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Appliance Doctor, Incorporated

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Appliance Doctor, Incorporated Reviews (36)

Last week my dryer stopped heating. I have seen the Appliance Doctor trucks in my neighborhood at several of my neighbors homes over the years. I asked my friend 4 doors down if she ever used them. She told me she did a few times and that they were quite good. I called them for my K[redacted] dryer. They sent out Joey the same day. He found the dryer had a bad heater. The best thing was that he had the part right on the truck and so he fixed it on the spot. Pretty eventless as he repaired it within 30 minutes and I was drying clothes again.
Price was fair (service was good and super convenient to have the parts with him). Cleaned up after himself and answered all of my questions.
I will keep their number. They were really good.

From: Tricia W[redacted]
arial, sans-serif;"><[redacted]>Date: Tue, Jan 13, 2015 at 4:05 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 $115.45.  We were unaware of this complaint and would like the opportunity to rectify the situation.
Thank you,
Tricia W[redacted]
Service Advisor
Appliance Doctor, Inc.
"Prescriptions for Your Sick Appliance"
[redacted]
P. ###-###-####
F. ###-###-####
Find us on [redacted]: [redacted].com/ApplianceDoctorInc

From: Tricia W[redacted]<[redacted]>Date: Mon, Jul 27, 2015 at 9:53 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 for.
Tricia W[redacted]
Service Advisor
Appliance Doctor, Inc.
"Prescriptions for Your Sick Appliance"
www.SickAppliance.com
P. ###-###-####
F. ###-###-####

[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: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 place. So she is calling me a liar. The technician robbed me for $100.00 that day.  I fixed the door myself in 5 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, 2014                                      ... />                                                                                                               ...                                         ...                                                                                                   
Dear [redacted],
We are very
sorry that this particular customer has had an experience with our company that
is less than satisfactory. We believe his expectations are unrealistic. We feel
mischaracterized, misquoted, and simply targeted because our repair price was
higher than he expected. He was extremely condescending and vulgar during the
telephone conversation that took place with our owner.
Our trucks
are indeed fully stocked with genuine factory parts. The truth is, our trucks
are only so big and can only carry so many parts. We inventory the most
commonly used parts on our trucks. It is not realistic, nor is it possible for
our trucks to carry every single part for every single appliance. Each of our
trucks is stocked with approximately $7,000-$10,000 worth of inventory. We
inventory parts that we are confident will rotate out of our stock on a regular
basis. We use 12-month usage reports from our vendors to build the most
relevant truck stock inventory. The 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 services. Any 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 customers. The cost of fuel
has become a significant line item expense over the past 10 years. Our company
itemizes our nominal fuel surcharge rather than burying it into other fees. We
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 collected. As 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

[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:  
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 139.50 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 further.
2) 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 strange..... The 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, etc..... More obfuscation..... when 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 brand.......
I 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 that. and 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 pages......
The 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 desperation. They 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 services. Finally, 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 surcharge..... their 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 logo...... again complete bait and switch, a very expensive nothing.
Regards,
[redacted]

[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: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 given.
2) 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 139.95 plus tax and fuel surcharge.  It was straight up I will cost you 139.95 for our truck to come out.  It was definitively indicated that the truck would have the parts to fix my issue. This 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]

Our experienced technician provided a diagnosis and estimate for the repairs.  He made attempts to reattach the door but found there would be a potential risk that it would fall off again if it was not repaired properly, as per the manufacturer.   We stand behind his decision and are unable to give a refund because we did provide the services for which we were hired.

November 5, 2014
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 range. It was explained that our service call...

fee for a [redacted] gas range is $139.95 plus tax. That 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 only. This 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 10,000 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 letter. The technician did the research needed and promptly got back to the customer with the estimate. The estimate given is for the repair, we do not sell parts, we sell repair services. We 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 case. As 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 repair. Although 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 provide.
Thank you, 
Patricia W.
Service Manager

From: Tricia W[redacted]
font-family: arial, sans-serif;"><[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]

From: Tricia W[redacted]
arial, sans-serif;"><[redacted]>Date: Tue, Aug 25, 2015 at 9:05 AMSubject: Complaint ID #[redacted]To: [redacted] <[redacted]>
[redacted],
Regarding Complaint ID #[redacted]:
 
We are a small family owned company and we employ 10 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 $152.35 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]

Review: On 4/15 the servicer came out when I reuested a repair on my [redacted] dishwasher. After a nominal review of the problem, without actaully opening the dishwsher I was told it was the computer board and with labor cost of over $300 plus parts it would be about $520 to repair. I said the computer board is covered under a parts gurarantee and as they are not an authorized [redacted] repair facility I will call [redacted]. I then paid the $78.15 service call.

I then called [redacted] and an authorized servicer came out today 4/18 and did an analysis opening the diswasher and detrrmined it was not the computer board but the Panel Control. The part was ordered and next Thursday the repair will; be completed. I paid for the part and labor of $231.42. (Not covered in warrenty).

I called the Appliance Doctor to complain of the incorrect diagnosis an dthey said, "this is what their servicer diagnosed". They did not offer a refund and I said I would file a complaint with the Revdex.com.Desired Settlement: Would like refund.

