After Hours Appliance Repair, Inc

We do apologize that *** *** is having trouble with the *** Washer. We did not manufacture unit nor sell the product and we are only the service. We are unable to accommodate giving her an exchange or her money back that she spent for the unit. Our customers are very
important to us and we will try our very best to repair her unit. We order all parts from Distributors and if the parts are not available we then order them straight from the manufacture (Whirlpool) then they ship the parts to the consumer. We are trying our very best to repair this unit. This unit had internal issues that *** *** new nothing about that was happening while the clothes were being washed. The drive shaft is completely wore out taking out several other parts that our Distdo not have in stock. We are waiting on the Manufacture parts to repair her unit for her. She may contact the manufacture 1-*** and asked them how long does she have to wait on those parts. We have tried contacting and we receive no eta time. If *** *** will contact us once parts arrive we will schedule asap our toll free number is 1-*** Thank you

We have been out there and each time a different part had failed. Upon our last service call that was placed the Extended Warranty Company had cancelled the repair. This is all the information that we have at this time, however, usually when the repair is cancelled this indicates that
the extended warranty company is doing something for the customer, example a buyout etc.The customer did try to contact the warranty company to get another service company and it was dispatched back to us. Upon the last visit a door was needed that can take up to weeks as each door is made upon order.We sent out our Senior tech on the last visit which he deemed a door needed to be ordered

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

Customer was advised a service call/trip charge prior to the visitThe technician has the diagnostic skills where disassembling the unit is not always requiredCustomer was billed for the trip charge only and our apologies to the customer ;however these terms were agreed on prior to the visit and the trip charge standsThank you for your time today

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
As I stated in detail before, I agreed to the service charges for the visit because I was given the information by the scheduler that the technician WOULD be able to service my refrigerator( model and serial number given over the phone), and that he WOULD use my parts. If I had been told that he would refuse t do anything at all when he arrived of course I wouldn't have scheduled the visit. Apparently Platinum Factory Service feels that customers should pay for their own lack of communication and expertise. I really do not feel that this business should be listed on the Kitchenaid website as a preferred service organization for their appliances. I will pay the "trip charge" because I do not intend to let this business attack my good credit rating or further waste my time. However, I really hope that other forthright people who need honest and knowledgeable service on their Kitchenaid appliances look elsewhere. I know my husband and I sure will. Please post this message on your website under PFS, and any other names that this business uses in the region. *** *** ***
*** ***

Please call our office 1-800-840-for settlement informationWhen calling office please just ask the call center to have *** **ll youShe has the details of the settlementThank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my
complaint. For your reference, details of the offer I reviewed appear below
We purchased the factory relay from the manufacturer which was installed, the compressor would come on and the relay would shut the compressor off because of overload, as it is supposed to functionThe technician did not put on the factory relay, he put on a Hard Start relay which makes a bad compressor start by giving it more ampsThe refrigerator did not come with this part on it from the factory, this part is a "band-aid" to make it run and eventually the compressor will totally burn outDANGEROUS! That part would also make the alter the ENERGY RATING on the Refrigerator by making the compressor run at a higher voltageWe had second technician that Kitchenaid sent out last week, he plugged in the refrigerator the compressor came on and the Start relay made the compressor stop as it is intended to for safety and said the compressor is bad!!!! It is going to be replaced under our FACTORY WARRANTY just as the first technician should have done. Also, he tripled the price of the part , you can purchase it on their website for approximately $and he tried to charge me $for the part alone!
Regards,
*** ***

Good Morning, In response to Mrand Mrs***, the customer called into our office on October 22nd and made an apptfor the Kitchen Aid Refrigerator for a non cooling issue At that time (after reviewing ) Mrs*** was aware of the cost of the service call of plus
tax. This is a trip charge and diagfeeshe agreed to the terms and made the appt. She had asked if we are able to install parts and it was explained to her that we can not go by another technician's diag. The technician arrived at the home on Octand found indeed the unit not cooling and that this unit was a built in model which requires two technicians. Technician explained to the customer that it does need a new compress customer tried to provide a part that is two years old ordered by another company and the technician explained that we are unable to use this part and the unit also needs a heat exchanger part *** also Customer was upset at the technician (per tech's notes) that this is unacceptable and we are stealing her money, at that point the technician advised that we would order a brand new parts for her and she stated she is not paying a dime. Technician left homeCustomer received a bill from Platinum Factory Service for the trip charge, diagonlyThank you for your time today

Good afternoon, on 12/21/Our technician ran a diagnostic test on the *** Washer and no error codes were detectedTechnician called manufacture and verified that the unit is not on a dedicated circuit which in the owners manual states the unit needs to be.
*** documented this in their system under sr# *** On 12/28/the technician found no error codes and the unit passed all auto tests. The technician called the manufacture for any further assistance sr * *** and they instructed him on the usage care guide. We are more than happy to send the technician out again for review the unit, however, the customer stated they are going with a different service company. We thank you for your time todayPlease let us know if any further information or scheduling is needed

[A default letter is provided here which indicates your acceptance of the business's response. 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 ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.After filing this Revdex.com complaint and sending them a letter from a lawyer asking for 1/the depreciated value of the refrigerator that they damaged, they did send me a check for $to settle this issueThe check has cleared and I am glad to close this issue
Regards,
*** ***

Good Afternoon, We received the customers information for service on 06/06/as an out of warranty repair for the *** ***On 06/08/Our Call taker *** spoke to customer and explained the cost and customer elected to send techThat conversation is documentedTechnician found on
06/09/a part that needed to be replaced (wpthermistor)Technician collected by credit card06/14/customer no longer wanted part or the repair and was getting a refund of the labor and part. 06/14/customer received a refund of should have been everything but the service call chargeWe have sent a check for the to customer and apologized their was an error in the mathCustomer spoke to billing deptand wants all money backWe still have to pay our technician to diagthe unit and service calls are not refundableHe examined the unit, found problem and customer was the one who elected not to repairThank you for your time todayPlease see the attachment

The part needed was a relay and overload which is not covered under the sealed system warranty

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your...

reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

Our office staff reads from a script when quoting.  The service call is 89.95...

Our technician performed a service on 04/29/2016 for ice build on a [redacted] refrigerator Our technician ordered parts and the manufacture agreed to pay for parts for the consumer. The consumer wrote a check for the labor and service call charge.  Upon installation of the parts the another...

part broke which was the  evaporator which caused the unit to unthaw.    Unfortunately this does happen. Our technician ordered customer a new part and advised the consumer regarding food storage. The food was not lost at this point. The technician explained that we would order the part and come out to install.   This customer declined. Customer did not want tech back in home. The billing supervisor contact customer per their request and Customer stopped payment on the check for the diag. and labor.  Customer is refusing any further service so we are unable to finish out the consumers repair.

We do apologize for the inconvenience and the customer stated they do not want us in their home.  They were contacting the manufacture for resolution. There is nothing else we can do.   We consider this matter closed.  Thank you for your time today.

[A default letter is provided here which indicates your acceptance of the business's response.  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 I[redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted] I had requested full reimbursement for services not performed.  There were 4 visits not 3.  Service tech did not repair on 3rd or 4th visit.  Asked me to call him on his cell phone if I continued to have problems.   I never stated reimbursement was not necessary.  The part that was ordered (refrigerator thermostat) was not bad.  In fact it did not fit.  Have since had appliance repaired with the correct part.  Requested invoice 5 times.  Never received.

[A default letter is provided here which indicates your acceptance of the business's response.  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 I[redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

I am writing you today in response to [redacted]'s refund in the amount of $225.00, which is included on my statement dated September 2, 2014. We sent a technician to customers home on September 5th of 2014. The technician found the detergent dispenser line not working and ordered part and...

customer paid. Technician returned to home on September 10th of 2014 and installed the new part and unit was working as designed. Total cost of repair was 207.35. On September 19, of 2014 Ms. [redacted] called in, and stated unit was leaking we have a 30 day policy that if the problem still exist we send a technician back to home free of charge. We did so. On September 22, the technician went back to the home and called the Manufacture of the product and they tested the unit together. The technical support stated that water pressure is too high coming into the house and for customer to put in a water regulator for proper performance. Customer agreed to do so. On November 26th, Ms. [redacted] called again to our office stated the unit is leaking out of the front of the washer. We scheduled for the 28th of November. The technician once again tested all operations and found no leaks, again instructed customer pressure is too high and will need regulators. Customer paid a service call charge of 95.35. On December 8th 2014 customer contacted our office stating she wants a full refund.  I apologized to the consumer and spoke to our Service Director he agreed to refund customer the cost of the parts however, no labor or service call will be refunded. I contacted customer back on December 8th at 1:19 in the afternoon leaving her a message that we will gladly refund parts only and she needs to contact me and left our number. Customer called our office and spoke to me on December 8th at 3:23 and stated denies part reimbursement and wants all money paid back to her. She stated she will report us to Revdex.com and bash us on Face book and whoever else will listen. After Hours Appliance Repair will stand behind our work and accommodate our customers. I once again contacted customer for part reimbursement of 55.66 this morning and again no reply however I left another message. I have enclosed a copy of the work orders. Please investigate this dispute and can you provide us with a written statement of the outcome.  Thank you for your time and attention to this matter. Sincerely, After Hours [redacted] Billing Supervisor/Asst. Manager

Good morning, The customer has had three initial service calls. The first was a trip charge and on that...

visit the technician ordered a part. The second visit was to install the part.   Customer contacted us again and  stating the unit was not repaired.   The 3rd visit the technician repaired unit and customer stated no reimbursement was necessary.  We apologize the customer is unhappy with the repair service and we issued a check back to the consumer for part and labor.  If we can offer any further assistance please feel free to contact us.