M and S Home Appliance

[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 made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, Eunice Lien ,The letter you received was not at all accurate, I did not say I would bad mouth them, but when I was treated so rudely when I said I would just pick it up, I said I didn't think that was a very good way to run a business My main complaint was that they lied about the fan being broke It was not, and was fixed in a few minutes by moving a loose bracket As long as they tore up the check, I am satisfied, and will end this matterThank you for your help

Customer brought in microwave for repair, after we gave the customer an estimate and she approved it, she called back and said she had insuranceWe advised her we don't work with insurance companiesShe was adamant that we call, so we did call them and they advised us that we need to be in the customers home to do the repairShe was advised of this and the charge to come out to where she is located would be $She refused and stated we are just trying to rip her offShe came in and picked up her microwave and paid the $diagnostic fee, which she was advised of in the beginningShe kept stating that she doesn't under stand why she is paying a diagnostic fee because we didn't diagnose itWhich we did because the unit needed multiple partsShe then states she had another company out to fix it and all they did was adjust the bracketThe parts are deformed from heat, so when it is running the fan is ticking, the bracket is deformed and the fan blade slides back and forthThe motor is a d shaft and the fan blade is round therefore it doesn't lock in placeAnd as far as getting a refund we tore up her check when she walked outShe was stating she was gonna bad mouth us to everyone and we don't know how to run a businessSo we figured we didn't even want her moneyShe can keep it

Customer has *** Extended Warranty, Not Manufacturer warranty Tech arrived at home found water in the tub not over flowing or flooding, just water sitting in the tub Tech pushed cancel to drain out the water the unit drained fine Tech continued to test unit, put in a normal
wash unit filled and washed normalat this point we tested the drain pump, water valve, control board, wash motor, & door switch All these things have been tested and are working Tech called home owners extended warranty and advised them we need to find a broken shorted or non working part to do any type of repair According to the extended warranty company, we can not replace parts if the unit is working fine We have to find it actually broken We advised the customer to use the unit until it fails We also advised the customer to have their insurance company call a different company

This is repair is covered by an extended warranty When we were at the home, the unit was working fine We cannot replace parts that are not needed At the time we were in the home, the tech hit cancel and the unit drained The customer wanted us to replace parts that were not needed at the timeThe customers are always attacking the service company when their appliances break, we will not do service for this customer due them stating we are incompetent They have not been happy with their product since the 1st time we walked into there home and they take it out on the service company If the consumer has an actual flood, they should contact their homeowners insurance to take care of it, not the appliance extended warranty, which is *** We are not the extended warranty company, we are contracted through Assurant and we have to abide by their guidelines The customer did have an appointment scheduled with us, but then their extended warranty company removed it from our system, at that time, we no longer have authorization to go out to the home Why was it removed, we don’t know We only have access to see what calls we have I have attached the cancellation email we received from the extended warranty company. Please let us know if we can be of any further assistance

I was told this company would return on 12/- because my dishwasher flooded my kitchenfloor Something the owner informed my husband couldn’t happen When I used the dishwasheraccording to their instructions……the water didn’t drain out of the dishwasher It poured outof the dishwasher when I opened the door However they did not show up as promised. Water remaining in the tub after a completed wash/dry cycle indicates there is a problem M & Sdoesn’t think it does And if I had damage to my property, I’d be suing them right now.Please close this complaint The only reason they were suppose to come back is that GE wouldNOT hire another company Now they have to because M & S refuses to do business with me.Frankly it is a relief not to have their incompetent personnel in my house.Because of M & S’s incompetence…… electrical parts are probably damaged from the excesswater in the dishwasher and will probably have to be replaced Thankfully under my extendedwarrarty.Thank you for your time and attention to this matter.Sincerely,*** ***

Customer brought in microwave for repair, after we gave the customer an estimate and she approved it, she called back and said she had insurance. We advised her we don't work with insurance companies. She was adamant that we call, so we did call them and they advised us that we need to be in the...

customers home to do the repair. She was advised of this and the charge to come out to where she is located would be $125.00. She refused and stated we are just trying to rip her off. She came in and picked up her microwave and paid the $60.00 diagnostic fee, which she was advised of in the beginning. She kept stating that she doesn't under stand why she is paying a diagnostic fee because we didn't diagnose it. Which we did because the unit needed multiple parts. She then states she had another company out to fix it and all they did was adjust the bracket. The parts are deformed from heat, so when it is running the fan is ticking, the bracket is deformed and the fan blade slides back and forth. The motor is a d shaft and the fan blade is round therefore it doesn't lock in place. And as far as getting a refund we tore up her check when she walked out. She was stating she was gonna bad mouth us to everyone and we don't know how to run a business. So we figured we didn't even want her money. She can keep it.

