ComplaintsforKelsey's Appliance and Sleep Center Inc

• Initial Complaint

  05/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  See attachment. Mailed that letter on May 22, 2023 via certified mail. I received confirmation from **** that ******** received it the next day on May 23, 2023.

  Business response

  05/26/2023

  To whom it may concern:  

   

  I have attached the email we responded back to ************ in regards to her washer & dryer.  Unfortunately the manufacturer holds the warranty on the machines that are in the **** home.  We have guidelines that we have to follow.  These 2 appliances are still under the manufacturer's warranty, therefore, we are not able to return/refund the units without the manufacture's authorization.  As part of our contract with them, we have to follow a process before we are able to request a return authorization. Part of said process is that we are required to attempt to service and repair any issues the units may be having.
    We are happy to have our skilled service technicians diagnose and see why these units aren't working properly.    If the customer doesn't want ******** techs servicing the machines, Whirlpool can locate a different technician to do this for them.
  
  We purchase appliances from a buying group and these are still current models. When they were delivered, they were sold brand new and unused.  The warranty begins the day the customer takes ownership of them, not from their manufacturer's date (the day it leaves their warehouse).  We have to follow the manufacturers guidelines and we are required to attempt to service them and get to the bottom of any issues. If the manufacturer's tech line deems the units irreparable then they will issue a refund to us and we then will give it to you.
    As mentioned before, the customer can have Whirlpool's technicians diagnose the units.  They can be reached at  **************. They can also explain the return authorization process in more detail.
  
  I would like to add that at delivery, our team installed and tested both machines and at the time were working properly.   At that time, however, our delivery driver reported an extremely high/long vent from the dryer.  Improper or clogged venting can jeopardize the functions of the machines.  That is just one thing our service team would look for.  It is important to find out what is causing the issues as it can directly affect any future units purchased/installed.  In order for us to proceed further we ask that you schedule a service call with our service team or direct from the manufacturer.

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