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Heartland TV, Audio and Appliance

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Reviews Heartland TV, Audio and Appliance

Heartland TV, Audio and Appliance Reviews (4)

service@Heartland TV and Appliance Attachments10:AM (minutes ago)to me Dear Ms***,Please find below the response to the complaint [redacted] Also find attached the document in word form.Please reply upon receipt, and thank you for your attentionRespectfully,Joseph L*** March 31, Joseph L***Heartland Tv and ApplianceBiltmore Place #7Willoughby, Ohio [redacted] ***Revdex.com RE: Complaint # [redacted] Dear Ms***,I am writing to you today in response to a letter of complaint received yesterday, March 30, ID # [redacted] .I would first state that the content and facts of the said complaint is clearly but not completely inaccurate, as well as some certainly statementsAnd also many deletions of the actual circumstances I also expect that the entire content of this response be logged and conveyed in completionFurthermore I will address the issues of the complaint in as orderly as possible.Also, much of the communication of this instance has been between Mr [redacted] and myselfThere has been very little interaction with [redacted] We have been in the repair business for many yearsOn average, we complete approximately fifteen hundred calls per year and generally have zero complaints which lead me to validity of this complaintOn or about September 20, I received a call for service from Mr [redacted] , regarding the Whirlpool refrigerator, which is approximately thirty years oldMr [redacted] complained of no ice makingI arrived at the home, and my first statement was “Do you really want to put money into this old refrigerator”?I evaluated the unit and found that the ice maker was defective and needed to be replacedAlso, at that time it was noted that the unit had been leaking and caused a substantial block of ice in the freezerI provided Mr [redacted] with an estimate and he said to continue with the repairI could not locate a model number at the time, and copied the number off of the original ice maker to obtain a new ice maker assemblyIn my search, and through the resources of my part supplier, I had learned that the refrigerator was not equipped with an ice maker from the factory, and that the ice maker was an “add on”, and was available by the manufacturer, and likely installed at purchase and original installation.I returned with the new ice maker on September 30, 2015, and met with Ms [redacted] I installed the new ice maker and turned the water supply valve on, located under the sinkAt that time, I advised Ms [redacted] that the water supply valve was turned off and that it may have to be adjustedI observed the operation of the ice maker turning and activate the inlet valve to fillDue to the fact that the ice maker will take twenty four hours or so to begin its cycle and produce ice (As stated on the ice maker unit itself) I could not confirm complete ice making operation at the time of visitThe bill was as follows; Ice maker unit $ Service call $Labor $(Which was discounted from our labor rate) and Sales tax $for a grand total of 196.51On or about October 30, I received a call from Mr [redacted] stating that the ice maker was again not operatingI visited on or about November and found that the ice fill tube was frozen (This was not replaced with the ice maker) I advised that the issue was possibly due to either a defective water inlet valve, located in the back of the refrigerator, or too high or too low of supplied water pressureI advised that I would replace the water inlet valveAt that time I did indeed locate the model plate and copied the model number to my notesI began searching for the valve, which became difficult because the model information does not include detail of the valve due to the ice maker system was an “add on” itemHowever, with the help of the part supplier we were able to order the inlet valveWhen I received the valve, I contacted Mr [redacted] and I scheduled an appointmentMr [redacted] advised me that his wife ( [redacted] ) would be home on Wednesday afternoonI do not recall the exact date, but I believe it to be on or about November 11, I called Ms [redacted] at approximately 3:00pm that I was on my way and Ms [redacted] stated that it was an inconvenient time and that I would have to make arrangements with Mr [redacted] I called Mr [redacted] at work and made an appointment for the following Saturday.I visited again and installed the new inlet valveI advised Mr [redacted] to call me if any further troubleAlso, I did not charge or bill for the valve or any additional labor or trip charge.On or about February Mr [redacted] called again stating that the ice maker had stopped workingI advised Mr [redacted] that I would confirm the warranty for the ice maker, and I would replace the ice makerI could not locate the part number that was installed, and again due to the fact that it was an “add on”, I had some difficulty locating the part number that was installedMs [redacted] states that I did not keep the receipt; This is an incorrect statementI could not locate the receipt because I had no part number to reference, in order find the receipt in my hundreds of parts receipts.I called Mr [redacted] and asked him to locate the part number on the ice maker unit itself, which he did, and I ordered the partI was indeed able to locate my receipt once I had the part numberOn or about March I visited and installed the new ice makerThere was no charge to the customerI called Mr [redacted] on March 7, to follow up and Mr [redacted] stated that the ice maker was working, however, the ice cubes were “Sticking together”I advised Mr [redacted] to lower the water pressure at the valve located under the sink supplying the water to the unit.I then received the complaint letter.I have done everything possible to satisfy this customer, and restore the operation of the ice maker systemThe entire ice maker system consists of only a few items; The self contained ice maker unit, the water inlet valve and a section of tubing between the two items.I have contacted Mr [redacted] in receipt of this complaint and advised that I would replace the ice maker unit once again, free of charge, although I believe the resulting failure is possibly, and likely related to water supply issues.Again, in resolution, I would most certainly replace the ice maker unit, again, free of charge The ice maker unit carries a day warrantyUnder circumstances our warranty is as follows;days parts warrantydays labor warrantydays service callHowever, as stated, I will replace the ice maker unit free of chargeRespectfully,Joseph L***

Consumer responded by phone 4/13/16-[redacted]Ms. [redacted] states that the complaint has been resolved.

service@Heartland TV and Appliance <[email protected]>Attachments10:27 AM (3 minutes ago)to me Dear Ms. [redacted],Please find below the response to the complaint [redacted]Also find attached the document in word form.Please reply upon receipt, and thank you for your...

attention. Respectfully,Joseph L[redacted] March 31, 2016 Joseph L[redacted]Heartland Tv and Appliance36470 Biltmore Place  #7Willoughby, Ohio 44094 [redacted]Revdex.com RE: Complaint # [redacted] Dear Ms. [redacted],I am writing to you today in response to a letter of complaint received yesterday,  March 30, 2016 ID # [redacted].I would first state that the content and facts of the said complaint is clearly but not completely inaccurate, as well as some certainly false statements. And also many deletions of the actual circumstances.  I also expect that the entire content of this response be logged and conveyed in completion. Furthermore I will address the issues of the complaint in as orderly as possible.Also, much of the communication of this instance has been between Mr. [redacted] and myself. There has been very little interaction with [redacted]. We have been in the repair business for many years. On average, we complete approximately fifteen hundred calls per year and generally have zero complaints which lead me to validity of this complaint. On or about September 20, 2015 I received a call for service from Mr. [redacted], regarding the Whirlpool refrigerator, which is approximately thirty years old. Mr. [redacted] complained of no ice making. I arrived at the home, and my first statement was “Do you really want to put money into this old refrigerator”?I evaluated the unit and found that the ice maker was defective and needed to be replaced. Also, at that time it was noted that the unit had been leaking and caused a substantial block of ice in the freezer. I provided Mr. [redacted] with an estimate and he said to continue with the repair. I could not locate a model number at the time, and copied the number off of the original ice maker to obtain a new ice maker assembly. In my search, and through the resources of my part supplier, I had learned that the refrigerator was not equipped with an ice maker from the factory, and that the ice maker was an “add on”, and was available by the manufacturer, and likely installed at purchase and original installation.I returned with the new ice maker on September 30, 2015, and met with Ms. [redacted]. I installed the new ice maker and turned the water supply valve on, located under the sink. At that time, I advised Ms. [redacted] that the water supply valve was turned off and that it may have to be adjusted. I observed the operation of the ice maker turning and activate the inlet valve to fill. Due to the fact that the ice maker will take twenty four hours or so to begin its cycle and produce ice (As stated on the ice maker unit itself) I could not confirm complete ice making operation at the time of visit. The bill was as follows; Ice maker unit $113.65  Service call $45.00 Labor $25 (Which was discounted from our normal labor rate) and Sales tax $12.86 for a grand total of 196.51On or about October 30, 2015 I received a call from Mr. [redacted] stating that the ice maker was again not operating. I visited on or about November 1 2015 and found that the ice fill tube was frozen (This was not replaced with the ice maker) I advised that the issue was possibly due to either a defective water inlet valve, located in the back of the refrigerator, or too high or too low of supplied water pressure. I advised that I would replace the water inlet valve. At that time I did indeed locate the model plate and copied the model number to my notes. I began searching for the valve, which became difficult because the model information does not include detail of the valve due to the ice maker system was an “add on” item. However, with the help of the part supplier we were able to order the inlet valve. When I received the valve, I contacted Mr. [redacted] and I scheduled an appointment. Mr. [redacted] advised me that his wife ([redacted]) would be home on Wednesday afternoon. I do not recall the exact date, but I believe it to be on or about November 11, 2015. I called Ms. [redacted] at approximately 3:00pm that I was on my way and Ms. [redacted] stated that it was an inconvenient time and that I would have to make arrangements with Mr. [redacted]. I called Mr. [redacted] at work and made an appointment for the following Saturday.I visited again and installed the new inlet valve. I advised Mr. [redacted] to call me if any further trouble. Also, I did not charge or bill for the valve or any additional labor or trip charge.On or about February 1 2016 Mr. [redacted] called again stating that the ice maker had stopped working. I  advised Mr. [redacted] that I would confirm the warranty for the ice maker, and I would replace the ice maker. I could not locate the part number that was installed, and again due to the fact that it was an “add on”, I had some difficulty locating the part number that was installed. Ms. [redacted] states that I did not keep the receipt; This is an incorrect statement. I could not locate the receipt because I had no part number to reference, in order find the receipt in my hundreds of parts receipts.I called Mr. [redacted] and asked him to locate the part number on the ice maker unit itself, which he did, and I ordered the part. I was indeed able to locate my receipt once I had the part number. On or about March 5 2016 I visited and installed the new ice maker. There was no charge to the customer. I called Mr. [redacted] on March 7, 2016 to follow up and Mr. [redacted] stated that the ice maker was working, however, the ice cubes were “Sticking together”. I advised Mr. [redacted] to lower the water pressure at the valve located under the sink supplying the water to the unit.I then received the complaint letter.I have done everything possible to satisfy this customer, and restore the operation of the ice maker system. The entire ice maker system consists of only a few items; The self contained ice maker unit, the water inlet valve and a section of tubing between the two items.I have contacted Mr. [redacted] in receipt of this complaint and advised that I would replace the ice maker unit once again, free of charge, although I believe the resulting failure is possibly, and likely related to water supply issues.Again, in resolution, I would most certainly replace the ice maker unit, again, free of charge.  The ice maker unit carries a 90 day warranty. Under normal circumstances our warranty is as follows;90 days parts warranty90 days labor warranty30 days service callHowever, as stated, I will replace the ice maker unit free of charge. Respectfully,Joseph L[redacted]

service@Heartland TV and Appliance <[email protected]>4:11 PMto me, maryk[redacted]19 Dear [redacted],Today, April 4, 2016 I received another letter regarding Complaint ID # [redacted] which appears to be an amendment to the original complaint letter. The receipt of this follows the response that I sent to you on Friday April 1, 2016 In reading this amendment, it is clear to me that [redacted] is not interested in being reasonable. Ms. [redacted] states in this letter that she is not able to request costs for unpaid work time? In the visits made to this customer, I arranged my schedule to Ms. [redacted]’s schedule and accommodated her requests for visit times. Or my visits were conducted on a Saturday at Mr. [redacted]’s request. Again as mentioned in my previous response; Most of the communication was between Mr. [redacted] and myself.I believe that I have been extremely reasonable in this matter and have done everything possible to satisfy the customer. There is also the cost of the new water valve which was installed that I have not yet requested payment for.With this said; Below, there are two options that I would consider as concession. 1)       I will replace the ice maker again at no charge.   OR2)       I will visit the customer and remove the ice maker and water valve and refund the cost of the ice maker only at $113.65 and the associated sales tax. Sorry, there will be no further accommodation. This offer will remain for five business days or until Monday, April 11, 2016 Regards,Joe L[redacted]

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Address: 36470 Biltmore Pl Unit 7, Willoughby, Ohio, United States, 44094-8234

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