Air Express Appliances Inc.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: The statement provided by Air Express Appliance is inaccurate*** *** (my roommate who was at the home during the time of the fire place repair) made several attempts that evening for the Technician to come back immediately to repair the fire place but because the technician had other jobs to commit too, *** was told it would be late when the Technician return that evening to make the repairAdditionally, I called the phone representative (Air Express Appliance) that same evening to explain the issue and she hung the phone and seemed uncooperativeAt that point the issue was not rectified and I noticed my credit card was charged but the service was not properly performed.
On 11/14/a supevisor from Air Express Appliance spoke to *** *** and apologized for the issues that we had and expressed that he will reach back to *** *** to re-schedule a visit to service the Fire place by 11/17/Since we have not heard back from Air Express Appliance, I decided to moved forward with a dispute with my credit card company and as a result I recieved a full credit of $
Regards,
*** ***

I was charged $345, less a $coupon, for installation of that thermocoupleOn line, at Superior Fireplace Parts, a Honeywell thermocouple costs $The technician was here for less than minutesI cannot possibly understand how I could have been charged so much for so littleI feel like I have been ripped off and I do not intend to use your services in the futureI am aware you have an A+ rating with the Revdex.comThey suggest I give you a chance to address this issue with me before filing a complaintThat is the purpose of this letter

11/21/14On the 11th of November 2014 my technician Hamid went out to the customers home and installed a millivolt generator for the Gas Fireplace, there was no switch involved for the job performed. The customer marme given on the letter does not match the customer's name on the invoice...

nor is it the same person who we had spoken to on the phone. The technician then checked to make sure that the fireplace was running and proceeded to write up the invoice for [redacted](Via invoice) and received payment. The technician then left the premises and proceeded to another job, within 30 minutes [redacted] (Via Invoice) then called the office explaining that the fireplace was no longer working and stated that he wanted his money back promptly. The technician then got a hold of [redacted] (Via invoice) and explained that the money would not be refunded unless, the technician can re-examine the system. Mr. Hamid then convinced the customer that he would be back to check on the fireplace, [redacted] (Via invoice) explained that he would be asleep by 9pm and he would need to come before then, the technician showed back up to the residence at 8pm, only to have no one answer the door even though he asked him to return. Mr. Hamid kept calling and texting to no avail and someone was home but refused to answer the door. After waiting for 30 minutes Mr. Hamid left the residence, after 45 minutes [redacted](Via invoice) called the office and claimed to be at a meeting in a church which was not valid because he called a few days later and spoke to [redacted](operator) stating he had an emergency to take his son somewhere. The stories he was saying did not add up nor made any sense, [redacted] also explained why he could not just let his roommate know prior to leaving so that the technician can resolve the issue. We are willing to send the technician back to make sure that the issue is resolved if [redacted] would like his fireplace to be up and running, Feel free to contact us at ###-###-####,Thank you, Air Express Corp.

My service window was from 12 - 3pm. Person didn't show up till 5:30. No apologize. No sorry I will get you a discount. Then the person rudely asked me to clean behind the fridge before he would do any work. He mostly open and close the refrigerator door. It appeared he had no clue how to fix this. He push the reset button and said well I am hoping to fix this. I called to talk to the manager and woman who answered the phone was very rude. Said the manager is not here and it takes a long time for ice to appear. She stated I call you back which she never did. The service man then said well it could be the value. That will cost 250.00. What about a discount. Well it costs normally 300. You had me waiting all this time. All you going to do is charge me 57.00 for the service call and 250 for a value you think will help. Not much of discount.

I was charged $345, less a $50 coupon, for installation of that thermocouple. On line, at Superior Fireplace Parts, a Honeywell thermocouple costs $19.95. The technician was here for less than 30 minutes.
I cannot possibly understand how I could have been charged so much for so little. I feel like I have been ripped off and I do not intend to use your services in the future.
I am aware you have an A+ rating with the Revdex.com. They suggest I give you a chance to address this issue with me before filing a complaint. That is the purpose of this letter.

