INCOMPETENT TECHNICIANS AND HORRIBLE CUSTOMER SERVICE
Original review 4/11/2022
If I could give this company negative stars I would. The boatload of negative reviews should say it all, but I'll add my story to the long list. It should be noted that, while they claim to have been in business since 1947, they only obtained a “B” rating with the Better Business Bureau and are NOT accredited. Things that ma you say “hmmmmmmm……”.
I should start my story by stating that I did not hire this company as my Whirlpool refrigerator was under warranty. I would NEVER hire this company on my own volition.
That said, my story begins on 6/5/21 - almost one year ago when my 9-month-old $2800 Kitchenaid refrigerator stopped making ice. Maybe for some people this is not a big deal, but I use over a gallon of ice every day, which is why I made sure to purchase a fridge that made ice.
Appliance Hospital sent Dwayne to assess the damage on 6/10/21, who reeked so much of cigarette smoke that I had to spray Lysol in my home after he left to try to get rid of the smell. The cigarette burn hole on the shoulder of his work jacket was a classy touch. Those of you reading this is this the caliber of technician that YOU want coming into your home?
He triaged the issue to stem from a short in the freezer door and had to replace the entire door. As luck would have it, the doors are not kept anywhere in stock and must be made to order at the factory taking up to 3 months to be shipped. I understand that this is outside of the control of Appliance Hospital, but I still expected follow-up from this company to keep me abreast of the part order.
Three months later on 9/10/21 the part came in and Dwayne returned to replace it only to inform me that they Whirlpool sent the wrong part as the water line did not have the correct connector to connect to the fridge, so they had to order yet ANOTHER door! I said I want guarantee that the next door would be built correctly, which Dwayne said he had no control over. I said I wanted to speak to someone in management who could get involved in this order and ensure of the proper build, to which Dwayne stated he would relay the message. Of course, I never heard anything back as customer service is not this company's forte to say the least. To put a cherry on this cake I noticed upon their departure that their work van dripped oil on my driveway.
FIVE MONTHS later on 11/17/21 I had not heard anything more about this door so I called Appliance Hospital for an update. At that time, I was informed that the order WAS LOST (WTH?!) and that it had only recently been ordered on 11/5/21! Keep in mind that these doors take 3 months to manufacture so for the entire 5 months that I had been waiting for this door the door the order had never placed! No follow-up was conducted by Appliance Hospital to check on the status of the part. No follow-up was done with me. They simply did NOTHING.
By this time, I am MAAAAAD. So, once again I called Appliance Hospital asking to speak to a management member as losing a part order that takes 3 months to produce was unacceptable to me. I was informed by the call agent that she would have someone call me. but do you think anyone did? You guessed it! NOPE! It took me THREE calls to them before I actually was able to speak to someone in a supervisory capacity who informed me that the best she could do was to expedite the order and have it drop shipped to my home.
Fast forward to today 4/11/2022. FIVE more MONTHS later and good 'ol Dwayne arrived again to install the second door. Once again, he indicated that the door had an incorrect water line connector. At this point I am livid, and I questioned his ability to actually replace the part. I mean seriously! The manufacturer sent not one, but TWO doors and he claims neither one of them were manufactured correctly? Apparently, the smelly Smoking Man did not take too kindly to my questioning his technical capabilities as he turned around in a huff and left. I started recording the exchange to ensure accuracy and that, apparently, set him off even more.
Within 10 minutes I receive a call from Steve Merriam, the owner, who stated that I needed to call Whirlpool directly as they refuse to deal with me further. So, I'm thinking - GREAT! Now I can get a QUALIFIED technician out here to replace this door. And that's exactly what I did. I have a different tech from a different company heading to my home in a few weeks to get this door replaced. Whirlpool does NOT believe that the part has been incorrectly manufactured and they are sending a senior tech out instructing them to contact Whirlpool techs directly if they need any assistance installing the door.
