Appliance & Refrigeration Hospital Inc

We are unclear about why this complaint was made since we actually have made a visit and determined items needed to resolve.  We have also spoken with the [redacted] on 3 occasions with also leaving one message.  There is a return visit with the parts to resolve on 11/16, which...

they made with our online process when all should be completed.  We trust this is satisfactory?  Steve

We have reported all issues to American Home Shield which is the extended warranty company responsible to address service issues with Ms. [redacted].  We agreed to refund $75 even though that covered work for a wall oven.  We will not accept responsibility for part failures resulting in product functionality or being available to allow access for a service visit.  We understand that delays in repairs occurred because of incorrect parts being supplied by GE through their authorized part supplier and have documented with pictures the concern.  During one visit and on disassembly, we found and noted that the left side slider rail for the freezer was already broken and all ball bearings came out during removal...our technician did not break it.  We also show replacing the slide rail to resolve the issue on 4/7/16.  Since Ms. [redacted] does not wish for us to return, her warranty company will take care of any service issues; she just needs to contact them.  Our last visit was on 4/7/16 and we were advised that a new issue arose with her water dispenser on 6/3/16, but Ms. [redacted] did not wish for us to serve her.  I am unable to address light bulb issues since they are items that wear out and must be replaced periodically.   It would seem that we have made a refund to satisfy this complaint where it involved another product repair and almost 2 months went by before another issue came to light.   Calling their warranty company should result in taking care of the current service issue and unclear why this has not yet been done to restore proper function of their refrigerator.  Steve

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. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because: their accusations of us saying we "blame" them is incorrect. They did not fix the task at hand there for there should have been a refunded which they did not want to do at first Sincerely,[redacted]

We have spoken and left messages with Mr. [redacted] and attempted to advise him on how to resolve his open invoice.  The previous work performed in May was under his extended warranty and was no charge to him.  Our guarantee only applies to parts paid for by the consumer.  Our contract...

with his extended warranty company comes with a 30 day guarantee.  Mr. [redacted]'s extended warranty expired on May 15, 2016 and we do not believe he renewed this contract, but asked him to contact them to validate, and if renewed have them provide us with payment.   At this time our invoice is valid and payment is expected...we will however make an offer for customer satisfaction to remove the cost of the part and he would be responsible for the labor, trip and diagnosis of $214.00.  Thank you, [redacted]

Mr. [redacted] called or company on 6/13/16 stating he needed a new unit.  After finally receiving the proper product information Mr. [redacted] was advised that the manufacturing date stated the products were made in 2008 and was provided an estimate.  On 6/30/16 Mr. [redacted] called and...

approved the estimate and we promptly ordered the product.  Products were received and Mr. [redacted] specifically requested one of our technicians that arrived on 7/21/16 and replaced the product.  Mr. [redacted] stated the products were purchased and in-use on 5/1/2013 and we submitted a warranty claim to Insinkerator.  Insinkerator rejected the claim and we billed Mr. [redacted] since he had approved the estimate.   The original bill stated that the manufacturer rejected the claim since we were provided the incorrect date of purchase by Mr. [redacted].  Mr. [redacted] contacted us on 9/8/16 stating he moved in the home the summer of 2013 and he was advised to provide Insinkerator with move-in or home occupancy documents to validate the warranty start date.  Mr. [redacted] was subsequently sent billing invoices 3 times and a phone call to settle the outstanding balance before going to collections on 3/3/17.  Mr. [redacted] called us 2 additional times and was advised each time that proper documentation needs to be provided to the manufacturer, Insinkerator to have warranty work approved.  Currently owed is $452.82.  I have submitted this complaint to Insinkerator to see if they will reevaluate the issue for Mr. [redacted] to settle the amount owed us.  [redacted]

Complaint: [redacted]I am rejecting this response because:
I wish to thank Revdex.com for their assistance on this matter.  Unfortunately, I believe Appliance Hospital and I are at loggerheads. 
 
I argue that Appliance Hospital should honor their 1-year parts and labor guarantee for the work they performed in April 2016.  Appliance Hospital argues that they only offer a 1-month parts and labor guarantee for work performed under an extended warranty plan.  (Appliance Hospital does not seem to concede that the work performed in April 2016 is identical to that was performed in September 2016.  The damper-control was replaced in each case).
 
I am contacting KitchenAid warranty services who acted as my agent in arranging for the April 2016 repair.  Specifically, I want to know from them:
1.      As Appliance Hospital normally offers a 1-year parts and labor guarantee, did KitchenAid agree that any work performed by Appliance Hospital under a KitchenAid extended warranty would only carry a 1-month parts and labor guarantee?
2.      If KitchenAid agrees with Appliance Hospital’s position of only extending a 1-month parts and labor guarantee, I want to know how I should have known that the warranty work only had a 1-month guarantee?
3.      Finally, the Appliance Hospital statement I received after the April 2016 repair explicated stated that parts and labor were guaranteed for 1-year.  How would/should I have known that this explicitly stated 1-year guarantee does not supersede any previously agreement on the duration of a guarantee?
 
If through my oversight, I missed the 1-month guarantee limitation, I will gladly pay the invoice.  If this issue was not due to my oversight, I would expect KitchenAid to negotiate this issue to conclusion with Appliance Hospital. 
 
As far as the repairs completed by Appliance Hospital, the technician (Doug 17) was very prompt and efficient.  As a matter of fact, when he returned for the September 16 repair, he had the needed part in hand as he came into the house.  He again quickly replaced the defective damper-control.  However, I am very disappointed with the customer service offered by Appliance Hospital.  Immediately after I was notified that there would be a charge for the return repair, I called Appliance Hospital and asked to speak to a supervisor.  After a couple of days I again called Appliance Hospital and asked to speak to a supervisor.  As of today, I have yet to receive a call from a supervisor.  I wonder if this level of customer support meets KitchenAid’s expectations.   
---Just for clarification-----
On Sept 16, I called Appliance Hospital with the understanding they would honor their guarantee.  I was asked to call KitchenAid warranty services to see if they would agree to having the refrigerator repaired.  I thought this request was a rather strange request as I would not have thought KitchenAid would object if Appliance & Refrigeration honored their guarantee.  However, since I have been fortunate and not had to have any appliances repaired, I just assumed this was just a standard practice because a genuine KitchenAid part was used in the initial replacement.
 
I made the call to the KitchenAid warranty services and spoke to a lady who also was perplexed as to why Appliance Hospital would need to hear from KitchenAid, but she told me she would call Appliance Hospital and tell them that they should honor their guarantee.  (I thought this matter was closed)
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
1. Yes, I am out the $75 call fee so I will gladly accept the $75 back from Appliance Hospital as I have to pay the new company a $75 call fee. But:
2. The technician broke TWO refrigerator lights, one in the freezer, one in the refrigerator. I would like those either replaced by the company and shipped to me, OR refund the approximate cost of $20 for the two.
3. Over the past 7 months I have lost at least $200 worth of food. I have a crisper tray with frozen avocados, lettuce, and other produce. The cheese is frozen in the deli drawer. There is also food frozen in the main refrigerator (non usable) as the temperature fluctuates between 28 to 45 degrees F. I would like to be compensated for lost food.
4. In addition the tech dented the center support by hammering it to break something loose (I don't know what), so it looks like [redacted].
5. None of the above even BEGINS to compensate for the 4-6 hours I had to be here with the tech during each visit, for each of the five service calls, nor the time it took to load and unload the refrigerator and freezer each time.
6. And the refrigerator STILL isn't repaired!
If the above isn't resolved, I am happy to address this in Small Claims Court.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:  The invoice from the April work clearly stated that the parts and labor were warranted for one year.  (No caveats)  It was only after the September identical repair was completed and the no charge invoice was received---that the Appliance Hospital decided that there would be a charge and subsequently notified me of the charge.  When the email with the charge was submitted to me---a person by the name of Andrew left me a message to that effect.  On hearing the message, I immediately returned the call and spoke with "Tony".  The crux of the conversation with Tony and my follow up call to Francinie are covered in my original complaint.  
The invoice clearly stated that parts and labor were guaranteed for one year.  I asked The Appliance Hospital to return with that thought in mind.  I also told them that the symptoms being experienced in September 2016 were identical to that in April 2016.  I had no knowledge that I would be billed for this work until after the work was completed and a no charge invoice was received.  I believe that Appliance Hospital should just honor their warranty as stated on their invoices. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: 
As stated previously, the technician ran the washer to test the machine's malfunction.  In the process of testing and diagnosing the issue, the washer was operated.  During this span of time, the technician had ample opportunity to view the slow but steady leak.  The connections, in fact, were given a "thumbs up" at the end.  Ordinary and prudent care would have detected the leak.  (This is also not a first time for this scenario for company.)Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because Appliance Hospital's inaccurately depicts the actual events. Each time the technician came out with an incorrect part he said that I would be called by their office to set up a new appointment. This never happened. I would wait two to three weeks, then call, then the receptionist would say, 'the part is being checked right now' call back in two weeks to set up an appointment. (I've never heard of such a thing--either it's the right part ordered or it isn't. There IS a part number for every appliance which is why I don't understand why they couldn't get the correct part). The water dispenser didn't work when the tech first showed up, then it worked, then it didn't work on another visit, then again it worked (I'd replaced the filters twice, though that wasn't the problem). On his last visit he said it was working, which it was, but that only lasted two days. The light bulbs were new, we had just replaced them. He broke them reaching into the refrigerator and freezer. The drawer was not broken prior to the tech's visit, he fell against it and apologized. He is a nice man. We have no issue with him other than he didn't or couldn't repair our fridge.
I emailed American Home Shield for advice as to what to do as I didn't want to talk to Appliance Hospital after the FIFTH visit after six months. I never heard back from AHS (which I realize is not Appliance Hospital's problem). Finally I called them and set up an appointment with GE Appliances but had to cancel when they got Appliance Hospital involved. GE Appliances are coming to repair the refrigerator on Friday, July 8th.
The day after I responded with a 'do not accept' to this Revdex.com complaint, I received a check for $75.00 from Appliance Hospital. I have not cashed that check because that would indicate acceptance of their terms, and does not acknowledge or address all the problems I've had with this company. I am in the process of returning the check with all the documentation herein, and will be filing a Small Claims Suit in Multnomah County, OR.Sincerely,[redacted]

