Just Appliance Repair, Inc.

Review: I contacted this company regarding my washing machine that stopped working. I clearly explained that the machine was not advancing through cycles and due to that issue I wasn't sure if there were other issues with the agitator or drum. When the technician arrived explained what was wrong again clearly asking if the machine was worth fixing. I was reassured that is was fixable and just needed the timer replaced and that all other parts were okay. He proceeded to give me a quote and at the same proceeded to attempt to sell me a service contract. I listen to his sales pitch and decided to purchased the service contract. He was to return in a few days to complete the repair. On the morning of the appointment I received a call around 9 am stating that the wrong part was delivered to the company and we would have to reschedule. We rescheduled for a week later. He came and change the part. As he got ready to leave, I asked again if the agitator and drum where working properly. I was reassured again that all parts on the machine were working properly. As soon as he left, I put a small load to wash in case anything went wrong I could contact them right away. With that first load the machine reached the spin cycle and make a deafening noise and would not advance to the spin cycle. The noise was one that could not have been overlooked had the technician truly tested all the parts on the machine before leaving. I called immediately to let the office know that the machine was not working and reached a voice mail where I left a message. I was not contacted the following day. I had to call and leave a message again and that call was returned the following day. Once I was on the phone with the technician I proceeded to let him know what was wrong to which his response was argumentative and hostile. He was fixated on telling me that I never mentioned damage to the drum or agitator during any of his visits. That all I stated was that the timer was damaged. I tried several times to explain myself to no avail and to which he finally hung up on me. To say I was shocked is an understatement. I immediately called the office to speak with a [redacted] and received voice mail again. I left a message and exact times I can be reached since I don't have easy access to a phone at my job. No called was returned and I tried several times to call. It wasn't until I used a friend's phone did someone answer because now it wasn't my phone number showing up on the caller ID. I spoke with the [redacted] to let her know what took place and she was not friendly at first herself. She claimed she didn't know what was going on and would have to get back to me. She eventually did and was more accommodating this time but when I made the request for a new technician to come to the house she said it is against company policy. Once a technician starts a job s/he has to finish the job. I told her I was uncomfortable being home alone with someone who was very hostile to me. I asked to speak with the person who has authority to reconsider the company policy under the circumstances and was told it would be useless because there are no exceptions. No matter how I asked for the name of the person in charge she avoided the answer at all cost until she said she is the office [redacted] and the technician that came to my house was the service [redacted] and they are as high up as I can go with my complaint. So I went ahead and made the appointment feeling I had no other choice. I requested my money back and was told service contracts are non-refundable. He came again to repair the washing machine and now stated he had to order yet another part. He returned a week later and again stated all was in working condition. This time I heard the machine spinning and draining and felt confident that all was fixed. He did mention there was one other piece that needed to be ordered but I could wash small loads until he came back in a week's time to fix the other piece. Again as soon as he left I go to use the machine and it reaches the rinse cycle and just dies. I call again and have to leave a message. Again my call is not returned right away. Once it is I am told another part needs to be order, diagnosis of issue was done over the phone. Needless to say, I am now without a washing machine for two months and feel that this company is not doing their best to rectify the manner. I am completing frustrated.Desired Settlement: I would like the service contract terminated and to be reimbursed the moneyI spent to pay for the agreement.

Business

Response:

