Apple Appliance Service

Will find out the status & problem with this service call and contact the customer directlyLisa P***
Apple Appliance Service
###-###-####
###-###-#### fax

Our insurance company has been notified about this damageContacted customer and left a voice mail with the insurance company information as well as a claim number

[To assist us in bringing this matter to a close, you must give us a reason why...

you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: Lee Ann from the business told me the office was a mess and she would have to find my original work order and order the parts, last month.  I wish to actually get this phone call they promised, since my last call to them went to voice mail on January 9, 2015. I have yet to receive a call from the business and get a reason for it taking over 2 months to get a part and make a repair.  I had no choice but to pay to get this washer repaired this past Friday, that was under warranty, to prevent further damage to my laminate floor in my kitchen, that would have lead to a collapse as the leak may have weakened the sub floor. The contractor I had come look at my floor stated it would cost $1500 to repair the floor. They should not be allowed to do business if they can not fulfill the work they promised to do in a timely manner. 
Regards,
[redacted]

From: <
#1155cc;">[redacted]>Date: Mon, Jun 23, 2014 at 1:54 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [email protected] is an update on my complaint, We were contacted by Apple Appliances And a Service call for June 20, 2014; Upon the arrival of the tech. We were now informed that the prior tech had once again order the wrong part (4 times now ); And had not installed the parts he had ordered correctly, so the new tech would notify his office and return with the proper part. So far this repair has taken 8 months to fix an ice dispenser.

Under the "Desired Settlement" field of Step 2 of your online complaint form, "Apology" is listed as item 5 right between "An email" and "Billing Adjustment."  I'm attaching a screen shot of your web form for your reference.  Is that not actually an option even though you offer it on the...

online complaint?

Review: On 9/22/2014 Apple Repair Services came out to our home to repair our [redacted] refridgerator. Technician pulled out fridge to repair issue and when was placed back in original spot noticed that brand new hardwood floors were severly damaged. Large scrapping marks on floor. Technician stated it was a faulty coil underneath unit that caused the damage. He took pictures of damage, wrote down on service order and stated that we would get a call from the manager on how to proceed with fixing the floor. He ordered coil part and stated he would be back in a week to repair the unit. We have heard from no one since then.

We have left numerous messages with Apple regarding the damage to the floors. No one has returned our phone calls. Very frustrated.Desired Settlement: We have had our hardwood floor company come out and look at the damage. We are waiting for an estimate. We would like for Apple to pay for the repair of our hardwood floor that the technician did on his service call. Fix that technician did to the unit fixed the problem we were having, but floor is damanged.

Business

Response:

Our insurance company has been notified about this damage. Contacted customer and left a voice mail with the insurance company information as well as a claim number.

Review: The Appliance Service came to my home this past Spring at the request of [redacted] to replace a broken icemaker. Now, 5 months later, the part still has not been installed despite my numerous calls to the office. It has been confirmed that the part was received by Apple Appliance but there has been an inordinate delay in scheduling someone to come out to install the part. The person in the office stated that they were waiting for an "arm" for the icemaker. But it has been 5 months, and it is difficult to believe that it would take this long for the "arm" to come in. The failure to return my phone calls and e-mail is unacceptable. The Company has collected an $85 diagnostic fee from me. Given the inordinate delay in completing this simple repair, I would like the diagnostic fee returned immediately.Desired Settlement: For the Company to install the icemaker that they acknowledge is already in their possession and return my $85 diagnostic fee.

Review: The ice maker in my Refrigerator stop working in November of 2013,I have had at least 6 to 7 service calls, without completion, contacting the company at least 10 times; I have been stalled and informed that I would be contacted after the phone contact, said she would consult with her management and return my calls; further calls resulted in her saying she was management and again once she checked her inventory she would call me back. This is a repeated situation that has gone on for the pass 7 Months unresolved and I would appreciate your help with this so called business.Desired Settlement: I would prefer a business that is competent

Consumer

Response:

From: <[redacted]>

Date: Mon, Jun 23, 2014 at 1:54 PM

Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: [email protected]

This is an update on my complaint, We were contacted by Apple Appliances And a Service call for June 20, 2014; Upon the arrival of the tech. We were now informed that the prior tech had once again order the wrong part (4 times now ); And had not installed the parts he had ordered correctly, so the new tech would notify his office and return with the proper part. So far this repair has taken 8 months to fix an ice dispenser.

Review: Apple Appliance Services was scheduled for service call on July 25, 2014 to fix automatic dishwasher. Technician told me the line the dishwasher was hooked up to was 200 volts and I needed an electrician. I had an electrician check the line and it was 120 volts not. Repair service was rescheduled with a more reputable company and repairs were completed without issue.Desired Settlement: I want a refund in the amount of $417 to cover the service fee, electrician service fee, and two days taken off of work.

