Trico TV & Appliances Inc.

The business has responded please see below:Hi and Writing in response to the above complaintI Believe her anger should be directed toward *** Company not TricoThe Manufacturer is the one who warranties the product for a year not the retailerI am highly offended by most of the complaint
that was statedOur company and employee have spent many hours ,day after day on the phone with *** trying to solve this matter in exchanging the washer .Back in November of is when we first discuss with *** to exchange the product that it had a issueBut they insisted on putting a replacement part in itBut could not supply the part that was neededWe have sent a tech to her house with out charge to anyone several timesAS of 4/**/we offered *** a loaner till we could get somewhere with *** but she refusedWe still till this day are on the phone with *** but seems like we are getting know whereWe have spoke to several supervisor from there company and are promis ed a call back to get this matter solved but never received oneWe have always been doing what we can on our partI have called *** back with information every time I said I wouldWe can only tell her what information we are getting from ***We seem to be getting the run around from that company our selfLike I said we have been on the phone every week several times a week but still no whereBecause they were purchased here we will offer for both itemsBad mouthing our company or *** is not getting us no whereWe are trying our best but are not getting much cooperation from ***She should try contacting the Attorney General of New JerseyThank you

Review: I purchased a [redacted] washer and dryer in the amount of 1348.00 on March ** 2014 both machines came with a 1 year warranty. The machines started acting up a few months after purchasing. I have had the washer repaired multiple times. the last time I contacted Trico Appliances back in November 2014 because my washer again smelled of burnt plastic. they sent a man out to repair he and told me my washine was fried. informed me to contact [redacted] because there was nothing he could do. I asked him for a copy of the work oreder he said I didnt need one to just call [redacted] and explain to them the machine was unfixable. so I contacted [redacted] at the number he provided ###-###-####.

I spoke with [redacted]. he said they should have given me documentation. but he would call and speak with the company himself.

3 WEEKS LATER I call trico and speak with [redacted]. he informs me that he is coming out with a part to fix the problem. comes out a week later. tries to fix it and says well that wasn't the problem he was going to go back to the store and call me with further information.. NEVER RECEIVED A CALL BACK..... So I call and speak with him about 3 weeks later and he informs me [redacted] is sending the part and they should have it a week later.. A week goes by STILL NO CALL BACK. I call Trico and ask if the part is in? Im told the part (door Latch) is on back order. this goes on every week (I call trico every week till March * 2015) im informed every week the part is on back order. Im still very patient. I call and speak to [redacted] at Trico I explain that this is unacceptable and I want either a new machine or my money back or Im getting the courts involved. she informs me to contact [redacted] get a case # and they will get me a new machine. Mind you this is still March **,2015.. I contact [redacted] at [redacted]. she gives me case # [redacted], tells me to give Trico this number tell them to call back with the case # and you should have a new machine in a week or so. I call [redacted] give her this information. she informs me I should have a new machine 2/* days from now. A WEEK GOES BY. NO CALL BACK.. I call [redacted] she informs me [redacted] gave me the wrong information. we go back and forth back and forth. she tells me she will call me back tomorrow. Guess what Tomorrow cam and went NO CALL BACK... I call and speak to [redacted] at [redacted] we calls Trico speaks to [redacted] Instructs her what to do. I call [redacted] back the next day She in forms me we should have the RA # we need from [redacted] The distributing company with a day or 2, Im calling Trico everyday now asking about what is going on because they tell me they will call me but never do. thursday April ** 2015 I call and speak to [redacted] she says I have great news I spoke with [redacted] he informed me you will either have a new washer or your money back and that she would get back to me within 24 to let me know which it will be. I called her back on Tuesday April [redacted] 2015 a different woman answered. she said [redacted] was out sick and she nor [redacted] had No answers for me. I called on Wednesday [redacted] answered and said she would call [redacted] and call me right back.. NO CALL AGAIN. I called this morning around 9:40 am I spoke with [redacted]. he told me and I Quote " Im sorry your upset mam, Im a retailer not [redacted] associate, it is Not my problem you purchased a cheap appliance from a cheap company" I said it is your responsibility you sold me the appliance at $649.00. is not cheap for 1 appliance.. [redacted] told me when I went in looking for a new washer and dryer under $1000. this was one of the best efficient washer and dryers he had. Why would you sell garbage to your customers Who purchase hear often. At this point im upset. I informed him I want a new washer by the end of this week or my money back. he said I dont know what to tell you Im not giving you anything till [redacted] pays me for the machine I have here in my store. So I say so basically im out of a washer and out of $649.00. He said until I get paid. Yep!.. I told him im reporting him he said "Oh well I hate you and you hate me". Your upset mam and told me he is hanging up now and hung up on me!Desired Settlement: I want my money back for both washer and dryer since I have had nothing but issues from both machines totaling 1298.00, I will purchase a new set from a Large corporate company like [redacted] or [redacted]. I feel I have been fair waiting 5 months and Way more patient than most people. It has cost me over $2000.00 just to wash my laundry (a family of 7) at the laundromat. Not to mention the cost for gas.

