Action Appliance, Inc.

This customer has a problem with her Lg product we are not the warranty company for Lg so if she has other issues with the appliance that she wants us to fix she will have to pay for the repairs any reasonable person will understand that.  We are happy to do more repairs for the customer as long as we get paid for services rendered.

This is still an active ticket we have been out to this customers place and have ordered more parts we are waiting to return and finish repair as soon as the parts come in from the manufacture.  To our knowledge we where unaware that there is a problem and would love to have the customer come...

call us directly to try and resolve any issue they may have.

Initial Business Response /* (1000, 6, 2015/07/27) */
All the parts used on this ice maker are OEM parts. That come with a warranty. We give a 90 day warranty on the work we do. This ice maker has been fixed and we have not been paid we are still owed $350.00 and need payment for all work that...

has been completed.
Initial Consumer Rebuttal /* (3000, 8, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told the first part used was generic not OEM, the second part used was OEM I have asked for an invoice not received one so I do not know the balance due and we were told we had one year warranty also nothing in writing. After almost 5 months the ice machine in working I am happy to pay if I had the requesting information that I have requested and given my email address on 4 different occasions.
Final Business Response /* (4000, 10, 2015/08/13) */
We are happy to send the invoice again. As stated by the customer the ice machine is working and we have not been paid. As any reasonable person can see we have gone above and beyond for this customer its fixed and we are not paid.

Complaint: [redacted]
I am rejecting this response because:
This company completely ignored a scheduled appointment for maintaincecand in a recorded conversation with a female employee from this company she clearly states "they somehow overnighted my appointment". In this instance it wasn't "an emergency" that caused my maintaincecand delay, it wasn't a "family emergency", it was either someone upset about my previous complaints and intentionally ignored my name and address on the appointment list or someone unable to read the appointment list. The maintance contract that I'm able to submit says very clearly and boldly says "100% money back if not satisfied" so I want my $240.00 back. I
Sincerely,
[redacted]

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. The tone of the business' response is somewhat...

questionable, as they did not issue the refund until  the complaint was filed, but we do have our refund now.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Action Appliance is making false accusations. And so why send your technicians time and time again to someone “intimidating and menacing ” if and only if for this business to keep correcting their own mistakes?  And so the facts are that it took them ten times for someone from this company to “fix” our refrigerator, while in the process burning our floors.Talk about being offended, never getting the opportunity to discuss those problems with the owner(s) as requested multiple times.  Therefore, why keep “technicians” coming back to our house to fix flooring? Apparently, their “technicians” aren’t trained to put drop cloths down when welding. If this business claims they repair appliances, how is their ability to fix wood floors or even suggest a worthy carpenter be conceivable? 
Sincerely,
[redacted]

This customer was given an estimate up front before any work was done the customer approved work then after the fridge is working decided that he didn't like the price.  It is our job to diagnose and recommend it is the customers job to buy or not buy.  So we help up our end of the...

contract and expect honest reasonable customers to do the same.

Initial Business Response /* (1000, 6, 2015/07/27) */
We would like to point out that we that we had tried to send our tech out many times and called many times. the customer only gave us his wife's cell phone number and she would not answer or call us back. Now its offensive to be called a...

crappy company when we had been trying to get ahold of the customer and get his dishwasher fixed. We can only call the phone number that was provided to us. We would love to see this separate guys invoice for the same repairs since he claims we are expensive. It is easy to call a company names and get upset but seams to be to hard to provide any proof to the allegations. We provide good honest service at a fair price we have been in business for over 24 years and do well over 20,000 service calls a year and have less then 1% complaints.

We give every customer an estimate up front before we do any work.  It is our job to diagnose and recommend it is the customers job to buy or not buy. The customer elected to go ahead with the repairs and then after the fact decides that they should get an adjustment on the price. ...

Any reasonable person would agree that you cant demand an adjustment after the work is done.

Complaint: [redacted]
I am rejecting this response because: our estimate was $100.00 less than the the total bill.  Since they will not provide me with the detail that I outlined in my previous email, I can only assume they are hiding their costs.   This is not asking too much from a company to provide to their customers.  To provide the cost of the two parts,  service charge and labor costs, deduct my $30.00 new customer discount and add in taxes should not be too difficult. This dishwasher is only 2-3 years old.  The technician mentioned that Bosch was aware of this problem and was covering the repair costs.  I assumed my DW was beyond the warranty. Perhaps, Bosch paid for this and Action Appliance is simply charging me the full amount while pocketing the difference.This is beyond comprehension, they have been paid so what do they care.  
Sincerely,
[redacted]

[A default letter is provided here which indicates your acceptance of Mediation. 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 Mediation is necessary.
Regards,
[redacted]

Initial Business Response /* (1000, 6, 2015/07/30) */
We understand the frustrations that come with waiting to have an appliance repaired. Unfortunately this customers appliance is made by a foreign company and the parts take longer to get then if we were dealing with an American company. The...

part was indeed ordered and has been shipped we anticipate its arrival any day now. We have been in business for over 24 years and do well over 20,000 service calls a year. We have every intention of taking care of all our customers. This is just a miscommunication. We are willing to offer a discount for the long delay in getting the part from the manufacture.

The claims this customer makes are completely false.  We ordered her part the same day after the technician left her home.  We base the information that we give and time frames on what the distributors tell us.  From time to time parts need to come from the manufacture we not only let...

the customer know this we also offered her 10% discount for the delay.  So this customer owes for the trip out and the cancelation fee.  We have gone over and above to accommodate this customer.

Initial Business Response /* (1000, 5, 2015/05/26) */
This customer called about his washer not filling our tech went out and diagnosed a bad main control board the estimate was given the customer agreed to the repair and we ordered the part. The parts came in we went back out and installed the...

part at that point in time the washer wash filling but would not go into spin our tech dug deeper and found it needed another part. This happens from time to time when dealing with complex electrical and mechanical appliances. We needed to order the new part when the customer called and was very rude cussed at the office staff and at one dispatcher told her he wanted her to get cancer and die. Now that's way out of line so we decided it was best to part ways with this customer and that he could pay the cancellation fee and we would go our separate ways. We consider this matter closed and would just like to say nobody likes to get cussed at and told to get cancer and die. We wont do service for somebody like that.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
there was no invoice or any agreement that they would show me. And you your tech didnt know what he was doing from the jump..I still have the wash machine and intend to have sears out here to fix it right the first time. At that piont I am contacting ( news wants to know. THIS IS FAR FROM OVER you stole from me and IM not only one read comments on google they did the same thing to other people. AND you would cuss to if you were on DISABILITY and had been taken advantage of.

Initial Business Response /* (1000, 6, 2015/08/11) */
This dishwasher had more problems not just the control board we also replaced the heater and thermostat to get it working for [redacted]. When the heater goes bad it can and did burn out the control board. To our knowledge this dishwasher is now...

working as it should and we consider this case closed.
Initial Consumer Rebuttal /* (4200, 13, 2015/09/17) */
I made a complaint haven't heard anything from the company, my dish washer is broke again, didn't stay fix very long at all.
Final Business Response /* (4000, 15, 2015/10/01) */
We would be happy to come back out and see what the problem is for no charge. We can get the dishwasher fixed.
Final Consumer Response /* (2000, 17, 2015/10/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
will it be fixed with no charge, no parts charge or ant other charges

Any reasonable person would understand that mistakes are made when we deal with human beings.  We offered to make it right and are still prepared to go out and finish the maintenance.  The maintenance  is for 3 trips to the customers home so how could all be performed at once?  Again a reasonable person would understand this.

Initial Business Response /* (1000, 6, 2015/07/02) */
We have replaced the blower motor and the water pads on this unit we asked the customer to provide us with the invoice of the work that their contractor did so we could see what was done and try to come to a resolution they refused to provide...

that info. We have done a lot of work and want to be fair if they want a refund we would have to go get our parts back as well. We think we have been very reasonable in trying to resolve their issue. We would like to see what was done to get unit working from contractor.
Initial Consumer Rebuttal /* (3000, 8, 2015/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When Action asked me for an invoice from the contractor who fixed the problem, the woman literally yelled it at me, and threw me on hold because she did not want to speak to me further. Regardless, it's completely irrelevant since the Action team ALREADY ADMITTED THEY DID NOT FIX THE PROBLEM and told me I would need to fully replace the unit. The technician who told me I needed to replace it actually said to me that he didn't want to keep coming out here, thinking he's fixed the problem, only to find out he hasn't. If there is a 90-day guarantee on services, and we paid you to fix our cooler, and you did not fix our cooler, done deal.
Moreover, you did not replace the water pads on the unit. It's not on any of my invoices, no one ever spoke to me about it, and we actually did replace them with the other contractor, who brought down the old pads, which were clearly many years worn down.
Final Business Response /* (4000, 10, 2015/07/13) */
Again we are asking for the invoice from the other contractor. So we can see what was done. We cannot move forward with out knowing what was done. However if the customer wants their money back we can arrange to have the parts we put in taken off then we can refund once that is done. If the customer will not comply with our requests then we consider this matter closed

Any reasonable person would understand that we don't manufacture the parts we have to get them from the manufacture and that can sometimes take more time than we initially anticipate.  We give time estimates based on what we are told at the time of service.  From time to time those time estimates can change and we let the customer know that it will take longer.  The fact that the times from the manufacture changed does not void the contract.  We consider this matter closed

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.
Sincerely,
[redacted]

Final Consumer Response /* (2000, 7, 2015/09/21) */
FULL CREDIT WAS GIVEN ON 8/19