Lake Appliance Repair

I am rejecting this response because:Lake Appliance Repair continually focuses on what happened during the repair, and the billing discrepancy I brought up DURING the repairThis issue is mootThe primary issue at hand, which Lake Appliance Repair continually ignores is this:Lake Appliance repair was paid by me to fix the dryer, and the dryer issue is still continuing to have problem.The issue with the dryer is that it INTERMITTENTLY powers off, after it has been running for 2-hoursThis is the reason why I took video of the dryer powering off and emailed it to them, because it takes so long to reproduceIt takes about 2-loads before the issue occurs (For now, the issue will get worse I’m sure)This was communicated to Lake Appliance repair, over the phone and in person before they started working on it Therefore, in order for the tech to reproduce the issue he would have to run it for 2-hoursIn order for the tech to CONFIRM the replacement parts fixed the problem, he have to run it for 2-hoursThe tech replaced the partRan it for minutes and said “Fixed!” I again told him that in order to make sure it was fixed I will have to run it for a whileHe said no problem, call me if it occurs againNo Rush, after all they have a day guarantee on their work right? So I let him go.A few days later BEFORE I could really test the dryer, I called and spoke to [redacted] regarding a billing question (the question with [redacted] continually brings up, as a strawman tactic to ignore the primary complaint that the dryer is not fixed)We got in a somewhat heated discussion regarding the billing question which led the Owner [redacted] telling me “We will no longer do business again”This is when he also told me that I am extorting him for going to [redacted] and Revdex.com days later after our phone call, was laundry dayI use the dryer, and on the 3rd load the dryer powers down However, now I’m out of luck because I just got in a heated discussion with [redacted] the owner and he told me he won’t be doing business with meI was going to let it go, after all it’s only $89, no big dealI took his accusations as a personal insult and I also want nothing to do with him or his businessBut after thinking about it more, I feel consumers need to speak upIf everyone just let it go, they will continue to get away with itAnd to add insult to injury I paid money for a service and that service was never fulfilledSo that is the reason for the [redacted] Reviews, and that is the Reason for the Revdex.com complaintBut again Lake Appliance repair is trying to direct attention to the billing discussion over the phone and make about thatThe owner stated in his reply to my original complaint: “***, asked [redacted] if everything was working [redacted] said, "It is working great but why should you get paid twice.” This is a flat out lieI never said thatLake Appliance repair claims they have this conversation recordedSO DO II just listed to the recording and I never said thatLake Appliance Repair is flat out lying about thisI challenge Lake Appliance Repair to provide the recording of me saying this.Lake Appliance repair also states in their reply “We warranty our work and have never refused to work for [redacted] ”This is also a lieAgain I have the recording of our conversation, [redacted] said “We will no longer be doing business with you” and I can provide the recording to Revdex.com and Lake Appliance repair of [redacted] saying this I can will prove that not only does this business lie, but also question the validity of their claim that they are an “Honest business”So To Recap:- Lake Appliance Repair was paid for a Job and the Job was not completedThe business owner is ignoring this fact.- The Owner of Lake Appliance Repair told me “I won’t be doing business with you again” (Which I have a recording of) and accused me of extortion over the phone and on [redacted] because I mentioned I would go to [redacted] and Revdex.com(They don’t want to be outed)Therefore not honoring their agreement- Lake Appliance repair is Lying about me saying the dryer worked fine, and I can prove itI also have a recording of the call they are speaking of- Lake Appliance repair is NOT HONORING their own day guarantee.- Being that Lake Appliance repair is continually lying about me saying things that were simply not said (Which I can prove with the recorded call) They have made this a personal insult and they are not welcome at my homeI want nothing to do with this company I will prove they are lying and ignoring their guarantee and they are the epitome of a dishonest businessTo Lake Appliance Repair: - I am telling you that the dryer still is not fixedWhat is your response to this? You need to respond to thisAre you going to stand up to your guarantee or not?- Also I challenge you to provide the recording of me saying “The dryer is working great” when I spoke with [redacted] which you claimProve I said that; Provide the recording - Your opportunity to look at my dryer again is gone after you have insulted me and lied about me saying things that I never said to make me look like I’m extorting youThis lie and insult has brought this to a personal level and you are not welcome at my homeTo prospective customers: Be very very careful dealing with this company, or you will end up like meAt the very least pay with a credit card so you can dispute the charges when they do not honor their guaranteeHopefully knowing this is a possibility, it would keep them honest.To past and future customers: If you too have been burned by this company, Speak up! Write [redacted] reviews, file a complaint with Revdex.com, these people need to be outedTwo thing are going to happen: Either they get outed, or get smart and stop their shenanigans in fear of being outedBut that can only happen if consumers speak up!