The business has responded. Please see below:We are sorry to hear that your experience was not satisfactory regarding your washer service. We understand how stressful it is to be without an appliance for a prolonged period of time and apologize for any miscommunication regarding the issues it was experiencing. Please note that during busy times of the day, you may have to leave a voice mail if no one is available to take your call- we will respond as soon as the message is received. Also, office policy is that the tech that began the job must complete it- this avoids confusion of another tech who would not be familiar with the job and the steps taken for repair and to ensure that a less experienced tech is not given a job he cannot handle. This helps ensure customer satisfaction. In reference to receiving a refund; as we have already discussed, on March *,15 you were aware that: Service Agreements are Non-Refundable and Customer accounts will be given credit only, in lieu of refunds. Whe n you spoke with the office, your response at the time was that you would cancel the washer repair and purchase a new one, as you did not want to wait for the part to be ordered. You stated you would call the office back and let us know which appliance you would replace the washer with on your service agreement to keep it in force, since you had purchased it and would only receive account credit otherwise. At your earliest convenience, please contact the office Mon-Fri 8:30-5pm, with your decision. We value you as a customer and thank you for your feedback.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I an writing to inform you that no resolution has been reached between Just Appliance Repair and myself. I made the request to be reinbursed. I was told that would not happen as service contracts are non-refundable. I can transfer the contract to another appliance. This is not an option for me. My experience with this company was horrible to the point that I wouldn't trust them to fix anything in my house. After paying them and having to take time from work for each appointment, I wound up purchsing a new washing machine. This company did very little to help me after taking my money.[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Thank you for your recent feedback, and the opportunity to address it. We understand the frustration of an appliance breakdown and the inconvenience it causes to customers when repairs don't run smoothly. Just Appliance Repair made every effort to accommodate you and the needs for your repair. When you alerted us that there was still an issue, the tech returned and ordered parts to address this problem, at no cost to you. If your appliance had not been economically feasible to repair, the technician would have brought this to your attention. While waiting for your parts, however, you contacted us and said you would purchase a new washer, rather than wait for the parts for your repair to arrive. As discussed and acknowledged by your signature when you purchased your service agreement, you were aware that service agreements are non-refundable and only account credit would be issued. We advised you that if you did purchase a new washer, we w ould gladly allow you to replace the washer with any other appliance of your choice. You stated you appreciated that, as you wanted to keep your service agreement enforce and you would call back with your choice of appliance for replacement. In keeping with the terms and conditions you agreed to, a refund will not be given, only account credit issued. We are sorry that you did not have a good experience with us, we value every customer and strive to provide quality and professional services. Your feedback will help us better serve others. Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I have yet to receive an explanation nor have you acknowledged the unprofessional manner in which your tech handled the situation. He was rude and extremely defensive. To date he hasn't apologized. Your responses make it seem like you were doing everything you could to remedy the matter which is false. When I signed that service agreement it didn't state that I would be treated with hostility. When I asked for another tech to service the machine I was denied and wasn't allowed to talk to anyone else concerning the matter besides the office manager. You did not fix the problem quickly. The first appointment the wrong part was ordered and I wasn't notified until the day of the appointment after I had taken time off from work. The part came in a week later and the machine still didn't work. You did not prioritize my case because an appointment to come back was days later at which point another part had to be ordered and we would have to wait a week for that. That part didn't arrive on time either. You making it seem like we ran out and bought a new machine just because, which is totally false and you are misrepresenting your self to the Revdex.com. We had no choice but to purchase a new machine. There was one problem after another with you and it reached a point that as a customer we didn't trust your honesty. You robbed us of our money and we will tell everyone we know not to use your company. We will take this to an attorney if need be to attain some kind of resolution. You run an untrustworthy company and you should be embarrassed by the way you treat your customers. Not only are we out the $300 you stole from us but all the money we had to spend to wash at the laundromat. You are be no means sorry about the experience we had with you. If you were you would do the right thing and give us back our money. It's obvious you don't run a reputable company and I will make sure to get the word out.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: On Tue June **, [redacted] came to my house to look at my broken washing machine.

He charged me $553.47 for repair plus 2 year maintenance contract for 3 appliances. I paid by check.

On Thu July **, he came again, allegedly with the replacement part, but declared he could not fix the machine, but would provide me with a replacement washer.

On Thu August *, I was told he could not find a replacement machine, and would issue me a refund for $393.47 [$553.47 (contract amount) - $160 (his labor)] within 3 to 4 weeks.

I inquired about the refund on Thu Sept ** and got the following answer:

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Mr. H[redacted],

I don't know the status of your refund check but I will look into it and email you as soon as it goes out. Thank you.

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I inquired again about the refund on Fri Sept ** and got the following answer:

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Actually you're not entitled to a refund as it states in our terms and coditions trip charge, parts, labor, and service agreements are non refundable.

