Appliance RX

Complaint: [redacted]
I am rejecting this response because:
That is why you have several other complaints for same issue.  You can'r send someone just a text to "inform" a customer that a technician is on his way.  Every other company I have felt with has called to let me know when they will be there.  Quit being lazy and pick up the phone to call and let them know what is eta for being there.  That is why your company rating is a 2.6 out of 5 on customer satisfaction.  Texts don't always go they in a timely manner but a phone call does.  There is a reason why you have to go through American Home Shield to get business because otherwise you wouldn't have any!  I have contacted several Facebook pages to let them know not to use your company due to your horrible ethics and cheap business tactics to earn your income.  On another note we contacted credit card company block that payment since no services we rendered.   Regards,
[redacted]

Customer had appt between 9-1. Technician sent a text at 11:53 stating he was on the way to the home and arrived around 12:00-12:05. No one answered the door. We do not do call ahead and aren't required to gibe any notification at all but we send the text as a courtesy and the home warranty company...

will even inform customer that they are to be available for the given time frame. Whether or not there is a vehicle in the driveway no one answered the door so we can only assume no one is there. We do not and will not walk around anyone's home looking for them. The service fee that was paid,  was paid to the warranty company and not to us so we can not refund the service fee. Customer was charged a $75.00 missed appt fee and that is why warranty company is charging them again.

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 1 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]

Mr. [redacted],  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 4/10.  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 eta. Your 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 parts. We were not given the opportunity by you to do the repair.  I do apologize that you have been upset by this. I apologize that parts were not available in a shorter time frame.  Parts are out of our control when repair is done thru your warranty company. They 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 answer. Thank you,Appliance Rx

Revdex.com,Good morning. We have received and read over the response from the customer [redacted] regarding the dishwasher.There are several claims in the response that are incorrect.1. Customer states that the drain pump and the dishwasher not draining was never the issue, however the work order the customer submitted to American homeshield clearly states dishwasher not draining. The drain pump is the first thing we check for this issue. The tech who diagnosed the dishwasher is also the owner. He knows what is wrong with the dishwasher and could have fixed it but it was denied from American home shield because debris is not considered normal ware and tare.2. The homeowner states he was unaware and there is no evidence of debri. However, on the receipt we provided the technician wrote his diagnosis for the customer, which states, "debri clogging drain pump, need to replace drain pump. The customer never argued or questioned the technician until after the claim was denied.3. Yes we did deposit check that evening. Tech did not run to the bank before they closed to try to take this customers money. We do nightly online deposits from checks for the entire day. We provided our service and per the contract through American home shield, whether the claim is denied or not the customer is to pay the service for our time out.4. The second opinion that the customer denied would have been a free service that American home shield provides to make sure the diagnosis is correct, they do not charge for the second. If customer was worried about the repair he could have the second opinion option but chose not to.5. The customers appt was not between 2-4 we do four hour windows and the appt was between 12-4 and the tech arrived within time frame.6. We can not control what the warranty company chooses to deny or accept therefore we we're not approved to do the repair.We apologize that the customer is dissatisfied but we did everything we we're suppose to do on our end.

I have given report of what our company repaired, the warranty company also has a report. They 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.

Thank you for your email and letting me know about the
response from Appliance RX. I 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 RX. However, 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.
 
1.      
The work was scheduled on a Friday with arrival
of the technician, which by the way, was the owner of Appliance RX, between 2 –
4 PM. Only after my inquiry after at around 4:30 PM, I was informed that the
technician was running late. He finally showed up at 5:20 PM.
2.      
The work consisted out of checking blockages in
the drain pipes and an inspection of the drain in the dish washer of the first
screen. The pump itself was never inspected.
3.      
The pump is still functional. It partially
drains the water out of the dish washer but not the entire amount and leaves
some residual water in the dish washer. The drawn conclusion that the pump is
bad is disputable and should have been checked further by pulling the
dishwasher out and dismantling the pump. If debris is clogging the pipe before
the pump or the entrance to it, the problem perhaps could have been corrected
by removing the debris. This was never done but only the opening in front of
the first screen filter was inspected.
4.      
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.
5.      
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+ years. I did refuse a second opinion of the dish washer
because the insurance company was asking for another inspection fee of 75 USD,
which would have been overall 150 USD out of my pocket to find out if the
repair was covered or not without having yet started any repair. For that
amount I could have had the pump replaced without an insurance, in case it really
is broken, since the pump itself is a 65 USD item
6.      
For the inspection of the first screen filter a
preliminary, coarse screen had to be removed. After 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).
7.      
All of a sudden he left my house in a hurry to obviously
drive to the bank depositing my check before bank closure at 6 PM. The overall
time of the technician spent at my house was about 15 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
speculation. An 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 long. It was easier and perhaps more lucrative to request a new
pump and replace the pump at a later day. Plus, the dishwasher was left in a
worse shape by putting the screen in incorrectly and braking off a plastic clip
for a pipe connection. Overall, an unprofessional job performance, not customer
oriented, and simply fast money made by a repair company without doing anything.
 
With best regards,
 
[redacted]