Citywide Appliance Repairs Inc.

[redacted] was seen on the 5/** and told what parts were necessary for her repair. On the very next day she received the receipt of her partial payment for services, as the technician was unable to send it electronically that evening, the vendor made the technician aware that we no longer service...

this model as the parts are no longer available through them. [redacted] was immediately notified by the technician of this development. She will receive a refund in 2-3 weeks, which she claims "has never came back" no it would not have, as 2-3weeks have not yet elapsed. [redacted] would be well advised to read more carefully and ask confirmation questions rather than speak half truths, as no where on our websites does it claim we are an authorized service center for her appliance, but in fact, only that we service them.

Labor was performed to diagnosis the problem with the appliance. This will be deducted from the amount paid by the customer.  Refunds are sent out in 4-6 weeks. we understand that it has been slightly longer. Her refund will be issued as soon as possible. Thank you.

On Tuesday 6/*/2014 the customer called regarding an igniter repair. The Tech was dispatched and repaired the igniter. The customer called that evening stating that the repair was done, and the igniter was working, but once the tech had left the igniter had not come on right away, but that on his...

third try, it did and he had left a message for the tech, but now that is was working fine we could disregard the message and he would let us know if it did not continue to work properly. The next call came from the customer on Friday morning and he explained he could now smell gas and the oven was not functioning well.  The customer was scheduled, then called back to say that he did not want to wait and he would call someone else. The customer then asked for a refund, which was refused as he signed an acknowledgment that services are non refundable and that the repair was completed to his satisfaction. After having his request for a refund denied, the customer called back to say that we  had blown the circuit board to the oven. Had that been the case, the customer would not have had use of his appliance.

The Customer is due a refund in the amount noted. We apologize for the inconvenience to the customer. Resolution of the matter has been found and this issue is now being properly addressed . A refund is being issued to the customer.

[redacted] purchased a service agreement with Citywide Appliance Repairs in June,2013. He has received quality service and has continued to use his agreement up until this point. His last experience involved a part that was on back order with our contracted vendors. His ability to purchase personally online, has no bearing on our contracted vendors. We are always willing and open to discuss any issues that the customer may have to resolve any issues in our services. However, by tampering with the appliance while it was under repair, [redacted] voided his warranty. It is non refundable.
Thank you.

We were unable to complete the repair for the customer and the customer has been told she will receive a refund, minus the labor. The customer will receive the refund as soon as possible.
Thank you.

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 has been resolved for now.  They are scheduled to complete the repair 3/[redacted]/14.  As to the home adviser, please look on the attached documents from previous response at the top of the page.  There is a logo with Home Adviser certified and approved on it.
Sincerely,
[redacted]

[redacted] had a part that was on back order for a time, which of course was a an inconvenience to the customer and delayed her repair. She endeavored to order the part herself and asked Citywide to install the part she purchased when it arrived. On the Tech's arrival, she was alerted that the board...

she ordered was incorrect and that the board the Tech ordered for her would arrive in 3-5 business days. [redacted] then called someone else to complete the job. As acknowledged by her signature of our terms and conditions, Service, Service Agreements, Parts/Electronics and Labor Fees may not be refunded. She will however receive a credit to her account for future use towards any future repairs.

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:
The response was false.  I have attached a copy of the web-page on the date that I made my complaint as well as today.  It is evident that they changed it since my complaint and still claim to be home advisor approved.  I also have a problem with the contract as 1, I was told I would have one e-mailed to me because all of the my information was taken on an I-pad and no paper copies were ever filled out 2-  I never received a copy of the contract.  Also the fact that the repair has not been made would make me question the fact that I paid for a contract but the work was not completed in 8 weeks when it was promised in one.  I was never and have never been called to follow up, the only responses I get are when I call them.  A technician was supposed to  call, but never has.   I believe that the false advertising, lack of communication and unfulfilled work is a breach in their part of the contract I never received.  I believe I deserve a full refund.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: I paid for a brand new portable washer and brought a used one. They promised to give a refund and has yet to come. Have been calling and they keep giving me the runaround.Desired Settlement: I would like my refund back and the cost of me getting another washer. I also would like reimbursement for my laundry cost. Gave them $367.00 want a refund for $700.00 which is reasonable.

