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 dryerOur web team responded to the complaint by asking for additional information in order to confirm his account information and purchaseMr [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 investigationA 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 fitHe also stated that he never moved or touched anything to do with the washerA 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 kitBased 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 lossOur claims examiner did attempt to contact Mr [redacted] to issue a denial at the end of December It was unknown whether that message was ever receivedMr [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 denialWe apologize if there was any lack of communication on our endBased on the information we have we stand by the denial of this claim at this timeIT 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: The delivery guy completely removed the washer and never used the tight fit attachment because he forgot it so he cut some ducting to fit (pic attached) I can show you pictures of the washer and dryer and you will see that it would be impossible for anyone to install the dryer without removing the washer Sincerely, [redacted]
Upon receipt of this complaint, it was forwarded to RC Willey Financial Services Billing office for review and resolution.Our customer is correct, the ball was dropped by RC Willey associates on at least two occasions, once when the credit account was set up (1/24/15) with an incorrect email address for e-statements, and again in June when the store was contacted about the issue and they failed to both correct the email address, the mailing address, and waive the accrued fees and restart the original purchase because of the errorAs of July 16th, the corrections have been made to ensure that our customer will begin receiving her monthly e-statements at her correct email address The original balance has been refinanced on the month financing plan that was originally requested The additional fees including accrued interest and the late fee assessed on May 15th have also been waived Now that the email address has been corrected, our customer is able to log into rcwilley.com and review her on-line account with us which I see she has done as of July 18th She will be receiving a monthly e-statement notification on the 11th of each month and her payments are due on the 5th of each month beginning September .5th, 2015.Be assured that no delinquency or negative notice has been made to the various credit reporting agencies regarding this account or its recent history We apologize for the concern this has raised with our good customer The account remains in good standing with RC Willey and we anticipate the opportunity to provide better service to this customer in the future
We have left two voice mails on the phones number from the account number posted which is ###-###-####We are willing to look in to the problems that Mrs [redacted] is referring to and see if there is anything we can do, as we stand by our productLook forward to hearing from the customer.Kelly G [redacted] ###-###-####
In reference to the complaint our drivers did incorrectly refer to the incident being an OSHA violation in which it is notOur 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 fridgeMr [redacted] did not have a shutoff valve behind the fridgeSpoke to Mr [redacted] and apologized for the miscommunication
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 year warranty on the fabric, as well as a 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 warrantyWe won't know the cost of parts until we know exactly what is needed and have contacted the manufacture for costsThe 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]
Complaint Case#: [redacted] Customer's service is completedThe furniture was repaired on 08/Our customer service followed up with the customer on 08/and they were satisfied with repairs
Our general manager has been in touch with and communicated with [redacted] and [redacted] via email about the issues with their flooring and their appliancesAn allowance was given to them due to the issues and the inconvenience and added to their accountThey were grateful for the help in addressing their concernsAdam
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 issuethe issue started at least 5-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 liabilitySincerely,Michelle B [redacted]
The service tech that was sent out determined that the TV was damaged by the customerOur warranty department returned the extended warranty to the customer since the customer would not be able to use it towards the TVOur store management reached out to [redacted] and was able to help with get a good deal on a TV
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 which was the original cost of the mattress
I talked with Mr [redacted] on Friday Sept4th & again today, Tuesday Sept8thAs requested I have refunded the amount to his credit card todayDeVon G [redacted] Manager - RC Willey Draper
Response to complaint from [redacted] .We have spoken with the [redacted] s We apologize that the merchandise did not meet their expectations Service has been ordered to repair in home A financial compensation was given The manufacturer has been contact in regards to the remote The situation is in process of being resolved We will follow through to ensure customer satisfaction.Tammy C***General ManagerRC Willey
Complaint: [redacted] I am rejecting this response because it was clearly RC Willey's fault that they didn't get my washer installed correctly (and thus causing water to leak and flooded my house) and they are now refusing to bear any responsibilityAs RC Willey is trying to be nasty and difficult, I will consider other legal alternatives to go after RC Willey if the Revdex.com can't really help me in this caseI will use KUTV and other social media platforms as means to make this go public so that my voice is heard and justice can be served Sincerely, [redacted] ***
