NW Home Improvement Solutions LLC

We received your letter regarding American Range
We received a call from the owner of the range inquiring about a range diagnosticsHe couldn't find anyone who worked on this particular brand, and was willing to pay for a service trip from Vancouver, WA to Yacolt, WA (45+min drive ONE
WAY) of $125, before taxesWe had a mutual agreement in $125+tax,
for
service diagnosis fee with the owner
Technician diagnosed the range, found the problem and disclosed to owner the issuesUnfortunately, our appliance supplier does not carry American Range parts, it's a Canadian brandWe’ve attempted to contact the Canadian office, leaving a voicemail, with zero luck, most likely due to them returning owners call, in the voicemail we left the owners # for contact infoThis info has been communicated to owner.
We informed the owner we'll more than happy to come back out and replace component after he purchased it
Owner proceeded with finding parts, ordering, and then replacing himself, since it was a easy fix.
He is now demanding money back for diagnostics we completed for him, since he completed repairs himselfOur customer does not understand the diagnostic fee is automatically applied when technician travels roughly hours, disassembles and investigates unit and offers a diagnostically conclusive report on defective componentsThe fact that the parts are not available in the States is out of our controlWe certainly would not turn to eBay as a solution as it encompasses liability
Thank you
so much
,
NW Home Improvement Solutions

Hello ***, terribly sorry for the confusionTraditionally, companies including ourselves operate on a diagnostic service principalTo be diagnostically conclusive, process requires disassembly investigation and reassemblyThat process is called a diagnostic service callThis is the service we have charged you forIn order to verify part availability we have to find the guilty component, which has been performedWe initially had a mutual agreement to verify the defective component prior to repairsFive Corner Appliance verified that component is discontinuedWe have attempted to contact the manufacturers multiple times and left voicemails to no availWe have also asked *** to call us back if parts were to be purchased from manufacturerWe do not trust outside sources which reflect on low quality components and are prone to premature failure and potential firesThat is a major liability issue for our companyWe never received a response but have received a letter in the mail demanding a refund for a service that has been properly performed with conclusive evidenceWith a clean conscience and rational conclusion, we see no violation from our endBut are still willing to offer a reasonable settlement in the name of customer service

Complaint: [redacted]I am rejecting this response because:Business stated they worked on American Ranges.Subsequently stated they have no parts for American Ranges.I did not request diagnostics on this range, I requested it be fixed.It would/should be known BEFORE they even came out that they had no parts for this American Range.THEY are in business ,supposedly,to service/fix this range.That is what THEY stated BEFOREHAND.It should be readily apparent to anybody, without parts you will fix nothing.The fact I was able to obtain parts easily when they said they could not get any, points to the fact they wish to get paid for doing little. This is just like the adds on TV where the guy looks in the patients mouth and says "you've got a big cavity there, we don't fix it we're just dental monitors".Is that how this business sees itself as "American Range monitors"?Sincerely,[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]