We appreciate the photos Mr*** sent over as well as his clarification that the tight fit dryer kit was not usedWe have taken some time to review his statement as well as the photosWe believe this information further supports the drivers statement that he had to climb over the dryer in order to complete the installationIn our previous statement we did not state that the driver said the tight fit dryer kit was used only that it was noted in the ticket that one should be usedMr***’s clarification of the fact that it was not used and the photos of how the dryer vent was installed supports the drivers statement that he had to go over the top of the dryer multiple times to hook it upIf the driver did not move the washer as he states then the only way to be able to hook up this dryer vent connection would have been to go over the top of it as was statedThe photos clearly show that with the washer in place there would be no way for the driver to go at the connection from the side of the washer and similar to how Mr*** took the photo of the dryer vent, the delivery driver would have had to climb on top of the dryer in order to finish hooking it upBecause of our drivers failure to use the product that was specifically requested on Mr***'s order we would like to reimburse him for the dryer kit and the delivery fee he was chargedThis offer does not in anyway reflect acceptance of this claim and RC Willey will continue to stand by it's denial, however we do want to do what is right with regards to the product that was used in Mr***'s homeTherefore, RC Willey is reimbursing for the incorrect product that was usedThe amount totals $plus taxA credit memo will be written on Mr***'s account and he can have the money placed back on his ATM at his convenienceHe will just need to contact our customer service departmentAgain, as was stated, our claims department continues to stand by it's denial of this claimWe appreciate your time
Complaint: ***
I am rejecting this response because:First, as I said before the dishwasher was installed prior to the flooringIf it were done to code then my dishwasher would be able to be removed considering no other factor has changed (counter/dishwasher) since thenHow do you think they put it in the first time? You can't put it in and not take it out, impossibleOh and by the way, I found my receipt for the dishwasher, I paid cash for it from you guys in 2013.Second, the $was not specified as a check back to me otherwise I would've considered accepting and hiring elsewhere to get it doneI did not decline the offer, it was never explainedI was told about a $credit towards the purchase of getting tile replaced through RC Willey, which I rejected.So to wrap this up, if your offer back is a $check (not gift card or store credit) then I will accept your offer for $and get it fixed myself
Sincerely,
*** ***
The sales order as written clearly states that the dishwasher is self installWe matched a price from Home Depot of $278, a price that also does not include installationWe have refunded the delivery fee as well as a price accommodation for a refund of $Our sales manager spoke with the
customer yesterday and reports that this is acceptableIf now it is not acceptable, we certainly are willing to take back all or part of the order for 100% refundWe could pick up the merchandise the next time we have a truck in that areaOne call to the store or our service center and arrangements will be made to take the goods back
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
Sincerely,
*** ***
Home builders routinely work out agreements with their customers to purchase appliances and other items for their new homeThe builder then rolls the costs into the overall price of the home while securing valuable discounts from retailers for their customersWe contacted this customer's builder
and verified that unfortunately his agreement with them does not include any credit toward a refrigeratorThe customer will need to pay the full cost of the refrigerator as per his agreement with his contractorThe customer will however still enjoy the $discount that we offered him due to the agreement we have with his builderThe discounted price is $2,182.Thank you for your attention in this important matter.Larry S*RC Willey - Orem General Manager
We regret that we received incorrect merchandise to deliver to Mr*** in a timely manner The safe was reordered, and in fairness, was received in our Salt Lake City warehouse on February at 12:pm Mr*** would have been contacted within hours had he not called
in within that same time frame.We will credit his account for the $requested (instead of the $100) as well as the delivery fee Calls have been placed to 916-449-and 916-392-to discuss this matter Messages have been left on both numbers.Mr*** is scheduled for delivery tomorrow, February 28. Tammy C***General ManagerRC Willey Rocklin
After talking to Mr ***, we have refunded to his account the amount of the gift card $143.40. He has agreed to this and understands the gift card would then be cancelled
Our customer is correct in that once the Chapbankruptcy has discharged, the balance is removed RC Willey strives to accurately report the disposition of all accounts regardless aof bankruptcy Upon notification of the original complaint via ACDV (automated consumer data
verification) from our customer on 3/19/17, we reviewed and updated the Universal Data form which provides to the creditor, the current reporting status of their account, in order to make any needed corrections According to the Universal Data form, the reported balance was already $0.00, and coded as "completed." RC Willey verified the balance as reported ($0.00) and dates of account info, date closed, date of last payment, and date of first delinquency There is no indication of any new bankruptcy being filed or any 3/08/date showing on the data form.Upon receipt of the Revdex.com complaint on 4/11/a second Universal Data form was requested, reviewed and re-submitted with the exact same information As far as we can tell, the account is reporting accurately, $balance, completed through ChapBankruptcy, and original file date of 4/23/
