All Pro Appliance Service, Inc.

Complaint: ***
I am rejecting this response because: ol All Pro Appliance continues to ignore the details despite stating that “we can no longer go back and forth over the details..” The lack of acknowledgement is evident in the following statement; “We were going to install the control board at no additional cost to them and although they initially approved this repair, they later declined it for unknown reasons”. Had All Pro Appliance read the details, they would not have written a statement pretending they have no idea what went wrongThey are encouraged to actually read the details of the last response by the ***’s. All Pro Appliance continues to threaten, bully and harass the ***’s into paying an amount due whose source has not yet been divulgedThe ***’s have encouraged All Pro Appliance to line item the details of the amount they believe is due. The ***’s made a firm attempt to end this by paying for the work completedThis is exactly what All Pro Appliance has stated they would like as wellHowever there is no evidence that the amount due for work completed is $258.20. As such the ***’s offer the following solution to pay for work completed: surge protectors at $30/each = $New garbage disposal and installation (as quoted on invoice #30356) = $Dryer and vent clean (as quoted on invoice #30356) = $ GRAND TOTAL: $593.39TOTAL PAID: $500.00TOTAL DUE: $93.39 The ***’s are willing to send a certified check to All Pro Appliance in the amount of $should they be willing to accept this resolution
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Good Morning,I received a response noting that my complaint has resolved but would be recorded as customer is still dissatisfiedThis is not the caseAfter five trips back, my fridge is working, which was the ultimate goalI am unhappy that it took five trips, and it was more money than originally quoted (I would have bought a new fridge if I had known it was going to be that much money)I appreciate the fact that they took the attention to get it complete, but it was just unfortunate that it had to escalate to to this point to figure the problem and fix it.I never saw an email noting that I could respond until the email sent last night, and don't see a place where I can respond within the emailI would like to include on the complaint that the business did get it fixedHopefully this can be addedI'm satisfied that they addressed the issue, but I will probably not be using them in the future
Sincerely,
*** ***

While we
appreciate Mr***’s feelings, had he approved the repair as quoted and had
it not corrected the problem once the part was installed, we would have
re-diagnosed it and given them a quote to repair that and not charged for the
original quote if we found it to be incorrect.
Our quote was declined by the ***’s and since he did not allow us
to send out the second technician to rediagnose the dryer at no additional
charge to him, then he has tied his own hands in this matter. We have a warranty on all our work and we
stand behind our technicians. We did
make a trip to the ***’s home and we did let them know in advance that
there was a charge for the trip to their home which they agreed to. We will not be refunding this trip charge

Complaint: ***
I am rejecting this response because: I changed the water adapter months ago The washer did not flood when he was hereThe washer was empty The washer has to be moved up to the sink It has to be connected to the sink faucet He did not test it I'm not a tech I told him what I had experienced He wrote the invoice, saying this was the part I needed without testing What tech doesn't test the appliance to diagnose the problem Generally the part that needs to be replaced is shown to the customer Then they are given an option He automatically assumed the water level switch was the problem Therefore the part would have been ordered Then installed only to find out this was not the problem which in turn he would go on a fishing trip Leading into several visits and probably never fixing the problem My outside is the patio attached to front room The kitchen window looks outside to the patio I closed the screen door and barely sat down This was long enough to fill out the invoice, then walk from the kitchen to the front room I have read reviews since this incident that this is their practice I should have investigated with the Revdex.com before calling
Sincerely,
*** ***

Response to *** ***’s complaint: On 2-14-at approx8:am we received a call from *** *** regarding her GE side by side refrigerator that was not cooling or freezing and we quoted her the trip charge of $and told her that if she had us do the repair we would waive $of
that. She agreed and we scheduled her appointment for the same day. We dispatched a technician out at 9:am and he diagnosed her refrigerator as needing a new control board, heater and thermostat. They also had him look at a Whirlpool washer that was not agitating properly. A quote was given for the repair and a heavily discounted price was given for the washer repair as a courtesy to the customer since she was having us repair the refrigeratorThe customer approved the repairs and the technician obtained the parts needed and returned and installed them. Shortly after the technicians had left, she called and said that her refrigerator was leaking so we immediately sent the technicians right back and they found the water line broken. We tried to get her scheduled to replace that water line at no additional charge to her, but she said she would be out of town and would call us to replace that water line when she came back to town. She called a few hours later to say that her parents would be there the next day so we scheduled to return the next day to replace it*** *** was very kind, sweet, polite and respectfulOn 2-15-we dispatched our technician at 11:am to go replace the old, brittle water line with new water line. The customer’s mother was there and asked the technician if he could check out the refrigerator as it didn’t seem to be cooling. He had previously turned off the refrigerator to install the water line and when he turned it back on it started cooling right away and was working fine He left their home at 12:pm and had told them to let it run for hours to allow it to regulate and reach temperature. At 2:pm, approximately two hours later, not the twenty four we recommended, we received a call saying the refrigerator was not cooling, so again, we sent our technician back at 3:pm and he diagnosed it as needing a new damper. This is a part that is regulated by the control board that had been installed the day before and is a secondary problem. When the first three parts were installed the refrigerator started cooling right away and did not have any issue. Their damper had an intermittent problem but could not be diagnosed on the initial visit because if there is no power being sent from the control board, it will not work. Since their control board was bad and needed to be replaced, the damper could not be diagnosed because the board was not working. Because the issue is intermittent, the damper worked when power was restored after the new board was installed, but would stop working when it reached temperature and would close as it was supposed to, but then it would get stuck in that position and would not open again to allow the cool air into the refrigerator side. On rare occasion, this will occur where the appliance will have a secondary issue that can’t be diagnosed until the primary issue, in this case, the bad defrost system including the control board, is rectified first. This is super rare, but does happen and especially with this being an intermittent problem with the damperIt worked on the first visit once the parts were installed and it worked again on the second visit when the water line was installed once power was restored and it had reset, but because it was faulty it would get stuck and stop workingWe feel that it is the mother that has filed this complaint in *** ***’s name and not *** *** at all. *** is out of the country for three weeks and she is a repeat customer of ours. We have fixed two other appliances for her in the past. *** knows how we work and that because of our integrity and devotion for our customers, that we always honor our warranty and take care of our customers. This complaint doesn’t even have the facts correct and jumps the gun on saying the work is complete and how much she actually paid, she filed this complaint before we even came out to finish the repair! She (we believe, the mother) says she paid $1100.00, this is a completely falsehood! Emily, in reality, initially paid $total but that included the trip charge of $and the repair to the washer for $40.00, a savings of $On the subsequent visit to install the damper, she (the mother) paid $bringing the total repairs to $869.23, that was for two appliances plus only one trip charge even though we went there multiple times The price we usually charge to install a new damper on refrigerators is $and the customer’s mother was quoted this full price since it was a secondary issue and not related to the prior repair needed. As a courtesy to *** we discounted it by $bringing it down from $to $196.98, this was merely done as a courtesy for our repeat customerWe tried to set up an appointment time with the mother for Monday but she claimed it was unacceptable and was so angry and she hassled the technician so much that the poor technician, in order to accommodate her, was willing to go from Park City, where he was scheduled to be the next day, all the way to her house in Kaysville just to appease her. We further, moved our other customer’s around and got her scheduled for the next dayThe customer’s mother also had the nerve to write on our invoice “RefrigWill be fixed whatever the problem at no additional cost.” She took it upon herself to write that without any consent from us, and that is certainly NOT the case; we will not repair the refrigerator no matter the problem for her at no additional cost, ever! We warranty the parts and labor she paid us to install for a one year period and those are the parts we will replace should they fail in that time period of one year from date of installation. We do NOT warranty the entire refrigerator. It is dishonest and ludicrous for her to expect us to do so, and yet she calls us scammers, she is the one pulling a scam!!! This customer’s mother is completely unreasonable. We have demonstrated to her that we honor our warranty and stand behind our work, coming out each time she has called, yet she files this complaint disparaging us before we had even come to her home to install the damper at a heavily discounted price! Such dishonesty, without a care in the world for our other customers appointments or that she has displaced them off the schedule to accommodate her, or the poor technician having to drive almost miles to get to her house because she demanded it! We came at her request; we gave her substantial discounts on her washer repair and also on the secondary repair that was needed. This mother, *** ***, it appears is just a dishonest bully and probably used to throwing a fit and getting her way all the time. Sadly, she was successful in this instance as well We acted in good faith from the beginning and are frankly shocked that she filed a complaint and tried causing us harm before the work was even completedShe was already on the schedule for us to return and repair the refrigerator, which we did. Mr***, however was very decent and kind and treated our technicians very well, he is a more reasonable and understanding individualShe claims she feels cheated and scammed by our companyShe is the cheat and the scam. Writing what she wrote on our invoice, trying to force us to repair the refrigerator no matter the problem for free, telling the Revdex.com that she has spent $when it is only $and that amount includes the washer repair and only one trip charge She claims that At no point in our business relationship with the *** *** or her mother, were they deceived, misled, or overcharged. When the technician had finished the initial diagnosis, the customer was given the estimate for repair in writing and the opportunity to authorize or decline further service. Mrs*** approved and authorized the repair as quoted. A signature was obtained on the invoice to indicate approval of the estimate given; and when the work was completed, the second signature indicating acceptance of the terms of service and signifying that the repairs were completed to Mrs***’s satisfaction was acquired. *** *** was not at any time under obligation or pressure to proceed with the repair. Rather, she elected to proceed in full knowledge of the final cost of service. While her mother may indeed have a different opinion with regards to the pricing structure, it is quite unfair to make the insinuations that she has, simply because we did not conform, after the fact, to her concept of acceptable pricing. We strive in all aspects of our work to provide exceptional service to our customers, from scheduling same-day service to a one-year warranty on all parts and labor we install (which is better than the manufacturer’s warranty on the parts), lettered trucks stocked with over parts, to uniformed and trained technicians and such service cannot be provided for less than what we charge, but she was given a substantial discount on the washer repair and also the secondary repair needed. Should any of the parts she paid us to install fail within the year, we will come out and replace them under warranty. That is the purpose of the warranty and we have always honored our warranty and she knows that she was the recipient of very good customer service She was hasty in this complaint to you and it is full of misrepresentations. The initial call to our office was 2-14-and we came out the same day. She did not pay $as she claims, she was not scammed, and we have been out very timely every single time she has called even to the inconvenience of our other customers. She is angry at us because her refrigerator had secondary issues that could not be foreseen until the initial work was completedShe will not be getting a refund of any amount The refrigerator is now working and we have taken extremely great care of our customer *** *** and have honored our work. We consider this matter closed

We are working with this customer and here is a copy of an email she just sent to Gephardt on 10-5- Once we get the part in we will come and install it for her under our warranty on that We will give more info regarding this job at that time Thanks More info to come
once job is completed unless the customer closes this dispute."Hello Wendy,Just wanted to give you an update on our situation, Allpro did come out tonight and we are working with them to get our machine fixedThey were extremely professional and took the time to explain several issues that we were concerned with, and also explained to us how some of our concerns and damage could not have been caused by them They are going to be calling us to schedule the repairs that they were responsible for and we will keep you posted once the repair is completed.Thank you.*** ***"

Complaint: ***
I am rejecting this response because: Your Techniciian wasn't knowledgeable enough to diagnose the problem in the first place, I have no confidence in anybody else who works for this company! If you don't want to refund my money, then you can live with the complaint against your company!
Sincerely,
*** ***

