Initial Business Response / [redacted] (1000, 21, 2016/08/25) */ On 7/30, we received a call from [redacted] to report possible delivery damage during the delivery of her refrigerator [redacted] *., assistant customer service manager, contacted the drivers and was told that there was existing floor damage in the home and no additional damage had been caused at the time of deliveryPer our operating procedure when there is disputed damage, [redacted] scheduled our delivery management team to go out to investigateThe investigation was done on 8/1/and was determined to be existing damage in some areasThe reported damage in front of the refrigerator had been protected with masonite during the delivery and therefore deemed to not have been caused by the drivers [redacted] provided "before" photos that did not show the boards that had allegedly been damaged I spoke with [redacted] on 8/1/to inform her that the damage was determined to not have happened at the time of delivery [redacted] disagreed with the assessment, so I scheduled our furniture service manager to see if the damage in question was minor enough to be repaired quickly as a courtesy for the dispute [redacted] *., furniture service manager/wood repairer went out on 8/2/and was shown other areas that the customer also wanted repaired that were not accessed during the delivery, but that the customer reported were caused at the time of delivery as wellWe declined to proceed with the courtesy repair at that time I followed up with [redacted] on 8/to explain that based on the finding that the damage was not caused by Sherman's, and that the areas would be too extensive for our wood repairer to touch up, I would offer a concession towards her recent purchase [redacted] declined the $concession and reported that she would like to return the full purchaseI offered $to attempt to save the sale, but [redacted] refused and asked to speak with Paul Sherman MrSherman spoke with [redacted] on 8/8/and asked her to explain why she believed the damage was caused at the time of deliveryShe reported that she had not seen that damage before the delivery, but admitted that masonite had been used during the delivery periodShe did agree that the refrigerator was not put fully into place because her husband needed to make adjustments to an upper cabinet for the fridge to fit, so it was left in the middle of the kitchen floor at the end of delivery and her husband had to move it into placePaul Sherman asked what [redacted] thought would be fair, based on the circumstances, and she decided to call back after discussing with her husband on 8/8/I spoke with [redacted] again the same day and we settled on $as settlement for the disputed damage I have attached the signed acceptance of this credit along with additional photos that were taking during the delivery and during the investigation : [redacted] Signed Release.pdf:
Initial Business Response / [redacted] (1000, 5, 2016/09/20) */ The customer reported their new washer as leaking during operationSherman's sent techs and an appliance service manager to the home to inspect and diagnose the applianceNone of the technicians were able to verify that there had been any leak or evidence of a leak after running multiple tests and wash cyclesAfter completion of the diagnosis, it was determined that the washer was being overloaded causing splash over from the top of the wash tubThe customer was advised not to over load the unit The customer still reports leaking while unit is operatingSherman's is allowing the customer to select a new unit with 100% of purchase price as credit Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) A new washer was installed today & it still leaves water on the floorSherman's is sending out someone Saturday to see what the problem is If that solves the problem We will let you know Final Business Response / [redacted] (4000, 9, 2016/09/27) */ After replacing the washer with a new unit, the customer reported that it was still leakingWe sent the asstmanager of appliance service out on 9/27/to investigate and he found that the customer's drain plumbing would leak when the washer was running the drain cycleThe leak stops when the washer is washing and/or not in useAdvised the home owner to contact a plumber to fix his drain pipe
Initial Business Response / [redacted] (1000, 5, 2016/09/20) */ The customer reported their new washer as leaking during operationSherman's sent techs and an appliance service manager to the home to inspect and diagnose the applianceNone of the technicians were able to verify that there had been any leak or evidence of a leak after running multiple tests and wash cyclesAfter completion of the diagnosis, it was determined that the washer was being overloaded causing splash over from the top of the wash tubThe customer was advised not to over load the unit The customer still reports leaking while unit is operatingSherman's is allowing the customer to select a new unit with 100% of purchase price as credit Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) A new washer was installed today & it still leaves water on the floorSherman's is sending out someone Saturday to see what the problem is If that solves the problem We will let you know Final Business Response / [redacted] (4000, 9, 2016/09/27) */ After replacing the washer with a new unit, the customer reported that it was still leakingWe sent the asstmanager of appliance service out on 9/27/to investigate and he found that the customer's drain plumbing would leak when the washer was running the drain cycleThe leak stops when the washer is washing and/or not in useAdvised the home owner to contact a plumber to fix his drain pipe
