Appliance Express

Please provide your copy of the signed receipt, and give to the Revdex.com

We were asked to the home about a Frigidaire freezer with a frost build upI have been repairing this exact same refrigerator for yearsIt is a very basic and simple refrigeratorThe frost in the freezer was due to a self defrosting IssueOnly parts come in to play with a self defrosting
refrigerator that is basic like this oneThe defrost heater, defrost thermostat, and timerThe defrost heater checked out fine and I have never replaced this heater in years it has never been badI don't even carry this part on the truck for this reasonThat leaves the defrost timer and thermostat which I replaced and put the old parts in the garbage can next to the fridgeI defrosted the freezer to give the fridge and freezer a fresh new startIt was fixed perfect and the refrigerator was turned onWhirlpool says it takes hours before you can put food back in the refrigerator againIt takes about to days to build up enough frost to interfere with the cooling process. Client called and said the freezer built up frost in as little as hours againImpossible. I have seen this on other occasions in my career where a client opened up the doors so much the refrigerator and freezer never got cold enough in daysOnce the clients gave up checking the temperature and waiting for the first Ice cube to drop all was perfect soon afterI believe the client feels she paid too much and is making up stories for a discountTo ruin a honest family business with bad reviews for a discount is a shameI told her exactly what was wrong and exactly how much before the repair she authorizeddays later no receipt of a new refrigerator purchasedays later no receipt of another company fixing the refrigerator againInconsistencies with the truth are obvious. There will be no refund until we feel it is deserved

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
Sincerely,
*** ***

I am rejecting this response because: He came to fix the refrigerator! His own diagnosis/service did not repair the refrigerator I reported to him that the refrigerator never got to temp and the freezer was now broken due to his service Although my paperwork warranties his work and parts, he refused to come a repair his mess! years of service? He claims to belong to a repair association, they don't know him? I did buy a new frigerator because my daughter is adult disabled and I am only with her part time, after dealing with such a unprofessional human being I didn't want to deal with issues while not in town I purchased a Whirpool refrigerator, 6-25-and it was delivered 6-27-by Best Buy, I paid for the new frigerator This company never fixed, diagnosed what they were paid to do! Larry is a crook!

In servicing 100+ customers per day, there are times when products are misdiagnosedWe do all we can to train and support our technicians to ensure this occurs at a minimum level. Nationally, most companies average a 5-10% "callback" or misdiagnosis rateWe
typically average below 5% year in and year outUnfortunately, refrigerator doors do take to weeks to be made and shipped outThere is absolutely no way around thisIt is the manufacturer's decision/policy that we are forced to work withThat being said, we apologize for any inconvenience that may have been causedThe customer's unit has been replaced as they requested with a brand new unitPlease let me know if any further action is needed to address this complaintThanks,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and while I certainly accept the comments there was not proper follow through per the technician who came out on Tuesday.  [redacted] repaired the refrigerator to my satisfaction thus far as it seems to be cooling properly.  However, he told me I would receive a follow up phone call on Wednesday regarding the reimbursement of my lost food items.  I have yet to receive a phone call or other contact and it has been over 48 hours.  I lost approximately $48.26 in food the second time (documented by photos and shared with [redacted]).  What is your process for reimbursement, and how long should it take for me to receive said?
[redacted]

This "company" has no procedures in place for how your repair will take place. They showed up 3 different times across 2 weeks. All 3 times they did different tasks - none of them related to fridge repair as diagnostic work was never performed.

The first time - they did not remove the fridge from the wall and said it had to be related to dust accumulation even though I had already vaccumed out the fridge from the reverse (why moving a fridge helps). 2nd visit he walked in and without doing more than looking at the front door of the closed fridge declared it needed a part and he'd order it. 3rd visit the tech from the original visit returned and this time the fridge WAS pulled from the wall and declared that no way THIS part would do it - it had to be this OTHER part that we may be able to order in a few weeks.

Bear in mind to this moment - no diagnostics were done.

This company has no standard operating procedures and no concept of what a repair company needs to do. Customer service was excuses and explaining their limitations, but none of that accounts for failing to follow the very basics required to perform a repair.