As you feel about us, we feel there are certainly statements that have been made by you that are completley falseWe will not respond to the accusations you bring forth in your complaint; they are simply NOT trueIf we were in fact as horrible as you make us sound I can assure you we'd have many more complaints than we haveConsumers would not accept itWe take pride in the service we provide and the business we have builtWe regretfully accept your rejection, [redacted] We are very sorry it got to this point and that we couldn't satisfy your expectationsYour comments don't go unheardYou may not think so, but we use all comments, complaints, reviews, etc as training in each meeting we hold every month

I am rejecting this response because: Case in point, as you can see the business is not acknowledging the initial complaintThey are simply ignoring itMeanwhile I got the dryer issue resolvedBut this goes to show that Lake Appliance Repair will just ignore any claim to their guarantee if they simply choose to by saying "We accept your rejection" My problem is fixed, no thanks to them, case closed, want nothing more to do with these people

[redacted] called Lake Appliance Repair on 12/29/because his [redacted] dryer was not startingWe sent our technician [redacted] to [redacted] 's residence on 12/31/ [redacted] found that there was a problem with the main power control board as he noticed the dryer shutting down after one minute of running [redacted] quoted the customer parts and labor and instructed the customer to test the machine a few more times in case it was just a loose connection that [redacted] was able to repairHe also instructed the customer to contact [redacted] to potentially get them to provide a one-time only concession for parts and labor as [redacted] typically provides excellent customer serviceThe customer just paid the $service chargeOn 01/02/the customer called back and approved the repairs to be completedWe indicated that we'd have to order the part and that they were not in stockOn 01/08/the customer called us back after obtaining an authorization from [redacted] for the part and labor to repair the control board as suggested by our technicianThis is a savings to the customer of $that would otherwise not have been done without our company being factory authorized by [redacted] and the suggestion we offeredWe care about our customers and this is one way we are able to helpOn 1/8/when [redacted] arrived back to the customers house to install the power board he realized that the motor had failedThis was not caught at the first appointment because he had an apparent power failureWithout power and a running machine it wasn't detected by our technician that another part was perhaps at faultSadly, we didn't have the motor and had to order and return with the partOn 1/20/the motor arrivedWhen we called the customer to get him back on schedule we were hung up on multiple timesPerhaps there was just a connection issue between the phone linesWe called again on 1/21/and the phone rang and rangAfter calling again on 1/21/we were able to schedule the follow up appointment on 1/27/On 1/27/ [redacted] removed the defective dryer motor and installed a new motorWe tested the operation and found everything to be working as per specsWe never installed a second part; the control board since the unit worked perfectly after the motor was installed [redacted] feels we were paid twice because he paid a $service charge and [redacted] paid their contracted $labor [redacted] paid for our service charge - something he agreed to pay over the phone upon his initial schedule with our companyHe was quoted $for parts and labor in which ended up being covered by [redacted] (at a lesser contracted amount)We actaully took a loss in revenue by suggesting this route to [redacted] , but it's what we like to do; save our customers moneyWe feel [redacted] is trying to extort money from a small business doing a good job and threaten with negative reviews to get money backWe wouldn't be in business if we folded for every customer who tried taking advantage in that wayWe certainly aren't getting rich by repairing appliancesWe are an honest company; not installing parts that aren't necessary, saving consumers money in any way we are able, etcIn addition, we had a recorded phone call from the owner and [redacted] In this phone call the owner, Scott, asked [redacted] if everything was working [redacted] said, "It is working great but why should you get paid twice." We feel the customer is now stating his dryer isn't working in another attempt to get his service charge backWe warranty our work and have never refused to work for [redacted] If he is having a problem with his dryer we are happy to see what the issue might be as we stand 100% behind our workThe customer is complaining about our response to his negative Yelp reviewWe have a right to respond to his accusations about the service we provideIf he doesn't want our comments on a public website, he can delete his review, which would delete our comments simutaneouslyAgain, I will state - we have NEVER refused to do business with Mr [redacted] and we stand behind our decision to keep the $service charge he is disputingWe provided an excellent service to [redacted] and he agreed to the chargeWe saved him a lot of money and we don't understand how one couldn't see the value we provided for the $Sorry we were unable to satisfy [redacted] to his expectations

As you feel about us, we feel there are certainly statements that have been made by you that are completley false. We will not respond to the accusations you bring forth in your complaint; they are simply NOT true. If we were in fact as horrible as you make us sound I can assure you we'd have many more complaints than we have. Consumers would not accept it. We take pride in the service we provide and the business we have built. We regretfully accept your rejection, [redacted]. We are very sorry it got to this point and that we couldn't satisfy your expectations. Your comments don't go unheard. You may not think so, but we use all comments, complaints, reviews, etc as training in each meeting we hold every month.

I am rejecting this response because: Case in point, as you can see the business is not acknowledging the initial complaint. They are simply ignoring it. Meanwhile I got the dryer issue resolved. But this goes to show that Lake Appliance Repair will just ignore any claim to their guarantee if they simply choose to by saying "We accept your rejection".  My problem is fixed, no thanks to them, case closed, want nothing more to do with these people

I am rejecting this response because:Lake Appliance Repair continually focuses on what happened during the repair, and the billing discrepancy I brought up DURING the repair. This issue is moot. The primary issue at hand, which Lake Appliance Repair continually ignores is this:Lake Appliance repair was paid by me to fix the dryer, and the dryer issue is still continuing to have problem.The issue with the dryer is that it INTERMITTENTLY powers off, after it has been running for 2-3 hours. This is the reason why I took video of the dryer powering off and emailed it to them, because it takes so long to reproduce. It takes about 2-3 loads before the issue occurs (For now, the issue will get worse I’m sure). This was communicated to Lake Appliance repair, over the phone and in person before they started working on it.  Therefore, in order for the tech to reproduce the issue he would have to run it for 2-3 hours. In order for the tech to CONFIRM the replacement parts fixed the problem, he have to run it for 2-3 hours. The tech replaced the part. Ran it for 5 minutes and said “Fixed!” . I again told him that in order to make sure it was fixed I will have to run it for a while. He said no problem, call me if it occurs again. No Rush, after all they have a 90 day guarantee on their work right? So I let him go.A few days later BEFORE I could really test the dryer, I called and spoke to [redacted] regarding a billing question (the question with [redacted] continually brings up, as a strawman tactic to ignore the primary complaint that the dryer is not fixed). We got in a somewhat heated discussion regarding the billing question which led the Owner [redacted] telling me  “We will no longer do business again”. This is when he also told me that I am extorting him for going to [redacted] and Revdex.com.   2 days later after our phone call, was laundry day. I use the dryer, and on the 3rd load the dryer powers down.  However, now I’m out of luck because I just got in a heated discussion with [redacted] the owner and he told me he won’t be doing business with me. I was going to let it go, after all it’s only $89, no big deal. I took his accusations as a personal insult and I also want nothing to do with him or his business. But after thinking about it more, I feel consumers need to speak up. If everyone just let it go, they will continue to get away with it. And to add insult to injury I paid money for a service and that service was never fulfilled. So that is the reason for the [redacted] Reviews, and that is the Reason for the Revdex.com complaint. But again Lake Appliance repair is trying to direct attention to the billing discussion over the phone and make about that. The owner stated in his reply to my original complaint: “[redacted], asked [redacted] if everything was working. [redacted] said, "It is working great but why should you get paid twice.” This is a flat out lie. I never said that. Lake Appliance repair claims they have this conversation recorded. SO DO I. I just listed to the recording and I never said that. Lake Appliance Repair is flat out lying about this. I challenge Lake Appliance Repair to provide the recording of me saying this.Lake Appliance repair also states in their reply “We warranty our work and have never refused to work for [redacted]”This is also a lie. Again I have the recording of our conversation, [redacted] said “We will no longer be doing business with you” and I can provide the recording to Revdex.com and Lake Appliance repair of [redacted] saying this.  I can will prove that not only does this business lie, but also question the validity of their claim that they are an “Honest business”. So To Recap:- Lake Appliance Repair was paid for a Job and the Job was not completed. The business owner is ignoring this fact.- The Owner of Lake Appliance Repair told me “I won’t be doing business with you again” (Which I have a recording of) and accused me of extortion over the phone and on [redacted] because I mentioned I would go to [redacted] and Revdex.com. (They don’t want to be outed). Therefore not honoring their agreement- Lake Appliance repair is Lying about me saying the dryer worked fine, and I can prove it. I also have a recording of the call they are speaking of. - Lake Appliance repair is NOT HONORING their own 90 day guarantee.- Being that Lake Appliance repair is continually lying about me saying things that were simply not said (Which I can prove with the recorded call) They have made this a personal insult and they are not welcome at my home. I want nothing to do with this company.  I will prove they are lying and ignoring their guarantee and they are the epitome of a dishonest business. To Lake Appliance Repair: - I am telling you that the dryer still is not fixed. What is your response to this? You need to respond to this. Are you going to stand up to your guarantee or not?- Also I challenge you to provide the recording of me saying “The dryer is working great” when I spoke with [redacted] which you claim. Prove I said that; Provide the recording.  - Your opportunity to look at my dryer again is gone after you have insulted me and lied about me saying things that I never said to make me look like I’m extorting you. This lie and insult has brought this to a  personal level and you are not welcome at my home. To prospective customers: Be very very careful dealing with this company, or you will end up like me. At the very least pay with a credit card so you can dispute the charges when they do not honor their guarantee. Hopefully knowing this is a possibility, it would keep them honest.To past and future customers: If you too have been burned by this company, Speak up! Write [redacted] reviews, file a complaint with Revdex.com, these people need to be outed. Two thing are going to happen: Either they get outed, or get smart and stop their shenanigans in fear of being outed. But that can only happen if consumers speak up!

