Expert Appliance Service

Hello, this is regarding the customer [redacted] D [redacted] from 3/19/ Arial, 'Lucida Grande', sans-serif;"> I was asked to send an email, and I would like to give you my side of the story because I feel like there might have been some kind of misunderstandingI went out to customer [redacted] D [redacted] house to repair his DryerI checked to see what the problem was, and realized that the vent house was completely bent The main problem was that the air duct was dusty and completely cloggedI let the customer know that I was unable to do any services until he cleaned out and unclogged the air ductThe customer agreed to clean it out, and I agreed to come back to his house to finishThe next day, the customer called and told me that the air was going well, and he believed that it was workingI scheduled with the customer to come out the next day, and when I arrived, I saw that the customer did not unclog his air ductI then told him that he should clean out his air duct before I can do anything, and let him know about the risk it can causeThe customer again agreed and promised to clean out his air duct A week later, and the customer [redacted] D [redacted] called me and said that he already called ***, and that they fixed it for himThank you, and if you have any questions, you can give me a call at [redacted] I hope that this can clear any issuesThank you again

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 Regards, [redacted]

This is in regard to the letter we received for complaint ID [redacted] submitted by [redacted]about her MyToii P10 device and services she received. There were 3 areas of concern within thecomplaint so I wanted to address each of those separately below:1. The device was sent in for repair on...

215/16 and is still not working. - The device was sentin on 2/5/16 for not starting. To address the issue, we replaced the power control unit at nocharge. Then, on 4/8/16, the customer reported a new issue, which was discoloration in thedisplay, upon getting the device back from repair. At that time, we setup another repair andinformed the customer we would cover the cost of that repair as well.2. The customer was told she would receive a return label and was not sent one.- Thecustomer contacted us on 4/12/16 stating she needed a return label. We sent one that sameday to the same email address listed in the complaint. The tracking number is[redacted].3. We will stop supporting their device on 4/30/1 6.- This is in reference to the device hittingits end of life cycle on 4/30/16. You can view this announcement attobUdynavox.com/support/mytobN-pl 0. The product was discontinued back in 2011 andwe’ve started to have trouble sourcing the parts needed to continue repairs on these devices.However, any repair we do on a device comes with a 90 day warranty so we would work toget this current issue resolved regardless of the EOL date.Upon receiving your letter on 4/18/16, I left the customer a detailed message with my contactinformation, offered to send a loaner device to use while her devite was in for repair, sent her anemail, and sent her a new return label. At this point, I’ve not received any response from thecustomer and we’ve not received the device yet. The next step for the customer is to send the devicein for repair so that we can get their current issue resolved. I will continue to make attempts to contactthe customer to help facilitate this.If you have any questions, please do not hesitate to contact me. Thank you!John S[redacted]Technical Support Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
[redacted] fixed my dryer by replacing the ignitor.  As I stated in my original complaint, the dryrer's problem had nothing to do with clogs vent or crimped tub, etc.  [redacted] never mentioned any of this as a problem.  They replaced the ignatior and the dryrer works perfectly.  Expert Aplliance Repairs never even took the dryer apart to see what was wrong with the machine.  I have all of [redacted] paerwork I can send you to show what the diagnostics of the problem was, and what was done to repair the machine.  Cleaning the air duct and the crimp exhaust hose was never a part of the problem.  Expert Appliance does this so they don't have to repiar and spend anything to actually fix the machines.

Hello, this is regarding the customer [redacted] D [redacted] from 3/19/2015.
Arial, 'Lucida Grande', sans-serif;">
I was asked to send an email, and I would like to give you my side of the story because I feel like there might have been some kind of misunderstanding.
I went out to customer [redacted] D [redacted] house to repair his Dryer. I checked to see what the problem was, and realized that the vent house was completely bent. 
The main problem was that the air duct was dusty and completely clogged.
I let the customer know that I was unable to do any services until he cleaned out and unclogged the air duct.
The customer agreed to clean it out, and I agreed to come back to his house to finish.
The next day, the customer called and told me that the air was going well, and he believed that it was working.
I scheduled with the customer to come out the next day, and when I arrived, I saw that the customer did not unclog his air duct.
I then told him that he should clean out his air duct before I can do anything, and let him know about the risk it can cause.
The customer again agreed and promised to clean out his air duct.
 A week later, and the customer [redacted] D [redacted] called me and said that he already called [redacted], and that they fixed it for him.
Thank you, and if you have any questions, you can give me a call at [redacted].
I hope that this can clear any issues.
Thank you again.

This has been resolved, refund was sent to customer.

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. 
Regards,
[redacted]

Review: My Kenmore gas dryer spins but does not heat up. It has done this before about two years ago and the ignitors had to be replaced. I scheduled a repair through American Home Shield and Expert Appliance Service was assigned. "[redacted]" came out and, without taking the machine apart, only looked at the alumninum coiled duct at the rear of the dryer, said that it was too dented, that I needed to clean my air duct. I took off the coil aluminum duct to show him that it has nothing to do with the venting of the machine, and that the ignitors needed to be changed (because this had happened before). I turned on the dryer, with the coil off and venting unobstructed directly into the room, and the dryer still did not heat up. "[redacted]" said for me to get a new coil and clean my air duct and left. He took my $75.00 co-pay and did nothing.

I scheduled [redacted] Repairs to come look at the same dryer. On 03/26/15, a [redacted] repairman took apart the dryer and properly diagnosed it. It was determined that the dryer needed a new thermostat as well as a new ignitor. He did not mentioned ANYTHING about the dented coil nor that I needed to clean my air duct.

It is very clear that "[redacted]" had no intention of doing any repairs on my dryer, he didn't even open the dryer or take any steps to diagnosed the dryer.Desired Settlement: Refund my $75.00 co-pay.

Business

Response:

Hello, this is regarding the customer [redacted] D [redacted] from 3/19/2015.