February 19, 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] productsWe 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 days and it is our responsibility But the reason for the failure was a part that they supplied not our faultThe 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 officeWe 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 days for an email that was promised(This is the same M.Oused by the prior company used by service power pre ***)Right now we have 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 repairIs 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 ***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 workI 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]
February 19, 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] productsWe 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 days and it is our responsibility But the reason for the failure was a part that they supplied not our faultThe 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 officeWe 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 days for an email that was promised(This is the same M.Oused by the prior company used by service power pre ***)Right now we have 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 repairIs 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 ***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 workI 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]