Action Appliance, Inc.

Initial Business Response /* (1000, 6, 2015/07/27) */
First it is offensive to say we don't give a care as we were out at her house well after closing if we didn't care we would have simply gone home and not stayed out all night working on getting it fixed Also it shows how much we care by getting
the techs out there and getting it fixed and not just throwing in the towelWe are more then happy to get you your invoice with warranty information
Initial Consumer Rebuttal /* (3000, 8, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It took one week of calling every day to finally get a front end person to print out the invoice and mail it to meThis should have been provided the first eveningI was told the warranty would cover all parts and labor for monthsHowever the invoice I received states "timer" onlyThe scratches on the front of the door and side panel were never addressed; it was stated to me by the tech that he would talk to his manager about these problems, (he took pictures), and also address my request for compensationHad the correct bearings been installed on day two, the job would have been completedIt was very inconvenient for me, as the paying customer, who works early hours, to have any tech at my home after hoursMy plans were changed due to the fact that the technician arrived so late and stayed so lateAs a consumer that has used your services in the past with good results; I see this experience as stressful and unsatisfactoryAs a reputable business, your actions and those on your team lack professionalism and knowledgeIt was a disappointment that I witnessed no communication between the techs, and/or the in-house managerThe poor scheduling, and time managementNone the techs ever tried to contact me after they said they would, they left numbers that had no voicemails setup and after several attempts to get them live, I gave upI truly was shocked with this behavior, it felt as if I was lied toPlease provide a revised invoice to state the correct verbiage regarding the warranty and compensation for "all parts and labor" as I was promised, and I would like compensation in the of $for the scratches addressed above, and poor customer serviceI have attached a note from your tech
Final Business Response /* (4000, 10, 2015/08/13) */
We have no problem fixing the invoice to show that you have a month warranty on the entire dryerWe will also give you for the damages and consider this matter closed
Final Consumer Response /* (2000, 12, 2015/08/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept the proposed resolution as stated above: We have no problem fixing the invoice to show that you have a month warranty on the entire dryerWe will also give you for the damages and consider this matter closed
Please mail new invoice and check in the amount of $to my home address listed aboveI would expect to have both invoice and check within the next working days

This dishwasher had a bad sprayer arm it was all full of gunk and would not let the sprayer arm rotate or water to spray out of it correctly. The first technician saw this happening and told the customer that they needed a new sprayer arm assembly. Only after that was replaced were
we able to determine that the dishwasher had another problem. This was all told to the customer when we went back out and found that the wash pump was bad. The customer also was given a discount on the additional work that was to be done. We have gone above and beyond for this customer and have fixed the dishwasher

Now it is not uncommon for companies in the service industry to charge a cancelation fee Verizon does it Direct TV does it just to name a few. This is not a complaint about service this is a complaint that they don't want to pay for service. We consider this matter closed

