Appliance Doctor, Incorporated

November 5, Dear [redacted] ***, I am writing in response to customer complaint ID # [redacted] The customer had called our company to schedule an appointment for a technician to diagnose the problem he was experiencing with his gas rangeIt was explained that our service call fee for a [redacted] gas range is $plus taxThat fee is then waived when a repair is made and we make it clear to our customers that if they have a coupon it will be applied to the repair costs onlyThis particular customer declined the repair; therefore the customer was ineligible to use the coupon.The complaint stated that our technician had "no replacement parts", Our technicians have trucks that are stocked with the most commonly used parts, it is impossible for them to carry every part for every type of appliance, We service nearly 10,appliances annually and the [redacted] brand represents less than 1% of the service calls we go out on, it is not a "mainsteam" brand as mentioned in the complaint letterThe technician did the research needed and promptly got back to the customer with the estimateThe estimate given is for the repair, we do not sell parts, we sell repair servicesWe provided a range in price because there was a possibility two technicians may have been needed to complete the repair and we did not want to surprise the customer if that were the caseAs we explained to the customer this range was not based upon the amount of time it would take to complete the repair We were hired by this customer to diagnose a broken range and provide an estimate for the repairAlthough we are disappointed the customer is not happy, we did fulfill our obligation as well as provide same day service and a prompt response with the repair estimate, Based upon our business model, we offer competitive prices on the premium services and high quality we provideThank you, Patricia WService Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:1) I was not rude or vulgar as indicated in the business response It was the business owner who was trying to blow smoke instead of explaining his pricing, who changed his story as each fact was revealed undermining the each explanation already given2) I did not MIS-quote their ad in the yellow pages or the responses to my questions when I enquired It is the Appliance Doctor that is fabricating facts to make their arguments 3) No fees or taxes were discussed when the price for a truck to visit was discussed, like plus tax and fuel surcharge It was straight up I will cost you for our truck to come out It was definitively indicated that the truck would have the parts to fix my issueThis was clearly a case of bait and switch 4) My expectations are not higher than they should be I expect a business to be honest and to honor their commitments The most important one of those here was that the truck would have the parts to fix my issue and the price charged would be competitive to others providing a similar service Unfortunately, the Appliance Doctor's service truck was not equipped to solve my very simple problem and everyone I talked to in the organization treated price as an untouchable issue and provided slogans and mis-information rather than visibility into the components of the pricing The constant double speak by the owner wherein he clearly indicated that pricing was not competitive but based on cost of switching after they had their service fee, capped a very frustrating experience Regards, [redacted]

From: Tricia W [redacted] arial, sans-serif;">< [redacted] >Date: Tue, Aug 25, at 9:AMSubject: Complaint ID # [redacted] To: [redacted] < [redacted] > [redacted] , Regarding Complaint ID # [redacted] : We are a small family owned company and we employ technicians who work for us full time We do not subcontract any of our technicians The technician who visited your home diagnosed a problem with the main control and a potential issue with the inverter board On occasion there are two parts that fail at the same time so our technicians make it clear that it may be one part or both parts that need replaced When we special order parts we do require a 50% deposit and the $would have gone toward the deposit for the parts We do apologize for the amount of time it took in getting the proper information from Viking and in our response to you The deposit, including the service fee would have gone towards the repair if we had been allowed the opportunity to send our technician back out Our company did say we would come out to do the repair, and that, if our diagnosis was incorrect we would refund your money less one half of the initial service fee If you would like to send us the invoice from the second company who came out, we would be happy to refund the diagnostic portion of the service fee Tricia W [redacted] Service Advisor Appliance Doctor, Inc"Prescriptions for Your Sick Appliance" www.SickAppliance.com P###-###-#### F#-###-#### Find us on [redacted] : [redacted] [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:That is not what happened the day the technician was called to my home regarding the oven door I fully explained exactly what occurred in my original complaint The person who responded could not possibly know what occurred as she was not at my home that day She is basically relying on whatever the technicians, if that is what you want to call him, accounts as to what took placeSo she is calling me a liarThe technician robbed me for $that day I fixed the door myself in minutes If that is their way of doing business instead of doing the right thing by returning my money then let it go on the record that it's bad business and I will make it my business to let people in my area know not to use their business because they too will be lied to and swindled into costs that are not needed All they needed to do was do the right thing and return my money which I paid in cash Regards, [redacted]

November 14, Dear [redacted] ***, We are very sorry that this particular customer has had an experience with our company that is less than satisfactoryWe believe his expectations are unrealisticWe feel mischaracterized, misquoted, and simply targeted because our repair price was higher than he expectedHe was extremely condescending and vulgar during the telephone conversation that took place with our owner Our trucks are indeed fully stocked with genuine factory partsThe truth is, our trucks are only so big and can only carry so many partsWe inventory the most commonly used parts on our trucksIt is not realistic, nor is it possible for our trucks to carry every single part for every single applianceEach of our trucks is stocked with approximately $7,000-$10,worth of inventoryWe inventory parts that we are confident will rotate out of our stock on a regular basisWe use 12-month usage reports from our vendors to build the most relevant truck stock inventoryThe part required to repair this customer’s appliance is not one of those parts Additionally, we are required by the Pennsylvania Department of Revenue to collect sales tax for our servicesAny questions regarding this requirement should be directed to that agency With regard to our fuel surcharge, it is true that every company must incorporate all costs of doing business into the fees they charge their customersThe cost of fuel has become a significant line item expense over the past yearsOur company itemizes our nominal fuel surcharge rather than burying it into other feesWe will refund this outrageous charge to this customer With regard to our discount coupons, although this customer did not elect to repair, therefore rendering his coupon invalid, we will in fact honor his discount coupon against the service charge fee which was collectedAs soon as we receive notification that his check has cleared our bank, a refund in the form of a company check can be expected Thank you for allowing us the opportunity to respond to this inquiry Patricia W [redacted] Appliance Doctor Service Manager

Last week my dryer stopped heatingI have seen the Appliance Doctor trucks in my neighborhood at several of my neighbors homes over the yearsI asked my friend doors down if she ever used themShe told me she did a few times and that they were quite goodI called them for my K [redacted] dryerThey sent out Joey the same dayHe found the dryer had a bad heaterThe best thing was that he had the part right on the truck and so he fixed it on the spotPretty eventless as he repaired it within minutes and I was drying clothes againPrice was fair (service was good and super convenient to have the parts with him)Cleaned up after himself and answered all of my questionsI will keep their numberThey were really good

From: Tricia W [redacted] arial, sans-serif;">< [redacted] >Date: Tue, Jan 13, at 4:PMSubject: Complaint ID # [redacted] To: [redacted] @myRevdex.com.org [redacted] , Regarding complaint ID # [redacted] : We agree with the customer that he should receive a refund in the amount of $ We were unaware of this complaint and would like the opportunity to rectify the situationThank you, Tricia W [redacted] Service Advisor Appliance Doctor, Inc"Prescriptions for Your Sick Appliance" [redacted] P###-###-#### F#-###-#### Find us on [redacted] : [redacted] .com/ApplianceDoctorInc

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: 1) The person on the phone dealing with my request for service specifically stated that the repair truck had the parts to repair, because I asked Moreover, because of their policy that the would be credited to a repair if I so chose, she was specifically asked if their repair service was priced competitively with other such repair providers in the area, to which she responded that Appliance doctor was "very price competitive" with other repair services, so it made no sense to look further2) The story changed almost as soon as the repair truck arrived The repair man said he had no parts on his truck, he would get back to me with a repair estimate the next day and he apologized because "he didn't set the prices" which I found strangeThe next day, he provided me with a price that was outrageously high by any parameter , workload, parts cost, etc and the pricing was ranged for difficulty and he told me specifically that that was to pay him if it took longer than anticipated to do the job.......when I asked to get details on the price breakdown based on time budgeted to repair, he referred me to the owner The owner gave me the run around but said, "they do not price competitively", rather they have a fixed price and that was that They did that because they accepted the risk that some repairs may take longer When confronted with the fact that I was given a range based on difficulty of repair, he immediately began to backtrack and I got a new story that it was because my [redacted] was a premium range, he had a scarcity of people who could repair, etcMore obfuscationwhen I told him that it was only the replacement of a single switch and the part was less than $100, therefore he was assuming a huge amount of time to repair which was not competitive and moreover because they provided a range which compensated them for any risk of complexity in a job with none...he not only did not accept any risk but was trying to get upside He first tried to defend on the range on the basis of his guy being tied up, but then switched to a defense that complexity will be determined if he has to send another technician out to help replace a single switch on a very popular range brandI told him that he continued to change his story when none of them made sense, he refused to provide me with a breakdown of their pricing, and told me that I would never get a repair for less than $200......which didn't make sense since his bottom offer was 2X thatand approximately 35% of the cost of the range...unless the pricing model is to price their services at the cost of the alternative plus the cost of having Appliance doctor come out to do a "diagnostic", as they call it after they have told you they are going to be able to repair plus the coupon in the yellow pagesThe Appliance Doctor experience was a complete bait and switch with each person providing assurances that did not bear out in the actual experience and the owner throwing whatever excuse came into his head in the moment to see if it sticks and he can either pocket my fee and do essentially nothing or get me to to accept his overpriced service out of desperationThey provide no pricing visibility and rely on consumer ignorance to not deliver what they promised (the initial visit) and to price at a significant premium to other appliance repair servicesFinally, the price for the repair person to come out was supposed to be $139.50.....but what wasn't disclosed to me the consumer by the person accepting the phone calls was that this price would be subject to tax and an outrageous fuel surchargetheir ad in the Yellow Pages specifically says with no asterisks or contingencies, "our trucks are fully stocked with genuine factory parts", "service today"...and has a super guarantee logoagain complete bait and switch, a very expensive nothing Regards, [redacted]

