Thank you for the opportunity to respond to the consumer complaint your office received about our companyI’m happy to share we’re working toward a resolution with this consumer We immediately reached out to him to discuss his experienceBased on our understanding of his issue, the unit was likely installed improperly, which caused the intermittent vibration that he describedWe 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 performanceHe understood and expressed satisfaction with our responseRegards,Rebecca [redacted] Emerson Commercial and Residential Solutions
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 consumerIn 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 instructionsIn the event, a consumer declines to try to resolve the issue themselves, we may provide alternative options for resolutionWhile 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 feeAs 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 expectedMs [redacted] informed us of this subsequent issue on November 14, 2016, and we immediately contacted the servicer and reiterated the work to be performedThe next day, all parties discussed and agreed to next steps via a conference callAs a onetime goodwill gesture, Remedy Appliance will install a new Badger at no cost early next weekAs a follow up courtesy, our corporate office called and left messages with Ms [redacted] November 16th and 17th to ensure her needs where metTo date, Ms [redacted] has not returned our callsWarm regards, Rebecca [redacted] ***Manager, Consumer RelationsInSinkErator
Hi [redacted] , Thank you for the opportunity to respond to the consumer complaint your organization received about our companyI’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 MsDona [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 warrantyWhile what she described was not covered by her warranty, we stand behind our products and value our consumersAs 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 companyI’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 consumerWe confirmed that a new unit had been ordered and that a service visit was scheduled for Tuesday, December 20, We reached out to the consumer Tuesday afternoon to ensure his disposer was replaced, as promisedHe 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 consumersWe 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
Thank you for the opportunity to respond to the consumer complaint your office received about our companyI’m happy to share we’re working toward a resolution with this consumer We immediately reached out to him to discuss his experienceBased on our understanding of his issue, the unit was likely installed improperly, which caused the intermittent vibration that he describedWe 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 performanceHe understood and expressed satisfaction with our responseRegards,Rebecca [redacted] Emerson Commercial and Residential Solutions
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 consumerIn 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 instructionsIn the event, a consumer declines to try to resolve the issue themselves, we may provide alternative options for resolutionWhile 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 feeAs 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 expectedMs [redacted] informed us of this subsequent issue on November 14, 2016, and we immediately contacted the servicer and reiterated the work to be performedThe next day, all parties discussed and agreed to next steps via a conference callAs a onetime goodwill gesture, Remedy Appliance will install a new Badger at no cost early next weekAs a follow up courtesy, our corporate office called and left messages with Ms [redacted] November 16th and 17th to ensure her needs where metTo date, Ms [redacted] has not returned our callsWarm regards, Rebecca [redacted] ***Manager, Consumer RelationsInSinkErator
Hi [redacted] , Thank you for the opportunity to respond to the consumer complaint your organization received about our companyI’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 MsDona [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 warrantyWhile what she described was not covered by her warranty, we stand behind our products and value our consumersAs 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 companyI’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 consumerWe confirmed that a new unit had been ordered and that a service visit was scheduled for Tuesday, December 20, We reached out to the consumer Tuesday afternoon to ensure his disposer was replaced, as promisedHe 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 consumersWe 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