Good Morning, I did not receive the 1st notice regarding this claim, also I noticed that the address listed for Premier Product Management is not correctWe relocated in Feb to [redacted] *** I attempted to search for this specific customer based on the phone numbers and address provided, but neither the phone # or address are connected to an order we have in our system Based on the description of the customers experience, this sounds to me like a matter of the team possibly not verifying the measurement of the range opening prior to removing their old unit, although the customer and the Retailer that they purchased the product from should have confirmed the proper measurements prior to purchase It is a long standing policy within the delivery process that the "haul away" or "old appliance" that is removed from the customers home is deemed as garbage once it has been removed from the home These units are brought back to our warehouse and picked up the following day by a certified appliance recycler and disposed of in accordance with state and federal guidelines The old appliances removed from customer's homes are rendered useless and are specifically decommissioned to ensure they do not reach a secondary resale market at any point in time I do understand that after the fact of discovering that the new appliance won't be installed, by default the customer expects their old unit to be returned and re-installed, however as I explained, we are not able to do thisThe only last line of defense to possibly avoid this scenario from occurring would be for the installation team to have the forethought to pre-measure and verify the appliance will fit I am unable to verify if the customer has ordered the correct range that will fit within the parameters of their kitchen I certainly do apologize for how this delivery transpired and that the customers expectations were not met due to the range not fitting We deliver to approximately 7,customers per month, and have a very good record of doing whatever we can to ensure that the delivery process goes as smoothly as possible for every customer given the procedures we are held to stand by
During the initial installation the installer attempted to help the customer to keep the range in his home until a replacement could be ordered so he would not be without one for several days over the Christmas holidaysThe customer's interpretation of this and view that this was somehow underhanded or unethical is inaccurateIn regard to [redacted] ( [redacted] for Premier Product Mgmt.) implying he was an insurance adjuster or the installer...his name is on the denial letter sent from the company and he would not benefit from presenting himself from either of these positionsHe has worked for me for more than ten years and I have never seen him misrepresent himself in this manner or any other.I've attached a photo of the damage to the consumer's floorIt is entirely inconsistent with any damage that would have been done resulting from placing a range down on the floorIt does, however, strongly resemble damage caused by dropping a can of canned food on the floor leaving a semi-circular impressionWe see this type of pre-existing damage frequently when going to complete installations in customer homes and it is very commonIf the damage were somewhere near where the range was installed and not in the middle of the room AND was consistent with that of pushing a range across or dropping on the floor leaving a scrape mark in the same shape as the feet on the range then we would not have denied this claimHowever, neither of these conditions have been met during our site inspection so we must deny this customer's claim.We have submitted this claim back to [redacted] Insurance (independent third-party) and based on the photographs provided they have upheld our denialThis customer may bypass us and work directly with the individual at [redacted] Insurance if they disagree with our assessment of this claim[redacted] Premier Product Management, Inc
Good Morning, I did not receive the 1st notice regarding this claim, also I noticed that the address listed for Premier Product Management is not correctWe relocated in Feb to [redacted] *** I attempted to search for this specific customer based on the phone numbers and address provided, but neither the phone # or address are connected to an order we have in our system Based on the description of the customers experience, this sounds to me like a matter of the team possibly not verifying the measurement of the range opening prior to removing their old unit, although the customer and the Retailer that they purchased the product from should have confirmed the proper measurements prior to purchase It is a long standing policy within the delivery process that the "haul away" or "old appliance" that is removed from the customers home is deemed as garbage once it has been removed from the home These units are brought back to our warehouse and picked up the following day by a certified appliance recycler and disposed of in accordance with state and federal guidelines The old appliances removed from customer's homes are rendered useless and are specifically decommissioned to ensure they do not reach a secondary resale market at any point in time I do understand that after the fact of discovering that the new appliance won't be installed, by default the customer expects their old unit to be returned and re-installed, however as I explained, we are not able to do thisThe only last line of defense to possibly avoid this scenario from occurring would be for the installation team to have the forethought to pre-measure and verify the appliance will fit I am unable to verify if the customer has ordered the correct range that will fit within the parameters of their kitchen I certainly do apologize for how this delivery transpired and that the customers expectations were not met due to the range not fitting We deliver to approximately 7,customers per month, and have a very good record of doing whatever we can to ensure that the delivery process goes as smoothly as possible for every customer given the procedures we are held to stand by
During the initial installation the installer attempted to help the customer to keep the range in his home until a replacement could be ordered so he would not be without one for several days over the Christmas holidaysThe customer's interpretation of this and view that this was somehow underhanded or unethical is inaccurateIn regard to [redacted] ( [redacted] for Premier Product Mgmt.) implying he was an insurance adjuster or the installer...his name is on the denial letter sent from the company and he would not benefit from presenting himself from either of these positionsHe has worked for me for more than ten years and I have never seen him misrepresent himself in this manner or any other.I've attached a photo of the damage to the consumer's floorIt is entirely inconsistent with any damage that would have been done resulting from placing a range down on the floorIt does, however, strongly resemble damage caused by dropping a can of canned food on the floor leaving a semi-circular impressionWe see this type of pre-existing damage frequently when going to complete installations in customer homes and it is very commonIf the damage were somewhere near where the range was installed and not in the middle of the room AND was consistent with that of pushing a range across or dropping on the floor leaving a scrape mark in the same shape as the feet on the range then we would not have denied this claimHowever, neither of these conditions have been met during our site inspection so we must deny this customer's claim.We have submitted this claim back to [redacted] Insurance (independent third-party) and based on the photographs provided they have upheld our denialThis customer may bypass us and work directly with the individual at [redacted] Insurance if they disagree with our assessment of this claim[redacted] Premier Product Management, Inc