Please help me out with this situation. Im beyond upset and frustrated at this point. Thank You in Advance.

Business

Response:

The business has responded please see below:Hi and Writing in response to the above complaint. I Believe her anger should be directed toward [redacted] Company not Trico. The Manufacturer is the one who warranties the product for a year not the retailer. I am highly offended by most of the complaint that was stated. Our company and employee have spent many hours ,day after day on the phone with [redacted] trying to solve this matter in exchanging the washer .Back in November of 2014 is when we first discuss with [redacted] to exchange the product that it had a issue. But they insisted on putting a replacement part in it. But could not supply the part that was needed. We have sent a tech to her house with out charge to anyone several times. AS of 4/**/2015 we offered [redacted] a loaner till we could get somewhere with [redacted] but she refused. We still till this day are on the phone with [redacted] but seems like we are getting know where. We have spoke to several supervisor from there company and are promis ed a call back to get this matter solved but never received one. We have always been doing what we can on our part. I have called [redacted] back with information every time I said I would. We can only tell her what information we are getting from [redacted]. We seem to be getting the run around from that company our self. Like I said we have been on the phone every week several times a week but still no where. Because they were purchased here we will offer 500.00 for both items. Bad mouthing our company or [redacted] is not getting us no where. We are trying our best but are not getting much cooperation from [redacted]. She should try contacting the Attorney General of New Jersey. Thank you...

Review: purchased a refurbish refrigerator from Trico with a 60 day warranty. I called them on 7/*/14 to tell them that I needed someone to come out and look at refrigerator because it was making a humming noise. I was told someone would call me back. After 2 days with no call back, I called again on 7/**/14 and spoke to someone again regarding the humming, she informed me that I would get a call within the hour (which I did). I was told at this call on 7/**/14 that the service main would call me back on Monday 7/**/14 to schedule a day and time to come and look at issue. I never received a call so on 7/**/14 I called and spoke to a woman (I believe name was [redacted]) who then put [redacted] on the phone. [redacted] started screaming at me stating he is too busy for this crap. I asked him why he was yelling at me and that I understood they are busy but when I was told I would receive a call on a certain day,, that I expect a call. he then proceeded to yell at me that he will come and get refrigerator and reimburse me my money. I told him that I don't need to be reimbursed I just would like someone to look at it. I also advised him that the refrigerator temperature is fine. He ([redacted]) then proceeded to tell me that this matter wasn't important and that I will be put on the back burner then he disconnected my call. About 5 minutes after that call I received a call on my cell phone from a woman at Trico stating that [redacted] wants to come and get refrigerator that day or tomorrow and reimburse me for it (this message was left on my voice mail). I didn't call back as of yet.Desired Settlement: I want refrigerator repaired (per warranty in writing) and an apology from [redacted] for treating a customer the way he did and not standing behind his warranty. I want to keep refrigerator. I don't have the money to buy a brand new one.

Business

Response:

Most of the complaint is correct. Because she could not wait for what I determined on her appliance that it was not a serious issue .I decided that it would be best to refund her money to her . She was not happy with the situation or my company. My policy that hangs in my store clearly state that I have the final decision refund the money if the matter can not be solved any other way. When the appliance is return to my store front in the condition that it was sold to her then she will get her refund. The unit was refurbished Comparable Refrigerator go over $2000 dollars. I can't see no other solution to this but to refund her money and she then can purchase another one somewhere else. I didn't refuse her service on the refrigerator. Now all I want to do is refund her money and move forward. I will apologize that I lost it ,but she put to much pressure on me and would not wait till I was available to get there. I do not want to de al with a customer who bad mouths me and my company. I will refund her money in a week time frame only. Then hopefully this matter will be solved . Thank you........

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Not once did anyone offer to come out and look at the refrigerator. I made several calls to the company with no response to my issue. I was very patient and told [redacted] that I just want to make an appointment to have it looked at. He never have me that option, he was just very rude with me and told told me that I would be put on the back burner because he is way too busy to deal with my issue. On the reciept given to me it states I have a 60 day warranty that he is choosing not to honor. I find it very sad that he is turning this around on me and saying that I was difficult with his staff. Not once did I raise my voice nor was I rude to anyone. I simply asked why no one returns my call when they say they will call and to make an appointment. I understand if other people have more of an issue than I do. But I do expect recognition for a problem with a product that I bought that has a warranty. I would have never bought the refrigerator if it didnt have a warranty.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Our previous response stands. It is our options to give her money back. That is our final decision. She has only 60 day from purchase date to respond to this. This is the only resolution I feel is correct for this matter at hand .Thank you....