[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 made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Eunice Lien
  ,The letter you received was not at all accurate, I did not say I would bad mouth them, but when I was treated so rudely when I said I would just pick it up, I said I didn't think that was a very good way to run a business.  My main complaint was that they lied about the fan being broke.  It was not, and was fixed in a few minutes by moving a loose bracket.  As long as they tore up the check, I am satisfied, and will end this matter. Thank you for your help.

Customer called in for service on a samsung dishwasher 9-3-15 stating an Error code of over level error and Smart Auto & Heavy was flashing.  Which this is one of many fail codes this unit has.  At this time this is the only fail code displaying.On 9-3-15 the Technician...

arrived at customers home and diagnosed the dishwasher of having this error code.  The technician then called Samsung Factory and talked with the technical assistance line and discussed the error code.  Samsung tech line advised to replace the case break and main board and documented the issue.The main board has a manufacture part only warrantyM&S ordered the replacement parts The parts arrived and the office scheduled service for the 9th of Sept 2015The tech arrived in home and installed the new parts Immediately the Brand New Part (the case break) Was Defective.The tech reordered the case break and went back out to customers home on Sept 15th 2015The technician installed the new part again and water tested the dishwasher The technician showed [redacted] that the dishwasher was working normal and the error code the unit was displaying was now repairedOn Sept 16th 2015 [redacted] called in and stated the dishwasher was not working and is displaying "Heavy" this error code is completely different from the above fail codeThe fail code Heavy is When the Sensor detects 3.5 v or below in 3 seconds, which means there is a water leak coming out the Tub or a leak with the sump Assm.  This means there is a water leak and the sensor is detecting.David the technician talked with [redacted] and discussed the error codes and tried to set up service and did not ask for any money due to our service call has a 30 day warranty[redacted] said my dishwasher is not repaired and yes we did ask to talk to someone else like a husband or a family member due to [redacted] Out Of control temper and nasty attitude we could not have a conversation as M&S means no disrespect in any wayAs for a customers point of view the dishwasher does not work As for a technician point of view There is 12 error codes and all of them are differentI [redacted] Called [redacted] and asked for her Email to show her she has multiple problems with the Samsung Dishwasher [redacted] did not want to hear anything I had to say as she was out of control cussing and screaming I Have Experienced [redacted] out of control Temper prior as she was totally Disrespectful and nasty to Samsung Factory because her Samsung Microwave Broke And demanded a replacementJudgement the first error code has been repaired and now the dishwasher is having another error We have repaired the first issue as the technician visually showed the dishwasher running and operating normal with the job completed we have [redacted] Signature on the invoice constitutes acceptance of service performed being satisfactory and that the equipment has been left in good condition job complete their is no refund for this Nobody can control when a appliance will malfunction as we experienced the problems with the Microwave and dishwasher In closing I am happy to go to her home and diagnose the new problem that she is having and discuss it with her and Samsung to see what the next step is.

Tell us why here...In regards to the customers complaint.  We received a work order from [redacted] on 8/18/2015 @ 9:06 am.  The customer was pre-scheduled for an appointment of his choice on 8/25/2015 between the hours of 1-5 pm.  When I received the work order, I called [redacted]...

[redacted] to confirm his information and asked him if he wanted an earlier appointment, that I had availability on 8/26 between 8-12.  He advised me that he works in [redacted] and his only day off is Tuesday.  I then asked him he would prefer a Morning (8-12) or afternoon (1-5) appointment.  He stated he would prefer a morning appointment so he could have the afternoon to do all his errands.  I advised him the technician would call him 15/20 minutes prior to arrival.  Then on 8/25/15 at 9:55 am I received a phone call stating "I have an appointment today from 8-12, am I still on I can't wait all day I'm a Doctor".  I then asked the customer who he was as he did not give that information.  He angrily said [redacted].  I then asked can I please have a little more information, I don't only have one call this morning, in which is response was yelling at me, what do you mean I don't have an appointment.  I again stated, I never said you don't have an appointment, can I please have your name and address so I can look at the schedule.  I advised him he was on schedule between 8-12, he then asked would the tech call him before, I stated yes. He kept yelling at me that he is a Doctor and we don't know how to make appointments, that when he gives someone an appointment time, he sees them at that exact time and that's what we need to do.  At this time, I couldn't take him yelling at me anymore so I passed the phone to my supervisor.From [redacted]: After I was handed the phone to handle an out of control customer.  I said hello, can I help you.  Immediately the customer went out of control stating that this is bull[redacted] and that I needed to contact the technician to see how long until the tech arrived at the customers home.  I stated the service window is between 8-12 and the tech will call 15/30 minutes prior to arrival.  The customer state he is a doctor (10 times) and his customers never wait, when customers go into his office at a set time they are seen.  Please keep in mind it is 10 am and customer is still on schedule and we did not have a problem until the customer called irate.  I [redacted] stated to the customer, is this the way you treat your customers, I then advised him that he was out of line and disrespecting me and I have no choice to cancel your appointment.  The customer does not owe us anything nor do we owe the customer anything.  This a manufacture warranty and he was advised to call [redacted] and see if they could send someone out that would give him an exact time.

Tell us why here...In regards to the customers complaint.  We received a work order from [redacted] on 8/18/2015 @ 9:06 am.  The customer was pre-scheduled for an appointment of his choice on 8/25/2015 between the hours of 1-5 pm.  When I received the work order, I called [redacted]...

[redacted] to confirm his information and asked him if he wanted an earlier appointment, that I had availability on 8/26 between 8-12.  He advised me that he works in [redacted] and his only day off is Tuesday.  I then asked him he would prefer a Morning (8-12) or afternoon (1-5) appointment.  He stated he would prefer a morning appointment so he could have the afternoon to do all his errands.  I advised him the technician would call him 15/20 minutes prior to arrival.  Then on 8/25/15 at 9:55 am I received a phone call stating "I have an appointment today from 8-12, am I still on I can't wait all day I'm a Doctor".  I then asked the customer who he was as he did not give that information.  He angrily said [redacted].  I then asked can I please have a little more information, I don't only have one call this morning, in which is response was yelling at me, what do you mean I don't have an appointment.  I again stated, I never said you don't have an appointment, can I please have your name and address so I can look at the schedule.  I advised him he was on schedule between 8-12, he then asked would the tech call him before, I stated yes. He kept yelling at me that he is a Doctor and we don't know how to make appointments, that when he gives someone an appointment time, he sees them at that exact time and that's what we need to do.  At this time, I couldn't take him yelling at me anymore so I passed the phone to my supervisor.From [redacted]: After I was handed the phone to handle an out of control customer.  I said hello, can I help you.  Immediately the customer went out of control stating that this is bull[redacted] and that I needed to contact the technician to see how long until the tech arrived at the customers home.  I stated the service window is between 8-12 and the tech will call 15/30 minutes prior to arrival.  The customer state he is a doctor (10 times) and his customers never wait, when customers go into his office at a set time they are seen.  Please keep in mind it is 10 am and customer is still on schedule and we did not have a problem until the customer called irate.  I [redacted] stated to the customer, is this the way you treat your customers, I then advised him that he was out of line and disrespecting me and I have no choice to cancel your appointment.  The customer does not owe us anything nor do we owe the customer anything.  This a manufacture warranty and he was advised to call [redacted] and see if they could send someone out that would give him an exact time.

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Eunice Lien

  ,The letter you received was not at all accurate, I did not say I would bad mouth them, but when I was treated so rudely when I said I would just pick it up, I said I didn't think that was a very good way to run a business.  My main complaint was that they lied about the fan being broke.  It was no
t, and was fixed in a few minutes by moving a loose bracket.  As long as they tore up the check, I am satisfied, and will end this matter. 
Thank you for your help.

Customer brought in microwave for repair, after we gave the customer an estimate and she approved it, she called back and said she had insurance. We advised her we don't work with insurance companies. She was adamant that we call, so we did call them and they advised us that we need to be in the...

customers home to do the repair. She was advised of this and the charge to come out to where she is located would be $125.00. She refused and stated we are just trying to rip her off. She came in and picked up her microwave and paid the $60.00 diagnostic fee, which she was advised of in the beginning. She kept stating that she doesn't under stand why she is paying a diagnostic fee because we didn't diagnose it. Which we did because the unit needed multiple parts. She then states she had another company out to fix it and all they did was adjust the bracket. The parts are deformed from heat, so when it is running the fan is ticking, the bracket is deformed and the fan blade slides back and forth. The motor is a d shaft and the fan blade is round therefore it doesn't lock in place. And as far as getting a refund we tore up her check when she walked out. She was stating she was gonna bad mouth us to everyone and we don't know how to run a business. So we figured we didn't even want her money. She can keep it.

Review: I had a 4 hr.window for service, after waiting 2 hrs I called to get an update of when the tech. may arrive. They said anytime in the 4 hrs and would not call him to see if he was schedule. When I pressed the issue I was told I may cancel the appointment at any time. I was passed to another person who said that they would not call the tech., I then expressed my frustration as I am a Doctor and do not have my patients wait 4 hrs for an appointment, the patients would get upset and that was unprofessional to me. He then said this is not a Doctors office and my appoint was canceled and I could call ** to complain, he hung up. They acted as a BULLY, it was their way or else! I had waited 2 weeks for this appointment, I do not have a functioning refrigerator. I work 8-5pm.Desired Settlement: 1.) Let the business know that a complaint has been filed.

2.) Their practice of "Bullying" consumers is wrong and it will eventually catch up with them

(although I don't know how).

Business

Response:

Tell us why here...In regards to the customers complaint. We received a work order from [redacted] on 8/18/2015 @ 9:06 am. The customer was pre-scheduled for an appointment of his choice on 8/25/2015 between the hours of 1-5 pm. When I received the work order, I called [redacted] to confirm his information and asked him if he wanted an earlier appointment, that I had availability on 8/26 between 8-12. He advised me that he works in [redacted] and his only day off is Tuesday. I then asked him he would prefer a Morning (8-12) or afternoon (1-5) appointment. He stated he would prefer a morning appointment so he could have the afternoon to do all his errands. I advised him the technician would call him 15/20 minutes prior to arrival. Then on 8/25/15 at 9:55 am I received a phone call stating "I have an appointment today from 8-12, am I still on I can't wait all day I'm a Doctor". I then asked the customer who he was as he did not give that information. He angrily said [redacted]. I then asked can I please have a little more information, I don't only have one call this morning, in which is response was yelling at me, what do you mean I don't have an appointment. I again stated, I never said you don't have an appointment, can I please have your name and address so I can look at the schedule. I advised him he was on schedule between 8-12, he then asked would the tech call him before, I stated yes. He kept yelling at me that he is a Doctor and we don't know how to make appointments, that when he gives someone an appointment time, he sees them at that exact time and that's what we need to do. At this time, I couldn't take him yelling at me anymore so I passed the phone to my supervisor.From [redacted]: After I was handed the phone to handle an out of control customer. I said hello, can I help you. Immediately the customer went out of control stating that this is bull[redacted] and that I needed to contact the technician to see how long until the tech arrived at the customers home. I stated the service window is between 8-12 and the tech will call 15/30 minutes prior to arrival. The customer state he is a doctor (10 times) and his customers never wait, when customers go into his office at a set time they are seen. Please keep in mind it is 10 am and customer is still on schedule and we did not have a problem until the customer called irate. I [redacted] stated to the customer, is this the way you treat your customers, I then advised him that he was out of line and disrespecting me and I have no choice to cancel your appointment. The customer does not owe us anything nor do we owe the customer anything. This a manufacture warranty and he was advised to call [redacted] and see if they could send someone out that would give him an exact time.

Review: I took my micro/convection oven to M&S Home Appliance at [redacted] here in [redacted] on Nov.17. I called several times because I hadn't heard from them. They said it needed a new fan and bracket and it would be over $400.00. They said they had tried to contact the warrenty co. but got no answer back. They said it was up to me to contact them. I called the warranty co. and they had never heard from them until that day (Dec. 9). I finally picked it up on Dec.10 and called another RV repair, and they said it was just a bracket out of place so the fan was bumping it. Nothing was broken, and they took care of everything including the warranty. I called Home Appliance and told them I felt they should give back the $60.00 diagnostic fee as they had not told me the truth about the problems/service, but have heard nothing back from them regarding a refund.. I hope this does not happen to anyone else, and thought it should be reported.

Thank you

[redacted] phone [redacted]Desired Settlement: Satisfaction

Business

Response:

Customer brought in microwave for repair, after we gave the customer an estimate and she approved it, she called back and said she had insurance. We advised her we don't work with insurance companies. She was adamant that we call, so we did call them and they advised us that we need to be in the customers home to do the repair. She was advised of this and the charge to come out to where she is located would be $125.00. She refused and stated we are just trying to rip her off. She came in and picked up her microwave and paid the $60.00 diagnostic fee, which she was advised of in the beginning. She kept stating that she doesn't under stand why she is paying a diagnostic fee because we didn't diagnose it. Which we did because the unit needed multiple parts. She then states she had another company out to fix it and all they did was adjust the bracket. The parts are deformed from heat, so when it is running the fan is ticking, the bracket is deformed and the fan blade slides back and forth. The motor is a d shaft and the fan blade is round therefore it doesn't lock in place. And as far as getting a refund we tore up her check when she walked out. She was stating she was gonna bad mouth us to everyone and we don't know how to run a business. So we figured we didn't even want her money. She can keep it.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Eunice Lien

,The letter you received was not at all accurate, I did not say I would bad mouth them, but when I was treated so rudely when I said I would just pick it up, I said I didn't think that was a very good way to run a business. My main complaint was that they lied about the fan being broke. It was not, and was fixed in a few minutes by moving a loose bracket. As long as they tore up the check, I am satisfied, and will end this matter. Thank you for your help.