Hello, I reviewed Mrs [redacted] ’s response and replying to this response As we cannot stress enough, we apologize for any inconvenience this situation has caused youWe want to just remind you that the Lynx Ice Machine and the Viking Cooktop was both originally dispatched at the same time We can confirm that with the attached documentsThe $was confirmed with you for the Ice Machine when the appointment was set up to which you agreed to I am sorry if you feel that we have “scammed” you but any and all disputes for service call fees must be resolved with the warranty company, [redacted] who holds your contract Thank you
Hello, I reviewed Mrs [redacted] ’s response and replying to this response Once again, I apologize for any inconvenience this situation has caused youAt the time of initial diagnostic, we were informed by the warranty company, [redacted] , which we were to go out to the place of residence and diagnose a Viking Cooktop and a U-Line Ice Machine When the claims came to us, we were informed that each unit had a $deductible, which I have attached as well for your convenienceEach dispatch came in on Feb 9, We contacted Mrs [redacted] and informed her that the next available to have a tech out to diagnose both units would be Tuesday, Feb 27, She informed us that it a long wait which we understoodWe informed her that she could contact the warranty company and see if they could find another company that could come out a little earlierShe wanted to keep the appointment and at that point, we informed her that the service fee per her contract with [redacted] was $for each appliance diagnosed We also informed that the tech would call her minutes before arrival and would also receive a call to remind her of the appointment the day before which we did On the day of the appointment, the tech did call her minutes before arrival and did spend an adequate amount of time diagnosing each unit to which he reported his findings to the warranty companyI would like to comment that Mrs [redacted] was not personally home to receive the technician and arrived towards the end of the technician’s visit We would like to remind Mrs [redacted] that we do not have control over decisions the warranty company makes regarding the appliances that she has with themWe are just contracted with the warranty company to diagnose the units and report to them with our findingsOrdering parts, continuing with repair, or replacing units is not something we can controlFrom our understanding, the warranty company told us after we had performed the diagnostics that the ice machine is not covered due to reasons we were not privy to We were also informed that the warranty company had offered a buyout option which the customer declined for personal reasons and would like to go ahead with the repair instead The information is given by the technician which the warranty company orders any parts that they cover through a vendor of their choosingWe were told by the warranty company that they would order the parts and ship it directly to the customer We were told by a representative that she had received all parts and needed to be rescheduledWe understand that the customer may not know what the parts were called and that is why we asked to confirm which part numbers that she had received and the quantity of each she had received We came to the conclusion that she is still missing parts and we informed her to contact the warranty company as we do not have access to any personal information they may have ask of us regarding her contractI do apologize if the customer has had a negative experience with the repair of her Ice Machine and Cooktop, but the $is non-negotiable and is a part of her contractible expense to [redacted] I have also included our terms and conditions for our company which Mrs [redacted] also has a copy of as well The persons she spoke to were the actual owners of the company and if she is needing a refund, she must contact the warranty company because they hold her contractHowever, as to the Ice Machine, we offered to repair the unit and gave her an estimateShe had a sealed system issue which we recommended replacement due to the repair being more than 60% of the total cost of the unitWe are not in the business to “scam” our customers or take advantage of themWe do not control the warranty company’s hand in getting the parts to her in a timely fashion nor in guaranteeing the coverage of each appliance that we diagnoseOnce again, we do apologize for any inconvenience that we may have caused her and recommend that she contact [redacted] for any further questions Thank you
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint The original appointment was only for the cooktopThe ice maker was added during the appointmentConsidering you grossly misdiagnosed the problem with the appliance, I would think you would be willing to refund at least That portion of the money you took in errorI ended up fixing the ice maker myself by calling LYNX (who makes the ice maker)(not uline) and trouble shooting for minute to fix the problem, which was a kink in the drain lineIf I had taken you up on your offer to fix the machine I would have needlessly spent over $2k, since your tech misdiagnosed the problem completelyIf you could have the wrong information of which VH type of ice maker it is and what it's problem was, don't you think you should refund the $ you charged to 'look' at it? What an obtuse owner to not refund such a small amount, that in my opinion Was taken in error.You really stand by your decision to 'take' what you foolishly believe is owed to youWhat a crockWon't win you any loyalties in my group.Hope that $really pays the billsIt will be the last dime you extract from me or my people [Provide details of why you are not satisfied with this resolution.] Regards, [redacted]
Masterminds of Appliances apologizes for any inconvenience Mrs
*** has experiencedMrs***’s first appointment was February
27, The appointment window was between noon and PMThe day before,
Mrs*** was also given a friendly appointment reminder, during which
we
informed her that the technician would be giving her at least a half hour
