Spencer's TV

This is by far the worst store I have dealt with in Arizona. At first the deal seemed to be a really good deal but then the appliances were delivered. I asked that they show up after 11 am they did not. They showed up early at 10:30 now early is usually better but when you schedule a time during business hours for others I expect that be honored. We had movers there and knew they would be done at 11 which is why we scheduled for after 11. We were not ready for them but they started working on removing my front door. They did not introduce themselves just started working. The drivers were not courteous at all. They might have said three sentences to us. They were trying to get the front door on and ended up delaying the movers about 30 minutes in the process. While installing the front door the delivery driver damaged the door frame and the door. They ran out of there before we could inspect everything. The movers pointed out the damage and had me sign that the Spencer's damaged the door. I then contacted the sales guy and he said he would get to the bottom of it. Sounds like a reasonable statement. When I called a few days later because he never called me back he said the driver said he did not damage the door. He is obviously lying. I started to get the run around with the sales guy so I went to the manager. They sent out the same driver and his supervisor to take pictures and was very hostile with my wife. This is like a judge being able to judge his own crime. Once again they did not honor the scheduled time we set up. I think they do this to say you weren't home so they could charge you more money for another trip. I went to the sales office because I was not getting anywhere on the phone. I started to speak to the sales guy and he still insists that Spencer's was not at fault. This is a brand new house that was built who else did it then. One statement that he said irritated me the most about this whole thing. He said "Look I gave you a heck of a deal on the appliances" I don't care what kind of deal was given that does not give them the right to damage my house. I ended up talking to the manager again and he said he will have the door fixed. I found out he is not actually paying for it and is still not admitting fault to the door being damaged. This is the only way I can see to somewhat hurt this business So please DO NOT GO THERE.

Thank you for the opportunity to respond to [redacted].I apologize [redacted] required service on her [redacted] dryer.  The manufacturer provides a one year warranty on most products purchased from any retailer.  [redacted] does have this warranty provided from the manufacturer....

 [redacted] stands behind their product but after reviewing the service [redacted] received to date the product would not reviewed by [redacted] for an exchange.  If [redacted] has multiple repairs requiring parts during the first year [redacted] would be able to assist by reviewing the service history and possibly providing an exchange if the service warranted this.If [redacted] would like to purchase an extended warranty from either [redacted] directly or from a third party warranty company she would have up to the end of the first year warranty to do so.  [redacted] may contact either the salesperson who helped her or contact [redacted] directly to purchase a warranty.Sincerely,[redacted]

Spencers sent someone to look at my stove and they told me it was about 600 to repair it.. So Spencers is doing nothing for me.. I am a 100% disable vet , and will take flyers to the [redacted] v** and all the differnt places to let them know how Spencers does there bis.  I am very un happy with them . I still have about 2600 to pay for the applances and will not pay anymore

We contacted customer and emailed him a copy of his warranty. I believe he has been taken care of we have resolved this issue.Thank you, Autumn Y[redacted]

We are sorry to hear Mrs [redacted] has not found our customer service to be acceptable.  We have offered her 100% credit back for the purchase of another bed which will suit her needs and sleep habits.  We have stated to Mrs [redacted] that we will pick up and deliver the new bed free of...

charge with no extra fees or delivery charges.  This is over and beyond our normal bed return policy that is posted in every store.  Thanks [redacted]

We are sorry to hear about customer Ronald N[redacted] complaint about their purchase of a Frigidaire front load washer FFFSE5115PW purchased on 8-4-15.  I have contacted Goldwing service and they reported that on 1-25-2016 the tech was unable to find or duplicate any leaking caused by a...

defect in the machine.  The diagnosis was customer at times was using too much soap and tech explained operation.  The N[redacted] hopefully found this information useful and are happy with the results.  The product has a 1 year manufacturer warranty and if they are not satisfied with the diagnosis we recommend they receive a second opinion from a different service company.  They can call Frigidaire customer service at [redacted].  We would be happy to set this up for them if that is something they want to pursue?  They can reach me at [redacted] and my name is Jim B[redacted].  Thanks so much for letting us know of this issue.

