American Home Appliance Service

I spoke to technician He said he explained to customer that the unit was operating normalThe noise he hears is the sound of the pump pumping air after the washer is emptyThis a soundThe machine is operating normally and completing all cyclesThere is no reason to disassemble the
machine If there was anything in the pump it would not operate properly and leave water behind. Unless the machine does not functioning properly there is no reason to return

Review: I called Kitchenaid on 6/23/14 bc my refrigerator was leaking & it is under warranty. They sent a technician from this company to repair it. He came on Wednesday 6/25/14, I was told his name is [redacted] but he didn't leave any paperwork, or a business card so I'm not sure. He told my mom that he needed a part & would have to order it & come back. In the meantime, he damaged the cabinet wall on the side of the refrigerator trying to take it out & the top part of the cabinet is now coming apart. I called him the next day to ask about the part & why no paperwork was left & to find out what happened to the cabinet. He said the cabinet was not his fault because whoever installed my floor did it incorrectly. But he said he wasn't going to argue with me that he was going to call his insurance company & tell them to get in contact with me so I said fine. Then I asked when he thought he was going to have the part, he said a couple of days but that when he comes back he's not moving the refrigerator, he said we have to move it. I called the co. today, 6/30/14 & was told that the part was not in yet, possibly tomorrow, but that the technician is on vacation this week & he wouldn't be able to do until next week anyway. I asked if they could get someone else to come out to install it & they said no, he was the only technician in my area able to do it. I called the manufacture again & explained the entire situation. The customer service rep contacted the co. after being hung up on twice, finally was able to speak with someone who told her there was no part number on my order sheet, just the words "replace valve". She asked the woman to contact the technician immediately to resolve this issue & she sent him a text message to which he responded "He would not be back to my home until I got the situation with my cabinets resolved. He also said he didn't cause the damage bc he never touched the unit". The rep asked how he knew what needed to be fixed if he never touched it. He needs to pay for the damages.Desired Settlement: They need to be held responsible for the damages done to my cabinets. A new company has already been called out to complete the job this company was not able to do. He knew he was going on vacation this week and didn't say anything last week when asked about when he was going to come back.

Business

Response:

We spoke to the customer this morning and advised her that the claim was sent to the insurance company and she should here from them in the next few days. We apologize for any inconvenience and will to resolve the issue as soon as possible.

Review: I recently purchased a new refrigerator and after installation I noticed a leak coming from the internal water dispenser. I contacted the manufacturer (Kitchen Aid) and they sent someone from American Home Appliance Service (AHAS) out to repair the issue. [redacted] the technician from AHAS was at my home on 5/15/14 to repair the issue. Upon the initial inspection [redacted] seemed befuddled as to what he should do. He fiddled with his lap top and told me that he would need to order a part to properly fix the issue. He then paused for second and said that he may be able to fix it without the part and proceeded to remove the water filter, flush the system, replace the water filter and flush the system again. This did not work and the dispenser continued to leak.

He told me that his company would call me when the part was in and schedule a time for him to cone back and repair the issue. I did receive a call and [redacted] did come back on 5/21/14. However, it wasn't with the part that he initially told me was causing the issue. [redacted] assured me this new fix would work. He spent 15min replacing a small rubber valve, removing the filter, flushing the system and then replacing the filter. He used the water dispenser a few times, cleaned up the spilled water and told me it should be fine but if it wasn't to contact him via text or to call the office and he would come back out to try and fix it again. He then left with a cash tip.

The dispenser continues to leak -leaving little puddles of water inside my refrigerator and dripping into my freezer. Leaving me to clean up several times daily. I've contacted AHAS and [redacted] several times -they are ignoring my calls, emails and texts. This has been ongoing for 3 weeks now. Customer service is terrible. [redacted] the technician is ill equipment, not knowledgeable and a liar.Desired Settlement: For AHAS to contact me, send out another technician and for the repair to finally be completed.

Business

Response:

We do apologize for any inconvenience for the service. As I can see the tech tried to fix the unit but was unsuccessful. From what I can sermonize we tried to go back on 06/17/14 for a return visit but the tech could not get in contact with the customer and instead of rescheduling the call it got cancelled.

I called the customer this morning and left a message for him to call back and we will send another tech to resolve the problem. Again we do apologize for his inconvenience and we will do all we can to resolve the issue for him.

