I contacted Mr*** *** on the phone He was kind enough to carry a brief conversation with me. In the most polite way I explained to him that they had a communication error Instead of offering to replace the door with a gasket, which would cost thousands of dollars, my
technician offered to try to repair the situation by softening the old gasket, which in return in most cases would compensate for unevenness in the door alignment. Because it is a tedious procedure he offered to attempt it for $ Also working with an old gasket results could vary and therefore might not last as would a new one I explained the situation to Mr*** and he agreed with me that the situation was not explained to him correctly, and if it was he might even have agreed with repairs. Ofcourse I apologized to him for having a bad experience and told him that the refund for service fee is in the mail. He seemed content and happy to hear from us. Thanks again***Operations Manager
The first time our technician came to the customers home he found that the coils in the refrigerator were dirty and clogged which
was causing the unit not to keep a cool temperatureOnce the technician cleaned the coils, the temperature dropped to a (cool) temperature right awayTwenty days after the first trip we received a recall work order to return to the customers homeOur technician came out and diagnosed the unitThe refrigerator and freezer were both keeping cool temperatures and it was working as designedHe checked everything for possible leaks and didn’t find any leaks coming from the refrigerator or freezerNo issues foundEven if there was any water leaking from the refrigerator or freezer at any point, it didn’t cause any damage to the floorWe apologized to the customer regarding any miscommunication that we had with him and offered to reimburse him but the customer declined to accept any type of reimbursement
I wanted to inform you that AT appliance came back out at the request of my homeowners insurance policy due to the complaint I filed with them on thier first visit. AT appliance tech showed up again with no tools and no expectations of truly finding out why they washer was making the noise still...
when it spins at the higher cycle. He just listened to the noise and wrote up a paper stating that it made the noise at the higher spin cycle and left. I again, asked why he does not have any tools and why is he not going to diagnose or fix the washer on this second visit. He stated that he knew what the issues was and that he would have to order parts. I asked how he knows what parts and he said he just does and then left. I recieved a few days later a letter from the insurance company stating they were not going to fix my washing machine because the technition that came out said I had overloaded the washer and this is why the washing machine is broke. First, I am very upset that I am now being retaliated against for reporting this company and this technition to the company he works for, the contracters board and my home owners insurance company that sent this company out and the Revdex.com. I am very upset that this company sent out the same guy so that he could write up an eronious report for my insurance company so they would not fix the washing machine saying that I overloaded it. I have not overloaded my washing machine and in fact it works fine in the lower spin settings, but not the higher one. I have no idea why this is happening with it and with 2 visits from the same company, I still have no idea. This past weekend I recieved an envenlope with my origional check for the $75.00 that I wrote to the AT appliance company. There was not note or anything else and just the check. I would like to see something done to resolove this company retaliating against the consumers who file a complaint. First, they should not be allowed don't write up lies about the issue so the insurance company does not fix it and second, actuallyl come out to the consumers house with tools to take apart the washer to find out what the real issue is and what is possibly broken. I want my washer diagnosed properlyl and fixed. This should be a cost by me as I had insurance. This company should pay for any appliance fixes due to their lieing on the report to retaliate against me for reporting the issues. [redacted]
Good afternoon,AT Appliance, Inc. received a work order on 10/18/2015 and an appointment was set on 10/22/2015. At that day technician fixed a drain line. By the end of the same day, customer called back saying that it is making noise, and wanted tech to come back, but tech could not do so because he was out of area. AT Appliance offered a customer the soonest appointment that was available, but she refused to accept any appointments. A customer requested to deduct her service fee, and her check of $75.00 was sent to her back. Technician came back on the next day to solve a problem with noise which was coming from the drum, the reason is overloading. [redacted] (Home Warranty) does not cover overloading and also there was baffle that was missing, [redacted] denied this claim.
Per you request here a a copy of my invoices I paid $400.00 total and a picture of my floor that got wet after he said he fixed the fridge. Thank you, [redacted].
I am rejecting this response because:AT appliance continues to make false comments as to the actual series of events that took place when they first arrived at my home to diagnose the issue of the noise apon high spin and the water not completing draining out of the machine during the cycle. As stated in my first complaint to [redacted] and AT appliance, the tech that arrived at my home did not address all the concerns I has with my washer and only checked the drain. When I asked about the spinning of the tub, he looked at it and moved it around and at first thought it was broken. He then proceded to say it was not and that it would work perfectly fine and as long as I do not overload it. It was not mentioned in amy report either time that I overloaded my machine at all. This was not a diagnosis that was written down or reported to [redacted] until after I filed the compliant to the Revdex.com, Appliance contracters board and the [redacted] company. I had never refused any follow up services after I called requesting them to come back because the issue was not fixed. I simply stated that I was unable to wait another entire week and take another entire day off of work for them to do the job they were supposed to do when they first came out to my home. This company needs to be held accountable for retaliating against customers that are not satisfied that their objective is to take the money for the service call and do nothing to fix the problem. It is fraud in every facet of the saying.
