A & R Appliance Repair

This complaint is absolutely untrue.The customer was abusive and threatening to the warranty company (which I have the letter to prove and have attached) and so the WARRANTY company cancelled the customers contractThe customer DID NOT request the cancellation The customers washer was brought into the shop because the tubs/transmission were seized together due to the customer using too much soap productInstead of getting the repair denied by the warranty company, we fought to have it covered due to wear and they agreed to cover the repairThe tech manager was able to get the unit apart and order the correct part for itIn the meantime, the customer called the warranty being aggressive and called the office and was aggressive with my office staffThe warranty company called me, Janet, and explained that they are cancelling his contract because of his threatening and abusive actionsI was told to stop repair on the unit, hold it for days and then dispose of itI asked if the customer wanted it back and Trung at the warranty company said that the customer told him "NO ONE IS ALLOWED ANYWHERE NEAR MY PROPERTY OR ELSE"I made a phone call to Mr [redacted] because I wanted to hear it from him that he did not want the unit returned and to ask for the hand truck/dolly back that he has of ours at his property He stated "let's just say the hand truck is my compensation for the warranty only giving me my contract amount back of $148.00"I explained that we have no control over what the warranty company does and that is our property not hisHe then stated "if you send anyone to my house, you will have to scrape them off my driveway." Mr [redacted] then became abusive towards me stating that he's going to come down here and get me, that I don't know who I'm dealing with...ect...The next morning, Mr [redacted] was calling back to back and I instructed my staff not to answer or to forward him directly to my voice mailI have NUMEROUS saved voice mails from this customerI then answered a call from Mr [redacted] and gave him a verbal warning that he is not to call us againI also sent him an email giving him written warning also (I have attached this as well)Mr [redacted] apparently did not care about his actions because he continued to call over and over againI then decided it was in the best interest to make sure myself and our staff was protected and called the Fresno Police Department to put them on notice of this customers behavior.IMr [redacted] then proceeded to try and slander us by posting reviews online that completely contradicted each other (attached as well)One stated that we gave him his unit back in pieces and the other states that we are keeping it.As you can clearly see with the documents provided, this complaint is invalid and unwarranted as the customer was the one who acted out inappropriately towards us and his warranty company.If you have any questions, feel free to call me anytime

Initial Business Response /* (1000, 10, 2016/03/14) */
This is a sad showing that people can say whatever they want without it being true
A & R Appliance Repair is an authorized and preferred servicer fro the Whirlpool CooperationWe were sent to this address to look at a cooktop with the
customer complaint being " the element is overheating"Two of the parts needed for the repair were not available at the local parts houses so we reported to Whirlpool that two parts were not availableWhirlpool then told us that they would try and locate the parts through the manufacturer part warehouse and we needed to place this work order on hold until further communicationWhirlpool finally located the parts and shipped them to usThis customer refused "normal" scheduling, trying to demand that we tell Whirlpool that they just need a new unit instead of repairing the one they haveWe, as an authorized servicer, have to report honestly and accurately to our warranty companies the exact failures of appliances and the parts needed to repair itFrom there, the warranty company makes the decision on repair or replacementWe have to follow their policies and proceduresAs an office manager and business owner, I have to take over calls when it is clearly documented that the Mrs in this home was screaming and cussing at my office assistant because she was not getting a new unit and it was taking too longI, ***, did get on the phone and tried over and over again to explain Whirlpool's policy but she stated "I don't give a *** about anyone's policies, I just want a new one!" I offered the customer appointment options and she finally agreed to one and yes, I hung upWe are here to get customers on schedule in a timely manner, not to have to take verbal abuse and threatsI see no issue with once the appointment was set, to continue being verbally assaultedAgain, we do not make the decisions in replacing any type of appliance, we are mandated to report the findings
We cannot control if parts are not available or if the warranty companies decide that we need to repair these unitThis work order was handled by A & R Appliance Repair as best as we could within the guidelines and procedures of Whirlpool
***
A & R Appliance Repair

I am rejecting this response because:
Because Janet is flat out lying to all of you I never threatened TrungI only addressed my concerns and Trung understood Trung was willing to refund my monies because of the actions from A&R appliance I never wrote a letter to the warranty company Flat out lie, if there is one, it was not produced by me I was on hold with Trung, when Janet was making these claims Trung told me that he knew she was lying Trung only has records of my frustrations for being without since April Trung regrets them using AR appliance, but at the time GE was out of contract, therefore AR was called Janet is a bold lyer I never had any intention of ever speaking with AR appliance again, because they give you the run around and never give a straight answerThey were rude or unsupportive to Norma at Clovis appliance, Terry at Clovis appliance, Mario Vilmaney - CSR teams leade at Warrant tech While onthe phone with Trung, I received a call from Janet, yes I agree This is before any of this claim of insults or scraping on the floor or any of this came about So, I called her backShe said, so the warranty company is replacing your washer? I said no, I am"What do you mean, it's not covered"? I told her no, because your company refuses to admit that you cannot fix it, so since April, my wife has to go to the laundry mat I am tired of the run around so Trung is just refunding what I paid Janet then told me, that is wrongShe said that around June 10, June 28, and July 16th they requested a replacement I was shocked to hear this and explained that the warranty is saying differentShe said so nicely, "*** can I will help you by sending these to your email" Finally after months I heard great news Yeah my wife and are very excited So I called Trung and explained, Trung and and decided to stop the refund process He called me before he left for the day and said "***, I still have not seen any emails I told him, I am so sorry but Janet promised she would send themI calle dJanet a couple times and left a messageThe 3rd time she answered and said she alone and that she was busy, but the messages were being downloaded and she will emailAfter that, all business were closed The following morning I wanted wrap things up, so I called early around 8:05, left a message She answered in the 2nd Rey and then went OFF! Saying she called the cops and I am not getting my washer and that I better return her hand truck and that no one is taking my calls from the warranty company or them.I am like WOW! Where did this come from So immediately I called Trung, to let him know that it's best to proceed with the refund because Janet is crazy He said she just called him and said I made all these threats and wanting to kill and all the things they are telling you.Revdex.com this all have had to of happen from she they were closed and we all slept because of the time frames.Trung knows she is lying and said "*** I am glad to refund you the monies, I am sorry we are going through thisWe will be reviewing our contract with AR appliance because this is not the first time and they don't believe it will be the last.Revdex.com, I would say, a frustrated customer may perhaps act the way Janet said I did, it happens I know you know this.But read all the reviews in Google/Yellow pages/Yelp.....YOU WILL BE AMAZED THAT MANY OF THE REVIEWS MATCH MYBSTIRYThey all lead back to Janet.She is a bad person I don't know why she is running the business, maybe cause her husband owns it But after you read other reviews, you VALIDATE MY CLAIM...because I am not the only one, there are more than 100.I called Fresno PD and asked my rights as a consumer and if it was ok to request my property backI was told since it's mine I can call as MANY TIMES AS I WANTJust don't be the things that Janet says I am.So YES, I have called a gazillion times And I will call a Gazillion more, until I get what is mineBut all to only ask for it back.My washer machine back in the condition it was and now the cost of me having to purchase a new one $800I have a hand truck left at my home yesIt is safe and not being used I told them when they first asked that they can come and get it But when they began to threaten meWhy would I allow them to get it, if they cannot return my item.I don't see the fairness in that.Read the other reviews and make the determination yourself.AR appliance should not be in a service business, at least not Janet.If you paid for a warranty 148.00, allowed the warranty company to send AR appliance to fix you device but after home visits, picking up the washer and having at the shop for weeks, all on the same CLAIM NUMBER.....Since April of 2017..now in August What would you expect to happen?Understand my frustration, stress, suffering it caused, money it cost.All the warranty company ever wanted to hear, ask Mario, was for AR to say they could not fix.Revdex.com, it is still not fixed to this day If it is I would be so happyCause I don't have to purchase a machine out of pocket Just return it..I am begging themPlease honor agreement and do what you just told Revdex.com that your tech has fixed itThen return the unbroken device to meAnd I will be more than happy to let them no of the results afterwards.All this will go away and maybe, maybe you can say that your business did some actual service for once and maybe, maybe you can have a future in this business with respect.*** ***

