We are standing by our first response letter Ms [redacted] purchased this vehicle as-isAt no point was Ms [redacted] in any danger and we do not appreciate being accused of yelling at nor do we "get in their faces"In fact, Ms [redacted] did very little talking, as most of the yelling and threats came from Ms [redacted] friend Thank you for listening to our side We are no longer willing to proceed with any future exchanges with Ms [redacted] , as her response and accusations are completely falseRegards , John S*** General ManagerAndys Car Land, Inc
3/2/Confirming our phone conversations of 2/28/and 3/1/17: I was told by Martin W [redacted] on 2/28/that the door came in on 2/27/and that they were coming out on 3/1/to replace itThe guy, I believe his name was Herb, from Daniels did come out on 3/1/17, but he brought the wrong doorThe broken door is the door on the right if you are facing the refrigeratorimmediately sent Marty a text with a picture of the door (copy attached) and a picture of the freezer drawer (copy attached)The text I sent read "When will we get the CORRECT door??? May need to replace the freezer drawer if it doesn't get replaced soonBroken hinge is causing door to drop, cutting into freezer drawerFreezer drawer needs replaced as a result of broken hinge wearing grooves in it." His exact text response was "I'm not at the store today but I did get the bad newsI will work on it first thing in the morning and will call you when I get an answerTalk to you tomorrow." it is now 7:00PM on Thursday March 2, and I have not heard from MartySince it is now over four (4) months since Daniels was notified of the broken door, my wife and I are done being harassed and getting stressed out over the whole situationIf the door isn't replaced and the freezer drawer either repaired or replaced by March 17, we feel it is only fair that Daniels replaces the refrigerator with a new oneWe have been more than PATIENT!!!!! Sincerely,
We have been trying diligently to obtain a new door for Mr***r's Maytag refrigerator When we traced the part earlier, we were informed it is on backorder from the manufacturer This is very unusual; however, doors are not expected to fail and the manufacturer does not keep a surplus on hand.Mr***r and I have been in contact through text messages We have advised him of the situation When he spoke with our office earlier today, we offered him the options to either wait for the part, or we would pro rate and buy out his contract He is mulling this over and will be back in touch with the office with his decision.When a conclusion has been reached, we will update you.Martin GW***, Owner
RE: Mr. [redacted] Claim [redacted] When Mr. [redacted] purchased the chain saw, he originally requested to rent a saw. At that time we advised him that we do not rent tools. He then decided to purchase the saw. Regarding his attempt to return the saw, it... is true we informed Mr. [redacted] we could not take it back because gas/oil had been introduced into the tool. The reason for that particular store policy is that it is the manufacturer's policy. Because we want Mr. [redacted] (and all of our customers) to be happy and satisfied, we will ensure the saw is inspected and, if necessary repaired, by a manufacturer authorized technician. If the technician deems the saw unable to be repaired, we will replace it. Mr. [redacted] just needs to bring the saw to our Tool Department or Solutions Center and we will proceed as stated. Yours truly, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is okay by meJohn stated that he wants to send me to a mechanic so they can take a look at it and I will take thatSince I just started at Adams County Sheriff's my only day off is SaturdaySo let me know what works, I would like a full free detailed estimate from the mechanic that he wants to send me to and I would like the car fully looked atI would need to know how many days the mechanic would need the car for and the issues with it before we proceedSincerely,
*** ***
RE: ID *** ***Mr*** owns a Maytag refrigerator that is approximately 1/years old with a door hinge problemWhen *** *** *** a service provider, diagnosed the problem, their recommendation was to replace the doorThe cracked hinge does not affect the operation
or temperature of the refrigerator; however, we concur the door should replaced.We have ordered the part on two separate occasions from two different companiesBoth sources assured us the door was being sentWe even paid for expedited shippingHowever, when tracing the shipment of the part, we were advised that contrary to the original information that the part was in stock, it is, in fact, just being producedAnd because it is so rarely this part malfunctions, its availability is very limited.If this problem was or became an operational issue, we would be happy to provide Mr*** with the loan of a refrigerator until the part became available and could be installed.As opposed to Mr***'s claim we do not return his callsI have spoken with/left messages for him on numerous occasionsOn 1/13/I called Mr*** from my personal cell phone and updated him on the status of the doorAt that time I advised him there had been a death in my immediate family and I would not be in the office for some timeI gave him my cell phone numberTold him we were not avoiding him, nor have we forgotten him, but we, like he, are at the mercy of the manufacturer in procuring the door.We will continue to follon the status of the door and will arrange to install it as soon as it becomes available.Regards,BARDAN/DANIELS'Martin G***,Owner
I did what Daniels wanted me to do (take saw back so it can be looked at for repairs) has been weeks.I have been very patient in waiting, with no calls from Daniels.At this point all I want is to buy a new saw, so would like my money back.I have had to borrow friends chainsaws for the last weeks on weekends & do not feel this is right.Thank you
RE: [redacted] ID [redacted] Dear Ms. [redacted] The refrigerator Ms. [redacted] purchased came with a one year manufacturer warranty[redacted] is an authorized service dealer for [redacted]. If [redacted] deemed the appliance as non-repairable, they would then make that...