[redacted] called Lake Appliance Repair on 12/29/2014 because his ** dryer was not starting. We sent our technician [redacted] to [redacted]'s residence on 12/31/2014. [redacted] found that there was a problem with the main power control board as he noticed the dryer shutting down after one minute of running....

[redacted] quoted the customer parts and labor and instructed the customer to test the machine a few more times in case it was just a loose connection that [redacted] was able to repair. He also instructed the customer to contact ** to potentially get them to provide a one-time only concession for parts and labor as ** typically provides excellent customer service. The customer just paid the $89.95 service charge. On 01/02/2015 the customer called back and approved the repairs to be completed. We indicated that we'd have to order the part and that they were not in stock. On 01/08/2015 the customer called us back after obtaining an authorization from ** for the part and labor to repair the control board as suggested by our technician. This is a savings to the customer of $346.57 that would otherwise not have been done without our company being factory authorized by ** and the suggestion we offered. We care about our customers and this is one way we are able to help. On 1/8/15 when [redacted] arrived back to the customers house to install the power board he realized that the motor had failed. This was not caught at the first appointment because he had an apparent power failure. Without power and a running machine it wasn't detected by our technician that another part was perhaps at fault. Sadly, we didn't have the motor and had to order and return with the part. On 1/20/15 the motor arrived. When we called the customer to get him back on schedule we were hung up on multiple times. Perhaps there was just a connection issue between the phone lines. We called again on 1/21/15 and the phone rang and rang. After calling again on 1/21/15 we were able to schedule the follow up appointment on 1/27/15. On 1/27/15 [redacted] removed the defective dryer motor and installed a new motor. We tested the operation and found everything to be working as per specs. We never installed a second part; the control board since the unit worked perfectly after the motor was installed. [redacted] feels we were paid twice because he paid a $89.95 service charge and ** paid their contracted $100 labor. [redacted] paid for our service charge - something he agreed to pay over the phone upon his initial schedule with our company. He was quoted $346.57 for parts and labor in which ended up being covered by ** (at a lesser contracted amount). We actaully took a loss in revenue by suggesting this route to [redacted], but it's what we like to do; save our customers money. We feel [redacted] is trying to extort money from a small business doing a good job and threaten with negative reviews to get money back. We wouldn't be in business if we folded for every customer who tried taking advantage in that way. We certainly aren't getting rich by repairing appliances. We are an honest company; not installing parts that aren't necessary, saving consumers money in any way we are able, etc. In addition, we had a recorded phone call from the owner and [redacted]. In this phone call the owner, Scott, asked [redacted] if everything was working. [redacted] said, "It is working great but why should you get paid twice." We feel the customer is now stating his dryer isn't working in another attempt to get his service charge back. We warranty our work and have never refused to work for [redacted]. If he is having a problem with his dryer we are happy to see what the issue might be as we stand 100% behind our work. The customer is complaining about our response to his negative Yelp review. We have a right to respond to his accusations about the service we provide. If he doesn't want our comments on a public website, he can delete his review, which would delete our comments simutaneously. Again, I will state - we have NEVER refused to do business with Mr. [redacted] and we stand behind our decision to keep the $89.95 service charge he is disputing. We provided an excellent service to [redacted] and he agreed to the charge. We saved him a lot of money and we don't understand how one couldn't see the value we provided for the $89.95. Sorry we were unable to satisfy [redacted] to his expectations.

These guys are the best! I had a problem with my dishwasher door and they came out the next day and fixed it in a jiffy. After they left, I noticed my sink was backing up. Not knowing if it was a by product of the repair or not, I called Lake Appliance Repair and they came out and found a small clog in my pipe connecting to the disposer and actually fixed it even though it wasn't their fault that it happened. I was so thankful and amazed that they did that for me AND with NO charge! I mean, who does that anymore? I would recommend Lake Appliance to anyone!

Tom C. was efficient and personable. He called us before he came and told us approximately how long it would be before he got to our house. He was efficient in doing the repair and he was very easy to talk to about our appliance repair. We are very satisfied with the job he did and with his courteous nature.