When our technician came out to the customer’s home he saw that the washing machine was overloaded. In the washer, there was a big blanket and when water is added it becomes very heavy and overloads the washing machine. When it is overloaded it caused the washer to start vibrating, shaking, and...
making very loud noises because whatever is inside is too heavy for the washer and cannot withstand it. The technician that came out is one of our senior technicians. He’s worked for our company for several years and before us owned his own appliance company. He has had many years of experience with not just washers but with other appliances as well. When he tried to explain to the customer the overload issue they though that he was trying to say there is nothing wrong with it. Also, the insurance company that dispatched us to come out to the customer’s home does not cover overload issues. The service fee that the customer is being billed for is between him and his home warranty insurance. We have no say in how much they bill him. We never collected any money from the customer. We do apologize that Mr. *. had a bad experience with our company and we will make sure to talk to everyone who is involved and make sure this miscommunication doesn’t happen with him nor anyone else.
On May 28th, 2015 we received a work order, appointment was set on June 1st and that day technician came out and repaired a leak in dishwasher. On October 28th, 2015 customer called saying that her dishwasher is leaking again, but her warranty has been expired by now. Her warranty has up...
to 60 days recall policy, but it is been over than 120 days from the last day out. In this case service fee apples, but customer refused to pay.
I am rejecting this response because: Regarding your letter of Feb 14 2017 I apologize for being tardy in my response but I had family matter that required my being away from home. As I stated in my original letter my wife has been using our washer for eight years and has washed the [redacted] blanket many times over the years with no difficulties until just recently and the washer would vibrate etc regardless of the load. Again, despite our efforts to explain the problem, they did not listen and proceeded to lecture us on the proper use of the machine. They appeared to be anxious to leave (12:45pm) We called their office to explain the situation and to re schedule a follow up visit. The office clerk said they would call us within 24 hours but we never heard from them. To get to the bottom line, after days had passed we had the washer repaired by a Sears appliance tech who spent about 40 minutes inspecting and making adjustment and observing the washers "full operation". Sears said the washer repair was guaranteed and we happily paid the fee. If you have any question please do not hesitate to call me - [redacted]. Thanking you in advance.
Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me
I contacted Mr*** *** on the phone He was kind enough to carry a brief conversation with me. In the most polite way I explained to him that they had a communication error Instead of offering to replace the door with a gasket, which would cost thousands of dollars, my
technician offered to try to repair the situation by softening the old gasket, which in return in most cases would compensate for unevenness in the door alignment. Because it is a tedious procedure he offered to attempt it for $ Also working with an old gasket results could vary and therefore might not last as would a new one I explained the situation to Mr*** and he agreed with me that the situation was not explained to him correctly, and if it was he might even have agreed with repairs. Ofcourse I apologized to him for having a bad experience and told him that the refund for service fee is in the mail. He seemed content and happy to hear from us. Thanks again***Operations Manager
The first time our technician came to the customers home he found that the coils in the refrigerator were dirty and clogged which
was causing the unit not to keep a cool temperatureOnce the technician cleaned the coils, the temperature dropped to a (cool) temperature right awayTwenty days after the first trip we received a recall work order to return to the customers homeOur technician came out and diagnosed the unitThe refrigerator and freezer were both keeping cool temperatures and it was working as designedHe checked everything for possible leaks and didn’t find any leaks coming from the refrigerator or freezerNo issues foundEven if there was any water leaking from the refrigerator or freezer at any point, it didn’t cause any damage to the floorWe apologized to the customer regarding any miscommunication that we had with him and offered to reimburse him but the customer declined to accept any type of reimbursement
I wanted to inform you that AT appliance came back out at the request of my homeowners insurance policy due to the complaint I filed with them on thier first visit. AT appliance tech showed up again with no tools and no expectations of truly finding out why they washer was making the noise still...
when it spins at the higher cycle. He just listened to the noise and wrote up a paper stating that it made the noise at the higher spin cycle and left. I again, asked why he does not have any tools and why is he not going to diagnose or fix the washer on this second visit. He stated that he knew what the issues was and that he would have to order parts. I asked how he knows what parts and he said he just does and then left. I recieved a few days later a letter from the insurance company stating they were not going to fix my washing machine because the technition that came out said I had overloaded the washer and this is why the washing machine is broke. First, I am very upset that I am now being retaliated against for reporting this company and this technition to the company he works for, the contracters board and my home owners insurance company that sent this company out and the Revdex.com. I am very upset that this company sent out the same guy so that he could write up an eronious report for my insurance company so they would not fix the washing machine saying that I overloaded it. I have not overloaded my washing machine and in fact it works fine in the lower spin settings, but not the higher one. I have no idea why this is happening with it and with 2 visits from the same company, I still have no idea. This past weekend I recieved an envenlope with my origional check for the $75.00 that I wrote to the AT appliance company. There was not note or anything else and just the check. I would like to see something done to resolove this company retaliating against the consumers who file a complaint. First, they should not be allowed don't write up lies about the issue so the insurance company does not fix it and second, actuallyl come out to the consumers house with tools to take apart the washer to find out what the real issue is and what is possibly broken. I want my washer diagnosed properlyl and fixed. This should be a cost by me as I had insurance. This company should pay for any appliance fixes due to their lieing on the report to retaliate against me for reporting the issues. [redacted]
Good afternoon,AT Appliance, Inc. received a work order on 10/18/2015 and an appointment was set on 10/22/2015. At that day technician fixed a drain line. By the end of the same day, customer called back saying that it is making noise, and wanted tech to come back, but tech could not do so because he was out of area. AT Appliance offered a customer the soonest appointment that was available, but she refused to accept any appointments. A customer requested to deduct her service fee, and her check of $75.00 was sent to her back. Technician came back on the next day to solve a problem with noise which was coming from the drum, the reason is overloading. [redacted] (Home Warranty) does not cover overloading and also there was baffle that was missing, [redacted] denied this claim.
Per you request here a a copy of my invoices I paid $400.00 total and a picture of my floor that got wet after he said he fixed the fridge. Thank you, [redacted].
I am rejecting this response because:AT appliance continues to make false comments as to the actual series of events that took place when they first arrived at my home to diagnose the issue of the noise apon high spin and the water not completing draining out of the machine during the cycle. As stated in my first complaint to [redacted] and AT appliance, the tech that arrived at my home did not address all the concerns I has with my washer and only checked the drain. When I asked about the spinning of the tub, he looked at it and moved it around and at first thought it was broken. He then proceded to say it was not and that it would work perfectly fine and as long as I do not overload it. It was not mentioned in amy report either time that I overloaded my machine at all. This was not a diagnosis that was written down or reported to [redacted] until after I filed the compliant to the Revdex.com, Appliance contracters board and the [redacted] company. I had never refused any follow up services after I called requesting them to come back because the issue was not fixed. I simply stated that I was unable to wait another entire week and take another entire day off of work for them to do the job they were supposed to do when they first came out to my home. This company needs to be held accountable for retaliating against customers that are not satisfied that their objective is to take the money for the service call and do nothing to fix the problem. It is fraud in every facet of the saying.
When our technician came out to the customer’s home he saw that the washing machine was overloaded. In the washer, there was a big blanket and when water is added it becomes very heavy and overloads the washing machine. When it is overloaded it caused the washer to start vibrating, shaking, and...
making very loud noises because whatever is inside is too heavy for the washer and cannot withstand it. The technician that came out is one of our senior technicians. He’s worked for our company for several years and before us owned his own appliance company. He has had many years of experience with not just washers but with other appliances as well. When he tried to explain to the customer the overload issue they though that he was trying to say there is nothing wrong with it. Also, the insurance company that dispatched us to come out to the customer’s home does not cover overload issues. The service fee that the customer is being billed for is between him and his home warranty insurance. We have no say in how much they bill him. We never collected any money from the customer. We do apologize that Mr. *. had a bad experience with our company and we will make sure to talk to everyone who is involved and make sure this miscommunication doesn’t happen with him nor anyone else.
On May 28th, 2015 we received a work order, appointment was set on June 1st and that day technician came out and repaired a leak in dishwasher. On October 28th, 2015 customer called saying that her dishwasher is leaking again, but her warranty has been expired by now. Her warranty has up...
to 60 days recall policy, but it is been over than 120 days from the last day out. In this case service fee apples, but customer refused to pay.
I am rejecting this response because: Regarding your letter of Feb 14 2017 I apologize for being tardy in my response but I had family matter that required my being away from home. As I stated in my original letter my wife has been using our washer for eight years and has washed the [redacted] blanket many times over the years with no difficulties until just recently and the washer would vibrate etc regardless of the load. Again, despite our efforts to explain the problem, they did not listen and proceeded to lecture us on the proper use of the machine. They appeared to be anxious to leave (12:45pm) We called their office to explain the situation and to re schedule a follow up visit. The office clerk said they would call us within 24 hours but we never heard from them. To get to the bottom line, after days had passed we had the washer repaired by a Sears appliance tech who spent about 40 minutes inspecting and making adjustment and observing the washers "full operation". Sears said the washer repair was guaranteed and we happily paid the fee. If you have any question please do not hesitate to call me - [redacted]. Thanking you in advance.