A Accurate Appliance Repair

Review: 1. I was told that there was a crack in my water extraction pump on my dishwasher and that was why the water was not pumping out. I was charged for the time of that diagnosis. I later found out from a [redacted] service rep that there was a small piece of plastic that was covering the drain, and that was the only problem.2. I was told that a temperature control part was blown in my dryer. I would have to pay $120 for the part. I later found out from an authorized [redacted] service representative that the part was only $15-20 to replace. He also said that it didn't look like a new part. When I asked [redacted], service rep from A-Accurate, if he could please give me a copy of the invoice for the part, he refused. He said that in 30 years he had never given out wholesale prices for parts. Also, when I asked to have a receipt for the part or the exact name of the part, he also refused in a very unpleasant way.3. [redacted] was supposed to clean the lint dust out of the dryer. They did a very poor job, according to the [redacted] service rep. There was still dust all over the machine after he "finished" the job and had been paid. [redacted] did not check to see if the dryer was working before leaving. 4. The second time [redacted] came to put in the "necessary part" on the dryer, I left him in my home with my parents because I needed to drive my children to school. When he was finished he wanted to be paid immediately. My father (81 years old) was verbally threatened by [redacted]. He said that if he wasn't paid straight away he would be charged $25 extra for every half hour he had to wait until I returned.5. AAccurate proceeded to double-charge me for the $120 part. He charged me on the first and second visit. He said it was a mistake, however, it was very suspicious.6. A-Accurate states on their website that there is no call-out charge. However, on both visits I was charged $85 for the house call in addition to the labor time charge of $75/hour.7. [redacted] was extremely unfriendly when I questioned these chargesDesired Settlement: 1. I would like to be refunded for my payment of $297.78 to A-Accurate on 8/17/14.2. Since I had to pay both a [redacted] representative and a [redacted] representative to come out and fix the problems that A-Accurate was not able to solve, I would also like to be compensated for their call-out charges. I paid the [redacted] rep, [redacted] Appliance Service, $180.75 on 8/19/14. I also had to pay [redacted] rep, [redacted], $100, on 9/4/14 to fix the dryer that was never fixed by A-Accurate.

Review: I contacted A Appliance Repair on Fri 8/21/15 to repair a dishwasher rack for my [redacted] Dishwasher. [redacted] had provided the parts to the repair/rack installation. I had 2 tech people from A Appliance come to my house. They suggested taking the rack to their offices to install the parts provided by [redacted] and promised to have it delivered on Saturday. After repeated phone calls to their number, I finally got in touch with one of the technicians who claimed that [redacted] had delivered the wrong part. I called [redacted] back who confirmed that the part was indeed correct and it needed a certified and knowledgeable Appliance company to do the installation. I subsequently texted the company secretary Marsha to return the my rack and the original parts provided by [redacted]. Despite repeated phone calls, I am not getting any response from the company. They are basically dodging my calls. I am currently stuck without the parts and a non functional dishwasher.Desired Settlement: I simply want them to return my rack and parts

Business

Response:

This customer begged us for service on his dishwasher rack on Friday, the 21st. I explained that our calendar was full, but since technicians were in the area, I would have them stop by on their way to their next service call. He had called [redacted] to send a part, and they did so. The technicians examined the parts [redacted] sent. His dishwasher had a hook and hanger rack assembly. The parts [redacted] sent were for a wheel and bearing assembly. Our technicians wanted to call [redacted]’s tech line which only opens Monday morning, and not Saturday. Therefore it is impossible for our technician to say Saturday because they could not have spoken with the [redacted] tech line by then. (Misstatement #1.) This customer called at least four times over the weekend, and I answered his call every time. At no time did I “dodge” his calls, despite his desire to control my scheduling when there was no possibility that techs could return at his requested time. When not in the office, calls are forwarded to a cell phone so that we pick up as many calls as possible. On Monday he called again and reached one of the technicians who was driving on the highway and explained he was in traffic and could not talk, and we would get back to him. (Misstatement #2.) I spoke with the customer twice that day, and one of the technicians returned his rack and attempted to explain the problem with the part sent by [redacted], but the customer was disinterested and preferred to lodge a complaint. He signed for the return, and he was never charged nor offered to pay in any fashion. When the customer lodged his complaint with you on Tuesday, he already had his rack back, and we had a signed invoice from the customer with his signature.

Review: An "A Accurate" serviceman came to our home to repair our dishwasher, which after 3.5 years without problems is suddenly leaving residue on dishes. On the first visit, he visually inspected the dishwasher and ran it (nothing else) and indicated that the water was too cold and we should call a plumber.We phoned back and indicated that this was not an acceptable diagnosis. A serviceman returned a week later, and this time actually measured the water temperature. He measured the intake water at 90 degrees. The dishwasher installation guide indicates any temperature above 60 degrees is acceptable. The serviceman nevertheless stood by the temperature claim and left.We phoned back again and asked that A Accurate either return to do a full and sensible diagnosis or refund our service fee. While they have agreed in principle to try again, after a week and three phone calls they remain unwilling to schedule an appointment or even to give a date when they will be able to schedule an appointment.Moreover, their pricing policy is deceptive. Competitors quoted us $135 for a service call. A Accurate indicated $85 for a service call, and left out that there would be an addition $50 for the first 30 minutes of service (i.e. having the repairman run the dishwasher) -- a total of $135.Desired Settlement: At this point we have no confidence in A Accurate's willingness or ability to diagnose the problem. While they may be busy, it is not reasonable for them not to tell us when they will call back with an appointment. After a total of 2 visits and 6 phone calls, we'd like our $135 returned.

Business

Response:

When the complainant's wife called for service on or around November 8, 2013, her complaint was that her dishes were not clean in her dishwasher and that her gas range was not boiling water quickly enough. I personally made her appointment for November 9th, told her precisely that our one-time trip charge for was $85.00 plus tax and $25.00 per quarter hour for labor. I reiterated by stating that the labor charge is $100 per hour, and we charge by the quarter hour. For at least the last fifteen years our labor charge has remained the same and for the same period of time we have been very carefully stating that the trip charge is to come to the house and the charge for the technician's time is by each 15 minutes or portion thereof. This permits that when the problem is very simple, i.e., when the switch or plug is removed from the wall, the customer does not pay an exorbitant charge to turn a switch on.

Review: A Accurate Appliance fixed my washer several months ago. They ended up removing it from my house promising it would be back in a few days, as good as new. Over a week later they brought it back and 3 men used a hand truck to bring it up my stairs. The hand truck had grease all over it and left grease marks the entire way up my stairway carpet. When I showed [redacted], the owner, and [redacted], his top fix it guy, they promised to clean it up for me. I had to leave the house to pick up my kids and when I returned in the evening the grease marks were no longer apparent. However, the next morning I noticed large white marks all the way up the stairway where the grease marks had been. When I called them to ask what they had used, they told me [redacted] from my laundry room. They bleached both sides of my entire stairway carpet. I sent [redacted] and [redacted] pictures and [redacted] and [redacted] came back to see it. Turns out they fired the third man (who'd used the bleach,) and [redacted] promised to replace the carpet since they'd damaged it. Now several months later, after repeated contacting, they are not returning my calls and texts and I'm left with a damaged stairway carpet. I'd only sought to have my washer repaired and they ended up doing expensive damage to my home.Desired Settlement: I would like them to make good on their promise to replace my carpet and it was in excellent condition before they came and now is damaged beyond repair.

Business

Response:

[redacted] is correct. One of the individuals contracted by us to return her repaired appliance damaged/stained her carpet in the process. The mover, a home improvement contractor, acknowledged the damage as a result of his equipment, and he agreed to replace the carpet runner. He also supplied additional service to the customer, and the customer acknowledged his ability to perform many services to her satisfaction. Neither the customer nor our firm questioned his ability to complete the replacement.

Since that time, the gentleman has reneged on his agreement to provide the services required and has completely refused to cooperate, and we have promised the customer that we would take care of it. I am somewhat unclear as to timing as the specific designer carpeting in question was not available until possibly March or April. At that time we were making an effort to contact the person who did the damage and reneged on the repair, and we made a strong effort to re-negotiate with him.

Since that time for the following 2-3 months, we had great difficulty arranging for a carpet specialist to measure and lay the new carpeting. We contacted two different individuals who are professional carpet layers. They agreed to contact [redacted] to arrange for measuring and laying the carpet, entirely at our expense. Unfortunately neither would follow through. In June we located and made an appointment with the new carpet specialist to measure the dimensions of the carpet runner, but unfortunately have been unable to contact the customer. We have left several voicemails but have not heard back from her. It is possible she has been away for the summer.

As it is our responsibility to replace the carpeting, we are not shirking our responsibility, only having some difficulty in completing the service in a timely fashion.