Town & Country Appliance

We opened our store the next day and literally gave a refund as we opened I'm not sure why this complaint even registered We did not even have a chance to even do anything about it until we opened the store

Initial Business Response / [redacted] (1000, 6, 2015/07/15) */ We are sorry for the inconvenience that has occurred with the purchase of the washer and dryer unitWe received email from you on 06/24/with the concerns in regards to washer and dryer that was deliveredThe appliances and are not brand new; therefore, there are scratches or dents on units sometimesAfter receiving your email on 06/24/2015, and learning that you were unhappy with purchase we advised you that we would be happy to provide you for a full refund and we also would pay for scratches to the wall that occurred during the deliveryWe asked that you call the shop to schedule a pickupWe do not replace doors on unitsAs stated before we would be happy to provide a full refund, but we are not paying to have new doors replacedWe also can also reimburse you for the expenses for fixing the scratch on the wallWith the photos we received we contacted a few companies to determine how much repairs would cost to repair the scratches, and we received quotes for $100.00, we would be happy to issue a refund for this amount to cover the expenses for these repairsPlease let us knowOnce again, we apologize for the inconvenienceIf you would like to schedule a pickup of the units and have full refund issued, please give us a call at XXX-XXX-XXXX, to schedule a pickup time Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/07/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I called and spoke to [redacted] and agreed to a full refund PLUS $settlement for damage caused and even scheduled a pick up for today, Wednesday July 29, between 1:00pm-4:00pmOnce again, no call, no show, no communicationI had to call [redacted] on a different phone number and he said it is out of his hands and the sales rep has additional conditions of the transaction but doesn't know what they areMy tenants are being inconvenienced, I am being inconvenienced and all I want is what Town and Country proposed to do to settle this situation Final Business Response / [redacted] (1000, 17, 2015/08/25) */ We gave this customer back her money for the washer and dryer and a check for the damage done a couple weeks back This is why this is ridiculous Tnc appliance [redacted] n [redacted] st Longmont XXXXX Open Monday through Saturday am to pm XXX XXX XXXX

We have tried to send several techs over to address the this issue We can't order any parts of any sort We would like to pick up the refrigerator and issue a refund as we don't think the problem can be fixed without the model number we seek to order any parts last option would be to attempt to send another experienced tech to look for a part number as a last stop - we were currently looking online for similar models to see if something could be done quicker but I guess patience and time are not there If the customer would like we can setup for another tech to go this week as a last attempt Both parties please advise

Customer purchased a gas stove in February of this year Customer is months out of warranty Customer called us on November 9th to ask and tell us he had another company fix his stove and what we were gonna do about it We explained there is not much to help with as the stove is out of warranty for one 2) having another company service it would have voided warranty if there was one 3) customer never called to have any sort of service done from us 4) the other company already fixed his stove This complaint is very puzzling to me I have attached the original receipt of purchase Nothing is to be done on our end If the stove is under our warranty - we would have fixed it under warranty as our usual procedure

Revdex.com:The initial complaint was filed because as stated in the complaintThe delivery driver who delivered a broken fridge told me that they would send a better fridge at the next morningThey didnt even leave the store until To top it off, when I called regarding this error, the manager said "my fridge might already be recycled" how can that be if they "barely opened"Then when I asked for a refund, my wife and I were told it would take 4-business daysThe standard credit occurs no more than business daysThe terrible customer service and all the terrible representatives that answer the phone when we call is another reason I filed the complaintThey should work on that to improve their business so they dont continue to get star ratings all the time 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]

Complaint: [redacted] I am rejecting this response because: MMy complaint was not premature, at the time unsent in the complaint I was still unable to reach the business Only after reached out to the [redacted] show and they contacted the business was I able to reach themI did not want another appliance from them but had to accept it if it workedThis company does not care anything about customers and has avoided me for weeks Sincerely, [redacted] ***

The paperwork arrived at our offices on 12/5/- we signed off as accepted chargeback There is nothing more to discuss if the Revdex.com would like I will send signed and faxed copy of paperwork- you will also see when they sent it to us to prove our point here as we waited for paperwork .The credit card merchant has already taken funds out of the account to provide the customer his refund I have no idea what the purpose is this rejection claim is .?!?!

