Guinco Enterprises Corp

We get all of our pricing out of a national flat rate guide, that is used to make sure all pricing is fair and competitiveThe flat rate guide specifically lists this repair as one that should include $in labor, which is more than the $in labor the customer was charged in this instanceThe total price of repair should have been $for parts, $for diagnosis, $for labor, $for shipping, and $for tax, with a total of $As the customer stated, we did only charge $331.17, so that is less than we would normally charge for the repairIn speaking with the technician, he actually made a mistake in under-charging the customer.At the beginning of our contact with all customers, including Mr [redacted] , we state that we have a "$diagnosis fee for the technician to come out and diagnose what is wrong with the applianceAt that point, the technician will give you an estimate that includes the diagnosis fee in addition to the parts and laborIf for some reason the estimate is not approved, all that would be owed is the $diagnosis fee." This was stated in the beginning and approved by the customerWe then came out to their home and gave an estimate that they approved for repairWe completed the repair and the refrigerator is now working properlyWe do have recordings of all phone conversations if needed.Included with the repair of their appliance is a one-year guarantee on the repair doneIf within one year of the repair they have a failure with the same part, then we will cover that repair at no cost to the customer.In the Dallas-Fort Worth area, Guinco is the only Whirlpool Factory Certified Care-center, which is the appropriate term deemed by Whirlpool Corporation for their network of preferred service companies throughout North AmericaI can not speak to how other companies price their work, but I believe ours to be standard, fair and professionalWe do monthly training for our technicians on new products, before we get to the service location we research parts needed to repair appliances in one trip as an added convenience to our customers (this service for Mr [redacted] was completed in one trip), and we provide a service guarantee that far beyond the market standard (days is standard)Given the above information, I do not believe a refund of any sort is necessaryHowever, if Mr [redacted] would like to use us again at some point, we will offer a discount off our diagnosis feeAs a show of good will, I would like to extend a $diagnosis fee instead of the $for the next time he chooses to use our serviceI have made notations on my end to reflect this for the next representative they speak with

After the original appointment where we ordered a part, we saw an opportunity to go above and beyond for the return trip, and we were able to move the return trip forward from 10/to 10/13, but the customer had time constraints on 10/that caused us to move the return trip back to 10/The timing of the reschedule was unfortunate because the part had already been shipped to the technician for the 10/tripSince the appointment was not on his list of appointments for the day, the technician sent the part back to the officeThe part arrived back at the office on 10/16, the day of the trip and that is why he did not have the part with him that day.The ice maker comment is strange, only because the proper appliance to work on is right next to home owner's address on his work order, so whether he said the correct appliance or not was either a misunderstanding or a misspeak, but when we spoke to the technician he seemed confident that he knew exactly what he was there to work on when he arrived the second time, and he said he did not remember saying anything about an ice makerEither way I can confidently say the misunderstanding had no impact on the part availabilityWe did make a return trip on 10/30, and were able to repair the refrigeratorWhirlpool had gotten involved between the 10/appointment, and the 10/appointment, which is what caused some delay as they reviewed the circumstances.Thank you,

The customer had a guarantee on the repair, which we honored once she finally called us As of today's date, as far as we know, the unit is working properly at no extra cost to the customer

I do not want Guinco to ever come back to my home for anything and their offer to supposedly repair the dishwasher air gap at my expense was never the reason for my complaintGuinco is not addressing the real issue of the damage they did to my homeThey never even repaired the dishwasher, the reason for their visit in the first placeThey did damage to my property when they were in the home and this is the reason for the complaintGuinco has refused to repair the damage they did to my homeGuinco has referenced something on you tube and the city of KellerI live in and fall under the City of Ft Worth jurisdiction I talked with the plumbing and building inspector for FtWorthThey confirmed the way my vent is installed is correct and also an acceptable method as well as the above sink method Guinco prefersReference: http://racinehomeinspector.com/dishwasher-high-loop-air-gap-devices/,http://www....⇄ and feel free to contact Michael Carranza, the city of FtWorth Building and Plumbing inspector at [email protected] hope this clears up any misinformation that Guinco has falsely represented as factRegardless the opinion of Guinco, even if the dishwasher air vent was installed they way they do it or the way most other contractors now do it and how the City of FtWorth recommends, the bottom line is that the Guinco repairman should have never removed the air vent and he should have never left it hanging down inside the cabinetThe repairman was not in my home to fix the air vent and he should have never even touched itI respect his opinion of the way they do the air vent installation, but that is only their opinionEven if my vent was installed incorrectly, which it was not, that still did not give the Guinco repairman authorization to remove my vent and leave it hanging downThe Guinco repairman's actions were negligent as he should have replaced the air vent to where it was mountedHe did not and therefore damage was done to my home Guinco is responsible for that damageI also discussed this with the dishwasher manufacture warranty departmentThey also claim that Guinco is responsible for the damage to my home and they said they will file a complaint in their system that Guinco has not taken care of their responsibility during this repair

