Appliance Specialist, Inc.

Yes, there would have been a labor charge to install parts that are not purchased through me. I do make money on parts, so if they purchase it somewhere else, that is fine, but I am still going to have to cover my expenses on another trip outI simply can not stay in business making $for two trips out. There is other time and expenses involved such as travel time, phone calls to get part quotes, gas, scheduling, etc.. If parts are purchased through me, I usually will come back out and install them as a courtesy (within reason - assuming it is not an extremely labor intensive project). We are supposed to charge the manufacturers suggested retail price on parts, so I can not discount parts, however I can discount my labor. On the flip side to this, because I follow the rules, I am able to warranty the parts and can even return electrical parts in which I would not be able to do otherwise

I am rejecting this response because:
I never received a call from Chris I called and left messages and they were never answered or returned The only reason my mother called is because it was days of him refusing to communicate with me She rejected his offer to come out for a second time because he said “I am getting paid no matter what I find I’ll come out there for $80...sure” At that point it was apparent that he had no intention of even trying to do a legitimate estimate or repair Also - the fan motor was part of the problem Yes, it was not receiving power from the control board That has nothing to do with checking across the fan itself If Chris had, like I suggested on his initial trip, then he would have found that the resistance across the fan motor was too high which would pull extra amps God forbid a female tell him how to do his “job” I had repaired the refrigerator myself by replacing the control board and then having to replace the fan motor as well When I repeated call the service technician and get ignored, what else am I suppose to do? The control board is literally plugs, much like an Ethernet port on your computer It is not a difficult installation I had no choice but to do it myself because Chris took the money and ran He refused to check across the fan when I asked (even tho that component was also bad; and if he knew what he was doing he would know that components can be verified separate from the system) he also refused to return my call I can show phone records from me trying to contact the businessI guess he did not consider that in his bogus response It sounded very professional, but it was also a complete lie Not even a fabrication Just a down right lie I’m surprised you have been in business for as long as you claim I also mentioned this to a friend without disclosing personal info such as company and name This person guessed who I had dealt with They had very similar issues with Chris in the past Perhaps I should ask them to report their experience as well

This claim is absolutely false.  I did go out and check the refrigerator, that much is true but the rest is an unfortunate fabrication.  The fan motor was the first thing I checked and it was not receiving power.  The computer board sends this power, so without replacing the computer...

board it would have been impossible to check it further.  I was in no way rude to her while I was at her house and she was pleasant while I was there.   She mentioned ordering the part online and I said that was fine but I would be unable to warranty that part, but I could put it on.  She never mentioned trying to fix it herself, if she had I would have gone into more detail with her about what I was doing, but since I didn't know, most people don't care to know the details they just want you in and out so they can go about their day.  I called the following day with the part price and she asked if she could order it off the internet cheaper.  I told her that was fine and she said she would call me back when she decided which way she was wanting to go.  I never got a return call from her.  The very next day her mother called and again I was no way rude to her either.  I have been in business 20 years and would not ever talk to a customer the way that is being portrayed in this complaint.  I am the owner and this was my call.  Her mother kept repetitively telling me over and over "You don't understand, my daughter is unemployed, a single mom and now she (the mother) was going to have to pay for this and this was my problem".  I was as nice, but I do not see what any of that has to do with the situation.  I can not say whether the board was installed correctly, whether the part was the right part or a genuine part. Computer boards are notorious for frying other parts if not installed properly or even frying the entire computer board itself.  This was not my original manufactures part, I did not install the part,  I didn't even know she was going to install the part herself, so I do not see how she was telling me this was my fault and I needed to fix it.  The mother did ask if I would come back out after I explained that I just could not say the cause over the phone and I agreed to come back out, but told her I would have to charge another service fee if their part was wrong or if it was installed wrong.  She originally agreed, but then changed her mind.  I can understand that repairs can get expensive and people fall upon hard times, I am sure we all have.  But to hold someone responsible that didn't know they wanted to do the work themselves, didn't order the part or install the part, is just not right.

The [redacted] number is my wife's cell phone (so please do not publish this number), as my phone did go out and was out of service for a few days while a replacement arrived.  However, calls were supposed to be forwarded by the carrier.  I do apologize if something happened during this time and I did not receive voicemails as I was supposed to.  I honestly did not receive any voicemails from her on my wife's phone or my phone or the office (which was operational at this time, but is not staffed while I am working obviously).  I was still able to call into my voicemail during this time and received numerous other voicemails, so I do not know if voicemails were not left or something happened in which I just didn't receive them.  I can assure you that I have no reason not to return calls, this is the only way I can run a business.  I return calls all day long as I can't answer while working and my phone rings all day long.  I had no reason not to return her call and as I stated before I would either make money on the part or the labor charge.  This I do apologize for if she felt like I was avoiding her, I simply had no reason to do that.  Why would I call and get a part cost and call her back if I had no intention of doing the work?  I do not care whether or not they purchase the part somewhere else (but I am one of the few service people that will do this), I will make close to the same either way and if they can save money and are not concerned about a warranty then by all means, who doesn't want to save money? It was stated in the original complaint that she made both repairs herself.  There was not any mention of hiring another technician in the original complaint.  Please also keep in mind (as stated earlier) that when I talked to her mother I was going to come back out even was going to do it on a Saturday which is not a typical work day, but her mother changed her mind.  Whether I sold her the part or just installed the part, there would have been additional cost involved. If the fan was bad, that was going to have to be replaced either way and it was impossible to detect without replacing the computer board first.  As I stated before though, electrical parts are sensitive and since I did not install the part, I have no idea whether or not the fan motor was bad, something was hooked up wrong, something got fried or what.  Honestly, had I not been accused in the original complaint of cussing, being rude, refusing to do as asked and things that are 100% fabrication AND she was able to provide a valid/verifiable receipt of another service tech coming out to install the parts, I might would be willing to budge somewhat just in the interest of trying to resolve a complaint in good faith.  As it stands, I simply can not be held responsible for work I did not do and do not understand why the Revdex.com is not reviewing this.  She installed the part, not me and I just don't see how I can be held accountable.

I am rejecting this response because:
I did not mention other technician from different business coming out in original post because I did not see how it was relevant to the horrible transaction between myself and Appliance Specialists.  I left multiple voicemails.  I called several times, at different times of the day, and on different days.  My mother did call because I was not getting an answer.  Chris got extremely rude and said that "this sounds fishy" when my mother stated that she lived close to a store that is approximately one mile from my house.  She asked that he come back out and he said that he would not because I had already installed the new part myself.  What other choice did I have?  Initially, Chris told me that it would be fine to get the part however I deemed necessary but it would not be covered under their warranty.  I found a part for cheaper, with a much better warranty, that could arrive quicker than the two weeks he estimated it would take.  I called prior to ordering part and was unable to reach anyone.  I left a voicemail.  I called again the next day and still could not reach anyone.  I left another voicemail. I ordered the part as a broken refrigerator is not an easy appliance to work around, especially with a young child.  I called again the next day and left yet another voicemail.  I had no choice but to install the part myself as I was not getting any return calls.  Also, as mentioned before, it is a very easy part to install.  I have extensive electronic and service technician background - just not on refrigerators.  When it comes down to changing out a plug or two, that is a very easy and simple process.  Upon completion of replacing the control board, I put power to the fridge and a code showed up that I found to mean that the fan motor was bad.  When Chris was here initially I asked that he check across the fan motor, which can be done without the control board being good or bad.  If he had simply taken the time to read across the fan motor like I asked him to do he would have found that the motor had high resistance.  He scoffed at me and refused to do so.  The other technician was called to help with the fan.  It was professionally verified that the fan motor was bad.  When my mother called, she left a voicemail and he returned it right away.  I had called just a couple of hours before this and left a voicemail as well, in addition to leaving several voicemails in the days prior.  Yes, he said that he could come back out.  This was only said after he insulted my mother and called her "fishy".  Chris told my mother that "It will be $80 just for me to come out whether I find anything or not.  So yea, I'll come and you can pay me for it."  Given his condescending manner, him being extremely rude and using a lot of profanity, and insulting my mother, she legitimately did not see his return visit as being a professional one.  After his comments she felt that he did not have any intention on putting forth any effort to actually help. She also told him that I had tried to call several times.  I have still not gotten a return call from him.  Regardless, had Chris done a thorough investigation and diagnostic on his first visit, then I would have saved time, money, and stress.  I am not sure if he refused to check across the fan motor because he is just lazy or because I am a female and I am the one who mentioned it.  I do not have anything to gain from "fabricating" any part of this.  I have much more important things to do in my life than to try to swindle or manipulate someone out of money or time.  This is to the point of being completely ridiculous.  Either way, he knows exactly what he did and any amount of arguing or claiming that I am untruthful is just pathetic.  I have no intention of ever doing business with this company again.   I would advise anyone I know to steer clear of this business as well.  My mother taught me to be a decent human being and to show respect to everyone.  Perhaps Chris could have learned something from her rather than cursing her out.

336-613-1524 is a business line for Appliance Specialists.  [redacted] is the number the service technician initially called from to set up time to come out.  336-634-3399 is a number listed online for the company.  When I could not get an answer from the. For a number of days I called this line as well and left messages but still did not receive a response or return call.  As stated by myself and business, my mother did call.  This was at least 3 days after I was unable to get an answer or reply.  Her voicemail was returned that same day.  Left several messages and last we spoke I said I wanted to check out the price of part online to compare.  I did not say I was going to buy it.  I did end up buying it mostly because I could not get an answer from service technician.  The only way he knew I had installed it myself was when my mother called.  He would not answer or return calls.  Last we spoke I was going to let him know which route I wanted to go to get the part.  I had been ignored, ordered the part, had it delivered, and installed it all before my mother was able to get in contact with him.  I even had a second repairman from another company come out since the fan motor was also bad.  Why would I get a second repair person if the first one had handled the issue correctly in the first place?  Makes no sense to me.