recommendation to [redacted], the manufacturer, then authorizes a new appliance for the consumer. We have absolutely no authority to authorize or not to authorize a replacement. In fact, it would certainly to be to our advantage for [redacted] to contact us and authorize a new refrigerator for Ms. [redacted]. It would benefit us financially and also it would promote good customer relations. With regard to Daniels' not being responsive, our phone system is such it is impossible for someone to be on hold for longer than five minutes without the call ringing back to the operator and being answered. That is the way the phone system operates. We absolutely do not avoid our customers.it appears Ms. [redacted]s next step is to deal with [redacted] and possibly request a different authorized service dealer. She should also make her "Desired Settlement" request of the manufacturer. It is totally up to [redacted] how this proceeds.[redacted]Martin [redacted], Owner
5/19/17Ms. [redacted]The Revdex.com400 Holiday Drive, Suite 220Pittsburgh, PA 15220Dear Ms. [redacted]:RE: Compiaint ID [redacted]Yes, Mr. [redacted] did visit the store. However, we believe there was a misunderstanding. We did not advise him a customer service representative...
from Frigidaire would call him.We contacted the manufacturer sales representative, as we told Mr. [redacted] we were going to. Since the refrigerator had numerous repairs, we wanted to handle this through the sales department and not service.The sales representative has been working on this situation. On Tuesday, 5/16/17, he informed me by phone the unit was approved for replacement and Frigidaire would be shipping the new Refrigerator to Daniels' for the exchange.We value our customers and try to respond to them and their requests. But ultimately the appliance is under a one year manufacturer warranty and it is the manufacturer's decision whether to repair or replace. It would not have mattered where Mr. [redacted] purchased his appliance, nor who the manufacturer was. There are procedures that must be followed, and it is a process.We are pleased with the outcome of a replacement appliance for the consumer and hope he is as well.Regards,BARDAN, INC./DANIELS'Martin *. W[redacted], Owner
July 17, 2015 RE: Mr. [redacted] Claim [redacted] Ms. [redacted] This correspondence is a follow-up to our previous letter dated June 24, 2015. We are attaching a copy of a report issued b[redacted]the authorized [redacted] repair service dealer in the area. As you can see, the chainsaw was thoroughly tested and performed without issue. Therefore, we believe we have fulfilled our commitment to customer service and this claim should be concluded. Yours truly,[redacted] [redacted], Owner
3/2/17 Confirming our phone conversations of 2/28/17 and 3/1/17: I was told by Martin W[redacted] on 2/28/17 that the door came in on 2/27/17 and that they were coming out on 3/1/17 to replace it. The guy, I believe his name was Herb, from Daniels did come out on 3/1/17, but he brought the wrong door. The broken door is the door on the right if you are facing the refrigerator. 1 immediately sent Marty a text with a picture of the door (copy attached) and a picture of the freezer drawer (copy attached). The text I sent read "When will we get the CORRECT door??? May need to replace the freezer drawer if it doesn't get replaced soon. Broken hinge is causing door to drop, cutting into freezer drawer. Freezer drawer needs replaced as a result of broken hinge wearing grooves in it." His exact text response was "I'm not at the store today but I did get the bad news. I will work on it first thing in the morning and will call you when I get an answer. Talk to you tomorrow." it is now 7:00PM on Thursday March 2, 2017 and I have not heard from Marty. Since it is now over four (4) months since Daniels was notified of the broken door, my wife and I are done being harassed and getting stressed out over the whole situation. If the door isn't replaced and the freezer drawer either repaired or replaced by March 17, 2017 we feel it is only fair that Daniels replaces the refrigerator with a new one. We have been more than PATIENT!!!!! Sincerely,
RE: Mr. [redacted] Claim [redacted] When Mr. [redacted] purchased the chain saw, he originally requested to rent a saw. At that time we advised him that we do not rent tools. He then decided to purchase the saw. Regarding his attempt to return the saw, it...
