Town & Country Appliance

Initial Business Response /* (1000, 6, 2015/10/06) */
We are sorry for the delayPlease call the store today , and or we can located the information and give you a call and they can refund the services for the dryer for the long wait on the part We will be in contact with you today to setup the
next soonest appointmentThank you

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
I will send a copy of the invoice for the parts I purchased for reimbursement by Town and Country Appliances.
Sincerely,
*** ***
*

This customer called us from Vail before making his way inOn the phone call , *** disclosed every single detail about the refrigerator as possible to this customer which included , condition , working condition , price everything It was cut and clear what the price was before he came
in and the working condition of the refrigerator We even plugged in the refrigerator before the customer came in to ensure he was gonna be satisfied with it because it was a "as is " sale This was a face to face sale , the customer saw everything about the refrigerator in person and signed paperwork which is an agreement of sale , as is terms , and face to face transaction . He didn't have to hand us the cash if he didn't agree with the sale terms /conditions and the refrigerator , correct ? We don't "mess around " with people as the customer describes In the end ,this was a face to face transaction , and customer signed paperwork that authorizes and backs up everything in question hereWe have no fault hereThis customer harrassed *** on the phone very many times 1- months after purchase date ,when his initial problem starting happening with icemaker? ... also bearing personal threats against him as well

Customer purchased a gas stove in February of this year . Customer is 6 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 .

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 .

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 . 1 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 .

Revdex.com:The initial complaint was filed because as stated in the...

complaint. The delivery driver who delivered a broken fridge told me that they would send a better fridge at 0730 the next morning. They didnt even leave the store until 0930. 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 4-10 business days. The standard credit occurs no more than 5 business days. The terrible customer  service and all the terrible representatives that answer the phone when we call is another reason I filed the complaint. They should work on that to improve their business so they dont continue to get 1 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:I spoke with [redacted] in the store on the day following the delivery who was also the salesman I bought the machines from. He was polite and helpful. He asked me to text photos of the problem. I sent them to the number he gave me. I did not speak with [redacted]. I both texted and called the business daily without a response. However, for the business owner to imply that the scorched material on the back of the dryer shows that it is working is both irresponsible and dangerous. As a responsible home owner I know that the number one cause of house fires outside the kitchen is caused by faulty dryers. Number one! If I knowingly installed a dryer that could possibly cause my home to catch fire could make me liable in the eyes of my insurance company.I am thankful that Revdex.com was able to get a reply from the business owner and I am confident that this can be resolved without pursuing legal action.I am willing to return the dryer at my expense to save a service call and delivery costs.I'm sorry that I could not reply to this email yesterday as I did not have a computer available.
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/07/15) */
We are sorry for the inconvenience that has occurred with the purchase of the washer and dryer unit. We received email from you on 06/24/2015 with the concerns in regards to washer and dryer that was delivered. The appliances and are not brand...

new; therefore, there are scratches or dents on units sometimes. After 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 delivery. We asked that you call the shop to schedule a pickup. We do not replace doors on units. As stated before we would be happy to provide a full refund, but we are not paying to have new doors replaced. We also can also reimburse you for the expenses for fixing the scratch on the wall. With 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 repairs. Please let us know. Once again, we apologize for the inconvenience. If 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 /* (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 $100 settlement for damage caused and even scheduled a pick up for today, Wednesday July 29, 2015 between 1:00pm-4:00pm. Once again, no call, no show, no communication. I 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 are. My 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 /* (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 10 am to 5 pm
XXX XXX XXXX

Customer ordered a washer and dryer over the phone. Customer was delivered the washer and dryer that was stated in the email he sent us with the link  , the exact washer and dryer he inquired to us about . When the customer had the washer and dryer delivered ,  he inspected the and also...

the CREDIT CARD COPY  AND OUR STORE COPY POLICY AND RECIEPT  which on the bottom includes his agreements towards the washer and dryer he had purchased. He did not , at any point during or after the delivery ,  tell our delivery crew he was not happy and did sign off on the washer and dryer set. The customer then , out the blue called our company on the first initial call to "demand and upgrade washer and dryer for the inconvienance??? , then started to threaten refund and pick up . "  We then explained the policy at the bottom of his receipt and this customer . Customer did not want to bring them back in the store so initially we charge shipping and handling fee of $40 . We then scheduled a pick up and check refund as you can see above. We pick up the washer and dryer set as agreed and hand the customer the refund check , he looked at it ,  HE ACCEPTED IT would not give it back , then  he screamed , cursed at our delivery guy . Our delivery guy called our manager [redacted] and gave the [redacted] the exact instruction at which [redacted] did comply.  The customer proceeded to call the cops , called our store and driver multiple times to personally harass the driver ,he harassed  the store sales guy and the store manager. The customer said he was going to contact you and he was going to CANCEL HIS CREDIT CARD CHARGE. ONCE A CUSTOMER CANCELS THEIR CREDIT CARD , WE WILL ABIDE BY MERCHANT LAWS AND WAIT FOR THE PAPERWORK TO COME THROUGH .  We shortly after had to cancel the check because customer said he would cash it and pursue chargeback also. He will now get his refund through his credit card company , bank  and he is NOT ALLOWED TO VISIT THE STORE OR CALL INTO THE STORE FROM HERE ON OUT. Communication will be set through the Revdex.com to protect our employees. His refund will come from his bank / credit card company at this point . We are done with this customer , he is to make no contact with us what so ever.  I HAVE ALL SIGNED PAPERWORK , EMAILS IF THE IT SUITS THE Revdex.com TO SHOW EVIDENCE. Thank you .