We are sorry Ms. [redacted] has had a bad experience with her washer([redacted]).  I left a message on Monday December 28th @ 9:45 AM for her to give me a call.  I have yet to hear back from her.  We are willing to refund her money back but we would like to do so as quickly as...

possible.  Ms. [redacted] just needs to call the store and speak to either her salesman Tommy A[redacted] or the store manger Kevin K[redacted] to set up a pick up time for our delivery team to pick up the units.  Once we have the units we will reverse the charges through wells fargo finance.  If she has any other questions I can be reached at [redacted] and my name is Jim B[redacted].  Thanks and have a Happy New Year.

At this point I believe it would be best for the customer to reach out to ** consumer relations at ###-###-#### (this info was provided the day I visited her home as well) and speak with them.  The warranty will cover the unit for the first year, if there is an issue found they will resolve it. Heres a a report on phosphate free soap.[redacted]

Also, please see this report from ** addressing some of the complaints.[redacted]

The issue has been resolved.  The microwave was replaced on invoice 978398.  Thanks for making us aware of this issue.

We are sorry to hear Mrs [redacted] has not found our customer service to be acceptable.  We have offered her 100% credit back for the purchase of another bed which will suit her needs and sleep habits.  We have stated to Mrs [redacted] that we will pick up and deliver the new bed free of charge with no extra fees or delivery charges.  This is over and beyond our normal bed return policy that is posted in every store.  Thanks [redacted]

2 different service centers have went out and the unit tests fine.  I also visited the home to inspect the dishes that were still "dirty" and they looked fine to me besides some water spots.  I advised the customer to used [redacted] and explained the benefits that a water softener could...

provide.  I brought her a 90 day supply of soap with phosphates (helps fight hard water build up) at no cost to her.I also explained how the drying is different on this model than her previous.  The new model she bought does not have a heated dry option like her previous Frigidaire. Anyways,     The manufacturer cant find anything wrong and labels their visits to her house as an "education call" and after I personally visited the house I agree with their assessment.  I advised the customer that she would have to deal with ** if she wanted to escalate the call any further and I provided her with a phone number for ** customer care escalations department.Very Respectfully,[redacted]

THEY MAY BE ABLE TO DOUBLE TALK YOU, BUT WE HAVE THE PROBLEM. THEY CONTINUE TO SEND SERVICE PEOPLE WHO ALL TELL US DIFFERENT REASONS FOR THE LEAK. THEY FINALLY SENT SOMEONE OUT WHO SAID IT NEEDED 3 PARTS TO FIX IT. THEY CAME OUT MONDAY AND PUT THE PARTS IN AND THE UNIT STILL LEAKS AND OUR TILE FLOOR IS COMING UP. THEY TOLD US TO CALL FRIGIDARE WHO ALSO GAVE US A RUNAROUND AND SAID TO CALL SPENCERS BACK, WHO ALSO GAVE US A RUNAROUND. THEY CAN SAY ANYTHING THEY WANT BUT THE WASHER IS LEAKING ON OUR FLOOR SINCE WE BOUGHT IT, WHY. SINCE THEY CAN NOT FIX IT JUST A SIMPLE REPLACEMENT, BUT THE STILL WANT MORE SERVICE PEOPLE TO LOOK AT IT. IF WE CAN NOT GET A FAIR REPLACEMENT WE WILL GO TO SOCIAL MEDIA NEXT AND THEN SMALL CLAIMS COURT AND THEN PUT THE WASHER ON A PICKUP TRUCK AND PARK IN FRONT OF SPENCERS WITH SIGNS TELLING OUR STORY.THEY STALL AND STALL. NEVER DEALT WITH A COMPANY LIKE SPENCERS THAT DOES NOT PUT THERE CUSTOMERS FIRST.

We are sorry to hear that [redacted] is upset with her refrigerator.  We called her on Friday Aug 7th to listen to her concerns.  We understand she is upset that her new $2700 refrigerator had an issue with dispensing water the first 48 hours after the delivery.  When I...

called her on the 7th I learned there were some conflicting reports from General Electric service notes in that the tech thought it was from new plumbing.  In some cases small debris particles have a tendency to clog up the water valve when customers first use the water dispenser and usually found with new plumbing.  In Ms. [redacted] case she did not have new plumbing so we can not be 100% sure why the water valve got clogged.  GE service went out on July 25th to diagnose the issue.  GE fixed it on the 31st.  We at Spencers are as upset as Ms. [redacted] that she had to wait 11 days for her new refrigerator to work 100%.  Though there is no definite answer on why it happened we offered Ms [redacted] the reimbursement of her 4 year extended warranty on her refrigerator totaling $180.  Ms [redacted] only feels a new refrigerator will suffice.  The minor issue has been fixed by GE, the manufacturer, and we feel we are being more then fair by offering her the reimbursement of $180 for the 4 year extended warranty.Respectfully,[redacted](Spencers TV and Appliance)###-###-####

We are happy to report Mr. L[redacted] issue has been solved.  If Mr. L[redacted]s  has any further issues please feel free to call Jim beck at [redacted]

We are sorry Mr. [redacted] had a bad experience with us.  Mr [redacted] disputed his credit card with us and allowed his credit card company to take the money back.  I have reviewed this case with the salesman and we all admit that this could have been handled in a better way.  On behalf of...

Spencers Tv and Appliance we apologize deeply for Mr [redacted]'s experience with us and hope he gives us a another chance to gain back his trust.  Thanks

Dear Ms. [redacted],Thank you for the letter from Mr. [redacted], case number [redacted].  As I read his letter I feel bad that we disappointed him with the time of delivery.  I am sure that asking for a before 12:00 delivery and receiving it an hour or two after was a bit of an inconvenience...

for him and his family.  Mr [redacted] has had 3 service calls in the first year on his refrigerator.  Although I am sure you understand that we do not manufacture any of the items we sell, we do hold our vendors to a standard that protects our customers when they find themselves in a unforeseen bad situation.  It is our policy that if some has had 3 service calls in a year with the same problem, we will exchange it.  That does take a couple of days to get the authorization and as soon as we get the paperwork finalized from Whirlpool the exchange will be done for them.  We will notify the [redacted] family to when that will happen. [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

On behalf of Spencer's we are sorry to hear the D[redacted]'s needed service out of the gate.  We have called ** on behalf of the D[redacted]'s and yes they will not replace.  They show the dryer was fixed by [redacted] Service on 5-25-16(see attached work order).  If this is not the...

case please contact Jim Beck at Spencer's corporate [redacted] to discuss further.  Thanks for your business.

In regards to case number [redacted],
I was the one who received this complaint back on 4-11-15 at which point I contacted ** and started working with him on a resolution.  After working with the manufacturer and speaking with the service center we decided to return the refrigerator and...

select something different.  It took a few weeks for the process to complete unfortunately because the [redacted]'s were traveling out of town and then once back in town they ended up in a car wreck.  We were finally able to meet in in person to select a new **del, and on May 1st we delivered their new unit.  I just called ** again today to check on him and everything is going well.  To be honest, I had never handled a Revdex.com response before this so I wasn't aware that I was supposed to send in paperwork to you explaining what we did for the customer.  I had taken care of him, but never shared that with you.  Lesson learned!Have a good day.Very Respectfully,[redacted]

Thank you for the letter from [redacted] and anopportunity to address Mr. [redacted] concerns. I apologize Mr. [redacted] has had problems with hisKitchenaid wall oven / microwave combination. This is the second repair on their product in less than a year andKitchenaid does support...

their product.  Icontacted Kitchenaid and requested their warranty be extended and Kitchenaidhas extended their warranty by 6 months from the original date of purchase of9-25-2014.  Kitchenaid’s ID # is [redacted]for Mr. [redacted].  The extension of theirwarranty is documented by Mr. [redacted] phone number as well as the productsmodel and serial number.Iwould like to assure Mr. [redacted] if there is another incident of the productfailing during the first year to please contact myself directly at ###-###-####to discuss options from Kitchenaid. Their normal procedure for reviewing problematic appliances is threerepairs during the manufacturers original warranty period and if there isanother failure I would like to be contacted to facilitate the review processas well as trying to get Mr. [redacted] taken care of as quickly as possible.Withreference to Mr. [redacted] statement on the rudeness of the service company’sstaff, I sincerely apologize.  We try totake care of as many consumers that have products that have failed as quicklyas possible.  The “not my problem”mentality is not one we mean to have or should ever come across to the consumerwith.  I have addressed this with theservice company completing the repair and they have performance meeting andthis has been addressed.Mr.[redacted] appliance repair was completed on 7-28-2015 and I have verified withthe technician the unit was operating correctly.Sincerely,[redacted]Spencer’s TV & Appliance