Ace Appliance Service of Delaware Valley, Inc.

*** *** contacted us for a squelling noise in the dryer on 10-6-After our Techchecked the dryer he diagnosed the rollers as being the source of the squealing noiseHe charged *** *** a service call of $+ tx, (discounted from our $+ tx for ** dryer service)I
called *** *** with an estimate of $295.00+ tx to replace the rollers and *** *** ok'd the estand parts where orderedOn 10-13-Our Tech.returned and installed the parts and tested the dryer*** *** signed his work order and paid the TechOn 10-14-*** *** called back complaining now of a thumping noise, we sent a different Tech to check the dryer at *** ***s request and he diagnosed the new rollers as faultyWe reordered the rollers and returned on 10-21-and replaced the rollersThe Tech stated the unit was clicking and needed a spacer installedOn 10-27-the spacer was installed and unit was tested*** *** called back to say the dryer was still noisy at which time I said I would look into alternative rollers as ** makes several different onesI found another set that would fit and offered to order them or refund the cost of the repair as a customer concession*** *** opted for the repair and I ordered the rollersThe following day ** *** called and said he would rather have the refund of the repair, I explained that he would be responsible for the service call that was already paid as we where willing to repair the unit and he said that was okWe then refunded the $in which *** *** picked up at our office on 10-30-and signed for it. We have been in business for over years, we are an honest and reputable company, It saddens me to have to answer a complaint such as this after all the time and money it has cost this company in trying to satisfy this customerThank you,Rodger

Hi, I would like to apologize for any inconvenience that has transpired with the service to your RefrigeratorOur service manager (Bill) has spoken with *** *** and has offered to send another Tech out to recheck the unit*** ***'s has declined as her refrigerator is under a service
contract and she has contacted the contract company to reschedule with another company.Thank you, Rodger

[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]
Complaint: *** I am rejecting this response because: the company is lyingI was unable to attach the video with my initial complaint, but I've attached the link to the video file of their 2nd technician showing me the rollers he removed from my dryerAs I stated, I paid for them to install NEW RED rollers the first time the tech came to my house; and the 2nd tech proves in the video that the 1st tech did NOT, in fact, install the new parts! This company not only has lying employees, but they are also incompetentHad they actually 1) researched and ordered the correct parts; and 2) done the initial repair work correctly and honestly, then they would not have had to come back several times to attempt to fix the issue Their employees are incompetent because they were unable to diagnose and repair the thumping noise caused by their own technician I was unable to use my dryer for 3+ weeks and deserve to have ALL of my money returned to meThey do not list a non-refundable policy, nor do they alert their customers of the service charge in advanceThat's a disgrace! If I had known how they would cheat me, I never would have called them It is unfair for a supposedly well-respected company to cheat their customers I can only imagine how they are cheating other people who are not watching them do their work! With the way they treat their customers, they won't be in business for much longer.Regards,*** ***

5-19- I spoke with *** ** today and apologized for the communication and scheduling issues with the service call and techWe had tried to reschedule with a different techbut weren't able to for the day scheduledI explained to *** ** that the service tech was
unable to determine the cause of the glass top shattering and that our tech had contacted ***'s tech line and explained this*** ** was pleasant on the phone and accepted my apologiesWe contacted *** (*** ***) and explained the situation and recommended a different service company be sent to repair the unitI informed *** ** of this and he is ok with thisI recommended that he contact *** to make other service arrangements and he said he willThank you,Rodger

Hi, I have spoken with *** *** regarding her complaintI apologized for the trouble and we have come to an amicable agreementBoth parties ended the phone call on good termsThank you for your help with this matterRodger

5-19-15       I spoke with [redacted] today and apologized for the communication and scheduling issues with the service call and tech. We had tried to reschedule with a different tech. but weren't able to for the day scheduled. I explained to [redacted] that the service tech was unable...