NOW THAT IS CUSTOMER SERVICE!
UPDATE 5/9/2022
This story keeps getting better.
After Appliance Hospital placed me on their Do Not Service list I was able to get a qualified tech from TNR Appliance out here to fix this ice maker.
This tech started the triage from scratch and, UNLIKE Dwayne from Appliance Hospital, he took apart the ice cube compartment, where we could immediately see the issue. There were two wire connectors that had somehow managed to jiggle apart. He simply had to connect the wire components back together and VIOLA! PROBLEM SOLVED. There was no "short" in the door as Dwayne obviously did NOT take apart the ice cube compartment, which should have been the first thing he did as the issue was WITH the ice cube maker. WTH?!
That said, even if TNR would have had to install the new door, they indicated that they would have had no issues doing so. Dwayne, on the other hand, could not figure out how to do it and simply tried blaming the manufacturer of the door.
Sadly, when the owner called to tell me they placed me on their Do Not Service list he indicated that Dwayne was one of their best techs. To that I now have to say ARE YOU KIDDING ME as, based on my experience, he is completely incompetent. If they consider the caliber of Dwayne’s work to be “one of their best” one can only imagine the quality of their other techs.
It does not take a rocket scientist to figure out why this company has horrible reviews and an even worse reputation.
We have reported all issues to American Home Shield which is the extended warranty company responsible to address service issues with Ms [redacted] We agreed to refund $even though that covered work for a wall oven We will not accept responsibility for part failures resulting in product functionality or being available to allow access for a service visit We understand that delays in repairs occurred because of incorrect parts being supplied by GE through their authorized part supplier and have documented with pictures the concern During one visit and on disassembly, we found and noted that the left side slider rail for the freezer was already broken and all ball bearings came out during removal...our technician did not break it We also show replacing the slide rail to resolve the issue on 4/7/ Since Ms [redacted] does not wish for us to return, her warranty company will take care of any service issues; she just needs to contact them Our last visit was on 4/7/and we were advised that a new issue arose with her water dispenser on 6/3/16, but Ms [redacted] did not wish for us to serve her I am unable to address light bulb issues since they are items that wear out and must be replaced periodically It would seem that we have made a refund to satisfy this complaint where it involved another product repair and almost months went by before another issue came to light Calling their warranty company should result in taking care of the current service issue and unclear why this has not yet been done to restore proper function of their refrigerator Steve
We have spoken and left messages with Mr [redacted] and attempted to advise him on how to resolve his open invoice The previous work performed in May was under his extended warranty and was no charge to him Our guarantee only applies to parts paid for by the consumer Our contract with his extended warranty company comes with a day guarantee Mr [redacted] 's extended warranty expired on May 15, and we do not believe he renewed this contract, but asked him to contact them to validate, and if renewed have them provide us with payment At this time our invoice is valid and payment is expected...we will however make an offer for customer satisfaction to remove the cost of the part and he would be responsible for the labor, trip and diagnosis of $ Thank you, [redacted]
Complaint: [redacted] 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 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 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: 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? 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? 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, [redacted]
We take these issues very seriously and always take responsibility when we cause issues In this case we were advised that our technician caused a 4" scratch in the floor on a visit on 7/8/ However, we noted a scratch prior to work being performed on a visit on 6/3/ The scratch also does not match any work we would have performed and does not align with the leveling leg and we only moved the product approximately 2" during the course of our serviceBecause we do not believe we caused this issue our service manager advised the customer to contact their home owners insurance and if they investigate and find us liable even after reviewing our documentation, we would deal with the claim We do not feel that we can serve the [redacted] with this pending issue...if we are not responsible we would gladly continue to service the [redacted] and resolve their repair need Their refrigerator has had some service challenges The [redacted] are welcome to contact me directly if we can move past the flooring issue and I would be happy to solve the current repair need Steve - ext***
Mr [redacted] called or company on 6/13/stating he needed a new unit After finally receiving the proper product information Mr [redacted] was advised that the manufacturing date stated the products were made in and was provided an estimate On 6/30/Mr [redacted] called and approved the estimate and we promptly ordered the product Products were received and Mr [redacted] specifically requested one of our technicians that arrived on 7/21/and replaced the product Mr [redacted] 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 [redacted] 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 [redacted] Mr [redacted] 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 [redacted] was subsequently sent billing invoices times and a phone call to settle the outstanding balance before going to collections on 3/3/ Mr [redacted] 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 $ I have submitted this complaint to Insinkerator to see if they will reevaluate the issue for Mr [redacted] to settle the amount owed us ***
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 [redacted] Our service manager did call Ms [redacted] ’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/ We had no options to improve the speed of repair without part availabilityWe encouraged Ms [redacted] to contact Whirlpool during this process Unfortunately this complaint should have been directed to the manufacturer We trust Ms [redacted] 's product is working satisfactorily since our repair Steve
Complaint: [redacted] I am rejecting this response because: As stated previously, the technician ran the washer to test the machine's malfunction In the process of testing and diagnosing the issue, the washer was operated During this span of time, the technician had ample opportunity to view the slow but steady leak The connections, in fact, were given a "thumbs up" at the end Ordinary and prudent care would have detected the leak (This is also not a first time for this scenario for company.)Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Yes, I am out the $call fee so I will gladly accept the $back from Appliance Hospital as I have to pay the new company a $call feeBut: The technician broke TWO refrigerator lights, one in the freezer, one in the refrigeratorI would like those either replaced by the company and shipped to me, OR refund the approximate cost of $for the two Over the past months I have lost at least $worth of foodI have a crisper tray with frozen avocados, lettuce, and other produceThe cheese is frozen in the deli drawerThere is also food frozen in the main refrigerator (non usable) as the temperature fluctuates between to degrees FI would like to be compensated for lost food In addition the tech dented the center support by hammering it to break something loose (I don't know what), so it looks like *** None of the above even BEGINS to compensate for the 4-hours I had to be here with the tech during each visit, for each of the five service calls, nor the time it took to load and unload the refrigerator and freezer each time And the refrigerator STILL isn't repaired! If the above isn't resolved, I am happy to address this in Small Claims Court.Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: The invoice from the April work clearly stated that the parts and labor were warranted for one year. (No caveats) It was only after the September identical repair was completed and the no charge invoice was received---that the Appliance Hospital decided that there would be a charge and subsequently notified me of the charge. When the email with the charge was submitted to me---a person by the name of Andrew left me a message to that effect. On hearing the message, I immediately returned the call and spoke with "Tony". The crux of the conversation with Tony and my follow up call to Francinie are covered in my original complaint. The invoice clearly stated that parts and labor were guaranteed for one year. I asked The Appliance Hospital to return with that thought in mind. I also told them that the symptoms being experienced in September 2016 were identical to that in April 2016. I had no knowledge that I would be billed for this work until after the work was completed and a no charge invoice was received. I believe that Appliance Hospital should just honor their warranty as stated on their invoices. Sincerely, [redacted]
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 meSincerely, [redacted]
Complaint: [redacted] 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 doing. 2. When 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 price. That never happen because I was never ever told about a charge till few months after the service date. When 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 me. In 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 [redacted] < [redacted] @appliancehospital.com> Feb 13 at 2:40 PM To [redacted] @yahoo.com Hide PhotosAH logo[1].png Download AllMessage body ***,Here is the serial # of the Original Faucet [redacted] Here is the Serial# of the Original Hot Water Dispenser [redacted] Insinkerator's number 800-558-5700.Our Invoice # is [redacted] Hopefully this will be of assistance in your correspondance with Insinkerator.Thanks, Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: their accusations of us saying we "blame" them is incorrectThey did not fix the task at hand there for there should have been a refunded which they did not want to do at first Sincerely, [redacted]
If I could give this company negative stars I would. The boatload of negative reviews should say it all, but I'll add my story to the long list. It should be noted that, while they claim to have been in business since 1947, they only obtained a “B” rating with the Better Business Bureau and are NOT accredited. Things that ma you say “hmmmmmmm……”.
I should start my story by stating that I did not hire this company as my Whirlpool refrigerator was under warranty. I would NEVER hire this company on my own volition.
That said, my story begins on 6/5/21 - almost one year ago when my 9-month-old $2800 Kitchenaid refrigerator stopped making ice. Maybe for some people this is not a big deal, but I use over a gallon of ice every day, which is why I made sure to purchase a fridge that made ice.
Appliance Hospital sent Dwayne to assess the damage on 6/10/21, who reeked so much of cigarette smoke that I had to spray Lysol in my home after he left to try to get rid of the smell. The cigarette burn hole on the shoulder of his work jacket was a classy touch. Those of you reading this is this the caliber of technician that YOU want coming into your home?
He triaged the issue to stem from a short in the freezer door and had to replace the entire door. As luck would have it, the doors are not kept anywhere in stock and must be made to order at the factory taking up to 3 months to be shipped. I understand that this is outside of the control of Appliance Hospital, but I still expected follow-up from this company to keep me abreast of the part order.
Three months later on 9/10/21 the part came in and Dwayne returned to replace it only to inform me that they Whirlpool sent the wrong part as the water line did not have the correct connector to connect to the fridge, so they had to order yet ANOTHER door! I said I want guarantee that the next door would be built correctly, which Dwayne said he had no control over. I said I wanted to speak to someone in management who could get involved in this order and ensure of the proper build, to which Dwayne stated he would relay the message. Of course, I never heard anything back as customer service is not this company's forte to say the least. To put a cherry on this cake I noticed upon their departure that their work van dripped oil on my driveway.
FIVE MONTHS later on 11/17/21 I had not heard anything more about this door so I called Appliance Hospital for an update. At that time, I was informed that the order WAS LOST (WTH?!) and that it had only recently been ordered on 11/5/21! Keep in mind that these doors take 3 months to manufacture so for the entire 5 months that I had been waiting for this door the door the order had never placed! No follow-up was conducted by Appliance Hospital to check on the status of the part. No follow-up was done with me. They simply did NOTHING.
By this time, I am MAAAAAD. So, once again I called Appliance Hospital asking to speak to a management member as losing a part order that takes 3 months to produce was unacceptable to me. I was informed by the call agent that she would have someone call me. but do you think anyone did? You guessed it! NOPE! It took me THREE calls to them before I actually was able to speak to someone in a supervisory capacity who informed me that the best she could do was to expedite the order and have it drop shipped to my home.
Fast forward to today 4/11/2022. FIVE more MONTHS later and good 'ol Dwayne arrived again to install the second door. Once again, he indicated that the door had an incorrect water line connector. At this point I am livid, and I questioned his ability to actually replace the part. I mean seriously! The manufacturer sent not one, but TWO doors and he claims neither one of them were manufactured correctly? Apparently, the smelly Smoking Man did not take too kindly to my questioning his technical capabilities as he turned around in a huff and left. I started recording the exchange to ensure accuracy and that, apparently, set him off even more.
Within 10 minutes I receive a call from Steve Merriam, the owner, who stated that I needed to call Whirlpool directly as they refuse to deal with me further. So, I'm thinking - GREAT! Now I can get a QUALIFIED technician out here to replace this door. And that's exactly what I did. I have a different tech from a different company heading to my home in a few weeks to get this door replaced. Whirlpool does NOT believe that the part has been incorrectly manufactured and they are sending a senior tech out instructing them to contact Whirlpool techs directly if they need any assistance installing the door.
NOW THAT IS CUSTOMER SERVICE!
UPDATE 5/9/2022
This story keeps getting better.
After Appliance Hospital placed me on their Do Not Service list I was able to get a qualified tech from TNR Appliance out here to fix this ice maker.
This tech started the triage from scratch and, UNLIKE Dwayne from Appliance Hospital, he took apart the ice cube compartment, where we could immediately see the issue. There were two wire connectors that had somehow managed to jiggle apart. He simply had to connect the wire components back together and VIOLA! PROBLEM SOLVED. There was no "short" in the door as Dwayne obviously did NOT take apart the ice cube compartment, which should have been the first thing he did as the issue was WITH the ice cube maker. WTH?!
That said, even if TNR would have had to install the new door, they indicated that they would have had no issues doing so. Dwayne, on the other hand, could not figure out how to do it and simply tried blaming the manufacturer of the door.
Sadly, when the owner called to tell me they placed me on their Do Not Service list he indicated that Dwayne was one of their best techs. To that I now have to say ARE YOU KIDDING ME as, based on my experience, he is completely incompetent. If they consider the caliber of Dwayne’s work to be “one of their best” one can only imagine the quality of their other techs.
It does not take a rocket scientist to figure out why this company has horrible reviews and an even worse reputation.
We have reported all issues to American Home Shield which is the extended warranty company responsible to address service issues with Ms [redacted] We agreed to refund $even though that covered work for a wall oven We will not accept responsibility for part failures resulting in product functionality or being available to allow access for a service visit We understand that delays in repairs occurred because of incorrect parts being supplied by GE through their authorized part supplier and have documented with pictures the concern During one visit and on disassembly, we found and noted that the left side slider rail for the freezer was already broken and all ball bearings came out during removal...our technician did not break it We also show replacing the slide rail to resolve the issue on 4/7/ Since Ms [redacted] does not wish for us to return, her warranty company will take care of any service issues; she just needs to contact them Our last visit was on 4/7/and we were advised that a new issue arose with her water dispenser on 6/3/16, but Ms [redacted] did not wish for us to serve her I am unable to address light bulb issues since they are items that wear out and must be replaced periodically It would seem that we have made a refund to satisfy this complaint where it involved another product repair and almost months went by before another issue came to light Calling their warranty company should result in taking care of the current service issue and unclear why this has not yet been done to restore proper function of their refrigerator Steve
We have spoken and left messages with Mr [redacted] and attempted to advise him on how to resolve his open invoice The previous work performed in May was under his extended warranty and was no charge to him Our guarantee only applies to parts paid for by the consumer Our contract with his extended warranty company comes with a day guarantee Mr [redacted] 's extended warranty expired on May 15, and we do not believe he renewed this contract, but asked him to contact them to validate, and if renewed have them provide us with payment At this time our invoice is valid and payment is expected...we will however make an offer for customer satisfaction to remove the cost of the part and he would be responsible for the labor, trip and diagnosis of $ Thank you, [redacted]
Complaint: [redacted] 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 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 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: 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? 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? 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, [redacted]
We take these issues very seriously and always take responsibility when we cause issues In this case we were advised that our technician caused a 4" scratch in the floor on a visit on 7/8/ However, we noted a scratch prior to work being performed on a visit on 6/3/ The scratch also does not match any work we would have performed and does not align with the leveling leg and we only moved the product approximately 2" during the course of our serviceBecause we do not believe we caused this issue our service manager advised the customer to contact their home owners insurance and if they investigate and find us liable even after reviewing our documentation, we would deal with the claim We do not feel that we can serve the [redacted] with this pending issue...if we are not responsible we would gladly continue to service the [redacted] and resolve their repair need Their refrigerator has had some service challenges The [redacted] are welcome to contact me directly if we can move past the flooring issue and I would be happy to solve the current repair need Steve - ext***
