NC Appliance

NC Appliance did not return my calls after two months of waiting for a part for my stove.On Sunday, August 18, 2013 NC Appliance contacted me to set up an appointment to repair my stove. I sent NC Appliance the information he requested concerning the stove. He arrived on Tuesday August 20, checked the stove, said the main control board needed to be replaced and left saying he would order the part and return as soon as the he received the part. I contacted him a couple weeks later to find out about the part. He stated it was on back order and it would be a while. I contacted him after a month and he said it was still on back order and would still be a while. Two months after the initial appointment I called again. I had to leave a message and said I needed him to call and let me know when I could expect my stove to be repaired. I told him to contact his parts supplier if he did not have the part yet and said I wanted a call by the next day. After several days of no returned phone call I contacted "[redacted]", the home warranty service that had contacted NC Appliance to file a complaint. I was told by [redacted] the he had called them and let them know the part was not longer available.NC appliance never once contacted me to update me on the status of the part or my repair. When messages were left for NC Appliance he never returned the call. Desired SettlementI would like a hand written personal apology from NC Appliance for:1. Being unprofessional - his initial call to set up the appointment had a very loud child playing next to him making it had to hear what he was requesting.2. Poor customer Service - not keeping me updated on the progress of the ordered part.3. Non-completion of services - NC Appliance never contacted me to let me know the part required for my stove was no longer available.4. Poor accounting - NC Appliance was paid the $50 co-pay on Tuesday, August 20, 2013 when services were rendered but called me on Sunday, November 3, 2013 asking for a second payment of $50.I would also like a refund of the $50 co-pay since he never completed the service by calling me to let me know the part was no longer available.Business Response On 12/05/13 Mr. [redacted] called stating "he did go to the consumer's home and diagnosed the problem, ordered the part and left several messages fro the consumer. The part ordered ended up being "out of stock" and unavailable. Mr. [redacted] then informed Revdex.com that " the consumer is getting a brand new stove for 50.00 (the service charge) and he would not be putting a response in writing to Revdex.com nor would he refund the 50.00 to his customer.Consumer Response Mr. [redacted] did come to the residence and diagnose the problem. I do not know if he ordered the part or not that I would have to take him at his word. Mr. [redacted] NEVER left a message. I made numerous calls to Mr. [redacted]. At first he would answer and told me the part was ordered but that it would take time. As the months passed he did not answer my calls nor call and leave a message. Once I called the home warranty company [redacted] to find out if they could help me I found out that Mr. [redacted] called them and informed them that the part was no longer available but he NEVER notified us that the part was discontinued. The home warranty company did replace our stove according to their warranty contract. Mr. [redacted] never fulfilled his responsibilities to me the customer. Consumer Response Why does it say this case was closed and considered resolved when it wasn't resolved? NC Appliance was not willing to fulfill any of my requests. That isn't resolved.

NC Appliance processed payment via my [redacted] card and check for services of $65 and should not have processed the check at all as [redacted] was used instead.[redacted] with NC Appliance arrived to my house on Wednesday, April 1st to service my freezer around 2pm. I rendered payment in form of a check for $65. The following morming, Thursday, April 2nd at 8am, I called [redacted] with NC Appliance on his cell and told him if he hadn't processed my check, I would use my [redacted] card for payment instead of check. He said he had not processed the check. I asked him for sure whether the check was processed and he said no. I provided him with my [redacted] card to process the payment immediately and asked him to shred the check and he said okay. The [redacted] card payment processed right away and then at 6pm on the same day the [redacted] payment was made (Thursday, April 2nd) the check cleared my bank also. It was less than 24 hours for both transactions for which it makes me feel Mr. [redacted] did not divulge the truth about the check. I confirmed with my bank that it was his signature on the back of the check to endorse it. I called him the following day immediately after seeing the check cleared and she said he made a mistake and was crediting my card back. This appears dishonest to me and it threw my checking account into a negative since I moved money from it after changing the payment method. I explained to Mr. [redacted] that my account was put into overdraft as what I had in my account was for another bill and any other money was moved. He lectured me about not having but the bare minimal amount of money in my account and hung up the phone on me twice. He then refused to take my calls. To date there has been no credit of the $65 to my account. I have since reported this to my bank for their assistance. However, my complaint has much to do with the way this was handled and the dishonesty. I feel taken advantage of and did not receive a call from Mr. [redacted] saying he made a mistake. It wasn't until I called him. THis is not the way to do good business. Desired SettlementI want my $65.00. His double debiting my account was impactful as I was due to go out of town for Easter weekend and had to borrow money. He made no attempts to right this wrong by any means after I explained that to him.Business Response Contact Name and Title: [redacted]Contact Phone: [redacted]Contact Email: [redacted]OK, I have 3 small children under the age of 4 and I get little sleep. she calls me at 8 am in the morning wanting to change her method of payment. I say OK, I forgot I made a bank deposit that day. I made a mistake. I did the credit card AS SHE ASKED FOR. I found out my mistake and reversed the charge right away with in 2 hours. I didn't think they we take the money so fast. as far as getting your money back, no. I am sorry that you are not financially responsible enough to handle your banking. and who goes on a trip with $65 or less in their bank account. this should be a valuable life lesson for you. you should have known what you wanted to pay me with and stuck with it. you also didn't tell the whole truth in your little temper tantrum above but I don't care. I made a mistake and I am so sorry, but you don't get a freebie for being a flip flopper. Consumer Response A phone call to express would have been in order so that I could have taken any necessary action. I should not have had to find this out by both payment methods being used. This to me, feels like shady business and bad business practices. I communicated with you throughout our interaction, calling you repeatedly and setting expectations. You did not do this with me and you are the business owner. Than to have an attitude rather than assure me everything will be taken care of was awful. I did travel have plans to travel this weekend and the logistic of my trip is none of your business. Again, this to me feels like bad business. Then to question my financial responsibility yet to express your excuse of having 3 kids and getting little sleep caused you to forget you signed the back of a check and deposited it yet to tell me you didn't and process my [redacted] payment any way does not give me a good feeling as a customer. However, the $65 was credited back to my account this morning. I never expected a freebie, just solid communication and a good business transaction. That's all!!!Final Consumer Response

