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Kingston Appliance Service Reviews (7)

17th June 2015Dear [redacted] In response to [redacted] reply Yes, I did forward her check to [redacted] as I am out payment for hour of labor..$If she wants to send me a check for that amount I will tell [redacted] to cancel their inquiryAs for her refigerator, it is working as I temporarily repaired it by holding the air shutter open with a piece of wireAs pertaining to the matter of the dishes, by her own admission I removed other objects from the top of her fridgeWhere were these objects? on the side and in the middle where she claims the dishes wereIf they were not, were they in the back? no because the dishes would have pushed them down as wellWere they on the front? It would have been difficult to reach through them to knock the dishes down by accident,at that point it would have had to have been deliberate,and what would I gain by doing that? As far as her claim that I am dishonest,I have the phone numbers for customers where I have been recently to repair items that fell under my yr warrantee and they will disagreeI have always taken responsability for my mistakes,and have admitted as much to customers where I made them,no one is perfect we all make mistakes but this incedent is not one of themBecause I have always taken responsabilty for my errors I refuse to take responsabilty for something that is not.SincerelyDave L

7th June Dear *** ***: I would like to address the accusations against me one at a timeFirst I did not " knock" depression glassware on the floorThese items were on the back edge of a tall *** Gallery fridg that I and most people would not
have been able to see or reach, they were held there by the fridge being against the wall in the back and fell off when I opened the refridgerator door, after she and I had pulled it away from the wall.It is true that I did not appologise at the time as I felt it was an admission of guilt and was already upset that thing were broken,that being said I did not stand there for min,I first removed other breakable things I found on top of the fridge to the counter top and attemted to help pick up glass but was told that she would "get it with the vacuum" which she did, and I went back to diagnosing the fridge,I did not stand there for minutes,this is blatenly untrue. It is also true that she asked for an itemised account at which time I explained that the reciept she was given was for the deposit only(half of total) and that the final reciept would be itemised with a description of what was repaired,she understood and was satisfied with that at the end of our tranaction that day,we chatted about the wood work in her home and the history of it and I left on a positive note, so you can understand my supprise when I got a call from "a family member" or her son who is an attorneyMy discussion with him was primarily about theirrequest to lower the price in what he descibed as "good will gesture and good faith money" I told him it was not my fault and that would not be happeningI told him if his mother was upset with me that I would return the unused portion of her deposit- hr labor with tax=$He declined this offer and said he would rather me finish the job.I agreed to complete the repairHer son called back shortly and said that his mother would rather cancel the repair and for me to send the deposit back,again I had to explain that was not the agreement,that it was for the return of the unused portion,he said to do soThe last conversation I had with *** *** was in the evening of 5/14/at which time she called as a "courtesy" to tell me not to cash the check as she had cancelled itI explaind I had a feeling that was coming and that the check would have to be processed by the bank before it is sent to our check serviceI would like to state at this time that I am sorry for her loss, Im sure those things were valuable to her but I am in no way accepting blame for their demise as only someone over 6'3" would have been able to see those dishes on the back of her fridge,I am only 5'7".
Im not quite sure why she is asking in her letter for a reduction in price"discount " as she puts it, because as of this date she has no money paid at all into this ventureI have included the copy of her cancelled check.
It is my belief that she has retold this story slanted in her favor and with the help of an attorney to paint me as an unfair business person, who was careless and sloppy causing the breakage of items in her home as a way of relieving herself of the responcibility of remembering that those dishes were on the back of the fridge where she had left them, and as an added bonus would beable to "discount" an expensive repair on her fridge by denegrating what she thought was an employee,which actually turned out to be the ownerRegards David L

17th June 2015Dear [redacted]In response to [redacted] reply Yes, I did forward her check to [redacted] as I am out payment for 1 hour of labor..$93.81. If she wants to send me a check for that amount I will tell [redacted] to cancel their inquiry. As for her refigerator, it is working as I temporarily repaired it by holding the air shutter open with a piece of wire. As pertaining to the matter of the dishes, by her own admission I removed other objects from the top of her fridge. Where were these objects? on the side and in the middle where she claims the dishes were. If they were not, were they in the back? no because the dishes would have pushed them down as well. Were they on the front? It would have been difficult to reach through them to knock the dishes down by accident,at that point it would have had to have been deliberate,and what would I gain by doing that?
As far as her claim that I am dishonest,I have the phone numbers for customers where I have been recently to repair items that fell under my 1 yr warrantee and they will disagree. I have always taken responsability for my mistakes,and have admitted as much to customers where I made them,no one is perfect we all make mistakes but this incedent is not one of them. Because I have always taken responsabilty for my errors I refuse to take responsabilty for something that is not.SincerelyDave L