Mr [redacted] called or company on 6/13/stating he needed a new unit After finally receiving the proper product information Mr [redacted] was advised that the manufacturing date stated the products were made in and was provided an estimate On 6/30/Mr [redacted] called and approved the estimate and we promptly ordered the product Products were received and Mr [redacted] specifically requested one of our technicians that arrived on 7/21/and replaced the product Mr [redacted] 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 [redacted] 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 [redacted] Mr [redacted] 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 [redacted] was subsequently sent billing invoices times and a phone call to settle the outstanding balance before going to collections on 3/3/ Mr [redacted] 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 $ I have submitted this complaint to Insinkerator to see if they will reevaluate the issue for Mr [redacted] to settle the amount owed us ***
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 [redacted] Our service manager did call Ms [redacted] ’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/ We had no options to improve the speed of repair without part availabilityWe encouraged Ms [redacted] to contact Whirlpool during this process Unfortunately this complaint should have been directed to the manufacturer We trust Ms [redacted] 's product is working satisfactorily since our repair Steve
Complaint: [redacted] I am rejecting this response because: As stated previously, the technician ran the washer to test the machine's malfunction In the process of testing and diagnosing the issue, the washer was operated During this span of time, the technician had ample opportunity to view the slow but steady leak The connections, in fact, were given a "thumbs up" at the end Ordinary and prudent care would have detected the leak (This is also not a first time for this scenario for company.)Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Yes, I am out the $call fee so I will gladly accept the $back from Appliance Hospital as I have to pay the new company a $call feeBut: The technician broke TWO refrigerator lights, one in the freezer, one in the refrigeratorI would like those either replaced by the company and shipped to me, OR refund the approximate cost of $for the two Over the past months I have lost at least $worth of foodI have a crisper tray with frozen avocados, lettuce, and other produceThe cheese is frozen in the deli drawerThere is also food frozen in the main refrigerator (non usable) as the temperature fluctuates between to degrees FI would like to be compensated for lost food In addition the tech dented the center support by hammering it to break something loose (I don't know what), so it looks like *** None of the above even BEGINS to compensate for the 4-hours I had to be here with the tech during each visit, for each of the five service calls, nor the time it took to load and unload the refrigerator and freezer each time And the refrigerator STILL isn't repaired! If the above isn't resolved, I am happy to address this in Small Claims Court.Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: The invoice from the April work clearly stated that the parts and labor were warranted for one year. (No caveats) It was only after the September identical repair was completed and the no charge invoice was received---that the Appliance Hospital decided that there would be a charge and subsequently notified me of the charge. When the email with the charge was submitted to me---a person by the name of Andrew left me a message to that effect. On hearing the message, I immediately returned the call and spoke with "Tony". The crux of the conversation with Tony and my follow up call to Francinie are covered in my original complaint. The invoice clearly stated that parts and labor were guaranteed for one year. I asked The Appliance Hospital to return with that thought in mind. I also told them that the symptoms being experienced in September 2016 were identical to that in April 2016. I had no knowledge that I would be billed for this work until after the work was completed and a no charge invoice was received. I believe that Appliance Hospital should just honor their warranty as stated on their invoices. Sincerely, [redacted]
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 meSincerely, [redacted]
Complaint: [redacted] 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 doing. 2. When 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 price. That never happen because I was never ever told about a charge till few months after the service date. When 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 me. In 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 [redacted] < [redacted] @appliancehospital.com> Feb 13 at 2:40 PM To [redacted] @yahoo.com Hide PhotosAH logo[1].png Download AllMessage body ***,Here is the serial # of the Original Faucet [redacted] Here is the Serial# of the Original Hot Water Dispenser [redacted] Insinkerator's number 800-558-5700.Our Invoice # is [redacted] Hopefully this will be of assistance in your correspondance with Insinkerator.Thanks, Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: their accusations of us saying we "blame" them is incorrectThey did not fix the task at hand there for there should have been a refunded which they did not want to do at first Sincerely, [redacted]