Appliance Repair Experts

Initial Business Response / [redacted] (1000, 5, 2016/02/16) */ Per customer contract not being with us but with his home warranty, his purchase agreement says to contact AHS not us for serviceParts typically take 3-business days but, if they are not available we can not get them until they become available and this is out of our controlThe customer has a home warranty provider that they can turn to in these occurrences that can offer them some different options but we as an appliance company can only go so farWe are sent out by AHS to service and repair appliance and if parts are available repairs are done right awayWith this customer we were dealing with a back order issueWe are not holding his parts hostage and purposely not repairing his unitWe also would like this job to be completed as we do not get payed either until the job has been closedOur office staff is in no means not repairing this because we simply don't want to but, the parts were not availableThe part has been checked into our system today 02/16/and we have all parts in and the job is ready to be completed

2913 Avenue W, suite 1299A
Brooklyn, NY 11229

(347) 4712272

https://www.appliancerepairexpertsny.com/

Mon - Sun 7:30am - 9pm

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Description:

Since 1993, APPLIANCE REPAIR EXPERTS Company has been specifically focused in serving Brooklyn and Staten Island areas and has provided dependable service to our customers.

APPLIANCE REPAIR EXPERTS Company has made a commitment to provide the most reliable and dependable service to our customers, while providing some of the most reasonable rates in the industry. We provide fast repairs on all makes and models of household appliances. Licensed, insured and with many years of skillful repairs.

Our technicians are well experienced, reliable and have many years of field work behind them. They are highly qualified to service the majority of brands and appliances.

In addition to our service expertise we maintain a large inventory of replacement parts that we can repair your appliance promptly and during the initial service call.

We work within your schedule and provide you with a quality service and same day service on most orders.

Keywords:

Appliance Repair, washer repair, dryer repair, refrigerator repair, dishwasher repair, oven repair, stove repair, range repair, Brooklyn, NY.

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I am rejecting this response because:That is not what happened The Technician told us the unit was unrepairable and would report that to the home warranty company He said nothing about a "wire harness" It makes no sense that they would return a non working microwave to us just to make yet another service call to our home at a later date attempt another fix when they had the unit at their shop It is obvious they are lying just by their own statement

We work with Electrolux for products that are under manufacture warrantyWe tried to explain the situation to the customer many timesThe warranty covers units that are under warranty and fail due to wear and tearSo, they cover things that breakThe customer called us stating that they
have a gas range that needed to be converted from gas to propaneA conversion is not a repairThey were told that our service fee was $and we would come out and give them an estimate on how much it would cost to convert there unitThis once again, is not a repair but a modification that warranty does not coverThey bought a gas range but have a propane connectionI informed the customer that if she wishes we can refund her money for the parts but not the service fee as our technician will need to be payed for his time out to the propertyUnfortunately she got vulgar and hung up the phoneElectrolux does cover her unit, her brand new unit is under warranty for any failuresA conversion, once again is not a failureHer husband called us on a COD basis, cash on deliveryHe was informed of the service feeThis is not a warranty "repair," therefore, not coveredThe warranty did tell them the unit was covered and we also told them is itOnce again, it is covered for Repair onlyWe can only refund what was payed for parts as we are not performing the modification but, we will not refund for our time out and the $that they agreed to pay for our diagnosis. ***, Office Manager

I am rejecting this response because:*** is once again not informed of the situation and does not have the facts. The facts are that our unit was already converted prior to their service repair coming out and that is why it was covered under warranty. I called Electrolux and the representative *** and I were on a three way call with Luciano at Appliance Repair Experts. *** informed him that our unit WAS under warranty and she gave him the work order number and told him how to submit for the repair under warranty. Unfortunately I am not familiar with this line of repair so I can not recall the exact way to do it, but I could call them again if needed. This should not be my job. This should be the company who is supposed to repair our unit. *** got on the phone and started yelling at me and would not listen to anything I said. To be heard over her yelling I had to raise my voice and told her that she provided "horrendous customer service" and that I would be hanging up the phone. I guess that is vulgar language according to her. Looking at the yelp reviews for this company I see that I am not the only person they treat this way. They charged my husbands credit card for a $part that was never installed or ordered. This was never refunded. Most likely the part was not even needed. They clearly do not know what is going on and do not know how to repair our unit. I am disgusted by how much of my time this has taken with no resolution. ***

Initial Business Response /* (1000, 5, 2016/02/16) */
Per customer contract not being with us but with his home warranty, his purchase agreement says to contact AHS not us for service. Parts typically take 3-5 business days but, if they are not available we can not get them until they become...

available and this is out of our control. The customer has a home warranty provider that they can turn to in these occurrences that can offer them some different options but we as an appliance company can only go so far. We are sent out by AHS to service and repair appliance and if parts are available repairs are done right away. With this customer we were dealing with a back order issue. We are not holding his parts hostage and purposely not repairing his unit. We also would like this job to be completed as we do not get payed either until the job has been closed. Our office staff is in no means not repairing this because we simply don't want to but, the parts were not available. The part has been checked into our system today 02/16/2016 and we have all parts in and the job is ready to be completed.

Good afternoon, We had originally taken the customers microwave for repair into our office. On 12/21/2017 our technician returned the microwave to the customers home and let them know that the unit was still not repaired and he would speak to his supervisor to see if anything else could be done or...

if the unit is non repairable. On 12/22/2017 the supervisor said that there is a short in the wire harness and that if we can locate that wire harness we will be able to replace it and the unit would work. American Home Shield ( the customer warranty) called us to confirm we were on part search for the wire harness. On January 10th, the customer called and we informed her that her wire harness for the unit will be arriving by the end of the day, she called for an update. She then says that she disposed of the unit because the technician had told her it was un-repairable. We did not say it was not repairable but that it had not been repaired when we had it in our office and unfortunately it seems like it was a miss communication and the customer disposed of the unit. If the unit were un-repairable, we would inform the customers insurance, not the customer as the insurance would then decide how to proceed. The unit was brought back to the home even though the repair had not been completed because we only brought it in to replace a part and the customer had an appointment for the unit to be returned and if we needed an additional part if we were able to repair it, the repair would have been done at the home. The technician also asked if we could leave the unit in the garage so that it did not need to be taken out again if there were additional parts that were needing to be replaced. I do understand the frustration but, it seems like a loss in translation and it is up to the insurance to decide what takes place next.   [redacted], Office Manager Appliance Repair Experts