Complaint: [redacted]
I am rejecting this response because: at the time we made the purchase and one of the reasons for it with WS was they were offering a free installation of our new dishwasher. When their rep installed it the unit would not work and he said it was because it was frozen because of the cold weather. This is unprofessional on their part, I did not freeze the dishwasher. Plus now I am continuing to waste my precious time trying to get back the $179.99 through the rebate company for the dishwasher installation. This is also unprofessional because they are just passing their work off to me. I have spoken with the rebate company a few times on the phone now, have faxed extra documents and such. I as a customer should not have to be doing this, but again as I stated Warner's Stellian is not really completing their work. Customer service is not really their primary focus as they state in their comments!!
Sincerely,
[redacted]
October 16, 2017 Warners’ Stellian Company Inc. [redacted] St. Paul, MN 55103 Revdex.com 220 S. River Ridge Circle Burnsville, MN 55337 RE: Revdex.com Complaint Case#[redacted] To Whom It May Concern, At Warners’ Stellian, providing the highest level of service...
for our customers is a top priority. Our teams are trained to ensure we are successful in achieving that mission. When we fall short of our customer’s expectations, we work quickly to remedy any outstanding issues. Unfortunately, customer Mrs. [redacted] has experienced a service related issue with her refrigerator leaking. Once Warners’ Stellian was notified of this issue we scheduled a diagnostic and it was determined that several parts were needed. Mrs. [redacted]’s refrigerator was purchased in October 2013 so it is currently two years out of warranty. We provided an estimate for three parts that are needed. The board came with a very expensive price tag and Warners’ Stellian reached out to the manufacturer to see if we could get any assistance from the manufacturer in getting the board at a reduced cost. We received a response that we could get the board at a reduced cost, we provided that information to Mrs. [redacted] and she agreed to move forward with repair on October 2, 2017. We ordered parts that day and we were notified by Viking on October 9, 2017 that the board is on factory back order. We do have a supervisor working closely with the manufacturer and the [redacted]’s on getting this resolved as soon as possible. We are currently waiting for the part that is on back order through the manufacturer. We sincerely apologize for the frustrations. If for any reason the customer or the Revdex.com should need additional information or action, please contact us at ###-###-#### Sincerely, Warners’ Stellian Call Center Manager CC: Mr. & Mrs. [redacted]
I am rejecting this response because:This lame response from Warners Stellian - which does not at all accurately depict the events of the last month - is very typical of their absolutely horrendous service. I will never, ever buy another item from Warners Stellian and I will encourage others to do likewise.
Initial Business Response /* (1000, 6, 2015/10/02) */
October 2, 2015
Warners' Stellian Company Inc.
550 Atwater Circle
St. Paul, MN 55103
Revdex.com
220 S. River Ridge Circle
Burnsville, MN 55337
RE: Revdex.com Complaint Case# XXXXXXXX
To Whom It May Concern,
At Warners'...
Stellian, providing the highest level of service for our customers is a top priority. Our teams are trained to ensure we are successful in achieving that mission. When we fall short of our customer's expectations, we work quickly to remedy any outstanding issues.
Unfortunately, customer Ms. [redacted] has experienced an issue related to her dishwasher. The dishwasher was purchased on July 22, 2015. On August 21, 2015 we were contacted by Ms. [redacted] inquiring if the door could be latched tighter on her dishwasher, in addition to her dissatisfaction with the unit being too quiet. At that time the customer service representative stated that the customer could contact the store regarding an exchange, but advised there would be a buy back fee involved. Under the manufacturer's warranty we are required to perform service to repair the products, in which Ms. [redacted] agreed to. We scheduled an appointment for August 25th, 2015 and replaced a "stiffener bracket". We did not hear anything more from Ms. [redacted] until September 28, 2015 regarding her dishwasher. When we were contacted on September 28, 2015 Ms. [redacted] called in regards to getting the dishwasher exchanged as she has to press the "start" button several times for the dishwasher to turn on. We explained that we will need to schedule a repair under the service warranty and scheduled an appointment for October 5, 2015. We sincerely apologize for the inconvenience and look forward to resolving this matter, soon.
If for any reason the customer or the Revdex.com should need additional information or action, please contact us at 651-222-0011
Sincerely,
Warners' Stellian
Customer Service Supervisor
CC: Ms. [redacted]
July 25, 2017 Warners’ Stellian Company Inc. [redacted] St. Paul, MN 55103 Revdex.com 220 S. River Ridge Circle Burnsville, MN 55337 RE: Revdex.com Complaint Case#[redacted] To Whom It May Concern, At Warners’ Stellian, providing the highest level of service for...
our customers is a top priority. Our teams are trained to ensure we are successful in achieving that mission. When we fall short of our customer’s expectations, we work quickly to remedy any outstanding issues. Unfortunately, customer Mrs. [redacted] has experienced an issue related to her refrigerator being damaged. This refrigerator was sold at a significant discount as the retail cost for that specific model, brand new is $3499.98 + tax. Due to the refrigerator having damage at the time of delivery that was not seen at the time of the sale we gave Mrs. [redacted] a few different options to rectify the situation. We offered 1). An additional 10% discount to keep the refrigerator as is, 2.) A full in-store credit for the amount Mrs. [redacted] paid to select a new refrigerator or, 3.) The same refrigerator but brand new in the box with a significant discount, at our cost. Mrs. [redacted] chose option 3. Although we feel terrible that this situation has brought so much frustration, we do feel that we have been fair in resolving this issue. The new refrigerator is scheduled to be delivered to Mrs. [redacted] today, Wednesday 7/25/17. We sincerely apologize for the inconvenience. If for any reason the customer or the Revdex.com should need additional information or action, please contact us at ###-###-#### Sincerely, Warners’ Stellian Call Center Manager CC: Mrs. [redacted]
Hello, We apologize for any miscommunications regarding the issue with your washing machine. We can schedule for a service technician to come back to your home as a second opinion to determine where the leak is coming from and resolve the issue. Please contact us at ###-###-#### to schedule an appointment. We look forward to resolving this issue and completing the repair. Thank you,Warners' Stellian
Initial Business Response /* (1000, 5, 2015/04/22) */
April 22, 2015
Warners' Stellian Company Inc.