Lake Appliance is a rip off company. They charged $173 to replace a $ 32 part in our dishwasher that took 8 minutes of labor. I guess they like taking advantage of senior citizens.

This was the best service we have had in the 30 years of living in Lake Tahoe. [redacted] is the best technician and was very friendly, courteous, and helpful thoughout the whole time he was fixing our washer. He was very professional, fixed our problem in a timely manner, and had exceptional manners. I would recommend him to everyone I know in the area.

Review: Company was called to repair a faulty microwave unit in a microwave oven combo. A tech came and replaced a part, but the oven part stopped functioning

We have a 20 year old microwave oven combo unit in which the microwave stopped working few weeks back. We called Lake appliance repair to fix the uwave portion and the tech arrived really soon and on time. After a lot of work, he found the issue on the microwave and replaced a switch for 232 bucks in total (service+labor+parts). This was professional and good work and I had no problem with it.

The evening the repair was done, we found that the oven stopped working/the control panel for oven stopped responding. I called the company back the next morning and a tech was sent home this morning to take a look at the new issue. They diagnosed and said that it is a non-fixable issue and that I had to replace the entire unit. When I questioned them on what happened, they said it was a coincidence that the oven went out the same day as the microwave and that they didn't have anything to do with it. They also started questioning whether the oven was broken in the first place and that I mislead them and that the tech didn't do anything with it (if this was the case, I would have swapped the entire unit at once rather than waste 240 bucks on repair and the fact that we have food residue on the oven from usage a day earlier shows that the oven worked fine till the professional touched it).

They gave me an analogy of faulty transmission and engine over the phone. Totally unprofessional response and the fact that the second tech who came in didn't even talk to the first tech on what happened, what was repaired and what was touched spoke volumes about their service. Since they broke the oven combo unit, they will need to help in replacing it.Desired Settlement: 1. Refund of Repair charges for the microwave repair of 232 dollars (I will also file a dispute on my credit card).

2. Need to pay a fair share of the replacement unit. I will pay a small part since the oven unit is pretty old, but they will need to pay a lion's share of the replacement. I don't believe in coincidences of one related unit failing the day a tech touched it and not even sending the same tech who touched it in the first place is not fair game and not professional.

Business

Response:

Business' Initial Response

Contact Name and Title: [redacted]

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@LakeApplianceRepair.com

Mr. [redacted] called us out to repair his 20 year old microwave/oven combination unit. We went out to his home and found the micro switch had short circuit to ground. We quoted the customer for the repair of his microwave and he approved. We had the part and installed it, tested the microwave, which now worked well, and went on our way.

The customer called us the next day and said his oven is now not working. We sent a different technician to his home, free of charge as a recheck, to see what the issue was. This technician is a 15 year vet and did come prepared with all of the history from the microwave repair we did the day prior contrary to what Mr. [redacted] stated. We sent [redacted] rather than the first technician because [redacted] was in his area and we wanted to get the customer seen as soon as possible.

Our technician found that the oven control had a failure. We could not get the control to respond. We found the control had a blown fuse. We replaced the fuse and got a portion of the control functional. Unfortunately we found the oven control was no longer available and unable to be rebuilt. Being a 20 year old unit, this is not completely uncommon.

Mr. [redacted] assumes that because this failure took place after our technician left his home that our technician caused this failure. It is highly unlikely that changing the micro switch would cause the control to fail. It is very unfortunate this has happened, but the unit is 20 years old and does not have a life expectancy over 15 years according to the manufactures of micro/ovens.

Mr. [redacted] stated he thought our technicians accused him of knowing about the oven failure prior to us coming out. Our company would never finger point blame; we are in the business of resolving issues, not creating them.

Because of the unfortunate timeline of events, and without taking any fault, we offered to refund the customer in full for the microwave repair we made on the first trip out. This was based on the fact that we could not prove that our technician didn't cause the failure. The customer had bought a new unit and got rid of the old unit before I, as a service manager, could inspect anything.

The customer insisted that we pay for half of a brand new appliance and a full refund of the microwave repair. A brand new unit is approx $2500. Keeping in mind, this customer got a good 20 years out of the machine he was replacing. In absolute no way was this fair for him to pin on us. However we understand how it could like this way.

We then found out that he had a previous service company out to fix his oven before we ever serviced the microwave. The service didn't go well for Mr. [redacted] which is why he called us. I don't have any further details regarding this service but wish I did.

I ended up offering this customer a full refund AND out of good will my services to install the new appliance he was having delivered. He declined.

We issued a full refund to his credit card before he could dispute it with his credit card company to save anymore headaches.