Have the customer send the invoice for reimbursement . The last time we heard from him , he was very rude , made personal threats to our sales guy Matt and even proceeded to tell us how much we are piece of ss we are . After he is reimbursed , I would expect a sincere apology to our staff .

The customer was scheduled for today , Wednesday November 15th . We had to order a part and received it yesterday afternoon . We are scheduled to head out from 9 am to 1 pm this morning . If the part does not fix it they are more than welcome to do a refund . They should have specified that when my...

tech was there at the home  the first time . We apologize for the inconvenience but we are doing what we can to fix the situation .

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

Complaint: [redacted]
I am rejecting this response because:I drove 28 miles to return the appliance as agreed upon per the owner in this communication. I got to the store and told the employee the situation and that I’d only be returning the dishwasher and not the fridge. He was rude, unprofessional and unhelpful. We were trying to explain to him to situation and I had his bosses response pulled up on my phone proving that this was the agreement. He 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 time. I 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]

Revdex.com:
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: Yes I am rejecting their response. Their response is misleading as it was with representing the refrigerator they sold me. They would not give you the receipt with the info on to their policy until you paid them and then once you paid them the cash they had the all sales are final attitude. None of the complaints filed against them have ever been settled and this just shows how scamy they are with their sales. They continually as in this case say they will resolve it with sending out a person to fix it and then not take your calls and try to turn it around as if the customer was doing something wrong. Who in their right mind would buy a $1500.00 fridge and without some sort of repair policy or the [redacted] standing behind the product as all business that are reputable would. Just view all the complaints against them and the fact that so many people have had problems with them and none of them have been resolved and you will come to the only conclusion, Town and Country Appliance is not a trust worthy business in Longmont, CO.I would even deliver the fridge to them to fix if they would honor their product that is suspect of either coming from a customer of theirs or from a shady loading dock as they also mentioned to me as one of their sources.
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/10/07) */
We have sent the check refund for the (unbroken dishwasher) picked up last week .This customer was one of our more difficult customers to schedule any sort of time / appointment to comeback out to do anything to help the situation. The counter...

that she stated we had damaged had already been damaged by the previous installer, as she stated to us before as it shows wear and tear of the old epoxy used to glue it back in place. Our installer let her know of this before he pulled out the dishwasher , stating that the piece may come back off because of how the old dishwasher is bigger than the space required. We have already agreed to the terms of pick up and full refund of dishwasher, and we have tried several attempts to have the installer to go back out and take care of re-applying the glue to the piece .Like we stated above , check refund has been sent already and she is to receive this week. We can reimburse for materials ( prep and adhesive) for the counter , but we are unable to reimburse for time loss as there was several appointments that the customer missed that we scheduled as well.
Initial Consumer Rebuttal /* (3000, 8, 2015/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Honestly I don' believe that a check is on its way They have done nothing but say one tjing and do another about appointments about calling back about getting in touch with the boss and having him call me back . I'm not sure who this is that is responding to this complaint but this has been the most unprofessional business and situation I have ever come across. All of your responses to this complaint are untrue and lies. I had scheduled so many appointments with you that I called off work which cost me lost wages to sit at home for a 5 hour time frame to have you not show up I would call back when you would finally answer the phone there was no apology or reason why. there was no record of the appointment being set. nobody ever called me back they have one gentleman Dakota and I use the term loosely answering the phones who is nothing but a liar he is also the one that they send out to the appointments he is the one who broke my counter and he did not bring that to my attention everything stated by them in regards to that incident is a complete fabrication. I already have a person willing to give a statement in regards to what took place that day how they missed the appointment that we waited around for five hours the prior day and had no explanation for not showing. to put it plainly and clearly I'm seeking the full amount that I have requested. I'm sure I'm not the first one to complain about this company through the Revdex.com and I'm quite certain I will not be the last I don't understand how a business like this stays open and does not get shut down. I don't know whoever is running this operation but for a business owner to not take control or take pride in his company and allow his clerks and employees to run into the ground is absolutely shocking. That being said I will do whatever necessary to recoup all of the costs for the cost of the dishwasher the labor and the cost of repairing the counter and all of my wages lost while sitting around waiting for appointments not fulfilled by this farce of a company.
Final Business Response /* (1000, 17, 2015/10/27) */
We apologize for the delay in responding and apologize for the experience and your frustration. As we stated in the first response we mailed a refund check, we have since verified that this refund check has been cashed by the customer. We are willing to resolve the complaint in good faith effort and would like to resolve even though we were told at the delivery that the damages were already there. We are willing to pay for materials for the repairs.
Thank you

Hello - the customer has an invalid complaint and story . 2 months after purchase , his dryer seemed to smell like burning . After 30 days from purchase a $40 deductible is to be paid - this is signed on the bottom of receipt . The customer had refused service calls on multiple attempts  and...

did not return calls from both store and service tech . We answered every call with anticipation of a service call or another solution . We have tried to complete a service and exchange and customer refused both in end discussions . At this point he needs to bring dryer into the store  for service or as he stated before bring it in for a refund which is what was agreed upon . He needs to bring in for a refund as he wished and commanded . We will not be peforming any service unless he brings it in due to the many scheduling conflicts and no shows that have occurred .

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 them. I did not want another appliance from them but had to accept it if it worked. This company does not care anything about customers and has avoided me for 2 weeks. 
Sincerely,
[redacted]

The paperwork arrived at our offices on 12/5/17 - 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 .?!?!