Action Appliance, Inc.

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.
I hope they make good on the promise to return. If not, I'll file another complaint. As is microwave still not fully repaired.
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/05/12) */
We would like to start off by saying that we have been in business over 24 years. We have done service to hundreds of thousands of customers in this time frame and all of the services are performed with a contract. We are very happy to fulfill...

our end of the contract and expect our customers to fulfill their contractual obligations. Now [redacted] canceled the work to be performed and then disputed the charges of her credit card so naturally we could not issue a refund on money that we didn't have. Once her credit card company found that we did indeed have a contract they returned to money to Action Appliance Inc. Instead of contacting us for the refund she proceeded to contact us saying we charged her card twice at that point we had no record of anything of the sort so we asked her to provide paperwork showing that we had charged her twice. Now this was just dishonest and not true we had never charged her twice and she knew that. After we had copies of her records and talking to our credit card processor we found that nothing like that had taken place. If she would have just been honest from the start she would have her refund back minus the trip and cancelation fee. Now that all the confusion is cleared up [redacted] will be getting the refund that she is due. We consider this complaint resolved.
Initial Consumer Rebuttal /* (3000, 13, 2015/06/05) */
I just found the responds from Action Appliance and being honest with this company is something I have done from the beginning. I have given them records and never stated that I was charged twice on my credit card. Action Appliance admitted I had canceled the service for repair to my credit card representative ([redacted]) on February 21, 2015 and they, Action Appliance, would refund my credit card at the end of March. On April 8, 2015 Action Appliance stated that my credit card company never paid them and that they needed proof of payment. The proof of payment was taken to their office in May 2, 2014 and within 1 hour [redacted] from Action Appliance called me to tell me their accountant reviewed account and said there would be no refund because the work had been completed on my washer and drier. When I told [redacted] the washer and drier had never been fixed by Action Appliance, [redacted] said prove it and that she would not argue this matter. I requested a call back from Action Appliance office manager, was told he was out of the office, I requested a call back the next day. I never received a call back. I have been totally honest with this company and tried to work with them. I did not received a refund of $506.05 to my credit card company as of June 4, 2015, but the response to Revdex.com from Action Appliance is an all out lie. This company did not try to work with me or my credit card company and for them to say it was me is an all out lie. I called my credit card company today and the Master card company is refunding me $506.05 I will be reporting them to Colorado fraud related to the use of my signing a blanket Ipad and Action Appliance never giving me any paper work or email related to the one and only service call with no repair to the appliances and charging me $619.19 and taking my signature and putting on a form that I never saw or reviewed is noting less than fraud.
[redacted] A. [redacted]

Final Business Response /* (4000, 15, 2015/06/08) */
Again this customer is not being honest in anything we have her paperwork and were she said that we charged her twice and that she demanded a refund for being charged twice. We have no issue in a cancelation they just have to pay the cancelation charge. Just like every contract you get a penalty for not finishing the contract. We have been in business for well over 20 years and have performed hundred of thousands of services. It is offensive that this customer would lie about us and our service. We have sorted out all dishonest info and she will be getting her refund we consider this matter closed

Initial Business Response /* (1000, 7, 2015/07/27) */
We have returned to this customers home and have parts on order for the repair of their washer.

We provide a menu price  for the work we perform and we give the estimate up front and let the customer decide if they want to have the work done.  We assume that the person making the decision is capable of make that decision and that they are happy with it.  We have been in business for over 25 years and we provide good fast service for a fair price.  We are not the most expensive nor are we the cheapest however we are fair for the work we provide.  We consider this matter closed.

Initial Business Response /* (1000, 11, 2015/05/20) */
We understand how this is a very frustrating ordeal and are working at getting it resolved as fast as we can. We ill get the damages fixed that the technician caused and we will either get his oven fixed or a refund will be issued. We will...

have a resolution for [redacted] by the end of the week. Thank you
Initial Consumer Rebuttal /* (2000, 13, 2015/05/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
as long as it is done within the week that they promised, and the oven is repaired to working condition, and the wall and damage done by the technician is repaired to its original condition, and it is installed and back to original and working order. or wall and other damage caused by technician is fixed to original condition, and a full refund is issued immediately. I agree to this solution. this has been a horrible and extremely stressful situation. I just want it resolved as soon as possible. thank you
[redacted]
Final Business Response /* (4000, 31, 2015/07/27) */
We will return the oven and fix the cabinet let us know when we can deliver the oven.
Final Consumer Response /* (4200, 33, 2015/08/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
they were supposed to return the oven fixed, repair the wall and frame, and put oven back in. we scheduled it for friday between 9am to 1pm. they arrived at 2:55 pm, with broken oven, no repairs have done, did more damage to walls and door trying to get it in the house. finally ended up putting broken oven on the back porch. they did not fix wall or frame. didn't return lldb frame, refused to refund my money. this project supposed to be completed december of last year. 9 months later I have broken, broken frame, broken wall, scratched up door and frame. and I'm out time and money, $1150 to be exact. I want all damages repaired and a full refund immediately . this has been the absolutely worst customer service I have ever encountered.

Initial Business Response /* (1000, 6, 2015/08/18) */
We replaced the motor on this dishwasher just as the customer states we also tested the dishwasher as the customer states. We found the dishwasher working as it should no leaks and we left. Now the drain hose has a leak in it this is a...

completely different issue. We are not responsible for other parts that go bad on an appliance we work on or the damage that it may cause. We are happy to return and fix the dishwasher for just the cost of parts however we will not accept any liability for failed parts not changed by us. We consider this matter closed.
Initial Consumer Rebuttal /* (3000, 8, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The tech did not stay long enough to see if there were leaks or not. He started the dishwasher and left. The fact that their own tech (the 2nd one who came out) said that the fist tech tore the drain hose indicates their liability in this matter, which they now deny. ([redacted] told [redacted] that the 2nd tech was not authorized to speak for them. How do you do business if your employees who represent you in the field do not actually represent you? How is a customer to trust anything a tech says, because the office can choose to disagree, not honor the statement, etc.?) If they break something else while fixing the original problem, how is that not their responsibility? This was not a a matter of a worn hose, but rather a torn hose that they caused! That they are trying to blame us for being negligent &/or creating the leak ourselves (which is what [redacted] said when [redacted] first called her), shows that the company has no integrity. When the first tech was here, we were discussing the floor protector we own to protect our floors when pulling out an appliance (he commented that it is much nicer than they ones they use), and that a different company had scratched our floor when they didn't use it. This tech told me that if they ever get claims of damage, the tech who did it had to go back to the property and take photos themselves. Clearly, that is not true, or at least not enforced.
Now I know why they were available on such short notice - it is because they do poor work and don't back it up, avoiding responsibility at all costs. We were referred to them by another repair company because they handle LG repairs, but had we checked the Revdex.com website before calling them, we certainly would not have used them. When this all came up, we then looked at the Revdex.com to discover 123 complaints against them! Hindsight is 20/20. When [redacted] mentioned the almost 130 complaints, [redacted] was very quick to point out that it was "123, and they had all been resolved!" I guess I know now what kind of business knows exactly how many complaints it has at any given time . . . one that has to constantly reply to complaints against it. We have already had the damaged hose replaced so that we can use our dishwasher again, and even if we hadn't, we would not allow this company back in our house for any repair, so that is not a satisfactory outcome for us. We maintain that they owe us for the damage to our floor.
Final Business Response /* (4000, 10, 2015/09/04) */
We have been in business for 25 years and do well over 20,000 service calls in a year so in the 3 year reporting that the Revdex.com does we do well over 60,000 service calls. So you can see that we have less then 1% complaint rate. We also have been around 25 years now that is not a company that does bad work. The fact is that this customer had another problem after we left that does not mean we are the cause of anything that goes wrong for the rest of the appliances life. My technician that changed the motor is NASTEC certified and has been doing this for a number of years. He did not damage the hose and we consider this matter closed
Complaint Response Date bumped because: Holiday

Complaint: [redacted]
I am rejecting this response because:This business is not being honest.  No offer of any manager even calling, let alone visiting, was ever made.  Secondly, the provided invoice of another company proves that they didn't reassemble the dishwasher correctly.  Action appliance was trying to convince me the parts were broken and wanted more money.  It is also untrue that it was working when they left.  Why would they have scheduled someone else to come out if it was working?  Please see the other 87 Revdex.com complaints of this business and see that I am not alone.  I will be contacting the CO attorney general.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/08/26) */
Our technician was given the approval to go ahead with the repairs we were unaware that this was not the person giving the approvals machine as they were paying and making the decision. We have no problem refunding the money if the owner has...

not made the decision. We operate under the assumption that the person that is making the decision and paying is the owner.

We went out to this customers home and gave them an estimate to repair the dishwasher the customer refused to have repair done.  We left then after the fact knowing that it was 54.95 for trip and diagnosis decided that they should not have to pay for service rendered.  They didn't pay us...

to uninstall the dishwasher they didn't pay for anything other then trip and diagnosis which we provided.

Well of course it was working when we left and we only planned to go back after the customer said it was not working.  Any reasonable person would agree that there would be no way we could go back with out the customer calling to say its not working.  We most defiantly did offer to send the service manager out to this customers home and he refused.  Since he brought up the numbers we do about 30,000 service calls a year and the Revdex.com reports on 3 years so if we have 87 complaints in 3 years with running 90,000 services then the math is real simple we have less the 1% complain rate.  We have fulfilled our contract replacing the part he paid us to replace and did not let us return.  We feel that this matter is resolved.

Complaint: [redacted] 
I am rejecting this response because: Their service tech that came out said they should have replaced both the compressor and the condenser.  he said that they have been doing several of these over the last few weeks.  If they would have done that the new compressor would not have gone bad in 10 days. And I would not have to pay for a second trip for them to come out. This company made a bad call and I should not have to pay for their mistake. 
[redacted]

We were called...

out on the refrigerator because it didn't work not sure what reasonable person would say we caused the appliance to not work. It is our job to diagnose and recommend it is the customers job to buy or not buy.  We left that in the customers hands and they made the decision to go ahead with the repairs.  Then once they made the decision and part were ordered they decided to back out of the contract.  We don't have a problem with that they just have to pay the cancelation fee.

Complaint: [redacted]
I am rejecting this response because:  They did come each time except for Monday 6/27.  However each time they came the problem wasn't fixed.  They tried to charge me extra money each visit, except the second time [redacted] came out.   After having a technician out here 4 times total ([redacted] twice and [redacted] twice) the refrigerator still wasn't fixed.  The original problem remained.  I got sick of dealing with their ineptitude and decided to buy a new refrigerator when they left me on hold.  I want the $296 back from 6/3/16 that didn't fix the problem.  This has absolutely nothing to do with the warranty.
Sincerely,
[redacted]

Complaint: 11033044
I am rejecting this response because:The response from Action Appliance is much like the service they neglected to provide.  The basis of my complaint is the lack of understanding, compassion or willingness to work with their customers.  In reading reviews on numerous websites about Action Appliance, all seem to have roughly the same comments about this company; "they weren't able to get the right part and there was no manager to talk with".  I have absolutely no experience in appliances and even I was about to figure out just by googling it, that the part needed is no longer manufactured under that particular part number.  I simply entered the part number into a search engine and multiple sites came up with the part now manufactured in place of the original part number.  I also found it shocking that Action Appliance tried to charge $185 for a part that was available for less than $40.  Also, Action Appliance's complete disregard for customer service was astounding.  I called multiple times over several weeks asking for a manager only to be told I would have to leave a message and they would call me back.  Even after filing a complaint with Revdex.com and having my credit card company dispute the charges, I have STILL not received a call from anyone in a management position.  In additional to the extreme lack of professionalism, Action Appliance not only was not able to repair my microwave, they caused additional damage while assessing it!  When we got a competent repair company to actually fix the issue, they discovered a pile of screws inside the microwave that the Action Appliance technician neglected to put back.  I also caught the technician putting screws in his pocket prior to leaving my house.  Also, I was forced to pay the competent company to replace a part that was said to have been damaged by Action Appliance due to improper inspection of the microwave.  The icing on the cake was being called a liar by [redacted] in their offices, accusing me of not having any business even calling regarding this issue because she had no proof I was the owner or the person who paid for the diagnosis. This company is a complete scam and it appears they diagnose a lot of appliances that "they cant get the parts to fix" just to charge an inspection fee.  I too consider this case closed as I have disputed the charges with my credit card company, who was in complete shock and awe of the remarks made by [redacted] during our 3-way call. 
Sincerely,
[redacted]

We went out and did service on the dishwasher and everything was working when we left.  The customer called back saying it was leaking.  we went back again and found that more parts needed to be replaced we gave the customer an estimate that was refused.  The customer claimed that we...

had broken his dishwasher that is just not true so we went about seeing if we could do anything to help the customer out .  We offered to send our service manager out to look at the dish washer to see if our technician broke the pieces that now needed to be replaced the customer refused.  We feel that we have gone over and above for this customer and consider this matter resolved.

Initial Business Response /* (1000, 6, 2015/09/25) */
This customer called Action Appliance out for his dishwasher he decided he didn't want our repair and only paid for the trip and diagnosis. He called back asking what we would charge him to install the parts as he was going to get them some...

other place. They have received the service that they paid for and we consider this matter closed
Initial Consumer Rebuttal /* (3000, 8, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The estimate that Action gave was approx $500. I called another company and the parts that I was told were needed was not true.
Their estimate was Approx $500. The unit was fixed for $150
Was not told the truth

Initial Business Response /* (1000, 6, 2015/09/15) */
Fist thing we should point out is we went to [redacted] home and gave him an estimate to do repairs. He refused repairs and we left he paid the trip and diagnosis charge where is the unethical practice in that? It is Action Appliance Inc.'s job to...

diagnosis and recommend it is the customer job to buy or not buy. If the customer had warranty then why were they not calling **? We never told them we do warranty work for ** or anybody else. So this is not unethical practice and we consider the matter closed.
Initial Consumer Rebuttal /* (3000, 8, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1. Action Appliance Repairman has not provided written estimate as stated would occur in order for us to make an informed decision. Gave a verbal estimate along with pressure that you should pay now as we only have one compressor available. Luckily, did not fall for this game.
2. Action Appliance is a licensed provider to repair LG products, did not say "warranty work" but should be fully knowledgeable of the products being repaired to provide consumer with accurate info. How can a company sell themselves as a provider if they are not fully informed of product parts and associated coverage with parts from the manufacturer?
3. We did not purchase the refrigerator being repaired therefore we were not aware of extended warranty on a few parts (or we would have called LG initially) until further research when suspected "shady" business practices.
4. Attempted to resolve this issue on the phone 3 times however the representatives were extremely rude and would not allow access to a manager escalating their voices and speaking over us each time. Still have not received a call from management as requested to resolve this issue.
5. A complaint of this type is not the first for this company. As visible online, this unethical practice occurs regularly in their business.
6. What is unethical: not having complete knowledge of the products being diagnosed or repaired, not providing written estimate as promised, not providing customer service or access to management for a peaceful resolution
We have NEVER filed a complaint before but feel strongly that all consumers should be fully aware of this companies poor business practices!
Final Business Response /* (4000, 10, 2015/09/25) */
[redacted] called Action Appliance Inc was told over the phone that there was a trip charge of $54.95 to go to his home and diagnose his refrigerator. [redacted] agreed to the charge and we sent a technician out to his home. He was given an estimate that he refused and so he paid the trip charge. There is nothing unethical in any of this. He wants to be upset that we didn't know his refrigerator was under warranty when he didn't know? Any reasonable person would acknowledge that the owner of the appliance should know more about their own warranty and purchase date then a repair man come to fix it. again nothing unethical in this we gave an estimate to fix Robs refrigerator he refused. we do all our invoicing in digital form to help go green and not waste paper. We consider this matter closed

We offered to send this customer the service manager out aftert he original technician did not get it working.  The customer refused to have him out to his home to fix the refrigerator.  We understand the frustration that comes with having a broken fridge and we would be happy to still...

send our service manager out to fix the fridge .  Please have the customer contact us at their erliest convience to make this happen. T

We have been in business for over 25 years and it is ridiculous to think that we are scamming people for a trip charge.  We have to wait until the 3rd party warranty company tells us to go ahead with repairs and provides payment nobody works for free.  This customer knew we were...

working with her warranty company to get this work done when they became  belligerent and rude that is when they were told to go with another company to do the repair.  We feel that we went above and beyond working with her warranty company to provide service and feel that this matter is resolved .

This customers refrigerator has been repaired by us and to our knowledge it is still working we have gone above and beyond for this customer we got techs out to there home to get it repaired in a timely manner.  Any reasonable person would understand that you have to pay for service and that...

you are not entitled to half  off for us being a little late.