Review: We called apple appliances middle of July 2014. We called we after week and no one could tell us where our parts were. I finally got corporate involved at [redacted]. Apple Appliance Service doesn't answer the phone time after time and when you try to leave any messages the voicemail box is full. When you finally get an answer they will tell you the part is still on order. Asked for an update and they never did that as well. Took until September for Corporate to order the parts and have them sent to us. We were lined up for Friday but the parts didn't come in so we finally got lined up from monday. We were told the technician would be out around 4:30pm. We called around 4:30pm and we were told the technician would be a little late. Finally called [redacted] and spoke to them at 6:30pm which corporate will be notified but they are closed for the night. Then received call from service that he is about 15 min away. Still coming hope this finally gets fixed. (Sept 22, 2014 not fixed yet hopefully they are on there way)Desired Settlement: Fix the microwave

Review: [redacted] contacted apple appliance to fix my washer. they have failed to respond to phone calls, or follow up with service. It has been almost 4 weeks since they were contacted and they have yet to fix the problem. they have failed to keep me informed of the status of my repair and they have failed to call me back to follow up.Desired Settlement: I am requesting they finish the job they started and compensate me for the $200 I have spent in laundry service due to their lack of professionalism.

Review: I scheduled a service call on August 22 with this company to repair an ice buildup problem in the refrigerator's freezer compartment. This is the second time I have scheduled this company to repair the same problem. The first time was in October 2012. The refrigerator is not even two years old. The technician looked at the problem and said that the freezer section could not be fixed because the blockage in the tubing will only return; then he left without leaving any written documentation with the tenant. I called [redacted]--the warranty company--and was assigned a case number [redacted] under the [redacted] Broken Product Contract. I was told that someone from [redacted] would contact me within a few days on how to proceed with getting a replacement and cancelling the warranty on the existing appliance, once they received written confirmation from Apple Appliance. I never received a call back. On August 27, I followed-up with [redacted] regarding my status. They stated that they still had not received written confirmation from Apple Appliance, but would follow-up. I never heard back from Apple or [redacted]. On September 3, I called [redacted] again and they informed me that the technician stated in his report that he did in fact repair the freezer and that it did not need replacment. This is not true because he left without fixing the freezer. In fact, he told the tenant to remove the food from the freezer which they did. And now [redacted] claims that they are unable to honor my warranty to replace the refrigerator based upon the techncian's findings. I have made several attempts to contact Apple Appliance today, but I only get their voicemail and no one will return my call.Desired Settlement: If the technician claims he repaired the refrigerator, I want written proof stating this fact. And if he repaired it, he needs to do a follow-up visit because the freezer still does not work.

Review: Poor and Disappointing Technical Service from [redacted] Service Representative, Still Unresolved Issue

1. We purchased a new [redacted] Range (Model [redacted] Serial #[redacted]) from [redacted] ([redacted], [redacted], MD [redacted]) on Feb 14, 2014. We chose the [redacted] brand because of its distinct quality and dependability of its products and services. However, after an issue with the said appliance, the [redacted] service follow-up in resolving this issue has been both disappointing and frustrating. Even today, this issue is still unresolved with no prospect of resolution.. The said appliance warranty period is still in effect till 13 Feb, 2015.

2. On June 4, 2014, the mainboard fuse tripped while using the front right cooktop. Upon re-setting the fuse, we discovered that the cooktop indicator light remained on even when all the cooktop switches are off.

3. On the same day, we called the [redacted] Customer Service (###-###-####) and were promptly informed that a [redacted] Service Representative (Apple Appliance Service, Phone ###-###-####) would take a look at the said appliance on June 11, 2014 between 8am and 12pm. However on June 11, 2014, the [redacted] Service Representative did not show up. A call was made to Apple Appliance Service and we were informed that the appointment was in error and it was supposed to be on June 12, 2014. However, we were not available on June 12, 2014 and was rescheduled to June 13, 2014.

4. On June 13, 2014, the [redacted] Service Representative did not show up and 2 emails were sent to Apple Appliance Service ([email protected]) requesting for a status update on the appointment. Both emails were not acknowledged nor replied. A call was made from Apple Appliance Service at 1.50pm and was informed of another reschedule to June 17, 2014.

5. On June 17, 2014, The [redacted] Service Representative (Joe) attended to the said appliance and informed that a part would be ordered and he would return to fix it.

6. After a month of not hearing from the [redacted] Service Representative, a series of phone calls were made but there was no progress nor updates. The following were the period and details of the calls to Apple Appliances Service

- July 15, 2014 (3.20pm) : Service Representative unreachable and voice mailbox was full.

- July 15, 2014 (3.40pm) : Called and talked to Roxanne (Apple Appliance Service) and informed that she could not locate the paperwork for the case.

- July 15, 2014 (4.30pm) : Called and talked to Roxanne. She shared that she still could not locate the paperwork and will call before she left the office. I waited by the hospital phone (my husband was admitted to the hospital then) until 6.10pm but there was no return call.

- July 15, 2014 (6.12pm) : Emailed Apple Appliance Service ([email protected]) to share the account for the day and for a clarification on the matter. Email was not acknowledged nor replied.

- August 1, 2014 (2.35pm) : Called and talked to Roxanne. Roxanne informed that the parts would arrive between August 5 and 7. Roxanne further informed that she would inform us when the parts arrive and schedule an appointment.

- August 5 to 7, 2014 : Roxanne did not call.

- August 10, 2014 (2.10pm) : Called and talked to Roxanne. Roxanne informed that parts are still not available and was not clear if the parts were actually ordered. Roxanne informed that she will check and call back immediately to ascertain the status of the parts. No call by Roxanne was made after that.

- August 12, 2014 (4.15pm) : Called Roxanne but she was unreachable. In addition, the voice mail box was full.

- August 12, 2014 (4.45pm) : Called Roxanne but she was unreachable. In addition, the voice mail box was full.

7. It is important to note that in Item 6, all the phone calls were made by us and there was no initiative nor calls on Apple Appliance Service to contact us about any updates or appointments.

8. A quick search on [redacted] for business reviews of Apple Appliance Service shocked us ([redacted]). It seems that we are among the many unhappy customers that Apple Appliances Service did not follow up with and this indicates that the company has a history of the inability to perform the services needed.

9. We are disappointed with [redacted] for choosing a poor Service Representative to represent its product and brand. Apple Appliance Service has certainly marred our perception of [redacted]'s ability for a quality service follow-up.Desired Settlement: We seek Revdex.com's assistance to :

• Approach [redacted] or Apple Appliance Service to fulfil the service needs of the appliance that is still under the warranty period

• Investigate and redress Apple Appliance Service for the poor service experience and inability to follow through.

Review: I bought a new French door refrigerator December 23, 2013. September 10, 2014 (Wednesday) it started making a god awful noise. So I called Whirlpool. They set up a claim and called Apple Appliance out of [redacted] Md. who could not come out until Monday the 15th. I live on the state line of VA, MD and Washington DC. I was told they only have 2 providers in the whole DC Metro area (amazing). The other one would not even answer their phone. The next day it stopped working all together. Ok, we already know we have to wait until Monday. So after taking time off work, Apple did not show up between the hours scheduled, so I call. I was told that the tech had to take his son to the doctor Sorry they could reschedule for Friday. So I am now 6 days without a refrigerator all my food is lost.

I call Apple that is scheduled to come out on Friday the 19th. Tell they what the diagnosis was. I was told no problem they can handle it. Well they did show up as scheduled with no part, no tools, looked at refrigerator, yep same diagnosis. They will get back to on Monday with part availability and schedule the repair. We are now on day 10.

Well Apple did not call Monday. I was finally able to reach them Tuesday this is now the 23rd and was told she did not even order parts til Tuesday or Wednesday. She will call us to let us know when it will be her. Surprise! No call. I called Whirlpool and they told them expedite the part and it would be here by the 26th. No it was not and surprise Apple again did not call.

Called them Monday the 29th. Was told the part would be here Wednesday they would call Thursday and schedule. No call. Called Apple Friday, yep they got lots of parts in, don’t know if our is in there. They will call back maybe today. No call, Could not reach them.

Today is Monday October 6th.. Finally reached Apple. Yep part is in. Will call to schedule. No call. Tuesday the 7th I called them again was told if I waited until Thursday they would guarantee to be out between 1-4. Well it is now 6pm on Thursday and despite reassurances twice today they are a no show. Oh and I toke off work to be here.Desired Settlement: a working frig!

Review: New [redacted] appliance needed servicing. Apple Appliance is contractor to service [redacted] appliances. Apple Appliance has NEVER honored appointments to repair the [redacted] product. After NUMEROUS attempts to get service, Apple Appliance has not responded to calls or attempted to resolve repair issue. [redacted] has a LIMITED 1 year warranty on this refrigerator. If repairs are to be made, they have contracted Apple Appliance to provide repair service. Apple Appliance is contractually obligated to honor repair requests.Desired Settlement: Honor appointments scheduled and repair appliance

Review: I purchased my refrigerator in April 2012 and I have had trouble with it ever since. In April 2013 the

fridge broke and Apple Appliance hasn't fixed it yet.

I originally purchased the refrigerator in April 2012. In June 2012 I had to call in a help ticket because the fridge broke. Apple Appliance came out to fix the problem because they own the contract for my warranty. Recently in April 2013 the refrigerator stopped working again. I was still under the manufactures warranty so I placed a repair ticket to get the problem resolved. Apple came out diagnosed the problem and determined a part needed to be replaced. Almost two weeks later he came out with the replacement part and he found that his company had ordered the wrong replacement hardware. He apologized and said he would return with the correct part and that was almost two weeks ago. I have made multiple calls to follow up and get a status update and I have not had any luck. Either the receptionist promises to call me back or the repair shop does not answer during business hours. My family has been without a refrigerator since April. I still have no clarity on when this will be resolved.

Very frustrating. Please help!Desired Settlement: My desired outcome is for Apple Appliance to finish the job they are contracted to do.