Accord Appliance Repair

Good morningI am sorry for the bad service, this customer thinks they have been getting The customer is correct, we have been to this house four times, however, it was not always the same problem We are currently scheduled to go out and replace the compressor again on this unitIf it fails, it is up to the home warranty, American Home Shield This customer has not paid any money to us, they have paid a service fee to their home warranty and according to their policy, our company is to repair the unit as many times as it takes, before it can be deemed unrepairable We are not the company who can give a replacement on the unit, it is up to American Home ShieldThank you

Initial Business Response / [redacted] (1000, 5, 2016/05/24) */ [redacted] , it is Accords' desire to be expedient in the completion of repairs to customers unitI will be meeting with technician that was involved in the last repair effortWe had another technician that had been out on the initial visit that had not seemed to adequately resolve issues of concernIt was decided to send a different technician for reasons of expediencyThere was a parts issue as far as obtaining correct parts, model/serial numbers don't always facilitate correct parts first time as there are supercessions that are erroneous from the parts suppliers/manufacturers beyond the control of AccordResponses to customer were not lies, no reason to give informationWe are scheduled to return to this customer on 5/Please note almost all information is proprietary to the service provider we service and not readily exchangeable with the customer, service provider, in this case is AHSThe customer is a AHS customerWe will strive to give better service to [redacted] given the parameters mentionedPlease know that often times the schedules we offer aren't convenient to customer and that providing a better appointment as per customer desires will often times drags out the repair timeI will look forward to your response, [redacted] E [redacted] manager Accord Appliance

In regards to this customer, he is not correct on any of his complaint First of all, we only sent two technicians to as this problem, the first tech could not open the cook top, so we assigned a different technicianThe second time we out, we did install parts and the tech told the customer to NOT use the unit, until he could get the proper screws The customer did not listen and when he turned on one of the burners, the units glass top shatteredThere were no pieces flying, because we have seen pictures and have gone back to the home The glass top only shattered After this had happened, the customer went out and bought a new cook top He called us and his home warranty trying to get the unit replaced, but he already had a new unit This customer has called us every day harassing our office staff as well as verbally abusive We have declined, along with his home warranty any repairs to this unitthank you

In regards to this customer Our technician never damaged any door on this unit We have been working on this refrigerator since July and never once did we get a complaint about a door unit, until two months later!The last time we went to this house was on 9/8/and installed a fan motor and control board, there was never any issues or complaints about the door when we were there The unit was working and has been working properly since September The customer called a month later and stated there was damage done to her door, however, she never supplied us with pictures and there was no issues at the time of serviceThere is no repairs for us to makeThank you

In regards to this customer. There are no notes regarding any kind of problem or improper installation. All our technicians are to report any kind of improper installations before they do any repairs. Our technicians would not install a part if they knew that the unit was
improperly installed. We have never received any calls from this customer, nor do we have any guys answering our phones. We have two dispatchers who are female and are the only people answering our phonesThank you

We have no records of any pictures. I am sorry for any stress that we may have caused but you did sign the waiver and there is nothing further we can do. Thank you

Good morning. In response to this complaint.  This customer has repeatedly called us everyday berating us and our company.  We went to this house twice, the first time out there we replaced the compressor and there was no leak when the technician left.  We got a phone call from the...

customer two months later, stating that we damaged her floors.  We gave this report to the technicians insurance company and this customer was contacted yesterday. We have no idea what happens next, it is in the hands of our insurance. Thank you.

