All Pro Appliance Service, Inc.

Complaint: [redacted]
I am rejecting this response because:
ALL PRO- APPLIANCE SERVICE did not provide correct informationTHANK YOU FOR INITIATING A RESPONSE FROM ALL PRO APPLIANCE,  As I clearly stated in my complaint to ALL PRO and to the Revdex.com, I have tried contacting them SEVERAL times to get clear answers to my questions, concerns and dryer repair- with absolutely no returned calls, not even messages left. They have my phone number as well as my address and have made NO EFFORT to address my customer questions, needs or now complaints. I was delighted to pay the "TRIP CHARGE" as they call it of $54.95, as this was less than eveyone else I contacted, they were also very pleasant and professional on the phone and scheduled the appointment within a few days.  I specifically used them because they accept AMEX.  We are devoted card members with AMEX and their customer sesrvice is exceptional. We have always used [redacted], they have been competent and prices are standard, but they do not accept AMEX, so we decided to try ALL PRO.When I scheduled the service call- ALL PRO let me know that this "TRIP CHARGE"( that they kept referring to in their response letter) was indeed $54.95, this was a one time charge to come out and DIAGNOSE THE PROBLEM.  If, based on their diagnosis and cost estimate we decided to have them repair the machines, that cost would be included in the price of the repair.  As I stated, the tech came out, looked at the dryer only.  I described a sound to him on both the washer and dryer- he pulled out the dryer and looked at it- disconnecting the vent tubing from the hard vent on the dryer. ( I did not bother to include the washer issue because the tech did not do anything to diagnose the issue- I simply told him the sound it made and he said " sounds like it needs new shocks- Ill write up an estimate.")Back to the dryer- when the tech pushed the dryer back in to where it sat, he attached the same piece of tape to the vent that he had taken off. It doesn't take a rocket scientist to understand that a used piece of tape on a dryer vent probably isn't the most effective way to secure what the tech described as a "lose vent pipe".  I looked at the venting and commented that it seemed to be moving around more than it was before he detached it when we turned the dryer on- and specifically asked him if it would hold- In retrospect I guess I should have stated directly:  " Please put a new piece of tape on that vent tubing because it is not going to hold securely until we have you come out again to repair it".  This diagnosis process took less than 15 min. I showed him into my laundry room, went briefly downstairs to check on our dogs outside- and heard loud banging sounds upstairs- I returned, and the tech had already pushed the dryer in and reported the "vent pipe" issue. I asked him if he had the broken part, or what it was so I could understand the diagnosis- he was basically  "non communicative", shrugged his shoulders and said "no". He then took AT LEAST ONE HALF HOUR to write up three separate estimates of the cost of repair ( including various levels of "insurance" on their repair job)  when he finally presented the estimate to me, and I saw that the cost was $395.20, I admit to being shocked and confused. I am not a liscenced appliance repair professional but that price seemed like it HAD to be wrong to me based on his diagnosis of it simply needing a "vent pipe". So I asked the tech why is was so expensive and he said that " you can't just buy the vent pipe- it's a whole piece that has to be replaced, bracket and everything".  Hmmmm….ok.  Also, that "the part was not available for 3-4 wks."  Even more strange.  I paid with my AMEX card, he left me the estimates and "diagnosis" to discuss with my husband that evening.  As my husband and I discussed, he too was in disbelief that a simple vent pipe replacement could be $395…. I called back ALL PRO within one or two days to try to see if I could get a part number of better understand what the repair entailed- I could not get through. I noticed the BOSCH service center number on my machine and decided to call them in hopes they could walk me through the ALL PRO diagnosis and part etc. before we scheduled it to be repaired because based on the 3-4 week wait for the part, we wanted to get our repair scheduled ASAP.I found out that BOSCH also sell parts for their machines, and as I discussed  the vent pipe and bracket diagnosis ALL PRO couldn't explain, the BOSCH rep told me that the part was in stock, and that it would take only two days to get it to me and cost  was $21.  OBVIOUSLY, this led to even MORE confusion on our part about what the tech could have possibly been thinking or doing and so I called ALL PRO to try to figure out if I did not understand clearly what their tech diagnosed and the parts needed since it would appear that even without any "SERVICE WARRANTY" the tech estimated the cost at $296.77.  ?????  Does this mean that ALL PRO doesn't get their parts from BOSCH?  Does this mean it's going to take 3-4 hours for the repair???? Complete confusion.  I called ALL PRO- the customer service rep said they do not give out part numbers, and they do not break down costs for the repair into parts and labor.  I told the rep that I called BOSCH to try to understand what part is needed and that BOSCH said the part was only $21 and in stock- at that point the ALL PRO rep said she didn't know, but would ask the tech who came out to explain his diagnosis and call me back.   I WAS NOT ASKING FOR A "PRICE MATCH" or anything other than an explaination of the diagnosis and a re-check on the time frame invloved.  I NEVER RECEIVED A CALL BACK.  Forward to about a week later- I went to use my dryer, and noticed the old tape the tech put back on had come off and the vent was no longer connected. The machine was no longer working.  IT WAS WORKING AND HAD BEEN WORKING FOR A YEAR WITH ONLY A SMALL RATTLING SOUND, now the machine was not working and I had to call ALL PRO back again. Clearly, at this point, we were beyond frustrated with their lack of profesisonalism and customer care.  This time I got the ALL PRO customer service reps name: LINDA.  I told her I was upset because I hired them to come out and diagnose my dryer noise and I still hadn't gotten to the bottom of what actually needed to be repaired and what the costs were and why it was going to take a month for the part to arrive.. and we needed to get it scheduled if the wait was really 3-4 weeks.  She said they called me back, but I didn't answer.  IS THIS A JOKE?  "Uhhhh, did you leave me a message? I didn't get a message…."  Her response was " No, we don't give out part and details on our estimates".  So I pressed further- "I did not recieve a call back as requested, and now my machine is no longer working, the tech couldn't even put a new piece of tape on the machine to hold the vent properly for the MONTH long wait you said it would be for the part!"  I told her I'd like her to send him back out and repair what he had caused and under no circumstances would I pay for him to pull the machine out and re-attach the vent.  The reply was " if you don't pay, you'll be responsible for the collection fees!" My reply:  "Excuse me? I've already paid in full  for the diagnosis which I still haven't gotten clearly, and now my machine isn't functional, so I will be contacting AMEX and disputing the charge."  UNBELIEBABLE!  Not one word of apology, or attempt to satisfy the most basic customer needs.  I replied that if she wasn't going to help me that I guess I had no choice but to call AMEX who stand by their customers and complain, and also give them a poor review online. She said " someone wil have to call you back! " and hung up on me.-END OF MY CONTACT WITH ALL PRO. I NEVER RECEIVED A CALL BACK, AND I GOT SOMEONE ELSE TO REPAIR THE DISCONNECTED VENT PIPE.  I also contacted AMEX about my experience and we are in the process of disputing a "diagnosis" charge of a measly $54.95.  I believe AMEX will probably just issue the credit to our card as ALL PRO continues to demonstate deplorable busniness skills and customer serivce…. but CLEARLY, we have taken the time to complain to the Revdex.com, AMEX and online referal sources because we care about receiving an  honest cost estimate, clear and  competent techs, and a customer friendly experience, and we hope others will take note.
Sincerely,
Michelle [redacted]

Complaint: [redacted]
I am rejecting this response because: I diagnosed the problem myself, because you inexperienced Techniciian couldn't. There is no point in sending another Techniciian! Maybe you better use the $54.95 to retrain your Techniciian! So live with the complaint against your company!
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me as long as the work promised is performed.
Sincerely,
[redacted]