Bluegrass Appliance Repair

This customer called us the morning before Thanksgiving She said she had gas ranges and wanted to try to have one of the two fixed We did tell her it may be late due to the fact that we had many other calls scheduled before hers We did call her times that day and did not get an answer either time We do not go unless someone answers the phone to assure us that they are home The next day was Thanksgiving and therefore we did not work We tried calling her again on Friday the day after Thanksgiving with still no answer We waited for her to call us back to reschedule She has never called us back I am sorry that she is dissatisfied that we did not show but had someone answered the phone we would have We cannot do free service calls She has paid us nothing and she is free to call another service company.%

In response to complaint # [redacted] We have talked to the customer and issued a refund to her for the amount paid minus the service call and other fees Attached please find a Statement of Satisfaction signed by the customer stating that the issue was resolved and her refund was issued to her satisfaction

We did have some issues finding out the issues but there where multiple issuesThe icemaker was in pieces physically broke and the water line was freezing we replaced both items the tech that had returned was a tech that had just finished training so he was unsure what was going on after those parts where replacedWe gave Mr[redacted] a servicing on washer pump for free which In the price guide is a JobWe had trouble getting an appointment with Mr[redacted] due to there work schedule in which prolonged the processEvery part that was replaced needed replacingWe finally came to a conclusion the fan in the icemaker compartment was not workingWe told Nr [redacted] we would put it in and gave them a price they wanted service for free at first we refusedWhen his wife had threatened us with ruining our name we said fine we will do a $job no charge she refusedWe do apologize if customer felt uncomfortable with the conversationBut we could not get a word out with out Ms[redacted] yelling at us which happened with every conversation she had with usBut we did not yell at her we just tryed to tell her what we had doneBut she would over talk us everytime we tryed to resolve the matterWe will do the Job no charge but will not give a refund especially when everything we done was neededThey just had multiple issuesWe tryed everything we could to give them a good experienceI had even sent a text message explaining all this toMr [redacted] that this was not true and we did not yell at his wife and if they wanted the work done we would do it for freeTotaling in savings if you include the washer repairI hope to think the Revdex.com can see that that is more than sufficient to satisfy this situation

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below We've reviewed Bluegrass Appliance's response and have rejected their offer due to the fact that their response is completely fabricatedMy refrigerator WASNT in pieces as they claim when they arrived to my house in December of and the water worked intermittentlyWhat "service " they provided was to look at an iPad and look at a flowchart as to what could be the cause of the issueAfter myself inquiring about what if that isn't the problem and I paid for parts that didn't need to be replaced I was told that they would then have to see what could be the next stepI should have known then that they weren't the company to come fix this issue, BUT THEY assured me that they were a licensed Frigidaire repair center and that they wouldn't let me down and take care of meAs far as the "hook up" they keep referring to with my washer, if I would have guessed that was going to be their argument for the sub standard service that they provided then I would have paid the fee to remove the pot holder from the drainage pipe My wife and I aren't comfortable with them coming to our home and we are going to refuse their offer to "fix" our refrigeratorWe have been in contact with Frigidaire and have the names of the actual authorized licensed repair shops in town and we will continue the repair with one of them I have attached two pictures that show the current state of my refrigerator, as you can clearly see it is NOW in pieces and not in a better state than when they first arrived in December We appreciate all of your help arbitrating this matter Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolutionPlease respond here ONLY] Regards, [redacted] I was rudely treated again by the office staff and as I stated before, only the top portion if my refrigerator was working each time the technician came out it wasn't until His last visit that he was trying to work on it that whatever He was doing started blowing out my power! Not before, get it correct ***! Again, it is early Wednesday and I haven't received a refund from them.I want all of my money back and repl***ment of my food! Again, I have no problem suing people! My intentions are clear! The refrigerator was half working the last time he came until He started trying to fix on something he knew he wasn't capable of fixing to begin with! It wasn't until then that he told me he couldn't repair it! You say three weeks well honey no power blew out those three weeks until [redacted] came back and tried working on it! I want all of my money!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I feel as the customer it is not my resposabiliy to have to wait to see who they can get to come and fix the appliancei understand this was a misfortune for this tech(work at the hospital that he was in)this was a bussiness of repairing appliances they should have other techs and be aware that people call into work everyday for various reasons.it was odd the day I called they were there the very next day to fix the appliance but when they did a very shotty job it was difficult to get them to come out and do the job correctly.the first initial visit was to diagnose and repair .they said that it was low on freon and they had this stuff they could put in it and it would seal and repair the problem along with adding freon.I had told them in the initional call that it sounded like the fan in the freezer was hitting some thing and making a loud noise at various timeshe never took the back off inside the freezer(i showed him where I had hit the back and it sounded like ice broke up and the noise would stop).the second time out he took the back out in the freezer and found a hugh chunk of ice that was hitting the fan (as I had told them in the beginning.the just removed the ice and said there you go!.then it started making the noice again (3rd time) they finnaly came out again and said they had over filled it with fron.never was it said that there was a part it needed.I have no idea what s hardstart isif I had needed it why was I not explained what it was and why I needed that part.thay are very unprofessioal.quick to get your money and did not fix correctlythings that should have been done in the first place was never done.thay do not want to come out and fix mistakes they failed to correct in the first placenever again will I recommend nor use them again.I feel they should give part of the money back for a mistake they keeped makingthey are not proffessional.I am a professional in my job and my time is valuable alsothey are not professionals .please believe methe woman I kept calling kept making excuses and wanted to keep calling me back and she was working on itsounded like the bussiness was being run in some ones kitchen from the sounds in the back.I work hard for my money and expect good work and courtesy from some one I pay for a service

We never said Mr*** refrigerator was in pieces only the icemaker again they called us because there waterline was frozenIt was not sending ice and to the icemaker or the water dispenserThere water line is no longer frozen and the icemaker is replaced along with a new water valve that was affected by the freezingThe fan in icemaker compartment needs to be replaced which is an additional issueWe cannot refund on parts but will consider refunding labor due to the fact all parts where neededThis is our final offer the labor is a total of a If Mr.*** wants to be reasonable that is what we will doWe do not want unhappy customersBut Mr*** was completely aware of everything and fully agreed these parts needs to be replacedAnd we have a signed invoice that expresses that the job was done to his satisfactionWe are not admitting fault by giving this Refund because we done everything possible to service correctlyBut we will refund the labor to eliminate any conflicts the customer must haveThanks, ***

We have already repaired this refrigerator it was a misdiagnosis but we figured it out and it was a freon leak that was more to repair but did not charge the customerAll repairs where neede repairs we just overlooked the leak but did not charge to do itWe did this absolutely freeWe apologize
for misunderstanding and if the job wasn't completed I would consider refund but no one refunds for completed jobsWe thank them for there business and sorry they don't wanna deal with usBut we completed work and didn't charge for it to compensate customer

The original service man was hospitalized on July 5th after having a very serious wreck which he suffered severe brain damage & facial damage. We explained to Ms*** that he was in the hospital & the office was behind due to this accident. After having to get together on
the schedule we did go back to Ms***'s on 7/13/and rechecked the refrigerator. We replaced a hardstart at no charge to the customer. The refrigerator was working when we left and Ms*** sign the ticked as being satisfied with the repair

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
 
 The statement(s) made regarding they called are blatant lies!! I was here all day on Wednesday never left! I have caller ID and the calls made, were from me to them!! I just want them to admit they weren't planning on coming and that they NEVER called on Wednesday or Friday, day after the Holiday, as I was here ALL DAY Friday as well!! It was VERY unprofessional to not even call back to let me know what was going on! Evidently, they did NOT want the business and this is NOT a proper way to do business!%

We have refunded this customer what they paid minus the service call.  We had explained to them the owner had been seriously hurt in a wreck & was in critical condition and the office was behind due to having to be at the hospital.  We have refunded this customers money.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]
Regards,
[redacted]
 
 I was rudely treated again by the office staff and as I stated before, only the top portion if my refrigerator was working each time the technician came out it wasn't until His last visit that he was trying to work on it that whatever He was doing started blowing out my power!  Not before, get it correct [redacted]! Again,  it is early Wednesday and I haven't received a refund from them.I want all of my money back and repl[redacted]ment of my food!  Again,  I have no problem  suing people! My intentions are clear! The refrigerator was half working the last time he came until He started trying to fix on something he knew he wasn't capable of fixing to begin with! It wasn't until then that he told me he couldn't repair it! You say three weeks well honey no power blew out those three weeks until [redacted] came back and tried working on it! I want all of my money!

We went and checked this customers appliance and ordered a part for it.  Our receipt says "all parts deposits are non-refundable".  We got the part & called the lady to go install the part.  She said it had started to work & wanted to cancel.  She was told we could not...

refund the deposit.  She & her husband called several times and was told the same info.  The husband came by our office to get the part just the other day and he was told the part was not in the office & we would have to check to see where it was.  Later that day we called him and told him the part was in the office & he could come pick it up.  He has since changed his mind & wants us to mail or drop the part off to him which we will gladly do so.  As soon as we drop the part off to him & he signed the Statement of Satisfaction, we will email you a copy of it.
 %3

This customer called us the morning before Thanksgiving.  She said she had 2 gas ranges and wanted to try to have one of the two fixed.  We did tell her it may be late due to the fact that we had many other calls scheduled before hers.  We did call her 2 times that day and did not get...

an answer either time.  We do not go unless someone answers the phone to assure us that they are home.  The next day was Thanksgiving and therefore we did not work.  We tried calling her again on Friday the day after Thanksgiving with still no answer.  We waited for her to call us back to reschedule.  She has never called us back.  I am sorry that she is dissatisfied that we did not show but had someone answered the phone we would have. 
We cannot do free service calls.  She has paid us nothing and she is free to call another service company.%3

In response to complaint # [redacted].  We have talked to the customer and issued a refund to her for the amount paid minus the service call and other fees.  Attached please find a Statement of Satisfaction signed by the customer stating that the issue was resolved and her refund was issued...

to her satisfaction.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
To say that the water line is no longer frozen and the ice maker works is incorrect (dare I say bold lie).  The entire ice tray is sitting on top of my refrigerator, waiting for the technician to return and repair it.  The closest I have come to having the ice maker work, was when water consistently dripped from the dispenser, while still not giving us water.  The ice maker compartment needs to be replaced, per Bluegrass Appliances.  While that may be so, that was not the case originally.  Due to the 6 months of dealing with this and Bluegrass Appliances continueally not fixing the issue, it has been damaged.  An issue that was not present when we originally called. At one point, I had a technician look me in the eye and promise me that the ice maker was in perfect working order and if not, he would be back to fix it.  Another time, the technician stated that previously the water line was cut by Bluegrass Appliances and this has actually made the situation worse.   Signed receipts saying the work was done, in which phone calls were made the next day stating that we still do not have ice.  We were told to give it more time.  Called a week later and [redacted] said it takes more time.  It does not take weeks to make ice in a working ice maker.  We addressed those issues quickly and consistently, but always told that it takes more time.   After the one attempt  in which they said they would fix it, we waited a month.  When I called to ask for an update, [redacted] stated that a technician had to come again.  During that conversation I was very specific that after 5 months of this issue, that I am not paying for this anymore and that Bluegrass Appliances needed to make this right. After much discussion about taking MORE time off, [redacted] took another day off of work and waited and waited.  They were more than an hour late and when they did call to say they were coming, we declined as it was so late our children needed to be in bed.  Once they did show up to look at it and they called later that week with a cost estimate, which contradicted the conversation with [redacted] about making this situation right and Bluegrass Appliances repairing our ice maker, in the last attempt.  [redacted] informed them at that time that once again, we were not paying for it.  After a month of no word from Bluegrass Appliances (time in which I assumed we were waiting for parts to be ordered/delivered, as it took quite a few weeks the first time and only because we called for an update did we get a response), I spoke to [redacted].  As I explained the situation, he proceeded to yell at me.  I admit that I interrupted a few times, only to ask that he stop yelling.  I was at work and had no choice but to keep a steady voice, in which have witnesses.   Despite ending that conversation very clearly stating that we will no longer deal with Bluegrass Appliances, [redacted] proceeded to call my place of employment (in which I have never provided that number), [redacted] called my place of employment and my husband received a very long text  This is harassment.  After dealing with this issue for over 6 months, getting yelled at and harassed, we stand by our comments in which Bluegrass Appliances is not welcome in our house.
If they wish to refund the labor costs, they have our address.  As they have stated that this would not be an admittance of guilt, it would also not be an acceptance of an apology for their wrong doing 
We have given Bluegrass the benefit of the doubt for over 6 months.  We have been patient and understanding.  We have taken many days off of work to be at home when they come. We have given them plenty of time to order parts, we have understood that the initial diagnosis doesn't always fix the situation.  However when their own technicians tells us that they have made it worse and then the company refuses to fix their mistakes, I will not continue to be involved in dealing with this company.  
I do not believe that we will come to a resolution to this issue.  Refunding the costs would be a start.  Based on other Revdex.com reviews and reviews on other websites, which were not there when we first called this company, I understand why they are so adamant to resolve this issue on their behalf.  I do not wish to continue to go back and forth, as I believe this is only being done to save face, not because they feel this complaint is invalid.  We will no longer respond to this conversation as it will not go anywhere.  Again if Bluegrass Appliances wants to refund the cost, they have our address.
Regards,
[redacted]

I have reviewed...

the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and we have come to a resolution with Bluegrass appliance and I have signed a letter releasing them from us and this repair.  We will not be escalating this complain to small claims court.  They did drop off the part as they stated that they would do.
While we are done with this complain, I will make one final note to say that we did not pay a deposit as indicated in their response.  We paid $323.05 up front as full payment for the part and the work to be completed.  A deposit would have been a something like 10-20% of the $323.05 that we paid up front.  We would not have had an issue with losing a deposit of say $32-$64 in this situation as we knew we signed off saying it was no refundable but we were paid in full for the part and the repair.  We didn't need the repair done so we at least wanted the part that we paid in for in full.
Regards,
[redacted]
 
 
 
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