Sherman's

I am rejecting this response because: No one in the [redacted] home gave any installer  permission to install the double ovens in any manner that was not Peoria County code correct.  We stated in all business meetings with Sherman's that all product needed to be done according to code as we may sell our home in the future.  Yes, I was upset that day.  The new ovens smelled terrible, like burning oil, Sherman's claimed in 30 minutes it would be gone.  Bosch explained to me that it could take up to a month.  Yes, I did think about switching out the ovens.  I asked for our salesperson to call me back.  If we had had one call back from Nate [redacted], we may have repurchased the ovens and dealt with the cost.  The smell is almost gone and now that they are correctly wired, I find that they work quite well.  How can you go into a home and wire items that are not to code?No letter from 2/21/18 was received at our home.  I will speak to the postmaster at the Dunlap Post office and file a report.Yes, I cashed your check.Thank you for providing me with the GE door bins that we paid for on 12/27/17.  I will look forward to their delivery some day.I was very excited to have a new kitchen.  Sherman's ruined this for both of us.I do not wish to hear from you again.

Hello,  Ms. [redacted] purchased a Bosch wall oven and GE fridge from us in February. The fridge was missing 4 bins for the LS of the door. The bins have been ordered on 1/31 & again on 2/27  to be sent directly to her home by the mfr and it has been explained to Ms. [redacted] that GE...

has experienced some shipping delays due to the relocation of a warehouse, but they will indeed be shipped directly to her home. Yesterday 3/8/18 after speaking w/Ms. [redacted] in regard to the bins we pulled a set of bins from a brand new fridge we have in stock and will be delivering those to her today. At this point Ms. [redacted] will now receive 12 bins for said fridge.  Ms. [redacted] was informed at the time of her purchase that her Bosch wall oven  that the wall oven is non returnable and non refundable. When our installer arrived to install the wall oven it was discovered the outlet was not in the proper location for install. Mr. [redacted] informed out technician to go ahead and install it and he would worry about the outlet later.  After the install Mrs. [redacted] called upset that she would have to have the outlet moved and stated that since she had to move the outlet she wanted to exchange the wall oven for a GE rather than a Bosch. I informed it exchange of the unit was not possible but that we would refund her install fee to help cover the cost of moving the outlet. Check 0906054 was issued on 2/22/18 in the amount of $187.49 and has been cashed by Ms. Spitz.  Copy of the check and the purchase receipt showing she paid a discounted fee for the install of both her dishwasher and wall oven are attached.  Ms. Spits has a one year warranty from the date of install of the wall oven that will be honored by Sherman's as an authorized Bosch servicer, this was proved to Ms. [redacted] in writing via US Postal service on 2/21/18 & will be provided to her again today via US Postal Service Certified Mail to ensure her receipt of said documents.

Initial Business Response /* (1000, 5, 2016/09/20) */
The customer reported their new washer as leaking during operation. Sherman's sent 3 techs and an appliance service manager to the home to inspect and diagnose the appliance. None of the technicians were able to verify that there had been any...

leak or evidence of a leak after running multiple tests and wash cycles. After completion of the diagnosis, it was determined that the washer was being overloaded causing splash over from the top of the wash tub. The customer was advised not to over load the unit.
The customer still reports leaking while unit is operating. Sherman's is allowing the customer to select a new unit with 100% of purchase price as credit.
Initial Consumer Rebuttal /* (3000, 7, 2016/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A new washer was installed today & it still leaves water on the floor. Sherman's is sending out someone Saturday to see what the problem is.
If that solves the problem We will let you know.
Final Business Response /* (4000, 9, 2016/09/27) */
After replacing the washer with a new unit, the customer reported that it was still leaking. We sent the asst. manager of appliance service out on 9/27/16 to investigate and he found that the customer's drain plumbing would leak when the washer was running the drain cycle. The leak stops when the washer is washing and/or not in use. Advised the home owner to contact a plumber to fix his drain pipe.

Initial Business Response /* (1000, 21, 2016/08/25) */
On 7/30, we received a call from [redacted] to report possible delivery damage during the delivery of her refrigerator. [redacted]., assistant customer service manager, contacted the drivers and was told that there was existing floor damage in...

the home and no additional damage had been caused at the time of delivery. Per our operating procedure when there is disputed damage, [redacted] scheduled our delivery management team to go out to investigate. The investigation was done on 8/1/2016 and was determined to be existing damage in some areas. The reported damage in front of the refrigerator had been protected with masonite during the delivery and therefore deemed to not have been caused by the drivers. [redacted] provided "before" photos that did not show the boards that had allegedly been damaged.
I spoke with [redacted] on 8/1/2016 to inform her that the damage was determined to not have happened at the time of delivery. [redacted] disagreed with the assessment, so I scheduled our furniture service manager to see if the damage in question was minor enough to be repaired quickly as a courtesy for the dispute. [redacted]., furniture service manager/wood repairer went out on 8/2/16 and was shown other areas that the customer also wanted repaired that were not accessed during the delivery, but that the customer reported were caused at the time of delivery as well. We declined to proceed with the courtesy repair at that time.
I followed up with [redacted] on 8/1 to explain that based on the finding that the damage was not caused by Sherman's, and that the areas would be too extensive for our wood repairer to touch up, I would offer a concession towards her recent purchase. [redacted] declined the $250 concession and reported that she would like to return the full purchase. I offered $750 to attempt to save the sale, but [redacted] refused and asked to speak with Paul Sherman.
Mr. Sherman spoke with [redacted] on 8/8/2016 and asked her to explain why she believed the damage was caused at the time of delivery. She reported that she had not seen that damage before the delivery, but admitted that masonite had been used during the delivery period. She did agree that the refrigerator was not put fully into place because her husband needed to make adjustments to an upper cabinet for the fridge to fit, so it was left in the middle of the kitchen floor at the end of delivery and her husband had to move it into place. Paul Sherman asked what [redacted] thought would be fair, based on the circumstances, and she decided to call back after discussing with her husband on 8/8/2016. I spoke with [redacted] again the same day and we settled on $1600 as settlement for the disputed damage.
I have attached the signed acceptance of this credit along with additional photos that were taking during the delivery and during the investigation.
:[redacted] Signed Release.pdf: