Dan Marc, Inc.

Review: As a brief history, every couple of weeks our refrigerator would stop cooling, even though the freezer was working fine. We called Dan Marc and explained the problem in detail. My wife took time off from work to stay home for the repairman who diagnosed the problem as needing a new fan motor, which for some reason he didn’t bring. Therefore another appointment had to be scheduled for the repair. The repairman showed up this time and replaced the fan motor evaporator and the dampener with a final repair bill of $442. A week after the “repair”, the same issue started happening again. So we called them back on a Monday to advise it was not working and that we needed them to come back out. Once getting past the snotty attitude of the receptionist, we scheduled an appointment for 1-4 PM that Thursday afternoon, which meant no refrigerator for four days. Thursday morning, we get a call that the repairman called out and they have no other available repairmen, so I agreed to reschedule for Saturday. The repairman came out and determined that the problem was that the bottom condenser coils needed cleaning. They didn’t appear to be that dirty to me, but I bought a brush and cleaned them out. Now a few weeks later the exact same issue has resurfaced. At this point Dan Marc has sent two different technicians out on three occasions and nothing has been fixed. Having no confidence in Dan Marc, I called up to ask for a refund so that I could give it to somebody that CAN fix my refrigerator. I was advised that I needed to speak with the owner who was out of the office, but was assured he would return my call. After 10 days passed with no return phone call, I called Dan Marc back and was advised the manager was busy but would call me right back. Another day has passed and it is clear that nobody from Dan Marc intends to ever call me back. I am left $442 poorer and with a broken refrigerator that still needs repair.Desired Settlement: I just want my money back so that I can hire a repairman who can fix my refridgerator. I've paid a lot of money to have unnecessary work done which did not fix anything, and I refuse to let Dan Marc continue to replace working parts, and rack up a large bill until they stumble across the real issue with the fridge. I attempted to call them twice to avoid reporting them to Revdex.com, but they clearly don't care about the quality of their work.

Business

Response:

WE have no problem sending someone back out to the home to check out the product again, as we did the last time at no charge. There is a warranty period that the consumer is still covered by. The only charge they would incur is if there is a fault in another part. The original parts were installed in early July, so we are 7 weeks into the fact that product has been functioning. The last visit the temps were at 0 and 38 degrees which is exactly where they needed to be. He explained that the coils were in need of cleaning, as that is an exercise that is supposed to be done by the homeowner at least a couple of times a year. It can lead to erratic temp swings when the warmer weather occurs.

Lastly-we carry probably the most extensive inventory on our trucks and monitored by the manuf. There is only so much that can be considered a candidate for truck stock. We would have to drive around in a tractor trailer to have all of the parts for every brand of the appliances out there. WE would like to be able to fix every call on the first visit every day, but that is not a possibility and not a reason to have a complaint filed, nor is the fact that a technician called out sick.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Dan Marc has already sent out two different technicians, and have replaced two different parts of the refrigerator; neither of which required replacement. The original problem with the refrigerator is still ongoing, and I will not waste anymore of my time or pay Dan Marc any more of my money to "guess" what the issue is by replacing every working part in the refrigerator until they happen to replace the defected one. As I stated in my original complaint, after turning the fridge off for a few hours it will then work for approximately two weeks before requiring another restart. That is why the temperature of the refrigerator was appropriate whenever Dan Marc would visit. That is also why this complaint is 7 weeks since the initial repair, as we have gone through several restarts and a delayed second visit from Dan Marc. I have already given Dan Marc the chance to fix the mistake made by the first technician who clearly replaced the wrong parts. The second technician was given the same detailed summary of the refrigerator’s issue, and provided another incorrect solution of cleaning the coils. After two failed visits from two different technicians, why would I accept the solution of sending a third? As I stated before, I am now out $450 and STILL with a broken refrigerator. I just want my money back so that I can give it to somebody who can fix my refrigerator. Thank you.

Regards,

Business

Response:

AS was stated in our response, we offered to send a tech back again at no charge. When the problem is erratic, it can sometimes take a couple of visits to catch it doing what is the root cause of the failure. WE don’t know whether or not the initial parts were correct or not, as we have not been back to see it in a failure mode since. WE warranty the repairs, just as an auto shop would if a car was brought in. You’d have to bring the car back if it were to fail again, not just o in and ask for the money back.

Review: [redacted] Appliance contacted me in response to me filling out a form on Whirlpool's website when my dishwasher began to leak in August 2015. They sent their technician, Arden, out to my house on 8/21/15. He told me that I needed a new seal on my dishwasher. He didn't have any seals with him, but charged me the service charge of $109.95 that day. He came back on 8/26 to fix the seal and charged me $164.08. Once I ran the dishwasher for a full cycle it was still leaking, so I called [redacted] back and they sent Arden back to my house on 9/1. At that time, he informed my husband that he had originally misdiagnosed the problem and there was actually a different problem and that would be an additional cost of $417.16 to fix. My husband said absolutely not. I then called [redacted] and asked to speak to a manager to describe my issue and ask for a refund for the seal that was purchased. I was told that a manager was not available and would call me back. No one ever called me back.Desired Settlement: I would like a refund in the amount of $164.08, the cost of the seal and labor to install the seal since that was not in fact the problem.

Business

Response:

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

Review: I found them through Electrolux to have my Microwave-Oven combination unit fixed as the Microwave door was not closing properly. We've gone through 5 or 6 service appointments with them (that's how incompetent they are, takes that many appointments to service a Microwave door). Each time, they would tell us that they would call us to make an appointment when the parts come in, but every single time we've had to reach out to them to get an appointment made.

Furthermore, when "attempting" to fix my microwave, one of their technicians used a wrench on one of the hinges to brute force it over. Instead of fixing it, this ended up damaging the microwave resulting in a noticeable metal obtrusion in the unit. In this last appointment, they finally replaced the microwave door. When I tried to use the unit an hour later, however, the microwave for some reason no longer serves its primary purpose: heating up food. After reporting the issue to them, I never got a single apology and their only response was that the soonest appointment that they can make is a week later. If you try to talk with any of their supervisors, you just get fowarded to someones voicemail.

So currently, after going through 5 or 6 service appointments to get a microwave door fixed, I'm sitting here with a broken microwave. A microwave is an everyday appliance, it is ridiculous that not only was an apology not given but they won't even attempt to fix it for a week.Desired Settlement: I want compensation for the damages they have caused to the microwave (both in terms of the dent they caused as well as an damages that may have been caused when my microwave is repaired). If possible, I would also like compensation for the inconvenience they have put me and my family through. We've gone through 5 or 6 service appointments, and each time we've had to personally reach out to them as well as stay at home during the 3 to 4 hour time frame window that was given. I would also like compensation for putting our microwave out of service for a week in which it seems like we'll have to go out and buy a new temporary microwave as an microwave is an everyday appliance.

Business

Response:

We do apologize for the multiple service appointments you have had. However, per the mfg., we were asked now on 3 separate occasions to order and install the same parts, since it had not resolved the issue, regarding the door closing. As far as the consumer having to call us about the status...we contacted them both times the parts arrived to attempt to make an appointment and left messages, so that a follow up service can be performed. That is the reason for the consumer calling us.We have no control over the the length of time it will take for the parts to arrive, nor any authority to deem the product unrepeatable. According to our note, however, in late June the consumer was to request just that. IT is my opinion that the unit should be replaced, as the mfg tech support has us repeating the same repair numerous times, but the consumer must demand such.The product is under mfg warranty and no funds were collected, nor have we been paid for this repair either. We will not offer any form of compensation, since we have done what we are authorized to do by Electrolux. My only suggestion again would be to refuse further service and demand a new microwave from them.

Review: Our fridge started to experience issues of ice hanging in the fridge and major frost building in the freezer to the point of the freezer area light not being able to turn on. We contacted Jenn Aire since the unit is only 4.5 years old. They instructed us to contact Dan Marc appliance company to resolve our issues with the fridge.

We call Dan Marc and they sent a technician to our condo for the first time on Saturday, August 3 and the technician 'leveled' our fridge with a wrench and used my wife's hair dryer to fix the issues with our fridge door seal. The tech stated the fridge was fixed and charged $198 for the 10 minutes he was here. We paid him with a personal check.A day later the fridge had the same problems before the technician arrived. We called Dan Marc for a second time and they sent another technician the following Saturday, August 10th. The tech on August 10th arrived almost 2 hours later then the time window we provided. He did not apologize for his lateness or call ahead to warn us. The second tech stayed at our unit for about 5 minutes and used my wifes hair dryer on the freezer door seal. He also stated the fridge should be fixed. But if it wasn't fixed then it would cost about $150 in parts to order a new freezer door seal and freezer door tracks. He also stated he couldn't guarantee that wouldn't completely fix the fridge still. With the negative experiences we had with the two techs we called Dan Marc back to request a refund for the lack of service we received for the first time on Monday, August 12th. We never received a call back from a manager there until this afternoon, it took 4 calls to them for a manager to finally call us back. Susan, the manager stated she wouldn't refund any money, couldn't explain why it took her five days to call us, couldn't explain why the second tech stated the $150 in parts required to fix the fridge may not completely fix the fridge entirely if the hair dryer he borrowed from wife didn't fix it.Desired Settlement: Please have Dan Marc appliance repair company refund our money. For the 10 minutes a first tech was here and guaranteed the fridge was fixed was the reason we wrote him a personal check for $198 to his company. He stated he had 4 years experience with Dan Marc and 15 years with Sears appliance repair. That level of experience made us comfortable enough to write the check. Then the second tech a week later stated it would cost at least another $150 for another freezer door seal and freezer door tracks to possible fix it. We halted all work and contacted Dan Marc appliance repair company who refuses to refund our hard earned money

thank you in advance!

Business

Response:

Notes from the Office Manager

8/16/13 13:35 SR: CUST WAS EXPLAINED ABOUT OUR CHARGES AND THAT 2ND TECH DID COME BACK AT NO CHARGE AND ADVISED THAT HE NEEDS GASKET AND RAILS AND WAS GIVEN ESTIMATE HE DOES NOT WANT TO PAY ANYMORE HADE PSEG OUT 3 TIMES PROR TO US AND WANTS US TO BE RESPONSIBLE FOR THEIR WORK EXPLAINED WE ARE NOT, HE ALSO WANTS TO BE REIMBURSED FOR TECHS USING HIS WIFES HAIR DRYER I APOLIGIZED SEVERAL TIMES ABOUT THAT AND AS THE CONVERSTION WENT ON HE STARTED NOT ONLY REPEATING EVERYTHING SEVERAL TIMES BUT SIAD HE WILL CALL MFG AND TAKE US TO SMALL CLAIMS COURT. OFFERED TO ORDER PARTS NEEDE BUT HE SAID NOT HE WILL NOT PAY .

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I did not claim to hold Dan Marc responsible for what PSEG Worry Free techs did. PSEG already replaced the rails and gasket on the freezer door and it did not fix the issue. That is why my wife called Jenn Air directly to work to get the fridge fixed since the PSEG techs who came out as part of our Worry Free plan we have with them. Jenn Aire directed us to contact Dan Marc. The tech from Dan Marc that came out the first time who was there for about 5 minutes to 10 minutes maximum time and charged that outrageous price and all he did was use my wife's hair dryer. I am still confused how a business company can send a technician to a job without the proper tools and then charge the customer the high rate of money when they use their customers own tools. The 5 minutes the tech spent did not do anything to fix the issue and Dan Marc's only solution was to order more new rails and gasket for the freezer door which didn't fix it to begin with just a few weeks before. So yes that is true I refused to pay for the same new parts that PSEG already installed. I simply would like our money refunded for the work we paid for didn't fix anything and we had to provide them the tools to do their job.

Regards,

Business

Response:

As explained to the customer, we did not install the original gasket and rails and the tech tried to repair the gasket installed by another company. Using a hair dyer is needed to heat the rubber, soften it up and try and mold it to the door frame. Since it did not work out, we explained they would need it replaced and a new one installed properly. There issue should have been with PSEG. We are being held responsible for them installing pats incorrectly.

Review: Repair Technician on the first appointment check needed parts , make estimate, take deposit. Told me everything is included in the payments no additional part needed.

For the second, installation appointment, told me that I have to buy additional parts because he cannot make repair needs additional $200.00

Customer service refuse to fixed and ignore my complain. Told me that, they don't know nothing about.Desired Settlement: Must repair and finish job with first estimate ammount.

Business

Response:

The customer was notified at the time the tech found additional issues with the product that there were additional parts needed and Mr agreed over the phone to the additional cost. Since the first of the defective parts masked the additional problem with the product, we explained the reason for the extra cost and was given the okay to continue with the repair. So we ordered the parts and returned, only to have the customer refuse to pay the agreed upon additional cost and also threatening to not allow the tech to leave the home unless he did as they demanded.

We made an agreement and not only did the consumer fail to live up to their end of the agreement but threatened to hold and employee of ours against their will.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

When the technician came for the first appointment and check

range, he told us that, no additional parts will needed and all parts included

in the first amount of $ 471.03 when he came for the installation second

appointment he change his mind and told us, that we need extra parts and it

will cost $200.00 more. And I have his written notice. If technician could tell

me for the first time that all repairs will cost me $700.00 I will buy new

range. Or their technician not knows what he is doing. When I start to complain they refuse to talk about and told me NOTHING WE CAN DO!

Regards,

Lyudmila Barskaya

Business

Response:

We've already stated in our last response that the husband was notified regarding the need for additional parts. At that time he accepted and agreed to have us order the additional parts and have us return to install them. Due to the fact that the unit had multiple issues, it was not possible for the tech to uncover the additional issues, since the parts that are still needed were masked by the failure of the other items. There was no way of knowing that on the initial diagnosis as we explained over the phone to the husband.

Review: I was billed for a service call twice for only one visit. Billed once on June 4 and a second time for the same amount on June 5,2013 on my amex card. This may well have been a mistake but I'm lucky I caught it because they never would have. Don't want this to happen to other people.Desired Settlement: Company needs to rectify charges and be warned against similar mistake in future.

Business

Response:

The charge was reversed. The software company and merchant services company have been made aware that the entry double posted by itself and will look into it. The care was refunded the 2nd fee.

Review: We purchased our fridge from [redacted] Appliance on 4/3/2012. We also purchased a 5 year service contract. The fridge went out on 1/4/2015. The first service at our house was on 1/6/2015. The person was at our house about 15 minutes and decided it was a faulty control board. We waited several days for that part to come in--he came back to install it on 1/15/15 but it still didn't work. He reinstalled the original control board and then decided that it could be the fan. So, he ordered the fan, and we waited again for it to come in. The same technician came back , and he installed the new fan on 1/22/15. Still the fridge did not work, and he thought it might be the controller between the fan and the control board. He ordered that part, and we are still waiting on that part. In the meantime, The technician stated that he was not familiar with [redacted] refrigerators, and it was clear that he was just replacing parts at random to hope that it would fix the problem. He was not able to diagnose the problem, and we still don't know what is wrong with the fridge. Dan Marc has said that they will send assign another technician, but they have never shown up. Dan Marc says that they will send the new technician when the part comes in, but I am not convinced that it is even the right part because the first technician did not know what he was doing. Dan Marc says that they cannot spend the money to have the more experienced technician come to our house to diagnose the problem properly. They are just waiting for the new part to come in and hoping that it fixes the problem. Meanwhile, we have been without a fridge in our house for 5 weeks!! This is unacceptable. The customer service is terrible, the quality of technical service terrible, and there is no one to step up and try to solve the problem. This is an excessive delay, and there is no end in sight at this moment. Dan Marc should not be in the service business.Desired Settlement: We would like our fridge repaired immediately! We also would like to have some confidence that the fridge is repaired correctly. Moreover, no one at Dan Marc appliance has offered an apology.

Business

Response:

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.

Consumer

Response:

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,

Review: I wish I had read these reviews beforehand (THE PCB is fried, change your oulet, the truck broke down on the way here). This company is the reason I will never buy a Whirlpool or Kitchenaid appliance again, not only are they terrible unreliable products, they have the audacity to outsource to a company like this with multiple Revdex.com complaints (better yet add your own) and poor reviews.

Have a fridge that is not cooling. This company is contracted out by Kitchenaid. They have a HISTORY of lying, delaying appointments, charging insane amounts of labor, in lieu of threatening to void the warranty, for cheap

Rush order shipping for a PCB. They said they would charge $120 in labor to install the PCB (it is literally connecting a fan pin like you would on a computer). Unreal. "Do it yourself and you get no warranty"THIEVES have more honor than this.

"Change the outlet from 2 to 3 prong we think it fried your PCB" $100 pcb rush order and $150 outlet change from an electrician, and we haven't even gotten to fixing the fridge "COmpressor needs to be replaced" put in when it seemed fine which was under warranty. After a week the fridge isn't cooling again. Have an off duty union electrician come over and checks the pressure in the coils, its negative, there is a freon leak, this was the original problem, not a bad pcb/electrical outlet/cooling. It was a coil leak.

$250 into the pot for nothing for these thieves.Desired Settlement: Need to seriously shut down this business or not allow them to contract out such a major appliance market in North Jersey again. I can only imagine how they might fleece some older citizens

I know they have other Revdex.com complains and this is a LONG history of them voiding warranties for simple things like disconnecting/reconnecting a four pin switch as you would to disocnnect or connect a fan in your computer (without any remote possibility of damage to it). Delays lies 'truck broke down' unscrupulous and unnecessary charges. Just read reviews, 5 times to come out and repair an appliacance and they still can't tell you the cuase?

Business

Response:

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.

Review: I am writing today as due to invoices totaling $ 440.48 and covering five visits and three malfunctions of the [redacted] Refrigerator reported in June of 2015 with the same malfunction each time as the refrigerator was very warm & not working while the freezer is fully functional. Two parts on subsequent visits were replaced the Thermostat on July 14, and the Jazz Board on July 31, and still the refrigerator continued to malfunction and needed an additional service call and after many requests from me to speak with or have a call back from someone in Management at Dan Marc was never fulfilled. We spoke to a Manager at [redacted] approximately July 28th, 2015 who advised that he was aware of the two replaced parts as [redacted] had referred me to Dan Marc appliances as the official [redacted] repair company in our area. He continued that as the warranty had expired that nothing could be done even though even he agreed that this was not normal wear and tear usage repairs but that [redacted] had no contingency plan for consumers in my position whose warranty had expired. He could only suggest purchasing an extended warranty which we advised him that we had inquired at [redacted] and [redacted] and that one year extended warranties for refrigerators was around $500.00 which is absolutely unreasonable. We advised this Manager at [redacted] that the [redacted] Refrigerator Model at the time of purchased in 2011 was considered the “Top of the line” and the number one ranked refrigerator by Consumer Reports and that it is not unreasonable to expect that the product would have a much higher performance level and not be malfunctioning after less than 4 years of reasonable usage having never been moved since installed or abused in any way. We are disappointed in the Management at both [redacted] and Dan Marc Appliances and all the food that we had to dispose of and the hardships, no support or consideration & one week wait for appointments during 90 degrees temperatures.

Business

Response:

We're sorry that you had trouble with your refrigerator. We do see that a tech came out to the home on 8/5, so we did respond and return to rectify the trouble. Unfortunately, they are appliances with many moving and electronic parts that can fail. On the initial visit we found a bad sensor and harness for the sensor. With it being bad, it can mask any further damage to the control board (jazz board), which in this case it did. As for the time to respond. The first visit was next day service. The sensor had to be ordered as a result of that visit. The next time you contacted us for service, we had you on for a Monday, but the appointment was cancelled for a Saturday. We had the part at that time to complete the repairs on the spot.

Consumer

Response:

I am not satisfied as the response from the business was feeble and untrue. It should never, never have taken over 6 weeks for the refrigeration to be fixed and it is inexcusable. I want a full refund.Sincerely,[redacted]

Review: I called Dan Marc after I was referred to them by Jenn Air. I needed a burner replaced. While trying to remove the cover to the stove, the repairman broke an aluminum tube connecting one of the burners to the gas valve. I knew there was trouble when I heard a noise and the repairman said, "That wasn't good". This part cannot be found anywhere. The repairman said the damage was caused by a previous repairman from a different company who tried to perform the same task. However, he did admit to me that the tubing was not broken before he and his assistant tried to remove the cover and did admit that there was no leak before he started the repair. They left the stove with a BROKEN gas tube and told me not to have anyone turn on the valve because it's leaking gas. How do you leave a house with a stove leaking gas? After repeated attempts to contact the company for a solution, I was told they would consider refunding all charges and there would be nothing they could do to repair the broken tube. The $9000, six year old stove is now un-repairable. The repairman had no idea what he was doing and a simple job of replacing a burner has now put the stove out of commission.

