We have contacted the customer and explained in more detail why we declined the claim. We have offered the customer option to pay for parts and labor to get her piece fixed at their expense because this is not a covered issue. We have given the customer a copy of her warranty so she is able to...
I spoke to Mr. [redacted]. Based on my findings and considering the situation and the ongoing service issues, I have found it in the best interest to allow our customer to select different furniture. He has been issued full credit. We will now consider this issue resolved.
We have spoken with the customer, and have agreed upon a reduced price as compensation for consumer dissatisfaction. Customer is in agreement with this arrangement.Alan C**RC Willey
Brent, our general manager from our Syracuse store, reviewed this with Danny, Jason, and John B[redacted] (our VP over Customer Service). The offer of $570.86 is more than fair due to the installation issues that have previously been discussed. Her statements that Danny told her to glue down the laminate is unfounded and untrue. The offer that we presented to Michelle is our final offer. We are sorry that she is having issues with her laminate flooring, but because of the gluing issue, the warranty on the product has been voided.
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. I am satisfied because I found more savings that RC Willey price match guaranteed with 30 days of purchase and they provided a refund of $348.00 to my card. I just want to note that if their salesman didn't lie, I would of never submitted even lower price matches, because I was happy about the price I paid. But since I wasn't given the service that I was promised in the beginning, I went out of my way to get even more money back then what I purchased the dishwasher for+$70. They need to train their salesman not to make promises they can't deliver on and they would not lose cash paying customers. I will never use RC Willey again and have told all my friends and family too not to ever use them again. I have purchased iver $7000+ cash from them in the last 9 months. I will never pay them another penny. I will pay more if it comes down it it because their salesman lie in my opinion. The am done with this retailer.
Sincerely,
[redacted]
To address all concerns.1. Vinyl cut short from toekicks. This was a miscommunication between the customer and installer. The installer was told by the customer that they were going to install baseboards in these areas after the vinyl was installed. After the customer called to complain we...
realized the customer only put on a new 1/8" skin on the toe kicks which caused the vinyl to be short in a few areas. These items were addressed, corrected and the customer signed off as completed. 2. Metal banding problem. The installer did not have enough metal to put all metal in full pieces so one area was put in two pieces. This was addressed and corrected and the customer signed off as completed.3. Water damage. This is an unfortunate situation for all parties involved and really is no fault of anyone. It is clear the water damage was caused from the valve failing. With the water leaking in and under the walls floor damage is going to occur. The installers insurance company concluded this is not the fault of the installer. This is simply an unfortunate fail of a valve. After the fridge was reconnected the valve was turned back on 03/24/15. No leaks were apparent at that time. An inspection was done at the jobsite on 04/11/15 to determine the repairs needed and no leaks or water were present at that time. The installer went back on 04/20/15 to do the repairs the customer requested and no leaks or water were apparent at that time. The carpet was originally wet 06/01/2015 and just 10 days later the floor was completely soaked. The valve probably started leaking close to the June 1st date. If it had been leaking since 03/24/15 when the floor was initially installed the water would have been apparent much sooner. The last inspection was done 09/12/15 and the vinyl subfloor was swollen under the fridge and will have to be replaced. The carpet looked to be in good condition. 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 RC Willey is willing to work with the customer to replace the damaged kitchen flooring to help with this unfortunate situation.
The first record RC Willey has of this incident being reported to anyone at our company was from Mr. [redacted]'s post of his video to Facebook on November 24th 2016, a month after the initial delivery of his dryer. Our web team responded to the complaint by asking for additional information in order...
to confirm his account information and purchase. Mr. [redacted]'s information was sent on to our claims department from the web team at which time a claim was established and we began an investigation. A statement received back from the delivery drivers was that one of the drivers did not recall the delivery because of the length of time that had past, but the other driver did recall the delivery because, he stated, when he hooked up the dryer he had to climb over it multiple times because it was a tight fit. He also stated that he never moved or touched anything to do with the washer. A note placed in Mr. [redacted]'s delivery ticket prior to the delivery also stated that the drivers would need to use a tight fit dryer kit. Based on the driver's statement and the note on the ticket along with the length of time that had passed between the date of delivery and the date that we were first notified of the incident we felt we could not determine what may have occurred in the home during the month prior to being notified of the incident that could have caused or contributed to this loss. Our claims examiner did attempt to contact Mr. [redacted] to issue a denial at the end of December 2016. It was unknown whether that message was ever received. Mr. [redacted] did make one other attempt to contact our web team on January 18th, however no response was sent because the claims department had already issued the denial. We apologize if there was any lack of communication on our end. Based on the information we have we stand by the denial of this claim at this time. IT would be our recommendation that Mr. [redacted] file a claim with his homeowners insurance and allow them to pursue subrogation against RC Willey if they find them to be at fault in this matter.
