Sebago Motors Annex

Initial Business Response /* (1000, 5, 2015/09/17) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]@mcdonaldshomehardware.com
As per her complaint [redacted] did buy and pay for her 18 cu ft ([redacted]) refrigerator and delivery on September 3rd. As per...

[redacted]s complaint we delivered a 2nd identical refrigerator to her on September 4th. While I'm sure this was very helpful for [redacted] this 2nd refrigerator should not have been delivered. We ma*e every to provide great customer service and have done so successfully for 23 years. Like every other retailer in the city , however, we do have to follow manufacturers warranties. As with most products, appliances are covered under a manufacturers warranty. Appliance manufacturers are very specific as to how warranty issues are to be dealt with. Understandable, as these are not $20 items we are dealing with. Typically when issues are identified customers are as*ed to contact the manufacturer using the 1-800 number provided in the warranty manual. In this particular case - not knowing any better -[redacted]) delivered a second refrigerator to [redacted] home. I received a call from [redacted] on Tuesday September 8th advising me that the second refrigerator we delivered was also defective and she wanted it pic*ed up and a refund. I advised [redacted] that appliances are covered under a manufacturers warranty. It is always the manufacturers call if a refund can can be issued. This particular manufacturer insists that a qualified appliance repair technician inspect the appliance before proceeding any further. After speaking with [redacted] on September 8th it was agreed I would arrange to have an authorized repair technician drop by her home to have a look at her refrigerator. [redacted] mentioned she was OK to follow the process. I did arrange to have the local authorized repair technician drop by [redacted] home. The technician visited [redacted]s home on September 10th. The technician found [redacted] refrigerator to be in perfect working order.
When [redacted] original refrigerator was returned to our store it was plugged in and left running for days. It, too, was found to be in perfect working order. That unit has since been sold to another customer at a reduced price. This customer fully understands (and appreciated) why he got a discount.
While I am sorry to hear [redacted] is not happy with her refrigerator we are not in any position to refund a perfectly good operating unit. Had it been discovered that [redacted] unit was defective I would have been more than happy to go to bat for her as I have done for many customers over the years.

Initial Consumer Rebuttal /* (3000, 8, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
when purchased, there was no mention of no refund or exchange. 1st fridge was delivered by "one" delivery person and it was dropped from the trolly while being delivered. It was a loud bang. When plugged in, it was extremely noisy. I called the store and [redacted] heard the loud motor noise over the phone and said you can't live with that and she would replace the 1st fridge...There was no mention of warranty or no refund policy. 2nd fridge arrived (delivered by 2 people), unpacked by them. They told me to wait 24 hours before plugging it in and it too is noisy but not like the 1st one. We contacted the store and spoke to the [redacted] who did call the [redacted] technician. While coming in the door, the technician said he could hear the fridge but his purpose here was to ensure the fridge is in "working order" and it is. Yes it is but it is loud but it is working. We then contacted the store [redacted] to see if we could add more $$ to get a different fridge..not a refund but I will pay to upgrade and his response was no. There was never any mention of no refund or exchange at the time of purchase. There is nothing on either of my 2 receipts stating no refund or exchange. I was not aware at the time of purchase. I am not satisfied with the noise level of the refrigerator, the technician said it was loud (but in working order) and I was not made aware of the no refund or exchange policy. How can anyone sell a product and if the customer is not satisfied and not advised of the refund/exchange policy be permitted to do so?
Final Business Response /* (4000, 16, 2015/11/03) */
At the end of the day this customer has a 100% operational brand new [redacted] refrigerator. This was confirmed during an in home visit by a factory authorized technician. At the end of the day this customer received exactly what was paid for.
Final Consumer Response /* (4200, 18, 2015/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes, he is correct I did receive a 100% operational brand new [redacted] refrigerator which was confirmed during an in home visit by a factory authorized technician. The technician said as he walked in my door he could hear the fridge operating but he also said it was loud. Nothing he could do because it is operational and sympathized with us due to the loudness.
I did not know until I got it home how loud it was while 100% operational. Therefore; I am not 100% satisfied with the product and would like have it returned for a full refund. There is no where on my receipt nor was I told that this was a FINAL purchase NO REFUND. I would fully understand the stores position on the NO REFUND if I was aware of the policy prior to the purchase. At NO time did anyone tell me, nor is it on my receipt that once the product left the store and you are not satisfied, NO REFUND.
I am not satisfied and I want the fridge returned for a full refund.