables were at my house, not the purchaser's.  Ms. [redacted]'s statement regarding contact information is not valid, as aside from three phone calls from Van Vreede's to arrange delivery (one in December and two in March), the business failed to initiate any communication with either the purchaser or myself.  We initiated all contact with Van Vreede's.
Van Vreede's delivery contract states, "In order for our insurance company to accept liability for any damage, such damage must be noted before our delivery people leave the premises."  Damage was noted and documented before they left the premises as follows: A) damage to the console table was noted on the delivery receipt, B) a label produced by Van Vreede's indicating damage was attached to the coffee table, and C) the delivery people made two separate phone calls to a Van Vreede's [redacted] to document the damage to all three tables while at my house.  Therefore, a minimum of three Van Vreede's employees (two delivery people and at least one employee at the store) were made aware of the damage at the time of delivery.  The delivery people were very apologetic and assured us that all three replacements would be ordered immediately and promised that we would be contacted by Van Vreede's that following Monday, March 24, with an ETA on the replacements, as well as to arrange delivery once the tables arrived.  We were not contacted by Van Vreede's and the tables were not ordered as promised.  It was at this point that Van Vreede's failed to adhere to the terms of their own delivery contract.
We again contacted Van Vreede's in April, and we were told that Van Vreede's had no knowledge if the damage and we were told to e-mail photos.  We immediately sent photos, despite having no legal obligation to do so as the damage was clearly documented by a minimum of three employees at the time of delivery.  Van Vreede's then attempted to dispute the damage, continuing to violate the terms of their own delivery contract.
We have given Van Vreede's numerous opportunities to rectify the situation.  We have not received a single apology from Van Vreede's for their role in continually dropping the ball after the damaged tables were delivered and they had our money.  This has gone on long enough and "soon" is no longer sufficient.  If Van Vreede's cannot provide us with a written guarantee that the three tables (console, coffee, and end table, which Ms. [redacted]'s reply failed to address) will be replaced no later than August 21, then we are demanding a full refund to the purchaser, including delivery charges.
Regards,
[redacted]

The manufacturer (LG) has failed to communicate the correct information to Mr. [redacted]. I have verified the following information and called Mr. [redacted] personally. Mr. [redacted] requested service on his dehumidifier when it was under warranty. The dehumidifier has a sealed system problem and is not...

worth repairing. We are sending information to Mr. [redacted] he will need to forward to LG who will then provide a refund for the dehumidifier. This is what Mr. [redacted] expects and I agree.
 
Sincerely,
[redacted]

[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:In response to message from Van Vreede's in which our name was misspelled numerous times,  we did not receive the side panel for the stove.  That is supposed to be installed tomorrow along with the new stove top as well as an adjustment to the back burner.  I really do not know what they mean by compensation for our long wait.  I wanted to trade in this stove and at least get a good deal on a new one,  but I don't think that will happen.  I am going to part ways with Van Vreede's and make my future puchases elsewhere and will encourage friends and family to do the same.  So I am ending this situation at this time.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
Donald [redacted]

Our delivery documentation has no mention of delivery damage and is signed by the purchaser as such. We contacted Mt. [redacted] and resolved the matter to both our satisfaction. Mr. [redacted] was fair and reasonable to work with and he is satisfied with the resolution. It is our goal to achieve 100%...

customer satisfaction and retain the highest customer satisfaction rating for a retailer of our kind in Northeastern Wisconsin. Best Regards, VanVreede's Customer Srervice

This complaint is not from the individual who purchased the product. The purchaser gave us specific instructions to communicate with him exclusively. The communication has been strained due to circumstances beyond our control. The credit in question has been applied as agreed. Since this...

product has been specially ordered for the customer, service must be handled in the following fashion. There is a sofa table that is waiting to be exchanged and a coffee table top which should be here soon that will need to be changed. We will contact [redacted] to do so now that we have the contact information. After these items are addressed we would be happy to offer some type of compensation to the purchaser of the product. Thank you.
Sincerely,
[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.]
I did agree with Van Vreede's on a warranty replacement plus a additional  $125 from me for a new tv on 9-1-14, but they don't have the tv in stock, So I 'am still waiting for my replacement. When I receive the replacement and everything on the set appears OK, I will then sign off on my complaint.
Regards,
[redacted]

The Johnson's purchased their refrigerator as stated and require service under the manufacturer's warranty. They are located out of our service area; about 78 miles away. When this occurs, the manufacturer, Whirlpol in this case, must be contacted and they will arrange for service with a servicer...

much closer to the customer. The customer attempted to do this but was unsuccessful. We have contacted Whirlpool on the customer's behalf and have arranged for service setting up a specific time for the repair. The Johnson's are now informed and will now be taken care of.  Thank you. [redacted]