Complaint: [redacted]
I am rejecting this response because: No one from RC Willey has contacted me and...
offered me anything. I was sold this product less than 3 years ago by a sales person that assured me I would be covered. I trusted what this RC WIlley representative promised me and went ahead and bought the product. All I am asking is to exchange it for something else that will last me longer than 3 years. I was promised a 7 year guarantee, but haven't even gotten half of that. If they are only willing to give 50% credit I would ask that they include a 50% discount on the new purchase.
Sincerely,
Amanda [redacted]
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]
We have contacted Mr. [redacted] in effort to resolve the issues with his sofa. Customer was scheduled for service to see if the sofa was able to be fixed and if not, offer a discount to keep it. We offered customer a credit allowance to keep his sofa as-is, in which he has accepted....
Customer was originally declined due to a non-matching box spring but was not informed that this would void the warranty for his Simmons mattress. RC Willey is replacing the mattress-giving back the credit of 1069.83 which was the original cost of the mattress.
Complaint: [redacted]
I am rejecting this response because:I am so disappointed by how this entire situation was handled. The woman that called me was so incredibly rude to me that it actually took me by surprise. We were able to take a short break from our mom at the hospital to pick out a fridge. We got to RC Willey and found out that we were only given $970 Credit to go towards a new fridge. Our sales girl Olivia and her manager both thought it was very weird when they pulled up our account and saw all of these adjustments that gave us less money, and couldn’t believe that nothing was being done for the water damage to our home. We ended up having to finance a more expensive fridge and we denied the warranty, because this one proved to cause more problems for us in the end. I posted about this on Facebook and have had several people advise me to go after RC Willey with an attorney to cover the damages that happened to my home. I get that the warranty did not cover home damage, however, my home would not have been damaged if this situation would have been handled properly. The rude woman that called me made a big mistake when she told me that our fridge was deemed “unrepairable” by the service man a MONTH ago!!!! I don’t care who’s fault that was, but it wasn’t ours, and they need to make it right! Our deductible is $1000 and I’m not going to file a claim, because the floor repair will come in just under that. Our story became well known by several in the store the other night, because everyone was shocked at how poorly we were being treated. A complete disappointment by a company that’s supposed to have such a great reputation. We will never shop there again, and this issue is not over.
Sincerely,
[redacted]
The claim had been sent to our flooring department to go out and look at Mr. [redacted]'s flooring damage, but this was not the type of flooring they are able to repair and we had to find another way to assess the damage. RC Willey has since sent an independent adjuster out to the [redacted] residence to verify all of the damage to the floor and to provide us with an estimate for repairs. The adjuster was supposed to be out to the [redacted] residence on 8/7/2017. Once we receive their report back we will follow up with Mr. [redacted] to review the adjusters findings and to make a settlement offer to resolve the damages. We sincerely apologize for any delays in getting this resolved in a timely manner. We are reviewing our claims process in order to better accommodate our customers and their needs. Best Regards,Taylor P[redacted]Claims SupervisorRC Willey Home Furnishings
RC Willey does offer multiple financing plans to our customers including a regular interest bearing plan, a 6 month, deferred interest plan, a 12 month deferred interest plan, and a 18 month deferred interest plan. The regular revolving plan is available every day to our customers. The 6, 12,...
and 18 month plans are also available everyday to our customers who make a qualifying minimum purchase. For the 6 month plan the minimum purchase amount is $300.00. A minimum purchase of $1,000.00 is required to qualify for our 12 month financing, and a minimum purchase of $2,000.00 or more would qualify for our 18 month plan. If a customer makes a purchase one month for only $500.00, that amount would qualify for our 6 month finance plan with a required minimum payment. If two months after the initial purchase, our customer makes and additional purchase of $1200.00, that purchase would qualify for 12 month financing and would then create its own minimum payment for that plan. subsequent purchases qualifying in either plan would only be added to the remaining balance of that plan which may change the payment amount on that plan, but would not create an addition payment.By law, any creditor who offers interest deferred financing must require a minimum monthly payment (not equal payments) on each deferred interest balance. Once the minimum payments on each plan have been satisfied, our customers are welcome to apply any excess payment amounts to whichever plan balance they would like. Regardless of whether a interest deferred balance is expiring, the minimum payments must be met on all the plans or it will result possible late fees or interest. Because the minimum payments are mandated by Federal law, RC Willey is not at liberty to change the minimum payment requirements on separate financing plans.
Complaint: [redacted]
I am rejecting this response because:When I asked Jason about the store's liability because Danny had told us to glue the flooring he told me I had no proof, he had implied that my word would hold no credit. I now have proof that Danny says that you can "glue flooring if needed". The boards are not glued down as implied in Rc Willeys response. It appears this particular flooring type may have been a one time purchase by Rc Willey, however this should not limit their willingness to stand behind a product that they sold or to give a little more credit to the old motto of "the customer is alway right" and at least consider that the flooring may be faulty and that their salesman has been giving out bad advice. When I spoke with Jason last week he had stated that foot traffic would have been the culprit, because of the location of the issue, now he is blaming the laundry...? Yes the closest water source to the peaking is the laundry room, but the flooring by the laundry room is not the issue. the issue started at least 5-10 feet away from all water sources. I feel this may be easily resolved by sitting down with an Area Manager at Headquarters in Salt Lake and the evidence I have as now both Dannies and Jason's statements are changing, to cover their liability. Sincerely,Michelle B[redacted]
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]
Revdex.com: I AM SO HAPPY!!! RCWILLEY Quickly repaired my warranted item...
and returned it to my home! I am a fan for life. Nice when a company stands by their word!
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]
Complaint: [redacted]
I am rejecting this response because:They came out today to fix ice maker, and it still is...
not fixed. The tech left after two hours and said it could not be fixed, or he needed more parts. No follow up and still no resolution after three weeks.
Sincerely,
David C**
Our customer's complaint has been reviewed and verified. The RC Willey associate who took the disputed payment has made contact with our customer, resolved the complaint and refunded the fee to our customers' account.
We have contacted the customer and explained in more detail why we declined the claim. We have offered the customer option to pay for parts and labor to get her piece fixed at their expense because this is not a covered issue. We have given the customer a copy of her warranty so she is able to...
be familiar with the guidelines of that warranty.
I spoke to Mr. [redacted]. Based on my findings and considering the situation and the ongoing service issues, I have found it in the best interest to allow our customer to select different furniture. He has been issued full credit. We will now consider this issue resolved.
We have spoken with the customer, and have agreed upon a reduced price as compensation for consumer dissatisfaction. Customer is in agreement with this arrangement.Alan C**RC Willey
Brent, our general manager from our Syracuse store, reviewed this with Danny, Jason, and John B[redacted] (our VP over Customer Service). The offer of $570.86 is more than fair due to the installation issues that have previously been discussed. Her statements that Danny told her to glue down the laminate is unfounded and untrue. The offer that we presented to Michelle is our final offer. We are sorry that she is having issues with her laminate flooring, but because of the gluing issue, the warranty on the product has been voided.
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. I am satisfied because I found more savings that RC Willey price match guaranteed with 30 days of purchase and they provided a refund of $348.00 to my card. I just want to note that if their salesman didn't lie, I would of never submitted even lower price matches, because I was happy about the price I paid. But since I wasn't given the service that I was promised in the beginning, I went out of my way to get even more money back then what I purchased the dishwasher for+$70. They need to train their salesman not to make promises they can't deliver on and they would not lose cash paying customers. I will never use RC Willey again and have told all my friends and family too not to ever use them again. I have purchased iver $7000+ cash from them in the last 9 months. I will never pay them another penny. I will pay more if it comes down it it because their salesman lie in my opinion. The am done with this retailer.
Sincerely,
[redacted]
We worked with the manufacturer and were able to replace the 75" TV with a new one, customer was delivered the new TV on 11/11/17.
