Complaints

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• Initial Complaint

  Date:02/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As the result of a fire, Prism Specialties, a subsidiary of RCJK, LLC, picked up our refrigerator, oven, microwave, dishwasher, washer, and dryer in Sept 2022. When they were returned Oct 2023, 5 of the 6 appliances had damage. I reported this to our GC on Oct 11, who contacted Prism.

  On Oct 17, I told our GC no one contacted us from Prism, so he reached out and ***** **** with Prism finally called. I sent her photos of the damages on that date but did not hear back until Nov 2. At that time, Prism offered $200 for the dryer damage, a new microwave, and would purchase replacement parts for everything else.

  Nov 9, ***** texted with questions that were accusatory.

  Nov 20 I emailed asking about replacement parts and the microwave with a timeline.

  Nov 22, 2 men came to install the microwave but did not have proper tools or the bracket. I immediately reached out to the GM, **** ****** who said she would get with the crew and get back to me. A week went by with no report.

  Finally on Dec 1 she emailed and said her husband would install the microwave on Dec 3. The replacement parts were in by Dec 27 and the crew came, missing a refrigerator door panel. A crew member called *****.

  Jan 8, ***** left me a voice mail stating Prism would REPLACE the refrigerator. I sent a link of the model with a price and added sales tax, bringing the total to $4722.12. No response. Wrote again Jan 12. No response.

  Wrote again Jan 18. ****, the GM, replied “we will…send you a check for the $4722.12”. I responded on Jan 18 saying they could pick up the damaged refrigerator once we have the new one. 34 days later, we have not received a check, received a phone call, text or email to follow up. Prism Specialties owes us $4722.12 as a result of damages.

  Business Response

  Date: 02/28/2024

  First and foremost, I am in total agreeance with the insured regarding the damages caused by employees of Prism Specialties. (All of which have been left go due to the damage issues) ***** **** is my Operations Manager and is in charge of handling any and all complaints and or actual damages regarding any one of our specialty contents divisions. I am typically involved near the end when the communication between her and the insured has provided some kind of a possible resolve. After hearing that the two employees who went out to install the new microwave did not do anything with it (stating all parts/brackets were not there and also they were not allowed to drill into any cabinetry) I stepped in and told the insured that I would have my husband who had worked with me for years at Prism and was very knowledgeable, would be sent out to do the installation. He drives semi over the road so I had to coordinate with his home time to get that done. Fortunately, he was able to get out to do that within a few days. In January, after ***** had spent a great deal of time trying to find replacement parts for the refrigerator, I told her we had inconvenienced the insured's long enough and that we would simply replace the refrigerator. To my recollection, once again ***** was handling this and when the insured sent me an email, I told her I would cut a check for the cost. Typically, in situations such as a request/approval to cut a check would typically be a reimbursement check. Based on the email conversation, I had stated that we would need to pickup the damaged refrigerator and the insured stated that once they had their new one, we could come get the damaged. This led me to understand that the insured was purchasing the new refrigerator and i would be sending a check for the reimbursement and there would actually be a receipt presented (emailed to me) to attach to my copy of the check for financial/audit requirements. 

  I sincerely apologize that the damages occurred in the first place and for the time it has taken (lack of immediate communication on the part of my Ops Mgr as well as what appears to be miscommunication on my part with the insured  regarding the processing of the check).

  If there is a receipt, I would ask that e emailed to me for verification, please understand this is by no means me questioning or discounting what the insured is stating the replacement refrigerator cost. Simply following my company protocols with regards to item replacement checks.

   

  Sincerely,

  **** ** **************

  General Manager

  Customer Answer

  Date: 02/28/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: 

  I was explicitly told a check would be cut to us.  There were no conditions tied to that statement.  Due to the lack of TRUST we have with this company, I am absolutely not going to purchase a $4700 refrigerator and wait for months to be reimbursed.  (Case in point, it took nearly two months to get the $200 check for the dryer damage.)
  

  The company can cut a check to us, as indicated via the email I have provided as an upload.  If Ms. ****** has some other agreement in writing, she can produce that, otherwise they can mail a check for our extremely expensive and damaged appliance. 

  Regards,
  
  ***** ******

  Business Response

  Date: 03/01/2024

  It would appear that my previous response was mis-interrupted. I only stated the normal process when replacing an item with a check. In addition, I may have also misunderstood the insured when I stated that we would need to pick up the damaged refrigerator and the statement was made that we could pick it up once they had the new refrigerator in place.

  Please understand that at no point in time, now or prior to the BBB complaint, did I not plan on cutting a check to the insured for the replacement of the refrigerator. Again, I honestly believe there was a misunderstanding of both parties.

  Therefore, I will enter the check today for the replacement stated/provided amount and will have it on Monday to mail out. The owners live in the ****** area and are the signers of all checks. 

   

  ****

  Business Response

  Date: 03/07/2024

  Again, I believe there was a misunderstanding about the check. I did not expect you to exchange the old fridge for the check. I have the check in que to print tomorrow and will have it in the mail. Once you get the new refrigerator, you can call and schedule a date and time for us to pickup the damaged one.

  Customer Answer

  Date: 03/08/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: 
    Once the check is received and cleared by my bank, I will consider this closed.  
  
  Regards,
  
  ***** ******