Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meOn Monday, September 18th Appliance Factory did remove the defective washer and dryer and delivered another brand for me
Sincerely,
*** ***
As two of our technicians went out to diagnose they discovered that the junction box was never mounted properlyDue to this install error, unfortunately, the opportunity for damage was present and we are not liable for any damage that may have occurred due to the improper installation of the
junction box
To whom it may concern: As originally stated, due to the length of time that the refrigerator has been in the *** household, Appliance Factory is unable to return or exchange the unit that is currently in use in his garage.As was advised in our first response, we are willing to work with Mr*** on pricing for a garage ready model. We've located an Out of Box unit, as was the ** unit that he purchased originally, of a *** model that we will be contacting him to discuss. While we won't be able to return the ** unit, we believe the pricing we will be able to offer this unit at should be sufficient to resolve the situation. He will be able to do whatever he deems necessary with the ** unit, and possibly recoup part if not all of what he paid for it
Dear Mr***, ** has left a message today on your cell phone to schedule an appointment with youWe will be servicing the unitWe cannot provide an exchange without the unit being deemed as irreparableWe will be taking care of you and expedite the service and have the door repaired immediatelyPlease contact the ** representative back so we can get this taken care of. Thank you,Lindsey
February 10, Denver/Boulder Revdex.com Cherokee Street Denver, CO Attn: Stephanie Sudduth RE: *** *** *** Case# *** MsStephanie Sudduth, Thank you for forwarding the response letter to us from Mr*** *** ***. The letter stated he has difficulty getting his repair completed; a manager would not call him back and does not like our scheduling system. I have responded to the request to speak with a manager. I have left a message on 1/22/16, with no response from consumer. I then spoke directly with MsCusack on 2/01/addressing the service requestsOur system sets scheduling based on addresses of requested service calls, preventing technicians from running back and forth across cities. This reduces inefficiency and allows us to service more consumers. The consumer is made aware that they will receive a phone call the night before providing a hour window when the technician will arrive at their home. Allowing the consumer to make necessary arrangements for the next dayAt this time the consumer is scheduled for 2/24/and will receive a call on 2/23/providing him with a hour window for the technician to arriveSincerely, Merlyn Ballou Brand Source Services
Initial Business Response /* (1000, 6, 2015/10/25) */
As the customer stated she was having an error code appear on the washerThe manufacture requires under their warranty that appliance need to be serviced and they the manufacture have the sole authority to return an appliance that has been
used in a homeA high efficiency machine needs to be loaded differently than a traditional wash machineThis has been explained to the customer and if used properly the machine does not have any serviceable issuesWe do have a presidents hotline for a customer to escalate an issueIn most cases you *** have to leave a message and *** be contacted within 24-hours depending on if the call falls on a weekendWe would like to help the customer in anyway we can including having her come in so we can demonstrate how to load the machine so he *** be happier with the operationThe year major component warranty has been mailed twice to the customer and I have even offered to email a copy to them
Initial Consumer Rebuttal /* (3000, 8, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
the washer has been loaded according to the procedureWe called twice to have it service, the 1st time the company stated it was customer error, it was notThe 2nd time we called, the company stated to confirm the washer is being loaded properlyIt has been and the washer continues to move during the washing, spinning cycles and still doesn't drain the water entirelyThe manager *** has NOT to this date mailed the warranty and has never offered to email itWe are still having issuesWe shouldn't have to be concerned about a product with issues less than week oldWe want a new washer or a refund
Final Business Response /* (4000, 11, 2015/10/29) */
I would be more that happy to send a photo of the receipt to Mrs *** on her email as I had previously offeredTo this date the service calls that have gone out have not identified any issues with the washerThe service tech has shown the customer how to load the machine to avoid the movement she is experiencingThe manufacture would have to authorize an exchange and they are claiming that the unit is working as designed
Dear Mr***, We apologize that your experience with us has been unsatisfactory and for any inconvenience this may have causedOur install team will be contacting you to arrange a time to get this install completed.Thank you for your business. Appliance Factory & Mattress
Kingdom