Complaint: [redacted] I am rejecting this response because:I drove miles to return the appliance as agreed upon per the owner in this communicationI got to the store and told the employee the situation and that I’d only be returning the dishwasher and not the fridgeHe was rude, unprofessional and unhelpfulWe were trying to explain to him to situation and I had his bosses response pulled up on my phone proving that this was the agreementHe kept walking away from me and didn’t bother to take my information to give me a call He stepped outside in “attempt” to call his boss and since he didn’t answer he said there was nothing he could do and that we would have to come back another timeI tried being fair by only bringing back one of the two appliances, At this point I feel the owner should do me the respect of coming to pick up the appliance themselves and refund my money Sincerely, [redacted]

Our response stays the same as previous one Attached is his receipt Please review the receipt and all your evidence is there Thanks

This customer did not coordinate anytime - nor date on returning appliances The employee on Sunday is not authorized to do this The customer can come in from Monday through Friday - am to pm to return the appliance - we also do advise a call ahead prior to coming down After being denied at the customers house , it’s now up to the customer to return it on a day that someone can authorize transaction and refund Customer needs to call ahead to make sure we have someone at the store to successfully make the return complete and that we will have paperwork and check refund ready

Hello , this customer was very difficult to schedule with After times showing up and the customer not answering door even after she confirmed mandatory call aheads The customer brought the stove to us as she agreed and got her full refund The stove was not broken and was fully
operational This customer didn't like that it was a used stove Full refund had already been given weeks ago

The customer has followed through with chargeback process also known as cancelling his credit card Our company will not speak with the customer nor do not want him toward the property Once the chargeback is in place, the card merchant will debit our account for the credit card amount ran We will not reject the chargeback because we do not want to deal or speak with his customer again Wd have already re sold the set It is clear we will not do business with this customer in the future so the customer needs to wait until the funds enter his account which will be any day now We will let the charge back go through and he can print this response and show bank this answer because I'll make it clear , we will absolutely not speak with this harassing customer ever again I take personal and harassing threats against staff seriously This is the resolution This deal is done

Complaint: ***
I am rejecting this response because: The allegations made by the company are in no way trueAt no point was there any yelling or cursing at the driver nor harassing of the staff Phone records will prove that calls were made with no answer and the duration of the one phone call that was answered lasted only a few minutes when washer and dryer were delivered, I expressed my concern with the appearance of the products and was assured that it would clean up and was only dirty from the transport of the products When *** handed me the check for the refund, I explained to him that the amount was wrong and that I was told I would be getting a full refund why would I pay for delivery of unusable products? You do not pay partially for a steak that was prepared poorly just because it was already cooked The company did not receive any threats from me at anytime The matter in question was of $ If the check was in fact cancelled, than the fees for NSF and the entire amount of $will be the amount stolen as the products were removed from my property
Sincerely,
*** ***

Customer bought used appliances with a day parts / labor warranty via the website .Customer had them dropped off to the house and the customer installed them into their house The customer had a problem after day or so of use The customer calls the shop to Schedule a warranty service call
that has the intention to fix everything , under warranty , no charge Our technician gives the customer a min call ahead and the customer explains they will not Have a service call , they bought new , they want a refund Our policy states we are to attempt the repair during our warranty period that refund are not offered Here we are now Just as as promised by the customer because refund not authorized at the time of call If the customer wants a refund , they will bring the appliances to th store This is against our policy and the way we run our warranty process but if this is public , then this is us , here to help a customer out when it’s not what was agreed upon

Customer bought a stackable washer dryer He had warranty service done free of charge both times with stackable fully operational after th second call out .C ustomer decided to do a chargeback ( credit card dispute to reverse th charge ) then gave us a ultimatum to pick it up same hour same day
or it we be thrown away We responded back with if we do not have the appliance in our possession before chargeback comes through , we will not agree to the chargeback Customer then called us to schedule pick up date and time Customer is upset because chargeback paperwork hasn’t come through yet and told him we always offer refund with pick up / refund in store ,but because a chargeback was initiated before anything was even scheduled he would now have to wait Refund will be granted when the chargeback paperwork comes through and or he can come in face to face to sign documentation stating pick up of a check refund face to face

Everything that is stated about this claim , is stated on the receipt. We would honor any repair that needs to be done, under a warranty provided by us , it says this clearly on the receipt At this point, we would like to have the customer bring the dryer back in store, to receive a check refund face to face and we will receive our dryer face to face

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

Customer has prematurely made the complaint She was already taken care of with a exchange dryer per her request

We spoke with our sales man *** and *** states he customer called Demanding same minute service which is something we do not do .This customer also being very rude and personal to *** We have a schedule to keep which is why the customer is scheduled for next soonest appointment .He is trained
to deal with frustrated customers We apologize for the situation

The customer had come on to our store to speak with *** The customer was concerned about why something had potentially melted to the back of the drum and *** and *** explained that is where the heat from the "heating element" comes from and that could be why so it was functioning properly
*** had waited for a model number from him so we could investigate the problem but I guess he chose this route ? So now that we have a model number we can proceed to as and make the situation These products are sold as is , but we will remedy the situation as we have not heard back from the customer since he came in to the store