ComplaintsforSchaefer's TV & Appliance

• Initial Complaint

  05/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Fridge is 4 years old. Purchased fridge, microwave, washer and dryer, dishwasher, and stove from them. Ice maker wouldn’t make ice and fridge wouldn’t drop to temp and freezer wouldn’t freeze. We had them out 3 times to fix the problem. They would patch it up and it would work for a month or 2 and then stop again. I called Schaefer’s to address the issue, spoke with customer service and asked at what point do they take responsibility for not fixing the issue and stop charging us. I was informed that because we didn’t buy the extended warranty that they wouldn’t do anything. I then asked “so you can charge me 7 or 8 times to come out and fix the same issue and you won’t take responsibility for that.” I was told “well we try our best”. Then a manager told me if after this next visit it wasn’t fixed that I could talk to the service manager. I told them that it didn’t make any sense to do that since we were already 3 times into getting them to fix it.. what would a 4th time do. They just kept stating that it didn’t matter what all we purchased from them that due to not purchasing the extended warranty they couldn’t do anything. I told my husband to cancel them coming back out and we called ****** repair. They came out in 48hrs. Quickly assessed the issue and then told us that it was under warranty. My husband said that we didn’t get the extended warranty. He informed us that all major components on whirlpools were under warranty and we just needed to call them and they would send someone out to fix it. Next day they sent someone out and he said yea here’s the issue. Had my husband put on these glasses and shined a black light on it and stated that it’s refrigeration repair 101. That he would get it patched and order the part and be back in 2 weeks to finish it. OUR FRIDGE IS FINALLY WORKING!!!!! AND IT WAS UNDER WARRANTY!!! Schaefers was never going to tell us that. They just wanted to keep charging us! We’ve spent almost $1000 on repairs with Schaefers!

  

  Business response

  05/20/2024

  I apologize for your need for service on you refrigerator. From what I am seeing in the customer's history is that in April 2021 we did install a new icemaker in teh refrigerator due to the upper icemaker not producing any ice. That service call was NOT billed to the customer- it was billed and paid directly by Whirlpool under manufacturer's warranty for $199.64. 2 months later (June 2021) it was found to still not to be producing enough ice and now getting an E5 error. At that time we installed a new compressor and filter drier and regulator. This service call was also paid in full by the manufacturer under manufacturer's warranty for $447.81. Customer did not pay anything. A little over 2 years later in June of 2023 we were called out due to ice maker issues again and it was found to have a cracked fill tube causing a spillover. We replaced filltube/waterline. Since the refrigerator was purchased in July of 2020 (3 years old at this time)- the unit's all-inclusive 1 year parts and labor warranty was expired, so the customer did pay the service call in full, $314.19. We received a call a couple weeks ago on May 6, 2024 stating that the freezer is only getting to 17 degrees. We scheduled a service call  and the customer paid the initial service call fee- $128.70. However the next day they called us back and cancelled the service call and we fully refunded their $128.70 payment. So, the only thing the customer has ever been charged for by Schaefer's is the $314.19 service call in July of 2023. I am not clear as to how the customer feels they were charged nearly $1000 and are requesting refund. To address the statement about Andys Appliance service fixing it under warranty- the only thing I can assume, since we were not given the chance to go out and diagnose is that it was a sealed system issue and required sealed system work. The manufacturer DOES cover the sealed system for 5 full years and they would have covered it for us as well if our service call wasn't cancelled and we could have made that diagnosis. I apologize for the customer's experience and that it had to come to this. I understand that the need for appliance service can be extremely frustrating. Unfortunately, they are machines and machines do break down and require service/maintenance. We do strive to offer the best service we can provide to our customers. 

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ON OR ABOUT JANAURY 25, 2023, WE PURCHASED A NEW ******* WASHER FROM SCHAEFERS TV AND APPLIANCE. UPON, RECEIVING A GOOD CREDIT REPORT WE PAID FOR THE WASHER AND $****** FOR DELIVERY TO **** ****** ****** ON SATURDAY, JANUARY 28, 2023. THE COMPANY ******* ********** ****** ******* DELIVERED THE NEW ******* WASHER TO **** ****** ****** AT 11:30 AM SATURDAY JANUARY 28, 2023. AFTER REMOVING THE OLD STILL WORKING ******* WASHER AND INSTALLING THE NEW ******* WASHER, THE EMPLOYEES OF ******* ***** HOOKED UP THE HOT AND COLD WATER LINES TO THE NEW ******* WASHER. THE EMPLOYEES OF ******* ***** SAID TO ALLOW THE MACHINE TO RUN THREW A WASH CYCLE TO CLEAR OUT ANY MANUFACTURE RESIDUE OF OIL AND THE EMOPLYEES LEFT WITH ASSURING THE MACHINE WAS WORKING PROPERLY. FROM 11:30 SATURDAY, JANUARY 28, 2023 TO 8:00AM SUNDAY, JANAURY 29, 2023 THE WASHER WAS LEAKING WATER FLOODING THE CARPET, GARAGE CEILING, AND WATER FELL INTO A CONTAINOR WITH MUSICAL EQUIPMENT INSIDE ON THE GARAGE FLOOR JUST BELOW THE WATER LEAKING FROM THE GARAGE CEILING. UPON DISCOVERING THE WET CARPET AND WATER COMING THREW THE CEILING I CONTACTED RONNIE ****** OWNER OF SCHAEFER'S TV AND APPILANCE. HE CAME TO MY HOME ABOUT 8:30 AM. RONNIE KNOCKED ON THE FRONT DOOR AND PRESENTED HIMSELF WITH A BLUE HANDELED JAW PLIERS IN HIS HAND. I EXPLAINED TO RONNIE ****** THAT WATER WAS COMING FROM THE NEW WASHER. AFTER RONNIE ****** INVESTIGATED HE EXPLAINED THAT THE COLD WATER HOSE WAS NOT PROPERLY INSTALLED AND THAT IS WHERE THE WATER CAME FROM. THE DAMAGE TO THE CARPET, GARAGE CEILING, INNER WALLS, LOWER BED ROOM CEILING AND WATER DAMAGE TO A CONTAINER HOLDING MUSICAL EQUIPMENT. RONNIE ****** SAID THAT HE WOULD REPLACE THE WASHER TO CHECK IF THE NEW WASHER WAS AT FAULT. RONNIE ****** TOOK ****** PICTURES OF THE WET CARPET, WATER AROUND THE NEW******* WASHER, GARAGE CEILING, AND THE MUSICAL EQUIPMENT IN THE PLASTIC CONTAINER. *** DENIED THE CLAIM FOR MUSICAL EQUIPMENT LOSS OF $******** AS ESTIMATED BY *** ADJUSTER FISTON ***** ON RONNIE ****** INDICATED ON THE DAY OF THE WATER LEAK THAT A ISSUE WITH THE HOSE LEAK WAS THE CAUSE OF SO MUCH WATER IN THE CARPET AND GARAGE CEILING. RONNIE ****** ALSO MUST HAVE TIGHTENED THE INLET WATER HOSE TO THE WASHER AND THE WATER STOPPED ONCE HE USED THE BLUE HANDLED JAW PLIERS USED TO SUCH A PURPOSE. THEREFORE, THE FAULT IS FROM THE INSTALATION BY ******* ***** AND NOT THE NEW ******* MACHINE. THE *** ADJUSTER ALSO CONFIRMED THAT THE NEW WASHER ITSLELF WAS NOT A FAULT BUT THE IMPROPER HOOK UP OF THE COLD WATER HOSE AS RONNIE ****** HAD DETERMINED. THERE WAS NO OTHER POSSIBLE AS TO WHERE SO MUCH WATER HAD COME FROM EXCEPT BY A LOOSED WATER INLET HOSE. ALL OTHER PIPES AND DRAINS HAVE WORKED GOOD FOR THE LAST 15 YEARS AND THERE WAS NO RAIN ON SATURDAY, JANUARY 28, 2023 THAT COULD HAVE COME THREW THE ROOF. A NEW ROOF WAS INSTALLED BY ***** ****** ******* IN JUNE, 20 2019. COMPLAINT: ******* ***** MOVING MANAGER MELISSA *******, GENERAL MANAGER, *** ******** ******** ******** M: ********** O: **********, REFUSED TO PROVIDE ME JOE ****** WITH THE CONTACT NAME, ADDRESS, CITY AND STATE OF THE OWNER OF ******* ***** MOVING. I JOE ****** REQUEST THE CONTACT NAME, ADDRESS, CITY AND STATE OF THE OWNER OF ******* ***** MOVING TO FILE THE PROPER INSURANCE CLAIM FOR WITH THE ******* ***** INSURANCE CARRIER AS REQUIRED BY REGULATIONS FOR SUCH WATER DAMAGE.

  

  Business response

  05/16/2023

  This complaint contains false information and half truths. Below is a recap of what actually occurred. This is what was turned in to our insurance and they investigated the claim and denied.

  We have multiple emails and voicemails from Mr ****** all of which say differing things- anything from he didn't want to turn it into insurance because his landlord was fixing an existing leak to how very happy he was with the service and understands why the claim was denied and he would highly recommend our company. I have copies of every piece of correspondence including emails and voice mails. 

  I responded to Mr ****** IMMEDIATELY when I found out on a Sunday morning that there was a water leak. I went out that same morning to assess. At the time both him and I were under the assumption that the machine itself must have had a failure because the installation was perfect. When I left his home that morning I was ready to go to the manufacturer to see how they would handle with the customer. ******* wanted to know exactly what was wrong with the unit- so after we exchanged the unit for Mr ******, we brought the unit in for testing. Our service technicians tested the unit for 7 complete days- multiple loads and could find absolutely no issues with the unit. No leaks whatsoever. We ended up putting the unit back into our refurbished inventory and we resold the unit as a refurbished machine. The customer we resold it to has had no issues with the unit either and it has now been several months. 

  I was baffled by this, so I called Mr ****** to see ow his new unit was working. When I talked to him he said the new unit was great- no leaks. I told him that we couldn't find any issues with the other unit after extensive testing. This is when things started to get strange. He was silent. I had to ask if he was still there. Then when he finally responded I told him that based on the damage this would need to be turned in to insurance for them to investigate since the installation was done correctly. At first he did not want to turn in to insurance because he said that his landlord was already having an insurance claim that was being fixed in the spring when it warmed up because of a water leak in a similar place in the home. Where the water damage was in the ceiling there was ALOT of existing water damage from a previous leak. I have also attached this 

  I am also attaching a voicemail he left for us on April 13, 2023 saying how good the service and he would highly recommend Schaefer's. I have attached that voicemail, as well. 

  JOE ****** INCIDENT REPORT- WATER LEAK
  
              Schaefer’s/******* ***** delivered a new washer to Joe ****** at **** ****** ** ******* on Saturday January 28, 2023. Delivery team ran a test cycle and everything seemed like a normal delivery. All install pictures and notes are documented in ************* (our internal Delivery tracking software). I received an email on the morning of Sunday January 29, 2023 from customer Joe ****** concerning a water leak that caused damage to his residence as well as some electronics equipment that was in a tub in his garage (below where the washer is located). I responded to the customer immediately that morning and went out to his residence to inspect the damage that same morning. When I arrived the customer had towels down and was drying out the water that was saturating the carper in front of the installed washer. I confirmed that washer was installed correctly (this can also be seen from delivery team install pics that are included from *************) THIS WAS STATED FALSELY BY MR ******- no leaks from the inlets on the unit or at the water connections of the home. The drain was firmly in place on the back of the unit and still zip tied to the water faucets. Washer was perfectly level. Pictures can all be found attached to this response.
  
              At the time I assumed that the leak was coming from a faulty washer and was leaking internally. In the garage below there was some water damage (still saturated) on the ceiling along a drywall seam (pictured) however for the amount of water that was below the leak it seemed like there should have been a lot more damage to the ceiling. I did not want to get into it with the customer at this time so I just documented everything I could at the time- including pouring water out of the green plastic bin that was about ¼ to a ½ full of water and various electronics items. Ceiling in the garage had A LOT of damage to it that looked like it came from water but was not saturated like the one seam. I asked the customer if this all came from this incident and he said no and that it was from a major roof leak that they had previously and landlord was fixing in the spring when it warmed up.
  
  After I had left the home, customer sent an email AND left a voicemail (can be retrieved if needed) for me at my office that he was NOT going to report this to his landlord (see email chain below) because they had a major problem in the fall with a water leak and it was getting fixed in the spring.
  
              We exchanged the washer on Tuesday January 31, 2023. The old unit was brought to our service department and immediately hooked up and tested. Service team ran several cycles through the unit over the course of the next couple days. The machine showed NO ISSUES. It performed as a new unit would be expected, without any water leaks. After finding this out I called the customer to ask them how the new unit was operating. Customer told me it was operating great and they were happy. When I told him that we could not find any problem with the other machine the conversation went silent. No words were said for about 15-20 seconds until I said something to make sure he was still there. The next day the customer called my voicemail and said that he changed his mind after reading his lease agreement and decided he did want to notify his landlord about the incident. At this time, we decided it was best to notify our insurance company to get their process started.
  
  -Ronnie ******, Schaefer’s

   

  From: Ronnie ****** <**********************> 
  Sent: Sunday, January 29, 2023 10:34 AM
  To: Ron ****** <********************>; Joe ****** <********************>
  Subject: FW: Message From Schaefer's Website
  
  Here is the communication thread below…
  
  This is the install pics/notes from ******** *****:
  ******************************************************************
  
  Here are the pics from the damage that I took when I went out to the house:
  *************************************************************************
  
  After inspecting the claim, the washer (******* ***********) was found to be installed properly (2nd floor install)- see pics. Washer leaked internally. From what I could see the carpet/flooring was saturated near the unit- going out into the hallway. There was water in a bathroom directly below as well as A LOT of water in the garage directly below the washer. Ceiling damage and personal electronic items damage. From what I could see there was an amplifier, a **********, a tablet or 2, some walkie talkies and some miscellaneous cables and such. Pictures are attached in above dropbox link.
  
  Thanks.
  Ronnie
  
  
  
  From: Jose ****** <*******************>
  Date: Sunday, January 29, 2023 at 7:40 PM
  To: Ronnie ****** <**********************>
  Subject: Re: Message From Schaefer's Website
  I PUT THE BIG FAN ON THE CARPET IN FRONT OF THE WASHER.   I ALSO PUT ANOTHER FAN DRYING THE CEILING AREA IN THE GARAGE.   A LITTLE DAMP YET BUT WILL TAKE A FEW DAYS TO COMPLETELY DRY THE CARPETING.   I AM NOT GOING TO INFORM *********** PROPERTY MANAGEMENT ABOUT THE WATER LEAK.  REASON:   THEY ARE SCHEDULED TO REPLACE ALL THE CARPET THIS SPRING AND REPAIR THE GARAGE CEILING  AND THE WALL SHEET ROCK ALSO.   SO THERE IS NO NEED TO INFORM OF THE WATER LEAK.    THE FAN SHOULD DRY INTERNAL WALLS AS IT RUN FOR 3 DAYS OR SO.   
  
  THE ITEMS IN THE GREEN PLASTIC ARE AS FOLLOWS.   STREET CUBE AMP FROM ***** **** ********** RECEIPT SENT, (RECEIPT SENT)  VOICE CONTROL BOXES FROM ********** ***** RECEIPTS SENT, , 9 15 TO 25 FOOT AMP CORDS CAN SIMPLY DRY OUT.   2 TABLETS ***** **** SILVER 10.0 RECEIPT *******, AND ******* ** 10.0 TABLET BLACK ******* RECEIPT.   COMBOOK *** (******* ****** *******) RECEIPT WILL BE SENT MONDAY FROM *** OF THE COMBOOK VALUE.
  JOE ******.   THANK YOU, FOR SENDING A REPLACEMENT ON TUESDAY, WE WILL BE HERE.   
  
  _______________________________ 
  
  From: Jose ****** <*******************>
  Date: Sunday, January 29, 2023 at 9:57 AM
  To: Ronnie ****** <**********************>
  Subject: Re: Message From Schaefer's Website
  I ALSO WANT TO STATE THAT THE TWO DELIVERY PERSONS WERE CAREFUL AND DID THEIR JOB VERY WELL AND RESPECTED US AND THE PROPERTY.   WE WILL CONTINUE TO PURCHASE OUR APPLIANCE NEEDS FROM SCHAEFER'S.   WE HAVE BEEN BUYING FROM SCHAEFER'S FOR THE LAST 15 YEARS AND ARE HAPPY WITH OUR APPLIANCE PURCHASES FROM SCHAEFER'S AND THEY ARE STILL OPERATING AND DOING THEIR FREEZING, REFRIGERATION AND OTHER NEEDS.   THANK YOU FOR YOUR SERVICE.   JOE ******, WE HAVE BEEN AT **** ****** ****** FOR ** YEARS.
  
  On Sun, Jan 29, 2023 at 8:50 AM Ronnie ****** <**********************> wrote:
  Good morning Joe. 
  
  I am so sorry to hear this. I have tried calling a couple times already this morning but have just got your voicemail. I have reached out to the ******* ***** manager to have them start the process and get the issue/damage assessed. 
  
  First off, has all of the leaking stopped? What is needed for cleanup at this point? Could you tell where the leak was coming from? Could you tell if it was coming from the machine internally or if it was coming from the connections (hoses, drain hose, install issue)? I am having the ***** manager reach out to you as soon as someone from there is able.
  
  I apologize that you are having to deal with this on a Sunday. We will do our best to see to it that this is taken care of appropriately.
  
  Thank you.
  Ronnie ******
  Owner, Schaefer’s
  
  _____________________________________________
  
  From: ******************* <*******************>
  Date: Sunday, January 29, 2023 at 8:12 AM
  To: Ronnie ****** <**********************>
  Subject: Message From Schaefer's Website
  
