Gulfside Appliance Repair Reviews (%countItem)
Gulfside Appliance Repair Rating
Address: 1212 E Maxwell St, Pensacola, Florida, United States, 32503
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6 wks +++ of procrastination and poor communication. Over $300 paid and still no repair of the ice maker in a very popular Samsung refrigerator.
2 April 2020: Initiated a repair of Samsung Ice maker ***/ Gulfside Appliance Repair.
$49 service call was added to $197.18 t= $246.18.
6 April 2020: ***/ AKA Gulfside Appliance Repair Technician Adam replaced ice-maker.
That did not work.
7April 2020: Phone chat with agent at *** (Sam, who is probably owner of ***/ Gulfside Appliance Repair) informed me that there is a "time sequence" that they always first replace the ice maker, then look at the Infrared (IR) sensor, and then the water valve, and then the "control chip" which Sam informed was the most expensive.
It bothered me that rather than diagnosing the problem and fixing it, their approach was to just keep replacing parts until they found the problem.
Next 2 wks, ***/ Gulfside Appliance Repair dropped out: literally dozens of phone calls to the company. Much of the time the voicemail box was full, but I dropped multiple messages when the mailbox was available. Sent an email to the company requesting that they complete the repair.
Approx. 20April 2020: By chance, I caught Sam on the phone. He apologized, claiming they were just very busy.
22April2020: Technician Adam returned with NO parts even though *** had told me that they had the IR sensor in stock and decided that the likely culprit problem was the water valve.
24April2020: *** /Gulfside Appliance Technician Adam replaced water valve, and entire filter assembly for another $58.05, bring total paid to $305.23. Paid by check
25April2020: Received two invoices via email from ***/ Gulfside Appliance Repair even though I had already paid the $58.05 by check, just as I had the two prior invoices I took this opportunity to inform them that the ice maker still did not work.
For the next several days, ***/ Gulfside Appliance Repair dropped out again: Same scenario literally dozens of phone calls to the company. One time, I managed to ambush ***, and he told me that his wife was in the hospital for surgery. I felt sorry for him and sent the emails between the lines. When he finally visited on 5th of May, I asked about her.
________________________________________________
Email of 30April2010
"Hey Sam,
"So sorry to hear about your wife's hospitalization. That must be very stressful.
"I strongly support regional small business, and believe yours can complete the job you started.
"Unfortunately, discontinuity in communication can literally destroy customer base for a small business.
"Of course I want my job completed. I hope you will contact me soon to let me know you are on it.
"Please... first take care of yourself and your family.
"Best wishes,
"***"
On 27Apr, 2020, at 14:13, *** E. *** wrote:
"I have paid this.
"Would appreciate Sam getting in contact so we can complete repair.
"Thanks,
"***"
_________________________________________________
Additional visits to my home by Sam himself during which he told me that Technician Adam was sometimes not thorough so I thought perhaps Sam would diagnose the problem correctly.
7 May 2020: Sam injected hot water into the ice maker , disassembled and reassembled it, and left thinking it would work.
It did NOT.
Promised he'd order the IR sensor, and would have it in a couple days, but over a week of unanswered phone messages and email I am unable to get him to even acknowledge that the part has been ordered.
Next 10 days, Sam/*** / Gulfside would answer the phone if I managed to ambush him... DOZENS of calls. Just wanted to know what to do.
Usually he "could not talk" was driving, or very busy with other customers._______________________________________________________
Email of 11May2020:
"Hello Sam,
"You were at my house last Thursday and told me you'd expect the ice maker IR sensor part delivery in a day or so.
"Can you please let me know: 1) if you have the part, and 2) when is the earliest you can come out
I do NOT feel good about this, but I have begun to think Sam was full of excuses with no intention to complete this repair. 15May2020: Five or more visits to my home and over $300 later (checks' images available), ***/ AKA GulfSide Appliance is non-responsive to my calls. Do not seem to know what they are doing. 18May2020: Managed to catch Sam via my iPhone, and again he promised to call back. But did not. Called back a couple hours later and he begged off, saying he was very busy. 19May2020:0830, left voicemail to the effect that he did not return a call and that I was his customer who'd already paid him over $300 for work that has not repaired the ice maker. Urged him to return my call so I could make other plans. 19May2020:1055, left voicemail for Sam... pleading for him to contact me. 20May2020: Still no response from Sam ***/ AKA GulfSide Appliance Strongly support local small business and I trusted this company. That trust has not been justified. Would have been OK with Sam finding the problem. My complaint is that Sam and ***/ AKA GulfSide Appliance do NOT return calls, do NOT inform me of what will happen next. And, frankly, I have lost faith that they understand how to repair my refrigerator. I see bad reviews of ***/ AKA GulfSide Appliance on the Revdex.com website for exactly the kind of behavior described. Thus, if my money $305.23 is returned, I will consider this experience as just a lesson learned.
In response to this complaint we are so sorry to have upset Mr.. We have been very troubled by his appliance before. This particular brand of Icemaker can be very troublesome and take about four different possible parts to correct the problem. We have replaced the Icemaker and the water valve and the next step is to replace the IR sensor on the auger motor assembly. We have orderd
the part and are available to schedule a time for installation. Unfortunately it seems as though Mr *** has lost faith in our company and simply wants a refund. We understand his frustration and we are very sorry if he feels we have poor communication skills. We have communicated with him on every occasion possible to explain the next step in the repair and unfortunately he has become somewhat impatient and rightfully so. I would be frustrated as well if I were in his position. However more so than anything this is the fault of a very stubborn computerized machine that can take additional time to repair. As is mentioned in many repair blogs and almost every source available to repair technicians today.
(The consumer indicated he/she DID NOT accept the response from the business.)
***/ Gulfside continues to insist on randomly replacing parts, without knowing whether they are defective. This gets expensive rapidly for the customer in terms of cost of those parts and hours of customer time. I trusted this company and they repeatedly violated that trust. Obviously in my case, the ice maker and the water valve did not fix the device. This was even more frustrating that the business cut off communication as I detail in my original complaint, and reiterate below. Based on what the owner wrote in response, and what he told me, the owner's next projected step would have been to replace the the IR sensor, and then the auger, and then...???
Why not test parts for function first. We already know that the auger motor is just fine: it runs, but there is no ice in the reservoir.
It's true that I had lost all confidence in the company.
So much so, that on 19th of May 2020 I phoned the Samsung repair/service line. Within a few minutes, they scheduled a visit by a Samsung technician.
The Samsung technician called ahead and arrived on time 29th of May. He took less than 15 minutes in my home to do the following:
Replace entire ice maker with up to date component (he was not sure that ***/Gulfside used correct component);
Replace drain tube for ice maker with an updated / heated version;
Seal air leak in back of ice maker compartment that might have been allowing warm, moist air inside;
Replace mainboard (computer board) in back of refrigerator with one having improved firmware upgrades.
I've just got to restate this: The Owner had NOT communicated: Many promises to return my calls, and almost never returned messages! I always had to call multiple times. All emails some of which I included in my original complaint have gone unanswered.
As demonstrated by visit from the Samsung tech, the problem could have been fixed in one visit of less than 20 minutes, rather than dithering over five visits with no practical result.
No satisfactory resolution has been offered in the response of the owner. It's as if it is just OK with this business to charge for non-delivery of a service, wasting time and money of the customer.
came out. did a temporary repair then told me 2-3 weeks later that they would not finish the job on a dishwasher.
Repair man came to my home for an appliance repair job. Could not repair appliance. Very unprofessional attitude towards customers.
Was send to my home by a warranty company. Individual states the appliance could not be repaired.all he had to do was call the warranty company back so they can move forward with the claim after 7 days and numerous phone calls so he can contact the company which he has not done yet he won't take any phone call from me or the warranty company that hired his services. Very unprofessional and do not recomed his services to anyone. Came and took payment for 5 minutes work but has not followed thru.
All he had to do is contact the warranty company and they would take it from there.
This is Sam with *** appliance repair. I am so sorry for the misunderstanding between our company and Mr.. It seems as though this communication was to be between our Company that was hired as a third-party contractor and Mr. home warranty company Total Home Protection. We sent all of the necessary information for Mr. claim to the home warranty company claim adjuster within a reasonable amount of time. It has always been proper procedure for our company to communicate directly with the home warranty company and not to communicate with the policyholder. I did speak with Mr. several times and explain to him that we would do our job and give the proper information to the home warranty company which we did. I think his primary problem and the reason why he became impatient is due to the fact that it is a lengthy claim processing. Period. Home warranty companies can often take a long period of time to process such a claim.
We wish Mr. the best of luck. And hope that he was finally able to purchase a new washer after his claim was properly processed.
Sincerely
Sam ***
Owner