Hello, Ms*** purchased a Bosch wall oven and GE fridge from us in FebruaryThe fridge was missing bins for the LS of the doorThe bins have been ordered on 1/& again on 2/27 to be sent directly to her home by the mfr and it has been explained to Ms*** that GE
has experienced some shipping delays due to the relocation of a warehouse, but they will indeed be shipped directly to her homeYesterday 3/8/after speaking w/Ms*** in regard to the bins we pulled a set of bins from a brand new fridge we have in stock and will be delivering those to her todayAt this point Ms*** will now receive bins for said fridge. Ms*** was informed at the time of her purchase that her Bosch wall oven that the wall oven is non returnable and non refundableWhen our installer arrived to install the wall oven it was discovered the outlet was not in the proper location for installMr*** informed out technician to go ahead and install it and he would worry about the outlet later. After the install Mrs*** called upset that she would have to have the outlet moved and stated that since she had to move the outlet she wanted to exchange the wall oven for a GE rather than a BoschI informed it exchange of the unit was not possible but that we would refund her install fee to help cover the cost of moving the outletCheck was issued on 2/22/in the amount of $and has been cashed by MsSpitz. Copy of the check and the purchase receipt showing she paid a discounted fee for the install of both her dishwasher and wall oven are attached MsSpits has a one year warranty from the date of install of the wall oven that will be honored by Sherman's as an authorized Bosch servicer, this was proved to Ms*** in writing via US Postal service on 2/21/& will be provided to her again today via US Postal Service Certified Mail to ensure her receipt of said documents
I am rejecting this response because: No one in the *** home gave any installer permission to install the double ovens in any manner that was not Peoria County code correct. We stated in all business meetings with Sherman's that all product needed to be done according to code as we may sell our home in the future. Yes, I was upset that day. The new ovens smelled terrible, like burning oil, Sherman's claimed in minutes it would be gone. Bosch explained to me that it could take up to a month. Yes, I did think about switching out the ovens. I asked for our salesperson to call me back. If we had had one call back from Nate ***, we may have repurchased the ovens and dealt with the cost. The smell is almost gone and now that they are correctly wired, I find that they work quite well. How can you go into a home and wire items that are not to code?No letter from 2/21/was received at our home. I will speak to the postmaster at the Dunlap Post office and file a report.Yes, I cashed your check.Thank you for providing me with the GE door bins that we paid for on 12/27/17. I will look forward to their delivery some day.I was very excited to have a new kitchen. Sherman's ruined this for both of us.I do not wish to hear from you again
We have spoken with Ms***' son and informed him that the parts are on order and we have contacted the manufacturer to find out when we can expect themWe also offered to have a furniture service manager take a look at the headboard to verify if hardware can be purchased locallyHe agreed and
our furniture service manager will be contacting him to set an appointment that works for Ms***
Initial Business Response /* (1000, 21, 2016/08/25) */
On 7/30, we received a call from *** *** to report possible delivery damage during the delivery of her refrigerator*** *., assistant customer service manager, contacted the drivers and was told that there was existing floor damage in
the home and no additional damage had been caused at the time of deliveryPer our operating procedure when there is disputed damage, *** scheduled our delivery management team to go out to investigateThe investigation was done on 8/1/and was determined to be existing damage in some areasThe reported damage in front of the refrigerator had been protected with masonite during the delivery and therefore deemed to not have been caused by the drivers*** provided "before" photos that did not show the boards that had allegedly been damaged
I spoke with *** *** on 8/1/to inform her that the damage was determined to not have happened at the time of delivery*** disagreed with the assessment, so I scheduled our furniture service manager to see if the damage in question was minor enough to be repaired quickly as a courtesy for the dispute*** *., furniture service manager/wood repairer went out on 8/2/and was shown other areas that the customer also wanted repaired that were not accessed during the delivery, but that the customer reported were caused at the time of delivery as wellWe declined to proceed with the courtesy repair at that time
I followed up with *** on 8/to explain that based on the finding that the damage was not caused by Sherman's, and that the areas would be too extensive for our wood repairer to touch up, I would offer a concession towards her recent purchase*** declined the $concession and reported that she would like to return the full purchaseI offered $to attempt to save the sale, but *** refused and asked to speak with Paul Sherman
MrSherman spoke with *** on 8/8/and asked her to explain why she believed the damage was caused at the time of deliveryShe reported that she had not seen that damage before the delivery, but admitted that masonite had been used during the delivery periodShe did agree that the refrigerator was not put fully into place because her husband needed to make adjustments to an upper cabinet for the fridge to fit, so it was left in the middle of the kitchen floor at the end of delivery and her husband had to move it into placePaul Sherman asked what *** thought would be fair, based on the circumstances, and she decided to call back after discussing with her husband on 8/8/I spoke with *** again the same day and we settled on $as settlement for the disputed damage
I have attached the signed acceptance of this credit along with additional photos that were taking during the delivery and during the investigation
:*** Signed Release.pdf:
Initial Business Response /* (1000, 5, 2016/09/20) */
The customer reported their new washer as leaking during operationSherman's sent techs and an appliance service manager to the home to inspect and diagnose the applianceNone of the technicians were able to verify that there had been any
leak or evidence of a leak after running multiple tests and wash cyclesAfter completion of the diagnosis, it was determined that the washer was being overloaded causing splash over from the top of the wash tubThe customer was advised not to over load the unit
The customer still reports leaking while unit is operatingSherman's is allowing the customer to select a new unit with 100% of purchase price as credit
Initial Consumer Rebuttal /* (3000, 7, 2016/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A new washer was installed today & it still leaves water on the floorSherman's is sending out someone Saturday to see what the problem is
If that solves the problem We will let you know
Final Business Response /* (4000, 9, 2016/09/27) */
After replacing the washer with a new unit, the customer reported that it was still leakingWe sent the asstmanager of appliance service out on 9/27/to investigate and he found that the customer's drain plumbing would leak when the washer was running the drain cycleThe leak stops when the washer is washing and/or not in useAdvised the home owner to contact a plumber to fix his drain pipe
Initial Business Response / [redacted] (1000, 21, 2016/08/25) */ On 7/30, we received a call from [redacted] to report possible delivery damage during the delivery of her refrigerator [redacted] *., assistant customer service manager, contacted the drivers and was told that there was existing floor damage in the home and no additional damage had been caused at the time of deliveryPer our operating procedure when there is disputed damage, [redacted] scheduled our delivery management team to go out to investigateThe investigation was done on 8/1/and was determined to be existing damage in some areasThe reported damage in front of the refrigerator had been protected with masonite during the delivery and therefore deemed to not have been caused by the drivers [redacted] provided "before" photos that did not show the boards that had allegedly been damaged I spoke with [redacted] on 8/1/to inform her that the damage was determined to not have happened at the time of delivery [redacted] disagreed with the assessment, so I scheduled our furniture service manager to see if the damage in question was minor enough to be repaired quickly as a courtesy for the dispute [redacted] *., furniture service manager/wood repairer went out on 8/2/and was shown other areas that the customer also wanted repaired that were not accessed during the delivery, but that the customer reported were caused at the time of delivery as wellWe declined to proceed with the courtesy repair at that time I followed up with [redacted] on 8/to explain that based on the finding that the damage was not caused by Sherman's, and that the areas would be too extensive for our wood repairer to touch up, I would offer a concession towards her recent purchase [redacted] declined the $concession and reported that she would like to return the full purchaseI offered $to attempt to save the sale, but [redacted] refused and asked to speak with Paul Sherman MrSherman spoke with [redacted] on 8/8/and asked her to explain why she believed the damage was caused at the time of deliveryShe reported that she had not seen that damage before the delivery, but admitted that masonite had been used during the delivery periodShe did agree that the refrigerator was not put fully into place because her husband needed to make adjustments to an upper cabinet for the fridge to fit, so it was left in the middle of the kitchen floor at the end of delivery and her husband had to move it into placePaul Sherman asked what [redacted] thought would be fair, based on the circumstances, and she decided to call back after discussing with her husband on 8/8/I spoke with [redacted] again the same day and we settled on $as settlement for the disputed damage I have attached the signed acceptance of this credit along with additional photos that were taking during the delivery and during the investigation : [redacted] Signed Release.pdf:
