Excel Appliance Service

This letter is in response to the complaint you received about Excel Appliance ServiceWe would like to address the issue and state our position in the matter.Our technician (who has over years experience) responded to a service call for both a washer and dryer at *** ***'s residence on
10/8/for a leaking problemThe washer had a hole in the outer tub which required a replacement of the tub and sealBoth parts were replaced and the problem was resolvedThe dryer also was leakingIt was very difficult to pinpoint where the problem was occuring so the technician contacted ** technical support** recommended replacing a condenser assembly, which the technician didThis did not seem to fix the entire problem so ** suggested replacing the drain pumpOnce again the technician followed the manufacturer's recommendationUnfortunately the problem has not been resolvedOur firm has spent over nine hours trying to fix the problem (five service visits)It is not a simple problemThe customer remarked that she was going to file a claim with her insurance companyTo say we have not responded is untrueAdditionally, the customer only wants to be contacted through texting and did not want a phone call.This was not a simple repairThe technician has over years experienceFollowed protocol by contacting manufacturer’s technical supportFollowed recommendations from manufacturer in replacing partsWasher issue was resolvedDryer issue unresolvedRefund of $was issued on 2/10/16.We regret the customer's dissatisfaction in this matter, however the customer's statement of the facts are somewhat inaccurate and unfairThese types of problems can sometimes be difficult to diagnoseWhen that happens, the technician must rely on the manufacturer's recommendations to resolve the problem.However, since customer satisfaction is of paramount importance to us, a refund for the part has been issued