is true we informed Mr. [redacted] we could not take it back because gas/oil had been introduced into the tool. The reason for that particular store policy is that it is the manufacturer's policy. Because we want Mr. [redacted] (and all of our customers) to be happy and satisfied, we will ensure the saw is inspected and, if necessary repaired, by a manufacturer authorized technician. If the technician deems the saw unable to be repaired, we will replace it. Mr. [redacted] just needs to bring the saw to our Tool Department or Solutions Center and we will proceed as stated. Yours truly, [redacted]
RE: ID [redacted]We dispute the customer's statement that our delivery personnel "tore up" her floor delivering a new dryer to her on 12/16/15. We base this on a couple of things. They are:We spoke with our delivery personnel and they feel the damage was not done during the delivery. The appliance was...
dollied as nearly into place as possible. The leveling legs are manufactured of nylon which should not cause damage to flooring when slid the final distance.When the delivery was performed, the consumer conversationally informed our personnel she was purchasing the dryer because the current appliance was owned by her boyfriend who had moved out. She requested the old dryer be placed in the garage for him to pick up and, of course, they complied.She also told our personnel they may have seen her in the news lately as her boyfriend had "barricaded" himself in the laundry room and SWAT had to be called to resolve the situation (please see attached article).During the back and forth between Daniels' personnel and the consumer, we were trying our best to arrange for the flooring professional we had employed and the customer to get together to remedy the situation with her laundry room floor, even though we did not believe we had caused the damage. She declined the use of the flooring specialist we would employ to do the work, although he would be covered under our insurance (one of her supposed sticking points).We find it interesting that her estimate for the vinyl flooring repair (much higher than our professional's estimate from viewing pictures of the damage) is nearly what she paid for the appliance. However, in the interest of good customer relations, we will be issuing the consumer a check in the amount of $759.00. BARDAN,INC/DANIELS'Martin [redacted]. Owner
We are standing by our first response letter . Ms [redacted] purchased this vehicle as-is. At no point was Ms [redacted] in any danger and we do not appreciate being accused of yelling at nor do we "get in their faces". In fact, Ms. [redacted] did very little talking, as most of the yelling...
and threats came from Ms. [redacted] friend. Thank you for listening to our side. We are no longer willing to proceed with any future exchanges with Ms. [redacted], as her response and accusations are completely false. Regards , John S[redacted] General ManagerAndys Car Land, Inc.
We have been trying diligently to obtain a new door for Mr. [redacted]r's Maytag refrigerator. When we traced the part earlier, we were informed it is on backorder from the manufacturer. This is very unusual; however, doors are not expected to fail and the manufacturer does not keep a surplus on hand.Mr. [redacted]r and I have been in contact through text messages. We have advised him of the situation. When he spoke with our office earlier today, we offered him the options to either wait for the part, or we would pro rate and buy out his contract. He is mulling this over and will be back in touch with the office with his decision.When a conclusion has been reached, we will update you.Martin G. W[redacted], Owner
RE: Mr. [redacted] Claim [redacted] Dear Ms. [redacted] The saw in question is back in Mr[redacted]' possession. Please see attached copy of the Quick-Start Guide in the manual that came with the saw. As you will note, we should not have even taken the saw to have it checked over by the authorized [redacted] repair service. That is the manufacturer's rule, not ours. But in order to keep the consumer happy, we did so. Therefore, we paid an empioyee to take and pick up the saw (approximately one half manhour each way), we had the fuel cost and wear and tear on our vehicle, and also incurred a $25 fee for the service company to tell us and Mr[redacted]here is nothing wrong with the saw. The repair service also advised they tested the saw under stress and it preformed to manufacturer standards. In conclusion, we did ail we could do to ensure the customer was in possession of a tool that was in good working order. In fact, we went above and beyond because the manufacturer clearly states the consumer is NOT to return the product to the store, but to contact them. We have lost time and money in the interest of customer service. Mr. [redacted] has stated that he wants a refund, but that is not an option. His option is (as it should have been initially) to contact the manufacturer and communicate his concerns to them. [redacted], Owner
We are standing by our first response letter Ms [redacted] purchased this vehicle as-isAt no point was Ms [redacted] in any danger and we do not appreciate being accused of yelling at nor do we "get in their faces"In fact, Ms [redacted] did very little talking, as most of the yelling and threats came from Ms [redacted] friend Thank you for listening to our side We are no longer willing to proceed with any future exchanges with Ms [redacted] , as her response and accusations are completely falseRegards , John S*** General ManagerAndys Car Land, Inc
