Hotel Macomber

[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 [redacted] , and find that this resolution is satisfactory to me I will accept the refund offered in the amount of $ I paid cash The refund check can be made payable to [redacted] and mailed to [redacted] ***, Bensalem Pa *** I will never do business with this company again due to their deceptive practices, lies that they wrote in their first response, and their rude and disrespectful customer service that they gave to me Regards, [redacted] ***

From: Date: Wed, May 18, at 1:PMSubject: ID # [redacted] To: [redacted] < [redacted] @myRevdex.com.org>Re: ID # [redacted] Our company dispatched our technician out [redacted] ***’s home to diagnose a broken range and a broken microwave The customer declined the repair of the range which needed a new igniter Our technician then looked at the microwave and stated it did need a new door, at which time he said he could order a new door or attempt to repair the door in an effort to keep the cost down for our customer The customer preferred to have the door fixed as opposed to replaced The customer called back over a week later stating she was having the same issue with the door not latching properly At this time it was obvious that the door indeed did need to be replaced and we quoted the customer $for this repair We also said that we would discount this repair since she had already invested money in the microwave repairStarting with our visit were up front with our original diagnosis and we provided options for the customer to consider, we did the original repair per the customer’s request, and lastly we attempted, in good faith, to reimburse the customer $after she had declined the repair and contacted us regarding the service.As reflected in our conversations with and actions toward the customer, it is clear we did attempt to satisfy her by offering a discount or a refund In an effort to resolve the issue and maintain good customer relations we will begin the refund process of the $which was initially declined [redacted] should expect to receive the refund within the next wks Tricia W***Service AdvisorAppliance Doctor, Inc."Prescriptions for Your Sick Appliance"www.SickAppliance.comP###-###-####P###-###-####F#-###-####Find us on [redacted] : www[redacted] .com/ApplianceDoctorInc

The service call fee total is $for this customer's appointment, which includes the scheduling of a technician to the customers home, a diagnosis of the issue with the gas dryer, and providing the customer with an estimate for the repairOur technician performed the required services for the service call fee chargeHowever, we do recognize that the appliance was misdiagnosed, and in that circumstance, the customer is due a 50% refund of the service call feeWe had a refund of $scheduled for issuance for March 24th, however, we did not issue the refund because this customer broke the Customer Service Agreement terms for which she signed and agreed to, by: Stopping payment on the authorized credit card charge and Failing to notify us in writing that she was disputing the chargeWe would have been more than willing to work with this customer's request had she sought the proper channel for resolution according to the Customer Service Agreement she signed and agreed toTo this date, the customer's balance is $75.18, $plus the $stop payment charge

From: Revdex.com of Metro Washington DCDate: Tue, Jan 12, at 9:AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: [redacted] < [redacted] @myRevdex.com.org>---------- Forwarded message ----------From: [redacted] *** < [redacted] @ [redacted] .com>Date: Mon, Jan 11, at 5:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: Revdex.com Please do not close this claim as it has not been settled I was not aware that I had a day guarantee - it was not told to me in any of my conversations or complaints - or I would have utilized the option The machine is still broken and I would like some type of resolution from the company.Thank you

We did go to the customers house on 3-18-and 4-11-17, initially we adjusted the agitator bolt and pulley This is a fix in most situations The second time that we went out we adjusted the agitator bolt again but at this point we recommended a new transmission, because the bolt attached would not stay securely tightened The customer states that they got a new agitator and that was the fix, however it is only temporary The agitator was never the main problem only systemic We strive to satisfy every customer and would not simply replace the agitator knowing that the bolt affixed to the transmission would be loose again As [redacted] I am willing to speak with this customer to try to resolve this issue

I understand *** ***'s frustration concerning this issue and as always we will and have tried to finalize this matter As the general manager I have spoken to her and her husband and at this point I am still waiting to hear from *** ***After speaking to her husband I was informed by
him to contact her, I did in fact reach out to her and spoke to her I have missed one call from her to date, we were advised that she would have to reach back out to me because I couldn't call her at the phone number she provided, due to work restraints *** *** was not charged for just a pump, it was actually the pump and the motorThough the pump had been replaced before there were coins and debri in the pump which caused it to fail Even though that was the case she was only charged $44.73, the cost of the part not labor There were many circumstances that led to the current status of her washing machine and I have explained them all , leaking water on the motor was the cause of the motor going bad With that being said our technician did not in any way overcharge or do unnecessary repairs, he understood her situation and tried to do what was best for the customer to include not charging labor on the pump and giving her $off of the order This situation can be resolved , and if there is an alternative way of contacting the customer to do so I will promptly reach out

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** & *** ***

Again let me reiterate our position We feel that our initial diagnosis is correct and stand by that however, we can not assume that the customers self repair did not do further damage to an already existing problemWe have no issue with going out to the customers house and re-evaluating the appliance for a service call call. Our service call fee is based on an evaluation and diagnosis, which we provided and are owed As the General Manager I decided to refund part of the service call fee in the spirit of good customer service I am willing to discuss this matter again with the customer

On 9-09-i left a message on the ***'s voice mail to give me a call, concerning any existing issues that they needed to address with meAs the General Manager it is my responsibility to solve any customer service concerns It is agreed that all monies paid except $will be returned to them, it is also noted that due to their dispute we incurred a $charge To date I have not received a return call

I am sorry that you were dissatisfied with our services Unfortunately the *** company, as with most other major refrigerator manufacturers, does not manufacture replacement parts for ice makers The *** factory on makes new ice makers to replace any faulty or broken units
Also, as in any other case we would not have been able to provide an estimate in advance of our technician going to the customers home

On 12/17/our technicians arrived at *** ***'s home to diagnose her *** washing machine While diagnosing the washer the technicians noticed that her latch was installed improperly, and notified her a such *** notified our technicians that her brother-in-law had
worked on the machine and installed the latch In the spirit of good customer service, our technicians repaired the latch free of charge We then presented her with a repair quote of $ At the time she declined the repair and asked the technician what was needed to repair her machine, the technician stated that she needed control and display boardsShe also asked if the technicians could repair her machine on their own time, after hours, at a cheaper rate if she got the parts herself Concluding the denial for repair our technicians departed the residence On 01/02/*** called to ask if our technicians could come out and re-diagnose her washer because it was a mis-diagnosis After several qualifying questions our customer service member discovered that she had replaced a control board and the washer was still not working Due to her self repair and the fact that she only replaced one of two parts as advised by our technicians, we explained that she would have to sign a waiver since she could have caused damage A service call fee of $was quoted due to this situation The washer was not mis-diagnosed and though parts were recommended to repair the washer , the customer only chose one to install and assume the our diagnosis was wrong *** has written that our technician did not give her all the information on the materials needed for her to purchase them, and that I agreed This is simply not true and it is clearly written on her service ticket ( both parts) To resolve the situation I offered *** a refund in that amount of $49.67, since she believed we gave her an improper diagnosis The refund amount was quoted to *** the same day that she spoke to the General Manager We strive for good customer service and truly understand those that wish to do it themselves but, we can not assume that there is not unintentional damage done due to inexperience