We are truly upset about this situation and wish it could have been avoided. We feel we were more than fair and without fault. Sometimes we just won't win; this is one of those situations.

Consumer's Final Response

(The consumer indicated he/she DID NOT accept the response from the business.)

I never knew businesses will pay up if I remove bad reviews from customer sites and should have atleast thought the right way with the first offer they made. Since this is going nowhere and they still claim it was accidental and have costed me my paycheck, I will follow up at small claims court.

Business' Final Response

1). I did only speak with the customer after he lodged the complaints with Revdex.com and [redacted]'s List because he never have me, the owner, the opportunity to discuss the issue before he complained. I take complaints VERY seriously which is why I contacted him at the first sign of dissatisfaction.

2). I did offer to refund him in full and pay for the installation of a new unit (as a good will gesture, not because we felt we caused any of this damage). A part of our offer was contingent on him reversing/editing his negative words on review websites which affect our reputation. When he refused our offer, which we felt was more than fair (again, because we honestly feel we did nothing wrong in this unfortunate situation) we agreed that we were not going to come to an arrangement. The customer was taking advantage of the situation on not being fair. He had received 20 years worth of usage on this machine, well over the life expectancy given for that product.

3). We ABSOLUTLEY did voluntarily refund 100% of all the charges the customer ever paid to our customer. We have proof. I refunded the charges and about 4+ hours later we received a phone call from the customers credit card company asking about the services we rendered. I informed the credit card company that we issued a refund 4 hours prior and he was charged nothing for any of the services he received from us. The credit card company was satisfied with this and I have voice recordings to prove this and date/time stamps of when the refund was processed on our end.

This customer is trying to take advantage of a small business and we have made an offer which is more than fair and the customer refuses. We can't and won't win them all. I feel confident that this customer is in the wrong and we did everything possible to make it right. Look at our Revdex.com and [redacted]'s List ratings and you will see for yourself that we are not out to lie, cheat, break, or do any wrong to our customers.

I regret that this situation has gotten as far as it has but we don't feel it is fair for a consumer to try and strong arm a legitimate, honest company to try and get more that what is right. Sorry we could not make things right for this customer.

Casey came to our house today and did a repair on our stove. He was very professional and a really nice guy. We would recommend him and Lake Appliance to anyone who needed a repair on their appliances.

Tom was professional, courteous, and quick. He answered all my questions and explained the issues with my fridge and fixed them.

Tech [redacted] was on time, courteous, knowledgeable and efficient. Found the noise maker right away... a banging drain hose! :) He went beyond and tightened the leaking hot water faucet. Very pleased with his service. Thanks [redacted]!

Review: I paid $89.99 for Lake Appliance to repair my dryer. After two visits, Lake Appliance was unsure which parts they were to replace in order to fix the dryer successfully. Prior to the date of the actual repair, I received a call from the owner stating that they were going to replace two parts as a method of "throwing everything at it", and stated that if doing so does not fix the issue, then they may have to give up on this dryer. I told him I understood, after all it is a very wonky issue. Since the owner expressed the parts may not fix the issue, I contacted the manufacture of the dryer to have them make a warranty exception and cover the cost. Lake Appliance repair, replaced 2 parts and billed the manufacture. The day after the repair I emailed Lake Appliance to request that they refund the $89.99 that I paid, since I got the dryer under warranty. They declined. I emailed back, and stated my case, which prompted a call from the owner. After a 10 minute into the conversation, the owner accused me of extorting him because I said I will state my case to the Revdex.com, and share my experience on yelp. He then told me he would no longer do business with me. The day after my conversation with the owner (Laundry day), I used my dryer and on the 3rd load the issue came back. The dryer powered off, within 30 seconds of starting the 3rd load. So I am still having an intermittent issue with my dryer (after running for about an hour or so, the dryer will stop unexpectedly).Because I told him I would take this to the Revdex.com, the owner is accusing me of extortion, said he will no longer do business with me. Yet my dryer is still broken after paying to have it fixed and after the manufacture paid to have it fixed. The owner also accused me of extortion PUBLICLY on Yelp. His refusal to do business with me and public insult has precluded him from honoring the 90 day guarantee on the repair for which I paid. But after him insulting me publicly I no longer want his company at my home again.Desired Settlement: Since Lake Appliance has expressed they will no longer do business with me and insulted me with accusations of extortion, he has rescinded the 90 day guarantee. Since the dryer is still having the issue which they predicted it may, I think it is fair they at least refund the $89.99 which was the cost of the repair AND the guarantee, both of which are not completed.I request that the owner remove his accusations from Yelp, that I am extorting him by taking my complaint to the Revdex.com

Business

Response:

[redacted] called Lake Appliance Repair on 12/29/2014 because his ** dryer was not starting. We sent our technician [redacted] to [redacted]'s residence on 12/31/2014. [redacted] found that there was a problem with the main power control board as he noticed the dryer shutting down after one minute of running. [redacted] quoted the customer parts and labor and instructed the customer to test the machine a few more times in case it was just a loose connection that [redacted] was able to repair. He also instructed the customer to contact ** to potentially get them to provide a one-time only concession for parts and labor as ** typically provides excellent customer service. The customer just paid the $89.95 service charge. On 01/02/2015 the customer called back and approved the repairs to be completed. We indicated that we'd have to order the part and that they were not in stock. On 01/08/2015 the customer called us back after obtaining an authorization from ** for the part and labor to repair the control board as suggested by our technician. This is a savings to the customer of $346.57 that would otherwise not have been done without our company being factory authorized by ** and the suggestion we offered. We care about our customers and this is one way we are able to help. On 1/8/15 when [redacted] arrived back to the customers house to install the power board he realized that the motor had failed. This was not caught at the first appointment because he had an apparent power failure. Without power and a running machine it wasn't detected by our technician that another part was perhaps at fault. Sadly, we didn't have the motor and had to order and return with the part. On 1/20/15 the motor arrived. When we called the customer to get him back on schedule we were hung up on multiple times. Perhaps there was just a connection issue between the phone lines. We called again on 1/21/15 and the phone rang and rang. After calling again on 1/21/15 we were able to schedule the follow up appointment on 1/27/15. On 1/27/15 [redacted] removed the defective dryer motor and installed a new motor. We tested the operation and found everything to be working as per specs. We never installed a second part; the control board since the unit worked perfectly after the motor was installed. [redacted] feels we were paid twice because he paid a $89.95 service charge and ** paid their contracted $100 labor. [redacted] paid for our service charge - something he agreed to pay over the phone upon his initial schedule with our company. He was quoted $346.57 for parts and labor in which ended up being covered by ** (at a lesser contracted amount). We actaully took a loss in revenue by suggesting this route to [redacted], but it's what we like to do; save our customers money. We feel [redacted] is trying to extort money from a small business doing a good job and threaten with negative reviews to get money back. We wouldn't be in business if we folded for every customer who tried taking advantage in that way. We certainly aren't getting rich by repairing appliances. We are an honest company; not installing parts that aren't necessary, saving consumers money in any way we are able, etc. In addition, we had a recorded phone call from the owner and [redacted]. In this phone call the owner, Scott, asked [redacted] if everything was working. [redacted] said, "It is working great but why should you get paid twice." We feel the customer is now stating his dryer isn't working in another attempt to get his service charge back. We warranty our work and have never refused to work for [redacted]. If he is having a problem with his dryer we are happy to see what the issue might be as we stand 100% behind our work. The customer is complaining about our response to his negative Yelp review. We have a right to respond to his accusations about the service we provide. If he doesn't want our comments on a public website, he can delete his review, which would delete our comments simutaneously. Again, I will state - we have NEVER refused to do business with Mr. [redacted] and we stand behind our decision to keep the $89.95 service charge he is disputing. We provided an excellent service to [redacted] and he agreed to the charge. We saved him a lot of money and we don't understand how one couldn't see the value we provided for the $89.95. Sorry we were unable to satisfy [redacted] to his expectations.

Consumer

Response:

