Silica Hardware, Inc.

Hello,In response to this complaint, the owner of our company called the customer immediately and helped him with his grill issue and it is now working. The owner also spoke to our customer service department and made them aware that a customer should not have to bring a large grill in for
servicing, instead they should have set up a time to have our delivery department pick it up and bring it in to our shop. We believe all issues have been addressed and taken care of to the customer's satisfaction. Thank you,*** ***
Operations Manager

Dear Ms. S[redacted]I received your email concerning complaint ID11894893 today (01/10/2017).  In talking with my service manager, we were at the customer's house on 12/27/2016 and provided service to fix his refrigerator.  I had my service manager follow up with a phone call today...

and confirmed that the customer is completely satisfied with the service and that everything is working to his expectations.Please do not hesitate to call if you need any further information concerning this complaint.Thank you.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

Review: I bought a brand new refrigerator, dish washer, and stove. When they delivered the appliances they left a gouge in our front closet door which is very obvious because it is right next to the front door. The doors on the refrigerator don't close correctly. The left door slams shut, the right door you have to push hard to get it to close. A repair person showed up and said they had to order parts. 2 weeks later a second repair person came with the parts, but did not know what do to with them. He returned to the store to look at one there, then back to our house to say he was going to a second store because the first did not have one for him to look at. He never did return after that. I called again to let them know that nothing had been done but was told everyone was gone for the day but that they would leave a message. The following Monday the service manager called and wanted to set up a appointment for Wednesday. I had plans to leave for vacation on Wednesday. He then wanted me to wait another week till the following Monday. I would like to get this resolved before I leave for vacation, so I am having to delay leaving for vacation to wait for them to show up. I am not sure why a new refrigerator would need parts. But the store manager told me this happens often which raises a flag right there. Then they send a repair person who doesn't know what to do with the parts once they receive them. I would think they should know what to do before they show up and not have to run from store to store and then not return. Another person was suppose to call me regarding the damage to our front closet door, but as of today nobody has called.Desired Settlement: I would like the refrigerator door to work properly. I would like the front closet door repaired, in a timely fashion.

Business

Response:

Review: I visited Beaver Dam Silica on Aug 28 and discussed with [redacted]' (a salesman) about a wash machine repair.

A serviceman'[redacted]' came to our home on Sept 2. He decided to take some of our towels along with him to have the Silica laboratory view the items to determine the cause of our problem and stated he would call me within a few days.

I contacted the service dept on Sept 5 and they did not yet have an answer but would call me to update the progress.

I contacted them again on Sept 9 and was told the same thing and was told they would contact me that day.

I called the Beaver Dam store on Sept 17 and talked to '[redacted]', the salesman that I had initially spoken with and asked if he could help resolve the issue or at least find out from the serviceman what the update was. [redacted] assured me that he would contact the service dept and also call me back that same day.

Today is Sept 25 and I have yet to hear from any member of the Silica business. They have not fixed the problem. Thay have not returned the towels. They have not contacted me in any manner.

I have been the one to initiate all calls and have not had any return calls even after many promises from their representatives.Desired Settlement: We want to know what the laboratory found (if, indeed, the articles were taken there). We have purchased from them many times and also bought a refrigerator in August. We deserve some respect and the courtesy of return calls.

Business

Response:

I am responding to the letter I

received concerning the complaint from Ms. [redacted].

First I want to let you know that I

discussed this issue with [redacted], the President of Silica. He personally addressed this issue with our

service manager. It appears there was a

breakdown of communication between the service technician and the service

manager, and this is completely unacceptable on how we would handle any of our

customers.

Ms. [redacted] provided us some towels

that appeared to be discolored from her wash machine. We did send those towels to a laboratory –

Phoenix AMD International, Canada.

Phoenix AMD will test the content of film on the towels. We should have communicated that to Linda,

but failed to do so. We are still

waiting for the results from the laboratory.

Our service manager has contacted

Ms. [redacted] and she is now up to date on where we are with this issue. We sincerely apologize for not properly

communicating with her and hope to have this resolved quickly.

I can be reached at [redacted] with any further questions.

Sincerely,

Comptroller