Lambco Appliance Service

I am responding to the complaint filed by [redacted] He purchased the refrigerator years ago from meAt the time he purchased an extended warranty through [redacted] When he called me about the problem, I told him it’s past the year warranty with us, but to pursue it with the extended warranty companyWhen he called me and told me he was having trouble with [redacted] coming out, I sent one of my repair men outHe found that there was a large buildup of ice around the fanThat’s the noise he was hearing-the ice hitting the fanMy repair man defrosted the refrigerator and the noise went away.I have tried calling [redacted] to see how the repair went, but have not heard anything backI feel that I went out and made a good faith effort to resolve this issue and as far as I know it is resolved

Tell us why here...Lambco sent a technician to the customer’s home for service on a dishwasher and rangeThe initial service call is a diagnostic call to determine what parts, if any, are needed in servicing the applianceThe customer agreed to a $diagnostic call for the first appliance (dishwasher) and $for the diagnostic call of the second appliance (range), and was informed that any parts and labor would be extraThe technician diagnosed the dishwasher as having a drain issue, and attempted to fix the unit by repositioning the drain hose, informing the customer that if this did not fix the problem then it would need additional partsHe performed a short test cycle and the unit appeared to workThe technician diagnosed the range as needing a new ignitorThe customer declined to complete the repair on the rangeThe customer notified Lambco that the dishwasher was again not operating properly and declined to complete the repair by replacing any partsThe customer purchased a new dishwasher from Lambco and received a service coupon off their purchase price to help offset the cost of their diagnostic callLambco installed the dishwasher and performed a test cycle to check for leaksThe customer reported having a service issue with the new dishwasher, and Bosch coordinated a technician from a different service company to go out and service the dishwasherThe technician determined that the customer’s plumbing was clogged with debris that was preventing the new dishwasher from drainingDebris in the customer’s plumbing could have also caused the pump in the original dishwasher to malfunctionLambco provided a diagnostic service for this appliance as well as a second applianceThe customer declined to complete the repair on either appliance and elected to purchase a new dishwasher and not to repair the rangeLambco provided a competitive price for the new unit and offered the customer a service coupon to offset the diagnostic call she had paid for the dishwasherLambco installed the dishwasher correctly with no leaks and the unit was able to perform a test cycleThe unit was filled, tested for wash, and put into a drain cycle, and drained and pumped out completely The dishwasher installed by Lambco is in perfect working order and the customer received a partial reimbursement for the diagnostic service call when she elected to purchase a new unitLambco is not responsible for any issues with a customer’s existing plumbingLambco has reached out to this customer and offered a resolution of $which the customer declinedThe customer has received a partial refund of $and a discounted sale price on the new unitAt this point, Lambco does not believe any refund is warranted

Good morning [redacted] has been a great customer with Lambco Appliance for a long time, and we tried our very best to get this situation taken care of for him and his wifeIn dealing with ***, the manufacturer warranty applies under the first yearAny replacement of an appliance has to be approved by *** [redacted] did go out on several occasions and instructed [redacted] to take the necessary steps, which he didAt this point of the problem, we contacted the national service manger for [redacted] with multiple emails and phone calls and were instructed to have [redacted] continue dealing with [redacted] directlyWe do have a "manufacturer warranty applies" policy on returns which is posted throughout the store and on credit card receipts [redacted] ultimately decided there was nothing wrong with the dishwasher and will do nothing for ***We always serve our customers to the best of our ability here at Lambco, but the final decision to not replace the dishwasher was made by ***

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] I do not accept their excuseThey are the dealer of the machineI have a defective product and they will not take it back [redacted] says they won't help us eitherSo now I am a consumer stuck with a machine that I can't wash dishes in because everything I wash tastes like burned rubberI did everything they said and it has been much longer than they told me for the problem to rectify itselfI don't see how there is nothing wrong with this machine when I can't wash a dish without it tasting like burnt rubberWe keep trying to use it, but the smell is not going awayIf anything, it is,worse! Being that I am a longtime Lamco customer and their technician smelled it as well, I would think they would be able to help meNot only am I stuck with this horrible machine but now I can't get the rebate either because the time has elapsedThis is not right on so many levelsI was a loyal customer, where is their loyalty? They had no problem taking our money, but have a problem and they won't help usWe want our money backI beleive that if I just didn't like the machine I shouldn't be able to return it, but if I can't use it, they should take it back! Regards, [redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.I am not stupidI have been a homeowner since In the intervening years I have had MANY service calls from MANY appliance servicesNever did anyone show up completely unprepared to even attempt a repairBasically Lambco showed up to say YepYou have a problemThat'll be $My response will be an informational picket in front of their business this spring when the weather is warmer informing people to check complaints on your website and yelp before doing business with LambcoAlso public posting of the same on community bulletin boards
Regards,
*** ***

The owner has contacted the customer and they are working together to come up with a solution to resolve this issue

Tell us why here...Lambco respects the intelligence of all our customers and attempts to provide exceptional service to each customerAs such, we’ve reviewed this service call with the technician who provided the diagnosisMs*** was not home for the service callThe technician arrived as she was leaving and her husband was home throughoutThe technician brought with him his tool bag and a shop-vacThe technician found the bottom of the dishwasher filled with water and used the shop-vac to empty the machineHe found that the dishwasher drain line had come loose from its support clip and was not set up correctlyThe technician corrected the drain line and ran three test cycles in front of the homeowner’s husbandIn each test cycle the unit completely drained and pumped out the waterThe technician informed the customer’s husband that if the problem persisted, it was likely due to a faulty drain pump, and that additional parts would be needed to complete the repairAny blockage in the customers plumbing can cause the dishwasher drain pump to failThe technician diagnosed that the range needed a new ignitor by using his AMP clamp / MultimeterThe technician came to the diagnostic call prepared to diagnose what parts were needed to complete a repair, and to complete a repair if no parts were needed. Upon installing the new dishwasher the technician performed a test cycle that demonstrated the new unit’s ability to fill with water, wash, drain and pump out all water without any leaksThe customer signed the delivery ticket stating that the installation was completed correctly with no leaks. At Lambco we try to provide both respect and excellent service to all our customersThe technician arrived at Ms***’s home prepared to diagnose both appliances and fix each appliance if parts were not neededHe provided the service of diagnosing the range for the customer, and attempted to repair the dishwasher without partsThe technician demonstrated to the customer that the dishwasher was draining properly after repositioning the drain hoseThe technician disclosed to the customer that if the problem persisted the dishwasher would need additional partsThe customer elected to buy a new dishwasher instead of completing the repair, and elected not to complete the repair on the rangeThe customer received a discounted price on the new dishwasher as well as a service coupon at the time of purchase to help offset the diagnostic callThe customer is requesting a full refund of all service charges when the reality is that Lambco provided diagnostic service on two appliances, attempted repair on one appliance, and provided a service coupon and discounted price when the customer elected to buy a new dishwasher as opposed to completing the repairLambco also offered the customer a $refund for the second appliance service call as a gesture of good faith, which the customer refusedAt this point, Lambco does not believe that any refund is warranted

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint [redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. I do not accept their excuse. They are the dealer of the machine. I have a defective product and they will not take it back. [redacted] says they won't  help us either. So now I am a consumer stuck with a machine that I can't wash dishes in because everything I wash tastes like burned rubber. I did everything they said and it has been much longer than they told me for the problem to rectify itself. I don't see how there is nothing wrong with this machine when I  can't wash a dish without it tasting like burnt  rubber. We keep trying to use it, but the smell is not going away. If anything,  it is,worse! Being that I am a longtime Lamco customer and their technician smelled it as well, I would think they would be able to help me. Not only am I stuck with this horrible machine but now I can't get the rebate either because the time has elapsed. This is not right on so many levels. I was a loyal customer, where is their loyalty? They had no problem taking our money, but have a problem and they won't help us. We want our money back. I beleive that if I  just didn't like the machine I shouldn't be able to return it, but if I  can't use it, they should take it back!
Regards,
[redacted]

Good morning. [redacted] has been a great customer with Lambco Appliance for a long time, and we tried our very best to get this situation taken care of for him and his wife. In dealing with [redacted], the manufacturer warranty applies under the first year. Any replacement of an appliance has to be...

approved by [redacted] did go out on several occasions and instructed [redacted] to take the necessary steps, which he did. At this point of the problem, we contacted the national service manger for [redacted] with multiple emails and phone calls and were instructed to have [redacted] continue dealing with [redacted] directly. We do have a "manufacturer warranty applies" policy on returns which is posted throughout the store and on credit card receipts. [redacted] ultimately decided there was nothing wrong with the dishwasher and will do nothing for [redacted]. We always serve our customers to the best of our ability here at Lambco, but the final decision to not replace the dishwasher was made by [redacted].

Tell us why here...Lambco sent a technician to the customer’s home for service on a dishwasher and range. The initial service call is a diagnostic call to determine what parts, if any, are needed in servicing the appliance. The customer agreed to a $129 diagnostic call for the first appliance...

(dishwasher) and $79 for the diagnostic call of the second appliance (range), and was informed that any parts and labor would be extra. The technician diagnosed the dishwasher as having a drain issue, and attempted to fix the unit by repositioning the drain hose, informing the customer that if this did not fix the problem then it would need additional parts. He performed a short test cycle and the unit appeared to work. The technician diagnosed the range as needing a new ignitor. The customer declined to complete the repair on the range. The customer notified Lambco that the dishwasher was again not operating properly and declined to complete the repair by replacing any parts. The customer purchased a new dishwasher from Lambco and received a service coupon off their purchase price to help offset the cost of their diagnostic call. Lambco installed the dishwasher and performed a test cycle to check for leaks. The customer reported having a service issue with the new dishwasher, and Bosch coordinated a technician from a different service company to go out and service the dishwasher. The technician determined that the customer’s plumbing was clogged with debris that was preventing the new dishwasher from draining. Debris in the customer’s plumbing could have also caused the pump in the original dishwasher to malfunction. Lambco provided a diagnostic service for this appliance as well as a second appliance. The customer declined to complete the repair on either appliance and elected to purchase a new dishwasher and not to repair the range. Lambco provided a competitive price for the new unit and offered the customer a service coupon to offset the diagnostic call she had paid for the dishwasher. Lambco installed the dishwasher correctly with no leaks and the unit was able to perform a test cycle. The unit was filled, tested for wash, and put into a drain cycle, and drained and pumped out completely.  The dishwasher installed by Lambco is in perfect working order and the customer received a partial reimbursement for the diagnostic service call when she elected to purchase a new unit. Lambco is not responsible for any issues with a customer’s existing plumbing. Lambco has reached out to this customer and offered a resolution of $79 which the customer declined. The customer has received a partial refund of $20 and a discounted sale price on the new unit. At this point, Lambco does not believe any refund is warranted.

I am responding to the complaint filed by [redacted]. He purchased the refrigerator 2 years ago from me. At the time he purchased an extended warranty through [redacted]. When he called me about the problem, I told him it’s past the 1 year warranty with us, but to pursue it with the...

extended warranty company. When he called me and told me he was having trouble with [redacted] coming out, I sent one of my repair men out. He found that there was a large buildup of ice around the fan. That’s the noise he was hearing-the ice hitting the fan. My repair man defrosted the refrigerator and the noise went away.I have tried calling [redacted] to see how the repair went, but have not heard anything back. I feel that I went out and made a good faith effort to resolve this issue and as far as I know it is resolved.