Appliance RX

Mr***, Im sorry about the issues you are bringing up I would like to explain the process again so maybe you can better understand You have a home warranty contract, that company dispatches a repair ticket We schedule and come out to diagnose the problem your having From there, if parts are needed, per contract they are to be supplied by your home warranty company parts were ordered for your repair and unfortunately they were having to ship in We have to allow a certain time frame for the supplier to pack and ship and shipping time That gave your parts an eta of 4/ We try to explain that just because we put that eta on it, doesnt mean we wont receive it sooner and be able to schedule return trip for installation And Im not sure where the misunderstanding comes in about possibly not being able to get your parts The parts needed were in stock and ordered and you were given an etaYour parts were received later in the day after you spoke to our office and we didnt schedule an install because you said you had it repaired already And I dont understand the comment that we couldnt repair the unit and had wrong partsWe were not given the opportunity by you to do the repair I do apologize that you have been upset by thisI apologize that parts were not available in a shorter time frame Parts are out of our control when repair is done thru your warranty companyThey supply parts per contract in order to keep cost down to pass along to their customers If you have further questions or concerns I will be happy to answerThank you,Appliance Rx

I strongly disagree with the response of the businessit actually indicates that my letter was not thoroughly read and my complaint was not understood My response to each of the statements from the business in their most recent response is as follow:Re 1: The statement that the drain pump and the dishwasher was never the issue is not correctThat was the claim to the insurance and the reason why the company owner came to the houseOf course, it was on the work order but Appliance RX is entirely missing the point because they did not read my complaint and response properly or purposely ignore what I statedAgain, my complaint against Appliance RX is not that the dishwasher is not working properly but in my first rejection it is clearly stated that "my complaint against Appliance RX is how they conducted their work, the conclusions which were drawn based on a rapid, non-comprehensive and poor work, the condition how they left the dishwasher after completion of the work as well as the late arrival without notifying me about it"But and also again, the drain pump was not the first thing the owner (Technician) checkedHe checked the pipes after the drain pumpBut, if he knows what is wrong with the dishwasher and could have fixed it why didn't he try to correct itHe even said during the inspection that the drain pump is still working but does not pump out the entire amount of waterWhy didn't he pulled out the dishwasher and looked where the debris was exactly clogging the drain pipe and fixed it by removing the debrisAt that point he didn't know that American Home Shield would deny the claimHe never called them and askedThe insurance denial was made days laterIf he knew that American Home Shield would deny the claim at that time why didn't he say soHe just took my check, said that he would call the insurance company to get the approval of the pump purchase, be back in a few days to install the pump and left the house hastilyThe entire response in Point of Appliance RX indicates their customer oriented serviceHe knew and could have fixed it but didn't because American Home Shield denied the claim, which he could not have know at that timeAnd if he knew why was he then giving a wrong statement?Re 2: I did not say that I was unaware of debrisI was told by the owner (technician) that the reason for the drain pump not pumping properly is supposedly debris and, therefore, I was aware of the potential reasonHowever, I was not shown any debris and in particular the glass pieces the Technician claimed that he foundHe never showed me these pieces but after he made that statement he just collected the check and left hastilyAfter he left I checked the dishwasher, the area around the dishwasher and the garbage but could not find any debrisI questioned the technician but never argued because I relied on the statement of the technician trusting that he knew what is was doing and saying and that he operates his business to be customer oriented and assisting the customerObviously, I was wrong with all my assumptions and he works selfishly only to make fast money without caring about his customers.Re 4: I denied the second opinion because the representative at American Home Shields informed me that I do have to pay for the second opinionThe Technician or anybody from Appliance Rx was not part of that telephone conversation and they do not know what I was told.Re 5: The appointment was scheduled between - PMHowever, even if it would have been between - PM it would have be lateI would say even worseThe technician arrived at 5:PM, which is not within the provided time frame but "LATE"I called Appliance RX at 3:PM asking about the technician and the technician called my wife's phone at 5:PM informing her that he is running late but be there in minutesI call that late and not within the time framePhone records exist and can be provided as proveThe statement that the technician arrived within the time frame is simply not correct.Re 6: Of course, Appliance RX can not control what the insurance company chooses to deny or accept but it is my opinion as a mechanical engineer running my own customer oriented business that more could have been done to assist in resolving the issue with the dishwasherAt the time the technician left he did not know the insurance companies decision but made me belief that the insurance company would cover the claimNo serious attempt was made to check the drain pipes and the remove any debrisAppliance RX's statement is just made to provide an easy way out Overall, I interpret most of the statements of the business as excuses and they do not represent a satisfying answerThey do not address the actual complaint and the poor work performance and why the dishwasher was left in a worse shape than before the inspectionThe owner of Appliance RX incorrectly re-installed the preliminary screen and broken off a plastic piece of the water pipe above it by jamming the screen underneath itI provided prove by submitting a picture but because Appliance RX ignored and never addressed that complaint in there response it is doubtful that the picture I submitted in my first response was ever looked at by Appliance RX Regards, [redacted]

Good Afternoon, I apologize, there was confusion on this, so apologize for the late replyIn response to the complaint, unfortunately this work order is thru a warranty company Warranty companies have their own contracts with homeowners for what is covered and what is not Upon doing evaluation of the unit we found debris in the pump had caused the failure to the part According to the warranty company contracts, this is not ware/tare for this and not a covered item Had the part gone bad due to ware/tare, it would have been a covered item I do understand the customers frustration, honestly, I do This is not under our control howeverThe tech did clear the debris he could and my suggestion would be for the customer to call their home warranty company and possibly ask for a second opinion or speak with their customer service representative Had this been a job outside of warranty, we would have just replaced the part and charged accordingly And sadly, we cant refund the service fee set forth by the warranty company I wish there were more to offer but we have to follow contract guidelinesPlease feel free to let me know if there are any other questions at this timeThank you for your time[redacted] Owner-Appliance Rx

Thank you for your email and letting me know about the response from Appliance RXI reviewed the response and disagree in some of the made statements It is correct that the work was performed based on an insurance claim and that the insurance rejected to cover the repair because of the findings of Appliance RXHowever, my complaint against Appliance RX is how they conducted their work, the conclusion which were drawn based on the rapid, non-comprehensive and poor work, the condition how they left the dish washer after completion of the work as well as the late arrival without notifying me about it The work was scheduled on a Friday with arrival of the technician, which by the way, was the owner of Appliance RX, between – PMOnly after my inquiry after at around 4:PM, I was informed that the technician was running lateHe finally showed up at 5:PM The work consisted out of checking blockages in the drain pipes and an inspection of the drain in the dish washer of the first screenThe pump itself was never inspected The pump is still functionalIt partially drains the water out of the dish washer but not the entire amount and leaves some residual water in the dish washerThe drawn conclusion that the pump is bad is disputable and should have been checked further by pulling the dishwasher out and dismantling the pumpIf debris is clogging the pipe before the pump or the entrance to it, the problem perhaps could have been corrected by removing the debrisThis was never done but only the opening in front of the first screen filter was inspected The statement of the debris caused the pump to fail itself is disputable and I disagree since the technician never showed me any debris (broken glass pieces) that he supposedly found and removed Actually, it was nowhere to be found in the house, including the garbage can His disputable and not proven statement of the debris was reason for the insurance company to decline my claim and accusing me of being not clean and mistreating the dishwasher, which was operating perfectly since 12+ yearsI did refuse a second opinion of the dish washer because the insurance company was asking for another inspection fee of USD, which would have been overall USD out of my pocket to find out if the repair was covered or not without having yet started any repairFor that amount I could have had the pump replaced without an insurance, in case it really is broken, since the pump itself is a USD item For the inspection of the first screen filter a preliminary, coarse screen had to be removedAfter the inspection the preliminary plastic screen was not only re-installed hastily and incorrectly (wrong direction and not clipped back in as shown in the attached picture) but also a plastic piece for clipping in the water pipe to the upper water spray was broken off by jamming the screen underneath that pipe (also shown in attached picture) All of a sudden he left my house in a hurry to obviously drive to the bank depositing my check before bank closure at PMThe overall time of the technician spent at my house was about min and the check was deducted from my account on Saturday morning (next day) One could assume and draw the conclusion that the entire inspection was done unprofessionally and hastily and the drawn conclusion are not correct since the pump is still operating and based not on prove but pure speculationAn attempt to further investigate and correct the issue was never done based on my assumption that it was late on Friday evening and that would have taken to longIt was easier and perhaps more lucrative to request a new pump and replace the pump at a later dayPlus, the dishwasher was left in a worse shape by putting the screen in incorrectly and braking off a plastic clip for a pipe connectionOverall, an unprofessional job performance, not customer oriented, and simply fast money made by a repair company without doing anything With best regards, [redacted]

Reply to complaint by Mr [redacted] , We were at the home twice, once for diagnosis, ordered a door gasket that was on backorder and then returned to the home for the installation of the part Mr [redacted] placed a recall work order with the home warranty company stating the unit was still leaking We tried to contact the customer to set an appointment to look at the unit again and was not able to get in touch with him and didn't receive a return call to set up a time I apologize for any issues he has had We were not given the opportunity to go back and recheck the unit in question Thank you

Complaint: [redacted] I am rejecting this response because: the reason that I called someone else out to fix the washer is because no one at at appliance RX would give me a date certain for the repair Multiple inquiries were ignored Further it is not speculation on my part regarding the part because I was told by the technician that only part was defective I was also told by the technician that any needed parts would have to be sent by the warranty company it had already been proven that there is a substantial delay in getting parts that way You can spin it any way that you want, but it is had to be extraordinarily unsatisfactory for me to contact the Revdex.com Regards, [redacted] ***

The response from Appliance RX is not the truth. They initially came out to my house on Nov 30, 2015 and could not diagnose the leak but said they would just replace everything that could leak. The service order copy I have from them states a kit containing a drain hose, pump gasket and door gasket. A month later we still had not heard back from Appliance RX despite several calls and messages. We finally called the home warranty company who was able to reach them and let us know the parts were nearly in and that Appliance RX would be calling us to set up a time to install them, even gave us a cell phone number for them in case we had trouble reaching them. They finally came out in January or early February to replace the parts and were finished in less than 30 min. Everything was fine until we discovered that water was leaking in May. We called another company to come look at it this time and was told within 5 minutes that the leak was from the drain hose. The drain hose was not the correct hose and was not installed correctly. There was a long scratch on the cabinets inside where the metal clamp (already rusted) they used to attach the hose scraped as it was put back in place. They also busted out a wider hole in the back of the dishwasher to accommodate this incorrect hose. We not hear the hose clanking around while the dishwasher runs.The second company ordered the correct hose and came back 8 days later and installed it properly. Worst of all, the cabinets were wet and moldy underneath and there was mold on the sheet-rock. I immediately called the home warranty company and Appliance RX. I was told the owner would call be back but he never did. I was also told that they did not have any copies of any paperwork related to my repair. The home warranty company also stated that nothing had been turned into them. I have left Appliance RX between 5 and 10 voice mails over the past 2 months trying to discuss this matter and they have not returned my calls nor the calls of the home warranty company. I've received a couple of quotes on the repairs for approximately $4,000 and have chosen a company to begin the work of replacing the cabinets and sheet-rock in early August. If Appliance RX has not reached out to me by that point to discuss the damage then I will take them to small claims court to recover the costs. The problem was obvious to the second technician that came out. This hose should have never been used and he explained thoroughly why the proper hose must be attached the proper way. If you do your own research of this company online you will find that there is absolutely no positive feedback for them. Regards, [redacted]

I have given report of what our company repaired, the warranty company also has a reportThey receive reports verbally and have had the report for some time now Again, our company was not given the opportunity to re check the unit once the recall was placed

The customer has me confused with another vendor. We provide balloon decorations, not lighting; and, we have not been located in DC since 1996.

Appliance Rx has received and thoroughly read the response provided by the customerWe do understand the customer complaints and reason for being upsetWe apologize that the customer was not happy with our serviceHowever as we stated in previous responses, there is nothing more we could have doneWe are contracted through American Homesheild and have rules and guidelines we have to follow.First, we do not know for sure what the warranty company will choose to deny or approve regrading the repairsThis is the reason we did not just fix the problemYes the technician did know how to fix the issue and could haveTo answer the customers question, "if we knew how to fix it, why didn't we"? The repair has to be approved by the warranty companyIf the repair would have been approved then yes we would have went back to the home and fixed the issueSince the repair was denied we were not able to do anything further as it would have voided the customers contract with the warranty companySecond, No we did not hear the conversation between the warranty company and the home owner but we have been contracted through American Home shield for two years and have never heard of a customer having to pay for a second opinionWe are not saying the customer is a liar or that they didn't tell him that, we have just never heard of thatThird, regarding the quality of work, we do not now nor have we ever not checked out an appliance thoroughly just for a quick buckWe apologize that the customer felt that way but as we have stated not only was the technician our head technician but also the owner of the companyHe has been in the line of work for years and is fully aware of what he is doing and has the proper knowledge to be able to sometimes make a quick diagnosis and figure out the problem at handWe were not looking to pull one over on anyone or take anyone's money. Most of the complaints were involving things that were out of our controlWe apologize the customer didn't have a good experience with our company but again there is nothing more we can doAPPLIANCE RX

Complaint: ***
I am rejecting this response because:the reason for the comment that the wrong parts were ordered is because the actual fix (which I had to contract for separately) required additional parts to what was ordered If I had waited another week or more for Appliance RX to finally fix (but not really) the washer with the parts that they ordered, it would not have worked Therefore there would have been another delay while I waited for them to order another part If it took the same amount of time to get the second part, it would have been at least month to get the washer fixed
Regards,
*** ***

In response to email. We were out to the home twice, once to diagnose and once to install parts. The drain hose was not replaced by us. It wasn't leaking at time of service. Also, customer placed a recall for the unit saying it as still leaking in early February and we didn't get a reply when we tried to contact to schedule an appointment to look at the unit again. We were never given the opportunity to correct any issues there may have been. And as far as being told we were going to replace all parts that could leak, that would be basically replacing the dishwasher. We cant just replace every part that could possibly leak. And again, we were not given the opportunity to re-check the unit

Again, Appliance RX did come out in early Feb to address the leak we continued to report I have a service order with drain hose, pump gasket and door gasket listed on it The drain hose on it was obviously the problem to the second repair company that came out.If appliance RX was really concerned with customer service and honesty they would have responded to one of my numerous voice mails or would provide me with copies of the repair invoices as I have requested According to the home warranty company, they haven't seen any paperwork either Regards,
*** ***

Appliance RX states that they thoroughly have read my message! Why do they then do not address the fact that the "qualified" Technician left the dishwasher in a worse condition then it was before his inspectionI provided twice pictures as prove that the "qualified" Technician re-assembled the pre-screen absolutely incorrectly and that he broke off a plastic clip for the water pipe above the screen.Appliance is always referring to the insurance contract with American Home Shields (AHS)! I am not complaining about that contract or the insurance rejecting to cover the dishwasher repairI do complain about the customer service and quality of repair received from Appliance RX for the amount of money paid.Appliance RX states that they do not now nor have they ever not checked out an appliance thoroughly! The dishwasher was not checked thoroughly. It was never pulled out or were the drain pump and the associated pipes checked for debris and cloggingIt was easier to state that the drain pump, although still functioning, was damaged and had to be replaced and to go home for the weekendMeanwhile and as an "unqualified and uncertified technician" but with a PhD in mechanical engineering, pulled out the dishwasher myself, disassembled the drain pump, cleaned it and its associated piping and re-installed everythingThe dishwasher runs again like a charmSame drain pump works perfectly fine againSo much for thoroughly checking the equipment by the Appliance RX technician and owner of the companyAppiance RX claims that the technician is in the line of works for years and is fully aware what he is doing and has the proper knowledge to be able to sometimes make a quick diagnosis and figure out the problemI am not sure what he learned in all those years and if he really knows what he is doing but he certainly proved that in case of my dishwasher he does not have the proper knowledge to make the right diagnosisHe wanted to replace the drain pump although still functioning, which would have been either an expense to the insurance company or myself for a wrong diagnosisAs mentioned before, I fixed the problem myself without replacing the drain pump but just cleaning it and the associated pipingIf the so-called "qualified" technician from Appliance RX is not too embarrassed about his work performance, he can come to my house at any time and I can show and teach him how equipment is checked thoroughly. Certainly something the insurance company should be made aware of since that may have or will lead to increased but unnecessary expenses for the insurance company based on the wrong diagnosis of this "certified and self-claimed qualified" technician.Overall, it is my personal opinion that the entire service experience was done by a technician in a rush who was not thoroughly inspecting the dishwasher resulting in an incorrect diagnosis and even re-assembling elementary pieces in a wrong way and braking other parts. Based on this extremely poor and in no way customer oriented service experience I could never and under no circumstance recommend that company for any household item repair. Even if offered, I would not want Appliance RX and in particular this "qualified" technician and company owner do anything for me. Although not working in that field, I could do a better job in inspecting, mailing failure analysis, repair work and provide customer service.
Regards,
*** ***

Reply to complaint by Mr. [redacted],   We were at the home twice, once for diagnosis, ordered a door gasket that was on backorder and then returned to the home for the installation of the part.  Mr. [redacted] placed a recall work order with the home warranty company stating the unit was...

still leaking.  We tried to contact the customer to set an appointment to look at the unit again and was not able to get in touch with him and didn't receive a return call to set up a time.  I apologize for any issues he has had.  We were not given the opportunity to go back and recheck the unit in question.   Thank you

I strongly disagree with the response of the business. it actually indicates that my letter was not thoroughly read and my complaint was not understood.  
My response to each of the statements from the business in their most recent response is as follow:Re 1: The statement that the drain pump and the dishwasher was never the issue is not correct. That was the claim to the insurance and the reason why the company owner came to the house. Of course, it was on the work order but Appliance RX is entirely missing the point because they did not read my complaint and response properly or purposely ignore what I stated. Again, my complaint against Appliance RX is not that the dishwasher is not working properly but in my first rejection it is clearly stated that "my complaint against Appliance RX is how they conducted their work, the conclusions which were drawn based on a rapid, non-comprehensive and poor work, the condition how they left the dishwasher after completion of the work as well as the late arrival without notifying me about it". But and also again, the drain pump was not the first thing the owner (Technician) checked. He checked the pipes after the drain pump. But, if he knows what is wrong with the dishwasher and could have fixed it why didn't he try to correct it. He even said during the inspection that the drain pump is still working but does not pump out the entire amount of water. Why didn't he pulled out the dishwasher and looked where the debris was exactly clogging the drain pipe and fixed it by removing the debris. At that point he didn't know that American Home Shield would deny the claim. He never called them and asked. The insurance denial was made 2 days later. If he knew that American Home Shield would deny the claim at that time why didn't he say so. He just took my check, said that he would call the insurance company to get the approval of the pump purchase, be back in a few days to install the pump and left the house hastily. The entire response in Point 1 of Appliance RX indicates their customer oriented service. He knew and could have fixed it but didn't because American Home Shield denied the claim, which he could not have know at that time. And if he knew why was he then giving a wrong statement?Re 2: I did not say that I was unaware of debris. I was told by the owner (technician) that the reason for the drain pump not pumping properly is supposedly debris and, therefore, I was aware of the potential reason. However, I was not shown any debris and in particular the glass pieces the Technician claimed that he found. He never showed me these pieces but after he made that statement he just collected the check and left hastily. After he left I checked the dishwasher, the area around the dishwasher and the garbage but could not find any debris. I questioned the technician but never argued because I relied on the statement of the technician trusting that he knew what is was doing and saying and that he operates his business to be customer oriented and assisting the customer. Obviously, I was wrong with all my assumptions and he works selfishly only to make fast money without caring about his customers.Re 4: I denied the second opinion because the representative at American Home Shields informed me that I do have to pay for the second opinion. The Technician or anybody from Appliance Rx was not part of that telephone conversation and they do not know what I was told.Re 5: The appointment was scheduled between 2 - 4 PM. However, even if it would have been between 12 - 4 PM it would have be late. I would say even worse. The technician arrived at 5:20 PM, which is not within the provided time frame but "LATE". I called Appliance RX at 3:30 PM asking about the technician and the technician called my wife's phone at 5:05 PM informing her that he is running late but be there in 10 minutes. I call that late and not within the time frame. Phone records exist and can be provided as prove. The statement that the technician arrived within the time frame is simply not correct.Re 6: Of course, Appliance RX can not control what the insurance company chooses to deny or accept but it is my opinion as a mechanical engineer running my own customer oriented business that more could have been done to assist in resolving the issue with the dishwasher. At the time the technician left he did not know the insurance companies decision but made me belief that the insurance company would cover the claim. No serious attempt was made to check the drain pipes and the remove any debris. Appliance RX's statement is just made to provide an easy way out.    Overall, I interpret most of the statements of the business as excuses and they do not represent a satisfying answer. They do not address the actual complaint and the poor work performance and why the dishwasher was left in a worse shape than before the inspection. The owner of Appliance RX incorrectly re-installed the preliminary screen and broken off a plastic piece of the water pipe above it by jamming the screen underneath it. I provided prove by submitting a picture but because Appliance RX ignored and never addressed that complaint in there response it is doubtful that the picture I submitted in my first response was ever looked at by Appliance RX. 
Regards,
[redacted]

