A/C & Appliance Sales Service

This letter is in response to your letter from [redacted] who filed a complaint with your organization, Revdex.com of Hawaii, Incon January 28, 2016.I am an independent contractor with [redacted] (***), [redacted] warrantiesAs an independent contractor, I am limited by the customer's warranty contract on what repairs can be done to a defective applianceWhen we contact the customer and set up an appointment to diagnose the defective appliance, the customer does have an obligation to pay a service fee to the technician who is going to their [redacted] to diagnose the appliance issueThis service fee was chosen by the customer when they chose their warranty options from [redacted] Also, when we receive the work order either by fax or email from [redacted] , we are not aware of what is included or what is covered by ***We make the diagnosis then,we report back to [redacted] of what the repair involvesAuthorization of all repairs is requiredAt that time, [redacted] will let us know if it's a covered service or not.On October 20, 2015, I received a faxed work order from *** I then set anappointment with [redacted] to diagnose her [redacted] refrigerator which was not working includingthe ice maker which was not workingThe main complaint from Ms [redacted] regarding her refrigerator was that her water dispenser was dispensing water by itselfAfter my son Andrew C [redacted] diagnosed the problem with the ice maker, he informed Ms [redacted] that the dispenser board was causing the problem and it needed to be replaced Andrew Cthen checked if the part was availablelocally after he left Ms [redacted] 's ***, but it was notAndrew Cnotified Ms [redacted] that since it was not available locally, he would have to order the part through ***Since there is a time difference, we had to notify ***'s authorization department the following morning The authorization department informed me that it was not a covered service because she did not include it in her warranty (ice makers is a separate coverage which the custome rusually pays extra for the additional coverage) I then telephoned Ms [redacted] and notified her She told me that I should have informed [redacted] [redacted] her right away but, we are the contractors and therefore, we do not know what is on hercontract that is why [redacted] requires authorizations.Time had passed and in December, Ms [redacted] then contacts me via phone asking me, if I when is the part is coming inSince I was told by [redacted] initially that it was not acovered service and that's why initially no repairs were done, I called [redacted] to follow upTo my knowledge, Ms [redacted] called [redacted] after our initial conversations in October and, I was told by [redacted] dispatch representative [redacted] that [redacted] added the coverage or re-instated additional coverage for her ice maker [redacted] proceeded to order the necessary part after my conversation with [redacted] and, I was told by [redacted] that we would receive the part within -days via faxWhen we did not receive the display board, we followed up with ***'s parts departmentThe parts department told me they did not know what happened with the display boardThey could not even tell me if they even ordered the part,simply, they just don't know what happenedI made acomplaint with ***'s parts department demanding my part and they told me abruptly "to wait for it like everyone else," it was the holidayseasonJust so happens, the following day after I found out [redacted] did not have the part, Ms [redacted] called me up to follow up on the part status I informed Ms [redacted] what had happened with the parts department with [redacted] and that I had to reorder her partI told Ms [redacted] that I would call her once her part came in becauseit would take another - days.On Friday January 15, 2016, Ms [redacted] called me and asked me if the part came in and,I informed her that we still did not receive itShe decided she wantedher service fee back sinceit was taking too longI explained to her if that was your wish to have your servicefee back, that I would write a check out for the $she paid, including state tax which made her total refund $We agreed to meet the following morning Saturday, January 16, at 9:AM so I could give her the refund check.Also,we agreed that I would take a look at the refrigerator again and try to do any repairs out of my pocket at no expense to her,regardless of her [redacted] warranty.I arrived at her [redacted] that Saturday morning at 9:AM and Ms [redacted] was not ***.For minutes, I repeatedly knocked and said "hello" but no one answeredI then left my magnetic business card on her metal screendoor so she would know that I kept the appointment and, I was hoping that she would call me when she returned ***She did not call me back and I then receiveda letter of complaint by Ms [redacted] from Revdex.comof Hawaii, Incon February2, 2016.I have tried to make amends with [redacted] but there is nothing else I could do if she agreed to meet me and was not there.I still have the refund check and I am ready to reschedule a time to meet to give it to her or if she is unwilling to meet with me, I can send the check via certified mailThis way, I know she received the check and this matter will be resolved[redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] I do thank the Revdex.com for taking the time to send me this complaint and, to give me the opportunity to explain my side of what had happened

2/18/2016
Complaint: [redacted]
Subject: Reject Business Response For: Revdex.com [redacted] // See Attachment: Revdex.com [redacted]
I am rejecting business response: Exhausted To Continue Dealing with Owner and Company.

Sincerely,
[redacted]

This letter is in response to your letter from [redacted] who filed a complaint with your organization, Revdex.com of Hawaii, Inc. on January 28, 2016.I am an independent contractor with [redacted] ([redacted]),[redacted] warranties. As an independent contractor, I am limited by the...

customer's warranty contract on what repairs can be done to a defective appliance. When we contact the customer and set up an appointment to diagnose the defective appliance, the customer does have an obligation to pay a service fee to the technician who is going to their [redacted] to diagnose the appliance issue. This service fee was chosen by the customer when they chose their warranty options from [redacted]. Also, when we receive the work order either by fax or email from [redacted], we are not aware of what is included or what is covered by [redacted]. We make the diagnosis then,we report back to [redacted] of what the repair involves. Authorization of all repairs is required. At that time, [redacted] will let us know if it's a covered service or not.On October 20, 2015, I received a faxed work order from [redacted].  I then set anappointment with [redacted] to diagnose her [redacted] refrigerator which was not working includingthe ice maker which was not working. The main complaint from Ms. [redacted] regarding her refrigerator was that her water dispenser was dispensing water by itself. After my son Andrew C[redacted] diagnosed the problem with the ice maker, he informed Ms. [redacted] that the dispenser board was causing the problem and it needed to be replaced.  Andrew C. then checked if the part was availablelocally after he left Ms. [redacted]'s [redacted], but it was not. Andrew C. notified Ms. [redacted] that since it was not available locally, he would have to order the part
through [redacted]. Since there is a time difference, we had to notify [redacted]'s authorization department the following morning.  The authorization department informed me that it was not a covered service because
she did not include it in her warranty (ice makers is a separate coverage which the custome rusually pays extra for the additional coverage).  I then telephoned Ms. [redacted] and notified her.  She told me that I should have informed[redacted]  [redacted]her right away but, we are the contractors and therefore, we do not know what is on
hercontract that is why [redacted] requires authorizations.Time had passed and in December, Ms. [redacted] then contacts me via phone asking me, if I when is the part is coming in. Since I was told by [redacted] initially that it was not acovered service and that's why initially no repairs were done, I called [redacted] to follow up. To my knowledge, Ms. [redacted] called [redacted] after our initial conversations in October and, I was told by [redacted] dispatch representative [redacted] that [redacted] added the coverage or re-instated additional coverage for her ice maker. [redacted] proceeded to order the
necessary part after my conversation with [redacted] and, I was told by [redacted] that we would receive the part within 10 -14 days via fax. When we did not receive the display board, we followed up with [redacted]'s parts department. The parts department told me they did not know what happened with the display board. They could not even tell me if they even ordered the part,simply, they just don't know what happened. I made acomplaint with [redacted]'s parts department demanding my part and they told me abruptly "to wait for it like everyone else," it was the holidayseason. Just so happens, the following day after I found out [redacted] did not have the part, Ms. [redacted] called me up to follow up on the part status.  I informed Ms. [redacted] what had happened with the parts department with [redacted] and that I had to reorder her part. I told Ms. [redacted] that I would call her once her part came in becauseit would take another 10 - 14 days.On Friday January 15, 2016, Ms. [redacted] called me and asked me if the part came in and,I informed her that we still did not receive it. She decided she wantedher service fee back sinceit was taking too long. I explained to her if that was your wish to have your servicefee back, that I would write a check out for the $100.00 she paid, including state tax which made her total refund $104.72. We agreed to meet the following morning Saturday, January 16, 2016 at 9:30 AM so I could give her the refund check.Also,we agreed that I would take a look at the refrigerator again and try to do any repairs out of my pocket at no expense to her,regardless of her [redacted] warranty.I arrived at her [redacted] that Saturday morning at 9:30 AM and Ms. [redacted] was not [redacted].For 5 minutes, I repeatedly knocked and said "hello" but no one answered. I then left my magnetic business card on her metal screendoor so she would know that I kept the appointment and, I was hoping that she would call me when she returned [redacted]. She did not call me back and I then receiveda letter of complaint by Ms. [redacted] from Revdex.comof Hawaii, Inc. on February2, 2016.I have tried to make amends with [redacted]but there is nothing else I could do if she agreed to meet me and was not there.I still have the refund check and I am ready to reschedule a time to meet to give it to her or if she is unwilling to meet with me, I can send the check via certified mail. This way, I know she received the check and this matter will be resolved.[redacted]  [redacted]  **  [redacted]  [redacted]  **  [redacted]  [redacted]  [redacted]I do thank the Revdex.com for taking the time to send me this complaint and, to give me the opportunity to explain my side of what had happened.