Action Appliance, Inc.

Initial Business Response /* (1000, 6, 2015/09/25) */
We here at Action Appliance Inc understand the frustration that comes with a non working appliance. However just because we have worked on the appliance one time does not mean that it has a life time warranty on every part. We would be happy...

to work with [redacted] to come to a resolution on the price of the replacement part that have gone bad now. We can be reached at XXX-XXX-XXXX We would be willing to fix it for half of what is due so we can meet in the middle. We consider this matter resolved.
Initial Consumer Rebuttal /* (3000, 8, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is an unacceptable response. I no longer am in possession of the appliance because the proposed cost of the additional repairs plus the original repair came to significantly more than the cost of a new appliance. I reject the business' claim that this matter is resolved; first of all, they never returned my phone calls to discuss this matter. They always had an excuse for why they couldn't resolve it -- first the techs involved were out of town or unavailable, then there was no manager around. The fact of the matter is that this business came to my residence to repair an appliance, two days later it was again broken, and all of a sudden I was told there were other parts they'd have to order to fully fix it. If I had known these parts would have to be ordered in the beginning, I NEVER would have asked them to repair the appliance. Like I mentioned previously, when I called and reported this incident they accused me of knowing the fridge would need those parts from the beginning. This is completely false. I have a very hard time understanding how a tech could come out and "fix" the fridge and then 2 days later it is again broken and the next tech says the original "fix" was not what the fridge ever needed in the first place. They are just trying to scam me and I refuse to accept this "resolution." Again, I want my money back for the initial repair. I will not settle for something else. This business has been irresponsible, poor at communicating, accusatory and misleading at every step of the way and I will not be coerced into accepting anything less than a full refund for what has been an immense waste of my time and money.
Final Consumer Response /* (4200, 12, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The appliance has been hauled away and therefore it is not currently in my possession. Had the company told me this would be a potential solution to the claim I would not have had it hauled away. However, since this is a property I rent to tenants, I needed a quick fix and when I was initially dealing with the company they showed absolutely no interest in settling this matter promptly. I could not leave my tenants without a fridge for 6 weeks. As it is I ended up giving them a discount on their September rent to compensate them for their time and lack of functional refrigerator. I would be willing to accept a refund for slightly less than the full amount, but I would need to know the proposed refund amount before agreeing to it.
Final Business Response /* (4000, 14, 2015/10/23) */
As we are unable to get back the parts we put on the fridge that the customer got rid of we can not offer a refund. What business offers a refund with out getting their product back? We would be willing to give them a credit against future service. We consider this matter closed

First thing we should point out is that this customer has a problem with Lg not Action Appliance.  She did not buy the appliance from us nor does she have a warranty from us that covers more then we did.  We were called out to replace a compressor because Lg wouldn't or couldn't fix her...

refrigerator under warranty.  We replaced the compressor and the customer paid for the labor to do that.  We went back out to the customers home to discover that it has more problems it needs the condenser replaced the compressor replaced again and the refrigerant captured reclaimed and then recharged this is a new issue that the customer was told that she would have to pay for as it is not a defect in our workmanship.  Once again we point out that Lg is the one that wont fix her fridge we are happy to make the repairs but she will need to pay for the additional labor and refrigerant that the appliance needs. We have been very accommodating to this customer spending time on the phone with the manufacture trying to get her fixed up.  Any reasonable person would agree that additional repairs must be paid for.

Complaint:...

