Mr. Appliance of the Coastal Bend

Complaint [redacted] I am sending you copies of the letter from Revdex.com and copies of the work orders associated to the complaint filed by Ms***MrAppliance of Coastal bend makes every effort to satisfy each customerAs you can see, we made many attempts to make it right with Ms***My only technician is an expert and follows our policies [redacted] ***

Complaint: [redacted] I am rejecting this response because: regardless of any scheduling conflicts we may have had, the issue still remainsA technician for MrAppliance damaged my appliance and is refusing to take responsibility for itI, too, have photos of the damage, along with documentation of correspondence with the manager, [redacted] ***, assuring me that it would be taken care ofI have every intention of taking this to small claims court if not resolved here Regards, [redacted] ***

MrAppliance (MRA) contacted Ms [redacted] numerous times to schedule appointments before, during and after servicing the refrigeratorMRA's Operations Manager requested to inspection the equipment with her and the service technician to document and verify findings and to answer any questions she may have had in regards to the repairs and clear up any remaining concerns After the inspection, Ms*** stated she was satisfied with the repairsMRA completed the request for services, no other concerns were mentioned at the timeI have attached the invoice that show the chronological order of communicationsWe also can provide an electronic signature where Ms [redacted] authorized the work, and accepted the work as completedAll our technicians conduct an inspection of the equipment before staring repairs and document with pictures and a narrative of their observations and condition of the equipmentI have offered to return to Ms [redacted] residence to take any further corrective action with no response We are a small business with one technician and hold our business standards higher than most as we are new service provider for corpusWe also have a code of values that help us do the right thing for each customer [redacted]

email address in our records shown for Mr*** is:***@***.***and I can forward a copy of the email to Revdex.com if necessary, reads as follows:
MrAppliance of Coastal Bend 5:PM (hours ago)
to *** Mr.***,
Thank
you for speaking to me in regards to the repairs surrounding the
Samsung dryerMr*** doesn't set pricing, MrAppliance Head
quarters suggests pricing and we use a task scheduler that gives
everyone the same pricingThe Tech offered to reduce the price by
giving you a bronze membership, that's the only way we offer a discount
If you would like MrAppliance to make the repairs, please call and we
will schedule another appointment at your earliest convenience.
Thank you sir
I can speak to the phone discussions I had with Mr.***, and whats documented in the work order/invoice and what was discussed with his daughter, and the two techs that were on site
I can forward a copy of the phone conversation for your records if needed
As with all are customers we offer expert repair service and explain the diagnostic fee is not waved but applied to the cost of the repairsWe have a script that we use when we take the call and while on site

Complaint[redacted]
I am rejecting this response because: no offer was made by Mr. Appliance in order to resolve the matter.
Regards,
[redacted]

[redacted]Mr [redacted] began calling for service on Sunday, both [redacted] and I returned his call that same afternoon to discuss his dryer appliance issue.[redacted] advised him that its best we schedule and appointment to properly diagnosis the dry. He agreed and schuedlued and appointment for Monday...

5-19-14 at 3:00 p. +- 2 hour window.
When I spoke with MR.[redacted], he told me of his conversion with the tech and I assured him we could resolve the issue on Monday.
You can see from the attached documents, we spoke with him on numerous occasions to keep him informed of the repair quotes and fees associated to the service call.   When we arrived at customers residence only his daughter was present will Mr [redacted] and MR [redacted] conducted diagnostics on the unit and present a quote for the repairs. 
When Mr.[redacted] learned of the cost he became aggressive and began to verbalize his opinion on what he thought was an excessive fee. Mr. [redacted] offered a free bronze maintenance agreement to reduce the inital fee, Mr. [redacted] became aggravated at the tech and called me on the phone to offer
his disbelief and explained that sears was charging $215 for the same service.
I spoke with the technicians to confirm the menu pricing guide (a guide used by all MRA franchises) to quote repair work which includes labor, and parts. we informed him if he chose MRA to complete the service call, the diagnostic fee would apply to the cost of the repair.
Sent him an email to advise him of our pricing guide and if he want us to complete the service call please let me know when we could schedule and appointment.
If you need additional information please let me know.
Thank you for your prompt attention and support in resolving this matter of importance.
     
[redacted]

Complaint: [redacted]
I am rejecting this response because: regardless of any scheduling conflicts we may have had, the issue still remains. A technician for Mr. Appliance damaged my appliance and is refusing to take responsibility for it. I, too, have photos of the damage, along with documentation of correspondence with the manager, [redacted], assuring me that it would be taken care of. I have every intention of taking this to small claims court if not resolved here.
Regards,
[redacted]

Complaint [redacted] 
I am sending you copies of the letter from Revdex.com and copies of the work orders associated to the complaint filed by Ms. [redacted]. Mr. Appliance of Coastal bend makes...

every effort to satisfy each customer. As you can see, we made many attempts to make it right with Ms. [redacted]. My only technician is an expert and follows our policies.
[redacted]

Mr. Appliance (MRA) contacted Ms [redacted] numerous times to schedule appointments before, during and after servicing the refrigerator. MRA's  Operations Manager requested to inspection the equipment with her and the service technician to document and verify findings and to answer any questions she may have had in regards to the repairs and clear up any remaining concerns.
After the inspection, Ms. [redacted]  stated she was satisfied with the repairs. MRA completed the request for services, no other concerns were mentioned at the time. I have attached the invoice that show the chronological order of communications. We also can provide an electronic signature where Ms. [redacted] authorized the work, and accepted the work as completed. All our technicians conduct an inspection of the equipment before staring repairs and document with pictures and a narrative of their observations and condition of the equipment. I have offered to return to Ms [redacted] residence to take any further corrective action with no response. 
We are a small business with one technician and hold our business standards higher than most as we are new service provider for corpus. We also have a code of values that help us do the right thing for each customer.
[redacted]

Complaint:[redacted]
I am rejecting this response because: I never received any email from [redacted] I did talk to him and he said he would call me back on Monday night, as far as being upset with this Tech he is wrong , I did tell them I thought the prices were to high and That I was quoted by Sears 215.00 but they would take to long. I also informed them I was told the service fee would be waived if the work was done, but when he gave me total for the work done he informed me the fee would not be waived. I am in the customer service business so I treat vendor and customer with the up most respect so as to get repeat business so I know better than to sound off at people. I told them not to do the work on the dyer and he said okay. then they left they did not rebolt the back of the dyer or place the shield back in place on dyer , I took pictures of this as soon as my wife informed me of it. I just want to be treated fair and get a just quote and job done. I am not going to pay for the service call or for work when they did not even put things back together they way they found them, That is wrong.
Regards,
[redacted]