A&A Appliances The Appliance Doctors

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]  May contact [redacted] at [redacted]

I will review our file and see what documentation we have and then get back with a formal response.  Sincerely,  [redacted] Chief Operating Officer

Review: The company has been out multiple times and the appliance has still not been repaired. Customer service nor the owner will not return phone calls. I have not been able to cook for a month now because of this. They a rude and not competent, but the job should be completed.Desired Settlement: An apology and conversation with the owner to discuss the poor service and length of time it has taken to receive service, which is still not completed.

Business

Response:

[redacted]

This is in reference to ID #[redacted] is a tenant at [redacted] in NYC. The Appliance Doctor was called to his apartment to repair his range. [redacted] was not paying for the repair and got highly upset because I mentioned to him that I had just got off the phone with his landlord and that we were over nighting the part. He wanted me to spent 20 minutes on the phone with him to explain what I just talked to his landlord (who was paying us) about. I told him that as soon as we received the part my office will be in touch with him to set up an appointment, but we can't set up an appointment until we receive the part. He got very upset and was very rude to my office staff.

The range has been fixed for over a month already and the landlord has already called us for 2 other repairs in that building. The landlord had no problem with our service or with the way we handle the repair of [redacted]'s range.

Thank you

If you were happy with our service, please tell a friend!

Chief of Staff at the Appliance Doctor

Business

Response:

On [redacted] we were at [redacted]s home (rental apartment) to for a refrigerator. At that time

[redacted] told the technician that he was having problems with his range. My technician stated that we have no service request for your range and we would have to get the ok from the landlord before we are allowed to check a ny other appliance. We did not check the range at that time but [redacted] told my technical [redacted], that he did a lot of research

on his range problem (error code), Md that he needed a clock. [redacted] took the model and serial numbers, but did not check the range.

We called his landlord and got the ok to order the clock for [redacted] range (landlords range). but did not order the part for 2-3 days because we misplaced the invoice. When we went to order the dock It was only located in an appliance parts center out West. I overnighted this part (at my own expense) to make up for the time that we misplaced the order. We went to install the part the next day a nd found out the problem was not the clock like [redacted] told us it was, but now It was the membrane (TOUCH PAO). I overnighted the membrane at rny own expense again, and made an appointmnet to Install the part the day after it came In.

We took a loss with this call because I paid for 2 overnights and a clock that I didn't need. We were una ble to return the clock for credit because it was already Installed and the supply house would not give credit on an installed

electronic part. That part was over $170.00 plus overnight shipping.

The correct way of handling this ca ll would of been for me to send my technician out to look at the range when we got the apppoval from the landlord, but [redacted] Insisted that he did all this research, so we just when ahead a nd ordered the clock.

In my opinion ordering the clock (wrong part) Is what held up this job. It is normally our policy not to order a part unless

we checked it out ourselves, but [redacted] insisted it was the dock.

I admitted that misplacing the paperwork for 2-3 days was our fa ult, but feel I made up for it by overnighting the 2 parts.

[redacted] has yet to take any responsibility for demanding that we order the clock before we come out to check the

unit. A matter of fact In all his nasty reviews on line he has vet to mention that he was the one that wa nted us to bring the clock.

[redacted] had full use of the top 4 burners of his range the whole time the repair was being

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Clearly the owner of the business does not mind making things up. The error code for the appliance was F11. I both researched the internet and called the manufacture to as the problem and at no point did I suggest it was the clock. I told the company from day one what the error code was and I told them then according to the manufacture, it was the control membrane/keypad as indicated by the error message. This error message was confirmed by their repair tech. When their repair person was at my apartment, they looked at the unit, and wrote down the error code, but not the model and serial number of the range. I had unplugged the power from unit prior to their arrival as instructed by the manufacturer for safety reasons. The repair technician plugged the unit back in in order to get the error message to appear, and then unplugged it after getting the error message. There is no place on the internet or in the manufacturing data that suggest the error code would be a clock. The company response is a complete fabrication.

The owner would later say that there were lots of different control units for the device, and they had gotten the wrong one. Ironically they made the same error on my refrigerator several weeks before, resulting in multiple trips for a simple repair. In reality, if you have the error code and the serial number of the device, there is only one part that is appropriate; This makes the excuse they used invalid.

In fact, they ordered a membrane, not a clock (actually the two are one in the same part), but they ordered the wrong one, most likely because the repair person did not take the time to copy down the model number/serial number.

The unit could not remain plugged in do to the error message. When the unit was plugged in there was a very loud alarm going off non stop. When this unit is unplugged, you can't use the burners because the electronic ignition will not function. When his repair person left, they left the unit unplugged. If one were to have turn on the burner as this owner has suggested I do, the apartment would fill with gas, possibly killing everyone in the building. The electronic ignition requires that the unit have power. So, yes indeed I was without the ability to cook for several weeks.

BEFORE, the first control board was ordered the management company had to approve the repair. After waiting for two weeks and not hearing anything, I called the repair company who insisted they were waiting on the approval from the management company, which had already been given weeks prior. Then they ordered the wrong part, and had to return a third time. Meaning lost time from work and the fact that I had to go without the ability to cook for several weeks because the the repair companies incompetence.

In short, the company made multiple careless errors over the span of months in the repair of three different items in my apartment. Mistakes happen, I understand that. However, when the company employees and owner are unresponsive and rude to the end user/customer it doesn't help matters at all. I don't feel that the company is at all competent, nor do I feel like customer service is part of their equation. A simple returned phone call and apology from the owner/manager could have solved this issues many weeks and many reviews ago. Simply put, I won't use them by choice in the future and I have let as many people know my opinion of their company as possible. I consider the matter closed, unless the company has more fabrications it would like to discuss.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,