From: Tricia W***< [redacted] >Date: Mon, Jul 27, at 9:AMSubject: RE: RATINGTo: [redacted] < [redacted] > [redacted] , Regarding the [redacted] complaint, our technician went to that customers home and provided a diagnosis & an estimate for the replacement of the ice maker The customer refused to pay our technician after we had provided the service for which we were hired As of now we have not received any type of payment from this customer, they are complaining about a service for which they did not pay forTricia W [redacted] Service Advisor Appliance Doctor, Inc"Prescriptions for Your Sick Appliance" www.SickAppliance.com P###-###-#### F#-###-####

I brought my kitchenaid mixer in to replace one plastic gear$later it comes back, gear replaced, but rickety and more loose than before they got itThey replaced grease that didn't need replacing and would not itemize the billThey took days to complete repairs

From: Tricia W [redacted] < [redacted] >Date: Tue, Aug 25, 2015 at 11:51 AMSubject: Complaint ID # [redacted] To: [redacted] < [redacted] > [redacted] , Regarding Complaint ID # [redacted] : We sent our technician out to diagnose a dishwasher and based upon the symptoms and history provided by the customer he decided it needed a new control board or touchpad or possibly both. The cost of the new board replacement would have been $325 and the replacement of the touchpad would have been $425. If both repairs were needed the estimate for the repair was discounted to $700 and the service fee of $95.35 would have been applied toward the repair. Unfortunately there was an immediate stop payment on the check before the customer reached out to us to explain the issue. If indeed our technician had misdiagnosed the unit we would have issued a refund, but it became impossible for us to rectify the situation once the stop payment was put on the check. Thank you. Tricia W [redacted] Service Advisor Appliance Doctor, Inc. "Prescriptions for Your Sick Appliance" www.SickAppliance.com P. ###-###-#### F. ###-###-#### Find us on [redacted] : [redacted] . [redacted]

Against our better judgement we recently contacted Appliance Doctor to fix our refrigeratorWe have used Appliance Dr several times in the past with mixed resultsThe one thing they have going for them is that they are quick to respond and since we had a fridge full of spoiling food, we took our chancesThe technician that came to our house pulled the fridge out from the wall and damaged our floorI would expect that protecting hardwood flooring from heavy appliances would be procedureI keep a piece of board around for this type of situation and I carried this 4’ x 4’ board up the stairs right in front of the technician and leaned it against the counter right next to the fridgeBefore I could put it down to protect the floor he pulled the fridge halfway out before I could stop himIt left gouges on both sides which damaged boardsI recognize these things happen but, I expected them to address the issueThe technician said he would have to call the office to determine a solutionHe then quickly came back with an offer to waive the service feeI agreed to that as a good start until I could determine how much the damage would cost to get fixedLater, after talking to my wife who made the appointment, we discovered that the service fee is waived whenever you agree to the repair work I guess the guy assumed that we wouldn’t figure out what he offered was what we were already receivingIt is bad enough that the damage was done, but to try to scam us is unacceptableWe contacted Appliance Dr multiple times after this to try to resolve the problemInitially they requested that we put everything in an email, which we did including picturesAfter that we have never heard backEvery time that we call we are told the person we need to speak to is not thereThe woman that we originally corresponded with while submitting the photos and descriptions has stopped respondingI guess they assumed that it was not necessary to even speak with us and that we would just eventually go awayWell, it is safe to say that we will never use Appliance Doctor again

*** ***
November 26, 2014 Revdex.com
John FKennedy Blvd., Suite 1330
Philadelphia, PA
Dear *** ***,
We are sorry to hear the customer is dissatisfied with the
services we provided. The customer had
complained of the washer only filling and not running, our technician diagnosed
the problem as a lid switch failure. The
customer was given the estimate and decided to have the repair done. Approximately days later the customer
complained the unit would not complete a cycle without jiggling the timer
knob. Although this was a completely
different issue, we sent our technician out at no charge to diagnose the
problem and give an estimate for that repair.
An estimate was given, as well as the offer to credit the previously
paid $tow*** the $repair, and the customer chose to not have the work
done. Over a month later the customer
called complaining of leaking from the unit.
We again sent our technician out free of charge to look at a completely
different issue. It was at that time he
diagnosed a bad pump and motor. The
suggestion at that point was for the customer to replace the unit. Our technician properly diagnosed each of the
issues the customer had complained about.
It is unfortunate that the three issues occurred within a short time of
each other but our company did address each of the issues and we will be unable
to issue a refund
Thank you,
Tricia W***, Service Manager, Appliance Doctor

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

From: Tricia W***
arial, sans-serif;">Date: Wed, Aug 26, at 12:PMSubject: Complaint ID # ***To: *** ***
***,
Regarding Complaint ID # ***:
We were called out to look at a *** electric range that the customer stated “the door fell off” of and also had a broiler that would not light. When our technician arrived he inspected the broiler element and after speaking with the customer realized the customer had purchased a new element and installed it incorrectly causing it to malfunction. Our technician also attempted to put the door back on its hinges twice and each time the door did not hold in place. After close inspection of the hinges he noted that they each had a bent tab that appeared to have been damaged when the door was “removed for cleaning”/”fell off”. At that time our technician gave the estimate for both the replacement and installation of the broiler element and new hinges. The total estimate came to $plus tax and the service fee of $would have been applied to that.
The customer asked the technician if he could replace only hinge to save on the expense and our technician explained that he was required to do the repair as the manufacturer recommends, which is to replace both hinges, especially since they were both damaged. The door on this particular range is very heavy and if we did not do the repair properly it could have resulted in property damage or bodily injury which we would have then been held liableThe customer paid for and received a diagnosis and estimate for the repairs
Tricia W***
Service Advisor
Appliance Doctor, Inc"Prescriptions for Your Sick Appliance"
www.SickAppliance.com
P###-###-####
F#-###-####
Find us on ***: ***.com/ApplianceDoctorInc

From: Revdex.com of Metro Washington DCDate: Tue, Jan 12, at 9:AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: *** ***
---------- Forwarded message ----------From: *** *** Date: Mon, Jan 11, at 5:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: Revdex.com
Please do not close this claim as it has not been settled. I was not aware that I had a day guarantee - it was not told to me in any of my conversations or complaints - or I would have utilized the option. The machine is still broken and I would like some type of resolution from the companyThank you

From: Tricia W***">Date: Tue, Jan 13, at 4:PMSubject: FW: Complaint ID #***To: ***@myRevdex.com.org
***,
Regarding complaint ID #***, our company did issue a refund for $on 9/30/
Tricia W***
Service Advisor
Appliance Doctor, Inc"Prescriptions for Your Sick Appliance"
www.SickAppliance.com
P###-###-####
F#-###-####
Find us on ***: ***.com/ApplianceDoctorInc

