Onward Coatings Company, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Firstly, Robert
Drendall and/or BigCentric stop LYING
and saying my decision was based on an least expensive option. I gave you the dimensions and the color I was
seeking and you gave me the optionsYou
then gave me a GE model, a Frigidaire model and a Whirlpool modelThe GE refrigerator you mentioned you said was
out of stock and you don’t know when you will be getting anymore, the status of
them or etc. That left the Frigidaire
model and the Whirlpool as the other available refrigerators for my dimensions
and color I was seekingYou said out of the two you would go with the
Whirlpool and you said I would be happy with that choice. I then looked up the Whirlpool model that you
had suggested online and I then called you back and then we proceededSo *** *** and/or BigCentric stop LYING and saying the least expensive available
option was my motive in purchasing the refrigerator. You don’t know what are my financial
circumstances? Did I buy the refrigerator on time, did I lay it away? There may have been about $to $dollar
difference between all of the refrigerators that we discussed. You didn’t offer or suggest an $Subzero
refrigeratorSo stop LYING…I also
asked you about reliability, warranties and your experience with the brands
You told me per your experience you said that some of the Samsung refrigerators
were problematic and you wouldn’t recommend the Samsung refrigerators. As for the “acknowledgement”,
after the service tech’s visit, I later visited the BigCentric store in person
and I told them the events of the service call.
During that visit, they said they believed the refrigerator made noise
but they felt as though that the refrigerator has a problem and the tech should
have fixed it.As far as ticket documentation goes, when the
tech finished I asked him for a copy of the work orderThe tech explained to
me that customers don’t get copies of work order tickets, he will later use his
tablet or phone to create the ticket and uploads the copy to his company which
will then forward a copy to Whirlpool and the customer doesn’t get a copySo I
didn’t have a chance to enforce, counter, debate anything that went on the
ticket because the ticket was created and uploaded later out of my presenceSo
stop with this nonsense about making them write anything. I later contacted Whirlpool for a copy of the
work order ticket, Whirlpool said they couldn’t provide me a copy of the
ticket. I then had to track down the
service tech’s company website and phone number to request a copy of work order
ticket to find out what was written on the ticketI eventually was emailed a
copy of the work order, which I forwarded a copy to BigCentric. The
ticket complaint is refrigerator noise can be heard in other roomsThe tech’s
findings were, the noise that he is hearing is the compressor and the noise is
for this unitThe tech does not dispute the noise, it states the “noise”
is for this unit. A copy of the
work order which I tracked down is attached.
I sent a certified letter to
Whirlpool regarding this issue (containing my Whirlpool service request number
which tracks this issue) which was delivered and signed for on September 5,
at 11:05:am. I also emailed
Whirlpool as a part of an existing email chain (the same email chain that
resulted in the first service call) via the Whirlpool service request number
regarding this issue on September 23, 2017.I have yet
to receive a written or an emailed response from Whirlpool. Since BigCentric are the appliance experts,
did BigCentric make an attempt to contact or speak with the service tech who
diagnosed my refrigerator from Appliances Unlimited regarding this issue? So despite
this nonsense rhetoric, I have tried to reach out to Whirlpool regarding this
issue. Who may have
a better chance of ordering and demanding Whirlpool change something or fix something?
A consumer who purchased one refrigerator or an authorized Whirlpool dealer who
may have sold hundreds or thousands of Whirlpool products…

