GKB Services

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my dispute. Please enter your reason(s) for rejecting the business response below.I was home all day today, Tues. Nov. 17, 2015, and had requested the supervisor call me, yesterday, to clear up this mess they caused.I was home all day today, Nov. 17 and no one has called as of 6:10 pm. to arrange anything, even after they promised to call within a halfhour after I got off the phone with AHS.The information I gave about the appliances needing repair including model numbers was given on monday, the appointment to come out was unacceptabledue to the fact they had all the information they needed, as I have proven by looking up the parts myself and sourcing the parts.If they have the parts, they can install them, ONLY if the supervisor does the work and has no one else to help him and onlyif they have the parts and THEY CALL first to confirm what they have matches my data. Otherwise I want a full refund of the $100and you can close this case.I am not a difficult person, and sometimes things happen, but when the technician who took the data develops into a second visitto research what they should have already and the failure to communicate bu return phone call to a CUSTOMER that they arehaving, and the phone number they have goes to voicemail that is FULL, what am I, as a consumer supposed to do when all this and 6 prior BBB complaintsare on file of a similar nature? They have to call to arrange the repair to be performed by the supervisor, no one else.Thank you. Regards, [redacted]

From what I can gather of this complaint, *** ***'s primary issues seem to be A) that the part we brought out did not fit and we "blamed GE for it", B) that we "burnt his granite counter top", and C) that I yelled at him when I spoke with him....A) The part was made by GE If it does
not fit, that is a manufacturing issue.B) I never heard about a burnt counter top until a day or two before *** *** placed this complaint C) I did not yell at him I did, however, have to raise my voice to be heard over him yelling at me.*** *** was also very upset that I would not send the parts, that his warranty company had purchased, to another company to come out and install I can not do that per the terms of the warranty company.As far as his desired settlement action, it is not required by law to have a contractor's license in the state of Texas, nor does any such license exist

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my dispute.
Please enter your reason(s) for rejecting the business response below.I was home all day today, Tues. Nov. 17, 2015, and had requested the supervisor call me, yesterday, to clear up this mess they caused.I was home all day today, Nov. 17 and no one has called as of 6:10 pm. to arrange anything, even after they promised to call within a halfhour after I got off the phone with AHS.The information I gave about the appliances needing repair including model numbers was given on monday, the appointment to come out was unacceptabledue to the fact they had all the information they needed, as I have proven by looking up the parts myself and sourcing the parts.If they have the parts, they can install them, ONLY if the supervisor does the work and has no one else to help him and onlyif they have the parts and THEY CALL first to confirm what they have matches my data.  Otherwise I want a full refund of the $100and you can close this case.I am not a difficult person, and sometimes things happen, but when the technician who took the data develops into a second visitto research what they should have already and the failure to communicate bu return phone call to a CUSTOMER that they arehaving, and the phone number they have goes to voicemail that is FULL, what am I, as a consumer supposed to do when all this and 6 prior Revdex.com complaintsare on file of a similar nature? They have to call to arrange the repair to be performed by the supervisor, no one else.Thank you.
Regards,
[redacted]

My response to Complaint ID: [redacted], from [redacted] is as follows....On 11/7/15 our technician, who is in 2nd level training, went out on a call to the home of [redacted].  When his paperwork came back into the office, there was some confusion as to the parts necessary to complete...

the repairs to his appliances.  The service manager was on vacation until yesterday, Monday 11/16/14, and our goal was to talk to him and get his thoughts.  [redacted] absolutely should have been called in the meantime, but for reasons I have not yet determined, he was not.  For that, I do apologize.  When the office personnel spoke to the service manager yesterday (11/16/14) the service manager indicated that he would really like to go out and take a quick look at these appliances himself, so as to avoid any further delay in ordering parts.  For example, if the wrong parts are ordered, the customer would be further delayed by us having to order the correct parts. All that being said, my office staff called [redacted] yesterday to schedule the appointment for the service manager to go back out to the home and look at the appliances.  The office staff was successful in setting that appointment for 11/19/15.  Shortly after making the appointment, [redacted] called us back with a list of the parts that were needed as stated by the technician in training, and the office staff attempted to explain that the service manager would like to verify that those were in fact the correct parts needed to make the repair.  [redacted] stated that the course of action chosen by the service manager, as well as, myself, the office manager here at GKB Services, was not an acceptable plan of action to him, and insisted that all parts be ordered and brought with the service manager to the 11/19/15 appointment.  Pre-ordering of a certain amount of parts requires authorization that must come from the warranty company.  In the midst of obtaining this authorization to pre-order the requested parts, we were sent this email with [redacted]'s complain, along with his claim that the warranty had transferred his call.  I have made a call to the warranty company myself to verify this claim and was told by the warranty company that the call HAD NOT been transferred, and that we were to go ahead and proceed with the parts order, which is where this claim stands now.  Any questions, please advise.Thank you,[redacted]