Citywide Appliance Repairs Inc.

Review: The service technician, [redacted], came to our home to repair our LG range three times with the last time on January **, 2014. LG recommended him as an authorized repair service for their products. We paid this guy over $400 for new parts and labor. but he still could not fix the problem. He said the unit must be defective and said we would receive a refund in the amount of $293.76 for the parts that he had brought. We weren't happy to have to pay him anything for not being able to repair it, but figured that amount was better than nothing. We didn't want a hassle with this guy. Well, the refund never came. We called them several times as well as LG Customer Service since that is where we got his name in the first place. LG has been in contact with them on our behalf. So far nothing has been refunded to us. Incidentally, the range was not defective. We got someone else to come look at it who ordered the necessary parts and the range has worked nicely ever since. The second person looked at the parts that [redacted] had ordered for our range and said that they were the wrong parts and not the right ones for our range. [redacted] had ordered the wrong parts, made us pay for them in advance, and then bailed on the project. Now he doesn't even have the dignity to honor the refund that he offered us in writing! When I or LG call them up, we get [redacted] (not sure spelling of her name) who at first said they needed a few weeks to process the refund. Then she said she would send it soon. Then she said she would send it right away. Well, five months later we still do not have any of the money back paid to them! They have stalled and caused us all kind of aggravation. Frankly, at this point, we feel that they owe us the entire amount paid for labor and parts.Desired Settlement: They owe the refund, have put it in writing, and need to send the refund immediately.

Business

Response:

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.

Consumer

Response:

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,

Review: In April of 2014 a service contract was bought from [redacted] the [redacted] of Citywide Appliances. To cover three appliances - it was over $500 - we now have an issue with our stove - the original repair that [redacted] supposedly fixed in April and the business phone number does not work.Desired Settlement: We would like the money for the service contract back as seemingly [redacted] no longer performs the service we paid for.

Review: Complaint type: ALLIts hard to choose one type of complaint type for Citywide Appliance Repair. I was recommended by LG Appliances to use them to repair my dishwasher. When I called to make an appointment, the woman (at the time) was pleasant and quickly scheduled my repair service. The tech came out as promised, ran a test, stated what was wrong, and took my payment for the part that needed fixing. He told me it takes 3-5 business days to get the part in. I called the following week to make sure the part was ordered and the same woman who was so helpful at first, blew me off. So, I called again on Thursday. It had been 4 business days and I wanted to know when I can expect my repair to be done. I called twice that day and no one called back. I then called Friday. Now, it had been 5 business days, so I decided to try again. And, again, I left a message and no one called back. I even tried calling before the day was over, and no one called back. I then called on Tuesday, and again, no answer. So, I had my husband call. And guess what? They answered! The same woman spoke to him and he had to her call me. She called me and said she never got my messages. I told her I don't want to use them anymore and she said all sales are final. I never signed anything and told her that was unacceptable. She has refused to credit me back for the part I paid for. She didn't apologize for not calling me back and blamed it on "someone else." Yet, it was her voice who changed the answering system, so not sure how she didn't get the message. She told me the part might be in in a day or two. How do you not know? Its 2014, you can call the manufacturer or whoever you deal with, and ASK when the part should be delivered. Its called tracking! Do not use this company. They will give you the runaround!Desired Settlement: I would like my check to be voided or returned. Or if already cashed, I would like a full refund.

Business

Response:

[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.

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:

Unfortunately, Citywide is lying. I never accepted a non-refundable agreement on parts or service. Nothing was ever stated to me about refunds on either parts or service. When 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 phones. So, I called 3 business days later to see if there was any notice of the parts arrival date. No answer. I called again that afternoon. No answer. So, I again called Friday left a message. No answer or response. I again called that afternoon. No answer. How does one run a business without communicating to its customers? So, I called again on the following Tuesday morning and left a message. No answer and no call back that is until my husband called. Then, I finally get a call back. At 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 for. The moneys rendered did not state if it was part of the part or labor--AS I DID NOT GET A RECEIPT OR A CONTRACT. It 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 ratings. There currently is an F rating on Revdex.com and if I had known this previously, I would have never called. I 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,

Business

Response:

[redacted] was told that I would follow up regarding his part order with the technician and once the technician updated the status they would be notified. He asked that the office pass that information along to his wife. When [redacted] was called she was irate and would not try to resolve the issue. If 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 appointment. As 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 ([redacted]). There is no perfect company, but we do strive to accommodate and resolve our costumer issues. It 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.

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:

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,

Review: The company is a husband and wife team that is acting under many false names, phone numbers and addresses. I contacted Citywide appliance to repair my thermador microwave that was out of warranty. Per their website they state they are accredited Thermador repair company. It turns out since this happened I checked with Thermador and they are not an authorized Thermador repair company. The company came to my home took my microwave apart, left the microwave apart and promised to come back to repair it 3 days later. They told me that I would need to purchase the part in advance and that I could not use Credit card because their credit card system was down despite the fact that they advertise credit cards being accepted. The repair person [redacted] could not provide a company card when asked, he only gave me his phone number on a piece of paper. He came back with an estimate for a part costing $182.65 that he said I needed to pay in advance. Then when he returned I would pay the balance of the service. I asked for a receipt in which he promised to email to me that night. He did not and when I called the office the next day, they emailed me a receipt. He cashed my check immediately and then once my check cleared, he emailed me to say he was sorry but they no longer service my microwave and cannot get the part. I should receive a refund within 2-3 weeks. The refund has never come back, he refused to come back and put my microwave back together and now they are no longer responding to my phone calls. I have documentation in writing of the invoice and the email stating I would receive my refund but I am still waiting.Desired Settlement: I would like my $180.65 refunded to me immediately. I would like their website to be taken down with the false advertising of being an accredited Thermador repair company.

Business

Response:

[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.

Review: On 9/**/2013 I contacted Citywide Appliance Repair to repair my GE Ice maker. I was very impressed that they responded right away and came out the same day. [redacted], who I now know is the owner, showed up to do the repair. He informed me it was the motor in the ice maker and that I would need a new one, which would cost approximately $175.00. I told him I was also having occasional problems with my GE dishwasher. He took a look at that and told me that I needed a replacement arm spray and suggested that if I put both items on a 2-year service contract, it would be more cost effective for me as the parts and labor would all be included -including that day's service call. It made sense to me. He wrote down my appliances models and serial numbers and told me he had to order the parts, and would contact me when they came in to install them.They set up the appointment for 9/[redacted]13 between 8am-12pm, and told me they would call me 15 minutes prior to arrival. They called me at 11:40am to let me know they didn't have the part. I was upset that I had a friend wait all morning. They apologized, and called back a few days later to ask me for the model and serial numbers again- which I gave them, but I was getting suspicious of their poor customer service. I didn't hear from them, so I called them on 10/**/13 to find out the status. The representative said she would get back to me that day, and never did. On 10/**/13 she called me to set up installation for the next day 10**/13 between 1-5pm Again, I arranged for a friend to wait. At 4:50pm my friend called to say they hadn't shown up, so I called them and got the representative again who said "he's running behind" I was upset that I didn't get a phone call to the effect, and asked her to find out how much longer and call me back. By 5:30pm when she didn't call, I called her back and told her I want to cancel the entire transaction, and I requested my money back- $358.67 -paid by check [redacted]. She said "Fine-it will come from the main office in 4-6 weeks" Then she called me back and told me that there would be no refund, that they do not refund service contracts. I told her I never signed anything to that effect, and it is not stated anywhere on my invoice. She then taunted me with "Take any action you want- you are not getting a refund!" and hung up

Business

Response:

As happens from time to time, service personnel run behind. We try very hard to stay within the time frame given, but due to the unknown and unforeseen, customers are sometimes inconvenienced by being asked to lengthen their time frame or to be rescheduled. We made every effort to make the appointment with [redacted] with in the original time frame, but, were simply unable to do so. [redacted] was asked to wait for the technician's arrival or to reschedule. She would do neither, but continued to demand that the tech be there asap. When it was iterated to her again that the tech would not be able to make his originally scheduled appointment, she demanded a refund. She was reminded that a refund would not be coming, as service agreements are non refundable, which was explained to her by the technician and as is stated on our company receipts in the term and conditions.

If [redacted] would like to reconsider and keep her Service agreement, we would be happy to oblige.

Thank you,

Citywide Appliance Repair

Business

Response:

We understand [redacted]'s position, but, we asked her to wait a bit longer for the tech to arrive and she refused. If she would have conceded to reschedule, we would have rescheduled her at the earliest possible availability to repair her unit. Instead of waiting or rescheduling and giving us the opportunity to service her, she demanded a refund. [redacted] made the decision to call another company to finish her repair, instead of allowing us to do it which was unfair. She removed any possibility of having her issues resolved with us. Again, we will gladly honor her service agreement, but a refund will not be given.

A copy of our terms and conditions is attached stating such.

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:

The company refuses to acknowledge that they have any responsibility for their lapse in customer service. Not once, but twice, I had someone wait for a four hour window to have my appliance repaired. The first time I accepted the apology and rescheduled. The second lapse is unacceptable to me- it should have been top priority for them to get it right and on-time. I am still requesting a refund, and feel I am totally justified in doing so. I would like to know what the Revdex.com can do to help me get my money back.

Sincerely,