A-Nova Appliance Company

To Whom this may concern A Nova was sent a request from the manufacturer to Repair this customers Refrigerator due to numerous efforts prior to us taking this case, failing [redacted] was scheduled for a Repair once his parts were received for Friday 8-am on Wednesday 29th.Our office called at or around am to confirm someone would be at the home, as this is an area we do not serviceThe customer did not pick up or call the office back until 12:We advised the customer we would have to reschedule the appointment for the next available day for his area He insisted that we come that day, and the office staff let him know we do not service [redacted] so coordinating another appointment the same day was impossible We have no history of ever servicing this customerOur Policy is to schedule a diagnostic appointment first to provide estimates for any repairs neededOnce estimates are approved and Repair appointment is then scheduled We were asked by the manufacture to make an exception because we are one of the FEW authorized repair companies in Virginia [redacted] s situation is not something we do often, only as favor to the manufacturerWe have no history on the previous issues he's had on his appliance nor are we responsible in anyway for his appliance needing a repairWe have no paperwork or signed invoices for any charges because we have not been to his home yetWe have not had the opportunity to service [redacted] because he was not available for his appointment todayWe Offered the customer another appointment and he insisted todayWe unfortunately can not accommodate him for where he lives

To Whom this may concern
A Nova was sent a request from the manufacturer to Repair this customers Refrigerator due to numerous efforts prior to us taking this case, failing. [redacted] was scheduled for a Repair once his parts were received for Friday 8-12 am on Wednesday 29th.Our...

office called at or around  8 am to confirm someone would be at the home, as this is an area we do not service. The customer did not pick up or call the office back until 12:30. We advised the customer we would have to reschedule the appointment for the next available day for his area.
He insisted that we come that day, and the office staff let him know we do not service [redacted] so coordinating another appointment the same day was impossible.
We have no history of ever servicing this customer. Our Policy is to schedule a diagnostic appointment first to provide estimates for any repairs needed. Once estimates are approved and Repair appointment is then scheduled.  We were asked by the manufacture to make an exception because we are one of the FEW authorized repair companies in Virginia.
[redacted]s situation is not something we do often, only as favor to the manufacturer. We have no history on the previous issues he's had on his appliance nor are we responsible in anyway for his appliance needing a repair. We have no paperwork or signed invoices for any charges because we have not been to his home yet. We have not had the opportunity to service [redacted] because he was not available for his appointment today. We Offered the customer another appointment and he insisted today. We unfortunately can not accommodate him for where he lives.

Initial Business Response /* (1000, 5, 2015/04/24) */
I have spoken with the sales rep that's been assisting Mr. [redacted] with this key issue. We have had some difficulty obtaining this key, as it is for a make of vehicle that we do not represent. At this point, we have this key on order and plan...

to meet with Mr. [redacted] to get this wrapped up on his next visit to MN. If he would prefer, we can also send the key to him, and pay the dealer of his choice to program the key. We do apologize for the delay and are working with our salespeople to make sure issues like this are handled in a more timely manner.
Initial Consumer Rebuttal /* (2000, 7, 2015/04/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I have reviewed this concern with our used car department.  There is definitely no "classic bait and switch" involved.  The car was brought to North Country Ford as indicated and they replaced the airbag prior to the customer's purchase of the vehicle.  At that point, the...

recall was considered cleared.  Then, a few weeks AFTER the vehicle was sold, North Country called to inform us that there was an error made in replacing this airbag, and an incorrect part was used.  We were as equally surprised as the customer to hear this.  We informed them that the vehicle had been sold, and North Country contacted the customer directly to assume responsibility and attempt to resolve the situation.  As far as the current situation:  the manufacturer, not our salesman, is requesting that North Country re-install the recalled airbag until the proper replacement is available in the 4th quarter of this year.  Understood that there is a safety concern regarding this recalled airbag.  At this point, if the customer wishes to return the vehicle to Westside, we will refund the purchase price and all fees paid, assuming the vehicle has not been driven more than 1500 miles since purchase.  We will then hold this vehicle until the proper part becomes available.  Any potential diminished value in this vehicle will be restored 100% once this recall has been performed.

This particular issue would have been best addressed to VW of America, as the issue is with their payment to the customer, Luther Westside VW is not involved in the transaction.  However, it is our understanding that this situation has now been resolved between the customer and VW of...

America.  If there are further concerns, they can be reached at ###-###-####.  Thank you!

Review: Scheduled and confirmed an appointment, took a half-day off of work, technician no-showed and when I called the office I was berated by the "receptionist", Erica. I want a technician to come to my home today - period.

My email to the office manager and owner:

Kim or Joe:

I confirmed my appointment with Kim this week and have been here, at my desk, since 8:00 AM waiting for a technician who has not shown up. I am, as you can expect, very upset after taking a half day off of work. A very rude and inconsiderate person named Erica told me that a technician called me, and that your office called me, and I did not answer. That is not true. I have been here all day and only one phone call showed up on my caller ID, and it was from a number in California. Furthermore, if you or your tech did call (from California) why would they not leave a message in the event I had stepped into the restroom?

I want a technician dispatched today. I will not be lied to - I have been through enough on this repair. I need to have a technician come here today.

Regretfully,Desired Settlement: Get a technician to my home today as promised. And I want an apology from the owner.

Business

Response:

To Whom this may concern

A Nova was sent a request from the manufacturer to Repair this customers Refrigerator due to numerous efforts prior to us taking this case, failing. [redacted] was scheduled for a Repair once his parts were received for Friday 8-12 am on Wednesday 29th.Our office called at or around 8 am to confirm someone would be at the home, as this is an area we do not service. The customer did not pick up or call the office back until 12:30. We advised the customer we would have to reschedule the appointment for the next available day for his area.

He insisted that we come that day, and the office staff let him know we do not service [redacted] so coordinating another appointment the same day was impossible.

We have no history of ever servicing this customer. Our Policy is to schedule a diagnostic appointment first to provide estimates for any repairs needed. Once estimates are approved and Repair appointment is then scheduled. We were asked by the manufacture to make an exception because we are one of the FEW authorized repair companies in Virginia.

[redacted]s situation is not something we do often, only as favor to the manufacturer. We have no history on the previous issues he's had on his appliance nor are we responsible in anyway for his appliance needing a repair. We have no paperwork or signed invoices for any charges because we have not been to his home yet. We have not had the opportunity to service [redacted] because he was not available for his appointment today. We Offered the customer another appointment and he insisted today. We unfortunately can not accommodate him for where he lives.

Review: -We contacted A-Nova on December 30, to report our bottom drawer dishwasher was not functioning properly. The drawer would start a cycle, then get "stuck" at 28 minutes remaining and then run continuously until we forced it off by opening the drawer. Further, we had to leave the drawer open to keep the unit from running continuously. A-Nova told me the earliest appointment we could obtain was for Friday, January 3.

-January 3, my husband took off work to be there for the repairman, but he never showed up. I called A-Nova and left two messages alerting them to this and never received a call back.

-On Saturday, January 4, I called again and spoke with [redacted], who scheduled us for a visit on Monday, January 6.

January 6, I took off work to be home this time. [redacted] (technician) came and diagnosed the problems with our dishwasher. He told me the motor in the top drawer was not functioning properly and the heater plate in the bottom drawer was malfunctioning. He moved the motor from the bottom drawer to the top so we had one functioning drawer, and told me he would order a new motor and a new heater plate. The estimated cost of both parts was $350-$400 and we had to wait 3-5 days for parts.

-We waited 10 days.

-On January 16, [redacted] came back with the new parts but told me "they" (A-Nova) ordered the wrong parts, so he was not able to fix the bottom drawer. We then got error message F2 and F4. He left after 8 hours of work trying to repair our drawer, but was unable to. He told me A-Nova would call me to schedule another (now the fourth) time to come repair our dish washer.

-I called A-Nova several times over the next few days and spoke with [redacted], [redacted], and [redacted] (a manager). Both [redacted] and [redacted] promised to figure out the situation, get a price estimate, and call me back, but neither of them did. After five phone calls, I got [redacted] on the phone who scheduled service for us on January 23 (twenty days after our first actual technical visit). She told me [redacted] was no longer with the company, apologized for our trouble, and agreed that a total cost of nearly $400 was too much money, telling me she would speak with [redacted] and get me a discount.

-I never received a phone call back from [redacted].

-On January 23, another technician ([redacted]) came to fix our bottom drawer. He arrived, did some work, ran a test, and told me he fixed the drawer. We paid him $292 for parts and labor, very close to the original estimate we received from [redacted], and not representing a discount, as promised by [redacted] and Harold.

-On January 24, when I tried to use the bottom drawer, I realized the same problem we had initially was still occurring, the drawer would start a cycle, then get "stuck" at 28 minutes remaining and then run continuously until we forced it off by opening the drawer. Further, we had to leave the drawer open to keep the unit from running continuously. I called A-Nova on January 24 to schedule yet another service visit, for January 30.

-On January 30, [redacted] came back out, looked at the drawer and told me we now need a new control panel. He said A-Nova would order the part and call me to schedule a sixth visit to come repair our drawer.

-On January 30 I called [redacted] & [redacted] directly to complain, and as of January 31, I have not heard from A-Nova with a status update, estimated cost, or schedule for the sixth and I hope final, visit to repair our unit.Desired Settlement: There are a few desired outcomes I could have selected. Mostly, I would like A-Nova to actually repair our dishwasher. I do not believe we should have to pay anything additional, either in parts or in labor. I also think we are owed a discount / refund off the $392 we have already put into the unit for repairs. A discount off this price was already promised to me by [redacted] at A-Nova, and was never followed through with. (see above timeline). I would appreciate an itemized list of cost for parts vs labor. I understand that there were parts in our unit that needed to be repaired and we are OK paying a fair market price for parts and for labor, but that should be transparent and communicated to us from the company, NOT the way A-Nova currently operates. Finally, I would like A-Nova to take accountability for their lack of customer service and explain how they plan to remedy the situation. This could simply be an apology from a polite employee, rather than the rude encounter I most recently had over the telephone with Harold.