Business

Response:

Hi,

I am very sorry for the customer's dissatisfaction and would like to attempt to resolve this issue. I have reviewed the complaint and have also reviewed our records. I would like to offer our response.

Review: Called Appliance Doctor to fix a [redacted] gas range, needed a new switch, add said technicians have replacement parts on truck can service today.... Was told technician in the area and mention the add, get $20 off repair, service visit charge was 139.50 which would be waived if they do repair. I asked if they were competitive in their pricing, since I would 't call them unless I intended to have them repair....I was told that they were very competitive with other appliance repair services.... So I said send tech I Ian. We discussed time my and I had to move my daughter's doctor appointment to accomodate their schedule. The technician sent, had no replacement parts, looked up the serial number andold me he would get back to me in 24 hours. When he did, the cost to replace the switch was $450-550, which is 1/3 the replacement cost of the unit. I requested a cost breakdown between parts and labor, knowing parts were about $100. The technician refused to provide me a breakdown, no labor is estimated he said...but if job is difficult and takes more time then I get charged the higher price.... I indicated that then labor must have been estimated and he passed me to owner who told me much the same but they charged the same whether it took them one hour or ten hours.. So when I said then how come I got a range of prices, which indicated that they took no risk as he had indicated, but were charging by the hour, he at first tried to explain that away based on labor but when I pressed on the price differential and the labor costs, he changed the story in his second response, saying that the higher price meant that they may need a second technician to complete the job. Then he went into a long description of how [redacted] was not a mainstream brand, it is in Bucks county, and only 20% of his technicians were qualified to repair them, so they were in short supply and therefore he deserved a premium to service the brand....he also told me that it cost them $139 just to come out to see the unit. I told him tha his numbers didn't add up, he was charging me a premium but could not explain the premium that I was getting and had already charged me $152 for the 139 service visit...and that his explanation was BS. They are running a scam, they charge a high diagnostic price, then try to get an even higher repair bill.....they are not competitive with comparable repair services, and have charged so much for initial visit, they frankly don't care if they get the follow-on work..... It's a Ponzi scheme ..... Price visibility is not provided, because they bilk the customer.....and at no time was I offered the $20 off from the yellow pages ad.Desired Settlement: I want a rational price based on true cost of parts and labor, that is competitive or I want my money back for the initial visit.

Business

Response:

November 5, 2014Dear [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 range. It was explained that our service call fee for a [redacted] gas range is $139.95 plus tax. That 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 only. This 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 10,000 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 letter. The technician did the research needed and promptly got back to the customer with the estimate. The estimate given is for the repair, we do not sell parts, we sell repair services. We 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 case. As 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 repair. Although 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 provide.Thank you, Patricia W.Service Manager

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

I brought my kitchenaid mixer in to replace one plastic gear. $313 later it comes back, gear replaced, but rickety and more loose than before they got it. They replaced grease that didn't need replacing and would not itemize the bill. They took 8 days to complete repairs.

Review: Serviceman ([redacted]) came to repair dryer and ice maker. He banged on my dryer and told me it needed a new control that would cost $776.00, I opted not to have them repair it. He then turned his attention to the ice maker, he pulled the ice bin out and looked around,then went to the basement. He came up and announced that the water was off and that was the problem, but I should get a plumber to change the valve, and went on to say he does not know why contractors use them. Charged me $176.00 and left.

The next time I went to my basement there was water all over the floor and a leak. I called Appliance Doctor to ask them to send the technician back to turn off the valve he turned on, because of the leak. They then started telling me all the reasons it was not there fault. He said he never touched my ice maker, but billed me for it,then changed the story to he only touched the water feed in the ice maker, and that my husband turned the water on and off (I do not have a husband or any man in my house for him to confuse.

After much of these stories going back and forth (and them accusing me lying) they said to get a plumber and they will NOT be coming out.

PS: I had someone else come out for my dryer, and they repaired it. Just needed some tightening of parts.Desired Settlement: Adjusted bill

Business

Response:

Please provide us information regarding the complaint so that we may investigate and provide a timely reply.

Review: A repair was performed on a washing machine for a fee of $226.00. A week later a new repair was required related to the first repair; only an assessment was given.

Shortly thereafter, a new repair was required, only to be told that the machine should be trashed due to a rusted part that would be expensive to replace.

My position is that an experienced technician should have been able to give an overall assessment before recommending the initial repair which turned out to be a complete waste of money.

In addition, he had a second opportunity on the second visit to offer an assessment of the appliance.Desired Settlement: I would like a partial refund in the amount of $113.00.

Business

Response:

[redacted] November 26, 2014 Revdex.com

1880

John F. Kennedy Blvd., Suite 1330 Philadelphia, PA 19103

Dear [redacted],

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 17 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 $226 tow[redacted] the $375 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

3 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[redacted], Service Manager, Appliance Doctor

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Description: Appliances - Major - Parts & Supplies

Address: 925 Woodbine Avenue, Bensalem, Pennsylvania, United States, 19020

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