Budget Appliance Repair

Complaint: [redacted] I am rejecting this response because: It would not done any good to have Sr tech come outThe Dish washer was working! What could he done different?it was poor trouble shooting from the first tech that came out! If he would have used a volt meter in first place, instead of light meter it could have save a lot to trouble and extra expense I want my $ back!! Is the only proper solution to this problem Sincerely, [redacted]

Aloha,, We received a letter from your organization regarding the above ID and we wanted to provide a response We've made attempts to call her on 9/and 9/23, respectively and left voicemails for her to return our call Since her appliance is still not working despite our attempt to fix it, our policy is such that we will make additional efforts to repair the appliance free of charge We would still like to make this happen Please advise if this response will suffice Thanks Budget Appliance Repair [redacted]

Complaint: [redacted] I am rejecting this response because: Business is misrepresenting the factsTheir senior technician (Leonard) came twiceDuring the first time on February, Leonard could not fix the problemHe did not know why the exhaust fan turned on the warming drawer light on the control boardHe left the range without solving anythingI contacted Leonard again to tell him the situation got worseNow the oven and the exhaust could not be turned on.On February senior tech Leonard came a second timeHe now diagnosed the problem to be the switch membrane and not the control panelAt no time did the senior tech state that this rep [redacted] was under warrantyHe stated in order to rep [redacted] the switch membrane the entire front panel would have to be replaced and added costAgain he did not state that the switch membrane rep [redacted] was under warranty as the Business claimsI already spent money on replacing the control panel, front burner coil and range knobAnd like the control panel, how can I be sure that the switch membrane is the problem? I have no more confidence with the Business that they know what they are doing and no more patience when they would respond, and that is why I declined to have the rep [redacted] doneIt was not as the Business stated that the rep [redacted] is under warranty and there will be no charge.Additionally, I asked Leonard to look at the refrigeratorI asked him why it is taking the refrigerator rep [redacted] so long to be fixed? I told him that since January when their service tech (Koa) came to look at the refrigerator nothing has been doneAll my calls to their dispatcher (Brittney) was in vainKoa diagnosed the problem to a faulty damper that was making a knocking sound 24/Senior tech Leonard looked up the part on his iPad and found out it was in stockHe did not know why from January to February nothing was doneThe senior tech left.On February, senior tech Leonard came a third time to replace the faulty refrigerator partThe Business still does not admit that this rep [redacted] started on January when their technician Koa came, and when I paid my deposit to the Business.On March I came home in the afternoon after playing golf at Barbers PointMy wife came home after meShe was out all day workingI had a Revdex.com email and a phone messageI replayed a phone message(12:26pm) from the Business (Pua?)I could not hear clearly what was being said or askedIt ended with "we wanted to ask if everything is going OK (with the refrigerator and range)I called back at pm and left a message for Pua Sincerely, [redacted] ***

Aloha Mick, We received a letter with the aforementioned ID and we wanted to provide a response We spoke with the customer on 9/and we apologized for the miscommunication We offered a discount on the current services but since the customer already purchased a new appliance, we've agreed to refund her the service fee of $ She's used our services in the past and hopefully will call us again in the future Please confirm receipt of this email and advise what the next steps are Thank you Budget Appliance Repair [redacted]

Revdex.com:At this time, I have not been contacted by Budget Appliance Repair regarding complaint ID [redacted] .Sincerely, [redacted]

Aloha,
We are aware of the situation with the customer and it we do understand his frustration regarding the diagnosis services that we have providedIt is our policy to ensure an accurate diagnosis and provide excellent customer service to the community. With this said we do
understand that there may be times an inaccurate diagnosis may be made and these do happen few and far apart.
It is our policy not to refund our service fee of $($with tax) as this is for the technicians time and professional opinion
On July 08, when our technician arrived for the initial diagnosis, the repair was declined by Mr*** as he would proceed to repair the machine on his ownMr*** still received value by way of professional opinion on this date. When Mr*** called our office on July 11, 2016, we offered to go ahead and send our SrTechnician Manager to re-diagnose the issue and make sure that indeed a misdiagnosis was done before proceeding with any refund of the service feeAt that time Mr*** did decline this offer and did not allow us the opportunity to rectify the situationThank youBudget Appliance Repair

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is somewhat satisfactory to me in that the appliance is finally repaired
However, after reviewing the timeline that the business has supplied, I find that they were not in communication according to the record they stated. Many calls were made to the available six phone numbers listed on the invoice and phone book and messages left with no response *** *** gave another phone number that a real person answered The estimated time for part arrival was given as the end of the month of November An email was sent mid November to Budget and it bounced back NO email was ever, ever sent to me No message before December 11th was ever left on my phone machine All communication up to December was initiated by me My main complaint was the lack of communication!!! Voice mail with no return call for six weeks is no way to run a business The appliance was repaired on December 12th
Sincerely,
*** ***

Unfortunately, that is the only information I have.  Perhaps Choice Home Warranty (###-###-####, fax ###-###-####) has additional info, as they were the ones that sent them here in the first place.
Sorry I didn't respond sooner, but I didn't see this email until...

now.Truly,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
It would not done any good to have Sr tech come out. The Dish washer was working! What could he  done different?
it was poor trouble shooting from the first tech that came out! If he would have used a volt meter in first place, instead of light meter it could have save a lot to trouble and extra expense 
I want my $ 89 back!! Is the only proper solution to this problem
 
Sincerely,
[redacted]

Aloha Mick,   We received a letter with the aforementioned ID and we wanted to provide a response.     We spoke with the customer on 9/22 and we apologized for the miscommunication.  We offered a discount on the current services but since the...

customer already purchased a new appliance, we've agreed to refund her the service fee of $78.53.  She's used our services in the past and hopefully will call us again in the future.     Please confirm receipt of this email and advise what the next steps are.     Thank you.     Budget Appliance Repair [redacted]

Aloha,We are aware of the situation with the customer and it we do understand his frustration regarding the diagnosis services that we have provided. It is our policy to ensure an accurate diagnosis and provide excellent customer service to the community. With this said we do understand that...

there may be times an inaccurate diagnosis may be made and these do happen few and far apart. It is our policy not to refund our service fee of $85.00 ($89.01 with tax) as this is for the technicians time and professional opinion. On July 08, 2016 when our technician arrived for the initial diagnosis, the repair was declined by Mr. [redacted] as he would proceed to repair the machine on his own. Mr. [redacted] still received value by way of professional opinion on this date. When Mr. [redacted] called our office on July 11, 2016, we offered to go ahead and send our Sr. Technician Manager to re-diagnose the issue and make sure that indeed a misdiagnosis was done before proceeding with any refund of the service fee. At that time Mr. [redacted] did decline this offer and did not allow us the opportunity to rectify the situation.Thank you.Budget Appliance Repair

Complaint: [redacted]
I am rejecting this response because: Business is misrepresenting the facts. Their senior technician (Leonard) came twice. During the first time on 1 February, Leonard could not fix the problem. He did not know why the exhaust fan turned on the warming drawer light on the control board. He left the range without solving anything. I contacted Leonard again to tell him the situation got worse. Now the oven and the exhaust could not be turned on.On 9 February senior tech Leonard came a second time. He now diagnosed the problem to be the switch membrane and not the control panel. At no time did the senior tech state that this rep[redacted] was under warranty. He stated in order to rep[redacted] the switch membrane the entire front panel would have to be replaced and added cost. Again he did not state that the switch membrane rep[redacted] was under warranty as the Business claims. I already spent money on replacing the control panel, front burner coil and range knob. And like the control panel, how can I be sure that the switch membrane is the problem? I have no more confidence with the Business that they know what they are doing and no more patience when they would respond, and that is why I declined to have the rep[redacted] done. It was not as the Business stated that the rep[redacted] is under warranty and there will be no charge.Additionally, I asked Leonard to look at the refrigerator. I asked him why it is taking the refrigerator rep[redacted] so long to be fixed? I told him that since 22 January when their service tech (Koa) came to look at the refrigerator nothing has been done. All my calls to their dispatcher (Brittney) was in vain. Koa diagnosed the problem to a faulty damper that was making a knocking sound 24/7. Senior tech Leonard looked up the part on his iPad and found out it was in stock. He did not know why from 22 January to 9 February nothing was done. The senior tech left.On 15 February, senior tech Leonard came a third time to replace the faulty refrigerator part. The Business still does not admit that this rep[redacted] started on 22 January when their technician Koa came, and when I paid my deposit to the Business.On 10 March I came home in the afternoon after playing golf at Barbers Point. My wife came home after me. She was out all day working. I had a Revdex.com email and a phone message. I replayed a phone message(12:26pm) from the Business (Pua?). I could not hear clearly what was being said or asked. It ended with "we wanted to ask if everything is going OK (with the refrigerator and range). I called back at 5 pm and left a message for Pua. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I only have one record of a call on Tuesday, September 22, eight days following the complaint filing.  For which I returned on Thursday, September 24 because of scheduling conflicts with their business hours.  I left a message with the receptionist that took my phone call who informed me that [redacted] would return my call in the morning (of 9/25).  I have not received a returned call and have also left a message today.
As stated in the original complaint, upon trying to remedy the situation I attempted to reschedule repair twice and twice the individual did not show.  It has now been one month since the original repair has been noted as insufficient.  It is unreasonable to expect that a customer would wait that long before seeking other alternatives.  
Again, not only has this been an inconvenience for our family, scheduling a day off, etc. But our spend has been much higher than normal, due to waste, food and ice.   We have ordered a reasonably priced refrigerator as a replacement.  Please reimburse us for the full amount $737.16.  That is more than fair considering the amount already charged to us, loss wages for time off and other time spent on contact attempts, additional costs of food, waste, ice, and the hardship placed on this family.
Sincerely,
Jaime N[redacted]

Aloha Mick,   We received a letter with the aforementioned ID and we wanted to provide a response.     We spoke with the customer on 9/22 and we apologized for the miscommunication.  We offered a discount on the current services but since the customer already purchased a new...

appliance, we've agreed to refund her the service fee of $78.53.  She's used our services in the past and hopefully will call us again in the future.     Please confirm receipt of this email and advise what the next steps are.     Thank you.     Budget Appliance Repair [redacted]

Aloha,,   We received a letter from your organization regarding the above ID and we wanted to provide a response.  We've made 2 attempts to call her on 9/22 and 9/23, respectively and left voicemails for her to return our call.   Since her appliance is...

still not working despite our attempt to fix it, our policy is such that we will make additional efforts to repair the appliance free of charge.  We would still like to make this happen.       Please advise if this response will suffice.     Thanks   Budget Appliance Repair  [redacted]

Aloha,Aloha, In regards to the Revdex.com complaint that we received on 11/27/2017 we would like to provide a response to the situation.On 11/01/2017 our technician diagnosed a [redacted] Dishwasher which we charged $99.48 for a diagnosis fee. Our technician completed his assesment and informed the...

customer of the diagnosis, cost and the ETA (estimated time of arrival) date of 7-10 business days for the part to arrive. We then ordered the part from [redacted] to be shipped to our office. We were then informed by [redacted] that due to the nature of the parts being hard to find, the parts were listed as a factory back order until 11/30.Our office called the customer on 11/20/2017 and left a voicemail with the new arrival date and if she has any questions to give us a call but we received no calls, emails, voicemails or text messages from her. We then received the Revdex.com complaint on 11/27/2017 stating that we have not returned any phone calls and our email bounced backed. Our office called the customer again and left a voicemail on 11/29, 11/30 and 12/01 to contact our office so we may better assist her regarding the complaint. On 12/04/2017 we received a call from the customer and she stated that she was upset about the repair taking too long and that she had received our messages from the previous week. After informing the customer that we had no control over the shipping and that the part was on backorder she understood the situation. We offered her an additional $20 discount on the repair for the inconvenience which she accepted. After checking with [redacted], the part was shipped to our office and delivered on 12/08/2017. We left a voicemail on 12/08 and 12/11 to contact our office to schedule an appointment. We received a call from the customer on 12/11/2017 and scheduled for 12/12/2017 to have the repair completed. Upon completion of the repair on 12/12/2017 the dishwasher is operating good, the customer has paid the balance and we believe this issue to be resolved.

Complaint: [redacted]
I am rejecting this response because:
It would not done any good to have Sr tech come out. The Dish washer was working! What could he  done different?it was poor trouble shooting from the first tech that came out! If he would have used a volt meter in first place, instead of light meter it could have save a lot to trouble and extra expense I want my $ 89 back!! Is the only proper solution to this problem 
Sincerely,
[redacted]

Revdex.com:At this time, I have not been contacted by Budget Appliance Repair regarding complaint ID [redacted].Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:I only have one record of a call on Tuesday, September 22, eight days following the complaint filing.  For which I returned on Thursday, September 24 because of scheduling conflicts with their business hours.  I left a message with the receptionist that took my phone call who informed me that [redacted] would return my call in the morning (of 9/25).  I have not received a returned call and have also left a message today.As stated in the original complaint, upon trying to remedy the situation I attempted to reschedule repair twice and twice the individual did not show.  It has now been one month since the original repair has been noted as insufficient.  It is unreasonable to expect that a customer would wait that long before seeking other alternatives.  Again, not only has this been an inconvenience for our family, scheduling a day off, etc. But our spend has been much higher than normal, due to waste, food and ice.   We have ordered a reasonably priced refrigerator as a replacement.  Please reimburse us for the full amount $737.16.  That is more than fair considering the amount already charged to us, loss wages for time off and other time spent on contact attempts, additional costs of food, waste, ice, and the hardship placed on this family.
Sincerely,
Jaime N[redacted]

Aloha,,   We received a letter from your organization regarding the above ID and we wanted to provide a response.  We've made 2 attempts to call her on 9/22 and 9/23, respectively and left voicemails for her to return our call.   Since her appliance is still not working despite our...

attempt to fix it, our policy is such that we will make additional efforts to repair the appliance free of charge.  We would still like to make this happen.       Please advise if this response will suffice.     Thanks   Budget Appliance Repair  [redacted]