Truelove Construction Decorative Concrete & Countertops

At the end of the day this is all about a delivery arriving at 4pm when the client was given an approximation of 1-3pmOne hour out of the approximated delivery timeI was given the call only because the salesman was asked for compensation and salespeople do not discuss such requests from clientsI am not a liar and I resent being called a liar here as all of this correspondence is public recordI feel this client has slandered my name publiclyI will now seek council and examine the potential for a lawsuitThere will be no written letter of apology but there just might be a day in court.Thank you, [redacted]

This correspondence is in response to complaint # [redacted] filed by [redacted] against [redacted] Royal Green ApplianceThe customer has had a history of cracking and chipping porcelain around the burnersThe [redacted] factory has changed the main top for the customer on two occasions at no charge and is willing to do so again even though the product is long out of warrantyI would ask that you review the attachment showing a string of emails showing [redacted] making an appeal for exchange on the customers behalfThe appeal was denied because [redacted] customer service has determined that [redacted] is using abrasive materials to clean the main top and this goes against the use and care instructionsWe sell hundreds of porcelain toped ranges yearly and have never had three go bad everHere is a quote from the [redacted] representative [redacted] which can be seen on the email exchange " Ok I spoke with the head of the customer service and she gave me the breakdown on what is going onShe is willing to service the unit and repair the product since it has to do something with the use of the productThe unit is not going to be replaced because of thisHearing the details, there has to be something she's using on the surface to cause this." The factory is convinced the erosion of the porcelain is from customer error even though the customer claims to only use a sponge with soap and water to clean the topA sponge will not chip porcelainIn regard to the customers claim "when I cook it makes my kid's sick" I find this to be impossibleWorn away porcelain would have no way to enter a pot or pan resting on a burner grate 3" above the worn main topWe will once again repair this unit at no charge to the customer and insist abrasives no longer be used to clean the product

Revdex.com:ok I will have them fixed this at one cost and replace this again thank you please have them contact me at home to replace the top again I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted]

The clients contractor was informed at 7:am on the day of delivery that his delivery would be in the afternoonHe told our delivery coordinator that he had a plumber scheduledHe was advised by our delivery coordinator that scheduling an installer on the day of delivery was not a good idea as
our delivery times are only an approximationHe was issued an approximate delivery window of 1-3pmOur delivery team arrived at 4pm one hour later than the approximated window of deliveryAt 4pm the client phoned the store to demand compensation for the "damages" she suffered by Leiberts arriving at 4pm one hour after the 1-pm approximationI found this request for financial compensation to be unfounded as we have no control over traffic and road conditionsWhen the clients demand for money was rejected we were threatened with "calls to Attorneys" and bad reviewsI was also told "she would never do business with us again" to which I replied "you do not have to do business with us now"We would be more than happy to refund all of your money and have our truck move onWe would never force a customer to do business with us if they were not happy doing soMy offer of a full refund was rejected and the delivery occurredI am not sure why anyone issued an approximate delivery window of 1-3pm would begin to pay a plumber at 1pmIt just does not make sense to meThe customer claims " I had to pay the plumber/installer and his assistant three hours ( initial hour window and additional hour)- $" Again why would anyone start to pay a plumber at 1pm to install an item that they are aware might arrive as late as 3pm under good conditions or even be later depending on bad road conditionsThe client phoned here looking for money not an apology*** ***

If at the time of sale a stainless main top was offered it would have been another model The model the client has does not have the ability to accept a stainless top as one was never manufactured for her modelThe top is only available in blackIf a stainless top was an option I would make it available. We sell hundreds of ranges yearly and have never seen a black porcelain top deteriorate as this clients top hasThis has occurred three times in two yearsThis is unprecedented and can only be attributed to improper cleaning methodsI do not find it feasible that a sponge with soap and water has the ability to break down porcelainWe have porcelain tops in the field that are over twenty years old and still look greatWe have secured a no charge repair for our client with a new porcelain top even though the appliance is long out of warrantyI am certain if the proper cleaning methods are used she will have years of carefree use with the top

