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 Perla's Appliance has not contacted me and has not mailed me the $check indicated in their response to the Revdex.com Regarding the $refund that was never received, Perla's did not provide me with any documentation of who offered it, when they filed the paperwork or how I could follow up on the amount that was never received When I pressed, the owner, Rocco, stopped taking my calls and stopped answering my emails In his response to the Revdex.com he indicated that he provided an upgraded dishwasher free of charge What truly happened was that his servicemen damaged the dishwasher that I had ordered I had appropriate refund documents for the dishwasher that I ordered When he was unable to provide my preferred dishwasher, he asked if I would accept a substitute The catch that he didn't mention, though, was that my refund papers would not work for his substitute dishwasher I would have to trust him to file papers to somewhere unknown When I never received the refund, he insisted that he had mailed the request and had kept no documents He was not willing to help me track it down Regards, [redacted]
Thank you for your input. Being a third-generation owner of a family business established over years ago, I assure you we take all customer feedback, both positive and especially negative very seriously.I have personally reviewed your sale and issues, and am certainly sorry you are
displeased with your experience. Indeed, after review, though, there does seem to be some misunderstanding in the information communicated. These filters you mention, retail $each, are sold in master packs of from the manufacturer to the retailer, and are not now nor to my knowledge have ever been packaged for sale to the consumer in this fashion. You did pay $for this hood, (which does sell around town at the big-box stores for $428, without delivery or any free filters) and did receive the hood along with a free filter and free delivery. Upon your mentioning that your or your wifes impression was that free filters were coming, we certainly offered you the option of canceling the sale and receiving the refund after explaining the misunderstanding, which in light of the several other things you mention also are not correct and were never said, we are quite certain was not altogether, if at all, a fault on our part.Anyhow, we do wish you well with your hood and any future appliance needs
Thank you for your input We have reviewed the service request, and indeed found we did have a breakdown in communication, which should have been handled differently.However, we are an independent appliance dealer and servicer, and this breakdown was caused by our inability to be paid from
anybody involved for our work, which is a necessityto properly and efficiently run our business We value all our customers, including not only consumers but also the insurance companies and manufacturers we work with and for, and uponmaking an accurate report of our findings - that the damage and failure of the machine was not due to any manufacturer's defect in material or workmanship - we attempted to be paid for ourparts and labor expense from who we thought should be the responsible party - *** *** whose installers did install hinges improperly - and had no success with this Thus, it threw the callinto a hold status here which required special handling and hence the delays We should have given the customer the opportunity, if he chose, to pay out of pocket for the repair, or arrange to have either the selling dealer or the manufacturer pay for the repair, and complete itin a more timely fashion.Even given that we were never paid by any responsible party, we attempted as a good-faith effort at assisting the consumer, making the call to the customer after all this was discovered, and those calls we made - yes, by family members of our fourth-generation family owned business which we are quite proud of - went unreturned
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
Perla's Appliance has not contacted me and has not mailed me the $check indicated in their response to the Revdex.com. Regarding the $refund that was never received, Perla's did not provide me with any documentation of who offered it, when they filed the paperwork or how I could follow up on the amount that was never received. When I pressed, the owner, Rocco, stopped taking my calls and stopped answering my emails. In his response to the Revdex.com he indicated that he provided an upgraded dishwasher free of charge. What truly happened was that his servicemen damaged the dishwasher that I had ordered. I had appropriate refund documents for the dishwasher that I ordered. When he was unable to provide my preferred dishwasher, he asked if I would accept a substitute. The catch that he didn't mention, though, was that my refund papers would not work for his substitute dishwasher. I would have to trust him to file papers to somewhere unknown. When I never received the refund, he insisted that he had mailed the request and had kept no documents. He was not willing to help me track it down
Regards,
*** ***
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
Regards,
*** ***
Thank you for your input After review of this service call, we do see that we did diagnose the washer, and return with the part to complete repair.We also did return again and found one part to be defective, and did reorder the part with the manufacturer During the last conversation
with the customer, it was unfortunately not in stock yet, and we relayed that information to her At no time did anybody here "recommend" she cancel the call, however that was indeed herinstruction to us rather than be called and scheduled for service when the part arrived.The needed replacement part has arrived, and we will be happy to schedule our return visit to complete the repair
Thank you for your input. Being a third-generation owner of a family business established over years ago, I assure you we take all customer feedback, both positive and especially negative very seriouslyI have reviewed your complaint and am certainly sorry everything did not meet your
expectations. We did provide products you selected at a great price, did also provide the appropriate rebates - including, as you know, I am sure, the original $that was there, along with completion of the no-charge delivery, and all service related issues are complete to my knowledge. Regarding the additional $50, that was indeed offered by me as an extra after the original deal was made, and our records reflect not only did we provide an upgraded dishwasher at no additional charge, we also filed the additional $rebate offered by me in a timely fashion.As we have no way of knowing if the rebate was received or mailed or not, and in the interest of keeping with the good business practices we always strive to adhere to, we will directly send a check for $to the consumer to clear this issue, and certainly wish her well in the future
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 Perla's Appliance has not contacted me and has not mailed me the $check indicated in their response to the Revdex.com Regarding the $refund that was never received, Perla's did not provide me with any documentation of who offered it, when they filed the paperwork or how I could follow up on the amount that was never received When I pressed, the owner, Rocco, stopped taking my calls and stopped answering my emails In his response to the Revdex.com he indicated that he provided an upgraded dishwasher free of charge What truly happened was that his servicemen damaged the dishwasher that I had ordered I had appropriate refund documents for the dishwasher that I ordered When he was unable to provide my preferred dishwasher, he asked if I would accept a substitute The catch that he didn't mention, though, was that my refund papers would not work for his substitute dishwasher I would have to trust him to file papers to somewhere unknown When I never received the refund, he insisted that he had mailed the request and had kept no documents He was not willing to help me track it down Regards, [redacted]
Thank you for your input. Being a third-generation owner of a family business established over years ago, I assure you we take all customer feedback, both positive and especially negative very seriously.I have personally reviewed your sale and issues, and am certainly sorry you are
displeased with your experience. Indeed, after review, though, there does seem to be some misunderstanding in the information communicated. These filters you mention, retail $each, are sold in master packs of from the manufacturer to the retailer, and are not now nor to my knowledge have ever been packaged for sale to the consumer in this fashion. You did pay $for this hood, (which does sell around town at the big-box stores for $428, without delivery or any free filters) and did receive the hood along with a free filter and free delivery. Upon your mentioning that your or your wifes impression was that free filters were coming, we certainly offered you the option of canceling the sale and receiving the refund after explaining the misunderstanding, which in light of the several other things you mention also are not correct and were never said, we are quite certain was not altogether, if at all, a fault on our part.Anyhow, we do wish you well with your hood and any future appliance needs
Thank you for your input We have reviewed the service request, and indeed found we did have a breakdown in communication, which should have been handled differently.However, we are an independent appliance dealer and servicer, and this breakdown was caused by our inability to be paid from
anybody involved for our work, which is a necessityto properly and efficiently run our business We value all our customers, including not only consumers but also the insurance companies and manufacturers we work with and for, and uponmaking an accurate report of our findings - that the damage and failure of the machine was not due to any manufacturer's defect in material or workmanship - we attempted to be paid for ourparts and labor expense from who we thought should be the responsible party - *** *** whose installers did install hinges improperly - and had no success with this Thus, it threw the callinto a hold status here which required special handling and hence the delays We should have given the customer the opportunity, if he chose, to pay out of pocket for the repair, or arrange to have either the selling dealer or the manufacturer pay for the repair, and complete itin a more timely fashion.Even given that we were never paid by any responsible party, we attempted as a good-faith effort at assisting the consumer, making the call to the customer after all this was discovered, and those calls we made - yes, by family members of our fourth-generation family owned business which we are quite proud of - went unreturned
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
Perla's Appliance has not contacted me and has not mailed me the $check indicated in their response to the Revdex.com. Regarding the $refund that was never received, Perla's did not provide me with any documentation of who offered it, when they filed the paperwork or how I could follow up on the amount that was never received. When I pressed, the owner, Rocco, stopped taking my calls and stopped answering my emails. In his response to the Revdex.com he indicated that he provided an upgraded dishwasher free of charge. What truly happened was that his servicemen damaged the dishwasher that I had ordered. I had appropriate refund documents for the dishwasher that I ordered. When he was unable to provide my preferred dishwasher, he asked if I would accept a substitute. The catch that he didn't mention, though, was that my refund papers would not work for his substitute dishwasher. I would have to trust him to file papers to somewhere unknown. When I never received the refund, he insisted that he had mailed the request and had kept no documents. He was not willing to help me track it down
Regards,
*** ***
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
Regards,
*** ***
Thank you for your input After review of this service call, we do see that we did diagnose the washer, and return with the part to complete repair.We also did return again and found one part to be defective, and did reorder the part with the manufacturer During the last conversation
with the customer, it was unfortunately not in stock yet, and we relayed that information to her At no time did anybody here "recommend" she cancel the call, however that was indeed herinstruction to us rather than be called and scheduled for service when the part arrived.The needed replacement part has arrived, and we will be happy to schedule our return visit to complete the repair
Thank you for your input. Being a third-generation owner of a family business established over years ago, I assure you we take all customer feedback, both positive and especially negative very seriouslyI have reviewed your complaint and am certainly sorry everything did not meet your
expectations. We did provide products you selected at a great price, did also provide the appropriate rebates - including, as you know, I am sure, the original $that was there, along with completion of the no-charge delivery, and all service related issues are complete to my knowledge. Regarding the additional $50, that was indeed offered by me as an extra after the original deal was made, and our records reflect not only did we provide an upgraded dishwasher at no additional charge, we also filed the additional $rebate offered by me in a timely fashion.As we have no way of knowing if the rebate was received or mailed or not, and in the interest of keeping with the good business practices we always strive to adhere to, we will directly send a check for $to the consumer to clear this issue, and certainly wish her well in the future