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. As long as they do actually show up. They were suppose to show up Monday and didn't. Steve, from RC Wiley's, did reach out to me today and said that they would be here Thursday morning. We will see.
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:The business sold me a product that had known severe defectsThe manufacturer refuses to replace the productThe business is obligated to honor its merchantability warranty by refunding my purchase
Sincerely,
*** *** ***
The customer has been kept in the loop at each change in dates by the salespersonWe understand her frustration but we are equally frustrated with manufacturer changes that we get blamed forWe have worked through the special order department today and have come up with the solution of bringing
the fridge into this warehouse by next week at which time we will schedule it with an installation company to get it to the customer ASAP
Complaint: ***
I am rejecting this response because: I still have not been contacted to have my floor repaired On Friday July 28, someone named Katie left a voicemail saying their floor installer would contact me on Monday, and that she would definitely follow up with me on Monday It is now Wednesday, no one has contacted me The customer service completely ended once I paid for my purchase I can not believe I'm being forced to live with a broken floor that is becoming more damaged, while people say they will call and never do
Sincerely,
*** ***
I have been asked to respond to our customers' complaint.As I read through our customers' complaint, I have identified four separate issues They are, questions regarding a payment that was made on the RC Willey web site, a phone confrontation with a representative at RC Willey Financial
Services which resulted in name calling and threats, a refund from a deposit made on a cancelled flooring order, and the closing of the RC Willey Account. I will address each issue separately from RC Willey's perspective.Our customer did make a $*** payment on-line on 8/04/ The account balance prior to the payment was $*** of which $*** was on a month- interest deferred finance plan and which was due in full by 8/05/in order to avoid the addition of accrued interest on that balance The remaining $*** was the remaining balance of a mattress purchase from October 2014, ongoing periodic interest and fees, and a March 5th on-line payment which was returned unpaid by our customers' bank on March 12th and was placed on the accounts' regular revolving finance plan I cannot determine where our customer saw a $*** on-line amount when he attempted his $*** payment Regardless, his payment was made and his account remained current. Next the phone confrontation occurred on 8/05/when our customer says he called to verify the amount and receipt of his payment the day before During the call, when our customer wasn't satisfied with the responses of the initial billing representative, he was transferred to the supervisor who verified the previous day's payment and in looking at the remaining revolving balance mentioned the returned payment (or returned check as she referred to it) from March Our customer, as he states in his complaint, issued threats regarding postings to social media because of his treatment, used a string of abusive names directed toward the supervisor and hung up Anything further regarding this exchange would be hearsay. The refund I believe our customer is referring to is the required deposit on special order floor tile which he subsequently cancelled in July The store maintained $of that deposit as a non-refundable restock fee because of the nature of the special order The store then transferred the remaining $*** of the deposit to the balance on the regular revolving plan reducing it by that amount If our customer would like that $*** allowable portion of his deposit refunded to him, we would be happy to do so.Finally, our customers alleges that it was the confrontation with the supervisor whom he spoke with previously who closed his account That is not the case In fact, the account is not closed, only suspended from being added to until the specific credit issues as indicated in the letter presented to him are resolved The account was originally opened and the credit line established based on our customers' credit record at that time and the perceived risk to RC Willey based on that record When our customer asked to have his partner added to his account, a new credit report was requested as allowed in our security agreement The resulting report showed numerous unresolved credit issues which in turn increases the account risk to RC Willey Because of the evident increased risk, the account was suspended and our customer was provided with an adverse action letter (which he acknowledges receiving) as required by law identifying the issues and what he needed to do to resolve them At no time was the previously mentioned supervisor a part of that decision.Conclusion: If our customer would like the $*** portion of his original tile deposit refunded, we can certainly do that at his request I see no reason for an apology from the company president and none is forthcoming Finally an RC Willey associate's employment status is an internal issue and is not subject to the demands of our customers.