By far, the worst repair company I have EVER dealt with. Customer service is awful and the repairmen don't have a clue.Desired Settlement: They broke the stove and should either repair or replace the unit. The burner I was replacing was not a hazard. It was a superficial repair that was supposed to cost about $200.

Business

Response:

As stated in our original response; another company came out first, was asked to leave, according to Mrs., by Mr. We could not tell what condition the tubing under to top was in, since it is not visible and took every effort to carefully remove the parts to get to the failed item. This is not an uncommon issue, where the parts get “welded” together, forcing other parts to be replaced, so as to gain access to the under side of the range top. We, again, had every intention of replacing the part (tubing), but the mfg discontinued that particular part. Please remember, this product was not functioning properly which is why he had 2 companies there to fix it. He has since sued our company, not the original company who he stated was incompetent as well. We have to date spent a good amount of money on legal fees, and it is currently in the courts hand at this point.

Review: I called Dan Marc and left several messages to discuss the bill for service performed on 1/28/14 but received no return calls. I then sent them a letter when they threatened to send me to collections for non-payment explaining that I did not believe it was my responsibility, but they never responded. The compressor was replaced by Dan Marc on 9/15/10 but the technician that came to make the repair on 1/28/14 insisted that it was not. I explained to him that it was because [redacted] drop shipped the new compressor to my house and I was home when your technician installed it.

The technician on 1/28/14 said that there should have been a valve installed on the low side of the compressor in order to properly charge it with Freon. He then proceeded to install a valve and properly charge it with Freon as indicated on the 1/28/14 work order with a bill for $320.95.

Based on what their technician told me, I don’t feel that the original work done by Danmarc on 9/15/10 was done correctly and therefore I feel that the cost to make the repair on 1/28/14 should not be charged to me.

On 6/18/14 the refrigerator was not cooling again. After Dan Marc sent out the wrong technician on two seperate occassions, the qualified technician came on 7/1/14. He indicated that the compressor was overcharged with Freon (work performed by Dan Marc on 1/28/14) and that he needed to evacuate some of the Freon to the proper operating pressure. He then left me with a bill for $117.65 to correct the problem created by them.Desired Settlement: Refund me for the $320.95 that I paid for service on 1/28/14 and to remove the charge of $117.65 for the service performed on 7/1/14.

Business

Response:

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.

Consumer

Response:

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,

Business

Response:

The rejecting of the response with no technical validity is not fair. If they do not believe what we stated, they very easily could have checked around and found that there is, in fact many different methods to do the same repair. I , for one, was taught by Sears one method and by Whirlpool another. Both of which are correct in resolving the issue, but it’s a matter of preference and teaching

Review: On 3/ 27/2015 service was arranged with Dan Marc appliance, by [redacted] to replace ceramic cooktop glass. I bought replacement glass for 600$ directly from [redacted] and It was shipped to my house. We inspected glass very carefully, making sure there were no cracks, dents or any other damage, before we called to schedule professional installation recommended by [redacted].

On 4/3/2015 technician came to my house to do repair. Once again, we both checked glass for any damage, and since there was none, he proceeded with installation. After about 2 hours ,when he was putting everything together, kneeling on the kitchen floor and pressing on the glass, my wife who was there, present all this time, heard him cursing and new immediately something bad happened. And sure she was right! 5 minutes later , he told us he cracked the glass when he was trying to put the burner in. He put my cooktop with damaged glass back in place, not assembled properly, (with screws, metal plates and parts lying on the counter top), telling us he will fixed it , when he comes back with new glass they have to order for me. After 2 weeks of waiting, we called them trying to find out what was going on. They told my wife they are not going to give us new glass, that my glass had to be defective and that is why it broke, refusing any responsibility for damage. We also called [redacted] immediately, letting them know what happened. Their response: " They damaged it, they have to replace it!" We called Dan Mark appliance several times, leaving messages with [redacted], but to this day , they decided to ignore us! Even though my cooktop is only 4 years old, this particular model was discontinued as well as replacement glass for it. Now I have damaged cooktop , not fully functional, thanks to Dam Marc technician and their unwillingness to take responsibility!Desired Settlement: Replace cooktop in case no replacement glass available.

Business

Response:

Although I disagree with the fact that my tech broke the glass, we are going to refund the customer for the purchase of the part of $600. In our experience, the glass may look to the naked eye to be in good shape, but if there was not a defect in it originally, knowing they are made to take some abuse, it would not have cracked. This part is not even available through the manufacturer, so it could not have been purchased directly from [redacted], unless done so may months ago. Regardless, I have decided to do this in spite of some misinformation provided on their part.

Consumer

Response:

I am rejecting this response because: to clarify some facts.

