King Appliance Service

Thank you for allowing us time to resolve this matterIt is important that we take into consideration the process in which repairs are diagnosed and performed by our companyAll of our repairs are performed using manufacturer or industry standard proceduresWhen these procedures are followed as were in this case, responsibility does fall on our company to perform additional repairs with out additional chargesThis is clearly indicated in our invoice right below the customers signatureFurther more any time a new work order comes into our office it is researched and attached to any prior work orders completedIt the case of the above referenced work orders coming into our office our research found that on a previous visit one of the recommended repairs had been made some time back during one of our previous visitsTaking into consideration that the customer was made aware of all trouble found at time of finding failure and proper diagnostic and repair procedures were followedWe will not be refunding any moneyIt should also be considered that the appliance in question was working as designed by manufacturer at the completion of both repairs

Complaint: [redacted] I am rejecting this response because: The response contains information: The appliance never performed correctly after either repair, and I reported this to the company in detail by phone and email, which is why they came out to my house no fewer than four times in three weeksI emailed them the night after the first repair (they were closed when we discovered the machine still didn't work), and the next visit was when they came back out and claimed we needed the next part, which had to be special orderedOnly after the second repair, when the machine was agitating slowly, did the repairman mention that he should have noticed the sound and pointed out that we had a bad bearingHe later claimed that it could only have been recognized on the high spin cycle and he claimed not to have noticed it beforeI know that this is not true, as the repairman never stayed around long enough for the machine to go into a high spin: he heard it when the drum was turning slowly, and mentioned it, along with saying that he should have told me to buy a new machineThis was a diagnosable problem that we should have been told about, and if we had, we never would have spent the money on the additional repair Furthermore, neither of the invoices we have contain any information other than the name and price of the installed partThere were no additional notes or information shared with us at allCommunication was minimal: we were told what part we needed verbally, and were told that would fix the problem Regards, [redacted]

You placed a special order for parts for your refrigeratorSpecial orders required a percent non-refundable depositYou were made aware of this both in writing and verballyWe estimated 3-weeks(order date 2/2/16) for your parts to arriveIt would not be customary to contact you prior to that unless an update occurred or if your parts arrivedThere has been no status change and parts are expected on time.Your order required a$depositYou decided to pay $which is an additional $If you would like to cancel the order we will refund the $We will not be refunding any moreWe understand having people in your home is uncomfortable and some people have fearI serviced your home personally and will complete the work myself if you choose to continueI am safe, I have never been arrested or have any criminal background [redacted] ***

***I was your service tech and I am the owner, *** ***I was not aware of your illness, and certainly sympathize with any family dealing with cancerI cannot find any consistency with your complaintI was first told that a new refrigerator was purchased to replace the
one in questionThen your daughter asked for the part and most recently I am accused of misdiagnosing your refrigeratorWe spoke in great detail and included your daughter in making the decision to place a special order for your refrigerator partsY’all were clear that the deposit was non-refundable and proceededIt often requires monies beyond the deposit to receive repair service as fast as we provide itIam sorry that you have changed your mind, but we will not be refunding anythingIf you would like to have this repair completed let us know by 5/5/15. Otherwise you should seek any future repair service from another company. *** ***###-###-####

We are sorry that your appliance is not working to your satisfaction, however we have followed the correct diagnostic and repair procedure without any mistakeWe will not be refunding any money and feel as if we will not be able to provide the level of service you require It will be necessary that you seek any future service from a different company, unless warranty service is required for work our company has provided on a previous work order

Complaint: [redacted]
I am rejecting this response because:
The response contains false information: The appliance never performed correctly after either repair, and I reported this to the company in detail by phone and email, which is why they came out to my house no fewer than four times in three weeks. I emailed them the night after the first repair (they were closed when we discovered the machine still didn't work), and the next visit was when they came back out and claimed we needed the next part, which had to be special ordered. Only after the second repair, when the machine was agitating slowly, did the repairman mention that he should have noticed the sound and pointed out that we had a bad bearing. He later claimed that it could only have been recognized on the high spin cycle and he claimed not to have noticed it before. I know that this is not true, as the repairman never stayed around long enough for the machine to go into a high spin: he heard it when the drum was turning slowly, and mentioned it, along with saying that he should have told me to buy a new machine. This was a diagnosable problem that we should have been told about, and if we had, we never would have spent the money on the additional repair. 
Furthermore, neither of the invoices we have contain any information other than the name and price of the installed part. There were no additional notes or information shared with us at all. Communication was minimal: we were told what part we needed verbally, and were told that would fix the problem. 
Regards,
[redacted]

You placed a special order for parts for your refrigerator. Special orders required a 50 percent non-refundable deposit. You were made aware of this both in writing and verbally. We estimated 3-4 weeks(order date 2/2/16) for your parts to arrive. It would not be customary to contact you prior to...

that unless an update occurred or if your parts arrived. There has been no status change and parts are expected on time.Your order required a$266.00 deposit. You decided to pay $300.00 which is an additional $34.00. If you would like to cancel the order we will refund the $34.00. We will not be refunding any more. We understand having people in your home is uncomfortable and some people have fear. I serviced your home personally and will complete the work myself if you choose to continue. I am safe, I have never been arrested or have any criminal background. [redacted]

Thank you for allowing us time to resolve this matter. It is important that we take into consideration the process in which repairs are diagnosed and performed by our company. All of our repairs are performed using manufacturer or industry standard procedures. When these procedures are followed as...

were in this case, responsibility  does fall on our company to perform additional repairs  with out additional charges. This is clearly indicated in our invoice right below the customers signature. Further more any time a new work order comes into our office it is researched and attached to any prior work orders completed. It the case of the above referenced work orders coming into our office our research found that on a previous visit one of the recommended repairs had been made some time back during one of our previous visits. Taking into consideration that the customer was made aware of all trouble found at time of finding failure and proper diagnostic and repair procedures were followed. We will not be refunding any money. It should also be considered that the appliance in question was working as designed by manufacturer at the completion of both repairs.