Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The information contained in Reliable Refrigeration's written response to my complaint is misleading and incorrect In its written response, Reliable Refrigeration suggests that I am asking them to clean my dryer vent line but that I did not pay for that service. In fact, I am asking them only to *reconnect* my dryer vent line which became disconnected when Reliable Refrigerator performed repair and cleaning services that *they* recommended, and that I did pay $for. Reliable Refrigeration warranteed its labor for days. Because they did not properly reconnect the vent line after working on my dryer, the vent line fell off the dryer just days after the work was done. The dryer is not currently usable, and my basement is filling up with cold outside air.In its written response, Reliable Refrigerator cites the example of buying a new dryer from *** ***. As Reliable Refrigerator notes, when a new dryer is delivered, *** *** would normally "take the vent line off of the old dryer and then hook it up to the new dryer." But if *** *** were to fail to properly hook the vent line up to the new dryer--and the vent line therefore fell off the new dryer--I would expect *** *** to return without complaint to reattach the vent line to the new dryer. That is all I expect of Reliable Refrigerator here Reliable Refrigerator must honor its warranty by returning to my home to properly reattach the vent line to the dryer that I paid them $to repair. Until they do, I cannot use the dryer.On the morning of March 20, Reliable Refrigerator called to offer resolution by sending someone to reattach the vent line on Friday March 23. I accepted this offer, and hope they will follow through My complaint will be resolved if this promise is fulfilled. However, it has not yet been fulfilled.Regards,
*** ***
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
4/22/16This is a very unfortunate situation because there are many cost factors involved for appliance repair companies, for example, vehicle expenses, gas, travel time, parts and advertising just to name a few. When the technician arrives at a customer home there can be other factors...
that can influence the cost of the repair, such as a double oven has to be removed from the wall then put back, if a wash machine is full of water and is the appliance accessible to work on. The last thing that influences cost of repair is the warranty of the work that was preformed. Now with all this in mind after talking with the technician and the customer the whirlpool washer was full of water and the lid lock assembly had failed. According to M.A.N.S. the average cost of a Whirlpool direct drive washing machine is $189.75 plus you add $65.79 for the unit being full of water, so the average cost to repair a whirlpool direct drive washer with parts and labor is $255.54 before tax. Mr and Mrs [redacted] was charged $289 and I received a phone call from them a day or so after the repair was made and they expressed a concern about the cost so I made an adjustment of $50 which now brings the cost of the repair below the average cost. It is policy that the customer before any work is done be made aware what the cost will be. Reliable Refrigeration and Appliance Repair is committed to providing the consumer the best qualified technicians and we find technical experience and skills can't be measured on an hourly scale and that's why flat rate pricing is used.
This is in
response to [redacted], complaint ID [redacted] called for service
for a [redacted] top-load washer and states that is was not draining the water
out of the unitOur offices contacted the field technician, Kenny C., and
gave him the information: name,
address, phone number, type of appliance and
the issue with the unit
Kenny
contacted [redacted] to schedule a time to look at the [redacted] washerKenny
tested the [redacted] washer by putting washer in diagnostic mode and visually
inspecting the pumpIt was determined that the washer had a failed drain pump
Kenny explained to [redacted] that the pump had failed and the cost including
parts and labor would be $[redacted] agreed to the repair and a deposit
was collectedKenny then ordered the pumpWhen the part arrived, Kenny
returned to the residence and installed the pumpKenny is very thorough in his
work demonstrating by initializing diagnostic mode upon installation completion
He did this to recalibrate and test the new pump for any leaks and to make sure
the new pump functions properly[redacted] was present and witnessed the
repair and diagnostic testingThe balance for the repair was paid and an
invoiced signedAfter the repair, Kenny then met [redacted] (for the first and
only time throughout this process)
The following
morning, [redacted] called the technician, Kenny, and stated that after the
second load of laundry, the unit stopped and some lights were flashingKenny
returned to the residence and preformed automatic diagnostic testing while
noting that the flashing code indicated lock failureKenny explained that the
lid lock assembly would have to be ordered and informed [redacted] that he
would call to schedule a time as soon as the part arrives
Kenny
returned to the residence of [redacted] and installed the new part (lid lock
assembly)Unfortunately, the part was non-working from the manufacturerKenny
contacted his supplier, drove to, and purchased two new lid lock assembliesKenny
returned to the residence where he found that both of the parts were non-working
Kenny then contacted a different supplier, drove to and purchased a fourth lid
lock assemblyHe returned to the residence where he repaired the lid lock assembly
He performed the recalibration test and diagnostic testThe unit was again in working
order[redacted] was present and witnessed all test and repairs on the [redacted]
washerThere was no charge for this repair or part cost
The
following day, [redacted] called and stated he used the washer and dryer all
day and it worked fineHowever, when he changed the wash cycle, from bulky to
delicate for example), the washer would not operate properly[redacted]
stated that the washer worked fine, as long as it stayed on bulky loadKenny
explained that the part that controls the wash-cycle selection is called a user-interface
control boardBecause the unit is not working and there are no flashing codes,
Kenny informed [redacted] that the control board would have to be replaced
Kenny contacted our offices and informed us of the issues with this repairIt
was decided that we would install a new control board with no labor cost, just
the cost of the control boardKenny then contacted [redacted] and informed
him that we would make a concession on the labor and he would only have to
purchase the part[redacted] became angry and conf[redacted]tationalKenny explained
to [redacted] that the last two issues were unrelated to the original complaint
- water not draining from unitNow, the unit is not allowing him to change
wash cycles
Kenny
informed [redacted] that the parts and labor for the pump and lid assembly are
covered for and days respectively (the warranty and repair information are
on the signed invoice)The warranty does not cover additional parts and labor
for unrelated issuesKenny reiterated the concession on the labor costs and
told [redacted] that if he wanted to proceed with the repair, to contact
him.
