Dan Marc, Inc.

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

There doesn't seem to be any notes regarding you calling back requesting a refund.  But in light of what you claim and the date that you called us back complaining of the d/w still leaking, we will issue a refund as requested.  Had it been brought to my attention earlier, it would have...

been handled in this same manner.  Sorry for the inconvenience

We don't know what the failure of the product is until we diagnose the failure.  The part had ordered and brought with us was pre screened, based on the model information provided to us and what was thought could be the culprit.  It was in an effort to minimize the inconvenience to the...

customer, by having what my pre screen department believes may be needed.  Unfortunately that was not the issue and the panel itself was faulty.  If we were trying to "scam" the customer, why would we spend $15 twice to have a part shipped to us and then send it back!!  And if someone tells you site unseen that the product can't be fixed,they're being irresponsible.  There are countless times when a failure is due to faulty wiring, loose connections, etc...Again, not something a tech would know until he/she is in front of the product.  If we could only know exactly what was wrong based on information over the phone, it would be a wonderful world.  But that is not reality.

The call came in on 6/a, the day of the appointment.  You spoke with K/A to set up the call.  We added the customer to the route that day and was doing our best to accommodate the PM window of time.  When you spoke with our company at 4:30, we reached out to get an eta and he was...

wrapping up the call before on WEST 38th St. He finished up and was going to head in that direction.  Trying to get across town late in the afternoon can be very difficult at times, especially for commercial vehicles.  We had every intention of coming to you, but as was stated, wasn't going to work any longer.  He already had a busy run that day and we were adding the consumer to our route.  We are not responsible for any costs incurred for another company going out to do repairs or a baby sitting service.  The only thing we can do is apologize for running late, but we can't control traffic and/or how long each service visit will take throughout the day.  There were NO lies and the only time we were contacted in our office was at 4:30.  The customer was speaking with a call center for the manufacturer prior to that.  Each customer gets the undivided attention from our technicians each day and we will not rush through the calls, as that is not fair to them , as they also made appointments, many in advance of the holiday weekend

The appt was scheduled on 10/30 by [redacted] for us to come out on 11/3.  That was the one and only time our co. was involved.  Unfortunately, the tech who had this call on his route called out, due to the fact that his Dad was rushed to the hospital in the middle of the night and is...

terminally ill.  We don't plan for such things to happen, but short of demanding he disregard his father's eminent death and leave his bedside to come to work; people do call out all we can do is reschedule their appts. The claimant was EXTREMELY disrespectful to our staff, cursing and demanding we satisfy her.  I don't know who or what transpired prior to our communication and appt being set, but it does not give ANYONE the right to treat people that way.  My recommendation is to  contact [redacted] and ask for another co, as it seems as though we can't satisfy this consumer and don't want to put another employee in an a toxic situation, doing forward.  So, our apologies for not honoring our ONLY appt, due to the unfortunate circumstances...but we are no longer interested in servicing consumers' who use threats "I will make a complaint on every review board that I have to every single day until my item/product is fixed and corrected, because quite frankly I deserve more than an apology for the inconvenience, you have taken food out of my children's mouths, point blank period. this will not be the end of it."This was an email sent to us and that is UNACCEPTABLE

WE are offering to send a tech manager to come to the home to resolve the problem.  If the consumer wants to go elsewhere, that is their prerogative.  But Dan Marc will not pay for another company to come out for them.

WE are merely the service company and have no control over the time it takes for the manufacturer to get the parts shipped out.  We are at their mercy and obviously, without the door in our hands, we can not do anything else.

Customer was verbally abusive to staff and threatening.  Our staff is here to try and help and unfortunately their request was not possible.  This is no cause to treat people in this manner.  They have a contract and referred them back to have reassigned to another company. If they're...

looking for an apology, our apologies for not being able to help them

I am rejecting this response because:I am relying on what the technician told me and my wife when they were at the house.  The first technician insisted that the compressor was installed incorrectly because it did not have a valve installed to properly charge it with Freon.  The second technician said the first technician installed too much Freon causing the compressor to freeze up.  He had to remove some of the Freon in order to get it to cool properly.  I certainly did not add the excess Freon to the system, therefore it should be Dan Marc responsibility to correct the problem, not me.Regards,

Complaint: [redacted]
I am rejecting this response because: They never, never arrived to any appointments that I had schedule, and I never Cancel any appointments, because I verify the appointment they claim I cancelled, and get as assured the Technician will make the appointment and neverending showed.   
Regards,
[redacted]

I wish I could offer a better answer, but as I stated earlier, we can only complete a repair when parts are sent to us.  We have no method of speeding up the order through the manufacturer.  As a consumer, I would go back to PCR and let them know the situation and see if they will do an exchange for you.  That would be there call...again, we have no say in that process either.

I also had schedule an appointment for 5/6/2016, received a call from Dan Marc Appliance stating that the technician called out sick. (Saved the voicemail).5/8/2016 also had a schedule appointment, again NO one show up for the repair appointment.  (I will never ever by [redacted] or [redacted] appliance again)/

Complaint: [redacted]
I am rejecting this response because:
Dear Dan Marc Rep: Respectfully, you did not read my complaint and respond to the issue at hand. I mentioned that Sears is going to return to fix the issue. The issue is not what Sears has done, but what Dan Marc has not done. Dan Marc would have no way of knowing our refrigerator had a leak because they did not diagnosis it. The Dan Marc rep said our compressor was broken; which was inaccurate, because he did not perform the necessary tests to understand the issue. Please refund us our money since we had to pay for another company to resolve the issue.
Regards,
[redacted]

I'm glad to see that you were able to get the product replaced.

I have already been in touch with this customer, as she emailed me yesterday.  The part we are waiting for is on National Back Order and explained that process to her.  She understood and I assured her as soon as we have any further information from the parts distributor and/or the mfg.,...

we will contact her immediately.

WE do our best to met all time requirements, however, running 500 calls per day as a company, we can't always make that happen.  In looking at the call history, you were contacted the afternoon prior to inform you of the time change at 15:23 PM.  Someone at the contact number accepted that...

time-frame, so the appointment was left there.  We did note to the tech that you had originally requested an earlier time and had arrived at your house at 12:38 on the day of the appointment, which is less than one hour of what you had requested.  We can not extend any "free" services to you at this time, but do appreciate your business and patience.

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.
Regards,
[redacted]

The original service complaint was a call for service alarm.  The control board was diagnosed as being defective.  We returned with the replacement and charged what was agreed upon.  No power coming to the ice maker where the wire has no continuity within either the cabinet or door is...

a different problem altogether.  Understanding the coincidence of the two separate issues, we are willing to reimburse $200 towards the cost of the board, which is a non returnable item.  The service fee and labor, for which we went again to determine the secondary issue, was never charged, so that is a fair settlement for an unfortunate situation.

Our report back from the tech states that the compressor was GOOD, therefore not replaced.  At this point, we suggest the consumer contact their extended contract company and ask for another company.  They obviously do not feel the tech is capable and believe him to be deceitful. That is not appreciated and we prefer not to work with customers who make false accusations.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and he accurately portrays where we are at this point.  However, my fridge is still not fixed--going on 6 weeks, and the problem has not been diagnosed.  We are waiting for another repair technician to come, and then we will see what happens.
Regards,
[redacted]