You also agreed to it by signing the work order. We made an exception for you to issue you a partial refund. Once the paperwork is processed then you will receive it. Do NOT email me again regarding this issue. Thank you

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Nothing further was heard from them.

More than 10 weeks have now passed, and still no check for the money they agreed they would refund to me WITHIN 3 TO 4 WEEKS.

Paperwork for such transaction should not take that long. This delay is not acceptable.Desired Settlement: I request immediate mailing of the refund check of $393.47

Business

Response:

The business has responded. Please see below:Thank you for allowing us to address your concerns. We are sorry to hear that you had a bad experience with us. You paid for a 3 appliance service agreement. You understood that Trip/Service/Diagnostic, Parts/Electronics, Labor Fees, Service Agreements are Non-Refundable, all sales are final. Account credit is given only. The washer in question was an older model and parts have been discontinued for it by many manufacturers. In an effort to repair it, a replacement for the necessary part was ordered. Unfortunately this part could not be used to resolve the issue. The technician suggested that he would try to find a replacement machine to fit your specific dimensions, however, he was unable to do so. As we were unable to repair the washer, the technician requested a voided agreement and a partial refund be given minus the labor and trip charge for the repair, as a courtesy. Due to procedural changes in the refund process, your payment has been delayed. The current time frame for refunds is 6-12 weeks. We apologize for the inconvenience and appreciate your patience in this matter as we streamline our systems to offer better service to our customers.You will be contacted immediately once processing has been completed and your refund is ready to be sent. Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I did not yet receive my refund of $393.47.On Aug [redacted] claimed that a refund would take 3 to 4 weeks.Now you state in your answer that the time frame for refunds is 6 to 12 weeks. But Oct ** was the end of the 12th week, and the check was not yet issued. You state your processing is not even completed.Please expedite this refund. More than 12 weeks for a simple refund is unacceptable, and out of line with other businesses.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The business has responded. Please see below:Thank for the opportunity to respond. We understand the customer's concern and frustration regarding this issue. However, the customer has been made aware that due to new processes put in place, this is no longer handled in house and these changes have temporarily prolonged the refund process. For this we do apologize. Once the refund is processed and sent, the customer will be updated. Again, we apologize for the delay and thank you for your feedback and patience.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I did not yet receive my refund of $393.47.On Aug [redacted] claimed that a refund would take 3 to 4 weeks.Then you changed this to claiming that the time frame for refunds is now 6 to 12 weeks. We are now at 17 weeks, and the check is still not yet issued. You submitted no evidence that you tried to expedite my refund, as requested.So I request again: Please contact the outside company and request them to expedite this refund.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I was promised service on my washing machine on 2 different dates. Both times, I had to call to find out when they'd be here. Both times I was told that the part wasn't in even after I was told they would have it by such-a-such date. Terrible service. Now my refund is in 4-6 weeks. Why? I paid in full on the date of original contact with Darius S[redacted]. refund should not take more than 72 business hours to process. AND the kicker is that when I called my credit card company a few minutes ago- they charged me $100 more than my verbal quote.Desired Settlement: Refund of the $465 I paid for... Nothing

Business

Response:

Thank you for the opportunity to respond to the customer's concerns. We understand his frustration in the matter and are sorry we could not complete the task, due to circumstances beyond our control. The customer reached out to Just Appliance Repair after having what he called a bad experience with another service provider, whom he said would not even look at his appliance due to missing model and serial numbers. We explained that we could not promise success but could look at his appliance and endeavor to make the repair. The customer said that was all he wanted and expected. On Jan [redacted],2015 the tech arrived to diagnose the problem and placed an order with the only vendor who claimed to have the parts necessary available. This is not a vendor that we have dealt with in the past and will never use again in the future. Due to vendor negligence, we scheduled the customer according to the information provided us regarding arrival time. The parts did not arrive on schedule and we then had to unfortunately inconvenience the customer by cancelling his appointment. We were given a new expectancy date by the vendor, which sadly he again failed to meet, resulting in our decision to cancel the customer's appointment and issue a partial refund. Just Appliance Repair made the customer aware that he would receive a refund for the amount he paid, minus the $95.00 standard trip/diagnostic fee for the technician call to his residence. The customer however, does not feel that this is fair and is demanding a full refund. As per our terms and conditions, a trip charge is incurred for a visit and is non refundable and the customer was aware of this when he made his appointment. Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

In response to the so called repair company, the history with another repair company has absolutely nothing to do with the services that was promised to me. Where in their response did they mention the excess payment that I was charged? Why Will the refund take an absurd amount of time? If you return a product to a retailer, your credit/debit card is credited back generally within 72 hours. Why will this take so long on their end? Possibly so that the customer forgets about it and it goes away? This is an unacceptable service. To go back to the overcharge amount- I was quoted $295 but was given a discount of $25 for being a new customer. According to my calculations, $295 - $25 is not $370. Was there any paperwork that the serviced can supply with my signature on it as an acceptance to the charges? I will be waiting for a response with an acceptable resolution. I would also like to add that as I spoke to their office manager a few times over the week, I voiced my concern about all the claims that this company has had brought against them through usage of the Revdex.com. Her response was that there are about 50 responses on their website that are all positive. I counted 34, but regardless the % of negative comments to positive comments is terrible. With that being said, why is my comment not on their page under the reviews and testimonial section? Are they hiding comments? Seems to me like a lack of integrity and ethics.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The customer was charged a $95.00 trip for diagnosis of his appliance, which he was aware of. The trip charge is non refundable. as the technician did arrive at the residence and gave the estimate for the repair. The customer was given the estimate for his repair and charged accordingly. As we were unable to secure the parts in a timely fashion for the repair, the customer will be refunded. The $25 discount will no longer apply, as the repair is not completed. Our policy is to refund in 4-6 weeks. As for our reviews, there are roughly 35 on our home page and approximately another 15 on our testimonials page. Thank you for allowing us to respond.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This still does not resolve anything. THEY cancelled the repair because THEY couldn't get the part. Looking at other complaints, this isn't the first time this has happened to the company. They are making a business of doing this and consumers need to see this. Why is the refund taking so long- because its policy? Was I left with documentation on that? The answer is no. Why is my review not on the website? They avoided my question regarding that AND WHY WAS I CHARGED MORE THAN I WAS QUOTED? This company needs to be shut down and I will be relentless in my attempt to do so. Dishonesty, lack of integrity, and poor business ethics is a terrible combination. I would also like to see any business certifications in appliance repair that Darius S[redacted] possesses to see his credentials.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I called Just appliance Repair to come fix my washer. They came and charged me over 300.00 to fix it and I still have the same problem with it. I called them and they want to charge me 127.00 to come back out. They never fixed it in the first place. I feel like I was totally ripped off.Desired Settlement: I would like them to come out and fix the problem or return my money.

Business

Response:

We are sorry to read that the customer feels this way and is dissatisfied. The customer called Just Appliance repair in October of 2015, regarding an LG washer which was experiencing two issues- 1. spins like it is out of control 2. bleach and softener dispensers holding water. A technician was dispatched and the problem was addressed, the customer paid for the service provided and signed the completion as to her satisfaction. The customer called in early Jan stating that the problem of spinning had come back. As we warranty our parts and labor for 90 days, the customer was informed that only a trip charge would be expected. The customer refused. As per our terms and conditions, signed by the customer, a trip charge is incurred for a previously diagnosed problem. The customer may call at anytime to schedule a return appointment. We are happy to assist. We thank you for your feed back and the opportunity to address her concerns.

Review: On Oct. *,2015 I called this company for a service repair to a front load Kenmore washing machine. I was told that to have a technician come to the house would cost $95 and could be used toward the repair and would not be refunded if we decided not to fix the machine. When he came and checked out the washer he told my husband that the pump was no good.

At that time I was working, so my husband called me at work and I spoke to the tech, Darius. He told me that the washer was a $1300 washer and that he could also sell me a 2 yr. service agreement for 3 appliances and the total would be $799.95.