We received a call from *** *** on 8-14-asking us to come out and look at her Whirlpool Top Load washer that was stopped mid cycle and was full of water. She was quoted a trip charge of $and was told that if she had us do the repair, we would waive #of that. She
agreed and scheduled the service call for a 10-pm window on 8-16-2017. Our technician was dispatched at 12:pm and we spoke to Terry 8-21-and she verified that it was still fine to come out even though we were past our window by whole minutes. We do have to set windows because we don’t know how long the job in front of theirs will take and so it is a rough estimateSometimes, as in this case we are a few minutes late, but the majority of the time we are early or right on time. The washer was diagnosed by our technicians as needing a new lid switch assembly and a quote of $was given and it was approved by *** ***This did not include the $trip charge; the technician accidently did not charge them for that so the entire $was waived and they received a $discount! Approximately an hour and a half after the repair was completed; we received a call from *** ***, ***’s husband complaining about the service call. The first things he brings up is the technician being late for the service. He mentioned that he knew that *** had approved the quote for roughly $but he thought the entire washer should be covered under our warranty and not just the part we had installed. He further said the warranty on the part was useless and thought that we completed the repair too quickly as it only took about an hour’s time. We can’t warranty the entire machine and it doesn’t make sense, in fact it is ludicrous that he thinks the entire washer should or would be covered by us! You wouldn’t take your car in to have the tires replaced and expect the motor to be replaced later because it failed or expect that the entire car is now covered because you paid a technician to repair one thing on the car, that is the same for us, what we actually repaired is what is under warranty for a year not the entire appliance as he wants. That is better than manufacturer’s warranty of just days on the part alone (manufacturer does not warranty labor)He feels that he was “screwed” and being ripped off but failed to recognize that we don’t do any repairs without a prior written consent and signature by the customer. It is not our policy to repair appliances without customer’s signature approving the repair as quoted. If they didn’t want to pay for the repair as quoted, they were under no obligation to do so. We received that approval from *** and she signed our invoice approving that repair and so our technicians performed the needed repair and had her washer up and running again. We find it curious that on the one hand he is complaining because we were minutes late dispatching and then complaining because we completed the repair in a very quick and timely manner. We have a “flat-rate” fee and it is determined by what is wrong with the appliance, it is not based on timeIf the repair would have taken four hours, the amount paid would have been the same. While they may indeed have a different opinion with regards to our pricing structure, it is quite unfair for them to file this complaint and try to disparage us and demand a refund, simply because we did not conform, after the fact, to their concept of acceptable pricing. This is not fair to our hardworking technicians that derive a living on this service job and we will not penalize them at the whim of customers wanting to set our pricing for us. The work was performed and completed as approved by *** and at her request. We, at All Pro Appliance Service, Inc., strive in all aspects of our work to provide exceptional service to our customers, from scheduling quickly for in-home service to a one-year warranty on all parts and labor we install (which is better than the manufacturer’s warranty on the parts), lettered trucks stocked with over parts, to uniformed and trained technicians and such service cannot be provided for less than what we chargeThey know that they were the recipients of very good customer service and it is unfortunate that they want to be offended by us standing our ground on the work we already performed! If they actually gave it some real thought they would see the unfairness of what they are asking us to doWe will not be refunding anything to this customer and consider this matter closed

5-25-Response to complaint from *** ***: We received an online request for service on her Whirlpool side by side refrigerator that was having problems with the ice maker from *** *** on 5-13-2016. We called her that same day to schedule the service appointment. She said
her son had actually filled out the online request for her and we scheduled her service for 4-p on Wednesday 5-18-216. She was quoted a trip charge of $and was told that we would waive $of that if she had us do the repair. On 5-18-2016, we dispatched a technician at 3:pm and he diagnosed it as needing a new water valve as no water was getting into the ice maker and also the control arm on the ice maker was not in all the way. He quoted her $to do the repair and waived the entire $instead of just the $that she was quoted would be waived. He also applied a 10% discount to this job and it brought it down to $She approved the quote and authorized the repair by signing the invoice and he proceeded to install the part. When he was done, he tested it, it called for water as it should have, it worked and the customer saw it working. As far as it making ice, it needed time to freeze and make and dump the ice and we could not wait the two hours it would have taken to freeze into ice cubesOn 5-19-2016, Ms*** called and said that her ice maker was not working and said she did not want us to cash her check. She was informed that the check had already been taken to the bank and deposited. She was also told that her repair had a one year warranty on it and we could come out and see what was going on. She said she was going to stop payment, she was advised not to do that as she would incur a bad check fee if she did so. She said ok and scheduled the call for 5-pm on 5-20-and we told her we would call her when he was on his way. She called on 5-20-to make sure she was on the schedule and was informed that she was and that we would call her when the technician was on his way. We tried calling her at 6:pm and her phone was busy, our technician tried to call also and it was busy. We found out later on 5-24-2016, that we had her phone number incorrect (see screenshot attached). On Monday 5-23-2016, Ms*** called and wanted to know why no one showed up, we told her that we tried to call multiple times and her phone number was busy and we cannot and will not dispatch if no one answers the telephone letting us know they are home. We rescheduled her for 5-24-2016. The appointment was supposed to be for 3-pm but was inadvertently put into the schedule 5-pm and that was indeed our mistake. On 5-24-2016, Ms*** called and was told her that she was next on the schedule and we would call her when the tech was enroute. We called her at 5:pm to dispatch. She was upset and said she didn’t think she wanted anyone to come back. She threatened to “report us to the Revdex.com”, she just wanted us to take the part off and leave. She was told that her repair was under warranty and we could fix it. She said she had already stopped payment on the original checkShe claimed that she would not pay any bad check fee. She claims that our website says the trip charge is $54.95. Our website does not show that, it does not show any trip charge amount, however, it does shows that $diagnosis portion would be waived if they “approve the repair”, see attached screen shotWhen our technician arrived, he found that the customer herself had poured water into her ice maker instead of allowing the ice maker to call for water in the fashion, and in her doing this had caused the ice maker to freeze over into a solid chunk and bind up the motorized mechanism in the ice maker rendering it unable to work and it seized up. She demanded that he just remove the water valve he had previously installed and did not allow him to do any further diagnostics or repairs. We removed the water valve at her request and she paid the prior trip charge of $with her Visa credit card and now still owes $for the bad check fee. She needs to pay this fee before 6-15-to avoid her account being submitted to collectionsWe usually charge a cancellation fee for a situation like this where the customer approves the repair and then cancels it later. We are not charging her the cancellation fee of $at this time as a good will gesture for herWe are not responsible for the damage she caused to her ice maker when she poured water into it. We tried to take care of her, but she did not allow us to do so. The water valve, if faulty would have been covered by our warranty for one year, but unfortunately when she poured the water into the ice maker, it caused damage to the actual ice maker and so we were unable to determine if the water valve was faulty or not. She did not allow us to diagnose the appliance further at that time and asked us instead to remove the part which we did. She was not taken advantage of as she claims, the appliance was not misdiagnosed, we do charge a flat rate pricing and do not do breakdowns and she was aware of this when she approved the repair on 5-18-2016. We will not do any work unless the customer approved in writing the quote given for the repair first. She did not have to have us proceed, but she chose to approve and authorize that repair as quoted. Ms*** was not threatened, she was informed that her account would go to collections if she does not pay the fee incurred, the part was not put on in error. As far as not showing up, we can’t waste the technicians time and send them if the customer does not answer and is not home. In this situation we had her phone number incorrect and that was the problem. We always take care of our customers and we always honor our warranty. It is unfortunate that Ms*** did not allow us the opportunity to serve her as we do take pride in what we do and half of all of our business comes from very satisfied repeat customers and their referrals. We are always looking for ways to improve our customer service and strive daily to do so and would have appreciated the opportunity to take care of Ms*** in this situation We sincerely hope that this explanation resolves some of her concerns and will lead her to be more kindly disposed toward us in the future. We thank her for her patronage and hope that she will consider us for her future appliance repair needs $diagnosis fee waived if you have us complete the repair Where the office and the technician tried calling and got a busy signalIncorrect phone number

In response to *** ***, She called us on 8-24-to come diagnose her Whirlpool gas range that had an oven that was not igniting. When we arrived we determined that the spark module had failed. The customer also needed a new garbage disposal and was quoted and accepted the price
quoted and also purchased a dryer vent cleaning, dryer cleanout, and two surge protectors. The total for all these repairs combined came to $which Ms*** approved by signing the invoice authorization line and paid a deposit of $on her Mastercard leaving the balance due of $to be paid when we were to return to install the spark module, and complete the other work as purchased. The next day, on 8-26-our technicians were dispatched at 8:am and replaced the garbage disposal, performed a dryer vent cleaning, dryer cleanout, installed two surge protectors and installed the spark module on the stove. The spark module sparked twice and stopped because the main control board was also bad due to the power surge they had prior to calling us out that had damaged part of the control board. To add the cost of this new repair would be over $500.00, so to save Ms*** some money, she was told that we could get the new control board and install it for her for no additional cost to her, but the warranty on the stove repair would change to no warranty on either the spark module or the control board and she agreed to this in order to keep the balance due the same. She was getting the control board for free since we were not charging her any additional money for this repair. She also had already received a substantial discount on this job since she had us do so many repairs at the same time. We ordered the control board and on 9-8-we received the control board and called *** to schedule the return visit, she shad she was not ready for us as she was dropping her son off at school and would call us back to schedule. We did not hear from her until 9-13-when she called to schedule the follow up call. We scheduled for 9-16-at her request. When our technician arrived on 9-16-he discovered that the manufacturer had sent us a control board they claimed was the substitution board for this stove, but it did not work and would not hook up as it needed to. We called the manufacturer and they said that was the correct part but would send another one out in case they had mislabeled the box. We received the second part on 9-20-and it was the exact same wrong part they had sent us before. They asked us to return to the customer’s home to further investigate the wiring on the stove so they could match it up properly which we did on 9-23-2016. The manufacturer did some investigating and found the prongs on the original board and on their substitution did not match up so they were able to locate an exact replacement. We received the new control board on 10-5-and called *** and got her scheduled for between 9-am on 10-10-2016. *** then called back on 10-6-and wanted to know if she could get a warranty added to it and was given a quote of $as the new balance due with the day warranty. She said that she could get a new oven for that and asked to have a manager return her call; she didn’t want us out until she spoke to the manager. The manager returned her call on 10-11-at 9:am and she did not answer, he left a message letting her know that she could get the warranty on that if she wanted and to let us know how she wanted to proceed We did not hear from her. On 10-20-at 1:pm the manager called her again and left another message. She did not call back. On 11-15-at 11:we called her again and left another message reminding her that we had her part and needed to get her scheduled. She did not return our call. On 11-17-at 11:am we left another message saying we had the part and needed to get her scheduled and that we could install the part or not but there would be a cancellation fee on that and to call us back. We finally heard from ***’s husband on 11-17-at 12:pm saying that he did not want the repair and said that he would not pay the balance due and then hung up on the receptionist. The manager called Mr*** on 11-17-at 1:pm and he did not answer. He then called again at 2:pm and said that he did not want the part and did not want to keep going round and round about this. He was told that they could cancel that but they still had an outstanding balance of $for the balance due on the work that was already completed on this job. It was explained to him that the total had come to $and they had paid $and since we were not finishing the repair on the stove, they would still need to pay for the work that was already performed on the other appliances but would only be $instead of $529.79. He said that he would check with his wife and see what she said since she was the one that had dealt with this. He then called again a few minutes later, on 11-17-at 2:pm and said that he spoke to his wife and their invoices showed paid in full, it was explained to him that they did not show paid in full and that he needed to go and actually look at the invoices and call us back to discuss them as his outstanding balance was $but we would take $since they did not want to proceed with the additional repair to the stove(Technically they should have to pay for it in full since we did indeed install the spark module on the stove and complete all the other work and installed all the parts she purchased for the $that she was quoted and approved), The control board was going to be installed for free, but they would not allow it for some reason. Mr*** said he would go home and look at the invoices and call us back to discussWe did not hear from either of them again and so we emailed them on 11-25-letting them know they had an outstanding balance of $with us that was due by 12-15-2016. We then received notice of this complaint to the Revdex.com. We don’t know why they did not accept the control board for free but they do currently owe us $and we are willing to settle for $if they pay it before 12-15-2016. After that they will be required to pay the $since all the work they purchased was already completed and all the parts purchased were installed as authorized

