Modern Appliance Service

We did have the appt. set up and one of our techs hurt his back....we rescheduled all of his calls and accidently missed this call.  As soon as we realized our mistake we called the customer and told him we could work around his schedule to get him scheduled.  He did not want us to do...

that.  We are human and mistakes happen.  We took owner ship of it and tried to make it right.  There isn't much else to say regarding this matter.  No excuses things happen.  We have been in business for over 30 years so I am thinking we do know how to run a company.  Thank you for your 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.]
Revdex.com:
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]

My basement flooded. I called 3/13/14 to arrange a diagnostic assessment of my waher & dryer. Initial call-customer service was excellent which is why I made an appointment. I was quoted $59.95 trip charge with either a $16 coupon or 10% off whichever was more.

Appontment scheduled for 8 a.m. Service man arrive at 8:40 with no apologies or explanation. I was charged $79.95. Service man said he would write up quote for replacement cost to submit to insurance adjustor.

To date, I have recieved nothing. I have left 4 telephone messages asking for a call back & have received no response from the owners.

Review: On 2/22/16, I called the Electrolux Hotline for a repair on my wash machine which is still under the 1 year warranty...they setup an appointment through Modern Appliance Service for 2/26/16 between the hours of 12-5pm for one of their technicians to come and repair our washer...I received a phone call from Modern Appliance Service about an hour later suggesting that they can narrow the estimated arrival time to 12-2pm for 2/26/16...great...I rearranged my work schedule to be at home for their arrival...on 2/26/16, NO SHOW....nobody came...no phone call from them either...I called them twice and both times left messages on their answering machine...I called the Electrolux Hotline...they called Modern Appliance Repair and also only got their answering machine...How do you "run" a business like this??? Now I have to reschedule with another repair service and take time again from my job...Desired Settlement: I would like the owner of Modern Appliance Service to contact me and explain how this could happen.

Business

Response:

We did have the appt. set up and one of our techs hurt his back....we rescheduled all of his calls and accidently missed this call. As soon as we realized our mistake we called the customer and told him we could work around his schedule to get him scheduled. He did not want us to do that. We are human and mistakes happen. We took owner ship of it and tried to make it right. There isn't much else to say regarding this matter. No excuses things happen. We have been in business for over 30 years so I am thinking we do know how to run a company. Thank you for your time.

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 is satisfactory to me.

Regards,

Review: The technician arrived on the morning of August 12th to replace a burner switch on our Jenn-Air stove. He had to move the stove away from the wall a short distance in order to access the area behind the [redacted] that needed to be replaced. He completed the repair and told me he could not test the stove because at that time there was a power outage in our area. We both left the house and I came back a few hour later. I immediately noticed the damage on the front of the stove. There was a small dent on the stove top, large indent on the front display panel, loose back splash on the stove and it was not centered correctly against the wall. I immediately called Modern Appliance and spoke with [redacted]. She arranged to have him come out and do a recheck on Thursday, August 20th. I pointed out all the damage and unfinished work. He said he didn't remember doing anything that would cause the damage. He had a large key ring with keys hanging on his right front belt loop. I pointed out to him that the keys most likely did the damage. He seemed to be very agitated, went out to his truck for something and when he returned, I noticed he removed the key ring. It is my opinion that he realized then that I was right about what happened. While he made his very hasty retreat, he said he would call in a few days with a price to repair the damage. He never called back, and on Monday August 31st, I made another call to the business to find out what the status of the repair was. I left a recorded message and heard nothing since. On Thursday, September 10th, I sent an email to the listed owner of the business telling him what had happened and that hopefully we could resolve this matter. Never heard anything back to date.Desired Settlement: This stove is a high end appliance and had no damage of any kind before this repair. We want this stove restored to the condition it was in. It needs to be reinstalled correctly and the front control panel should be replaced.

Business

Response:

We ran a service call on August 1~ [redacted]

[redacted] We were looking at her Jenn Air Range.We replaced the burner switch on her range. The unit was not pulled out as thecustomer stated .... it was leaned forward to get two screws on the side of thecontrol panel. [redacted] knelt in front of the stove to replace the burner switch. Thestove was repaired and put back into the exact position it was before we started.There was no damage to the stove when we left the house. The customer wasthere the whole time the repair was being done.We received a call stating we damaged the range ... [redacted] went to look at it and issure he did not cause the damage. He said if he would have to guess how thedent occurred it would be that something was dropped on it from the cabinetabove the unit This is a very common problem we see.We have been in business 30 years .... and stand behind our word. If we causedthe damage we would take care of the problem. [redacted] is sure he did not dent thisunit and is standing behind this. He did not make a hasty retreat the customerwalked out of the room when he was trying to explain his thoughts. Herhusband was then in the kitchen with him and did not say anything after that.Please let us know if there is anything else we can do regarding this matter.Modem Appliance

Consumer

Response:

Review: Problems are with both the appliance manufacturer, Frigidaire/Electrolux & one of their "authorized service providers", Modern Appliance.

After a strong rubber chemical burning odor that generated from my Affinity washer, an appointment was made for 12/15/15 with Modern for service. All information was provided to manufacturer & servicer that included: serial#, model#, purchase date, extended warranty expir of washer & the burning odor.

When [redacted] the owner's son came 12/15 to service washer he said he didn't have the basic (& very common) parts needed to do the repair & would have to order them. The parts he stated were needed were a new pump & rubber belt. On 12/18 he returned with both parts only to put in a new rubber belt & informed me I had the kind of machine that needed to be pulled out in order to install the new pump & that another appointment would be needed to bring a second repairman to lift & pullout the dryer stacked above the washer. He also stated the second person would not be covered under the extended warranty.

On 12/22, [redacted] & owner [redacted] of Modern Appliance came to finish the job & I paid out-of-pocket $73.92 (including tax) for them to move the appliances. The rubber belt that was put in 12/18 was not needed, because as soon as [redacted] left that day the machine continued with an even stronger, more toxic burning odor than before upon use.

The two men were the only ones in the area as the appliances were moved & as the washer was being repaired. After I paid [redacted] & they left, I went to the area & immediately saw a piece of kitchen flooring gouged out down to the concrete & a piece of flooring sitting on the floor about 3" away from the rip. The dimensions of this rip were approximately 1 1/2" x 1/2" & I still have the floating piece.

On 1/7/16 [redacted] came for a 4th appointment due to inadequate earlier repair, refused to accept responsibility for the floor damage & failed to repair the new problems his son caused. This was reported to Frigidaire on 1/7/16 who has not been helpfulDesired Settlement: Manufacturer continues to refer customers to this service provider & has only stated that Modern has liability insurance & they cannot help me.

Frigidaire/ Electrolux should be held to higher standards & discontinue referring people to bad servicers. Also, both should be held responsible for the damage caused. I also should be reimbursed for the cost of moving the appliances.

Review: 1. Called in late December/early January and scheduled service for my dishwasher. On the day of the appointment, company calls and says they "can't make it" because their "scheduling person made a mistake". Forced me to reschedule for a different day.

2. Promised me a discount for my inconvenience which they did not give me.

3. 3 weeks after alleged repairs, dishwasher is having the same problem.

4. Called on 1/23 to schedule service. Nobody returned my call.

5. Called on 1/24 to schedule service. Nobody returned my call.Desired Settlement: Get out here and FIX MY DISHWASHER the right way. Return my call and act like the professionals you claim to be. In the meantime, I will do everything in my power to make sure I tell everyone I can about your horrible service.

Business

Response:

We received a call from Mrs. [redacted] to look at her dishwasher. She is

located on the out skirts of Hartford. We did have a new employee and she did

not allow enough time for drive time because she was so far out. We realized

the mistake and called her and offered her other times. She scheduled the apt.

We went out and her dishwasher pump was beyond full with food debris. Ken

cleaned out the pump and the drain and tested the unit at least 8 times. It was

running and draining correctly. She called back 1 month later and said she was

having the same problem. We called her when we received the message and set

up a recheck at no charge. We did inform her that If the pump was just dogged

up again there would be another charge. She was very rude and hard to deal

with. Ken went out and found that the pump was now bad. This was not the

case the first time we were out.. He quoted her the price and she wanted to

thinR about it. Her husband called a few days later and wanted the repair

completed. We installed the pump and did give her the coupon off. There was

nothing wrong with our first repair. The pump was functioning correctly the first

time he was out there. We did not force her to do anything, she could of gone

with another company. When our office staff discovered the scheduling mistaRs

we dealt with the problem in a professional manor. The first charge was was for

servlce call and labor to clean out her pump and drain. This was a fair charge.

The unit was fine for another month. We do not change out parts unless they

need to be replaced and the pump was woming correctly when he was there.

We stand by our repair and our charges.

Modem Appliance

Consumer

Response:

This company is quite possibly the worst option to use for any kind of home appliance repair.

I had a gas range inspected by a service technician and he determined a new ignitor was needed for a burner. After paying the service fee, he explained that he would contact me once the part came in and set up an appointment to install. A week went by with no call. When I finally called to check the status, they could not find any record of me or service performed. After two days of searching for the paperwork they scheduled a time for the install. The installer never called or showed up. I was then left a less than pleasant voicemail the following morning by their sub-par staff questioning why I wasn't home for the work to be done. When calmly explaining that I received no call or visit, the woman ended the conversation stating she wouldn't argue with me and that she would reschedule a time for another install. As you can probably guess at this point, the tech again never arrived.

This companies customer service and professionalism is beyond atrocious. A single ignitor for a stove takes approximately 15 minutes to install. At the time of this posting, I have waited 30 days and still have not received service nor an apology.

I strongly urge anyone who is considering using this company to look elsewhere as you will save a lot of time and frustration.