Since I was busy at that moment I said to fix it. Once I had a moment to go on line I looked up the machine and it was $649. Since I could buy a new one cheaper I called the office to cancel the transaction and left a voice message on their machine. This was less than 2 hrs. after he left. I got a phone call from the office and was told I owe them $459.71 ($95 for the trip, restocking fee $132.53, labor $162.18.) I told her that is not what we agreed to on the phone and I will not pay this amount, but would pay the $95 as agreed to. She insisted on the payment of $459.71 . I refused to pay and put a stop payment on the check my husband had issued to the tech. Also a $70 stop payment fee on the check.

I feel I canceled this work order within a 2 hr. frame and should not be responsible for all the fees they are asking for and they are out of line for not honoring the $95 service fee.

Now they are insisting on full payment or they will bring a lawsuit against me.Desired Settlement: To pay the $95 as agreed upon on the phone made appointment.

Business

Response:

The business has responded. Please see below:Thank you for allowing us to respond to the customer's concerns. The customer called to have a Kenmore Washer repaired and scheduled for service on 10/*/2015. She was aware that the service call is $95 plus parts and labor. Upon the technician's diagnosis of the problem, he spoke with the customer regarding her options, one of which was a service agreement for multiple appliances for $799.95. The customer agreed to our terms and conditions and signed in acknowledgment. The customer called shortly after closing and asked that if the parts had not been ordered, would it be possible to hold the order as she was unsure if she could afford the repair. When she was informed that the order had already been placed, she agreed to go ahead with the repair. Later that evening, the customer left a message stating that she put a stop payment on her check. The customer was called on the morning of 10/* and made aware that we would cancel her service agreement, as she did cancel within the 24hr period. However, she is responsible for the labor during diagnosis, restocking fee, stop payment fee and the trip charge she incurred, totaling $459.71. We understand the customer feels that because she cancelled the same day she should only pay the trip charge, however, services were rendered and payment is expected. The customer may call our office to discuss resolution of the balance due. Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: I was told that the $95 fee was for the service call and diagnoses , nothing about plus parts and labor that weren't provided. There was no labor involved, only unplugging machine and asking my husband what the error code was. I do not have a copy of anything signed or proof of a $70 stop check fee which was supposedly cashed within a a 2 hr. window when the driver was a hour and a half from the office at the end of a business day. I did not ask to hold order, but to cancel it since it was a very short time after the technician had left. He also said that the part would not be in until later that week, so how can there be a restocking fee if they did not have the part ?It appears to me that this company takes advantage of prospective customers who chose not to use their services, as there have been several complaints made to you about their services from others.At this time they have received a check from us for the $95 service call as agreed to on the phone and it has been cashed. Also, now I will be contacting our attorney on this matter.

[Your Answer Here]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

[redacted] / [redacted]

Business

Response:

The business has responded. Please see below:Thank you for allowing us to readdress your concerns. There is a $95 diagnosis fee, plus parts and labor. You purchased a multiple appliance service agreement, which would have included your parts. Your parts were ordered once the technician left your home, and your check had been processed at a local bank. Your tech was the service manager and does not need to drop payments off at the office, so the stop payment fee was incurred at $70.00. All techs have the ability to order parts through their devices. This is how you incurred a restocking fee. Customer parts are ordered ASAP, so they maybe serviced and repaired as quickly as possible, resulting in minimal down time for the customer. We apologize if you felt taken advantage of, and were not clear on the process. We received your payment of $95. We appreciate your willingness to resolve the issue and have closed your work order for the price of the visit and satisfying any balance due. Thank you for your attention to this matter.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

[redacted] / [redacted]

I would be surprised if this place doesn't get shut down soon.

I was approached by a family friend who asked me to look into this matter. She had called this company to help her with her oven. They demanded payment up front and cashed in the check right away. Three weeks later, no news. Distraught, I call on her behalf and the "general manager" picked up, when I explained who I was she promptly began shouting at me. She refused to give me her last name and kept on insisting that no refund will be issued (irrelevant since a refund is the returning of a customer's money for goods/services rendered, which is not the case).

She claimed the part was ordered but didn't give any window of time as to when it could be expected. She further claimed that the reason it took so long was that the piece was no longer manufacturer but they found another seller. Yet they requested a very specific amount of money up front prior to finding out the price from that seller. And, as mentioned before, they refused to give a time estimate as to when they would receive it.

Then she told us that an installation fee would be charged in addition to the item fee.

Soon after, one of the two men who had done the initial home visit (Darius) got on asking who I was and kept cutting me off before I could finish formulating a sentence. He too proceeded to shout until he hung up (slightly alarming, yet not surprising).

If you dealt with this company in the past and have been subject to their unsubtle scam, I would advise you immediately seek legal representation. For those fortunate enough to have browsed [redacted] before [redacted], stay away.

Review: After a series of questionable and dishonest series of interactions, Just Appliance Repair came to my house and "fixed" a dishwasher. Once the repair people left, I attempted to run the dishwasher but it still did not work (2 other people were witness to this). When I called Just Appliance Repair to have them return and fix the dishwasher as they had "claimed" to do so, DARIUS told me that he had fixed the dishwasher and that it worked and that for him to return I would be charged for a new job. I cancelled the check I had issued to them, and now they are harassing me for payment for something they DID NOT DO. In addition to this, their alarmingly dishonest business practices (the repair person repeatedly lied to me about when my part would come in and when the dishwasher would be fixed), I have reason to believe that this company does this frequently.Desired Settlement: Please tell this company to stop harassing me for payment for a service they NEVER PROVIDED.

Business

Response:

The business has responded. Please see below:Thank you for allowing us to respond to the customer's concerns. The customer had her dishwasher repaired and signed off on the job as completed to her satisfaction, after Just Appliance Repair techs repaired the appliance and ran a test cycle for the customer before leaving the home. The customer called after her repair stating the she was experiencing the same problem. Per our terms and conditions, if a tech is dispatched for a previously diagnosed problem, the customer will incur a second trip charge for the visit, and Just Appliance Repair will replace any defective part(s) at no cost to the customer, as we warranty our parts and labor. The customer refused to pay the second trip charge and dishonored the final check payment made at the original completion of the job. The customer is responsible for the total of the dishonored check and the stop payment fee incurred by Just Appliance Repair. We are sorry the customer feels that a demand for payment notice should not have been sent but it is a valid debt and is standard business procedure when a balance is due. We are happy to return the customer and and review the dishwasher once this is resolved. The customer may call our office to discuss resolution of the balance due for the services rendered. Thank you.

Review: Called company for a fridge leak. Tech showed up and repaired the leak, however, when reassembling the freezer drawer that he had to take off, he put it back together wrong. I discovered this when I went to use drawer the same day after he left. The drawer wobbles like crazy, and its impossible for us to put ice cube trays in as we could prior. The drawer was fine prior to his work. I called the company back and voiced my complaint. The tech came back and checked the drawer, and BOLDLY PROCLAIMED how he has done repairs for 20 years and the drawer is fine. When I told him the drawer was not fine, he got a bad attitude and said he wasn't going to argue with me about this, and left the house abruptly saying "WE didn't know our own refrigerator"I called the company and reported this to [redacted] who said she would take care of the problem SHE NEVER DID, NOR DID SHE RETURN ANY CALLS OR EMAILS. Im now stuck with a broken drawer on a fairly new fridge.Desired Settlement: Since the tech named [redacted] was very rude and pompous to me, and insisted he knew better, I want a full refund for our aggravation, and I now have to call another repair guy to fix.