Initial Business Response /* (1000, 5, 2015/09/25) */
I apologize for any mis communication or for making this issue last longer than it should have. We are a contracted company for AHS and have been for 15 years. We always collect money and give reports to them on a daily basis. If there is no...

access provided to the unit and no possible way to diagnosis, then this has to be reported to AHS. we are contracted through them and this service fee has gone to them, we can not refund her.
Thank you.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Bear in mind this whole process with Accord Appliance cost us 6 weeks without a washing machine or oven. Sears as the second opinion company came out, diagnosed the problem, had the service ability to fix the appliances, had the staff and the equipment to complete the job.
To say that Accord Appliance is misstating the facts is a gross understatement. They are flat out lying. We had two broken appliances, a GE wall double oven that slides in and out freely if you have the staff and a proper cart to do so and a Samsung washing machine that is in an open laundry room with easy open access.
It all started when they came out and supposedly diagnosed and identified the problem with the washer, took pictures of the disassembled washing machine and stated they would be back. The same service person looked at the oven and said it had a bad power board after he "said" he called GE tech service to verify but he did not have a second person and did not have the cart to slide the oven out onto. He said he would submit the claims, order the parts and then be back to service the appliances
He never came back. We received a letter from American Home Shield that said the claim was denied because the oven was enclosed in tile and that the washing machine was in too small of a room to work on it and inaccessible. They lied; there is not one square inch of tile in our kitchen. The oven which I can send pictures is in wood cabinetry and the washing machine sits in a large laundry room wherein their serviceman pulled the machine away from the wall and disassembled the washing machine himself and took internal pictures. AHS also called my house informing us of the denial and embarrassed my wife but literally calling her a liar when my wife said there was no tile and the washing machine had already been opened in the room that was inaccessible
I called Accord Appliance and complained, the staff read the report back to me and I said that was not correct. Their answer was that was what their serviceman documented. Two days later another service person showed up to diagnosis the oven -again. I asked where is the second person to help you and where is the special cart? He said not to worry he could fix the ovens as the first serviceman had no idea what he was doing. He looked at the oven, tried to call GE tech service but could not get through (I found out from the serviceman himself that Accord Appliance had not paid their fees to GE tech services so GE had cut them off). I then asked him about repairing the washing machine and he said he had no idea as to what I was talking about; he was here to fix the ovens.
Their serviceman said no problem in repairing the ovens because he knew what the problem was but he would have to come back with another person to pull the oven. I called Accord Appliance and told them they were through. It had been three weeks already, they lied to the warranty company, could not diagnose or repair the problem and did not even know how many people were needed to do the jobs.
The next day the original serviceman showed up to fix the washing machine but had no parts to fix it with and was going to have to look at it again. He was also going to take another look at the oven. There is/was something seriously wrong with all of this. My take on it was that they were trying to shake me down and skirt the warranty company, but that is just me. I called Accord Appliance and told them they were fired.
I then called AHS who was still under the impression that the oven was encased in tile and the washing machine was inaccessible. I asked AHS what I could do. They stated that I could have a second opinion and that I would have to pay for the second opinion if the situation was as described by Accord Appliance. After another two week lead schedule pause, Sears came out, diagnosed both problems and began the repairs but parts had to be ordered and the two week scheduling issue again occurred. Bottom line is that Sears fixed the problem, had no access problems and that Accord Appliance is more than incompetent, and seem to be more than a little on the shady side. Sears also came with two people for the oven with the required cart. Sears sent a separate serviceman to repair the washing machine.
No accord Appliance did not do their job! They performed no services except to drive to our home. They lied to the warranty company, embarrassed my wife with their lies to AHS, and were totally incompetent and downright sleazy.

I am rejecting this response because:
The business is lying with most of the information presented.Please ask them to provide proof of everything they have said.Accord Appliance never came back to as the damage after the glasstop had shattered.  I only sent them pictures via email.Also they said that we turned on the unit after they left.  That is also false information.  We never turned on the stove top after the technician left.Also they stated that the Warranty company wouldn't pay for a replacement.  That is true, but they did pay for the repair damages and the issue is not settled and closed as far as the Warranty company is concerned.We have already bought a new stovetop and are very happy.  Our Warranty Company stated how poor Accord Appliance handled it that they had to reassign to a different Appliance Repair company who came out right away and diagnosed the stovetop and was able to rectify the issue with the warranty company.  Unfortunately, Accord Appliance is lying about the facts because they are a company of poor standards and dont like accepting responsibility for mistakes they make.  Hopefully, I don't have to deal with them again.  Its sad when the warranty company had reassign this to another company because their technicians and staff don't know how to handle a simple stovetop issue.  Thank god it got reassigned and handled, otherwise i'd still be without a working stovetop!

