Werner Sand & Gravel Company

Ms. [redacted],  I’m following up on my earlier voicemail to let you know that the credit has been issued and a check will be drafted and mailed to 1[redacted]. Depending on the speed on the mail, you should have it the end of next week or so. I apologize for the...

delay. Thanks,[redacted]Grand Appliance & TV

The damage to the refrigerator was clearly marked and acknowledged at the time of delivery. Your property is not destroyed, and the picture submitted to us shows an older veneer door with scuff marks, dings, and scratches that we did not cause and therefore we cannot assume the responsibility of repairing or replacing it.

We have both dishwashers in stock available for install on the 17th. The installer will pick up the damaged dishwasher when he comes out to install the new one. He is advising that either will fit into the opening. We need to know which dishwasher you prefer and have left a message for you with a...

request for this information.

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted] Thank you.  For the record, the only reason you are refunding the money is because of the video on Facebook that you asked that my daughter take down.  Also, you called first thing, 8:30 am Saturday morning stating that a truck was on its way to pick up the machine.  I was still sleeping, because I am ill with Stage 4 Breast Cancer.  I frantically got ready.  The truck didn't arrive until 11:00 am.  Yes I am happy the machine is gone and you are refunding my money.  But I want the record to show that it wasn't easy or gracious.

The agreed to refund was processed on 2/11/16 @ 5:06:53 PM.

We are taking back the LG range the customer chose as a replacement for the Samsung range on his original order, and refunding him for the backordered Samsung microwave, but are unable to take back the refrigerator and dishwasher, which were the units the customer chose and are now used.

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.
I appreciate that you stated that you were having the check sent last week. However, we have not received it. This is eerily reminiscent of the broken promises and inaction we previously experienced with your organization. Considering the close proximity of Northern IL and Southeast Wisconsin, I am concerned as it was not in today’s mail. Can you confirm when this check was sent. I do not want to close out my claim with the Revdex.com until I receive the refund.
Regards,
[redacted]

We have asked the manufacturer for an exchange several times, and all of our requests have been rejected on the grounds that the unit is still considered repairable under the terms of the manufacturer's repair warranty on new appliances. The manufacturer is requiring that the service call initiated...

on behalf of the customer be completed before an exchange request can be reviewed. The manufacturer is advising that the fastest route to a potential exchange is to accept repairs.  Please see the attached scanned documents for a copy of the email exchanges with the manufacturer and a copy of the signed delivery document.

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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]It is irrelevant what scratches where previously there. I pictured what was not there prior to the delivery which I would have knowledge of and you wouldn't since you were not physically here. I took the word of your employee that if I had any further damage it would be taken care of. So you can take his word that he didnt do the damage but I cant take his word that it would be taken care of?! It is clear in the pictures that my wood exterior door was damaged THAT day and was noticed and documented minutes after your departure. In the picture you can CLEARLY see wood shavings from my wood door laying on the ground that gives CLEAR evidence that it had just happened. In the box where I signed no property damage also states no damage to product but yet you took responsibility for the product and replaced it despite my signiture, but yet won't take responsibility for your delivery men's actions on my property? Therefore giving me the impression your company picks and chooses what they want to take responsibility for instead of owning up to it all. You don't just go into someone's house and destroy their property and not even offer an apology and to make matters worse tell a customer who just gave you $3100 of their hard earned cash that she's a liar and that you didn't damage her home which she also puts her hard earned money into. I included attachments for REviewing. It is CLEAR in the pictures that something was scraped on the edge of my screen door while propped open there is no other way that could have happened. And it is CLEAR that my wood door was freshly smashed into. The evidence is there clear as day, yet you won't take responsibility for your delivery men's actions because of a signiture on a piece of paper, but took responsibility for the product being damaged despite my signiture. Which was damaged by your delivery men who were being CARELESS while putting it together, but who were oh so careful with my doors right?
Regards,
[redacted]

That is the account we received from Liebherr Service USA. If you can provide documentation from an authorized servicer showing that repairs were attempted, we can approach the manufacturer about other remedies, but without a service call on file, and given the likely source of the leak, service is required before any other solutions can be provided.

We are exchanging the unit for the consumer. He has been called and delivery is scheduled for Monday, August 3. We hope that this resolves the consumer's issues.

You say they want documentation that the mold is their responsibility. I can have a plumber come out but they probably won't believe the plumber because he did't see the leak. Why don't they come out with [redacted] who was the employee that came out and told me in person that the leak was from the hose at the top end of the washer. The reason being that there was no washer inside the hose. He saw where the water was leaking and agreed that was what caused the mold. He put the hose back on so he could go get another hose to replace that one. He took pictures of the leak and the mold. What more documentation do they need? [redacted] came back later and put the new hose on. At this time I was not there but he told my mother and [redacted] from Comfort Keepers that the hose caused the problem. What more can I do.? Why doesn't some one from the Revdex.com come out and look at it? You could make a real fast conclusion. You say you will close this complaint out in 5 days. If Grand Appliance doesn't want to do anything that means they are correct and I'm not? The little guy loses again. I don't want this complaint closed until they come out and tell me in person that they really don't think the mold is their problem. Let them look at it and if in their heart they can really say it is not their fault then so be it. Lesson learned. Thank You [redacted]

. This problem all started when my mother’s closet in her condo started taking on water just in a corner of the closet. I thought it was a leak in the plumbing or from the attic. I had peo[ple come in and look..couldn’t find it. So a couple of weeks ago when we had all that rain I went over to check everywhere water would go. Such as sinks dishwasher any plumbing where water could come from. As I was leaving her condo I never checked the washer in all of this. There it was. Aleak in the hose from the washer. Very small but dripping every 8 seconds. This was going on for more than a year as there was no washer in the hose. Now you would think the water would have leak to the front of the washer to the drain. No the way the condo is sitting the water leaked to the floor and then back into the condo. That was the cause of the water in her closet. So I called G4rand Appliance and explained the problem. They sent a young man out that next Monday and he came to look at the problem He had his own car ,no hoses to fix the problem. I showed him where it was leaking. He agreed it was leaking from the hose at the top of the washer and also agreed that was the water problem in her closet. He said he would come back with hoses and fix it. His name was [redacted]. He took pictures of the mold that has formed and said he would show his supervisor. When he came back I had gone back to work but my mother and her helper from Comfort Keepers was there. He told my mother and [redacted] from Comfort Keepers that the problem was no washer in the hose. [redacted] also saw where it was leaking. He put the new hose on and that stopped the leak. Now they are saying that when he turned the water back on that the shut off valve started to leak. He tightened it down and away he went. There is no water under the set tub where the shut off is and no mold there. Now Mr. [redacted] the manager said the leak was there and not from the hose. I told him he was wrong. I am a maintenance supervisor at a school and I knew what the problem was. I even called [redacted] back and asked him what was going on. I asked him if he would call Mr [redacted] and explain the situation. He said he would and would call me back. He never did. I have myself,my mother,[redacted], and [redacted] who saw where the leak was. The mold is right under the hose from the washer. [redacted] took pictures. So this leak is not from the shut off valve. All I wanted them to do was fix the hose which they did and to clean up the mold. He was very rude and said he would not. I could probably clean it myself but this is now a matter of principal. My mother will be 96 on June 4th. I feel they are taking advantage of her. I even asked him to come out and look at where the mold is and he would understand it was from the hose. He declined.I an not asking for hundreds of dollars. It would probably be a 100.00 dollars or so to clean the mold. If she died [redacted]orrow we could not sell the condo with mold. I honestly feel this is their problem and they should take care of it.Thank you. [redacted] Also if Mr [redacted] said it wasn’t leaking from the hose why did they replace it for free?

The credit referenced is on document CM16-301. I have just spoken with the store who will be calling you at ###-###-#### to refund the $233.15 to the credit card used to make your purchase. If you would rather call the store directly, please dial ###-###-#### and reference CM16-301.

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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
unafraid
Regards,
[redacted]

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 request to provide any documentation  on the owner side from the Liebherr service that was ordered by the grand appliances and tv ( [redacted]) and over which the owner has no control is illegitimate, and at least ridiculous. Grand appliances and TV brought in a defective refrigerator in my house that flooded the kitchen whereas I paid for a brand new fully functioning appliance. Return and full refund is requested.
Regards,
[redacted]

Grand Appliance & TV apologizes that we scratched the floor. We paid for the work done to correct the issue last year, which was agreed to by the customer. We ask that the customer contact the company who performed the work if they are not satisfied with their existing floor.

[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 received the credit on my account as mentioned. Complaint ID [redacted]. 
Regards,
Jim [redacted]