J. B. Hostetter & Sons

[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: [redacted] I am rejecting this response because: It's been a week since Ken said that they have decided to refund me the $back but I still have not see the refundOnce again it shows how poorly they treat their customers and how unprofessionally they resolve issuesAlso, I have yet to see an apology from J.BHostetter and Sons Incfor the way they have mistreated one of their customers Regards, [redacted]

On June 1, 2015, we took a call from [redacted] (I am using her first initial of her last name so that she is not personally identified) in our service departmentShe stated that her dryer quit runningShe asked if we can have someone stop by her home and check into the issueWe told her that the charge for the diagnosis is going to be $The price includes our analysis of the dryer and an estimate of the cost of the repairShe agreed to this, and we set up a time for the service call.The next day (June 2, 2015), our appliance technician stopped by her home to check into the complaint that was shared with usHe validated the claim that her dryer was not running, and began a thorough examination of the dryerHe checked both components that would cause this issue, and Wiring between each of the componentsThis included the main control panel switches, the main control circuit board, and the motorHis conclusion was that the drive motor was bad, which explains why the unit was not runningHe called back to our parts department from her home to get a price and availability of the part so that he could provide an estimate to the customerHe gave the estimate to her, and left the info with her to get back to us on her decision.We got a call on Friday June 5th at 8:20pm from [redacted] He talked with the guy in the parts department and told him that the dryer was misdiagnosed by our technicianHe told our parts guy that the motor is not defective [redacted] was told that I will contact him on MondayI called Monday and got a voicemailWe ended up trading voicemail messages until I was able to talk with him on TuesdayHe told me that he decided to order a new motor and replace it himselfHe told me that the new motor did not solve the issue and that he realized that the mounting bracket was brokeThis was causing the motor to lose its electrical drawThe result is that it would start running for a few seconds, and then stop runningHe stated that he did a temporary repair with some sort of a tie strapHe told me that installing the tie Strap was a temporary solution to the problem and that he needed to get the correct bracket for a permanent fixHe shared with me that he feels that we should refund his money for the service call at a minimumAt this point in time, I had not talked with our technicianThis was in the afternoon, and our technician was out on service callsHe was off the following day, which was Wednesday, so I would not have a chance to talk with him about this until ThursdayI told [redacted] that I would call him back after had a chance to talk with our technician.I talked with our tech on ThursdayHe remembered the service call in great detailHe was able to describe the setting, the condition of the dryer, and all that he did on the appliance in his search for the issueHe told me that he was quite sure that the motor did not have a broken bracket, as [redacted] had claimedHe also stated that the motor did not start at all, which is what the original complaint was when [redacted] called us initiallyDuring my conversation with [redacted] on Tuesday, I had given him my email so that he could email a picture of the problem that he shared with meI printed the picture out so that my tech could carefully look at the item that [redacted] was referring toMy technician stated