The incident that occurred in Mr***'s home is very unfortunate, and we apologize for any inconvenience it has placed on him and his familyRC Willey did send out a reputable remediation company immediatelyThis is a company that we have used for several years now and have never had any
issues or complaints about them or their work until nowWe agreed to have them remove their equipment from the home at Mr***'s requestMr***s then advised that he would pursue the claim through his homeowners insurance carrierWe were also agreeable to this and advised Mr***s that we would work with his insurance carrier once we received their subrogation demand to bring the claim to resolutionEight weeks later our claims department was again contacted by Mr***s demanding that he be compensated for what his family has had to go through with regards to the remediation and repairs in his homeRC Willey claims department asked Mr***s what he felt would be a reasonable amount for compensationHe responded that he felt $8,was a fair amountRC Willey's Claims management team reviewed Mr***s demand and did not feel that the amount was reasonable as there was nothing to support his requestThey decided to wait for the home owners insurance to send their subrogation so they would have a better idea of what all had to be done in the home and then determine what a fair amount would be to compensate Mr***sAs of today's date, 7/17/RC Willey has not received a subrogation notice or demand from Mr***s' homeowners insurance carrierRC Willey's experience in dealing with subrogation claims is that it can generally take the insurance carrier up to months or longer to send out a subrogation notice or demand after the remediation and repairs are completedRC Willey continues to maintain an open claim for Mr***s as the matter has not been resolved from our endOnce the subrogation demand is received RC Willey will review the subrogation packet, settle out the claim with the homeowners insurance and determine a reasonable amount for compensation to settle the claim with Mr***sAt this point in time there is nothing further we can do until that subrogation notice and demand are receivedRC Willey will make every attempt to resolve this matter as quickly and fairly as possible once the subrogation is receivedWe hope this better explains the reasons for any delays in this processWe may recommend that Mr***s reach out to his insurance carrier to find out the status of this claim.Best Regards,Taylor P***, Claims SupervisorRC Willey Home Furnishings
Revdex.com:
In large part thanks to this complaint, I was able to get in touch with a manager at RC Willey, who was professional and helpful, and had the fridge delivered. I now have the fridge and I am satisfied with this. Although the conduct of the salesman was unbelievable in this matter, I am pleased that someone at RC Willey remains committed to customer service.
Sincerely,
[redacted]
The customer has been informed that any damage caused by pets is not a covered issue under the manufacture warranty or the extended warranty. We have ordered parts for another issue on the sectional and also the customer has paid for parts that was damaged by the pet. The parts are coming from over...
seas so they do take extra time to get to the United States and then to RC Willey parts department. As Soon as those parts arrive to our parts department will finish all repairs with the parts.
The owner of Quality Appliance went out to the customers home on December 5th. He replaced the parts that had been ordered and reported back that the refrigerator was working correctly. There were now additional problems. RC Willey will not be replacing the refrigerator. We have done what Samsung, who is the manufacture, has authorized us to do. At this point we will allow the customer to keep the small Danby refrigerator, but we will have our customer service department call to schedule the pick up of the loaner refrigerator. This is according to the agreement made between the customer and RC Willey. This will bring this case to a final resolution.
Complaint: [redacted]
I am rejecting this response because: After admitting the delivery person took the old bed apart and was in the room alone they still refuse to accept responsibility for the damage only because no one saw it happen. It is not uncommon for someone to commit and act like this out of the sight of others.
Sincerely,
[redacted]
The manufacture will replace any parts that are defective in the warranty period which is the first year only. Any issues that occur after that warranty period. Like you stated the problem was never fixed in that first year. You will need to call them to see if they will send out another company to continue on with the fix they started in that first year. Because you did not purchase any kind of warranty through us I am unable to get the dishwasher fixed. You will need to call the manufacture.
In reference to the complaint our drivers did incorrectly refer to the incident being an OSHA violation in which it is not. Our guideline is that we cannot complete installation on a refrigerator that requires a water line hook up that does not have a shut off valve that is directly behind the...
fridge. Mr. [redacted] did not have a shutoff valve behind the fridge. Spoke to Mr. [redacted] and apologized for the miscommunication.
We believe we have now corrected this account with all the credit's and billing issues. We have spoken with the consumer. Again we apologize. Thank you
The warranty states that we will replace the product with a comparable unit with like features. The customer has chosen to upgrade to a larger refrigerator, which means they would have to pay the difference. The extended warranty covers the appliance, it does not cover for any damage to the home.
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.
Sincerely,
[redacted]
Our customer is correct that when a deferred interest plan is set to expire, RC Willey does bill the entire expiring amount as part of the total minimum payment, however our customer is incorrect in saying that we penalize our customers with a l;ate fee if they don't pay the entire minimum. When an expiring balance comes due, the customer is notified by separate letter of the option to either: 1) pay the entire billed minimum amount in order to avoid the accrued interest, or 2) to just make their normal minimum payment that they are used to, in which case, the accrued interest will then be added and the balance transferred to a regular revolving plan for the next billing cycle. This notification takes place either with a separate letter enclosed with their billing statement (for paper customers), or via a pop-up notification upon account log-in for our e-statement customers. If a customer makes a payment of any amount during this billing cycle, regardless of whether they pay the entire minimum payment or even only a small portion of the minimum, no late fee is assessed. Aside from the plan with the expiring balance, if a customer does not satisfy the required minimum payments on other plans that they may have (6 month, 12 month, 18 month, or Regular revolving), Those other plans will cycle past due and be required on the next billing cycle in addition to the normal monthly payment. I invite our customer to look back to her last expiring plan balance (7/01/15 - 7/31/15) and verify on her account that no late fee was assessed on July 30th, 2015 even though she didn't pay the entire expiring minimum payment. As indicated above, the accrued interest was simply added to the remaining expiring balance on her 6 month plan as of the cycle date, and transferred to her regular revolving plan creating a new minimum payment on all of her plans for the August 1 - 31 billing cycle.Following this same method, our customer currently has the remaining portion of her 6 month plan that is due on the 25th of this month ($[redacted]). In addition, she has a $[redacted] payment required on her 18 month balance, a $** payment required on her 12 month balance, and $[redacted] required on her regular revolving plan for a total minimum payment of $[redacted]. The amounts that must be paid so as not to cycle past due are the 18 month, 12 month, and regular revolving required payments ($[redacted]) which she can direct on the web when she makes any payment. Any additional amounts paid will apply to the expiring 6 month balance. If that balance is not paid in full, the accrued interest will be added and that new balance transferred to combine with the existing regular revolving plan. There is no penalty for not paying an expiring balance in full. As long as any payment is made, no late fee will be assessed.If our customer would like to discuss her options, she may call us directly at ###-###-#### and speak with a billing representative for clarification.
Unfortunately the product was purchased in August of 2013. It is out of the manufacture warranty by 8 months at this point. The customer did not purchase any kind of an extended warranty. I can not at this time do anything for the customer. The customer can call Maytag and see if they are...
willing to do anything. The lemon law states that there needs to be 3 repairs made for the same issue within the 1 year of the purchase. Reading the complaint it does not sound like that happened. Maytag is the only ones at this point who can authorize a repair or an exchange on the unit.
Regarding complaint - [redacted]Problem identified:The customer's mattress order was scheduled for delivery with the wrong delivery address. The customer assumed that our Draper store made the delivery, however, the delivery was coming from our distribution center, located west of the SL...
International airport. The return to the warehouse was not past her home.The dining set and chaise were scheduled for delivery on the wrong day or not the day she had requested.Both incidents were due to scheduling errors,Resolution:The customer was contacted on Friday, April 17th with an apology for the problems. Her order was rewritten, scheduled for delivery for Saturday, April 18th.Her request for her delivery by Saturday - April 18th was met, the order is complete.[redacted]
Complaint: [redacted]
I am rejecting this response because: I do not have confidence that this will be repaired. This has taken over three weeks and to take over a month to repair an ice maker is not acceptable.