Complaint: ***
I am rejecting this response because:I have contacted my insurance company and provided all information to RCWilley (07/19)RCWilley has not yet closed on this claim.Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
Again The boards are not glued to the padding or the sub-floorThe board that Jason saw a glue spill on a board that happens to be glued to the board next to it as it was a stopping pointWe were trying to figure out the difficult angle of the turn into the garage closet (as mentioned to Jason then he was here)When Jason was here I showed him that that board lifts upYou can see in the attached pictures that those boards separates from the boards next to themI felt under the board when Jason was here and he refused to, the glue does not extend under that board. This type of flooring is something that I should be able to take out and replace a few boards with easeBecause of the bad installation directions given by Danny we were told to glue the boards togetherNow no matter what has made these particular boards defect, they are not replaceable without replacing the entire row.A huge benefit of laminate is that you can replace damaged flooring with little costI have lost that value on multiple fronts; one because RcWilley no longer carries this brand and two because in order to remove damaged boards I have to damage good boards. I would not be able to replace individual boards if the flooring were to get damaged in another spot down the road as the boards are glued into columns on the short end and the entire column of flooring would need to be replaced.This is not flooring that I have gotten half the use of its life out of, a store credit of half my money back is not going to make it possible to replace the flooringThis is a This is flooring that I have had less than one year and it is defectiveFurthermore, It is flooring that I cannot replace the defective pieces of as Rc Willey no longer carries the product, and it would cause me to damage many additional boards to pull these pieces up if I were to buy this flooring from another retailer. The least Rc Willey could do is Fully refund me the amount I paid for the flooring. It would be nice if they would also take the time to find me a similar hand scraped 12mm laminate or wood floor for the same price per sq ftHowever at this point I am not positive I would be willing to purchase flooring again from them. Again this is not an error on my part this is how we were told to install the flooring by Danny, this is an error on behalf of the storeIf the error were mine, it would be very generous for the store to offer half of my money as a store credit, in hopes that I would buy more flooring from them. As it stands, I still have to remove this floor, install the new floor, and to to replace the flooring they told me to install wrongThe least they could do is refund the cost of the flooring THEY told me to install wrong. Just as a reminder the installation on this floor was Late September I got less than months out of the floor. If this is unacceptable, I would appreciate being able to meet with either the store manager or the VP of customer service as I feel the situation is still be misrepresented by Jason.
Sincerely,
Michelle B***
Hello,I'm replying concerning case # *** for Mr*** ***The floor Mr*** referenced in his complaint was purchased from us at the Summerlin RC Willey over years agoWe had never heard anything at all about this flooring until earlier this month when Mr*** called about
not being able to remove his dishwasher that needed to be repairedWe sent our Flooring Installation Manager, Bill, to take a look at the situationBill verified that the tile was indeed installed to code the same way we do other installations, in a typical concrete on grade mannerPerhaps the dishwasher cannot be removed due to a different obstruction that would be blocking the opening in his cabinets? The tile flooring isn't the issue.The options we made to Mr*** once he called our store after Bill's visit were the following:A $gift card which he refused$in a check or gift card, whichever Mr*** preferredHe also refused this offer.I authorized these offers because, even though the dishwasher was not purchased from us, the Flooring wasI felt that although the situation was not caused by anything RC Willey did incorrectly, I could understand Mr***'s frustrationThese offers were made not because of any responsibility for causing this situation, rather out of an abundance of customer serviceIf Mr*** is interested in either of these offers, he may choose oneWe do not feel any obligation because we did nothing wrongWe were, and are, trying to offer help to a customer in need.Yours sincerely,Jeff G***General ManagerRC Willey-Summerlin
I spoke with Ms*** this morning and apologized for all the inconvenience we caused her & her sonShe offered some good suggestions on how we can be a better companySome of the ideas I can take care of here at the store the others will be forwarded to the appropriate peopleShe had a
concern about her refund to her credit cardThis was processed yesterday, September 24th, any delays in actually showing on her card will be delays between financial institutions. DeVon G***Manager - RC Willey Draper
Complaint: ***