Good morning. I am sorry for the bad service, this customer thinks they have been getting.  The customer is correct, we have been to this house four times, however, it was not always the same problem.  We are currently scheduled to go out and replace the compressor again on this unit. If...

it fails, it is up to the home warranty, American Home Shield.  This customer has not paid any money to us, they have paid a service fee to their home warranty and according to their policy, our company is to repair the unit as many times as it takes, before it can be deemed unrepairable.  We are not the company who can give a replacement on the unit, it is up to American Home Shield. Thank you.

I am rejecting this response because this is absolutely untrue. I reported the damage immediately and sent pictures at least three times. They kept putting me off and I expected American Home Shield to do something and they didn't, so it was back to
Accord again. Funny they never mentioned that I had signed a waiver without knowing it. I have nothing more to say about this matter. I'm an elderly person (86) and don't need this kind of stress. I just hate being taken advantage of at this time of my life.

In regards to this customer, he is not correct on any of his complaint.  First of all, we only sent two technicians to as this problem, the first tech could not open the cook top, so we assigned a different technician. The second time we out, we did install parts and the tech told the...

customer to NOT use the unit, until he could get the proper screws.  The customer did not listen and when he turned on one of the burners, the units glass top shattered. There were no pieces flying, because we have seen pictures and have gone back to the home.  The glass top only shattered.  After this had happened, the customer went out and bought a new cook top.  He called us and his home warranty trying to get the unit replaced, but he already had a new unit.  This customer has called us every day harassing our office staff as well as verbally abusive.  We have declined, along with his home warranty any repairs to this unit. thank you.

Initial Business Response /* (1000, 5, 2016/05/24) */
[redacted], it is Accords' desire to be expedient in the completion of repairs to customers unit. I will be meeting with technician that was involved in the last repair effort. We had another technician that had been out on the initial visit that...

had not seemed to adequately resolve issues of concern. It was decided to send a different technician for reasons of expediency. There was a parts issue as far as obtaining correct parts, model/serial numbers don't always facilitate correct parts first time as there are supercessions that are erroneous from the parts suppliers/manufacturers beyond the control of Accord. Responses to customer were not lies, no reason to give false information. We are scheduled to return to this customer on 5/24. Please note almost all information is proprietary to the service provider we service and not readily exchangeable with the customer, service provider, in this case is AHS. The customer is a AHS customer. We will strive to give better service to [redacted] given the parameters mentioned. Please know that often times the schedules we offer aren't convenient to customer and that providing a better appointment as per customer desires will often times drags out the repair time. I will look forward to your response, [redacted] E [redacted] manager Accord Appliance

In regards to this rejection, our company is NOT lying.  He is correct, we never went back after the glass shattered, however, the only that they stove top could shatter was by turning it on. The customer forgot to mention that the technician told him to not turn on the stove.  He did not listen, which caused the unit to shatter, by turning it on the heat caused the unit to shatter.  There was never any pieces flying anywhere like he stated, because again the stove top shattered.   In regards to American Home Shield, their home warranty.  They did give them money for a new stove top, however, he cheated them, because he has already bought a new stove top! We have been working with American Home Shield for over 10 years and we have a very great business relationship.  If they did not like our service, they would fire us. This man has harassed our company and verbally abused our office staff, as well as our technicians, we were very happy to not go back to his home. Thank you.

In regards to this customer.  Our technician never damaged any door on this unit.  We have been working on this refrigerator since July and never once did we get a complaint about a door unit, until two months later!The last time we went to this house was on 9/8/17 and installed a fan...

motor and control board, there was never any issues or complaints about the door when we were there.  The unit was working and has been working properly since September.  The customer called a month later and stated there was damage done to her door, however, she never supplied us with pictures and there was no issues at the time of service. There is no repairs for us to make. Thank you.