Handy Appliance Center

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 complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.]Please find attached the second invoice Handy Appliance sent us for the visit they mentioned as "at no cost" in their responseThe only day we were not able to be at home on-time when Handy appliance folks called was June 20thWe answered the call from the technician and mentioned that we won't be able to be home early because we had to drop the kids offBut we reached home about 10mins later and there was no one waiting (waited 15mins?) as they mentionedWe took time off from work to make sure we are home when they come, even on days they were a "no show" to install the dishwasher and didn't care to tell us that the parts hadn't arrived at the facility yetIn any case, Handy appliance obviously has a communication problem and this is something they would hopefully improve for future customers sakeThe real issue we feel that needs to be addressed here is the fact that they did not diagnose accurately what's wrong with the dishwasher but decided to start replacing parts because they "thought" that would "fix" the issueNot only were they unable to make a correct diagnosis but they are charging us for parts and services that we are not sure was needed in the first place and didn't clearly fix anything They never provided any professional documents for anything explaining what they did and why (replacements,etc)To us, the situation feels like just taking advantage of customers who doesn't know much about dishwashers In any case, we got tired of waiting Handy appliance to respond and got a new dishwasher a week or so ago (from home depot)So we would not need their services anymoreWe would like them to refund the money they took from us for a service that didn't resolve anythingWe are surprised that they found away to send an invoice but couldn't figure out a way to contact us prior to Revdex.com reaching out to themSomeone from Handy appliance did contact us via email last weekWe figured Revdex.com probably provided our email address to themWe thank Revdex.com for looking into our case.Thank you,Siyana / Joshua [redacted] Regards, Joshua/Siyana [redacted]

On 9/4/this customer called us to service their LG refrigerator with a water leak behind the refrigerator We set up a service call and took one of the three water lines located behind on the back of the refrigerator with us.The customer assumed we would bring along the correct water line We went to the customers house to diagnose and repair the leak if possible, but the hose that we had with us was the supply hose not the internal hose.The customer didn't understand that there are DIFFERENT hoses on the rear of the refrigerator and we said we would get back to them with the correct hose.In a telephone conversation on Sept.10th, [redacted] talked to the owner and they said to go ahead and get the correct hose but they are not paying for trips to the house [redacted] told them they will only be charged for trip plus $to $to install the part.On Sept17, Torri called the customer and told them that the part is in and we could put the part in on Sept21, to fit into the customers schedule between and AM.at 9:AM on Sept21, [redacted] arrived at the house to install the correct tube on the refrigerator but there was no answer at the door or on the phone.At 1:PM on Sept22, [redacted] left a message on the customers phone to reschedule the installation of the correct hose that we diagnosed on Sept10th Since we never heard back we billed them for the diagnosisIf they feel that the diagnosis was not necessary and want to cancel the authorization they gave to complete the call, we have credited their account for the original service call on March 30, 2016.We tried to explain to them when the called that we were not sure which hose was leaking until we came out to look at the refrigerator.If they call around to ask who will do a free diagnosis on appliances, they won't find many, if any, that will do it for free.Due to this attitude there are fewer service willing to service appliances and since customers won't pay for services rendered, our country is becoming more of a throw away society.We are considering following the HVAC industry and requiring a credit card # before diagnosis calls

On Jan15, [redacted] called our office and stated that her soap dispenser latch was broken on her dishwasher and ordered part to fix it When part came in, we contacted her and she set up a service call to put dispenser in dishwasher The total bill came to $- ($for part (soap dispenser), $service call , $extra labor for installation plus $tax) Feb, [redacted] paid bill in full by VISA April 30, [redacted] called to report her dishwasher stopped in mid-cycle and was leaking May 1, Service call by our technician found second leak from vent gaskjet, also door and latch alignment was causing dishwasher to stop in mid-cycle May 4, Our technician made a courtesy call to [redacted] to see what she decided on repair She said she would purchase a new dishwasher instead of fixing it We billed her $for service call ($plus tax $3.58) Sept1, received a check from [redacted] for $paying her fill in full with her check# ($interest had accrued on her account as of 7/16/15) Sept11, We sent [redacted] refund check #for $ The only reason we refunded [redacted] her service call is because she threatened to slander us on the internet Is there any way a business can report the reasonableness of the customers when they complain?

Handy Appliance will gladly refund for the parts installed, if we we can retrieve the parts from the dishwasherThank You, Handy Appliance

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***. I did NOT threaten to slander them, but did inform them that I intended to share my poor experience with the business in reviews on the Internet as is my right as a consumer.As for reasonableness, Handy Appliance ruined an otherwise functional dishwasher and permanently damaged my kitchen counter top such that I am no longer able to secure or stabilize the new dishwasher because the wood is too softI objected to an "opinion" of my dishwasher's problem that was totally inconsistent with the situation and they refused to reassess even when I shared my concernsI shared the technician's assessment with both scientists that I know as well as professional dishwasher installers and all believed the explanation of the problem as provided by the technician was "ridiculous." As for settlement, I did not request the initial payment for the part replacement and I did not demand that my dishwasher be replaced and I did not request that my counter top be replacedIn short, I do not believe I am the party being unreasonable in this situation. I continue to be disappointed with Handy Appliance's business practices and response to this situation from start to finishNonetheless, I am willing to accept this resolution as the company did meet my request for refund and because it is not worth my time to pursue further
Regards,
*** ***

On May 19, we received a call from the ***'s and set up a service call for the next day May 20, The technician determined they needed a sump assembly and ordered part with approval of customer On June 3, wrong part arrived at our office and we reordered part which
arrived on June 13, and another technician installed the part on June 14, 2016, the customer paid technician in full by check Our office was contacted by customer the next day, June 15, that there was an error code on dishwasher Our head technician made numerous phone calls on June 18, to get another part install appointment set up for June 20, The technician called the customer on June 20, telling them he was running early and never heard back from them He arrived minutes early, nobody home, called with no answers, stayed extra minutes, customer never came home or answered phone calls made by tech and office On June 21, service call reschedule for June 25, and part installed no charge Courtesy call made on June 27, and left message asking how everything was and never heard from customer Our office has made numerous attempts to talk to customer by phone but never received a response yet Do they have an e-mail address that we can contact them by? We would like to resolve the service issue with them

We are very sorry that Mr*** had trouble communicating with our owner, *** *** The refrigerator has been repaired and we are offering *** *** and additional day warranty for a total of days warranty The customer is satisfied

On Jan. 15, 2015 [redacted] called our office and stated that her soap dispenser latch was broken on her dishwasher and ordered part to fix it.  When part came in, we contacted her and she set up a service call to put dispenser in dishwasher.  The total bill came to $157.20 - ($69 for...

part (soap dispenser), $65 service call , $15 extra labor for installation plus $8.20 tax).  Feb. 9 , 2015 [redacted] paid bill in full by VISA.  April 30, 2015 [redacted] called to report her dishwasher stopped in mid-cycle and was leaking.  May 1, 2015 Service call by our technician found second leak from vent gaskjet, also door and latch alignment was causing dishwasher to stop in mid-cycle.  May 4, 2015 Our technician made a courtesy call to [redacted] to see what she decided on repair.  She said she would purchase a new dishwasher instead of fixing it.  We billed her $68.58 for service call ($65 plus tax $3.58).  Sept. 1, 2015 received a check from [redacted] for $71.08 paying her fill in full with her check#1098.  ($2.50 interest had accrued on her account as of 7/16/15).  Sept. 11, 2015 We sent [redacted]  refund check #9937 for $71.08.  The only reason we refunded [redacted] her service call is because she threatened to slander us on the internet.  Is there any way a business can report the reasonableness of the customers when they complain?

Handy Appliance will gladly refund for the parts installed, if we we can retrieve the parts from the dishwasher. Thank You, Handy Appliance

Revdex.com: I...

had a very positive and productive conversation with the service manager and they have resolved my issue. I am aware and respect the fact that there are several very good employees working for this company and I would hate for one bad apple to spoil the rest. I am very satisfied with the resulting conversations and action by the company and would like my complaint removed from the record.  
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

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 complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Please find attached the second invoice Handy Appliance sent us for the visit they mentioned as "at no cost" in their response. The only day we were not able to be at home on-time when Handy appliance folks called was June 20th. We answered the call from the technician and mentioned that we won't be able to be home early because we had to drop the kids off. But we reached home about 10mins later and there was no one waiting (waited 15mins?) as they mentioned. We took time off from work to make sure we are home when they come, even on days they were a "no show" to install the dishwasher and didn't care to tell us that the parts hadn't arrived at the facility yet. In any case, Handy appliance obviously has a communication problem and this is something they would hopefully improve for future customers sake. The real issue we feel that needs to be addressed here is the fact that they did not diagnose accurately what's wrong with the dishwasher but decided to start replacing parts because they "thought" that would "fix" the issue. Not only were they unable to make a correct diagnosis but they are charging us for parts  and services that we are not sure was needed in the first place and didn't clearly fix anything.  They never provided any professional documents for anything explaining what they did and why (replacements,etc). To us, the situation feels like just taking advantage of customers who doesn't know much about dishwashers.    In any case, we got tired of waiting Handy appliance to respond and got a new dishwasher a week or so ago (from home depot). So we would not need their services anymore. We would like them to refund the money they took from us for a service that didn't resolve anything. We are surprised that they found away to send an invoice but couldn't figure out a way to contact us prior to Revdex.com reaching out to them. Someone from Handy appliance did contact us via email last week. We figured Revdex.com probably provided our email address to them. We thank Revdex.com for looking into our case.Thank you,Siyana / Joshua [redacted]    
Regards,
Joshua/Siyana [redacted]

On 9/4/2015 this customer called us to service their LG refrigerator with a water leak behind the refrigerator.  We set up a service call and took one of the three water lines located behind on the back of the refrigerator with us.The customer assumed we would bring along the correct water...

line.  We went to the customers house to diagnose and repair the leak if possible, but the hose that we had with us was the supply hose not the internal hose.The customer didn't understand that there are 3 DIFFERENT hoses on the rear of the refrigerator and we said we would get back to them with the correct hose.In a telephone conversation on Sept.10th, [redacted] talked to the owner and they said to go ahead and get the correct hose but they are not paying for 2 trips to the house.  [redacted] told them they will only be charged for 1 trip plus $15 to $30 to install the part.On Sept. 17, 2015 Torri called the customer and told them that the part is in and we could put the part in on Sept. 21, 2015 to fit into the customers schedule between 9 and 11 AM.at 9:18 AM on Sept. 21, 2015 [redacted] arrived at the house to install the correct tube on the refrigerator but there was no answer at the door or on the phone.At 1:03 PM on Sept. 22, 2015 [redacted] left a message on the customers phone to reschedule the installation of the correct hose that we diagnosed on Sept. 10th.  Since we never heard back we billed them for the diagnosis. If they feel that the diagnosis was not necessary and want to cancel the authorization they gave to complete the call, we have credited their account for the original service call on March 30, 2016.We tried to explain to them when the called that we were not sure which hose was leaking until we came out to look at the refrigerator.If they call around to ask who will do a free diagnosis on appliances, they won't find many, if any, that will do it for free.Due to this attitude there are fewer service willing to service appliances and since customers won't pay for services rendered, our country is becoming more of a throw away society.We are considering following the HVAC industry and requiring a credit card # before diagnosis calls.