Dependable Appliance Service

GOOD A M MAY I FIRST START BY SAYING I HAVE GIRLS ANSWERING PHONE LINES DAYS A WEEK..FROM 9-5.....THOSE ARE OFFICE HOURS..AFTER AND BEFORE THAT IT GOES TO AN ANSWERING SERVICE , LIVE , AND THEN DISPATCHED TO MY PERSONAL CELL PHONE HRS A DAY DAYS A WEEK...I LIVE AND BREATHE THIS BUISNESS AND KEEP IN TOUCH WITH ALL CUST THAT CALL AND REQUIRE IMMEDIATE CALL BACKS AS WE ARE IN THE SERVICING BUISNESS...I HAD SAID PREVIOUSLY I AM ONLY THE SERVICER, WE , WE DIAGNOSE , WE ORDER PART , WE COME BACK AND FIX...IF I CANT LOCATE THE PART FROM MY PARTS DISTRIUTERS IT GOES BACK ORDERED....AT THAT POINT THE CUSTOMER CAN EITHER WAIT FOR THE PART OR CONTACT THE MANUFACTUER THAT MADE THE UNIT , IS WARRANTING THE UNIT OR EVEN THE PLACE WHERE IT WAS PURCHASED...BUT I CAN ONLY ASSIST BY REPAIRING WHEN WE HAVE PART OR FOWARDING INFO TO THE CORRECT DEPARTMENT , WHICH WE DID......YOUR REF WAS COMPLETED AFTER THE PARTS CAME IN, IN FACT THE DAY THEY LANDED IN MY OFFICE WAS THE DAY U WERE CALLED AND SCHEDULED..IN THE FIELD WE DEAL WITH LOTS OF VARIABLES, WEATHER, TRAFFIC,TRUCK BREAKDOWS,CONSTRUCTION ON ROADS AND TAKING LONGER IN A CUSTOMERS HOUSE ON A REPAIR..SO THERE ARE TIMES WE RUN LATE OR HAVE AN ISSUE...I TRULY HOPE THE ISSUES WITH YOUR UNIT ARE RESOLVED AND IF YOUD LIKE YOU CAN CALL ME AT MY OFFICE , IM [redacted] AND I WILL ASSIST YOU ANY POSSIBLE WAY I CAN.......YOU HAVE THE NUMBER ASK FOR ME IF YOUD LIKE OR EMAIL ME [redacted] I WILL GET BACK TO YOU IF IM UNABLE TO ANSWER OR NOT IN .........THANKS ***

[redacted] , I do apologize you have been waiting for your parts for your microwave , but I am just the servicer , in fact frig does not even have the part yet avail to ship to you, and unfortunetly I , my company gets the blame for it you can contact [redacted] and give them your name and the part you are waiting for which is [redacted] ...once they obtain that part for you I will be more than happy to send a tech over if you still want , as waiting for a part is not my companies fault...as for you refrigerator we were there on 12/ [redacted] ordered your part, called on 12/ [redacted] to sched and we left message , on 12/ [redacted] you called back and your scheduled for 12/**, tommorrow...the girls in the office kept you updated when you called in...everyone here knows about your service call as it multiple appliances ...doing warranty service is sometimes a double edge sword as we , my company , gets the blame but when a mfg or company does not have the part , or on a backorder it is out of my hands and the consumer should contact the manufacturer , the one they actually have the warranty thru , not the servicer....we have notified the mfg about the part not avail at this time and then it is them who would ciontact you with any resolutions and then call us to keep us updated ......again I apologize for your delay in the part but do suggest getting in touch with [redacted] ...thank you

Revdex.com:The receipt I have for the $visit says "need blower, motor, pulley." No mention of rollers When I called no mention was made of the need for rollers Rollers were only talked about after I complained.Also, as far as the motor struggling with wet, heavy clothes in it: the repairman ran the dryer for no more than about seconds and there were no clothes in it I never said the motor struggled so I don't know how he could know that.This is going nowhere I'm done I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted] This resolution is acceptable IF they call me like it says in their responseSo far, no phone call

IM NOT SURE WHY THIS WOULD BE UNRESOLVED...MRS *** DOES NOT KNOW HOW THIS INDUSTRY WORKS AND THAT I NEED TO FOLLOW PROTOCOLS AND PROCEDURES ACCORDING TO THE MFG.PERIOD...EVERYTHING I HAVE STATED IN MY REBUTTAL IS TRUE AND CAN BE VERIFIED BY THE MFG THEMSELVES.IF HER ISSUES ARE STILL UNRESOLVED I WOULD BE MORE THAN HAPPY TO ASSIST....Tell us why here

Complaint: ***
I am rejecting this response because: they are not being truthful I was informed by one of their representative that the part was ordered August and it would take days for them to get the part once they get it I will be notified As of this day I still have not heard from them on the status of my repair I contacted the warranty company they tried to reach them with me on hold to get a answer from them That call failed since no on answer the phone and the voice mail box was full Yes they know exactly what I am talking about The part was not coming from overseas
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
While we understand that this issue is not entirely your fault, the main problem we have had with your company is the lack of communicationWe are never able to get a hold of your representativesIn fact, the information you listed in your response is incorrectI spoke to one of your representatives on 12/**, and we scheduled an appointment for 12/**, not 12/**I remember this because I specifically asked her if someone was really going to come out to my house the day after ChristmasWe understand that this issue could entirely fall on the shoulders of ***, and rest assured we have made a complaint against them as well, but your company has provided less-than-adequate customer service throughout this processIf it was, in fact, the fault of ***, this should have no bearing on the fact that we are never able to get a hold of anyone at Dependable Appliance; the fact that we were told multiple times someone would be at house house during a time frame in which they did not show up; and the fact that an appointment was scheduled for 12/** and nobody showed up, after we rearranged our schedule to be home for the serviceWe will continue to follow up with ***, and look forward to resolving this in a timely manner
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

wow it baffles me that the customer clearly states that he is certain what he doesnt need but was obviously uncertain what he did need which was the reason he called us in the first place...first , I am in buisness years and do not take advantage of anyone...EVER!!!!!!!!!!!!!!so
the acqusation he is accusing , I am offended ..........I am a very easy going buisness man and get along with most of my customers , approx 10,a year to be exact..we represent most manufacturers as well as all big box stores and would not if the acqusations this cust was saying were true...he could have easily left his name and # and I would have called him back to discuss and would have worked it out with him..instead he files a complaint with the Revdex.com of acqusations...when some one calls for me , I cannot just stop what im doing to answer the phone at that moment , but would and always do return the call when I become avail....as for the unit in question, I have tje utmost confidence in my techs to diag a unit properly...he states the motor is struggling at the start eapesicall;y when there is a heavy load , er change the idler , roller, and blade as that s what was making noise...it also comes as a kit which is why it is sold that way from the mfg....we get the units up and running as close to brand new as possible..so the cust is happy..this is the same phrase hind sight is 20/20...now that he knows whats wrong with it he prob repaired him self , less the motor and now wants his money backwhat he paid was a service charge which he knew what it was before we went to his house , that includes the trip to the home , the diag...if the consumer decides to repair then that goes towards the repair , if they dont then its a service charge....and I did not make this company what it is today built on service charges like he says in his complaint.....we satisfy most of our customers each day like I said ....we did no wrong here and would have been more than happy to discuss this with the consumer but because I couldny get on the phone immedietly and had my sectratary do what she does best this complaint is being made.....have the consum,er feel free to call me , leave a message if I cant speak at that precise moment and I will call him back to tey to resolve and make him happy to the best of my ability.....thank you ***

I TRULY HAVE NO IDEA WHAT THIS WOMAN IS TALKING ABOUT..SHE HAS A BAD COMPRESSOR AND MOTOR IN HER REFRIG ..SHE HAS A CONTRACT ...WE , AS AN AUTHOURIZED SERVICER NEEDED TO SUBMIT THE REPORT , GET APPROVALS , AND ORDER THE PARTS WHICH ARE NOT IN YET...ONCE ALL THE PARTS ARE IN TO COMPLETE HER REPAIRS,
THEN WE WILL COMPLETE THEM..WE ARE ONLY THE SERVICER , IF SHE NEEDS TO COMPLAIN , GO TO WHWRE SHE BOUGHT THE UNIT OR CONTACT THE MFG, BUT WE ARE ONLY TRYING RTO RESOLVE HER ISSUES , NOT COMPLICATE THEM..Tell us why here

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Let me get more to the heart of the matter. Let's assume you are correct; that I did (and still do) need a blower, motor, and pulley. I called because my dryer was making a lot of noise - like there was a sneaker inside it. Replacing the blower, motor, and pulley would not have corrected the problem of the noise. I feel my concerns, the the primary problem, and the primary solution were completely ignored. I would like an explanation of why I was not told I needed new rollers when it now (after seeing the destroyed rollers) is clear to me that that was the problem, and should have been clear to your repairman. I am requesting a refund because my concern was completely ignored
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

IT APPEARS TO ME THAT THIS CONSUMER HAS A BIGGER ISSUE WITH LG OR LOWES AND NOT ME...I GO BY THEIR PROTOCOLS AND PROCEDURES...PLEASE FILE YOUR Revdex.com COMPLAINTS AGAINST THOSE COMPANIES AND NOT MINE.....THANK YOUTell us why here...

I had spoken to mr tang numerous times....as a matter of fact I spoke to you yesturday and told you I would call lg on your behalf and get back to you as soon as I hear from them....I did just that..you called this a m but I was on the other line and told the girl to tell you I would call you back,...

I did that....but from that time till now , about an hour you hop on the Revdex.com website and file a complaint?  I was helping you..and for the girl being rude ,she wasnt rude , I heard hear , she was sitting next to me , it was you who has been rude , every time you call here your rude  and threatening , and to tell you the truth I should have given the call back to lg just for that but I didnt , I tried to help you , your issues are with your mfg , lg  they gety me the parts I would have been more than happy to install them for you..at this point I would advise you to contact lg as I will be giving the call back to them..  thank you , but you see I honestley dont think that a customer can speak to another person on the other side who has been trying to help you..if you should need my assistence moving your dispatch along I actually would be happy to help you , should you call..thanks...steve                              ...⇄ Tell us why here...

GOOD A M   MAY I FIRST START BY SAYING I HAVE 5 GIRLS ANSWERING 5 PHONE LINES 5 DAYS A WEEK..FROM 9-5.....THOSE ARE OFFICE HOURS..AFTER AND BEFORE THAT IT GOES TO AN ANSWERING SERVICE , LIVE , AND THEN DISPATCHED TO MY PERSONAL CELL PHONE 24 HRS A DAY 7 DAYS A WEEK...I LIVE AND BREATHE THIS BUISNESS AND KEEP IN TOUCH WITH ALL CUST THAT CALL AND REQUIRE IMMEDIATE CALL BACKS AS WE ARE IN THE SERVICING BUISNESS...I HAD SAID PREVIOUSLY I AM ONLY THE SERVICER, WE , WE DIAGNOSE , WE ORDER PART , WE COME BACK AND FIX...IF I CANT LOCATE THE PART FROM MY 3 PARTS DISTRIUTERS IT GOES BACK ORDERED....AT THAT POINT THE CUSTOMER CAN EITHER WAIT FOR THE PART OR CONTACT THE MANUFACTUER THAT MADE THE UNIT , IS WARRANTING THE UNIT OR EVEN THE PLACE WHERE IT WAS PURCHASED...BUT I CAN ONLY ASSIST BY REPAIRING WHEN WE HAVE PART OR FOWARDING INFO TO THE CORRECT DEPARTMENT , WHICH WE DID......YOUR REF WAS COMPLETED AFTER THE PARTS CAME IN, IN FACT THE DAY THEY LANDED IN MY OFFICE WAS THE DAY U WERE CALLED AND SCHEDULED..IN THE FIELD WE DEAL WITH LOTS OF VARIABLES, WEATHER, TRAFFIC,TRUCK BREAKDOWS,CONSTRUCTION ON ROADS AND TAKING LONGER IN A CUSTOMERS HOUSE ON A REPAIR..SO THERE ARE TIMES WE RUN LATE OR HAVE AN ISSUE...I TRULY HOPE THE ISSUES WITH YOUR UNIT ARE RESOLVED AND IF YOUD LIKE YOU CAN CALL ME AT MY OFFICE , IM [redacted] AND I WILL ASSIST YOU ANY POSSIBLE WAY I CAN.......YOU HAVE THE NUMBER ASK FOR ME IF YOUD LIKE OR EMAIL ME [redacted] I WILL GET BACK TO YOU IF IM UNABLE TO ANSWER OR NOT IN .........THANKS [redacted]

Revdex.com:The receipt I have for the $98 visit says "need blower, motor, pulley."  No mention of rollers.  When I called no mention was made of the need for rollers.  Rollers were only talked about after I complained.Also, as far as the motor struggling with wet, heavy clothes in it: the repairman ran the dryer for no more than about 5 seconds and there were no clothes in it.  I never said the motor struggled so I don't know how he could know that.This is going nowhere.  I'm done.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

ALL PARTS WERE ORDERED AND SHIPPED TO THE TECH AND WAS RECIEVED BY HIM TODAY 11/**.....WE NEED TO GET APPROVALS AND ORDER PARTS , IF PARTS ARE BACK ORDERED THEN ITS OUT OF MY CONTROL...WE HAVE CONTACTED MRS SMITH AND MOVED HER DATE  TO TOMMORROW  11/**.....

PLEASE LET ME EXPLAIN ONCE AGAIN....FIRST I DID EXPLAIN NOT ONLY IN RESPONCE TO THIS COMPLAINT BUT ALSO SEND YOU A PERSONAL EMAIL AS WELL....YOU WERE GOING TO GET NEW ROLLERS FROM US AS I WAS INSTALLING A KIT WHICH CONTAINS --IDLER PULLEY --ROLLERS AND A NEW BELT --WE ALWAYS DO THAT AS THOSE ARE THE COMPONENTS THAT WEAR AND TEAR THE MOST..MOST MFGS LIKE I EXPLAINED BEFORE SELL IT THAT WAY AND CALL IT A MAINTENENCE KIT....THAT IS WHAT YOU WOPULD HAVE GOTTEN INSTALLED AS WELL AS THE MOTOR WHICH YOU DO NEED NOW AND WILL CERTAINLY NEED SOON AS YOURS WAS STRUGGLING ESPECIALLY THE MORE WET AND HEAVY THE CLOTHES WERE..ONCE AGAIN WE DID NOT TAKE ADVANTAGE OF YOU NOR WERE WE GIVEN THE OPPURTUNITY TO JUST INSTALL THE MAINTENENCE KIT CAUSE HAD YOU SAID THAT MONEY WAS AN ISSUE WE ALSO WOULD HAVE ACTUALLY JUST INSTALLED OUR KIT WHICH INCLUDES ALL 3 ITEMS FOR 139$ VERSUS THE THE 189$ YOU PAID ELSEWHERE FOR JUST THE ROLLERS..SO IT APPEARS TO ME YOU REALLY SHOULD GO AFTER WHOEVER OVERCHARGED YOU FOR THAT REPAIR BY ABOUT 50-60 $$...LISTEN --I ALSO , LIKE I SAID EARLIER SENT YOU A EMAIL TO YOUR EMAIL ADDRESS AND WAS VERY NICE LIKE I AM NOW AND EVEN GAVE YOU MY NAME AND # TO CALL ME AND DISCUSS IT  AND AGAIN LIKE I SAID EARLIER WE PROBABLY WOULD HAVE RESOLVED THIS ISSUE BY NOW...I RUN A REPUTABLE COMPANY AND DONT NEED TO OR WANT TO FEEL I HAVE TO DEFEND MYSELF BECAUSE A CONSUMER DID NOT LIKE THE PRICE OF A REPAIR...WE GAVE YOU AN HONEST QUOTE FOR A REPAIR THAT WAS AND AS FAR AS IM CONCERNED STILL NEEDED...LISTEN IF I JUST PUT IN YOUR MAINTENENCE KIT AND IN 1 MONTH , 2 MONTHS WHAT EVER IT MIGHT BE YOU CALL ME BACK AND I SAY , YA LOOKS LIKE YOU NEED THE MOTOR LIKE WE SAID AND ITS NOW 329 CAUSE YOU DID ROLLERS EARLIER YOUD SAY BUT WHY I ALREADY PAID YOU 189 2 MONTHS AGO.....NOW YOU WOULD THINK I WAS REALLY TAKING ADVANTAGE OF YOU , NO?LISTEN LIKE IVE SAID I DO APOLOGIZE THAT YOU FEEL THE PRICE WAS HIGH FOR A REPAIR THAT WAS NEEDED , BUT WE ARE A FACTORY AUTHORIZED COMPANY AND DO THINGS TO FACTORY STANDARDS..WE ARE NOT TECHS WHO DO THIS PART TIME NOR A NEIGHBOR OR A FREIND WHO TINKERS IN THERE GARAGE..WE ARE A LEGITIMITE APPLIANCE SERVICE COMPANY WHO DOES THINGS CORRECT ..WE MIGHT NOT BE THE CHEAPEST NOR DO I CLAIM TO BE BUT THE JOB WILL BE DONE CORRECT AND ON TIME...SO ONCE AGAIN YOU HAVE MY # AND MY EMAIL AND IF YOU WOULD LIKE TO DISCUSS FURTER I HAVE NO PROBLEM WITH THAT, BUT AS FOR THIS CASE I FEEL I HAVE DONE EVERYTHING I CAN TOEXPLAIN AND NOTHING WRONG AS FAR AS THE REPAIR...LOOK FOWARD TO HOPEFULLY SPEAKING WITH YOU SO AS WE CAN SETTLE THIS TO BOTH OUR SATISFACTION...THANKS [redacted]

WOWWWW----FIRST [redacted] ON 8/** YOU CANCELLED YOUR APPT.WE RE SCHEDULED FOR 8/**, ON 8/** JOSE WENT TO YOUR HOME AND DIAGNOSED YOUR REF..YOU NEED A CONTROL BOARD AND RELAY..YOU HAVE A WARRANTY BUT LET ME MAKE THIS CLEAR TO YOU , IM NOT IN THE WARRANTY BUISINESS, YOUR WARRANTY IS WITH AIG INS...

COMPANY WHO DO WORK FOR.WE SENT YOUR DIAG IN FOR AUTHO , THAT TOOK TIME TO GET BACK, THEN WE HAD TO ORDER YOUR PARTS , AGAIN IM NOT IN THE PARTS BUISINESS, DEPENDABLE APPL IS AN APPLIANCE SERVICER, THATS IT , WE DO NOT MAKE THE UNITS , SELL THE UNITS , OR MFG THE UNITS OR THE PARTS.YOU NEED TO CONTACT YOUR INS CO.AIG TO TALK TO THEM ABOUT YOUR LOST FOOD.YOU NEED TO CONTACT MAYTAG , THE MFG , THE PEOPLE THAT BUILT YOUR UNIT AND ASK THEM WHY IT WENT DOWN AND WHY SO LONG FOR THE PARTS , CONSIDERING THEY ARE BACK ORDERED THRU THEM..I WOULD ALSO SUGGEST CONTACTING WHERE YOU PURCHASED IT FROM AND FILE A COMPLAINT ON THEM AS WELL CONSIDERING THEY SOLD IT TO YOU.AND LASTLY I WOULD CONTACT AIG INS.CO. TO DISCUSS YOUR LOST FOOD COMPENSATION..SEE [redacted] WHEN ALL THE STARS LINE UP PROPERLY WE SHINE , BUT WHEN ONE OF THOSE SCENARIOS I JUST PRESENTED YOU WITH COME INTO PLAY WELL WE BECOME DULL , THE BAD GUYS , WHEN IN ACTUALITY ITS NOT US...SO I UNDERSTAND YOUR BEING UPSET , BUT YOUR UPSET WITH THE WRONG PARTY INVOVLED, I CAN ASSURE YOU THAT WHEN I REIEVE YOUR PARTS I WILL BE OUT TO YOU IMMEDIETLY.IF I CAN ASSIST YOU FURTHER PLEASE CALL , ASK FOR ME , STEVE AND I WILL GLADLY HELP YOU.

[redacted] , I do apologize you have been waiting for your parts for your microwave , but I am just the servicer , in fact frig does not even have the part yet avail to ship to you, and unfortunetly I , my company gets the blame for it . you can contact [redacted] and give them your name and...

the part you are waiting for which is [redacted]...once they obtain that part for you I will be more than happy to send a tech over if you still want , as waiting for a part is not my companies fault...as for you refrigerator we were there on 12/* ordered your part, called on 12/** to sched and we left message , on 12/** you called back and your scheduled for 12/**, tommorrow...the girls in the office kept you updated when you called in...everyone here knows about your service call as it multiple appliances ...doing warranty service is sometimes a double edge sword as we , my company , gets the blame but when a mfg or company does not have the part , or on a backorder it is out of my hands and the consumer should contact the manufacturer , the one they actually have the warranty thru , not the servicer....we have notified the mfg about the part not avail at this time and then it is them who would ciontact you with any resolutions and then call us to keep us updated ......again I apologize for your delay in the part but do suggest getting in touch with [redacted]...thank you .....

Better...

Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[I have called Lowes customer services every week since Sep, and they contacted your company for me. Every time the answer was: Please keep waiting, your part will be arrived within few business days. Last conversation I had with them, I was told you are unable to tell me the order number because you were unable to contact the order team and WILL GET BACK TO ME. BUT NEVER HAPPEN. Every time I asked when it can be done, your employee told me SORRY WE DONT KNOW.  If you are able to track the order, please provide me the order number. I need to ask REFUND from LG and Lowes. Thanks
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]