Gonzales House Moving Contractors

Please know that the initial trip charge of $is a diagnosis fee which is applied to the repair if the cust decides to have repair doneIn this case,we ran call and researched to find the part is discontinuedAs authorized service we are to use only factory spec parts for repair and a rebuilt/used part comes with liability that we cannot haveThe customer is welcome to call [redacted] at [redacted] *** to see if there is another way to have resolution but we cannot install a used part into an appliance-Thanks [redacted]

Helrefrigerators,we are instructed to look for ice buildup which tech found freezer section badly frozen-techline says this is usually caused by door being ajar for a period of time and letting warm air inside unit thus freezingThe only remedy is to deice as best possibleSince it happened
again and we were called out,we documented with the contract company that cust is still having a problem and it is for them to send a second opinion.This is what we suggestedThank you-

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]A second opinion was had due to my request, not Keystone's. My refrigerator only needed a sensor part, which is now repaired through a very reliable second companySince Keystone was at my home times and had no idea how to fix the problem, and had lied to *** several times, I find them very negligent. My freezer was not left ajar except when we were told to completely defrost it, which we did. Keystone has changed the story several times. My issue is resolved, only through my own efforts, with a month of problems due to KeystoneAnd, Yes, you may publish this publicly. Thank you Revdex.com.
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Sincerely,
*** ***

the file # was given to the technician by TJ at whirlpool techline stating that no parts would rectify any issue with noise-if this was happening from day1,the customer should take this up with installer/dealer as per whirlpool. I am sorry for any misunderstanding-

tTell us why here...the initial complaint was an SD code which means cust is using too much soap and washer suds up-they are instructed to do a vinegar rinse to break up soap build up-this is all as per whirlpool techline center and what they suggest-if codes cannot clear,sometimes a part is...

needed-in this case a control was ordered and remained on backorder from whirlpool. $80.00 is a trip charge /diagnosis fee which is applied to any job but in this case we had no control of a part on back order with whirlpool-however the washer was diagnosed and we can still go forward with repair if cust decided to go with it-we would have to reorder part -thank you

the customer had a an extended service agreement with Electrolux but as per the contract,use and care/cleaning up etc... is not a defect in workmanship and not covered. we sent the report to Electrolux and the made the decision to not cover this repair since it is not a defect but tech found...

much debris inside drain pump-this debris caused problems and found to be not covered under contract. I am very sorry for this inconvenience but it is something that the contract doesn't cover. I believe our call to the home was denied by Electrolux as not being covered but the cust does need to take this up with Electrolux-Thank you  [redacted]

this cust did in fact stop payment on the whole repair-the initial trip charge of 80.00(which was applied to the job) was to diagnose and order parts accordingly. tech spent over 3 hours in home to try and rectify but was unsuccessful-

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This company does a fantastic job in bending the truth and their response is a testament to their lack of customer service.  We have advised [redacted] to no longer utilize this company for repair due to an overwhelming amount of complaints against them.Our fridge was fully repaired under warranty proving that "General Keystone's" assessment was ,wrong and the problem should have been rectified the first time.  Problem being a compromised sealed system which is under a 5-year warranty.  Instead they decided to ignore our phone calls and give us the run around not obeying the 30 day labor warranty.  This resulted in a 3 week waiting period which further deteriorated our fridge resulting in the loss of all our food.  When our fridge began to act up, we called a non-factory repair man before we contacted [redacted]. The service man refused repair stating that our problem is a sealed system issue which is under warranty.  He did not touch nor remove any parts which General Keystone is wrong in stating.  Furthermore, General keystone's repair man did not even remove a thing! He gave his assumption which didn't even relate to our product. (It was a faulty problem in older models but not ours) We weren't reluctant in paying the trip fee as we were told about the fee prior to his arrival. In fact we gave him a $5 dollar tip because he didn't have change for us. He didn't know it was a cash transaction even though that is the only way they do business! I was never irate as [redacted] stated as well. He never even had the nerve to call us and speak to us personally. The only person involved was the secretary who lied to us repeatedly. We can go back and forth with the he said she said but facts are facts. This was a problem covered under warranty and General Keystone failed to recognize that. They give a 30 day labor warranty but never owned up to it. They never called us back and gave us the benefit of the doubt. [redacted] this company and you'll read all the same things I'm stating now. They only work with cash which is a huge red flag. This company needs to be stopped before they take advantage of others.
 
 
 
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Sincerely,
[redacted]

after finding original claim in our office,this is clearly an oversite on our part-we will be refunding trip charge of $80.00 to cust 9/**/16 -so sorry for this inconvenience!!thanks Hugo V[redacted]

Please know that the PC RICHARD contract clearly states that no plastic parts..doors,shelves,bins are covered on the contract.the fact that the door was replaced for customer in the past was a 1x only policy as per PCR back in 2013. We checked and part was not covered a 2nd time so the call was...

handed off the [redacted] for evaluation and they apparently agreed to give the cust the part again. I do apologize for any misunderstanding but am happy that the cust found resolution by contacting her contract company. Thank you, [redacted].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 Mr. B[redacted] is a liar I can provide a copy of the contract which clearly states that this contract covers only defects in material and workmanship and that plastic shelves are not covered. This is a Plastic and glass door that if the door does not close completely the washer will not lock and will not work a definite material defect. I was not told in 2013 that this was a one time favor and that this is covered as per [redacted]. As this is not a cosmetic part this should be covered. If that was the case then why not contact me and tell me it is not covered. I had to call and they told [redacted] a completely different story. Who is telling the truth, The fact that Mr. B[redacted] can not return a phone call to me proves that he lies. He has lied to other customers as well and therefore this reply from him is complete and utter lies. I am not accepting his reply and neither should you. I will take this complaint elsewhere if you don't act on it and make them responsible to repair the washer. I will also contact a lawyer and start legal proceedings against them if the Revdex.com does not get this rectified. If you wish a copy of the contract please let me know And I will prove that Mr. B[redacted] is a liar and cheat.  Attached is a copy of the contract. Paragraph 5 clearly states my complaint. It proves that Mr B[redacted] is wrong and so is the woman and I use the word loosely who answers the phone and covers for him.  Let us see what his next response is.
 
