Jerry's Appliance Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  1) Mr.[redacted] readily admits in the "real working world" manufacturers and servicemen do not comply to the ruling of providing parts for appliances for 7 years.  This seems to be gross negligence on Mr.[redacted] part to willfully ignore the correct process.  2) Mr. [redacted] called two vendors who instructed Mr.[redacted] that the parts were no longer available for the repair of my Samsung washer.  I went online and in 20 minutes found a supplier ([redacted]) and called the 1-800 # to confirm the replacement parts, price, shipping options and part description.  I have no appliance repair experience and found the parts whereas Mr.[redacted] (with his 29 years experience) and his two suppliers could not.3) Mr.[redacted] was at my home three times to try and repair my LG dryer and with each visit a new problem evolved.  After three service calls by Mr.[redacted] and no resolution I found it only prudent to get another opinion and I exercised my consumer rights.  A serviceman from [redacted] came to my home and stated all the newly replaced parts were NOT the parts for my LG dryer, the rollers and pins, pulley and belt, all the parts Mr.[redacted] replaced were not compatible for my LG dryer. The [redacted] serviceman asked to see the invoice to double check this information but I could not provide that invoice.  Why? Mr.[redacted] NEVER gave me a receipt or an invoice for the service (or lack there of) or for parts purchased and installed.4) I never did have additional service on my dryer since the quote from [redacted] was for several hundreds of dollars.  I can provide receipts for the purchase of my new washer and new dryer.  
Regards,
[redacted]

After examining and diagnosing the Samsung clothes washer I made 2 phone calls, one to myregular local supplier and one to my regular internet supplier. Both organizations informed methat the parts needed for this washer were not available. I trusted them and informed thecustomer. Even if they were...

available the cost was too high to repair the unit. I guess mymistake here was trusting my very long time suppliers with the proper information.This is nothing unusual. Every service person goes thru this procedure. We all have to trustsomeone. What was I supposed to do? Make 50 calls searching for this part?As for this law that all appliance manufacturers must have parts available for minimum of 7years, that may be the case but in the real working world where I live, manufacturers do not dothis. They can hide behind excuses like backorders, lost inventory and dozens of other reasonswhen they do not care to supply a part. And they frequently do this.At any rate, I did not charge her for my time or efforts on this second unit which many companieswill do.As for the situation with the LG clothes dryer with the noise issue: I did make 3 trips attemptingto repair the unit. Three times I traveled to her house using time and fuel and labor. I alsotraveled 2 times to my supplier for parts for the dryer. Parts that were carefully researched bymyself and my supplier. They were the proper parts for this unit contrary to what this otherappliance company claims.My agreement and my deal with all my customers of 29 years in this business is if you have aproblem with my repair, then you call me and I make it right one way or the other. You do notcall another company to finish the service. If you choose to call someone else, then allwarranties on work I did is void. How do I know if she is saying these things just to get hermoney back? That is, in effect to procure free service. I had no opportunity to remedy thesituation or even to look at unit again. I do not know what this other company did.I have been successfully repairing appliances for 29 years. Approximately 85% of all my presentbusiness is repeat and referral business. That does not happen if you do not know what you aredoing and take care of your customers in every way.I will not refund any money as I feel have charged the proper amount for this service and I wasnot given the opportunity to remedy the situation in an agreed manner before another companywas involved.

Review: I live in Eagle and I had you come to my home in late January to service my Samsung Washer. There was an error code on the machine that I could not bypass and service was needed. This wash machine was 2 years old. I also had you look at my LG Dryer which was less than 10 years old because it had a squeak sound. The diagnosis on the washer was that 3 parts at the cost of $400 would be needed for the repair. If you recall you stated two of the parts were no longer available, but after I researched online I found replacement parts through a different provider than you used. This should have been my first clue that something wasn’t right. The decision was made that for $400 it wasn’t worth repairing the wash machine and I would buy new. As for the dryer you stated it needed a new pulley and belt. The parts would have to be ordered and you’d return to complete the repair. About 10 days later you returned to repair the dryer. In that time frame I purchased a new washer and I was told by the salesman that parts are mandated by law to be made for 7 years for any appliance, even if the original company doesn’t make the part, the part must be manufactured by a supplier. This was my second clue that what you told me wasn’t quite right when it came to my washer and that you weren’t a qualified or knowledgeable service man. I already had paid you half for the parts so I chose to have you finish the job. After you replaced the pulley and belt on the dryer a few days later a very loud screeching/dragging sound developed. I again called you and you thought it was the rollers. The rollers had to be ordered and you returned in mid-February to replace those rollers which I only paid for the parts. As you finished replacing the rollers a monotonous thump sound occurred. I asked you about it and you said just close the door to the laundry room if it gets too loud. The noise only got louder as the days went on. At this point I had enough of Jerry’s Appliance and did not want to call you back to get yet another misdiagnosis. I called a certified, reputable service agency. And what did I find out? The pulley, belt and all four rollers were the wrong parts for my LG dryer!! I just paid you/[redacted] $258 for repairs that truly never got repaired. I just spent $650 on a new wash machine (plus warranty cost). Now I will need a new dryer since I am at square one all over again with that appliance. I will be spending approximately $1500 for faulty repairs, including buying a new washer and dryer. I asked you repeatedly for a receipt for the services, or lack there of, you provided but I have yet to receive that. No email, no invoice, nothing. Whoever you have coming in to do your books on that one day a week is also lacking in their abilities. I have no record of the parts or faulty you installed. I will also be filling a complain with the Revdex.com. Shame on me for believing you [redacted]. Shame on you for installing the incorrect parts on my dryer, being misinformed on parts for my washer and most of all shame on you for representing yourself as someone who can “repair and service your major appliances”....as your website states.Desired Settlement: Above is the letter/email I am sending [redacted] at Jerry's Appliance (###-###-####). I would like a reimbursement of the cost of $258 because that is the cost of the faulty parts and service I paid Jerry for supposed repair of my LG Washer.

Business

Response:

After examining and diagnosing the Samsung clothes washer I made 2 phone calls, one to myregular local supplier and one to my regular internet supplier. Both organizations informed methat the parts needed for this washer were not available. I trusted them and informed thecustomer. Even if they were available the cost was too high to repair the unit. I guess mymistake here was trusting my very long time suppliers with the proper information.This is nothing unusual. Every service person goes thru this procedure. We all have to trustsomeone. What was I supposed to do? Make 50 calls searching for this part?As for this law that all appliance manufacturers must have parts available for minimum of 7years, that may be the case but in the real working world where I live, manufacturers do not dothis. They can hide behind excuses like backorders, lost inventory and dozens of other reasonswhen they do not care to supply a part. And they frequently do this.At any rate, I did not charge her for my time or efforts on this second unit which many companieswill do.As for the situation with the LG clothes dryer with the noise issue: I did make 3 trips attemptingto repair the unit. Three times I traveled to her house using time and fuel and labor. I alsotraveled 2 times to my supplier for parts for the dryer. Parts that were carefully researched bymyself and my supplier. They were the proper parts for this unit contrary to what this otherappliance company claims.My agreement and my deal with all my customers of 29 years in this business is if you have aproblem with my repair, then you call me and I make it right one way or the other. You do notcall another company to finish the service. If you choose to call someone else, then allwarranties on work I did is void. How do I know if she is saying these things just to get hermoney back? That is, in effect to procure free service. I had no opportunity to remedy thesituation or even to look at unit again. I do not know what this other company did.I have been successfully repairing appliances for 29 years. Approximately 85% of all my presentbusiness is repeat and referral business. That does not happen if you do not know what you aredoing and take care of your customers in every way.I will not refund any money as I feel have charged the proper amount for this service and I wasnot given the opportunity to remedy the situation in an agreed manner before another companywas involved.

Consumer

Response: