Genex Homes, LLC

We can come out and do our best rectify the issue please call us at [redacted] to schedule a day

Complaint: ***
I am rejecting this response because:
I called the manufacturer, and they gave a name of another business, they came and told us that Ein never the motor, they replaced the gasket and that has fixed the problem, I would like a refund for the labour amount, I will accept the cost amount for the motor even though it did not need to be replaced
Sincerely,
*** ***

We have been more than accommodating for Mrs*** initially her service call was in December where her initial complaint was that the oven was not working we had diagnosed her is*** with the faulty control board and had given her a where she would then think about the repair
She called us back in November to arrange The replacement of her control board we ordered the part and returned to try and fix the unit we found that the part that originally was for her unit, needed a main control in the display control due to The fact of coding between the two controlsBoth controls were changed in the oven worked again, upon further testing we found that three out of four burners on the top of the oven were not workingFurther analysis of the is*** we found that the substitution component was missing a relay that controlled the burner that was not operationalContacting our parts supplier we found that the original component was subbing over to a faulty component inturn we had left the faulty component in the stove and told Mrs*** that we would investigate and contact *** Tech find a proper control The reason we left the new control with one of the burners not working was so that she had an operational oven and she agreed that she would be able to get by until we could get a proper componentWe were able to find a proper component from *** but the unit was on back order from the factory backorder means that there is no parts and they are waiting for them to be manufactured We were hoping that they would take not very long to arrive but it seems as though they did and there is not much we can do about backordered components due to the fact that they are supplied by the factoryAlso we had only charge her $service call which we only normally give a day time crunch to have a customer call us back whether or not they want the repair Called us back two months later we're normally we would charge another service call of $then Parts then labour but after all this we had only charge you the cost of the part we ate in labourWe ate the cost of her part due to the fact that *** only gives us days to return the part that is faulty which we are in the hole for $due to the fact we cannot return the part that was faulty and furthermore we are now in the red due to the fact that the parts took so long to show up and we had promised her that we would not charge her for any other components we are now in the red for almost $ Every time we had spoke to *** we met her know that the parts were on backorder they had not arrived if we feel to miss her call the times we are most likely were busy but like we promised soon as the parts arrived we have a machine up and running 100% all four burners and oven over and above what any other company would doI do apologize for her frustration but in the service industry this does happen I have had customers wait over seven months to eight months for Parts to arriveWe could have just not church or anything on the second service call and pulled all our parts out and told her she would have to wait without an oven until Parts on the second service call and pulled all our parts out and told her she would have to wait without an oven until parts arrive or she had bought another appliance which would've been more profitable for usBut it Appliance King we do believe in customer service and always have our customers best interest.I have attached copies of her invoices to show she had only been charged the initial service call two months later no service call which should have been charged plus at least an hour of labour but there is only one service call and the cost of the parts that were initially installed in the final invoice five months later and no charge to the customer

Complaint: [redacted]
I am clarifying the response provided:The initial call was placed in December 2016 [just before Christmas].  I contacted Appliance King within the 30 days [in January 2017] to ensure I wouldn't be charged another service call to tell them I wished to have the unit fixed.  He did not come to my house until after the 30 days were over, however.  The part was ordered and not installed until March 2017, whereupon it was discovered that the part ordered was incorrect for my unit.  That was their mistake.  The installer said they had ordered the incorrect part and that he would allow me to keep the faulty motherboard in my unit until the correct replacement part was received, at which time, the correct motherboard would be installed.  I was told that 2 electronic boards had to be replaced because my manufacturer had changed their boards since mine was produced and that 1 board would no longer talk to the other board - that is why 2 boards had to be replaced [but only 1 was not working].After numerous calls to the company, and finally a complaint to Revdex.com, my part was installed.  Incidentally the part was apparently on back order.  Is it a coincidence that after I felt forced to file a complaint to Revdex.com that the part finally arrived and was installed within a month's time of filing?  Unit is now working as of August 19, 2017.
Sincerely,
[redacted] [redacted]

We can come out and do our best rectify the issue please call us at [redacted] to schedule a day

We had returned to check the unit to see if there were any issues a couple weeks later ran and tested the machine but found no issues. We tried to arrange another service call but [redacted] was not able to arrange an appointment. We do warranty our work and can set...

aside a day for the customer where we can try and rectify the issue!