Thornberry's Appliance & T.V., Inc.

In 2009, I bought appliances (refrigerator, stove, range hood and dishwasher) from Thornberry's and had a nightmare of an installer. Hope the teacher Thornberry's uses to do installs as his side job is long gone. He chipped my new stove while installing the range hood, chipped my countertop in 3 places while installing my dishwasher incorrectly (I had to hire a plumber to install it correctly). The installer didn't own up to any of the damage he did. The saleslady who highly recommended this guy to do the installations stood by him and was extremely rude to me. It was a nightmare. After I had the work done, I found out from a friend that she had a very similar negative experience when Thornberry's remodelled her bathroom and kitchen. I wanted to support a local business. Next time, it's Home Depot for me!

In 2009, I bought appliances (refrigerator, stove, range hood and dishwasher) from Thornberry's and had a nightmare of an installer. Hope the teacher Thornberry's uses to do installs as his side job is long gone. He chipped my new stove while installing the range hood, chipped my countertop in 3 places while installing my dishwasher incorrectly (I had to hire a plumber to install it correctly). The installer didn't own up to any of the damage he did. The saleslady who highly recommended this guy to do the installations stood by him and was extremely rude to me. It was a nightmare. After I had the work done, I found out from a friend that she had a very similar negative experience when Thornberry's remodelled her bathroom and kitchen. I wanted to support a local business. Next time, it's Home Depot for me!

Review: I purchased a [redacted] refrigerator on 7/16/2010, invoice [redacted]. I also purchased Thornberrys exclusive 5-year insurance for $149.00 with the specific contingency that IF the insurance was not used during the 5-year period, I would receive 50% of my purchase price back; name.y $74.50. This policy was explicitly displayed at the store'sAt Front Desk and thoroughly explained by the Sales Person-Stew.

The 5-year period has now ended and today I went to the store to collect my check for $74.50. Stew was still working there, and remembered the sale. However, when he called management to request a CHECK be issued for my refund he was informed that the refund is NOW only store credit. However, this was not the stipulation when I purchased their insurance on my refrigerator AND microwave. Now Inam out $150.00 because management baited and switched their policy in bad faith, while I purchased in good faith. Their actions can be considered fraudulent. As a Senior, I live on a budget and trusted this business and was counting on my refund. If the policy changed-I should have been notified, They are keeping customers money hostage and basically forcing us to purchase so they can bank more money. This is outrageous!Desired Settlement: Refund for the 5-year insurance on the refrigerator purchase AND microwave purchase (either now or when it comes due). Total refund would be : $150.00.

Business

Response:

Our policy is and has always been if an extended warranty is not used, we refund half of charge back in store credit. To satisfy this customer we will refund a check directly to customer for $74.50.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I am, however, disappointed that Thornberrys failed to extend the same customer satisfaction in regard to the microwave purchase, co-insurance due of $74.50 (total due amount of $149.00). As a Senior, they have taken my money in bad faith and their policy was NOT store credit. It isn't even printed on the paperwork that I signed.

Regards,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:You were kind enough to help me with my Revdex.com complaint ID# [redacted] against Thornberry's Appliance. Although I accepted their resolution for a refund, they have still not sent or provided a check to me. I called the Revdex.com this morning, and they suggested that I contact you via email.Please advise what next steps are required from me to receive the refund that Thornberry's stated they would provide.

Regards,

Business

Response:

A CHECK WAS MAILED TO CUSTOMER TWO WEEKS AGO FOR REFUND.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,