I am rejecting this response because:I specifically told the sales rep about how thin the kick plate wasIt seemed strange that this was what was offered at the store if we went with woodI told her that when she asked if I wanted the vinyl kick plate installedI also told the installer that I had it in the gara ge if he needed it when he asked if we were going to install it ourselvesHe said it wasn't necessaryAlso, that doesn't account for the fact that one side of the fridge, where the water went under the flooring was over cut by almost a half inch. If he ran out of metal bands why didn't he just go get more? I don't believe that was accurate anyway because it was clearly cut thereThis is all by the entry door by the wayNot professionalYes it was fixed, thank you, but my point is about the entire frustration. There wasn't anything wrong with the valve, it was the seal insideprofessionals told me that those reveal themselves after sitting and the being plugged in, which is why you wait a few minutes before leaving itHe plugged it in and immediately pushed it into placeYou are right, you did have someone cime out, during those dates, none but the one in June, however did your inspector EVER look anywhere near my fridgeHe was in and outHe was ticked that my insurance adjuster, plumber, and contractor all stated that this had been leaking since installation from the pipe, wall, and floor evidenceBy the way, the carpet was soaked, but in the area right behind the frigerator wallThe pipe didn't burst, it was a slow leakI still have the pipe
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: I want them to credit the amount and as you can see Revdex.com they could careless not only was I warning them I would file a complaint I will go full out I have one negative hing from Conn's plus so for them to say multiple things is defamation of character and I will continue the case in a court of law after the Revdex.com presents my rebuttal I am declining your offer for arbitration as I use to work at your Las Vegas Revdex.com participating in them
Sincerely,
Ryan H***
There was an issues on our website which delayed the promotion from being available to be purchasedOur senior engineer had the issue fixed by 9:so customers could purchase the movie by either going to our website or contacting our online help desk to have them write up an orderI had an order
written up on the customer's account and send him an email confirmation of the order
Because the furniture in years old we are not able to return it for a full refundWe offered a % usage fee to return the furnitureWe are waiting for a response from the customer
The Rocklin Store has spoken with Mr*** We explained we are happy to take the washer back for a full refund This was never a topic of discussion until the receipt of this correspondence RC Willey will pick up the washer the next time we are in the Antioch area or Mr***
indicated he may decide to return it himself.Tammy C***
We are in the process of investigating this claim, we do not believe our employee or our product caused the scratches. We are meeting with the technicians that were out in the customers home to access the situation pertaining to any problems with the fridge prior to when our first technician
applied the protective coating
We have reviewed the account and exchanged out the fridge for the customerThe parts are still showing on back order from the servicerThe servicer has failed to keep us in the loopCustomer was satisfied with the resolution
Contact was made with the customer on 11/15/As we understand a resolution for repair to the damaged banister and wall has been agreed upon
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. As long as they do actually show up. They were suppose to show up Monday and didn't. Steve, from RC Wiley's, did reach out to me today and said that they would be here Thursday morning. We will see.
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:The business sold me a product that had known severe defectsThe manufacturer refuses to replace the productThe business is obligated to honor its merchantability warranty by refunding my purchase
Sincerely,
*** *** ***
Rcwilley will be exchanging the set for this customer
The customer has been kept in the loop at each change in dates by the salespersonWe understand her frustration but we are equally frustrated with manufacturer changes that we get blamed forWe have worked through the special order department today and have come up with the solution of bringing
the fridge into this warehouse by next week at which time we will schedule it with an installation company to get it to the customer ASAP
Complaint: ***
I am rejecting this response because: I still have not been contacted to have my floor repaired On Friday July 28, someone named Katie left a voicemail saying their floor installer would contact me on Monday, and that she would definitely follow up with me on Monday It is now Wednesday, no one has contacted me The customer service completely ended once I paid for my purchase I can not believe I'm being forced to live with a broken floor that is becoming more damaged, while people say they will call and never do
Sincerely,
*** ***
I have been asked to respond to our customers' complaint.As I read through our customers' complaint, I have identified four separate issues They are, questions regarding a payment that was made on the RC Willey web site, a phone confrontation with a representative at RC Willey Financial
Services which resulted in name calling and threats, a refund from a deposit made on a cancelled flooring order, and the closing of the RC Willey Account. I will address each issue separately from RC Willey's perspective.Our customer did make a $*** payment on-line on 8/04/ The account balance prior to the payment was $*** of which $*** was on a month- interest deferred finance plan and which was due in full by 8/05/in order to avoid the addition of accrued interest on that balance The remaining $*** was the remaining balance of a mattress purchase from October 2014, ongoing periodic interest and fees, and a March 5th on-line payment which was returned unpaid by our customers' bank on March 12th and was placed on the accounts' regular revolving finance plan I cannot determine where our customer saw a $*** on-line amount when he attempted his $*** payment Regardless, his payment was made and his account remained current. Next the phone confrontation occurred on 8/05/when our customer says he called to verify the amount and receipt of his payment the day before During the call, when our customer wasn't satisfied with the responses of the initial billing representative, he was transferred to the supervisor who verified the previous day's payment and in looking at the remaining revolving balance mentioned the returned payment (or returned check as she referred to it) from March Our customer, as he states in his complaint, issued threats regarding postings to social media because of his treatment, used a string of abusive names directed toward the supervisor and hung up Anything further regarding this exchange would be hearsay. The refund I believe our customer is referring to is the required deposit on special order floor tile which he subsequently cancelled in July The store maintained $of that deposit as a non-refundable restock fee because of the nature of the special order The store then transferred the remaining $*** of the deposit to the balance on the regular revolving plan reducing it by that amount If our customer would like that $*** allowable portion of his deposit refunded to him, we would be happy to do so.Finally, our customers alleges that it was the confrontation with the supervisor whom he spoke with previously who closed his account That is not the case In fact, the account is not closed, only suspended from being added to until the specific credit issues as indicated in the letter presented to him are resolved The account was originally opened and the credit line established based on our customers' credit record at that time and the perceived risk to RC Willey based on that record When our customer asked to have his partner added to his account, a new credit report was requested as allowed in our security agreement The resulting report showed numerous unresolved credit issues which in turn increases the account risk to RC Willey Because of the evident increased risk, the account was suspended and our customer was provided with an adverse action letter (which he acknowledges receiving) as required by law identifying the issues and what he needed to do to resolve them At no time was the previously mentioned supervisor a part of that decision.Conclusion: If our customer would like the $*** portion of his original tile deposit refunded, we can certainly do that at his request I see no reason for an apology from the company president and none is forthcoming Finally an RC Willey associate's employment status is an internal issue and is not subject to the demands of our customers.
Complaint: ***
I am rejecting this response because:I have contacted my insurance company and provided all information to RCWilley (07/19)RCWilley has not yet closed on this claim.Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
Again The boards are not glued to the padding or the sub-floorThe board that Jason saw a glue spill on a board that happens to be glued to the board next to it as it was a stopping pointWe were trying to figure out the difficult angle of the turn into the garage closet (as mentioned to Jason then he was here)When Jason was here I showed him that that board lifts upYou can see in the attached pictures that those boards separates from the boards next to themI felt under the board when Jason was here and he refused to, the glue does not extend under that board. This type of flooring is something that I should be able to take out and replace a few boards with easeBecause of the bad installation directions given by Danny we were told to glue the boards togetherNow no matter what has made these particular boards defect, they are not replaceable without replacing the entire row.A huge benefit of laminate is that you can replace damaged flooring with little costI have lost that value on multiple fronts; one because RcWilley no longer carries this brand and two because in order to remove damaged boards I have to damage good boards. I would not be able to replace individual boards if the flooring were to get damaged in another spot down the road as the boards are glued into columns on the short end and the entire column of flooring would need to be replaced.This is not flooring that I have gotten half the use of its life out of, a store credit of half my money back is not going to make it possible to replace the flooringThis is a This is flooring that I have had less than one year and it is defectiveFurthermore, It is flooring that I cannot replace the defective pieces of as Rc Willey no longer carries the product, and it would cause me to damage many additional boards to pull these pieces up if I were to buy this flooring from another retailer. The least Rc Willey could do is Fully refund me the amount I paid for the flooring. It would be nice if they would also take the time to find me a similar hand scraped 12mm laminate or wood floor for the same price per sq ftHowever at this point I am not positive I would be willing to purchase flooring again from them. Again this is not an error on my part this is how we were told to install the flooring by Danny, this is an error on behalf of the storeIf the error were mine, it would be very generous for the store to offer half of my money as a store credit, in hopes that I would buy more flooring from them. As it stands, I still have to remove this floor, install the new floor, and to to replace the flooring they told me to install wrongThe least they could do is refund the cost of the flooring THEY told me to install wrong. Just as a reminder the installation on this floor was Late September I got less than months out of the floor. If this is unacceptable, I would appreciate being able to meet with either the store manager or the VP of customer service as I feel the situation is still be misrepresented by Jason.
Sincerely,
Michelle B***
We have spoken to the customer and are working on a resolution
Hello,I'm replying concerning case # *** for Mr*** ***The floor Mr*** referenced in his complaint was purchased from us at the Summerlin RC Willey over years agoWe had never heard anything at all about this flooring until earlier this month when Mr*** called about
not being able to remove his dishwasher that needed to be repairedWe sent our Flooring Installation Manager, Bill, to take a look at the situationBill verified that the tile was indeed installed to code the same way we do other installations, in a typical concrete on grade mannerPerhaps the dishwasher cannot be removed due to a different obstruction that would be blocking the opening in his cabinets? The tile flooring isn't the issue.The options we made to Mr*** once he called our store after Bill's visit were the following:A $gift card which he refused$in a check or gift card, whichever Mr*** preferredHe also refused this offer.I authorized these offers because, even though the dishwasher was not purchased from us, the Flooring wasI felt that although the situation was not caused by anything RC Willey did incorrectly, I could understand Mr***'s frustrationThese offers were made not because of any responsibility for causing this situation, rather out of an abundance of customer serviceIf Mr*** is interested in either of these offers, he may choose oneWe do not feel any obligation because we did nothing wrongWe were, and are, trying to offer help to a customer in need.Yours sincerely,Jeff G***General ManagerRC Willey-Summerlin
I spoke with Ms*** this morning and apologized for all the inconvenience we caused her & her sonShe offered some good suggestions on how we can be a better companySome of the ideas I can take care of here at the store the others will be forwarded to the appropriate peopleShe had a
concern about her refund to her credit cardThis was processed yesterday, September 24th, any delays in actually showing on her card will be delays between financial institutions. DeVon G***Manager - RC Willey Draper
Complaint: ***
I am rejecting this response because:I specifically told the sales rep about how thin the kick plate wasIt seemed strange that this was what was offered at the store if we went with woodI told her that when she asked if I wanted the vinyl kick plate installedI also told the installer that I had it in the gara ge if he needed it when he asked if we were going to install it ourselvesHe said it wasn't necessaryAlso, that doesn't account for the fact that one side of the fridge, where the water went under the flooring was over cut by almost a half inch. If he ran out of metal bands why didn't he just go get more? I don't believe that was accurate anyway because it was clearly cut thereThis is all by the entry door by the wayNot professionalYes it was fixed, thank you, but my point is about the entire frustration. There wasn't anything wrong with the valve, it was the seal insideprofessionals told me that those reveal themselves after sitting and the being plugged in, which is why you wait a few minutes before leaving itHe plugged it in and immediately pushed it into placeYou are right, you did have someone cime out, during those dates, none but the one in June, however did your inspector EVER look anywhere near my fridgeHe was in and outHe was ticked that my insurance adjuster, plumber, and contractor all stated that this had been leaking since installation from the pipe, wall, and floor evidenceBy the way, the carpet was soaked, but in the area right behind the frigerator wallThe pipe didn't burst, it was a slow leakI still have the pipe
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: I want them to credit the amount and as you can see Revdex.com they could careless not only was I warning them I would file a complaint I will go full out I have one negative hing from Conn's plus so for them to say multiple things is defamation of character and I will continue the case in a court of law after the Revdex.com presents my rebuttal I am declining your offer for arbitration as I use to work at your Las Vegas Revdex.com participating in them
Sincerely,
Ryan H***
There was an issues on our website which delayed the promotion from being available to be purchasedOur senior engineer had the issue fixed by 9:so customers could purchase the movie by either going to our website or contacting our online help desk to have them write up an orderI had an order
written up on the customer's account and send him an email confirmation of the order
Because the furniture in years old we are not able to return it for a full refundWe offered a % usage fee to return the furnitureWe are waiting for a response from the customer
The Rocklin Store has spoken with Mr*** We explained we are happy to take the washer back for a full refund This was never a topic of discussion until the receipt of this correspondence RC Willey will pick up the washer the next time we are in the Antioch area or Mr***
indicated he may decide to return it himself.Tammy C***
We spoke to the customer this morning and are exchanging the merchandiseCustomer is satisfied
We are in the process of investigating this claim, we do not believe our employee or our product caused the scratches. We are meeting with the technicians that were out in the customers home to access the situation pertaining to any problems with the fridge prior to when our first technician
applied the protective coating
We have reviewed the account and exchanged out the fridge for the customerThe parts are still showing on back order from the servicerThe servicer has failed to keep us in the loopCustomer was satisfied with the resolution