S.K. Lavery Appliance Company

I had done business successfully with this company for years However, recently I had a poor customer experience One of the appliances that I ordered was not delivered with the others Repeated calls to the business yielded inconsistent reports about when the item would be delivered days after the item should have been delivered, I have yet to receive it

MESSAGE FROM BUSINESS:


class="" align="right">Complaint ID#: [redacted]
Company Name: S K Lavery Appliance Company
Company Contact Name: [redacted]
Company Contact Phone: [redacted]
Company Contact Email: [redacted]
Consumer's Name: [redacted]
Revdex.com Staff Member (if you know): [redacted]
Complaint Information: This customer did indeed buy a washer and dryer from us. Where the story is different is that the customer's prior dryer was hardwired so there was no outlet. The customer told the delivery team that he would handle the installation. The dryer apparently did in fact catch fire, however it was due to the customer putting the dryer cord on incorrectly. He had an outlet installed, attached the cord incorrectly which is what caused the fire. Then he wanted to say the unit was defective when it was actually his own fault. We went to pick up the dryer and would have gladly replaced it had it indeed been defective per the manufacturer's warranty. However the warranty doesn't cover a customer's error causing the unit to fail. We have been through three rounds with [redacted] on this and they've sided with us. It's probable that in the initial conversation on the phone with the customer that we said we would issue a refund, because if it was defective we would have replaced it or refunded his money. But he didn't tell us what really happened. We didn't ever agree to refund his money if he in fact caused the dryer to catch fire due to faulty installation. While we sympathize with the customer that this was a costly error on his part, he needs to accept responsibility for his own actions.
Business ID: [redacted]
Sent on: 3/7/2015 10:11:26 AM

Review: Overcharge of hours for repair work. They only worked for 1.5 hours. Insisted on charging me 2 hours. Was told they charge $35 ever 1/2 hour

Repairman very unprofessional. Called owner at store. He was worse. Yelled and screamed at me, called me cheap.

When repairman left one oven shorted out and still did not work.

Had to hire another repairman. Lavery repairman nicked a wire which touched the metal backplate of the oven causing it to shortout. Sloppy work.Desired Settlement: called credit card company to dispute house call charge. I refuse to pay for sloppy work from unprofessional people. Will never use again and will tell every person I know not to use them.

Business

Response:

Business Response /* (1000, 5, 2013/05/30) */

M r [redacted] has a lot of nerve putting a complaint against us. He has two five year old Viking ovens that both needed relay boards. He was quoted $400 for parts and $140 for labor, which he acknowledged by signing the service slip.Mr.[redacted] then proceeded to consistently call Viking, Our parts woman and my general manager trying to get the repair for free, even though the ovens were four years out of warranty and had no other service issues. Just to get rid of his incessant calling someone at Viking gave him a concession for parts.We went out and installed the parts, tested both ovens and then requested payment of $140 plus $8.89tax. Mr [redacted] then started arguing that he only worked

11/2hours rather than two hours, The repairman reminded Mr [redacted] that he was quoted $140.Now if the job took 3 hours, do you think he would pay for the extra hour. Repairman got tired of arguing with him and left. Mr [redacted] called me to complain and I was well versed with him and the problem.I asked him if he wanted the whole repair for free and he acknowledged that he did.At that point I probably did call him cheap,but I thought it was a stronger reference. Mr. [redacted] put a hold on his credit card to cheat us out of $148.89. He got his wish repair for free.Regarding the pinched wire , I do not believe that story at all. I would like to see a copy of the other repair co invoice. Let me summarize, he got over $400 worth of parts free, got them installed free and he is complaining about us! We agree on one thing, I never want to do business with him again.

Consumer Response /* (3000, 7, 2013/06/03) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

SK [redacted] are unprofessional pigs! You only want the big sale and do not give a [redacted] about what happen after. Two 10K ovens should not fail with the same part after 5 years. Viking is SUPPOSE to be the best, I guess I was wrong after spending all that money. The quote for $140 was an approximate. I asked the repairman when he was here and he confirmed that we charge $35 per half hour of work. The price could have been more or less. He only worked for less than 1.5 hours.

If you need a copy of the bill from HADCO for them to come back and fix the screw up problem that [redacted] repair did call Hadco, they have a record of it. I would rather hire a group of circus monkeys before ever having them do work for me again. It is final getting around about your bad reputation, that will eventually catch up with you! I never wanted anything for free you [redacted], I only wanted the work performed corectly.

Business Response /* (4000, 9, 2013/06/17) */

I could lower myself to Mr [redacted]'s level and call him ridiculous names but I am not going to bother, he knows what he is. He does exaggerate some(10k ovens cost less than $5000 each). If he did not want anything free, then why did he keep calling Viking until he got his "FREE" control boards? To resolve this complaint, all Mr. [redacted] has to do is mail us a check for $148.89.

I am very curios to see what new insult words he can come up with.

Review: We purchased 2 brand new appliances from SKLavery Appliance in North Haven, CT, a KitchenAid refrigerator and dishwasher. Upon delivery to our house, they were both defective. SKLavery sent out their appliance repair people, Home Appliance Service, to fix the leaking appliances. They left no indication about their service to the appliances despite our request to do so. We contacted [redacted] at SKLavery many times to find out the status of our repair. It took him 2 days to finally find out that a part had to be ordered. We went to the store to ask for some assistance with getting our appliances repaired. [redacted] suggested that it is KitchenAid's issue and not SKLavery's responsibility to do anything. He then gave us the service number for KitchenAid. He did say, "that is why the appliance companies have warranties". In the meantime, we have KitchenAid appliances in our home for over a week that we are not able to use.

Product_Or_Service: KitchenAid Refrigerator & Dishwasher

Order_Number: XXXXXX

Desired Settlement: DesiredSettlementID: Refund

Full refund of appliances plus cost of plumber to install.

Business

Response:

Business Response /* (1000, 5, 2013/06/25) */

I believe the Oconnell's are overreacting to the situation.Yes, they did have some trouble, but the world (and its people)are not perfect and we DID take care of the problems. The customer called our store in North Haven close to 5 pm on the 11Th, too late to get on wed 6/12 schedule.The serviceman did arrive on the 12th and found the leak in the refrigerator was caused by apiece of tin foil that was left on the filter by our delivery personnel, yes we admit it. The deliveryman is sorry his mistake caused a problem. The tinfoil on the end is a new thing and he will be more careful in the future. Regarding the dishwasher since a Plumber installed it our first thought is "installation Problem", but no it was a defective fill valve according to Kitchenaid techline. The part was ordered and installed in the dishwasher on 6/18/13. Yes the serviceman did not leave a note for the O'connells and yes I am upset by the lack of communication as they are. Seem like today anyone who can fix something can't communicate and ones who can communicate can't fix anything. I am not sure what additional assistance [redacted] could have given them, a serviceman was dispatched in a timely manner and he did tell them that a part was on order.From the day of installation to the day the dishwasher was repaired including ordering a part I do not think 5 business days is excessive. How can the O'connells say we did not assist them or accept responsibility? When they made the complaint the refrigerator had been fixed and the appliance had only been in their house four days, so I do not understand the "over a week not being able to use the appliances.I am sorry, but I don't think that our actions warranted a complaint to the Revdex.com.

Review: I bought a panel ready refrigerator that the salesman told me would stick out from the wall 1". Another salesman told me it was 2". I was ok with that and ordered the refrigerator and the $1500.00 panels to go on it. The refrigerator came and it stuck out with the panels almost 5". The refrigerator was black the panels white. It looked horrible, the company sent their installer out due to the fact they told us we had it installed wrong. S.K.[redacted]'s installer called his boss and said they sold us the wrong refrigerator. It looks terrible. They took the refrigerator back but than tried to talk to the company as we had the panels that fit nothing. They either hung up on us or wouldn't talk to us. We have worthless panels in our basement that cost us $1500.00 - I even told them "how about we both take half - you refund me half the money and I'll eat the other half". The manager said I'll see you in court rather than pay you, and hung up on me

Product_Or_Service: Panel ready refrigerator

Desired Settlement: DesiredSettlementID: Refund

$1549.93

Business

Response:

Business Response /* (1000, 5, 2013/08/28) */

The customer came into our store and requested a panel ready refrigerator which we were happy to provide them with. We showed them the unit that we have on display in stainless steel which is the same unit but without the wood panels (has the same door thickness) and we gave the consumer the specifications for the refrigerator including the cabinet door panel dimensions. The customer then took delivery of the refrigerator and installed the cabinet panels from their cabinet company. The panels were beautiful and fit perfectly proving that they had the appropriate specs for their installation. Once they had the unit installed they decided they didn't like the refrigerator. We want our customers to be happy so we returned their refrigerator without any restocking fees or extra delivery charges. The customer was still not satisfied and they then took us to court and we settled with covering half their panel cost.

Consumer Response /* (2110, 7, 2013/08/30) */

(The consumer indicated he/she ACCEPTED the partial settlement response from the business.)

The company finally settled the case in court with the same settlement we offered before they hung up on us. It is too bad they couldn't have agreed to split the cost of the panels without going to court as we had offered - and they rejected.

It was not a matter of "not liking the refrigerator" as they stated - they sold us a refrigerator that didn't fit correctly - according to our builder, and THEIR installer.

Review: On Feb 27, I had a new refrigerator delivered. I immediately told the deliverymen that the surface of the door was defective. they said it was from the shrink wrap and it would come right off. It didn't and I reported it to the store the next day. they said they'd send someone to look at it. after 2 weeks, I was told they had decided to order a new door. the door never came although I was given 2 appointments for delivery of it, which they cancelled for a variety of reasons. After 3 months of waiting and calling every 2 weeks, I called [redacted], who got involved and ordered me a new door. Unfortunately, it was the wrong door, and more time passed. Finally, he agreed to get me a replacement refrigerator, which came on june 26. It has the same defect. I went into the store on june 28 and was given a cleaning product to try. It didn't work either. a service man came on july 3 and told me he didn't know how to resolve the problem, but that he would speak to [redacted] and call me after the holiday. He never did. I called [redacted] and left him a lengthy message on july 10, saying I was not waiting any more. He never returned my call. I reached him on july 12 and he said he would call me in the morning on July 15. He has not called. I am tired of being lied to and ignored. I have been very patient.

Product_Or_Service: whirlpool refrigerator

Desired Settlement: DesiredSettlementID: Replacement

at this point, I either want my money back and I will go elsewhere, or I want a new refrigerator that is a different brand. I feel like the store has no incentive to resolve this matter, since I am paying the refrigerator off through wells fargo and they have been paid in full.

Business

Response:

Consumer Response /* (-5, 9, 2013/08/06) */

Today, Aug 6, the store manager called me. He has agreed to take back the refrigerator and issue a full credit.

Review: A technician came out to my house on 6/18/13, around 11:30 am and replaced 2 piolets in oven. At 3:30 pm , I turned oven on and it caught on fire, with flames showing on my wood floor and coming between drip plate and oven door. I notified the company, and was told by the technician he couldn't come out for a week. I then called the company again saying this is dangerous, considering I have a log home with wood floors and should not be seeing flames or fire glow coming between oven base and floor. I sent pictures to Lisa at the company and Bob called me saying this is normal. Does this look normal to you?(attachments enclosed)I believe its a fire danger and the company doesn't seem to care wheather my house catches on fire or not. I believe this is unethical practice, and when speaking to Bob, it sounded like he was just tring to cover his butt, and not deal with the situation. If my house burns down because of this oven, I hold S.K.[redacted] Appliance responsible.

Product_Or_Service: Capitol Range

Order_Number: XXXXX

Desired Settlement: DesiredSettlementID: Not applicable

I want oven fixed the proper way.

Business

Response:

Business Response /* (1000, 5, 2013/06/24) */

We went out to the [redacted],s and replaced two igniters, I have no idea what piolets are. The serviceman operated the oven with Mrs [redacted] present and the oven worked properly. The serviceman is very familiar with gas appliances and Capitol ranges. The [redacted]'s just moved into the house where the range was left, and have never had a gas range before. The serviceman talked to Mr. [redacted] at length on the morning of the 19th, but could not really understand what his problem was.He told him that he did not believe anything was wrong, but would stop back the beginning of the next week. Understand that the [redacted]'s live about an hours drive from our store. Mr. C. responded to his offer with a uninteligble sound and hung up .Mrs. C. called me later in the day and was trying to tell me what the problem was, when Mr. C grabed the phone saying that his wife didn't know what she was talking about.He started by saying the flames were hitting the floor and then changed saying he could see the flames refecting off the floor. I started to ask a couple questions and his reply was "you can keep the F[redacted]in range".I guess asking questions is "trying to cover my butt". I never saw any pictures ,the saleswomen never received them.I also did not call them saying the pictures I never saw looked normal. They cannot seem to agree on what their problem is,saying they see flames or a glow between the base and the floor. All we did was replace two igniters ,we certainly did not reorient the flames toward the floor. This is a situation where the customer is totally ignorant of gas ranges and will not listen to anyone who tries to explain.

I had done business successfully with this company for years. However, recently I had a poor customer experience. One of the appliances that I ordered was not delivered with the others. Repeated calls to the business yielded inconsistent reports about when the item would be delivered. 10 days after the item should have been delivered, I have yet to receive it.