McNally's Appliance

Customer is requesting to have the company at least come out and get her clothes that are stuck inside of the washer.

Per our conversation with [redacted] at the Revdex.com, Mrs [redacted] is requesting we remove her clothing from her locked washer. We have agreed to assist her, with the condition that she allow us to retrieve the parts installed on her unit that were not covered by her extended warranty company.

Customer states: The company has already been paid for the parts that was put in the machine by the insurance company. I no longer want to deal with this anymore. Take the entire washing machine and do as you will with it. I do not want to have this here because I have already paid for the delivery of the washer and for your company to take the parts that you have already been paid for is wrong. I will not allow you to take any parts unless the whole machine is removed.

To whom it may concern, On 8/6/14 customer [redacted] contacted our service department regarding her washer door being locked we set up a service call to diagnose her washer on 8/8/14. Upon arrival we found that the lid switch and timer control unit had failed. Once the diagnosis was made we...

contacted [redacted] (her extended warranty company) for approval of the failed parts at that time they approved the claim. On 8/16/14 we scheduled an appointment to install the timer and lid switch the unit was tested and operations were normal at that time. On 8/17/14 [redacted] contacted our service department saying the unit had no power to it. On 8/18/14 we sent our technician out he found that there was no power from wall to unit, [redacted]’s care taker checked the breaker box then our technician tested the unit again and it tested ok for him at that time. [redacted] then called back to say unit was still not working and requested we send out a different technician. On 8/21/14 we sent another technician out and he found that the power cord was also damaged and needed to be repaired. On 8/22/14 we contacted the extended warranty to get approval for the updated repair cost and at that time the warranty company said they would not be approving the claim because with the additional part needed it was no longer cost effective for them to go ahead with the repair. The warranty company said they would be contacting [redacted] within 24-48 to give her options; usually this means the warranty company will either buy the customer out of their contract or replace the unit. I notified [redacted] of their decision and she was not happy about it. She said she would be contacting her daughter which is a lawyer and the Revdex.com. Because the warranty company did not authorize the repair we asked [redacted] if we could set up an appointment to retrieve the parts in order to send them back to our parts distributor due to the fact that the warranty company had not approved her claim. [redacted] said she would not set up any appointments until she spoke to her daughter and the Revdex.com. We understand that this has been a very stressful situation for [redacted] and we have done what is in our power to repair her unit but unfortunately due to the limitations on her extended warranty plan there was nothing else we could do. If [redacted] chooses to continue with her repair outside of her extended warranty we will be more than happy to complete her needed repairs. Also we would like to note that McNally Appliance has not issued any form of refund check because there have been no payments made to us in order to refund anything to [redacted]. The check [redacted] received was most likely a check from her extended warranty company. If you should have any further questions please feel free to contact us at ###-###-####. Thank you.

Review: On 5/13/15, [redacted], my friend, called Macs Appliance to check out a dryer that was not working properly with a load of hand towels. [redacted] was told by the repair man that the dryer needed new rollers, an idler, and a new belt. They informed [redacted] that the parts would not be installed until the following week when the parts were expected to come in. They informed [redacted] the approximant cost would be $150.00 and [redacted] gave them the okay. On 5/19/15 service was supposedly done. Later that day the dryer was still malfunctioning and not turning. Again, we were told not to use the dryer.[redacted] called Macs Appliance and informed them it was still not working. They sent another repair man out. The service man started the dryer (with no hand towels in it) and said it worked fine. Later that same day, it still did not turn the towels.With the continued issues, I decided to have the dryer serviced at another shop, [redacted] on June 1, 2015. [redacted], the owner, checked out the dryer, and reported that there were NO new parts installed in the dryer. He said the main issue was the worn out belt that he replaced. [redacted] gave the used belt to me, to keep as proof that it was not replaced. The belt is clearly old and cracked. [redacted] reported the rollers were dry and needed to be lubricated noting that those as well had not been replaced. Our original invoice with Macs Appliance showed a fee for a roller, idler, and a belt that was clearly not replaced. I contacted Macs office to discuss the fraudulent charges. After I called informing Macs, I thought the matter was resolved. Since then, I have received another invoice that shows you removed the belt fee for $28 but your most recent invoice still shows charges for a diagnostic fee $60, labor $82.50, roller $8.60, and an idler $6.34. Both the roller and idler were not replaced and therefore should not be charged. Additionally, since no parts were replaced, no labor was performed.I have sent a letter and still have received no communication with this company.Desired Settlement: I am disputing all charges. As a local business owner, I understand the importance of client relations and building trust with customers. I am highly disappointed in the dishonesty and deceitfulness of your technician.Your charges for parts and labor that was not preformed is illegal and unacceptable.

Consumer

Response:

Hello [redacted],Thank you for your inquiry regarding the complaint. To clarify, my name is [redacted] and I am the smallbusiness owner of [redacted] which DBA’s as [redacted]is a hair salon in Yuba City where we had the issues with McNally’s repairman.My good friend, [redacted], also helps at the salon as a handyman. He helps withservice calls and other like items. [redacted] first initiated communication withMcNally’s but always reported back to me about the issues. It wasn’t until laterthat I myself started communicating with McNally’s as the problem progressed. Sincethe issue, I have first called them and thought the matter was resolved.Unfortunately, after the phone call, they have continued to send statements tothe Yuba City Store. Because of this, I wrote them letters and have received nocommunication other than automatic reprinted statements. Attached is the original invoice as well as all otherautomatic invoices sent to me since the issue. Please let me know if you have any other questions or clarifications.[redacted]

Business

Response:

In response to complaint #[redacted] for services performed in May of 2015 for Yuba City [redacted] we would like to clarify and conclude the ongoing issue with this customer. On May 12, 2015 we initially went out to diagnose the customer’s dryer upon arrival our technician found that the unit needed the belt, idler and rollers replaced. Upon approval of the estimate we ordered the parts and returned on May 18, 2015 to install the parts. While performing the installation of parts our technician found that we had been sent the incorrect belt therefore we did not install the belt, the technician also noted at that time the belt would not need to be replaced due to it being in fair condition. On May 19, 2015 we closed out the invoice and billed the customer. On May 27, 2015 we scheduled another appointment due to the customers complaint that they were still having issues with the dryer our technician fully ran and tested the unit and found no problems at that time.In June 2015 the customer contacted us regarding their invoice and their complaints with the service received. The customer was questioning why they were being billed for a belt that was not installed. Upon the customers inquiries we found that there had been a clerical error in billing and the customer had been billed by mistake for the belt we acknowledged the error and notified the customer that we would be correcting it immediately. The part was then credited, but the customer was still unhappy with the service and said they had already called another company to service their dryer and felt as though they should not be billed for the services that we had already performed. The second company told the customer that we had not installed any new parts due to the belt being old and cracked and due to the rollers not being lubed. But as we previously stated and as you can see from the attached work orders it does state that the belt was indeed NOT installed. As for the rollers we do not lubricate the rollers first of all because the rollers already come pre-lubricated from the manufacture and do not require additional lubrication and second as a safety precaution due to the fact that when lubricating rollers you run the risk of having lint build up which could potentially be a fire hazard. We understand that the customer had an unfortunate experience due to the clerical billing error and was inconvenienced by not having a functioning appliance. But we also feel as though we were not given a fair opportunity to fully satisfy our customer. Our company has a 90 day warranty policy on parts and labor for our services, had Yuba City [redacted] given us the opportunity to satisfy their repairs needs we would have been more than happy to do so.At this point we wish to cut all business ties with Yuba City [redacted] due to the fact that this is not the first service issue that we have had with them, in 2010 we credited them for services performed in which they again had complaints of being unhappy with our services.I would like to thank you for your time and attention and ask that you keep us posted in the progress of this complaint. If Yuba City [redacted] will not be paying their balance due to us please notify us as soon as possible so we can bad debt the amount due.Thank you,

Review: On the evening of August 5, 2014, I washed a load of clothes. When I went to remove the clothes, the lid would not open. I tried thought out the evening to open the lid, but would not open. We left it alone until the following morning, again the lid would not open. I called McNally Appliances in Marysville where I had purchased the washer. I explained the problem to them, I also let the technician know that it had done this week before, but in the morning the lid did open so I didn't pay any mind to it. But on the 5th, the lid would not open so I decided I best call the company. The technician noted the problem to be: washer need timer control and lid switch replaced (as noted on receipt claim check st; 120985). Because I am disabled with severe back problem, I cannot go up and down the stairs, so I took the technicians word it was fixed, and he left. Because my back was hurting so bad from having to go up and down to check on the washer, I had to get my friend to ran the washer to rewash the clothes. When the wash was finished, my friend told me the lid still would not open. I called back to McNally for the same problem, so McNally sent the technician back out. When the technician came back out, my friend went out with him to see what the problem could be. The technician looked at his work, tested the wall socket, checked the washer power cord, and found that the part he replaced had come disconnected. He reconnected the wiring. He started the wash cycle, and told my friend after it finishes, the lid should open. The lid did not oepn, so I called back to McNally again, and he explained the same problem, so another appointment was made for August 21. The technician had checked the work and explained the previous work done was not the problem, the problem was that the power cord was completely burnt. The technician had explained all the wires inside were burnt and it was a factory default in the wiring (claim check st; 120985C) and the washer was junk now. I can't understand how the other technician couldn't see that if he had already checked the power cord.Desired Settlement: I feel McNally is only concerned about paying off the issue of replacing my washer, they sent me a check for $333.00, and then want the parts back the technician replaced that weren't needed. I desire that my washer be replaced, this is why I carry the warranty. Please also consider the fact all of the stress this has been put on me 80 years old disabled and my disabled son who can only carry 10 pounds and has back problems also, having to go to the laundry mat to wash our clothes for 42 days from when I first called Mcnally. I would also like for someone from the Revdex.com to come and take a look at the washer and talk to me.

Thank you.

Business

Response:

To whom it may concern, On 8/6/14 customer [redacted] contacted our service department regarding her washer door being locked we set up a service call to diagnose her washer on 8/8/14. Upon arrival we found that the lid switch and timer control unit had failed. Once the diagnosis was made we contacted [redacted] (her extended warranty company) for approval of the failed parts at that time they approved the claim. On 8/16/14 we scheduled an appointment to install the timer and lid switch the unit was tested and operations were normal at that time. On 8/17/14 [redacted] contacted our service department saying the unit had no power to it. On 8/18/14 we sent our technician out he found that there was no power from wall to unit, [redacted]’s care taker checked the breaker box then our technician tested the unit again and it tested ok for him at that time. [redacted] then called back to say unit was still not working and requested we send out a different technician. On 8/21/14 we sent another technician out and he found that the power cord was also damaged and needed to be repaired. On 8/22/14 we contacted the extended warranty to get approval for the updated repair cost and at that time the warranty company said they would not be approving the claim because with the additional part needed it was no longer cost effective for them to go ahead with the repair. The warranty company said they would be contacting [redacted] within 24-48 to give her options; usually this means the warranty company will either buy the customer out of their contract or replace the unit. I notified [redacted] of their decision and she was not happy about it. She said she would be contacting her daughter which is a lawyer and the Revdex.com. Because the warranty company did not authorize the repair we asked [redacted] if we could set up an appointment to retrieve the parts in order to send them back to our parts distributor due to the fact that the warranty company had not approved her claim. [redacted] said she would not set up any appointments until she spoke to her daughter and the Revdex.com. We understand that this has been a very stressful situation for [redacted] and we have done what is in our power to repair her unit but unfortunately due to the limitations on her extended warranty plan there was nothing else we could do. If [redacted] chooses to continue with her repair outside of her extended warranty we will be more than happy to complete her needed repairs. Also we would like to note that McNally Appliance has not issued any form of refund check because there have been no payments made to us in order to refund anything to [redacted]. The check [redacted] received was most likely a check from her extended warranty company. If you should have any further questions please feel free to contact us at ###-###-####. Thank you.

Business

Response:

Company states: We have communicated to the customer that warranty issues with the washer must be done through the warranty company [redacted] at ###-###-####.

Consumer

Response:

Customer is requesting to have the company at least come out and get her clothes that are stuck inside of the washer.

Business

Response:

Per our conversation with [redacted] at the Revdex.com, Mrs [redacted] is requesting we remove her clothing from her locked washer. We have agreed to assist her, with the condition that she allow us to retrieve the parts installed on her unit that were not covered by her extended warranty company.

Consumer

Response:

Customer states: The company has already been paid for the parts that was put in the machine by the insurance company. I no longer want to deal with this anymore. Take the entire washing machine and do as you will with it. I do not want to have this here because I have already paid for the delivery of the washer and for your company to take the parts that you have already been paid for is wrong. I will not allow you to take any parts unless the whole machine is removed.