Standard TV & Appliance

Dear Valued Customer, Please accept our sincerest apologies that you felt as though your situation was handled in an unsatisfactory manner. After speaking with our Accounting Department, it sounds as though your refund has been completed. Please feel free to reach out to me directly, the Executive...

Assistant to the Director of Sales, if you need further assistance.  Again, please accept apologies that your refund was delayed and required follow-up on your part. Your issue has been relayed to management and will be addressed in our policy review. Sincerely, Executive Assistant to the Director of Sales

Dear Valued Customer,
 
Please accept our sincerest apologies that your expectations were not met in your dealings with our Service Department. Your issues have been brought to the Owner and Service Department Manager and will be addressed in not only any disciplinary action in this instance,...

but in future trainings as well. Our mission is to provide the highest level of customer service and we will work diligently to do everything we can to assist you. Our Customer Relations Manager has been able to secure an exchange for your unit. Please contact me directly, the Executive Assistant to the Director of Sales with any additional feedback or should you have further issues in securing your new unit.
Sincerely,
Executive Assistant to the Director of Sales on behalf of Standard TV and Appliance

Complaint: [redacted]
I received a call from the customer service representative shortly after I submitted this complaint to your organization on October 13th. This call resulted in her effort to get an authorization from the manufacturer to take back the defective dishwasher. She called us back the morning of October 15 to inform us that she was able to get the authorization to return the defective dishwasher and was issuing an in-store credit that included the price we paid for the dishwasher and the 5 year extended warranty. We went back to the Beaverton store the next day and used this credit to select another brand dishwasher and a different extended warranty. The new dishwasher as to be ordered and we now await it's delivery and installation.
I will accept this complaint resolved when the new dishwasher is delivered, installed and the defective one removed. This is supposed to be completed within two weeks from October 16.
Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: The  basic facts as asserted by Standard are blatantly fallacious.  First of all, I did not request free merchandise from standard. When they caused us to incur  nearly  $20,000 in damage and I spoke with the chief operating officer, he asked what they could do to make things right. I said we expected compensation for damages, and at the very least they could begin by not charging us for the unusable  appliances that sat  disconnected  amidst the destroyed  floors.I never asked for free appliances, only that they at least not charge us for the appliances we were unable to use because of their gross incompetence.   After repeated  pleas with them to at least come and collect the unusable washer and dryer, they finally, reluctantly, acquiesced and agreed to refund us the purchase price of the washer and dryer.  To say that they willingly offered this is a lie, and  reflective of how they are  hiding from both the truth and their responsibility in this.  They claim that their insurance company is handling the situation responsibly and that the claims  process is progressing normally.    The plain facts are that standard TV and appliance refuses to compensate for our losses despite their open acknowlegement of guilt, their insurance company also refuses to compensate us for our losses,  and we have had to sustain considerable personal financial loss as we use our own insurance company to proceed with the claim and consequent repairs.  They are choosing to pretend that the entire process is still pending and that things will turn out all right in the end, yet the bare facts are that  they and their insurance company have run the other way, delayed,  and offered nothing but avoidance and gross abuse of a formerly very loyal customer.   
Sincerely,
[redacted]

Dear Valued Customer,
 
After several failed attempts to make contact, I was finally able to reach your wife on the phone today. We will be issuing you credit to compensate to the best of our ability for your unfortunate situation. Please extend my thanks to your wife for her understanding and explanation of your frustration. I will be speaking with the manager of our dispatchers to address any and all training issues so we may avoid situations like this in the future. We hope to have satisfied your needs and that you'll continue to shop with Standard TV and Appliance for all of your mattress, home theater, and appliance needs. Should any more problems arise, please feel free to contact me directly, the Executive Assistant to the Director of Sales.
 
Executive Assistant to the Director of Sales, on behalf of Standard TV and Appliance

Dear Valued Customer,
Please accept sincerest apologies that your issue was not handled in a manner you felt was appropriate. Your complaint has been addressed with both the Dispatcher who took your original call and our current Service Department Manager. Unfortunately, it sounds as though this...

was a case of miscommunication. We would like to agree to your desired settlement, and you will no longer be the recipient of bills from Standard TV and Appliance. Furthermore, several changes have been made in our Service Department since your last contact, including new management and department-wide training. As one of the only retailers in the market with their own Service Department, we strive to offer the best to all of our customers. Every effort is being made to fulfill that goal. We hope to see you again for any appliance, mattress, or home theater need and the chance to rectify your situation.
Sincerely,
Executive Assistant to the Director of Sales

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 prior to Aug 31.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because: I did not get a phone call from the Customer Service person as mentioned in your response to my complaint.  Because of the lack of communication by Kelly C[redacted] who holds that position, I cannot trust that anyone will call or return calls. I accept the return of my purchase but wish to communicate through the Revdex.com and not directly with the Customer Service. Sincerely,[redacted]

Dear Valued Customer,We at Standard apologize for the issue you've experienced with your refrigerator. Since receiving notice of your circumstance, a technician has been out to view the unit, properly diagnosed it, and parts have been ordered. By the end of the week, we should have all parts in and...

will be able to come and repair your unit. Again, we regret that your experience was less than satisfactory and are working diligently to amend the situation. Please feel free to reach out to me with any further questions or concerns.Sincerely,Executive Assistant to the Director of Sales

Standard takes pride in providing quality products and in being a local company who chooses to do our own installation and service. In this case, we regret not living up to our high standards for this customer with their installation of a washing machine.   The facts are that we have...

taken responsibility and moved quickly to resolve the issues in the customer’s home. We have turned the claim over to our insurance carrier who has also been in contact with the customer. We earn the trust of customers one at a time. In this case, we did fall short of earning this customers trust. Standard will do what we do for all our customers and try to reasonably resolve this issue through our insurance carrier. Her demand for FREE appliances from the beginning was completely unreasonable.   We have offered her a full refund for the appliances purchased and she has accepted that by having Standard pick up the appliances and giving her a credit on her credit card.  Also, we explained to her that the insurance companies involved must work out the claim and Standard cannot make side deals while the companies are engaged in subrogation. Accidents happen and that is why Standard carries liability insurance. We have apologized to the Customer multiple times and regret the accident occurring.     Sincerely,Executive Assistant on behalf of COO

Complaint: [redacted]I am rejecting this response because: I have accepted the offer on my voicemail from Kelly to have the merchandise picked up. Please give me available time to pick up the merchandise.Sincerely,[redacted]

The Customer Relations manager called yesterday and left a message.  She is calling again right now.  Thank you,

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. Sincerely, [redacted]

Dear Valued Customer, Please accept sincerest apologies that your experience was less than satisfactory. Since we received your complaint, our Customer Relations Manager has been in contact and has secured an exchange for you. We look forward to seeing you in the store for reselection of your...

product. If you encounter any further issues, please feel free to contact me, the Executive Assistant to the Director of Sales, and I will be glad to assist you.  Sincerely,Executive Assistant to the Director of SalesStandard TV and Appliance

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. This unit has not worked for two months.  Under any definition that's defective. We have never been treated by any business as poorly as we have been treated by Standard TV and Whirlpool. five service calls and still not fixed is just WRONG..Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: They did not offer to arrange any service the first time, I did through GE as they had told me. I again arranged service through GE for the second failing unit, scheduled to come out today 5/18/17. I have little confidence that the third party will repair the unit, they quickly ran through a basic "push button" troubleshooting process the last time. What were looking for is a whole replacement of the unit or store credit  if this current repair does not fix anything. It is either a manufactured or design defective cook-top.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I do not see how your insurance company was able to do a through investigation, do to the fact that they never contacted us to actually hear what we had to say or look at any of the pictures tool of the floor before it was removed or after or the damage to my island the dishwasher and sink sit in with the valve they loosened. I have pictures of it all. The valve may have been old but was NOT leaking before your service man came out and tried turning the water off at the valve which loosed it, caused it to leak and then left it. I had laminate floor in my kitchen and when it gets wet it becomes a sponge. If my valve had been leaking the whole time, my whole floor would have been soaked not just where your service man worked. The cabinet behind the valve and the dishwasher was wet but you can tell it was recent and of different wood so it was able to be dried out beings the water had not set on it for that long. (Keep in mind my island  had to also be replaced because it had to be removed to dry the floor out under it. My dishwasher and sink are in my island) You installed my dishwasher on Friday and on Monday water was coming up between my floor boards. The amount of damage to the wet floor and my island is consistent of a few days not of a constant leak.  I have pictures, my insurance company took pictures and the water restoration company also took pictures. No I do not accept your response and expect you to do the right thing by making my insurance company and me whole. Sincerely, 
[redacted]

Complaint: [redacted]I am rejecting this response because: We want the range to work for more than four days. Sincerely,[redacted]

Dear Valued Customer,Standard TV and Appliance extends apologies that you felt your experience was less than satisfactory. Our Insurance Company has completed their investigation and has determined that Standard Appliance, Inc. is not responsible for the water damage in your home. The valve in question appears to have been leaking prior to install, based on the level of corrosion found. We are sorry to hear of your circumstance. Please feel free to contact me, the Executive Assistant to the Director of Sales should you have further questions. Thank you,Executive Assistant to the Director of SalesStandard TV and Appliance

Complaint: [redacted]I am rejecting this response because:I have paid a total of $625.30 since March 2015 to get the panel replaced.  I have paid for the part - once, 2 service calls, and 2 labor charges to replace the panel.  My comment on getting back to me about the service call and labor charges was to Standard TV and Appliance and not [redacted].  They never called back until this response about my complaint.  I was told in early Aug 2015 that if the part was under warranty then the service call charge would not be charged.  They now deny this and have no records to prove their side of the conversation.Standard TV and Appliance has no record of their conversation with [redacted] when I was on the line with [redacted] about the part warranty.  They can not accurately say what happened because they did not keep any records.It is hard to imagine that a company that keeps these type of records and did not know a major vendor had changed the warranty policy is trustworthy in their dealings.  I was not told the real charges up front and had to do their research for them to save me money.  They were going to be happy to charge me $600.00 for the part this time plus all the other charges.Sincerely,[redacted]