Mr. Appliance of Salt Lake and Tooele

[redacted] ,Thanks for expressing your opinion about the repairs made to your dryer I spoke with both technicians that went to your home and have heard in great detail their side of the story As you know there is always two sides of the story.Jayson gave you the option of having the cycling thermostat replaced now, before cleaning the vent, so that once the vent issue was fixed you could be sure that the dryer was fixed He never told you that the thermostat was bad for sure, only that it was what controlled the sense dry feature on your dryer, which is what the original complaint wasYou agreed to the repair and you signed agreeing to the repair Furthermore, you claim you tested continuity of the old thermostat and that it was good Of course it showed continuity or your dryer wouldn't run at all The cycling thermostat is directly linked to the "sense" dry setting on the dryer In order to test if that thermostat is doing its job it has to be heated it to its cut out or cycling temperature to determine if it is cutting out too early or too late in the cycle Jayson told you the first time he was there that the vent needed to be replaced or the dryer would continue to shut off That is a safety feature to keep the dryer from getting too hot and starting a fire Obviously the vent is restricted and that is why it keeps tripping the thermostat and shutting off the dryer Waiting until spring is not going to change the fact that your dryer vent is restricted and the dryer will not run properly.Secondly, let me explain the math about how the amount was figured You seem to be confused You were charged $for the initial service fee That entire amount, which includes sales tax, was put toward the repair You paid a total amount of $including tax, which you state clearly in your complaint ($-$85.63= which is the amount you were charged to replace the cycling thermostat.) I am not a thief and I run an honest and reputable business I have been called many things but a thief is not one of them Even though you consented to have the thermostat replaced, which again, there was no guarantee it was bad, I will be happy to refund you the cost of the thermostat Upon your approval, I will refund $42.07(which includes tax) back to your credit card for the thermostat.Sincerely, Glen

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
Please see attachment. Sincerely,
*** ***

I am writing in response to the complaint from [redacted].I am so sorry to hear that [redacted] was not satisfied with the service provided to her from Mr. Appliance.  I am even more sorry to hear that a family member was ill and was taken to the hospital.  I have attached a picture of...

the flat oven igniter that was replaced by the Mr. Appliance technician on November 11, 2016.  The igniter has two electrical wires attached to it.  It has absolutely no gas lines associated with it at all.  The gas supply comes from a gas line which supplies gas to the oven.  The gas goes through a gas regulator to the gas safety valve and then into the oven where the gas can be ignited by the igniter ( which Mr. Appliance replaced).  When the technician went back out to determine where the gas leak was coming from he found it was coming from the gas line coming from the gas valve.  The technician, Jayson, said he found that the gas line which was about 18" to 24" away from the igniter which he replaced was loose.  He didn't loosen it and there is never a need to loosen it unless you need to replace the gas valve.  Mr.  Appliance is not responsible for the loosening of the gas valve.  Jayson did tighten it upon his return visit and did so at no charge to the customer.  In her complaint, [redacted] clearly states that she hadn't used her oven since February.  I don't know if she had someone else try to fix it prior to Mr. Appliance replacing the igniter and that is possibly when the line was loosened.  When the technician tested the oven after replacing the igniter, it ignited just as it should and the oven was turned off.  There was no need to run it for a long period of time, and there was no indication of a gas leak.I am not sure how or why the oven began leaking gas around the same time the igniter was replaced and [redacted] started using her oven again.  Since it was Questar that turned the gas off and told [redacted] the gas was coming from her stove, we (Mr. Appliance) wanted them to turn the gas back on to ensure that there was no additional leaks coming from the stove.Mr. Appliance was not negligible in any of the work performed by them.  [redacted] was only charged for the actual repair made to her oven, which clearly needed to be done in order for her oven to ignite and heat.

I am sorry that the response given was not satisfactory to you.  I would like to make a few clarifying points.1) You admit yourself in your initial complaint and in your response that the oven was not used since Feb. 2016.  If the oven had not been used during that period of time then of course it didn't leak.  The igniter that was replaced is necessary to open the gas valve to allow gas into the oven to ignite it. Since the igniter was bad the gas valve would never open and allow gas into the oven.  2) When replacing the igniter there is no need to loosen, move, adjust, or do ANYTHING with any gas line.  The igniter is replaced by removing two screws holding it in place and hooking two wires back together with ceramic wire connectors.  I cannot say anything about what the oven itself was or wasn't doing prior to replacing the igniter.  There would be no reason for my tech to loosen a fitting and cause a gas leak.3) The "certified" Questar technician has no business "accusing" or assuming the Mr. Appliance tech caused a gas leak.  He was not there and has no idea about appliance repairs.  His expertise lies in turning on/off gas and detecting a gas leak.  4) I am sorry that a gas leak was present, and that it caused additional problems to member of the family.  Those leaks were not caused by Mr. Appliance, and we do not assume any liability or responsibility associated with it.  We guarantee the work we performed.  This is a very routine repair that was made and does not and will not cause a fitting to be loosened resulting in gas to leak from it.5) I am disappointed and sorry that the tech was later to your home than expected.  He had a full schedule before you called.  We added you on to his schedule to get you taken care of the same day.  You were told at that time that we were adding you to his schedule and that he would get there at the end of his day.  We should have called before we left the office that night to give you an update on his time frame of arriving at your home. I apologize this wasn't done. That has been a topic of discussion at our staff meetings.  6) I am sorry if your Grandmother thought the tech was rude and defensive.  I apologize if his demeanor was not what it should have been.  I can't say what happened, I wasn't there and neither were you.  It is hear say.  I will say that I don't like to be falsely accused of things that I did not do.  The Questar tech had no business accusing my technician of anything.  I know that this was upsetting to my tech.  He has over 20 years experience working on all appliances, including gas appliances, and knows what he is doing.  In conclusion I will just say this.  The oven is repaired.  The gas leak has been corrected (at no charge).  I understand that the road to get to that point may not have been as smooth as we all would have liked, and without some challenges, but the fact remains that the oven is repaired now and is functioning correctly.  I hope that we can each move forward and put this behind us. Sincerely, Glen S[redacted]

[redacted],Thanks for expressing your opinion about the repairs made to your dryer.  I spoke with both technicians that went to your home and have heard in great detail their side of the story.  As you know there is always two sides of the story.Jayson gave you the option of having the cycling...

thermostat replaced now, before cleaning the vent, so that once the vent issue was fixed you could be sure that the dryer was fixed.  He never told you that the thermostat was bad for sure, only that it was what controlled the sense dry feature on your dryer, which is what the original complaint was. You agreed to the repair and you signed agreeing to the repair.  Furthermore, you claim you tested continuity of the old thermostat and that it was good.  Of course it showed continuity or your dryer wouldn't run at all.  The cycling thermostat is directly linked to the "sense" dry setting on the dryer.  In order to test if that thermostat is doing its job it has to be heated it to its cut out or cycling temperature to determine if it is cutting out too early or too late in the cycle.  Jayson told you the first time he was there that the vent needed to be replaced or the dryer would continue to shut off.  That is a safety feature to keep the dryer from getting too hot and starting a fire.  Obviously the vent is restricted and that is why it keeps tripping the thermostat and shutting off the dryer.  Waiting until spring is not going to change the fact that your dryer vent is restricted and the dryer will not run properly.Secondly, let me explain the math about how the amount was figured.  You seem to be confused.  You were charged $85.63 for the initial service fee.  That entire amount, which includes sales tax, was put toward the repair.  You paid a total amount of $228.70 including tax, which you state clearly in your complaint.  ($228.70 -$85.63= 143.07 which is the amount you were charged to replace the cycling thermostat.)  I am not a thief and I run an honest and reputable business.  I have been called many things but a thief is not one of them.  Even though you consented to have the thermostat replaced, which again, there was no guarantee it was bad, I will be happy to refund you the cost of the thermostat.  Upon your approval, I will refund $42.07(which includes tax) back to your credit card for the thermostat.Sincerely, Glen