Cardservice International

We do not go by a telephone diagnosis by [redacted] technician's they are not appliance tech's if they where they would of sent them to your home instead of emailing us the information to come to your home When they sent us on the 1st call there was nothing on it that said it needed a new circuit boardthey had on call error le suspect hall sensor which we received on 7/13/then they cancelled this dispatchon the 2nd dispatch which was sent the same day it had on call washer does not start is displaying a le error code and shuts downOnce again nothing about a circuit board like customer is statingI have a copy of all the paperwork they sentOur technician Todd went out and stated it needed a motor, rotor and statorThat is what that LG error code LE meansCustomer did not call 2-times per week as statedCust called on 7/29/wondering what was going on I went and asked Nathan and was told AIG approved the parts on 7/28/and he gave to our parts person to order the partsAll parts come in on 8/13/customer was called that day and the call was sch for 8/24/On 8/14/we received a email from the warranty company AIG cancelling customers call which we did( Nathan never cancelled anything)Which I also have a copy of AIG called us telling us they cancelled call by mistake AIG set up customer for 8/28/ I had to call AIG times to get Drew to send me the new paperwork for this customer I made phone calls to them on 8/21/and 8/24/Called customer to verify call and even told her we could come before Friday she started going off on me I told her AIG messed up by cancelling the call and not sending us any paperwork to go back until I made phone calls to themTodd went back on 8/28/to finish callCustomer called and said it was not working same error codeI could not get in contact with our serviceman because he did not have a phone with him that dayI called customers after her call to try and track him downOn Monday Todd called LG tech support and they told him it could now be a wiring harness needed and all the parts installed where correct for that code Once again we do not follow the advise of [redacted] which the customer keeps stating in her letter that it needed a circuit boardOur Tech's have been working on LG appliances for years and know what they are doing Then we got a complaint from the Revdex.com stated the customer wants a different vendor of [redacted] *** so Todd went no further with this repair

On 4/06/2017- upon arrival customer complaint was front right and right rear electrodes not sparking for ignitionCenter part for burner must be removed to inspect electrode and to replace electrode which is the part I suspected was broken and indeed was brokenRight rear removed with no problem, front right did not come out to easily I used a wire wheel and wdto try to remove part it still did not come outKnowing part had to be removed for repair I had no choice but to force threaded part outupon removal the threads stripped out due to two soft metals being fused together(brass and aluminum) parts seized due to old ageI fully explained to customer what happened and why both damaged parts would need to be replaced only one of two parts are available to repair the rangeThe parts needed electrodes to fix sparking for ignition, burner center cap and one burner base which is no longer available(had to damage to properly diagnose and repair) which was explained to customerOur technicans do not look up parts on siteOur procedure is when the technicans finish for the day they turn in there paperwork the next morning to our parts managerThe model and serial numbers of the appliance are then looked upThen he looks up diagrams to find out the proper part numbersThey are either then ordered thru part distributors or the mfg's are called directly to order the partfor these parts we had to call the mfg [redacted] directly to orderWe where then told that the burner base was no longer available The customer called us after the technican left her house and started complaining to Jim that we destroyed her range and what are we going to do about itJim explained to her about times the process that the technican had to follow to properly diagnosis her rangeShe keep going on and on about we damaged her rangeJim asked her if the technican should just guess the problem and not properly diagnosis it and get parts that she did not needShe then told Jim she was going to send her husband over and Jim told her go aheadand to stop threatening him or he would sent the police to her houseShe then hung up on himJim called [redacted] and explained everything to themThey told Jim that Todd did the proper diagnosisJim also called [redacted] after we got this letter and the only solution they gave the customer was to screw the valve body to the top and we where not wrong by disassembling to diagnosis the problem properly

Sentry North Appliance, Inc's rating by the Revdex.com should be downgraded due to their very poor repair service and deplorable customer service

We do not take electrical parts back, but since it was not posted properly on our sign it can be brought back

The men that work for these people could care less, Shipment was on time But had alot of Large furniture scratched, gouged, Tanning bed trashed

On 4/06/2017- upon arrival customer complaint was front right and right rear electrodes not sparking for ignition. Center part for burner must be removed to...

inspect electrode and to replace electrode which is the part I suspected was broken and indeed was broken. Right rear removed with no problem, front right did not come out to easily I used a wire wheel and wd40 to try to remove part it still did not come out. Knowing part had to be removed for repair I had no choice but to force threaded part out. upon removal the threads stripped out due to two soft metals being fused together(brass and aluminum) parts seized due to old age. I fully explained to customer what happened and why both damaged parts would need to be replaced only one of two parts are available to repair the range. The parts needed 2 electrodes to fix sparking for ignition, 1 burner center cap and one burner base which is no longer available(had to damage to properly diagnose and repair) which was explained to customer. Our technicans do not look up parts on site. Our procedure is when the technicans finish for the day they turn in there paperwork the next morning to our parts manager. The model and serial numbers of the appliance are then looked up. Then he looks up diagrams to find out the proper part numbers. They are either then ordered thru part distributors or the mfg's are called directly to order the part. for these parts we had to call the mfg [redacted] directly to order. We where then told that the burner base was no longer available . The customer called us after the technican left her house and started complaining to Jim that we destroyed her range and what are we going to do about it. Jim explained to her about 4 times the process that the technican had to follow to properly diagnosis her range. She keep going on and on about we damaged her range. Jim asked her if the technican should just guess the problem and not properly diagnosis it and get parts that she did not need. She then told Jim she was going to send her husband over and Jim told her go ahead. and to stop threatening  him or he would sent the police to her house. She then hung up on him. Jim called [redacted] and explained everything to them. They told Jim that Todd did the proper diagnosis. Jim also called [redacted] after we got this letter and the only solution they gave the customer was to screw the valve body to the top and we where not wrong by disassembling to diagnosis the problem properly

We do not go by a telephone diagnosis by [redacted] technician's they are not appliance tech's if they where they would of sent them to your home instead of emailing us the information to come to your home.  When they sent us on the 1st  call there was nothing on it that...

said it needed a new circuit board. they had on call error le suspect hall sensor which we received on 7/13/15 then they cancelled this dispatch. on the 2nd dispatch which was sent the same day it had on call washer does not start is displaying a le error code and shuts down. Once again nothing about a circuit board like customer is stating. I have a copy of all the paperwork they sent. Our technician Todd went out and stated it needed a motor, rotor and stator. That is what that LG error code LE means. Customer did not call 2-3 times per week as stated. Cust called on 7/29/15 wondering what was going on I went and asked Nathan and was told AIG approved the parts on 7/28/15 and he gave to our parts person to order the parts. All parts come in on 8/13/15 customer was called that day and the call was sch for 8/24/15. On 8/14/15 we received a email from the warranty company AIG cancelling customers call which we did. ( Nathan never cancelled anything). Which I also have a copy of.  AIG called us telling us they cancelled call by mistake . AIG set up customer for 8/28/15  . I had to call AIG 4 times to get Drew to send me the new paperwork for this customer I made phone calls to them on 8/21/15 and 8/24/14. Called customer to verify call and even told her we could come before Friday she started going off on me I told her AIG messed up by cancelling the call and not sending us any paperwork to go back until I made 4 phone calls to them. Todd went back on 8/28/15 to finish call. Customer called and said it was not working same error code. I could not get in contact with our serviceman because he did not have a phone with him that day. I called 2 customers after her call to try and track him down. On Monday Todd called LG tech support and they told him it could now be a wiring harness  needed and all the parts installed where correct for that code.  Once again we do not follow the advise of [redacted] which the customer keeps stating in her letter that it needed a circuit board. Our Tech's have been working on LG appliances for years and know what they are doing .  Then we got a complaint from the Revdex.com stated the customer  wants a different vendor of [redacted]  so Todd went no further with this repair.

Staff arrived on time three men worked from 9 AM to 3 PM very professional courteous they did more than we expected they took care of our things as if it were their own we were very impressed with the service of this company

Customer knew part was stuck in spot as she provided wd40 to assist in removal. I showed her how the rear part came out easily and how the front was stuck. Damage wasn't noticed until part was remove. It was not purposely done. There are other ways to fix but I never had a chance to talk to her after she found out parts where no longer available. The mfg also said that was the only way go get it out

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I was not given the choice by the service man whether or not to damage the stovetop in diagnosing the problem. I would not have approved of that. They have not taken responsibility for the damage, therefore the issue is not resolved.
Regards,
[redacted]