[redacted], I apologize for the trouble you've had with our company. I believe this is the first Revdex.com compliant we've received in eight years. We do all we can to ensure our customers are taken care of politely and efficiently. I appreciate your feedback and will work to resolve this immediately. The...

control board for your unit is part number  W10219463. If you do a [redacted] search on this part number,you will find that the manufacturer has discontinued production of this particular part number. The only course of action we can take is to have the control sent off for rebuild. Every reputable company that services [redacted] products must do this. We use company that [redacted] recommends for rebuilds. We don't purchase them ofonline from whichever source is the cheapest. I apologize that we have not been able to fix your refrigerator in a timely manner. We will be happy to send one  our senior technicians to take care of this for you as quickly as possible, and will refund you any moneys you are owed. Thank you for your business and your patience.

Received your follow up letter dated 03-09-16 on 03-15-16.  Mrs. F** has given us different versions of what she feels happened every time we have spoken to her.  Our insurance carrier has instructed us not to speak to her. They  are the professionals at this and they will handle it. I can not do anything until they complete their investigation. BJ Appliance Express[redacted]

02-10-16Received complaint number [redacted] today. Customer had a clogged defrost drain on their kitchen refrigerator. When this drain is clogged the defrost water has to go somewhere, usually on the floor. There is evidence on the floor of long time slow leak. While clearing drain...

the tech did spill approximately one gallon of water that he immediately cleaned up upon being made aware. It did not take eight towels.  Our insurance carrier has been notified and if their investigator finds fault there will be payment made.  BJ   Appliance Express[redacted]

Claim #[redacted]
I do not agree with the business response. The drain was NOT clogged. My 12/30/15 invoice shows the defrost cycle heating element was replaced. None of the frozen ice on the coils was being defrosted and had been a problem for weeks. It took Appliance Express almost 2 weeks to get me on their schedule. I boiled about 3 pots of hot water per the request of the tech, Scott, so he could pour it on the coils to melt the ice. My boyfriend even suggested we plug the drain to prevent any overflow. Scott said, "No, it's not necessary."  He poured enough hot water on the coils to fill up the drain pan and overflow it. When we expressed our concern, Scott responded, "It won't be a problem. I've been doing this a long time and I know how much water I can put in there." The water overflowed and wasn't discovered until I saw it after Scott had the time to pack up his tools, write up an invoice, explain that the part wouldn't be in for a week and at that time they would schedule the installation of the heater. After Scott took down my credit card information I looked at the floor and saw the water that had flowed out. About 10 minutes had passed so the water had been on the floor all that time. We all grabbed towels to wipe up the water. I had to run to my linen closet for more towels to continue to wipe up all the water - 8 towels in total.  Scott said, "there shouldn't be any damage from the water." He did not say, "I hope this doesn't cause any additional damage." The owner of Appliance Express seems to think from the pictures after the incident there was prior damage. There was NO prior damage. I have a video of the floor directly afterward where you can hear squishy water noises when stepping on the wood - you can hear the water that seeped through my floating wood floor. My video taken directly after this occurred shows there wasn't prior damage. I have previously emailed you this video. Over the course of the next 2 days, the wood swelled and the water warped my wood floor. Their insurance company is [redacted] is not able to confirm whether Appliance Express is insured with them. The adjuster says it will take 7-10 days to find out if Appliance Express indeed has insurance with [redacted]. On 2/11/16 the claim was filed. Claim #[redacted]. The claim adjuster is Neil W[redacted]. At this time, I am waiting on confirmation that Appliance Express does indeed have insurance coverage with [redacted] and am waiting on them to process this claim. So far, nothing has been done to fix my wood floor. I had trouble inputting this response to your website. When I called you today, you said that I should just email this response and you will put it in for me. 
Thank you.
 
Beth F**

Appliance Express was contracted by Frigidaire to perform extended warranty repairs. The provider failed to perform the services because as a customer I complained to Frigidaire about Appliance Express responsiveness.

Our Frigidaire stopped working due to a electronic control board issue with error codes "SY CF". Upon calling the extended warranty department at Frigidaire they stated to call their service contractor Appliance Express. Upon contacting Appliance Express I was put on hold several times for extended periods and never got to speak with anyone. The last call rolled into a "we are closed" voice mail. I called again the next morning and the gentlemen who answered the phone was unprofessional. He became upset because I called several times and stated to me "call Frigidaire and tell them I am refusing your work order due to personality conflict" and hung up. Frigidaire could not find another contracted service vendor to come out for another 3 days.

this company gives you the run around for weeks by saying there waiting on parts even though they say there getting the part the next day but when u call 3 days later there still waiting r u kidding me did the parts run off the delivery trucks

Review: Appliance Express came to my house to repair my ice maker under warranty by [redacted] first part of December. The serviceman showed me a fan the the back of the refrig that was iced up (completely frozen) he took a hair dryer instrument and heated the frozen fan that had an egg crate plastic cover on it. Put the ice maker back together and said they had to order a part for it. Two weeks later another serviceman came to the house and took the ice maker apart with the part to fix the icemaker. I heard him on the phone with [redacted] about a part, and on completion of his call, he said the egg crate cover had been melted by the previous repairman, so they would have to order another part and come back this service call was done on December 20. On January 3, the original serviceman who melted the part, came to the house to fix the icemaker (installing something such as a weather strip) So the icemaker now has been taken apart 3 times, I had told him I found a screw on my floor and I thought it went to the refrigerator, he said yes sometimes that happens. On his leaving from supposedly fixing the ice maker. I told him to leave the ice bin out because I wanted to wash out the area with warm soapy water. When I touched the front plate of the icemaker with the wash cloth it moved. I ran out to his car and asked him to come back in, he took apart the front cover again and said a small plastic tab that holds the screw in the refrigerator was broken off (he broke another item a second time). He said he could do one of two things, glue it or order another part. I told him I didn't think glue would be appropriate. On that I called their store and spoke to a woman explained my frustration with her that I have had to stay home two times because of their serviceman breaking things in my refrigerator. I called their store after two weeks about the part, (on Thursday 1/16, the same woman said their were expecting the part later that day. I received a call on Tuesday, regarding a call. In previous conversations with the store woman, I expressed a different serviceman do the repairs, because of my experience with the serviceman breaking two items on my refrigerator. I requested another serviceman to do the repairs they refused.Desired Settlement: I would like Appliance Express to note the inconvenience caused by their serviceman and honor my request for them to come first on their repair schedule or at the end of their service/repair schedule. (I am a working person). I have already had to be home one other time because of their error, and they are expecting me to stay home and wait for their route repair a second time. I don't think I am unreasonable in not wanting the serviceman who has broken parts in my refrigerator twice already, to not come and do the service.

Review: Appliance Express is contracted with my home warranty company to repair appliances. On December 30, 2015, Scott, from Appliance Express came out to fix my refrigerator. He found that my heater which regulates the defrost was broken which caused the coils to ice up. He poured several cups of hot water onto the pipes to melt the ice. He said he knew how much to pour on. After the service call and as I was signing the paperwork, I noticed water draining from the refrigerator which had accumulated under the appliance and then ran across the floor in front of my cabinets. Scott was surprised it had leaked out and hadn't noticed it as he was packing up his tools and writing up the invoice. Approximately 10 minutes had passed. It took 8 full size bath towels in order to wipe up all the water. The video I emailed and will attach shows the floor after we cleaned it up before the visible damage appeared. You can hear the water squish under the floorboards as we demonstrated in the video by stepping down on the floor. Scott acknowledged that with wood floors one must be extremely careful. He also said that he hoped the water was wiped up quick enough so as not to cause any damage. Over the holiday weekend the wood floor swelled and warped in the area which extends about 15 feet. On Tuesday, January 5, 2016, after the holiday weekend, I immediately contacted the company and Scott answered the phone. I reported to him that indeed the floor is damaged and they need to take care of the problem. I called on January 8 and the 13th to report the damage once again. On Saturday, 1/16/16, Scott came out to take pictures of the damage as well as install the heater part. I never received a call, so on 1/28/16, I talked to BJ, the office manager and she said the owner refuses to take responsibility for the damage as it was caused by prior circumstances. It is his opinion (sight unseen) that Scott didn't cause the damage with the water overflow. Scott's error caused my floor to warp.Desired Settlement: This is an errors and omission claim as the company's worker caused secondary damage while in my house fixing my refrigerator. I need my kitchen wood floors to be repaired or replaced. Neither my homeowner's insurance policy nor the home warranty company say they are responsible. In fact, the home warranty company should be contracting with reputable and insured contractors, and it is the responsibility of Appliance Express to cover their secondary damage.

Business

Response:

02-10-16Received complaint number [redacted] today. Customer had a clogged defrost drain on their kitchen refrigerator. When this drain is clogged the defrost water has to go somewhere, usually on the floor. There is evidence on the floor of long time slow leak. While clearing drain the tech did spill approximately one gallon of water that he immediately cleaned up upon being made aware. It did not take eight towels. Our insurance carrier has been notified and if their investigator finds fault there will be payment made. BJ Appliance Express[redacted]

Consumer

Response:

Claim #[redacted]