AA Dependable Appliance

Its not AA Dependables Fault that *** *** doesn't have a model number on her unit and honestly I don't feel that she should be placing blame on us for itShe called and set up a service call and never mentioned that her model number had been removed from the unit We went out to her home as promised and diagnoised the unit , we have given the customer a est for the repairs and advised the customer that the only part we could not get would be her Lid/hinge We advised that her unit could take of different transmissions and that is no longer avail and that we could not match up a lid/hinge witout a model We have provided *** *** with what a service call includes , that is a tech coming out to her home , diagnosing the unit and providing a est for the repairs In our yrs of doing business this is a first for a customer to be blaming us because they no longer have a model number on a unit Most customers that may not have a model # are very gracious for all the time and effort we are putting into trying to make the repair without a model # , and we can make a repair 95% of the time without a model # I'm sorry *** *** feels this way , But I must say we are not in the wrong
Thank You
Crystal C***

September 17,In response to the customers statement of problem I have the following response .I feel we have not done anything wrong to this customerWe were not informed the customer had no model number when she set up the service call for the washer, and let me add that in
most cases a model number isn't necessary for us to repair a unitShe called in saying the unit would not spin, we arrived at her house on September 8,and found the unit to need a Transmission ,tub seal, snubber, thrust bearing and lid , HingesThe technician came back into the office with all the customers information and for all the parts minus the lid and hinges we have part information for due to our extensive library of materialsOur parts department spent a few hours researching the unit and was able to make the estimate for the repairs , There is a issue with the transmission because it listed different ones and out of the , is no longer available due to the age of Unit , We where able to give the customer a estimate for the repairs should it be one of the available transmissionsWe told the customer that if she was serious about getting the unit repaired we would order both transmissions and we would pay to ship the other one back should we have the correct one and repair her unit .we said that we felt it would only be fair that should she have us order all the parts and we arrive at her house and find that it takes the transmission that is no longer available that she just pays 20,to ship the transmission back, and that is due to the fact that she is having us order all transmissions knowing the possibility of one being no longer availableI’d like to add that this is the first time we have ever come across a situation where the customer is placing us at fault because they don’t have a model number on the unit, Most customers would be very gracious of all the time we are putting into researching the unit and trying to make tbe repair without a mode! number, To date the customer has paid us for a service call and in which we did provide , The company on the other hand has paid an employee to do hours of extensive research on this unit because the customer wants the unit repaired knowing parts are no longer available and the lid cant he repaired We also emailed the customer a estimate for the repairsI feel as though we have done nothing wrong and we have gone above and beyond to please *** ***.Attached is the email that was sent to *** *** on Sept12, per our conversation with her on the evening of Sept- 11,2014Thank YouAA Dependable Appliance Crystal C

AA Dependable was dispatched through AHS to repair my washer and dishwasher. By phone I was given the time between 9am-12pm. During that time the representative was very patient with my questions and thorough on what to expect, what the service call fee covered and if parts are needed, what would be done.
I received a call from the tech at approximately 9am letting me know that he would be arriving for the repairs. He also made me aware that he had other scheduled repairs and though he could not give me an exact time due to not knowing how long the other appointments would take, he could guarantee to arrive by 12pm. This was great customer service to me! Other vendors will not do this.
A tech and an apprentice arrived about 10:00am. I found the tech to be very competent and knew his job well. He assessed the problems, made me aware of what parts were needed and even gave me helpful tips to have the appliances perform better!
Within an hour, he diagnosed the problem, made the repair, ordered parts needed for dishwasher, advised me on their 60 day warranty ALL while training the apprentice at the same time. Pretty amazing!
What I appreciate the most is the integrity in which he did his job---there was no beating around the bush or pressure to buy extra parts. Just presented the problem and what needed to be done. You will NOT get that from the big companies!! I have experienced quite a few and they ALWAYS 'pad' the bill. Other companies may apply the service fee cost to any repairs made, but they also will overcharge for parts and labor while also pushing you to purchase extra things that are not necessity.
Thank you very much for the great service! Please support this local family owned business!

Dear Sirs,
 The complaint has been resolved. The original diagnosis of letting the unit thaw do to water line frozen in door was correct . I went back out and reaffirmed the diagnosis and helped customer to block refrigerator with cardboard to allow door to thaw and unit started to...

work. It is a manufacturing problem and refered customer back to manufacture for any further problem she may incur if line freezes up again. The customer is satified with the service performed for service charge that was charged to her.
 Thanks Ray C[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Again, this company did not inform us that without a serial number there was the possibility that they would not be able to locate the parts or provide an accurate cost repair for our broken washer otherwise we would have cancelled the service call. As a company in business for as many years as that have been, I find it hard to believe that they have never had this type of situation. They would rather treat the customer with poor and disrespectful service than to do as most businesses (customer is their priority). As a result, they are guessing at the parts, will not provide an itemized invoice but just an unofficial email to us but with a total cost of $700, and will not refund our fee for having them come out when they were at fault. The receptionist was rude and disrespectful and refused to let me speak with the manager. They also want to charge us to pay shipping cost if they order wrong ones and have to send them back. How desperate is that to want to collect 20.00 more dollars for shipping. They initially told us that we should just buy new one without even giving us cost to repair.
Basically, this was my worst experience of customer service and I do not recommend that anyone do business with this company. I will be seeking legal representation as this is not what businesses should be doing to customers.
Regards,[redacted]

September 17,2014In response to the customers statement of problem I have the following response.We had been trying to schedule this customer through there warranty company for appliance parts install for about 2 months. The customer did not want to have to take any time off work and...

wanted us to send out a technician after hours. I feel as though we did everything we could to accommodate the customers schedule with offering a morning or afternoon appt or calling her a hour ahead and she could meet us at the home, or maybe she could have a family member meet us. I have spoken to [redacted] regards to this and had her review the customer service video. [redacted] feels she didn’t act out in any manner and that she was trying to help the customer. We are sorry the customer felt she was not being accommodated .Thank You,AA Dependable ApplianceCrystal C

Review: The company did not inform us that without a serial number on our broken washer that they may not could provide an accurate cost of repair or obtain accurate partsAs a result they are guessing at the parts, will not provide an itemized invoice to us but rather a total cost of $700, and will not refund our fee for having them come out for an assessment to repairThey also want to charge us to pay shipping cost if they order wrong ones and have to send them backThey initially told us that we should just buy new one without even giving us cost to repair.Desired Settlement: We want our refunded since we should not have to pay for a invalid repair estimated
Business
Response:
September 17,2014In response to the customers statement of problem I have the following response .I feel we have not done anything wrong to this customerWe were not informed the customer had no model number when she set up the service call for the washer, and let me add that in most cases a model number isn't necessary for us to repair a unitShe called in saying the unit would not spin, we arrived at her house on September 8,and found the unit to need a Transmission ,tub seal, snubber, thrust bearing and lid , HingesThe technician came back into the office with all the customers information and for all the parts minus the lid and hinges we have part information for due to our extensive library of materialsOur parts department spent a few hours researching the unit and was able to make the estimate for the repairs , There is a issue with the transmission because it listed different ones and out of the , is no longer available due to the age of Unit , We where able to give the customer a estimate for the repairs should it be one of the available transmissionsWe told the customer that if she was serious about getting the unit repaired we would order both transmissions and we would pay to ship the other one back should we have the correct one and repair her unit .we said that we felt it would only be fair that should she have us order all the parts and we arrive at her house and find that it takes the transmission that is no longer available that she just pays 20,to ship the transmission back, and that is due to the fact that she is having us order all transmissions knowing the possibility of one being no longer availableI'd like to add that this is the first time we have ever come across a situation where the customer is placing us at fault because they don't have a model number on the unit, Most customers would be very gracious of all the time we are putting into researching the unit and trying to make tbe repair without a mode! number, To date the customer has paid us for a service call and in which we did provide , The company on the other hand has paid an employee to do hours of extensive research on this unit because the customer wants the unit repaired knowing parts are no longer available and the lid cant he repaired We also emailed the customer a estimate for the repairsI feel as though we have done nothing wrong and we have gone above and beyond to please [redacted].Attached is the email that was sent to [redacted] on Sept12, per our conversation with her on the evening of Sept- 11,2014Thank YouAA Dependable Appliance Crystal C
Consumer
Response:
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Review: [redacted]
I am rejecting this response because:Again, this company did not inform us that without a serial number there was the possibility that they would not be able to locate the parts or provide an accurate cost repair for our broken washer otherwise we would have cancelled the service callAs a company in business for as many years as that have been, I find it hard to believe that they have never had this type of situationThey would rather treat the customer with poor and disrespectful service than to do as most businesses (customer is their priority)As a result, they are guessing at the parts, will not provide an itemized invoice but just an unofficial email to us but with a total cost of $700, and will not refund our fee for having them come out when they were at faultThe receptionist was rude and disrespectful and refused to let me speak with the managerThey also want to charge us to pay shipping cost if they order wrong ones and have to send them backHow desperate is that to want to collect more dollars for shippingThey initially told us that we should just buy new one without even giving us cost to repair

Review: I spoke with the only female "on duty" to answer the phone, and "make" calls, during the morning hours of August 23, 2014, from AA Dependable in [redacted], MD, regarding a service that I needed completed at my residence. She was very rude and disrespectful while trying to schedule an appointment for one of her technicians to come to service my oven. I explained to her that I could meet the technician at 4pm, because that is when I get home from work She responded by saying that the tech. works during "normal business hours". I asked her if that meant that they stop working by 5pm, and she rudely responded by saying that they work "normal business hours like the rest of us". I asked her "what about next Saturday", but she never responded to my question, because she was "talking over me", while I was talking. In addition, she told me that she is going to inform the company that provides the technician that I am "not trying to meet with the tech, during my lunch break". I responded to her by saying that I don't get a lunch break. She told me that "in the state of Maryland, by law everyone gets a lunch break". Unfortunately, law or no law, I do not get a lunch break, because of my profession. She did not know that because she did not ask, she just assumed that I get a lunch break. She did not provide their business hours until after she made accusations about me personally. She never apologized, which has given me the impression that AA Dependable must approve of her lack of customer service toward their customers. I will NEVER use or recommend AA Dependable to anyone.Desired Settlement: I would like for her to be reprimanded by her manager or supervisor. In addition, I would like for AA Dependable to do a better job of making sure that their customer service rep. is polite and professional when handling their customers. Also, I would like a formal apology, preferably written, but a verbal apology would be acceptable.

Business

Response:

September 17,2014In response to the customers statement of problem I have the following response.We had been trying to schedule this customer through there warranty company for appliance parts install for about 2 months. The customer did not want to have to take any time off work and wanted us to send out a technician after hours. I feel as though we did everything we could to accommodate the customers schedule with offering a morning or afternoon appt or calling her a hour ahead and she could meet us at the home, or maybe she could have a family member meet us. I have spoken to [redacted] regards to this and had her review the customer service video. [redacted] feels she didn’t act out in any manner and that she was trying to help the customer. We are sorry the customer felt she was not being accommodated .Thank You,AA Dependable ApplianceCrystal C