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Dishwasher Leak - Ruined floors, Some Cabinets - Insurance Question

edgeh2o 713 87 July 17, 2013 at 06:24 PM in Finance (2)
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Purchased a dishwasher from 'a major chain' that included installation. The installation company is a 3rd party company used by 'the major chain'. They incorrectly installed the dishwasher and a leak formed over the next few weeks. The leak was not noticed until walking on the kitchen linoleum produced a swishing sound, and water began to rise through tiny crevices.

During the next few weeks, it was made apparent by an absence of communication that 'the major chain' doesn't care about righting their wrong. They pretty much said you guys will deal with the insurance company, and the company 'the major chain' hired to install it.

The floor is completely damaged, that will be paid for. Part of the cabinets are damaged from water and mold, and in effect, the counter tops will be damaged when they have to pull out the cabinets around where the dishwasher was. The latest news of this saga is that 'the major chain's' insurance company will only pay to have either the damaged cabinets near the ground fixed or replaced. These cabinets are 50 years old and real wood. Whether they are replaced or repaired, they will no longer match the rest of the cabinets in the kitchen (on the wall and opposite where the dishwasher was).

Likewise, it sounds like when they give us an estimate for the new counters, they may say they were worth $1000, but since they are 50 years old, we are only going to give you $200. And there is an adjacent bathroom from the kitchen with the same cabinets and counters as the kitchen, that will now no longer match. So before 'the major chain' installed the dishwasher, we had a nice matching kitchen, and now the condition of the kitchen might be worse, since the money from the counters won't be able to buy as nice a counters, and since the cabinets may not be matching.

Does this sound right? Not from a moral point of view, but from how these things are actually handled.

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#2
Quote from edgeh2o View Post :
Does this sound right? Not from a moral point of view, but from how these things are actually handled.
Is there something they could do to make you happy and feel like they did the right thing?
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#3
Quote from edgeh2o View Post :
Likewise, it sounds like when they give us an estimate for the new counters, they may say they were worth $1000, but since they are 50 years old, we are only going to give you $200.
I believe this is pretty standard with this sort of thing. I know it sucks, but OTOH, it isn't really fair to expect them to replace them with brand new countertops, as that isn't what you had. You might be able to argue the value is worth more than 20%, that would depend on the condition of the countertops and how long one might expect such counters to last.

About the cabinets -- would it be possible to have some custom made to match the old?
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#4
Quote from Brian1 View Post :
Is there something they could do to make you happy and feel like they did the right thing?
Yes, ensure the value of the kitchen will be equal to what it was before the dishwasher was installed, monetary wise and looks wise.

Quote from TheWoman View Post :
I believe this is pretty standard with this sort of thing. I know it sucks, but OTOH, it isn't really fair to expect them to replace them with brand new countertops, as that isn't what you had. You might be able to argue the value is worth more than 20%, that would depend on the condition of the countertops and how long one might expect such counters to last.

About the cabinets -- would it be possible to have some custom made to match the old?
Thanks for the insight. We're looking into the custom thing, still waiting to hear back from a few people. Also, it has been up to me to make all the calls and figure things out. IMO, we shouldn't have to be the one to play coordinator. The major chain, or their installers, or their insurance people, should be the one to coordinate all the appointments and such.
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Quote from edgeh2o View Post :
Also, it has been up to me to make all the calls and figure things out. IMO, we shouldn't have to be the one to play coordinator. The major chain, or their installers, or their insurance people, should be the one to coordinate all the appointments and such.
I agree wholeheartedly - it should be the retailer who handles everything for you. You didn't buy the dishwasher from the installer, you bought it from the retailer.

Who exactly have you talked to at the retailer so far?
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#6
Quote from Brian1 View Post :
I agree wholeheartedly - it should be the retailer who handles everything for you. You didn't buy the dishwasher from the installer, you bought it from the retailer.

Who exactly have you talked to at the retailer so far?
The manager, who hasn't been very helpful. Doesn't return my calls, keeps saying the insurance company will handle everything, and isn't trying very hard to retain me as a customer. I called and asked for the district manager's number, and was told 'he doesn't exactly have a direct line'. I'm done, I'm going to call corporate or the CEO, who's info is available online. I've been documenting everything and learning a lot, will update again when something happens.
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#7
Well to be fair, he probably doesn't WANT to keep you as a customer - you're costing him money, not making him money.

Let's take a realistic look at this - he's a manager at a big box retail store. He doesn't care about you or your dishwasher, and he doesn't have the time, the authority or the knowledge to help you. Write him off. You SHOULD be dealing with the insurance company since they're the only ones why can make things happen. And no, they should not be coordinating schedules for contractors because they will F it up & they will want to use 'their people' for any repairs.

Have you talked to your homeowners insurance company? If not give them a call, make a claim and explain the situation. They should be negotiating with the other insurance company, because now it's in their best interest to get as much as possible out of the other company. Every dollar the other company pays you is a dollar that your insurance company doesn't have to pay.

Good luck - that's a crappy situation to be in.
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#8
Ask for a public adjuster. Possibly contact a lawyer.
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E finita la cuccagna

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#9
After the local manager gave you the finger I would have immediately written (ala snailmail) corporate, copied the local store and the BBB. You'd be surprised at how a physical letter can scare up action even in this day of electronic communication. Be sure to point out the rudeness of the people involved (where applicable) and stress the impression this incident has given to you of the store in general, and how you'll be vocal about your disappointment. Perhaps throw in a reference to some local TV station that does consumer aid reports (even if you have no intention to do this).
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Quote from edgeh2o View Post :
The manager, who hasn't been very helpful. Doesn't return my calls, keeps saying the insurance company will handle everything, and isn't trying very hard to retain me as a customer. I called and asked for the district manager's number, and was told 'he doesn't exactly have a direct line'. I'm done, I'm going to call corporate or the CEO, who's info is available online. I've been documenting everything and learning a lot, will update again when something happens.
If you haven't talked to the general manager of that store, go back to the store and talk to them in person. If that fails, then move up the chain. But, instead of calling the CEO, come down a level or two and call one of the vice-presidents. Look up their name and number (direct toll number, not a toll-free number) in the investor's relations area of their website. Call that number and ask for that person by name. Tell them your situation and what you think is a reasonable solution.

These two routes will be your best shot at getting your situation resolved.
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They are obligated to fix the flooring which you said is being done. Next, they are obligated to fix the cabinets that were damaged due to water/mold. In addition, if any damage is done to countertops due to them changing out the damaged cabinets then they are liable for that too. As far as not having a matching kitched you're kinda screwed. You can argue the value of your home decreased due to having different cabinets/colors/floors don't match etc. It seems like that's a fine line and you might be better off contacting a lawyer and also get somebody to come out appraise the damages, before and after.


finally, don't give up on that manager. Call him and bug him. Make him deal with you. If he doesn't answer go to see him in person. Make It known you aren't going away and this problem is not going away until he does something (or the chain does) If still nothing ask him directly in person for the corporate number. Call corporate. They should accommodate you. This sounds like best buy.
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Last edited by Fightforit July 18, 2013 at 11:08 AM
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#12
And why as a home owner dont you have a water detector alarm below your dishwasher? One could say that it is your fault for not having one...and had you, the problem would have been caught immediately before any damage occurred.
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#13
they will only fix the damage,not match stuff,50 year old should just dry out as they are made from proper wood,most good carpenters could fix it leaving most in place,did an aduster come out

http://fanofreds.blogspot.com/201...sears.html
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#14
tl;dr
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Quote from roundNbrown View Post :
tl;dr
Seriously? Roll Eyes (Sarcastic)
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