Accredited Appliance of Phoenix

I would not ever recommend your company be cause you are the biggest rip off I have seen in my life.you say one thing and expect the customer to beleive it and when you can not fix the appliance in a reasonable time which one month and a half is not reasonable at all and the customer decides to cancell the work you dont hold up to your end of bargain of the service charge being refunded and after paying the full amount of the entire cost to make the repair not all of the total paid was refunded you stink

Review: I called this business regarding a problem with my washing machine. Two men came to my house on Saturday, 4/27/2013 and, after 5 minutes, told me that the problem was with my electrical, not the machine. They then proceeded to unplug the machine, plug it back in, and declared it fixed. They did absolutely no diagnostic work. In fact, they did no work at all. They did, however, present me with a bill for $105.99. When I became incredulous about the amount, I was told, in a very cavalier manner, that it was "better than Sears". After they left, I continued to have the same problem until I found an appliance repairman on [redacted], which I joined after my unhappy experience with Accredited Appliance. My new repairman spent 45 minutes working on the machine, took it apart, cleaned the contacts, and FIXED it for a total bill of $76.50. I would be happy to supply copies of both invoices if required.Desired Settlement: I was amazed at the attitude of the two men who came to my house and further, that they had the audacity to charge me $106 for unplugging my machine, then plugging it back in. I completed a survey I received, expressing my dissatisfaction, and received a follow-up call, on my voicemail, from Accredited Appliance telling me they wanted to send a repair person to remedy the situation. I did not respond to the phone call because I feel as though I would have gone through exactly the same scenario with this unscrupulous business practice, deciding instead, to not throw good money after bad. I'd also like my review to be made part of the consumer Revdex.com review page so no one else has the same unhappy experience with this company,

Business

Response:

It was difficult to read the narrative of your experience with our company on April 27, 2013. A failure of this magnitude is absolutely not typical of the service we have provided in the Valley for more than twenty-five years. We know that listening to constructive comments from our customers is critical to our continued success, and it gives us an opportunity to do everything in our power to resolve the issue. Let me begin by offering our most sincere and heartfelt apologies for the sub-standard treatment you received. We will be issuing a full refund of your entire payment in the amount of $105.99. You had every reason to expect us to arrive and properly resolve the problem with your washer. It is certainly understandable that you are unhappy that we did not. The rude answer you received from our technician is neither supported nor tolerated by Accredited Appliance. Our company performs random and frequent surveys of our customers to be certain that they are as satisfied as we believe they are. We want every customer to have a positive experience with us. Your case is an isolated one, and we are taking it very seriously. Our good reputation depends upon our high standards of customer service.We welcome the opportunity in the future to send a different and highly skilled technician to your home to better demonstrate the standards of expertise and quality, which have been the guidelines on which we have built our success over the past decades. Our goal is 100% customer satisfaction. In keeping with that goal, we noted your account “one free service call” for future use in hopes of regaining your confidence. This will be valid through June 30, 2014.If I can further assist you, it would be my pleasure to do so.Sincerely,[redacted]Customer Service Manager

My maytag washer was not working. I contacted Accredited Appliance because they had a five star rateing. The next day a tech came out, messed with the washer for a couple of minutes, then he came back in and told us that it needed a new pump assembly and would cost 441.00. We told him no because we felt that the cost was too high. I looked on line later that evening and found a new pump for 98.00 I then called another repair facility, they said they would do the repair for 200.00 The tech came out the next day and after doing a thourogh inspecttion he found a quarter was stuck in the pump, it cost me 90.00 Accredited Appliance never did any ispection and tried to charge me four times the ammount for a part I did not need.

An excellent job was done.

Review: I called regarding my refrigerator leaking water under the fridge. On 8-10-15 a technician (bob) came out and said it was leaking because my ice maker was not working. (The ice maker had not been working for 6 months. The leaking was only happening for approx. 2 weeks). I hesitantly agreed to replace the ice maker and paid $313.62. A couple days later the fridge was leaking. I called and notified them that the fridge was leaking and I also said I was concerned that I was overcharged for the ice maker. ( I had called other companies sears was one and that said it was $225.00). They said the manager would have to call me regarding the pricing complaint. It took one week. (POOR Customer service) Bob came back out and said I needed a aux drain heater for $201.65. When I asked why he didn't diagnose it correctly the first time, he said well it could have been several reasons for the leak. (He never told me that the first visit. It was definitely the ice maker). I refused his offer to install that part. I did receive a letter from Accredited regarding my concern about pricing and it stated they charge "under" National Price Guide. Their excuse for higher than Sears was the extended warranty on parts and labor... for the item installed. No warranty that the diagnoses is correct!! The letter also states they have 25 years of success in the Valley is a testimony to their competence, fairness and exemplary customer service. I called Elite Appliance repair to come out. He cleared out the drain line with hot water and removed the ice build up. (He had been in the business one year) TOTAL $69.00. As you can see by no means was Bob (who said he had 30 years experience) competent, fair or honest. He was replacing items I didn't need to get $$$. He came back and wanted to install another part that was not needed. All he had to do was run hot water down the drain line the first time. Which I later learned on [redacted].Desired Settlement: I want a full refund. I feel I was taken advantage of. I not only was sold a part I did not need for the reason he came out but he returned and tried to sell me another part I didn't need. If I would have allowed it, it would have been a $516.00 repair that was done by another company for $ 69.00. Sure it may have worked but so did the "free" hot water.