Sincerely,
David C**
While I can appreciate the customer's frustration concerning the issue they are experiencing with part of the fabric on their sofa, unfortunately, the fabric is out of the manufacture's warranty.There is a 1 year warranty on the fabric, as well as a 1 year labor warranty on the fabric.I am willing...
to offer the following for Mr. [redacted]: Send a service technician to the [redacted]'s home to inspect the sofa to determine what part(s) are needed to make repairs. I've had one of our parts associates contact the manufacture and they have confirmed that the fabric is available, however, only as a complete finished good (for example, if fabric is needed for the arm, we will have to order a complete upholstered arm) Of course parts and labor will be at the cost of Mr. [redacted] since both are out of warranty. We won't know the cost of parts until we know exactly what is needed and have contacted the manufacture for costs. The labor to replace the part(s) will be no more that $69.99Please let me know how Mr. [redacted] would like to proceed.Thanks you,Chad J[redacted]
I apologize for the inconvenience with Mr. W[redacted]'s product review and for the issue with it arriving at our Henderson store. The service that we use for product reviews rejected the review when it was submitted. I went into our system and manually approved your review. It will show up within the next...
We are sending out our own technician to the customers home to assess the situation. We will pass this information over to our quality control department in Salt Lake City to make sure the problem with this set has been addressed and will not occur again. Customer just wants us to make...
sure this is addressed and does not happen to anyone else.
Complaint: [redacted]
I am rejecting this response because:Maybe I am still not being clear:1. Yes, I agree the bigger issue does seem to be that the flooring is glued on the short ends voiding the manufacturer's warranty. We were told to glue the boards together by the salesman. 2. Yes Danny the salesman did tell us to glue the boards, to what extent he told us to glue them when we purchased the flooring less than one year ago is not something I can prove or something I should need to prove. However, I called and checked before starting this claim and now have proof that Danny does advise gluing boards. 3. Rc Willey should stand behind both its product and its salesman.If they fire the salesman over it that is their choice, but I shouldn't pay for improper instructions given on behalf of the store. I have submitted photos showing that the flooring is not glued down, I have pointed out the variances in Jason's responses, If this was a matter of wanting to replace a few boards it would be one thing but the cost of replacing it all is going to be allot more that just the cost of the floor and definitely more than I can get for a $500 credit. I made another resolution suggestion last week, I have asked to speak with someone in person, this is ridiculous, really the cost of my flooring is not that much.... replacing it, ripping it up buying new product, pulling my cabinets and reinstalling them, re-installing new product, that is what is going to cost me the most in the end.Before I submitted the original complaint I read through a few of the other Revdex.com resolutions by Rc Willey and I thought for sure this would be the best way to handle this, now I am not so sure, In the end this bad direction given by the salesman is going to cost 4-5 times the amount I paid for the flooring in the first place. I am now feeling like whomever at Rc Willey is receiving the complaint is not even reading them but simply forwarding them to Jason to reply to. I think maybe the Revdex.com's arbitration is a good idea if Rc Willey is willing to actually talk, otherwise it maybe time for me to contact an attorney. If we do the arbitration would I be allowed to bring an attorney or do I need to consult an attorney before going about what outcome to expect and attend the arbitration alone?
Sincerely,
Michelle B[redacted]
Mr. [redacted]s washing machine was purchased and delivered over a year ago. At the time that the claim was reported Mr. [redacted] was unsure if he was going to pursue the claim through his home owners insurance or handle the matter directly with RC Willey. Mr. [redacted] had already had a plumber to his home to...