June 15,
With Regards to MsMichelle ***’s Revdex.com complaint:
On May 5th, we received a call from Michelle *** scheduling a trip to her house to service a Bosch washer and dryer. On the telephone, during the initial call, we quoted her the TRIP CHARGE of $to come out and
she agreed to the TRIP CHARGE fee as quoted and scheduled the appointment.
We will not, and do not, come out to any customer’s home unless the customer agrees to the trip charge fee first! Ms*** was no exception, she agreed to pay us the $for the trip charge to her home, when she called us initially and scheduled
On May 6, 2015, we arrived at her house and diagnosed the Bosch washer and dryerThe technician gave her a written estimate to complete the repairs needed on her TWO appliances. She declined the repairs at that time and said she would call us later when she decided what she wanted to do. She paid the trip charge of $using her American Express, signed the invoice, signed the credit card transaction and the technician left her home.
Two days later Ms*** called and said that she wanted to know what parts were needed for the dryer, even though it was written on the invoice, as she wanted to call Bosch. We told her the information was on her invoice but that we would pull the original invoice, talk to the technician to get the information, and call her back. When we called her back, she did not answer her telephone
She called again on May 13, and said that she had called the manufacturer Bosch and they quoted her a lower price than we did so she demanded her “trip charge” be refunded. It was explained to her that it would not be refunded as it was a trip charge and everyone pays that fee and that is why we quote it before we even go out. We absolutely will not go out unless people agree to that fee in advance when they schedule their service. She also was told we do not do price matching! She said she was going to file a dispute with her credit card company for the trip charge and get it back. She also said she was going to post “nasty reviews” online about our company if we did not meet her extortion demands to refund her the trip charge
Ms*** states that a “few days later…” her dryer vent became disconnectedWhen our technician left the dryer was in the same state as it was when we arrived, our technician did not leave the vent disconnected and Ms*** never called back in regarding her vent coming off even “a few days later” as she claims. She only asked for her trip charge back claiming that she found the parts cheaper elsewhere. As far as no explanation, the invoice is quite clear as to what both appliances need. We always return if a customer requests a return for some reason, for her to state that we refused to send a tech out, is a complete falsehood. Had she requested our tech back, we would have sent one back. We can’t stay in business if we do not take care of our customers. The $was strictly a trip charge and that service was rendered. We did indeed go to her home and her signature both on the invoice and on the credit card transaction prove it. It is truly unbelievable that a customer would try so desperately to tarnish the reputation of a good company over $54.95, she must be desperate
The truth is, Ms*** is very angry as she filed a charge back with American Express and she was denied the chargeback. She is retaliating because her plan to swindle us out of the trip charge and the diagnosis backfired on her. The ridiculous thing is, every person on the planet knows that no company in the service business will ever come out at no charge and diagnose the appliances for free.
Michelle *** will not be getting a refund. We do not price match, she was quoted the trip charge up front, she agreed to pay it, she owes it, period. We consider this matter closed
Sincerely,
All Pro Appliance Service, Inc

Ok, Lets review yet again. *** *** called us on 8-24-to come diagnose her Whirlpool gas range that had an oven that was not igniting. When we arrived on 8-25-we determined that the spark module had failed. The customer also needed a new garbage disposal and was quoted and accepted the price quoted and also purchased a dryer vent cleaning, dryer cleanout, and two surge protectors. The total for all these repairs combined came to $(see invoice # 30356, signed by *** approving the repair for $1029.79) which Ms*** approved by signing the invoice authorization line and paid a deposit of $on her Mastercard leaving the balance due of $to be paid when we were to return to install the spark module, and complete the other work as purchased. The next day, on 8-26-our technicians were dispatched at 8:am and replaced the garbage disposal, performed a dryer vent cleaning, dryer cleanout, installed two surge protectors and installed the spark module on the stove. She did not pay the balance due of $at that time, however These were all the parts approved of by *** and installed by us. She owes $that she never paid. We do not understand what part of that she does not understand! Perhaps her husband should not have left her to deal with the repairs as she appears to be incapable of understanding and reason All the work she approved of was completed. She now owes the final payment for that amount due of $529.79. We are again attaching the original invoice showing that amount approved was $and what was paid toward that and the current balance due. She needs to pay for the work that we have done for her and stop trying to act as if she does not understand. We are so surprised that she is trying to get something for nothing. The invoice is very clear as to what she agreed to. How sad that she is fighting so hard to steal from us when we acted in good faith and tried very hard to assist her in repairing her ovenThe $balance due was decreased to $strictly as a courtesy from us to her but that offer is no longer on the table. She needs to pay her balance of $in full. It is curious that she continues to go to the second invoice that shows the balance due and is trying to state that that was the first invoice, she is extremely dishonest and what a shame for her and her family. We are again attaching the first invoice here and the second one as well. Her account is being submitted to collections this week for non-payment We have never had a customer do this, the invoice is very clear and every customer that we have ever done service for has understood them This is the first time we have ever experienced a customer insisting that they can't comprehend such a simple thing All we can say is "WOW", the lengths she will go to to try to get out of paying hard working people what they are clearly owed should be embarrassing for her

Complaint: ***
I am rejecting this response because: They were MORE than ONE HOur late (coming AFTER PM with a window of AM -NOON)They never called us as they had promised (nor called in response to my complaint)They never said there was a fifty dollar chargeWe were screwedJust because they wrote a nice response letter doesn't mean they didn't overcharge usThey didRead my original complaintThere was a visit charge plus the part (not over $50) and minimal time (they were here for less than one hour!!!) Consider the total charge and what they did - VERY LITTLE
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:It is true my husband called to initiate this service and is the original customer I, however, was sitting right by him at our home during the phone call and heard the entire conversation(In fact, we were both present for all of the conversations between either of us and All Pro.) All Pro can continue to falsely claim that we did not provide instructions or a credit card number, but it is not true Both of us were present during the conversation and can attest to this fact We never disputed that our tenant should not have signed and agree with All Pro on that However, we should have been contacted by someone from All Pro and our tenant should never have been put in a position to agree to or sign anything- especially when they felt pressured to do so Again, had the person taking our call accurately recorded and submitted the instructions none of this should have happened According to All Pro the service paperwork did not include this information Thus, it is now clear that this is where the mistake occurred Understandably it is standard business practice to continue with the repair; however, under the circumstances (we initiated the call not the tenant and we left instructions to be contacted) it seems All Pro should take some responsibility given that their office did not record, submit, and/or communicate the instructions and verbal agreement We see the formula for cancellation, and that is their policyWe will no longer dispute this fact or process All Pro is now saying the part was already in their possession, whereas on Aug1st we were told the cancellation fee would have to cover the cost of the runner going to get the part because the runner had already been dispatched This is another change in their accounting of what happened The service call covers the cost of the technician coming to the house A cancellation fee for something that has not yet happened and for which they incurred no additional costs is dishonest The service fee, which we have always stated we would and should pay covers all the costs outlined in All Pros latest response I am not trying to be "nit picky", simply addressing the allegations and claims against me by All Pro We would have loved to have resolved this issue with the business on the day of the service call but there was no willingness to discuss the issue or try to come to a resolution Even our very first phone call after the service technician left we were met with absolutely no attempt on the part of All Pro to see if the part had been purchased or what could be done Because our tenant signed an invoice under pressure from the technician All Pro they feel they bear no responsibility They would like us to hold the tenant responsible and make them pay the difference between the service call and the cancellation fee While this is one option, we feel had All Pro followed the instructions and upheld the verbal agreement when we entered into the contract in the first place we would not now be having these conversations All Pro contends we don't want to hold our tenant responsible We contend All Pro does not want to acknowledge their role in this situation and that the problem did, in fact, originate on their end Because no additional costs were incurred beyond the initial visit, the agreed upon service fee should be sufficient to cover expensesOf course there were costs to come to the home and the service fee which we agreed to pay (and for which we have provided our credit card number twice) covers these expenses Given the cancellation should never have had to have occurred if the verbal agreement to call us had been upheld in the first place and that the cancellation was done in a very timely manner we feel it is fair to pay the service call fee and not the cancellation fee To charge a cancellation fee would, in fact, be making money off consumers in exchange for no services or business expenses.
Sincerely,
*** ***

In response to ***
*** complaint to the Revdex.com:
On Monday 8-24-*** *** called and
scheduled a service call to look at her portable Whirlpool washer that would
not stop filling and was flooding her kitchen She thought it might be the hose adapter Our receptionist
quoted her the trip charge of
$to come to her home and also told her that if she had us do the repair,
we would waive that trip charge. She
scheduled the appointment for 8-25-
Our technician was dispatched at 6:pm and
diagnosed the washer as needing a new water level switch. She declined the repair and paid the trip
charge and the technician left.
*** called on 8-26-upset that it only took
the technician minutes to diagnose the washer. In her complaint she states that she went
outside with her dog while he was diagnosing the washer. The part was a factory order part and the ETA
was weeks. That time period comes to
us from the manufacturer, we have no control over that, we can’t make them
distribute them any quicker than what they tell us. She states that she asked him if he was going
to charge her the trip charge. Why
wouldn’t he? She called us, we quoted
her the trip charge, and we went to her home as requested, so why would she not
have to pay the trip charge? Everyone
pays the trip charge If she wants to
proceed with the repair, we will apply the $she already paid to the
repair
She claims that he never tested the machine, how
would she know, she was outside with the dog? She further claims that when she
ran it after he left, it worked. In his
diagnosing, he was able to get the machine working so I am not sure that is a
bad thing since it only cost her $to do so. The washer needs the water level switch, it
will fail again.
We will not be refunding the TRIP CHARGE to this
customer as she was aware, in advance, of the fee to come to her home and
continued to schedule with us knowing full well that this fee would apply if
she did not approve the repairIf she calls in to approve the repair within
days, we will apply that trip charge to the repair
We
strive in all aspects of our work to provide exceptional service to our
customers, from scheduling timely service with extended service hours to a
one-year warranty on all parts and labor we install (which is better than the
manufacturer’s warranty on the parts), etcand such service cannot be provided
for less than what we charge. We hope that this explanation is
satisfactory and we consider the matter closed

In regards to [redacted] complaint dated
12-8-2015
We received a call from Mrs. [redacted] regarding her
Whirlpool Dryer that had buttons that were not working.  We quoted her our trip charge of $54.95 and
she agreed to that fee and scheduled to have us come out.  We sent our...

technician out on 12-3-2015 and he
diagnosed the dryer as needing a new user interface board.  The part is a factory order part and we told
them that if they approved the repair, we could get it ordered and call them
when the part came in to get them scheduled. 
The customer said they would think about it and let us know if they
wanted the work completed. 
On 12-7-2015, [redacted] called and said that he wanted
his trip charge refunded because he thought that we had misdiagnosed the dryer.  We told him that we would send another
technician out at no additional charge to him to rediagnose it for him.  He declined that option.  When Mr. [redacted] was told that we could send
out a different technician and he declined that option, he was told that we
would not be refunding his trip charge. 
He then threatened to contact the Revdex.com about us even though he was
unwilling to allow us back out.  We will
not be refunding his trip charge as a trip was definitely made to his home and at
his own volition he declined having us sending a different technician out.  This matter is closed.

2nd response to [redacted] complaint to the Revdex.com:
Ms. [redacted] states that she rejects the response we submitted, but it
is perplexing as to why, we do not understand why she continues on with this
complaint. 
When she called our office initially, she told our receptionist that she
needed us to come out because her washer was overfilling and she thought it might be the hose
adapter.  Those were her words to us and that is what our receptionist put in our notes dated 8-24-2015 -the day she called us.  We stand behind our diagnosis and if she
would have approved the repair as quoted and it did not correct the problem, we
would have re-diagnosed it then and taken care of it. We are not sure what Ms.
[redacted] wants at this time, it sounds like she just wants to complain back
and forth when this matter should be closed.
She was quoted a trip charge to come to her house, we made the trip to
her home, we diagnosed her washer, and she is out nothing more than the trip
charge she agreed to pay when she set up the service call in the first place!  She did not approve the repair.   
She further tries to disparage us by saying she read reviews since this
incident, our response to her is: We provide service to over 20,000 customers annually and of those extremely satisfied customers - half of them, approximately 10,000 are repeat customers. Repeat customers that are exceedingly pleased with our service, hence the reason they are "repeat" customers and because of this, they call us back time and time again. Our satisfaction rate overall is extremely high.  This speaks volumes about how we treat our customers and the quality of our service. Ms. [redacted] certainly has nothing to base her comments on as she has no idea what the percentage is with regard to satisfied customers and the handful of complaints found here.   
Where the trip charge is concerned, we made a
trip to her home and she was aware of the fee to do so and in conclusion, we
will not refund that trip charge fee.  We
consider this matter closed.

Response to the Rejection from [redacted].  We have pulled the recordings of every conversation with Mrs. and Mr. [redacted] and we definitely quoted her the 10-12 time slot as a time “window” that we would be calling to dispatch when the technician was available. No promises were made that we would arrive during that time.  The “window” is the time when we will be calling to dispatch, not the technicians arrival time and we have already acknowledged that we were late in calling to dispatch by 16 minutes! We do apologize for that, unfortunately we don’t have any control over how long calls take and we just have to wait for the technician to finish his prior call.  We received two calls from [redacted] on 8-16-2017 checking to see if she was on the schedule and also to see if we were coming out.  The first time she called it was 10:18 am and she was assured that she was on the schedule and explained that she was scheduled in a window as we didn’t know how long the job in front of hers would take; she said she knew and understood.  She then called again at 11:49 am and we told that she was next and it should not be much longer and we would call her as soon as the technician was finished at his prior call, she said ok.  We have the recordings of us calling them to dispatch, it is a falsehood that we didn’t call!  As far as the manager calling, the manager was out sick and the customer filed this complaint with the Revdex.com before the manager had returned to work and had a chance to call!  He was not promised that he would be called the same day, in fact no day or time for a return call was even discussed in the phone conversation when Mr. [redacted] called to complain.  The [redacted] were definitely not “screwed” as he claims.  His wife was given the quote in writing, she approved it in writing and we completed the repair at her request.  She was quoted a trip charge of $74.95 over the phone and was told that if they had us complete the repair for them we would waive $24.95 of that.  $74.95-24.95 = $50.00 as the remaining portion of the trip charge that would be due.  We have the phone recording of that conversation and [redacted] agreeing to it.  She was never told that it would be “a 74.95 visit charge plus the part (not over $50) and minimal time” as he states here.  We always quote the trip charge over the phone and once the technician is there and diagnosis it, he gives the customer the quote.  It is a “flat rate” fee and is not based on time at all!  At no time was any “part” price discussed or a “time” price discussed. Not even the price for repair was discussed over the phone, she didn’t even ask.  There is no way we could have diagnosed the washer over the phone anyway, all we could quote was the trip charge, to which she agreed!  Perhaps if the technician would have stayed in their home for two hours, the customer would be happy.  Most people are delighted when their repair is completed quickly and they can get on with their laundry and their day and their life and not have to have a technician in their home so long!  We are perplexed by this customer’s reaction to the rapidity of repair, especially when he is complaining because we arrived late, as if he was in a hurry.  If he feels that we did “VERY LITTLE” for him, why didn’t he fix it himself?  Why is his washer currently working when it was not prior to our arrival and the whole reason they called us?  We fulfilled our end of the agreement, we came at their request, we diagnosed his washer, we repaired his washer, he has a warranty on the repair we performed for him and he wasn’t even charged the $50.00 trip fee that he should have paid.  We were definitely 16 minutes late on the dispatch call and do apologize sincerely for that, it is not our policy to call outside of the time window and we do usually call if that is to happen, we didn’t in this case and have no excuse for that other than we do have new people in our office and perhaps that is why.  We do apologize for that as well.  The [redacted] washer is now working; they approved the repair as quoted prior to us performing any repair for them and it is unfortunate that they remain dissatisfied with us at this time.  We wish them well in their future endeavors.Tell us why here...

On 1-11-2017 at approximately 1:25 pm, we received a call from [redacted] regarding her LG gas stove that took too long to light and her GE dishwasher that was falling forward out of the cabinets and the top rack kept rolling out.  At her request, we scheduled the appointment window for...

Monday 1-16-2017 between 9-11 am.  On Monday we dispatched our technicians to her home at 9:00 am.  They diagnosed the stove as needing a spark module and gave her a quote for that repair; the customer declined the repair on the stove.  They did however have us install a new garbage disposal. When the technicians looked at the dishwasher they found that the dishwasher was not anchored to the countertop at all and that is why it kept falling forward.  The two top brackets were completely broken off and missing from the dishwasher and those brackets are specifically made to hold the dishwasher in the cabinet/countertop.  It was explained to the customer that because those brackets were broken and missing, and due to the fact that they had installed new tile on their kitchen floor after having installed the dishwasher, the dishwasher could not be anchored in the usual way with new top brackets.  They could not get the dishwasher out unless the tile was removed first. The technicians explained that we could have them remove the tile so we could get the dishwasher out to install the new brackets on the top of it and anchor it properly as recommended by the manufacturer, but the customer did not want to have to redo their tile for that.  She was told that we could secure it to the cabinets on the left side only, because there were a set of drawers on that side and therefore something to anchor it to.  There is a bracket located on the left side of the dishwasher that could be used, but it was explained to the customer that it is not a solid bracket, but would definitely keep the dishwasher from falling forward all the time but because it was only on one side it would not be firm.  The right side could not be anchored as it did not have anything solid that it could be attached to.  The customer agreed to them anchoring it only on the left side and approved that service as quoted for $158.14. They performed the service to her satisfaction and she signed the invoice stating so.  [redacted] called back on 2-6-2017 and said that the dishwasher was “not working”; we pulled the invoice and saw that she only had us anchor it on the left side and no repairs were made, we informed her of this but told her that we could get a tech out to see what was going on with it.  She said no, she just wanted to speak to a manager.  Our manager called and spoke to her about it and she agreed to have a technician come out and see what was going on.  At her request, we scheduled the appointment for Wednesday 2-15-2017 between 8-10 am.  Our technicians were dispatched at 9:04 am on 2-15-2017 and gave her two options for anchoring the dishwasher more solidly.  The first option was to remove the tile, as discussed before, and install the top clips as recommend by the manufacturer, or use some “L” brackets on the counter/cabinet to anchor it but that would cost an additional $174.17.  The customer asked if we would apply the money she had already paid towards that and the technicians explained that it was two different repairs and could not be done.  The customer declined the repair.  A few hours later the customer called to speak to a manager.  When he called her back, she told him she didn’t want to pay for the second repair, but wanted us to do it.  It was explained to her that she had been advised, on the initial service, that it would only be anchored on the left side and that it was not solid but would keep the dishwasher from falling forward.  The manager told her he would further review the notes and return her call once he had done that.  He called her back, she did not answer, so he left her a message that he could give her a 10% discount on the $174.17 and to let us know how she wanted to proceed.  Her husband then called and said that he was not happy with the quote and that he had fixed it himself using the information our technicians had discussed with them and “L” brackets mounted to the counter that he obtained at the hardware store, and that he wanted a refund on the previous service.  The manager explained to him that after looking at the invoice, speaking to the technicians and the supervisor, the pricing for the initial service would not be changed.  He apologized to Mr. [redacted] and further explained to him that his wife was well aware that only one side of the dishwasher would be anchored and that the other side could not be anchored because there was nothing there to anchor it to and that she approved the repair, knowing it was not a firm and solid anchoring, and the work was performed at her request.  He got angry and said that he would not be doing business with us again and hung up on the manager. We do indeed stand behind our work; no parts were used on the initial service, rather, the existing side bracket that is on the dishwasher was used because the top anchor brackets were broken off and missing from their dishwasher.  She was well aware of the situation prior to agreeing to the service.  The side bracket was still holding when we returned for the second visit. Further repairs or service would definitely and logically be a separate fee.  That only makes sense.  The initial work was satisfactory to the customer as discussed, approved and completed initially, and was still holding when we returned for the subsequent visit a month later.  The obtaining of parts and further labor would incur further costs, hence the second quote.  How can they expect the new and different work to be completed at no additional cost?  It was a different and separate repair.  The customer was aware from the beginning that the first service was not a solid anchoring but solely to keep the dishwasher from falling forward and having the top rack roll out all the time.  The correct repair was to take out the tile, install new brackets to the top of the machine and install the dishwasher back in the counter the proper way.  The customer did not want to do that so improvising was opted for. The invoice shows that the dishwasher was remounted through the side clip because the top clips were broken off.  That work was performed and completed and the customer paid for that work.  While they may indeed have a different opinion with regards to the pricing structure, it is quite unfair for them to file this complaint and try to disparage us, simply because we did not conform, after the fact, to their concept of acceptable pricing.  We cannot do additional work for free, that is not fair to our hardworking technicians that derive a living on this service job and we will not penalize them at the whim of customers wanting to set our pricing for us.  The initial work was performed and completed as approved and was still holding when we returned a month later for the subsequent call. We strive in all aspects of our work to provide exceptional service to our customers, from scheduling same-day service to a one-year warranty on all parts and labor we install (which is better than the manufacturer’s warranty on the parts), lettered trucks stocked with over 250 parts, to uniformed and trained technicians and such service cannot be provided for less than what we charge. They know that they was the recipients of very good customer service and it is unfortunate that they want to be offended by us standing our ground on the work we already performed and they can’t understand that further work would incur further costs! If they actually gave it some real thought they would see the unfairness of what they are asking us to do. We will not be refunding anything to this customer and consider this matter closed.

In response to [redacted] complaint: On Thursday 7-28-2016 we received a call from [redacted] stating his Frigidaire Refrigerator was not making ice. He scheduled an appointment for Monday 8-1-2016.  Our technician was dispatched at 2:10 pm and diagnosed the refrigerator as needing a new...

ice maker.  The tenant in the home approved the repair, grabbed his checkbook and paid for the repair in full.  The follow up appointment was made by the renter for 6-8 pm on Tuesday 8-2-2016.  He never mentioned needing to discuss it with his landlord or hesitated in the least when given the diagnosis and estimate for repair.  The renter was not “pressured” into the repair as stated by Mrs. [redacted].  We will not proceed with any repair unless the customer signs the invoice approving it as quoted first and the trip charge is due at the time of service if the repair is not approved, this is stated to the customer when they call in to set up the service call initially.  Had the renter told the technician that we needed to discuss it with the landlord instead of him; we would have gladly done so.  We have many landlords that we do service for and also many management companies.  The tenant only needed to have told the technician that the landlord would be paying for it and we would have called the landlord to give them the diagnosis and estimate for repair and see how they wanted to proceed.  We also would have called them to collect payment for the trip charge if we would have known.  There were no notes in our system stating that we needed to call the landlord or any card on file as they claim.  We have many receptionists here and do 40 to 50 calls a day and unfortunately do not remember each and every detail on them and have to rely solely on what is in our notes.  We do apologize for any misunderstanding, but we can only go off of what was in our notes and unfortunately they were not in there.  The tenant should have advised the technician that he was not the responsible party and then we would have called the landlord instead. Once the invoice is signed, the technicians order the parts needed.  The part had already been ordered and a runner dispatched to retrieve the part by the time Mr. [redacted] had called in to cancel and it was explained to him that a cancellation fee would apply consisting of 25% of the total repair price plus the trip charge quoted.  This is our policy and it is written on the invoice just above their approval signature line.  He was not happy with our policy and asked to speak to a manager.  The manager called him back and he did not answer so a message was left. Mrs. [redacted] called back and spoke to the manager and it was reiterated that we have a cancellation fee and the part was already picked up and ready for the follow up visit.  She wondered why they would have pay for the cancellation fee when the tenant approved it and not them. It was explained to her that she could have the tenant pay for it since he approved the repair.  She did not want to have the tenant pay for it.  Mrs. [redacted] tries criticizing us by her comment “they don't turn away money. If someone is going to agree to pay they take the money.” Of course we are going to proceed with a repair for a customer if they approve the repair and we are going to be paid for it and will definitely take the money!  In our company, we perform services for our customers at their request and it is ridiculous for her to act as if it is a bad thing for us to want to be paid for our work.  We are in business to make money as are all businesses including the [redacted]’s themselves with their rental property.  If you go to any store and buy something, every store or business will take money for the item purchased!  We have no way of knowing their tenant was not competent to make decisions regarding his home and he, the tenant, was glad to approve the repair and pay for it as he wanted his ice maker repaired. Perhaps they should have been there to handle this issue since in their estimation he was not capable of making decisions. They want some acknowledgement of responsibility from us but they don’t want it from their tenant who approved the repair and paid for it with his check.   They want sympathy for something that we did not create or cause.  We fulfilled our end of the contract and went out as scheduled, diagnosed the refrigerator, ordered the part, had it picked up and a two hour window blocked out on our schedule for the follow up appointment that we could have scheduled another call in.  For them to think that costs were not incurred and should not be paid for is unreasonable.  The cancellation fee stands.  Every service company has a cancellation fee and so do many other professions such as mechanics, doctors, cell phone companies, insurance companies etc. and this policy does make sense to reasonable people.  We understand their frustration in this matter but we are not the cause nor to blame for it.  We hope this explanation helps clarify our position and we have attached a copy of the invoice showing the cancellation policy and the signature approving the repair.