Blue Ridge Mountain Home Center LLC

Revdex.com: I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me once we receive our refund of the $we paid for Sonora Appliances' service call [redacted] and [redacted]

We will be paying the customer back the "trip & diagnosis charge'' just to keep her off our backs, not admitting any wrong doing on our part A great deal of time was spent by myself researching and putting together their estimate Plus the diagnosis was what they were paying for I believe BSH is wrong saying we should know what they cover and don't We service many other manufacturers, and to expect us to memorize all their coverage would be impossible! Most manufacturers cover "sealed system" parts for more than the year That is why I asked about the compressor and not the inverter board I then came back and advised Mr [redacted] that the compressor, the most costly of the 2, was not covered At this time we said we would go with the lesser repair in hopes the compressor would not be neededThe technician even said he would not charge for the labor to replace the inverter if it did not remedy the issue Additionally, we would not charge for the compressor in the event the board fixed the issue and the compressor would be returned at our expense The technician spoke with Mr***, who stated the floor "was soft" The tech said they would role the frig forward and the wheels would not hurt the floor However, Mr [redacted] went to help move the frig and pushed sideways which caused it to slide sideways and not role forward We receive compliments from 95% of our customers and it is a shame that the other 5% can cause such grief! [redacted] - Sonora Appliance

I am rejecting this response because: This is really easy, they dropped the ball by NOT calling us back when he said he would after speaking to his TechI don't understand why Sonora *** keeps blaming us and saying we are at faultI called *** *** weeks after the so called Tech left due to him being so upset as we were on his back? The owner said he would call me after he spoke to his tech, which never happened
I don't know how to answer over and over again the same accusations Sonora Appliance keep saying when its not trueWe got bad service! I really should get an estimate to fix the top of the stove which Sonora Appliance turned backwards and scratchedHow is that ever going to be fixed ? They have messed up my stove and now just putting blame on the customerWhat ever happened to customer service? I never got call backs and it took them forever to fix a part they broke HERE, got another from the truck the same day, and never fixing anythingAll things were literally thrown into the ovenThis is just not right
The Tech left, taking all paperwork with him that time, which I am sure he will never say he didI have never met such evil people in my life, and hate to think these type of people are doing something called "a service" to others? WE gave them a chance as we used them for almost a yearWe didn't jump the gun something's just really wrong with how they are doing serviceI'm not even mad, just wondering how someone can turn a lovely stove into what looks like a cat scratcher now. Who will fix this, as Sonora Appliance destroyed the looks of my stove and created a dangerous situation in our home with the lack of caring about anyone except themselves

This is the email we sent to the ***'s
*** - Sonora Appliance
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Mrsand Mr***,
Both *** and I were surprised with your dissatisfaction of our service
1) The rollers on the refrigerator should have been sufficient *** told me that the floor was "soft" and that he could move it by pushing on it
2) There were no tests needed *** could tell what the issue was which is why he said it needed an inverter board and, if replacing the board did not fix the problem, it would need an additional part which was the compressor We said we could order both and if the compressor was not needed, there would not be any charge to you and we would return it at our expense
3) I believe we were upfront with your husband regarding the parts and told him I would call BSH to see if the compressor was under an extended warranty Most companies have additional years on sealed systems parts (compressors and evaporators) and will pick up the cost of parts which we bill them for separately When I contacted BSH and asked about the compressor they said no, it was not covered I did not ask about the board because I did not believe it was covered I consider this a mistake on my part but it was certainly not done to mislead you and would have been remedied by billing BSH for the board
I spoke with *** about your complaint and he was very surprised He felt that when he left your home that all was well As for returning the trip and diagnosis charge, that charge was justified as the trip to your home and the successful diagnosis of your appliance was achieved
Thank you,
*** - Sonora Appliance

Your Tours Unlimited has provided bus service for two separate events we had in Fayetteville and on both occasions provided excellent service. The buses were clean, the drivers were courteous and helpful and the whole operation was on time and efficient. During the last event, we encountered major problems with a couple of our long haul buses bringing people to this event. Wilbur [redacted], the owner of the company, was able to rescue our group off the side of the road, while not interrupting the hotel pickup service they were providing. We are planning more events in the future and will definitely use this company again.

We will be paying the customer back the "trip & diagnosis charge'' just to keep her off our backs, not admitting any wrong doing on our part.  A  great deal of time was spent by myself researching and putting together their estimate.  Plus the diagnosis was what they were paying for.   
 
I believe BSH is wrong saying we should know what they cover and don't.  We service many other manufacturers, and to expect us to memorize all their coverage would be impossible!  Most manufacturers cover "sealed system" parts for more than the 1 year.  That is why I asked about the compressor and not the inverter board.  I then came back and advised Mr. [redacted] that the compressor, the most costly of the 2, was not covered.  At this time we said we would go with the lesser repair in hopes the compressor would not be needed. The technician even said he would not charge for the labor to replace the inverter if it did not remedy the issue.  Additionally, we would not charge for the compressor in the event the board fixed the issue and the compressor would be returned at our expense.
 
The technician spoke with Mr. [redacted], who stated the floor "was soft".  The tech said they would role the frig forward and the wheels would not hurt the floor.  However, Mr. [redacted] went to help move the frig and pushed sideways which caused it to slide sideways and not role forward.  
 
We receive compliments from 95% of our customers and it is a shame that the other 5% can cause such grief!
 
 
[redacted] - Sonora Appliance

This customer was extremely difficult to deal with, to say the least. 
font-size: 12.8px; font-family: arial, sans-serif;">Once we did finally fill the parts order for her off brand range, an appointment was scheduled for a Sat. One way travel is approximately 45 mi, portal to portal. 
Meanwhile, dealing with the Mrs was much easier than the dailey barrage of unsavory language the husband used. I recall at least one time receiving an apology for her husbands language. 
Once there with new part , during test, it was discovered that their safety valve was the culprit behind both failures. My tech was instructed to remove part AND NOT to attach wires for safety precaution. 
Meanwhile, in the adjacent room, both, Mr & Mrs were verbally assaulting my tech who at this point, packed up his tools and left. 
Mr phoned in to see why he had left and was so belligerent when I informed him that our warranty didn't cover the part needed plus a small labor charge. 
Our trip and diagnosis is separate from any parts or labor. Nothing I tried to explain seemed to make sense to either. 
Analogy. If your car battery is professionally replaced and a headlight goes out a few months later, would one expect the battery folks to absorb the new headlight and labor? I think not & there is no foundation to their redicilouus issues and false statements. 
Sincerely,
[redacted]
Co-owner Sonora Appliance

This customer had parts ordered that were back ordered which delayed his repair.  We were contacted by [redacted], his home warranty company.  He has a $65 deductable and he paid $95 so we only owe him $30.  It is not our fault that parts for his unit are not in...

stock. 
He will receive $30.
 
[redacted] - Sonora Appliance

Why we want our “service call” charge returned.
This is what we have received for $85.
1)       A gouged hardwood floor
2)      A “diagnosis” of a necessary repair that ranged from $431.70 to $1,549.
3)      A written and verbal confirmation that necessary non-warranted parts would cost us $329-$759.
We have a written document from Sonora Appliance stating that the inverter board would cost us $329.20.  In addition, we have a recorded phone answering message from Sonora Appliance, received after they had checked with [redacted] about parts costs, in which they confirm that the inverter board would cost us $329.20 which would include $10 for shipping and $29 for tax.  After receiving both a written and verbal estimate of repair from Sonora, we talked with [redacted] directly.  We have confirmation from [redacted] Refrigerator Customer Service that the inverter board is covered by warranty.  [redacted] service said, “Every authorized [redacted] service representative should know our warranty policy and that under no circumstances should it have been suggested that you be charged for the inverter part.”  Incidentally, we have written documentation that the cost of a genuine [redacted] inverter board at retail is $242 including tax and with free shippingAppliance repair companies, automobile repair companies, hospitals, and in fact all organizations that “repair” consumer goods share one critical necessity – customer trust.  If trust is absent or is betrayed, service is justifiably called into question and doubted. For Sonora to say, I’m sorry I asked about the compressor but not about the inverter board misses the point completely.  The necessary part that Sonora Appliance said must be replaced was the inverter board.  That is, by their own written and oral documentation we were going to have to pay Sonora Appliance $329.20 for a part that would have been paid to them by [redacted].  Taken together, a lack of care for our property, overestimation of cost and disregard of customer warranty equals distrust. 
As it turns out we have not received service, we have received a significant disservice and we believe that Sonora Appliance’s service charge should be returned to us.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me once we receive our refund of the $85.00 we paid for Sonora Appliances' service call.
[redacted] and [redacted]