Kenny has
communicated with and has gone above and beyond to try to help [redacted] with
this matterIf [redacted] stated that the unit is in the same condition as it
was upon the intial call, she is mistakenThe original repair call from [redacted] was that the washer was not drainingThat issue was repaired along
with the additional lid lock assembly repairThere was never any mention of
wash cycle issues until laterThe call was handled properly and with many concessionsSincerely,Kenneth R.Owner
On March 8 2018 went out to this customers house for a dryer that was not heating. Upon inspection of the dryer it had a failed thermostat not allowing it to heat. The motor, heating element, lint chute ( which is apart of dryer) were all loaded with lint. Once diagnosed told the customer that the...
dryer had a failed thermostat and to repair it would cost $180.00. Then it was recommended that he have the dryer cleaned because the dryer was loaded with lint and the cost for that is $ 49.00. The vent line is not apart of the dryer. It is apart of the house. For example, if you purchase a brand new dryer from [redacted] and when they deliver the new dryer they take the vent line off of the old dryer and then hook it up to the new dryer. This customer already called the office and has threatened to sue us. Then has claimed that he paid for a service that he has clearly not. We as a company are not set up to do vent line cleaning we actually refer that work out to a company that is all they do. You know we watch the news and hear these reports of companies taking advantage of people, well what about when,the consumer wants to take advantage of a small business.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The information contained in Reliable Refrigeration's written response to my complaint is misleading and incorrect In its written response, Reliable Refrigeration suggests that I am asking them to clean my dryer vent line but that I did not pay for that service. In fact, I am asking them only to *reconnect* my dryer vent line which became disconnected when Reliable Refrigerator performed repair and cleaning services that *they* recommended, and that I did pay $for. Reliable Refrigeration warranteed its labor for days. Because they did not properly reconnect the vent line after working on my dryer, the vent line fell off the dryer just days after the work was done. The dryer is not currently usable, and my basement is filling up with cold outside air.In its written response, Reliable Refrigerator cites the example of buying a new dryer from *** ***. As Reliable Refrigerator notes, when a new dryer is delivered, *** *** would normally "take the vent line off of the old dryer and then hook it up to the new dryer." But if *** *** were to fail to properly hook the vent line up to the new dryer--and the vent line therefore fell off the new dryer--I would expect *** *** to return without complaint to reattach the vent line to the new dryer. That is all I expect of Reliable Refrigerator here Reliable Refrigerator must honor its warranty by returning to my home to properly reattach the vent line to the dryer that I paid them $to repair. Until they do, I cannot use the dryer.On the morning of March 20, Reliable Refrigerator called to offer resolution by sending someone to reattach the vent line on Friday March 23. I accepted this offer, and hope they will follow through My complaint will be resolved if this promise is fulfilled. However, it has not yet been fulfilled.Regards,
*** ***
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
4/22/16This is a very unfortunate situation because there are many cost factors involved for appliance repair companies, for example, vehicle expenses, gas, travel time, parts and advertising just to name a few. When the technician arrives at a customer home there can be other factors...
that can influence the cost of the repair, such as a double oven has to be removed from the wall then put back, if a wash machine is full of water and is the appliance accessible to work on. The last thing that influences cost of repair is the warranty of the work that was preformed. Now with all this in mind after talking with the technician and the customer the whirlpool washer was full of water and the lid lock assembly had failed. According to M.A.N.S. the average cost of a Whirlpool direct drive washing machine is $189.75 plus you add $65.79 for the unit being full of water, so the average cost to repair a whirlpool direct drive washer with parts and labor is $255.54 before tax. Mr and Mrs [redacted] was charged $289 and I received a phone call from them a day or so after the repair was made and they expressed a concern about the cost so I made an adjustment of $50 which now brings the cost of the repair below the average cost. It is policy that the customer before any work is done be made aware what the cost will be. Reliable Refrigeration and Appliance Repair is committed to providing the consumer the best qualified technicians and we find technical experience and skills can't be measured on an hourly scale and that's why flat rate pricing is used.
