Alliance Appliance and HVAC

Review: This was an extened service plan, Alliance Appliance was the company that the [redacted] service plan told us to use. The seal on the fridge door was bad and was being replaced, the tech, using a heat gun to install the seal, burnt and warped the inner liner on the fridge door. They said they would replace the door. This was on 4/16/15. Have called them on several occasions and get the same story that a door was ordered and came in damaged and another door ordered. Called again today and got the same story.Desired Settlement: At this point I would rather have the money it would cost them and find someone else to do the repairs.

Review: on june 15, 2015 I called my warranty company to have my stove repaired, they scheduled an appointment for me with alliance appliance on 6-23-15. the tec [redacted] came and ordered 6 parts for my stove. I have not heard back from them as of yet. I called them twice, and also called the warranty co and they called them twice on 7-27 and 8-7. on 8-7 they did not answer. I called alliance appliance today and got no answer. I can only use 2 of my 4 burners on my stove and 1 of the ones that I cannot use can emit gas if the [redacted] is accidentally brushed against creating a hazardous condition.Desired Settlement: I am needing the parts to be installed by the tec from alliance appliance so I can safely use my stove's 4 burners and not have to worry about my house blowing up. thank you.

Review: My Whirlpool gas dryer that the purchase date was 12/02/08 has not been working properly since 8/4/14 It take 3 hrs to dry small loads of clothes . I have had 3 different service call once 8/7/14 which tech said it was probably a dryer vent issue and a wire break which he repaired . The invoice was #[redacted] He a total of $112.35 which Im paid by check #[redacted] which was cashed . I called several times and left messages after he left the dryer still is not working that the tech failed to repair the original problem ( which is the dryer gets hot in the beginning but does not stay hot and it takes 3hrs to dry clothes ) . Finally I got a call back and they came back on 8/14/14. That dayn the tech said oh then it needs a new contol part which was $240.41 plus labor and tax came to a total of $ 348.19 on Invoice # [redacted] I paid by check #[redacted] in full . I was told it would be another 7-10days for part to come in . On 8/29/14 another tech came and installed the part . he assured me the dryer problems was fixed . He left I dryed a load of clothes and once again it did not work still didnt stay hot and took 3 hrs to dry ! At the moment I have paid a total of $460.54 in parts and service calls which were not the parts needed to fix the origianl problem . Not to mention the amount of money it is increasing my electric bill for the month long of the length of it to take to dry clothes I sent 2 emails on their website over the weekend and yesterday and several calls on the phone never got a call back finally I got thru to someone yesterday 9/2/13 around 10:30-11 with my complaint and was told they want to have a supervisor tech call me and come see what the problem is > I informed them I can not afford for any more unnecessary parts to be ordered that are not needed to correct the problem . The woman said she will have someone call me back yesterday it is 10:00 on Wed 9/3/14 and still no call back or my dryer fixed !Desired Settlement: At the time I do not wish to spend anymore additional money for technicians not diagnoising the problem incorrectly and ordering parts that are not needed and fail to be the correct part to fix the problem with the dryer . I would like a refund in full or they fix the dryer correctly with no more additional cost to me in a timely manner so it stop my electric bill from going up by over use of electric drying clothes for 3 hrs

Thank you

Consumer

Response:

I am rejecting this response because:

The response Alliance appliance gave was incorrect information !!! Stating test fasiled due to lint fire not the dryers fault lack of care from customer !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

