Audio Video Invasion, Inc.

Mrs. [redacted] requested and scheduled a service call for her washer on 11/4/16 in the AM time slot.  The problem described was "ERROR CODE 50, NOT SPINNING TO WRINGE OUT CLOTHES, FILLING UP WITH WATER AGAIN".  At the time of the phone call, it was explained to the customer that there is a...

service charge for the technician to come to the home and to diagnose the problem.  once the technician determines the problem, an estimate for parts and labor would be provided before any work is done.  The technician did call in advance on the scheduled day of service to let the customer he was on the way, and arrived within the agreed upon time frame.  Using diagnostic tools provided by the manufacturer he proceeded to diagnose the washer.  During the diagnostics, another code did show stored in the computer which could have also been caused by a drag on the basket eventually creating a no spin situation.  Since the original error was related to the motor circuit, he followed that diagnostic path and provided an estimate.  Mr [redacted] stated that he would call if the repair was wanted.  Hours later, Mrs [redacted] contacted the office with a request to return the service charge because her husband had repaired the unit and our diagnosis was incorrect.  Since we did not perform any repair, there is no part nor labor warranty per our policy.  We are sorry that this happened, the customer is correct in saying,  Had we gone forward with the service and the control board did not repair the problem, than we would not have charge him, and we would have re diagnosed.  Unfortunately, the customer took the info and researched the internet to perform his own repair.  WSH Appliance sees no reason that this service charge should be returned.

I appreciate that you repaired the unit yourself.  As I stated in the previous response, we purchase OEM parts from distributors that have a proven track record and are certified by the manufacturers whose brands we service.  We do not obtain parts from companies online that are unknown to us.  As I write this response, I check with [redacted] Parts and this part is still on back order.The technician that came to your home has over 15 years experience in the business and may not need to take the unit apart to diagnose this problem. We attend all training classes and webinars that are offered  by not only the manufacturers that we service but also the service associations that we a members of.  We did diagnose the unit, based on you response, the technician was correct in his diagnosis, and with the part info provided, you were able to obtain parts yourself and repair the unit.  I do not feel that we did anything wrong, and will not refund your service charge.  We will also cancel the part order since you no longer need the service.

We did schedule a service call for August 9, 2017 with a AM time frame.  Our technician was dispatched and arrived to the home at 8:30 AM.  He spent 30 minutes in the home, and determined which parts were needed.  Unfortunately, this part is on backorder at our distributer.  As...

of today, 9/14/2017, I am told that the are still on backorder.  We do try to pre screen all calls and send in stock parts with the technician, until the technicians actually looks at the unit, we cannot be certain that these pars will be needed.  The part that was not in stock so the technician did not have it with him and ordered.  This is what you were charged for.  The cost of someone answering the phone, scheduling the call, the technician to drive to our home in a properly marked service vehicle in a company uniform, the time in your home, the time ordering you part.  We did receive and email from you on 8/30/2017, you expressed  your frustration and asked for a response. At no time in this email did you state the you could get the parts on-line, if you had I would have I would have advised you that we could install them but we could not provide warranty on the job if you obtain the parts yourself.  We contract with  a number of parts distributors across the country because of the professional businesses that they are.  The ETA that is provided is just that an ESTIMATE Time of Arrival.  This can and will change until the parts are received at the main warehouse.  As stated to you, and in my response to your email, we will contact you when the parts arrive at our distributor.  I have attached the email and response to this.We do try to service our customers in a professional, honest manner.  All though we are not perfect, I cannot believe that there are numerous complaints about this issue.  We charge you for the service diagnostic call only, there was no charge for any other work, so I cannot refund the charges.  I am still following up on the parts and will contact you if you still want them installed.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
I feel this is poor customer service, a person came to my house looked at my washer for all of 1 minute, maybe, and proceeded to enter the info on his computer. I spent more time telling the man on the phone all the same info. He did not open my washer, he did not remove anything, he pushed down on my drum and that's in. I do not feel a full refund is necessary, I do understand and appointment was made, a service man did drive to my house, etc. But I am curious how I ordered the parts online, installed them myself all in a matter of 2 days!  To clarify my email now that I reread it, I did say I FEEL I could order the parts quicker online, in which I received no response to. Also as far as complaints for this company, I was not exaggerating, as if I did my homework 1st I would have seen reviews on social media, online sites and this site, the Revdex.com that also contained the same complaint info. I was looking for someone who repaired [redacted] washers, as it seems no-one does, so I was just happy I found someone, I should have done my research as it seems according to the reviews I'm not the only one with this issue. As far as my family and friends, when I asked what I should do, 3 people asked if I was dealing with WSH Appliance, as at the time I did not mention the company, and they told me if they had known they would told me not to go with you. One person said she put a stop payment on the check for $99.99 and "never looked back". In writing to you I hope you resolve some of your issues and no one else has the same problems I did for a very easy fix. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]
I recommended you find a new distributor, there are millions of part companies online and all had the parts in stock.
Regards,
[redacted]