Dan Marc, Inc.

I am rejecting this response because: After nearly weeks of being broken the refrigerator is still not working because the repairs were not done correctlyI am a HVAC technician with over years of experience and I know when a refrigerator is working correctlyThe Dan Marc technician clearly noted on his service report he replaced the compressorThe fresh food evaporator was inspected by another repair company and they indicated to me it looked like an original partSince the Dan Marc technician left the job the refrigerator is making loud crackling noises that seem to be coming from the freezer evaporatorPossibly caused by incorrect or over charging the system and the is liquid refrigerant or other non condensables in the refrigeration system. The suction return line is icing up which indicates a refrigeration system that is over charged with Freon or there is a restriction in the capillary tubing

[A default letter is provided here which indicates your acceptance of the business's response. If you
wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID***, and find that this resolution is satisfactory to meRegards, *** **

Then that is what we will do

THERE ARE DIFFERENT PROCESSES THAT TECHNICIANS ARE TRAINED BY, DEPENDING ON WHERE THEIR TRAINING TOOK PLACE.  OBVIOUSLY THE ORIGINAL REPAIRS PERFORMED NEARLY 4 YEARS AGO WERE BOTH PROPER AND ACCURATE, AS IS PROOF BY THE FACT THAT THE REFRIGERATOR HAS FUNCTIONED FOR NEARLY HALF A DECADE....

 THE WARRANTY PERIOD WE PROVIDE IS 90 DAYS, WHICH HAS LONG SINCE EXPIRED.  THE LAST TECH THAT CAME AMY OR MAY NOT HAVE BEEN FAMILIAR WITH THE MANNER WHICH THE PREVIOUS TECH HAD HIS TRAINING BUT NEVERTHELESS, THE CONSUMER IS RESPONSIBLE FOR ANY AND ALL CHARGES PERFORMED IN JUNE OF 2014.  THE ISN'T A SERVICE COMPANY ON THIS PLANET THAT WARRANTIES WORK FOR A FOUR YEAR PERIOD, AND SHORT OF A BUILT IN REFRIGERATOR-NO MANUFACTURER THAT WARRANTIES IT FROM ITS' INCEPTION FOR ANYWHERE NEAR THAT LENGTH EITHER.

Complaint: [redacted]
I am rejecting this response because:I do not trust them anymore as the service man should of never told me to use the unit with the unit not working to...

its fullest operation. I need them to come and get their board and return my 200.00 to my credit card. What ever the service man Gerry did caused the board to overheat and burn out.
Regards,
[redacted]

We are sorry you are having an undesirable experience with or service team.  Unfortunately, there are times when a failure is intermittent and does not reveal itself in full on an initial visit and at times in subsequent visits. We did determine that your compressor was...

ultimately the cause of the trouble and have ordered the part and put you back onto our schedule in accordance with the expected arrival time of the part and the techs availability in the schedule.  We will make every effort to resolve this as quickly as possible and allow you to look past this situation.

We apologize for any inconveniences you may have had with your service experience.  However, we don't cheap, lie, or do any other of the list of items you mentioned.  On all new appliance with electronic control boards in them, you need to have a ground outlet and have the polarity...

correct as a measure of protecting the control devices.  If your outlet was only a 2 pronged outlet, then it is entirely possible what you've described can be an issue.  So having spent money on an electrician to come and rectify that is an exercise that is needed.  And you did not pay us for any service.  Your repair was covered by the mfg.  And unless your electrician carries 134a refrigerant gauge with him, there is no other was of checking pressures in a sealed system, without having tapped into it with a valve port to make such a determination.Regardless, if the unit is still not working as it should, we would be more than willing to come out and repair it, as that is what your warranty is for.  And our warranty is stated on our invoices, should you have paid any labor or parts for repairs.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID...

[redacted].  I see that the business said that they will remove this from collections.  Because their response was a bit vague, I would like for this removal from collections to be in writing and also confirmation that the balance that I owe them is $0.00.   With written confirmation, this resolution will be satisfactory to me. I appreciate your assistance in regards to this matter.
Sincerely,
[redacted]

There was an automated reminder call that went out at that time to ###-###-####.  Whether or not someone listened to the message or not...there are options in the message to request cancellation or to speak with a CS rep

We were out of town and didn’t have a chance to respond to the previous email. I apologize.The...

case is not solved. The problems are still the same. DanMarc left two voicemessage. One to say they had the part for the refrigerator – which didn’t make sense as the problems are with the oven/microwave. They left another voicemail stating they had left numerous voicemessage, which is untrue, and that they now had the part for the oven and wanted to stop by. Unfortunately DanMarc stopping by won’t solve the issues because of the following:1.       It was the DanMarc technician that broke the oven. They are obviously not skilled to resolve simple problems.2.        DanMarc keeps sending the same tech that caused the problem to begin with3.       We have serious concerns about the damage that is done to the oven/microwave  because of their mistake – both long term and short term damage.We need this oven/microwave examined by another and independent technician and replaced if need be – at DanMarcs expense. Please feel free to contact me with any questions.Your help to resolve this is much appreciated.Thank you

We went to the customer on 12/23.  The invoice states that the tech had to rest the breaker and it service report was signed by a [redacted]

After speaking with the tech, he claims he explained to the customer that due to the fact that he could not completely diagnose the appliance, since it was not functioning at the time, it would need at least the one part, but may need additional work done, once that part was installed.  It was...

agreed upon that they would proceed, realizing there could be further work and monies required.  That is what transpired

Our office has left several messages to schedule to have the service manager visit the home and assess the situation.  We have not received a response that will allow us to schedule his visit.

The service appointment was made with [redacted].  IT gets dispatched to us and automatically placed on our route for the day requested.  The afternoon prior, all customers get a robo-call informing them of their upcoming appointment and the window of tine anticipated.  My guess is the...

information about having the tech call the customer ahead of time was given to the call center personnel, who is supposed to place that in the notes of the service dispatch, which is sent to us.  I checked and there are no notes of any kind other than "please confirm [redacted]", which is not a model of any sort.  Therefore, we will take this up with [redacted], for not quoting the service rates and/or informing us of your special request.  It is their responsibility to include and inform all consumers' of the rates on the initial call, which apparently did not occur.  I will have this removed from our collections process and understand from our standpoint, it is was assumption all of the preliminary processes were met and we were dispatched with the knowledge you were in agreement upfront.

We ordered the part and the location that it was originally ordered from showed stock.  When the shipment arrived from the Parts distributor the next day, it was marked as back ordered, meaning they did not have stock in that location.  So we in turn, ordered the part directly from...

Whirlpool, which takes 3-5 business days to receive.  We have no control over the availability of parts from distributors and order from the closest vendors when they are avail.Tell us why here...

AFTER RECEIVING MULTIPLE DOORS FROM THE MFG, AND EXAMINING THEM, WE BROUGHT A COUPLE THAT WERE SENT THAT WERE IN GOOD CONDITION.  THEY WERE ALL REFUSED.  WE CAN NO LONGER KEEP ORDERING, SPENDING OUR RESOURCES WAITING ON A PART THAT THE CONSUMER ULTIMATELY HAS TO APPROVE.  WE ONLY GET...

PAID ONE TIME TO PERFORM THE JOB, AND HAVE ALREADY LOST HUNDREDS OF DOLLARS IN REVENUE RUNNING TECHS OUT TO ATTEMPT TO REPAIR THE UNIT.  WE SIMPLY TURNED IT BACK OVER TO THE CONSUMER TO DEAL WITH THE MFG AND GET HER DOOR AND ANOTHER SERVICE PROVIDER, AS THIS HAS BEEN A TOTAL LOSS FOR OUR COMPANY

We have refunded the monies requested

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. My understanding is that I can disregard bills from this business as well as notices that my account will be sent to collection, and that my balance with the business is $0.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
On 5/13/2017 - Third Appointment with Dan Marc Appliance another NO SHOW for the third time. I received a email confirmation that my appointment was schedule for 5/13/2017,   I also received a voicemail from Dan Marc Appliances on 5/12/2017 @ 3:11pm time stamped.  When I listen to the email it stated if you are  [redacted] press 1,which I did and I heard nothing else. Put this company on BLAST, [redacted] & [redacted] you just lost a customer because of this company. I will never buy your products
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I still am not comfortable with the variation of the situation.  The problem with the refrigerator is still not resolved as the repairman who came yesterday said it was a warranty issue and a licensed KitchenAid technician should fix it.  I called KitchenAid to schedule another appointment with your firm and you are scheduled to come first thing Monday (6/6/16) morning (between 8 am and 12 pm).  The problem appears to be a leak in the sealed refrigeration system.  In speaking with KitchenAid yesterday they said that their file shows that your technician arrived at 5:12 pm on 6/1 and we did not let them into the apartment because they were late.  This is yet another untruth.  I am willing to forget the entire matter if you show up on time on Monday and fix the problem in a professional and courteous manner.  Please help us out and make this happen
Regards,
[redacted]