  Sunday 29th, January 2023
  Inquiry from Website
  Name: JOE **** ******
  Email: *******************
  Zip Code: *****
  Message: THIS IS A MESSAGE FOR THE MANAGER OF SCHAEFERS OR SALESMAN, JERRY ******. THAT ON SATURDAY, JANUARY 28, 2023, TWO DELIVERY EMPLOYEES FROM SCHAEFER'S APPPLIANCE DELIVERED A NEW ******* WASHER. THEY H OOCKED UP THE MACHINE AND EVERYTHING SEEMED IN GOOD SHAPE. THE DELEVERY PERSON SAID TO ALLOW THE MACHINE TO RUN THREW ONE CYCLE TO CLEAR OUT ANY LEFT OVER MANAFACTURE OIL THAT MAY BE IN THE INNER TUB. THE MACHINE RAN THREW ITS CYCLE AND DRAINED NORMALLY. WE DID SOME WASH AND COMPLETED THE WASH LOADS AT 3 PM OR SO. AT 5AM I GOT UP AND FOUND WATER ON THE CARPET AND AROUND THE WASHER AREA. I SHUT OFF THE COLD AND HOT FAUCETS. I LOOKED AND WATER DAMAGE WAS LOCATE THE CARPET IN FRONT OF THE HALLWAY AND IN THE CEILING OF THE GARAGE WATER WAS COMING FROM CEILING AND INTO A STOARGE BUCKET WITH ELECTRONIC EQUIPMENT INSIDE THE OPEN STORAGE BUCKED. THE DAMAGE TO THE ALL THE ELECTRONICS EQUIPMENT OF WHICH WE HAVE RECEIPTS FOR ALL THE ELECTROINCS EQUIPMENT FROM TABLETS FROM *******, AMP FROM THE ****** ***** **********, EQUIPTMENT FROM ********** ****** STORE FOOT PEDDLES AND SOUND EQUIPMENT AND AMPLIFIERS CORDS VALUED A $******* CAUSED BY THE NEW WASHER WATER LEAK. WE REQUEST A REPLACEMENT NEW WASHER DUE TO POSSIBLE INTERNAL WATER LEAK DAMAGE TO THE ELECTRONIC PARTS INSIDE THE NEW WASHER. PLEASE HAVE SOMEONE, A MANAGER, SALEMAN JERRY ******, OR ANYOTHER SCHAEFERS EMPLOYEE WITH AUTHORITY FOR A WATER DAMAGE CLAIM DONE BY A NEWLY INSTALLED WASHER ON SATURDAY, JANUARY 28, 2023 TIME: 11:30AM. PLEASE FEEL FREE COME TO OUR ADDRESS TO VISUALLY ASSESS THE WATER DAMAGE TO OWNERS PROPERTY AND ELECTRONIC EQUIPTMENT ALLOWING JOE ****** TO FILE A PROPERTY WATER DAMAGE AND ELECTRONIC EQUIPTMENT CLAIM AGAINST SCHAEFER'S TV AND APPLIANCE (INSURER COMPANT) LOCATED AT **** * ******* ** *** ****** **************. OUR PHONE NUMBER IS ************. WE ARE HOME TODAY ALL DAY, SUNDAY JANUARY 29, 2023, IF SOMEONE WOULD COME OUT TODAY, OR MONDAY JANUARY 30. 2023 ALL DAY AT **** ****** ******* ******** ******** *****.
  Phone: **********
  

   

  Customer response

  05/16/2023

  SIMPLY EXPLAINED, THE MAIN OUTCOME WE ARE ALL LOKING FOR IS THE RESULT THAT RONNIE ****** ACCEPTED THE FACT THAT THE DELIVERY COMPANY ******* ********** ******, DID IN FACT CAUSE THE LEAK BY NOT PROPERLY TIGHTENING THE LEAD COLD AND HOT WATER HOSES TO THE NEW INSTALLED ******* WASHER.  THEREFORE, CAUSING  A COMPLETE FLOOD OF WATER AT **** ****** ******, SO FACT IS IF THE NEW ******* WASHER WAS NEVER PURCHASED, OF COURSE THE FLOOD OF WATER WOULD NEVER HAVE HAPPENED.  BUT THE PURCHASE DID TAKE PLACE OF WHICH CAN'T BE DENIED, SO, BEGINNING FROM 11:30 AM SATURDAY MORNING, DAY OF THE DELIVERY UNTIL 8:45 AM SUNDAY, AND UPON ARRIVAL OF RONNIE ****** TO SAFELY WITH A BLUE HANDLED JAW PLIERS DID IN FACT TIGHTEN THE ABOVE REAR HOSES AT THE REAR OF THE MEW ******* WASHER STOPPNG THE FLOOD OF WATER LEAK.   THE ABOVE STATEMENT IS TRUE AND RONNIE ****** IS MY TRUE WITTNESS TO THE WATER LEAK AND THE DAMAGE THE LEAKING WATER CAUSED.   THANK YOU SO MUCH RONNIE ******, OWNER OF SCHAFERS TV AND APPLIANCE FOR YOUR COMPLETE TRUSTING SUPPORT SCHAFERS TV AND APPLIANCE.   JOE ******, **** ****** ******, ******** ******** *****.

  

  Business response

  05/17/2023

  Again, this is absolutely NOT TRUE. The only thing that is true is that my channel locks were blue. I never had to tighten any connections. The only thing I did with my channel locks was check the connections on teh back of the unit and at the water inlets to ensure that they were tight as I explained in my incident report. I absolutely did not tell Mr ****** that this was an installation issue. Again, both him and I were under the assumption at the time I left his home that it was a ******* issue. I can provide communication that we had with ******* starting the very next day.

  If this were actually true that the water connections were not tight, there is no way possible the amount of water that was on the floor, and ceiling below, as well as filled into the green plastic tub could come from a slow leak at a connection.

