Dan Marc, Inc.

Review: -October 15. [redacted], the technician from DanMarc (DM) stops by for refrigerator (Whirlpool MOD# [redacted]) and combo microwave/oven (MOD# WOC54EC7AS00 and S/N: [redacted]. Refrigerator makes banging sounds. Oven and microwave don’t always heat up food properly

-DanMarc confirmed fan wasn’t working properly of the combo oven, but couldn’t verify noise of refrigerator or heating issues

-November 4. DM returns to fix fan and two technicians. After this”repair” the oven is unusable as it makes very loud banging sounds and fan of microwave doesn’t turn off unless the door is open. DM still doesn’t acknowledge the refrigerator problem.

-November 11. We called to confirm next day appointment to fix microwave/oven and refrigerator and the arrival of 2 technicians.

-November 12. Only [redacted] shows up, without any tools or parts

-November 12. We called DM yet again to get this resolved. This was now visit number 3 and we were in worse shape than before. DM suggested sending head tech that Friday, which we declined as still not all parts were ordered. To our surprise on November 15th the same tech [redacted] calls to stop by, still not with all the parts.

-November 24. We made another appointment with DM, online to fix the oven/microwave. Melanie, from Whirlpool also contacted DM and they confirmed with her the appointment.

-November 26. As DM refused to verify the issues with the refrigerator we contacted Superior Applicances. Their tech identified right away that the damper was broken and fixed it the next day. This is in sharp contract with DM who said that there were no problems with the refrigerator.

-November 28. DM didn’t come to fix the micro wave/oven. When we called DM said no appointment had been made.

DanMarc has consistently provided extremely poor service. We have not been able to use the oven/microwave properly in 3 weeks as it is unusable since DM came to repair it.Also DM repeatedly has told us and Whirlpool incorrect information throughout.Desired Settlement: We would like our appliance replaced, since we don't know how much damage technician did. We asked not to scheduled same technician and they schedule him again and for the latest re-schedule they were going to send the same technician.

Business

Response:

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.

Consumer

Response:

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

Business

Response:

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.

Review: Dan Marc Appliance was contracted by Electrolux to fix a problem with the control panel on my Electrolux refrigerator. Dan Marc Appliance was contacted in advance of the scheduled appointment and verbally clarified that there would be no service charge and all labor and parts would be covered. The technician arrived on August 21st 2013 and was told the problem with the control panel malfunctioning. The control panel would not maintain the correct temperature and needed to be defaulted to original setting every time the door was opened. The technician told me to default the refigerator and after 1 minute of discussion the technician said the panel "seems to be ok". I explained that the refrigerator problem was not solved and was told to obtain a service contract and then replace the panel. The technician then said he would have to collect a service charge despite me explaining that I had called ahead of time to Dan Marc Appliance and confirmed there would be no service charge. In addition the technician pointed out that "you people" tend to switch the setting to "sabbath mode" frequently which can damage the panel. He explained that he has done many similar service calls to "you people". I did not appreciate the remark and told the technician I would contact Dan Marc Appliance if I needed further help from them. Approximetly one week later I received a bill for $120 for service, stating the "service performed was

'Arrived at home, per customer the defaulted control pad, declines service charge payment'". The technician did not provide any service or even touch the refrigerator, nor was the problem resolved. Dan Marc Appliacnes billing departement was contacted 5 times regarding the situation and was told every time the manager would call me back. Have not received any phone calls, only correspondece was repeated bills and threats to send to collection agency.Desired Settlement: 1)Dismiss the "service charge" as per initial verbal agreement.

2)Apology requested for anti-semitic remarks by technician.