[redacted]
I am rejecting this response because:  When [redacted] signed the face of the cell phone there was no mention of a cancelation fee.  She thought she was signing for the credit card.  We never saw the cancellation fee until we received an "invoice" the next day via E-Mail; but only after we insisted on an itemized statement of repair estimates.  We are glad to pay the $59.95 trip charge.
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/05/06) */
We are sorry to hear that [redacted] had such a long wait. That is not normally the case. Due to unforeseen breakdowns we wear late and delayed but we have taken care the repair and the vent cleaning. We try to accommodate all our customers and...

make over 90% of our windows. We also open early and work until 8:oo pm Monday-Friday and weekends for our customers. We can also get a cell phone and call when we are on our way and our customer can meet us at their home no need to be stuck at home all day. Again we are sorry for the delay in service but we can not predict breakdowns in equipment.
Initial Consumer Rebuttal /* (3000, 8, 2015/05/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business AGAIN...shows no desire nor acceptance of responsibility for their lack of customer service. They are making excuses for their behavior...but certainly they do not want to be inconvenienced neither monetarily nor with their OWN time. MY experience has NOTHING to do with other customer's experiences...therefore...it is not appropriate nor desired to hear about OTHER people's experiences, as mine was not a good one. Not to mention, this is THEIR account of other people's experiences. I have read several negative responses on YELP regarding other unhappy customers. They did not address my request for reimbursement for my inconveniences of having to wait around ALL day...several days... for them to show up. Per my previous statement....they should have called ME...but instead....I had to call THEM... AFTER they did not show up, in order to find out what had happened. Also, it is NOT customary to ask someone to pay IN ADVANCE for services that HAVE NOT BEEN RENDERED YET. In the future, I will neither recommend them nor use them myself. They are not honest nor are they focused on customer service. They were very unprofessional when I called their offices to try to figure out the problem. Their short, non-caring, inappropriate response in no way excuses their behaviors. They made no effort to make things "right" with me. I do not recomment this business to anyone that is looking for an appliance company. They made it a point to go through my home and place their stickers on ALL of my appliances. I will remove them and throw them in the trash where they belong. They will not be a business that I EVER use again.

Any reasonable person knows that when they have people out to their home to do work that they are entering into a contract.  The technicians all carry a paper copy of the invoice if a customer wants to see what they are signing.  Again we consider this matter closed.

We have gone above and beyond for this customer.  We have given her free parts.  We have gone to her home every time she has called for service.  We were unaware that she was having any more trouble with her fridge.  We would be happy to return and repair it. ...

Complaint: [redacted]
I am rejecting this response because: This is a clear case of fraud. The service provider misrepresented themselves to get money. The were not honest in explaining that there could be a delay as they are so willing to do so now. I had no copy of the contract as it was sent by mail 2 months after cancellation. The retrieved my husband's signature from a pin pad when full payment was made. When funds were requested to be returned and paument for the initial visit was offered, the service provider refused. The only service rendered w as one visit for diagnosis. When the truth of their inability to provide requested repairs was made known they just wanted to keep my money and not provide services as was agreed upon. Their business ethics are severely lacking as I was lead on, lied to and now attempting to extort money from me for not doing any kind of repairs. As I stated before I have no problem paying for the diagnostic visit but I will not pay for a part I didn't receive and no repairs that were not done.
Sincerely,
[redacted]

It is the recommendation of our technician based on experience and training as to what we recommend for repairs.  It is the customers right to buy or not buy the recommended repairs.  We recommended the latch and thermal fuse the customer told us to go ahead with our recommendation then...

after work was done in good faith decides they don't want the parts that we recommended.  We would be happy to give some partial refund and the customer should contact our office to make arrangements for that.

We did indeed go to this customers home and diagnose his microwave.  That is all he paid for trip and diagnosis.  Now just because some other company has the part does not mean that the manufacture still makes the part that we were looking for.  We went above and beyond to try...

and find the parts that the manufacture does not make anymore for this customer and when we could not find them we let him know that they were no longer available.  We would much rather get the parts and fix the microwave then not fix it but there is no refunded on services rendered we did go out and diagnose the microwave and that is all that we were paid for.  We consider this matter closed