I called Jeff at 3pm on Wednesday 11/9/once I was made aware of his concerns and left a voicemail with my cell phone number to return my call if he wanted to discuss any further.*** ***Director of OperationsAppliance Factory Mattress Kingdom
I spoke with *** earlier today and have begun the process of evaluating the situation and bringing it to resolution *** will receive a follow up call this afternoon with a more specific plan to rectify this moving forward
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Tell usRevdex.comWe received a call from *** ***-*** in regards to being Red Tagged by *** ***. The customer said the reason for the Red Tag was a faulty dryer vent. I told her this information was new to me and I would research. I asked the customer to send me pictures of
the vent that was installed 12.05.2016. I received copies of the Red Tag and pictures and we set up our delivery team to go out and evaluate the situation. Our delivery department has been dispatched for Tuesday 4.24.18, time window 8:am and 10:AMwhy here
We are truly sorry that our associate made a mistake in the ordering process of this fridgeBecause of the mistake we have refund $back to ** *** which is what he was asking for to keep his current fridgeWe also offered to return the wrong fridge and deliver the one he wanted while paying
the market price for itWe have worked very hard as you can see to rectify this with this customer
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me Although I am happy with the outcome of a full refund, I am frustrated that this resolution could not have been reached sooner and without a complaint having to be filed I will not do business with them in the future
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:When I called to schedule a third visit for the same issue (dishwasher not draining properly) I was told by different people that they would order a hose and I specifically asked if there would be any charges and they both told me the only fee I would be responsible for, would be $for the cost of the hose That is what I told my landlord A few days later they called, telling me the hose was in, and I scheduled a visit On the visit on 8/11/16, I did not clean out the dishwasher of any of the the water sitting at the bottom, because frankly I was sick of doing it Each of the two other visits, they did not have to clean out any water, because there was none, I did it prior to their visits (mostly because I didn't want the water to stink up my house-I have pics on my phone of the water, if that is needed) This time they actually had to get a vacuum and suck it out, which I believe is the way they finally found the problem with the dishwasher after months of "mis-diagnosis" I am positive of this because he found olive seeds, which I have not had olives literally in months!!!!! The repair man NEVER told me that they would charge $for that visit, before, during or at any time, until at the end when he was being quite rude and typing furiously he said the charge would be $ As he was walking out my door he made a rude re-mark and I said I am reporting him to his manager He started yelling "I don't care, call him" as he crossed the street. Oh and the hose was never replaced.On a side note.The repairman, was rude and made me uncomfortable, I was glad I had a friend with me as I am a single woman
Sincerely,
*** ***
We have set up an exchange for Bernice Copeland to replace the defective unit We have confirmed with her and she is happy with the solution We have a call into her to set up a delivery time, at that time we will remove the the defective unit and replace with a new gas dryer
***,I are truly sorry for the frustration and inconvenience that you experienced with your recent purchaseI am very sorry to hear about the injury to your ankle and wish you a speady recovery The first two refrigerators that were delivered were floor displays and to have two of them not
work is highly unusual The reason that we had service come was that the hope was that it was an easy fix When this was not the case we had to come up with a second optionWe no longer had any floor displays left so you were offered a new in box piece a significant discount The other options were to reselect to another refrigerator without the family hub were you would have received money back or you were offered a full refund With those choices in mind you selected the more expensive refrigerator and we delivered the next day Again I am sorry about the hassle that this caused you and your family
Unfortunately at a management level we were not made aware of the issue with this customer. The customer has already been contacted and we will be offering her a refund in the amount of the rebate for $
Complaint* ***
I am rejecting this response because: I don't believe they will do what they said. I have had their statement that I would be paid $for about a month and a half. They are now saying it takes time to write a check. That's laughableI have written two letters to the founder, spoken with the salesman and his manager, emailed the president's hot line and written to the Revdex.com. That's all I'm doing, my time is too valuable to worry any further about $35.00. I do appreciate the Revdex.com's interference in this matter
Sincerely,
Harold Dellinger
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meOn Monday, September 18th Appliance Factory did remove the defective washer and dryer and delivered another brand for me
Sincerely,
*** ***
As two of our technicians went out to diagnose they discovered that the junction box was never mounted properlyDue to this install error, unfortunately, the opportunity for damage was present and we are not liable for any damage that may have occurred due to the improper installation of the
junction box
To whom it may concern: As originally stated, due to the length of time that the refrigerator has been in the *** household, Appliance Factory is unable to return or exchange the unit that is currently in use in his garage.As was advised in our first response, we are willing to work with Mr*** on pricing for a garage ready model. We've located an Out of Box unit, as was the ** unit that he purchased originally, of a *** model that we will be contacting him to discuss. While we won't be able to return the ** unit, we believe the pricing we will be able to offer this unit at should be sufficient to resolve the situation. He will be able to do whatever he deems necessary with the ** unit, and possibly recoup part if not all of what he paid for it
Dear Mr***, ** has left a message today on your cell phone to schedule an appointment with youWe will be servicing the unitWe cannot provide an exchange without the unit being deemed as irreparableWe will be taking care of you and expedite the service and have the door repaired immediatelyPlease contact the ** representative back so we can get this taken care of. Thank you,Lindsey
February 10, Denver/Boulder Revdex.com Cherokee Street Denver, CO Attn: Stephanie Sudduth RE: *** *** *** Case# *** MsStephanie Sudduth, Thank you for forwarding the response letter to us from Mr*** *** ***. The letter stated he has difficulty getting his repair completed; a manager would not call him back and does not like our scheduling system. I have responded to the request to speak with a manager. I have left a message on 1/22/16, with no response from consumer. I then spoke directly with MsCusack on 2/01/addressing the service requestsOur system sets scheduling based on addresses of requested service calls, preventing technicians from running back and forth across cities. This reduces inefficiency and allows us to service more consumers. The consumer is made aware that they will receive a phone call the night before providing a hour window when the technician will arrive at their home. Allowing the consumer to make necessary arrangements for the next dayAt this time the consumer is scheduled for 2/24/and will receive a call on 2/23/providing him with a hour window for the technician to arriveSincerely, Merlyn Ballou Brand Source Services
Working with customer to resolve issue through repair process
Initial Business Response /* (1000, 6, 2015/10/25) */
As the customer stated she was having an error code appear on the washerThe manufacture requires under their warranty that appliance need to be serviced and they the manufacture have the sole authority to return an appliance that has been
used in a homeA high efficiency machine needs to be loaded differently than a traditional wash machineThis has been explained to the customer and if used properly the machine does not have any serviceable issuesWe do have a presidents hotline for a customer to escalate an issueIn most cases you *** have to leave a message and *** be contacted within 24-hours depending on if the call falls on a weekendWe would like to help the customer in anyway we can including having her come in so we can demonstrate how to load the machine so he *** be happier with the operationThe year major component warranty has been mailed twice to the customer and I have even offered to email a copy to them
Initial Consumer Rebuttal /* (3000, 8, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
the washer has been loaded according to the procedureWe called twice to have it service, the 1st time the company stated it was customer error, it was notThe 2nd time we called, the company stated to confirm the washer is being loaded properlyIt has been and the washer continues to move during the washing, spinning cycles and still doesn't drain the water entirelyThe manager *** has NOT to this date mailed the warranty and has never offered to email itWe are still having issuesWe shouldn't have to be concerned about a product with issues less than week oldWe want a new washer or a refund
Final Business Response /* (4000, 11, 2015/10/29) */
I would be more that happy to send a photo of the receipt to Mrs *** on her email as I had previously offeredTo this date the service calls that have gone out have not identified any issues with the washerThe service tech has shown the customer how to load the machine to avoid the movement she is experiencingThe manufacture would have to authorize an exchange and they are claiming that the unit is working as designed
Dear Mr***, We apologize that your experience with us has been unsatisfactory and for any inconvenience this may have causedOur install team will be contacting you to arrange a time to get this install completed.Thank you for your business. Appliance Factory & Mattress
Kingdom
I called Jeff at 3pm on Wednesday 11/9/once I was made aware of his concerns and left a voicemail with my cell phone number to return my call if he wanted to discuss any further.*** ***Director of OperationsAppliance Factory Mattress Kingdom
I *** *** will call the customer, and get her refund done today 6-24- I apologize for any inconvenience that this may have caused the customer
I spoke with *** earlier today and have begun the process of evaluating the situation and bringing it to resolution *** will receive a follow up call this afternoon with a more specific plan to rectify this moving forward
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Tell usRevdex.comWe received a call from *** ***-*** in regards to being Red Tagged by *** ***. The customer said the reason for the Red Tag was a faulty dryer vent. I told her this information was new to me and I would research. I asked the customer to send me pictures of
the vent that was installed 12.05.2016. I received copies of the Red Tag and pictures and we set up our delivery team to go out and evaluate the situation. Our delivery department has been dispatched for Tuesday 4.24.18, time window 8:am and 10:AMwhy here
We are truly sorry that our associate made a mistake in the ordering process of this fridgeBecause of the mistake we have refund $back to ** *** which is what he was asking for to keep his current fridgeWe also offered to return the wrong fridge and deliver the one he wanted while paying
the market price for itWe have worked very hard as you can see to rectify this with this customer
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me Although I am happy with the outcome of a full refund, I am frustrated that this resolution could not have been reached sooner and without a complaint having to be filed I will not do business with them in the future
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:When I called to schedule a third visit for the same issue (dishwasher not draining properly) I was told by different people that they would order a hose and I specifically asked if there would be any charges and they both told me the only fee I would be responsible for, would be $for the cost of the hose That is what I told my landlord A few days later they called, telling me the hose was in, and I scheduled a visit On the visit on 8/11/16, I did not clean out the dishwasher of any of the the water sitting at the bottom, because frankly I was sick of doing it Each of the two other visits, they did not have to clean out any water, because there was none, I did it prior to their visits (mostly because I didn't want the water to stink up my house-I have pics on my phone of the water, if that is needed) This time they actually had to get a vacuum and suck it out, which I believe is the way they finally found the problem with the dishwasher after months of "mis-diagnosis" I am positive of this because he found olive seeds, which I have not had olives literally in months!!!!! The repair man NEVER told me that they would charge $for that visit, before, during or at any time, until at the end when he was being quite rude and typing furiously he said the charge would be $ As he was walking out my door he made a rude re-mark and I said I am reporting him to his manager He started yelling "I don't care, call him" as he crossed the street. Oh and the hose was never replaced.On a side note.The repairman, was rude and made me uncomfortable, I was glad I had a friend with me as I am a single woman
Sincerely,
*** ***
We have set up an exchange for Bernice Copeland to replace the defective unit We have confirmed with her and she is happy with the solution We have a call into her to set up a delivery time, at that time we will remove the the defective unit and replace with a new gas dryer
***,I are truly sorry for the frustration and inconvenience that you experienced with your recent purchaseI am very sorry to hear about the injury to your ankle and wish you a speady recovery The first two refrigerators that were delivered were floor displays and to have two of them not
work is highly unusual The reason that we had service come was that the hope was that it was an easy fix When this was not the case we had to come up with a second optionWe no longer had any floor displays left so you were offered a new in box piece a significant discount The other options were to reselect to another refrigerator without the family hub were you would have received money back or you were offered a full refund With those choices in mind you selected the more expensive refrigerator and we delivered the next day Again I am sorry about the hassle that this caused you and your family
Unfortunately at a management level we were not made aware of the issue with this customer. The customer has already been contacted and we will be offering her a refund in the amount of the rebate for $
Complaint* ***
I am rejecting this response because: I don't believe they will do what they said. I have had their statement that I would be paid $for about a month and a half. They are now saying it takes time to write a check. That's laughableI have written two letters to the founder, spoken with the salesman and his manager, emailed the president's hot line and written to the Revdex.com. That's all I'm doing, my time is too valuable to worry any further about $35.00. I do appreciate the Revdex.com's interference in this matter
Sincerely,
Harold Dellinger