Citywide Appliance Repairs Inc.

*** *** was told that I would follow up regarding his part order with the technician and once the technician updated the status they would be notifiedHe asked that the office pass that information along to his wifeWhen *** *** was called she was irate and would not try to resolve the issueIf she had listened, rather than demanding a refund, she would have been made aware that the part would have been arriving and she would have been scheduled for her repair appointmentAs for her wild accusations that the company has moved due to poor ratings and that it has an F rating, these are unsubstantiated, and furthermore, as seen on the Revdex.com site itself, we have a B rating (***)There is no perfect company, but we do strive to accommodate and resolve our costumer issuesIt was explained to the customer that she would pre pay for her parts and the balance due to be rendered once the repair is completed, she was made aware that this is non refundable

The Customer purchased a service agreement to cover two appliances for three years in June of We have attended to his needs several times since his purchase to his satisfactionRecently the customer called siting problems with bothThe technician addressed his issuesA concern of the
customer was to have a vent cleaning which entailed more than his dyerhe was instructed to call an HVAC technician to deal with this, as this is beyond the scope of our repairs/servicesMost recently a drain pump was necessary for the customer's washerThe customer was alerted that the part was not readily available and would be shipped as soon as the vendor received itThe customer notified the office 5/*/that he could not wait, had ordered a pump from an online vendor and had installed it himselfThis act voids and nullifies his service agreement as sited in our terms and conditionsIn such a case a refund will not be granted

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
The repair was done with an inappropirate igniter and as a result of the wrong part being used the circuit board blew and needs replacementI signed that the oven ignited after he did his work without knowing the extent of the damage caused, as I am not a repairman/appliance expert, or the possibility of danger from the shoddy workThe repairman, *** ***, also cut and modified the bracket for the igniter so that his part would fitThe net result was delay in ignition and gas permeating the houseBy Friday the igniter would not even turn onWhen called they said they would need to order a part and it would take days to get, without even inquiring as to what the problem may be or knowing what part needed to be orderedAt that point, I contacted a different repairmanThe second *** *** immediately asked, prior to coming, what was the make and model of the oven to make sure that he had appropriate parts, something that Citywide never did. After arriving and assessing the problem he was shocked to see the shoddy repair that was done by *** including cutting and modifying the bracket and he then diagnosed that the the circuit board blew because the wrong igniter was used by citywideAs a result of the incompetence of *** I need to pay an additional $to repair the current ovenWhen I called to speak to a *** *** at Citywide I was told that I would be called back. I have not heard from anyone sinceThe *** was also coy about giving company details including *** and ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
ACity Wide Appliance incorrectly diagnosed the problemThey ordered a part and estimated time for labor that was not necessary.
BWhen we finally hired *** to come fix the problem the technician explained that no parts were necessaryThe machine was just full of lintHe disassembled the machine on the spot, cleaned it, and the machine now works perfectlyNo parts were required
CDespite the fact that no part was necessary to fix the problem with our machine, I will also address City Wide's claim that we had the wrong partThe part we ordered is the User Control Board for model number WM3431HS*** at City Wide told me which part to order and I also called the manufacturer directly (LG) to verify the part number for the user control board. *** said she could not schedule a service call to install the part until I verified the part numberI did so in a voicemail I left with her office on June ***She then called me back to schedule the appointment, thus indicating I had provided the correct part number. Finally, the technician from *** looked at the part and verified that it was in fact the correct User Control Board for the washer/dryer in question.
DCity Wide's claim that the manufacturer was not releasing the part and that it was on backorder/impossible to obtain is falseI called LG to ask about this and they said the part was widely available and gave me several websites where I could obtain the part myself, which is exactly what I did
City Wide is claiming that their "service" agreement is the basis for denying us a refundWhat is City Wide's commitment to their service agreement? They did not provide any serviceThey never once called us with information about our repair (over several months)They misdiagnosed the problemThey requested and received payment for a part and labor that was not necessary at allThey continually stated that the part in question was unavailable/on back order when it was, in fact, widely availableWhen the part arrived (verified that it was the right part by them, LG, and another service person), they claimed that it was the incorrect part We also have no way to verify that City Wide ever came to our property to do the repair as we were not there
They want to offer us a "credit" for future service? The idea is laughableWe would NEVER call them for service againIf the Revdex.com does a simple search online it will find multiple reports of the exact same situation with City Wide...requesting payment upfront, reporting parts are backordered, never returning calls, misdiagnosing problems with machines, etcWe are not the first people to be swindled by this businessI only wish I had read reviews online prior to hiring them.
Once again, we are requesting a refund of the money paid to City Wide
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

At this time, I have been contacted directly by Citywide Appliance Repairs Inc. regarding complaint ID ***, however my complaint has NOT been resolved
because:
the business refused to refund my money although they did not return to fix my microwave or my refrigerator. I have since contacted another appliance repair service to repair them. However, although I requested a return of my payment of over $360.00, Citywide refused because they said their policy is that a "service contractcould not be refunded".
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Unfortunately, Citywide is lyingI never accepted a non-refundable agreement on parts or serviceNothing was ever stated to me about refunds on either parts or serviceWhen I called to follow up if the part had been ordered (doing my due diligence as a customer), I was told "I don't know and that the tech is good, so I am sure its ordered" in so many words by the woman who answers the phonesSo, I called business days later to see if there was any notice of the parts arrival dateNo answerI called again that afternoonNo answerSo, I again called Friday left a messageNo answer or responseI again called that afternoonNo answerHow does one run a business without communicating to its customers? So, I called again on the following Tuesday morning and left a messageNo answer and no call back that is until my husband calledThen, I finally get a call backAt this point, I did not want to do business with people who lack in customer service? I was told that they still didnt know when the part was coming in either I asked for a refund on the amount I paid forThe moneys rendered did not state if it was part of the part or labor--AS I DID NOT GET A RECEIPT OR A CONTRACTIt is unfortunate that I had given them any money at all, as I did some research on Revdex.com and multiple sites and this company has changed locations various times because of their poor ratingsThere currently is an F rating on Revdex.com and if I had known this previously, I would have never calledI want my refund or I will take it to small claims court
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Our office has been in contact with the customer, as the back ordered part is now available and the customer is scheduled for repairWith regards to the Revdex.com mentioned on the sub site, that was immediately removed when brought to our attention, as it should not have been placed there by our designerWe are working toward being Revdex.com accredited and hope to be so in the very near futureAs for the Home Advisor reference the customer keeps referring to, we are not and have never claimed to be associated with that warranty network
Thank you

*** *** is correct, her part is on back orderWe are hopeful to have an eta date from the vendor shortlyWe have never and do not claim to be Home Adviser Certified that information is nowhere on our website*** *** purchased a service agreement, which she knew was non refundable at
the time of purchase, and we will not be issuing a refundAs far as going by two names, we have always been Citywide Appliance Repairs, our micro site simply highlights the fact that we cover the Hudson Valley, and the company name is clearly visible on our web pagesSome of our previous listings may not have all been corrected to show our new addressWe are working to correct thatWe apologize for *** ***'s inconvenience and will endeavor to do all we can to repair her appliance as soon as possible

Revdex.com:
I have reviewed the response made by the...

business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
 First of all I have been waiting over two months for this refund and I don't believe they 're going to honor it. Second Of all they did not perform any labor only gave me an estimate I feel I should receive the full amount back.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Everything that was in their respond was untrue....everything their tech showed up he left with the problem not repaired. Each time he told me that he had to order parts but after the third time I tried to see what was up with everything on back order. When I looked into this I found the parts were never on back order and could be shipped at anytime. I then called citywide and inform them of this. It is like talking to a wall with n0 reply. So I waited another week with no phone calls so I ordered the part and I had it in 48 hrs.I then called again and told them that I would not work with people that lie. I also told them that I would like another man to come by because this guy did not know what he was doing. I explained that after 6 weeks I had to take action to have them repaired and if they returned the contract money (Because they did nothing to make repairs they just told me that the parts were on back order every time). Also there were times he was to come and never showed. All I every wanted was them to be fair and tell me the truth...IF they could not fix it just tell me..we could work it out...but that never happened. I told the people in my Union the story and they replied CITYWIDE no one uses them. So in closing all I want is to move on and have the contract refunded...and I will not even ask about the $170 for the pump and all the money to have the cleanings done else where. As far as the plumber I never  needed one.[Your Answer Here]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Crediting our account is not an acceptable resolution b/c we would never hire this company again.
Essentially, City Wide is being paid for doing nothing. They misdiagnosed the problem. For months, they were unable to obtain a part that was WIDELY available at multiple vendors online. That part was not even necessary to fix the machine. They could have fixed the machine the first time they came out to look at it (as the service provider from [redacted] did - he heard what the problem was and said, "This happens a lot with these machines. It'll take me 20 minutes to clean out the parts and you'll be back in business." And that is EXACTLY what happened.)
We hired another vendor b/c City Wide was completely inept in their ability to fix our machine, to keep us updated as to what was going on, or to obtain parts they claimed were needed.
By crediting our account, City Wide simply holds on to money for providing us - the customer - with nothing but hassle and inconvenience. This is not acceptable.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have to laugh ...tampering...I was the only one that could fix it.  I contacted GE and they told me that the part was never on any back order with any company...better yet what is this company's name and let contact them and GE and get the answer because I have spoken GE and this just untrue. Yes ..it is true that they sent a guy to my house to look at the washer and dryer but it was just that he looked at it... everytime he came it was always the same    back order..maybe they should get there parts from the company I got mine from in  48 hrs...not months.[Your Answer Here]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
 Payment was made on December 2013 it is now February ** 2014 well past 4-6 weeks. What is so difficult about issuing about issuing a refund you had no problem cashing my check freight away and by the way I Would like to know your definition of labor . Not one piece of equipment was taken apart for an estimate the repair man simply stood in front of the machine and said there's no power going to the machine and the main board needs to be replaced and for this you think you deserved $260.00? I would like the full amount returned to me. It was unprofessional of you to schedule an appointment and I took a day off from work to wait for you only to have you call and say you couldn't do the repair unless I moved the machine off of the washer. You should have been prepared when you scheduled the appointment for this inconvenience I SHOULD BE ENTITLED TO MY MONEY BACK.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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

[redacted] called 5/** regarding her appointment on 5/** concerned if a part ordered for her had  been made, the part order was confirmed for her and she was told that when it arrived, she would be called and her repair would be scheduled asap, the tech told her to allow 3-5 business days for...

the part to arrive. At that the time she paid for her parts, she was alerted to the fact that parts, labor and service are non refundable. [redacted] claims she called again on Thursday 5/** and Friday 5[redacted] of last week, but did not receive a call back.  I apologized to her that she had not received a response regarding her call, as I was not in the office, the techs may not have been able to respond.  Also [redacted] did not take heed to the fact that the parts arrive in business days, and since she was seen on a Saturday, the probability of her part order being processed by our vendors would not have been until the [redacted] the earliest or the [redacted] the very latest and her part not due in our office until roughly the ** or [redacted] at the earliest due to the extended holiday weekend. A vendor email would be sent to us to confirm the date of the estimated time of arrival. [redacted], also called today and whom clearly understood that the part had not arrived yet asked as a courtesy that  a second phone call be made to explain this to [redacted]. When [redacted] was reached she she told of her dissatisfaction and asked for a refund rather than working toward a resolution. She was reminded that it is non refundable. We are happy to complete the repair for the customer but she has refused.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
It truly is sad that this business keeps falsifying the events that happened that day. I was not "irate." I was told that the part was still on order and that they did not know when it was going to come in. Again, it is not hard to check on that information and that is all I wanted to know. I no longer wanted to do business with the company based on all of the reasons I have said in the previous statement. I asked for a refund, which I am entitled to since no services took place. I was never told that the check I wrote that day was specifically for the part or for labor as [redacted] only took partial payment and left no receipt or contract. Again, and this is my point, I was never given a receipt or a contract. My money was taken and no part or service was ever rendered. I have asked for a refund. And the company has refused. We can keep going back and forth, but in the end, I am a dissatisfied customer who wants their money back.
And, if you research this company, which I am sure Revdex.com has, they can see that there are multiple complaints with this company. 
Note to Revdex.com: I do not want to keep emailing back and forth.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The customer's second  call to the office was 3 days after the initial visit. It is imperative to call such issues in as soon as possible, as a call sooner would have alleviated his problem that much quicker. The customer explained to the office what problems he was experiencing, which were relayed to a technician, whom having reviewed the customer's work order with model and serial number for his appliance, knew what steps to take next. The part was to be ordered at no charge to [redacted]. After making his appointment, [redacted] called back and cancelled. Citywide was more than willing to rectify any problems that the customer may have been experiencing following his repair, had he given us the opportunity. Unfortunately, It was the customer's decision to proceed with another service provider.

It is unfortunate that [redacted] had a less than pleasant experience. She was rescheduled due to her request that the tech come out to install the part she purchased, and the office was instructed to do so by her technician. Once the tech arrived, he realized the part was not what was necessary for the repair. The part that the tech ordered was not available through our contracted vendors, which happens from time to time. Had it arrived and the tech found that it did not resolve the issues, Citywide would have taken on the expense and resolved the issue for the customer. Instead, [redacted] hired another service provider, all the while being aware that parts and labor were non refundable.
No company is perfect, and as issues arise, we try to resolve them as quickly as possible. We did extended [redacted], credit to her account, which she may take advantage of at anytime.

Revdex.com:
I have reviewed the response...

made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter will be resolved when we have received the refund.  They have promised numerous times to refund the money, but it never happens.  The most recent promise was that it would be sent on the last business day of May.  They are stalling and probably hoping that we will just go away.  But we have no intention of giving up on this matter and will take legal action against Citywide for the entire amount that was paid to them if they do not send the refund within a week of this response.
Sincerely,
[redacted]