to determine the cause of the glass top shattering and that our tech had contacted [redacted]'s tech line and explained this. [redacted] was pleasant on the phone and accepted my apologies. We contacted [redacted] ([redacted]) and explained the situation and recommended a different service company be sent to repair the unit. I informed [redacted] of this and he is ok with this. I recommended that he contact [redacted] to make other service arrangements and he said he will. Thank you,Rodger

We had contacted [redacted] on 11-19-14 and apologized for the error on our part with her service call scheduling. She was very nice and accepted our apology and said she would contact the Revdex.com. I had also called the Revdex.com and explained what had transpired.Thank you,Rodger

[redacted] and I spoke on 1-13-16 in regards to the floor damage.  I have asked her to get an estimate from the tile installer to repair the floor and forward it to me. [redacted] and I had a pleasant conversation regarding the floor damage and I am sure we will be able to correct the...

situation for her. Thank you,Rodger

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Review: I had an appt on November 3rd from 8am to 5pm to have my washer fixed. When I called at noon the women I spoke to was rude. I just wanted to verify that they were still coming. She said yes that I had an all day appt scheduled from 8am till 5pm. Well 5 pm came and no one had showed up to fix my washer. I called and they were closed. I waited for 9 hours and no one shiwed up or called to cancel.Desired Settlement: I want a phone call explaining how this is an acceptable business practice as well as a reason why the women that answered the phone was so rude. I want them to apologize for wasting my entire day and not caring enough to call to cancel my appointment.

Business

Response:

We had contacted [redacted] on 11-19-14 and apologized for the error on our part with her service call scheduling. She was very nice and accepted our apology and said she would contact the Revdex.com. I had also called the Revdex.com and explained what had transpired.Thank you,Rodger

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 is satisfactory to me.

Regards,

Review: Contacted ACE to repair my dryer's squealing noise. They never stated there was a non-refundable service fee of $95 when I asked if giving them the mfg and model # would help so they could bring the parts with them. They said it would be helpful, but never stated that they do not carry the parts, nor would they bring them with. (other repair companies apply the service fee to their actual work; ACE apparently does not). Matt, their service tech came to my house and diagnosed it was the rollers that needed to be replaced without taking the dryer apart - telling me a squealing noise is always the rollers (Roger also tells me this in a follow-up conversation). If they know that, why do they need to come to your house first - to charge you the service fee? I spoke with their parts person, Roger, and ordered the rollers. Matt came back, banged on my dryer for a while, and was supposed to have installed 4 new red rollers, according to the receipt which states "Installed parts below" in Matt's handwriting. He put the dryer back together and ran it for 5 seconds to make sure it would run then stated "Don't call me, I'm never coming back here." I put a load of laundry in the washer and when I put that load in the dryer an hour later, the dryer was now making a THUMPING sound which it never made before. I immediately called ACE to report it and was told Matt was not available for the rest of the afternoon. I made an appointment for another guy to come back and look at it. Joe came and took off the top & front panels, listened to the noise, then stated "I'm not going to waste any more time taking this apart until I get the new parts." How can you diagnose a noise without taking it apart so you know what parts you need? They ordered another set of 4 new red rollers, because I was assured by Roger that the only thing it could be is the rollers. Joe came back out, and since I was alone and not comfortable with the service I had received so far from ACE, I videotaped Joe's work. Joe took the dryer apart and when trying to install the new rollers, showed me, on the video, that one of the rollers was BLUE and a different size than the new red ones. I inquired as to how it was blue, since I paid Matt to install 4 new RED rollers, so if he'd done the job I initially paid him for, there should be RED rollers, NOT blue ones on the dryer. Joe's response was that he had no idea, maybe there were old ones lying around the shop that they used. I explained, NO, I paid for, and Roger ordered me 4 new rollers; I saw Matt bring 4 RED rollers. What color are the ones you brought? and Joe answered RED. So, not only did Matt cheat me by not installing all the new rollers I paid for, he damaged it & my dryer is now making a worse sound. Joe could not figure out why it was now making this noise and called his service manager, Bill to come over. Bill said it was the new rollers and that ** "used whatever they had available". I inquired as to whether or not they had the correct rollers and was told, both by Bill, and later by Roger in a taped voice mail, that these are the only rollers for your dryer. Since the roller was moving around as the dryer drum rotated, that was supposedly causing the new thumping sound and Bill would get a shim washer to rig it so the roller wouldn't move so much. They came back with a shim washer and after they installed it, it was still thumping. I explained my dryer never made that noise before and it's not working properly. Bill said "That's as good as you're going to get." When I called later to complain, I told Roger I was going to send a letter and he threatened me that if he returned my money, he'd "better not see any bad reviews from me!" He offered to look up to see if he can find me some other parts and, all of a sudden now, he can find other rollers - white ones - that would fit in my dryer. He didn't bother to look the first couple times I asked to make sure if they had the right parts. When I told my husband about the non-repair, the attitude of the service manager and the threat from Roger, he called and asked for our money back. They refused to give us the full amount I'd paid - even though I could find no where that it states their service fee is NON_REFUNDABLE nor applied to their actual service! I would be happy to forward the video to you.Desired Settlement: I paid $407.70 for the privilege of having them break my dryer worse than it was. They only refunded me $312.70. I want my $95 back and for the Revdex.com to rescind their recommendation because Matt knowingly cheated me and the company never acknowledged it nor apologized - even though Joe showed them the parts he removed after Matt worked on it. Please do not let another person be cheated by this company!

Business

Response:

[redacted] contacted us for a squelling noise in the dryer on 10-6-14. After our Tech. checked the dryer he diagnosed the rollers as being the source of the squealing noise. He charged [redacted] a service call of $89.95 + tx, (discounted from our normal $99.95 + tx for ** dryer service). I called [redacted] with an estimate of $295.00+ tx to replace the rollers and [redacted] ok'd the est. and parts where ordered. On 10-13-2014 Our Tech.returned and installed the parts and tested the dryer. [redacted] signed his work order and paid the Tech. On 10-14-14 [redacted] called back complaining now of a thumping noise, we sent a different Tech to check the dryer at [redacted]s request and he diagnosed the new rollers as faulty. We reordered the rollers and returned on 10-21-14 and replaced the rollers. The Tech stated the unit was clicking and needed a spacer installed. On 10-27-14 the spacer was installed and unit was tested. [redacted] called back to say the dryer was still noisy at which time I said I would look into alternative rollers as ** makes several different ones. I found another set that would fit and offered to order them or refund the cost of the repair as a customer concession. [redacted] opted for the repair and I ordered the rollers. The following day [redacted] called and said he would rather have the refund of the repair, I explained that he would be responsible for the service call that was already paid as we where willing to repair the unit and he said that was ok. We then refunded the $312.70 in which [redacted] picked up at our office on 10-30-14 and signed for it. We have been in business for over 56 years, we are an honest and reputable company, It saddens me to have to answer a complaint such as this after all the time and money it has cost this company in trying to satisfy this customer. Thank you,Rodger

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: the company is lying. I was unable to attach the video with my initial complaint, but I've attached the link to the video file of their 2nd technician showing me the rollers he removed from my dryer. As I stated, I paid for them to install 4 NEW RED rollers the first time the tech came to my house; and the 2nd tech proves in the video that the 1st tech did NOT, in fact, install the new parts! This company not only has lying employees, but they are also incompetent. Had they actually 1) researched and ordered the correct parts; and 2) done the initial repair work correctly and honestly, then they would not have had to come back several times to attempt to fix the issue. Their employees are incompetent because they were unable to diagnose and repair the thumping noise caused by their own technician. I was unable to use my dryer for 3+ weeks and deserve to have ALL of my money returned to me. They do not list a non-refundable policy, nor do they alert their customers of the service charge in advance. That's a disgrace! If I had known how they would cheat me, I never would have called them. It is unfair for a supposedly well-respected company to cheat their customers. I can only imagine how they are cheating other people who are not watching them do their work! With the way they treat their customers, they won't be in business for much longer.Regards,[redacted]