Complaint: [redacted]
I am rejecting this response because:All we have ever asked for was a discount for the way that our service call was handled and, more importantly, a call from the manager so that we could voice our complaint.  From the day of the service call we have asked for the manager to call us and he never has.We have sent in our payment less $25 along with a letter addressed to Mr. [redacted], still asking him to call us so that we can discuss the matter.  It is really hard to resolve the issue if you cannot even talk to him.As stated in our letter to Mr. [redacted], we consider the balance paid in full and have verified that they have cashed our check. We do not consider the matter resolved because rather than talk to their customers in a respectful manner and deal with the issues as they arise, they would rather insult their (former) customers by calling them dishonest and disrespecting them by not having the decency to call & discuss the problem.  It is very offensive to be called dishonest by someone who will not even talk to you, when you know you are honest, hard working people who pay their bills and in our own jobs treat people with respect on a daily basis.
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/07/27) */
We offer a warranty of 90 days with any repair we make. We also sell an extended warranty that would cover the entire machine. We have no record of this customer purchasing an extended warranty. We would be happy to fix their washer if they...

can show us that they have invoice that shows the purchase of the warranty. If the appliance has more problems then they will be charged as needed we can not warranty the entire machine unless a warranty is purchased. We consider this matter closed unless customer can provide proof of purchase of warranty.
Initial Consumer Rebuttal /* (3000, 8, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Did the Action Appliance representative read the complaint?? It stated that I would like my money refunded since no service was EVER provided. I checked with Discover today and no refund or response to this dispute has been taken. As I also stated in my complaint, the technician did NOT give us a statement that showed the warranty was paid for. It would be sent to our email. Of course, it NEVER was! I do NOT want Action Appliance to EVER come out to my home again. But I would like them to process a credit to Discover as they stated they would on June 1, 2015 by [redacted], the "supposed" afternoon manager. They did indicate that the credit would be applied in 30 days. I believe they missed that window by almost another 30 days. So I do not accept their response.
Final Business Response /* (4000, 10, 2015/08/13) */
This customer charged back their credit card they have the money back. We cant refund what we don't have.

We have been in business for over 25 years and running late is not a scam the customer was updated as to the tech running behind.  We do well over 20,000 service calls a year and provide excellent service.  A reasonable person would understand that we are working on complex electrical and   mechanical appliances and that sometimes we run behind.  This is just a clear case of a customer backing out of a contract and not wanting to pay We consider this matter closed.

First we have never told anybody that a refund would be in 90 days.  Second the customer is having a warranty issue and we need to be given the opportunity to get out and fix it.  The customer has cancelled the appointments and wont schedule a time for us to get back out there.  We...

would be happy to return to this customer home and repair any warranty issue they have.

We are very sorry to hear about the issue that you had with our repair.  We would be happy to refund your $90.00.  You should see your refund in the next few days.

This is completely dishonest this customer knows that they have to pay for the repairs when they are done.  They did not they refused to pay and they act like they where done wrong.  This is not a complaint about service this is a complaint about not wanting to pay.  We have done good honest work for a fair price and we didn't get paid.  We give the estimate up front the customer decides to fix or not fix.  We did our part only to be asked to leave with out getting paid.  Then when the customer  is asked to pay they complain to the Revdex.com.  We consider this complaint resolved.

Complaint: [redacted]
I am rejecting this response because:You obviously have a canned answer and did not read or understand my complaint. You sent technicians out twice and did not correct the problem. You cannot expect a customer to go weeks without a refrigerator and spend humdreds waisting food. Refund my investment now or I will begin writing poor reviews and continue for a year. I am giving you an opportunity to correct this now.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:As stated in my complaint, I made TWO (2) appointments for technicians to return to repair the  dishwasher that I had already paid them to do. On one showed up for either appointment. No one called to explain why they did not show up, or schedule another appointment. I also made TWO (2) phone calls requesting to talk to a manger or supervisor. I left my number and was told that he was not available and would return my call. No one ever called. They got the money and now they are done.  
Sincerely,
[redacted]