One Stop Appliance Repair

Complaint: [redacted] I am rejecting this response because: The so-called "defective" motherboard should NEVER have been taken by the technicianHad he left it behind with the owner (my wife) I would have allowed him to re-install it laterBut we were not going to let the technician install a used part that had been riding around in the back of his van for 2+ weeks because there was no way to know if it was our part or a discarded, and possibly damaged, part from another jobWhat's more, One Stop Appliance Repair did NOT pay $for this replacement partAt the very least, they should have charged us their wholesale cost which was likely between $- $150, not the full $MSRPIn this way, they profited from their technician's mistakeFinally, when we called in a different repair service (ironically, they were NOT an authorized [redacted] repair service) the technician immediately and correctly diagnosed the "E3" error code as a defective hall sensor, telling us it is a very common problem with [redacted] washing machinesHe replaced the hall sensor and our washing machine has worked flawlessly ever since.Based on this experience, and their response to my Revdex.com complaint (which was riddled with lies and half-truths), I consider One Stop Appliance Repair to be incompetent and dishonest Sincerely, [redacted] ***

When we first went to your house to fix the fridge you were out of warrantyWe try to save customers money when there are possibly two or more parts that the fridge needsThis is not such a simple fix, a fridge that is not cooling can very well be several things, a fan, one of several temp sensors, a defrost problem, or a pcbThe first time out we diagnosed unitThe second time out we installed the part that cost less to hope for a resolution with less money out of pocketIn the meantime you had called the manufacturer so you would not have to pay and they gave you a one time allowanceWe had already cashed the check from the initial visitYou called back to let us know the manufacturer extended your warranty and also the fix did not workWe agreed to return your initial check and come back out with the other part it was (which was a lot more expensive) and now on the manufacturer dimeWe did mail you a check and have proof you cashed the check 12/20/We only get paid ONE time know matter how many times we are out thereWe were trying to save you moneyWe have never and will not EVER scam anyoneWe did not try to do anything other than help you out and fix your unit at a fair reasonable price and rate

Complaint: [redacted] I am rejecting this response because: the issue was not resolved and cannot be resolved by One Stop Appliance While they did return and attempted to fix the issue, the design flaw within the washing machine prevents the fabric softener from dispensing properly There is nothing further One Stop Appliance can do but the issue is not, and will not, be resolved Sincerely, [redacted] ***

Unfortunately your dishwasher had multiple issuesWe did come numerous times to try to resolve the issuesThe manufacturer requires us to go out times before they think about an exchange, we would of liked to get you an exchange soonerAfter multiple attempts we were able to get you an exchange as your resolutionWe apologize for any inconvenience and hope the next Dishwasher has better results

Complaint: [redacted] I am rejecting this response because:If you have the ability to take care of this issue as you have stated in your email, then why don't you do so? It's amazing that you will promptly respond with an email exonerating yourself of any responsibility on this issue, but you won't answer your phones or return phone messages If you were as prompt with dealing with customers as you are responding to complaints via email, you mostly likely wouldn't receive any complaints Strange business model.You realize you have worked on the refrigerator three separate times for the same issue, correct? And you want me to be present so you can explain what to me? I hired and paid you to fix the refrigerator Samsung has stated they are willing to reimburse me by issuing One Stop a credit memo that will allow One Stop to pay me and also allowing One Stop to get paid by Samsung One Stop has decided not to respond to Samsung I guess that is your choice It's also your choice to provide terrible customer service by not answering the phone or returning messages and by not correcting the issue the first time you repaired the refrigerator It's my choice to express how One Stop treats their customers Sincerely, [redacted]

We have reached out to this customer and have resolved the issue

We have resolved the issue with the customer directlyThe customer that made the complaint is the son and not actually the customerI think this is part of the miscommunication since we are in direct contact with herSince this complaint was made we have resolved issue with the customer and she was more than satisfied with repairAs far as the reimbursement from Samsung, they do not know how there own system worksThe Customer was out of warranty at time of repair so we charged accordinglyAfter the repair was complete the customer called into Samsung to try to get reimburse Samsung said yes, but at that point Samsung needs to reimburse directly

We had our technician come out to fix your washerWe found the issue with the unit to be a bad drain pumpWe went over the cost of the pump and labor which was agreed toOur technician fixed the unit wrote up a invoice for the agreed upon price which was signedAfter our technician left you went
online and found the price of a part for $and upAt that point you called us up and said you were going to dispute the amount on the credit card and were not going to pay.We buy our parts directly from the manufacturer and we do not dictate the costThese parts include shipping and backed by a day warrantyAlso as far as or price of trip out and labor costWe are a very honest company and when you call us initially to setup the call we go over pricingWe give our diagnostic rate + Labor rate + partsMost other appliance companies will not tell you there labor cost over the phone until they get thereWe do not hide any prices and are upfront about all cost

Our technician came out for your washer issueWe found that the washer was getting a 3E error codeThis error code can be one of three thingsA wire harness, main pcb, or hall sensorWe don't want to put in all three parts and charge for parts that are not neededWe started with the most common
issue we see and that is the main pcbWe order this part and pay for it directly from the manufacturerAfter we replaced the PCB we thought this had fixed the unitYou called back and said it still was not working but you did not want us back thereWe stated to you we needed to come out take the part back out and replace it with your old one so we could send it back to manufacturerAt that point you refused so we have no other choice than to charge you for the partHow do we know it still was not workingAlso we have a policy that we keep all old parts in our shop after we replace it, due to the fact that sometimes the new part does not work and we need to put old part backWe tried to accommodate the best we could but we can not reimburse for the part if we cant send it back to get reimbursedYou have had our company do work on your washer in dryer multiple times in the past with no issuesWe have a day warranty for our work and if there was an issue we would have come back and resolved the situationWe apologize for any inconvenience

Complaint: ***
I am rejecting this response because:One Stop Appliance's position that this issue is resolved is completely false. This issue did NOT get resolved. Samsung was willing to reimburse me for the defective product. They said the only way to do this was for them to issue a credit to One Stop so One Stop could in turn reimburse me. One Stop Appliance was non-responsive to me and Samsung so this issue could not be corrected.For the record, I am the one that purchased the refrigerator and I am the one that has been talking directly to One Stop. One Stop's statement that this is what is causing the miscommunication is completely false. The problem is that One Stop is completely non-responsive. They don't answer their phone and they MIGHT return a phone call after a week, but more often than not, they don't. I have never seen such a mismanaged business in my life. At first I couldn't believe that they stated this issue was resolved, but when I think about it further, this sums up the way they manage their business - horribly.Also, we are still having issues with the refrigerator. One Stop has now been out three times to repair it. The first time they came out, it was because of defective product. The second time they came out, it was because the first technician didn't complete the job. The third time they came out, they did something completely different than the first two times (cleaned out a drain tube). I have zero confidence that the refrigerator is fixed. They are non-responsive and don't know what they are doing. The sad thing is that this is who you have to use if you go through a Samsung warranty issue.
Sincerely,
*** ***

Samsung has agreed to issue One Stop a credit ticket for the full amount of the repair, which will allow One Stop to issue a refund to me and also allow One Stop to get reimbursed for their workOne Stop has been non-responsive to this request, which means I have not been reimbursed I've
spent countless hours working with Samsung to get this issue resolved and now that One Stop has elected to be non-responsive, I'm not able to get paid My expectation is that One Stop will start acting liking a responsible business and start responding to both Samsung and myself and also to reimburse me for my costs

This is an issue with the product NOT our service or techniciansThere were several bulletins from the manufacturers for this modelIf the unit is still having issue you could get some reimbursement for the day redo policy from our companyWe were told by your mother the last time we were there it had been fixedMaybe if you were there during the repair we could show you what is going onAt this point if you want some reimbursement for the repair we could do something if we still unit is having issues with the unit