Initial Business Response / [redacted] (1000, 5, 2016/09/20) */ The customer reported their new washer as leaking during operationSherman's sent techs and an appliance service manager to the home to inspect and diagnose the applianceNone of the technicians were able to verify that there had been any leak or evidence of a leak after running multiple tests and wash cyclesAfter completion of the diagnosis, it was determined that the washer was being overloaded causing splash over from the top of the wash tubThe customer was advised not to over load the unit The customer still reports leaking while unit is operatingSherman's is allowing the customer to select a new unit with 100% of purchase price as credit Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) A new washer was installed today & it still leaves water on the floorSherman's is sending out someone Saturday to see what the problem is If that solves the problem We will let you know Final Business Response / [redacted] (4000, 9, 2016/09/27) */ After replacing the washer with a new unit, the customer reported that it was still leakingWe sent the asstmanager of appliance service out on 9/27/to investigate and he found that the customer's drain plumbing would leak when the washer was running the drain cycleThe leak stops when the washer is washing and/or not in useAdvised the home owner to contact a plumber to fix his drain pipe
Initial Business Response / [redacted] (1000, 5, 2016/09/20) */ The customer reported their new washer as leaking during operationSherman's sent techs and an appliance service manager to the home to inspect and diagnose the applianceNone of the technicians were able to verify that there had been any leak or evidence of a leak after running multiple tests and wash cyclesAfter completion of the diagnosis, it was determined that the washer was being overloaded causing splash over from the top of the wash tubThe customer was advised not to over load the unit The customer still reports leaking while unit is operatingSherman's is allowing the customer to select a new unit with 100% of purchase price as credit Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) A new washer was installed today & it still leaves water on the floorSherman's is sending out someone Saturday to see what the problem is If that solves the problem We will let you know Final Business Response / [redacted] (4000, 9, 2016/09/27) */ After replacing the washer with a new unit, the customer reported that it was still leakingWe sent the asstmanager of appliance service out on 9/27/to investigate and he found that the customer's drain plumbing would leak when the washer was running the drain cycleThe leak stops when the washer is washing and/or not in useAdvised the home owner to contact a plumber to fix his drain pipe
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
Hello, Ms*** purchased a Bosch wall oven and GE fridge from us in FebruaryThe fridge was missing bins for the LS of the doorThe bins have been ordered on 1/& again on 2/27 to be sent directly to her home by the mfr and it has been explained to Ms*** that GE
has experienced some shipping delays due to the relocation of a warehouse, but they will indeed be shipped directly to her homeYesterday 3/8/after speaking w/Ms*** in regard to the bins we pulled a set of bins from a brand new fridge we have in stock and will be delivering those to her todayAt this point Ms*** will now receive bins for said fridge. Ms*** was informed at the time of her purchase that her Bosch wall oven that the wall oven is non returnable and non refundableWhen our installer arrived to install the wall oven it was discovered the outlet was not in the proper location for installMr*** informed out technician to go ahead and install it and he would worry about the outlet later. After the install Mrs*** called upset that she would have to have the outlet moved and stated that since she had to move the outlet she wanted to exchange the wall oven for a GE rather than a BoschI informed it exchange of the unit was not possible but that we would refund her install fee to help cover the cost of moving the outletCheck was issued on 2/22/in the amount of $and has been cashed by MsSpitz. Copy of the check and the purchase receipt showing she paid a discounted fee for the install of both her dishwasher and wall oven are attached MsSpits has a one year warranty from the date of install of the wall oven that will be honored by Sherman's as an authorized Bosch servicer, this was proved to Ms*** in writing via US Postal service on 2/21/& will be provided to her again today via US Postal Service Certified Mail to ensure her receipt of said documents
