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Updated by user Sep 14, 2019

9/13/19 Update:After contacting Costco and Innovel through welisten@***.com, Innovel agreed to send a different installer to fix the botched one. The 2nd installer just shook his head at what the previous person did.

He assessed the botched installation, took everything apart, and then put it back correctly. It took him less than 15 minutes to fix it and he the took the time to test it and explain a number of the less obvious features of the appliance. He called in advance and arrived on time.

He came with the replacement parts and tools to fix the problems and now the dishwasher is installed correctly and compliant with code.In the end, everything has worked out. It's just a shame that it took 1/2 a dozen calls, 3 trips to the property, and this level of arm-twisting from Costco and myself to get them to do so.

Original review posted by user Sep 06, 2019

Innovel Solutions are the subcontractor for Costco installations and they are giving them a very bad name. We own high-end rentals and purchased a top of the line LG dishwasher to replace a failing one in one of our rentals.

Innovel scheduled the delivery for 9-11am and we hadn't heard from the installers. The finally called on the morning of the delivery and said they'd be there between 10:45 and 11 and should need less than an hour.

Of course, the installers were early (10:30) and the delivery wasn't there yet. The installers called me to meet them at the unit and I told them that the dishwasher wasn't there yet according to the renter. They said they were sure they'd be there by 11 and they'd just wait.

Ok, so I headed up to meet them. When I arrive 20 minutes later, they had left. They decided not to wait and go do to another job instead.

The delivery driver shows up at 11am on the dot and now we wait. I have to be back to work by 12:30, so I wait as long as I can and have to leave.

The installers show up shortly after I leave and complete the install. I returned about 3pm and am shocked at what I see. At first look I know things aren't right. The washer is sitting about and inch below the counter top and pushed back in about an inch.

(see pictures) Upon inspection, they didn't install the top tabs and apparently just threw them away. They bent the side screw-down tabs out and cut them off so the dishwasher is not flush with the cabinet and there is a gap behind the front edge of the dishwasher. Since they cut them off, you will never be able to screw down the tabs to the side. The dishwasher wiggles around and tries to tip forward when you open the door.

Next I look under the cabinet and and they installed the drain to the garbage disposal.

This violates state code for installation in Colorado. You cannot legally install a dishwasher to drain into the garbage disposal unless you install and air gap device, which they did not. There's a good reason for this, any time you run water and food down the disposal gravity will allow the sludge to go into the dishwasher. It will fill it up and even flood your kitchen.

For this reason, the port on the side of the disposal was capped. They decided to remove the cap, throw it away, building violate code, and allow nasty dishwater and food scraps to flood the kitchen. The plumbing under the sink has a specific pipe for putting the dishwasher drain into, why they didn't is just pure laziness.

When I called Innovel Solutions to complain, they didn't seem to care less. I had to belabor the fact that the install violated code and I wouldn't stand for it.

They said they could have the installer come back out and I requested someone else come to fix this mess. When I called back to see about when we could get the appointment, they had scheduled the same installer again. I told them I wouldn't let them on the property since they obviously had no idea how to install a dishwasher and we needed someone competent. They said no, that only that installer would come back and if I didn't like it I could take it up with Costco.

I have taken it up with Costco and we are still working through the issue.

Since the installer cut off the installation tabs and threw away the top tabs, the dishwasher cannot be correctly installed.

They are sending a person out to evaluate it, but it looks like there is no way to fix it when the side-tabs are cut off as they are cut out of the frame and are not replaceable. Costco is likely going to have to send us a new $800 dishwasher because of the damage and that's going to take 3-4 weeks.

Reason of review: Poor customer service.

Monetary Loss: $800.

Preferred solution: Let the company propose a solution.

Innovel Solutions Pros: Delivery of appliance was on time.

Innovel Solutions Cons: Poor quality work, Refuse to send a qualified installer to repair, Poor customer service.

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InnovelSolutionsCares

Hello, We have received your twitter inquiry as well as your email, and have responded to let you know we are currently looking into this and will be reaching out to you with an update. Pissed consumer would not let us respond on 09/07. We have received your twitter inquiry as well as your email, and have responded to let you know we are currently looking into this and will be reaching out to you with an update.

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