When we first went to your house to fix the fridge you were out of warranty. We try to save customers money when there are possibly two or more parts that the fridge needs. This is not such a simple fix, a fridge that is not cooling  can very well be several things, a fan, one of several temp...

sensors, a defrost problem, or a pcb. The first time out we diagnosed unit. The second time out we installed the part that cost less to hope for a resolution with less money out of pocket. In the meantime you had called the manufacturer so you would not have to pay and they gave you a one time allowance. We had already cashed the check from the initial visit. You called back to let us know the manufacturer extended your warranty and also the fix did not work. We agreed to return your initial check and come back out with the other part it was (which was a lot more expensive) and now on the manufacturer dime. We did mail you a check and have proof you cashed the check 12/20/16. We only get paid ONE time know matter how many times we are out there. We were trying to save you money. We have never and will not EVER scam anyone. We did not try to do anything other than help you out and fix your unit at a fair reasonable price and rate.

Complaint: [redacted]
I am rejecting this response because: The so-called "defective" motherboard should NEVER have been taken by the technician. Had he left it behind with the owner (my wife) I would have allowed him to re-install it later. But we were not going to let the technician install a used part that had been riding around in the back of his van for 2+ weeks because there was no way to know if it was our part or a discarded, and possibly damaged, part from another job. What's more, One Stop Appliance Repair did NOT pay $250 for this replacement part. At the very least, they should have charged us their wholesale cost which was likely between $80 - $150, not the full $250 MSRP. In this way, they profited from their technician's mistake. Finally, when we called in a different repair service (ironically, they were NOT an authorized [redacted] repair service) the technician immediately and correctly diagnosed the "E3" error code as a defective hall sensor, telling us it is a very common problem with [redacted] washing machines. He replaced the hall sensor and our washing machine has worked flawlessly ever since.Based on this experience, and their response to my Revdex.com complaint (which was riddled with lies and half-truths), I consider One Stop Appliance Repair to be incompetent and dishonest.
Sincerely,
[redacted]

Unfortunately your dishwasher had multiple issues. We did come numerous times to try to resolve the issues. The manufacturer requires us to go out 3 times before they think about an exchange, we would of liked to get you an exchange sooner. After multiple attempts we were able to get you an exchange...

as your resolution. We apologize for any inconvenience and hope the next Dishwasher has better results.

Complaint: [redacted]
I am rejecting this response because:  the issue was not resolved and cannot be resolved by One Stop Appliance.  While they did return and attempted to fix the issue, the design flaw within the...

washing machine prevents the fabric softener from dispensing properly.  There is nothing further One Stop Appliance can do but the issue is not, and will not, be resolved.
Sincerely,
[redacted]

We have reached out to this customer and have resolved the issue.

Complaint: [redacted]
I am rejecting this response because:If you have the ability to take care of this issue as you have stated in your email, then why don't you do so?  It's amazing that you will promptly respond with an email exonerating yourself of any responsibility on this issue, but you won't answer your phones or return phone messages.  If you were as prompt with dealing with customers as you are responding to complaints via email, you mostly likely wouldn't receive any complaints.  Strange business model.You realize you have worked on the refrigerator three separate times for the same issue, correct?  And you want me to be present so you can explain what to me?  I hired and paid you to fix the refrigerator.  Samsung has stated they are willing to reimburse me by issuing One Stop a credit memo that will allow One Stop to pay me and also allowing One Stop to get paid by Samsung.  One Stop has decided not to respond to Samsung.  I guess that is your choice.  It's also your choice to provide terrible customer service by not answering the phone or returning messages and by not correcting the issue the first time you repaired the refrigerator.  It's my choice to express how One Stop treats their customers. 
Sincerely,
[redacted]