AAA Appliance Repair

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] I disagree with the business answer, simply because the transmission was working find until the the repairman replaced that one partthere's no way that the transmission on that washer would all of a sudden just go bad after the repair guy replaced that one partIt was a fault that the repair guy lefted the plug of of the motor which cause it to have the burning smell the first time, the repair guy said that he forgot to plug up the plug into the motor beacause the washer was dimming the electrical lights in the houseI totally disagree with responseWhy would I pay them another $when I paid them $for the first serviceI'm still finding pieces from under the washer that I don't even know weather they come from the repairs that he made or if they're pieces from something else going onLooks like lil plastic pieces

Response: we went out on a complaint of a kenmore washer not spinning, found a broken drive coupler, replaced bad part, then put it in spin, at this time the unit seemed to work properlyThe next afternoon we recieved a complaint of a "burning smell" when using the unitwe returned the next day and found no smell or noise when checking out unitA day later we recieved another complaint of a "burning smell" and that now it was also making noisewe went out the following day and this time it was indeed making a noise, a thumping, jerking kinda thing which had pulled off a capacitor wire which kept it from going into spin cyclewe put on to hundred couplers a year (being a common part to go bad) the replacement part is an upgraded, stronger part than the production partThis part conects the motor to the transmissionOnce every year or two you find one that is broken from something other than just wear and usethat's out of every to hundred or so, less than a quarter of 1%there is NO way to check the transmission other than to replace the coupler and run the unitthis unit checked out ok, but with a full load of laundry the motor heated up trying to run the dragging transmissionby the second return trip the transmission had gotten worse and was showing the problem when emptyThe customer had done several loads after the initial visit, and we explained that the original repair was caused by a bad transmission and to find that out the transmission had to be engagedNO other company could have done anything different, we regret that there was further problems deeper into the unit, but we do not warrantee parts not installed by us, the cost of that transmission is $195, we offered to replace it for the cost of the additional part plus taxwe tried to explain that the "burning smell" is the smell of an overheating motor trying to run a dragging transmission and if the motor had actually burned, it would only have done that one time and would not run again

Response:the original complaint was that the oven would shut off after or minutes without starting to heat, the code indicated a sensor failure so technition arived with both sensor and computer board since standard practice is to replace bothor days later the technition informed me Mr [redacted] had texted him with another complaintNow that the oven was not cutting off he determined that the convection fan motor was not running to speed which keeps the "speed preheat" from workingwe were going to replace the fan motor for just the cost of the additional partThe part was on nationwide factory back order and chinese companies ship by container ship, This was told to Mr***, and he was informed as soon as we got the part we would call him to schedule the repair, he was also told that the oven would work properly in bake mode, he just would have to wait to minutes for it to preheat as a oven doesFrom this point on he continually called us every day or so to demand we "get the part now", he was rude and abusive continually harrasing us as if we had a choice in this materHe was told on numerous occasions that we check on our backorders DAILY and we would call him as soon as we got itafter awhile the technition quit answering his harrassing calls and texts since it was interfering with his work, at this time he finally started to call the company phone number and harrass me nearly daily about the part, he was informed on numerous occasions that I do not own Samsung or the parts house and that all we could do is wait for the part to be made avaiable by the manucaturerI told him on monday the 16th that the eta was friday the 20th and to call me by 2pm friday if he had not heard from us by then...he did call more times befor fridayFriday he called again at pm,, the call lasted minutes, the parts house closes at 5, AND, I was in a customers houseminutes later he called back, I was unable to answer the phone having both hands in a front load washer.the message left at that time was rude, offensive, and unreasonableHis part actually did arive on the 20th, the parts house did not process it till saturday, on monday I called Mr***s and never got to tell him we now had the part, he imediately went into a tirade, I did raise my voice twice trying to get a word in, but he just continued to tell me what he was going to make us do, so I just said "sue me" and hung up since there was no conversation, just yelling at me! The tech tried to get hold of the customer for the next weeks to install the additional part, but he didn't answer or acknowledge the messageswhen he finally answered the phone [redacted] was told that he had gotten the part and installed it himself the 24th(the parts house had gotten more than being a "fast moving" part) He wants to hold us responsible for what we have no control over, he was NEVER addressed with derogatory language, his own complaint shows that he called the company over times in less than weeks (which is wrong since he called and texted [redacted] over times from the 4th to the 11th befor calling the company line) even using his "altered" version he called at least times in weeks, subtracting the weekends and keeping in mind back orders take to days to get, that's every working day!! As soon as the part was actually available, he did it himself, the only inapropriate actions in this mater was the actions of the customer.Sent on: 12/27/11:56:AM

We have been out to Mr. [redacted] house twice to correct this problem, but the trouble area is in the back yard where there is a dog.  My employees are never supposed to go into a back yard where there is a strange dog as I have had employees bitten.   My service manager left a note on Mr....

[redacted] door letting him know that he was there and that the phone number we have for him didn't seem correct and he left his contact information.   I called Mr [redacted] and left a message explaining all of this to him this morning and I will be waiting for his return call.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The facts remain as they were. Fact 1 – business owner did not follow up as he stated he would on multiple occasions as to the status of the requested parts. Fact 2 – Business owner used offensive language towards customer. Please note this occurred via customer work phone where calls may be recorded.  Fact 3 – All evidence presented is factual and exhaustive with documentation accordingly. Fact 4 – It took business owner 6 weeks to address initial Revdex.com complaint.  The business response is deemed misguided on the following grounds: “the original complaint was that the oven would shut off after 1 or 2 minutes without starting to heat, the code indicated a sensor failure” Response: Original complaint was that oven does not achieve prescribed temperature despite notification that it does. Moreover the oven does not produce “codes” and a diagnosis was made via phone with the business owner asserting “that’s what it has to be”. “continually called us every day or so to demand we "get the part now" Response: That too is inaccurate. The purpose of the calls was to get an update since business owner could not take the time to follow up. The frequency of the calls reflects this assertion. Call Log against AAA Appliance   Date      Time      Number               Duration              Source 10/23/2015         1:57 PM                [redacted]     2.3          Work 11/04/2015         8:54 AM               [redacted]     19.3        Work 11/10/2015         4:03 PM                [redacted]     2              Cell phone 11/16/2015         2:12 PM                [redacted]     4.3          Work 11/17/2015         3:36 PM                [redacted]     0.8          Work 11/18/2015         9:08 AM               [redacted]     1.9          Work 11/20/2015         4:16 PM                [redacted]     2              Cell phone 11/20/2015         4:53 PM                [redacted]     0.9          Work 11/20/2015         5:16 PM                [redacted]     1              Cell phone 11/23/2015         8:57 AM               [redacted]     0.1          Work 11/23/2015         8:59 AM               [redacted]     2.8          Work 11/23/2015         9:04 AM               [redacted]     0.1          Work   Technician Communication via text (screen shots available) 10-23 – Provided model number and request 10/28 – 2 calls back to back 11/3 Notification that repair was not correct 11/13 - Requested update no response 11/16 – Requested update no response Technician called on the 19th to offer an opportunity to finish completing repair free of charge (offered to replace the temp sensor since I had already had to replace fan motor myself). During this call the technician even indicated that he did not approve of business owner speaking to another one of his clients this way. I agreed with technician indicating he could come out Monday or Tuesday of the preceding week. Technician was a no call no show for both the 21st and 22nd. I texted Technician on the 23rd indicating that a visit was no longer warranted.     “Friday he called again at 4.58 pm,, the call lasted 5 minutes, the parts house closes at 5” Response – Yet again the business owners version of the timeline is inaccurate. Call log above affirms call was placed on 4:16 on the 20th (checking on status) and again at 4:53 just before 5 assuming business owner had spoken to parts house.  Calls placed 17th and 18th occurred because conversation on the 16th business owner indicated to call him back on the 17th and again on the 17th he stated to call again on the 18th “after awhile the technition quit answering his harrassing calls and texts since it was interfering with his work, at this time he finally started to call the company phone number and harrass me nearly daily about the part” and “The tech tried to get hold of the customer for the next 2 weeks to install the additional part, but he didn't answer or acknowledge the messages.: Response: Proven inaccurate by above call log. Please provide appropriate documentation to sustain this argument “his own complaint shows that he called the company over 5 times in less than 3 weeks (which is wrong since he called and texted [redacted] over 7 times from the 4th to the 11th befor calling the company line) even using his "altered" version he called at least 7 times in 3 weeks, subtracting the weekends and keeping in mind back orders take 7 to 10 days to get, that's every working day!!” Response: The majority of calls were made because each time business owner stated that he needed to check with parts house and to call him back. I have provided accurate and thorough phone records and will happily submit them with the respective company letterheads to affirm authenticity. In conclusion the language to describe the course of events is coincidentally similar to another compliant on file with the Revdex.com.  While the expectation was not the business owner could “control” the course of events. What was expected was a common sense approach to conducting business in a professional and courteous manner. Had the business owner simply followed up as promised on multiple occasions with a “parts house update” instead of asking the customer to follow up with him additional calls would not have been warranted. The business owners assessment of customer relations is grossly erroneous. The reality is the customer was still out $256.81 and now hours of his time for a repair that was left incomplete. The business owner’s negligence in this matter is professed in the appalling 6 weeks it took for him to address these significant issues. This fact alone proves the customers argument that the owner lacked the capacity to follow up in a timely manner.  I will hold you responsible for what you could control and that was your tone and actions. In reading your response that is riddled with spelling errors it is clear you do not take this seriously. I am not a person who is irrational nor unreasonable in fact I have a doctorate degree and conduct myself professionally in all instances. Ask yourself would a customer spend this quantity of time on a customer service issue that was not significant?  Customers should not be expected to tolerate such inattentive service. Business owners like this exist and prey on customers who may not speak out against these service atrocities.   The issue remains unresolved and will remain so until a full refund of $256.81 monies occurs. Customer will follow up with the Revdex.com to discuss mediation options. Additional action including but not limited to arbitration with consumer protection division of the Kentucky Attorney General office may also be sought out. Should this need to occur additional damages for time will be assessed.  
Regards,
[redacted]

Response:the original complaint was that the oven would shut off after 1 or 2 minutes without starting to heat, the code indicated a sensor failure so technition arived with both sensor and computer board since standard practice is to replace both. 2 or 3 days later the technition informed...

me Mr. [redacted] had texted him with another complaint. Now that the oven was not cutting off he determined that the convection fan motor was not running to speed which keeps the "speed preheat" from working. we were going to replace the fan motor for just the cost of the additional part. The part was on nationwide factory back order and chinese companies ship by container ship, This was told to Mr. [redacted], and he was informed as soon as we got the part we would call him to schedule the repair, he was also told that the oven would work properly in bake mode, he just would have to wait 20 to 25 minutes for it to preheat as a normal oven does. From this point on he continually called us every day or so to demand we "get the part now", he was rude and abusive continually harrasing us as if we had a choice in this mater. He was told on numerous occasions that we check on our backorders DAILY and we would call him as soon as we got it. after awhile the technition quit answering his harrassing calls and texts since it was interfering with his work, at this time he finally started to call the company phone number and harrass me nearly daily about the part, he was informed on numerous occasions that I do not own Samsung or the parts house and that all we could do is wait for the part to be made avaiable by the manucaturer. I told him on monday the 16th that the eta was friday the 20th and to call me by 2pm friday if he had not heard from us by then...he did call 3 more times befor friday. Friday he called again at 4.58 pm,, the call lasted 5 minutes, the parts house closes at 5, AND, I was in a customers house. 10 minutes later he called back, I was unable to answer the phone having both hands in a front load washer.the message left at that time was rude, offensive, and unreasonable. His part actually did arive on the 20th, the parts house did not process it till saturday, on monday I called Mr. [redacted]s and never got to tell him we now had the part, he imediately went into a tirade, I did raise my voice twice trying to get a word in, but he just continued to tell me what he was going to make us do, so I just said "sue me" and hung up since there was no conversation, just yelling at me! The tech tried to get hold of the customer for the next 2 weeks to install the additional part, but he didn't answer or acknowledge the messages. when he finally answered the phone [redacted] was told that he had gotten the part and installed it himself the 24th. (the parts house had gotten more than 1 being a "fast moving" part) He wants to hold us responsible for what we have no control over, he was NEVER addressed with derogatory language, his own complaint shows that he called the company over 5 times in less than 3 weeks (which is wrong since he called and texted [redacted] over 7 times from the 4th to the 11th befor calling the company line) even using his "altered" version he called at least 7 times in 3 weeks, subtracting the weekends and keeping in mind back orders take 7 to 10 days to get, that's every working day!! As soon as the part was actually available, he did it himself, the only inapropriate actions in this mater was the actions of the customer.Sent on: 12/27/2015 11:56:40 AM

Response:
we went out on a complaint of a kenmore washer not spinning, found a broken drive coupler, replaced bad part, then put it in spin, at this time the unit seemed to work properly. The next afternoon we recieved a complaint of a "burning smell" when using the unit. we returned the next day...

and found no smell or noise when checking out unit. A day later we recieved another complaint of a "burning smell" and that now it was also making noise. we went out the following day and this time it was indeed making a noise, a thumping, jerking kinda thing which had pulled off a capacitor wire which kept it from going into spin cycle. we put on 4 to 5 hundred couplers a year (being a common part to go bad) the replacement part is an upgraded, stronger part than the production part. This part conects the motor to the transmission. Once every year or two you find one that is broken from something other than just normal wear and use. that's 1 out of every 4 to 8 hundred or so, less than a quarter of 1%. there is NO way to check the transmission other than to replace the coupler and run the unit. this unit checked out ok, but with a full load of laundry the motor heated up trying to run the dragging transmission. by the second return trip the transmission had gotten worse and was showing the problem when empty. The customer had done several loads after the initial visit, and we explained that the original repair was caused by a bad transmission and to find that out the transmission had to be engaged. NO other company could have done anything different, we regret that there was further problems deeper into the unit, but we do not warrantee parts not installed by us, the cost of that transmission is $195, we offered to replace it for the cost of the additional part plus tax. we tried to explain that the "burning smell" is the smell of an overheating motor trying to run a dragging transmission and if the motor had actually burned, it would only have done that one time and would not run again.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
I disagree with the business answer, simply because the transmission was working find until the the repairman replaced that one part. there's no way that the transmission on that washer would all of a sudden just go bad after the repair guy replaced that one part. It was a fault that the repair guy lefted the plug of of the motor which cause it to have the burning smell the first time, the repair guy said that he forgot to plug up the plug into the motor beacause the washer was dimming the electrical lights in the house. I totally disagree with response. Why would I pay them another $195.00 when I paid them $164.00 for the first service. I'm still finding pieces from under the washer that I don't even know weather they come from the repairs that he made or if they're pieces from something else going on. Looks like lil plastic pieces.