Consumer

Response:

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

Sincerely,

Review: The company was hired on 6/*/14 to replace the oven igniter in my home that had burned out. The repairman, [redacted], came to my home and said that he would be able to fix the issue and that he had the correct equipment with him to do so. He installed a new igniter that did not exactly fit the bracket but said it should still work. He installed the new igniter and tried to start the oven. There was a significant delay in ignition, about 20 seconds, which he said is normal for a new igniter. He then sealed the oven and left. I tired to start the oven and the igniter lit but the gas did not light up. I turned it off and tried to catch him outside and he was gone. I then tried again and could smell the gas and see the igniter was lit but the gas again did not light. I tried to call the company and they were already closed. The third time that I tried it lit but there was again a delay but it did eventually light but the gas smell was spreading around my home. Someone called back from the company and I informed them what was happening. She told me that she could send him back tomorrow to fix it. I had not heard back from them. By Thursday the igniter did not even turn on and the oven was totally useless. I called back Friday morning and was told they would need to order a part and they could come on Wednesday 6/**/14 if the part came in. I told them that it was too long to wait and wanted a refund since the work was shoddy at best and dangerous at worst. I was told that there is a no refund policy. I subsequently hired a new repairman who had the correct igniter for this oven. When he opened the oven he said that he needs to get a picture of this-as the work was so unbelievable bad. When he attempted to fix the igniter with a proper one he said the entire oven circuit board was blown-due to the inappropriate igniter installed by [redacted] and I would need to either replace the board for about $450 or buy a new oven for about $550. I have contacted the company again and the person answering the calls would not give me any information regarding the [redacted] of the company. She told me that she would have the [redacted] contact me. When I asked who that was she said [redacted]. So far I have not heard from them.Desired Settlement: $203.31 initial payment + $450 to cover the cost of the damage to the oven from his incompetence.

Business

Response:

On Tuesday 6/*/2014 the customer called regarding an igniter repair. The Tech was dispatched and repaired the igniter. The customer called that evening stating that the repair was done, and the igniter was working, but once the tech had left the igniter had not come on right away, but that on his third try, it did and he had left a message for the tech, but now that is was working fine we could disregard the message and he would let us know if it did not continue to work properly. The next call came from the customer on Friday morning and he explained he could now smell gas and the oven was not functioning well. The customer was scheduled, then called back to say that he did not want to wait and he would call someone else. The customer then asked for a refund, which was refused as he signed an acknowledgment that services are non refundable and that the repair was completed to his satisfaction. After having his request for a refund denied, the customer called back to say that we had blown the circuit board to the oven. Had that been the case, the customer would not have had use of his appliance.

Consumer

Response:

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]

The repair was done with an inappropirate igniter and as a result of the wrong part being used the circuit board blew and needs replacement. I 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 work. The repairman, [redacted], also cut and modified the bracket for the igniter so that his part would fit. The net result was delay in ignition and gas permeating the house. By Friday the igniter would not even turn on. When called they said they would need to order a part and it would take 5 days to get, without even inquiring as to what the problem may be or knowing what part needed to be ordered. At that point, I contacted a different repairman. The second [redacted] 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 [redacted] including cutting and modifying the bracket and he then diagnosed that the the circuit board blew because the wrong igniter was used by citywide. As a result of the incompetence of [redacted] I need to pay an additional $450 to repair the current oven. When I called to speak to a [redacted] at Citywide I was told that I would be called back. I have not heard from anyone since. The [redacted] was also coy about giving company details including [redacted] and [redacted].

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

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.

Review: On June *, 2014, we bought a 3 year service contract for $762.96. On September **, 2015 I tried to contact the company for a repair under this contract. The email address provided on the contract is not a valid email address. The phone number on the contract is not valid. Neither are the two other phone numbers I found on the internet. I am unable to contact anyone at Citywide Appliance Repairs, Inc.

Review: I contacted this business for a repair they took my money I did not get the repairDesired Settlement: I woul;d like a refund

Business

Response:

We were unable to complete the repair for the customer and the customer has been told she will receive a refund, minus the labor. The customer will receive the refund as soon as possible.

Thank you.

Consumer

Response:

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,

Business

Response:

Labor was performed to diagnosis the problem with the appliance. This will be deducted from the amount paid by the customer. Refunds are sent out in 4-6 weeks. we understand that it has been slightly longer. Her refund will be issued as soon as possible. Thank you.