It is very disappointing to have a request for a supervisor to call earlier today and not have a chance to respond prior to receiving this complaint in less than a few hours.  We did in fact attempt to pre-order a touch console for the visit and the part supplier sent us the control.  We...

found a communication error between the touch control and the main control.  We do not charge an additional trip charge when a return visit is necessary.  We also do not want unhappy customers and will refund the trip and diagnosis charge via the credit card reference number.  I also want to make sure it is understood that since this will now be resolved a return phone call will not be made.  [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. Sincerely, [redacted]

We were dispatched to service the [redacted]'s washer for an out of balance condition and the seal leaking on a new hose.  Our technician arrives on 5/3/16 to diagnose a motor failure and tightened the cold water hose connection where the [redacted]'s indicated a leak.  The customer had...

purchased and installed new hoses.  We return the next day as customer stating that the hose is still leaking and we find no leak from the cold water hose as indicated and had to wonder if the leak is from the water valve or connection.   The [redacted]'s contacted a plumber which we spoke with as he indicated that he found a small leak at the hot water hose connection.  The plumber indicated that he observed a single drip every two or three minutes.  I have added a picture clearly indicating that the customer had a paper towel under the cold water hose.  We did not install the hoses and performed exactly what the customer insisted and feel no responsibility for a preexisting leak.  Steve

The customer did a wonderful job describing the failure to Whirlpool who relayed the information to use accurately.  The part was not available from Whirlpool and we elected to keep the appointment in the event we could have made an adjustment and a part would not be needed.  The part was...

needed and we made a request directly to Whirlpool to provide the part since there were none available within their distribution network or their own warehouse.  When this occurs we have no information of an estimated time of arrival to provide the consumer.  Our order was an automatic rush request directly to Whirlpool, but they had no stock with a factory back order status.  We did make several attempts to explain this to Ms. [redacted].  Our service manager did call Ms. [redacted]’s cell phone and left a voicemail message at her request.  The part finally arrived on 2/2/16 and we replaced it the very next day which was 2/3/16.  We had no options to improve the speed of repair without part availability. We encouraged Ms. [redacted] to contact Whirlpool during this process.  Unfortunately this complaint should have been directed to the manufacturer.  We trust Ms. [redacted]'s product is working satisfactorily since our repair.  Steve

We take these issues very seriously and always take responsibility when we cause issues.  In this case we were advised that our technician caused a 4" scratch in the floor on a visit on 7/8/15.  However, we noted a scratch prior to work being performed on a visit on 6/3/15.  The...

scratch also does not match any work we would have performed and does not align with the leveling leg and we only moved the product approximately 2" during the course of our service. Because we do not believe we caused this issue our service manager advised the customer to contact their home owners insurance and if they investigate and find us liable even after reviewing our documentation, we would deal with the claim.  We do not feel that we can serve the [redacted] with this pending issue...if we are not responsible we would gladly continue to service the [redacted] and resolve their repair need.  Their refrigerator has had some service challenges.  The [redacted] are welcome to contact me directly if we can move past the flooring issue and I would be happy to solve the current repair need.  Steve - ext. [redacted]

Complaint: [redacted]
I am rejecting this response because: this is not true, I was never told about being billed, I'm a contractor myself and would've never ever pay someone to do the work that my company is doing. 2. When I first called about the bill I was told the conversations are voice recorded and I will receive a voice record that I was told about the price. That never happen because I was never ever told about a charge till few months after the service date. When spoke with Scott to complain about the invoice he send me the information to call In-Sink and the serial number he sent me was wrong because I have a picture of the first email I sent them to file the claim and it had a different number then what he sent me. In conclusion, they filed a wrong serial number and want me to do their work to correct that with In-sink.here is Scotts email; Scott D[redacted] <[redacted]@appliancehospital.com> Feb 13 at 2:40 PM To[redacted]@yahoo.com Hide PhotosAH logo[1].png Download AllMessage body [redacted],Here is the serial # of the Original Faucet   [redacted]Here is the Serial# of the Original Hot Water Dispenser   [redacted]Insinkerator's number 800-558-5700.Our Invoice # is [redacted]Hopefully this will be of assistance in your correspondance with Insinkerator.Thanks,
Sincerely,
[redacted]

It is very unfortunate that the [redacted] are blaming product quality issues on the servicer attempting to assist with resolution.  We however had a conversation with the [redacted] on 8/19 and complied with providing a refund.  That should have been received immediately.  Steve