Wren Miller & Company

Initial Business Response / [redacted] (***, 6, 2017/01/13) */ Good afternoon: I am responding to the letter received January 10, on above case number I represent Halifax Transfer (the delivery company), [redacted] ) Halifax Transfer is a contracted to perform delivery on behalf of [redacted] Halifax Transfer did in fact deliver a stackable washer/dryer set to [redacted] Delivery team indicated that set was unpackaged and fully installed, however, request was made by customer to leave out from the wall, that he had to reposition a shelf and would move it on his own at a later time Customer moved the set on his own after repositioning the shelf Customer then called indicating the hose was not connected and that there was flooding Initially, we were planning to arrange for a restoration company to go in to begin clean up, however, then learned that customer had moved the item on his own I contacted customer to advise her they would not be coming in I also asked if they had moved the set after we had left She indicated she could not and would not answer that and that I must speak with her husband The customer indicated that Halifax Transfer did not hook up the machine properly Customer had moved the set after we had performed the delivery properly I suggested to customer and her husband to contact their home owners insurance My suggestion was made as their insurer would appoint an adjuster An adjuster is an objective professional who will determine if any other party should be responsible for damages [redacted] suggested this to customer as well as the store Customer insist he would not contact his own insurer and have to pay deductible I maintained our position that we installed correctly to begin with, and that I would not place it into our insurers hands, as we believe we completed the delivery service correctly, and that the set was moved after we left Thank you, Initial Consumer Rebuttal / [redacted] (3000, 8, 2017/01/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Can you please explain how the washing machine was "FULLY" installed? [redacted] The [redacted] washing machine owner's manual and the [redacted] online instructional videos both indicate that these are to be installedIn the bag are also found the covers to put into the holes on the back of the washing machine after you remove the plugs that are inserted for transportThese covers which are still sealed in the bag were obviously not installed either Did the installers even read the manual? Had they opened the drain hose installation kit with the U-bracket and zip tie to install the drain hose this incident and damage caused by it would not have occurred I will not be contacting my insurance company, paying a $ [redacted] deductible and have my insurance go up for years just to have an adjuster come in and say yeah Halifax Transfer did not hook this up properlyI understand that this would be a much easier process for Halifax Transfer to let my insurance company fix this situation but I find that unacceptable How can you possibly say that the washing machine was installed when the drain hose kit with bracket and zip tie is still in a sealed bag? The whole purpose of the bracket and zip tie is to keep the drain hose from coming out of the drain pipe in the wallEssentially the purpose of the kit is to prevent the hose from coming out of the wall and draining all over your floorHad it been installed this whole situation would have been avoidedSaying that it's my fault because I pushed the unit inches towards the wall is a pathetic excuseHad the installation kit with bracket and zip tie been installed my house would not be damaged whether the unit was moved or not My wife even asked if we should turn it on to try the washer out and they said that the washer was installed correctly and yet obviously it wasn't if the kit needed to FULLY install it hadn't even been opened I maintain my position that the drain hose was never inserted into the wallThe washing machine has a very long drain hose on it which easily inserts into the drain pipeI have a very hard time comprehending how anyone could explain how the drain hose could possibly come out of the drain pipe and then somehow get under the washing machineI simply pushed the washing machine inches towards the wall which if anything would push the drain hose further down the pipe, not pull it outI'm sure that their employee [redacted] took pictures of the hose under the washing machine before he helped me to tilt the stacked unit while my wife pulled the hose out from under the stacked washer and dryerThe same hose that somehow magically removed itself from the drain pipe in the wall and then found it's way under the very heavy stacked unit just from me pushing the unit in closer to the wall We PAID to have the washing machine delivered and FULLY installedThe fact that the installation performed by Halifax Transfer was not complete or correct, directly resulted in damage to our home and Halifax Transfer should be held responsible for their incomplete installation I find the response from Halifax Transfer to be completely unacceptable as they did not resolve any of the issues I requested in my complaint Final Business Response / [redacted] (4000, 10, 2017/01/19) */ Good day, We are in receipt of your letter dated January 17, Although we appreciate the fact that resolving a complaint requires both parties to move from their current position, we feel that our position should remain as is We believe that we did successfully install the product The product was moved by the client after we had left their residence We feel that the client should contact his insurance company to have a professional adjuster look after his claim Thank you for your time Final Consumer Response / [redacted] (4200, 12, 2017/01/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) To state that the unit was "fully" and "successfully" installed when the installation kit for the drain hose is still sealed in it's package and the fact that my house has sustained thousands of dollars of damage ( [redacted] )directly related to how the unit was installed is ludicrous It was your employees that placed the unit out of position for me to shove into place after they left because they stated" We only are given minutes to install these units" so they could not wait for me to unload the shelf so that it could be propped up while the unit was shoved under itYour employees told me to just shove it back towards the wallIf it was possible for the drain hose (which I still maintain was never put in place) to somehow come dislodged from the wall your employees should not have recommended that I move it We feel that our position must remain as isCompanies should take responsibility when their employees make obvious errors and not dump responsibility onto a consumer's insurance company

