Ethan Allen Auto Repair

On July 27th we went out to see this consumer to look at a stove and a dryer she was charged for the stove and for the dryer [redacted] The tech took apart the stove and did reset the range but it did not reset and determined that the electronic control board needed to be replacedThe tech did struggle with the panel but did find his way to opening it upThe tech that was assigned to this consumer is a journeyman of years and is knowledgeable in his industryAlthough all appliances are put together differently, they all come apart differentlyAs for pricing of repair she was quoted a competitive rate based on time sheet of what we would normally average for repair, but we do remove the service call from price of repair, so consumers are not double chargedI told her that I would speak to technician upon his return from his days off and if he had indicated differently about the repair and in fact was misdiagnosis I would refund her service call portion for stove As this point there was no misdiagnosis, he apologizes for struggling with the front panel but when you deal with thousands of types of appliances it is impossible to remember how each one of them come apart flawlessly

On April 26th, was contacted by [redacted] in regards to wanting service on an [redacted] over the range microwave, cons was booked for April 27th,The cons inquired to how our services worked, " Cons was advised that we charge an dollar service call and that if they decided to go ahead and repair after knowing the issues and costs, that their service call fee would be applied to the repair." Service calls are free with repairOn April 27th,the technician arrived at cons home and did a full diagnostic of the unit and it was diagnosed that the unit required a new [redacted] , thermal cutoff, thermal fuse all needed to be replacedAt the time of service their nanny was home and neither cons wereAs instructed by the cons that we were to call him after we had been there and he would supply paymentCons was called on April 27th,and the diagnosis was discussed with him, he gave us his credit card information over the phone and provided us his email address to send him a copy of the service call receipt toSt the time of call he was advised on cost of repair and that parts were special order from manufacturer that would take approx3-business days to arriveComplete repair was less service callHe said he would get back to me on the repair after he had a chance to speak to him wifeOn April 29th,the cons got back to me and said they wanted to proceed with repairParts were ordered May 2,and arrived May 9th, Cons was scheduled for the May 10th for repairThe tech was running behind so the cons was contacted to let them know and they wanted to reschedule [redacted] They were rescheduled for the 11th of May, the tech went to finish repair and tested it and said it was good and as instructed the cons said when repair was complete to put charges on credit card on file and to send invoice via emailThat was doneMorning of the 12th 8:am there was a message from the wife [redacted] stating the microwave was still having issuesI returned her call at 9:am after we were open at amAfter her explaining the issues she went on the to say she wanted a refundI advised her that I would need to send a tech out again to verify the issues and have the problems rectified, but that it could not be done till Tuesday May 17th [redacted] I advised that we had policies to follow and would get through them as quickly as possible to get the situation resolved if there was any valid issuesAt that point cons said they would get back to me, and haven't heard anything till now

Complaint: [redacted] I am rejecting this response because: [redacted] I had a power surge, it clearly needed to be resetI do not believe he tried to reset it or even got below the panel because he would not have gotten the panel back on by the time I returned to the roomI'm sure he would have mentioned itHe said nothing! Nothing at all, that's what Made me question his diagnosis I would be happy if the company would return my service fee for the stove! Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2016/03/01) */
On November 22,2015, *** hired us to go out to look at their *** stove, we scheduled for November 26th,Tech went out and did a complete diagnostic and gave them the results and charged them our standard service call of
$plus gstOn November 30,a message was left with a gentlemen for *** *** in requires for her call me back to provide them a quote for complete repairOn December 3,*** *** finally got back to me via email, stating she had not heard from us which is completely untrueOn December 11th,*** *** got back to me with approval to go ahead with repairThis company was quoted and that included all parts, labour and removal of the service call fee, it was also explained that the parts required for this repair had to be ordered from our distributor and they are in fact special order and that requires a 50% deposit upfront to order these parts, as they are non returnable after order and that they would take me to business days to receive as they were coming out of the United StatesDecember 14th, *** *** called to provide credit information for the deposit for the special order parts and the funds were received on the 17th of DecemberI then placed the order with our distributor and was informed that they would be closing down on December 22,to January 4th,I emailed *** *** letting her know this information and that it would delay her parts order until well after the new year and that I would contact her as soon as I had themShe replied saying thank you for the updateOn January 19th, I emailed *** *** letting her know that her parts were in and a date was set on January 21,for us to go out and do the repairOn January the tech arrived out at the place to do the repair, he asked *** what was going on with the stove to make sure no other issues had occurred since we had last been out, She stated it was still in the same stateTech proceeded to work on unit and had a look at the parts that were ordered and realized that of them were incorrect, he then told *** that he would not be able to finish the repair today and that he would get in contact with me to have the wrong parts correctedI also received an email from *** ***regarding their frustration and I told them I would email the distributor as a couple wrong parts were sent then the ones that were orderedI told them I needed business hours to get an answer, they contacted me about this on January 21,I contacted the distributor via email and they got back to me on the 27th of January, the order was corrected I sent them back the wrong parts and they sent me the proper parts which arrived on the 12th of February On February 12th I got an email from *** ***again asking for a refund and I then again explained to her our policies on special order parts and if she was not happy with our services that she could contact another company to do the repairs for her and I would send her the parts, I also stated to her that we could come out and finish the repair if they wanted but she was adamant about another companyShe replied....let me know when they are going to be shipped*** also asked for the original assessment which was supplied to *** *** via email in an invoice and a quoteThe correct parts were shipped on Feb 19,via *** and received by them on the 22nd of February*** stated in her email that she would have another company come out to do the repair in stead of us and I said ok that is fine and the next thing I know I am getting a complaint here

Initial Business Response /* (1000, 5, 2016/06/14) */
This customer contacted us for a cooktop repair, we went out on March3,It was explained to us that the customer was cleaning the cooktop and liquid has gotten through the glassThe tech found the Rear right element half burnt out and the
rear switch to be in the same state, with the possibility of the simmer switch also needing to be replaced but would not know till the Rear element and switch were replacedOn March 31,we went back out to replace rear right element and switch and found the simmer switch to be sticking and said she would need to replace thatOn April 4th,I contacted cons in regards to the simmer switch letting her know that I can get one but the part is currently on back order with Whirlpool and that it would be approx6-weeks before I would receive oneCustomer wanted to go ahead with repair, it was placed on orderedThe cost to place this switch is $plus $labour plus gstStatus update was obtained ON May 31st,with a delivery date of mid next week, being June 22,Message was left with cons on June 1sst,with this informationWe will happily come out to replace the simmer switch when it arrives
Initial Consumer Rebuttal /* (3000, 7, 2016/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was never any talk of liquid being spilled -***The stove was being cleaned and the simmer switch was removed and we were not able to place it back onThere has been no contact from GS appliance since the March 31st visit and no messages - I do not have voicemail! The last time I spoke with this lady she told me the switch would cost about $and there would be no labour cost to me!
***

(The consumer indicated he/she DID NOT accept the response from the business.)
*** *** *** *** ** *** *** ** *** * *** *** *** *** *** ** *** ** * *** I understand that the company offered to send a tech out to assess the microwave againHowever, they offered to send the technician days after they had already claimed to have fix itFor a company that states "same Day Service" on their website, days seems like an inappropriate length of time after performing poor service and charging us for that serviceIt is also likely that if the company responded to our messages in a timesly manner, they may have been able to send a technician that same nightThe business advertises being open until 9pmWe called them multiple times beginning at 4pm with no answer, A text message indicates they received our message that evening but chose not to respond until the morning*** *** *** ** *** *** *** *** ** *** *** *** *** *** *** *** *** ** *** *** ** *** *** *** *** *** *** *** ** *** *** *** *** *** ** *** *** *** I am not claiming that they didn't offer to send out a tech, I am claiming that their tardiness and poor customer service in the given situation was inappropriate

On July 27th we went out to see this consumer to look at a stove and a dryer she was charged 80.00 for the stove and 40.00 for the dryer. [redacted] The tech took apart the stove and did reset the...

range but it did not reset and determined that the electronic control board needed to be replaced. The tech did struggle with the panel but did find his way to opening it up. The tech that was assigned to this consumer is a  journeyman of 17 years and is knowledgeable in his industry. Although all appliances are put together differently, they all come apart differently. As for pricing of repair she was quoted a competitive rate based on time sheet of what we would normally average for repair, but we do remove the service call from price of repair, so consumers are not double charged. I told her that I would speak to technician upon his return from his days off and if he had indicated differently about the repair and in fact was misdiagnosis I would refund her 80.00 service call portion for stove.  As this point there was no misdiagnosis, he apologizes for struggling with the front panel but when you deal with thousands of types of appliances it is impossible to remember how each one of them come apart flawlessly.

On April 26th, 2016 was contacted by [redacted] in regards to wanting service on an [redacted] over the range microwave, cons was booked for April 27th,2016. The cons inquired to how our services worked, " Cons was advised that we charge an 80.00 dollar service call and that if they decided to go...

ahead and repair after knowing the issues and costs, that their service call fee would be applied to the repair." Service calls are free with repair. On April 27th,2016 the technician arrived at cons home and did a full diagnostic of the unit and it was diagnosed that the unit required a new [redacted], thermal cutoff, thermal fuse all needed to be replaced. At the time of service their nanny was home and neither cons were. As instructed by the cons that we were to call him after we had been there and he would supply payment. Cons was called on April 27th,2016 and the diagnosis was discussed with him, he gave us his credit card information over the phone and provided us his email address to send him a copy of the service call receipt to. St the time of call he was advised on cost of repair and that parts were special order from manufacturer that would take approx. 3-5 business days to arrive. Complete repair was 485.00 less 80.00 service call. He said he would get back to me on the repair after he had a chance to speak to him wife. On April 29th,2016 the cons got back to me and said they wanted to proceed with repair. Parts were ordered May 2,2016 and arrived May 9th, 2016. Cons was scheduled for the May 10th for repair. The tech was running behind so the cons was contacted to let them know and they wanted to reschedule [redacted]. They were rescheduled for the 11th of May, the tech went to finish repair and tested it and said it was good and as instructed the cons said when repair was complete to put charges on credit card on file and to send invoice via email. That was done. Morning of the 12th 8:32 am there was a message from the wife [redacted] stating the microwave was still having issues. I returned her call at 9:20 am after we were open at 9 am. After her explaining the issues she went on the to say she wanted a refund. I advised her that I would need to send a tech out again to verify the issues and have the problems rectified, but that it could not be done till Tuesday May 17th [redacted]. I advised that we had policies to follow and would get through them as quickly as possible to get the situation resolved if there was any valid issues. At that point cons said they would get back to me, and haven't heard anything till now

Complaint: [redacted]
I am rejecting this response because: [redacted] I had a power surge, it clearly needed to be reset. I do not believe he tried to reset it or even got below the panel because he would not have gotten the panel back on by the time I returned to the room. I'm sure he would have mentioned it. He said nothing! Nothing at all, that's what Made me question his diagnosis. 
I would be happy if the company would return my service fee for the stove! 
Sincerely,
[redacted]

The customer did provide an email address, [email protected]. It was also explained to the customer that we would send a tech out to reaccess the situation. It was explained at time of part order, that they are special order parts and the husband was clearly aware of that. We did offer to come back to reassess the unit, and this was brought here.