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 dryerOur web team responded to the complaint by asking for additional information in order to confirm his account information and purchaseMr [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 investigationA 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 fitHe also stated that he never moved or touched anything to do with the washerA 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 kitBased 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 lossOur claims examiner did attempt to contact Mr [redacted] to issue a denial at the end of December It was unknown whether that message was ever receivedMr [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 denialWe apologize if there was any lack of communication on our endBased on the information we have we stand by the denial of this claim at this timeIT 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: The delivery guy completely removed the washer and never used the tight fit attachment because he forgot it so he cut some ducting to fit (pic attached) I can show you pictures of the washer and dryer and you will see that it would be impossible for anyone to install the dryer without removing the washer Sincerely, [redacted]
Upon receipt of this complaint, it was forwarded to RC Willey Financial Services Billing office for review and resolution.Our customer is correct, the ball was dropped by RC Willey associates on at least two occasions, once when the credit account was set up (1/24/15) with an incorrect email address for e-statements, and again in June when the store was contacted about the issue and they failed to both correct the email address, the mailing address, and waive the accrued fees and restart the original purchase because of the errorAs of July 16th, the corrections have been made to ensure that our customer will begin receiving her monthly e-statements at her correct email address The original balance has been refinanced on the month financing plan that was originally requested The additional fees including accrued interest and the late fee assessed on May 15th have also been waived Now that the email address has been corrected, our customer is able to log into rcwilley.com and review her on-line account with us which I see she has done as of July 18th She will be receiving a monthly e-statement notification on the 11th of each month and her payments are due on the 5th of each month beginning September .5th, 2015.Be assured that no delinquency or negative notice has been made to the various credit reporting agencies regarding this account or its recent history We apologize for the concern this has raised with our good customer The account remains in good standing with RC Willey and we anticipate the opportunity to provide better service to this customer in the future
We have left two voice mails on the phones number from the account number posted which is ###-###-####We are willing to look in to the problems that Mrs [redacted] is referring to and see if there is anything we can do, as we stand by our productLook forward to hearing from the customer.Kelly G [redacted] ###-###-####
In reference to the complaint our drivers did incorrectly refer to the incident being an OSHA violation in which it is notOur 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 fridgeMr [redacted] did not have a shutoff valve behind the fridgeSpoke to Mr [redacted] and apologized for the miscommunication
We have corrected the account to reflect the no interest payment planWe apologize for the mistakeWe appreciate your business
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 year warranty on the fabric, as well as a 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 warrantyWe won't know the cost of parts until we know exactly what is needed and have contacted the manufacture for costsThe 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]
Complaint Case#: [redacted] Customer's service is completedThe furniture was repaired on 08/Our customer service followed up with the customer on 08/and they were satisfied with repairs
Our general manager has been in touch with and communicated with [redacted] and [redacted] via email about the issues with their flooring and their appliancesAn allowance was given to them due to the issues and the inconvenience and added to their accountThey were grateful for the help in addressing their concernsAdam
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 issuethe issue started at least 5-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 liabilitySincerely,Michelle B [redacted]
This customer sent me an email and informed me on August 6th that the issue was addressedIt was taken care of by Tammy C***, our store general manager
We have contacted the customer and explained that as a one time courtesy we will exchange the table and it is scheduled for delivery 05/05/
Spoke to the customer and she is now aware she does need two foundations for a king size bedShe is happy
The offer that we provided for a % usage fee to return the furniture is our final offer
The service tech that was sent out determined that the TV was damaged by the customerOur warranty department returned the extended warranty to the customer since the customer would not be able to use it towards the TVOur store management reached out to [redacted] and was able to help with get a good deal on a TV
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 which was the original cost of the mattress
I talked with Mr [redacted] on Friday Sept4th & again today, Tuesday Sept8thAs requested I have refunded the amount to his credit card todayDeVon G [redacted] Manager - RC Willey Draper
Response to complaint from [redacted] .We have spoken with the [redacted] s We apologize that the merchandise did not meet their expectations Service has been ordered to repair in home A financial compensation was given The manufacturer has been contact in regards to the remote The situation is in process of being resolved We will follow through to ensure customer satisfaction.Tammy C***General ManagerRC Willey
I will contact our customer on 12/11/
Complaint: [redacted] I am rejecting this response because it was clearly RC Willey's fault that they didn't get my washer installed correctly (and thus causing water to leak and flooded my house) and they are now refusing to bear any responsibilityAs RC Willey is trying to be nasty and difficult, I will consider other legal alternatives to go after RC Willey if the Revdex.com can't really help me in this caseI will use KUTV and other social media platforms as means to make this go public so that my voice is heard and justice can be served Sincerely, [redacted] ***