Morris County Appliance Service Inc.

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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Despite the fact that the business refunded to me the down payment, I still maintain that their practices of non transparency and giving customers a run around regarding who is the decision maker thereCoran, who provided the answer to Revdex.com is one of the people I spoke with and who stated on a recorded line that he cannot make decisions for the businessThanks
Regards,
*** ***

Customer called on 12/2/to set up a service appointment to come out and diagnosis her GE Wall Oven Her complaint was the unit was not ignitingMrs *** was advised our trip and diagnosis fee was $and parts and labor were additionalShe set the appointment for
12/9/2014.Technician arrived at her home and checked out the unitHer wall oven needed a new clock and that particular part was no longer available from the manufacturerThe bake element, broil element, and additional parts that could have been the cause of the unit not igniting were all availableThe only way to know what part or parts were needed, was to have a technician come to the home and check the unit outNo phone diagnosis can be performed because there are too many parts that can fail on a wall oven or any appliance.Mrs *** paid the technician the service fee and called our office asking for a refundThe service manager explained to her that we must be paid for the technician's time and travel to her homeHe did offer a $discount as a good faith measureThe customer refused to accept his offer and the phone call ended.Morris County is still willing to give a $refund, but we cannot refund the full amount because the technician did go to the home and diagnosis the unit

Just wanted to follow-
up regarding *** ***)
the complaint on the above mentionedWe contacted
the customer and resolve the dispute on the repair and
service chargesThe customer settled for a full refund
Regards,
CoranMorris County Appliance Repair

Review: I contacted Morris County Appliance Repair Valley Appliance Parts to have them come and look at my GE double wall oven, which had totally stopped working. At that time, I gave him the make, model, and serial number of unit. We set up appointment for 1 week hence. The repair person came and placed his clipboard on the counter - I could see lots of writing on the bottom of repair ticket, some spots highlighted in yellow. He opened each door - looked at his paper - hit the clock button - compared serial #'s with repair ticket. "I'm sorry to tell you this, but this unit is obsolete and parts are no longer available. That will be $104.95." I said "you're kidding! You look at it for 2 minutes and charge me $104.95?!" He offered to not charge me tax. I told him that it was not fair that they should charge me the entire fee since he did nothing. He told me to check with the owner since they make the rules. Since he was standing there in my kitchen, I wrote out the check - complaining the entire time. After he left, I looked at my copy of ticket and none of the writing was on it. I went there and asked for a copy, which he gave me. Bottom line: knowing all of the information beforehand, since it was already written on the repair ticket - if they KNEW in advance that the unit was obsolete and that parts were no longer available (NLA) - why didn't they just call and tell me? Give me the option of having him come - instead of coming only to make $104.95. I had several conversations with the manager by phone - one in which he said he would give me $30 refund. He said "That's all I'll give you" I said "not enough" - he said "Now you get nothing! Have a good day." And he hung up. To say I was angry is an understatement. They are obviously in the wrong - and they knew it by offering their measly $30 refund.Desired Settlement: I want a complete refund of my $104.95. They are acting in an immoral and completely unethical manner. I deserve to be compensated for their bad business behavior. Because of them, I have $104.95 less to put toward a brand new oven.

Business

Response:

Customer called on 12/2/2014 to set up a service appointment to come out and diagnosis her GE Wall Oven Her complaint was the unit was not igniting. Mrs [redacted] was advised our trip and diagnosis fee was $104.95 and parts and labor were additional. She set the appointment for 12/9/2014.Technician arrived at her home and checked out the unit. Her wall oven needed a new clock and that particular part was no longer available from the manufacturer. The bake element, broil element, and additional parts that could have been the cause of the unit not igniting were all available. The only way to know what part or parts were needed, was to have a technician come to the home and check the unit out. No phone diagnosis can be performed because there are too many parts that can fail on a wall oven or any appliance.Mrs [redacted] paid the technician the service fee and called our office asking for a refund. The service manager explained to her that we must be paid for the technician's time and travel to her home. He did offer a $30.00 discount as a good faith measure. The customer refused to accept his offer and the phone call ended.Morris County is still willing to give a $30.00 refund, but we cannot refund the full amount because the technician did go to the home and diagnosis the unit.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: MORRIS COUNTY APPLIANCE REPAIR response was entirely untruthful. As I said, they were completely aware of the problems I was having as well as the make, model and serial number of the unit BEFORE they sent a guy out. They KNEW that just about all of the parts were NLA (No Longer Available). The repairman's work order ticket had all this info written on it when he walked in the door - he did not have to do anything to make his determination that the oven was obsolete. He was sent under false pretenses - only to make $104.95. I will send you a copy of ticket #[redacted], on a separate message, which clearly shows my contention.

Regards,

Business

Response:

Morris County Appliance is sorry that Mrs. [redacted] is not satisfied, but we can only offer a $30.00 refund towards the service visit. Our service charge covers a technician arriving at the home and making a diagnosis of the appliance. The technician's time, travel and knowledge of repair is what the customer is paying for. We did complete this part of the service.The notes on the bottom of our service ticket are parts for this particular unit. As it is stated, the problem told to us was that the unit was not igniting/heating.We ask for the complete model and serial number so we can do our research before arriving at a service call. As it clearly states on the bottom of the ticket the following parts are available: Door gasket, fan switch, temperature sensor, bake unit, broil unit and the solenoid latch. Any one of these parts could have been the cause of the unit not working. Until the technician arrives at the home and performs a diagnostic, we do not know. If any of these parts were needed, her wall oven could have been repaired. We never stated that the model and serial number were not provided as Mrs [redacted] is not claiming. We DO NOT perform free estimates and customers are advised of this when service is set up. We charge a service fee and parts and labor are additional. Again we apologize that Mrs. [redacted]'s wall oven could not be repaired because the particular part she needed is no longer manufactured by GE.We did complete our service by sending a technician to her home to diagnosis her unit.

Review: Vincenzo (aka as Vinnie) initially mentioned when we requested a quote for range repair that the service call for diagnostic will be rolled into the total quote (labor and parts) if we decide to use their services after initial diagnostic.

A technician came in on 12/22, diagnosed the range and concluded that the electronic module/clock is defect and needs to be replaced. He left a ticket with us ([redacted]) and broke down the quote as following:

- $213.00 part cost for clock + $28.00 for overlay

- $104.95 service call

- $98.00 labor

When I inquired about the service call rolled into the total quote he told me that Vinnie, one of the owners needs to approve this. I called next day and spoke with a Coran who also told me that only Vinnie is the one who can approve, being a co-owner. Finally, on 1/6 I caught up with Vinnie when he called to schedule the part replacement and he told me that he is not co -owner and he apologized for the wring information provided by 2 of their employees.

I feel at this point that this company is not honoring a standard service practice which should roll in an initial service call into the final quote if the customer decides to use their services. And its employees continue to pass me from one to another.Desired Settlement: would like the amount of $104.95 to be refunded, as it is the initial service call

Business

Response: