Dave's Appliance Repair, Incorporated

Review: Dave's appliance cam on Nov 15th to clean our [redacted] coils and do a minor repair on our [redacted] Stove. While one worker did the repairs, the other complained about personal life issues. I was charged for 2 hours of work $1,261 and was promised a part the following week. That appointment was rescheduled late December due to the repairman being injured. It was rescheduled again due to the part not being in (if the part wasn't in, why was I on the calendar twice?), then I never heard from anyone at Dave's appliance and followed up myself. The part was due in early January. I scheduled the appointment for Jan 21 to be sure the part was in. Sure enough, a call the night before that there was no part. I ordered the part myself in the meantime and received it. I want a refund for $119.44 plus tax and the part installed. I was promised this but then the last person I talked to at Dave's appliance had no control over my refund and had no record of my appointments.Desired Settlement: Refund $119.44 plus tax and install the part I ordered myself since I prepaid for the labor.

Also I think I should be compensated for being billed for the rep to discuss his personal issues with me at a very high hourly rate.

Business

Response:

1/29/2014

To Whom It May Concern

Attached you will find [redacted] copies of both service tickets of the work we performed at her residence both on her refrigerator and oven. [redacted]. [redacted] was informed by the technician that the part for her [redacted] oven was on a back order, this date was changed several times and unfortunately we have no control over the ETA as you can see in the letter we have provided from [redacted] distributer. The new ETA is the week of February 10th. [redacted]. [redacted] called and stated that her father had found the part and she wanted us to install her part for her. [redacted]. [redacted] was informed that we would indeed install the part that her father found and refund her the $ 119.44 plus tax that she had paid. [redacted]. [redacted] was due to have her part installed on 1/22/2014 but called our answering service to cancel her appointment. We have called [redacted]. [redacted] to get her back on our schedule and have yet to hear back from her. As to her claim the last person she spoke to at our office had no control over her refund and had no record of her appointment is true because she had called our answering service and all they do is take messages for us, they have no access to our computer system. [redacted]. [redacted] has never once mentioned an issue with our repair technicians and will not be getting any sort of "high hourly rate" compensation! In conclusion as soon as [redacted]. [redacted] contacts our office to reschedule the appointment she canceled we will install her part and refund the $ 119.44 plus tax.

Thank You

Review: We had an oven door not opening due to being in a locked position after self cleaning, so we called Dave's appliance to come and fix it. We were told that it is a $98 charge to come to the house but it would be waived if they fixed it. The work was done in less than one half hour and the oven door now opens. We have not tried to put it to self cleaning mode for fear the same thing will happen again (stay Locked). The technician (Alex) and another helper went to their van and were in there for almost a half hour working up the bill. Brittany (the helper ) came in and handed the bill for a total of $295.74. I had a friend at the house who stated that at NO TIME did they give us an estimate of the cost prior to working to open the oven door. No new parts were put in. When I got home and saw the bill I was outraged. I called on Tuesday and spoke to Julie (office manager) who said that $289 is their flat rate. I said I wanted to speak to the owner, Dave. I told her we were not told the flat rate BEFORE the work was done and she said Alex was supposed to tell you that. I said he did not and she said she would contact Alex and call me back. I said I wanted to speak to Dave. I waited until Friday and then called back. Julie said Dave has been busy and sick and she didn't know what he would do anyway. I said I wanted to speak to Dave. She said she would leave him a message, Dave has not returned my calls.Desired Settlement: I would like to speak to Dave so we can reach a reasonable agreement on the bill.

There was miscommunication and I would like to talk to the owner.

Business

Response:

[redacted] was given an

estimate prior to repair. The estimate consisted of parts(micro switch and

wire) plus labor. [redacted]’s brother who

was present at the time of repair called [redacted] to inform her of the charges.

[redacted] approved the repair and authorized us to charge her credit card. We

spent an hour’s work at [redacted]’s home, when finished her brother signed the paperwork.

Although Dave is the owner he does not manage the office. The office manager

has been put in the position to handle the concerns of our customers. [redacted] can

communicate with Julie the office manager to come to an understanding.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: It is not accurate information. It is a lie. I was NOT contacted to okay the charge. I would not be called at work because I can not take personal calls at anytime during the day. I was not given an estimate. We were told the fee to come to the house and if work was performed that charge would be waived. No other mention of price was ever mentioned before or during the repair.We were NEVER told of the charge before the work was done and I never received a call to approve the repair before knowing the price. They were at the house for an hour, but in the truck for 25-30minutes calculating the bill. The work performed was 1/2 hour.

Regards,

Business

Response:

** .[redacted] left her brother in charge of the repair. Once the technician diagnosed the issue with the oven an estimate was given and approved. Any time spent in the truck was to write the estimate and than to get the parts.**. [redacted] had the option to repair the oven or not. As explained to [redacted] when she called in that we would have to diagnose the problem in order to give a cost for repair, we have no way of knowing what any appliance will need before we diagnose it.

Review: I had a dryer issue and contacted Daves Appliance Repair. The service men showed up and somewhat analyzed the problem, stating that my dryer motor was 'shot'. They checked inventory to see if a motor for the dryer was available ..and it was not..so they said they would order it. I paid them upfront 393.00 for the motor and repair services. I tried my machine again after a day or so and it worked..no problems. So, I called the repair men and cancelled my order. They were very determined to get the repair by telling me that if I did not get the repair a fire would happen. And that if I cancelled, the charges for cancelling would be pretty much the same as getting the repair. I then asked them the name of their manager..and the repair person said 'Dave'. Well, that is not enough, so I hung up and called the shop and explained to the person on the other line and she was very nice and said of course you will be refunded. After three weeks, and continual calling, I get a check for $68.00 with an itemized bill that does not match my initial bill. I have to pay for a motor that is returned and service charges that are doubled, etc. This is ridiculous.Desired Settlement: I want a full refund. The service charges were never explained and not on my initial receipt. And there is no statement on the website or the initial receipt about No Refunds.

Business

Response:

We were called about a dryer not working and we scheduled an appointment for this customer. When we arrived our technician tested the dryer to find that it would not work. We changed the belt on the motor and did not charge the customer for this $32 part. We infromed the customer that a new motor was needed and we did not have this part on our truck. We would have to special order the motor. Being its a special order we ask the customer to pay upfront so we do not lose out on purchasing the product if they elect to purchase a new appliance.

Review: The worst experience ever! Called to have our gas stove repaired. Was told the part would need to be rebuilt and should be ready in a week. A week goes by...no call, another week goes by...still no call. I called every day looking for an update to when it would be fixed. I have an autistic child who only eats certain foods.....and having to get take out all the time to feed him was getting a bit played out. An ENTIRE month later, they call and schedule the tech to come out....and he does.....and CAN'T fix it! Then they want to refund me by check....(I paid with my credit card). They in turn, refund me less $159 for a service call, which was never specified on my work order. If it couldn't be fixed, they should have told me that a month a go and I would have just bought a new stove. This place is a scam! Office manager is condescending and has to check "with Dave" for everything..... This is the worst company I have ever dealt with. If I ran by business like this, I would be OUT OF BUSINESS.

No services were performed.....the stove could not be fixed!Desired Settlement: Full refund of the entire amount that I paid.

Business

Response:

[redacted].[redacted] called our office stating that her oven was not working, we sent a technician out and they found the oven needed a clock, the clock was no longer available due to the oven being 25 years old. Our technician explained we could send her clock out to a company that could TRY to rebuild the clock, as [redacted].[redacted] said she did not want to get a new oven. At this time [redacted]. [redacted] was given the estimate to send the clock back and our labor to take the clock out $159.00 plus the cost of the clock rebuild. [redacted].[redacted] agreed so we took the clock out to send out for repair. Normal clock repair can take up to two weeks, this [redacted].[redacted] was irate about after week 1. When our technician [redacted]. called her to explain that the repair was taking longer due to the age of the oven and the availability of parts to repair the clock [redacted].[redacted] cursed at him as if he were worthless, [redacted].[redacted] was also quite rude to all our office staff, we understand she was upset about the part taking longer then expected but there is NO need to treat people like that!! Later we received a call from **. [redacted] who was pleasant, and we explained again that due to the age of the oven/clock the company was having a hard time finding the parts to repair the clock, he understood and we told him we would call as soon as it was ready. Within a week of speaking to **.[redacted] we received the clock back and set up a appointment to come out and install the clock back into the oven. Our technician arrived and installed the clock, the repair to the clock was unsuccessful. It was explained to [redacted]. [redacted] that we would refund her $320.19 she would just be responsible for the labor to take the clock out and send it in for repair, [redacted].[redacted] agreed to this before we even took the clock out of her oven. Again [redacted]. [redacted] became nasty with our staff, she called in and ask to speak with the office manager, [redacted].[redacted] stated she wanted all her money back, and was told I had to speak with [redacted] because he is the owner, that makes me condescending? I only spoke with [redacted].[redacted] one time, every other time she spoke with other girls on our staff, so I was surprised at all the names [redacted].[redacted] called me! Not one person at Dave's appliance was rude or condescending to [redacted].[redacted]. [redacted].[redacted] will not be getting a refund we did exactly as we said we would do, and she was aware of the cost. [redacted]. [redacted] was credited the same day on her credit card,and we emailed her the receipt, nothing was said about a check. [redacted].[redacted] stated we should have told her the clock could not be fixed, she again knew we had to send it back to TRY to be rebuilt, if we knew at the time it could not have been repaired we would not have done so and she would have only been responsible for a service call $103.88, [redacted].[redacted] wanted to see if it could be rebuilt, so therefore she is responsible for the quoted price of $ 159.00. In addition there shipping cost and expediting fee's in the excess of $250.00 that which we paid for in a attempt to help [redacted].[redacted] so she would not have to purchase a new oven. In the end we have lost hundreds of dollars trying to help [redacted].[redacted].