Review: I am filing a complaint for the improper repair of my gas fire place and due to the horrible customer service that was provided by the Air Express Appliance Company. On 11/08/14, the company was contacted to service my gas fire place. The representative provided a time frame of 10am-1pm. At 12pm on 11/08/14, I was contacted by the same representative from Air Express Appliance indicating that they will have to re-schedule. In spite of being displeased by the time waited, the representative insisted to re-schedule the appointment for 11/10/14 6pm-9pm; I re-scheduled. On 11/10/14 at 8pm the representative contacted me indicating that the technician will not be able to provide service and that if I re-schedule, the diagnostic fee will be waived and if a service is performed to the fire place, I will receive 20% of the repair service. I agreed to re-schedule my appointment for 11/11/14 from 6pm-9pm. On 11/11/14 at 6pm the technician came to my home and diagnostic the problem as a switch malfunction to the fire place, as a result, the technician the replaced the switch. After the technician, on 11/11/14 at 630pm, I noticed that the fire place was not functioning; as a result, I immediately contacted the representative at Air Express Appliance. The representative seemingly uncooperative was rude and to my dismay disconnected the call. Since the customer service was un-friendly, unprofessional, and as a result to the fireplace not functioning, I am requesting a full refund and a credit back to my card for $300.Desired Settlement: I would like a refund for the amount that was charged for $300. I strongly suggest that Air Express Appliance provide training for its employees so that they can be professional and provide effective and efficient service.

Business

Response:

11/21/14On the 11th of November 2014 my technician Hamid went out to the customers home and installed a millivolt generator for the Gas Fireplace, there was no switch involved for the job performed. The customer marme given on the letter does not match the customer's name on the invoice nor is it the same person who we had spoken to on the phone. The technician then checked to make sure that the fireplace was running and proceeded to write up the invoice for [redacted](Via invoice) and received payment. The technician then left the premises and proceeded to another job, within 30 minutes [redacted] (Via Invoice) then called the office explaining that the fireplace was no longer working and stated that he wanted his money back promptly. The technician then got a hold of [redacted] (Via invoice) and explained that the money would not be refunded unless, the technician can re-examine the system. Mr. Hamid then convinced the customer that he would be back to check on the fireplace, [redacted] (Via invoice) explained that he would be asleep by 9pm and he would need to come before then, the technician showed back up to the residence at 8pm, only to have no one answer the door even though he asked him to return. Mr. Hamid kept calling and texting to no avail and someone was home but refused to answer the door. After waiting for 30 minutes Mr. Hamid left the residence, after 45 minutes [redacted](Via invoice) called the office and claimed to be at a meeting in a church which was not valid because he called a few days later and spoke to [redacted](operator) stating he had an emergency to take his son somewhere. The stories he was saying did not add up nor made any sense, [redacted] also explained why he could not just let his roommate know prior to leaving so that the technician can resolve the issue. We are willing to send the technician back to make sure that the issue is resolved if [redacted] would like his fireplace to be up and running, Feel free to contact us at ###-###-####,Thank you, Air Express Corp.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: The statement provided by Air Express Appliance is inaccurate. [redacted] (my roommate who was at the home during the time of the fire place repair) made several attempts that evening for the Technician to come back immediately to repair the fire place but because the technician had other jobs to commit too, [redacted] was told it would be late when the Technician return that evening to make the repair. Additionally, I called the phone representative (Air Express Appliance) that same evening to explain the issue and she hung the phone and seemed uncooperative. At that point the issue was not rectified and I noticed my credit card was charged but the service was not properly performed.

On 11/14/2014 a supevisor from Air Express Appliance spoke to [redacted] and apologized for the issues that we had and expressed that he will reach back to [redacted] to re-schedule a visit to service the Fire place by 11/17/2014. Since we have not heard back from Air Express Appliance, I decided to moved forward with a dispute with my credit card company and as a result I recieved a full credit of $300.00.

Regards,