.The dryer did not work due to heating coils needed to be replaced !! on 9/10/14 That was replaced and the dryer was finally fixed on the 4th service call ! The original complaint was dryer took 2-3 hrs to dry the clothes since 8/4 the dryer was incorrectly diagnoised and unnessary parts were replace like a NEW COMPUTER CONTROL PANEL THAT WAS ORDERED 8/14/14 DRYER STILL TOOK 2-3 HRS TO DRYER SO THAT WAS NOT THE PROBLEM OR CORRECT DIAGNOSIS . THE DRYER WAS ALSO SERVICED ON 8/7 AND WAS TOLD RTHE WIRE BREAK QWAS A PROBLEM AND THAT WAS A INCORRECT DIAGNOSIS AS WELL . DRYER STILL TOOK 2-3 HRS TODRY !!! ON 9/10/14 TECHNICIAN EVEN WROTE ON THE INVOICE I WOULD BE GETTING A CALL FROM THE OFFICE FOR A REFUND FOR THE INCORRECT PARTS ORDERED AND REPLACED !!! I haave 3 invoices to back up my claim . Today when Whirlpool called alliance appliance they were told a REFUND IS BEING ISSUED . tHEREFORE SHOWING YOUR RESPONSE TO MY CLAIM IS INCORRECT !! I HAVE YET TO RECIEVE MY REFUND OG $460.54 .

Business

Response:

This was my fault on the response. I looked at the wrong file. The customer is due a refund and it will be sent out.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: On June 27, 2013 my relatives both for me as a gift a refrigerator from Home depot.com for $1602.86 order # [redacted] and shipped to me.

We was doing painting and didn't open the refrigerator for some time. after we start install draws in the doors we found out that they(2) don't fit a right door. I called Home depot and many other places they send me until finally got a phone # [redacted] for Alliance Appliance. Before that I received two draws by mail and the same result. They send a technician and we received the same draws we received before by mail. Now they made an appointment with us at 10/2/2013 and technician got us they same draws . He sad that may it is a problem with the door. Since than we didn't here from them. On 10/14/2013 I called again and spoke to [redacted] .. She told me that the manager looking into that meter, but he is not in. Promised to call me next day. Next day witch is today nobody called. For two weeks the manager cant understand that it is something wrong with the door, not draws and if it is other solution nobody cares any way.

What happen to the service we used to have? What happen to managers today?

Please help me to resolve that problem. Desired Settlement: Replace for new, apologize for poor service and time we spend on phone and waiting for a technician.

Business

Response:

We received a service call for this customer on 9/13/13, scheduled for service for

9/17/13. When the tech got there, he found that Whirlpool had shipped the wrong door bins for this customer's unit. We ordered the bins that were listed on the diagram with our distributor for her

unit and left a message for the customer on 9/26/13, when the parts were delivered.

0n 10/1/13, the customer returned our call and made an appointment for us to come

the very next day. When the tech arrived, he found that the new door bins did not fit the customer's unit. A call was put into our distributor the next day and the order was forwarded

to a parts research team that works with both our distributor and Whirlpool directly. On 10/15/13, we finally received a call back from them that they figured out the correct part

numbers. Additionally, we put a call into Whirlpool Trade Partners to Verify that these bins

would fit the unit and they assured us that they would, so we ordered those parts.

The parts arrival to us on 10/18/13, so we called the customer for the install and set up an appointment for 10/21/13‘ When the tech went back out, he found that once again, the door bins did not fit properly. He called into Whirlpool Techline and was advised to just order

the entire door, as they could not figure out why any of these bins did not fit. To expedite the

the order for the customer, we went through a process called "Expart," as doors are manufactured when the order is processed and can take 6-8 Weeks to 'come in

When the door was delivered to US on 10/29/13, we put the order through for the name plate on the unit (Expart orders sometimes do not come in at all, so we must Wait for these parts to come in first before ordering additional parts) which is on national back order with whirlpool.

Again, we’ve put through the order for the part with Expart to help? expedite this order.For all three of our appointments for this customer, We were well within the designated time frames that she was given the day before (simply narrowing down the morning or non time frame she preferred), even arriving a little early for one of them. Our distributor, whirlpool and our

technicians cannot figure out why these door bins are not fitting the customer's unit and we are doing everything we possibly can to try and get this straightened out as quickly as possible

Consumer

Response:

I am rejecting this response because: It is more then two months since the problem occurred and no party taking responsibility for sending to us a brand new refrigerator with a defective door. If some part or parts not available for a such long time the responsible parties should change this refrigerator for a new without defective parts, but the Alliance Appliance technician told me at the last visit that no way the company will do that Why??? The refrigerator under a warranty and as a consumer I don't understand why should I care about none existing parts.

The Alliance company tells that it is not their fall, but it is not my fall ether. But when I called manufacturer they send me back to Alliance company. Now after all this time we can not find a responsible party. It is a good excuse for another 3-6 months.

Review: Alliance Appliance came out to diagnose and repair my [redacted] dishwasher. First visit, they said I needed a new Control Panel, which they said was not under warranty and charged me $105 for the diagnosis. Called [redacted] who said that the part WAS under warranty and that I should not be charged. After now two weeks, they installed the Control Panel, collected additional $95 labor charge, and left quickly. One minute after they left, turned on dishwasher - same problems as before. Nothing was fixed, but they charged me for labor. Came back again and now said that I needed a new pump/motor for $300. I asked that they check if it was under warranty and that they should order the part. Called several times. Finally after two weeks they said that the part was not under warrantly and that I need to pay for parts. I asked why it took several weeks to tell me this - they said "Well, we are telling you now!". I refused service and got my own repair person who said that they again mis-diagnosed the problem. Now without dishwasher for 6 weeks and out $200+ dollars due to their mis-diagnosis and unneeded labor charges.Desired Settlement: Full refund for their charge to mis-diagnose the problem and full refund for their labor charge to install wrong part.

Review: Alliance Appliance came out several months ago to fix our dishwasher, which had stopped working and was blinking an error code. After first saying that they had cleared the error and couldn't find a problem, they said that the sump motor needed to be replaced, and they installed a new one. Prior to Alliance coming out, we purchased a guaranteed repair and extended warranty through Whirlpool.

A few weeks later, the dishwasher started leaking. They came out and could not find the leak.

A few months later, the dishwasher was running, and I accidentally tripped the circuit breaker. The dishwasher stopped running and wouldn't start up again.

The next day, the dishwasher was leaking water. We had someone doing work on our house, and he pulled the dishwasher out so that it wouldn't damage our hardwood floors. We called Alliance, and told them that since our dishwasher had leaked before, and they couldn't find the source, we wanted them to run the dishwasher outside before re-installing. The office person said they could do that, the technician said he couldn't do that, but got permission from his boss to take the dishwasher back to their office and look at it.

6 weeks later, after many, many phone calls, and many broken promises to return our phone calls, my wife spoke to the owner, [redacted]. He told them they had found the problem, and replaced a leaky seal. My wife arranged to have the dishwasher returned and installed, only to find out when the technician arrive today that he was only delivering, not installing. His words "I was told to put it back where we took it from, in the garage". It was clear from the technician's words that Alliance knew exactly what they were doing and had been vague when talking with my wife so that we would take delivery. My wife had made it clear to them that it should be delivered on Saturday so that I would be here when it was installed.

This is ridiculous. BTW, this is the 3rd time we've had issues with their repairs.Desired Settlement: We want Alliance Appliance to finish the job. They never told us they wouldn't re-install the dishwasher. It was removed because of a leak that they couldn't find previously, and that they may have caused. We paid for an extended warranty. That generally includes removing, repairing and reinstalling the appliance. We only asked them to repair and reinstall -- how can that be an issue? There can't be issue with the appliance -- they just checked it out thoroughly -- for several weeks.

Business

Response:

This dishwasher was repaired in a timely manner but the customer REFUSED to have it returned. I spoke the them and told them it was operating fine. We the dishwasher was picked up it was uninstalled and in the garage. We are not a installation company. So the unit was brought back and put back in the garage where it was picked up. This is a non valid complaint.