Business

Response:

Our technicians visit all race, creed and colors of customers all day. We handle 400 calls per day and this particular tech is one of the nicest men I've ever met. If you feel he said something offensive, all we can do is apologize for what may have be perceived as off color. As for the charges-Electrolux made the consumer fully aware there was a PART ONLY concession and that what THEY granted. We are an independent service for them and have no ability to override what was offered to the consumer. Therefore, the service fee, which is standard for coming out to the home and diagnosing the product is due regardless of whether or not the customer opts to repair the unit. As has been explained numerous times, the customer owes for our services and if they have an issue with the mfg, take it up with them. That is what they offered as the product was clearly out of the warranty period and it was a concession offering only

Business

Response:

Our technicians visit all race, creed and colors of customers all day. We handle 400 calls per day and this particular tech is one of the nicest men I've ever met. If you feel he said something offensive, all we can do is apologize for what may have be perceived as off color. As for the charges-Electrolux made the consumer fully aware there was a PART ONLY concession and that what THEY granted. We are an independent service for them and have no ability to override what was offered to the consumer. Therefore, the service fee, which is standard for coming out to the home and diagnosing the product is due regardless of whether or not the customer opts to repair the unit. As has been explained numerous times, the customer owes for our services and if they have an issue with the mfg, take it up with them. That is what they offered as the product was clearly out of the warranty period and it was a concession offering only

Consumer

Response:

I am rejecting this response because:

Whether or not Electrolux made a parts only concession, we contacted Dan Marc Appliances and clearly told there would not be a service call fee. In addition the problem with the appliance was not diagnosed. I'm sorry to hear this technician is one of the nicest men you've met.

Consumer

Response:

I am rejecting this response because:

Whether or not Electrolux made a parts only concession, we contacted Dan Marc Appliances and clearly told there would not be a service call fee. In addition the problem with the appliance was not diagnosed. I'm sorry to hear this technician is one of the nicest men you've met.

Business

Response:

The call came in from Electrolux as a PART ONLY authorization and it was told to her exactly what they were covering and not covering. This bill was eventually paid for by the consumer. My guess is that after Electrolux told them what they had offered them, it was realized we were not incorrect and that our fee was due.

Review: I contacted Maytag repair service for a dryer issue on my washer dryer combo in late April, 2014. This resulted in a call from Dan Marc Appliance to schedule service. A technician came out on 4/26/2014. He diagnosed that the dryer motor had burnt out. He said he did not have the part and that I would need to pay for parts & labor before he could even order the part. I agreed to cover the costs because it was still cheaper than getting a new machine and gave him a check of $346.88. He told me to leave the machine unplugged, which I did.

On 5/2/14, a second technician came with the new motor to fix my washer dryer combo. He plugged and turned the machine back on. After the examination of the dryer, he told me that the first technician had given an incomplete diagnosis and that in addition to the burnt out motor, the wires on the timer dial were fused. He stated that additional parts and labor were needed. He also stated that if he opened up the dryer, he could possibly find more defects since it is a very old unit. It was recommended that I replaced it with a new machine. He stated that he will tell his manager to refund my money and someone from Dan Marc will give me a call the following Monday. He took the part back as it wasn't needed anymore.

After not receiving a call the next week, I called and was told that the manager was out and was assured that she would return my call the following day, which never happened. On the week of May 18-24, I followed up and was told that the approval request for my refund was on the stack and I should check back the last week of May for the status. I didn't get a chance to follow up until June 18th. I was told that the approval request was still being processed and that the manager was out and was assured that my call be returned the following morning, which of course didn't happen. It is clear that Dan Marc doesn't intended to call me back or return my money. Please help.Desired Settlement: I am requesting a full refund of $346.88 for parts and labor that I didn't receive from Dan Marc.

Business

Response:

A check was sent out this morning. Apparently, the refund was created when we were supposed to, but for whatever reason was not completed. Our apologize for the inconvenience.

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. Regards, [redacted]

Review: I have extended repair contract with [redacted] ([redacted]) for my Whirlpool Gold Serires appliances the were purchased from [redacted] in Feb of 2013. We paid almost 8000.00 for all of the appliances and extened warrantees to [redacted]. Since the refrigerator was new there have been issues with it not keeping the freezer cold enough. On 1/29/2014 I contacted [redacted] to have the refrigerator looked at again. [redacted] sent Dan Marc Appliances out tfor the repiar on 1/5/2015. Despite my detailed description of the problem Dan Marc sent a technician that was unable to correct or even diagnose the problem. Dna Marc then sent out their refrigerastion speciast on 1/7/2015 the technician arrived never even open the appliance or pulled it away from the wall was at my home less then 10 minutes. The technician just ordered about $800 dollars in parts including a compressor, evaporator coil, service valves and a dryer. I smelled a rat........ My professioanl back ground is a mechanical enginner with a specailty in heating ventilating, air condtioning and refrigeration with over 40 years of experience. On Sunday 1/10/2015 I maked the orginal compressor with my innatials and date. After the supposed repair I checked the refrigerator and found the compressor had not been changed nor had the evaporator coil. I have contacted [redacted] and told them of the issue and they sent another company to investigate. The other company reordered the same parts. The parts will not be available until after 1/31/2015. To say I'm un happy is an understatement. Dan Marc wasted my time didn't fix the refrigerator. So now I will be without a working refrigerator for more than a month. I have also filed a Revdex.com complaint against Whrlpool because this model refrigerator has had known manufacturing and quality issue they have choosen to ignore. I will be filing complaints about [redacted] in Fairfield NJ and [redacted].Desired Settlement: I would either like the refrigerator replaced with a new model of equal value with extened factory warrantee or I would like my prchased refunded.

Business

Response:

The refrigerator was diagnosed with a sealed system issue. The parts that were ordered were an evaporator, filter drier, service valve and compressor. The tech installed everything but the compressor as it was functioning as designed. The compressor was ordered, in the event the system was contaminated, which it was not. The call came in to us as not cooling. That does not constitute having a sealed system specialist, unless it is determined that one is necessary. So the sealed system tech was then dispatched as is necessary to determine the failure. WE followed the EXACT procedures we must, as outlined by the contract company. The was nothing done improperly or underhanded by anyone involved. If the unit is still not functional, then our apologizes for that, but sometimes, things happen and a repair does not work as expected

Consumer

Response:

I am rejecting this response because: After nearly 4 weeks of being broken the refrigerator is still not working because the repairs were not done correctly. I am a HVAC technician with over 40 years of experience and I know when a refrigerator is working correctly. 1. The Dan Marc technician clearly noted on his service report he replaced the compressor.2. The fresh food evaporator was inspected by another repair company and they indicated to me it looked like an original part.3. Since the Dan Marc technician left the job the refrigerator is making loud crackling noises that seem to be coming from the freezer evaporator. Possibly caused by incorrect or over charging the system and the is liquid refrigerant or other non condensables in the refrigeration system. 4. 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.

Business

Response:

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.

Review: Refrigerator Service light & Beep started approx. 12/24/13. Called for service repair.

Came in stated I needed a new Mother Board for $650.00+ .

When they returned to install they somehow damaged the ice maker which prior to this " Mother Board " replacement, we were having no issue with.

After returning and stating we need to then purchase a new Ice maker / the unit still did not operate.

They now claim there is a broken wire in the ice makers circuit.

My employment being in Electrical Engineering & working with similar type circuitry I challenged this " new " evaluation.

My wife made many calls for resolve / asking if nothing else, take back your ? Mother Board ", return our money & we will all go about are daily affairs.

They did not return the call after 1+ week.

I myself attempted a call & a phone person by the name of Marie basically would not put any calls through to management or the owner [ when she said does not speak w/ customers ].

I am hopeful contacting you will assist with a resolve.Desired Settlement: Return my initial costs, take their "Mother Board" back / settled.

Business

Response:

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.

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.

Regards,

Review: Over the past several weeks my KitchenAid(KA) refrigerator has been experiencing problems with maintaining the adequate temperature causing my food to spoil in the freezer and non-freezer compartments. My first call was to the KA customer support hotline where I was able to schedule service. By default, the 3rd-party appliance repair company in my area that services KA is Dan Marc Appliances(DMA). A tech was scheduled to come to my home on 10/11 bet. the hrs of 1pm-4pm which obligated me to take the day off from work. However, the tech did not arrive until approx. 5:45pm. After his diagnosis, his recommendations where very vague and non-expert like. His 1st recommendation was to replace the thermostat. Then, he added that it could also be the control unit (where the temp. control [redacted] dial is housed). However, he was not really certain what the issue was and that replacing one or the other, or both, could potentially fix the problem or see what happens.

After asking him how much it would cost to replace each of these parts, he said that he did not know and that he would have to call one of DMA's 3rd vendors since it was after-hours and his colleagues he would normally speak with at DMA for pricing were closed/gone home for the day.

Once he obtained the pricing, I learned that the most cost effective short-term solution for me was to replace the thermostat($90)and not the control unit ($200+). The tech then stated that he did not have the thermostat in his truck and would have to come back.

I called DMA the following day to speak to the head of customer service to explain my level of frustration, which she was not sympathetic to. I expressed that I was highly unsatisfied with the level of service received because of 1) tardiness of the tech 2)unpreparedness of the tech w/ appropriate replacement parts 3) I would have to lose an addt'l day of work because of this - all to my loss and their gain. I had to pay a service visit of $117.64.Desired Settlement: 1) I desire that I be refunded the $117.64 service visit fee that I paid via check #[redacted] to Dan Mark Appliances. I request this refund in order to obtain the services of a different repair company because I've lost confidence and trust in DMA for any future services. I was not given a clear, concise diagnosis of my issue and that it would be resolved by replacing the stated parts in the next visit.

2) I desire that for the sake of other clients, DMA would contact customers prior to tech visits to gain a better understanding of the issues being experienced to be better prepared to resolve issues in one visit.

3) I desire that DMA have more experienced techs to provide their customers the appropriate level of confidence that their recommendations will be effective.

4) I desire that for the sake of other clients, DMA arrives during the promised time periods.

My above concerns were expressed to DMA's customer service rep. but was denied refund and/or sympathy.

Business

Response:

The repairman is quite knowledgeable and capable of properly repairing your appliance. However, there are times when due to the nature of the failure, more than one part could be the cause of the problem, so that is more than likely he reason for the multiple part diagnosis. As for his being late-we do the best we can to keep to the appointment times, but during the course of a day, many variables arise. Sometimes jobs take longer than expected or traffic or longer than expected hold times on calls that need to be made in order to get a resolve for a consumers' issue with their appliance. His first priority is to concentrate and get the best results possible at each home on his route that day. It is not our intention to have anyone waiting but we also don't want to short change anyone simply because he is behind on his route.

As for not be "prepared"-Dan Marc is strictly monitored by the manufacture to have the top 60 used parts on the service vehicles, of which we have well over 100. But there are literally 1000's items service parts made for the many makes and models so it is IMPOSSIBLE to have EVERYTHING on the van. On top of that, the call was dispatched to us with no information as to the nature of the problem, so we have no way of pre identifying items to have on hand without a make, model, serial and failure description.

With all of that being said...the overhead it takes to dispatch, insure, payroll, fuel expenses is extremely high and the service fee is more than fair and justified for coming to your home, diagnosing the problem, ordering the part, paying the shipping to have it sent to us, all in an effort to repair your product. We have left messages informing you that the parts were in and are waiting for you to schedule the repair. If you choose to use another service that is entirely your choice, but we are entitled to be compensated for the service fee.

Review: I had hired this company to come service my washing machine. I paid them the service charge of $120 just to gave them come to see what repairs I need. Then I hired them to come and fix the issue at an additional cost. Besides the fact I later see that I was charged not once but TWICE for the service charge, the repair they made shouldnt be called a repair. They offer a 90 day guarantee on all repairs. My repair was done on Oct 3 and product failed on Dec 8th. When I called them on Dec 9 they told me in order for them to come and take a look I will need to pay and additional $120 so their technician can come and fix the problem that their other technician never fixed properly. They are extremely rude on the phone and offer horrendous customer service. They refused to speak to me any further unless I pay them more money up front. Now I am stuck having to pay them a total of $220.41 for services that were not properly provided and I still at the end have a NON working washing machine. It has not been 90n days and they refuse to value their customersDesired Settlement: All I want is for my washing machine to be repaired properly once and for all or refund me the full total so I can hire someone else more professional to fix it

Business

Response:

Our warranty is stated on our invoice which is: We charge $109.95 to come out to the home and diagnose the problem. Once the tech determines the failure, he will let them know what the parts and labor would be to complete the repair. Our service fee is good for 30 day and the parts and labor is covered for 90 days. The 2nd repair was called in over 60 days later, therefore the service fee is due again. It is a very common warranty is the appliance service industry, used all over the country. The customer DID NOT pay for the first visit and it was only until she contacted us the 2nd time that we told them we can not proceed with the repairs until they cleared up the old invoice. Again, all of this was discussed many times over the phone

Review: We contacted Lowe's repair service for a repair of a fridge/freezer issue in late September, 2013. This resulted in a call from Dan Marc Appliance to schedule service. A repairman came out 10/1/13. He said the freezer motor & blade (which were frozen) were broken not circulating air. He said he did not have the parts & that we would need to pay for the service charge, parts & labor before he could even order the parts. We did this via credit card to a total amount of $479.87. He told us to unplug & defrost the unit which we did. On 10/14, (thirteen days later) a second repairman came with the parts to fix our fridge/freezer. He arrived & then promptly stated he wasn't trained to repair GE Appliances & that someone else would need to come, he left the parts with us. On 10/16, a third repairman came & asked my husband to plug in the fridge, which he did. This third repair man stated that the fan/motor was indeed working & questioned whether the initial repairman ran diagnostics. The answer was no. This third repairman then stated that he can't run diagnostics for at least 18 hours, since the appliance has been unplugged & needs time to cycle. Ok that makes since. He took the parts back as they obviously weren't needed. It is now 10/19. No contact from Dan Marc Appliances. No return of several messages left with service and billing. Can't reach a live operator. Have made multiple phone calls to Lowes who ultimately say that their "repair service" is just a referral service & that Dan Marc is not a subcontracted company. We have now contacted Discover Card to open a "dispute claim" as of today. Obviously won't know the outcome for a little while. Please help.Desired Settlement: Would like full credit via resolution of "dispute claim" placed with Discover Card.

Business

Response:

The senior tech was out on 10/16 and did instruct the consumer to contact us back if the refrig continued to give them trouble after plugging it back in. [redacted] contacted them on 10/23 and left message. At this point consumer has reversed charges and no monies have been collected. Therefore, despite the tech having possibly misdiagnosed the issue, a this point, having paid us nothing, the case should be closed.

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 only in the fact that they are not going to challenge the reversal of the credit card payment. The lack of response when we called to complain, the poor service which kept our fridge/freezer off for over 2 weeks, the fact that it was misdiagnosed, the fact that they would send someone out who was not trained to repair our known brand of appliance is appalling and very unprofessional. I would appreciate if this can be posted to the Revdex.com complaints for public review, so that others don't have to have a similar experience.

Regards,

Review: They told me that my service schedule is between 8-12 AM so I didn't go to work that day and decided to go to work in the afternoon. I called them and they said it's now between 1-4! They didn't even inform me until I called them! The customer service named [redacted] was so mean, rude and nasty on the phone that I was so pissed I cursed at her!!!! I lose money that day coz I can't go to work and wait for them!Desired Settlement: I don't want them to charge me for the visit fee because for the inconvenience they gave me!

Business

Response:

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.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I never got a call as u stated in your email on Tuesday at 15:23pm. What number did u call? Who did u talk to? If I missed that call it should be in my call history! However, I did get a call from you guys at this number [redacted] on August 10 @ 4:29PM and he left a voicemail confirming my appointment between 8-12, I still have it in my phone. I even called your office the following day @ 11:02AM to confirm my appointment of 8-12AM and talked to a guy and my concern about the parts. It's still unacceptable that I was never informed of the changes in appointment!!!!!

Regards,

Business

Response:

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

Review: I contacted the Whirlpool Corporation because my washing machine would not operate. They arranged for service with Dan Marc Appliance. They came to repair my washing machine. The technician turned the machine on when he left after allegedly completing the repair. Not more than 5 minutes later, as the machine was emptying the water, it flooded my kitchen floor. Of course I could not contact him as I didn't have a contact number and because he was so late in coming, the office was closed. The floor is a new wood floor that warped and buckled causing creaking from the excess water being put on it. He returned a few days later and hooked up the drain that he forgot to hook up. He took pictures of the floor and showed it to his manager. His manager said they cannot see any damage and refuse to do anything. I have no idea how you can see damage from a cell phone picture and they refuse to send someone to look at the damage.Desired Settlement: I would like to have my floor fixed or a monetary amount so I can have it fixed.

Business

Response:

The machine was repaired and tested by filling with water, allowing it to agitate, spin and drain out, so he is certain it operates and does not leak prior to him leaving the home. We called early the next day, as an email was sent to us stating there was an issue and that they demanded we go that day after 4:45PM. The tech offered to do so, but the customer chose to wait a couple of days for him to return instead. Upon his return, he noticed a clamp not on the machine, that had it not been there when he finished, could not have done anything but leak during his testing. Regardless, he did take pictures, reported back to the office what had transpired and did not see nay damage to the floor.

IF the customer would like to claim damages, we can have our insurance company send an adjuster out to see the floor. IF they agree to that there is damage and was caused by us, we have no problem accepting the claim.

Review: In early June I contacted Dan Marc for a diagnosis of a problem with an amana refrigerator in my apartment. On June 19th the company sent an employee to my apartment and diagnosed a problem with the fan motor. I was charged $134.95 for the visit and then told to pay $71.04 for the part. The technician was told he did not have the part and would have to come back at a charge of $135.00. I paid a total of $370.82 on June 19th. I also stayed home from my full-time job to meet the employee.

On June 25th, Dan Marc sent two different employees to my apartment. I also stayed home from my full time job to meet the employees. At this time the two employees indicated that the first repair person [redacted] mis-diagnosed the problem and in fact it was not a motor fan, but a thermostat that needed to be replaced. At the time the repairmen did not have a thermostate part. I was told they would have to schedule a third appointment to install. At that time I ask to speak with the store manager [redacted]. [redacted] indicated I would not be charged for the visit on June 25th and that she would have the repairmen back on Friday June 28th.

In reliance on [redacted]'s promise to send repairman a third time, and additionally, staying home for a third time from my full time job, no repair man came. When I called the store they told me that I didn't receive an automated confirmation becuase their phone system was down yesterday. I told them that I can not stay home like this, it is jeapordizing my employment and further more I have paid money with no satisfcation.

I then received a phone call from a gentleman in customer service. He indicated that I never got a call confirming today's appointment because the part never came in. I indicated that I stayed home a third time, and can not relay on the company's poor service and inability to provide appropriate solutions - e.g. mis-diagnosis, lack of parts, etc. I asked the company to return my money ASAP. I was given no confirmation in wiriting in this regaDesired Settlement: As I never heard from the store owner regarding the status of my repairs, and a confirmation of my return of $370.82, I am requesting a check be sent to me asap. Additionally, I need recognition from the company that their failure to provide service has now caused potential harm to my employment by forcing me miss work.

Business

Response:

The charge was reversed on the credit card in it's entirety, as we said we would do, on the day you sent the email. You have been fully refunded

Review: About 5 weeks ago I called [redacted] which is the extend service protection plan's number which is service by Dan Marc Inc, to come out for my whirlpool refrigerator. The model number of this refrigerator is [redacted] the right side door was not closing without you applying extreme measures and although you did that, it still had a gap in the door where air was going through and it was causing my food to spoil. The first repair man came and he somehow stated that he was given the wrong information. When I called for the repair I stated that the refrigerator needed door alignment and his paper work stated refrigerator wasn't cooling, so he did not have any tools with him for my problem. I made another appointment.The next repair The next repair man came and said that I would need a new door which would have to be ordered. I was told that it would take up to 6 weeks for the door to come to them, then they would bring it to me. I ask what was I suppose to do for the 6 weeks for my food not to spoil and was told that was not their problem and to try to go back to the original store where I purchase the refrigerator and maybe they would give me a loaner if I had a credit card, but if not, it's nothing they could do. I had to inconvenience some of my neighbors to use their refrigerator for grandchild's milk and certain other foods that were perishable. I had to wait till they got home from work to get my items. The foods that I did not put in other people's refrigerator I had to buy daily, and living on a fixed income, that is very hard. I could not even have Christmas dinner for my family cause I would not have had any place to store the left overs. I am sensing that the problem with the door is not repairable, and this is just delaying the situation. My warranty contact is for 10 years and I brought this refrigerator in 2012 and the door won't be here til the end of Jan 2016. I don't think it can be repaired properly, so they should just go ahead now and replace it. Please,I need help.Desired Settlement: The desired resolution for me is to stop making me wait for a door that possibly won't work anyway because if it don't work, now I'm going to have to wait additional time to get a replacement refrigerator.I also feel that this matter should be taken care of asap so I wouldn't have to continue for a long period of time to buy food daily. I also feel that I should be partially reimburse for the lost of some of my food.

Business

Response:

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.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:It is not helping me in the least. I'm still without a door for my refrigerator for a length of time and Dan Marc is not living up to their responsibility that was given to them by [redacted] to honor their contact that I paid for. They are a big conglomerate and they are not trying to hard to help the little people. They have already been paid for to cover my contract and they are trying to stand behind, it's nothing we can do, it's the manufacturer, but in the long run my food is still being spoiled and I still have to buy food on a daily level. My contract states, if the product is un repairable, it would be exchanged with a product of comparable performance, not to exceed the original purchase price. Now where does that leave me? I have to wait 6 weeks and then an additional time if the door cannot be repair, for an exchange. Something has to be done, and soon.

Regards,

Hannah Giles

Business

Response:

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.

Review: Although your service man was cordial, he did not do what he was paid to do. I called for repair on my 30 plus year old oven ([redacted]). Before he came I had taken out parts of the oven and found that the ignitor was not going on, so I called for service to find out if it was worth repairing. Your man took a look and checked on the cost of a replacement ignitor. He said a new one would cost $161.00 and the labor to put it in would be around $120.00. He also said that because the oven was so old, that there would be a possibility that in replacing the ignitor other parts might break off causing even a bigger problem. So with this information we determined it wasn't worth fixing.To make a long story short.I checked on the internet and found the replacement part for $42.00. I took out the old one, it came out with ease, there was no rust and the screws came off like new. He never bothered to check the condition of the connecting parts.I put in the part myself and the oven is working fine.My complaint is... what did I pay for? I called up to find out of my oven was worth fixing.1. The service man gave me the wrong price.2. His professional advise was wrong, there was no rust or jammed parts to break.3. The oven could be fixed at a reasonable price and I would have paid him to do it, if he knew what he was doing.Desired Settlement: See Complaint Text

Business

Response:

We gave a response that we feel on a 30 year old product is pretty fair and accurate. There are very few parts that are still available on something that old, so when the tech gives you his opinion, it’s a cautious approach, due to the age and knowing the scarcity of other parts that may be necessary. If we purchase the ignitor, which was at a retail price of what the customer stated we quoted, plus the service fee and the labor, the repair is almost $300 on a product that is 20 years past its’ useful life. And if anything were to go wrong shortly thereafter, the cost of the repairs would exceed a new stove.