[redacted]
St. Paul, MN 55103
Revdex.com
220 S. River Ridge Circle
Burnsville, MN 55337
RE: Revdex.com Complaint Case# [redacted]
To Whom It May Concern,
At Warners'...
Stellian, providing the highest level of service for our customers is a top priority. Our teams are trained to ensure we are successful in achieving that mission. When we fall short of our customer's expectations, we work quickly to remedy any outstanding issues.
Unfortunately, customer Ms. [redacted] is experiencing an issue related to her range. Upon receiving notification of this issue from the customer on December 26th, 2014, we scheduled an appointment to diagnose the range. We were made aware that two of the parts needed were on factory back order. We continue to get notifications that the estimated time of arrival continues to change. We have pushed to get these parts faster and we are expecting the parts to arrive this week. Once the parts are in our possession we will get Ms. [redacted] added to our schedule to get this repair completed. We sincerely apologize for the length of time this is taking to complete.
If for any reason the customer or the Revdex.com should need additional information or action, please contact us at [redacted]
Sincerely,
Warners' Stellian
Customer Service Supervisor
CC: Ms. [redacted]
August 16, 2016 Warners’ Stellian Company Inc. [redacted] St. Paul, MN 55103 Revdex.com 220 S. River Ridge Circle Burnsville, MN 55337 RE: Revdex.com Complaint Case# [redacted] To Whom It May Concern, At Warners’ Stellian, providing the highest level of service...
for our customers is a top priority. Our teams are trained to ensure we are successful in achieving that mission. When we fall short of our customer’s expectations, we work quickly to remedy any outstanding issues. Unfortunately, customer Mr. [redacted] has experienced an issue related to his refrigerator. Under the warranty contract that Mr. [redacted] purchased we are required to perform service. After receiving this complaint from Mr. [redacted] we sent a technician out and replaced parts based on the error code that the refrigerator was showing. After replacing those parts we found more parts were needed. We have confirmed that the refrigerator service was completed on August 15, 2016. We regret the length of time that it has taken to complete. We sincerely apologize for the inconvenience. If for any reason the customer or the Revdex.com should need additional information or action, please contact us at ###-###-#### Sincerely, Warners’ Stellian Call Center Manager CC: Mr. [redacted]
To whom it may concern; At Warners’ Stellian, providing the highest level of service for our customers is a top priority. Our teams are trained to ensure we are successful in achieving that mission. Unfortunately, our customer Mrs. [redacted] has experienced issues with her refrigerator. Mrs....
[redacted] purchased this refrigerator on July 2, 2014 and it is currently over 2 years outside of the manufacturer’s warranty period. Service was performed on August 28, 2017 in which we replaced two parts and the entire service call was customer payable. Warners’ Stellian was later contacted by Mrs. [redacted] notifying us of the same issue and we returned on October 20, 2017 at no additional charge. This repair trip did not require any parts to be replaced, after the technician cleared the drain he advised Mr. and Mrs. [redacted] to watch for any more water and report it to us if the issue returns. The [redacted]’s contacted Warners’ Stellian to report the same issue we are going to replace a faulty part that was previously installed in August 2017. Warners’ Stellian’s labor work is guaranteed for 30 days. This issue was reported outside of the 30 days and our normal policy is to charge for any additional labor needed. We do agree that the part replaced in August should not have failed already and we are willing to refund the [redacted]’s the labor fee that they have paid for this current service call, we will reach out via telephone to process the refund. We will not reimburse for the repair done in August. We currently have an appointment scheduled for Monday November 27, 2017 to replace the part that we have ordered. We sincerely apologize for the inconvenience. If for any reason the customer or the Revdex.com should need additional information or action, please contact us at ###-###-####. Sincerely, Erin [redacted] Erin [redacted] Warners’ Stellian Call Center Manag
Initial Business Response /* (1000, 5, 2015/08/25) */
I apologize about the error and we would be happy to see if we can order in the specific Air Conditioner the customer would like. Please email the brand and model number to [redacted]@warnersstellian.com or XXXXXX-XXXX and we will inquire with...
Initial Business Response /* (1000, 5, 2015/07/20) */
July 20, 2015
Warners' Stellian Company Inc.
[redacted]
St. Paul, MN 55103
Revdex.com
220 S. River Ridge Circle
Burnsville, MN 55337
RE: Revdex.com Complaint Case# [redacted]
To Whom It May Concern,
At Warners'...
Stellian, providing the highest level of service for our customers is a top priority. Our teams are trained to ensure we are successful in achieving that mission. When we fall short of our customer's expectations, we work quickly to remedy any outstanding issues.
Unfortunately, customer Mr. [redacted] is experiencing an issue related to his refrigerator that was purchased on 08/19/2013. Upon receiving notification of this issue we quickly added Mr. [redacted] to our schedule to have his refrigerator diagnosed. We determined that the refrigerator did need a compressor and a drier, we order the parts and scheduled another appointment to install them. When we were made aware of an issue the second time we got a technician out the same day who determined we need to replace those parts again, in addition to the evaporators. Mr. [redacted] is scheduled for Wednesday 7/22/15 to have this repair completed. We are confident that this will resolve the issue and we sincerely apologize for the inconvenience.
If for any reason the customer or the Revdex.com should need additional information or action, please contact us at [redacted]
Sincerely,
Warners' Stellian
Customer Service Supervisor
CC: Mr. [redacted]
August 15, 2017 Warners’ Stellian Company Inc. [redacted] St. Paul, MN 55103 Revdex.com 220 S. River Ridge Circle Burnsville, MN 55337 RE: Revdex.com Complaint Case# [redacted] 1548922 To Whom It May Concern, At Warners’ Stellian, providing the highest level of service...
for our customers is a top priority. Our teams are trained to ensure we are successful in achieving that mission. When we fall short of our customer’s expectations, we work quickly to remedy any outstanding issues. We apologize for the miscommunications on our end. After receiving this complaint we have been in contact with Mr. and Mrs. [redacted]. We have determined that a part is still needed for the washing machine drain hose and we have obtained the part. An appointment is scheduled for Thursday August 17, 2017 to complete this installation. If for any reason the customer or the Revdex.com should need additional information or action, please contact us at ###-###-#### Sincerely, Warners’ Stellian Call Center Manager CC: Mr. & Mrs. [redacted]
May 5, 2016 Warners’ Stellian Company Inc. [redacted] St. Paul, MN 55103 Revdex.com 220 S. River Ridge Circle Burnsville, MN 55337 RE: Revdex.com Complaint Case#[redacted] To Whom It May Concern, At Warners’ Stellian, providing the highest level of service for our customers...
is a top priority. Our teams are trained to ensure we are successful in achieving that mission. When we fall short of our customer’s expectations, we work quickly to remedy any outstanding issues. Unfortunately, customer Mr.[redacted] has experienced an issue related to his dryer. After receiving this complaint from Mr. [redacted] we offered to send a technician out under the manufacturer’s service warranty. Mr. [redacted] declined service and asked for a replacement. We agreed to take the dryer back for an in-store credit as this dryer was a floor model, purchased at a discounted price. Unfortunately, when a discounted model is purchased we cannot replace it with a brand new (in the box) appliance at no additional cost. If Mr. [redacted] would like to schedule a repair appointment we can get that fully covered under the service warranty. We sincerely apologize for the inconvenience. If for any reason the customer or the Revdex.com should need additional information or action, please contact us at ###-###-#### Sincerely, Warners’ Stellian Call Center Manager CC: Mr. [redacted]
response because:
The damages the business describes are only the first of multiple damages. We have had multiple conversations about this with them and they are well aware of the additional damages. We agreed to the amount they paid us for these initial damages, although it doesn't come close to actually covering the cost to repair the damage. At the time, we decided we didn't have the time or energy to fight their proposed damage reimbursement because it took months to resolve as it was. The information about these initial issues were included for additional context. The complaint we submitted is related to the additional damages, delivery of a product with a known defect, and damages to the product itself that was inflicted by the repairman sent to fix the issue. The repairman failed to protect the wood floor and made huge dents/scratches such that can not be repaired without full replacement. Additionally, the repairman badly dented and scratched the refrigerator itself when he moved it out to repair it. This all happened in front of us while our family was having breakfast, and he made no acknowledgement of it. He also made a huge mess and left greasy residue all over the unit and a dish he borrowed for us because he was unprepared to actually do the repair. We are left with a badly damaged "new" refrigerator that is less than satisfactory in its performance along with major damages to our floor. All three times the business had been in our house, they have caused significant damage. For this reason, we do not want them back in our house to exchange the product for one that isn't damaged. It is simply too costly, and they aren't accountable for the damages they cause. The cost to us in time alone we have spent trying to get them to resolve issues is enough to buy multiple new units, and we do not want to continue to go back and forth with them for the months and months to come. The lack of professionalism and customer service from this company is astounding, and we do not wish to risk any further damages and issues.
Initial Business Response /* (1000, 5, 2015/07/13) */
July 13, 2015
Warners' Stellian Company Inc.
[redacted]
St. Paul, MN 55103
Revdex.com
220 S. River Ridge Circle
Burnsville, MN 55337
RE: Revdex.com Complaint Case# [redacted]
To Whom It May Concern,
At Warners'...
Stellian, providing the highest level of service for our customers is a top priority. Our teams are trained to ensure we are successful in achieving that mission. When we fall short of our customer's expectations, we work quickly to remedy any outstanding issues.
Unfortunately, the installation of Mr. [redacted]'s dishwasher required additional charges beyond what is standard. When we were made aware of this issue we contacted the installer and found that the customer was charged more as the dishwasher application and facilities were more unique than usual. The installer charged for his extra time and labor. We sincerely apologize for the inconvenience.
If for any reason the customer or the Revdex.com should need additional information or action, please contact us at [redacted]
Sincerely,
Warners' Stellian
Customer Service Supervisor
CC: Mr. [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The original installer was not qualified. The installation was not difficult as Warner Stellian did the original installation of the dishwasher that was replaced. What is very disappointing about Warner Stellian is that the manager would not make any attempt to call back. This is very poor cutomer service as they made no attempt to resolve the issue. The private contractor they hired or Warner Stellian never made any suggestion that additional charges would be required by the second installer. In this competitive market I have plenty of other choices for my future needs. Very disappointing response. One needs to be careful when buying the installation services.
Initial Business Response /* (1000, 5, 2016/02/22) */
February 22, 2016
Warners' Stellian Company Inc.
550 Atwater Circle
St. Paul, MN 55103
Revdex.com
220 S. River Ridge Circle
Burnsville, MN 55337
RE: Revdex.com Complaint Case# XXXXXXXX
To Whom It May Concern,
At Warners'...
Stellian, providing the highest level of service for our customers is a top priority. Our teams are trained to ensure we are successful in achieving that mission. When we fall short of our customer's expectations, we work quickly to remedy any outstanding issues.
Unfortunately, customer Mr. [redacted] has been experiencing an issue related to his washer. After receiving this complaint from Mr. [redacted] we scheduled a service appointment and our technician replaced the washers packing pump, that repair was completed on July 27, 2015. On February 19, 2016 we received a call from Mr. [redacted] stating that his washer was not working and that we installed the pump incorrectly. We agreed to send a technician out at no charge to determine what was done wrong, that appointment is currently scheduled for March 3, 2016. We sincerely apologize for the inconvenience.
If for any reason the customer or the Revdex.com should need additional information or action, please contact us at XXX-XXX-XXXX
Sincerely,
Warners' Stellian
Call Center Manager
CC: Mr. [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2016/03/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
although a service tech came out to inspect my washer, the proper repairs have not been made or authorized. I am still awaiting their response.
Final Business Response /* (4000, 9, 2016/03/04) */
March 4, 2016
Warners' Stellian Company Inc.
550 Atwater Circle
St. Paul, MN 55103
Revdex.com
220 S. River Ridge Circle
Burnsville, MN 55337
RE: Revdex.com Complaint Case# XXXXXXXX
To Whom It May Concern,
The following is in response to [redacted]'s updated comments. Please refer to Warners' Stellian's previous response dated February 22, 2016.
We apologize for the delay in repairing Mr. [redacted]'s washer. On March 1, 2016 we had a technician out to Mr. [redacted]'s home and found that we would need to order a wire harness. We promptly ordered the part and also submitted this case to be reviewed for replacement by the manufacturer. On March 3, 2016 we were advised that this washer was approved for replacement. We have since left two voicemails for Mr. [redacted] to notify him that there is a store credit in our system for him to select a new washer. We sincerely apologize for the frustration that this has caused.
If for any reason the customer or the Revdex.com should need additional information or action, please contact us at XXX-XXX-XXXX. We look forward to soon resolving this case.
Sincerely,
Warners' Stellian Call Center Manager
CC: [redacted]
October 17,2016 Warners’ Stellian Company Inc.[redacted]St. Paul, MN 55103Revdex.com220 S. River Ridge CircleBurnsville, MN 55337RE: Revdex.com Complaint Case# [redacted] To Whom It May Concern, The following is in response to [redacted]’s updated...
comments. We apologize for the refrigerator issues that Ms. [redacted] continues to have. We repaired her refrigerator in our shop and tested it for five days with no failure. Since we received this complaint we had a technician go out to Ms. [redacted]’s home and confirmed that more parts will be needed. Due to the issues with this refrigerator we have agreed to take it back for a full store credit and allow Ms. [redacted] to pick out a new refrigerator. We have contacted Ms. [redacted] via telephone and advised her of this decision. We sincerely apologize for the frustration that this has caused. If for any reason the customer or the Revdex.com should need additional information or action, please contact us at ###-###-####. We look forward to soon resolving this case. Sincerely,Warners’ Stellian Call Center ManagerCC: [redacted]
September 27, 2016 Warners’ Stellian Company Inc. [redacted] St. Paul, MN 55103 Revdex.com 220 S. River Ridge Circle Burnsville, MN 55337 RE: Revdex.com Complaint Case# [redacted] 1548922 To Whom It May Concern, At Warners’ Stellian, providing the highest level of...
service for our customers is a top priority. Our teams are trained to ensure we are successful in achieving that mission. When we fall short of our customer’s expectations, we work quickly to remedy any outstanding issues. Unfortunately, customer Ms. [redacted] has experienced issues related to her refrigerator. On July 13, 2016 we completed a service call on the refrigerator and at that time tested it to be working as designed. On September 21, 2016 we were notified by Ms. [redacted] that she was having issues with her refrigerator not cooling. Due to the issues that Ms. [redacted] is having with this refrigerator we want to send a specific technician out. Due to the schedule of the technician needed we have since picked up the customers refrigerator to be repaired in our shop. Bringing Ms. [redacted]’s refrigerator to our shop will allow us to test it for a longer period of time after the repair is completed. During this time we have provided a loaner refrigerator to Ms. [redacted]’s home to be used until service is complete, the loaner was delivered on September 26, 2016. As soon as the repair is complete we will contact Ms. [redacted] to return her refrigerator to her home. We sincerely apologize for the inconvenience. If for any reason the customer or the Revdex.com should need additional information or action, please contact us at ###-###-#### Sincerely, Warners’ Stellian Call Center Manager CC: Ms. [redacted]
Initial Business Response /* (1000, 5, 2015/07/24) */
July 24, 2015
Warners' Stellian Company Inc.
[redacted]
St. Paul, MN 55103
Revdex.com
220 S. River Ridge Circle
Burnsville, MN 55337
RE: Revdex.com Complaint Case# [redacted]
To Whom It May Concern,
At Warners'...
Stellian, providing the highest level of service for our customers is a top priority. Our teams are trained to ensure we are successful in achieving that mission. When we fall short of our customer's expectations, we work quickly to remedy any outstanding issues.
Unfortunately, customer Ms. [redacted] has been experiencing an issue related to her refrigerator. Since receiving notification of this issue we have made several attempts to repair it. Due to the same issue continuing to occur, we submitted this to the manufacturer to be reviewed for an exchange. Today we received authorization to do so and contacted the customer to let her know that we will be taking the refrigerator back. The customer now has a credit to go into the store to select a new refrigerator. We sincerely apologize for the inconvenience.
If for any reason the customer or the Revdex.com should need additional information or action, please contact us at [redacted]
Sincerely,
Warners' Stellian
Customer Service Supervisor
CC: Ms. [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I also want in writing that they will deliver and set up the new refrigerator that we pick out and take the old one out of our home with no charge
Final Business Response /* (4000, 9, 2015/08/03) */
Revdex.com
220 S. River Ridge Circle
Burnsville, MN 55337
RE: Revdex.com Complaint Case# [redacted]
To Whom It May Concern,
The following is in response to [redacted]'s updated comments. Please refer to Warners' Stellian's previous response dated July 24, 2015.
We apologize for the issues related to [redacted]'s refrigerator and the frustration that this has caused. Again, we did get authorization to take the refrigerator back and issue a store credit for Ms. [redacted] to select a new refrigerator. The credit is for the amount that was originally paid, as long the new refrigerator is of equal or lesser value, there will be no additional fees. We will deliver the new refrigerator and pick up the old one at no additional cost. Again, our apologies for the aggravation this situation has caused/is causing.
If for any reason the customer or the Revdex.com should need additional information or action, please contact us at [redacted]. We look forward to soon resolving this case.
Sincerely,
Warners' Stellian Customer Service Supervisor
CC: [redacted]
Final Consumer Response /* (2000, 11, 2015/08/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/12/29) */
To Whom It May Concern,
At Warners' Stellian, providing the highest level of service for our customers is a top priority. Our teams are trained to ensure we are successful in achieving that mission. When we fall short of our customer's...
expectations, we work quickly to remedy any outstanding issues.
Unfortunately, customer Mr. [redacted] has been experiencing an issue related to his refrigerator. After receiving this complaint from Mr. [redacted] we scheduled a service appointment and our technician determined that the ice maker needed a new auger. After replacing the auger and finding out that the refrigerator was still making the same noise that was reported originally, we sent another technician to Mr. [redacted]'s home. During that service call our technician found that in fact the auger was not needed and that it was rather in need of an adjustment. We have since contacted Mr. [redacted] and agreed to refund him for the part and labor. Mr. [redacted] seemed pleased with this resolution. We sincerely apologize for the inconvenience.
If for any reason the customer or the Revdex.com should need additional information or action, please contact us at XXX-XXX-XXXX
Sincerely,
Warners' Stellian
Call Center Manager
CC: Mr. [redacted]
Complaint: [redacted]
I am rejecting this response because: at the time we made the purchase and one of the reasons for it with WS was they were offering a free installation of our new dishwasher. When their rep installed it the unit would not work and he said it was because it was frozen because of the cold weather. This is unprofessional on their part, I did not freeze the dishwasher. Plus now I am continuing to waste my precious time trying to get back the $179.99 through the rebate company for the dishwasher installation. This is also unprofessional because they are just passing their work off to me. I have spoken with the rebate company a few times on the phone now, have faxed extra documents and such. I as a customer should not have to be doing this, but again as I stated Warner's Stellian is not really completing their work. Customer service is not really their primary focus as they state in their comments!!
Sincerely,
[redacted]
October 16, 2017 Warners’ Stellian Company Inc. [redacted] St. Paul, MN 55103 Revdex.com 220 S. River Ridge Circle Burnsville, MN 55337 RE: Revdex.com Complaint Case#[redacted] To Whom It May Concern, At Warners’ Stellian, providing the highest level of service...
for our customers is a top priority. Our teams are trained to ensure we are successful in achieving that mission. When we fall short of our customer’s expectations, we work quickly to remedy any outstanding issues. Unfortunately, customer Mrs. [redacted] has experienced a service related issue with her refrigerator leaking. Once Warners’ Stellian was notified of this issue we scheduled a diagnostic and it was determined that several parts were needed. Mrs. [redacted]’s refrigerator was purchased in October 2013 so it is currently two years out of warranty. We provided an estimate for three parts that are needed. The board came with a very expensive price tag and Warners’ Stellian reached out to the manufacturer to see if we could get any assistance from the manufacturer in getting the board at a reduced cost. We received a response that we could get the board at a reduced cost, we provided that information to Mrs. [redacted] and she agreed to move forward with repair on October 2, 2017. We ordered parts that day and we were notified by Viking on October 9, 2017 that the board is on factory back order. We do have a supervisor working closely with the manufacturer and the [redacted]’s on getting this resolved as soon as possible. We are currently waiting for the part that is on back order through the manufacturer. We sincerely apologize for the frustrations. If for any reason the customer or the Revdex.com should need additional information or action, please contact us at ###-###-#### Sincerely, Warners’ Stellian Call Center Manager CC: Mr. & Mrs. [redacted]
I am rejecting this response because:This lame response from Warners Stellian - which does not at all accurately depict the events of the last month - is very typical of their absolutely horrendous service. I will never, ever buy another item from Warners Stellian and I will encourage others to do likewise.
Initial Business Response /* (1000, 6, 2015/10/02) */
October 2, 2015
Warners' Stellian Company Inc.
550 Atwater Circle
St. Paul, MN 55103
Revdex.com
220 S. River Ridge Circle
Burnsville, MN 55337
RE: Revdex.com Complaint Case# XXXXXXXX
To Whom It May Concern,
At Warners'...
Stellian, providing the highest level of service for our customers is a top priority. Our teams are trained to ensure we are successful in achieving that mission. When we fall short of our customer's expectations, we work quickly to remedy any outstanding issues.
Unfortunately, customer Ms. [redacted] has experienced an issue related to her dishwasher. The dishwasher was purchased on July 22, 2015. On August 21, 2015 we were contacted by Ms. [redacted] inquiring if the door could be latched tighter on her dishwasher, in addition to her dissatisfaction with the unit being too quiet. At that time the customer service representative stated that the customer could contact the store regarding an exchange, but advised there would be a buy back fee involved. Under the manufacturer's warranty we are required to perform service to repair the products, in which Ms. [redacted] agreed to. We scheduled an appointment for August 25th, 2015 and replaced a "stiffener bracket". We did not hear anything more from Ms. [redacted] until September 28, 2015 regarding her dishwasher. When we were contacted on September 28, 2015 Ms. [redacted] called in regards to getting the dishwasher exchanged as she has to press the "start" button several times for the dishwasher to turn on. We explained that we will need to schedule a repair under the service warranty and scheduled an appointment for October 5, 2015. We sincerely apologize for the inconvenience and look forward to resolving this matter, soon.
If for any reason the customer or the Revdex.com should need additional information or action, please contact us at 651-222-0011
Sincerely,
Warners' Stellian
Customer Service Supervisor
CC: Ms. [redacted]
July 25, 2017 Warners’ Stellian Company Inc. [redacted] St. Paul, MN 55103 Revdex.com 220 S. River Ridge Circle Burnsville, MN 55337 RE: Revdex.com Complaint Case#[redacted] To Whom It May Concern, At Warners’ Stellian, providing the highest level of service for...
our customers is a top priority. Our teams are trained to ensure we are successful in achieving that mission. When we fall short of our customer’s expectations, we work quickly to remedy any outstanding issues. Unfortunately, customer Mrs. [redacted] has experienced an issue related to her refrigerator being damaged. This refrigerator was sold at a significant discount as the retail cost for that specific model, brand new is $3499.98 + tax. Due to the refrigerator having damage at the time of delivery that was not seen at the time of the sale we gave Mrs. [redacted] a few different options to rectify the situation. We offered 1). An additional 10% discount to keep the refrigerator as is, 2.) A full in-store credit for the amount Mrs. [redacted] paid to select a new refrigerator or, 3.) The same refrigerator but brand new in the box with a significant discount, at our cost. Mrs. [redacted] chose option 3. Although we feel terrible that this situation has brought so much frustration, we do feel that we have been fair in resolving this issue. The new refrigerator is scheduled to be delivered to Mrs. [redacted] today, Wednesday 7/25/17. We sincerely apologize for the inconvenience. If for any reason the customer or the Revdex.com should need additional information or action, please contact us at ###-###-#### Sincerely, Warners’ Stellian Call Center Manager CC: Mrs. [redacted]
Hello, We apologize for any miscommunications regarding the issue with your washing machine. We can schedule for a service technician to come back to your home as a second opinion to determine where the leak is coming from and resolve the issue. Please contact us at ###-###-#### to schedule an appointment. We look forward to resolving this issue and completing the repair. Thank you,Warners' Stellian
Initial Business Response /* (1000, 5, 2015/04/22) */
April 22, 2015
Warners' Stellian Company Inc.
[redacted]
St. Paul, MN 55103
Revdex.com
220 S. River Ridge Circle
Burnsville, MN 55337
RE: Revdex.com Complaint Case# [redacted]
To Whom It May Concern,
At Warners'...
Stellian, providing the highest level of service for our customers is a top priority. Our teams are trained to ensure we are successful in achieving that mission. When we fall short of our customer's expectations, we work quickly to remedy any outstanding issues.
Unfortunately, customer Ms. [redacted] is experiencing an issue related to her range. Upon receiving notification of this issue from the customer on December 26th, 2014, we scheduled an appointment to diagnose the range. We were made aware that two of the parts needed were on factory back order. We continue to get notifications that the estimated time of arrival continues to change. We have pushed to get these parts faster and we are expecting the parts to arrive this week. Once the parts are in our possession we will get Ms. [redacted] added to our schedule to get this repair completed. We sincerely apologize for the length of time this is taking to complete.
If for any reason the customer or the Revdex.com should need additional information or action, please contact us at [redacted]
Sincerely,
Warners' Stellian
Customer Service Supervisor
CC: Ms. [redacted]
August 16, 2016 Warners’ Stellian Company Inc. [redacted] St. Paul, MN 55103 Revdex.com 220 S. River Ridge Circle Burnsville, MN 55337 RE: Revdex.com Complaint Case# [redacted] To Whom It May Concern, At Warners’ Stellian, providing the highest level of service...
for our customers is a top priority. Our teams are trained to ensure we are successful in achieving that mission. When we fall short of our customer’s expectations, we work quickly to remedy any outstanding issues. Unfortunately, customer Mr. [redacted] has experienced an issue related to his refrigerator. Under the warranty contract that Mr. [redacted] purchased we are required to perform service. After receiving this complaint from Mr. [redacted] we sent a technician out and replaced parts based on the error code that the refrigerator was showing. After replacing those parts we found more parts were needed. We have confirmed that the refrigerator service was completed on August 15, 2016. We regret the length of time that it has taken to complete. We sincerely apologize for the inconvenience. If for any reason the customer or the Revdex.com should need additional information or action, please contact us at ###-###-#### Sincerely, Warners’ Stellian Call Center Manager CC: Mr. [redacted]
To whom it may concern; At Warners’ Stellian, providing the highest level of service for our customers is a top priority. Our teams are trained to ensure we are successful in achieving that mission. Unfortunately, our customer Mrs. [redacted] has experienced issues with her refrigerator. Mrs....
[redacted] purchased this refrigerator on July 2, 2014 and it is currently over 2 years outside of the manufacturer’s warranty period. Service was performed on August 28, 2017 in which we replaced two parts and the entire service call was customer payable. Warners’ Stellian was later contacted by Mrs. [redacted] notifying us of the same issue and we returned on October 20, 2017 at no additional charge. This repair trip did not require any parts to be replaced, after the technician cleared the drain he advised Mr. and Mrs. [redacted] to watch for any more water and report it to us if the issue returns. The [redacted]’s contacted Warners’ Stellian to report the same issue we are going to replace a faulty part that was previously installed in August 2017. Warners’ Stellian’s labor work is guaranteed for 30 days. This issue was reported outside of the 30 days and our normal policy is to charge for any additional labor needed. We do agree that the part replaced in August should not have failed already and we are willing to refund the [redacted]’s the labor fee that they have paid for this current service call, we will reach out via telephone to process the refund. We will not reimburse for the repair done in August. We currently have an appointment scheduled for Monday November 27, 2017 to replace the part that we have ordered. We sincerely apologize for the inconvenience. If for any reason the customer or the Revdex.com should need additional information or action, please contact us at ###-###-####. Sincerely, Erin [redacted] Erin [redacted] Warners’ Stellian Call Center Manag
Initial Business Response /* (1000, 5, 2015/08/25) */
I apologize about the error and we would be happy to see if we can order in the specific Air Conditioner the customer would like. Please email the brand and model number to [redacted]@warnersstellian.com or XXXXXX-XXXX and we will inquire with...
the manufacture.
Initial Business Response /* (1000, 5, 2015/07/20) */
July 20, 2015
Warners' Stellian Company Inc.
[redacted]
St. Paul, MN 55103
Revdex.com
220 S. River Ridge Circle
Burnsville, MN 55337
RE: Revdex.com Complaint Case# [redacted]
To Whom It May Concern,
At Warners'...
Stellian, providing the highest level of service for our customers is a top priority. Our teams are trained to ensure we are successful in achieving that mission. When we fall short of our customer's expectations, we work quickly to remedy any outstanding issues.
Unfortunately, customer Mr. [redacted] is experiencing an issue related to his refrigerator that was purchased on 08/19/2013. Upon receiving notification of this issue we quickly added Mr. [redacted] to our schedule to have his refrigerator diagnosed. We determined that the refrigerator did need a compressor and a drier, we order the parts and scheduled another appointment to install them. When we were made aware of an issue the second time we got a technician out the same day who determined we need to replace those parts again, in addition to the evaporators. Mr. [redacted] is scheduled for Wednesday 7/22/15 to have this repair completed. We are confident that this will resolve the issue and we sincerely apologize for the inconvenience.
If for any reason the customer or the Revdex.com should need additional information or action, please contact us at [redacted]
Sincerely,
Warners' Stellian
Customer Service Supervisor
CC: Mr. [redacted]
August 15, 2017 Warners’ Stellian Company Inc. [redacted] St. Paul, MN 55103 Revdex.com 220 S. River Ridge Circle Burnsville, MN 55337 RE: Revdex.com Complaint Case# [redacted] 1548922 To Whom It May Concern, At Warners’ Stellian, providing the highest level of service...
for our customers is a top priority. Our teams are trained to ensure we are successful in achieving that mission. When we fall short of our customer’s expectations, we work quickly to remedy any outstanding issues. We apologize for the miscommunications on our end. After receiving this complaint we have been in contact with Mr. and Mrs. [redacted]. We have determined that a part is still needed for the washing machine drain hose and we have obtained the part. An appointment is scheduled for Thursday August 17, 2017 to complete this installation. If for any reason the customer or the Revdex.com should need additional information or action, please contact us at ###-###-#### Sincerely, Warners’ Stellian Call Center Manager CC: Mr. & Mrs. [redacted]
May 5, 2016 Warners’ Stellian Company Inc. [redacted] St. Paul, MN 55103 Revdex.com 220 S. River Ridge Circle Burnsville, MN 55337 RE: Revdex.com Complaint Case#[redacted] To Whom It May Concern, At Warners’ Stellian, providing the highest level of service for our customers...
is a top priority. Our teams are trained to ensure we are successful in achieving that mission. When we fall short of our customer’s expectations, we work quickly to remedy any outstanding issues. Unfortunately, customer Mr.[redacted] has experienced an issue related to his dryer. After receiving this complaint from Mr. [redacted] we offered to send a technician out under the manufacturer’s service warranty. Mr. [redacted] declined service and asked for a replacement. We agreed to take the dryer back for an in-store credit as this dryer was a floor model, purchased at a discounted price. Unfortunately, when a discounted model is purchased we cannot replace it with a brand new (in the box) appliance at no additional cost. If Mr. [redacted] would like to schedule a repair appointment we can get that fully covered under the service warranty. We sincerely apologize for the inconvenience. If for any reason the customer or the Revdex.com should need additional information or action, please contact us at ###-###-#### Sincerely, Warners’ Stellian Call Center Manager CC: Mr. [redacted]
I am rejecting this...
response because:
The damages the business describes are only the first of multiple damages. We have had multiple conversations about this with them and they are well aware of the additional damages. We agreed to the amount they paid us for these initial damages, although it doesn't come close to actually covering the cost to repair the damage. At the time, we decided we didn't have the time or energy to fight their proposed damage reimbursement because it took months to resolve as it was. The information about these initial issues were included for additional context. The complaint we submitted is related to the additional damages, delivery of a product with a known defect, and damages to the product itself that was inflicted by the repairman sent to fix the issue. The repairman failed to protect the wood floor and made huge dents/scratches such that can not be repaired without full replacement. Additionally, the repairman badly dented and scratched the refrigerator itself when he moved it out to repair it. This all happened in front of us while our family was having breakfast, and he made no acknowledgement of it. He also made a huge mess and left greasy residue all over the unit and a dish he borrowed for us because he was unprepared to actually do the repair. We are left with a badly damaged "new" refrigerator that is less than satisfactory in its performance along with major damages to our floor. All three times the business had been in our house, they have caused significant damage. For this reason, we do not want them back in our house to exchange the product for one that isn't damaged. It is simply too costly, and they aren't accountable for the damages they cause. The cost to us in time alone we have spent trying to get them to resolve issues is enough to buy multiple new units, and we do not want to continue to go back and forth with them for the months and months to come. The lack of professionalism and customer service from this company is astounding, and we do not wish to risk any further damages and issues.
Initial Business Response /* (1000, 5, 2015/07/13) */
July 13, 2015
Warners' Stellian Company Inc.
[redacted]
St. Paul, MN 55103
Revdex.com
220 S. River Ridge Circle
Burnsville, MN 55337
RE: Revdex.com Complaint Case# [redacted]
To Whom It May Concern,
At Warners'...
Stellian, providing the highest level of service for our customers is a top priority. Our teams are trained to ensure we are successful in achieving that mission. When we fall short of our customer's expectations, we work quickly to remedy any outstanding issues.
Unfortunately, the installation of Mr. [redacted]'s dishwasher required additional charges beyond what is standard. When we were made aware of this issue we contacted the installer and found that the customer was charged more as the dishwasher application and facilities were more unique than usual. The installer charged for his extra time and labor. We sincerely apologize for the inconvenience.
If for any reason the customer or the Revdex.com should need additional information or action, please contact us at [redacted]
Sincerely,
Warners' Stellian
Customer Service Supervisor
CC: Mr. [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The original installer was not qualified. The installation was not difficult as Warner Stellian did the original installation of the dishwasher that was replaced. What is very disappointing about Warner Stellian is that the manager would not make any attempt to call back. This is very poor cutomer service as they made no attempt to resolve the issue. The private contractor they hired or Warner Stellian never made any suggestion that additional charges would be required by the second installer. In this competitive market I have plenty of other choices for my future needs. Very disappointing response. One needs to be careful when buying the installation services.
Initial Business Response /* (1000, 5, 2016/02/22) */
February 22, 2016
Warners' Stellian Company Inc.
550 Atwater Circle
St. Paul, MN 55103
Revdex.com
220 S. River Ridge Circle
Burnsville, MN 55337
RE: Revdex.com Complaint Case# XXXXXXXX
To Whom It May Concern,
At Warners'...
Stellian, providing the highest level of service for our customers is a top priority. Our teams are trained to ensure we are successful in achieving that mission. When we fall short of our customer's expectations, we work quickly to remedy any outstanding issues.
Unfortunately, customer Mr. [redacted] has been experiencing an issue related to his washer. After receiving this complaint from Mr. [redacted] we scheduled a service appointment and our technician replaced the washers packing pump, that repair was completed on July 27, 2015. On February 19, 2016 we received a call from Mr. [redacted] stating that his washer was not working and that we installed the pump incorrectly. We agreed to send a technician out at no charge to determine what was done wrong, that appointment is currently scheduled for March 3, 2016. We sincerely apologize for the inconvenience.
If for any reason the customer or the Revdex.com should need additional information or action, please contact us at XXX-XXX-XXXX
Sincerely,
Warners' Stellian
Call Center Manager
CC: Mr. [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2016/03/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
although a service tech came out to inspect my washer, the proper repairs have not been made or authorized. I am still awaiting their response.
Final Business Response /* (4000, 9, 2016/03/04) */
March 4, 2016
Warners' Stellian Company Inc.
550 Atwater Circle
St. Paul, MN 55103
Revdex.com
220 S. River Ridge Circle
Burnsville, MN 55337
RE: Revdex.com Complaint Case# XXXXXXXX
To Whom It May Concern,
The following is in response to [redacted]'s updated comments. Please refer to Warners' Stellian's previous response dated February 22, 2016.
We apologize for the delay in repairing Mr. [redacted]'s washer. On March 1, 2016 we had a technician out to Mr. [redacted]'s home and found that we would need to order a wire harness. We promptly ordered the part and also submitted this case to be reviewed for replacement by the manufacturer. On March 3, 2016 we were advised that this washer was approved for replacement. We have since left two voicemails for Mr. [redacted] to notify him that there is a store credit in our system for him to select a new washer. We sincerely apologize for the frustration that this has caused.