3/2/Confirming our phone conversations of 2/28/and 3/1/17: I was told by Martin W [redacted] on 2/28/that the door came in on 2/27/and that they were coming out on 3/1/to replace itThe guy, I believe his name was Herb, from Daniels did come out on 3/1/17, but he brought the wrong doorThe broken door is the door on the right if you are facing the refrigeratorimmediately sent Marty a text with a picture of the door (copy attached) and a picture of the freezer drawer (copy attached)The text I sent read "When will we get the CORRECT door??? May need to replace the freezer drawer if it doesn't get replaced soonBroken hinge is causing door to drop, cutting into freezer drawerFreezer drawer needs replaced as a result of broken hinge wearing grooves in it." His exact text response was "I'm not at the store today but I did get the bad newsI will work on it first thing in the morning and will call you when I get an answerTalk to you tomorrow." it is now 7:00PM on Thursday March 2, and I have not heard from MartySince it is now over four (4) months since Daniels was notified of the broken door, my wife and I are done being harassed and getting stressed out over the whole situationIf the door isn't replaced and the freezer drawer either repaired or replaced by March 17, we feel it is only fair that Daniels replaces the refrigerator with a new oneWe have been more than PATIENT!!!!! Sincerely,
We have been trying diligently to obtain a new door for Mr***r's Maytag refrigerator When we traced the part earlier, we were informed it is on backorder from the manufacturer This is very unusual; however, doors are not expected to fail and the manufacturer does not keep a surplus on hand.Mr***r and I have been in contact through text messages We have advised him of the situation When he spoke with our office earlier today, we offered him the options to either wait for the part, or we would pro rate and buy out his contract He is mulling this over and will be back in touch with the office with his decision.When a conclusion has been reached, we will update you.Martin GW***, Owner
RE: Mr. [redacted] Claim [redacted] When Mr. [redacted] purchased the chain saw, he originally requested to rent a saw. At that time we advised him that we do not rent tools. He then decided to purchase the saw. Regarding his attempt to return the saw, it... is true we informed Mr. [redacted] we could not take it back because gas/oil had been introduced into the tool. The reason for that particular store policy is that it is the manufacturer's policy. Because we want Mr. [redacted] (and all of our customers) to be happy and satisfied, we will ensure the saw is inspected and, if necessary repaired, by a manufacturer authorized technician. If the technician deems the saw unable to be repaired, we will replace it. Mr. [redacted] just needs to bring the saw to our Tool Department or Solutions Center and we will proceed as stated. Yours truly, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is okay by meJohn stated that he wants to send me to a mechanic so they can take a look at it and I will take thatSince I just started at Adams County Sheriff's my only day off is SaturdaySo let me know what works, I would like a full free detailed estimate from the mechanic that he wants to send me to and I would like the car fully looked atI would need to know how many days the mechanic would need the car for and the issues with it before we proceedSincerely,
*** ***
RE: ID *** ***Mr*** owns a Maytag refrigerator that is approximately 1/years old with a door hinge problemWhen *** *** *** a service provider, diagnosed the problem, their recommendation was to replace the doorThe cracked hinge does not affect the operation
or temperature of the refrigerator; however, we concur the door should replaced.We have ordered the part on two separate occasions from two different companiesBoth sources assured us the door was being sentWe even paid for expedited shippingHowever, when tracing the shipment of the part, we were advised that contrary to the original information that the part was in stock, it is, in fact, just being producedAnd because it is so rarely this part malfunctions, its availability is very limited.If this problem was or became an operational issue, we would be happy to provide Mr*** with the loan of a refrigerator until the part became available and could be installed.As opposed to Mr***'s claim we do not return his callsI have spoken with/left messages for him on numerous occasionsOn 1/13/I called Mr*** from my personal cell phone and updated him on the status of the doorAt that time I advised him there had been a death in my immediate family and I would not be in the office for some timeI gave him my cell phone numberTold him we were not avoiding him, nor have we forgotten him, but we, like he, are at the mercy of the manufacturer in procuring the door.We will continue to follon the status of the door and will arrange to install it as soon as it becomes available.Regards,BARDAN/DANIELS'Martin G***,Owner
response attached
I did what Daniels wanted me to do (take saw back so it can be looked at for repairs) has been weeks.I have been very patient in waiting, with no calls from Daniels.At this point all I want is to buy a new saw, so would like my money back.I have had to borrow friends chainsaws for the last weeks on weekends & do not feel this is right.Thank you
RE: [redacted] ID [redacted] Dear Ms. [redacted] The refrigerator Ms. [redacted] purchased came with a one year manufacturer warranty[redacted] is an authorized service dealer for [redacted]. If [redacted] deemed the appliance as non-repairable, they would then make that...