[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:  Mr. L[redacted] keeps going back to questioning where the plates were positioned on my refrigerator.  The fact remains that they did not fall off when we together moved the refrigerator, nor when he sat on the floor behind the refrigerator.  They fell off when he was the only person in the room and the only person near them at the time - approximately 15 minutes AFTER we moved the refrigerator.  I keep insisting that I never implied this was done intentionally, but Mr. L[redacted] keeps insinuating that I think he did this on purpose.  My issue with Mr. L[redacted] is he refuses to take responsiblity for an accident where he is at fault.    The dishes did not have "feet" and walk off the top of the refrigerator by themself.
I maintain that he is dishonest, because he is attempting to recover the entire amount of $165 from the credit agency, when he knows very well that is not the proper amount.  He absolutely did NOT temporarily repair my refrigerator because it immediately started freezing everything.  I was forced to take action, and I made the decision to purchase a new one since the one in question was 12 years old and there was no guarantee any repair would work.  Really.....he will "call off the collection agency looking for $165" if I agree to pay the $93.81?  He has no grounds to try to collect $165 from me, and that should not even be an issue.  If he wants to pursue me thru a collection agency, that is fine, and I will continue to argue the point, but he should not be looking for $165.
I stand with my decision to not pay $93.81 for an hour of labor that resulted in damage to my belongings, and idle time standing around while I cleaned up his mess.  His actions speak volumes about his character in his refusal to work with me to make things right. 
I do not expect that either one of us will come to a mutual agreement, and obviously I believe I am right.  I will respond to the collection agency and state my case to them as well, and will dispute his claim.
Thanks!
Regards,
[redacted]

Dear Mrs.Stewart,Let me start by saying that this is more of a miscommunication than bait and switch. It is true that I quoted him $78.50 for what I said was an initial service call, but after we got into what was wrong with this refrigerator, and wha he had purchased and done...

himself we never got back to any additional charges. The amounts he has provided are a little deceiving. The initial 1/2 hour is $78.50, and it is $10 for every 1/4 hour there after bringing us to $98.50 plus the teax of $5.91, for a grand total of $104.41. Which is a difference of $20 before tax, and I was there 1 hour.[redacted]>After arriving at the home I talked with the customer about what the unit was and wasn't doing. I also noticed that this unit has a model and serial sticker that says it is refurbished. She then informed me that she had purchased it second hand from a place in New Jersey that sold reconditioned appliances. She also let e know that the unit frosts badly every two weeks in the fresh food section, and had been in storage for a period where the freeze damage had occured to the water tank, and its associated water lines. Since then her fiance had purchased and replaced the tank, waterlines, main control board, fresh food thermister, and fresh food defrost terminator with parts from [redacted], and had no luck.The first thing I checked was the freezer and fresh food evaporator drains in the back as these are notorious for blocking, causing ice and frost to build up. These drains were clear, but the air check valve for the fresh food side was missing. While I was talking with [redacted] on the phone he said that he did not remove that part, but that he only removed the tank, waterlines, board, thermister, and defrost terminator.I reinstalled the back and went around to the front and removed the shelves and bins to access the fresh food evaporator cover. The check of components there showed the thermister and defrost terminator to be good, but the defrost heater itself showed to be failed, as there was no continuity through it at all throughout the multi-meter. 95% of these heaters are replaceable, and I informed her that it would probably be around $200. So I proceeded, and called [redacted] Appliance Parts from her kitchen, to get a definite price on the heater. [redacted] informed me that the heater was only available with the evaporator, which would entail draining the entire sealed system, and exchanging the evaporator / heater assembly, changing the filter drier to keep the system clean, and recharging the unit completely. This would cost a total of about $400. She was not interested in that at that point, but asked that if they had the work performed would the service cost of that day's visit be applied to it, and I informed her that it would be. At that point I asked her if she wanted the fridgerator reassembled in the light of it being replaced, and she said yes, to reassemble it. So I did, and then I billed the customer and I left. [redacted]>
It is my belief that this customer is very unhappy with this refrigerator, and understandably so. I believe that they were taken advantage of by the place in New Jersey, as I also believe that the defrost heater was the problem with the original owner. I believe that, because of the frosting problems someone removed the air check valve, and when that didn't work, it was found that the defrost heater was in failure at which point they decided to replace it instead. At this point the place in New Jersey got it, most likely washed it out, and tested it. They would have found that it worked well, not knowing that two weeks later it would ice and frost up again. To add insult to injury the customer took it upon himself to purchase multiple repair parts for this based on guess work, which did not solve the problem. Added to that, being charged $98.50 to find out that the unit will cost more to repair than it is worth, made a very unhappy customer. I believe that they are trying to get their money back out of this frigerator by (according to her,) removing the used electronic [redacted] parts and returning them, and additionally by vilanizing myself.What I don't believe is that [redacted] deserves a complete refund for a complete diagnosis, and legitamite hour of my time to do so.[redacted]>
Kingston Appliance Service [redacted]>
Dave L[redacted]>

Complaint: [redacted]
I am rejecting this response because:
In regards to Mr. L[redacted]'s claim that the broken glassware was not his fault, I will reply that this glassware was placed in the center top of my refrigerator, and has never shifted over the years as I moved the refrigerator out from against the wall on a monthly basis in order to clean behind it.  If the glassware had been held in place by the wall, it would have fallen off as soon as we moved the refrigerator out from the wall.  These platters and bowl were heavy and their weight held them in place.  They could have only fallen if somehow pushed from the front.  I never believed nor indicated that Mr. L[redacted] did this on purpose, I understand it was an accident.  I was in the kitchen with him while he sat on the floor behind the refrigerator (after we moved it) looking at the motor.  The glassware certainly was not teetering on the edge, ready to fall on his head at that time.  When he was finished looking at the back of the refrigerator, he got up from the floor and moved around the front.  At that point I went into my dining room and sat to wait for him to finish.   I'd just sat down when I heard the crash from the kitchen.   I was VERY surprised when the glassware fell off the refrigerator because of how secure they had always been - I have NO idea what he did to cause them to fall off, but the fact remains that they fell off while he was working on my refrigrator and he was the only one in the room and definitely the only one in that close proximity.   When I walked back into the kitchen, he never said a word.  He did remove the other items from the top of the refrigerator, and I remember feeling very uncomfortable because I knew he was mad.  He then moved to the other side of the refrigerator - he definitely did not attempt to help, nor offer to do so.   He was not looking into the refrigerator or working on it at that point, because he had moved a few steps into my laundry room where he stayed until I finished cleaning up.  I do remember telling him I needed to get the vacuum to finish cleaning up after I had picked up the broken pieces.  I was focused on getting all of the broken glass shards swept up not only for our safety, but because I have cats, so it took some time for me to finish.  I do remember moving his heavy workbag across the kitchen so I could clean around it.  I do remember thinking how unprofessional he was for reacting like that, and how uncomfortable it made me feel.  
Mr. L[redacted] told me in our telephone coversation the following evening that he should have apologized, but he didn't because he was mad.  Those were his exact words.  I asked him if he was mad at me, and he said, "no, I get mad when stuff like that happens". 
He got extremely upset when I said he must have reached up and accidently pushed against something, and he began yelling that I must think he has arms like "ET", and that he reached up with his "ET" arms and pushed the items off.  He then said " you must think that when I walked in your front door and looked up and saw everything on top of your refrigerator I thought "I can't wait to reach up there with my "ET" arms and push everthing off".  He was acting absurd and ridiculous in suggesting I thought he did this on purpose, no matter how I tried to tell him that wasn't the case.  It was very difficult trying to talk to him because he was yelling and he did set the tone for the conversation because I also became very upset with him.  
I was very sad about the breakage because the items held great sentimental value as well as monetary.  However, I understand accidents happen.  When I am not fine with is his adamant denial of his being responsible for the mishap, and his absolute refusal to work with me to reduce the cost, and his refusal to give me a breakout of costs on the estimate before completing the job.
My overall experience with Mr. L[redacted]  between his reaction to the broken items, his refusal to give me an itemized account when I asked for it, his abrupt conversation with my son [redacted], and his display of anger during my phone conversation with him has created a deep mistrust of the man.   My son's purpose in calling him the next day was not initially to ask for a reduction in price, it was to request the itemized breakout that I had requested the day before.  Again Mr. L[redacted] refused.  He had to have know from the moment he gave me the estimate what the breakout was.  When he did not cooperate with my son, the conversation moved to my son's disappointment in his handling of the broken glassware and Mr. L[redacted]'s reaction and handling of it and only then did my son ask for a reduction in the price to compensate for the breakage and idle time.  When they could not reach an agreement, the decision was made to cancel the work.    When my son told Mr. L[redacted] he was an attorney, Mr. L[redacted] suggested we cancel the work and he would return the $165 check.  My son did not want to make that decision so he checked with me first, and I asked him to call back and cancel any future work.  At that point, Mr. L[redacted] changed his story from returning the full $165 to his intent to cash it, keep the $97 and return the difference to me.  He told my son he never agreed to send the $165 back, and it's a matter of my son's word against Mr. L[redacted]'s.
The reason I placed the stop pay on the deposit check is because I did not trust that he would return the balance.  My purpose in calling him was to explain that I would write a check in a reduced amount in view of what happened.  I refuse to pay him for labor when I was the one cleaning up a mess that he made.   If he were a fair businessman, he would be willing to meet me halfway, but his last words to me during our telephone conversation were "Lady, I'm not taking one red cent off of the amount you owe me."
Yesterday I received a statement from [redacted] Collection Services, a collection agency in the original deposit amount of $165.  Now he is trying to collect money from me, not only for labor he did not work, but for parts I did not receive.  After all was said and done, I still have a refrigerator that is broken.  This confirms my suspicion  that he is not to be trusted. 
I did not in any way "slant this story" to my favor.   Mr. L[redacted] states that I am slanting the story to "relieve myself of the responsibility of remembering the dishes were on the back of the fridge and as an added bonus would be able to discount an expensive repair by denegrating what I thought was an employee which actually turned our to be the owner".  I am not trying to "discount" an expensive repair - when in fact there was no repair, expensive or otherwise.  I'm not sure what he means by "responsibility of remembering", since I was well aware of where the glassware has been stored for the 18 years I've been living in my home.   I was not denegrating anyone, employee, owner or otherwise - I am reacting to how I've been treated, which is unfairly.
Ideally I would hope that in view of the damages, we would call it even; however, I would be willing to write a check for Mr. L[redacted] for labor minus the 20 minutes he did not work while in my home, but I am not hopeful that he will be reasonable in that accomodation since he is now seeking $165 for labor not performed and repairs not done through a collection agency.
Thank you and have a great day,
[redacted]
 
