Appliance Doctor of Delaware

[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: Response: I contacted Appliance Doctor and stated that I wanted to report a complaint As the conversation proceeded and I explained the status of the refrigerator Paul stated that the symptoms sounded like a thermostat In May the freezer components were not frozen but the symptoms of a ’hot’ freezer was consistent with the problem reported in October I have a voice mail by Paul recorded in October stating that he had replaced defrost timer and thermostat parts $, defrost coil $69.00, and labor $ Since Paul stated that it sounded like the thermostat in May when I called to report a complaint then the part that he replaced was bad or he didn’t replace the part and I was billed for it Either way I am in the same position that I was in October with a freezer that is sometimes hot and sometimes cold Appliance Doctor(Paul as it’s representative) did not fix the problem and I was billed for it Bad business practices I couldn’t possibly recommend this company to anyone because they don’t stand by their service, even when mistakes are made by them or work is not thoroughly carried out / [redacted] Style Definitions */ Regards, [redacted] ***

Our company fully disclosed the terms of our servicesIf you decide to fix the said appliance then the service fee is waivedIf for any reason the appliance is not fixed regardless of the reason we charge a service fee of Per Tina's conversation with [redacted] *** at length, it is beyond our control when the parts are deliveredWe estimate and hope that the part will be delivered in a timely fashionUnfortunately for us as a business and the consumer this does not always occurThe fact that [redacted] found the part on the web is wonderful newsHowever we do not install 3rd party parts and we can not guarantee where they are coming from or if refurbishedIn addressing his complaint of our invoicesWe recently had our new shipment of invoices deliveredThe manufacture changed it's guarantee of parts therefore we must do the same to read daysAs a small business we pride ourselves on being upfront and honest with our customersWe did have to use an older receipt until the new update was receivedHowever, we explain this or you can always call Tina or speak via email as doneThank you for your time and am sorry to hear of your unpleasant experienceWe wish you the best in the future

Handwritten response

[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:
Response: I
contacted Appliance Doctor and stated that I wanted to report a complaint. As the conversation proceeded and I
explained the status of the refrigerator Paul stated that the symptoms sounded
like a thermostat. In May the freezer
components were not frozen but the symptoms of a 'hot' freezer was consistent
with the problem reported in October. I
have a voice mail by Paul recorded in October stating that he had replaced
defrost timer and thermostat parts $, defrost coil $69.00, and labor
$140.00. Since Paul stated that it
sounded like the thermostat in May when I called to report a complaint then the part that he replaced was bad or he
didn't replace the part and I was billed for it. Either way I am in the same position that I
was in October with a freezer that is sometimes hot and sometimes cold. Appliance Doctor(Paul as it's
representative) did not fix the problem
and I was billed for it. Bad business
practices. I couldn't possibly recommend
this company to anyone because they don't stand by their service, even when
mistakes are made by them or work is not thoroughly carried out
Regards,
[redacted]

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Mrs [redacted] waited 7 months to call and explain her issues.Appliance doctor would have been more than happy to go back out and repair any issues if they were related to original repair.( parts and labor carried a 90 day warrenty).When I took that call in May, Mrs [redacted] was very difficult saying I ripped...

her off and did not fix problem and lied to her.I diagnosed a faulty defrost system.I gave her a price before any work was started.She did express her concern about the cost($309.00). I gave her my honest opinion.The refrigerator was otherwise in great condition,the new defrost system was still a cheaper option and therefore I felt worth the repair.I was up front with her and she decided to go with repair.I relaced the parts,defrosted the coil and re assembled the freezer.7 months later Mrs [redacted] is calling me a "ripoff" and a "theif".Another note is that her symptoms in May are different then her original issues.
Thank You,
Paul G[redacted]

Our company fully disclosed the terms of our services. If you decide to fix the said appliance then the service fee is waived. If for any reason the appliance is not fixed regardless of the reason we charge a service fee of 89.95. Per Tina's conversation with [redacted]...

at length, it is beyond our control when the parts are delivered. We estimate and hope that the part will be delivered in a timely fashion. Unfortunately for us as a business and the consumer this does not always occur. The fact that [redacted] found the part on the web is wonderful news. However we do not install 3rd party parts and we can not guarantee where they are coming from or if refurbished. In addressing his complaint of our invoices. We recently had our new shipment of invoices delivered. The manufacture changed it's guarantee of parts therefore we must do the same to read 90 days. As a small business we pride ourselves on being upfront and honest with our customers. We did have to use an older receipt until the new update was received. However, we explain this or you can always call Tina or speak via email as done. Thank you for your time and am sorry to hear of your unpleasant experience. We wish you the best in the future.