Now I wonder if my entire ice maker really needed replacing or if it could have been repaired.

Business

Response:

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 ###-###-####

Consumer

Response:

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

Business

Response:

Dispute Resolution ConsultantRevdex.com of Central/Northern Arizona4428 N. 12th St.Phoenix, AZ 85014RE: 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]

Review: When I called to make an appointment I asked what the cost of the initial service call would be, since it was not listed on the sight I found them on. I was informed there was a charge of $69.95 that would be applied to any LABOR or PARTS. When asked what the problem was I told them when the machine was on the spin cycle it sounded like a plane was taking off. Today, when the service man showed up, upon opening the front door and walking 10 feet to my washer, he quoted what I had told the lady when I called for the appointment "it sounds like a plane is taking off"? then opened the front door of the wash machine. He pushed on the drum (LABOR??) and immediately told me the cost to repair would be the same as a new machine. He said the sound is the drum beginning to separate and that this is common in the older machines. He literally was not in my home for 3 minutes before making that determination. I questioned the $69.95 charge when he was not in my home 3 minutes, front door to determination of problem, provided no parts and what was the labor, opening the machine door and pushing on the drum? I called his office to find out if I could pay less (half) since it was pretty obvious that before they even came out they had a pretty good idea this would be the case and never shared that information. Especially since they asked me the make, model and year purchased and about the noise. I feel they could have explained the probability of the problem and they could have explained to me over the phone that the service to determine this could take less than 5 minutes and still cost me $69.95. Instead they provided me with nothing but 3 wasted minutes of their time and my money. EXTREMELY POOR CUSTOMER SERVICE and they were not even willing to try and work with me on the cost. Instead they took me for $70 that could have gone towards my new machine, if they knew that would probably be the outcome.Desired Settlement: I feel they knew from my initial call what the problem probably was. They could have informed me that given the information I provided, it might be that the drum was separating, AND to fix it could cost as much as a new machine AND that in 1 min. they could make that determination, AND I would be charged $69.95. I was not provided that and feel I was RIPPED OFF! No parts, no labor, only a push on the drum and 3 minutes - I think it would be fair to pay half ($35.00) for gas and the 3 minutes.

Business

Response:

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

Consumer

Response:

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,

Business

Response:

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

Excellent service. Will definitely use this company again. Service technician was experienced, polite and very efficient.

On 7/29/13, we were charged $348.05 for 30 minutes of labor to replace a thermostat, and defrost heater and assembly bracket on our refrigerator. Afterwards, I learned the price of the kit was only $29.99 from various online websites. We are utterly appalled at this type price gauging and the technician ([redacted])was very hesitant to answer any questions I had about the repair, especially the price of the parts. The top of the invoice says the name of the company is "Guaranteed Appliance, Inc."., but the actual company name is Accredited Appliance of Phoenix, Inc.

Review: On 05JAN2016 a repair person was sent to my home to address a repair problem with my washing machine. His name was Allen. Allen damaged my washing machine and baseboard while trying to determine what the problem was. I felt very uncomfortable with his behavior and declined the repair since he did not seem sure about the solution. Another technician was sent on 09JAN2016 by the name of Mike. Mike showed up and said a new timer would be needed, possible 2 other parts. Mike was supposed to come back on 14JAN2016 but did not show up because the dispatcher had entered the date wrong so said Kathy J[redacted] the O/M. On 15JAN2016 Mike came back with only 1 part not 3 like said…and said he could not fix it. (4th time). He said Richard would be the one to make the repair. Richard came 3 times and did his best to make the repair…said the diagnosis was something else. He also took photos of the damage Allen caused on 05JAN2016 and said he would give them to John K[redacted]or review. I did receive a $245 refund for the part but DID NOT receive a refund for the $69.95 service call on 05JAN2016. I wanted my $69.95 back for the service call because of the damage as well as the aggravation for the inconvenience to me. Six service calls plus 1 no-shows and damage of which John and Marguerite K[redacted] have pictures to prove it?! I was told by Kathy J[redacted] that I would have to deal with the repairman's insurance company. Allen was their representative that came to my house, caused the problem and I have to deal with his insurance company? That part of the service call was never disclosed when I asked to have my washer repaired.

They have he proof…give me my $69.95 back and Accredited Appliance can deal with the repairman's insurance company! It has been frustrating dealing with this company and Accredited Appliance should be held accountable and do the right thing. Their behavior regarding my complaint will surely give them a bad reputation and will tarnish their image.Desired Settlement: Refund of my $69.95 service call fee.

Business

Response:

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

Drew at Accredited Appliance did a WONDERFUL job for me. He was so professional, courteous, and explanatory, I made sure I had his business card to specifically ask for him again. He had a positive attitude, and did the work quickly and cleanly. I will definitely ask for him again!

Richard has helped us on 3 occasions and has been prompt, clear in his evaluation and fixed the problem on the spot each time.

We live in Colorado, but own properties in Scottsdle. Our tenant called to let us know the dishwasher wasn't draining and the washer/dryer combo was leaking water. We got on the Revdex.com website for an appliance repair company, and we chose Accredited based on reviews from other customers. Our tenant is a single female so we were concerned about her comfort and safety as well. The gentleman that serviced our condo (can't remember his name) was great, made our tenant feel comfortable, and spoke with my husband at length on the appliance issues. The dishwasher was an easy fix, but the washer/dryer combo needed another day to fix because of extra parts he had to order. He showed up promptly, fixed the problem, and explained how to care for the appliance going forward. We appreciate this great service not only for our tenant, but as long distance owners as well. In addition, we found their rates to be in line with other appliance repair companies we have used. We would recommend Accredited.

Review: I called the company on 9/25/13 asking for an estimate on a repair for a washing machine needing "dog ears" replaced. The person spoken with refused to give an answer and stated they needed to send out a technician for an estimate. I told her I knew exactly what the problem was and simply wanted an estimate. She still refused my request and a technician was sent out the following day. He stated that I needed new "dog ears" on my machine which I already knew and gave an estimate of $167.83. I explained my frustration with the office person spoken with who refused to give an estimate and asked why this couldn't be done over the phone. He stated he didn't know and agreed not to bill me for the service call and provided an invoice (#[redacted]) showing this which I have a copy. I also explained I had called another company that gave me an estimate of $95 based on what service was needed and thought his estimate was ridiculously high. He didn't disagree and left with the invoice showing no charge. I subsequently called the other company (Appliance Works) who promptly came out and fixed the problem based on the estimate given. A week later I received a letter from Accredited Appliance stating I owed them $69.95 for the service call after being given an invoice for no charge! It seems that this is rather unethical and they can literally go out on calls, give ridiculously high estimates, and when the service is denied, bill them for no work performed. Had they simply provided an estimate as originally requested, there would not have been a problem.Desired Settlement: I suppose the billing should be adjusted to reflect no charge, but since I never received an invoice showing any charges, perhaps they should simply send a letter stating there are no charges due. The only thing I have is a letter dated 10/4/13 signed by [redacted] stating I owe them $69.95 but no invoice to back this up. The only invoice provided (signed by the technician as well as myself) shows no charge. A copy of the invoice can easily be provided upon your request.

Business

Response:

Alexandria Nock

Dispute Resolution Consultant

Revdex.com of Central/Northern Arizona

4428 N. 12th St.

Phoenix, AZ 85014

RE: Complaint #[redacted] (see attachment)

Dear Alexandria,

Thanks for giving us an opportunity to respond to Mr. [redacted]'s complaint. As you are aware, we strive for 100% customer satisfaction. In this endeavor, we have no- charged the invoice for Mr. [redacted]'s service call. I trust this answers any questions and I thank you for your assistance and the opportunity to respond to Mr. [redacted]'s complaint. We have been members of the Revdex.com since we began doing business over 20 years ago and always take care of our customers.

Thank you for your assistance in this matter.

Sincerely,

Office Manager

Accredited Appliance

###-###-####

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Accredited Appliance is always willing the go the extra mile for their customers. I can get next day service if needed. The technicians ( mine was Chris this time) are knowlegable, courtious and careful with your home. I love the helpful tips they give you for keeping your appliances working at peak performance. I love that this company gives back to it's community in so many ways. I would and do reccomend them often. Great Job Accredited Appliance!

Excellent tech. On time, very efficient. Will use Accredited Appliance again & again.

I have never experienced such incompetence and a sham operation. First, the technician pulls up in his van, but it is not a company van labeled on the side. It turns out, on inquiry, he is a subcontractor. Strike 1. We knew the inner burner on the front left was not working so that's why I called Accredited Appliance. They came out at 11 am on Sat 2/1/14. I had to wait the entire 3 hour window from 8-11 am for them to show. They diagnosed the problem as a faulty switch and left to come back a second time, Wed 2/6/14. Strike 2 The whole weekend the "hot cooktop" light was on and we worried that something could go wrong. When the tech showed Wed. he said "Oh there must be something else wrong...it must be the element." "That will cost $80...I'll be back tomorrow." We are now waiting for him to arrive, since I had to leave work early both days. It was not diagnosed properly the first time. Strike 3. Now because of the faulty diagnosis we are waiting for a $300 plus bill ($105 per hourlabor, switch $123, element $133) wondering why did I call this place at all. The ladies on the phone want to argue with you and honestly don't listen when you say "your prices are excessive". It's not like we can cancel the job and go elsewhere. They have you locked in. We want a stove that works. Ok...don't hire these people ever again. I will go on Yelp to warn others.

We have done, and will continue to do, business with these folks for any and all appliance repair needs. We've been fortunate to have Chris serve as our technician at least 3 times; he's beyond terrific!

Review: We hired Guaranteed Appliance, Inc. to repair our [redacted] Washing Machine, which stopped operating. [redacted], the repairman came to repair the machine and we paid for the repairs, $136.00. The next day the washer once again stopped functioning. We called in to report the problem and [redacted] returned to again to check over his repair. He then noted the machine needed three new motherboards and would order them immediately. This was January 30th, 2013. Also he stated since he diagnosed the mistake incorrectly, Guaranteed Appliance would accept this mistake and pay for new ordered parts. February we received a phone call from Guaranteed, Appliance, Inc. They informed us the parts had not been made yet and would be delayed until March. Then we called and were told the parts would not come in until mid April 18th, 2014. It is now April 22, 2014 and the three motherboards have not arrived to Guaranteed Appliance, Inc. We have called several times, but have been told the parts are not in. We have asked to speak to the manager and he does not return the phone calls. Now the secretary tells us the parts will not be available or made until the middle of May 2014. I few moments ago I received a phone call and the secretary has told me that the parts should be in Friday, April 26, 2014. How can I possibly believe what she tells me at this point in the process? This washing machine repair job is unprofessional. We have had to pay $136 for the price of the service call. Our repair # is [redacted]. Is there something that can be done to expedite this repair job?Desired Settlement: We would like a total quarantee of the three new and free motherboards, installation and service call, free. In addition we reguest reimbursement of original for first service call of $136. We would also like to be reimburse $1000 for using the laundromat for these past months. As seniors of age 65 it has been a stressful burden taking our laundry out of home to be laundered.

Business

Response:

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 am impressed! Fabulous service and quick repair. This is the best home appliance repair I have ever had. Steve was experienced, knowledgeable and professional. He was able to repair my washing machine immediately. In addition, this company sent someone out within an hour of my phone call. (my laundry room had flooded) I would highly recommend this company.

Review: The technician Richard from Accredited Appliances came and cashed the fee of $69.95 to diagnose the problem of the dishwasher with the promise to order the piece of the repair of the same day which was Friday March 18, 2016. He would have it ready by March 25, 2016 to have it replaced on my dishwasher. I trusted him and he added that because I was such a nice lady he would drop the price to $280.00. I thanked him and he left saying he would call me on Saturday morning to confirm that his boss is in agreement with his offer, when he did not call on Saturday I waited till Monday. When I called I spoke with Kathy asking her for Richard to call me back. Instead a Vicky called me asking for $140.00 more to order the piece, which was not the deal agreed with Richard. When I said you had already my $70.00 she said we cannot go ahead with the order until you pay us that amount otherwise we close your order and so now I am left with no repair having lost $70.00 for nothing and I expect to get something resolved. Thank you.Desired Settlement: I need my dishwasher to be repaired

Business

Response:

Thank you for giving us an opportunity to respond to Ms. [redacted]’s complaint. As you are aware, we strive for 100% customer satisfaction. Please find our response attached. Regards, Kathy S[redacted]Public Relations Manager[redacted]