All Pro Appliance Service

Complaint: [redacted] 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, [redacted]

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--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 itWe 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,customers annually and of those extremely satisfied customers - half of them, approximately 10,are repeat customersRepeat 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 againOur satisfaction rate overall is extremely high This speaks volumes about how we treat our customers and the quality of our serviceMs [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

Complaint: [redacted] I am rejecting this response because: I diagnosed the problem myself, because you inexperienced Techniciian couldn'tThere is no point in sending another Techniciian! Maybe you better use the $to retrain your Techniciian! So live with the complaint against your company! [redacted]

In response to [redacted] complaint: On Thursday 7-28-we received a call from [redacted] stating his Frigidaire Refrigerator was not making iceHe scheduled an appointment for Monday 8-1- Our technician was dispatched at 2: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-pm on Tuesday 8-2- 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 to 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 insteadOnce 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 leftMrs [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 themIt 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 moneyIf 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 repairedPerhaps they should have been there to handle this issue since in their estimation he was not capable of making decisionsThey 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 etcand 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

In regards to [redacted] complaint dated 12-8- 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 $and she agreed to that fee and scheduled to have us come out We sent our technician out on 12-3-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

Response to the Rejection from [redacted] We have pulled the recordings of every conversation with Mrsand Mr [redacted] and we definitely quoted her the 10-time slot as a time “window” that we would be calling to dispatch when the technician was availableNo 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 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-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: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: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 $over the phone and was told that if they had us complete the repair for them we would waive $of that $74.95-= $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 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 discussedNot 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 $trip fee that he should have paid We were definitely 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-at approximately 1: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-between 9-am On Monday we dispatched our technicians to her home at 9: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 disposalWhen 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 firstThe 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 $They performed the service to her satisfaction and she signed the invoice stating so [redacted] called back on 2-6-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-between 8-am Our technicians were dispatched at 9:am on 2-15-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 $ 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 $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 managerWe 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 visitFurther 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 forThe 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 callWe 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 chargeThey 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 doWe will not be refunding anything to this customer and consider this matter closed

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]

We understand your complaint as to the unit not being fixed after multiple trips and multiple gaskets ordered and replaced. As we stated at a previous conversation with [redacted] the part that is needed for the dishwasher is unavailable from our distributer and needed to be ordered. We have not had...

any confirmations as wether part has been shipped or not. I'll look into it again and see if we can get an update. As soon as we get an update we will call you with further information. If we do not have a reasonable timeframe or answer we are more than willing in returning your payment. You can call us if you also need status or update by emailing us @ allproapplianceservice@ [redacted].comThanks