Werner Sand & Gravel Company

The manufacturer has no record of authorized service going to your homeWe attempted to send a factory-authorized technician, who reported after speaking with you over the phone on or around January that the issue might be from your hookup (Grand Appliance & TV did not perform this labor as
indicated by the signed delivery document), but would need to see the unit to properly diagnose and address the issueWe can ask the technician to contact you to set up a service call if the problem is still evident

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

As previously stated, we replaced the hose because we were eliminating it as the source of the leakWhen it continued to leak, it was found to be the shutoff valve, which is not our responsibilityAt no time did anyone state the leak was coming from the hoseMr*** was there to let in our personnel, but not present when the labor was completedThe source of the leak was explained to the cus***er (not her son) at the time the labor was completed, though it was subsequently explained to Mr*** via phone when he requested clarification

We were offered two models of dishwashers that would fit We picked one and communicated that to Grand Appliance We still have no delivery and install date as of 8/17/ Also, the dented refrigerator door problem is still unresolved We need to continuously contact them to try to get resolution on both of these items

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I am happy to report that we have received the refund checkThis matter may now be considered closed. Thanks for everyone’s help
Regards,
*** ***

Mr*** stated that twelve items of clothing were damaged due to washing them in incorrect temperatures, and he assigned the loss value at $1,We asked to inspect the clothing and he shipped us eleven of the twelve items previously listed, in addition to three more that were not on his
original claimOf the fourteen items received, eight were dry-clean only and did not appear to be in any way damagedOf the remaining six articles of clothing, only one appeared as if it might have shrunkHe valued this at $79, which we offered as a settlementHe declined that offer by telling me to "kiss [his] ***", at which point I advised him that I was terminating the call

Grand Appliance & TV delivered a refrigerator on
06-30-14, at which time it was noted on the delivery document bearing Ms
***’s initials that there was a “scratch on [the] floor [that] might need a
little work”We recommended a flooring specialist to inspect the floor and
discuss
repairs with Ms***, who agreed to the have the affected areas
replaced with Amendoim boardsGrand Appliance & TV paid the flooring
specialist last fall for the agreed-upon work.This October, Ms***’s husband contacted us, stating
that they were unhappy with how their kitchen floor aged over the past yearWe
directed the ***s to the flooring specialist who did the workWhen Ms
*** asked how I would feel if it were my floor, I did say that her floor was
much nicer than the one I have in my homeThe extended warranty to which the
customer is referring is reflected on attached document “***”, dated
07-09-

We changed the hoses on 5/1/and it continued to dripWhen the cus***er's plumbing was checked it was found to be leaking from the shutoff, which we tightened stopping the dripWe explained this to the cus***er on site, and also to the cus***er's son after the fact that we are not responsible
for plumbing failures

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I'm not quite certain how to respond as I truly can't believe that this business is now willing to just lie about what happened He knows his technicians saw the damage (within 24 hours); he knows I spoke with multiple people at Grand Appliance in North Prairie as well as their corporate Customer Service about this (one of those emails attached to last response); he knows I was asked to provide the flooring estimate (attached to last email), which I did; he knows that there is probably not people in this country who have ever read one of those forms and have any idea what they are really signing off on It is difficult to proceed if this business is willing to lie; there is no good faith; there is apparently a total disregard for customer satisfaction They clearly just want me to go away and have done a risk assessment of the negative effects for flat out lying to me and have decided it's worth it It is an amazing way to run a business The only way to satisfactorily resolve this complaint is for Grand Appliance to replace the floor they damaged There is no other response that I will ever accept from them
Regards,
*** ***

The customer stated that the unit was not rinsing. Electrolux authorized service performed repairs on 1/17/17 and tested the unit before departure. The customer called 2/13/17 to state that the problem was recurring. We asked for service details (as service had not been arranged through our office)...

and the customer could not provide them, so we investigated the servicer information for her, requested the document, and reported it to the manufacturer, which is requiring a second service call. We have arranged service through a second authorized service office. If the unit is determined to be unfixable, the manufacturer will authorize replacement.

I apologize for the ongoing issues with your order. The refrigerator door was lost in transit from the manufacturer so we are replacing the entire unit. Your final dishwasher selection was made August 16th and scheduled for next week, as you were advised via an email dated August 17th. Once this is installed, it should complete your order.

We are scheduled to exchange this unit on 8/2/17.

Grand Appliance & TV delivered and installed the appliances as ordered. The refrigerator was noted as damaged and we exchanged it on the next available delivery date. However, the attached paperwork (O04505-0-DZ.PDF) bearing the customer's signature acknowledges that "no damage to the home or...

property has occurred". The door in question is an older veneer door with extensive pre-existing scuffs, scratches, and marring which we did not cause. During the investigative process, both the delivery crew and customer were spoken with multiple times, and in light of the evidence, Grand Appliance & TV has determined that it is not liable for repair to or replacement of the customer's property.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.   
Regards,
 
[redacted]

We apologize for the delay. We need confirmation of your finance account number, which you can email directly to [email protected], or if you prefer to call in, please call 262-968-9050 or 847-746-6000 x 3. Please reference [redacted] when you call or email.

On behalf of Grand Appliance & TV, I apologize that this wasn't handled more expeditiously. We would be happy to replace the unit with a brand-new boxed unit on [redacted]. Your salesperson has been informed and should be reaching out soon to schedule.

The customer was informed that the check would be issued after the requisite 21 business day wait, but if he wanted the refund faster, he could provide an image of the check, front and back.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below:The record the company representative refers to is incorrect. A service by Liebherr was attempted during the first week of January in our home, but the technician couldn't fix the leak.  
Regards,
[redacted]

The check for $439 was drafted on 10/20 and taken by the USPS on 10/21. Please allow 7-10 business days for delivery.

The delivery document bearing the customer's signature acknowledges that he agreed "that the merchandise was received in good condition, and no damage to the home or property occurred". As such, we cannot offer an exchange, but our offer of a $100 concession or a complimentary 5-year warranty is...

still valid.