Complaint: ***
I am rejecting this response because: The warranty states: "Maytag...will pay for factory specified parts and repair labor to correct defects in materials or workmanship." The original problem which occurred during the warranty period was never fully correctedRC Willey willingly sold a defective product and has a responsibility to the customer to work with Maytag to correct the problem or replace the dishwasher
Sincerely,
*** *** ***
Mr***'s furniture is currently in a condition which RC Willey believes to be a health issueWe will not require any of our associates to touch or repair the furniture, whether it be in the customer's home, or in our repair shopWe have explained to Mr*** that he must have the furniture
professionally cleaned before we will pick it up and bring it into our shopAfter reviewing the photos of the furniture and speaking with the service technician that visited Mr***'s home, I have made the decision that we will not be able to service his merchandise even if he pays to have it professionally cleanedThe furniture was purchased in 2012, and has been well-used, but extremely neglectedUnfortunately we will not be able to do anything for Mr*** If you would like to view the photos taken by our service technician I would be happy to send them to you If the Revdex.com or Mr*** would like to contact me directly, I can be reached Monday - Friday from 7am - 4pm at ###-###-####.Thank youChad J***Corporate service center manager
To whom it may concern,Called Mrs*** and apologized for the problems and failed follow up that she receivedWe have scheduled a redelivery of all of her items on 1/9/Also gave her my direct number if she has any more problems. Kelly G***NDC Operation Manager
We sincerely apologize for any delay that may have occurred on the follow up of Mr***'s claimOur claims department just recently changed over to a new phone system which was why the voicemail didn't indicate that it was RC WilleyWe were aware of the issue and it has been resolvedA claim
has been established and our claims examiner did attempt to contact Mr*** on Friday 7/28/and left a voicemailWe have also contacted our flooring professional and left them a message to call and schedule an appointment to go out and evaluate the damage and determine the best course of action for repairWe will follow up again with both Mr*** and the flooring professional to make sure that this appointment gets scheduled and we can get moving forward on resolving Mr***'s damaged floor as soon as possible
RC Willey picked up the loveseat from the *** and repaired the damaged area This has been returned to the *** on 7/ The customer is satisfied.Tammy C***
We had to order the parts to repair the piece directly from the manufacturerOn 8/19/we received an email from the factory that the parts were being shipped to us via UPS with an expected delivery date of 8/26/We did receive the parts on 8/26/ We have spoken to MrK*** and
explained to him that the parts arrivedWe are picking up his sofa on 9/3/to bring into our repair shop to be fixed, he is also receiving a loaner sofa to use while his is being repaired
After review of the service report and the third party adjusters report it was determined that this claim be denied and customer referred to their homeowners insurance.The customer was sent a response via email 9-19-
To address the concerns: Vinyl cut short from toekicks and metal banding problem. These items were addressed, corrected and the customer signed off as completed Water damage The customer has stated the seal inside the valve failed. This is an unfortunate situation for all parties involved and really is no fault of anyone. With the water leaking in and under the walls floor damage is going to occurThis is simply a seal inside a valve that has failed causing a leak to occurAfter the fridge was reconnected the valve was turned back on 03/24/No leaks were apparent at that timeAn inspection was done at the jobsite on 04/11/to determine the repairs needed and no leaks or water were present at that timeThe installer went back on 04/20/to do the repairs the customer requested and no leaks or water were apparent at that timeThe carpet was originally wet 06/01/and just days later the floor was completely soakedThe valve probably started leaking close to the June 1st dateIf it had been leaking since 03/24/when the floor was initially installed the water would have been apparent much soonerThe last inspection was done 09/12/and the vinyl subfloor was swollen under the fridge and will have to be replacedThe carpet looked to be in good condition. The installers insurance company as well as the consumers insurance company have both denied any claim.We would like to be as empathetic as possible and are very sorry with the magnitude of the damages and although this is no fault of any party involved this is the final Decision from RC Willey. RC Willey is willing to work with the customer to replace the damaged kitchen flooring and any damaged carpet to help with this unfortunate situation
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
Sincerely,
*** ***
The customer has never had a tech come look at the sectionalI have been in contact with them and set up an appointment to have the sectional looked atCustomer is aware we are not covering all the damage but we will see what the tech report says and make decisions at that point
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
Sincerely,