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

1) Our technician explained we could send her clock out to a company that

could TRY to rebuild the clock, as [redacted].[redacted] said she did not want to get a new

oven.

Review: I called Dave's Appliance Repair because my [redacted] washer wasn't getting the clothes dry. They were still dripping when I pulled them out. When they came out they charged me $321.71 to repair my washing machine pump. When I went to use it the next day, the clothes were still just as wet as before. When they came back the second time, they said I now needed a new transmission, which would cost almost $700. I declined to do this repair. I then called the office many times before getting a call back. I asked for a refund of my $320 since they clearly misdiagnosed the problem. They said that they did exactly what I paid them to do: they replaced the pump. The tech (Tony M[redacted]) said that when they tested the washer after repairing it, it tested fine for them. He then said that it was a coincidence that I was having a problem with my transmission after having just had the pump replaced. He said I was not entitled to any refund. I called back many times to try to speak with Dave, but after at least 6 messages left, he has not called me back.Desired Settlement: Refund of $321.71

Business

Response:

[redacted] called us with the complaint that his washer was not draining properly. Alex diagnosed and gave [redacted] the estimate, [redacted] agreed. Alex replaced the pump and belt on his Maytag washer in order to get the machine draining and able to spin. When our technician tested the machine after repair, it tested fine. The following day [redacted] called to say he was having the same problem. Upon arrival for our second call to his house our technician Tony noticed the machine had been tampered with, assuming [redacted] tried to resolve the issue himself before having us out a second time. After a second diagnosis Tony told [redacted] the current problem is the transmission. The price of the transmission replacement was $446. [redacted] refused to put more money into repairing his washer. [redacted]s situation is something that is out of our control. We repair what is broken and those working functions can cause something else to fail. [redacted] requested his money back but we couldn't give a refund because what we fixed (the pump and belt) were broken and tested fine at time of replacement. The price for a new transmission did not include labor because we guarantee the labor price given at time of repair. He did not pay any additionalfees for our second visit.Dave's Appliance

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

The information contained is inaccurate. As I have reported from the beginning, the machine had been "tampered with" before I ever called for a repair. I did nothing between the first and second visit except for running a load of laundry. Dave's Appliance failed to diagnose the problem accurately, and then failed to accept responsibility for that error.

Regards,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: The wood in question was NEVER discovered by the technician. They never talked to me about it during the visit. They never showed it to me. I reported that I used this wood, again, BEFORE the first visit, on the phone. The wood in question was only of interest until I complained. It appears as though Dave's Appliance was in search of a convenient way to transfer the blame away from themselves. Again, all I did between visit #1 and visit #2 was wash a load of laundry. Once I saw the problem persisted, I called them to make a second visit and DID NOT use or "tamper with" the machine. The technician misdiagnosed the machine, and Dave's is failing to accept responsibility for this.

Regards,

Business

Response:

Dave’s Appliance accepted full responsibility for [redacted]’s machine. The machine was previously mishandled and the repairs our company made were necessary. We returned under warranty, the estimate for additional repair was free of labor. Regardless of one visit or two the washing machine needed a pump, a belt, and transmission service in order to be fully operational. After the repair was finished the washing machine performed all cycles during the diagnostic test. Our company followed protocol; we stood by our warranty and committed to providing knowledge and quality service throughout.