that the bracket was not brokenHe also stated that in all of the years that he has been repairing appliances, which includes probably hundreds of dryers, he has not seen that bracket break on its ownHe felt that the only way that it would break would be if someone was not sure how to properly remove it from the unit, and bent it by prying it in a way that it was not designed to be bentIt is a very durable part, and is not one that normally fails.I talked with our senior technician, who has been working on appliances for over yearsThis gentleman used to be a field technician for a manufacturer, and is extremely knowledgeable on appliance repairsI shared all of the info and pictures with him, and asked his opinion on this situationHe confirmed the previous comment on the unlikeliness of this part failingHe said that he has run into situations where the bracket was not put on correctly, and has sprung off and was lying loose in the bottom of the dryerWhen this would happen, the problem that would be described was a thumping noise when the motor was runningIt was not that the motor was inoperable, as [redacted] describedOur senior technician also echoed the comment that his bet is that someone did not know how to remove the bracket, and ended up breaking it off of the motor.I called [redacted] on Friday and shared all of this info with himI questioned him about the purchase of the new motor and his installation of itHe told me that he has the old motor on the machine, and that he was able to get it to work temporarily with a tie strapHe told me that he needs to have a new bracket for it to be repaired permanentlyHe told me that my technician is lying to me and that he is covering the fact that he performed a poor diagnosis on his dryerHe also shared with me that he works in equipment repair and that he knows how mechanical systems workI surmise that he shared this info with me to let me know that he also is qualified to fix his dryer and that he knows what he is talking aboutI told [redacted] that I am not doubting his abilityI told him that I wanted to take some time to go over all of the information that we discussed this weekend, and get back to him next week.I called [redacted] on Monday June 15th at 11:amI went over all of the info that we talked aboutexplained that we have a difference of opinion on what went down on June 2ndI told him that I have a tremendous amount of faith in my technician, due to my history with him and the numerous positive comments that I have received about himOne of the undertakings that I handle is making follow up calls to sales and service customersThis technician consistently receives high praise on his professionalism, skill, and treatment of his customersI also shared with [redacted] all of the facts and feedback that I was able to receive on the incidentI told him that I feel that my technician provided an accurate assessment of his dryer, and that I plan on standing by his judgmentI told him that we will be glad to come out and proceed with the repairI told [redacted] that if he was correct, and that we found out that a new motor would not fix the dryer, and that a new bracket was the correction that is needed, we would only bill him for that part and the time to replace itHe became extremely irate with me at this point when he realized that I am not in agreement with himHe threatened to call the Revdex.com and his credit card companyHe told me that whether I gave in to his request or not, he is confident that he will get his money back from the credit card companyHe also told me that he will never call us for another appliance repairI replied my telling him that based on his reaction, we will not come out to work on his dryer in the futureRight after I shared this with him, he hung up the phone

We have decided to refund [redacted]s credit card for the amount of $95.35. This is the original amount that was charged on June 2, 2015.This is the resolution that was offered on 7/16/15. We were waiting to hear back from the Revdex.com before proceeding. Since this response is being rejected, we are unsure of what route to take moving forward.

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
[redacted]'s letter is not an apology for wrongly mistreating his customer but rather is filled with lies and he also manipulated and twisted my words. In fact the only paragraph of his letter that is true to my knowledge is the first one which states that my wife called J. B. Hostetter & Sons for service on our dryer.In paragraph two, Ken wrote that his tech checked the motor. This is the first lie. In order to check and inspect the motor, the dryer's main drum must come out. My wife who was at home seen the technician only take off the front facing of the machine. The technician must have only tested the control penal and the wiring that come into it and noticing that the motor was not spinning concluded that it was faulty. If he would have done his job the way he should have and inspected the motor, he would have noticed that the bracket was broken and that when any tension that was applied by the belt on the motor would have raised the one side of the motor making it "kink" the shaft that spins the fan and thus preventing it from spinning.In paragraph three, Ken wrote that he called me on Monday and left me a voicemail and that "We ended up trading voicemail messages until I was able to talk with him on Tuesday." This is the second lie. Ken never called me on Monday and I did not receive any voicemail massages from him. I had to call back on Tuesday because I thought that they were ignoring my massage that I left with the "parts guy". This showed me that the customer service that J. B. Hostetter & Sons provide is very poor. Also in this paragraph Ken wrote "He told me that the new motor did not solve the issue and that he realized that the mounting bracket was broke." Here Ken is twisting my words. I never had a chance to install a new motor that I bought (the one I did not need in the first place) because upon inspection of the motor, the one that his technician missed to do, I noticed that the problem was not in the motor but in the motor bracket. The fourth lie that Ken wrote about is also found in the this paragraph. Ken wrote "The result is that [motor] would start running for a few seconds, and then stop running." I told him that the motor would NOT run at all. Instead what I said was that when I would start the dryer, the motor would "hum" for a few seconds and then trip the breaker.In paragraph four, Ken wrote "[Technician] told me that he was quite sure that the motor did not have a broken bracket" and "My technician stated that the bracket was not broken." So now we have two workers of J. B. Hostetter & Sons who are not telling the truth. Once again, if the technician would have done his job, he would have taken the drum out and would have seen that the bracket that was supposed to have been holding the motor down was lying below the motor in two pieces. But instead of admitting to his fault, the technician went on to imply that I broke the bracket by saying that the only way that this bracket would have broken is "if someone was not sure how to properly remove it from the unit, and bent it by prying it in a way that it was not designed to be bent. It is very durable part, and is not one that normally fails." First of all this bracket is maybe 1/16" thick and is flexible - this is opposite of durable, but if he was as good of a technician as Ken describes him to be he would have known that. The second point to this is once I wire-tied the old motor in place, the motor now spins freely with hardly any effort. If the bracket was not broken at the time the technician was "servicing" the dryer and the motor was properly secured with the two brackets then I would never have called for service in the first place.In paragraph six Ken wrote "He also shared with me that he works in equipment repair and that he knows how mechanical systems work." Then he goes on to say the reason I said this is to make him believe that I'm qualified to fix my dryer. Once again Ken is manipulating my words and lying as to what I told him. I told him that I work in a service department taking service calls and diagnosing/troubleshooting problems over the phone on comercial cleaning equipment. I told him this when we were talking how a business should treat their customers. I explained to him that the way he treated me as a customer was very unprofessionally.The next lie (I lost track of how many this is now) is found in paragraph seven. This is actually a little comical. Ken wrote that "One of the undertakings that I handle is making follow up calls to sales and service customers." It is interesting to me that no one called me and ask me about what kind of service I received. I had to call three different times before I was able to talk to a so called "manager". Once again this shows me of how poor of a customer service Ken is providing. Later Ken wrote that "I told [redacted] that if he was correct, and that we found out that a new motor would not fix the dryer, and that a new bracket was the correction that is needed, we would only bill him for that part and the time to replace it." Once again Ken is flat out lying. I told Ken that J. B. Hostetter & Sons should either refund me my $95.35 which I paid them for misdiagnosing the problem with my dryer or come out and replace the broken bracket free of charge as they should have fixed this on the first visit. Ken told me that he will not do that but instead he told me over the phone that he will be placing my account on a list to no longer do any business with me in the future. I replied to Ken's remark by telling him that I will never do any business with a company that treats their customers in such a manner and will tell others of my experience.To conclude, I am rejecting this response because one of the managers from J. B. Hostetter & Sons has deliberately lied and manipulated words about what happened and  I have not seen any promise from J. B. Hostetter & Sons on a corrective action.Regards,
[redacted]

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
It's been a week since Ken said that they have decided to refund me the $95.35 back but I still have not see the refund. Once again it shows how poorly they treat their customers and how unprofessionally they resolve issues. Also, I have yet to see an apology from J.B. Hostetter and Sons Inc. for the way they have mistreated one of their customers.
Regards,
[redacted]

On June 1, 2015, we took a call from [redacted] (I am using her first initial of her last name so that she is not personally identified) in our service department. She stated that her dryer quit running. She asked if we can have someone stop by her home and check into the issue. We told her that the...

charge for the diagnosis is going to be $89.95. The price includes our analysis of the dryer and an estimate of the cost of the repair. She agreed to this, and we set up a time for the service call.The next day (June 2, 2015), our appliance technician stopped by her home to check into the complaint that was shared with us. He validated the claim that her dryer was not running, and began a thorough examination of the dryer. He checked both components that would cause this issue, and Wiring between each of the components. This included the main control panel switches, the main control circuit board, and the motor. His conclusion was that the drive motor was bad, which explains why the unit was not running. He called back to our parts department from her home to get a price and availability of the part so that he could provide an estimate to the customer. He gave the estimate to her, and left the info with her to get back to us on her decision.We got a call on Friday June 5th at 8:20pm from [redacted] He talked with the guy in the parts department and told him that the dryer was misdiagnosed by our technician. He told our parts guy that the motor is not defective. [redacted] was told that I will contact him on Monday. I called Monday and got a voicemail. We ended up trading voicemail messages until I was able to talk with him on Tuesday. He told me that he decided to order a new motor and replace it himself. He told me that the new motor did not solve the issue and that he realized that the mounting bracket was broke. This was causing the motor to lose its electrical draw. The result is that it would start running for a few seconds, and then stop running. He stated that he did a temporary repair with some sort of a tie strap. He told me that installing the tie Strap was a temporary solution to the problem and that he needed to get the correct bracket for a permanent fix. He shared with me that he feels that we should refund his money for the service call at a minimum. At this point in time, I had not talked with our technician. This was in the afternoon, and our technician was out on service calls. He was off the following day, which was Wednesday, so I would not have a chance to talk with him about this until Thursday. I told [redacted] that I would call him back after had a chance to talk with our technician.I talked with our tech on Thursday. He remembered the service call in great detail. He was able to describe the setting, the condition of the dryer, and all that he did on the appliance in his search for the issue. He told me that he was quite sure that the motor did not have a broken bracket, as [redacted] had claimed. He also stated that the motor did not start at all, which is what the original complaint was when [redacted] called us initially. During my conversation with [redacted] on Tuesday, I had given him my email so that he could email a picture of the problem that he shared with me. I printed the picture out so that my tech could carefully look at the item that [redacted] was referring to. My technician stated that the bracket was not broken. He also stated that in all of the years that he has been repairing appliances, which includes probably hundreds of dryers, he has not seen that bracket break on its own. He felt that the only way that it would break would be if someone was not sure how to properly remove it from the unit, and bent it by prying it in a way that it was not designed to be bent. It is a very durable part, and is not one that normally fails.I talked with our senior technician, who has been working on appliances for over 35 years. This gentleman used to be a field technician for a manufacturer, and is extremely knowledgeable on appliance repairs. I shared all of the info and pictures with him, and asked his opinion on this situation. He confirmed the previous comment on the unlikeliness of this part failing. He said that he has run into situations where the bracket was not put on correctly, and has sprung off and was lying loose in the bottom of the dryer. When this would happen, the problem that would be described was a thumping noise when the motor was running. It was not that the motor was inoperable, as [redacted] described. Our senior technician also echoed the comment that his bet is that someone did not know how to remove the bracket, and ended up breaking it off of the motor.I called [redacted] on Friday and shared all of this info with him. I questioned him about the purchase of the new motor and his installation of it. He told me that he has the old motor on the machine, and that he was able to get it to work temporarily with a tie strap. He told me that he needs to have a new bracket for it to be repaired permanently. He told me that my technician is lying to me and that he is covering the fact that he performed a poor diagnosis on his dryer. He also shared with me that he works in equipment repair and that he knows how mechanical systems work. I surmise that he shared this info with me to let me know that he also is qualified to fix his dryer and that he knows what he is talking about. I told [redacted] that I am not doubting his ability. I told him that I wanted to take some time to go over all of the information that we discussed this weekend, and get back to him next week.I called [redacted] on Monday June 15th at 11:14 am. I went over all of the info that we talked about. explained that we have a difference of opinion on what went down on June 2nd. I told him that I have a tremendous amount of faith in my technician, due to my history with him and the numerous positive comments that I have received about him. One of the undertakings that I handle is making follow up calls to sales and service customers. This technician consistently receives high praise on his professionalism, skill, and treatment of his customers. I also shared with [redacted] all of the facts and feedback that I was able to receive on the incident. I told him that I feel that my technician provided an accurate assessment of his dryer, and that I plan on standing by his judgment. I told him that we will be glad to come out and proceed with the repair. I told [redacted] that if he was correct, and that we found out that a new motor would not fix the dryer, and that a new bracket was the correction that is needed, we would only bill him for that part and the time to replace it. He became extremely irate with me at this point when he realized that I am not in agreement with him. He threatened to call the Revdex.com and his credit card company. He told me that whether I gave in to his request or not, he is confident that he will get his money back from the credit card company. He also told me that he will never call us for another appliance repair. I replied my telling him that based on his reaction, we will not come out to work on his dryer in the future. Right after I shared this with him, he hung up the phone.