Pacifica resident Carolinc Augustine made the news recently.
When she couldn’t get a new washer and dryer installed, the 7 On Your Side team, KGO-TV’s watchdog group fighting for consumer rights led by Michael Finney, stepped in and took care of the problem, featuring her story on ABC7 News on Aug. 27.
It all started when Augustine bought a new washer and dryer set from Airport Home Appliance in Redwood City, according to the report on ABC7 News. They couldn’t install the new ones because she didn’t have the right electrical plug. Once that was fixed with the help of an electrician, the dryer didn’t work right. So they took the dryer back, Augustine told ABC7 News. However, after multiple deliveries with technicians who forgot the right parts to install the new dryer, Augustine was still unable to do her laundry and was at her wit’s end.
"I was looking at my laundry pile up and was like oh my god this is not happening to me," she said in the ABC7 News report. She ended up washing her clothes by hand, she said.
That’s when 7 On Your Side stepped in and found out from the company that this was a rare case of miscommunication among managers.
"She had multiple deliveries and it should have really taken us two deliveries to complete," Airport appliance general manager Kate Van Eeghen said in the ABC7 News report.
After finally installing the washer and dryer properly, Airport Home Appliance ended up giving Augustine a free upgrade on her dryer worth $400 and waived delivery fees.
The Airport Home Appliance manager told 7 On Your Side that she has changed procedures because of their story to avoid future delays.
Read the full report on ABC7 News here.Contact 7 On Your Side With Your Consumer Troubles
7 On Your Side wants to help you. However, before writing to Michael Finney you should have:
1. Contacted the company and explained your complaint. If your complaint wasn't resolved,
2. You should have requested a chance to work out the problem with a supervisor.
3. Check the 7 On Your Side Frequently Asked Questions page before sending your email.
If you have completed all of these steps without success, then you are ready to e-mail Michael Finney by clicking here.