All Major Parts Appliance Supply

Greetings, In response to Ms [redacted] I want to insure we make every effort to accommodate our customers to the best of our ability We have been an authorized [redacted] / [redacted] warranty center over years From the beginning clogs due to customer use, belts and dirty filters have never been covered under warranty Contrary to the complaint, the customer was informed the vac 's problems were due to a clogIt obvious, by virtue of the fact she advised us she called customer service and was told it was covered When we were informed of this inquiry, we then phoned [redacted] and was told absolutely there would be no authorization due to any of the before mentioned conditionsThe policy had not changed Since we had to take the vacuum completely apart to find the cause, which was a build up of debris in the main suction tube, hose and a dirty filter, it did not occur to us to put it back together with the same issues That just does not make sense since it is all apart We felt it very reasonable to charge $for a hour repair that we normally would charge $ We did this in light of the fact the customer said she had been told different by [redacted] I respectfully disagree with the accusations that All Parts does not answer our phones or return calls I will issue a refund for $26.00, but it has to be known that All Parts in no way has been compensated for work done on a unit with no manufacturing defects and has been successfully repaired Sincerely Yours, [redacted]

Complaint: [redacted]
I am rejecting this response because:All Parts is making statements that are not true. I was NOT contacted by them to tell me what was wrong with the vacuum nor did I give them permission to fix it. And I did NOT have any conversation with them in regards to what I was told by the [redacted]. The following quote is completely false:"It obvious, by virtue of the fact she advised us she called customer service and was told it was covered.  When we were informed of this inquiry, we then phoned [redacted] and was told absolutely there would be no authorization due to any of the before mentioned conditions. The policy had not changed.  Since we had to take the vacuum completely apart to find the cause, which was a build up of debris in the main suction tube, hose and a dirty filter, it did not occur to us to put it back together with the same issues.  That just does not make sense since it is all apart.  We felt it very reasonable to charge $26.00 for a 1 hour repair that we normally would charge $40.00.  We did this in light of the fact the customer said she had been told different by [redacted]."
I did contact them but was NOT given any information regarding repair costs, warranty policy, or even what could have been wrong with the vacuum. I was advised to call back when I was home so that they could trouble shoot with me on the phone.When I brought the vacuum to All Parts all I mentioned to the sales rep was that I had a warranty and I wanted to know what was wrong with the vacuum. The rep said no problem, they would be in touch. The 2-3 times I did call after that I was told on all occasions that they "guy" didn't look at it yet (they had it for almost 2 weeks) and they will let me know. On April 13, I was told that it was fixed. Again, I WAS NOT given the opportunity to consider the cost of fixing a vacuum I may or may not have wanted to keep. As the customer I believe that is MY choice.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
All Parts is making statements that are not true. I was NOT contacted by them to tell me what was wrong with the vacuum nor did I give them permission to fix it. And I did NOT have any conversation with them in regards to what I was told by the [redacted]. 
The following quote is completely false:
"It obvious, by virtue of the fact she advised us she called customer service and was told it was covered.  When we were informed of this inquiry, we then phoned [redacted] and was told absolutely there would be no authorization due to any of the before mentioned conditions. The policy had not changed.  Since we had to take the vacuum completely apart to find the cause, which was a build up of debris in the main suction tube, hose and a dirty filter, it did not occur to us to put it back together with the same issues.  That just does not make sense since it is all apart.  We felt it very reasonable to charge $26.00 for a 1 hour repair that we normally would charge $40.00.  We did this in light of the fact the customer said she had been told different by [redacted]."
I did contact them but was NOT given any information regarding repair costs, warranty policy, or even what could have been wrong with the vacuum. I was advised to call back when I was home so that they could trouble shoot with me on the phone.
When I brought the vacuum to All Parts all I mentioned to the sales rep was that I had a warranty and I wanted to know what was wrong with the vacuum. The rep said no problem, they would be in touch. The 2-3 times I did call after that I was told on all occasions that they "guy" didn't look at it yet (they had it for almost 2 weeks) and they will let me know. On April 13, I was told that it was fixed. Again, I WAS NOT given the opportunity to consider the cost of fixing a vacuum I may or may not have wanted to keep. As the customer I believe that is MY choice.
Sincerely,
[redacted]

Greetings,         In response to Ms. [redacted].  I want to insure we make every effort to accommodate our customers to the best of our ability.  We have been an authorized [redacted] / [redacted] warranty center over 20 years.  From the beginning clogs...

due to customer use, belts and dirty filters have never been covered under warranty.  Contrary to the complaint, the customer was informed the vac 's problems were due to a clog. It obvious, by virtue of the fact she advised us she called customer service and was told it was covered.  When we were informed of this inquiry, we then phoned [redacted] and was told absolutely there would be no authorization due to any of the before mentioned conditions. The policy had not changed.  Since we had to take the vacuum completely apart to find the cause, which was a build up of debris in the main suction tube, hose and a dirty filter, it did not occur to us to put it back together with the same issues.  That just does not make sense since it is all apart.  We felt it very reasonable to charge $26.00 for a 1 hour repair that we normally would charge $40.00.  We did this in light of the fact the customer said she had been told different by [redacted]. I respectfully disagree with the accusations that All Parts does not answer our phones or return calls.  I will issue a refund for $26.00, but it has to be known that All Parts in no way has been compensated for work done on a unit with no manufacturing defects and has been successfully repaired.        Sincerely Yours,[redacted]

Greetings,         In response to Ms. [redacted].  I want to insure we make every effort to accommodate our customers to the best of our ability.  We have been an authorized [redacted] / [redacted] warranty center over 20 years.  From the...

beginning clogs due to customer use, belts and dirty filters have never been covered under warranty.  Contrary to the complaint, the customer was informed the vac 's problems were due to a clog. It obvious, by virtue of the fact she advised us she called customer service and was told it was covered.  When we were informed of this inquiry, we then phoned [redacted] and was told absolutely there would be no authorization due to any of the before mentioned conditions. The policy had not changed.  Since we had to take the vacuum completely apart to find the cause, which was a build up of debris in the main suction tube, hose and a dirty filter, it did not occur to us to put it back together with the same issues.  That just does not make sense since it is all apart.  We felt it very reasonable to charge $26.00 for a 1 hour repair that we normally would charge $40.00.  We did this in light of the fact the customer said she had been told different by [redacted]. I respectfully disagree with the accusations that All Parts does not answer our phones or return calls.  I will issue a refund for $26.00, but it has to be known that All Parts in no way has been compensated for work done on a unit with no manufacturing defects and has been successfully repaired.        Sincerely Yours,[redacted]

Review: I made several attempts to contact All Parts for an estimate of repair. I was told on 3 occasions that the problem was not diagnosed yet. Then I made several calls that went unanswere. when I finally made contact, I was told the work was completed but not covered under the purchased warrenty that I had. I was not contacted to authorize the repair of the vacuum.Desired Settlement: I would like a refund. I was not contacted and given the option of having my vacuum fixed or not. I asked at least three times what was wrong and wanted to know if issue was or wasn't covered under the warrent.

Business

Response:

Greetings, In response to Ms. [redacted]. I want to insure we make every effort to accommodate our customers to the best of our ability. We have been an authorized [redacted] / [redacted] warranty center over 20 years. From the beginning clogs due to customer use, belts and dirty filters have never been covered under warranty. Contrary to the complaint, the customer was informed the vac 's problems were due to a clog. It obvious, by virtue of the fact she advised us she called customer service and was told it was covered. When we were informed of this inquiry, we then phoned [redacted] and was told absolutely there would be no authorization due to any of the before mentioned conditions. The policy had not changed. Since we had to take the vacuum completely apart to find the cause, which was a build up of debris in the main suction tube, hose and a dirty filter, it did not occur to us to put it back together with the same issues. That just does not make sense since it is all apart. We felt it very reasonable to charge $26.00 for a 1 hour repair that we normally would charge $40.00. We did this in light of the fact the customer said she had been told different by [redacted]. I respectfully disagree with the accusations that All Parts does not answer our phones or return calls. I will issue a refund for $26.00, but it has to be known that All Parts in no way has been compensated for work done on a unit with no manufacturing defects and has been successfully repaired. Sincerely Yours,[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: