Rk Home Enterprises

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]

Hello, I received a complaint today that was submitted on 4/28, the id# is [redacted] This issue was resolved on 4/28, as we exchanged the customers item for herI contacted the customer by phone today to verify she was pleased with the replacement/resolution we provided and she isPlease let me know if any other information is needed in regard to this closed complaintThanks so much! [redacted] , owner RK Home Enterprises DBA Appliance Wholesalers

First I would like to note we are a scratch and dent store This is noted on marketing throughout our store as well as on our products and on our receipt We sell merchandise at a deep discount which is significantly below retail, and these items do have a manufacturer warranty These items are purchased directly from the manufacturer and contain cosmetic imperfections including scratches, dents, missing interior shelving, etc This is why they are sold at a discount The refrigerator purchased was sold in the original packaging and the customers found a dent on the back of the refrigerator up on delivery, this imperfection does not affect the appearance of the item once placed in the home nor the mechanical workings of the item The customer did contact the store on Saturday 9/after 3pm Like most businesses, we only have sales associates staffing the store on weekends; we do not have technicians working on the weekends so we made note of service request and also notified the customer they may contact Whirlpool for service since their item has a full manufacturer warranty, or we could send our tech the following weekRequesting service from the manufacturer would be at no cost to the customer and would have happened in the same time frame or quicker than we would be able to dispatch our technician In any case, we sent a technician on Monday 10/in the afternoon and he found that a water connection under the unit had come loose This can happen during moving of the unit for delivery/install This problem was a very simple fix and was not related to the cosmetic imperfection on the back of the unit This issue was resolved in less than one business day from the report of the issue from the customer As of 10/this customer is satisfied to the best of my knowledge and this issue has been resolved

Complaint: [redacted] The business just called me and asked me what appliances go whereThey still have no clue as to what's going onThey asked me what I ordered and said the order that I gave them was not the order on the sheet they hadAfter hours and hours of what I thought was clear communication there is still incompetence on the other endThis is patheticI am demanding my money back thru the vendor and if that doesn't work the CC company Sincerely, [redacted] ***

This customer has been refundedHe was extremely unreasonable and was dissatisfied because the delivery driver contacted him to verify delivery detailsThis is standard practice from any delivery companyOur return policy is typically no refunds, we exchange or give store credit, however we were more than happy to go give this customer a refundThis customer is unreasonable and rude

This customer was refunded for his purchase amountWe do not offer installation, though we did recommend an installerThis customer opted for delivery and chose to install the dishwasher himselfHe had difficulty installing the unit so I even sent a technician at no charge to try to assistThe unit was installed improperly and as a result the unit was damagedIt was after this point the customer brought to our attention it was the incorrect unitHe damaged the product and I still accepted the unit for return and processed a refundHe inquired about receiving a refund for his delivery fee, but that fee was not collected by my company, he directly paid a delivery vendor his delivery feeThe delivery vendors are not employed by me, and do need to be paid for their time/work regardless of any issues with the productI also sent a technician to try to assist this customer, and this technician was not compensated for his time by the customer, I had to pay him directly for his services

Our technician did a service call on 12/to diagnose the issue and subsequently repaired ***' Kitchenaid refrigerator on Wednesday 12/I also sent the customer a grocery store gift card to help cover the cost of lost groceriesWe regret that the customer had a bad initial experience but
we feel confident the customer is now satisfied

Complaint: ***
I am rejecting this response because:
this is a outright lie, they do not advertise that they are a scratch and dent store, and I do not have a dent on the back of my appliance I have smashed corners on both sides of the refrigeratorthey sent out a repair man and he did fix the leaking water problem but now the freezer has a build up of major frost all over the inside, it looks like it needs to be defrostedI have not called the store back, I really just don't want to deal with them anymorei don't know how he can say that an almost 1,dollar refrigerator is such a great price when I purchased one with no bells or whistles on it, only a ice maker in the freezer. I know there is no way I am going to come out ahead with this company, they simply don't carethey never even offered to replace it.
Sincerely,
*** ***

This customer received an exchange for both her washer and dryer on December 6. A technician was sent to the customer's home on 12/to make the repairs, and also went again on 12/5, it was determined the missing part would need to be ordered so a swap of both units was authorized. We
delivered a new set to the customer at no charge, though she picked up the unit initially. This customer is satisfied to the best of my knowledge

Initial Business Response /* (1000, 9, 2015/07/31) */
We have already went there to charge the refrigerator to get it to work temporarilyWe are now going to back to repair the fridge and he is schedule for the repair next weekWhen I spoke to him he made no comments about the spoiled
food

We refunded her on 3/14/The issue has also been resolved

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 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]

This customer came to our warehouse as a repeat customer, which would signify to me he is aware that we are scratch and dent and also would make him aware of our warranty/exchange policy. In any case, this customer chose and purchased a Samsung counterdepth French door which retails for $1899-$2110...

 at various national retailers. We sold the fridge to him at $1100 with taxes and fees the total was $1219.22. In my opinion a savings of $799-$1010 is quite substantial for a unit purchased in the original packaging. It is also my opinion that the unit was never removed from the original packaging as it was returned with the wrap/packaging in tact. The LCD screen the customer is referring to was still covered in the factory plastic wrap so it was not "cloudy", it was never removed. (Photo attached) The customer also mentions an issue with the water dispenser, this could have been due to shipping and the customer also picked up the item instead of receiving delivery and installation.  As soon as we were notified of the water issue, we scheduled a tech to come out and take a look ( same day service)  but never had a chance to go as the customer brought the unit back.   Our policy has always been fix or replace no refunds; this customer did not request a refund he demanded one, and brought the item back without any conversation with owner or store leadership.  His purchase was made on a Saturday and he brought the fridge back on Monday morning, not exactly a reasonable timeframe. Again this customer demanded a refund,  and when I told him that is not our policy he  stated he had reviewed  previous Revdex.com complaints and that "he knows" that we will give him his money back.  He also threatened me by saying his next steps would be to contact the Attorney General.  I feel I was bullied in this situation into breaking our store policy because the customer had "buyers remorse".  He had notified me that he had already purchased another refrigerator over the weekend,  again pressuring me to do the full refund.  In any case the refund was completed for his full amount on 2/7.  I complied with the customers demands as well as asked him to politely respond to his Revdex.com complaint he initiated (as his demand, not request, was satisfied) but I see he has yet do so.  I feel this complaint was unfair and was only done so in order for him to get a refund, and should not have a bearing on our rating.

Complaint: [redacted]
The business just called me and asked me what appliances go where. They still have no clue as to what's going on. They asked me what I ordered and said the order that I gave them was not the order on the sheet they had. After hours and hours of what I thought was clear communication there is still incompetence on the other end. This is pathetic. I am demanding my money back thru the vendor and if that doesn't work the CC company. 
Sincerely,
[redacted]

This customer has been refunded. He was extremely unreasonable and was dissatisfied because the delivery driver contacted him to verify delivery details. This is standard practice from any delivery company. Our return policy is typically no refunds, we exchange or give store credit, however we were more than happy to go give this customer a refund. This customer is unreasonable and rude.

Last week she came in the store and she picked out a different item and we switched it out for her. The issue has been resolved.

First I would like to note we are a scratch and dent store.  This is noted on marketing throughout our store as well as on our products and on our receipt.  We sell merchandise at a deep discount which is significantly below retail, and these items do have a manufacturer warranty. ...

These items are purchased directly from the manufacturer and contain cosmetic imperfections including scratches, dents, missing interior shelving, etc.  This is why they are sold at a discount.  The refrigerator purchased was sold in the original packaging and the customers found a dent on the back of the refrigerator up on delivery, this imperfection does not affect the appearance of the item once placed in the home nor the mechanical workings of the item.  The customer did contact the store on Saturday 9/30 after 3pm.  Like most businesses, we only have sales associates staffing the store on weekends; we do not have technicians working on the weekends so we made note of service request and also notified the customer they may contact Whirlpool for service since their item has a full manufacturer warranty, or we could send our tech the following week. Requesting service from the manufacturer would be at no cost to the customer and would have happened in the same time frame or quicker than we would be able to dispatch our technician.  In any case, we sent a technician on Monday 10/2 in the afternoon and he found that a water connection under the unit had come loose.  This can happen during moving of the unit for delivery/install.  This problem was a very simple fix and was not related to the cosmetic imperfection on the back of the unit.  This issue was resolved in less than one business day from the report of the issue from the customer.  As of 10/4 this customer is satisfied to the best of my knowledge and this issue has been resolved.

This customer was refunded for his purchase amount. We do not offer installation, though we did recommend an installer. This customer opted for delivery and chose to install the dishwasher himself. He had difficulty installing the unit so I even sent a technician at no charge to try to assist. The...

unit was installed improperly and as a result the unit was damaged. It was after this point the customer brought to our attention it was the incorrect unit. He damaged the product and I still accepted the unit for return and processed a refund. He inquired about receiving a refund for his delivery fee, but that fee was not collected by my company, he directly paid a delivery vendor his delivery fee. The delivery vendors are not employed by me, and do need to be paid for their time/work regardless of any issues with the product. I also sent a technician to try to assist this customer, and this technician was not compensated for his time by the customer, I had to pay him directly for his services.

We are a scratch and dent discount store so as such our items will have known issues, such as a door alignment problem or a dent.  These imperfections are why the items are discounted.  This unit was sold with the full manufacturer's warranty in place, which is one year, not 30 days. ...

I'm not sure what warranty this customer is referring to, our items are sold with the full warranty, not 30 days.  Any mechanical issue reported by this customer would be covered under the manufacturer, Maytag, and repaired by or replaced by Maytag.  I have reached out to this customer by phone to see if I can be of further assistance.