Initial Business Response /* (1000, 5, 2015/09/04) */
This is very offensive how dare this *** accuse action Appliance Incof stealingWe go to their home and diagnose and recommend it is the customers job to buy or not buyThere is no theft involvedSo every company that gets paid up
front is stealing according to *** like all fast food places? Or if you order something online they want the money first the are stealing as well? Unfortunately some parts are delayed in shipment from the manufacture we have no control over thatWe received the part and wanted to finish the repair customer refused to allow us to finish repairWe consider this matter resolved
Initial Consumer Rebuttal /* (3000, 7, 2015/09/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
AlrightI'm not sure why the only part of my complaint that was addressed was the last sentenceBut I will approach my response in a light hearted manner before suggesting an amicable solution below
I agree with Action Appliance inc LLC's assertion that by simply accepting payment up front, they are not stealingBut let's use the facts from our interaction with the "all fast food places" example that was provided
You go in to your local MacDonald's to eat because your dishwasher is broken and you can barely step over the dirty dishes to get to the kitchenYou order and pay for $worth of chicken nuggets because even though you watched that pink slime footage, chicken nuggets are still deliciousThe friendly employee tells you that it will be 3-hours
You wait hours, giving them the benefit of the doubt that they are probably just busy and doing their best to fry those little meat globs to perfectionAfter hours, you go up to the counter to check on your orderYou talk with a different employee but they don't seem very interested in getting you your little nuggiesYou are concerned but politely respond to being quoted to wait a few more hours
You wait more hours and go back up to the counterThis time you are told that your mini oily fowl cubes are ready! You just have to go to another McDonald's an hour away to pick them upYou change your plans and drive to the other McDonald's because YOLOYou are almost there so you call to double check that they will be readyBut much to your dismay, they say that the scrumptious mcnuggets were actually on backorder at the sludge factory the whole timeThey won't be there and you need to come back and wait a few more hoursYou return to the original Micky D's and tell them that you just want your money back so that you can go eat at Snarf'sThey reply that you will only get $(75%) of your money back...(oh and by the way after weeks you still won't have your $back and no one will respond when you knock on the drive up window to try and find out when it will be returned and you have to go home to do the dishes manually with a dirty old scrub brush)
Related serious side note:
I still haven't received the 75% ($329.22) back that is due to be refundedIf it is a situation where Action Appliance inc LLC only process them once every two weeks or something that is totally fineBut again, the timeline isn't as big of an issue as the communicationI can never get a straight answer or a returned phone callI am always told that the person who handles the refunds is not in the officeI leave my phone # and ask if she can call me back to let me know if my money is in the process of being refundedI have not gotten a phone call back yet or seen a credit on my card as of 9/
Now I guess Action Appliance inc LLC would technically be correct to say that McDonald's did not "steal" your $in the eloquent example laid out above, as long as the original receipt did say that any cancelled McNugget orders are charged 25%But you would be hard to find a person not named Ronald McDonald to take the restaurants' side in this debacle
Anyways, maybe it was an honest mistake on their end and I do apologize if while venting my frustration I was offensive to Action Appliance inc LLC
I will consider this issue resolved once I receive the 75% refund that was promisedIf it is still going to take a few days that is totally fine, but I would appreciate a response or phone call letting me know when I can expect a refund
Thank you for your time if you made it all the way to the end of this
Now I've got to get back to the dishes
Final Business Response /* (4000, 9, 2015/09/15) */
The refund was issued on 9/10/so we consider this matter closed
Final Consumer Response /* (2000, 11, 2015/09/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Refund received

Initial Business Response /* (1000, 6, 2015/07/15) */
We are sorry that your having such frustrations with your washerWe would be happy to discuss a refund with you and to come get the parts off the washer feel free to give us a call and we can work out the details and arrange a time to get the
parts

Initial Business Response /* (1000, 5, 2015/11/09) */
We understand the frustration that comes with having a broken washerwe do our best to get it up and running for our customers as fast as we canHowever do to the fact that there are real costs associated with the fixing of Mrs*** washer
we have a cancelation feeIt is not uncommon to have to pay a cancelationWe are happy to refund her the difference of what she paid after the cancellation fee
Initial Consumer Rebuttal /* (3000, 7, 2015/11/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Action Appliance if you are so happy to refund the difference owed to me why have I not received itHowever your technician did not diagnose the problem of my washer correctly that lead to the $part and to the 25% of thatI did not need a control board for my washerIf you were a reputatable company my full $should have been refunded because of your technician's errorI do expect to receive the difference owed meFrom now on I will only consider business with accredited companiesSend my difference owed to *** ***, ***., Denver CO XXXXX
Final Business Response /* (4000, 9, 2015/11/23) */
The refund will be sent to *** and we consider this matter closed

This customer will be receiving a refund and we would like to apologize for any inconvenience that we may have caused

This customer first demanded he get special treatment as he is a police officer then he proceeded to cancel was told there was a cancelation fee at which time he stated that his wife was taken advantage of and that he would never have approved repairs. So this is seams to us
that this is just a case of husband and wife not on the same page and husband taking it out on service provider. The refund was issued to this customer minus the cancelation fee. We consider the matter closed

Initial Business Response /* (1000, 6, 2015/11/23) */
We understand how frustrating it can be to have an appliance that is having problems and we do our best to accommodate our customers to help themWe went out to ***'s home for the first time on May 26th we repaired the refrigerator and left
On July 30th we were called back and the fridge had another problem one that we did not work on we trying to help our customer and go way above and beyond replace this next part at no charge to ***We were again contacted in august and once again repaired an issue that was not related to the work we didThe last time we were out there we gave an estimate to fix a drain problem again nothing to do with the repair we made beforeNow any reasonable person would acknowledge that we have gone way above and beyond to satisfy this customer with no luck we can not be asked to replace every part that goes bad on it just because we fixed it one timeWe have gone above and beyond to help this customer and so we consider this matter closed
Initial Consumer Rebuttal /* (3000, 8, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have pictures that show it was doing the same thing after all the visits that it was doing the first time I calledI am reasonable but to charge me $and tell me that would fix it and then have to buy a new one is robberyI would still like my money back
Final Business Response /* (4000, 10, 2015/12/09) */
The first time we went out this fridge had a bad defrost systemThe last time we went out the drain is blocked and backing up very different problems with very similar symptoms at this point in time to make the customer happy we would be willing to install the drain probe at no additional charge to themWe consider this more then fair and this matter is closed

In our long year history we never had appliances fix themself. We belive that our diagnoisis is the correct one and that the icemaker is indeed bad. As to emailing invoices thats the way of the future we decided to go green and be more enviromently friendly so we do a paperless
invoice. It is also much easier for the customer to find and keep track of a digital copy but we can also mail a paper copy if the customer would like

First we should explain the way a dryer works. The dryer has to move air over the heating element and then around the clothes then the exhaust. So if we went out and only saw that the lint was keeping the dryer from drying that is very probable as with out air movement the dryer wont work right. If the dryer is not moving the air correctly it will put undue stress on the heating element. We can only diagnose what we see when we are at the customers home. Any reasonable person would understand that using a dryer with extra stress on the heating element can cause burn out in the future

This is just a complaint about price and not wanting to honor the contract that they signed. We have bent over backwards to try to accommodate them even willing to pay for the part that was not installed correctly. We are still happy to finish the repairs for them

Complaint: ***
I am rejecting this response because: They most certainly said 5-days but even *if* it was 7-10, the parts would have been in by the 19th with time to "fix" the recommended workHowever, when I called on 17th I was told they only ordered of needed parts and that it would take another 5-days to get the other parts that they failed to order correctlyThen I was hung up on by the managerI never received any further calls backThere was no further effort made on their behalf to compete the work.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:The only reason I was updated was because I was the person calling and requesting to know the whereabouts of your technicianAt one point I was advised I would be called right back and forty-five minutes later had still not received a return phone callSurely you can see how these events would be frustrating especially after your technician had backed out of our first appointment This is why I stated this feels like a scamIf this incident plays itself out just a couple of times a month that would make a nice payroll, you have to admitNext if this company has been in business for twenty years, (I don't know if it has or hasn't) is this the same way it was dealt with? For my part, I will have to admit that after some time of dealing with being told one thing and only seeing less than positive results my temper did get the best of meThat being said I never threatened anybody!Again if this business has been in place for as long as you say it has, couldn't this be looked upon as learning experience? You mentioned earlier you do over 20,service calls per year, maybe 20,was one too manyMaybe you need more techniciansmaybe your calls takers could receive better training to simply say, "I'll find out where the technician is and have him call you"Then simply insure this happens Maybe more technicians in different quadrants of your service areaAnyway this is looked upon, the monetary price paid for this service even if the work had been completed, I feel would not be justifiedEven you have to admit thisIf the shoe was on the other foot, would you be upset, honestly? Lastly, had you not been paid in advance, I feel this issue would have already been resolvedI'm asking you reconsider your position as a business and a reasonable person
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I'm not fabricating this complaint. I am pursuing this because I don't believe you should be able to get away with your inept business practices. I see I'm not the first to file a complaint for the same reasons I cite. Your technician saw the ice maker was working and called your office to see how to proceed. I had told him I would pay for the service call and call you back if it quit again. He was told to tell me he might as well replace the part since I'd have to pay for it anyway. Have you talked to your service technician?
Sincerely,
*** ***

Initial Business Response /* (1000, 7, 2015/07/30) */
Unfortunately due to the nature of our industry it is impossible to guarantee a specific timeHowever we do try to accommodate our customers and their schedulesWe have been in business for over we do well over 20,service calls a year
with only complaints in years is less then 1%We have other technicians that we would be happy to send to this customer if they didn't like ***'s sense of humorWe are happy to fulfill our end of the contract
Initial Consumer Rebuttal /* (3000, 9, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You have stolen our money
Final Consumer Response /* (4200, 14, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You know very well you did not keep your end of the bargain and refused to come do the serviceYou should not be satisfied with an F rating at the Revdex.com no matter how many service calls you getWe have since paid another company to come out and the part you said was broken and ordered does not even exist! You then refused to provide any receipt and refused to offer any recourse for us to get our money backWe offered to pay for the part you supposedly ordered and you did not have any part to pay forWe called Tracey at Action Appliance on or around August 10, and she informed us a full refund of $was on it's way to us via a check and we should see that money by USPS by Sept 12th as you all outsource your accountingI fully expect you to honor Tracey's promise to refund our money
Final Business Response /* (4000, 16, 2015/09/04) */
It would seam this complaint is resolved as the customer is getting a refundWe went above and beyond for this customer only to be insulted and treated poorlyShe wanted us after but was to lateThe technician cant make jokes and acts strange what does that mean everybody is strange to everybody elseAction Appliance Inc considers this case resolved they are getting a refund

Initial Business Response /* (1000, 6, 2015/11/09) */
We understand the frustration that comes with a broken appliance and that's why we offer same day serviceUnfortunately from time to time when we have to deal with the manufacture they put parts on back order We would much rather have the
part and repair in as fast as possible time as we canHowever this was not the case and so we have a cancellation for customers not wanting to continue with their contractThis allows them to get out of the contract without paying the entire amount dueIt is very fair for both parties
Initial Consumer Rebuttal /* (3000, 8, 2015/11/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I called to check on the status of the part, the clerk first said they had not placed the order, then she back pedaled and said it was back orderedWhen we went online to find the part they were able to order it and send it to us the next day
We had another company come and they found the problem was not the board but the compressor which was under warrantyThe other company replaced the compressor which fixed the problem
They diagnosed the issue incorrectly
Final Business Response /* (4000, 10, 2015/11/27) */
We would love to see this other companies invoice stating what they didOnce we have that we may come to a different conclusion but in the mean time *** is still subject to a cancelation charge
Final Consumer Response /* (4200, 12, 2015/12/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, they never ordered the partSecond, I don't even know who or how to provide them with the invoice from the companyThe company did replace the compressor and the refrigerator works

We have been servicing the Denver area for over years. If the customer is having problems with the dishwasher we would be happy to get a senior tech out to get that going for them. They will just need to contact our office with a time that works for them and We will make sure we get
them taken care of

Complaint: ***
I am rejecting this response because: Resonable doesn't mess up three times in a rowThis company is delaying in the return of my $As stated in the previous response I want my back back as promised in bold print on the contractBad service and failure to own up to errors is what gives this company negative FeedbackNo more responses are necessary from this company; Just my $back.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/05/28) */
we will open an investigation into who gave authorization to perform repairsIf it is found that the Land Lord did not approve the work then we will most defiantly refund all her money except for the tripWe consider this matter closedWe
will take all necessary action to put this behind us
Initial Consumer Rebuttal /* (3000, 7, 2015/05/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not understand why an "investigation" is requiredI cancelled the service promptly after finally receiving a written invoice by emailNo services were provided beyond the initial service call, but Action charged $
Final Business Response /* (4000, 17, 2015/06/15) */
If repairs are approved then at least half the total is chargedIt a deposit on work to be performedthis is not an uncommon practice in the service industry
Final Consumer Response /* (4200, 19, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
However, no repairs were made and the only service authorized by me was a service call, for which I was told you charge $I did authorize the service call and agree to those charges
You charged $April 27, the day I requested a service callThose charges were a deposit for repair (not authorized by me) to an year old washer and dryerI was not provided a copy of an invoice or estimate until April The service was cancelled by me April and no further work was performedThis is nearly months laterOnce again; please explain why you have retained $