Action Appliance, Inc.

Complaint: [redacted]
I am rejecting this response because:We are not dishonest people & this is very insulting.  We are the only ones that have tried to settle this in a respectful matter.  The manager, [redacted], has NEVER contacted us even though we have asked repeatedly for him to call us to discuss.  This started with the day that the technician was at our house.  We have since sent in a payment to the attention of Mr. [redacted].  The payment was for the balance minus $25.00, which was less than 10% of our total invoice.  We also sent a letter still asking for him, the manager, to call and discuss the issue with us.We have the credit and credit reports that prove that we are not ones to skip out on bills.  To state that we moved out of state and chose not to pay this bill is ridiculous.  A respectable business, would 1) address the concerns of their customers, and 2) mail out statements on a monthly basis if they truly wanted to collect their balances (not have the first one be months later stating it was being sent to collections.)  We moved out of state because of our jobs and even though it has been a hectic time, have managed to have all of our other bills taken care of in a timely and complete manner.Thank you.[redacted]    
Sincerely,
[redacted]

This is clear cut case of a customer not wanting to pay for services rendered.  They knew that they owed the money and made no effort to pay for it.  They refused to pay the technician after the work was completed.  The only recourse that we have is to send them to collections. ...

They are dishonest and moved out of state knowing  they owed this money never attempting to pay what was owed or even trying to get a discount they are dishonest and at this point no discount will be offered we will consider the matter closed when they pay what is owed.

Revdex.com:
Only after I threatened them with other action did...

they do anything more.  They told me for 3 weeks that they couldn't find the part and were researching.  Other repair companies told me the part was readily available and it was a part their repairman broke.It took almost 3 months for this repair to be made and I had to call them many, many times to get them to do anything.  They were very hard to get to talk to anyone and not very cooperative or nice.I have reviewed the response made by the business in reference to complaint ID [redacted], and at this point the ice machine is working.  It certainly wasn't when I made the complaint
a few weeks ago.
Sincerely,
[redacted]

This refund was issued and to our knowledge the customer has their money.

Complaint: [redacted]
I am rejecting this response because:I'm repeating myself.They were called out because the refrigerator was not cooling but would power on. When they left, the refrigerator would not even power on.When pressed, they said that it would no longer power on because they had fried the board. They asked for us to pay for both the fried board (in excess of $600) and the condenser. My wife didn't understand what happened but grabbed me before they left the property. I asked them to reverse the charge before they left (long story short that has already been documented). We did not agree to these charges.The tech said I would have to call in - that he couldn't do anything. I did. The person on the phone told me she would cancel the order but to call in the next day to confirm. I did. They tried to charge me 25%. They owner would never agree to speak with me. They still have the charge on my card. I can only conclude that this business is being run as a scam with the intent to exploit people. 
Sincerely,
[redacted]

To our knowledge this customers appliance is fixed and working.  If it is not the customer should contact us directly to have us out for warranty repair.

Our technician that was out at this home has over 15 years experience and knows what a bad compressor looks like.  We can only diagnose and recommend  based on what we see at the time we are out there.  It is more then obvious that this customer just wanted to try and save a buck and...

went with a different repair It is not one we recommend.  From what we were able to diagnose it needs the compressor to make the refrigerator work right.  We stand behind our technicians recommendations based on his skill and experience.  It is our job to diagnose and recommend that is what we did it is the customers job to buy or not buy.  We believe this matter is closed and that the customer will see that the diagnosis we gave was correct.

Initial Business Response /* (1000, 7, 2015/08/11) */
This customer refused to let the technician finish repair when he was at her house. She grabbed the control out of his hands and said she was disputing charges on her credit card the technician told her she could not have the part for free but...

to let him finish the install she refused. Now for the time line of events we went out on a Thursday night so no way to expedite shipping until Friday morning. Customer did not pay for Saturday delivery as it costs a lot more. So part was to arrive Monday after noon part did not arrive until Tuesday afternoon. As we have no control over shipping we were happy to refund that portion of her money. Technician went to her home Tuesday night to finish repair at which time customer refused. We tried to get this customer's appliance repaired in the fastest time possible. [redacted] did not need to wait any longer or go find another company as we were already at her home with the part to fix it.
Initial Consumer Rebuttal /* (3000, 9, 2015/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"This customer refused to let the technician finish repair when he was at her house. She grabbed the control out of his hands and said she was disputing charges on her credit card the technician told her she could not have the part for free but to let him finish the install she refused.
Asked for "Rush" delivery and paid for entire service including the installation with my Visa card in the amount of $565.48.

Now for the time line of events we went out on a Thursday night (afternoon) so no way to expedite shipping until Friday morning. Customer did not pay for Saturday delivery as it costs a lot more.
Was told that part would be in no later than Saturday and I would be called as soon as it arrived. Saturday delivery was not offered and so I "assumed" the part could still be installed on Saturday
So part was to arrive Monday after noon part did not arrive until Tuesday afternoon. As we have no control over shipping we were happy to refund that portion of her money. Technician went to her home Tuesday night
8:30PM, I was already dressed and ready to go to bed. At NO time was there ANY communication to me as to the status of the part and the timeline that was involved. If it was KNOWN that the part would not be delivered until at least MONDAY, THAT should have been explained by the tech PRIOR to leaving my residence on THURSDAY, and the fact that the part WASN'T delivered until TUESDAY should have prompted at least a "courtesy call" to let me know what the status was.
to finish repair at which time customer refused. We tried to get this customer's appliance repaired in the fastest time possible. [redacted] did not need to wait any longer or go find another company as we were already at her home with the part to fix it.
On Aug X XXXX I hired a different company to diagnose and repair the same problem with the refrigerator and approximately 45 minutes later and at a cost of only $65, the refrigerator was fixed and working beautifully. It has been working beautifully since then. There were NO parts ordered!
The part AND the service was totally paid for UP FRONT, so technically that part was mine even if I didn't have Action Appliance install it. And even though the charge is in dispute with my credit card company.....I was responsible for the charge and DID have to pay the balance. So seeing as Action Appliance now has the part, they OWE ME the cost.
I watched the technician perform his "diagnosis" every minute he was behind my refrigerator. At NO time did he check to see if there was a clog in the water line or if there was an issue at the water source. I DID tell him that I had checked the lines when I was having my bathroom remodeled (the walls connect behind the fridge) and did not see any kinks or leaks in the line. Nonetheless, a PROPER diagnosis should have included a COMPLETE check of the system, which would have revealed that there was NO problem with the circuit board and ordering the part would have been unnecessary!
I would request that my original resolution be complied with "I have already disputed the charges with my credit card company and hopefully they will be able to resolve the issue, however, if they are unable to do that I would request that Action Appliance refund ALL charges except the original "Trip charge" of $54.95" and I DO NOT want the part
Final Business Response /* (4000, 11, 2015/08/26) */
We have no issue refunding money for a cancellation however she cannot get paid twice. since she started with the credit card company we need to let them finish and the we can proceed with the appropriate action.

Initial Business Response /* (1000, 6, 2015/11/23) */
We understand that it can be frustrating waiting to get a leak fixed unfortunately the parts that are needed to finish the repair correctly are on a factory back order which means that we are subject to the manufacture making and sending the...

parts. This does not happen often it is not what we anticipate when we give our time frame of 3-5 business days. Again we are sorry for the delay the manufacture has released the parts wand we can finish the repair. We consider this matter closed

Initial Business Response /* (1000, 6, 2015/10/01) */
We understand the frustration that comes with having a broken appliance. We do our best to accommodate our customers we work from 7am-8pm Monday-Friday and Saturday from 8am-6pm. We also can take a cell phone number so that nobody has to miss...

work. We try to make it to all our appointments on time however due to the nature of working on complex electrical and mechanical appliances that we work on we can run behind. We are sorry that you were one that we ran behind on. We do well over 20,000 service calls a year and we make over 95% of those appointments.
Initial Consumer Rebuttal /* (3000, 8, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response fails to address several of the issues I raised.
The company failed to call or show up for the call when they promised. Their level of customer service was extremely poor!
They had a cell number and could have called!
The response does not address the poor adjustment to the cost of the service call and parts.
Final Business Response /* (4000, 10, 2015/10/23) */
Unfortunately due to the fact that we deal with complex electrical and mechanical problems we can not guarantee time. We try to make our appointments as best we can dealing with such unknowns. We have given this customer $50.00 off and that is more then fair. We consider this matter closed.

This customer has had us repair other things in his house he has had other invoices that clearly state the refund policy.  The repair that he wants to cancel is a special order part that needs to come from the manufacture.  Action Appliance had already invested time and...

energy into ordering his parts.  The manufacture has them on a back order which means they need to make the part so that they can ship it out.  This is not uncommon when ordering cosmetic parts for older appliances.  We consider this matter closed.

Initial Business Response /* (1000, 5, 2015/11/09) */
We have fixed this refrigerator it had multiple problems starting with the defrost system. We have also corrected the ice door from frosting up by replacing parts that we provided at no charge to [redacted]. we considered this matter...

closed.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My refrigerator did not have multiple problems until Action Appliance started to work on it. My only complaint was there was frost accumulating in the freezer section. That was my only issue. Also, I did pay $652 and had a total of 10 visits to my home from Action Appliance to deal with the frost issue. So, I don't consider $652 a [redacted] amount of money and I find it interesting that they state they replaced parts at "no charge" to me.
Final Business Response /* (4000, 9, 2015/11/23) */
The refrigerator is fixed and we consider the matter closed

We can only go off what is written on the invoices as our invoice states what work was done and if the warranty was extended.  This invoice was provided to the customer at the time of repair and we never heard from him saying it was wrong or not what talked about with technician.  This...

customer has not provided us a copy of this card that he says claims something different.  We are happy to examine it against our technicians signature to compare if it was from the technician.  Not having any real proof we have to default to what is written on the invoice at time of service any reasonable person would agree with that.

As any reasonable person would agree to that being in business for over 25 years some floors will get damaged it happens.  If the customer doesn't like the guy we recommend go look at the floor then they are welcome to get 3 bids and send them to us.  We consider this matter closed.

This is completely un true nobody wanted to fight with the customer and the thought of it is ridicules.  This customer had an appointment scheduled The technician had the parts and was ready willing and able to finish the repairs in the scheduled time frame.  This customer...

was insistent that the technician call him which he did and told him he was still on his schedule and that he would be heading out to his house next.  The customer cant say that the technician  didn't do what he said he would do he was just delayed as he has other calls to attended to.  Any reasonable person would agree that this is what he wanted and we did it.

Initial Business Response /* (1000, 6, 2015/11/27) */
We are very sorry for this very big inconvenience We will make sure that you have your refund this week. We consider this matter closed customer will get their refund asap.
Initial Consumer Rebuttal /* (2000, 8, 2015/12/05) */
(The...

consumer indicated he/she ACCEPTED the response from the business.)
Although we did not receive a full refund for the money paid, we did finally receive a check in the amount of $465.34. Perhaps the difference was related to a service call charge from the initial visit. Regardless, we were happy to receive anything after the "run-around" we got from this company.

Complaint: [redacted]
I am rejecting this response because: I had two different techs come out to my home to repair the refrigerator on 5 different occasions.  So I did give them plenty of opportunity to come out a fix the problem.I finally had a Whirlpool certified tech come out to repair my refrigerator and he had to replace the compressor that was installed by Action Appliance.  The Whirlpool tech also said the real problem was the condensor, which he also replaced.  It took this Whirlpool tech one visit to repair the problem NOT 5!!!On several occasions I was told I could get my money back after 90 days.  I even asked to get this in writting.  Action Applicance said they would send via email what I had to do to get my money back and never heard from them again.
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/09/09) */
To our knowledge this customers appliance has been repaired. On 8/26/15 we installed the last part and tested to make sure it was working. Unless [redacted] is having more issues we consider this case closed. If [redacted] is having more issues with...

her appliance then she need to contact us as she still has warranty on the parts we replaced.

Complaint: [redacted]
I am rejecting this response because:  This company is a rip-off.  If he told me the problem was lint then that would have been different he told me a new heating element.  That was wrong.  They are going around and taking people hard earn money.  It almost cost me going out and buying an new dryer?  Tell people the Truth.   I would never recommend this company to anyone.
Sincerely,
[redacted]

I do not find the response to be truthful or correct. In your statement you state the control board is the correct diagnosis, then why isn't the refrigerator working? After all it's been two and a half months or longer and it is still not repaired correctly? In fact the repair has been at a standstill.  Seems odd to me two techs can't resolve the problem or don't want to resolve the problem. Why has there not been an effort continue to investigate the problem or at very least inform   me as to what is going on.    The problem you have with Samsung is probably the same problem you have in general and that is lack of communication. You can't get a part if you don't order it. I called and spoke with [redacted] to find out if the part was ordered and she didn't know. I was given the same response multiple times “we can't get a hold of the tech”. The manufacturer is not a consumer’s problem; it’s the repairman’s problem. There is no excuse for needing more time.  I have been forced to take the initiative I have called multiple times to set up my own appointments, making appointments to get the job completed. When in fact it should be you calling me for the next appointment. You never return calls when you say you are, I had three no call no shows. I have called multiple times to find out our status with no results. Dodging my calls and three no call no shows demonstrates to me you are not interested in fixing my refrigerator. This type of behavior has indicates you were never interested in fixing the refrigerator in the first place.      In addition payment receipts were never given after multiple requests. Telling me the “I- pad doesn't work in certain areas” so I requested a written receipt to no avail.  Several of the office members told me they would send it out to me and it never materialized. After I was frustrated with your response I tried to back out and you tried to charge me 25% of my total bill for doing so. Your horrendous business practices and fraudulent behavior frustrated me into requesting a refund. Then you were excited about me “wanting out” when I suggested it. Finally I said no I don't want you to remove me from your books. We paid you a lot of money up front for a service we want our repaired done correctly. I asked several times to speak to a manager or supervisor not once did one call me or contact me through this whole ordeal. At this time I am requesting a full refund.