 
Regards,
[redacted]

[redacted]'s claims he should not have to pay based on the diagnosis being incorrect(last letter) yet in this letter he claims his diagnosis of the heater failure was verified by us. We were never informed of his diagnosis and if he knew in fact that is was bad, why did he call us to find out what was wrong with his fridge? If [redacted]s was so knowledgable about this fridge why did he purchase all those other parts before calling us? If he is a trained and certified electrician,why didn't he use his V.O.M. multimeter,(which is the standard weapon of choice for anyone who works with electricity or electronics) to find out what part was bad before replacing the thermister and thermal cut out for the heater and the PC board. We were never uncertain of our diagnosis,and regardless of who knew first that the heater and evap were one unit in this fridge, does not change the fact that the heater part of that unit is bad. I mention these things because,even though Mr Evans claims that the issue has always been the additional $20.00 for the Second half hour he continues to request a refund of the entire payment. His argument seems to be that he knew the heater was bad before we got there and he knew before we did that the heater and evap were one unit. First, if you were sure the heater was bad,why call me? and,he didnt tell us the parts were one,he confirmed that only after we found that out from the good people at [redacted] Appl. Parts. [redacted] is the only one we get that info from,regardless of what a customer tells us. They are experts in that field and that is why we trust and use them to not just sell us parts but to tell us what is and is not available. 
Again would tell you that we have 1 hour invested in this fridg. not includind travel time there. We were never unsure of our diagnosis as the multimeter confirmed our hunch,airgo the diagnosis is correct.
David L.
Owner

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