Accredited Appliance of Phoenix

Thank you for giving me an opportunity to respond to Ms. Wilson’s complaint.  My response is attached. I trust this answers any questions.  We have been members of the Revdex.com since we began doing business more than 20 years ago and always take care of our customers, as you know. ...

Should you need further assistance please contact me. Regards, Kathy J[redacted] Accredited Appliance ###-###-####

Thank you for giving me an opportunity to respond to Ms. Wilson’s complaint.  My response is attached. I trust this answers any questions.  We have been members of the Revdex.com since we began doing business more than 20 years ago and always take care of our customers, as you know. ...

Should you need further assistance please contact me. Regards, Kathy J[redacted] Accredited Appliance ###-###-####

Thank you for giving us an opportunity to respond to Ms. [redacted]’s complaint. As you are aware, we strive for 100% customer satisfaction.

sans-serif;">  Please find our response attached.
 
Regards,
 
Kathy S[redacted]
Public Relations Manager

I called this company this morning as my dishwasher quit working and I have a big party tomorrow. They advertise on TOFIXIT.COM and proudly promise 'same day service'. I explained the problem, gave them details on the dishwasher, address, contact name and number. They assured me they would be by today, this afternoon latest. It is now 6:30PM and there of course is no answer at their business number, you cannot even leave a message!
The lack of ethics promoting same day service and wasting my entire day, not even bothering with a courtesy call, speaks volumes about this company.
With all the choices of appliance repair companies I would highly recommend NOT using this company and would hope Revdex.com lowers their customer rating.

Revdex.com
4428 N. 12th St.

0.0001pt;">Phoenix, AZ 85014
RE: [redacted]
Dear Dispute Resolution Consultant,
Thank you for giving us the opportunity to respond to Mr. [redacted]   
Attached please find my response.
Regards,
Kathy S[redacted]
Accredited Appliance

We share your dissatisfaction with the length of time which it has taken to repair this unit.  Our technician has replaced the motor, motor control board, interface board and main power board at no additional charge to you.  We have replaced more parts than what was originally assessed, in order to make certain that your unit will work properly.  We don’t manufacturer the parts; we are at the mercy of the parts houses which are shipping to us with regard to the time frame.

We do not expect any further problems, but if any do arise, please notify us immediately. 

If I can further assist you, it would be my pleasure to do so.

 

Sincerely,

Public Relations Specialist

Accredited Appliance

Dispute Resolution Consultant
Revdex.com of Central/Northern Arizona
4428 N. 12th St.
Phoenix, AZ  85014
RE:  Complaint #[redacted]
 
Dear Lynn,
 
As stated in the prior response, our company does not do temporary fixes, we repair properly and warranty our repairs for 1 year.   With that being said a drain heater is a permanent fix to a possible reoccurring problem.
You have a brand new ice maker in your refrigerator which you did need & did approve.  Our company strives for 100% satisfaction with every customer to prove our sincerity, we are refunding $88.62 which is price matching the quote you received from Sears.
 
This should clear up any confusion as it proves that we are a fair and honest company.
 
Sincerely,
 
Kathy S[redacted]

I ordered a Viking refrigerator door on March 23, 2016. I paid $1,527.74 in full on my American express card. They keep telling me it is on back order since March 23,2016. It is now June 27, 2016 and no refrigerator door.

We have a Bosch dishwasher and had Accredited Appliance come to see what the problem was and we had a new pump installed. Two weeks later we had the same issue. We reschedule visit on a Saturday because we both worked. Set up the appointment for as early as possible. I was told no problem. I received a call from Richard who said he was on an installation and that he would probably be closer to 12:00 pm. Be 12:50 we received a phone call that Richard had k Ickes on the door but did not bother to ring the doorbell waited for 10 minutes and left to his next appointment. The whole day was shot with no apologies but the next week I received five phone calls wanted to reschedule my appointment. Never in my life have I been treated worse. I would never recommend this service again.

Great service, fixed problem right away. No issues. Thank you

Re: Invoice #[redacted]

We always regret reading comments from unhappy customers, and yours was no exception.  We know that listening to our customers is critical to our continued success, and we appreciate the opportunity to do whatever we can to resolve this issue to your complete...

satisfaction.  

 

Having to wait for parts is an ongoing frustration for customers and service providers alike throughout the appliance repair business industry.  We keep copious notes in these situations, as customers are not happy when parts are delayed. We are completely at the mercy of the parts houses, and it is as big a frustration for us as for you.  Here is the timeline as we have noted:

January 30 – part first ordered; estimated time of arrival Feb. 18-28, customer made aware

February 6- parts house gave us a new ETA of April 8-15, customer updated at 1:50 p.m.

April 13 - parts house updated the ETA April 21-May 8; left message on your phone 12:44 p.m.

April 22 – we received an email from you at 12:56; called to inform you part was due April 25

April 23 – customer had rep from “[redacted]” call our office to get eta, speaking with our rep, [redacted], who informed him of the April 25 expected delivery

 

There was no mention from our office of a May due date at any time, and there are not three mother boards involved in this unit.  The [redacted] board was first replaced, which did not take care of the problem.  An estimate was given of $389.41; you had made a deposit of $150.00, leaving a balance due of $239.41.   As a part of our ongoing commitment to all our customers for more than the past 25 years, we warranty our work for one year from the time of installation.  This warranty is far above industry standards and is longer than the manufacturer of the part warranties it.   We do this because nothing is more important to us than our customers’ satisfaction.  We are installing the needed [redacted] board at no additional cost to you, but you will owe the balance due of $239.41, which is part of the original repair cost.  Our warranty does not cover the expense or inconvenience of doing laundry offsite.  

 

We share your dissatisfaction with the length of time which it has taken to obtain this part.  We do not manufacture nor ship the part.  We do business with all parts houses across the country and around the world when necessary.  Our dissatisfaction, in this case, is with the manufacturer.  If there were a faster way to get this part, we would have done it.  We have done and will continue to do whatever we can to make sure your washer is back to working condition ASAP.

 

If I can further assist you, it would be my pleasure to do so.

 

Sincerely,

 

 

I called them to fix my washer door - they came out; I agreed to pay the fee which gets applied to the repair. They told me it would take a month to get the part - after about 5 weeks, they called and said they were still searching for the part. After another few weeks, they called and said the part was no longer available anywhere. They still charged me for the service call even though it was not my fault that they couldn't get the part. In my opinion, good customer service would be for the business to take the loss, not the customer. I did not break my end of the service contract, Accredited Appliance broke the contract.

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,

I originally called on Aug.10th  for the issue of my refrig leaking water for approx. two wks.  I mentioned that I would like for him to look at my ice maker that had been out for approx. 6 months.  You stated he tested the unit after repair for leaking.  Well the refrig was not leaking constantly to begin with but periodically.  He had it unplugged, cleared the ice and said to leave it unplugged for at least 24 hours.  Of course it wasn't leaking.  It must have thawed enough that after I plugged it in the drain plug took one mo to build back up.  Bob never mention there was a temporary fix and a permanent fix.  I declined the only fix he recommended because I was not willing to be ripped off again.  It is amazing because the other company clear the drain with hot water in Sept 15 and I have not had a problem since.  A pretty perm fix according to me. The cost was cost was $69.00. Bob is quite the salesman!  Telling me that my $2400.00 [redacted] is a throw away unit. (It is only two years old). As for your warranty, it is no good when your tech does not diagnose the issue correctly!  This is his expertise and I expected an honest diagnosis.  He could have ran water down the drain but never offered.  He said the ice maker WAS the issue. I didn't care about the ice maker.   He said that was the problem.  You never heard back from me until I was sure that the drain was cleared and I had no problems.  The fact that I was taken advantage of was not going to go unnoticed.   I am tied of companies claiming to maintain a good reputation, honesty, competence.   In my eyes your company offers none of these.  As for your offer for 15%off future service, seriously that is an insult. I have found a company that is honest and fair.  So no thank you for the offer and I will spread the word regarding your company. 
By the way, as a testament to MY honesty when your tech called and said he left behind his tool belt I returned it

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.
 

Thank you for your quick response to our complaint regarding Guaranteed Appliance, Inc.  We are providing you with of list of communication we have had with this company since we have contacted you regarding the repair of the washing machine.

Sadly the washing machine is still not repaired.  Hoping this matter will be resolved soon.

Chris arrived promptly, diagnosed the refrigerator problem and fixed it quickly and efficiently. My refrigerator has never worked better so my thanks to Chris.

This service call was ridiculously a rip-off. I was told the repair would be more than what I paid for the range. I had read where the top can be lifted and cleaned however, this gentleman told me all services usually just replace the entire range. He then tried to tell me to use some strong cleaner and the burning is underneath the glass. For the exhorbitant price of $69.95 service call and a quote to fix it would be $593.05. How can they stay in business?

We always regret when we have an unhappy customer, and you are no exception.

We do charge a service call to look at an appliance.  The cost of the service call covers the trip out to your home, the diagnosis, and the estimate for repairs.  It is not for any work which is or is...

not done to the unit, and you were not charged for anything except the service call.  That service call is always waived when repairs are done.  It takes a great deal of experience to diagnose the problem with most appliances.  Our technicians are continually going to classes to stay up on new features, new products and new methods of repair.  

A diagnosis is not something which can be properly done over the phone.  The customer service representatives in our office book the calls, but they are not trained to assess the problem.  That is what the technician does when he comes out to your home.   We never provide a diagnosis over the phone, because it would simply be a guess. Our 25 years of experience has clearly demonstrated that it would not be accurate or prudent for us to do so.   Our technicians are sometimes quick in their diagnosis.  They do this work every day, usually ten hours a day, six days a week, and they have years of experience.  They know exactly what to look for.  They are also very good about telling people whether or not they feel the cost of repairs is worth the investment in their unit, or if buying new would be more cost effective.  

I hope this answers your concern.  If I can further assist you, it would be my pleasure to do so.

Public Relations Specialist

Please see our response attached.
 
Thank you,
Accredited Appliance
John K[redacted]

In the hope of resolving this issue to your satisfaction, we would like to offer you a refund of $7.00, 10% of the service call fee you have paid.  Any time a business is contracted to come to your home and provide a service, in this case, a diagnosis and estimate of repairs, it is certainly reasonable to expect there will be a charge for that trip.  This is not designed as a profitable venture, but only covers gas and travel time spent by the technician.  

It has been our goal and intent for the past 25 years we have been in business in the Valley to offer a fair service for a fair price, and our customers are highly valued.  We would welcome the opportunity to service your home in the future and to provide you with the positive experience that doing business with our company should be.

Sincerely,

Public Relations Specialist