The customer has me confused with another vendor.  We provide balloon decorations, not lighting; and, we have not been located in DC since 1996.

The response from Appliance RX is not the truth.  They initially came out to my house on Nov 30, 2015 and could not diagnose the leak but said they would just replace everything that could leak. The service order copy I have from them states a kit containing a drain hose, pump gasket and door gasket.  A month later we still had not heard back from Appliance RX despite several calls and messages.  We finally called the home warranty company who was able to reach them and let us know the parts were nearly in and that Appliance RX would be calling us to set up a time to install them, even gave us a cell phone number for them in case we had trouble reaching them.  They finally came out in January or early February to replace the parts and were finished in less than 30 min.  Everything was fine until we discovered that water was leaking in May.  We called another company to come look at it this time and was told within 5 minutes that the leak was from the drain hose.  The drain hose was not the correct hose and was not installed correctly.  There was a long scratch on the cabinets inside where the metal clamp (already rusted) they used to attach the hose scraped as it was put back in place.  They also busted out a wider hole in the back of the dishwasher to accommodate this incorrect hose.  We not hear the hose clanking around while the dishwasher runs.The second company ordered the correct hose and came back 8 days later and installed it properly.  Worst of all, the cabinets were wet and moldy underneath and there was mold on the sheet-rock.  I immediately called the home warranty company and Appliance RX.   I was told the owner would call be back but he never did.  I was also told that they did not have any copies of any paperwork related to my repair.  The home warranty company also stated that nothing had been turned into them.  I have left Appliance RX between 5 and 10 voice mails over the past 2 months trying to discuss this matter and they have not returned my calls nor the calls of the home warranty company.  I've received a couple of quotes on the repairs for approximately $4,000 and have chosen a company to begin the work of replacing the cabinets and sheet-rock in early August.  If Appliance RX has not reached out to me by that point to discuss the damage then I will take them to small claims court to recover the costs.  The problem was obvious to the second technician that came out.  This hose should have never been used and he explained thoroughly why the proper hose must be attached the proper way. If you do your own research of this company online you will find that there is absolutely no positive feedback for them.   Regards,
[redacted]

Mr. [redacted],  Again, I apologize for your frustration.  As far as parts go, we had additional parts for your unit that we had in our stock that we were going to use to try and prevent further delays. Unfortunately one of the parts needed, we didnt have and had to have your warranty company supply. They normally supply all parts but again, we had the additional parts at our shop to use.  Sadly, you never gave us the opportunity to repair or move forward at all. Everything you have brought up at this point is speculation on your part. If you have further concerns, I will be glad to respond promplty. Thank you,Appliance Rx

Good Afternoon, I apologize, there was confusion on this, so apologize for the late reply. In response to the complaint, unfortunately this work order is thru a warranty company.  Warranty companies have their own contracts with homeowners for what is covered and what is not.  Upon...

doing evaluation of the unit we found debris in the pump had caused the failure to the part.  According to the warranty company contracts, this is not normal ware/tare for this and not a covered item.  Had the part gone bad due to NORMAL ware/tare, it would have been a covered item.  I do understand the customers frustration, honestly, I do.  This is not under our control however. The tech did clear the debris he could and my suggestion would be for the customer to call their home warranty company and possibly ask for a second opinion or speak with their customer service representative.  Had this been a job outside of warranty, we would have just replaced the part and charged accordingly.  And sadly, we cant refund the service fee set forth by the warranty company.  I wish there were more to offer but we have to follow contract guidelines. Please feel free to let me know if there are any other questions at this time. Thank you for your time.[redacted]Owner-Appliance Rx