 
 
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Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 
Keystone has lied.  Their technician broke the machine causing the problem that has resulted in us not having a washing machine for the past month.  Attached is a photo of the part broken and then very amaturiously covered up by the Keystone worker.
 
 
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Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:I did not hire the company to complete the repair.  I hired them to DIAGNOSE THE PROBLEM. They did not diagnose the problem correctly.  I want my money refunded so I can hire another company that can properly diagnose the problem.  That is what I hired the company to do in the first place! 
 
 
 
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Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

In clear English their response is total bt.  Their employee BROKE, AND I REPEAT BROKE, and then covered up his total incompetence by trying to shift the blame to me.  This company is the worst group of liars, and most incompetent individuals in the business of service repair.  As you notice they never answer the assertion that their employee broke the part which caused the leak.  They just sprew out utter swill and stagnant pond sm responses that intentionally avoid dealing with the issue.  Their mother's would be ashamed of them for their behavior and total lack of ownership for their screw ups.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[,As is obvious Mr. B[redacted] is mistaken as this door is not cosmetic but is essential for the operation of the washing machine as the door locks when the door is closed and the washer starts. That does not make it cosmetic but essential as if the door does not lock the machine will not run also when the glass is up as the surface plastic is cracked and therefore not sealed the water comes out of the machine when running. Mr B[redacted] is not even offering any reasonable explanation but trying to avoid the fact that he is the worst repair company I have ever had to deal with. Instead of stating the incorrect response he should have tried to get the work approved. I had to contact whirlpool about the problem and point out the defect in the door which they must have aggreed with as they sent a replacement to me at no cost. Also after one conversation with [redacted] they were going to order the door and replace it from their own repair people at no cost. I am obviously correct in what I am saying at will not accept anything from Mr B[redacted] but an acknowledgement of his error and an explanation as to why they couldn't even give me a return call as it wound up as my part to call and find out that nothing was being done and restitution of a full replacement door or a full refund of the worthless service contract from General Keystone. They are very anxious to take your money for the contract but do nothing to repair the item. I am not going to let this go, if the Revdex.com can't get this done I will go further to the attorney general's office and channel 7 eyewitness news. They should be ashammed of there work ethics. I would also appreciate a reply to my emails sent to [redacted] that have not been replied to.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]Mr b[redacted] is not understanding the fact that his technican Lorenzo informed me that there was a problem that day he came and would document that the washing is unrepairable as he stated to me. Lorenzo is lying to his superiors and whom is in contact about this washing machine which continues to make noise. I am tired of being called a liar as a paying consumer and the information that was told to me was not the same information that is being provided. All of the facts this company as provided is false and completely inaccurate. The washing machine age is in fact 4 months old from day one it has been making an controllable banging noise that is not normal working condition as Lorenzo acknowledges to me that day. He falsified his report and repercussions should follow for falsifying a work order. Lorenzo stated to me that day he is deeming it unrepairable and what he wrote was completely different. I was treated unprofessional this whole time and the issue is still not resolved. I spoke with maytag they have stated that if the work order Lorenzo provided was what he said it should be unrepairable then they will replace the washing machine.  
 
 
 
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Sincerely,
[redacted]

the maytag washer is only 4 months old so technician Lorenzo called techline and spoke with T.J-TJ gave Lorenzo a file #[redacted] and documented that given the age of washer and complaint, it was determined to be a normal condition and no parts were needed for replacement -we are not authorized to...

deem a unit not repairable-only to document findings and Lorenzo did that. The cust is able to call Maytag and give this file # for assistance. Thanks, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:This is completely inaccurate. The technician was advised that the machine was already rinsed with vinegar and that didn't work first of all. Second it is inaccurate as I do not use too much laundry detergent I have had the same washer for 10 years and have always used the same brand of detergent and the same amount with no issues. The repairman left saying the washer was fixed. I called that night after I got home and tried to use it and it was still not working. I never received a call back so I called on Monday. I was advised that I needed a new mother board. I asked how much it would be because the washer was 10 years old and if it was alot I was going to replace the washer instead. I placed no less than 6 phone calls to the company over a period of several weeks to find out how much this part would be. The only response I kept being told was that my paperwork was on someone else's desk and someone would call me back. Finally after not having the use of a washing machine for 3 weeks I called another company. At the visit the other company advised the new part would be $400 and I was able to make the decision on the spot to buy another washing machine. I had to pay this company $105 to come and advise what was wrong. The original company never advised the part was on backorder, how much it would be and I never even told them to order anything. I was out a washing machine for 3 weeks going back and forth to the laundromat waiting for their assistance. They did not service my machine or provide accurate information or assist with further resolution. I would like my $80 back as I had to hire another company after multiple unreturned phone calls over several weeks. 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have asked to speak with the [redacted], this has not happened.  My request has been ignored, I have left numerous messages with the woman who answered the phone.  I have been told repeatedly that the [redacted] was not available.  The "diagnosis" consisted of the driver writing down the model and serial number,  No tests were made.  I have asked for a refund as no work was performed.  As a factory authorized dealer, you knew that parts were not available.  I ask for a refund again
 
 
 
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Sincerely,
[redacted]

on 11/**-call was completed-1 of 2 parts needed was on a national backorder-we apologize for any delay on getting the job done in a timely manner.