Consumer

Response:

Review: 10261566

I am rejecting this response because:It is totally inaccurate. The dishwasher was not repaired in a timely manner, and the business did not return phone calls. It took 7 weeks before someone would tell us what was wrong with the dishwasher, and what they had fixed. It was only by accident that my wife reached the owner, who finally gave her some information. They never communicated that they would not re-install the dishwasher -- it was clear when the person arrived with the dishwasher that he had been coached that we were expecting installation. My wife specifically told the owner that she was scheduling installation for Saturday so that I could be there when it happened.Furthermore, the dishwasher was not even completely repaired -- the control panel is not correctly attached, and there is a large dent in the front of the dishwasher. Two months earlier, when the dishwasher stopped working the first time, there was also a warranty repair that needed to be made. They uninstalled and reinstalled the dishwasher -- how can they say that installation isn't part of the service?The reason that the dishwasher was in the garage is that it stopped working and it started leaking water, which was going to ruin our floor. It needed to be removed immediately. Within two weeks of the original repair, the dishwasher had been leaking -- Alliance Appliance came out and could not find the problem. Had they found the problem the first time all of this could have been avoided.This company has repaired 3 appliances for us, and they have yet to complete a repair correctly the first time.

Business

Response:

Response:

The customers complaint is not accurate. The dishwasher was functioning fine when it left us and we have pictures of it to prove there was no damage to it. Also we made several attempts to deliver it but the customer refused. The customer would not take it back until they spoke to the owner. We advised them on several occasions that the owners are not in the office everyday and that the dishwasher was tested several times and it was working properly

Review: On Friday, 8/9/13, the company sent a technician to perform service on my Washer. At the time, the machine was working, but not in optimal capacity (it was slightly leaking).

After the technician left, machine stopped working altogether -- it does not drain and it flooded my laundry room.

When called for emergency service on Monday morning (8/12/13), Alliance appliance gave a service appointment for the same afternoon. However, Technician failed to arrive. They do not pick up my phonecalls either.Desired Settlement: I now need to call another emergency service to fix my washer. I left Alliance Appliance a phone message that I will be doing so unless they get back to me (which they did not) and they will have to reimburse me any costs that I incur in connection with fixing this washer.

Business

Response:

I think this complaint was premature. The washer was fixed the next available day. It was a loose clamp. The laundry room was not flooded. The washer is in a pan and did not leak in the room. The washer was fixed and no other complaints have been made to us.

Awesome and very efficient company to work with. fixed it the first time

Review: I placed an order for a light cover; and to have the light cover installed when the part came in. The technician states that I had to pay before anything could be scheduled. So on June 30, 2014 I made a check out to Alliance Appliance for $119.84. I gave this check to the technician who was servicing my refrigerator for another problem on that day. I called on the same day on June 30, 14 and cancelled my request for the light cover as well as service. The part was not ordered and the service was not performed. I have been calling since July 2014 to obtain a refund for my $119.84. To date this problem has not been resolved.Desired Settlement: I want to be refunded for the amount of $119.84 that was paid to Alliance Appliance on June 30, 14.

Business

Response:

From: [email protected] [mailto:[email protected]] Sent: Tuesday, December 30, 2014 11:03 AMTo: [email protected]: Website: Complaint Response

Review: Alliance Appliance was hired on 9/22 to repair a gas leak at flex line to the valve of my stove top. They came 9/25 and said they fixed the repair. They charged $208.22, which I paid in full. To be fair, $44.60 of that cost was knobs that I also ordered for the stove that I did end up receiving at a later date. The technician did not have the proper equipment to test to see if the gas leak was, in fact, gone and said that someone would come back out with the detector to make sure the leak was corrected. They made an appointment for 10/9 to return. About a week before then, I called to say I still smelled gas and asked them to come out earlier. They were unwilling or unable to do this. When the technician arrived on 10/9, he did not have the detector and was unable to ascertain if there was still a problem. I had the gas company come on 10/10 and there is, in fact, a leak that actually appears to be worse than before. I called Alliance Appliance to tell them I either wanted my money back ($150) OR I wanted them to come out and fix the problem and they refused. I have called them three times and emailed them to try and resolve this issue but they will not return my calls.Desired Settlement: I want my $150 back immediately so that I can hire someone else to fix the issue since they are unable to do so. I am currently unable to use my stove top and I have four small children to feed.

Business

Response:

I contacted the customer and explained the situation and we are refunding her the money owed

Consumer

Response:

I am rejecting this response because: