Action Appliance, Inc.

Initial Business Response /* (1000, 6, 2015/11/27) */
We were called out to repair the leaking water when we got there we found that a water valve was bad and replaced itThe technician told *** that the ice bucket needed to be cleaned out and that he would be happy to do it*** said
that they would clean it outYou can not try to use the auger when it is frozen with a block of ice as it will cause more damageWe got a call back saying that now it wont dispense the ice when we arrived we fount that the auger coupler was broken and give them an estimate to fix itThey refused and we leftThey called back saying we didn't fix it that was untrue we had fixed the problem that we had been called out forHowever in the sprit of trying to take care of our customers we gave them the coupler for the auger at no chargewe feel that we have gone way above and beyond for this customerWe consider this matter closed

This customer has had their refrigerator repaired. We have gone over and above to take care of them as our senior technician went to finish up the repairs on his day off. After the customer tried to intimidate him with his gun. Now if we were trying to do anything other then just
get the appliance fixed why didn't we call the cops on him for menacing with a firearm? The facts are that we went out and took care of the problems with the refrigerator. As to the floor being damaged we have a flooring guy that we would be happy to send over to look at the damage. We are offended at the lies that have been told about our company and that fact that he tried to intimidate with a gun and then complains to the Revdex.com saying we did something wrong. We consider this matter closed

To our knowledge this ice machine is fixed and making ice. If the customer is having problems with it they should contact our office and we would be happy to get out there to repair it under warranty

We are happy to refund this customer minus the cancellation fee. We went out diagniosed the dishwashers and found that they needed the parts we ordered and that we would have to order the parts. The customer did not have us order the parts right away to insure that they would be fixed in
a timley manner. Instead they waited a few days then called in to have the parts oredered. We have no conrol over the manufacture and when they release the parts and being that they are not American made products it takes longer to recive parts. Then the customer called demanding that we have everything before a certian date as they were to have a party. We told her that we would do the best we can as the last of the ordered parts were do to arrive the day before the party. That was not good enough for her she demanded that why didnt we overnight the parts but didnt offer to pay for such serviceIt was only poor planning on her part that has cuased the problem of timing however we understand that sometimes things like this happen and so we will be happy to issue that refund minus the cancelation fee

We have been in business for over years and based on our experience when you find a dryer that is packed full of lint that you will have other problems. We recommended a new element and dryer clean out that was our diagnoses based on what happens to a dryer that does not have
proper venting. We stand behind the diagnoses as a good one

Complaint: ***
I am rejecting this response because:i have proof the dishwasher was not reassembled correctly Nothing else to say other than I'm still inquiring a full refund
Sincerely,
*** ***

This customer is complaining about price for service that has already been rendered if the customer can return our time and talent we can talk about a refund otherwise he was given an estimate to repair that he approved then after its fixed came back to complain

Any reasonable person would understand that we did indeed come every time that we were called . This customer is having a warranty issue and we are happy to fix any warranty issue they may be having

Complaint: ***
I am rejecting this response because:Ms***, I do not accept this response. They did not come to my home every time I called for service. As sta*** in the original complaint my window for my 3rd service was 4-8, Monday June 27th. I called them at 7:and was told no one was coming. They then assured me that someone would be at my house first thing the following morning from 8-10. *** finally showed up at 2pm, I had to miss work and pay because of this. (6/28) They did give me part that did not fix my refrigerator. I have since purchased another one. When I called on Friday, July 1st to inform them of this they put me on hold for minutes and never returned so I hung up. ***, the manager, repea***ly did not return my messages. When I tried to pay with a credit card on their final visit (which STILL did not fix the problem) I tried to pay with a credit card. *** was explaining that I was "out of checks and cash" to someone in the office, then he went outside, came in and said that they would waive that payment. Clearly a scam. I want my $back for a water line from 6/3/that wasn't needed. It's their fault if it takes service calls and no show to not fix my refrigerator. If you need further proof of their scamming ways, just check the comments on their Facebook page. I will keep pursuing this until I get my money back. They went above and beyond to rip me off, not to fix my problem. *** ***
Sincerely,
Deanne Mitchell

Initial Business Response /* (1000, 6, 2015/09/04) */
This customer had us out paid for half the service then decide to try and fix it himselfHe replaced the part we diagnosed we don't know if he did it right or was properly grounded when it was replacedHe then had us come back out to give
him another diagnosesWe are refunding his money minus the cancelation feeWe consider this matter resolved
Complaint Response Date bumped because: Holiday

We are sorry about the fact that emergencies happen and sometimes guys have to deal with family stuff. We got her appliance fixed as she states and where more the willing to return and perform the maintenance on the furnace and ac. She states a breech of contract but if the
customer will examine the contract no time is specified. A reasonable person would understand that some times for reasons beyond our control schedules need to be changed. We are happy to perform the maintenance. If the customer want to cancel their contract we can refund the money

Initial Business Response /* (1000, 6, 2015/09/15) */
If we indeed have done such poor service we would be happy to give a refundWe would like to see the invoice of the other company that went out to fix the problem and we need to give us an appointment to get our parts back to issue the
refund
Initial Consumer Rebuttal /* (3000, 8, 2015/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We had to have a new ice maker installedI would be happy to return the parts but Action Appliance will need to bring the original compressor and door seal that was replacedThe replaced ice maker was thrown out when the new ice maker was installedI've attached the invoice for the new ice makerThe ice maker that was installed by Action Appliance was the incorrect model for the freezer and did not work
Final Business Response /* (4000, 10, 2015/10/01) */
From the invoice submitted that company replaced the icemakerNow if the icemaker was bad we would have replaced it under warranty as you had already paid for oneIt does not happen often but every now and then parts do come defective from the manufacturethat's why we provide warranty on the work we perform

We never give a time frame of 5-days its 7-business days and we definitely had the parts in time to finish all repairs before the big party. We can only diagnose what we see when we are out there we saw water leaks and control boards with water on them. So we made our recommendations based on what we saw and experience with water and control boards. If the second company saw something different after we were out there. We stand by our diagnoses as no documentation has been provided saying that we were wrong. We will be happy to refund the difference excluding the cancelation charge

I am rejecting this response because: I asked for a breakdown of the costs and how they arrived at the costsI was told the owner would contact me the evening of the initial contactThe owner never called me, so I called the business several times after realizing that I had no breakdown for the cost other than what the individual who came out told meI then felt that their business practices were suspect because the owner would not call me backI talked to two separate people in the office (one woman with an accent who says she has been there for years) stated they do not provide itemized bills and use some type of data base to come up with the amounts quotedI asked about this...again I was told by this employee that the owner would call meI waited knowing that the company already had my fundsI believe I made a mistake and kept the appointmentThen on the appointment day, the technician did not show during the to am quoted windowI was concerned that they were trying to keep my funds (given what I have since read about the company) so I cancelled the transactionI then left to do errands with the technician showing up 1/hours after their own stated windowMy son allowed the technician to do the work I will agree to pay something, but I want a breakdown of the costs and the labor, and I believe I should receive a discount because no one arrived within the stated time frame after Action Appliance billed me for the entire amountThey have such poor business practices, rude and ineffective office staff, a technician who wouldn't even provide a courtesy call to say he wasn't coming, and a owner who could care less about the concerns of the consumerI also later found that the part that I needed for the dryer door is only about $20, yet I was charged over $This is totally unacceptable even if you up charge your labor. I need a thorough breakdown and need to be compensated for a technician and owner who acted in a unprofessional mannerWhat is the charge based on these concerns coupled with the real cost of the job?
Sincerely,
Darlene Sampson

Initial Business Response /* (1000, 7, 2015/12/09) */
We were contracted to go out and repair this disposalUpon arrival we determined based on the age and looking like it was leaking we gave a estimate to replace the disposalThe estimate was not $it was $for a new 1/horsepower
disposal installed*** refused estimate and our technician left after collecting the trip chargeIt is our job to diagnose and recommend it is our customers job to buy or not buyWe have been in business for years and this is very offensive saying that we cut wires or caused damage because the customer didn't go with our recommendationWe have people tell us no every day its part of the businessWe consider this matter closed as we just gave our recommendation we did not cut any wires or tamper with unit in any way
Initial Consumer Rebuttal /* (3000, 9, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is fraudWhether the wires were or were not cut, the estimate was still 150% of the actual cost needed to repair the disposalThey did come down to $after I protested the pricePrior to my asking they requested $for servicesIf they are still unwilling to refund my money, I would like this matter posted public ally on the Revdex.com site so others won't be robbed for the next yearsIt's obvious thus company lacks service and integrity on many levelsThe first being my experience, the second being their website with fake reviews and the third being their incapacity to make right by thus situationI am not agreeable to this response and will not be agreeable to anything less then getting my money back and an apology from this business which should be shut down

Initial Business Response /* (1000, 9, 2015/08/05) */
We are sorry that this is happened accounting has been advised to refund the moneythis was an oversight by the technicianwe have no issue fixing itWe consider this matter resolved and closed

We have been in business over years and its very insulting that this customer would make such statements. We would be happy send out a senior technician to look at the icemaker and determine if it was misdiagnoised or if it needs to be replaced. This customer provided no proff that the ice maker is working just insults. We do between 20,000-30,service calls a year and so in years we do between 60,000-90,service calls we only have complaints on the Revdex.com now any resonable person would agree you Just cant make everybody happy but we have a great record

This is a complaint about not liking the way the invoice is formatted.  We just like all companies decided to go green and help out the world by not having hand written invoices.  Our system emails customers as soon as the invoice is asked for now having said that because we rely...

technology to do this emailing for us from time to time there our delays and we get them fixed and send the invoices out as soon as we are able.  We gave this customer an invoice they approved repairs the work was performed and the dish washer is working and now after the fact they don't like the invoice.  We are sorry for the delay in the emailing and would be willing to send 2 $25.00 off coupons off your next service.

This is a big misunderstanding the facts of the matter are that The first technician went out and diagnosed the control board that was a good and correct diagnosis.  The problem is that some of Samsungs model numbers don't bring up the right parts.  That is the case with this fridge...

and so it takes a lot more time and effort to find the right parts.  We have not taken advantage of this customer in any way on the contrary we have gone way above and beyond trying to find the correct parts for this customer.

This is very clear that this customer just has a problem paying not that we did anything wrong.  It is not wrong to or unethical to have a cancellation fee.  The cancelation fee is just what its called this customer cancelled not based on anything we did but rather just because.  This...

is not a legitimate complaint but rather a complaint about price.