  Mr ****** told me when I was out at his home that they did a load of laundry immediately after the delivery team left his home and had no issues. He said he did another load of laundry before he went to bed and woke up early in the morning to go to the bathroom and noticed the water. The only thing our service manager can think of that could have caused this was- the night of January 29th, 2023 was the coldest of all January- the temperature got down to 2 degrees. His drain pipe could have had water in it that had frozen which then caused the drain pipe to back up when the washer went into it's drain. That is the only way that amount of water could have come in such a short amount of time. The drain hose from the washer was secured with a zip tie as the delivery teams are instructed to prevent the hose from popping out of the drain hole and was still secured when I arrived. I am not sure if this is a problem that has happened before, but there was water damage all over the garage ceiling (pre-existing). This is the only thing that we can come up with that could have caused this. There was noting found to be wrong with the unit itself and there was nothing wrong with the way it was installed, despite what Mr ****** says that I said. I feel we did everything we could to help Mr ****** with the issue-, but when his story started changing we decided it was best to let insurance handle this.

  Customer response

  05/17/2023

  AS PREVIOUS RESPONSE, A NEW ******* WASHER WAS DELIVERED ON A SATURDAY AT 11:30 AM, AND INSTALLED BY TWO EMPLOYEES OF A DELIVERY COMPANY, THEY LEFT AFTER INSTALLING THE NEW WASHER AND REMOVING THE 7 OLD ******* WASHER.    AFTER THE DELIVER EMPLOYEES DEPARTED AND BETWEEN 11:30 AM THAT SATURDAY MORNING AND 8:30 THE FOLLOWING SUNDAY MORNING A FLOOD OF WATER WAS DISCOVERED BY JOE ******.   JOE ******, WITH A CELL PHONE, CALLED SCHAEFERS TV AND APPLIANCE AT ABOUT 8:00 AM.  A ****** ***** **** MEMBER OF THE SCHAFERS TV AND APPLIANCE TEAM RESPONDED TO A CALL OF A FLOOD OF WATER RELATED TO THE INSTLATION OF A NEW ******* WASHER.   FOR THE PAST ** YEARS, THERE HAS NEVER BEEN A LEAKING OF WATER BEFORE THAT NEW WASHER INSTALATION EITHER FROM A ROOF, WATER PIPING OR CLOGGED DRAIN.  THEREFORE, ABOUT 8:30, UPON ARRIVAL AT OUR FRONT ENTRY DOOR A ***** MALE HOLDING A BLUE HANDLED PAIR OF JAW PLIERS NORAMALY USED TO TIGHTENED GARDEN HOSES TO A OUTDOOR FAUCET PRESENTED HIMSELF WITHOUT A NAME.  THE ***** MALE WITHOUT A NAME, ENTERED OUR HOME AND AFTER I SHOWED HIM (***** MALE) THE FLOOD OF WATER HE QUICKELY TIGHTEND SOMETHING BEHIND THE NEW ******* WASHER  WITH THE BLUE HANDLED JAW PLIERS NORMALLY USED TO TIGHTEN OUTDOOR HOSES TO OUTDOOR FAUCETS, AND THE FLOOD OF WATER SUDDENLY STOPPED FLOWING.   HE (THE ***** MALE WITH THE BLUE HANDLED JAW PLIERS) IS MY TRUE WITTNESS OF THE WATER FLOOD DAMAGE CAUSED BY WHAT HE (THE ***** MALE WITH THE BLUE HANDLED JAW PLIERS) SAID THE ORIGION OF THE WATER CAME FROM LOOSE HOT AND COLD WATER CONNECTIONS AT THE ENTRY POINT OF THE NEW WASHER.   NOW AND THEN, THE ***** MALE WAS/IS  A FAVORABLE WITTNESS OF THE FLOOD WATER ON THE CARPET AREA IN FRONT OF THE NEW ******* WASHER, THE FLOOD OF WATER COMING THREW THE CEILING OF THE GARAGE AND THE FLOOD WATER FILLED GREEN CONTAINER HOLDING THE FLOOD WATER DAMAGED MUSICAL EQUIPMENT THAT *** INSURANCE DENIED.    HE RONNIE ****** (THE ***** MALE WITH NO NAME WHO ENTERED OUR HOME) IS A VERY FAVORABLE TRUE  UNDENIABLE WITTNESS.   HE, RONNIE ****** (***** MALE) ALSO ASSISTED ME, JOE ****** IN LIFTING, CARRYING AND DUMPING THE WATER OUT OF THE GREEN CONTAINER BECAUSE IT WAS TO HEAVY FOR ONE PERSON TO LIFT.  THE ABOVE STATEMENT OF THE CAUSE OF THE FLOOD OF WATER FROM AN IMPROPERLY COLD AND HOT WATER INLETS INSTALLED RELATED TO A NEW ******* WASHER IS TRUE AND THE (***** MALE) RONNIE ******, REMAINS MY UNDELIABLE WITTNESS OF THE CAUSE OF THE FLOOD OF WATER DAMAGE AND TO THIS DATE WEDNESDAY, MAY 17, 2023, THE CAUSE (IMPROPERLY INSTALLED AND/OR LOOSE INLET COLD AND HOT WATER HOSES REMAIN CONSISTANT WITH THE FLOOD OF WATER, REMAIN UNCHANGED.