*** *** ***
We appreciate the photos Mr*** sent over as well as his clarification that the tight fit dryer kit was not usedWe have taken some time to review his statement as well as the photosWe believe this information further supports the drivers statement that he had to climb over the dryer in order to complete the installationIn our previous statement we did not state that the driver said the tight fit dryer kit was used only that it was noted in the ticket that one should be usedMr***’s clarification of the fact that it was not used and the photos of how the dryer vent was installed supports the drivers statement that he had to go over the top of the dryer multiple times to hook it upIf the driver did not move the washer as he states then the only way to be able to hook up this dryer vent connection would have been to go over the top of it as was statedThe photos clearly show that with the washer in place there would be no way for the driver to go at the connection from the side of the washer and similar to how Mr*** took the photo of the dryer vent, the delivery driver would have had to climb on top of the dryer in order to finish hooking it upBecause of our drivers failure to use the product that was specifically requested on Mr***'s order we would like to reimburse him for the dryer kit and the delivery fee he was chargedThis offer does not in anyway reflect acceptance of this claim and RC Willey will continue to stand by it's denial, however we do want to do what is right with regards to the product that was used in Mr***'s homeTherefore, RC Willey is reimbursing for the incorrect product that was usedThe amount totals $plus taxA credit memo will be written on Mr***'s account and he can have the money placed back on his ATM at his convenienceHe will just need to contact our customer service departmentAgain, as was stated, our claims department continues to stand by it's denial of this claimWe appreciate your time
Complaint: ***
I am rejecting this response because:First, as I said before the dishwasher was installed prior to the flooringIf it were done to code then my dishwasher would be able to be removed considering no other factor has changed (counter/dishwasher) since thenHow do you think they put it in the first time? You can't put it in and not take it out, impossibleOh and by the way, I found my receipt for the dishwasher, I paid cash for it from you guys in 2013.Second, the $was not specified as a check back to me otherwise I would've considered accepting and hiring elsewhere to get it doneI did not decline the offer, it was never explainedI was told about a $credit towards the purchase of getting tile replaced through RC Willey, which I rejected.So to wrap this up, if your offer back is a $check (not gift card or store credit) then I will accept your offer for $and get it fixed myself
Sincerely,
*** ***
The sales order as written clearly states that the dishwasher is self installWe matched a price from Home Depot of $278, a price that also does not include installationWe have refunded the delivery fee as well as a price accommodation for a refund of $Our sales manager spoke with the
customer yesterday and reports that this is acceptableIf now it is not acceptable, we certainly are willing to take back all or part of the order for 100% refundWe could pick up the merchandise the next time we have a truck in that areaOne call to the store or our service center and arrangements will be made to take the goods back
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
Sincerely,
*** ***
Home builders routinely work out agreements with their customers to purchase appliances and other items for their new homeThe builder then rolls the costs into the overall price of the home while securing valuable discounts from retailers for their customersWe contacted this customer's builder
*RC Willey - Orem General Manager
and verified that unfortunately his agreement with them does not include any credit toward a refrigeratorThe customer will need to pay the full cost of the refrigerator as per his agreement with his contractorThe customer will however still enjoy the $discount that we offered him due to the agreement we have with his builderThe discounted price is $2,182.Thank you for your attention in this important matter.Larry S
We regret that we received incorrect merchandise to deliver to Mr*** in a timely manner The safe was reordered, and in fairness, was received in our Salt Lake City warehouse on February at 12:pm Mr*** would have been contacted within hours had he not called
in within that same time frame.We will credit his account for the $requested (instead of the $100) as well as the delivery fee Calls have been placed to 916-449-and 916-392-to discuss this matter Messages have been left on both numbers.Mr*** is scheduled for delivery tomorrow, February 28. Tammy C***General ManagerRC Willey Rocklin
I have left a message for the customer and I have service going to repair the refrigerator
After talking to Mr ***, we have refunded to his account the amount of the gift card $143.40. He has agreed to this and understands the gift card would then be cancelled
Our customer is correct in that once the Chapbankruptcy has discharged, the balance is removed RC Willey strives to accurately report the disposition of all accounts regardless aof bankruptcy Upon notification of the original complaint via ACDV (automated consumer data
verification) from our customer on 3/19/17, we reviewed and updated the Universal Data form which provides to the creditor, the current reporting status of their account, in order to make any needed corrections According to the Universal Data form, the reported balance was already $0.00, and coded as "completed." RC Willey verified the balance as reported ($0.00) and dates of account info, date closed, date of last payment, and date of first delinquency There is no indication of any new bankruptcy being filed or any 3/08/date showing on the data form.Upon receipt of the Revdex.com complaint on 4/11/a second Universal Data form was requested, reviewed and re-submitted with the exact same information As far as we can tell, the account is reporting accurately, $balance, completed through ChapBankruptcy, and original file date of 4/23/
Complaint: ***
I am rejecting this response because: The warranty states: "Maytag...will pay for factory specified parts and repair labor to correct defects in materials or workmanship." The original problem which occurred during the warranty period was never fully correctedRC Willey willingly sold a defective product and has a responsibility to the customer to work with Maytag to correct the problem or replace the dishwasher
Sincerely,
*** *** ***
Mr***'s furniture is currently in a condition which RC Willey believes to be a health issueWe will not require any of our associates to touch or repair the furniture, whether it be in the customer's home, or in our repair shopWe have explained to Mr*** that he must have the furniture
professionally cleaned before we will pick it up and bring it into our shopAfter reviewing the photos of the furniture and speaking with the service technician that visited Mr***'s home, I have made the decision that we will not be able to service his merchandise even if he pays to have it professionally cleanedThe furniture was purchased in 2012, and has been well-used, but extremely neglectedUnfortunately we will not be able to do anything for Mr*** If you would like to view the photos taken by our service technician I would be happy to send them to you If the Revdex.com or Mr*** would like to contact me directly, I can be reached Monday - Friday from 7am - 4pm at ###-###-####.Thank youChad J***Corporate service center manager
To whom it may concern,Called Mrs*** and apologized for the problems and failed follow up that she receivedWe have scheduled a redelivery of all of her items on 1/9/Also gave her my direct number if she has any more problems. Kelly G***NDC Operation Manager
We sincerely apologize for any delay that may have occurred on the follow up of Mr***'s claimOur claims department just recently changed over to a new phone system which was why the voicemail didn't indicate that it was RC WilleyWe were aware of the issue and it has been resolvedA claim
has been established and our claims examiner did attempt to contact Mr*** on Friday 7/28/and left a voicemailWe have also contacted our flooring professional and left them a message to call and schedule an appointment to go out and evaluate the damage and determine the best course of action for repairWe will follow up again with both Mr*** and the flooring professional to make sure that this appointment gets scheduled and we can get moving forward on resolving Mr***'s damaged floor as soon as possible
RC Willey picked up the loveseat from the *** and repaired the damaged area This has been returned to the *** on 7/ The customer is satisfied.Tammy C***
We had to order the parts to repair the piece directly from the manufacturerOn 8/19/we received an email from the factory that the parts were being shipped to us via UPS with an expected delivery date of 8/26/We did receive the parts on 8/26/ We have spoken to MrK*** and
explained to him that the parts arrivedWe are picking up his sofa on 9/3/to bring into our repair shop to be fixed, he is also receiving a loaner sofa to use while his is being repaired
After review of the service report and the third party adjusters report it was determined that this claim be denied and customer referred to their homeowners insurance.The customer was sent a response via email 9-19-
To address the concerns: Vinyl cut short from toekicks and metal banding problem. These items were addressed, corrected and the customer signed off as completed Water damage The customer has stated the seal inside the valve failed. This is an unfortunate situation for all parties involved and really is no fault of anyone. With the water leaking in and under the walls floor damage is going to occurThis is simply a seal inside a valve that has failed causing a leak to occurAfter the fridge was reconnected the valve was turned back on 03/24/No leaks were apparent at that timeAn inspection was done at the jobsite on 04/11/to determine the repairs needed and no leaks or water were present at that timeThe installer went back on 04/20/to do the repairs the customer requested and no leaks or water were apparent at that timeThe carpet was originally wet 06/01/and just days later the floor was completely soakedThe valve probably started leaking close to the June 1st dateIf it had been leaking since 03/24/when the floor was initially installed the water would have been apparent much soonerThe last inspection was done 09/12/and the vinyl subfloor was swollen under the fridge and will have to be replacedThe carpet looked to be in good condition. The installers insurance company as well as the consumers insurance company have both denied any claim.We would like to be as empathetic as possible and are very sorry with the magnitude of the damages and although this is no fault of any party involved this is the final Decision from RC Willey. RC Willey is willing to work with the customer to replace the damaged kitchen flooring and any damaged carpet to help with this unfortunate situation
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
Sincerely,
*** ***
The customer has never had a tech come look at the sectionalI have been in contact with them and set up an appointment to have the sectional looked atCustomer is aware we are not covering all the damage but we will see what the tech report says and make decisions at that point
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
Sincerely,
*** *** ***