D & S Appliance Service, Inc.

Mr*** is scheduled for an appointment on Monday February He was contacted earlier today Friday February I have reached out to *** to have a representative contact Mr*** to explain the situation Bottom line is that on Monday February this problem will be resolved

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
It seems we are getting two very different responses from [redacted].  Since I have spoken with several [redacted] reps it is clear to me D&S is simply not following the [redacted] process and, as such, I'm suffering as a result. 1. [redacted] has said that D&S has NOT contacted them for additional authorization for additional monies for the additional service call.2. [redacted] has AGREED to give D&S authorization stating the unit failed within 30 days.3. In fact, [redacted] actually sent a new part to D&S which speaks for itself.4. D&S has stated to me, through their service people, that [redacted] was never contacted by them which runs counter to D&S's claim that they "contacted [redacted] multiple times and spoken to different people".  The [redacted] process requires the service provider to call in and request authorization.5. The D&S owner, [redacted], has specifically stated to all D&S staff that, by no means should anyone contact [redacted] regarding this issue.  That makes no sense and results in my suffering more here with the broken appliance.6. D&S has NOT been "waiting 5 days for an email" but a single day and now refuse to follow up.  I suggested that maybe the email address given was written incorrectly at [redacted] or it got lost or whatever.  I asked D&S to simply call again and figure this out with ME IN MIND, their once loyal customer.  They said NO.7.  D&S seems preoccupied with bad experiences with the company that proceeded [redacted] saying "This is the same M.O. used by the prior company".  This is absolutely irrelevant. It was clear in my conversation with the D&S owner [redacted] that he felt some form of deja vu here and let that influence how he was going to handle this.  Given this is his very first experience with [redacted] you think he would have taken the time to learn the [redacted] processes and follow them giving [redacted] the benefit of doubt since this was all new to D&S.8. D&S says they should have secured payment already?  Well, the job is not done.  [redacted] likely pays the service provider at the end of the job, not during the job.  This is another example of D&S not taking the time or making the effort to understand the way [redacted] does business.9.  I NEVER informed D&S that [redacted] was going to open a new claim.  This is an option but it has not been confirmed to me that this is what [redacted] intends to do.  This is yet another example of D&S not taking the time to figure this out, call [redacted], learn how they do business, and get the job done so a loyal customer does not have to suffer anymore with a broken appliance.10.  This is not true and totally fabricated by D&S:  "It seems that [redacted] would rather pay a second service company then to pay us to complete the repair."  [this is a D&S quote]11.  This is the continued mentality of D&S (see D&S quote below): wait around and do nothing instead of simply picking up the phone, calling [redacted], learning a little bit more about how they do business, get the authorization, and get the job done.  "At this point we are making a business decision and not going forward with your repair until we are contacted by [redacted] directly and given an authorization to complete your repair."12. D&S states they are taking a loss on this?  D&S quote, "we are cutting our losses and not getting pulled further into this quagmire with [redacted]. There is a high probability that at this point we will not be getting paid for any of the work we have performed so far, even though [redacted] authorized us to do the initial work."  This makes no sense as D&S, in fact, has not followed-up on their previous call to get what they asked for, in writing.  By the way, the D&S request for confirmation in writing is NOT standard practice at [redacted] so that could be the issue as others need to review what would be considered a legal document.  Because of D&S's lack of trust in [redacted] and their fabricated story of what they think is going to happen has resulted in my loss.  There is no historical basis or precedent to think [redacted] would not pay D&S, it makes no sense.Regards,
[redacted]

February 19, 2016 Mr. [redacted] We are in receipt of your complaint but your frustration is misplaced.   You are correct that we signed up with [redacted] Service, but it was a contingency of the contract we signed to service [redacted] products. We have made three(3) trips to your home so far,...

trip one to diagnose the issue with your dishwasher, trip two to install a part that [redacted] supplied ( their policy that they supply parts ) the part [redacted] supplied was remanufactured,  trip three to diagnose the issue with that was caused by the part  supplied by [redacted] had failed.   As stated the part supplied by [redacted] was a remanufactured control and per [redacted] this is not acceptable [redacted] has a "core" charge on all their controls so that all controls go back to [redacted] and are not to be remanufactured, but destroyed.    At this point we contacted [redacted] for an additional authorization for additional monies for the additional service calls for the failed part. [redacted] refused to give us an authorization stating the unit failed within 30 days and it is our responsibility.  But the reason for the failure was a part that they supplied not our fault. The dishwasher initially worked when the remanufactured part was installed and tested by our technician. [redacted] did send us a replacement part (this time a new part) and we do have the part in our office. We have called [redacted] multiple times and spoken to different people and all promise to send over an authorization for additional payments but none have ever shown up.  We have been waiting 5 days for an email that was promised. (This is the same M.O. used by the prior company used by service power pre [redacted]). Right now we have 3 visits to your home by a service technician, countless time on the phone with [redacted] and you, and yet we still have not secured payment.  Now you inform us that [redacted] is going to open a new claim on your dishwasher and send out another service company.  It seems that [redacted] would rather   pay a second service company then to pay us to complete the repair. Is it possible that [redacted] is not going to pay the other service company either?  At this point we are making a business decision and not going forward with your repair until we are contacted by [redacted] directly and given an authorization to complete your repair.  I apologize that you are caught in the middle of this, but we are cutting our losses and not getting pulled further into this quagmire with [redacted]. There is a high probability that at this point we will not be getting paid for any of the work we have performed so far, even though [redacted] authorized us to do the initial work. I am forwarding off your complaint and this rebuttal to our [redacted] representative in the hopes of getting [redacted] to play fair and pay what they promise Regards [redacted]