General Appliance Service, Inc.

We are in receipt of the customer’s complaint and understand her frustration. When she initially contacted us she advised that the washing machine was stopping mid-cycle At the time of the first visit the technician found two error codes, E1-Fwhich indicates a bad CCU and
E2-Fwhich indicates a drain pump faultHe also observed the unit was in an over suds conditionWithout question the CCU needed to be replaced in order to restore the functionality of the washerUpon its replacement the E1-Ferror code was resolved. To address the over sudsing we advised her to clean the unit using *** tablets (without clothes) in the washerAfter running several clean cycles the sudsing issue did not reoccurSubsequently the customer indicated the unit was not draining properly at which point we recommended that the drain pump be replacedDue to the added cost of this repair the customer declined and advised us that she would be purchasing a new washing machineWhile we stand by our repair and recommendations, we value the relationship that we have with our customers and as such will, in good faith, issue her a refund for the cost of the replaced part

Complaint: ***I am rejecting this response because: I did read all instructions on this machine. I bought in new in 2010, if it were a sudsing problem I think it would have happened before now. They did not flush the machine out, nor did they run it thru a complete wash cycle. They manually forced the machine to different cycles. I did not threaten them with *** *, but seems to me like he must have other complaints to write that he doesn't serve customers that threaten him. I guess if he thinks he can keep charging for service call a short time after the 30day warranty, he has a good thing going. I do not want him to service my machine again, but I think I should have some kind of recourse for the washer not working again after 30daysAny reputable dealer or repair service should be willing to keep their customers satisfied.Sincerely,*** ***

*** *** *** ***
*** ** *** 8/5/ RE: ID# *** *** ** ***
*** *** **
*** ** ** To whom it may concern:
Mrs*** called our company on 6/16/and we set up a call for 6/17/The complaint was that her washing machine would not complete a cycle. Our service tech arrived at her home and checked the unit for error codesThe only code was for an overflowOur tech cleared the hose going to the pressure switch and checked the switch both checked out goodHe ran then calibrated the electronic control which ran the unit thru a complete test of the washerIt passedShe was instructed not to use too much soap and to use a “HE” soap On 6/18/she called in again with the same issueI went out to the house and contacted *** technical line and spoke with their techWe again found it has an over suds error codeI cleared the code again and ran a calibration cycleAgain it passed We didn’t hear from her until 7/27/not 7/8/as she claimsOn this date she was out of her 30-day warranty on her service call chargeThis charge is essentially a trip chargeShe was told if she wanted to set up another visit she would be charged another service call Mrs*** had not complained to us for over a month about her washer and she exceeded the warrantyA month later she can have any number of issues with the washer including the same thing Mrs*** stated that she has been doing laundry for yearsShe has never owned a washer like this oneThis is new energy efficient, high tech computerized unitIt requires the user to follow the instructions so it will operate correctlyIt will not operate correctly if she runs it the way she ran her previous models. Mrs*** is asking for a refundShe was charged a service call and a small labor charge to flush the suds from the pressure hose. We went to her home twice and the second time was at no chargeI see no reason to give the customer a refund of any kind. While on the phone with me she threatened to contact *** * News if we didn’t refund her or service the product at no chargeWe have a policy not to service customers that make these threatsSo we will no longer be able to service her appliances Sincerely, *** ** *** *** Vice President JMC/dmr

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meGeneral Appliance's willingness to refund the amount has restored my faith in them. As I said in my complaint, although I was dissatisfied with being charged for the part, at no time was I ever treated poorly. Every person that I dealt with was polite and friendly and I am very thankful to them and to the Revdex.com for resolving this issue. General Appliance really means it when they say they stand behind their work and offer customer satisfaction
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
General Appliance's willingness to refund the amount has restored my faith in them. As I said in my complaint, although I was dissatisfied with being charged for the part, at no time was I ever treated poorly. Every person that I dealt with was polite and friendly and I am very thankful to them and to the Revdex.com for resolving this issue. General Appliance really means it when they say they stand behind their work and offer customer satisfaction
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
Date Sent: 8/11/6:49:PM Complaint: ***I am rejecting this response because: I have not had my washer repaired because I was waiting for a response. I was hop[ing to get this resolved. I don't have a receipt because I have not called anyone in to service my machine again. It is still having the same problem with NOT changing cycles. It just stays on the wash cycle, the same as the first time I contacted this company.Sincerely,*** ***
Sincerely,
*** ***

