Lewis Appliance Service

Initial Business Response /* (1000, 16, 2016/04/25) */
customer was aware the original part was not available and subbed to a new part number and she insisted it be installed but was told per the mfg. it would not fix the issue and she still wanted the part put on there is nothing else we can do...

for the washer
Initial Consumer Rebuttal /* (3000, 18, 2016/04/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Lewis Appliance had ordered and put in the exact same part several years prior and the machine worked. When the manager looked up the part he found that the part was indeed used when it was last fixed. So again, I state that the part that was put in was either defective or that the problem was misdiagnosed and Lewis Appliance is unable to repair Whirlpool washers. They advertise that they fix Whirlpool washers. Not only were they unable to fix it, they went for months giving us excuses about the reason that they could not get the part. Their customer service is the absolute worst that I have ever seen and they do not stand behind their work. I have not been given any refund and have a washer that is in the same broken condition that it was when they were originally called more than a year ago.
Final Business Response /* (4000, 20, 2016/05/04) */
We stand behind our original rebuttal. We have explained all of this to the customer a number of times. Whirlpool changed venders that made the part engineers at whirlpool said it would not work for this customer's unit. Again we stand behind our original rebuttal. Thank you

Initial Business Response /* (1000, 8, 2015/10/12) */
Customer [redacted] called our office on 09/10/15 at 13:19 and requested to set up service calls for multiple appliances. (Kenmore Refrigerator needing part installed in the door which customer purchased her self, A
** Range with the...

complaint of pre heat not working, and a [redacted] Dishwasher with a complaint of a loose latch) Mrs. [redacted] was explained by our schedule secretary the first appliance diagnostic and trip charge would be $70.00 + tax, each additional appliance would be $35.00 + tax diagnostic fee. on 09/17/15 AT 8:15AM Our office received a call from [redacted] requesting a full refund. We explained to her a number of times we diagnosed the Range and unfortunately the part needed is no longer manufactured, we can not diagnose over the phone and would have to have a technician test the unit on sight. The second. appliance was a [redacted] dishwasher with a loose handle, the technician diagnosed the unit of needing part # [redacted] which was ordered on 09/15/15 at 9:11 am after the tech completed the diagnostic. On 9/15/15 at 10:01am we received a call from Mrs. [redacted] and she canceled the part because her "daughter a mechanical engineer" would be completing the repair, the part was than canceled at that point. Mrs. [redacted] third and last appliance was a [redacted] Refrigerator, Our service tech that was at that location was not certified for refrigeration and was not comfortable with installing the part the customer had, and Mrs. [redacted] was told we would have a tech able to do it there the on 09/16/15 with no extra changes added to her, again she was ok with the reschedule. on 09/16/15 at 10:36 am the customer called and canceled the appointment because her "daughter the mechanical engineer" was going to fix the door. We did explain that Mrs. [redacted] could receive a refund for the refrigerator which was the third appliance, $35.00 diagnostic fee + 2.54 tax equaling $ 37.54. Mrs. [redacted] refused refund at this point. We will not refund the $70.00 fee because the first appliance is $70.00 ( which is $35.00 trip charge and $35.00 diagnostic charge). All additional appliances have a $35.00 diagnostic fee and the trip charge is waved because we are already in home for first appliance. The customer chose after we were there and diagnosed the unit and ordered parts to have her "mechanical engineer daughter complete the repair. If she was able to do the repairs why did Mr. [redacted] call our office and schedule all there appliances for repair?
Initial Consumer Rebuttal /* (3000, 10, 2015/10/19) */
See below.
In response to your report sent to me on 10/12/2015, there are a few areas that need to be clarified. When I called Lewis Appliance on 9/17/2015, I asked what the trip charge would be and was told it would be $70.00. There was no mention of the additional charge for each additional appliance. When I called to request a refund, I asked for $75 (70.00 + 5.08 tax). I was not told that I "could receive a refund for the refrigerator which was the third appliance, $35.00 diagnostic fee". I was simply told by the lady on the phone that she would not do that. The only part that was needed per Lewis Appliance was the latch for the dishwasher. On 9/15, I did ask them to cancel that order along with the follow-up trip. I knew what the problems were regarding the dishwasher and the refrigerator and explained both problems during my first phone conversation with Lewis Appliance. During the visit to my home, I was told by the technician that parts were no longer available for repair of my stove. My daughter came by the evening of 9/15 and upon hearing my complaint about the $150.00 charge with no resolution to my problems, she informed me that she could fix the refrigerator since I had the part on hand. Prior to that, she was unaware of my repair needs. That is "why I called Lewis Appliance" in the first place. I did not know she was able to do this for me, and had it been resolved on the first visit as anticipated, she would not have even offered to do so. She also fixed the dishwasher after I obtained the part needed. Since Lewis Appliance did not make the second trip to my home, I still feel a refund is in order. Again I will reiterate that there was no mention of refund on the part of Lewis Appliance. The lady on the phone simply stated that she would not do that. I will settle for the $37.54 which is a compromise on both our parts. Thank you Revdex.com for your attention to this matter. Sincerely, [redacted]