Hotel Macomber

We did go to the customers house on 3-18-17 and 4-11-17, initially we adjusted the agitator bolt and pulley.  This is a normal 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.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:  The technician never made me aware of any plumbing repair prior to replacing the disposal.  When I called back the second time he said nothing of a plumbing elbow only that the part needed was for the disposal that was replaced.  It was after the issue persisted that they made me aware of the plumbing issue.  This picture that they have provided was provided to me after the dispute and after they had been their on 4 separate occasions.  Additionally, Mr C[redacted] informed me several times that they do not do Plumbing work.   In which case his technician should have ceased and desisted immediately.  He said that 3 time is the magic number per se however they were at my property 4 times .  Which according to them should be covered.  
Regards,
[redacted]

From: <[redacted]@sickappliance.com>Date: Wed, May 18, 2016 at 1:44 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 $382.55 for this repair.  We also said that we would discount this repair since she had already invested money in the microwave repair. Starting with our visit were up front with our original diagnosis and we provided 2 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 $64 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 $64 which was initially declined.  [redacted] should expect to receive the refund within the next 3 wks.  Tricia W[redacted]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 $90.35 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 repair. Our technician performed the required services for the...

service call fee charge. However, we do recognize that the appliance was misdiagnosed, and in that circumstance, the customer is due a 50% refund of the service call fee. We had a refund of $45.18 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:  1. Stopping payment on the authorized credit card charge and 2. Failing to notify us in writing that she was disputing the charge. We 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 to. To this date, the customer's balance is $75.18, $45.18 plus the $30 stop payment charge.

On Friday, 12/11/15, our technician was dispatched to the
residence of this customer to diagnose an issue with her ** washer. The
customer reported the washer was intermittently stopping during the
cycle.  Our technician and a trainee evaluated the washer, and it
completed a full cycle with...

no problem.  Our technician indicated to the
customer that it was operating properly at the time, and if she has a problem
with it again, to call us and he would come back for no char** as our service
call fee includes a 30 day service warranty.  The customer signed our
service agreement, paid the service call fee, and the technicians left the
residence for their next assignment.
Shortly after the completion of the service call, our
dispatch office received a phone call from this customer, who was highly
agitated and reported the washer stopped again. Our customer service rep ‘RC’
ask her to please stop screaming at her. The customer complained about the
service, demanded a refund, threatened reporting us to the Revdex.com, and declined
any resolution, including having the technician re-dispatched to evaluate the
washer.  The technician later indicated to the Manager that he and the
training were discussing the possible issue during the time that the washer was
running through the cycle. They were not ‘socializing’ as the customer
complained.
The customer called back within 20 minutes of her initial
complaint call, and another customer service rep ‘JS’ fielded the call (we have
4 full-time CSRs in the dispatch office).  The customer’s tone, which both CSRs characterized as ‘hostile’ and ‘belligerent’, was again threatening
to report us to the Revdex.com and demanding our physical location address. The
customer said it was the same CSR, however, it was not, and ‘JS’ couldn’t
convince her otherwise. ‘JS’ twice tried to provide the customer the Manager’s
email address to file a complaint and dispute the charge, but the customer
refused to take the email address or pursue any attempt to resolve this service
dispute. We did refuse to provide this customer with our physical location
address because of the highly agitated state of this customer, and the safety
of our employees is our first priority.
The fact that this customer reported this dispute to the Revdex.com
within 3 hours of the technician leaving her residence, declined to resolve the
service dispute in any amicable way with our office or manager, indicates to us
bad faith upon the customer’s part to resolve this dispute.  The customer
signed our Customer Service Agreement which indicates the customer’s agreement
to the terms, including the 30 day service warranty, which she has to this date
declined to apply, and failing to provide appropriate dispute notification
(notifying ADI in writing). We are still willing to honor the 30 day service
warranty, the service call fee that the customer agreed to and the service the
technician provided (dispatched appointment to customer’s residence and
evaluated the washer), was appropriate and no refund is due.

From: Tricia W[redacted]<[redacted]>Date: Mon, Jul 27, 2015 at 9:53 AMSubject: RE: RATINGTo: [redacted] <[redacted]>[redacted],Regarding the [redacted] complaint, our technician went to that customers home and provided a diagnosis & an estimate for the replacement of the ice maker.  The customer refused to pay our technician after we had provided the service for which we were hired.  As of now we have not received any type of payment from this customer, they are complaining about a service for which they did not pay for.Tricia W[redacted]Service AdvisorAppliance Doctor, Inc."Prescriptions for Your Sick Appliance"www.SickAppliance.comP. ###-###-####F. ###-###-####

From: Tricia W[redacted]<[redacted]>Date: Tue, Aug 25, 2015 at 11:51 AMSubject: Complaint ID # [redacted]To: [redacted] <[redacted]>[redacted], Regarding Complaint ID # [redacted]: We sent our technician out to diagnose a dishwasher and based upon the symptoms...

and history provided by the customer he decided it needed a new control board or touchpad or possibly both.  The cost of the new board replacement would have been $325 and  the replacement  of the touchpad would have been $425.  If both repairs were needed the estimate for the repair was discounted to $700 and the service fee of $95.35 would have been applied toward the repair.  Unfortunately there was an immediate stop payment on the check before the customer reached out to us to explain the issue.  If indeed our technician had misdiagnosed the unit we would have issued a refund, but it became impossible for us to rectify the situation once the stop payment was put on the check. Thank you.  Tricia W[redacted]Service AdvisorAppliance Doctor, Inc."Prescriptions for Your Sick Appliance"www.SickAppliance.comP. ###-###-####F. ###-###-####Find us on [redacted]: [redacted].[redacted]

We have reached out to this customer since the date of this letter.  We have left messages for the customer to return our calls so that we may reschedule her.  To date we have gotten no return calls and she has also cancelled her payment to us.  At this point we will need to proceed...

another way.