recommendation to [redacted], the manufacturer, then authorizes a new appliance for the consumer. We have absolutely no authority to authorize or not to authorize a replacement. In fact, it would certainly to be to our advantage for [redacted] to contact us and authorize a new refrigerator for Ms. [redacted]. It would benefit us financially and also it would promote good customer relations. With regard to Daniels' not being responsive, our phone system is such it is impossible for someone to be on hold for longer than five minutes without the call ringing back to the operator and being answered. That is the way the phone system operates. We absolutely do not avoid our customers.it appears Ms. [redacted]s next step is to deal with [redacted] and possibly request a different authorized service dealer. She should also make her "Desired Settlement" request of the manufacturer. It is totally up to [redacted] how this proceeds.[redacted]Martin [redacted], Owner
5/19/17Ms. [redacted]The Revdex.com400 Holiday Drive, Suite 220Pittsburgh, PA 15220Dear Ms. [redacted]:RE: Compiaint ID [redacted]Yes, Mr. [redacted] did visit the store. However, we believe there was a misunderstanding. We did not advise him a customer service representative...
from Frigidaire would call him.We contacted the manufacturer sales representative, as we told Mr. [redacted] we were going to. Since the refrigerator had numerous repairs, we wanted to handle this through the sales department and not service.The sales representative has been working on this situation. On Tuesday, 5/16/17, he informed me by phone the unit was approved for replacement and Frigidaire would be shipping the new Refrigerator to Daniels' for the exchange.We value our customers and try to respond to them and their requests. But ultimately the appliance is under a one year manufacturer warranty and it is the manufacturer's decision whether to repair or replace. It would not have mattered where Mr. [redacted] purchased his appliance, nor who the manufacturer was. There are procedures that must be followed, and it is a process.We are pleased with the outcome of a replacement appliance for the consumer and hope he is as well.Regards,BARDAN, INC./DANIELS'Martin *. W[redacted], Owner
July 17, 2015 RE: Mr. [redacted] Claim [redacted] Ms. [redacted] This correspondence is a follow-up to our previous letter dated June 24, 2015. We are attaching a copy of a report issued b[redacted]the authorized [redacted] repair service dealer in the area. As you can see, the chainsaw was thoroughly tested and performed without issue. Therefore, we believe we have fulfilled our commitment to customer service and this claim should be concluded. Yours truly,[redacted] [redacted], Owner
3/2/17 Confirming our phone conversations of 2/28/17 and 3/1/17: I was told by Martin W[redacted] on 2/28/17 that the door came in on 2/27/17 and that they were coming out on 3/1/17 to replace it. The guy, I believe his name was Herb, from Daniels did come out on 3/1/17, but he brought the wrong door. The broken door is the door on the right if you are facing the refrigerator. 1 immediately sent Marty a text with a picture of the door (copy attached) and a picture of the freezer drawer (copy attached). The text I sent read "When will we get the CORRECT door??? May need to replace the freezer drawer if it doesn't get replaced soon. Broken hinge is causing door to drop, cutting into freezer drawer. Freezer drawer needs replaced as a result of broken hinge wearing grooves in it." His exact text response was "I'm not at the store today but I did get the bad news. I will work on it first thing in the morning and will call you when I get an answer. Talk to you tomorrow." it is now 7:00PM on Thursday March 2, 2017 and I have not heard from Marty. Since it is now over four (4) months since Daniels was notified of the broken door, my wife and I are done being harassed and getting stressed out over the whole situation. If the door isn't replaced and the freezer drawer either repaired or replaced by March 17, 2017 we feel it is only fair that Daniels replaces the refrigerator with a new one. We have been more than PATIENT!!!!! Sincerely,
RE: Mr. [redacted] Claim [redacted] When Mr. [redacted] purchased the chain saw, he originally requested to rent a saw. At that time we advised him that we do not rent tools. He then decided to purchase the saw. Regarding his attempt to return the saw, it...
