AT Appliances, Inc.

Review: At appliance serviced a leak in our dishwasher while under our home warranty in June 2015. We are having the same leak 4 months later and they are not standing behind their work because our home warranty expired. Regardless of what happens with our home warranty, this should have no baring on the work that AT appliance did. We called them directly and they are wanting to charge us the full fee to fix the same problem that they were already paid to fix back in June. I find this unacceptable.Desired Settlement: I would like AT Appliance to fix the leak they were already paid to fix.

Business

Response:

On May 28th, 2015 we received a work order, appointment was set on June 1st and that day technician came out and repaired a leak in dishwasher. On October 28th, 2015 customer called saying that her dishwasher is leaking again, but her warranty has been expired by now. Her warranty has up to 60 days recall policy, but it is been over than 120 days from the last day out. In this case service fee apples, but customer refused to pay.

Review: This company is very unprofessional. They have contracts with multiple Home Warranty companies that are sending them a lot of business. The problem with this company: 1. I had to wait a week for them to come fix my washing machine. 2. The tech that came out in shorts and top sider shoes with a tool back that had a screwdriver and a wrench in it... did not fix my washing machine. The tech just went just to the drain to clean it out and said it was all fixed. Despite my efforts on asking about the drum spinning correctly... he said it will be fine and left without fixing the issues. This tech was only here 5 minutes and he was calling his next customer to let them know he was on his way. 3. I try to do laundry and the spinning was not correct as the washer was not fixed. I called the home warranty company ([redacted]) they were great and said they sent a request to AT appliance to send out the supervisor today to see what is happening. American Home Shilled even gave me the direct number to the company and said the log number was sent over. I called AT appliance and they said they had to call me back. 2 hours later they call me and say that I have to wait until Monday because they do not have any techs to come out. They took my $75.00 and they did not fix my washer and they don't have anyone now to come back out and actually do the job. I ask to speak to the owner [redacted] and she says he is on a conference call speaking to all the Home warranty companies he has contracts with. She states all the companies... of which I am going to contact and tell them this company does not do what they are promising their customers... and this [redacted] never calls me back and instead [redacted] says, he won't come to the phone and that Monday is the only day and that if I do not take that day then I am refusing service. I am disgusted that this company is only taking these calls to collect the money from the customer and probably from the Home Service company and never actually fixing the appliance. There should be a law against this and I will also be report this to the contacting board and anyone else that may regulate these type of companies.Desired Settlement: I feel that this company needs to fix the job they did not do. They should refund my $75.00 as I lost a days wages for them to not fix my washer. The owner should be calling me personally to fix this issues and the issues going forward with his company that led to this complaint. This company should be held accountable that it is unable to service the customers they are in contract with the home insurance companies.

Consumer

Response:

I wanted to inform you that AT appliance came back out at the request of my homeowners insurance policy due to the complaint I filed with them on thier first visit. AT appliance tech showed up again with no tools and no expectations of truly finding out why they washer was making the noise still when it spins at the higher cycle. He just listened to the noise and wrote up a paper stating that it made the noise at the higher spin cycle and left. I again, asked why he does not have any tools and why is he not going to diagnose or fix the washer on this second visit. He stated that he knew what the issues was and that he would have to order parts. I asked how he knows what parts and he said he just does and then left. I recieved a few days later a letter from the insurance company stating they were not going to fix my washing machine because the technition that came out said I had overloaded the washer and this is why the washing machine is broke. First, I am very upset that I am now being retaliated against for reporting this company and this technition to the company he works for, the contracters board and my home owners insurance company that sent this company out and the Revdex.com. I am very upset that this company sent out the same guy so that he could write up an eronious report for my insurance company so they would not fix the washing machine saying that I overloaded it. I have not overloaded my washing machine and in fact it works fine in the lower spin settings, but not the higher one. I have no idea why this is happening with it and with 2 visits from the same company, I still have no idea. This past weekend I recieved an envenlope with my origional check for the $75.00 that I wrote to the AT appliance company. There was not note or anything else and just the check. I would like to see something done to resolove this company retaliating against the consumers who file a complaint. First, they should not be allowed don't write up lies about the issue so the insurance company does not fix it and second, actuallyl come out to the consumers house with tools to take apart the washer to find out what the real issue is and what is possibly broken. I want my washer diagnosed properlyl and fixed. This should be a cost by me as I had insurance. This company should pay for any appliance fixes due to their lieing on the report to retaliate against me for reporting the issues. [redacted]

Business

Response:

Good afternoon,AT Appliance, Inc. received a work order on 10/18/2015 and an appointment was set on 10/22/2015. At that day technician fixed a drain line. By the end of the same day, customer called back saying that it is making noise, and wanted tech to come back, but tech could not do so because he was out of area. AT Appliance offered a customer the soonest appointment that was available, but she refused to accept any appointments. A customer requested to deduct her service fee, and her check of $75.00 was sent to her back. Technician came back on the next day to solve a problem with noise which was coming from the drum, the reason is overloading. [redacted] (Home Warranty) does not cover overloading and also there was baffle that was missing, [redacted] denied this claim.

Consumer

Response:

I am rejecting this response because:AT appliance continues to make false comments as to the actual series of events that took place when they first arrived at my home to diagnose the issue of the noise apon high spin and the water not completing draining out of the machine during the cycle. As stated in my first complaint to [redacted] and AT appliance, the tech that arrived at my home did not address all the concerns I has with my washer and only checked the drain. When I asked about the spinning of the tub, he looked at it and moved it around and at first thought it was broken. He then proceded to say it was not and that it would work perfectly fine and as long as I do not overload it. It was not mentioned in amy report either time that I overloaded my machine at all. This was not a diagnosis that was written down or reported to [redacted] until after I filed the compliant to the Revdex.com, Appliance contracters board and the [redacted] company. I had never refused any follow up services after I called requesting them to come back because the issue was not fixed. I simply stated that I was unable to wait another entire week and take another entire day off of work for them to do the job they were supposed to do when they first came out to my home. This company needs to be held accountable for retaliating against customers that are not satisfied that their objective is to take the money for the service call and do nothing to fix the problem. It is fraud in every facet of the saying.

Review: I requested a repair person to repair my refrigerator. The seal on the freezer was not working correctly.

The repair man said he could repair it, but would not "guarantee" his work. Cost estimate was $100.

I paid the $60 cost of the visit and declined his "repair".

I solicited another company to repair the door. His diagnosis was that the freezer door was warped. In other words, the original guy didn't know what he was doing.

I emailed AT appliance and received no reply.Desired Settlement: Return my $60.

Business

Response:

I contacted Mr. [redacted] on the phone. He was kind enough to carry a brief conversation with me. In the most polite way I explained to him that they had a communication error. Instead of offering to replace the door with a gasket, which would cost thousands of dollars, my technician offered to try to repair the situation by softening the old gasket, which in return in most cases would compensate for unevenness in the door alignment. Because it is a tedious procedure he offered to attempt it for $100. Also working with an old gasket results could vary and therefore might not last as would a new one. I explained the situation to Mr. [redacted] and he agreed with me that the situation was not explained to him correctly, and if it was he might even have agreed with repairs. Ofcourse I apologized to him for having a bad experience and told him that the refund for service fee is in the mail. He seemed content and happy to hear from us. Thanks again[redacted]Operations Manager

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: Technician came to my house three times for same issue and did the same thing each time. First visit he made call about the error code on my washer, opened the washer, removed two coins, and dn the test cycle(without laundry inside). Test passed and said the coins was the issue. Son put his comforter and blanket to wash and washer still didn't wash, gave same error. Technician came out second time, took a picture of load, opened washer, removed two socks that were stuck inside, and ran test cycle again - passing(without laundry). Told us we over filled washer. Tried to wash blanket only and washer failed to wash again. Third visit was the same test. Opened washer to check for laundry stuck, ran test cycle and passed. Brother asked him to run regular cycle with blanket but said he couldn't because he had other calls. Brother also mention to check sensor or circuit board but he said that they rarely fail. So he was not going to check. He was in my house 10 minutes. I have a maytag washer purchased in 2011 and this is my first problem with it. When I called their office to complain about him doing the same troubleshoots and not checking the circuit board of sensors they said they couldn't do anything until they get the report. I was then told I can get a second opinion. Second opinion or someone that knows how to fix the problem. When my brother called to speak to a supervisor he was not available. A washer is suppose to pass a test with clothes inside not empty. My washer is capable of washing a blanket (has a bulky setting for that purpose) as it's why I purchased this washer. This company refused to listen to our concerns or consider that there are other tests needed to be done like checking the sensor or replacing circuit board. In their service report to my protection plan provider, they put that they had told us that they would not come out if we continue to overload our washer (never once did he say that) and yet they came out three times.Desired Settlement: Their service is covered under my protection plan so there was no out of pocket cost- only lost work time. They should not be allowed to do business as they do. If they are not knowledgable of the product the they should do their research and learn it. The tech needed to call for help on the error code as he didn't know how to fix it and still doesn't. The only resolution would be for my washer to get fixed by someone who knows Maytag washers. They do not and have proved it.

Business

Response:

Business states that they initially came out and tested unit but showed no error codes. The second time technician came out, the drum was taken out and found socks and coins, under the drum. This is usually caused by the overloading of the unit which the protection plan consumer has did not cover. The third time business went out was due to consumer calling retailer so our technician went out again. Once again no error code was found and consumer was advised to stop overloading the unit and the washer would operate properly. Business followed proper protocol and communicated all findings to consumer. The overloading of the washer was the cause of the customer issues.