This is in
response to [redacted], complaint ID [redacted] called for service
for a [redacted] top-load washer and states that is was not draining the water
out of the unitOur offices contacted the field technician, Kenny C., and
gave him the information: name,
address, phone number, type of appliance and
the issue with the unit
Kenny
contacted [redacted] to schedule a time to look at the [redacted] washerKenny
tested the [redacted] washer by putting washer in diagnostic mode and visually
inspecting the pumpIt was determined that the washer had a failed drain pump
Kenny explained to [redacted] that the pump had failed and the cost including
parts and labor would be $[redacted] agreed to the repair and a deposit
was collectedKenny then ordered the pumpWhen the part arrived, Kenny
returned to the residence and installed the pumpKenny is very thorough in his
work demonstrating by initializing diagnostic mode upon installation completion
He did this to recalibrate and test the new pump for any leaks and to make sure
the new pump functions properly[redacted] was present and witnessed the
repair and diagnostic testingThe balance for the repair was paid and an
invoiced signedAfter the repair, Kenny then met [redacted] (for the first and
only time throughout this process)
The following
morning, [redacted] called the technician, Kenny, and stated that after the
second load of laundry, the unit stopped and some lights were flashingKenny
returned to the residence and preformed automatic diagnostic testing while
noting that the flashing code indicated lock failureKenny explained that the
lid lock assembly would have to be ordered and informed [redacted] that he
would call to schedule a time as soon as the part arrives
Kenny
returned to the residence of [redacted] and installed the new part (lid lock
assembly)Unfortunately, the part was non-working from the manufacturerKenny
contacted his supplier, drove to, and purchased two new lid lock assembliesKenny
returned to the residence where he found that both of the parts were non-working
Kenny then contacted a different supplier, drove to and purchased a fourth lid
lock assemblyHe returned to the residence where he repaired the lid lock assembly
He performed the recalibration test and diagnostic testThe unit was again in working
order[redacted] was present and witnessed all test and repairs on the [redacted]
washerThere was no charge for this repair or part cost
The
following day, [redacted] called and stated he used the washer and dryer all
day and it worked fineHowever, when he changed the wash cycle, from bulky to
delicate for example), the washer would not operate properly[redacted]
stated that the washer worked fine, as long as it stayed on bulky loadKenny
explained that the part that controls the wash-cycle selection is called a user-interface
control boardBecause the unit is not working and there are no flashing codes,
Kenny informed [redacted] that the control board would have to be replaced
Kenny contacted our offices and informed us of the issues with this repairIt
was decided that we would install a new control board with no labor cost, just
the cost of the control boardKenny then contacted [redacted] and informed
him that we would make a concession on the labor and he would only have to
purchase the part[redacted] became angry and conf[redacted]tationalKenny explained
to [redacted] that the last two issues were unrelated to the original complaint
- water not draining from unitNow, the unit is not allowing him to change
wash cycles
Kenny
informed [redacted] that the parts and labor for the pump and lid assembly are
covered for and days respectively (the warranty and repair information are
on the signed invoice)The warranty does not cover additional parts and labor
for unrelated issuesKenny reiterated the concession on the labor costs and
told [redacted] that if he wanted to proceed with the repair, to contact
him.
Kenny has
communicated with and has gone above and beyond to try to help [redacted] with
this matterIf [redacted] stated that the unit is in the same condition as it
was upon the intial call, she is mistakenThe original repair call from [redacted] was that the washer was not drainingThat issue was repaired along
with the additional lid lock assembly repairThere was never any mention of
wash cycle issues until laterThe call was handled properly and with many concessionsSincerely,Kenneth R.Owner
On Friday March 23, Reliable Refrigerator reattached the dryer vent line as promised. My complaint is now resolved.
On March 8 2018 went out to this customers house for a dryer that was not heating. Upon inspection of the dryer it had a failed thermostat not allowing it to heat. The motor, heating element, lint chute ( which is apart of dryer) were all loaded with lint. Once diagnosed told the customer that the...
dryer had a failed thermostat and to repair it would cost $180.00. Then it was recommended that he have the dryer cleaned because the dryer was loaded with lint and the cost for that is $ 49.00. The vent line is not apart of the dryer. It is apart of the house. For example, if you purchase a brand new dryer from [redacted] and when they deliver the new dryer they take the vent line off of the old dryer and then hook it up to the new dryer. This customer already called the office and has threatened to sue us. Then has claimed that he paid for a service that he has clearly not. We as a company are not set up to do vent line cleaning we actually refer that work out to a company that is all they do. You know we watch the news and hear these reports of companies taking advantage of people, well what about when,the consumer wants to take advantage of a small business.