ComplaintsforWright Touch Solutions

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Summary of complaint: Wright Touch Home Solutions installed an oven appliance on 4 Oct 2022 resulting in a functional issue - blocking a nearby refrigeration appliance from opening - did not resolve it promptly, and refuses refund. The installer misrepresented the installation on 4 Oct 2022 in order to get installation "approved" and take payment. Timeline:4 Oct 2022 - Installation conducted 4 Oct 2022 - Issue reported by customer to business, told to wait for "a few days" for resolution 17 Oct 2022 - No contact from business; customer resolved the issue separately to regain access to refrigerator, asked business for partial refund of fair value for the resolution 25 Oct 2022 - No contact from business; customer recontacted business asking for refund 1 Nov 2022 - No contact from business; customer again recontacted business asking for refund 1 Nov 2022 - Business claims customer did not give business chance to resolve (2 weeks)1 Nov 2022 - Customer reiterated ask for refund, pointing to the facts: * business approved unit and location for installation with pre-installation check * installer misrepresented installation by not disclosing the fact that the installation disrupted the refrigerator * business set expectation of resolution in "days" but did not resolve it in a timely manner Wright Touch Home Solutions has repeatedly tried to deflect responsibility pointing to the manufacturer's unit sizing and the kitchen layout, even though they were contracted to navigate these exact complexities and they conducted a pre-installation check and approved the unit and location for installation. Customer had to take action to resolve the functional problem on his own and is seeking partial refund in the amount of $200.Attachments:* Receipt

  

  Business response

  11/09/2022

  We will be happy to respond to this but it won't be until December 1.  These are the busiest two weeks of the year for us.   The complaint is totally without merit.      

   

   

  

  Business response

  12/20/2022

  The short response to Mr. ***** complaint is that we professionally and correctly installed his double wall oven.   ************ was beyond impatient from the moment he contacted us to request we install his unit.   We went way above and beyond to get his unit installed. He called/texted ten to twenty times from our initial contact until we did the installation.  We respond to all communications 24/7 and get back to folks quickly.    He never allowed Rob to come out and look at the situation and IF there had been an issue, we would have addressed it.     
  Before, during, and post Covid nothing has changed with our process or service levels we are a small company with limited skilled staff. Our normal timeline is anywhere from two to four weeks on a standard unit from pre-measure to installation.  We typically have 30 to 50 active clients that are in various stages of waiting on premeasures, waiting on units to come in and then installations.   Rob is the only person who does pre-measures/site visits and is ultimately responsible for all the work we do.  He has over 30 years’ experience and we take extreme pride in providing a superior product in our specialty of appliance installation and retrofits.   We are the only installation firm in the area and most of the country that has a full-service installation team, and we manage all aspects of the project including all the project management if needed.
  
  The detailed response would be the following:
  ************ reach out on Saturday; September 17th and I spoke with him.  His current unit was not working and wanted to have it replaced as soon as possible.   Rob had been admitted to the cardiac unit at UMass the day before on 9/16/22.  As we all ways do we make every effort to meet the needs of our clients.    I told ************ he could speed things up by sending some pictures since we didnt know when *** would be out of the hospital or even be able to work again.   We normally charge $125 for the pre-measure and based on the job we may credit part of that back to the work we do.   Rob was able to look at the pictures and the information on the new replacement unit on Friday, September 23, he thought it should be a pretty straightforward replacement with some adjustments.
  
  We left ************ a voicemail and emailed his salesperson at Hudson Appliance.   Again, ************ was aggressively calling and texting to set up the installation.  Despite Rob still not being well and we were backed up from him being out.  We jumped ************ in front of other customers to accommodate him including rescheduling another customer.   We attempted to do the installation on September 27th but when we contacted Hudson Appliance to pick up the unit on September 26th, it turned out that ************ had NOT purchased his new unit.  There for we could not do the installation on 9/27/22.   
  
  We moved around more customers to do the installation on October 4th.   ************ was texting everyday looking for a quote.  He had every opportunity to have some else come out and do the installation if he liked, yet he wanted us to do the work.   Sensing that this would be a difficult client and would not be flexible if it turned out additional work was needed.    I asked *** despite not feeling well and just getting out of the hospital if he could stop over to double check the space and ensure that the unit would fit.  He confirmed that it would.  Our guys installed the new unit and showed the individual at the house the finished work (I believe it was Mr. ***** wife).   We have pictures of the new unit installed. 
  
  ************ subsequently reached out to say that the fridge and wall oven were making contact.  This is NOT an unusual issue.  Every home and kitchen are unique, some of them have lots of space and have exceptional layouts and unfortunately many do not.   We are working with in many cases cabinets and other appliances that have been in place for years.  They move and come out of alignment with use and as the houses settle.   More commonly the newer appliances have much deeper profiles and much larger handles that the units they are replacing.  Every appliance manufacture changes handles,depths of units and sizes.   We are retrofittingevery time we replace a unit.  Occasionally we need to make additional modifications. 
  The issue ************ described was a slight modification and would have involved his fridge not his wall oven. We correctly installed his unit. If we had to adjust this fridge we would have and we would have charged him to do it.  
  Regarding Mr. ***** made-up schedule of when he expected responses to his communications.   He seems to think he is the only client we have, we inconvenienced multiple clients to get his unit installed in addition it costs us time and money to move the schedule around.    We were in communication with him multiple times about his issue, he simply wanted a discount on the installation there was not an issue.  

  Customer response

  12/20/2022

  
  Complaint: ********
  
  I am rejecting this response because: it (1) uses hyperbole to inaccurately characterize the communication between the customer and the business including demonstrably false claims that contradict the text (iMessage), email, and phone records, (2) Introduces irrelevant circumstantial facts to garner sympathy and resorts to ad hominem attacks on the customer, and (3) is consistent with the business's MO (on written record) to deflect, make excuses, and stall.

  I am flabbergasted that this business believes bullying the customer will resolve this dispute.  The facts are that the business misrepresented the oven installation and left a functional problem for another key household appliance (a refrigerator), made an empty promise to resolve it "in a few days", quickly cashed payment, and became unresponsive for weeks thereafter.  

  I'm confident any court will see through the smokescreen this business is attempting to create.

  Sincerely,
  
  *******************

  

  Business response

  12/21/2022

  ************, 

  In the holiday spirit and in an effort to close out this issue which clearly, we are not going to resolve.  We would offer to make a donation in your name to the charity of your choice.  If you respond with the information I will do that by Friday and have them, send you a receipt.

   

  Wright Touch Solutions. 

  Customer response

  12/22/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory under the condition the named donation is for the full amount requested ($200).

  Donation of $200 can be made to the Sudbury Historical Society in the name of "*******************" either by phone *************) or online (*******************************************).

   

  The Sudbury Historical Society, Inc.
  *** ****************
  *******, ** **********

   

  Sincerely,
  
  *******************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