inspect the cause of loss and it was determined that a hose was loose and water was leaking. What cannot be determined at this time is if the hose had been loose since the time that the washer was delivered or if there was some other contributing factor which caused the hose to come loose. Our claims examiner has been in contact with and is now in the process of sending out an independent adjuster to evaluate the loss and attempt to determine how long the water had been leaking. We apologize for any delay in communications with Mr. [redacted]. It had been less than a week since our claims examiners last contact with him as she was trying to determine the most appropriate next step given the circumstances of this loss. We feel that sending an independent adjuster to evaluate the situation and try to help determine the cause of the loss is the most appropriate action at this time. Once we receive the independent adjusters report and have a chance to review it we will follow up again with Mr. [redacted] on how we will proceed with his claim at that time. Once we are able to determine our responsibility in resolving this matter we will address Mr. [redacted]'s other demands for settlement of this claim.Sincerely,Taylor P[redacted]RC Willey Claims Supervisor
The incident that occurred in Mr***'s home is very unfortunate, and we apologize for any inconvenience it has placed on him and his familyRC Willey did send out a reputable remediation company immediatelyThis is a company that we have used for several years now and have never had any
issues or complaints about them or their work until nowWe agreed to have them remove their equipment from the home at Mr***'s requestMr***s then advised that he would pursue the claim through his homeowners insurance carrierWe were also agreeable to this and advised Mr***s that we would work with his insurance carrier once we received their subrogation demand to bring the claim to resolutionEight weeks later our claims department was again contacted by Mr***s demanding that he be compensated for what his family has had to go through with regards to the remediation and repairs in his homeRC Willey claims department asked Mr***s what he felt would be a reasonable amount for compensationHe responded that he felt $8,was a fair amountRC Willey's Claims management team reviewed Mr***s demand and did not feel that the amount was reasonable as there was nothing to support his requestThey decided to wait for the home owners insurance to send their subrogation so they would have a better idea of what all had to be done in the home and then determine what a fair amount would be to compensate Mr***sAs of today's date, 7/17/RC Willey has not received a subrogation notice or demand from Mr***s' homeowners insurance carrierRC Willey's experience in dealing with subrogation claims is that it can generally take the insurance carrier up to months or longer to send out a subrogation notice or demand after the remediation and repairs are completedRC Willey continues to maintain an open claim for Mr***s as the matter has not been resolved from our endOnce the subrogation demand is received RC Willey will review the subrogation packet, settle out the claim with the homeowners insurance and determine a reasonable amount for compensation to settle the claim with Mr***sAt this point in time there is nothing further we can do until that subrogation notice and demand are receivedRC Willey will make every attempt to resolve this matter as quickly and fairly as possible once the subrogation is receivedWe hope this better explains the reasons for any delays in this processWe may recommend that Mr***s reach out to his insurance carrier to find out the status of this claim.Best Regards,Taylor P***, Claims SupervisorRC Willey Home Furnishings
Revdex.com:
In large part thanks to this complaint, I was able to get in touch with a manager at RC Willey, who was professional and helpful, and had the fridge delivered. I now have the fridge and I am satisfied with this. Although the conduct of the salesman was unbelievable in this matter, I am pleased that someone at RC Willey remains committed to customer service.
Sincerely,
[redacted]
The customer has been informed that any damage caused by pets is not a covered issue under the manufacture warranty or the extended warranty. We have ordered parts for another issue on the sectional and also the customer has paid for parts that was damaged by the pet. The parts are coming from over...
seas so they do take extra time to get to the United States and then to RC Willey parts department. As Soon as those parts arrive to our parts department will finish all repairs with the parts.
The owner of Quality Appliance went out to the customers home on December 5th. He replaced the parts that had been ordered and reported back that the refrigerator was working correctly. There were now additional problems. RC Willey will not be replacing the refrigerator. We have done what Samsung, who is the manufacture, has authorized us to do. At this point we will allow the customer to keep the small Danby refrigerator, but we will have our customer service department call to schedule the pick up of the loaner refrigerator. This is according to the agreement made between the customer and RC Willey. This will bring this case to a final resolution.
Complaint: [redacted]
I am rejecting this response because: After admitting the delivery person took the old bed apart and was in the room alone they still refuse to accept responsibility for the damage only because no one saw it happen. It is not uncommon for someone to commit and act like this out of the sight of others.
Sincerely,
[redacted]
The manufacture will replace any parts that are defective in the warranty period which is the first year only. Any issues that occur after that warranty period. Like you stated the problem was never fixed in that first year. You will need to call them to see if they will send out another company to continue on with the fix they started in that first year. Because you did not purchase any kind of warranty through us I am unable to get the dishwasher fixed. You will need to call the manufacture.
In reference to the complaint our drivers did incorrectly refer to the incident being an OSHA violation in which it is not. Our guideline is that we cannot complete installation on a refrigerator that requires a water line hook up that does not have a shut off valve that is directly behind the...
fridge. Mr. [redacted] did not have a shutoff valve behind the fridge. Spoke to Mr. [redacted] and apologized for the miscommunication.