To address all concerns.1. Vinyl cut short from toekicks. This was a miscommunication between the customer and installer. The installer was told by the customer that they were going to install baseboards in these areas after the vinyl was installed. After the customer called to complain we...
realized the customer only put on a new 1/8" skin on the toe kicks which caused the vinyl to be short in a few areas. These items were addressed, corrected and the customer signed off as completed. 2. Metal banding problem. The installer did not have enough metal to put all metal in full pieces so one area was put in two pieces. This was addressed and corrected and the customer signed off as completed.3. Water damage. This is an unfortunate situation for all parties involved and really is no fault of anyone. It is clear the water damage was caused from the valve failing. With the water leaking in and under the walls floor damage is going to occur. The installers insurance company concluded this is not the fault of the installer. This is simply an unfortunate fail of a valve. After the fridge was reconnected the valve was turned back on 03/24/15. No leaks were apparent at that time. An inspection was done at the jobsite on 04/11/15 to determine the repairs needed and no leaks or water were present at that time. The installer went back on 04/20/15 to do the repairs the customer requested and no leaks or water were apparent at that time. The carpet was originally wet 06/01/2015 and just 10 days later the floor was completely soaked. The valve probably started leaking close to the June 1st date. If it had been leaking since 03/24/15 when the floor was initially installed the water would have been apparent much sooner. The last inspection was done 09/12/15 and the vinyl subfloor was swollen under the fridge and will have to be replaced. The carpet looked to be in good condition. 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 RC Willey is willing to work with the customer to replace the damaged kitchen flooring to help with this unfortunate situation.
The first record RC Willey has of this incident being reported to anyone at our company was from Mr. [redacted]'s post of his video to Facebook on November 24th 2016, a month after the initial delivery of his dryer. Our web team responded to the complaint by asking for additional information in order...
to confirm his account information and purchase. Mr. [redacted]'s information was sent on to our claims department from the web team at which time a claim was established and we began an investigation. A statement received back from the delivery drivers was that one of the drivers did not recall the delivery because of the length of time that had past, but the other driver did recall the delivery because, he stated, when he hooked up the dryer he had to climb over it multiple times because it was a tight fit. He also stated that he never moved or touched anything to do with the washer. A note placed in Mr. [redacted]'s delivery ticket prior to the delivery also stated that the drivers would need to use a tight fit dryer kit. Based on the driver's statement and the note on the ticket along with the length of time that had passed between the date of delivery and the date that we were first notified of the incident we felt we could not determine what may have occurred in the home during the month prior to being notified of the incident that could have caused or contributed to this loss. Our claims examiner did attempt to contact Mr. [redacted] to issue a denial at the end of December 2016. It was unknown whether that message was ever received. Mr. [redacted] did make one other attempt to contact our web team on January 18th, however no response was sent because the claims department had already issued the denial. We apologize if there was any lack of communication on our end. Based on the information we have we stand by the denial of this claim at this time. IT would be our recommendation that Mr. [redacted] file a claim with his homeowners insurance and allow them to pursue subrogation against RC Willey if they find them to be at fault in this matter.
Complaint: [redacted]
I am rejecting this response because: No one from RC Willey has contacted me and...
offered me anything. I was sold this product less than 3 years ago by a sales person that assured me I would be covered. I trusted what this RC WIlley representative promised me and went ahead and bought the product. All I am asking is to exchange it for something else that will last me longer than 3 years. I was promised a 7 year guarantee, but haven't even gotten half of that. If they are only willing to give 50% credit I would ask that they include a 50% discount on the new purchase.
Sincerely,
Amanda [redacted]
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]
We have contacted Mr. [redacted] in effort to resolve the issues with his sofa. Customer was scheduled for service to see if the sofa was able to be fixed and if not, offer a discount to keep it. We offered customer a credit allowance to keep his sofa as-is, in which he has accepted....
Customer was originally declined due to a non-matching box spring but was not informed that this would void the warranty for his Simmons mattress. RC Willey is replacing the mattress-giving back the credit of 1069.83 which was the original cost of the mattress.
Complaint: [redacted]
I am rejecting this response because:I am so disappointed by how this entire situation was handled. The woman that called me was so incredibly rude to me that it actually took me by surprise. We were able to take a short break from our mom at the hospital to pick out a fridge. We got to RC Willey and found out that we were only given $970 Credit to go towards a new fridge. Our sales girl Olivia and her manager both thought it was very weird when they pulled up our account and saw all of these adjustments that gave us less money, and couldn’t believe that nothing was being done for the water damage to our home. We ended up having to finance a more expensive fridge and we denied the warranty, because this one proved to cause more problems for us in the end. I posted about this on Facebook and have had several people advise me to go after RC Willey with an attorney to cover the damages that happened to my home. I get that the warranty did not cover home damage, however, my home would not have been damaged if this situation would have been handled properly. The rude woman that called me made a big mistake when she told me that our fridge was deemed “unrepairable” by the service man a MONTH ago!!!! I don’t care who’s fault that was, but it wasn’t ours, and they need to make it right! Our deductible is $1000 and I’m not going to file a claim, because the floor repair will come in just under that. Our story became well known by several in the store the other night, because everyone was shocked at how poorly we were being treated. A complete disappointment by a company that’s supposed to have such a great reputation. We will never shop there again, and this issue is not over.
