Spencer Carpet Installation & Cleaning

Sent: Friday, June 19, 2015 8:43 AM To: drteam Subject: Revdex.com Case # [redacted]   Revdex.com Case ID [redacted] Product: [redacted] Refrigerator Order Number: 300    I refer to the letter of [redacted] relating to her complaint of our warranty terms. On January 28th 2015, [redacted],...

daughter of [redacted], came to the store to buy a [redacted] refrigerator for $700 including the delivery fee. [redacted] came back on February 2, 2015 to purchase an ** washer and dryer set. [redacted] called us on March 2, 2015 to inform us that the refrigerator had stopped cooling. We sent the technician to her home. The technician reported that he stopped a leak of Freon and he filled it back up. She called us again on Thursday March 19, 2015 because the refrigerator’s ice maker was neither making nor dispensing ice. She asked if we could replace the refrigerator because she did not like having problems with it. We told her that she could come by the store to pick another one. Our policy states that we do not do refunds or returns, but we make exchanges when the said appliance cannot be repaired. We do not charge any extra fees on the exchange if the replacement is of the same value. [redacted] came the next day, Friday March 20, 2015. She chose to get a [redacted] Door refrigerator that we were selling for $1400. Since she was our customer and because of the previous inconvenience we reduced $100 off the price. She paid a $600 difference taking by account that she had paid $700 for the previous refrigerator. [redacted] called us April 6th, to let us know that the freezer was cooling but it was not freezing. We sent the technician, who filled it up with Freon and stopped a leak. We received a call from [redacted] because the freezer would still cool but not freeze, we sent the technician Friday June 5th. She called us again to let us know that the freezer was still having the same problem and that the technician did not fix her washer. When she called the previous time, she did not mention to us the problem with her washer because she said she wanted to wait until he was there so he could fix that issue the same day. The ** front load washer was not draining the water from the detergent drawer. Since we were not aware of the situation, we sent out the same technician who is not trained in front load washer machine repairs. She asked for us not to send the same technician again. The owner hired another technician to go with him on June 11th, and together they found the problem. They replaced Supco Filter Driers among other parts, and did service on the refrigerator. They also checked the washer and they reported that it was working fine.  Our warranty terms are the following: first month covers everything, parts and labor, second and third month cover only labor. Despite the fact that Mrs. [redacted]’s first month of warranty had passed already, we did not charge her for any of the parts replaced. We are very saddened to find out her disappointment at how we managed the situation through this complaint. We must point out that we always sent the technician to her house as soon as we were able to, we did not ignore her phone calls and if we missed any calls from [redacted] was due to the fact that no one was available in the office to answer her call, so we returned her missed calls as soon as possible. Unfortunately, we cannot issue a refund because the refrigerator was clearly sold under a contract stating “Product sold in as is condition. All sales are final. No cash refunds.” Throughout the store there are several signs that state our policy and at the top of every receipt it clearly states it again. [redacted] and [redacted] signed at the bottom of the receipts agreeing to our terms and conditions.   Sincerely,  Kenia E[redacted]