If for any reason the customer or the Revdex.com should need additional information or action, please contact us at XXX-XXX-XXXX. We look forward to soon resolving this case.
Sincerely,
Warners' Stellian Call Center Manager
CC: [redacted]
October 17,2016 Warners’ Stellian Company Inc.[redacted]St. Paul, MN 55103Revdex.com220 S. River Ridge CircleBurnsville, MN 55337RE: Revdex.com Complaint Case# [redacted] To Whom It May Concern, The following is in response to [redacted]’s updated...
comments. We apologize for the refrigerator issues that Ms. [redacted] continues to have. We repaired her refrigerator in our shop and tested it for five days with no failure. Since we received this complaint we had a technician go out to Ms. [redacted]’s home and confirmed that more parts will be needed. Due to the issues with this refrigerator we have agreed to take it back for a full store credit and allow Ms. [redacted] to pick out a new refrigerator. We have contacted Ms. [redacted] via telephone and advised her of this decision. We sincerely apologize for the frustration that this has caused. If for any reason the customer or the Revdex.com should need additional information or action, please contact us at ###-###-####. We look forward to soon resolving this case. Sincerely,Warners’ Stellian Call Center ManagerCC: [redacted]
September 27, 2016 Warners’ Stellian Company Inc. [redacted] St. Paul, MN 55103 Revdex.com 220 S. River Ridge Circle Burnsville, MN 55337 RE: Revdex.com Complaint Case# [redacted] 1548922 To Whom It May Concern, At Warners’ Stellian, providing the highest level of...
service for our customers is a top priority. Our teams are trained to ensure we are successful in achieving that mission. When we fall short of our customer’s expectations, we work quickly to remedy any outstanding issues. Unfortunately, customer Ms. [redacted] has experienced issues related to her refrigerator. On July 13, 2016 we completed a service call on the refrigerator and at that time tested it to be working as designed. On September 21, 2016 we were notified by Ms. [redacted] that she was having issues with her refrigerator not cooling. Due to the issues that Ms. [redacted] is having with this refrigerator we want to send a specific technician out. Due to the schedule of the technician needed we have since picked up the customers refrigerator to be repaired in our shop. Bringing Ms. [redacted]’s refrigerator to our shop will allow us to test it for a longer period of time after the repair is completed. During this time we have provided a loaner refrigerator to Ms. [redacted]’s home to be used until service is complete, the loaner was delivered on September 26, 2016. As soon as the repair is complete we will contact Ms. [redacted] to return her refrigerator to her home. We sincerely apologize for the inconvenience. If for any reason the customer or the Revdex.com should need additional information or action, please contact us at ###-###-#### Sincerely, Warners’ Stellian Call Center Manager CC: Ms. [redacted]
Initial Business Response /* (1000, 5, 2015/07/24) */
July 24, 2015
Warners' Stellian Company Inc.
[redacted]
St. Paul, MN 55103
Revdex.com
220 S. River Ridge Circle
Burnsville, MN 55337
RE: Revdex.com Complaint Case# [redacted]
To Whom It May Concern,
At Warners'...
Stellian, providing the highest level of service for our customers is a top priority. Our teams are trained to ensure we are successful in achieving that mission. When we fall short of our customer's expectations, we work quickly to remedy any outstanding issues.
Unfortunately, customer Ms. [redacted] has been experiencing an issue related to her refrigerator. Since receiving notification of this issue we have made several attempts to repair it. Due to the same issue continuing to occur, we submitted this to the manufacturer to be reviewed for an exchange. Today we received authorization to do so and contacted the customer to let her know that we will be taking the refrigerator back. The customer now has a credit to go into the store to select a new refrigerator. We sincerely apologize for the inconvenience.
If for any reason the customer or the Revdex.com should need additional information or action, please contact us at [redacted]
Sincerely,
Warners' Stellian
Customer Service Supervisor
CC: Ms. [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I also want in writing that they will deliver and set up the new refrigerator that we pick out and take the old one out of our home with no charge
Final Business Response /* (4000, 9, 2015/08/03) */
Revdex.com
220 S. River Ridge Circle
Burnsville, MN 55337
RE: Revdex.com Complaint Case# [redacted]
To Whom It May Concern,
The following is in response to [redacted]'s updated comments. Please refer to Warners' Stellian's previous response dated July 24, 2015.
We apologize for the issues related to [redacted]'s refrigerator and the frustration that this has caused. Again, we did get authorization to take the refrigerator back and issue a store credit for Ms. [redacted] to select a new refrigerator. The credit is for the amount that was originally paid, as long the new refrigerator is of equal or lesser value, there will be no additional fees. We will deliver the new refrigerator and pick up the old one at no additional cost. Again, our apologies for the aggravation this situation has caused/is causing.
If for any reason the customer or the Revdex.com should need additional information or action, please contact us at [redacted]. We look forward to soon resolving this case.
Sincerely,
Warners' Stellian Customer Service Supervisor
CC: [redacted]
Final Consumer Response /* (2000, 11, 2015/08/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/12/29) */
To Whom It May Concern,
At Warners' Stellian, providing the highest level of service for our customers is a top priority. Our teams are trained to ensure we are successful in achieving that mission. When we fall short of our customer's...
expectations, we work quickly to remedy any outstanding issues.
Unfortunately, customer Mr. [redacted] has been experiencing an issue related to his refrigerator. After receiving this complaint from Mr. [redacted] we scheduled a service appointment and our technician determined that the ice maker needed a new auger. After replacing the auger and finding out that the refrigerator was still making the same noise that was reported originally, we sent another technician to Mr. [redacted]'s home. During that service call our technician found that in fact the auger was not needed and that it was rather in need of an adjustment. We have since contacted Mr. [redacted] and agreed to refund him for the part and labor. Mr. [redacted] seemed pleased with this resolution. We sincerely apologize for the inconvenience.
If for any reason the customer or the Revdex.com should need additional information or action, please contact us at XXX-XXX-XXXX
Sincerely,
Warners' Stellian
Call Center Manager
CC: Mr. [redacted]