October 16, Warners’ Stellian Company Inc [redacted] StPaul, MN Revdex.com SRiver Ridge Circle Burnsville, MN 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 missionWhen we fall short of our customer’s expectations, we work quickly to remedy any outstanding issuesUnfortunately, customer Mrs [redacted] has experienced a service related issue with her refrigerator leakingOnce Warners’ Stellian was notified of this issue we scheduled a diagnostic and it was determined that several parts were neededMrs [redacted] ’s refrigerator was purchased in October so it is currently two years out of warrantyWe provided an estimate for three parts that are neededThe 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 costWe 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, We ordered parts that day and we were notified by Viking on October 9, that the board is on factory back orderWe do have a supervisor working closely with the manufacturer and the [redacted] ’s on getting this resolved as soon as possibleWe are currently waiting for the part that is on back order through the manufacturerWe sincerely apologize for the frustrationsIf 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]
July 25, Warners’ Stellian Company Inc [redacted] StPaul, MN Revdex.com SRiver Ridge Circle Burnsville, MN 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 missionWhen we fall short of our customer’s expectations, we work quickly to remedy any outstanding issuesUnfortunately, customer Mrs [redacted] has experienced an issue related to her refrigerator being damagedThis refrigerator was sold at a significant discount as the retail cost for that specific model, brand new is $+ taxDue 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 situationWe 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 costMrs [redacted] chose option Although we feel terrible that this situation has brought so much frustration, we do feel that we have been fair in resolving this issueThe new refrigerator is scheduled to be delivered to Mrs [redacted] today, Wednesday 7/25/We sincerely apologize for the inconvenienceIf 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]
We were aware of the damage to the doorway leading into the kitchen the floor vent and also the damage that occurred to the doorway during the last deliveryThe floor vent was replacedCustomer was compensated for both doorways $a piece for a total of $
Initial Business Response / [redacted] (1000, 5, 2015/07/13) */ July 13, Warners' Stellian Company Inc [redacted] StPaul, MN Revdex.com SRiver Ridge Circle Burnsville, MN 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 priorityOur teams are trained to ensure we are successful in achieving that missionWhen 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 standardWhen 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 usualThe installer charged for his extra time and laborWe 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 / [redacted] (3000, 7, 2015/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The original installer was not qualifiedThe installation was not difficult as Warner Stellian did the original installation of the dishwasher that was replacedWhat is very disappointing about Warner Stellian is that the manager would not make any attempt to call backThis is very poor cutomer service as they made no attempt to resolve the issueThe private contractor they hired or Warner Stellian never made any suggestion that additional charges would be required by the second installerIn this competitive market I have plenty of other choices for my future needsVery disappointing responseOne needs to be careful when buying the installation services
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 dishwasherWhen their rep installed it the unit would not work and he said it was because it was frozen because of the cold weatherThis is unprofessional on their part, I did not freeze the dishwasherPlus now I am continuing to waste my precious time trying to get back the $through the rebate company for the dishwasher installationThis is also unprofessional because they are just passing their work off to meI have spoken with the rebate company a few times on the phone now, have faxed extra documents and suchI as a customer should not have to be doing this, but again as I stated Warner's Stellian is not really completing their workCustomer service is not really their primary focus as they state in their comments!! Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/01/14) */ January 14, Warners' Stellian Company Inc Atwater Circle StPaul, MN Revdex.com SRiver Ridge Circle Burnsville, MN 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 priorityOur teams are trained to ensure we are successful in achieving that missionWhen we fall short of our customer's expectations, we work quickly to remedy any outstanding issues Unfortunately, customer Mr [redacted] received a dishwasher that had concealed frame damageUnder the manufacturer's warranty we are required to have an authorized technician determine if an appliance is not repairableAfter having a technician confirm that this dishwasher was not repairable we agreed to replace Mr [redacted] 's dishwasher with a new oneMr [redacted] 's dishwasher was a special order item and due to the holidays and hours of operation at the manufacturer unfortunate delays occurredWe apologize for the miscommunications and scheduling errorsDue to our errors we did cover the installation fees of the current dishwasherWe have also confirmed that the install was completed on January 12, 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 651-222- Sincerely, Warners' Stellian Call Center Manager CC: MrMatt [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) The dishwasher was installed on January over one month since we notified Warners's Stellian of the defective dishwasherThe employees failed to provide good communication and showed a lack of urgency and empathy to us in this matterThis was the poorest example of customer service we could have receivedIn addition to not planning to ever buy from Wanrers' Stellian again we do not recommend them to our friends and family based on this interaction with the company
I responded to the v/m that was left for me yesterday Monday 12/11/I contacted Ms [redacted] via telephone and advised that a check is being sent to her home Thank you, Erin ***Warners' StellianCall Center Manager
October 17,Warners’ Stellian Company Inc[redacted] StPaul, MN 55103Revdex.comSRiver 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 haveWe repaired her refrigerator in our shop and tested it for five days with no failureSince we received this complaint we had a technician go out to Ms***’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 refrigeratorWe have contacted Ms [redacted] via telephone and advised her of this decisionWe sincerely apologize for the frustration that this has causedIf 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 caseSincerely,Warners’ Stellian Call Center ManagerCC: [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2016/02/22) */ February 22, Warners' Stellian Company Inc Atwater Circle StPaul, MN Revdex.com SRiver Ridge Circle Burnsville, MN 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 priorityOur teams are trained to ensure we are successful in achieving that missionWhen 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 washerAfter 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, On February 19, we received a call from Mr [redacted] stating that his washer was not working and that we installed the pump incorrectlyWe agreed to send a technician out at no charge to determine what was done wrong, that appointment is currently scheduled for March 3, 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 / [redacted] (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 authorizedI am still awaiting their response Final Business Response / [redacted] (4000, 9, 2016/03/04) */ March 4, Warners' Stellian Company Inc Atwater Circle StPaul, MN Revdex.com SRiver Ridge Circle Burnsville, MN RE: Revdex.com Complaint Case# XXXXXXXX To Whom It May Concern, The following is in response to [redacted] 's updated commentsPlease refer to Warners' Stellian's previous response dated February 22, We apologize for the delay in repairing Mr [redacted] 's washerOn March 1, we had a technician out to Mr [redacted] 's home and found that we would need to order a wire harnessWe promptly ordered the part and also submitted this case to be reviewed for replacement by the manufacturerOn March 3, we were advised that this washer was approved for replacementWe 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 washerWe 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-XXXXWe look forward to soon resolving this case Sincerely, Warners' Stellian Call Center Manager CC: [redacted]
May 5, Warners’ Stellian Company Inc [redacted] StPaul, MN Revdex.com SRiver Ridge Circle Burnsville, MN 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 missionWhen we fall short of our customer’s expectations, we work quickly to remedy any outstanding issuesUnfortunately, customer Mr[redacted] has experienced an issue related to his dryerAfter receiving this complaint from Mr [redacted] we offered to send a technician out under the manufacturer’s service warrantyMr [redacted] declined service and asked for a replacementWe agreed to take the dryer back for an in-store credit as this dryer was a floor model, purchased at a discounted priceUnfortunately, when a discounted model is purchased we cannot replace it with a brand new (in the box) appliance at no additional costIf Mr [redacted] would like to schedule a repair appointment we can get that fully covered under the service warrantyWe sincerely apologize for the inconvenienceIf 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: I was contacted by the manager but the matter had not been resolvedHe asked me to send him documents which I have done
Initial Business Response / [redacted] (1000, 5, 2015/07/24) */ July 24, Warners' Stellian Company Inc [redacted] StPaul, MN Revdex.com SRiver Ridge Circle Burnsville, MN 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 priorityOur teams are trained to ensure we are successful in achieving that missionWhen 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 refrigeratorSince receiving notification of this issue we have made several attempts to repair itDue to the same issue continuing to occur, we submitted this to the manufacturer to be reviewed for an exchangeToday we received authorization to do so and contacted the customer to let her know that we will be taking the refrigerator backThe customer now has a credit to go into the store to select a new refrigeratorWe 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 / [redacted] (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 / [redacted] (4000, 9, 2015/08/03) */ Revdex.com SRiver Ridge Circle Burnsville, MN RE: Revdex.com Complaint Case# [redacted] To Whom It May Concern, The following is in response to [redacted] 's updated commentsPlease refer to Warners' Stellian's previous response dated July 24, We apologize for the issues related to [redacted] 's refrigerator and the frustration that this has causedAgain, we did get authorization to take the refrigerator back and issue a store credit for Ms [redacted] to select a new refrigeratorThe 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 feesWe will deliver the new refrigerator and pick up the old one at no additional costAgain, 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 / [redacted] (2000, 11, 2015/08/05) */ (The consumer indicated he/she ACCEPTED the response from the business.)