Complaint: ***I am rejecting this response because: I have not had my washer repaired because I was waiting for a response. I was hop[ing to get this resolved. I don't have a receipt because I have not called anyone in to service my machine again. It is still having the same problem with NOT changing cycles. It just stays on the wash cycle, the same as the first time I contacted this company.Sincerely,*** ***

We are in receipt of the customer’s complaint and understand her frustration. When she initially contacted us she advised that the washing machine was stopping mid-cycle At the time of the first visit the technician found two error codes, E1-Fwhich indicates a bad CCU and
E2-Fwhich indicates a drain pump faultHe also observed the unit was in an over suds conditionWithout question the CCU needed to be replaced in order to restore the functionality of the washerUpon its replacement the E1-Ferror code was resolved. To address the over sudsing we advised her to clean the unit using *** tablets (without clothes) in the washerAfter running several clean cycles the sudsing issue did not reoccur Subsequently the customer indicated the unit was not draining properly at which point we recommended that the drain pump be replacedDue to the added cost of this repair the customer declined and advised us that she would be purchasing a new washing machine While we stand by our repair and recommendations, we value the relationship that we have with our customers and as such will, in good faith, issue her a refund for the cost of the replaced part

We are in receipt of the customer’s complaint and understand her frustration.
0in 10pt;">When she initially contacted us she advised that the washing machine was stopping mid-cycle At the time of the first visit the technician found two error codes, E1-Fwhich indicates a bad CCU and E2-Fwhich indicates a drain pump faultHe also observed the unit was in an over suds conditionWithout question the CCU needed to be replaced in order to restore the functionality of the washerUpon its replacement the E1-Ferror code was resolved. To address the over sudsing we advised her to clean the unit using *** tablets (without clothes) in the washerAfter running several clean cycles the sudsing issue did not reoccur
Subsequently the customer indicated the unit was not draining properly at which point we recommended that the drain pump be replacedDue to the added cost of this repair the customer declined and advised us that she would be purchasing a new washing machine
While we stand by our repair and recommendations, we value the relationship that we have with our customers and as such will, in good faith, issue her a refund for the cost of the replaced part

"">[redacted] 8/5/ RE: ID# [redacted] To whom it may concern: Mrs[redacted] called our company on 6/16/and we set up a call for 6/17/The complaint was that her washing machine would not complete a cycle. Our service tech arrived at her home and checked the unit for error codesThe only code was for an overflowOur tech cleared the hose going to the pressure switch and checked the switch both checked out goodHe ran then calibrated the electronic control which ran the unit thru a complete test of the washerIt passedShe was instructed not to use too much soap and to use a "HE" soap On 6/18/she called in again with the same issueI went out to the house and contacted [redacted] technical line and spoke with their techWe again found it has an over suds error codeI cleared the code again and ran a calibration cycleAgain it passed We didn't hear from her until 7/27/not 7/8/as she claimsOn this date she was out of her 30-day warranty on her service call chargeThis charge is essentially a trip chargeShe was told if she wanted to set up another visit she would be charged another service call Mrs[redacted] had not complained to us for over a month about her washer and she exceeded the warrantyA month later she can have any number of issues with the washer including the same thing Mrs[redacted] stated that she has been doing laundry for yearsShe has never owned a washer like this oneThis is new energy efficient, high tech computerized unitIt requires the user to follow the instructions so it will operate correctlyIt will not operate correctly if she runs it the way she ran her previous models. Mrs[redacted] is asking for a refundShe was charged a service call and a small labor charge to flush the suds from the pressure hose. We went to her home twice and the second time was at no chargeI see no reason to give the customer a refund of any kind. While on the phone with me she threatened to contact [redacted] News if we didn't refund her or service the product at no chargeWe have a policy not to service customers that make these threatsSo we will no longer be able to service her appliances Sincerely, [redacted] Vice President JMC/dmr

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.
General Appliance's willingness to refund the amount has restored my faith in them.  As I said in my complaint, although I was dissatisfied with being charged for the part, at no time was I ever treated poorly.  Every person that I dealt with was polite and friendly and I am very thankful to them and to the Revdex.com for resolving this issue.  General Appliance really means it when they say they stand behind their work and offer customer satisfaction.
Sincerely,
[redacted]

I'd like to respond To Mrs [redacted] rejection. My Company ran two service calls to service her washer that would not drain.  The first call on June 16th the complaint was "won't complete cycle". The technician checked and found an overflow error code, he cleared the sensor hose and checked the operation which he stated was working normal when he left. We received a return call on June 18th because the washer would not drain. The technician with the help of  the [redacted] tech support team checked the codes in the machine's computer and found an over suds error code again. They ran the machine through a complete test cycle which tests the operation of each operational part and everything was working normal. Our techs did clean out the air pressure lines and and ran the checks to confirm the proper operation of all components. This is a high tech washer it has a computer that can tell us what went wrong and allows us to run a test of the parts in a cycle (not manually forced). General Appliance has been in business for over 30 years and this is the second complaint in that time because we do care about our customers and will make concessions when we are wrong.  It's been well over 30 days since your last complaint, if we left your washer in disrepair  I'm sure you would have called another company to correct it.  If you would send the Revdex.com a copy of a repair dated before today I will refund your money. If not a guess we can assume the washer has been working as it should.
[redacted], President

I'm sorry but I find it hard to believe  you have not had to use of your washer for two months and not called someone else. That was my offer.

Complaint: [redacted]
I am rejecting this response because:Date Sent: 8/11/2015 6:49:30 PM Complaint: [redacted]I am rejecting this response because: I have not had my washer repaired because I was waiting for a response.  I was hop[ing to get this resolved.  I don't have a receipt because I have not called anyone in to service my machine again.  It is still having the same problem with NOT changing cycles.  It just stays on the wash cycle, the same as the first time I contacted this company.Sincerely,[redacted]
Sincerely,
[redacted]

I'd like to respond To Mrs [redacted] rejection. My Company ran two service calls to service her washer that would not drain.  The first call on June 16th the complaint was "won't complete cycle". The technician checked and found an overflow error code, he cleared the sensor hose and checked the operation which he stated was working normal when he left. We received a return call on June 18th because the washer would not drain. The technician with the help of  the [redacted] tech support team checked the codes in the machine's computer and found an over suds error code again. They ran the machine through a complete test cycle which tests the operation of each operational part and everything was working normal. Our techs did clean out the air pressure lines and and ran the checks to confirm the proper operation of all components. This is a high tech washer it has a computer that can tell us what went wrong and allows us to run a test of the parts in a cycle (not manually forced). General Appliance has been in business for over 30 years and this is the second complaint in that time because we do care about our customers and will make concessions when we are wrong.  It's been well over 30 days since your last complaint, if we left your washer in disrepair  I'm sure you would have called another company to correct it.  If you would send the Revdex.com a copy of a repair dated before today I will refund your money. If not a guess we can assume the washer has been working as it should.[redacted], President

Review: [redacted] washer was stuck on wash, would wash forever, would not change cycles. Serviceman came out on 6/17/15 and told me I was using too much detergent. I never had this problem in 50 yrs. I used amount he told me and machine worked for approx. 2wks. Another man came out and he told me too much detergent, which I already cut back on, and to use warm water not cold. I did this and now I have the same problem, the serviceman even had [redacted] on the phone to try to solve this problem. I had a 30 warranty on this service the first time. I called the manager and he told me I would have to pay another service charge, it may not be the same problem. I told him the problem was never solved if the machine keeps doing the same thing.

Business

Response: