Hartman's Appliance Repair Reviews (%countItem)
Hartman's Appliance Repair Rating
Address: 3416 Shader Rd STE 106, Orlando, Florida, United States, 32808-3418
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Professional company should know better
I called to have service performed on my dishwasher.During the phone call I gave all info that should have been used to tell me they don't do warranty service on Major brand appliances from Whirlpool or any of their many brands. Instead they listened carefully and arranged service call. only at the end of the service the tech informed me that the are not authorized to honer parts warranty. My complaint is they are the professionals and should have told me during the phone call that they were not authorized for warranty work. I could have then easily called another company.
Refund of my $49. and a promise that in the future they will inform callers up front that they are not authorized repair service.
We take customer service serious and do the best we can to provide superior service at reasonable prices. As mentioned on our recording before you speak to an Associate, all calls are recorded for quality assurance purposes. In order to best serve you I listened to your call and you never mentioned that the unit was currently under warranty, instead you stated that the unit was 3 years old. If you had said that the unit was under warranty we would have told you to call the manufacturer direct. We are a highly reputable company with experienced, trained Technicians. We choose not to do warranty work for certain manufacturers for various reasons but repair those same units for customers not under warranty every day
(The consumer indicated he/she DID NOT accept the response from the business.)
They totally missed the point. They should know the product warrentys on the companys products they work on. As a consumer I assume they know the industry they work in. I don't want to argue them on customer service. I paid another company to do the work as described.
Document Attached***
***,
Enclosed is the recording of the initial conversation with Mr.. In the conversation twice Aaron stated that he would rather pay someone the $49.00 diagnostic fee to find out what was wrong, since he already tinkered with it. Also during the conversation he was asking for a ball park figure of the cost of the repair. If this was a warranty, why would you ask for the cost?
Mr. was given a quote for the repair, but declined the repairs. At that point he charged the $49.00 diagnostic fee, and since he agreed to pay that in his conversation there is no refund due.
I needed to come back and add to my previous review, the 2 additional starts are to the technician that came to my daughter house, only because he was the only one who apologized on behalf of this company and after all it was not his fall that no one in the office had the courtesy to contact me letting me know the delay.
The work is not done, I want a complete refund.
I hired Hartman Appliance to fix my washing machine, they replaced a part which cost $300.00,the technician saw nothing else wrong with the machine at this time. Within a week the washing machine was not working again, with the same error message and not working in the same exact way that they claimed to have fixed. The technician came back out and now stated that the machine needed a new motor and other parts. I told him I refused to spend more money with them and to remove the part they had put in as it was obviously not the problem. They refused to remove the part. I called the owner of the company who also refused to remove the part and refused to refund us our $300.00. I feel that since they did not do the repair correctly they should have taken their part and returned my money. They did not do the job I hired them for and refused follow thru without more money out of my pocket. I would like a refund, at the very least a refund for the part that was not needed. I have since bought a new washing machine. I informed Hartmans that they needed to come and take their part but they flat out refused. This is poor business practice and I do not believe that a company should be able to keep money when they have not fulfilled what they have been hired to do.
I would like a full refund for the services that they did not provide, at the very least I would like a refund for the parts that were put in but were not needed.
Response: Case # ***
4/13: Customer called to request a diagnosis of his washing machine that was not working properly. We scheduled an appointment for 4/16/18.
4/16: The Technician diagnosed customers problem, explained the problem to the customer and he decided to have the appliance repaired. We waived the diagnostic fee and charged parts and labor to fix customers washing machine. We ordered customers parts, had them sent overnight delivery so that customers machine would be up and running quickly.
4/18: We returned to customers house, replaced the bad parts, tested the unit and it was working properly. Customer paid us for completing the job.
4/30: Customer called and said his washer was still not working properly and was coming up with an error code UL (unbalanced load). He was upset because he had clothes in the machine that were soaking wet. He said he tried to get the load to spin/drain several times and each time the machine would shut down after about 2 minutes. We assured customer that we offer a 30 warranty on parts and labor and we would come out and check the machine. We scheduled to come out to customers house on 5/2.
5/2:
Approximately 4:30 pm: The Technician went to customers house to look at the machine. Customers machine had a different problem unrelated to the initial repair. Customer claimed the Technician almost destroyed customers dry wall and the tub under the machine. Customer became frustrated and asked him to take out the part, leave and customer wanted a complete refund. Customer had determined that the machine wasn't worth fixing and said he were going to*** to purchase a new machine.
Approximately 5:00 pm: Customer called the office and demanded a refund. The manager told customer an owner would call customer back this evening.
5:38 pm: The owner called customer to go over the sequence of events. Customer told the owner that the service was terrible since the first visit. The machine was never fixed and still didn't work, and the technician almost destroyed customer's property. Customer wanted a full refund and customer was going to*** to purchase a new washer. The owner stated that he will look into the matter and would call customer back shortly.
5:58 pm: The owner called customer back. The owner asked a series of questions. Why didn't customer complain about the service after the first visit and instead hired us to fix his machine? Customer didn't have an answer. Owner asked if the machine was working when the Technician installed the parts? Customer said it wasn't fixed. Owner asked again if it was working when he left? Customer said it was but now it isn't. I said that is why we give a warranty. Customer called us, and we came back to his house to honor our warranty. Owner offered a series of solutions including only charging customer for the additional part needed and nothing for labor. Customer said that since we talked 20 minutes ago he went to***, purchased a unit and it is being delivered tomorrow between 10 am - 12 pm. Owner asked customer what he felt was fair. Customer replied that we should refund him 100% of the money he paid for the repair and shouldn't even be charged a diagnostic fee for all that we have put him through. Owner told customer I needed to talk with the Technician and I would call customer back tonight.
6:51 pm: Owner called back and offered what he considered to be fair solutions. He offered to come over the next afternoon, remove the part and refund everything minus the $85 diagnostic fee the customer would have been charged if he declined the repairs on the first visit. I explained to customer that I would still be out the cost of the part because it can't be returned, and I might be able to use it as spare parts in the future but doubtful. Customer told me that we would have to remove the part before 10 am because*** was delivering the new washer in the morning. Customer said that I was trying to get him for $85 and the entire amount should be refunded. Customer also said that if I didn't meet his demands this will get ugly and customer would take this to social media. I told customer that I would check our schedule and see if I could re-route the trucks and switch the schedule to accommodate his request to remove the part before 10 am. I also said that I would consider customer's request for a full refund.
7:28 pm: The owner called customer back and told him we could come by in the afternoon. Customer said that wasn't acceptable because*** was coming in the morning. At this point I realized we weren't going to agree on a fair settlement so I offered to refund the entire amount without taking the part out of the machine with one condition....I asked to see the receipt from*** showing that the new washer was purchased after the Technician came back to customers house today for our warranty visit. Customer told me the request was insulting. I said that I find it hard to believe customer went to***, purchased a new machine and scheduled a delivery in between the 20 minutes of our initial phone calls like customer stated during our 2nd call at 5:58 pm. I was ok refunding the entire amount but stated I trust what customers are saying but in fairness to me I must verify what customer stated. Customer then admitted that he purchased the washer the other day before we came out. Customer never gave us the opportunity to honor our warranty. Even though customer was dishonest with me I still offered to refund customers money minus the diagnostic fee. Customer said we can agree to disagree and customer will take this to Social Media.
The bottom line is that between the first repair and our warranty visit customer decided that he would rather purchase a new unit and attempted to get the entire cost of the repair refunded to him. We did everything that we said we would do from the first time customer called, to the initial visit, to the installation of the parts, to honoring the warranty with a quick response and trip to customer's house to see what was wrong with the washer. If customer would have been honest with us when customer called on 4/30 and said that customer changed his mind and decided to buy a new machine we would have probably worked something out with customer. Instead customer had us send the Technician out to his house for an unnecessary trip wasting our time and resources in an attempt to recoup customers money for services provided when customer had already purchased a new washer. Social media gives customer the right to tell customers side of the story but it also gives us the opportunity to set the record straight.
Customer Service is and always will be our #1 priority. We stand by our work and honor our word to our thousands of repeat customers and all of our new customers.
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response from the business because it is not true. The technician that came out on 4/16 did not fix the machine with the new parts. He had the machine working before he left the house on 4/16, he reset the electronics so the machine worked, We never even needed the new part. The machine worked for a few days after he installed the new part, but remember it worked before he put in the new part because he had reset it. We have no way of knowing whether that part was needed or not. When we called to have the machine looked at again, we were told we would have to wait another 5 days for them to come and look at it. At that point we knew that we couldn't wait that long and went to*** to buy a new machine. The next day we received a message that they had a cancellation and could come a day earlier. Even though we had bought the new machine, we wanted to see if the old one could be fixed, if it would have been able to be fixed without more cost to us we would have cancelled the new machine we ordered. When the technician came he told us it needed a new motor and other parts, that would have cost us hundreds of dollars, of course we choose to buy a new one. Who would want a repaired machine that costs more than a new machine. We asked the technician to remove the part before he left the house, he refused. The owner never offered us a full refund or we would have put*** on hold so that they could come back the next afternoon and retrieve their part. The owner is lying when he states he offered a full refund numerous times. Why on earth would I have not taken him up on that? That's all I want is my money back. The owner is also lying about saying we would blast him on social media. I left an honest review on his facebook page which he promptly removed. I have not made anymore reviews anywhere. If this business is honest, they would have taken the part out when the technician was here. The repair was not done correctly in the first place and to come back to our house and tell us we need to spend hundreds more on this machine, that was costing us more to fix than a new one. If the owner is so honest why isn't he offering a us a full refund? THe machine was never fixed, no fees were ever waived, we gave the owner a chance to pick up his part and he never stated that he could come the next afternoon, just told us he had no idea when he could return to get it. At this point we have had a non working machine for a week. I want a full refund for the parts that were not needed. I would like to see the proof that this part was actually needed and I would like the owner to ask the technician if the machine was in working order when he left our house on 4/16 before we ever received the new part. The fact that the machine didn't work within a week after putting in the new part proves that the part that was replaced was not what was needed to fix this machine.
Unfortunately the customer has a skewed recollection of the events. The customer is upset because he was caught in a lie and had no other recourse than to complain about our services.
1. Machine was working after the initial repair for 12 days until there was an issue NOT within a week as the customer claimed.
2. Customer called us on a Monday and we came out on Wednesday to honor our warranty NOT 5 days and then one day earlier as the customer claimed.
3. I did offer a full refund to the customer if he could prove that he purchased the new unit after we came out to honor our warranty like he told me. He later admitted that he lied and had purchased the new unit days prior to us coming out to honor the warranty. At that time I withdrew my offer to refund 100% of the amount paid because the offer was based on a lie by the customer.
4. I offered to refund everything minus the $85 diagnostic fee if we can remove the installed part. The customer insisted we come back that night or before 10 am the next morning. It was impossible to do that since it was after hours and we were already routed for the next day. I offered to come back the next day in the afternoon and customer refused because*** was delivering new unit and removing the old unit in the morning. I asked the customer to have the delivery changed so that we can remove the part and refund the money. He denied my request and is now lying in his response when he says he would have put the delivery on hold if we offered a refund.
5. As a last resort I offered to refund everything minus the $85 without removing the part. The customer felt he was entitled to a full refund , told me he would dispute the charges with his credit card company and take his displeasure to all social media outlets.
6. I understand that the customer wants his money back. How is that fair to our company? We have services provided and parts purchased that have been disposed of by the customer.
7. I can not offer proof that he part replaced was actually needed other than the error code which clearly stated what the problem was.
8. The bottom line is that the customer was dishonest and never had any intention of allowing us to honor our warranty. The customer was greedy, would not deal fairly when negotiating a refund. He could have had a refund minus the $85 diagnostic fee. Since he cost us the opportunity to retrieve the part all we are willing to do is refund the Total cost minus the $85 diagnostic fee and the part.
I believe that we are being beyond fair. We could easily take the stand that we provided a service, were willing to honor our warranty, the customer instead decided to purchase a new appliance and as a result we don't have to refund anything. The customer wants it all so at this time we are at an impasse.
Shady business practice by quoting something but doing something else, then charging customers for service trips and restocking fee.
My Whirlpool washer quit mid-cycle with error code F6E2 so I called Hartman to have it fixed. The repair man Chris shown up, said the Main control board needs to be replaced. Total part and labor estimated at $400. I paid a deposit of $200 that includes $85 for the first service if I would not have followed through with the repair. The following week Chris shown up with a board, replaced it and the machine still does not work, giving same error code of F6E2. He then said the Main control board needs to be replaced! What he replaced was the Expansion board, not the Main control board even though the repair quote was to replace the main control board. I stopped the repair service as this is shady business practice. I then called Lisa in the office to get the refund for the deposit and was told they charged me $85 for the first service, $85 for the second service, and $30 for restocking fee of the expansion board, therefore there is no money to refund! My problem is this: I signed up for a service to replace the main control board so if the business is not shady, how come Chris came with the Expansion board in the first place, and then have the gut to tell me to pay for the restocking fee? Secondly, it's the company policy that the first service cost of $85 is refundable when there is a repair afterward. They charged me for $85 for the second repair visit then why do I have to pay for the $85 for the first visit??? Regardless of the cost of the first or second visit, their business practice is based on fraud by quoting something and doing something else then have the gut to charge the customer.
Request that the company refunds $85 for the first service call, AND $30 for restocking fee because they brought the Expansion board instead of the Main Control Board.
From: *** (mailto:***)
*)
Sent: Tuesday, December 19, 2017 4:26 PM
To: Revdex.com
Subject: Re: Revdex.com Complaint Case# *** (Ref
*** - could you pls close this case as it has been resolved with the business?
Thanks