Business

Response:

The business has responded. Please see below:[redacted]'s services were performed by a technician whom repaired the customer's leaking fridge, which he contacted us for and reported to have been completed to his satisfaction. After his repair, the customer contacted us regarding an issue he was having with his fridge drawer. As is our policy, if something possibly went wrong, we want to assist the customer immediately, as we stand by our work and provide a 1 year warranty on parts and labor for our services. The issues experienced by [redacted] were not able to be addressed by the technician, as they were not the result of any error by the tech regarding the completed leak repair. We address every customer service issue as quickly and professionally as possible and strive to provide the best experience for all our customers. We regret that [redacted] had a less than satisfactory second encounter with our company and listened to his concerns. However, the repair that we were called to perform was completed and signed by the customer as satisfactory. As this is the case, a refund will not be given. Services were rendered, the repair completed and and signed by the customer acknowledging his satisfaction and all sales final. Unfortunately, though it is always our goal, no business can satisfy every customer, every time.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

In disassembling my fridge to take care of the leak which he repaired, he then PUT THE PARTS BACK TOGETHER IMPROPERLY, which resulted in the basket to wobble to the point of not being able to use it for placement of ice cube trays. When I discovered his error that afternoon, I called the company immediately for a fix, to make it like it was before he took it apart. When he returned, his ego and attitude couldn't accept the fact that he made an error, the boldly proclaimed how WE didn't know our own fridge, and it was supposed to be like that. I then called the company and spoke with the [redacted] who PROMISED me a fix. Nothing became of it. Since then, I got someone else over to fix the basket that was assembled improperly by the first tech. The Current tech found the problem immediately, and said that a clip on the right hand side of the basket was not adjusted properly, and thus caused the basket to wobble. The first tech clearly didn't check his work properly, because the second tech seen the error the moment he looked at the basket. He said it was a clear example of the initial tech rushing through the reassembly of the basket. In fairness to resolve this, I will amend my complaint to recovering $50, as I had to pay that additional money to the 2nd tech. However, his rudeness and calling me a liar in my own house deserves punitive damages?

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The business has responded. Please see below:Your concerns are of importance to us and are sorry to hear that you feel your issue was not resolved to your satisfaction. We have made every effort and have responded to all contact from you regarding the issue and sent a technician back to address it. The technician reassembled the drawer after fixing the leak, which was the original complaint. You were present at the time of the repair and signed the work order stating that the issue was resolved to your satisfaction. We are sorry you feel that after the repair, we were responsible for an issue that arose after the fact and that you did not find while the technician was present. As the leak was fixed to your satisfaction and acknowledged by your signature, please refer to our terms and conditions, (which you received on your invoice with your signature of repair for your records) which state: Trip, Service/Diagnostic, Parts/Electronics, Labor Fees and Service Agreements are Non-Refundable, all sales are final, and Customer accounts will be given credit only, in lieu of refunds and are non-transferable. As such, there will be no refund given. Though we strive to provide a consistent level of professional service and performance for all our valued customers, occasionally circumstances may arise which make it difficult to please the customer 100%. We thank you again for your feedback.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Your business just doesn't get it, and we both realize this will go on and on because you FAIL to see the problem. FYI, the work order that was signed was done so at the techs request, saying THE LEAK WAS FIXED. AS STATED IN THE COMPLAINT, THE PROBLEM WAS HIS RE-ASSEMBLY OF THE DRAWER THAT WAS DONE INCORRECTLY. We discovered HIS ERROR after we came home from work, when the drawer was so wobbly we couldn't use it. It was NOT that way prior to his arrival, nor did we check the drawer after HE SAID all was fixed fine and "sign here". We trusted his work was done properly, before finding out it wasn't. I am not going to waste anymore time trying to get you to see the error that was made by the tech. WE WILL CONTINUE TO POST ONLINE COMPLAINTS AT EVERY SITE WHEN CAN TO INFORM THE PUBLIC OF THE BAD WORK AND EXPERIENCE THAT WAS GIVEN BY YOUR COMPANY. It is company's such as yours that give paying consumers just wanting things done right, a right to stand up and say "we don't have to accept poor quality work", then voice our experience elsewhere. You may not give a darn about that, but we sure do, and will make sure others aren't taken as well. NO FURTHER RESPONSE FROM YOU IS WANTED. You may be all goodie two shoes here with the Revdex.com, but we both know your not answering phone calls or emails through the business, says volumes about your business practices with customers.?

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,