Mr. Appliance of Northern Colorado

Complaint: ***
I am rejecting this response because this business is not concerned with taking care of their customers. To my knowledge we were not told that the warranty period started with the date the unit was supposedly repaired and not when it was put in use. I do not recall receiving a copy of their warranty. *** needs to re-evaluate the repair shops they recommend. I would think that the Revdex.com would be concerned with giving approval to this business
Regards,
*** ***

Please see attached copy of the warranty. Also, have attached the customer's invoice.  And again, we are more than happy to provide the phone call and documentation showing the phone call on 12/26/17, after he picked up the unit 12/20/17, when he was told the warranty is 90 days and that he would need to bring the unit back to us. Please let us know if you want that recording and documentation of time and date.

Complaint: [redacted]
I am rejecting this response because:  I do not recall being informed that the warranty started with the day the repair was completed as opposed to when we picked up the machine.  We were not given any written material as far as we recall concerning the warranty.  We contacted Mr. Appliance shortly after we had picked up the machine and told them we were having the same problem with the unit and contacted them again on March 13 which was within what we thought was the warranty period.  I would understand their position if we had contacted them at a much later date.  The additional repair they made to the machine was the result of their service tech overlooking or not detecting a problem before they gave us an estimate and we gave them permission to complete the work and is not relevant to this discussion since our unit was not properly repaired.  It seems to me that a business concerned with the quality of their work and the satisfaction of their customers would have contacted us before the warranty expired to: 1) see if we were still having the issue with the machine that we told them about in December and 2) remind us that the warranty period was coming to an end and ask if we were bringing the unit back or not. I would understand them not contacting us concerning the warranty period if we had not informed them that repairs were not properly made.  This unit should either be properly repaired or our expenses reimbursed.  
Regards,
[redacted]

Mr. [redacted] dropped off his [redacted] coffeemaker to our shop in Loveland on 11/13/17. Our service technician Ethan diagnosed the issue and called him on 11/15/17 with the repair total and he gave us permission to repair it. When Mr. [redacted] had asked Graham if the other issue was diagnosed, he was...

informed that we would take a look at the machine again. Ethan did diagnose another problem on 11/24/17 and the part was ordered 11/27/17 due to [redacted] being closed for the Thanksgiving holiday. Since it was our mistake and we missed the second issue, we did offer to replace the second part, cost $166.90, at no charge to Mr. [redacted]. The machine was tested, and worked fine in the office, before we called to let Mr. [redacted] know it was ready for pick up 12/8/17. We did receive a call from Mr. [redacted] on 12/26/17 stating that the machine was having the same issue. At that time, he was told we would have to look at the machine again in order to re-diagnose it. He was informed at that time that we do only have a 90 day warranty and we would re-diagnose the machine for no charge but that he would have to bring the machine back in. He was told by Jessica that we would cover the labor since we do have that 90-day warranty and that any parts that were replaced and my have been defective would be covered by [redacted]. He was also told that if there were further parts needed, he would be responsible for payment on those parts. He then said he would have to let us know when he would be this way to drop it off and that was the end of the conversation. We do understand Mr. [redacted]'s frustration but he was informed of our warranty period well within the 90 days and was told he would need to bring the machine back for re-diagnosis. We have also confirmed with [redacted] that they only carry a 90-day warranty on all replacement parts and that warranty is from the date of service. Therefore the warranty would not apply to when the machine was picked up from the shop but from the date the service was completed and tested. We also understand the customer lives a considerable distance from our shop and that is was not possible for him to pick up the coffeemaker right away but there isn't anything we can do on that issue. Our phone system also keeps log of all phone calls to and from our office and we can provide dates and times of all calls to and from Mr. [redacted] in the time period of 11/13/17 to current. For a short time, our phone system also keeps recordings of all phone calls. We do have a recorded phone call between Mr. [redacted] and Mr. Appliance employee, Jessica, on 12/26/17 at 8:51am, 6 days after he picked up the machine. Having gone back starting 11/13/17 and checked every day until 3/13/18, we can definitively state we did not receive any phone calls from Mr. [redacted], nor did he speak with Graham, after 12/26/17 unless he called from any number besides [redacted] or [redacted] until he called us on 3/13/18. Nor do we have any phone calls offering him a refund of any kind nor Graham asking him to "further document the problem". At this time, we will not be offering a refund to Mr. [redacted]. We do understand his frustration but we did explain our warranty period and let him know we needed to re-diagnose the unit well within the 90-day warranty period. We also can provide a documented, recorded phone call to prove this was the case. Furthermore, we have confirmed with the manufacturer that their warranty period is also 90-days from the date of service completion. Mr. Appliance of Northern Colorado

Complaint: [redacted]
I am rejecting this response because:  We were not informed that their warranty started from the date of repair and not the date when we picked up the unit.  We contacted them shortly after picking up the unit and informed them that we were having the same issue as before.  We had requested an invoice at the time we picked up the unit and were told they would e-mail an invoice which they did not do.  I contacted [redacted] technical service to see if they had record of what parts were sent and whether the parts seemed to be appropriate for the problem.  They told me they would request that information from Mr. Appliance.  When I followed up with [redacted] they told me that they had not received any information from Mr. Appliance and were unable to answer my questions.   I finally received an invoice after Revdex.com requested a copy be sent to us, and contacted [redacted] again.  I do not understand the issue with refusing to send us an invoice until Revdex.com requested it.  It appears that the $166 part (froth nozzle) which Mr. Appliance said was ordered after the initial repair was part of the initial order.  The $166 part was the froth nozzle which we told them was the source or point of our problem from the very beginning.  Although cost of the parts are not listed on the invoice which is puzzling, [redacted] told me the cost of the froth nozzle was $164.44, the stop ck, $143.18 and o-rings $7 each which would bring cost of parts to somewhere around $340 depending on how many o-rings were replaced.  Labor would have been around $160 which may or may not be reasonable since there is no record of time spent repairing the unit, again puzzling.  If Mr. Appliance wants to conduct their business without regard to customer service, then Revdex.com needs to withdraw their accreditation immediately.  We would like for our unit to either be properly repaired or the cost of the repair refunded because we were not properly informed of their warranty period, and after we informed them that the unit was not properly repaired receiving any follow from them.  We contacted them within what we thought was the warranty period which was 5 days past the date which we were told was the date of repair and 8 days before the 90 period from the time we picked up the unit.  Hope that is not the new standard for customer service, and that Revdex.com does not endorse such practices.
Regards,
[redacted]

We are very sorry that Mr. [redacted] has chosen not accept our response but our stance is firm. We have stated position of the situation and will not be refunding any of the repair costs as Mr. [redacted] stated he would let Mr. Appliance know when he was back in the area. He was told the warranty well within the warranty period and he chose to not communicate with Mr. Appliance further until March 13.In our previous response, we did not state that we told Mr. [redacted] the warranty began from the date the repair was completed, not the date of pick up, nor did he ask. We simply stated that we do cover our labor for 90 days and the parts are covered by [redacted] for 90 days. However, he was informed well within the warranty period that he would need to bring the unit back to us for re-diagnosis and stated (on the recorded call) that he would let us know when he was back in the area. Since he was informed 6 days after he picked up the unit, it is not our responsibility to call him to remind him of the warranty and that he needed to bring the unit back to us. That falls on his shoulders to follow through. We are more than happy to provide the recording of the phone call where he stated he would let Mr. us know when he was back in the area. Again, we had no further communication with him between that call on December 26, 2017 and when he called again March 13, 2018. According to our phone records, Mr. [redacted] spoke with Jessica on 12/26 and did speak with Graham anytime after that, nor was he told any refund could/would be issued for any reason, as he had said in his previous complaint statement. Therefore, we will not be taking any further action with this situation.

Customer called 11/9 to say his dryer was not heating. Mr. Appliance sent technician out next day and diagnosed unit as needing an ignitor, which we had to order. Part was ordered and technician returned 11/16 to install the ignitor. Customer paid $258.90 for repair. Customer called back 11/16 to...

say unit was still not working. We sent a second technician on 11/17 who said the vent needed to be cleaned and we would come out at no charge to clean the vent. Vent cleaning is a $160 repair that we offered to the customer at no charge. Vent cleaning requires a different Mr. Appliance truck because not all trucks have the equipment to clean the vents. We scheduled our owner, Rick A[redacted], to go out and clean the venting from the outside on 11/20. Rick has video showing vent cleaning and after 13 minutes, vent still not completely cleaned because dryer is full of lint also, and burnt lint was coming out of vent to support that fact. Rick informed Mr. [redacted] that the dryer needed to be completely disassembled and cleaned. Mr. [redacted] told Rick that the vent shouldn't have to be cleaned already, as it was just built in 1999. Rick then told Mr. [redacted] that vents should be cleaned 1-2 times per year and is the number one cause of house fires. Rick told Mr. [redacted] the dryer WOULD NOT work correctly until this was done and he quoted $150. Normally taking the unit apart completely and cleaning would be a $200+ repair as it is time consuming. Mr. [redacted] did not like that we were telling him we would not disassemble the dryer for no charge, and said he would call someone else to do that. Customer was informed the dryer would not work right but felt that was not correct and called our office again. Jessica told the customer she would have Rick call him. When Rick returned to the office, he called Mr. [redacted] and again explained that the dryer will not work correctly unless it is cleaned and cleared of lint. Mr. [redacted] got very upset and was arguing with Rick and asked to speak with a supervisor. Rick informed him he was the supervisor. In response to copies of paperwork, Mr. Appliance sends all paperwork electronically after service is completed and signed for on the iPad. Mr. [redacted] does not have email or a computer and was told we would mail him copies of all paperwork through the postal service.We will not be refunding any money to Mr. [redacted] as we have spent over 3-4 hours trying to complete his repair and he still refuses to accept the fact he needs to have his dryer cleaned and cleared of lint before it will operate properly. Two of the three technicians explained the venting and dryer need to be cleaned and Rick, again, has a video proving how full of lint the dryer is as the vent cannot be completely expelled of lint until the dryer is.