Although it is company policy to charge a diagnosis fee for every appliance we service, $for the first appliance and $for all additional appliances within the same home, we do recognize that there were circumstances that caused this situation to fall outside of the intent of that policy After consideration we decided to refund Mr [redacted] $of the total $paid to us originally, or the diagnosis fee of a second appliance within his homeAt this time, it appears the customer is satisfied with that resolution

The parts left behind are property of the consumer For those reasons, it is our company policy that we do not dispose of the consumer's trashConsumer expressed that this was not a part of what he agreed to, but upon listening to the recorded conversation, this was not a point brought up by the consumer on the phone so there was never an agreement established or discussed regarding the trash disposalIf the customer would like to pursue an exception to be made in this instance by us, we can have a team member come by and pick up his trash for a trash disposal fee of $

Mr*** has given half truths and misleading information againSeems like this is what they do bestTexas Appliance stated to me that Warrentech did not use Gwinco and that they were the best to use, but that they would call to work it out so that Gwinco would be able to come outAgain, their
tech came out , stayed about min and said he adjusted the heater to come on in the freezer door so it would not have moistureI felt like this statement was because I had never heard of a heater in a freezer doorAgain their mgr of service left me a msg stating I had no warranty and that there was nothing wrong with my refrigeratorI will not repeat the conversation I had with Mr *** who initially did not return my phone callI since had a techWith Direct Appliance who was sent out by WarrentechThe tech was very knowledgeable about my frig and advised this model has had numerous complaints about the noises from the compressor and even has initially been returned back due to this problemWhirlpool had to issue a kit to try to fix the problem with the ice maker as wellThe tech heard the noise and said some people have even put a rug under the frig to try to stop the noiseMy ice maker had clogged ice which is a common problem and again Whirlpool added a heater kit which was already added onto my frigI wanted to hear the truth which is exactly what I got from Direct Appliance, not GwincoAs far as Texas Appliance they sold me a lousy frigI will never do business with Texas Appliance since they knew about the problems with the frig and as far as Gwinco I would never use them eitherDirect Appliance will however get my business for sureI will be calling Texas Appliance to discuss why would they sell me a frig who which has a history of problemsThank you Revdex.com for trying to help in the matter

They worked with me and got the machine workingIt seems that the part they installed at first was defectiveI am very happy with themThey stood behind their work and I appreciate that they repaired the machineIt is working well at this time

As stated before I will not do business with Guinco because of how they handled the service call

We are sorry that the customer is disappointed in the response, but it still stands that the Deck Mounted Air Gap Assembly or Anti-Siphon Device is not installed correctly per any of the manufacturer's of the Device instructions, nor proper to both Keller or FtWorth Plumbing codes, and this was pointed out at the time of service to the customer that it needed to be addressed to reduce the chance of any damage cause by water This is not a Guinco Preferred method as stated by the customer, this is fact based on our training and knowledge of the industry, the Manufacturer of the Device instructions, and is clearly illustrated thru many sources of the internet, to include the installation instructions provide by KitchenAid for the customers model on page and pg (http://www.whirlpool.com/digitalassets/MLPDF/Installation%20Instructions%20-%20...⇄ technician at no time uninstalled the Air Gap Assembly/Anti-Siphon Device, and if so, the non-existent hole that it would have been mounted in would have been left vacant and visible to the homeowner The links the customer provided (though they are out of state inspectors sites) also show the side of the argument that we are making, and is further verification of the correct method for the installation of that Device that we have warned about The customer is also confusing the responses by the city by not knowing the correct terms with there descriptions, which then does not give an accurate account of how they improperly installed the device by the reference of terms and words used Both Keller and Ft Worth will allow a "High Loop Air Gap" mounted under the sink area (or what many do refer to as a "Air Gap", which is the "drain hose" of the dishwasher and it must be looped high above the sink water level, firmly secured at the counter top or sink mount level, then travel down to the mounting point of the drain exit and secured normally by a hose clamp so that it will not leak In this description just given, an artificial "air gap" is created in the high point created of the drain hose, and poses no risk of a leak due to being continuous piece of drain tubing with no open ends to the customers property for water to leak.The correct installation of a "deck mounted Air Gap or Anti-Siphon Device" (that is in discussion here), both municipalities do define these as "Deck Mounted" (and these Devices are only available as "Deck Mounted" since the 70's), meaning the licensed plumber or the homeowner is to follow the mounting instructions of the device, that a hole on the sink or in the counter top is created, so that the device can be set in place securely with the mounting "sandwich" type nuts (in which the device is threaded normally approximately inches or more to allow thicker mounting locations such as granite) and the rubber washer that is placed on the counter top side for sealing purpose, and the opening of the device/device cap is to point to the sink to expel any water that may come out caused by a malfunction, protecting the customers property This link- https://www.google.com/search?tbm=isch&q=dishwasher+air+gap+installation+instruc...⇄ - shows many images of both methods described above, and compared to the pictures of the customers installation, there installation is not done correct, and why the warning of the incorrect installation was pointed out by the technician, but was not corrected by the homeowner, and damage occurred At no time are we at fault for what happened to the customer, and though we are sorry that damage occurred, it could have been prevented if the customer was open to the warning and recommendation to have it corrected.Thank you,Guinco Service

We truly do not know what the customer is wanting from us at this point, as we did not collect any monies from her, nor does she owe Guinco any money, for the courtesy service call we were asked to run at her residence by Texas Appliance.  Ms. [redacted]'s argument is with her third party warranty company.  Is anything further needed from us?  We do have the recorded conversations with Ms. [redacted] that detailed everything as we explained to her and in our original response, if that will help resolve her situation.

We get all of our pricing out of a national flat rate guide, that is used to make sure all pricing is fair and competitive. The flat rate guide specifically lists this repair as one that should include $144 in labor, which is more than the $112 in labor the customer was charged in this instance. The...

total price of repair should have been $83.48 for parts, $105 for diagnosis, $144 for labor, $5.95 for shipping, and $27.43 for tax, with a total of $365.86. As the customer stated, we did only charge $331.17, so that is less than we would normally charge for the repair. In speaking with the technician, he actually made a mistake in under-charging the customer.At the beginning of our contact with all customers, including Mr. [redacted], we state that we have a "$105 diagnosis fee for the technician to come out and diagnose what is wrong with the appliance. At that point, the technician will give you an estimate that includes the diagnosis fee in addition to the parts and labor. If for some reason the estimate is not approved, all that would be owed is the $105 diagnosis fee." This was stated in the beginning and approved by the customer. We then came out to their home and gave an estimate that they approved for repair. We completed the repair and the refrigerator is now working properly. We do have recordings of all phone conversations if needed.Included with the repair of their appliance is a one-year guarantee on the repair done. If within one year of the repair they have a failure with the same part, then we will cover that repair at no cost to the customer.In the Dallas-Fort Worth area, Guinco is the only Whirlpool Factory Certified Care-center, which is the appropriate term deemed by Whirlpool Corporation for their network of preferred service companies throughout North America. I can not speak to how other companies price their work, but I believe ours to be standard, fair and professional. We do monthly training for our technicians on new products, before we get to the service location we research parts needed to repair appliances in one trip as an added convenience to our customers (this service for Mr. [redacted] was completed in one trip), and we provide a service guarantee that far beyond the market standard (90 days is standard). Given the above information, I do not believe a refund of any sort is necessary. However, if Mr. [redacted] would like to use us again at some point, we will offer a discount off our diagnosis fee. As a show of good will, I would like to extend a $55 diagnosis fee instead of the normal $105 for the next time he chooses to use our service. I have made notations on my end to reflect this for the next representative they speak with.

After the original appointment where we ordered a part, we saw an opportunity to go above and beyond for the return trip, and we were able to move the return trip forward from 10/16 to 10/13, but the customer had time constraints on 10/13 that caused us to move the return trip back to 10/16. The...

timing of the reschedule was unfortunate because the part had already been shipped to the technician for the 10/13 trip. Since the appointment was not on his list of appointments for the day, the technician sent the part back to the office. The part arrived back at the office on 10/16, the day of the trip and that is why he did not have the part with him that day.The ice maker comment is strange, only because the proper appliance to work on is right next to home owner's address on his work order, so whether he said the correct appliance or not was either a misunderstanding or a misspeak, but when we spoke to the technician he seemed confident that he knew exactly what he was there to work on when he arrived the second time, and he said he did not remember saying anything about an ice maker. Either way I can confidently say the misunderstanding had no impact on the part availability. We did make a return trip on 10/30, and were able to repair the refrigerator. Whirlpool had gotten involved between the 10/16 appointment, and the 10/30 appointment, which is what caused some delay as they reviewed the circumstances.Thank you,

Although it is company policy to charge a diagnosis fee for every appliance we service, $105 for the first appliance and $55 for all additional appliances within the same home, we do recognize that there were circumstances that caused this situation to fall outside of the intent of that policy....

After consideration we decided to refund Mr. [redacted] $55 of the total $160 paid to us originally, or the diagnosis fee of a second appliance within his home. At this time, it appears the customer is satisfied with that resolution.

Regardless of Guinco's opinion of how the vent should be installed, the vent would have never leaked water if the Guinco technician would  not have removed it. This claim is not over the preferred way to install the vent. Guinco is trying to sidestep the real issue and not even addressing it.  If the technician would have left the vent installed where it was, there would have never been a problem. Guinco is being dishonest and trying to use excuses of how the vent is to be installed as the reason for the problem. They have refused to even address the problem and they are trying their best to manipulate the situation. The facts are; 1. The vent was installed correctly per Ft Worth City code, I previously sent you the inspectors name and a link that shows I had it installed correctly. 2. The Guinco technician removed the vent from where I had it installed and left it unattached inside the sink, thus causing the water leak. 3. If the Guinco technician would not have removed the vent (which he was not called to the home to do anything with the vent so he should have never touched it) there would not have ever been a leak or a problem. 4. The reason for the claim has nothing to do with a difference of opinion of how the vent was installed, but the fact that the Guinco technician took the vent apart and left if lay inside the sink, this caused the leak and this alone caused the leak. 5. The leak had nothing to do with the way I had the vent installed and it would have never leaked if the technician did not remove it.Therefore Guinco is 100% responsible for this, and failure to pay for the damages they caused will cause me to file this in court as my next option.

The customer had a guarantee on the repair, which we honored once she finally called us.  As of today's date, as far as we know, the unit is working properly at no extra cost to the customer.

The process was a verbal discussion with their repair tech. The company did not disclose I would be responsible for parts disposal  when explaining the repair process and total charges. The company is in the business and should be transparent to consumers that are inexperienced. My previous life experience companies always remove the trash when offering a service. Lesson learned here. Hopefully GUICO will make it policy to be forthcoming and fully disclose all steps of the repair process

The parts left behind are property of the consumer.  For those reasons, it is our company policy that we do not dispose of the consumer's trash. Consumer expressed that this was not a part of what he agreed to, but upon listening to the recorded conversation, this was not a point brought up by...

the consumer on the phone so there was never an agreement established or discussed regarding the trash disposal. If the customer would like to pursue an exception to be made in this instance by us, we can have a team member come by and pick up his trash for a trash disposal fee of $45.00.

The company has responded that they think $331.17 is a fair price to charge for a quick install of a $60 part.  I hope that all potential Guinco customers in the Dallas Fort Worth area review this post BEFORE deciding to do business with this company.  It is highly recommended that you contact your appliance manufacturer and find alternative suppliers.  The Kitchenaid representative provided a number of other Dallas Fort Worth repair facilities and the one in Richardson what the one who provided the quote at about half of what Guinco charged.
 [redacted]

It is important to note that the decision to not continue with the authorized repair, where the manufacturer was covering the parts and labor outside of this model's normal warranty, was made by the manufacturer and not Guinco. We are required by our agreement with the manufacturer to accurately...

state our findings and diagnosis. Upon reporting our findings to the manufacturer, it was decided by them that they would no longer authorize the parts and labor to be covered because of a pump that is not authorized for usage with that manufacturer's ice machine.The reason it is important to have the authorized pump for ice machine is because the external pump is designed to have a fail safe where the unit is shut down if something within the ice machine malfunctions, or if there is a scenario where the unit is left on unattended for an inordinate amount of time and continues to produce ice to the point of overflow. This is to avoid water damage that can be potentially caused by such an overflow.Guinco will be happy to do the repair of replacing the internal recirculating pump once the external pump is changed to meet the manufacturer's requirements. It would be a fair assumption that the manufacturer would still authorize the parts and labor to be covered outside of warranty once the external pump is replaced, but it will still be their decision at that point.