Standard of Excellence

My wife and I purchased a dishwasher thru standards of excellence lastFeb 2014. This was for a new home build with [redacted]. Thisdishwasher was a upgrade to the standard one which we paid about$300 extra for.About 2 months ago I called standards of excellenceto come out and first to secure the dishwasher, it was not secureto the cabinets and second the door on the dishwasher was bindingon the right side. I found out that the right side frame was damagedthru a service tech that came out thru [redacted]. Bottom line Standard of Excellence does not want to do anything about it. They want to have[redacted] warranty handle it when it was installed damaged. I feel sincewe bought new we should get new not something that is reworkedProduct_Or_Service: dishwasher Order_Number: Thru [redacted]Desired SettlementWe would like new dishwasherBusiness Response When this dishwasher was originally installed there was no damage to the tub and it was securely fastened to the countertop. After receiveing the call to come and "re-attach" the dishwasher we sent our installers out and they found that the dishwasher had been "yanked" out of the cabinet possibly by something running into it while the door was open. While re-attacheing the unit to the counter top dents were found in the outside walls possibly caused by the same issue that un-attached the unit from the counter. At that time we called [redacted] and had a service company go out to determine the extent of damage done and they have stated that they only need to replace the outer wall that was dented and that the unite operates correctly. This was done within the procedures set by the manufacturer as they get the opportunity to fix the appliance if possible. As this dishwasher was no longer in the condition it was when installed a service call became necessary with the vendor.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)What this company said is not true. We did nothing to this dishwasher I repeat nothing, they are nottelling the truth to cover themselves. A service tech came out from lakeside appliance and when hepulled the dishwasher out to replace the bracketthat is when he saw the frame of the tub was bent and damaged.This could only happen before, I repeat before it was installed. If this company said wedid something again I say they are not tellingthe truth, no way could that kind of damage occurwith us. Also I have called this company many times to address this very issue and the person who was supposed to handle it never got back to me, like she just was ignoring me. Final Business Response Service company has been trying to get [redacted] to return their calls as they have the part to complete the repair of the dented drum. As it has now been a month since they started calling they are now just waiting to hear back from them so they can perform the service callFinal Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)My response has always been that our dishwasher should have never been installed damaged. Thiscompany will never admit that they did anythingwrong, that they sold us a damaged dishwasherand then pawn it off on a warranty repair companyto repair and imply that we damaged it or somehowit happened after it was installed. I will leaveit with this, would you pay full price for adamaged product.

Would not honor price that was given in writing. I recently purchased a house through [redacted], who used Standard of Excellence as their provider for appliances.We set an appointment, and selected our upgrades. We were given a written price for our selection, and we told them that we would consider the offer and get back to them. When we went to accept the upgrades, they told us that they had accidentally imputed an incorrect credit, and that the actual price was higher than the one given to us originally. The deferred to the fact that the sales rep who put together the pricing was a new employee. Desired SettlementI would like the company to honor the original pricing that was given to us in writing. Business Response An error was made on the original pricing spreadsheet using the incorrect base home price as was explained to the customer. This is not a price dispute, just an error made by a new employee. Also the appliances have been changed several times from the original selection. We have set pricing for [redacted] communities and this is what has been given to the customer with the error on base appliances corrected. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Errors made by your employees are not my problem. The time the employee has worked for your company is also of no concern to me as a customer. The excuse that the error was made by a new employee only shows me the ineptitude of your training, and supervision of employees. Perhaps if the employee was new the pricing should have been reviewed before being given to a customer. The correction on your pricing error was only given after we sought to accept the written pricing for our original selection of upgrades.Your company gave me a written price quote for specific items, and you are refusing to honor the pricing you gave in writing. The fact that your employees make errors are of no concern to me. The price you quote me is the price you quote me.It is unsatisfying to say the least to be given a price, only to come back and be told that they will not honor that price because of their error in supervision of new employees.

We purchased an entire kitchen appliance package from Standard of Excellence in Reno that was installed in August of 2014. Shortly after the install we received our certificate of occupancy on the house and moved in. Upon moving in we immediately noticed two sections of larger hardwood flooring damage on our floor that were caused by rolling the Refrigerator and pushing the range over our brand new hand scraped walnut floors. I took pictures of the floor damage and sent to the general manager, [redacted]. I was instructed to tell her what needed to be done to fix the damage and they were going to send someone out to fix the poorly installed refrigerator (worst rattle I had ever heard) and dishwasher (which has since needed the motor replaced after less than 6 months) and to check on the floor damage. I never received contact back from the company regarding that visit and have not heard from them since (that was in September of 2014) We had our contractor get a quote to repair the floors ($870!) and I sent that to her in December of 2014. I have emailed her an additional two times to find out how this will be rectified and have also called the company multiple times with no success reaching her. At this point in time it has now been over 3 months since I sent the damage information and I have not heard anything from the company. We spent over $10,000 on appliances from this company. When you buy premium products you expect a certain level of service and this company has been avoiding their responsibilities of repairing the damage caused by their poor installation crew. You can purchase premium appliances in many places, I will never use Standard of Excellence again and I warn everyone I can about their poor installation and extremely poor level of service. I have given Standard of Excellence since September of 2014 to fix this problem and not only has the damage not been repaired, they have clearly been ignoring me.Desired SettlementThey need to pay to repair the floor that was damaged by their very poor installer. Business Response Contact Name and Title: [redacted]Contact Phone: [redacted]Contact Email: [redacted]@soesupply.comI regret this had excalated to this point, we did meet with the contractor at the home back in October 2014 and set up the service for the dishwasher. I did receive and email from [redacted] in December which I had replied to that there was not an attachment. Unfortunately my emails from that time period are now missing so hopefully we can get this resolved by sending me the receipt once again. I will be in contact so this can get resolved immediatelyConsumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I am glad that the company is now saying they will handle this. Unlike the company, I have not lost my emails and I have confirmed, again, that no email was sent to me and the invoice was fully attached to the email that was sent to them in December. No mention of the multiple voicemails that I left the general manager during that time either. Maybe those were lost too? They have said they will cover the costs; however, I have not received confirmation that it has been done as they contacted me less than a week ago. Once I have confirmation that they have done what they said they will do, my complaint will be closed. I don't think I will ever be satisfied with this company's response. Damage to my floor has been done (poor installation in more ways than one) and extremely unprofessional service from a company that is supposed to be a high level of service type of company. Further, looking at their published reviews online I think this is a big problem for this company and people need to be aware of the way they operate. I hope that this Revdex.com complaint shines a light on their issues in a way that makes the company WANT to change. Because the way they are doing business is clearly not working and it is hurting their customers.

I purchased a wonderful [redacted] Range/Oven there, over $6k. I'm not complaining about the oven, just the exceptionally terrible customer service! The item was a floor model, it was purchased for a home remodel on a short-sale home, and we hadn't closed on the home yet, but they had to deliver for inventory purposes. Anyway, it say in our garage for 3 months until we closed. Upon installation, we found that under all the shrink wrap, they had used simple packing tape directly on the stainless steel stove and the cast iron burners and grills. Well over the 3 months in our garage, the tape had become hard and brittle and would not come off. They took the stance that it wasn't their fault. I worked for a period of 3 - 4 months with them on options including replacing the parts that were damaged; while at the same time attempting to clean them and repair the damage to the stainless steel. I was finally able to get it to an acceptable level of repair, and simply asked that they reimburse me for the cost of the materials used to clean/repair. Totaling about $125. They still refused to accept any responsibility. Even after promising to cover 1/2 the cost of replacement parts, which would have been $600-$800. They NEVER returned calls or e-mails. I was treated like a 2nd class citizen by them, including their manager. I went in to speak with her, and she happened to "get sick" at the exact moment I was there to speak with her, so she couldn't meet with me. What a JOKE! They sure set the LOW bar for every lack of Standard of Excellence! I will be filing a small claims suit against them for the full replacement cost of the damaged parts, purely out of principle to hold these hypocrites to SOME standard of customer service. STAY AWAY, STAY FAR AWAY!Product_Or_Service: [redacted] 48" rangeDesired SettlementRefund of $125 of materials cost to repair the damages to my stove. Or replace the damaged pieces. Business Response [redacted] purchased a floor model range which Standards of Excellence delivered to him in January 2013. To protect the top the burner caps were taped down which is a standard practice for uncrated/floor model items. The [redacted] left this item in a storage unit until June when they finally put it in their home. As the tape had been left on far longer than would be normal there was tape residue on the burner caps and top that they had difficulty removing. Standards of Excellence sales person took one of the burner caps and was able to remove the residue and provided the customer with the name of the product used to clean them so they could purchase it. July 13th the customer picked up the burner cap and seemed satisfied with the results The customer also used a [redacted] on the stainless steel front which caused some damage. After doing this they then contacted us and said we needed to replace the parts that were damaged. We worked with the [redacted] to get them the prices on the replacement parts however do not feel Standards of Excellence should pay for them as we used standard procedures to protect the item during transportation. [redacted] told SOE salesperson in July that in fact he had been able to clean the unit with some success with the products recommended by [redacted] and Standards of Excellence and seemed satisfied. Then in September the customer came in and wanted to be reimbursed for the cost of the supplies used. SOE took the position that the customer needed to take some responsibility for the damage on the unit and feel that we provided them with a solution and made sure it would work by cleaning a burner cap for them