On Friday, 12/11/15, our technician was dispatched to the
residence of this customer to diagnose an issue with her ** washerThe
customer reported the washer was intermittently stopping during the
cycle. Our technician and a trainee evaluated the washer, and
it
completed a full cycle with no problem. Our technician indicated to the
customer that it was operating properly at the time, and if she has a problem
with it again, to call us and he would come back for no char** as our service
call fee includes a day service warranty. The customer signed our
service agreement, paid the service call fee, and the technicians left the
residence for their next assignment
Shortly after the completion of the service call, our
dispatch office received a phone call from this customer, who was highly
agitated and reported the washer stopped againOur customer service rep ‘RC’
ask her to please stop screaming at herThe customer complained about the
service, demanded a refund, threatened reporting us to the Revdex.com, and declined
any resolution, including having the technician re-dispatched to evaluate the
washer. The technician later indicated to the Manager that he and the
training were discussing the possible issue during the time that the washer was
running through the cycleThey were not ‘socializing’ as the customer
complained
The customer called back within minutes of her initial
complaint call, and another customer service rep ‘JS’ fielded the call (we have
full-time CSRs in the dispatch office). The customer’s tone, which both CSRs characterized as ‘hostile’ and ‘belligerent’, was again threatening
to report us to the Revdex.com and demanding our physical location addressThe
customer said it was the same CSR, however, it was not, and ‘JS’ couldn’t
convince her otherwise‘JS’ twice tried to provide the customer the Manager’s
email address to file a complaint and dispute the charge, but the customer
refused to take the email address or pursue any attempt to resolve this service
disputeWe did refuse to provide this customer with our physical location
address because of the highly agitated state of this customer, and the safety
of our employees is our first priority
The fact that this customer reported this dispute to the Revdex.com
within hours of the technician leaving her residence, declined to resolve the
service dispute in any amicable way with our office or manager, indicates to us
bad faith upon the customer’s part to resolve this dispute. The customer
signed our Customer Service Agreement which indicates the customer’s agreement
to the terms, including the day service warranty, which she has to this date
declined to apply, and failing to provide appropriate dispute notification
(notifying ADI in writing)We are still willing to honor the day service
warranty, the service call fee that the customer agreed to and the service the
technician provided (dispatched appointment to customer’s residence and
evaluated the washer), was appropriate and no refund is due

From: Tricia W***
arial, sans-serif;">Date: Tue, Aug 25, at 9:AMSubject: Complaint ID # ***To: *** ***
***,
Regarding Complaint ID # ***:
We are very sorry to hear that you were dissatisfied with the service we provided. Our technician is an honest and valued employee who has been with us for many years. The morning after his repair he spoke with you on the phone and said the button was cracked prior to beginning the repair, at that point he was being cursed at and decided to end the conversation. He successfully replaced the gasket on your washer and recalls you saying it had been h*** to push the button prior to his repair. Seeing how it is impossible to know for sure the condition of the button due to two separate recollections, we will be sending you a coupon for $ Thank you
Tricia W***
Service Advisor
Appliance Doctor, Inc"Prescriptions for Your Sick Appliance"
www.SickAppliance.com
P###-###-####
F#-###-####
Find us on ***: ***

[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: The company writes "that the [redacted] company, as with most other major refrigerator manufacturers, does not manufacture replacement parts for ice makers.  The [redacted] factory only makes new ice makers to replace any faulty or broken units."   On the contrary, I found a website that sells authentic [redacted] ice maker parts. The website is: www.partselect.com; a link for the website:
http://[redacted].  The website also provides a how to repair your ice maker video. 
ALSO the following is taken directly from the Appliance Doctor website:
Refrigerator Service and Repair in Philadelphia & Suburbs Area
Our technicians will service your refrigerator no matter the type. Top freezer refrigerators, side by side refrigerators, and french door refrigerators. What if you have a foreign brand? We service them all!Brands like [redacted], [redacted], [redacted], [redacted], [redacted], **, [redacted], [redacted], [redacted], [redacted], [redacted], [redacted], [redacted], and more. Once we establish a diagnosis, our clean, professional and courteous technician will provide you with up-front pricing prior to starting any repair. All repair work performed by us is 100% fully guaranteed. Appliance Doctor utilizes Genuine Factory Specification Parts whenever possible to ensure you get the job that you are paying for. Our goal in performing your repair is to get you the best result possible. We don’t take short cuts just to save a buck, because you expect us to do our job right, the first time. We won’t sacrifice your trust, or our reputation. Appliance Doctor offers expert refrigeration and appliance repair services to residents of Bucks, Montgomery, Delaware, Chester, and Philadelphia Counties. Our trained and highly experienced technicians have all of your repair needs covered.Call us today toll free at ###-###-#### for reliable and fast refrigeration or appliance repair service. If you have any questions or comments, feel free to email us
The company response states, "Also, as in any other case we would not have been able to provide an estimate in advance of our technician going to the customers home." If Appliance Doctor does not repair ice makers, what would they be estimating??? They should have informed us up front that they only replace ice makers and charge $469.00 to do so. 
Lastly, and most importantly, I watched a video on Youtube on how to repair a [redacted] ice maker and was able to repair the ice maker myself.  Why would a repair company that offers "expert refrigeration and repair services" send a technician that can't repair an ice maker? 
Appliance Doctor sent (via Priority Mail") a third copy of the invoice plus late fees. I do not feel I owe the company any payment because they did not provide me with (or even attempt) the repair service advertised on their own website.
Regards,
[redacted]