Lew White Appliances

We have purchased all of our appliances from Lew White for 35 years. The reason that we do, is that they service all the appliances that they sell. I had a problem this morning with my refrigerator. Sean, knowing that refrigeration is very important, fit me in within a few hours. He fixed the problem, and even took a look at my dishwasher which was clogged. I highly recommend Lew White. Diane Voyentzie

Review: I am very angry and frustrated at the poor customer service that this small time operation delivers. First of all, I was never given an estimate by the Service Dept. of the first service call prior to the repairman coming in to fix my washing machine. When he does arrive, he is unable to fix the machine saying that he needs to order a part then bills me almost $100 for the "diagnosis;" something I was not told I would have to pay upon the first visit. Then I wait a week for the part to be ordered and that the price for the next service call would be another $150 only to be told on the day of the service call, today, that they ordered the wrong part! I was incensed since I came in from my other home in NYC and I have very limited free time! They did offer to provide me with a substitute machine due to my aggravation but as I am writing this letter to you, they have been unable to find me a temporary machine and am still waiting to hear from their office (this could take all day). My question is first, how can they order the wrong part in the first place? why did I never receive estimates of the work prior to the first visit? Plus, the Service Manager acts in a very indifferent manner and should be strongly reprimanded and I should be compensated in some manner for my time and aggravation! Thank you for your time and attention in this matter. Sincerely, Dr. [redacted]

Product_Or_Service: Fisher & Paykel Ecosmart

Order_Number: 2480

Account_Number: none given

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want a written warranty on the work plus, a written apology from the owners of the business for my inconvenience and aggravation.I do not plan on ever buying another appliance from this store so a coupon for future purchases is not applicable here although, it would be appreciated. Thank you.

Business

Response:

Business Response /* (1000, 8, 2013/09/03) */

Normally we inform our customers of our service fees when they call for out of warranty service on their appliance. Only in warranty service is no charge to the customer. Possibly we neglected to inform the customer in this instance. Regardless three and a half year old washing machines incur service charges. We diagnosed the machine and informed the customer of all fees. The trip and diagnostic charge was 89.95 plus tax. A part was needed and service related to installing that part was an additional 60.00. The part would have to be ordered. The customer paid the trip and diagnostic charge. The total therefore would be approximately 150.00. Customer states in his complaint that we charged 100.00 and then quoted another 150.00 to complete the job. That would be incorrect. The customer would be in error. Upon ordering the part from our parts distributor we inadvertently keyed in a wrong digit which meant we did not receive the part and could not take care of the customer as expeditiously as anyone wanted. To mitigate 'damages' as much as possible we overnight-ed the part and fixed the machine the next day. This was discussed with customer and customer was told that his bill would be reduced in allowance for his aggravation. At this point customer's washing machine is running and customer is not being billed for the part nor for the service related to installing the part.