Consumer

Response:

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,

Review: We hired City Wide Appliance Repair to fix our broken dishwasher, eight weeks ago. The only contact I have had with the company is when I call them. They continue to state that the part is on back order, and do not give me a date as to when it will be in. I have been promised that the service technician will call, however they never have. I requested that me money be refunded, but they have refused. I paid $400 for the job and a "contact" to fix it for a year. On their site they claim they are Revdex.com accredited, but looking further into it, they are not. (False advertising?) They also claim to be Home Adviser certified. They go by two names I could find. Hudson Valley Appliance repair and City Wide Appliance repair. With multiple addresses. The latest being in Highland, NY.Desired Settlement: Refund and removal of Revdex.com logo on their website(s).

Business

Response:

[redacted] is correct, her part is on back order. We are hopeful to have an eta date from the vendor shortly. We have never and do not claim to be Home Adviser Certified that information is nowhere on our website. [redacted] purchased a service agreement, which she knew was non refundable at the time of purchase, and we will not be issuing a refund. As 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 pages. Some of our previous listings may not have all been corrected to show our new address. We are working to correct that. We apologize for [redacted]'s inconvenience and will endeavor to do all we can to repair her appliance as soon as possible.

Consumer

Response:

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:

Review: I purchased a contract for my washer and dryer last June. This past Jan 2014 we started having problems with the washer and dryer there man showed up and looked over the appliances..I was then told the washer needed a mother board(back Order) and the dryer needs a plumber..really a plumber..I asked where water hooked up to a dryer I knew we were in trouble. Still not repaired...so he comes back two more times ..dryer still not working and now he tells me the washer needs a pump ( also back ordered ) almost a month has past and still no pump ( back order ). So I take matters into my own hands and ordered a pump, it was at my house in two days no problem getting it. So I called again and told the woman that answers the phone what has happened..I told her of all the money I have spent cleaning the clothes and getting the pump. So I asked her to refund the $450 for the contract she then tells me that that money was spent on all the parts they put in....my question to her is what parts every time he came he left with the washer and dryer still not working because the parts are on back order. Oh did I forget to add that he did not even check out the pump because when I opened up the old one it was filled with lent.Desired Settlement: All I would like is the money for the contract refunded...sense they did Nothing.....And I had to spend $170 for a new pump and $$$ to have our clothes cleaned elsewhere but all I would like is the $459.29 refund on the contract. Because they did NOTHING....

Business

Response:

The Customer purchased a service agreement to cover two appliances for three years in June of 2013. We have attended to his needs several times since his purchase to his satisfaction. Recently the customer called siting problems with both. The technician addressed his issues. A concern of the customer was to have a vent cleaning which entailed more than his dyer. he was instructed to call an HVAC technician to deal with this, as this is beyond the scope of our repairs/services. Most recently a drain pump was necessary for the customer's washer. The customer was alerted that the part was not readily available and would be shipped as soon as the vendor received it. The customer notified the office 5/*/2014 that he could not wait, had ordered a pump from an online vendor and had installed it himself. This act voids and nullifies his service agreement as sited in our terms and conditions. In such a case a refund will not be granted.

Consumer

Response:

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,

Business

Response:

[redacted] purchased a service agreement with Citywide Appliance Repairs in June,2013. He has received quality service and has continued to use his agreement up until this point. His last experience involved a part that was on back order with our contracted vendors. His ability to purchase personally online, has no bearing on our contracted vendors. We are always willing and open to discuss any issues that the customer may have to resolve any issues in our services. However, by tampering with the appliance while it was under repair, [redacted] voided his warranty. It is non refundable.

Thank you.

Consumer

Response:

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,

Review: On 5/**/13 a service technician by the name of [redacted] came to our home to fix our refridgerator. He found the problem and had the necessary part in his van. He installed the part and tested the refridgerator. A fee of $172.47 was paid for the service. On 6/**/13 our refridgerator stopped working again. I called Citywide appliance repair again and explained the problem. An appointment was scheduled for 6/**/13. The same Technician arrived to our home on 6/**/13, [redacted]. He proceeded to check the refridgerator and stated that the same part he installed previously was not working and said that "these things happen to these parts" he also stated that he did not have the necessary part on him and it had to be ordered by his office. He went on to say that we owed $102.71 for him coming out, BUT SAID IT INCLUDED THE FEE FOR THE PART, since I immediately asked him if we had to pay for another part. He then reassured me that the part would be ordered the next business day and he would be back to install it. I waited 5 days before calling the office for a status. When I called the customer service representative did not have any records of my refridgerator and asked for the model/serial #. I explained that [redacted] had already been to our home for a repair in May, but she still could not find any records. I told her that I would have to call her back with the information since I was calling from work at the time. As soon as I got home I called Citywide and left the serial/model # on the answeing machine. I called back a few day later to confirm she recieved the information and confirmed with the same representative that the part was on back order and she had no estimated time as to how long it would take to arrive. I was assured a phone call as soon as the part came in. Days went by and now in July I called every week for a status and was told the same thing..."the part is on back order---- we will call you back" By July ** I started to get concerned and thought I was getting the "run around" so I called again and expressed my concern to the same customer service representative. I was assured again that the part would be in. On the [redacted] of July with no status still I called and left a message that if I was not given an exact date then I would need my check refunded and I would have to go elsewhere for repair. I stated that I have a 3 year old and cannot continue to be inconvenienced without a refridgerator. Later that afternoon I called again and asked about my message but the representative had not listened to it yet since she was not aware of my wanting a refund. I told her that I absolutely needed an answer that day and was told she would talk to the technician. I did not get a return call. Today July [redacted] I called in the morning and left her a message on the answering machine asking for a refund if they could not come up with the part and repair my refridgerator. I finally got a call back close to 5pm and the same customer service representative stated that she got my message that I wanted a refund and said " we are done with you" I was shocked! and said what do you mean??? You did not come through with the part I paid for?! The customer service representative then said "we never ordered the part, you never paid for it" I was confused and reminded her that I had been call her for weeks and why was she stringing me along then? She proceeded to put the Technician on the phone and he said I would not get a refund because it was his fee for coming out to the house on 6/**/13. I immediately questioned him about being told the piece was going to be ordered and he hung up on me. I tried calling several times only to get the answering machine. I left a message stating "this is not how you treat customers"Desired Settlement: would like a full refund for my last check payment of $102.71

Business

Response:

Again, [redacted] had not paid for the part for her refrigerator, only for the visit which was 102.71, a $95 charge plus tax. As she stated herself, she was told that the part was not ordered because she had not paid for it. A refund for the trip charge will not be given. The technician diagnosed her problem and she was advised of her options.

Citywide Appliance Repair

Consumer

Response:

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:

No, that is incorrect. I was only informed that the part was not ordered due to non-payment after several weeks of phone calls inquiring what was going on.

When [redacted] came to service the refrigerator the 2nd time he specifically told me & my husband that there would be NO charge for the part because it malfunctioned so soon after being installed. I even have a saved voicemail from someone at Citywide ( I think it was you, [redacted]) stating that the piece was ordered and would arrive soon. I am completely frustrated by the constant deceit & dishonesty.

If I wasn't guaranteed a new part by [redacted] himself then I wouldn't be so upset. [redacted] assured he would be back with the part at no additional cost since he didn't have it in the van like the first time!

Again, [redacted] had not paid for the part for her refrigerator, only for the visit which was 102.71, a $95 charge plus tax. As she stated herself, she was told that the part was not ordered because she had not paid for it. A refund for the trip charge will not be given. The technician diagnosed her problem and she was advised of her options.

Citywide Appliance Repair

Sincerely,

Business

Response:

In response, we are sorry for any confusion this situation has been subject to. Though we understand the customer's position, no special consideration was given this customer with respect to not having to prepay for parts. As is company policy, all parts must be prepaid for by the customer at the time of diagnosis or repair. The trip charge, and the trip charge only, was paid for at the time of visit. The customer is not entitled to a refund.

Sincerely,

Citywide Appliance Repair

Consumer

Response:

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:

If that is your company policy then [redacted] should have been upfront from the beginning. An apology is not going to repay the costs for the spoiled food or the new refrigerator we had to purchase. I have a toddler to provide for and had to constantly go out for food.

Your company lied from the beginning and strung me along for weeks without any explanations.

[redacted] was crystal clear when he was asked about additional fees. You don't even guarantee the previous repair you did. Shame on you for treating customers this way!

Sincerely,

Review: This started on Oct. ** when the technician came to my house to diagnose the problem with my washing machine. He took it apart said that we need two parts and asked for a deposit check of $470.26. The check cleared not even 24 hours after we gave it to him and the first alarm bell went off. He was going to try and return that next week with the parts and never did so we had to call and set up an appointment for 3 weeks later, Nov. ** between 9-noon. On the morning of Nov. **, around 9 am, we get a phone call that they don't have the parts and its going be another week and schedules us for Nov. **. So on Nov. **, [redacted], the technician shows up, who I have come to find out may or may not own the business. I helped him take my dryer off the washer, they were stacked, and unhook the water etc. After being there for about 25 minutes, he then tells us that there is another part that we needed to fix the back of the washer that was going to cost another $900 so we elected to buy another washing machine, courtesy of our landlord. After realizing that we paid $470.26 for nothing I called them back asking for some money back. I never even saw the parts that we supposedly needed to fix our washer, in the first place. Over the course of about a week, they informed me multiple times that we signed a contract saying that parts and labor are non-refundable . I can understand paying for the labor because he did come to my house and take my machine apart but I did not want to pay for parts that were not used to fix my washer. They said they would try to put something together to compensate me. I called back on Nov. ** and the woman told me they could offer me a two year service plan that is supposedly of equal value to the parts that I paid for. I promptly said no and that I appreciated it but I would rather have the money for the parts, that were unused, totaling close to $280. Again, she reminded me that they were non-refundable. I then asked for the parts that I paid for and she said they may have sent them back already. I did not remember signing anything so I requested the invoice that she said we signed that was legally binding to the fact that the parts were non-refundable and she said they would have to contact they're accounting department. I got an invoice about a week later dating Dec. * when the original invoice that was "legally binding" should've been dated Oct. **. I called the next day to see if there was anything else they could do for me and I asked for the parts again, to which she informed me that they probably won't be able to send them back but I also cannot get my money back. In frustration, she then told me to contact their service manager, [redacted], the same technician who came to my house. He informed me that they sent the parts back a month ago but had to pay a 35% restocking fee. I asked what happens to the other 65% and his response, like a broken record, was that the parts are non-refundable. I have called several more times demanding my money back and got a voice mail today, Dec. **, saying that I am harassing his employees and if I ever call again he will call the cops on me! After following up with the Revdex.com, this is not a legal business practice. Regardless of a legal contract, as a consumer all we have to pay for is services RENDERED and if a business has the opportunity to send parts back they are required to return the money to the customer for the parts that were not used. Legally, they are required to give us our money back regardless of the legal contract that this company keeps swearing by.Desired Settlement: At least a refund for the parts that I paid for and were never used

Consumer

Response:

At this time, I have not been contacted by Citywide Appliance Repair regarding complaint ID [redacted].

Sincerely,

Review: On April **, 2014 [redacted] from City Wide Appliance came out to our house to repair an LG Washer/Dryer combo unit that was not drying properly. He identified the problem and said he required payment in full in order to get the part and return for service. We wrote a check for the full amount of $261.78 which City Wide promptly deposited.5/*/14 [redacted], the office manager at City Wide, called us to say [redacted] went to our house but, upon arrival, discovered the manufacturer sent us the wrong part. She says they have ordered the correct part and it should arrive shortly.Between 5/* and 6/** we call City Wide multiple times but are told again and again that the part is on back order and has not arrived. I eventually decide to take matters into my own hands. On 6/**, 6/**, and 6/** I call [redacted] asking her to tell me the exact part number for the part they are waiting on. Finally on 6/** she provides the part number. I order the part online and have it overnighted to us. We call [redacted] to request a refund of our money and to cancel all service with them. [redacted] explains that the payment is NON-REFUNDABLE and they are just waiting on the part. We explain that we have the part and ask them to come install it. [redacted] returns and tells us we have the wrong part. It is the exact part they told us to order but they say it is wrong.We hire another company who comes out and determines that in fact no parts are needed, there is just too much lint in the machine. That technician cleans the machine and now we have a working dryer. We have tried to get our money back from City Wide but they have refused. Unfortunately we didn't read reviews prior to hiring them - looks like many have had the same experience.Desired Settlement: We would like to be refunded $261.78. We paid for parts and labor that were not provided. The diagnosis of the problem was incorrect. The company continually told us that the part was unavailable and we would have to wait but we were able to obtain the part overnight. In the end we didn't even need a part. The solution was simple and could have been provided on April [redacted] when City Wide first came to our house.