Regardless of the differences in recollection of accounts for the sales process between ourselves and the customer, by no means can the customer claim to have bought this specific fridge "at our behest" as stated in the customer's original grievence. We make it a point to never pressure customers at all to purchase specific products from us, to the point where we openly encourage customers to take their time, shop around, and compare our prices and offerings.In regards to the customer's comments about the service tech's visit, when the customer visited the store after the first service call, the customer told us the service technician agreed it was loud, and the tech stated to the customer that changing out the compressor might solve the issue. If the service technician offered a potential solution to the problem, logically he should have attempted a fix instead of just leaving the issue unresolved and writing up that everything is operating normally.Since nobody from BigCentric has heard the fridge in person, our recommendations are strictly based on the information we received from the customer's account of the service call, and we cannot definitively state that we personally believe there is a problem with the fridge. With that said, we have sold several dozens of this specific fridge in the past year, and only one of them had a problem completely unrelated to noise issues. A simple search of google reviews shows that the occasional noise complaints about the units are for the most part about the icemaker dropping ice loudly, not about the actual operation of the fridge like the customer's situation. We also had a nearly identical unit on our showroom floor at the time of the customer's first visit post-service call, which we offered to let the customer listen to for comparison, but to our recollection, the customer did not take up that offer.With regards to getting documentation of the service call, customers are supposed to receive them. Its unfortunate that the customer did not get a copy of the written notes of the service call the first time, where he could have contested the claim that everything was normal for the fridge. If the service tech suggested swapping out the compressor as a possible solution to a noise issue, that should have been explicitly noted on the ticket. This is why we instructed the customer to get service out to his house again and make sure this time that the official documentation for the service call matched what the service technician stated in person.On what we have done on our end to try to assist the customer, we have recorded email correspondences with Whirlpool representatives asking them for assistence with this fridge, but given the official documentation that nothing is wrong with the unit, they are unwilling to help out.If the customer wishes to work together with us to get Whirlpool to resolve their issue, we are more than happy to assist. Based on the customer's statement, it appears he has blindly attempted to work with Whirlpool directly on his own though, instead of trying to work with us and following our suggestions.As we told the customer before, for Whirlpool to take action on this unit, the customer at least needs to get get a service tech out to his house again and provide official documentation confirming that a problem exists, and either an attempt was made to fix the problem, or the problem is not fixable. If he can do that, we will have a lot more leverage to try to push Whirlpool to find a suitable resolution for the customer. We request that the customer focus his efforts on doing this ASAP so we can try to help him out, instead of frustrating himself trying to work with Whirlpool by himself.

When this fridge was purchased, we did not specifically recommend this model and have the customer purchase it "at our behest". Given the constraints the customer provided in terms of specs, features, and price, we offered the customer several options in different brands. However, the customer...

picked out this particular Whirlpool fridge among the options since it was the least expensive option. Concerns about noise levels were never brought up by the customer. We sold the Whirlpool unit without worry, since it is a very similar model to our best selling fridge, and is itself a fridge we've sold in large quantities in the past with no previous complaints of any sort.In the customer's complaint, he mentions that "BigCentric Appliances acknowledges the noise." This is not true - nobody from BigCentric has heard the customer's fridge. The only relevant parties that have heard the fridge are the customer and Whirlpool's service technician thus far. The customer had Whirlpool service come out to inspect the refrigerator. The only records we have of the Whirlpool technician's notes from the service call were that the unit is operating normally (attached is the service ticket notes from the Whirlpool tech who went out). However, according to the customer, the service tech acknowledged that the fridge was extremely loud. The customer also stated that the service tech, off the record, told him that he could try to fix the noise issue by replacing the compressor, but was concerned that this would only cause more problems due to the difficulty of the job. Therefore, the Whirlpool service tech decided to not do anything at all - neither attempt to repair the product, or at the very least, document officially that the fridge would be difficult to repair and therefore should be replaced.We advised the customer to have the Whirlpool service tech out again, and this time, have him either fix the compressor or approve the swap-out of his fridge with official documentation of the noise problem. If the service tech agrees there's a noise problem, don't let him leave the house without officially acknowledging the problem exists! The customer agreed to pursue this option, but did not follow through. We have offered the customer a very straightforward solution to his problem given the information he gave us, but he has not followed our advice. Our solution remains valid - if the customer wants the noise issue resolved, he just needs to get the Whirlpool repairman out to his house again, and this time get them do more than just secretly agree, off the record, that there is a noise problem. The servicer should either fix the fridge, or deem it non-repairable if it is too difficult to fix, and at that point we'd be more than happy to replace the fridge for the customer with Whirlpool's documented approval.