Sincerely,
[redacted]
The claim had been sent to our flooring department to go out and look at Mr. [redacted]'s flooring damage, but this was not the type of flooring they are able to repair and we had to find another way to assess the damage. RC Willey has since sent an independent adjuster out to the [redacted] residence to verify all of the damage to the floor and to provide us with an estimate for repairs. The adjuster was supposed to be out to the [redacted] residence on 8/7/2017. Once we receive their report back we will follow up with Mr. [redacted] to review the adjusters findings and to make a settlement offer to resolve the damages. We sincerely apologize for any delays in getting this resolved in a timely manner. We are reviewing our claims process in order to better accommodate our customers and their needs. Best Regards,Taylor P[redacted]Claims SupervisorRC Willey Home Furnishings
RC Willey does offer multiple financing plans to our customers including a regular interest bearing plan, a 6 month, deferred interest plan, a 12 month deferred interest plan, and a 18 month deferred interest plan. The regular revolving plan is available every day to our customers. The 6, 12,...
and 18 month plans are also available everyday to our customers who make a qualifying minimum purchase. For the 6 month plan the minimum purchase amount is $300.00. A minimum purchase of $1,000.00 is required to qualify for our 12 month financing, and a minimum purchase of $2,000.00 or more would qualify for our 18 month plan. If a customer makes a purchase one month for only $500.00, that amount would qualify for our 6 month finance plan with a required minimum payment. If two months after the initial purchase, our customer makes and additional purchase of $1200.00, that purchase would qualify for 12 month financing and would then create its own minimum payment for that plan. subsequent purchases qualifying in either plan would only be added to the remaining balance of that plan which may change the payment amount on that plan, but would not create an addition payment.By law, any creditor who offers interest deferred financing must require a minimum monthly payment (not equal payments) on each deferred interest balance. Once the minimum payments on each plan have been satisfied, our customers are welcome to apply any excess payment amounts to whichever plan balance they would like. Regardless of whether a interest deferred balance is expiring, the minimum payments must be met on all the plans or it will result possible late fees or interest. Because the minimum payments are mandated by Federal law, RC Willey is not at liberty to change the minimum payment requirements on separate financing plans.
Complaint: [redacted]
I am rejecting this response because:When I asked Jason about the store's liability because Danny had told us to glue the flooring he told me I had no proof, he had implied that my word would hold no credit. I now have proof that Danny says that you can "glue flooring if needed". The boards are not glued down as implied in Rc Willeys response. It appears this particular flooring type may have been a one time purchase by Rc Willey, however this should not limit their willingness to stand behind a product that they sold or to give a little more credit to the old motto of "the customer is alway right" and at least consider that the flooring may be faulty and that their salesman has been giving out bad advice. When I spoke with Jason last week he had stated that foot traffic would have been the culprit, because of the location of the issue, now he is blaming the laundry...? Yes the closest water source to the peaking is the laundry room, but the flooring by the laundry room is not the issue. the issue started at least 5-10 feet away from all water sources. I feel this may be easily resolved by sitting down with an Area Manager at Headquarters in Salt Lake and the evidence I have as now both Dannies and Jason's statements are changing, to cover their liability. Sincerely,Michelle B[redacted]
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]
Revdex.com: I AM SO HAPPY!!! RCWILLEY Quickly repaired my warranted item...
and returned it to my home! I am a fan for life. Nice when a company stands by their word!
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]
Complaint: [redacted]
I am rejecting this response because:They came out today to fix ice maker, and it still is...
not fixed. The tech left after two hours and said it could not be fixed, or he needed more parts. No follow up and still no resolution after three weeks.
Sincerely,
David C**
Our customer's complaint has been reviewed and verified. The RC Willey associate who took the disputed payment has made contact with our customer, resolved the complaint and refunded the fee to our customers' account.