Initial Business Response /* (***, 6, 2017/01/13) */
Good afternoon:
I am responding to the letter received January 10, on above case number
I represent Halifax Transfer (the delivery company), ***) Halifax Transfer is a
contracted to perform delivery on behalf of ***
Halifax Transfer did in fact deliver a stackable washer/dryer set to***
Delivery team indicated that set was unpackaged and fully installed, however, request was made by customer to leave out from the wall, that he had to reposition a shelf and would move it on his own at a later time
Customer moved the set on his own after repositioning the shelf
Customer then called indicating the hose was not connected and that there was flooding
Initially, we were planning to arrange for a restoration company to go in to begin clean up, however, then learned that customer had moved the item on his own
I contacted customer to advise her they would not be coming in I also asked if they had moved the set after we had left She indicated she could not and would not answer that and that I must speak with her husband
The customer indicated that Halifax Transfer did not hook up the machine properly Customer had moved the set after we had performed the delivery properly
I suggested to customer and her husband to contact their home owners insurance My suggestion was made as their insurer would appoint an adjuster An adjuster is an objective professional who will determine if any other party should be responsible for damages
***suggested this to customer as well as the store
Customer insist he would not contact his own insurer and have to pay deductible
I maintained our position that we installed correctly to begin with, and that I would not place it into our insurers hands, as we believe we completed the delivery service correctly, and that the set was moved after we left
Thank you,
Initial Consumer Rebuttal /* (3000, 8, 2017/01/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Can you please explain how the washing machine was "FULLY" installed? *** The *** washing machine owner's manual and the *** online instructional videos both indicate that these are to be installedIn the bag are also found the covers to put into the holes on the back of the washing machine after you remove the plugs that are inserted for transportThese covers which are still sealed in the bag were obviously not installed either
Did the installers even read the manual? Had they opened the drain hose installation kit with the U-bracket and zip tie to install the drain hose this incident and damage caused by it would not have occurred
I will not be contacting my insurance company, paying a $*** deductible and have my insurance go up for years just to have an adjuster come in and say yeah Halifax Transfer did not hook this up properlyI understand that this would be a much easier process for Halifax Transfer to let my insurance company fix this situation but I find that unacceptable
How can you possibly say that the washing machine was installed when the drain hose kit with bracket and zip tie is still in a sealed bag? The whole purpose of the bracket and zip tie is to keep the drain hose from coming out of the drain pipe in the wallEssentially the purpose of the kit is to prevent the hose from coming out of the wall and draining all over your floorHad it been installed this whole situation would have been avoidedSaying that it's my fault because I pushed the unit inches towards the wall is a pathetic excuseHad the installation kit with bracket and zip tie been installed my house would not be damaged whether the unit was moved or not
My wife even asked if we should turn it on to try the washer out and they said that the washer was installed correctly and yet obviously it wasn't if the kit needed to FULLY install it hadn't even been opened
I maintain my position that the drain hose was never inserted into the wallThe washing machine has a very long drain hose on it which easily inserts into the drain pipeI have a very hard time comprehending how anyone could explain how the drain hose could possibly come out of the drain pipe and then somehow get under the washing machineI simply pushed the washing machine inches towards the wall which if anything would push the drain hose further down the pipe, not pull it outI'm sure that their employee *** took pictures of the hose under the washing machine before he helped me to tilt the stacked unit while my wife pulled the hose out from under the stacked washer and dryerThe same hose that somehow magically removed itself from the drain pipe in the wall and then found it's way under the very heavy stacked unit just from me pushing the unit in closer to the wall
We PAID to have the washing machine delivered and FULLY installedThe fact that the installation performed by Halifax Transfer was not complete or correct, directly resulted in damage to our home and Halifax Transfer should be held responsible for their incomplete installation
I find the response from Halifax Transfer to be completely unacceptable as they did not resolve any of the issues I requested in my complaint
Final Business Response /* (4000, 10, 2017/01/19) */
Good day,
We are in receipt of your letter dated January 17,
Although we appreciate the fact that resolving a complaint requires both parties to move from their current position, we feel that our position should remain as is
We believe that we did successfully install the product
The product was moved by the client after we had left their residence
We feel that the client should contact his insurance company to have a professional adjuster look after his claim
Thank you for your time
Final Consumer Response /* (4200, 12, 2017/01/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To state that the unit was "fully" and "successfully" installed when the installation kit for the drain hose is still sealed in it's package and the fact that my house has sustained thousands of dollars of damage (***)directly related to how the unit was installed is ludicrous
It was your employees that placed the unit out of position for me to shove into place after they left because they stated" We only are given minutes to install these units" so they could not wait for me to unload the shelf so that it could be propped up while the unit was shoved under itYour employees told me to just shove it back towards the wallIf it was possible for the drain hose (which I still maintain was never put in place) to somehow come dislodged from the wall your employees should not have recommended that I move it
We feel that our position must remain as isCompanies should take responsibility when their employees make obvious errors and not dump responsibility onto a consumer's insurance company