Appliance Master, Inc.

Complaint: ***
I am rejecting this response because:
yes, I was not looking for anything, I am trying to help educate the general population about this company's illegal and misleading advertising practices I have also provided information to the NJ Division of Consumer Affairs for possible criminal investigation
Regards,
*** ***

Complaint: ***
I am rejecting this response because: The technician who came did, in fact, further damage my stove When the technician came the first time he evaluated the problem and informed me that I needed a part I agreed to this and gave him a deposit of $ He returned a second time to make the repair It was at this time that the stove was further damaged Because he could not remove the nut from the star burner he used a blow torch to heat the element to be removed He appeared frustrated and was on the phone with technical support for quite some time He finally told me that additional parts were needed to complete the repairs I signed off, giving my permission to purchase the additional parts In the interim, I called *** to order the parts directly from them I was able to get them overnighted at a 50% discountI advised Appliance Master that I had the parts and was told that the technician would be scheduled to return When the technician did not arrive as scheduled to complete the repairs, I called Appliance Master The technician, himself, spoke with me and told me he did not know he was scheduled to come to my home He informed me at this time that the repairs without the parts would be about double When I questioned this, I was told that an additional technician would be needed to complete the repairs It was after the second visit when the blow torch was used, that I was unable to turn the knobs which control the burners.
Subsequently, a technician from *** came He informed me when I asked why the knobs did not fit correctly and I could to turn on the burners, that the manifold was bent He suggested that this would have been caused by using heat to try to remove the burnerI finally cancelled any further work by Appliance Master because I was not confident that it would be done correctly and because of the antagonistic attitude of the representatives of the company with whom I dealt
Regards,
*** ***

Complaint: ***I am rejecting this response because: Appliance Master has made no attempts to contact me. Regards,*** ***

Complaint: ***I am rejecting this response because: 1) no refund is shown as pending or posted for July on my credit card as of 9:26am on July 23rd and 2) I requested a refund
"TEXT-DECORATION: underline" innerhtml="">and an apology for their extensive incompetence and failure to provide the requested service. Regards,*** ***

Our office will be responding to the customer to resolve this issue

[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]

Complaint: [redacted]I am rejecting this response because:  The response once again is not accurate.  I did not misunderstand any part of the conversation.  I was told by [redacted] that he would refund me all labor already paid and would not charge me labor on the control unit and stood there and said he would not make any money on me.  [redacted] went on to explain that he was only paid on the Labor he charged and earned.  He made it a point to let me know HE WAS NOT BEING PAID!  When [redacted] evaluated the problem the first time he was not sure if it was the control unit or the soap dispenser.  He opted to order and replace the soap dispenser first since it was cheaper.  When he realized that the control unit needed to be replaced after making me watch an electric transmitting machine of some sort to convince me it wasn't the control unit we discussed at that time the financial concern that I had and that I felt it was a guessing game.  He was on the phone with the office and agreed to refund me the labor and stated that he would not make any money on me.  This conversation was admitted to by your office on 12/31/2014 When [redacted] in your office sent me my bills broken out between Labor and Parts.  Prior to that I only had Invoices that stated the total cost of the job.  The only reason I knew how much I was going to be refunded was because the invoices were provided to me by [redacted] on 12/31/14.  I am happy to have the repairs done and pay the negotiated discount rate once I receive the money that was agreed to be refunded. I am happy to move forward and have a working dishwasher.  I even offered to forgo the refund if Appliance Master would just install the new part and not charge me any additional money.  In that scenario Appliance Master still makes out and we can move forward.  I am trying to work with them, they do not call me back, they do not respond to emails, they do not want to resolve the problem.    Regards,[redacted]

We are researching the documentation showing that the customer approved the estimate.  There was certainly approval to complete the repair because the customer obtained his own parts and we agreed to install them.

The credit card processor typically puts the refund through within 3 days of our transmittal.We regret that we were unable to resolve the issue with the appliance.

We have reviewed our records and our office will be contacting the customer regarding a partial refund.

The customer was given a credit card refund of $185.22 on 7/22/14, just as she was promised.

[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 based on the business actually performing as committed.   I've received similar assurances to refund our money from Appliance Master in the past and they have not kept their promises.   If they actually do refund the money in full I will be satisfied.
Regards,
[redacted]

The customer has a misunderstanding of what was offered to her. Both the soap dispenser and control unit were required to complete the repair.  The technician was willing to discount the cost of the second part (the control unit) in order to complete the repair.  Our office discussed this with the customer on 1/7/15, they gave Ms [redacted] the option of having the repair completed with the discount and she denied.She is not entitled to a refund because the replacement of the soap dispenser was necessary.  If she elects not to continue with further repairs, that is her prerogative.

Complaint: [redacted]
I am rejecting this response...

because:Aside from the fact that the business has been dragging their feet on this issue for a while (I noticed similar complaints on this business to Revdex.com from other clients) I am concerned that "upon inspection" the business will somehow claim they did not cause the problem, blaming the unit, its age, etc.  Fact: They had an inexperienced technician unqualified to make the repair, who admitted he broke the unit, but now the business owner Bill [redacted] appears to be backing out.   I appreciate we are taking a step forward, but am suspicious of their intentions and feel I need to go on record here.   Let's see what the inspection brings.
Regards,
[redacted]

After reviewing the matter further, we have decided to contact the customer to either schedule an appointment to reconfirm our initial diagnosis or give her a refund.  The technician who performed the initial diagnosis is no longer with the company.  We have notes in our system that the customer was quite irrational in speaking to our office staff.  In addition, based on our records, he did in fact perform the diagnosis according to the manufacturer’s guidelines.  We perform over 15,000 service calls per year and are quite familiar with the BSH brand line.
 
Her displeasure at the outcome of the service call is not sufficient to warrant a refund.

Complaint: [redacted]
I am rejecting this response because:I did not misunderstand the coupon.  I read English fine.  The terms on the coupon do not match their verbal terms  this is false advertising and against the lae.
Regards,
[redacted]

Here is a note from the Technician's Supervisor  [1/7/2015 11:20:23 AM]     I gave Ms [redacted] the option of having the repair completed with the discount and she denied.

Complaint: [redacted]
I am rejecting...

this response because: The technician didn't diagnose anything. He did not examine my dishwasher. He did not unscrew anything. He did not try to run the dishwasher. He listened to the exact same information that I provided for Bill (the owner) on the telephone and then proclaimed the control board would need to be replaced at a cost in excess of $400. During my extensive phone conversation with Bill prior to the techs arrival we discussed the problem with the DW - long running time and water not heating up, and the possibilities of the DW having a loose wire, a bad solder, a bad heating element or a bad control board. Bill told me it would cost around $250 if it was the control board. The technician came to my house and without ever inspecting the DW gave me a quote of over $400 to replace the control board. I emailed Bill 3 times and called the office many times. Bill has never returned my emails or phone calls. The different women who answer the phone just tell me to email Bill again. This has been going on about 3 months. I want my $107 back that they charged for a "diagnosis," since the tech did not perform any service that could be considered a diagnosis. If Bill would have told me that it would be around $400 to repair I never would have used his company.
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 while I am still unsatisfied with the service that was provided, I accept their apology. Regards, [redacted]

Complaint: [redacted]I am rejecting this response because:  The businesses response is not accurate. I already agreed to have the repair done at the discounted price.  I will pay for the new part once the I receive the credit of $202+tax for the previous labor that I was billed for in November for the first attempt at the repair.  [redacted] agreed in November to refund me all labor. He stated in my home while on the phone with the office that he was making now money on me.  I want to resolve the issue to what [redacted] and I agreed to. Regards,[redacted]