I have credit card receipt and original package, confirming that replacement glass was ordered and shipped directly from [redacted] in March of 2015. As to the damaged glass: it was tech himself, who admitted cracking the glass while pushing burners in place ! Beside crack,going from the top to bottom, you can see small dent which was caused by excessive pressure on ceramic glass, and also scratches on stainless steel trim proves improper and unprofessional handling by this technician. We inspected glass several times, not only with naked eye, but with flashlight and fingertips inch by inch ,due to our previous experience. (First glass we received was cracked)

I am not surprised by technician changing his story. Reading company reviews, it's more than obvious they are not willing to take responsibility for anything, and customer satisfaction is not their priority!Because of my previous experience with Dan Marc, I preffer to get my money back and take care of the rest myself.

Business

Response:

Then that is what we will do

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.

Review: I called Dan Marc Appliances in error to fix my Maytag dishwasher, the appointment was set for 7/23/2013. On 7/11/2013 I realized that I have a Home Depot warrantee on the dishwasher so I called Dan Marc appliances and cancelled the appointment. Their technicican showed up on 7/23 anyway and I advised him that I cancelled the service call on 7/11 because I have a Home Depot coverage. Dan Marc Appliances still sent me an invoice for $117.00 and when I refused to pay it they sent my account to a collection agency. This is abuse of customers. I clearly cancelled the call on 7/11 almost 2 weeks before the appointment and also Maytag confirmed today that they see the cancellation in their system, so if customer service failed to inform the technician that the call was cancelled it is not my fault and I should not be penalized for it. Please do something about this dealer because these abusive practices are done to all the people who call Dan Marc Appliances.Thank you for your assistance.Desired Settlement: 1- To stop the collection procedures of the erroneous invoice

2- cancel the erroneous invoice from their system and stop the collection agency from contacting me

3- Send an apology to me and to Maytag as well because they reuined Maytag's reputation.

Business

Response:

WE see no cancellation coming into our system generated by MAytag. And if that was the case, we left a reminder call the afternoon prior to the appointment, informing the customer of the time slot we anticipated being there and why then would they let the technician in to do the diagnostics on the appliance, knowing full well that the appointment had been canceled. Have them show us something from MAytag stating that they in fact cancelled the appointment with them, as is stated and we will gladly take that up with them, for not forwarding the proper notification to us

Business

Response:

WE see no cancellation coming into our system generated by MAytag. And if that was the case, we left a reminder call the afternoon prior to the appointment, informing the customer of the time slot we anticipated being there and why then would they let the technician in to do the diagnostics on the appliance, knowing full well that the appointment had been canceled. Have them show us something from MAytag stating that they in fact cancelled the appointment with them, as is stated and we will gladly take that up with them, for not forwarding the proper notification to us

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Dan Mark Appliance is still refusing to send me a written confirmation that the matter has been resolved and that I do not owe them anything. Maytag already supplied proof of cancellation to the business and covered the dealer's invoice. I need to receive written confirmation from Dan Mark Appliance that my account has been cleared, issue resolved and I do not have any liability to them.

Regards,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Dan Mark Appliance is still refusing to send me a written confirmation that the matter has been resolved and that I do not owe them anything. Maytag already supplied proof of cancellation to the business and covered the dealer's invoice. I need to receive written confirmation from Dan Mark Appliance that my account has been cleared, issue resolved and I do not have any liability to them.

Regards,

Business

Response:

THIS MATTER HAS BEEN RESOLVED. WE SENT DOCUMENTATION TO THE COLLECTION AGENCY TO NOTIFY THE CONSUMER

Business

Response:

THIS MATTER HAS BEEN RESOLVED. WE SENT DOCUMENTATION TO THE COLLECTION AGENCY TO NOTIFY THE CONSUMER

Review: On August,28th 2013 my fridge stopped working and I placed a service call to Maytag to have it a repair person come and look at the problem.

They came on Tuesday September,1st,2013,the repairman that showed up diagnosed the problem as a fan not working(misdiagnosed),he didn't have the part so he ordered it and a week later the part and an different serviceman arrived to install it.

That serviceman indicated to me that he didn't think the issue was a fan that he thought it was a thermostat he indicated on his last visit that it was misdiagnosed by previous serviceman. He replaced the fan and left.next day the fridge started to act up and two days later it was on the fritz same as before.I called Dan Marc Appliance and asked for a supervisor top speak with. I was told that no supervisor was available to call back.I called back two hours later and repeated the process this time I was put to a generic VM. I left a detailed message indicating the problem and waited two days. I called back and spoke to a young lady who was incredibly belligerent and who said someone had called me. I checked my VM and call history and no such called appeared. I called back and insisted on a manager the receptionist was different this time and again said they had called me. Again I said no such call existed on my call log,this time they transferred me to a manager named [redacted] who was curt and un apologetic about the waste of time and expenses I had incurred as a result of this misread by their serviceman. I explained the previous repairman had said it was a thermostat from the beginning.At which point she circled the wagons and got very defensive. She agreed to take care of the problem the following week,she would send someone,I should wait for a call to be advised as to what time they would arrive.Another week went by and the servicemen arrived with no part in the truck. He said the company told him they were out of stock on thermostat.Two days later part is not arrived and I still wait.Desired Settlement: Immediate replacement of broken part or full refund of entire transaction

Business

Response:

There was a defective thermostat and it was on back order from Whirlpool, which we did explain to the customer on more than one occasion and explained we had no control on the parts availability. When the part came in , nearly 8 weeks later, we immediately contacted them, the call was scheduled and 2 different times they were not home after scheduling the repair. We eventually closed out the call

Review: I set up an appointment with Dan Marc Appliance to repair my Maytag washer on the recommendation of Maytag for May 29, 2015. The company ignored the appointment time and came much later in the day than I had scheduled. The service engineer, who was polite, looked at the machine, I explained the problem, and he called for support or instructions over the phone. He was walked through a procedure and worked on the machine for about 20 minutes. He declared the machine fixed, closed it up and I paid him $109.95 for the service call and $75 for labor. He left and I put a load of laundry in. Halfway through the laundry cycle, the same error occurred. I immediately called Dan Marc and the person who answered the phone said they would page the repair man. I waited 1hr and 30min and then called back. Another person answered the phone and seemed annoyed with me. I asked if the repair man was coming back today. She asked if I was told he would return. I explained that I did not know. She said all she could do was call him and then ended the conversation with me.Desired Settlement: I either want a refund or I want someone to come and fix my washing machine with no additional charges.

Business

Response:

we CAN ABSOLUTELY SEND A TECH BACK TO YOUR HOME TO SEE WHAT IS HAPPENING. YOU ARE COVERED FOR THE S/CALL AND LABOR. HOWEVER, IF ANY PARTS ARE NEEDED, YOU WOULD BE RESPONSIBLE FOR THE COST OF THOSE. WE WILL HAVE THE OFFICE CONTACT YOU TO SCHEDULE A RETURN VISIT.

Review: This Complaint involves a Fairfield, NJ company who demands payment of a bill before they adequately fix the problem.

My daughter called me because her dishwasher again does not work despite 3 visits from Dan Marc Appliance. She, [redacted], lives at [redacted] Avenue, Fair lawn, NJ. The latest visit from Dan Marc was I believe was on October 12, 2013 by Technician " [redacted]" who, upon completing his work, when asked "how much" told my son in law [redacted] "nothing - it's all covered under warranty".

When [redacted] called to report the dishwasher was again not working, she was informed that there was an outstanding bill of $424.70, which came as a surprise to her since she had never received a bill and [redacted] told her husband [redacted] that the work was covered under warranty. I told [redacted] @ Dan Marc that she / they were billing the wrong person- the bill should go to me since I requested the house call. And, I am

[redacted] Avenue

Pompton Lakes, NJ 07442

###-###-#### (H)

###-###-#### (C)

###-###-#### (W)

Next, I asked [redacted] when you could send a technician back to fix the still not working dishwasher and I was informed that until the bill was paid, no technician would go back to the house.

Did you get that - 3 visits to fix a dishwasher, it still does not work and they will not return until their bill is paid? THAT is my complaint. They need to FIX the washer & then we will discuss their bill.

[redacted] R. [redacted]Desired Settlement: Get the dishwasher repaired permanently. Then we will discuss their bill.

Review: My mother's [redacted] Neptune washing machine had a mildewed door seal. I purchased a replacement and called [redacted] to schedule installation. I was given a 3-hour window on November 4th (and no additional information). The repair person was supposed to alert us when he was 45-60 minutes away, and I provided both my cell number and my mother's because I wanted to make sure to be present for the visit so my mother would not have to handle it, since she also had my two-year-old son with her at the time. I arrived at my mother's house at the start of the window of time, and the rep from Dan Marc was there. He had not called either of us. He had already removed the door, and announced an exorbitant cost, approximately $350 (we later had [redacted] install it for $200). We declined and he said there would be a $140+ charge for the visit anyway. I said I had not been notified of any cost in advance of the visit, and would have cancelled the appointment had I known. He was very discourteous to me and my mother, and also refused to leave any paperwork, and I signed nothing, so it was as though he had never arrived (except that he replaced the door poorly, and we subsequently had an additional problem that it wouldn't lock while washing!). I was outraged that he had not contacted us ahead of time (he showed me his phone, and he had dialed the wrong number for me and had not bothered dialing my mother's), and that Dan Marc had not notified us of a charge just for the visit. When I called them to complain, I discovered that they also had my name wrong. I asked to speak to a supervisor to dispute the charge, and no one ever called me back. I never received a bill and assumed they had cancelled the charge. I just received a notice of past due payment for the $146.92 visit, and they had not corrected my name or added the apartment number, so it took awhile for the Jan. 6 bill to get to me (and presumably any earlier notice was lost due to incorrect name and incomplete address).Desired Settlement: I would like them to send a notice stating that no payment is due, with the correct name and address. Dan Marc did not inform me of any charge for a visit in advance (in fact they claimed [redacted] should have told me, and when I called [redacted], they said their contractors set their own prices and inform customers of pricing policies for estimates and repair). No legitimate business would show up (essentially unannounced!) and charge someone without notifying them in advance of any fees, and then behave discourteously and damage an appliance to boot.

Business

Response:

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.

Consumer

Response:

[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.]

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,

Review: My oven stopped working in December. I called Sears who made an appointment for a Dan Marc technician to come to my house several days later, on December 23, 2014. Subsequently, my husband and a friend repaired the oven. I called Sears and canceled the Dan Marc service call. On December 23, 2014 a Dan Marc technician arrived at my home. I informed him that the problem had been remedied and his services were not needed. He did not fix anything. He never came further than the front hall of my home.

I was sent a bill for $119.30 for the technician claiming to have checked all of the circuit breakers in my home. This must have been written on the repair slip after he left my home. I called Dan Marc's accounting/billing department several times. There is never anyone there to take my call. I am always sent to voice mail. "Ricky" the accounting person never returns these calls. All of my messages explain that no work was performed and we refuse to pay this bill.

Now. Dan Marc has sent this bill to [redacted] a collection agency. Dan Marc is guilty of fraud.

Thank you.Desired Settlement: I want to receive a statement that says I owe $0.00 and I want this matter to be closed.

Business

Response:

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]

Review: Called Dan Marc Appliance on 19 March 2014 and left a message regarding (invoice #513878) which states I have a balance due of $168.13. I noted that I already paid this with personal check #533 in the amount of $168.12 to the technician [redacted] S) for which he billed $168.12.

Called Dan Marc Appliance on 20 March 2014 at 9:30 AM and was hung up on three times. Called them again and selected #2 (existing service) and explained my angst to the representative. She sccoffed and was unprofessional in my opinion. She then transfered me to accounts payable as instructed. Voice mail prompted and I began to provide details when it abruptly ended 5 seconds later.

I have made numerous calls since 9:30 AM but I have not been able to speak to anyone.Desired Settlement: I would like someone from Dan Marc Appliances to return my phone calls and remediate this discrepancy.

Business

Response:

We apologize for the phone issue last week. There were some Comcast issues in our area and we were having calls continually drop off, due to the lack of service. IT was going in and out and there was some frustration on our side, since we did not realize that for some time. That was corrected a couple of hours later, but doesn't resolve your concern.There could have been and from the sound of your complaint most likely was an error in our documenting the checks receipt internally. Or it may be that the check simply got lost. IF you can provide us with a copy of your cancelled check, either via fax, mail or email, we can straighten this out and correct our receivables. Our fax is ###-###-#### and the email is [redacted] Thank you and again our apologies for the inconvenience

Review: Was given DanMarc's number from Kitchenaid as an authorized service center. They changed a part in my microwave on 5/9/2013 which seemed to temporarily fix the problem. The same problem that caused me to call them in the first place, turntable motor noisy, started happening again late August. I called them on 9/6/2013 and they told me, I was out of luck and had to pay in full again for another repair. Service charge $109 + Labor $125 + parts $68, totaling ANOTHER $324. I called Kitchenaid to complain and they are now covering my parts charges with another repair service. Kitchenaid also told me I should have only been charged a flat fee of $129 for service AND labor. So not only did DanMark NOT fix my microwave, according to Kitchenaid they overcharged me $105.95.Desired Settlement: I would like a full refund of my $324.16 charge because they did not fix the problem. At the very least I would like the $105.95 they overcharged me. I now have to pay ANOTHER service provider that flat fee of $129 for service call/labor.

Business

Response:

oUR WARRANTY IS STATED ON THE RECEIPT. WE HONOR THE WARRANTY AS READ 90 DAYS PARTS AND LABOR. NOBODY IN OUR OFFICE WOULD EVER TELL SOMEONE "TOUGH LUCK". THEY ARE SIMPLY QUOTING WHAT THE POLICY IS. SECONDLY, WE ARE NOT THE MANUFACTURE, SO IF THEY CHOOSE TO GRANT AN AUTHORIZATION DUE TO A PART FAILURE THAT IS THEIR PART, THAT IS ENTIRELY UP TO THEM. LASTLY, YOU WERE QUOTED A PRICE FROM A COMPETITOR, WHO IS A NATIONAL COMPANY THAT CHARGES 129 PLUS PARTS. THAT IS THEIR PRICE, NOT OURS. IF THEY WERE THE PREFERRED SERVICE OMPANY FOR THE MANUFACTURE, THEY WOULD BE GETTING ALL OF THE WORK, WHICH THEY ARE NOT. THERE IS A GOOD REASON WHY DAN MARC IS THE CHOICE OF THE MANUFACTURE AND WE 100% STAND BY OUR WORK. THE CS REP FROM THE MFG WAS INCORRECT IN HER STATEMENT AS WP APPROVED OUR RATES AND ARE FULLY AWARE OF WHAT THEY ARE!!!

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I was still having issues with the microwave and called 12 days after the "90 warantee" period. They didn't say "out of luck" to me but in essence that is what the representitive told me. He said I was out of the "warrantee" period and if I wanted it fixed again (which it never was fixed) I would have to pay another $324. They didn't even offer a reduced rate to try and fix it again, hence I was out of luck. 12 days is not 6 months or a year, I find it hard to believe that as a business that stands behind its work "100%" could accept that a repair that they made would last less than 3 months and 12 days. Please note that Kitchenaid whose microwave is TWO YEARS out of warrantee is paying for my next replacement part. That is a business that knows how to treat customers. I reject this response.

Business

Response:

What we explained to the customer is exactly what she needed to do. Our warranty period had expired and it was up to the manufacture to extend the warranty on their parts. The parts are theirs, they CAN do that, we, on the other hand, would have to pay again as well for the parts. That is why we suggest they go back to the manufacture.