Appliance & Refrigeration Hospital Inc

Complaint: ***I am rejecting this response because:
I wish to thank Revdex.com for their assistance on this matter. Unfortunately, I believe Appliance Hospital and I are at loggerheads.
I argue that Appliance Hospital should honor their 1-year parts and labor guarantee for the work they performed in April 2016. Appliance Hospital argues that they only offer a 1-month parts and labor guarantee for work performed under an extended warranty plan. (Appliance Hospital does not seem to concede that the work performed in April is identical to that was performed in September 2016. The damper-control was replaced in each case)
I am contacting KitchenAid warranty services who acted as my agent in arranging for the April repair. Specifically, I want to know from them:
1. As Appliance Hospital normally offers a 1-year parts and labor guarantee, did KitchenAid agree that any work performed by Appliance Hospital under a KitchenAid extended warranty would only carry a 1-month parts and labor guarantee?
2. If KitchenAid agrees with Appliance Hospital’s position of only extending a 1-month parts and labor guarantee, I want to know how I should have known that the warranty work only had a 1-month guarantee?
3. Finally, the Appliance Hospital statement I received after the April repair explicated stated that parts and labor were guaranteed for 1-year. How would/should I have known that this explicitly stated 1-year guarantee does not supersede any previously agreement on the duration of a guarantee?
If through my oversight, I missed the 1-month guarantee limitation, I will gladly pay the invoice. If this issue was not due to my oversight, I would expect KitchenAid to negotiate this issue to conclusion with Appliance Hospital.
As far as the repairs completed by Appliance Hospital, the technician (Doug 17) was very prompt and efficient. As a matter of fact, when he returned for the September repair, he had the needed part in hand as he came into the house. He again quickly replaced the defective damper-control. However, I am very disappointed with the customer service offered by Appliance Hospital. Immediately after I was notified that there would be a charge for the return repair, I called Appliance Hospital and asked to speak to a supervisor. After a couple of days I again called Appliance Hospital and asked to speak to a supervisor. As of today, I have yet to receive a call from a supervisor. I wonder if this level of customer support meets KitchenAid’s expectations
---Just for clarification-----
On Sept 16, I called Appliance Hospital with the understanding they would honor their guarantee. I was asked to call KitchenAid warranty services to see if they would agree to having the refrigerator repaired. I thought this request was a rather strange request as I would not have thought KitchenAid would object if Appliance & Refrigeration honored their guarantee. However, since I have been fortunate and not had to have any appliances repaired, I just assumed this was just a standard practice because a genuine KitchenAid part was used in the initial replacement
I made the call to the KitchenAid warranty services and spoke to a lady who also was perplexed as to why Appliance Hospital would need to hear from KitchenAid, but she told me she would call Appliance Hospital and tell them that they should honor their guarantee (I thought this matter was closed)
Sincerely,*** ***

We agree with the challenges of obtaining the correct parts and it is very unfortunate, but we show the product repaired on 4/7/We did have a return visit requested on 6/and awaiting information from American Home Shield to proceed The $charge is actually a deductible charge required
by American Home Shield We will refund the deductible per request, but AHS would not require the ***'s to pay that again We had been informed on 6/17/ that the ***'s are seeking assistance from someone else and will immediately refund the $deductible fee per request! We were requested less than hours ago for a manager to contact her and definitely would have! Steve

The customer did a wonderful job describing the failure to Whirlpool who relayed the information to use accurately. The part was not available from Whirlpool and we elected to keep the appointment in the event we could have made an adjustment and a part would not be needed. The part was
needed and we made a request directly to Whirlpool to provide the part since there were none available within their distribution network or their own warehouse. When this occurs we have no information of an estimated time of arrival to provide the consumer. Our order was an automatic rush request directly to Whirlpool, but they had no stock with a factory back order status. We did make several attempts to explain this to Ms***. Our service manager did call Ms***’s cell phone and left a voicemail message at her request. The part finally arrived on 2/2/and we replaced it the very next day which was 2/3/16. We had no options to improve the speed of repair without part availabilityWe encouraged Ms*** to contact Whirlpool during this process. Unfortunately this complaint should have been directed to the manufacturer. We trust Ms***'s product is working satisfactorily since our repair. Steve

It is very disappointing to have a request for a supervisor to call earlier today and not have a chance to respond prior to receiving this complaint in less than a few hours We did in fact attempt to pre-order a touch console for the visit and the part supplier sent us the control We
found a communication error between the touch control and the main control We do not charge an additional trip charge when a return visit is necessary We also do not want unhappy customers and will refund the trip and diagnosis charge via the credit card reference number I also want to make sure it is understood that since this will now be resolved a return phone call will not be made ***

We spoke with Ms*** yesterday afternoon and cleared up the confusion on cost. Our estimate did in fact include the diagnostic charges. We also explained that we do not wish to have unhappy customers and already offered and issuing a refund of payment made to date. Unclear
why this complaint is made when we responded in a timely manor. We trust Ms*** is satisfied with our outcome from yesterdays conversation

We were dispatched to service the ***'s washer for an out of balance condition and the seal leaking on a new hose Our technician arrives on 5/3/to diagnose a motor failure and tightened the cold water hose connection where the ***'s indicated a leak The customer had
purchased and installed new hoses We return the next day as customer stating that the hose is still leaking and we find no leak from the cold water hose as indicated and had to wonder if the leak is from the water valve or connection The ***'s contacted a plumber which we spoke with as he indicated that he found a small leak at the hot water hose connection The plumber indicated that he observed a single drip every two or three minutes I have added a picture clearly indicating that the customer had a paper towel under the cold water hose We did not install the hoses and performed exactly what the customer insisted and feel no responsibility for a preexisting leak Steve

Complaint: ***I am rejecting this response because Appliance Hospital's inaccurately depicts the actual eventsEach time the technician came out with an incorrect part he said that I would be called by their office to set up a new appointmentThis never happenedI would wait two to three weeks, then call, then the receptionist would say, 'the part is being checked right now' call back in two weeks to set up an appointment(I've never heard of such a thing--either it's the right part ordered or it isn'tThere IS a part number for every appliance which is why I don't understand why they couldn't get the correct part)The water dispenser didn't work when the tech first showed up, then it worked, then it didn't work on another visit, then again it worked (I'd replaced the filters twice, though that wasn't the problem)On his last visit he said it was working, which it was, but that only lasted two daysThe light bulbs were new, we had just replaced themHe broke them reaching into the refrigerator and freezerThe drawer was not broken prior to the tech's visit, he fell against it and apologizedHe is a nice manWe have no issue with him other than he didn't or couldn't repair our fridge
I emailed American Home Shield for advice as to what to do as I didn't want to talk to Appliance Hospital after the FIFTH visit after six monthsI never heard back from AHS (which I realize is not Appliance Hospital's problem)Finally I called them and set up an appointment with GE Appliances but had to cancel when they got Appliance Hospital involvedGE Appliances are coming to repair the refrigerator on Friday, July 8th
The day after I responded with a 'do not accept' to this Revdex.com complaint, I received a check for $from Appliance HospitalI have not cashed that check because that would indicate acceptance of their terms, and does not acknowledge or address all the problems I've had with this companyI am in the process of returning the check with all the documentation herein, and will be filing a Small Claims Suit in Multnomah County, OR.Sincerely,*** ***

We are unclear about why this complaint was made since we actually have made a visit and determined items needed to resolve. We have also spoken with the *** on occasions with also leaving one message. There is a return visit with the parts to resolve on 11/16, which
they made with our online process when all should be completed. We trust this is satisfactory? Steve

Mr*** called or company on 6/13/stating he needed a new unit. After finally receiving the proper product information Mr*** was advised that the manufacturing date stated the products were made in and was provided an estimate. On 6/30/Mr*** called and
approved the estimate and we promptly ordered the product. Products were received and Mr*** specifically requested one of our technicians that arrived on 7/21/and replaced the product. Mr*** stated the products were purchased and in-use on 5/1/and we submitted a warranty claim to Insinkerator. Insinkerator rejected the claim and we billed Mr*** since he had approved the estimate. The original bill stated that the manufacturer rejected the claim since we were provided the incorrect date of purchase by Mr***. Mr*** contacted us on 9/8/stating he moved in the home the summer of and he was advised to provide Insinkerator with moor home occupancy documents to validate the warranty start date. Mr*** was subsequently sent billing invoices times and a phone call to settle the outstanding balance before going to collections on 3/3/17. Mr*** called us additional times and was advised each time that proper documentation needs to be provided to the manufacturer, Insinkerator to have warranty work approved. Currently owed is $452.82. I have submitted this complaint to Insinkerator to see if they will reevaluate the issue for Mr*** to settle the amount owed us. ***

Complaint: ***
I am rejecting this response because: this is not true, I was never told about being billed, I'm a contractor myself and would've never ever pay someone to do the work that my company is doingWhen I first called about the bill I was told the conversations are voice recorded and I will receive a voice record that I was told about the priceThat never happen because I was never ever told about a charge till few months after the service dateWhen spoke with Scott to complain about the invoice he send me the information to call In-Sink and the serial number he sent me was wrong because I have a picture of the first email I sent them to file the claim and it had a different number then what he sent meIn conclusion, they filed a wrong serial number and want me to do their work to correct that with In-sink.here is Scotts email; Scott D*** Feb at 2:PM To***@yahoo.com Hide PhotosAH logo[1].png Download AllMessage body ***,Here is the serial # of the Original Faucet ***Here is the Serial# of the Original Hot Water Dispenser ***Insinkerator's number 800-558-5700.Our Invoice # is ***Hopefully this will be of assistance in your correspondance with Insinkerator.Thanks,
Sincerely,
*** ***