We believe we have now corrected this account with all the credit's and billing issues. We have spoken with the consumer. Again we apologize. Thank you
The warranty states that we will replace the product with a comparable unit with like features. The customer has chosen to upgrade to a larger refrigerator, which means they would have to pay the difference. The extended warranty covers the appliance, it does not cover for any damage to the home.
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.
Sincerely,
[redacted]
Our customer is correct that when a deferred interest plan is set to expire, RC Willey does bill the entire expiring amount as part of the total minimum payment, however our customer is incorrect in saying that we penalize our customers with a l;ate fee if they don't pay the entire minimum. When an expiring balance comes due, the customer is notified by separate letter of the option to either: 1) pay the entire billed minimum amount in order to avoid the accrued interest, or 2) to just make their normal minimum payment that they are used to, in which case, the accrued interest will then be added and the balance transferred to a regular revolving plan for the next billing cycle. This notification takes place either with a separate letter enclosed with their billing statement (for paper customers), or via a pop-up notification upon account log-in for our e-statement customers. If a customer makes a payment of any amount during this billing cycle, regardless of whether they pay the entire minimum payment or even only a small portion of the minimum, no late fee is assessed. Aside from the plan with the expiring balance, if a customer does not satisfy the required minimum payments on other plans that they may have (6 month, 12 month, 18 month, or Regular revolving), Those other plans will cycle past due and be required on the next billing cycle in addition to the normal monthly payment. I invite our customer to look back to her last expiring plan balance (7/01/15 - 7/31/15) and verify on her account that no late fee was assessed on July 30th, 2015 even though she didn't pay the entire expiring minimum payment. As indicated above, the accrued interest was simply added to the remaining expiring balance on her 6 month plan as of the cycle date, and transferred to her regular revolving plan creating a new minimum payment on all of her plans for the August 1 - 31 billing cycle.Following this same method, our customer currently has the remaining portion of her 6 month plan that is due on the 25th of this month ($[redacted]). In addition, she has a $[redacted] payment required on her 18 month balance, a $** payment required on her 12 month balance, and $[redacted] required on her regular revolving plan for a total minimum payment of $[redacted]. The amounts that must be paid so as not to cycle past due are the 18 month, 12 month, and regular revolving required payments ($[redacted]) which she can direct on the web when she makes any payment. Any additional amounts paid will apply to the expiring 6 month balance. If that balance is not paid in full, the accrued interest will be added and that new balance transferred to combine with the existing regular revolving plan. There is no penalty for not paying an expiring balance in full. As long as any payment is made, no late fee will be assessed.If our customer would like to discuss her options, she may call us directly at ###-###-#### and speak with a billing representative for clarification.
Unfortunately the product was purchased in August of 2013. It is out of the manufacture warranty by 8 months at this point. The customer did not purchase any kind of an extended warranty. I can not at this time do anything for the customer. The customer can call Maytag and see if they are...
willing to do anything. The lemon law states that there needs to be 3 repairs made for the same issue within the 1 year of the purchase. Reading the complaint it does not sound like that happened. Maytag is the only ones at this point who can authorize a repair or an exchange on the unit.
Regarding complaint - [redacted]Problem identified:The customer's mattress order was scheduled for delivery with the wrong delivery address. The customer assumed that our Draper store made the delivery, however, the delivery was coming from our distribution center, located west of the SL...
International airport. The return to the warehouse was not past her home.The dining set and chaise were scheduled for delivery on the wrong day or not the day she had requested.Both incidents were due to scheduling errors,Resolution:The customer was contacted on Friday, April 17th with an apology for the problems. Her order was rewritten, scheduled for delivery for Saturday, April 18th.Her request for her delivery by Saturday - April 18th was met, the order is complete.[redacted]
The sale associate has contacted Mr. M[redacted] and resolved any outstanding issues.Thanks
Complaint: [redacted]
I am rejecting this response because: I do not have confidence that this will be repaired. This has taken over three weeks and to take over a month to repair an ice maker is not acceptable.
Sincerely,
David C**
While I can appreciate the customer's frustration concerning the issue they are experiencing with part of the fabric on their sofa, unfortunately, the fabric is out of the manufacture's warranty.There is a 1 year warranty on the fabric, as well as a 1 year labor warranty on the fabric.I am willing...
to offer the following for Mr. [redacted]: Send a service technician to the [redacted]'s home to inspect the sofa to determine what part(s) are needed to make repairs. I've had one of our parts associates contact the manufacture and they have confirmed that the fabric is available, however, only as a complete finished good (for example, if fabric is needed for the arm, we will have to order a complete upholstered arm) Of course parts and labor will be at the cost of Mr. [redacted] since both are out of warranty. We won't know the cost of parts until we know exactly what is needed and have contacted the manufacture for costs. The labor to replace the part(s) will be no more that $69.99Please let me know how Mr. [redacted] would like to proceed.Thanks you,Chad J[redacted]
I apologize for the inconvenience with Mr. W[redacted]'s product review and for the issue with it arriving at our Henderson store. The service that we use for product reviews rejected the review when it was submitted. I went into our system and manually approved your review. It will show up within the next...
few hours as it can be processed in our system.
We are sending out our own technician to the customers home to assess the situation. We will pass this information over to our quality control department in Salt Lake City to make sure the problem with this set has been addressed and will not occur again. Customer just wants us to make...
sure this is addressed and does not happen to anyone else.
Complaint: [redacted]
I am rejecting this response because:Maybe I am still not being clear:1. Yes, I agree the bigger issue does seem to be that the flooring is glued on the short ends voiding the manufacturer's warranty. We were told to glue the boards together by the salesman. 2. Yes Danny the salesman did tell us to glue the boards, to what extent he told us to glue them when we purchased the flooring less than one year ago is not something I can prove or something I should need to prove. However, I called and checked before starting this claim and now have proof that Danny does advise gluing boards. 3. Rc Willey should stand behind both its product and its salesman.If they fire the salesman over it that is their choice, but I shouldn't pay for improper instructions given on behalf of the store. I have submitted photos showing that the flooring is not glued down, I have pointed out the variances in Jason's responses, If this was a matter of wanting to replace a few boards it would be one thing but the cost of replacing it all is going to be allot more that just the cost of the floor and definitely more than I can get for a $500 credit. I made another resolution suggestion last week, I have asked to speak with someone in person, this is ridiculous, really the cost of my flooring is not that much.... replacing it, ripping it up buying new product, pulling my cabinets and reinstalling them, re-installing new product, that is what is going to cost me the most in the end.Before I submitted the original complaint I read through a few of the other Revdex.com resolutions by Rc Willey and I thought for sure this would be the best way to handle this, now I am not so sure, In the end this bad direction given by the salesman is going to cost 4-5 times the amount I paid for the flooring in the first place. I am now feeling like whomever at Rc Willey is receiving the complaint is not even reading them but simply forwarding them to Jason to reply to. I think maybe the Revdex.com's arbitration is a good idea if Rc Willey is willing to actually talk, otherwise it maybe time for me to contact an attorney. If we do the arbitration would I be allowed to bring an attorney or do I need to consult an attorney before going about what outcome to expect and attend the arbitration alone?
Sincerely,
Michelle B[redacted]
Mr. [redacted]s washing machine was purchased and delivered over a year ago. At the time that the claim was reported Mr. [redacted] was unsure if he was going to pursue the claim through his home owners insurance or handle the matter directly with RC Willey. Mr. [redacted] had already had a plumber to his home to...
inspect the cause of loss and it was determined that a hose was loose and water was leaking. What cannot be determined at this time is if the hose had been loose since the time that the washer was delivered or if there was some other contributing factor which caused the hose to come loose. Our claims examiner has been in contact with and is now in the process of sending out an independent adjuster to evaluate the loss and attempt to determine how long the water had been leaking. We apologize for any delay in communications with Mr. [redacted]. It had been less than a week since our claims examiners last contact with him as she was trying to determine the most appropriate next step given the circumstances of this loss. We feel that sending an independent adjuster to evaluate the situation and try to help determine the cause of the loss is the most appropriate action at this time. Once we receive the independent adjusters report and have a chance to review it we will follow up again with Mr. [redacted] on how we will proceed with his claim at that time. Once we are able to determine our responsibility in resolving this matter we will address Mr. [redacted]'s other demands for settlement of this claim.Sincerely,Taylor P[redacted]RC Willey Claims Supervisor