NC Appliance sent [redacted] to my home to work on a refrigerator and a washing machine. For the refrigerator, the repair man immediately started he was not licensed to work on my machine. He wouldn't even pull it out of the wall to see what type of machine it was. Right there, I became nervous about his capabilities to service appliances. He then looked at my washing machine which was working perfectly fine except that it was squeaking when agitating. I believe that the machine only required a belt but the young man insisted it required a new transmission. He returned a week later with the new part. He told me he would be making some noise and after a few minutes of loud grunting and him saying "ow ow", I called upstairs to see what was going on. He told me to come upstairs to see what he was doing. He was trying to remove a nut from the washing column by using a screw driver and hammer as a chisel. When I saw this I knew right away what the outcome would be. Never have I seen a repair man use this technique to remove a piece for a machine. Within a few minutes he told me that he slipped while he was chiseling away and broke the entire machine. He stated that the machine was not fixable and that I would need to buy a new one. I was shocked as I had done six loads of laundry the day before. He did not apologize or even seem remorseful. Nor did he take responsibility for his terrible mistake. Before he left my home he had the audacity to ask to use my bathroom. I was shocked as I have been told by many work men that they are never to accept food ,drink or use the bathroom when they come to work. I called GE repair to tell them what happened. They were utterly shocked when I explained how this man was chiseling away at my washing machine. They told me that not only is the not the way to fix a washing machine but not the technique to use on any appliance . It is quite clear that this young repair man is inexperienced as well as negligent in doing his job. Once I came to the Revdex.com site I found out that this company only has a C rating. Rightfully so. They are a danger to anyone who seeks to use them for appliance repair.","neg-1

Misdiagnosed refrigerator issue by NC appliance which resulted in an unnecessary replacement of unit.On 5/28/2014 [redacted] - Owner/Operator of NC Appliance came out to diagnose an issue with a refrigerator in a rental property we own. The two issues that I asked for [redacted] to look at were that the refrigerator/freezer was not cooling properly and the refrigerator door was binding on the opening during closing.Our tenant had informed us the about the refrigerator' issues on 5/27/2014 and I took a thermometer over and verified that it was not functioning properly. We had bought the refrigerator new from [redacted] at the end of 2009.At the service call, [redacted] had opened up the back of the refrigerator and he related to me via phone that he saw visual evidence of either there being blockage in the coils or that the compressor was failing rapidly. The frost pattern only covering a third of the coils was the noted indicator. He said that those were not things he could do field service on and to buy replacement parts for those would be very expensive. He recommended buying a new refrigerator. I paid him via credit card over the phone and asked him to email me the receipt. We proceeded to identify a new replacement refrigerator. We were finalizing the order in the website checkout form when our tenant informed us that the refrigerator was working again. We paused the order process and called [redacted] / NC Appliance and shared that information so that we might get a better understanding of what might be going on. [redacted] re-stated that he was sure that either the coils were blocked or that the compressor was dying. After that conversation we moved forward with buying the new refrigerator.On 6/4/2014, we went over to the rental property to take delivery of the new refrigerator, and we found that the existing refrigerator was making ice once again and the refrigerator compartment was very cold as well. Fearing that we may be recycling a fully functional refrigerator, we opted to not have the delivery staff take the existing refrigerator, but rather, we had them put it in the garage. We have continued to monitor it, and it remains fully functional.Since that time, I have contacted [redacted] / NC Appliance to ask for 1) the receipt that he was supposed to email me at the time of service 2) to inform him of these developments and find out what his guarantee / warranty was for his diagnoses. For item 1) It took one email and one phone call from me to get the receipt on 6/9/2014. It was a very simple receipt with no mention of a warranty or guarantee for his service. For item no 2) I had sent him and email on 6/10/2014 asking for a refund of the diagnostic fee and asked that he respond on or before 6/13/2014 with a response of his intent to honor the request or not. On mid-morning of 6/13/2014 I called him to see if he had a response to our request for refund. He said that he stood by his diagnoses and he repeated several times that he showed the tenant the frost pattern on the coils. I responded each time by stating that I am not doubting that the conditions were other than what he said they were, but that his diagnoses of what was causing the conditions was incorrect. My evidence is an extra, functional refrigerator sitting in the garage after unnecessarily buying a new one.When I asked him specifically to clarify his position and answer my question: "Do you guarantee / warranty your diagnoses?" he responded with "I got' a go." and then he hung up on me.Similar to the AC service industry, I would think that there would be other diagnostics test that could have been employed in this case. The diagnosis was apparently incorrect. We have approached [redacted] / NC Appliance in a professional fashion and I feel that it is a reasonable expectation that we get a refund of the diagnostic fee. We request that [redacted] / NC Appliance respond in a professional manner and honor our request. We were hoping to find a dependable appliance repair company for our rental properties with NC Appliance. We have not.Desired SettlementWe are asking for a full refund to us for his incorrect diagnostic fee.