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:There are a number of inaccuracies in the business's response to my complaint1) The first being that I received quotes on both a pump and a motherboard on the day of the initial diagnosisI only received a quote on the price of a pump because I was told that in 99.9% of these cases, a new pump is placed in a machine and it fixes the problemOnly upon my pressing the issue of what happens if in that 0.1% time when it is not the pump was I told that then it would be the motherboardI was never given a quote on the mother board.2) When the new pump was installed, the technician was not even out of our driveway when I told my husband that the sensor light was still blinking indicating that there was a problem with the machineMy husband actually tried to catch the technician before he left our street but was not successfulWe were on the phone with the office within minutes of the technician leaving our houseIn fact, the technician left our house in such a hurry after installing the new pump that he left his company order book in our kitchenIt was not an hour after the technician left that we called to say that there were problems with the machine. 3) The company makes it seem like they are doing us a favor by "giving" us a new pumpThe new pump was not the problem with the machine and was never neededHowever, the technician removed our old pump (our property by the way) from our property when he left the houseIt is not like we could simply put our old pump back inWe were no longer in possession of itAm I supposed to just go without a pump in my machine?4) There was an incident between my husband and the technicianI do not dispute thatHowever, my husband never made any physical contact with the technicianThere was shouting and cursing exchanged as both men became heatedThe technician did tell us that he was leaving and stormed toward the door and my husband did follow him and tell him that he wasn't leaving when he hadn't fixed the problemThere was shoutingBut there was no physical contactIn fact, my father was also present at the time and stood in between the tech and my husband and helped to calm the situation and can assure that my husband never made any contact with the technicianThe tech was unprofessional upon being questioned and I am not saying that my husband was not loud and upset but there was no physical altercation. I also have extensive notes on this issue that I had composed regarding all of my contact with this company for my dispute with the credit card company and for documentation purposesI am uploading them for your reviewYou can see from this documentation that I continue try to resolve this issue and receive the refund I was guaranteed by the company (minus the $which I did agree to pay for the initial service call)I have also included the email from the company saying I would be reimbursed all charges but the $However, you will see in my notes that I was advised by my credit card company not to undispute the charges and that the company could issue the refund with the charges disputed. Regards,
*** ***

Our technician went for the initial visit to the customer’s house on 8-15-16, he advised the customer that due to the complexity of the issue it could be either the pump or the board that was faulty Our technician gave the customer estimates for both The customer decided to go with the
pump repair The technician ordered the pump and on the return visit the technician assured the customer that he would properly repair the washer, he also agreed to refund the cost of the pump if it did not fix the problemAfter the pump was installed, he ensured that the machine was running and cycling, once confirmed he showed the customers and left for his next appointment. The customer called customer service to say that the machine was not working approximately an hour later. Advised of the situation the technician rerouted himself in order to return to the residence. The technician re-entered the home discussing the situation with the customer at which point the customer became irritated and using foul language. Our technician still assured the customer that they would not have to pay for the pump and would remove it but due to the abusive language he decided to leave the part installed and still process a refund. While he was leaving, the customer tried to refrain him from leaving the residence by running behind him before he reached the door, causing our technician to turn in a defensive posture as the customer plowed into himThis is considered to be a form of assault. The customer also spoke to the General Manager and admitted the he tried to stop the technician from leaving the house (also stated in customer’s complaint)After the General Manager was informed of the situation by the customer and the technician , an informed decision was made to not put another employee in the same position. The customer was offered a full refund minus service charge, though they had a brand new pump installed. The general manager spoke to the customer again to ensure that the refund would be done. The customer did however hinder the process by placing a stop payment on their credit card, this dispute not only stopped our ability to refund the customer in a prompt manner but the company incurred a $FEECharges were reversed on 8-26-and the technician is still contemplating formal assault charges due to the physical contact and aggressive behavior by *** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: The company writes "that the *** company, as with most other major refrigerator manufacturers, does not manufacture replacement parts for ice makers The *** factory only makes new ice makers to replace any faulty or broken units." On the contrary, I found a website that sells authentic *** ice maker partsThe website is: www.partselect.com; a link for the website:http://*** The website also provides a how to repair your ice maker video. ALSO the following is taken directly from the Appliance Doctor website:Refrigerator Service and Repair in Philadelphia & Suburbs AreaOur technicians will service your refrigerator no matter the typeTop freezer refrigerators, side by side refrigerators, and french door refrigeratorsWhat if you have a foreign brand? We service them all!Brands like ***, ***, *** ***, ***, *** ***, **, ***, ***, *** ***, ***, ***, ***, ***, and more. Once we establish a diagnosis, our clean, professional and courteous technician will provide you with up-front pricing prior to starting any repairAll repair work performed by us is 100% fully guaranteed. Appliance Doctor utilizes Genuine Factory Specification Parts whenever possible to ensure you get the job that you are paying forOur goal in performing your repair is to get you the best result possibleWe don’t take short cuts just to save a buck, because you expect us to do our job right, the first timeWe won’t sacrifice your trust, or our reputation. Appliance Doctor offers expert refrigeration and appliance repair services to residents of Bucks, Montgomery, Delaware, Chester, and Philadelphia CountiesOur trained and highly experienced technicians have all of your repair needs covered.Call us today toll free at ###-###-#### for reliable and fast refrigeration or appliance repair serviceIf you have any questions or comments, feel free to email usThe company response states, "Also, as in any other case we would not have been able to provide an estimate in advance of our technician going to the customers home." If Appliance Doctor does not repair ice makers, what would they be estimating??? They should have informed us up front that they only replace ice makers and charge $to do so. Lastly, and most importantly, I watched a video on Youtube on how to repair a *** ice maker and was able to repair the ice maker myself Why would a repair company that offers "expert refrigeration and repair services" send a technician that can't repair an ice maker? Appliance Doctor sent (via Priority Mail") a third copy of the invoice plus late feesI do not feel I owe the company any payment because they did not provide me with (or even attempt) the repair service advertised on their own website
Regards,
*** ***

I am seeking full refund, end of story Their technician is, was wrong

On 01/06/we went to *** ***'s rental property to evaluate his refrigerator and garbage disposer A service call fee was collected for the refrigerator because repairs were not needed and he was advised to defrost it, however it was determined that the disposer
needed to be replaced After speaking to *** ***, the repair was authorized Prior to the repair our technician notified *** *** about the plumbing (picture attached), the elbow was completely rusted While doing the repair / replacement of the disposer, our technician decided to repair the customers plumbing, because the deteriorating plumbing could have caused the customer major issues. *** *** was not charged for the labor which was approximately $220, because our technician felt that it was great customer service Our technicians did have to return to *** ***’s rental property because the drain pan overflowed due to defrosting and to tighten the elbow in the plumbingOn each subsequent visit the customer was not charged and the issues were fixed. As per our General Terms and Conditions, “Customer agrees that ADI shall have the right, at its sole discretion, to repair Customer’s appliance at least three (3) times before providing any or applying any above limited warranty. Further, Customer acknowledges and accepts that ADI’s service call procedures and charges thereon, as outlined above, shall apply to any follrepair or warranty service repair call.” When *** *** found out that he had problems with the garbage disposer he did not call to advise us of his situation, nor did he give us the opportunity to honor our warranty. The drain hose was not repaired but simply moved to an elevated position*** *** did call me concerning his issue and requested that we reimburse him $for the repair of his drain hoseAfter several calls and research I advised him that he did not give us the chance to rectify his issue as per our Customer Services Agreement and General Terms and Conditions

Unfortunately the customer has decided to dispute charges for services rendered via his credit card companyWhich is over and above the cost of the charge he is disputing here At this point there is no resolution until our company contends with the dispute from the credit card company

We will call both parties to try to resolve this issue

[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 [redacted], and find that this resolution is satisfactory to me.  I will accept the refund offered in the amount of $49.76.  I paid cash.  The refund check can be made payable to [redacted] and mailed to [redacted], Bensalem Pa [redacted].   I will never do business with this company again due to their deceptive practices, lies that they wrote in their first response, and their rude and disrespectful customer service that they gave to me. 
Regards,
[redacted]

From: Revdex.com of Metro Washington DC<[email protected]>Date: Tue, Jan 12, 2016 at 9:03 AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted] <[redacted]@myRevdex.com.org>---------- Forwarded message ----------From: [redacted] <[redacted]@[redacted].com>Date: Mon, Jan 11, 2016 at 5:10 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: Revdex.com <[email protected]>Please do not close this claim as it has not been settled.  I was not aware that I had a 30 day guarantee - it was not told to me in any of my conversations or complaints - or I would have utilized the option.  The machine is still broken and I would like some type of resolution from the company.Thank you.