Consumer

Response:

I am rejecting this response because:

I've tried to contact the business to resolve the issue multiple times. Cannot get through via landline phone call, no response to voicemails either. I was asked by an employee of the business (via email) to call +1 [redacted] No one picks up, phone system malfunctioning, no response to voicemails, and now -no response to emails either. The issue is unresolved and no one seems to care enough to return a call or email.

Business

Response:

We have tried to get in touch with the customer and cannot get a response. We have called at least 6 times and sent 3 emails. I have copy's of

the emails if needed. Please close this file as we have tried to resolve but get no response from the customer.

Thank You

Review: I have an extended service contract for my jenn aire gas oven. They were contacted to repair the oven. They came out three times to repair and it it still doesn't work. wThis problem started in March 2014 and the last time they were at my home was April 24. They said they placed an order for the part and I have not heard from them. They do not return phone calls. Please help. We have been without an oven since March.Desired Settlement: I just want the oven repaired.

Business

Response:

The part was ordered and unfortunately was on back order for quite a long time. We did finally receive the part and it took a while to arrange service for the customer.

The repair was completed on 8/5/14. We do apologize for the long time to complete but once we got the part we did try to schedule the job as soon as we could. Thank You

Consumer

Response:

I am rejecting this response because:

Yes the service company did call on July 24, 2014with regard to receiving the part and setting up an appt. However, his service call to my house regarding this part was initially on April 23, 2014. I called them 5 times after that to get an update and left messages. They never responded to my calls. I even left a message with the service they use. When they finally called he told me, after the Revdex.com COMPLAINT was posted, he said he thought I had a new oven and didn't need the part That was an unacceptable answer. However He did repair the oven finally on Aug 5. As far as I am concerned it is poor service. I dont want to be contacted again.

Review: I have a brand new washer from [redacted] under warranty. [redacted] set-up the service call.

The service man came in, did not even open the washing machine to look at the pump that is making a horrendous noise and said that it is normal for a washer pump to make that kind of a noise. I specifically requested that he opened up the machine and looks that nothing is wrong with this pump on a brand new machine because a number of consumers are reporting similar issues online - the service man he has no time to do anything.Desired Settlement: I want the service man to come out, get his tools out, open up the machine and take a look at the pump to make sure nothing is stuck in there.

Business

Response:

I spoke to technician He said he explained to customer that the unit was operating normal. The noise he hears is the sound of the pump pumping air after the washer is empty. This a normal sound. The machine is operating normally and completing all cycles. There is no reason to disassemble the machine. If there was anything in the pump it would not operate properly and leave water behind. Unless the machine does not functioning properly there is no reason to return.

Review: Appliance Technician diagnosed problem with gas range, recommended a new burner head, and demonstrated how I could install it myself. Part was ordered 8/4/15 and delivered 8/6/15. After installation, original problem still existed. Called company to inform them and was told because the part had been opened and installed it could not be returned. I was never informed of the policy at the time of the order. No return policy printed on the invoice. A manager was supposed to contact me regarding the dispute, however, to this date have not heard anything. Filed a dispute with my credit card company for the amount of the part, $36.02.Desired Settlement: Refund for defective part.

Business

Response:

The technician was at the home and saw the problem that the ceramic electrode was cracked causing the spark not to go to the end were it ignites the gas. The customer watched him take the burner off and said she and her son could replace it and save the labor cost. We dropped the part at her home the next day. The burner was definitely bad it was physical broken. I don't know how it was installed. If the part is defective we will replace it with a new one. The part has a one year warranty. If the customer wants a new part let me know and we will provide a new one. Thank you

Consumer

Response:

Review: [redacted]

I am rejecting this response because: My original request was to return the part for a refund. Under the circumstances, I do not wish to work with American Home Service going forward. I would like a credit issued to my charge account and if the company provides a prepaid mailer I will return the part or if they prefer they can pick it up at my home. I would suggest the company state on their invoice their return/refund policy and review their customer service procedures. I've spent an inordinate amount of time on this matter and really want to bring it to a close as soon as possible.

Regards,

Business

Response:

We can not be responsible for the parts that consumers try to install themselves. As we stated we will replace the part if it the new part is defective. Because the part was physical broken and shown to the customer, it was needed as was advised by technician. The range needs the part whether we fix the unit or not. Again we do not take back parts that were installed. We do give a one year warranty on parts that are defective.Thank you

I don't even know where to start. What a horrible company. The woman who answers the phone is so nasty. My fridge, that they supposedly fixed, is still broken. Every time I call, they hang up on me. What a disgusting group of people. I have never had such a bad experience. I'm trying to get info about my fridge from them and they hang up on me!