Initial Business Response /* (1000, 9, 2014/05/26) */
In reply to your letter dated April 29, 2014.
The job in question was installed on August 17, 2012 so I am going partly on memory. Unfortunately [redacted], the fellow that did our site measures at the time, and [redacted] the designer are no...
longer employed by us. According to my calendar the first time I was on site was September 25, 2012. [redacted] may have said that he talked to the contractor but I don't believe that I personally ever did.
I heard about the issue in Sept 2012 at which time I did go to the jobsite and met with Mrs. [redacted]. I did have some solutions, one of which was shorten the wall. Another was to change the cabinets so that the fridge would move to the left, and the cabinets there be reduced in size to accommodate the change. Obviously there is a cost involved to remaking the cabinets but I don't recall the amount that was quoted. I'm quite sure that it would have been less than the $2,000 cost to change the wall. We don't have a lot of details in the file on this but they do show that after I went there in September I reported that the customer was considering purchasing a different fridge.
We are not experts in appliances, and the specs that the appliance stores provide to us include the height and width of the fridge but they don't tell us how far they should be from a wall. We rely on the appliance salesperson to inform the customer whether or not the appliances they have chosen will work in their application.
I am very concerned that our customers are completely satisfied and it is very rare that they are not. I'm having a hard time understanding how it can be our responsibility for the appliance store not doing their due diligence.
Regardless, I am willing to meet the [redacted] half way and pay $1,000 towards the changes that had to be made. I hope this will meet with their satisfaction.
Initial Business Response /* (1000, 9, 2014/05/26) */
In reply to your letter dated April 29, 2014.
The job in question was installed on August 17, 2012 so I am going partly on memory. Unfortunately [redacted], the fellow that did our site measures at the time, and [redacted] the designer are no...
longer employed by us. According to my calendar the first time I was on site was September 25, 2012. [redacted] may have said that he talked to the contractor but I don't believe that I personally ever did.
I heard about the issue in Sept 2012 at which time I did go to the jobsite and met with Mrs. [redacted]. I did have some solutions, one of which was shorten the wall. Another was to change the cabinets so that the fridge would move to the left, and the cabinets there be reduced in size to accommodate the change. Obviously there is a cost involved to remaking the cabinets but I don't recall the amount that was quoted. I'm quite sure that it would have been less than the $2,000 cost to change the wall. We don't have a lot of details in the file on this but they do show that after I went there in September I reported that the customer was considering purchasing a different fridge.
We are not experts in appliances, and the specs that the appliance stores provide to us include the height and width of the fridge but they don't tell us how far they should be from a wall. We rely on the appliance salesperson to inform the customer whether or not the appliances they have chosen will work in their application.
I am very concerned that our customers are completely satisfied and it is very rare that they are not. I'm having a hard time understanding how it can be our responsibility for the appliance store not doing their due diligence.
Regardless, I am willing to meet the [redacted] half way and pay $1,000 towards the changes that had to be made. I hope this will meet with their satisfaction.