Stoney Knoll Farms, Inc.

On Mon, May 15, at 1:PM, Patrick *** wrote:Hi Bradley, Vince ***, Customer Service, Insinkerator, called me after my conversation with their telephone customer service, which was pretty harsh on my part since I had talked to them times,
getting the same response, it’ll go out tomorrowHe was profusely sorry and explained in more detail how the company had grown over the years without a computer upgradeHe said it wasn’t an excuse, that they would take care of meHe grabbled the product himself, got it taken to FedEx, for free over night delivery, and also cancelled the bill, returning my Visa funds to meI was impressed and said he had repaired my respect for his company and that I would tell you guys so so close the complaint please as the company has vindicated itself in my eyesenlosed his letter as an attachmentThank you for your help if you got them to do thisBoth of you are good at what you do.Patrick ***

Thank you for the opportunity to respond to the consumer complaint your office received about our companyI’m happy to share we’ve reached a satisfactory resolution with this consumer. On February 14, 2017, we spoke with the consumer to better understand her experience and
concerns. While unusual, smoke (or a burning odor) may occur when the motor is straining to turn the grind plate that has become severely jammed with a foreign objectAs a safety precaution, the unit has a mechanism that detects when the motor begins to overheat and turns off the unitOur products adhere to strict testing and quality assurance protocols, and when used according to the manual, pose no fire hazard A jam is not covered under our company’s warranty policy, as it is not a manufacturing defect; however, we stand behind our longstanding reputation for producing quality productsAs a gesture of goodwill, we offered to replace the consumer’s disposer at no cost to herThe consumer accepted this and was appreciative of the offer. We always appreciate consumer feedback and will share her comments with our product team. Warm regards, Rebecca *** ***Manager, Consumer Relations

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
Donald ***

Thank you for the opportunity to respondWe always aim to satisfy our consumers with expert technical advice and prompt resolutionIn review of the consumer’s explanation of the issue, it’s likely the disposer is not grinding due to a jamOften this can be caused by something small and hard to
see, like a screwOur consumer care representatives are trained to identify and troubleshoot these types of issues, and often through instruction over the phone, they can help clear the jamAs was explained to the consumer, a jam is not covered under our company’s warranty policy, as it is not a manufacturing defectHowever, we stand behind our product and our longstanding reputation for producing quality productsAs a gesture of goodwill, we will be happy to arrange for an authorized servicer to perform courtesy diagnostic check of her disposerIf this is satisfactory for the consumer, we will be in touch with her for next stepsRegards, Rebecca *** *** *** *** *** *** *** *** *** ***

ID 1182730711/23/16.  Thank you for the satisfactory service and a new/working Insinkerator Badger 100 disposal.  I am pleased that it was all done prior to the holiday.  Another miscommunication, however.Initially, Insinkerator Rep "Jerica" told servicer Remedy Appliance different things than she told me; hence the first miscommunication.  Here it happens again as she called me at the morning of service 11/22/16 to say that the technician will “not” examine the unit.  He would just replace the unit ASAP and leave.Since I had negative experience with the product, it would ease my mind to know what was wrong so I suggested it to the technician.  He then told me Insinkerator wanted to know what’s wrong and to not just replace the unit ASAP.  This, to me is another communication issue and an important one had I not suggested the idea to examine the old unit.  After removing the rubber top to see inside the narrow opening, I found the small metal piece stuck inside the old unit that technician was unable to remove upon arrival and assumed that it was “glass”.Nobody knows where that metal piece came from.  It could have broken off the unit and got wedged in the hole along the wall.  The unit is under warranty and if indeed the metal piece was part of the unit, it is a manufacturer defect.I needed to clear the second miscommunication and move forward.  I am optimistic that this new Badger 100 will outlast the previous unit(s) now that we know what potential issue may be.  Thank you for your assistance.

Thank you for the opportunity to respond to the consumer complaint your office received about our company. I’m happy to share we’re working toward a resolution with this consumer.   We immediately reached out to him to discuss his experience. Based on our understanding of his issue, the unit...

was likely installed improperly, which caused the intermittent vibration that he described. We provided additional troubleshooting steps that he agreed to try when time allowed.   Issues related to installation are not covered by our limited warranty; however, we reassured the consumer we’d continue to work with him until he was completely satisfied with his disposer’s performance. He understood and expressed satisfaction with our response. Regards,Rebecca [redacted]Emerson Commercial and Residential Solutions

Thank you for the opportunity to respond to the consumer complaint your office received about our company. I’m happy to share we’ve reached a satisfactory resolution with this consumer.
Upon receiving notice of the consumer’s experience, we immediately contacted the Factory Authorized Servicer to...

address their delay in servicing the consumer. We confirmed that a new unit had been ordered and that a service visit was scheduled for Tuesday, December 20, 2016.
We reached out to the consumer Tuesday afternoon to ensure his disposer was replaced, as promised. He was appreciative of the call, and we invited him to contact us directly with any further concerns.
Our Factory Authorized Servicers are our trusted partners in providing in-home warranty service to our consumers. We expect prompt, courteous and professional service from our network of Servicers, and they are regularly evaluated and monitored to ensure their good standing with our company.
If ever a consumer is not satisfied with their in-home warranty experience, we encourage them to contact us so we may investigate and address the situation.
Warm regards,
Rebecca [redacted]Manager, Consumer Relations

Hi [redacted], Thank you for the opportunity to respond to the consumer complaint your organization received about our company. I’m happy to share we’ve reached a satisfactory resolution with our consumer.On August 16, 2106, we were able to connect by phone with Ms. Dona [redacted].We discussed her...

experience with our product, educated her about the possible causes of surface contamination in disposers, as well as explained the terms of her warranty. While what she described was not covered by her warranty, we stand behind our products and value our consumers. As such, we reviewed several options for further resolution of her situation, and she agreed to a one-time goodwill gesture of a refund for the purchase price of her disposal.Ms. [redacted] was more than satisfied with our offer and said we, “went above and beyond.”Regards,Rebecca [redacted]InSinkErator

Thank you for the opportunity to respond to the consumer complaint your office received about our company. I’m happy to share we’ve reached a satisfactory resolution with this consumer. In review of the documented correspondence between Ms. [redacted] and our contact center, the issue she...

described during her initial call on October 17, 2016, indicated her disposer was jammed, which usually can be cleared by the consumer using our step-by-step instructions. In the event, a consumer declines to try to resolve the issue themselves, we may provide alternative options for resolution. While a jam is not covered under our company’s warranty policy, as it is not a manufacturing defect, we did offer a complimentary replacement or we could refer her to an authorized servicer who would clear the jam for a fee. As these options were not satisfactory for Ms. [redacted], and at her insistence, we agreed to have the unit serviced, and replaced if needed, at no cost to the consumer.  Regrettably, due to miscommunication, the authorized servicer we contacted did not follow through as expected. Ms. [redacted] informed us of this subsequent issue on November 14, 2016, and we immediately contacted the servicer and reiterated the work to be performed. The next day, all parties discussed and agreed to next steps via a conference call. As a onetime goodwill gesture, Remedy Appliance will install a new Badger 100 at no cost early next week. As a follow up courtesy, our corporate office called and left messages with Ms. [redacted] November 16th and 17th to ensure her needs where met. To date, Ms. [redacted] has not returned our calls. Warm regards,  Rebecca [redacted]Manager, Consumer RelationsInSinkErator

At InSinkErator®, we value our consumers’ feedback and we work hard to keep their faith in our product. As stated in my initial response to the consumer’s complaint, all parties were in agreement via conference call as to the resolution of the issue. I apologize for any miscommunication or further inconvenience caused to the consumer.   As promised, the authorized servicer replaced the consumer’s unit November 22nd. Upon inspection of the original unit, the servicer concluded the unit was jammed by a small metal object, which could not be dislodged with pliers.  A jam is not caused by a defect and thus not covered under warranty. Nonetheless, because we hoped to find a satisfactory resolution, the consumer received a complimentary service visit and a replacement unit at no cost as a onetime goodwill gesture.   In a follow up call with the consumer to confirm her needs were met, she expressed her satisfaction with the service visit.   Warm regards, Rebecca [redacted]Manager, Consumer RelationsInSinkErator