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 and the matter has been resolvedI will keep you posted when I have received the refrigerator
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I would take the offer for them to come and replace the topbut I would like to have this changed to stainless steal they told me when I bought the product I had a choice between stainless steal top or the top I have not the one that I have now is not good and will keep on cracking and piling I would like to have the counter top change this time with stainless steal without any more cost.Thank youIf they can do this will take the offerthanks so much
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

We have advocated on behalf of the customer and the manufacturer has agreed to exchange the refrigeratorThe customer is satisfied and happy with this action.Alfred E***

Revdex.com: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:
 
Again the business - especially [redacted] is lying. I NEVER asked for compensation-the dispatcher lied to my contractor about the delivery and this lie is again being repeated in this reponse from the partial  [redacted].  I scheduled the plumber to be there because, I cant schedule the plumber to arrive at a "time in the future" given the "acts of God" the [redacted] defended himself with repeatedly regarding why they were late.  Perhaps he has subcontractors that wait around for free until the appliances around, but that isnt how most plumbers work. A simple courteous apology on the part of all of the employees from the store, was what i had initially been looking for but was met with lie after lie and defensiveness.   Further, all of this could have been avoided had the sales person or the dispatcher, told me at the time of sale or the contractor at the time the delivery was scheduled, that given their inablity to deliver items within the window they provide, through the various "Acts of God" they kept referencing, the most prudent thing would be to ensure that installation happens at least one day after the delivery, to account for said "Acts of God".  A common sense approach, which would have alleviated all of this nonsense, however it would not have exposed them as the liars that they are. And its great when you call to understand why something has gone awry and the customer service response if fine- if you dont like it , do business with someone else.  Nice to be held hostage in such a fashion.  Again, this is a group of liars, who dont care about customer service, once the sale is made.  They represent themselves as a permier appliance dealer but do nothing to uphold that representation.  I was NOT looking for compensation, but now, am looking for some compensation, given the ongoing lies that they are perpetrating, and I am also looking, as stated in my original request, for a written apology from one of the other [redacted]s besides [redacted].  And I would warn anyone of every doing business with this group.  
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely,[redacted]

At the end of the day this is all about a delivery arriving at 4pm when the client was given an approximation of 1-3pm. One hour out of the approximated delivery time. I was given the call only because the salesman was asked for compensation and salespeople do not discuss such requests from clients. I am not a liar and I resent being called a liar here as all of this correspondence is public record. I feel this client has slandered my name publicly. I will now seek council and examine the potential for a lawsuit. There will be no written letter of apology but there just might be a day in court.Thank you, [redacted]

This correspondence is in response to complaint #[redacted] filed by [redacted] against [redacted] Royal Green Appliance. The customer has had a history of cracking and chipping porcelain around the burners. The [redacted] factory has changed the main top for the customer on two occasions at no charge...

and is willing to do so again even though the product is long out of warranty. I would ask that you review the attachment showing a string of emails showing [redacted] making an appeal for exchange on the customers behalf. The appeal was denied because [redacted] customer service has determined that [redacted] is using abrasive materials to clean the main top and this goes against the use and care instructions. We sell hundreds of porcelain toped ranges yearly and have never had three go bad ever. Here is a quote from the [redacted] representative  [redacted] which can be seen on the email exchange " Ok I spoke with the head of the customer service and she gave me the breakdown on what is going on. She is willing to service the unit and repair the product since it has to do something with the use of the product. The unit is not going to be replaced because of this. Hearing the details, there has to be something she's using on the surface to cause this." The factory is convinced the erosion of the porcelain is from customer error even though the customer claims to only use a sponge with soap and water to clean the top. A sponge will not chip porcelain. In regard to the customers claim "when I cook it makes my kid's sick" I find this to be impossible. Worn away  porcelain would have no way to enter a pot or pan resting on a burner grate 3" above the worn main top. We will once again repair this unit at no charge to the customer and insist abrasives no longer be used to clean the product.

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 and the matter has been resolved.
Sincerely,
[redacted]
 
The business is providing me with a new unit to...

replace the defective one.

Revdex.com:ok I will have them fixed this at one cost and replace this again thank you please have them contact me at home to replace the top again 
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]