Northeastern Management

[redacted] Please accept this as Jim Fuqua Appliance Center’s response to Customer Complaint # [redacted] Jim Fuqua Appliance is an appliance repair service center and appliance parts retail storeNo stove was purchased through our store The problem was self-diagnosed by the [redacted] , not our service repair team The [redacted] came to Jim Fuqua Appliance to order a special order burnerThe special order came in and they were notifiedThe part was picked up, paid for and installed by the [redacted] Once a part has been ordered and installed by the customer, we are unable to return it to the wholesale parts dealer Customers that request that we order parts are told that parts cannot be returned if they are: Opened packages, past days after purchase, special order or have been installed Sings are posted at both registers that inform the customer of our Return Policy I have included a photo of the sign Although, we believe that we have properly informed our customers of our Return Policy and part will be not be able to be returned, we will be glad for the [redacted] to schedule an appointment for one of our technicians to come to their home and properly diagnose the issueWe want to ensure that our customers are satisfied with our service within the limits of our policies and responsibilities, so we will waive the in-home visit service fee for them on this issueWe feel that this is a fair and equitable solution for both the store and our customer and shows a good faith effort towards our customer service satisfaction [redacted]

SEE ATTACHMENT FOR ORIGINAL RESPONSE.On or around September 14, 2015, Jim Fuqua Appliance Center was contacted by ***., directly to perform a “no customer charge” warranty service call for the complaining individualThis call means Jim Fuqua will get reimbursed by G.Edirectly and we are a third party supplier for G.E.After an initial diagnosis on September by a Fuqua technician, the complaining customer discussed in great detail the difficulty they had with installing the unit and issues with its useFuqua, who did not do the install, stated it would have to order parts for the unit and return.On September the parts were received and on September the technicián returned after the complaining customer missed the appointment on the 24thHe had difficulty with moving around the unit and sliced his hand open severing his tendonThe technician has missed over days of work specifically related to this incident.The complaining customer requested that Fuqua return to finish jobBased on resources available and difficulty of the unit, we notified the complaining customer that they would need to have the original installer remove the unit before we could do the repair.The customer said they would contact us when this was done but has never contacted us.To date, there has been no payment received by Fuqua for this job, we paid and still have parts to perform the work, and have lost thousands of dollars in revenue associated with technicians injury.We deem this complaint in bad taste and valueless

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This further illustrates this company's dishonesty.  With continued untrue statements   While they were performing the warranty work, the reason for the missed appointment was that they did not contact my wife to verify the time as instructed and with the number provided to [redacted] when the appointment was set up.  While we are sorry that the service tech was injured the fact remains that IF he had simply removed the two anchor screws standard on dishwashers the unit would have simply slid out as it did for other techs and to replace the unit. It was [redacted] that told us as a company representative that Jim Fuqua Appliance would not return to finish the work and to contact someone else, not to simply have it removed. [redacted] also told this to the warranty provider as well, who had to reassign the work to another contractor.  So that is another dishonest statement.  [redacted] is also the one that lied to the warranty provider saying a new floor had been installed preventing them from finishing the job as the excuse for Jim Fuqua Appliance's tech being injured and why they would not finish the work.  Another blatantly untrue statement.  So [redacted] told not only us but also the warranty provider that they would not finish the job.  The dishwasher was also left in a leaking condition providing quite of bit of water soaking the floor, walls and cabinets.  Because of these lies and inept service,  I had to pay the service call for a tech to simply remove two screws and slide the unit out, all taking less than five minutes. But an expensive 5 minutes based on the service call rate. As well as the possibility of more expense caused by the water leak they left.  I will be happy gather and provide statements from the various others involved and as well as photographic evidence illustrating the dishonesty of the statements provided by Jim Fuqua Appliance. But I doubt Jim Fuqua Appliance would want that further expense and embarrassment added to this.   After my dealings with Jim Fuqua Appliance and specifically [redacted],  I really have no illusion that Jim Fuqua Appliance will provide reputable work, customer service, be honest or correct the issues they caused. I'm sure as evidenced by their excuses and untrue statements, that they have no intention of even attempting to take any responsibility for the expenses and issues they have caused.  But I think it is important at the very least that future customers are aware of just how poorly this company provides service and how dishonest they are. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

SEE ATTACHMENT FOR ORIGINAL RESPONSE.On or around September 14, 2015, Jim Fuqua Appliance Center was contacted by [redacted]., directly to perform a “no customer charge” warranty service call for the complaining individual. This call means Jim Fuqua will get reimbursed by G.E. directly and we are a third...

party supplier for G.E.After an initial diagnosis on September 15 by a Fuqua technician, the complaining customer discussed in  great detail the difficulty they had with installing the unit and issues with its use. Fuqua, who did not do the install, stated it would have to order parts for the unit and return.On September 22 the parts were received and on September 25 the technicián returned after the  complaining customer missed the appointment on the 24th. He had difficulty with moving around the  unit and sliced his hand open severing his tendon. The technician has missed over 45 days of work specifically related to this incident.The complaining customer requested that Fuqua return to finish job. Based on resources available and difficulty of the unit, we notified the complaining customer that they would need to have the original installer remove the unit before we could do the repair.The customer said they would contact us when this was done but has never contacted us.To date, there has been no payment received by Fuqua for this job, we paid and still have parts to perform the work, and have lost thousands of dollars in revenue associated with technicians injury.We deem this complaint in bad taste and valueless.

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[redacted]   Please accept this as Jim Fuqua Appliance Center’s response to Customer Complaint #[redacted].   Jim Fuqua Appliance is an...

appliance repair service center and appliance parts retail store. No stove was purchased through our store.  The problem was self-diagnosed by the [redacted], not our service repair team.  The [redacted] came to Jim Fuqua Appliance to order a special order burner. The special order came in and they were notified. The part was picked up, paid for and installed by the [redacted].  Once a part has been ordered and installed by the customer, we are unable to return it to the wholesale parts dealer.  Customers that request that we order parts are told that parts cannot be returned if they are: Opened packages, past 30 days after purchase, special order or have been installed.  Sings are posted at both registers that inform the customer of our Return Policy.  I have included a photo of the sign.   Although, we believe that we have properly informed our customers of our Return Policy and part will be not be able to be returned, we will be glad for the [redacted] to schedule an appointment for one of our technicians to come to their home and properly diagnose the issue. We want to ensure that our customers are satisfied with our service within the limits of our policies  and responsibilities, so we will waive the in-home visit service fee for them on this issue. We feel that this is a fair  and equitable solution for both the store and our customer and shows a good faith effort towards our customer service satisfaction.   [redacted]
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