We work on Samsung appliances every day and have done such since the business openedYou don't have to be a Samsung Authorized servicer to service these unitsUnfortunately, there are some instances when it is better to have an authorized servicer so they can call Samsung and get the tech support
they need to diagnose weird issuesThankfully we are almost done with the process of becoming authorized so our technicians have tech support available to them

This complaint is absolutely untrue.The customer was abusive and threatening to the warranty company (which I have the letter to prove and have attached) and so the WARRANTY company cancelled the customers contract. The customer DID NOT request the cancellation.  The customers washer was...

brought into the shop because the tubs/transmission were seized together due to the customer using too much soap product. Instead of getting the repair denied by the warranty company, we fought to have it covered due to normal wear and they agreed to cover the repair. The tech manager was able to get the unit apart and order the correct part for it. In the meantime, the customer called the warranty being aggressive and called the office and was aggressive with my office staff. The warranty company called me, Janet, and explained that they are cancelling his contract because of his threatening and abusive actions. I was told to stop repair on the unit, hold it for 30 days and then dispose of it. I asked if the customer wanted it back and Trung at the warranty company said that the customer told him "NO ONE IS ALLOWED ANYWHERE NEAR MY PROPERTY OR ELSE". I made a phone call to Mr [redacted] because I wanted to hear it from him that he did not want the unit returned and to ask for the hand truck/dolly back that he has of ours at his property.  He stated "let's just say the hand truck is my compensation for the warranty only giving me my contract amount back of $148.00". I explained that we have no control over what the warranty company does and that is our property not his. He then stated "if you send anyone to my house, you will have to scrape them off my driveway."  Mr [redacted] then became abusive towards me stating that he's going to come down here and get me, that I don't know who I'm dealing with...ect...The next morning, Mr [redacted] was calling back to back and I instructed my staff not to answer or to forward him directly to my voice mail. I have NUMEROUS saved voice mails from this customer. I then answered a call from Mr [redacted] and gave him a verbal warning that he is not to call us again. I also sent him an email giving him written warning also (I have attached this as well). Mr [redacted] apparently did not care about his actions because he continued to call over and over again. I then decided it was in the best interest to make sure myself and our staff was protected and called the Fresno Police Department to put them on notice of this customers behavior.IMr [redacted] then proceeded to try and slander us by posting reviews online that completely contradicted each other (attached as well). One stated that we gave him his unit back in pieces and the other states that we are keeping it.As you can clearly see with the documents provided, this complaint is invalid and unwarranted as the customer was the one who acted out inappropriately towards us and his warranty company.If you have any questions, feel free to call me anytime.

(The consumer indicated he/she DID NOT accept the response from the business.)
While I am glad they are in the process of becoming authorized by Samsung now, when I called them to service my machine they told me that there was no problem with repairing my washer. But there was; and because the repair person was not authorized with Samsung, he could not fix the problem. He told me that they would find and arrange for an authorized service person to come out to fix the machine. Furthermore, I was told I would not have to pay another $75.00 service fee. They have not done what was promised. So, yes they have addressed the part of this complaint about authorization; they have not made good on the promise to help out with finding a person who could fix the machine. I had to take care of the problem on my own. And they still kept my $75.00 fee. I submit that the fee of $75.00 should be refunded.
Finally, I left a message with the owner of the company requesting he call me to address these issues and have never received a response. Very poor management and public relations.