ComplaintsforRigels Appliance

• Initial Complaint

  07/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My mother is an elderly handicapped woman who ordered a new washer and dryer combination unit from Rigels. Once the delivery and set up guys were gone, she tried to run a load of wash through the washing machine, and the washer would not drain. Brand new and not working. My mom called a few days later to ask about getting it serviced or replaced, and was met with "our hands are tied" and "we are doing the best that we can" comments - stating they could not get her on the schedule for a week or so. I called on behalf of my mother a day later and was given the exact same run around - no options for for consideration of her disability and age. Now my mother, who had troubles walking, has to lug her laundry to a laundromat 10 miles away to do her laundry until they can fit her in - which is a week a way. I am shocked that this business will not make an accommodation for her and get this fixed sooner. Hard not to feel she's being discriminated against.

  Business response

  07/16/2021

  The customer got a washer July 2.  The following week the problem was reported.  The washer is located at his mothers home on Pelican Lake some 45-60 minutes away.  We generally make trips to that are on Fridays.  There was not time in our schedule to service the machine the week of 7-4 as it was a holiday week and we were closed July 3-July 5.  He was offered repair, replacement of the entire machine or refund.  The machine is scheduled to be replaced today.

  Customer response

  07/16/2021

   I am rejecting this response because:
  
  I was more concerned that your company doesn't make reasonable accommodations for customers who are elderly or handicapped - both of which my mother is.  Today is the 16th of July.  The problem was reported on the 2nd.  Re-delivery 2 weeks after the issue was reported was the best that you could do - and that is 100% unacceptable.  Very disappointing.

  I had to pay someone to get my mother's laundry done for her during the 2 weeks that you guys could service your customer.  You delivered a defective product, didn't provide a quick resolution, and are taking no responsibility for it other that to say a new unit was delivered today - 2 weeks later.  That is not customer service, or is it the kind of business that I can recommend to others, and most certainly will do my best to push negative reviews about the experience as a result.

  However, thanks for getting the new machine to her.  I hope this one works.  I know she appreciates it.

   

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