Business

Response:

[redacted] had a part that was on back order for a time, which of course was a an inconvenience to the customer and delayed her repair. She endeavored to order the part herself and asked Citywide to install the part she purchased when it arrived. On the Tech's arrival, she was alerted that the board she ordered was incorrect and that the board the Tech ordered for her would arrive in 3-5 business days. [redacted] then called someone else to complete the job. As acknowledged by her signature of our terms and conditions, Service, Service Agreements, Parts/Electronics and Labor Fees may not be refunded. She will however receive a credit to her account for future use towards any future repairs.

Consumer

Response:

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:

A. City Wide Appliance incorrectly diagnosed the problem. They ordered a part and estimated time for labor that was not necessary.

B. When we finally hired [redacted] to come fix the problem the technician explained that no parts were necessary. The machine was just full of lint. He disassembled the machine on the spot, cleaned it, and the machine now works perfectly. No parts were required.

C. Despite 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 part. The part we ordered is the User Control Board for model number WM3431HS. [redacted] 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. [redacted] said she could not schedule a service call to install the part until I verified the part number. I did so in a voicemail I left with her office on June [redacted]. She then called me back to schedule the appointment, thus indicating I had provided the correct part number. Finally, the technician from [redacted] looked at the part and verified that it was in fact the correct User Control Board for the washer/dryer in question.

D. City Wide's claim that the manufacturer was not releasing the part and that it was on backorder/impossible to obtain is false. I 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 refund. What is City Wide's commitment to their service agreement? They did not provide any service. They never once called us with information about our repair (over several months). They misdiagnosed the problem. They requested and received payment for a part and labor that was not necessary at all. They continually stated that the part in question was unavailable/on back order when it was, in fact, widely available. When 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 laughable. We would NEVER call them for service again. If 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, etc. We are not the first people to be swindled by this business. I 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,

Business

Response:

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.

Consumer

Response:

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,

Review: A Citywide Appliance Repair technician came to my house 3-**-14. It is now August, and they have still never returned. They day they came they broke my dishwasher door, and did not fully repair my washing machine, saying they need parts. They also ordered parts for my stove, and I signed a service contract for those 3 appliances. I was told the parts would be approx $500.00, and the service contract would be approx $35.00. The break in the dishwasher was small at first and I decided to not make a big deal of it because the man had been nice. The door handle has since broken off completely. After a few weeks I started calling them. They never came back, and kept saying that no parts have come in for any of my 3 appliances. After a few months I asked for a refund, so I could buy a new washing machine. [redacted] the [redacted] said that service contracts are non-refundable. I told them that they had not provided any service and that they should make an exception for me, but they were unoved. Finally I agreed they could keep the money from the sevice contract, just refund my parts for me. She said that there was no refund because I was not charged for any parts. She said the service contract covered all parts, and furthermore she said that I had not been charged $500.00, but only $300.00, which is the standard service contract rate. I told her I was charged $500.00 and she adamantly refused, saying that I must be mistaken. I checked my credit card statement and it said $500.00. When I told her this she suddenly became aware of another possibility and said she would check on something. After this she came back and said that yes I was indeed charged $500.00, and that the technician had checked the wrong box by mistake, but still there would be no refund. If she knew of this "other box" option, why did she not check it before? She just assumed I was not to be taken seriously, and she didn't check it until I had the credit card statement. I feel like they don't care as long as they have the money.Desired Settlement: At the very least I would like a refund of all my money. Beyond that I feel like their practices are so underhanded and low, and their service is literally non-existent, that they should be fined or penalized in some way to teach them they cannot conduct business in this way.

Review: On July *, 2014 the company technician came to my house and diagnosed the repairs needed on a Bosch refrigerator and microwave. He was unable to complete the repairs because he needed to order parts. He insisted that I pay for his visit and "sold" me a service agreement on the two repairs that would cover my appliances for 3 years from that date. The charge was $362.81 and has cleared my credit card. The company has not returned to complete the repairs. I have called numerous times and left messages. They have not returned my calls and I was not given a receipt by the technician to prove that I paid and what was required to complete the repair.Desired Settlement: I want my money returned on my credit card so that I can call another repair company.

Consumer

Response:

At this time, I have been contacted directly by Citywide Appliance Repairs Inc. regarding complaint ID [redacted], 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,

Consumer

Response:

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

Sincerely,