I am rejecting this response because:Lake Appliance Repair continually focuses on what happened during the repair, and the billing discrepancy I brought up DURING the repair. This issue is moot. The primary issue at hand, which Lake Appliance Repair continually ignores is this:Lake Appliance repair was paid by me to fix the dryer, and the dryer issue is still continuing to have problem.The issue with the dryer is that it INTERMITTENTLY powers off, after it has been running for 2-3 hours. This is the reason why I took video of the dryer powering off and emailed it to them, because it takes so long to reproduce. It takes about 2-3 loads before the issue occurs (For now, the issue will get worse I’m sure). This was communicated to Lake Appliance repair, over the phone and in person before they started working on it. Therefore, in order for the tech to reproduce the issue he would have to run it for 2-3 hours. In order for the tech to CONFIRM the replacement parts fixed the problem, he have to run it for 2-3 hours. The tech replaced the part. Ran it for 5 minutes and said “Fixed!” . I again told him that in order to make sure it was fixed I will have to run it for a while. He said no problem, call me if it occurs again. No Rush, after all they have a 90 day guarantee on their work right? So I let him go.A few days later BEFORE I could really test the dryer, I called and spoke to [redacted] regarding a billing question (the question with [redacted] continually brings up, as a strawman tactic to ignore the primary complaint that the dryer is not fixed). We got in a somewhat heated discussion regarding the billing question which led the Owner [redacted] telling me “We will no longer do business again”. This is when he also told me that I am extorting him for going to [redacted] and Revdex.com. 2 days later after our phone call, was laundry day. I use the dryer, and on the 3rd load the dryer powers down. However, now I’m out of luck because I just got in a heated discussion with [redacted] the owner and he told me he won’t be doing business with me. I was going to let it go, after all it’s only $89, no big deal. I took his accusations as a personal insult and I also want nothing to do with him or his business. But after thinking about it more, I feel consumers need to speak up. If everyone just let it go, they will continue to get away with it. And to add insult to injury I paid money for a service and that service was never fulfilled. So that is the reason for the [redacted] Reviews, and that is the Reason for the Revdex.com complaint. But again Lake Appliance repair is trying to direct attention to the billing discussion over the phone and make about that. The owner stated in his reply to my original complaint: “[redacted], asked [redacted] if everything was working. [redacted] said, "It is working great but why should you get paid twice.” This is a flat out lie. I never said that. Lake Appliance repair claims they have this conversation recorded. SO DO I. I just listed to the recording and I never said that. Lake Appliance Repair is flat out lying about this. I challenge Lake Appliance Repair to provide the recording of me saying this.Lake Appliance repair also states in their reply “We warranty our work and have never refused to work for [redacted]”This is also a lie. Again I have the recording of our conversation, [redacted] said “We will no longer be doing business with you” and I can provide the recording to Revdex.com and Lake Appliance repair of [redacted] saying this. I can will prove that not only does this business lie, but also question the validity of their claim that they are an “Honest business”. So To Recap:- Lake Appliance Repair was paid for a Job and the Job was not completed. The business owner is ignoring this fact.- The Owner of Lake Appliance Repair told me “I won’t be doing business with you again” (Which I have a recording of) and accused me of extortion over the phone and on [redacted] because I mentioned I would go to [redacted] and Revdex.com. (They don’t want to be outed). Therefore not honoring their agreement- Lake Appliance repair is Lying about me saying the dryer worked fine, and I can prove it. I also have a recording of the call they are speaking of. - Lake Appliance repair is NOT HONORING their own 90 day guarantee.- Being that Lake Appliance repair is continually lying about me saying things that were simply not said (Which I can prove with the recorded call) They have made this a personal insult and they are not welcome at my home. I want nothing to do with this company. I will prove they are lying and ignoring their guarantee and they are the epitome of a dishonest business. To Lake Appliance Repair: - I am telling you that the dryer still is not fixed. What is your response to this? You need to respond to this. Are you going to stand up to your guarantee or not?- Also I challenge you to provide the recording of me saying “The dryer is working great” when I spoke with [redacted] which you claim. Prove I said that; Provide the recording. - Your opportunity to look at my dryer again is gone after you have insulted me and lied about me saying things that I never said to make me look like I’m extorting you. This lie and insult has brought this to a personal level and you are not welcome at my home. To prospective customers: Be very very careful dealing with this company, or you will end up like me. At the very least pay with a credit card so you can dispute the charges when they do not honor their guarantee. Hopefully knowing this is a possibility, it would keep them honest.To past and future customers: If you too have been burned by this company, Speak up! Write [redacted] reviews, file a complaint with Revdex.com, these people need to be outed. Two thing are going to happen: Either they get outed, or get smart and stop their shenanigans in fear of being outed. But that can only happen if consumers speak up!

Business

Response:

As you feel about us, we feel there are certainly statements that have been made by you that are completley false. We will not respond to the accusations you bring forth in your complaint; they are simply NOT true. If we were in fact as horrible as you make us sound I can assure you we'd have many more complaints than we have. Consumers would not accept it. We take pride in the service we provide and the business we have built. We regretfully accept your rejection, [redacted]. We are very sorry it got to this point and that we couldn't satisfy your expectations. Your comments don't go unheard. You may not think so, but we use all comments, complaints, reviews, etc as training in each meeting we hold every month.

Consumer

Response:

I am rejecting this response because: Case in point, as you can see the business is not acknowledging the initial complaint. They are simply ignoring it. Meanwhile I got the dryer issue resolved. But this goes to show that Lake Appliance Repair will just ignore any claim to their guarantee if they simply choose to by saying "We accept your rejection". My problem is fixed, no thanks to them, case closed, want nothing more to do with these people

C. is just leaving...couldn't have been better! very honest about our 7 year old Kenmore french door refrig.

turns out its a piece of junk. we need to replace it.

no more Kenmore for us!

Newcastle, ca