Starkey Soft Water Inc

Final Consumer Response /* (2000, 6, 2015/11/24) */
All, Inchas now agreed to provide us with a full refund for our existing, damage refrigerator as well as provide us with an agreeable credit towards the purchase of a replacement refrigerator and for the cost of installationThis resolves our
grievance with All, Inc
We would like to close out our complaint with All, Inc

Initial Business Response /* (1000, 5, 2015/08/12) */
This is in response to the complaint [redacted] submitted to your office on July 31, 2015. Ms [redacted] purchased KitchenAid appliances from ALL, Inc. She placed her order on May 7, 2014, and her appliances were delivered on September 5,...

2014, per her kitchen remodel schedule. ALL, Inc. is a wholesaler/distributor of appliances that are manufactured by others. The industry standard is that manufacturers provide the warranty for their product. KitchenAid is manufactured by Whirlpool Corporation, and KitchenAid/Whirlpool provides the warranty. ALL, Inc does not manufacture anything.
We want to take this opportunity to address each of the items Ms [redacted] listed in her letter to the Revdex.com. First, be assured, the appliances Ms [redacted] purchased from ALL, Inc were in fact new appliances, and not refurbished or repackaged appliances as Ms [redacted] suggested they may have been. ALL Inc placed an order with Whirlpool specifically for her appliances. The refrigerator and range were both received in our warehouse on June 18, 2014. The microwave was received in our warehouse on August 14, 2014. And the dishwasher was received in our warehouse on August 19, 2014. We received all the appliances new, in-the-box from Whirlpool. They remained boxed in our warehouse until they were delivered to Ms [redacted]'s residence on September 5, 2014.
Ms [redacted] has had issues with the appliances she purchased, and KitchenAid has followed the rules of their warranty program. They do require three (3) service calls before product is deemed "un-repairable" and replaced. A service call may include an initial call in which the service technician completes a diagnostic exam of the appliance and the follow-up appointment in which a part is replaced or installed. It is often the case that a part must be ordered and then a follow-up appointment is made to install that part. In the eyes of the manufacturer, that constitutes one service call.
In her letter to the Revdex.com, Ms [redacted] stated "water gushed all over the floor" from her dishwasher after it was installed by her contractor's plumber. ALL Inc was made aware of this issue on October 16, 2014 and immediately contacted Twin Cities Appliance, a factory-authorized service provider, and requested a service call. On October 20th the service technician examined the dishwasher and determined the clips on the sump and drain pump assembly were broken, and he placed an order for replacement parts with KitchenAid. It is possible the pump was damaged during installation, or that it was a defect from the factory. Either way, ALL Inc replaced the dishwasher at no charge to Ms [redacted]. The order for replacement parts was cancelled and the new dishwasher was delivered to Ms [redacted] on November 17, 2014. We are not aware of any issues with the second/replacement dishwasher.
Ms [redacted]'s letter goes on to discuss her refrigerator. She does not specifically describe the issue with the refrigerator in her letter to the Revdex.com; however we do know that ice/frost was building up in the freezer. On October 30, 2014 Twin Cities Appliance inspected Ms [redacted]'s refrigerator and determined the "freezer door was not sealing properly, no damage to gaskets or door..." Twin Cities Appliance ordered a new door and explained it would be 6-8 weeks before delivery of the new door. Twin Cities Appliance installed the new door on November 28th. The service technician checked operations and the notes say "all check - ok at this time. Should prevent ice/frost build up."
Ms [redacted] says in her letter to your office that she is continuing to have issues with the refrigerator and that she has been working directly with KitchenAid to resolve those issues. She goes on to say KitchenAid has agreed to process a full refund to her for the refrigerator. While we understand Ms [redacted] is not satisfied with the length of time it takes KitchenAid to process a credit for her, ALL Inc has no leverage to shorten that time frame because Ms [redacted] also sent a letter to the Revdex.com regarding about KitchenAid. That complaint has been forwarded to KitchenAid's legal department and there is nothing ALL Inc can do to intervene on her behalf. Unfortunately, KitchenAid will not permit ALL Inc to haul away the refrigerator at this point. She will have to wait for KitchenAid's legal department to address the matter.
Ms [redacted] also stated her microwave "stopped in mid cycle". She contacted ALL Inc on March 9, 2015, and we obtained approval from KitchenAid to replace the microwave, rather than order service. It has been our experience that microwave ovens are generally not repairable. We delivered her new microwave oven on March 27, 2015.
Finally, Ms [redacted] states in her letter that the "range timer quit working and was reprogrammed by the repair service." ALL Inc had no knowledge of the timer issue or the service call until we read Ms [redacted]'s complaint. We are glad it was able to be reprogrammed and it sounds like it is now functioning properly again. She also stated she does not have the instruction manual for her range. The owner's manual should have been inside the oven when it was delivered. If Ms [redacted] no longer has it, it can be found online at https://www.kitchenaid.com/customer-service/manuals/, or we'd be happy to print a copy and send it to her. Ms [redacted] also said the bread drawer was scratched on her range. This was the first we heard of any scratches on the range. Ms [redacted] never mentioned the scratches in any of her encounters with ALL Inc or KitchenAid. It seems likely the scratches could have occurred any time since the range was delivered in September 2014.
ALL Inc has followed the manufacturer's warranty in all instances, and even worked to get KitchenAid to agree to replace the dishwasher and microwave oven without the three required service calls. Our employees have clearly explained the warranty process to Ms [redacted] and felt she understood the process each time they spoke with her. Ms [redacted] named our sales representative, Ross [redacted] in her letter. Mr [redacted] recalls having several lengthy conversations with Ms [redacted] regarding the warranty process, and felt that she was always content at the end of each conversation. He also contacted our rep at Whirlpool and asked him to intervene on Ms [redacted]'s behalf.
We were surprised to receive this complaint, as we felt we have worked very hard to satisfy Ms [redacted]. ALL Inc strives to provide its customers with the best possible service, and offered no less to Ms [redacted]. At this time, the only open issue appears to be with the refrigerator, and that is in the hands of KitchenAid.
Best Regards,
ALL Inc.

Final Consumer Response /* (2000, 6, 2015/11/10) */
I talked to Ivan at All Inc. and he assured me he would take care of the damaged microwave trim kit and order and install it at no cost to me. The matter has been resolved, and I would like to withdraw the complaint.
[redacted]

The issue has been resolved and customer is satisfied with the solution.Thank you,ALL, Inc. team