  Customer response

  05/18/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  AS PREVIOUS RESPONSE, A NEW ******* WASHER WAS DELIVERED ON A SATURDAY AT 11:30 AM, AND INSTALLED BY TWO EMPLOYEES OF A DELIVERY COMPANY, THEY LEFT AFTER INSTALLING THE NEW WASHER AND REMOVING THE 7 OLD ******* WASHER.    AFTER THE DELIVER EMPLOYEES DEPARTED AND BETWEEN 11:30 AM THAT SATURDAY MORNING AND 8:30 THE FOLLOWING SUNDAY MORNING A FLOOD OF WATER WAS DISCOVERED BY JOE ******.   JOE ******, WITH A CELL PHONE, CALLED SCHAEFERS TV AND APPLIANCE AT ABOUT 8:00 AM.  A ****** ***** **** MEMBER OF THE SCHAFERS TV AND APPLIANCE TEAM RESPONDED TO A CALL OF A FLOOD OF WATER RELATED TO THE INSTLATION OF A NEW ******* WASHER.   FOR THE PAST ** YEARS, THERE HAS NEVER BEEN A LEAKING OF WATER BEFORE THAT NEW WASHER INSTALATION EITHER FROM A ROOF, WATER PIPING OR CLOGGED DRAIN.  THEREFORE, ABOUT 8:30, UPON ARRIVAL AT OUR FRONT ENTRY DOOR A ***** MALE HOLDING A BLUE HANDLED PAIR OF JAW PLIERS NORAMALY USED TO TIGHTENED GARDEN HOSES TO A OUTDOOR FAUCET PRESENTED HIMSELF WITHOUT A NAME.  THE ***** MALE WITHOUT A NAME, ENTERED OUR HOME AND AFTER I SHOWED HIM (***** MALE) THE FLOOD OF WATER HE QUICKELY TIGHTEND SOMETHING BEHIND THE NEW ******* WASHER  WITH THE BLUE HANDLED JAW PLIERS NORMALLY USED TO TIGHTEN OUTDOOR HOSES TO OUTDOOR FAUCETS, AND THE FLOOD OF WATER SUDDENLY STOPPED FLOWING.   HE (THE ***** MALE WITH THE BLUE HANDLED JAW PLIERS) IS MY TRUE WITTNESS OF THE WATER FLOOD DAMAGE CAUSED BY WHAT HE (THE ***** MALE WITH THE BLUE HANDLED JAW PLIERS) SAID THE ORIGION OF THE WATER CAME FROM LOOSE HOT AND COLD WATER CONNECTIONS AT THE ENTRY POINT OF THE NEW WASHER.   NOW AND THEN, THE ***** MALE WAS/IS  A FAVORABLE WITTNESS OF THE FLOOD WATER ON THE CARPET AREA IN FRONT OF THE NEW ******* WASHER, THE FLOOD OF WATER COMING THREW THE CEILING OF THE GARAGE AND THE FLOOD WATER FILLED GREEN CONTAINER HOLDING THE FLOOD WATER DAMAGED MUSICAL EQUIPMENT THAT *** INSURANCE DENIED.    HE RONNIE ****** (THE ***** MALE WITH NO NAME WHO ENTERED OUR HOME) IS A VERY FAVORABLE TRUE  UNDENIABLE WITTNESS.   HE, RONNIE ****** (***** MALE) ALSO ASSISTED ME, JOE ****** IN LIFTING, CARRYING AND DUMPING THE WATER OUT OF THE GREEN CONTAINER BECAUSE IT WAS TO HEAVY FOR ONE PERSON TO LIFT.  THE ABOVE STATEMENT OF THE CAUSE OF THE FLOOD OF WATER FROM AN IMPROPERLY COLD AND HOT WATER INLETS INSTALLED RELATED TO A NEW ******* WASHER IS TRUE AND THE (***** MALE) RONNIE ******, REMAINS MY UNDELIABLE WITTNESS OF THE CAUSE OF THE FLOOD OF WATER DAMAGE AND TO THIS DATE WEDNESDAY, MAY 17, 2023, THE CAUSE (IMPROPERLY INSTALLED AND/OR LOOSE INLET COLD AND HOT WATER HOSES REMAIN CONSISTANT WITH THE FLOOD OF WATER, REMAIN UNCHANGED.
  
  Sincerely,
  
  Joe ******

  

  Business response

  05/18/2023

  We are truly sorry that this incident occurred. However, we are solid in affirming that this was not an installation issue, nor an issue with the machine itself as several experts have attested. As we have done previously, we encourage you to file a claim with your homeowners insurance.

  Customer response

  05/18/2023

  IT WAS AN INSTALLATION OF THE DELIVERY COMPANY THAT CAUSED THE WATER LEAK BY NOT PROPERLY TIGHTING THE COLD AND HOT WATER LINES TO THE NEW WASHER.   THIS HAS BEEN PROVEN, THIS ONLY OCCURANCE FLOOD LEAK CAUSE LISTED ABOVE CANNOT BE CHANGED.   JOE ******

  

  Business response

  05/19/2023

  It was NOT an issue with installation and THAT is the proven fact. Joe ****** continues to say that I, Ronnie ******, had to tighten the connections when I arrived at his home. I did NOT have to tighten anything. The installation was perfect as I have stated in every account of the incident. Again, even if this incident would have occurred because the hoses weren't tight enough, there is 100% no way that the amount of water that was present could have come from a slow leak in the connections.

  Joe ****** even acknowledged the fact that the delivery team did a good job in an email sent to me approximately 1 hour after leaving his home to assess the issue (see below), I also have a copy of a voicemail that I am attaching to this incident that Joe ****** left (April 13, 2023) for ******* ***** (our delivery contractor) that states this as well. Something just does not add up here. Again, we are sorry for this experience, however something happened in your home that was completely out of our control OR yours. This is why again we recommend filing a homeowners insurance claim.

  We will no longer be responding to this thread as we are simply repeating ourselves.

  From: Jose ****** <*******************>
  Date: Sunday, January 29, 2023 at 9:57 AM
  To: Ronnie ******
  Subject: Re: Message From Schaefer's Website
  I ALSO WANT TO STATE THAT THE TWO DELIVERY PERSONS WERE CAREFUL AND DID THEIR JOB VERY WELL AND RESPECTED US AND THE PROPERTY.   WE WILL CONTINUE TO PURCHASE OUR APPLIANCE NEEDS FROM SCHAEFER'S.   WE HAVE BEEN BUYING FROM SCHAEFER'S FOR THE LAST 15 YEARS AND ARE HAPPY WITH OUR APPLIANCE PURCHASES FROM SCHAEFER'S AND THEY ARE STILL OPERATING AND DOING THEIR FREEZING, REFRIGERATION AND OTHER NEEDS.   THANK YOU FOR YOUR SERVICE.   JOE ******, WE HAVE BEEN AT **** ****** ****** FOR ** YEARS.

  Customer response

  05/20/2023

  THE RESPONSE ANSWERED THE QUESTION HE DID EXPLAIN THE TRUTH THAT HE DID HAVE A TYPE OF PLIERS AND TIGHTENED THE LOOSE HOSE CONNECTIONS OF THE LEAKNIG IWASHER NLET COLD AND WASHER INLET HOT TO STOP THE FLOOD OF WATER FROM THE REAR OF THE 1ST NEW WASHER WASHER.   WHY WOULD A PERSON BRING A PLIERS INTO SOMEONES RESIDENCE EXCEPT TO STOP A LEAK THAT HE ALREADY SUSPECTED WAS HAPPENING AND HE ALREADY NEW THE CAUSE OF A REPORTED LEAK OF FLOOD WATER THAT WAS HAPPENING BEFORE HE EVEN LEFT HIS BUSINESS,  IN THIS PITICULAR CASE SIMPLY, THE HE PLIERS HE OWNS, WAS USED TO STOP A WATER FLOOD.  HE EVEN ADMITTED HE TIGHTENED THE HOSES WITH THE PLIERS HE BROUGHT IN MY RESIDENCE AT **** ****** ******.   

  Customer response

  05/21/2023

  LAST OF ALL, IT WAS IMPROPER FOR THE OWNER OF SCHAEFERS RONNIE ******, TO COME TO OUR HOME IN THE FIRST PLACE FOR THIS REASON::   AS A ******* BUSINEESS THAT USED ANOTHER CONTRACTING BUSINESS TO PERFORM A TASK, IT IS NOT THE RESPONSIBILITY OF THE FIRST ******* BUSINESS TO CORRECT THE FALIERS OF ANOTHER ******* BUSINESS.   NOTE:: WHAT SHOULD HAVE HAPPENED, THE OWNER OF SCHAEFFERS RONNIE ****** SHOULD HAVE EITHER CALLED THE INSTALLER OR GIVE ME JOE ****** THE NUMBER TO CALL THE CONTRACTING  INSTALLER AND THAT ******* COMPANY ON CALL, SHOULD HAVE BEEN THERE ON THAT SUNDAY MORNING AT 8:30 AM, JANUARY 29, 2023 ,TO CORRECT THE LEAKS THEY CREATED BY NOT PROPERLY PERFORMING THE INSTALLATION TASK REQUIRED IN THIS CASE.   IF THAT CONTACTING THE CONTRACTOR PROCEDURE WOULD HAVE BEEN APPLIED IN THIS CASE, I JOE ******, WOULD NOT HAVE TO BE WRITTING THIS TO THE BBB.

*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. ↩