I am rejecting this response because: The damages the business describes are only the first of multiple damagesWe have had multiple conversations about this with them and they are well aware of the additional damagesWe 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 damageAt 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 wasThe information about these initial issues were included for additional contextThe 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 issueThe repairman failed to protect the wood floor and made huge dents/scratches such that can not be repaired without full replacementAdditionally, the repairman badly dented and scratched the refrigerator itself when he moved it out to repair itThis all happened in front of us while our family was having breakfast, and he made no acknowledgement of itHe 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 repairWe are left with a badly damaged "new" refrigerator that is less than satisfactory in its performance along with major damages to our floorAll three times the business had been in our house, they have caused significant damageFor this reason, we do not want them back in our house to exchange the product for one that isn't damagedIt is simply too costly, and they aren't accountable for the damages they causeThe 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 comeThe lack of professionalism and customer service from this company is astounding, and we do not wish to risk any further damages and issues
I am rejecting this response because: they did not address the fact that this refrigerator was sold without the disclosure of it's well-known defects that are reoccurring and the request for a refund
I am rejecting this response because: This response is unacceptable as it ignores the fact that a second delivery date had to be scheduled in order to receive the product that I paid for This was originally scheduled for a Tuesday due to my understanding that weekend deliveries were unavailable While I am appreciative that I no longer have to take work off to accommodate a second delivery the fact is I now have to be available on a weekend so my free time on a weekend now has to be used up because the pursuit could not be delivered without defect The option of accepting a defective product at 10% the sales price and not the retail price would not have been reflective of the true cost of a "scratch and dent" product It is ironic that the company would have charged me $to reschedule which implies that their time should be monetized however my time as a customer shouldn't be monetized I am also surprised the Revdex.com finds this acceptable as well
September 27, Warners’ Stellian Company Inc [redacted] StPaul, MN Revdex.com SRiver Ridge Circle Burnsville, MN 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 missionWhen we fall short of our customer’s expectations, we work quickly to remedy any outstanding issuesUnfortunately, customer Ms [redacted] has experienced issues related to her refrigeratorOn July 13, we completed a service call on the refrigerator and at that time tested it to be working as designedOn September 21, we were notified by Ms [redacted] that she was having issues with her refrigerator not coolingDue to the issues that Ms [redacted] is having with this refrigerator we want to send a specific technician outDue to the schedule of the technician needed we have since picked up the customers refrigerator to be repaired in our shopBringing Ms***’s refrigerator to our shop will allow us to test it for a longer period of time after the repair is completedDuring this time we have provided a loaner refrigerator to Ms***’s home to be used until service is complete, the loaner was delivered on September 26, As soon as the repair is complete we will contact Ms [redacted] to return her refrigerator to her homeWe sincerely apologize for the inconvenienceIf 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 / [redacted] (1000, 5, 2015/09/25) */ September 25, Warners' Stellian Company Inc Atwater Circle StPaul, MN Revdex.com SRiver Ridge Circle Burnsville, MN 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 priorityOur teams are trained to ensure we are successful in achieving that missionWhen we fall short of our customer's expectations, we work quickly to remedy any outstanding issues Unfortunately, customer Mrs [redacted] has been experiencing an issue related to her refrigeratorUnder the manufacturer's warranty we are required to perform service to repair the refrigeratorAfter several failed attempts to repair Mrs [redacted] refrigerator, we did submit this case to be reviewed for replacement by the ManufacturerThis refrigerator was approved for replacement on September 23rdOnce we received the approval, we contacted Mrs [redacted] to notify her and she accepted an exchange for the same refrigeratorWe are currently scheduled to deliver the new refrigerator on October 3rd, at Mrs [redacted] 's requestWe 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 651-222- Sincerely, Warners' Stellian Customer Service Supervisor CC: Mrs [redacted]
July 22, Warners’ Stellian Company Inc [redacted] StPaul, MN Revdex.com SRiver Ridge Circle Burnsville, MN 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 missionWhen we fall short of our customer’s expectations, we work quickly to remedy any outstanding issuesWe delivered a washer to Ms***’s home on June 17, On the afternoon of June 17, we were notified that the washer was leakingWe scheduled for a technician to go to Ms***’s home on June 18, to diagnose the washerThe technician found that the tub seal had failed causing the washer to leakWe agreed to take the washer back and scheduled the pick up on June 21, We notified Ms [redacted] that the washer would need to stay in her home if she was planning on filing a home damage claim through the manufacturer but Ms [redacted] refusedWe were contacted by the manufacturer on June 23, advising us that if the washer was not in the customer’s home they would not be able to complete the home damage claimWe advised Ms [redacted] of this information and she denied letting us return the washer to her home until the claim is completeWe are currently holding the washer in our warehouse in-case it is needed during the damage claimThe manufacturer will not allow us to be involved in a home damage claim, for legalities they require all communications to be between the manufacturer and the customerWe fully intend on refunding the customer, however if the home damage claim is not complete and we process the refund, we will no longer hold the washer in our warehouseIf Ms [redacted] does not need the washer for the home damage claim we will refund her in full and properly dispose of the washerPlease notify us on how Ms [redacted] would like to proceedWe sincerely apologize for the inconvenienceIf 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: MsDiane [redacted]
Initial Business Response / [redacted] (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 likePlease email the brand and model number to [redacted] @warnersstellian.com or XXXXXX-XXXX and we will inquire with the manufacture
Final Consumer Response / [redacted] (2000, 6, 2015/06/18) */ Speaking with Samsung customer department today (6/18/15), we came to know that Samsung has approved exchange of the defective washer with a new one on June 11, The approval/authentication # is [redacted] We have provided this information and the number to Warner Stellian customer service department over phone today (6/18/15)
October 16, Warners’ Stellian Company Inc [redacted] StPaul, MN Revdex.com SRiver Ridge Circle Burnsville, MN 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 missionWhen we fall short of our customer’s expectations, we work quickly to remedy any outstanding issuesUnfortunately, customer Mrs [redacted] has experienced a service related issue with her refrigerator leakingOnce Warners’ Stellian was notified of this issue we scheduled a diagnostic and it was determined that several parts were neededMrs [redacted] ’s refrigerator was purchased in October so it is currently two years out of warrantyWe provided an estimate for three parts that are neededThe 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 costWe 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, We ordered parts that day and we were notified by Viking on October 9, that the board is on factory back orderWe do have a supervisor working closely with the manufacturer and the [redacted] ’s on getting this resolved as soon as possibleWe are currently waiting for the part that is on back order through the manufacturerWe sincerely apologize for the frustrationsIf 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]
July 25, Warners’ Stellian Company Inc [redacted] StPaul, MN Revdex.com SRiver Ridge Circle Burnsville, MN 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 missionWhen we fall short of our customer’s expectations, we work quickly to remedy any outstanding issuesUnfortunately, customer Mrs [redacted] has experienced an issue related to her refrigerator being damagedThis refrigerator was sold at a significant discount as the retail cost for that specific model, brand new is $+ taxDue 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 situationWe 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 costMrs [redacted] chose option Although we feel terrible that this situation has brought so much frustration, we do feel that we have been fair in resolving this issueThe new refrigerator is scheduled to be delivered to Mrs [redacted] today, Wednesday 7/25/We sincerely apologize for the inconvenienceIf 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]
We were aware of the damage to the doorway leading into the kitchen the floor vent and also the damage that occurred to the doorway during the last deliveryThe floor vent was replacedCustomer was compensated for both doorways $a piece for a total of $
Initial Business Response / [redacted] (1000, 5, 2015/07/13) */ July 13, Warners' Stellian Company Inc [redacted] StPaul, MN Revdex.com SRiver Ridge Circle Burnsville, MN 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 priorityOur teams are trained to ensure we are successful in achieving that missionWhen 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 standardWhen 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 usualThe installer charged for his extra time and laborWe 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 / [redacted] (3000, 7, 2015/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The original installer was not qualifiedThe installation was not difficult as Warner Stellian did the original installation of the dishwasher that was replacedWhat is very disappointing about Warner Stellian is that the manager would not make any attempt to call backThis is very poor cutomer service as they made no attempt to resolve the issueThe private contractor they hired or Warner Stellian never made any suggestion that additional charges would be required by the second installerIn this competitive market I have plenty of other choices for my future needsVery disappointing responseOne needs to be careful when buying the installation services
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 dishwasherWhen their rep installed it the unit would not work and he said it was because it was frozen because of the cold weatherThis is unprofessional on their part, I did not freeze the dishwasherPlus now I am continuing to waste my precious time trying to get back the $through the rebate company for the dishwasher installationThis is also unprofessional because they are just passing their work off to meI have spoken with the rebate company a few times on the phone now, have faxed extra documents and suchI as a customer should not have to be doing this, but again as I stated Warner's Stellian is not really completing their workCustomer service is not really their primary focus as they state in their comments!! Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/01/14) */ January 14, Warners' Stellian Company Inc Atwater Circle StPaul, MN Revdex.com SRiver Ridge Circle Burnsville, MN 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 priorityOur teams are trained to ensure we are successful in achieving that missionWhen we fall short of our customer's expectations, we work quickly to remedy any outstanding issues Unfortunately, customer Mr [redacted] received a dishwasher that had concealed frame damageUnder the manufacturer's warranty we are required to have an authorized technician determine if an appliance is not repairableAfter having a technician confirm that this dishwasher was not repairable we agreed to replace Mr [redacted] 's dishwasher with a new oneMr [redacted] 's dishwasher was a special order item and due to the holidays and hours of operation at the manufacturer unfortunate delays occurredWe apologize for the miscommunications and scheduling errorsDue to our errors we did cover the installation fees of the current dishwasherWe have also confirmed that the install was completed on January 12, 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 651-222- Sincerely, Warners' Stellian Call Center Manager CC: MrMatt [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) The dishwasher was installed on January over one month since we notified Warners's Stellian of the defective dishwasherThe employees failed to provide good communication and showed a lack of urgency and empathy to us in this matterThis was the poorest example of customer service we could have receivedIn addition to not planning to ever buy from Wanrers' Stellian again we do not recommend them to our friends and family based on this interaction with the company
I responded to the v/m that was left for me yesterday Monday 12/11/I contacted Ms [redacted] via telephone and advised that a check is being sent to her home Thank you, Erin ***Warners' StellianCall Center Manager
October 17,Warners’ Stellian Company Inc[redacted] StPaul, MN 55103Revdex.comSRiver 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 haveWe repaired her refrigerator in our shop and tested it for five days with no failureSince we received this complaint we had a technician go out to Ms***’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 refrigeratorWe have contacted Ms [redacted] via telephone and advised her of this decisionWe sincerely apologize for the frustration that this has causedIf 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 caseSincerely,Warners’ Stellian Call Center ManagerCC: [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2016/02/22) */ February 22, Warners' Stellian Company Inc Atwater Circle StPaul, MN Revdex.com SRiver Ridge Circle Burnsville, MN 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 priorityOur teams are trained to ensure we are successful in achieving that missionWhen 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 washerAfter 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, On February 19, we received a call from Mr [redacted] stating that his washer was not working and that we installed the pump incorrectlyWe agreed to send a technician out at no charge to determine what was done wrong, that appointment is currently scheduled for March 3, 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 / [redacted] (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 authorizedI am still awaiting their response Final Business Response / [redacted] (4000, 9, 2016/03/04) */ March 4, Warners' Stellian Company Inc Atwater Circle StPaul, MN Revdex.com SRiver Ridge Circle Burnsville, MN RE: Revdex.com Complaint Case# XXXXXXXX To Whom It May Concern, The following is in response to [redacted] 's updated commentsPlease refer to Warners' Stellian's previous response dated February 22, We apologize for the delay in repairing Mr [redacted] 's washerOn March 1, we had a technician out to Mr [redacted] 's home and found that we would need to order a wire harnessWe promptly ordered the part and also submitted this case to be reviewed for replacement by the manufacturerOn March 3, we were advised that this washer was approved for replacementWe 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 washerWe 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-XXXXWe look forward to soon resolving this case Sincerely, Warners' Stellian Call Center Manager CC: [redacted]
May 5, Warners’ Stellian Company Inc [redacted] StPaul, MN Revdex.com SRiver Ridge Circle Burnsville, MN 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 missionWhen we fall short of our customer’s expectations, we work quickly to remedy any outstanding issuesUnfortunately, customer Mr[redacted] has experienced an issue related to his dryerAfter receiving this complaint from Mr [redacted] we offered to send a technician out under the manufacturer’s service warrantyMr [redacted] declined service and asked for a replacementWe agreed to take the dryer back for an in-store credit as this dryer was a floor model, purchased at a discounted priceUnfortunately, when a discounted model is purchased we cannot replace it with a brand new (in the box) appliance at no additional costIf Mr [redacted] would like to schedule a repair appointment we can get that fully covered under the service warrantyWe sincerely apologize for the inconvenienceIf 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: I was contacted by the manager but the matter had not been resolvedHe asked me to send him documents which I have done
Initial Business Response / [redacted] (1000, 5, 2015/07/24) */ July 24, Warners' Stellian Company Inc [redacted] StPaul, MN Revdex.com SRiver Ridge Circle Burnsville, MN 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 priorityOur teams are trained to ensure we are successful in achieving that missionWhen 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 refrigeratorSince receiving notification of this issue we have made several attempts to repair itDue to the same issue continuing to occur, we submitted this to the manufacturer to be reviewed for an exchangeToday we received authorization to do so and contacted the customer to let her know that we will be taking the refrigerator backThe customer now has a credit to go into the store to select a new refrigeratorWe 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 / [redacted] (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 / [redacted] (4000, 9, 2015/08/03) */ Revdex.com SRiver Ridge Circle Burnsville, MN RE: Revdex.com Complaint Case# [redacted] To Whom It May Concern, The following is in response to [redacted] 's updated commentsPlease refer to Warners' Stellian's previous response dated July 24, We apologize for the issues related to [redacted] 's refrigerator and the frustration that this has causedAgain, we did get authorization to take the refrigerator back and issue a store credit for Ms [redacted] to select a new refrigeratorThe 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 feesWe will deliver the new refrigerator and pick up the old one at no additional costAgain, 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 / [redacted] (2000, 11, 2015/08/05) */ (The consumer indicated he/she ACCEPTED the response from the business.)
I am rejecting this response because: The damages the business describes are only the first of multiple damagesWe have had multiple conversations about this with them and they are well aware of the additional damagesWe 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 damageAt 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 wasThe information about these initial issues were included for additional contextThe 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 issueThe repairman failed to protect the wood floor and made huge dents/scratches such that can not be repaired without full replacementAdditionally, the repairman badly dented and scratched the refrigerator itself when he moved it out to repair itThis all happened in front of us while our family was having breakfast, and he made no acknowledgement of itHe 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 repairWe are left with a badly damaged "new" refrigerator that is less than satisfactory in its performance along with major damages to our floorAll three times the business had been in our house, they have caused significant damageFor this reason, we do not want them back in our house to exchange the product for one that isn't damagedIt is simply too costly, and they aren't accountable for the damages they causeThe 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 comeThe lack of professionalism and customer service from this company is astounding, and we do not wish to risk any further damages and issues
I am rejecting this response because: they did not address the fact that this refrigerator was sold without the disclosure of it's well-known defects that are reoccurring and the request for a refund
I am rejecting this response because: This response is unacceptable as it ignores the fact that a second delivery date had to be scheduled in order to receive the product that I paid for This was originally scheduled for a Tuesday due to my understanding that weekend deliveries were unavailable While I am appreciative that I no longer have to take work off to accommodate a second delivery the fact is I now have to be available on a weekend so my free time on a weekend now has to be used up because the pursuit could not be delivered without defect The option of accepting a defective product at 10% the sales price and not the retail price would not have been reflective of the true cost of a "scratch and dent" product It is ironic that the company would have charged me $to reschedule which implies that their time should be monetized however my time as a customer shouldn't be monetized I am also surprised the Revdex.com finds this acceptable as well
September 27, Warners’ Stellian Company Inc [redacted] StPaul, MN Revdex.com SRiver Ridge Circle Burnsville, MN 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 missionWhen we fall short of our customer’s expectations, we work quickly to remedy any outstanding issuesUnfortunately, customer Ms [redacted] has experienced issues related to her refrigeratorOn July 13, we completed a service call on the refrigerator and at that time tested it to be working as designedOn September 21, we were notified by Ms [redacted] that she was having issues with her refrigerator not coolingDue to the issues that Ms [redacted] is having with this refrigerator we want to send a specific technician outDue to the schedule of the technician needed we have since picked up the customers refrigerator to be repaired in our shopBringing Ms***’s refrigerator to our shop will allow us to test it for a longer period of time after the repair is completedDuring this time we have provided a loaner refrigerator to Ms***’s home to be used until service is complete, the loaner was delivered on September 26, As soon as the repair is complete we will contact Ms [redacted] to return her refrigerator to her homeWe sincerely apologize for the inconvenienceIf 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 / [redacted] (1000, 5, 2015/09/25) */ September 25, Warners' Stellian Company Inc Atwater Circle StPaul, MN Revdex.com SRiver Ridge Circle Burnsville, MN 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 priorityOur teams are trained to ensure we are successful in achieving that missionWhen we fall short of our customer's expectations, we work quickly to remedy any outstanding issues Unfortunately, customer Mrs [redacted] has been experiencing an issue related to her refrigeratorUnder the manufacturer's warranty we are required to perform service to repair the refrigeratorAfter several failed attempts to repair Mrs [redacted] refrigerator, we did submit this case to be reviewed for replacement by the ManufacturerThis refrigerator was approved for replacement on September 23rdOnce we received the approval, we contacted Mrs [redacted] to notify her and she accepted an exchange for the same refrigeratorWe are currently scheduled to deliver the new refrigerator on October 3rd, at Mrs [redacted] 's requestWe 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 651-222- Sincerely, Warners' Stellian Customer Service Supervisor CC: Mrs [redacted]
July 22, Warners’ Stellian Company Inc [redacted] StPaul, MN Revdex.com SRiver Ridge Circle Burnsville, MN 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 missionWhen we fall short of our customer’s expectations, we work quickly to remedy any outstanding issuesWe delivered a washer to Ms***’s home on June 17, On the afternoon of June 17, we were notified that the washer was leakingWe scheduled for a technician to go to Ms***’s home on June 18, to diagnose the washerThe technician found that the tub seal had failed causing the washer to leakWe agreed to take the washer back and scheduled the pick up on June 21, We notified Ms [redacted] that the washer would need to stay in her home if she was planning on filing a home damage claim through the manufacturer but Ms [redacted] refusedWe were contacted by the manufacturer on June 23, advising us that if the washer was not in the customer’s home they would not be able to complete the home damage claimWe advised Ms [redacted] of this information and she denied letting us return the washer to her home until the claim is completeWe are currently holding the washer in our warehouse in-case it is needed during the damage claimThe manufacturer will not allow us to be involved in a home damage claim, for legalities they require all communications to be between the manufacturer and the customerWe fully intend on refunding the customer, however if the home damage claim is not complete and we process the refund, we will no longer hold the washer in our warehouseIf Ms [redacted] does not need the washer for the home damage claim we will refund her in full and properly dispose of the washerPlease notify us on how Ms [redacted] would like to proceedWe sincerely apologize for the inconvenienceIf 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: MsDiane [redacted]
Initial Business Response / [redacted] (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 likePlease email the brand and model number to [redacted] @warnersstellian.com or XXXXXX-XXXX and we will inquire with the manufacture
Final Consumer Response / [redacted] (2000, 6, 2015/06/18) */ Speaking with Samsung customer department today (6/18/15), we came to know that Samsung has approved exchange of the defective washer with a new one on June 11, The approval/authentication # is [redacted] We have provided this information and the number to Warner Stellian customer service department over phone today (6/18/15)