is true we informed Mr. [redacted] we could not take it back because gas/oil had been introduced into the tool. The reason for that particular store policy is that it is the manufacturer's policy. Because we want Mr. [redacted] (and all of our customers) to be happy and satisfied, we will ensure the saw is inspected and, if necessary repaired, by a manufacturer authorized technician. If the technician deems the saw unable to be repaired, we will replace it. Mr. [redacted] just needs to bring the saw to our Tool Department or Solutions Center and we will proceed as stated. Yours truly, [redacted]
RE: ID [redacted]We dispute the customer's statement that our delivery personnel "tore up" her floor delivering a new dryer to her on 12/16/15. We base this on a couple of things. They are:We spoke with our delivery personnel and they feel the damage was not done during the delivery. The appliance was...
dollied as nearly into place as possible. The leveling legs are manufactured of nylon which should not cause damage to flooring when slid the final distance.When the delivery was performed, the consumer conversationally informed our personnel she was purchasing the dryer because the current appliance was owned by her boyfriend who had moved out. She requested the old dryer be placed in the garage for him to pick up and, of course, they complied.She also told our personnel they may have seen her in the news lately as her boyfriend had "barricaded" himself in the laundry room and SWAT had to be called to resolve the situation (please see attached article).During the back and forth between Daniels' personnel and the consumer, we were trying our best to arrange for the flooring professional we had employed and the customer to get together to remedy the situation with her laundry room floor, even though we did not believe we had caused the damage. She declined the use of the flooring specialist we would employ to do the work, although he would be covered under our insurance (one of her supposed sticking points).We find it interesting that her estimate for the vinyl flooring repair (much higher than our professional's estimate from viewing pictures of the damage) is nearly what she paid for the appliance. However, in the interest of good customer relations, we will be issuing the consumer a check in the amount of $759.00. BARDAN,INC/DANIELS'Martin [redacted]. Owner
We are standing by our first response letter . Ms [redacted] purchased this vehicle as-is. At no point was Ms [redacted] in any danger and we do not appreciate being accused of yelling at nor do we "get in their faces". In fact, Ms. [redacted] did very little talking, as most of the yelling...
and threats came from Ms. [redacted] friend. Thank you for listening to our side. We are no longer willing to proceed with any future exchanges with Ms. [redacted], as her response and accusations are completely false. Regards , John S[redacted] General ManagerAndys Car Land, Inc.
We have been trying diligently to obtain a new door for Mr. [redacted]r's Maytag refrigerator. When we traced the part earlier, we were informed it is on backorder from the manufacturer. This is very unusual; however, doors are not expected to fail and the manufacturer does not keep a surplus on hand.Mr. [redacted]r and I have been in contact through text messages. We have advised him of the situation. When he spoke with our office earlier today, we offered him the options to either wait for the part, or we would pro rate and buy out his contract. He is mulling this over and will be back in touch with the office with his decision.When a conclusion has been reached, we will update you.Martin G. W[redacted], Owner
RE: Mr. [redacted] Claim [redacted] Dear Ms. [redacted] The saw in question is back in Mr[redacted]' possession. Please see attached copy of the Quick-Start Guide in the manual that came with the saw. As you will note, we should not have even taken the saw to have it checked over by the authorized [redacted] repair service. That is the manufacturer's rule, not ours. But in order to keep the consumer happy, we did so. Therefore, we paid an empioyee to take and pick up the saw (approximately one half manhour each way), we had the fuel cost and wear and tear on our vehicle, and also incurred a $25 fee for the service company to tell us and Mr[redacted]here is nothing wrong with the saw. The repair service also advised they tested the saw under stress and it preformed to manufacturer standards. In conclusion, we did ail we could do to ensure the customer was in possession of a tool that was in good working order. In fact, we went above and beyond because the manufacturer clearly states the consumer is NOT to return the product to the store, but to contact them. We have lost time and money in the interest of customer service. Mr. [redacted] has stated that he wants a refund, but that is not an option. His option is (as it should have been initially) to contact the manufacturer and communicate his concerns to them. [redacted], Owner