R & B Billing

We do not have a Store Manager/Trainer so we do not know who the customer talked to but we have never trained or instructed our staff to not sell this machineWe sold over of this model in and have had few problems or complaintsThis does not include literally hundreds of similar models sold during the same ***eWe feel that our day exchange policy is extremely liberal and that people should be able to determine if a machine is not going to work for them in this ***e periodDue to the low water usage in High Efficiency machines, they do not remove lint as well as the older high water usage ones.We offered to sell the customer a different model at a wholesale price and then they could sell the one they don't likeAs the machine is still under manufacturer's warranty, we have encouged the customer to work with them to see if there is a mechanical issue with their unit

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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.]they have consistently lied to me [redacted] had the nerve to say that your complaint was the 1st he was hearing of it I refreshed his memory He proceeded to have excuse after excuse We will accept the freezer door replacement, We will not accept their treatment of us I would prefer my complaint & bad review for service stay open, so that others may be made aware Regards, [redacted]

We are still willing to honor the price but the washer is still not available to usWe have kept the sale open at the sale price and will honor it if and when they model is open for us to buy from our LG distributorThe distributor has indicated that the model in white will be in stock by the end of September but they have no information as to when or if the red version will be open to buyIf the red model comes in we will contact the customer

The employee named is not a manager or a trainerHe is one of the the sales staffHe has said that he did not tell the customer that the machines didn't clean well but that high efficiency machines do not remove lint like the old high water usage onesOur exchange policy is one of the most liberal in the industry and after that period the manufacturer's warranty is in effectWe have had customers get good response form Maytag in the past and still encourage the customer to contact them

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending
it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me We are working out he details for replacing the damaged panel So final satisfaction of the issue is to be determined
Regards,
James ***

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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]they have consistently lied to me *** had the nerve to say that your complaint was the 1st he was hearing of it I refreshed his memory. He proceeded to have excuse after excuse We will accept the freezer door replacement, We will not accept their treatment of us I would prefer my complaint & bad review for service stay open, so that others may be made aware
Regards,
*** ***

The salesman at Brothers Main, *** ***, told me that they WOULD NOT HONOR the price they sold it to me for At the ***e he told me this the washer was available on their website After I put a comment on Facebook Brothers Main thanked me for pointing that out and took the washer off the website. BBrothers Main claim they price match" I paid for the washer/dryer and warranty on both days later they claim they can't match the price This is advertising and/or an attempt to bait and switch. II justwant the washer and dryer I paid for

The freezer door for the customer was received by usOur records mistakenly indicated that the customer was informed of it and we were waiting for him to contact us for installationWe have contacted the customer and scheduled installation of the door

We do not have a Store Manager/Trainer so we do not know who the customer talked to but we have never trained or instructed our staff to not sell this machineWe sold over of this model in and have had few problems or complaintsThis does not include literally hundreds of similar
models sold during the same ***eWe feel that our day exchange policy is extremely liberal and that people should be able to determine if a machine is not going to work for them in this ***e periodDue to the low water usage in High Efficiency machines, they do not remove lint as well as the older high water usage ones.We offered to sell the customer a different model at a wholesale price and then they could sell the one they don't likeAs the machine is still under manufacturer's warranty, we have encouged the customer to work with them to see if there is a mechanical issue with their unit

The customer's dishwasher was installed by a third partyWe have a number of installers for whom we do referralsThey are independent contractors and we assume no liability for their workOur customers are free to use them or have someone else do the installationI contacted the installers and
because the installation was nearly a year earlier, they did not feel they were responsible at this later dateI contacted the customer and advised him that he needed to make a claim through his homeowners insurance so they could investigate and determine if there was liability for the leakWhile we were the retailer, we can not take responsibility for installations that were not done by us

I have made sure that the refund has been processed and will contact the customer with further options to repair or replace the stove panel

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
Mr***’s response is not accurate. I spoke to his Store Manager (*** *** - who’s name I didn’t include in the complaint because the Revdex.com instructions say not to identify anyone directly (except the sales person)) who said “I’m the store manager and trainer and I train my sales staff not to sell that machine.” That is a direct quote. They knowingly sold me a machine that does not get clothes clean. Their day policy is not adequate, because it takes this machine months to develop the issue we reportedAlso, to Mr***’s claim that I should take this up with the manufacturer: I didn’t buy this machine from Maytag, I bought it from the Brothers Main, and I did so because I like to support local businesses and I felt confident doing so because the Brothers Main is a Revdex.com member and displays the Revdex.com logo on their websiteSo - Revdex.com - do your job and get your member to settle this complaint in a reasonable way I don’t see how you can let Brothers Main continue to display the Revdex.com logo on their web site if this is the way they treat their customers. In this case, this is not “better business."
Regards,
*** ***

The product ordered by the customer was advertised on JCPenney's web siteAs is our policy our salesman offered to meet the price and wrote the sale as a Special Order as it was not a washer we stockedThe price issue arose because Penney's retracted the price and did not offer it at the lower
priceNone the less we were willing to honor the original price but we found we can not get the model through our LG distributionIt is only being offered to a couple of national accountsWe have refunded the customer's money but kept the sale openIf, at a later date, the washer becomes available to us, we will honor the sale price

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.
It simply is not true that NSI does not offer extended warranties. I received a bill for an extension on my washing machine warranty today. I think Brothers Main should pay for the warranty for 60 months beginning when they activated my account in december 2013. This seems fair to me, because I paid for 60 months of warranty. It also seems fair to me because I was unable to receive service in 2012, when I first needed it, and have been surprised by the need for 2 additional servicings (currently the main electronics panel is scheduled to be replaced tomorrow), and I still suspect chronic damage to my washer from the 2012 unserviced problem. I am not satisfied with "can't", particularly when I recieved a bill for hat they tell me isn't available!
Regards,
[redacted]

NSI does not give us any option to extend past the five year mark. The reason that warranties are not registered at time of sale is that they want us to supply the serial number of the unit that is delivered and that the warranty would then start at time of sale not at the time of delivery which in some cases could be several months after the sale date.

The warranty should have been entered as soon as the customer has the product but, mistakenly, was not. We are not sure why the issue was not resolved in 2012 but when it came up in 2013, we contacted NSI (the warranty provider) and got the warranty instated. The NSI process in these cases is to...

enact the warranty from the original start date until the original end date. They do not give us an option to extend the policy past the initial 5 year date.

The employee named is not a manager or a trainer. He is one of the the sales staff. He has said that he did not tell the customer that the machines didn't clean well but that high efficiency machines do not remove lint like the old high water usage ones. Our exchange policy is one of the most liberal in the industry and after that period the manufacturer's warranty is in effect. We have had customers get good response form Maytag in the past and still encourage the customer to contact them.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

We are still willing to honor the price but the washer is still not available to us. We have kept the sale open at the sale price and will honor it if and when they model is open for us to buy from our LG distributor. The distributor has indicated that the model in white will be in stock by the end of September but they have no information as to when or if the red version will be open to buy. If the red model comes in we will contact the customer.