[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:Response:  I
contacted Appliance Doctor and stated that I wanted to report a complaint.   As the conversation proceeded and I
explained the status of the refrigerator Paul stated that the symptoms sounded
like a thermostat.     In May the freezer
components were not frozen but the symptoms of a ’hot’ freezer was consistent
with the problem reported in October.   I
have a voice mail by Paul recorded in October stating that he had replaced
defrost timer and thermostat parts $129.00 , defrost coil $69.00, and labor
$140.00.   Since Paul stated that it
sounded like the thermostat in May when I called to report a complaint  then the part that he replaced was bad or he
didn’t replace the part and I was billed for it.   Either way I am in the same position that I
was in October with a freezer that is sometimes hot and sometimes cold.   Appliance Doctor(Paul as it’s
representative)  did not fix the problem
and I was billed for it.   Bad business
practices.  I couldn’t possibly recommend
this company to anyone because they don’t stand by their service, even when
mistakes are made by them or work is not thoroughly carried out
Regards,
[redacted]

Review: On 01-18-2014, Appliance Tech. ([redacted]) reported to my residence to repair a broken washer. [redacted] arrive at 3:00 P.M. [redacted] turned the washer on and off to evaluate the problem. [redacted] stated that the broad or the pump were not working and there was nothing he could do. Due to the parts supplier closed at 1:00 P.M. on Sarurday. [redacted] stated that he would call on Monday, 01-20-2014 with the cost of the parts. [redacted] then charged an $89.00 service charge, stating that the service charge would be subtracted from the repair bill. On 01-20-2014, [redacted] called and advised the cost of the parts. The broad was $275.00 and the pump was $125.00, totaling $400.00. Due to the age of the washer. I elected not to make the repairs.

On 01-20-2014, not having any knowldge of appliance repairs, removed the pump from the washer. The pump that was clogged, was cleaned out and replaced in the washer. The was her was then turned on and operated without any problems.

On 01-22-2014, [redacted] was called and advised that the washer was repaired without having to purchase any new parts. It was then requested that he service charge be return. [redacted] agreed to return the service charge by 01-27-2014. To date the service charge has not been returned. On 01-29-2014, 02-06-2014 and 02-07-2014 calls were placed to The Appliance Doctor asking to speak to the owner or a supervisor. To date no one has return any of the telephone calls.Desired Settlement: Refund service charge.

Business

Response:

Handwritten response

Review: I called Appliance Doctor of Delaware and spoke to a woman by the name of Brenda on Friday ,Oct.-17-2014 and asked for a technician to come out and fix my [redacted] double door refrigerator. She told me that she would have someone get back to me and they did. The tech came that day and told me that he thought it was such and such part and that he would be back within 24 hours with the part to install. This transpired in approx. 8 minutes. Saturday morning came and I received a call from the tech saying that he could not get the part and that I should purchase a new refrigerator. He never told me that the part was on back order or asked me if I would wait for the part. I called that same day and told Appliance Doctor that I was angry and that if they knew before coming out that the refrigerator was a [redacted],why bother coming out to the house if they knew they could not get parts for it. I spoke to the tech and he said that he would see what he could do about returning my deposit of 200.00 since there was nothing that he could do. I called once again to see what they decided and Brenda told me that they cut checks every other month for returns. I told her that I was not happy at all and I thought to myself what a great business to be in going to peoples homes and taking a deposit and never following thru. Their advertisement in the yellow pages says that the service call would be deducted from the price of the installation, well I never had an installation of anything. I received a check in the mail for $104.65 instead of the full $200.00 which I had given them for a deposit with out installation.Desired Settlement: I feel that I am owed the entire $200.00 in return. That they had no business taking the service charge of $95.35