I am rejecting this response because: No one in the *** home gave any installer permission to install the double ovens in any manner that was not Peoria County code correct. We stated in all business meetings with Sherman's that all product needed to be done according to code as we may sell our home in the future. Yes, I was upset that day. The new ovens smelled terrible, like burning oil, Sherman's claimed in minutes it would be gone. Bosch explained to me that it could take up to a month. Yes, I did think about switching out the ovens. I asked for our salesperson to call me back. If we had had one call back from Nate ***, we may have repurchased the ovens and dealt with the cost. The smell is almost gone and now that they are correctly wired, I find that they work quite well. How can you go into a home and wire items that are not to code?No letter from 2/21/was received at our home. I will speak to the postmaster at the Dunlap Post office and file a report.Yes, I cashed your check.Thank you for providing me with the GE door bins that we paid for on 12/27/17. I will look forward to their delivery some day.I was very excited to have a new kitchen. Sherman's ruined this for both of us.I do not wish to hear from you again
We have spoken with Ms***' son and informed him that the parts are on order and we have contacted the manufacturer to find out when we can expect themWe also offered to have a furniture service manager take a look at the headboard to verify if hardware can be purchased locallyHe agreed and
our furniture service manager will be contacting him to set an appointment that works for Ms***
Initial Business Response /* (1000, 21, 2016/08/25) */
On 7/30, we received a call from *** *** to report possible delivery damage during the delivery of her refrigerator*** *., assistant customer service manager, contacted the drivers and was told that there was existing floor damage in
the home and no additional damage had been caused at the time of deliveryPer our operating procedure when there is disputed damage, *** scheduled our delivery management team to go out to investigateThe investigation was done on 8/1/and was determined to be existing damage in some areasThe reported damage in front of the refrigerator had been protected with masonite during the delivery and therefore deemed to not have been caused by the drivers*** provided "before" photos that did not show the boards that had allegedly been damaged
I spoke with *** *** on 8/1/to inform her that the damage was determined to not have happened at the time of delivery*** disagreed with the assessment, so I scheduled our furniture service manager to see if the damage in question was minor enough to be repaired quickly as a courtesy for the dispute*** *., furniture service manager/wood repairer went out on 8/2/and was shown other areas that the customer also wanted repaired that were not accessed during the delivery, but that the customer reported were caused at the time of delivery as wellWe declined to proceed with the courtesy repair at that time
I followed up with *** on 8/to explain that based on the finding that the damage was not caused by Sherman's, and that the areas would be too extensive for our wood repairer to touch up, I would offer a concession towards her recent purchase*** declined the $concession and reported that she would like to return the full purchaseI offered $to attempt to save the sale, but *** refused and asked to speak with Paul Sherman
MrSherman spoke with *** on 8/8/and asked her to explain why she believed the damage was caused at the time of deliveryShe reported that she had not seen that damage before the delivery, but admitted that masonite had been used during the delivery periodShe did agree that the refrigerator was not put fully into place because her husband needed to make adjustments to an upper cabinet for the fridge to fit, so it was left in the middle of the kitchen floor at the end of delivery and her husband had to move it into placePaul Sherman asked what *** thought would be fair, based on the circumstances, and she decided to call back after discussing with her husband on 8/8/I spoke with *** again the same day and we settled on $as settlement for the disputed damage
I have attached the signed acceptance of this credit along with additional photos that were taking during the delivery and during the investigation
:*** Signed Release.pdf:
Initial Business Response /* (1000, 5, 2016/09/20) */
The customer reported their new washer as leaking during operationSherman's sent techs and an appliance service manager to the home to inspect and diagnose the applianceNone of the technicians were able to verify that there had been any
leak or evidence of a leak after running multiple tests and wash cyclesAfter completion of the diagnosis, it was determined that the washer was being overloaded causing splash over from the top of the wash tubThe customer was advised not to over load the unit
The customer still reports leaking while unit is operatingSherman's is allowing the customer to select a new unit with 100% of purchase price as credit
Initial Consumer Rebuttal /* (3000, 7, 2016/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A new washer was installed today & it still leaves water on the floorSherman's is sending out someone Saturday to see what the problem is
If that solves the problem We will let you know
Final Business Response /* (4000, 9, 2016/09/27) */
After replacing the washer with a new unit, the customer reported that it was still leakingWe sent the asstmanager of appliance service out on 9/27/to investigate and he found that the customer's drain plumbing would leak when the washer was running the drain cycleThe leak stops when the washer is washing and/or not in useAdvised the home owner to contact a plumber to fix his drain pipe