notice before actually arriving to her homeOn the day of her appointment, JP
(Service Technician and Service Manager of Masterminds of Appliances, LLC) called
minutes prior to arriving to Mrs***’s homeThe customer informed
the tech that if he were to arrive there before her, she would give him
authorization to enter into her home, to service her appliancesAt that point,
the technician stated that either the homeowner or someone or older must be
present to receive him, to which she replied that there would be people there
who were renovating her houseWhen JP arrived, he was met by two painters who were
renovating Mrs***’s houseThe gentlemen escorted JP and showed him
both the Lynx ice machine as well as the Viking gas cooktopThe gas cooktop
was not installed to any gas supply sourceAs a result, it was quite challenging
for the technician to make an inclusive diagnosis of the unitTherefore, based
on the customer’s explanation of issues she was experiencing with the gas
cooktop (and JP’s decade of experience as a factory-trained, insured and
licensed appliance technician), he thought it was sensible to put in for all assumed necessary parts with the
homeowner’s warranty company (*** *** ** ***)The technician was at the customer’s home for one hour
Within the hour, JP inspected the Lynx ice machine which Mrs*** stated
that her warranty company coveredJP diagnosed the ice machine as having a
sealed system (cooling) problemPer the customer’s warranty company, we (Masterminds
of Appliances, LLC) are not authorized to do any such repairs until we receive
approval from *** *** ** ***
The next morning the tech contacted *** with his diagnosis
of the units and was told that the Lynx ice machine was not covered under Mrs***’s warranty planAs such, a
diagnostic charge for the non-covered item (Lynx ice machine) was dueA deductible
was also due for the gas cooktopMrs*** owed $per unit, for a
total of $which she was informed of before Masterminds of Appliances, LLC
dispatched a technician out to her place of residenceThe customer agreed to
pay*** informed us that they will contact us with a decision on
whether or not they will authorize us to repair or offer customer options, such
as buy-out or replacement of unitTwo weeks later, *** contacted us, informing
us that they will offer Mr*** a cash-out towards a new unit and to go
ahead and close out her claimThen, a month later, *** contacted us informing
us that Mrs*** declined the cash-out offer and that she preferred to
have her unit repaired*** *** ** *** did approve the estimate of repair
*** supplies parts and has them direct-shipped to the homeowner*** also
informed us that they would inform the customer about both items (non-covered
unit and the approval on her gas cooktop range)Also, parts can take up to
7-business days to arrive to customers’ homes if parts are not factory
back-orderedMrs*** was told by both us, and her warranty company
that once she received parts to contact us for scheduling so we can have the
technician go back out to repair her unit.On March 23, 2015, we were informed that the parts would be
shipped to the customer within 7-daysAbout months passed, and the
customer still had not contacted us to inform us whether she had or had not
received the partsOn April 16, we spoke with an account manager by the name
of Edgar to explain labor and costsEdgar approved the cost of repairOn June
5, Katherine (office Supervisor with Masterminds of Appliances,LLC)
contacted *** to find out why the customer had not yet received the parts which
we originally put in forWe were told that all parts had been ordered and
should have already been received by Mrs***Upon contacting Mrs
***, she informed us that she had in fact received some of the parts,
and asked that we verify with her that they are all correctShe failed to
mention a particular part numberThis particular part was missingWe informed
Mrs*** that she was missing a necessary part, and as such, we did not
place her on schedule for part installationShe became very upset, and
inquired why we could not provide her with a status on the parts that should
have been orderedWe suggested that she contact *** *** ** ***, as they would be able to provide her with
an ETA of the parts, since 3rd party warranty companies supply parts
themselves (we only put in for them)She offered to pay for the parts out of
pocket but we informed her that the best solution would be to contact her warranty
companyShe refused, stating that she would rather have another appliance
technician, which she personally knew, to repair her appliances insteadAt
this point, we agreed with the customer that she should proceed in accordance
with her best interestWe apologized for any inconvenience this may have
caused her, albeit any discrepancies should be resolved with *** *** ** ***The refund that the customer is requesting is a legitimate
charge and per her warranty company, *** *** ** ***, these charges are validThis covers for both
diagnostic and trip charge as per her contract with ***The customer informed
us that she would hire another company of her choice to repair both of her
unitsAt that point, we decided to contact her warranty company to let them know
that she declined repairs of her unitWe will no longer be providing service
for this customer
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint Their response is completed not true They have to be honest and accept what they did wrong I did confirmed and accepted the service date of sept There are ni other number to contact Miele the manufacture like they stated We bought the appliances with Pacific and Masterminds is the services for Miele I demand that they need to set an appointment in writing the time and the date of the service and it needs to be complete by next week
Regards,
Hello,
Once again, we apologize for any inconvenience this may have
caused the customer. We informed the customer of our next available date for
repair of the dishwasher. He did not confirm the appointment with our company
stating that he would contact the manufacture to find an earlier service
center.
We did not lie or be dishonest about the appointment for the
customer. He was given an appointment for our next available and in no way did
the customer state that he wanted to keep it. He instead informed us that he
will contact the manufacture to find an earlier appointment with Miele or
another authorized servicer. We contacted the manufacture to see if they could
reassign the appointment to another one of their authorized service center or
any of their own in factory technicians. If the customer needed to contact the
manufacture, all he would have to do is call their customer service line.
As we review this customer’s displeasure, we have come to
inform the Revdex.com that we will no longer service this customer. We do not feel comfortable
sending a technician out to this customer’s residence and have informed the
manufacture as well. Please note, the
customer did mention that we were the only authorized servicer for Miele which
is not true. Miele does have other authorized service providers as well as
Miele’s own technicians that provide service. We apologize for any inconvenience this may
have caused the customer and we do hope the customer have his unit taken care
of.
Hello,
I reviewed Mrs. [redacted]’s response and replying to this
response.
As we cannot stress enough, we apologize for any inconvenience
this situation has caused you. We want to just remind you that the Lynx Ice
Machine and the Viking Cooktop was both originally dispatched at the same time.
We can confirm that with the attached documents. The $75.00 was confirmed with
you for the Ice Machine when the appointment was set up to which you agreed to.
I am sorry if you feel that we have “scammed” you but any and all disputes for
service call fees must be resolved with the warranty company, [redacted] who holds your contract.
Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. The original appointment was only for the cooktop. The ice maker was added during the appointment. Considering you grossly misdiagnosed the problem with the appliance, I would think you would be willing to refund at least That portion of the money you took in error. I ended up fixing the ice maker myself by calling LYNX (who makes the ice maker)(not uline) and trouble shooting for 1 minute to fix the problem, which was a kink in the drain line. If I had taken you up on your offer to fix the machine I would have needlessly spent over $2k, since your tech misdiagnosed the problem completely. If you could have the wrong information of which VH type of ice maker it is and what it's problem was, don't you think you should refund the $ you charged to 'look' at it? What an obtuse owner to not refund such a small amount, that in my opinion
Was taken in error.You really stand by your decision to 'take' what you foolishly believe is owed to you. What a crock. Won't win you any loyalties in my group.Hope that $75 really pays the bills. It will be the last dime you extract from me or my people.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
Hello,
I reviewed Mrs. [redacted]’s response and replying to this
response.
Once again, I apologize for any inconvenience this situation
has caused you. At the time of initial diagnostic, we were informed by the
warranty company, [redacted], which we were to go out to the
place of residence and diagnose a Viking Cooktop and a U-Line Ice Machine. When the claims came to us, we were informed
that each unit had a $75.00 deductible, which I have attached as well for your
convenience. Each dispatch came in on Feb 9, 2015.
We contacted Mrs. [redacted] and informed her that the next
available to have a tech out to diagnose both units would be Tuesday, Feb 27,
2015. She informed us that it a long wait which we understood. We informed her
that she could contact the warranty company and see if they could find another
company that could come out a little earlier. She wanted to keep the
appointment and at that point, we informed her that the service fee per her
contract with [redacted] was $75.00 for each appliance diagnosed.
We also informed that the tech would call her 30 minutes
before arrival and would also receive a call to remind her of the appointment
the day before which we did. On the day of
the appointment, the tech did call her 30 minutes before arrival and did spend
an adequate amount of time diagnosing each unit to which he reported his
findings to the warranty company. I would like to comment that Mrs. [redacted]
was not personally home to receive the technician and arrived towards the end
of the technician’s visit.
We would like to remind Mrs. [redacted] that we do not have
control over decisions the warranty company makes regarding the appliances that
she has with them. We are just contracted with the warranty company to diagnose
the units and report to them with our findings. Ordering parts, continuing with
repair, or replacing units is not something we can control. From our
understanding, the warranty company told us after we had performed the
diagnostics that the ice machine is not covered due to reasons we were not
privy to. We were also informed that the
warranty company had offered a buyout option which the customer declined for
personal reasons and would like to go ahead with the repair instead.
The information is given by the technician which the
warranty company orders any parts that they cover through a vendor of their
choosing. We were told by the warranty company that they would order the parts
and ship it directly to the customer. We
were told by a representative that she had received all parts and needed to be
rescheduled. We understand that the customer may not know what the parts were
called and that is why we asked to confirm which part numbers that she had
received and the quantity of each she had received.
We came to the conclusion that she is still missing parts
and we informed her to contact the warranty company as we do not have access to
any personal information they may have ask of us regarding her contract. I do
apologize if the customer has had a negative experience with the repair of her
Ice Machine and Cooktop, but the $150.00 is non-negotiable and is a part of her
contractible expense to [redacted]. I have also included our
terms and conditions for our company which Mrs. [redacted] also has a copy of
as well.
The persons she spoke to were the actual owners of the
company and if she is needing a refund, she must contact the warranty company
because they hold her contract. However, as to the Ice Machine, we offered to
repair the unit and gave her an estimate. She had a sealed system issue which
we recommended replacement due to the repair being more than 60% of the total
cost of the unit. We are not in the business to “scam” our customers or take
advantage of them. We do not control the warranty company’s hand in getting the
parts to her in a timely fashion nor in guaranteeing the coverage of each
appliance that we diagnose. Once again, we do apologize for any inconvenience
that we may have caused her and recommend that she contact [redacted] for any further questions.
Thank you.
Hello,
We do apologize for any inconvenience you may have had. We
received your dispatch from the manufacture Miele for a dishwasher that needed
service on September 2, 2015. We contacted the customer and gave him a
scheduled date of September 24, 2015 to which he had declined stating...
that he will
contact the manufacture and see if they had an earlier appointment with another
company because the 24th was a long time to wait for the legs on the
unit. We understand that the customer needed the appointment sooner because his
dishwasher was being used regularly which is why we suggested the option to
contact the manufacture to see if another servicer could service him sooner. At
this point, the customer did not confirm his appointment that was given to him
on September 24th, 2015 in the afternoon.
When the customer called on the 24 of September, he stated
that he was calling to see what time he was scheduled for. We informed him that
because he did not confirm his appointment, no appointment was made for his
dishwasher. We at that moment informed the customer that if he still needed an
appointment, our next available to send a technician that services his area was
October 13th, 2015 in the afternoon to which he agreed. We also
informed the customer that if he chooses to not wait, we implore him to contact
the manufacture to find an earlier service center or he can see if Miele’s own
in home technicians are available for an earlier appointment.
Again we apologize for any inconvenience this may have
caused you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
I find that parts of the story they are relaying are inconsistent with what happened. For example, I asked if the ice maker was covered under warranty and was told that indeed it was. Then and only then did u request an assessment of the problem. The tech proceeded to diagnose the problem as needing a new pump that costs over 1000 dollars. After paying an addition $75 for him to tell me that and claim he would repair it under the warranty, I am called over a full month later and informed that the appliance is NOT covered under warranty. I am not pleased that the company took my money to give the appliance a less than five minute once over and then refuses to refund the amount that I paid upfront under false pretenses. How can that be an honest business practice? They were coming out for $75 and then left with $150 for a service that cannot be completed. I firmly stand by the belief that Masterminds of Appliances has scammed me out of both the $75 charges. If I want to wait the rest of my life for the correct parts to even be ORDERED-as only half have been to date, then I would say, fine, don't give me back the money you took from me. But this is negligent business practice. Whether it is relying on the customer to receive and count and account that the correct parts have arrived or the practice where the repair company then told Me to call [redacted] to report which parts were still missing and yet to be ordered. I am the middle man in this transaction?? Am I supposed to know the parts that I have based on the names of them, like Quentrese, the alleged owner assumed I would?Finally after repeating that I was not sure which parts I had and have no clue which ones they are based on the complicated engineering terms she kept repeating to describe them, she said the part number. Then she told me she didn't have the time to call [redacted] to let them know what to order. Excuse me? I have been dealing with getting a single burner on my cooktop repaired for almost 5 months. I am going to bring a lawsuit against [redacted] and this company for fraudulent business practices. I don't particularly care about the $150 I am out, but I am sure some customers, who JUST bought a house, would feel far more down and out about it. Lucky for me, my husband is a litigator and I am a highly educated stay-at-home mother with nothing but time. I will make SURE this company doesn't take advantage of any more customers in the future. This is only ONE example of the ways I feel the story was relayed was inconsistent with the truth.I hope the recordings of our recent phone calls are admissible in court because they speak volumes to the kind of unethical and downright dishonest values driving this company's business practices. Please cc my attorney on all future communications. [redacted]I also believe the person who called me, James Pierre, who also claimed to be the owner was impersonating the owner. There is no way someone who owns a small company would NOT refund the measly $150 after hearing what I have been put through at the hands of these people who I now believe to be scammers. I would love to see proof that Quentrese is a co-owner of the company. That lie came out too easily. Like a said, an owner of a small business would act so brashly or unethically and still be in business. This is my one and only complaint I have ever filed. I feel so strongly that I h e been injusticed. To top it off, [redacted] sent a message to my realtor saying their completed services had saved my $150 on the repair of my oven. This is a lie and a misrepresentation. Period.
[Provide details of why you are not satisfied with this resolution.) WHAT resolution?
Regards,
[redacted]
Hello, I reviewed Mrs [redacted] ’s response and replying to this response As we cannot stress enough, we apologize for any inconvenience this situation has caused youWe want to just remind you that the Lynx Ice Machine and the Viking Cooktop was both originally dispatched at the same time We can confirm that with the attached documentsThe $was confirmed with you for the Ice Machine when the appointment was set up to which you agreed to I am sorry if you feel that we have “scammed” you but any and all disputes for service call fees must be resolved with the warranty company, [redacted] who holds your contract Thank you
Hello, I reviewed Mrs [redacted] ’s response and replying to this response Once again, I apologize for any inconvenience this situation has caused youAt the time of initial diagnostic, we were informed by the warranty company, [redacted] , which we were to go out to the place of residence and diagnose a Viking Cooktop and a U-Line Ice Machine When the claims came to us, we were informed that each unit had a $deductible, which I have attached as well for your convenienceEach dispatch came in on Feb 9, We contacted Mrs [redacted] and informed her that the next available to have a tech out to diagnose both units would be Tuesday, Feb 27, She informed us that it a long wait which we understoodWe informed her that she could contact the warranty company and see if they could find another company that could come out a little earlierShe wanted to keep the appointment and at that point, we informed her that the service fee per her contract with [redacted] was $for each appliance diagnosed We also informed that the tech would call her minutes before arrival and would also receive a call to remind her of the appointment the day before which we did On the day of the appointment, the tech did call her minutes before arrival and did spend an adequate amount of time diagnosing each unit to which he reported his findings to the warranty companyI would like to comment that Mrs [redacted] was not personally home to receive the technician and arrived towards the end of the technician’s visit We would like to remind Mrs [redacted] that we do not have control over decisions the warranty company makes regarding the appliances that she has with themWe are just contracted with the warranty company to diagnose the units and report to them with our findingsOrdering parts, continuing with repair, or replacing units is not something we can controlFrom our understanding, the warranty company told us after we had performed the diagnostics that the ice machine is not covered due to reasons we were not privy to We were also informed that the warranty company had offered a buyout option which the customer declined for personal reasons and would like to go ahead with the repair instead The information is given by the technician which the warranty company orders any parts that they cover through a vendor of their choosingWe were told by the warranty company that they would order the parts and ship it directly to the customer We were told by a representative that she had received all parts and needed to be rescheduledWe understand that the customer may not know what the parts were called and that is why we asked to confirm which part numbers that she had received and the quantity of each she had received We came to the conclusion that she is still missing parts and we informed her to contact the warranty company as we do not have access to any personal information they may have ask of us regarding her contractI do apologize if the customer has had a negative experience with the repair of her Ice Machine and Cooktop, but the $is non-negotiable and is a part of her contractible expense to [redacted] I have also included our terms and conditions for our company which Mrs [redacted] also has a copy of as well The persons she spoke to were the actual owners of the company and if she is needing a refund, she must contact the warranty company because they hold her contractHowever, as to the Ice Machine, we offered to repair the unit and gave her an estimateShe had a sealed system issue which we recommended replacement due to the repair being more than 60% of the total cost of the unitWe are not in the business to “scam” our customers or take advantage of themWe do not control the warranty company’s hand in getting the parts to her in a timely fashion nor in guaranteeing the coverage of each appliance that we diagnoseOnce again, we do apologize for any inconvenience that we may have caused her and recommend that she contact [redacted] for any further questions Thank you
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint The original appointment was only for the cooktopThe ice maker was added during the appointmentConsidering you grossly misdiagnosed the problem with the appliance, I would think you would be willing to refund at least That portion of the money you took in errorI ended up fixing the ice maker myself by calling LYNX (who makes the ice maker)(not uline) and trouble shooting for minute to fix the problem, which was a kink in the drain lineIf I had taken you up on your offer to fix the machine I would have needlessly spent over $2k, since your tech misdiagnosed the problem completelyIf you could have the wrong information of which VH type of ice maker it is and what it's problem was, don't you think you should refund the $ you charged to 'look' at it? What an obtuse owner to not refund such a small amount, that in my opinion Was taken in error.You really stand by your decision to 'take' what you foolishly believe is owed to youWhat a crockWon't win you any loyalties in my group.Hope that $really pays the billsIt will be the last dime you extract from me or my people [Provide details of why you are not satisfied with this resolution.] Regards, [redacted]
Masterminds of Appliances apologizes for any inconvenience Mrs
*** has experiencedMrs***’s first appointment was February
27, The appointment window was between noon and PMThe day before,
Mrs*** was also given a friendly appointment reminder, during which
we
informed her that the technician would be giving her at least a half hour
notice before actually arriving to her homeOn the day of her appointment, JP
(Service Technician and Service Manager of Masterminds of Appliances, LLC) called
minutes prior to arriving to Mrs***’s homeThe customer informed
the tech that if he were to arrive there before her, she would give him
authorization to enter into her home, to service her appliancesAt that point,
the technician stated that either the homeowner or someone or older must be
present to receive him, to which she replied that there would be people there
who were renovating her houseWhen JP arrived, he was met by two painters who were
renovating Mrs***’s houseThe gentlemen escorted JP and showed him
both the Lynx ice machine as well as the Viking gas cooktopThe gas cooktop
was not installed to any gas supply sourceAs a result, it was quite challenging
for the technician to make an inclusive diagnosis of the unitTherefore, based
on the customer’s explanation of issues she was experiencing with the gas
cooktop (and JP’s decade of experience as a factory-trained, insured and
licensed appliance technician), he thought it was sensible to put in for all assumed necessary parts with the
homeowner’s warranty company (*** *** ** ***)The technician was at the customer’s home for one hour
Within the hour, JP inspected the Lynx ice machine which Mrs*** stated
that her warranty company coveredJP diagnosed the ice machine as having a
sealed system (cooling) problemPer the customer’s warranty company, we (Masterminds
of Appliances, LLC) are not authorized to do any such repairs until we receive
approval from *** *** ** ***
The next morning the tech contacted *** with his diagnosis
of the units and was told that the Lynx ice machine was not covered under Mrs***’s warranty planAs such, a
diagnostic charge for the non-covered item (Lynx ice machine) was dueA deductible
was also due for the gas cooktopMrs*** owed $per unit, for a
total of $which she was informed of before Masterminds of Appliances, LLC
dispatched a technician out to her place of residenceThe customer agreed to
pay*** informed us that they will contact us with a decision on
whether or not they will authorize us to repair or offer customer options, such
as buy-out or replacement of unitTwo weeks later, *** contacted us, informing
us that they will offer Mr*** a cash-out towards a new unit and to go
ahead and close out her claimThen, a month later, *** contacted us informing
us that Mrs*** declined the cash-out offer and that she preferred to
have her unit repaired*** *** ** *** did approve the estimate of repair
*** supplies parts and has them direct-shipped to the homeowner*** also
informed us that they would inform the customer about both items (non-covered
unit and the approval on her gas cooktop range)Also, parts can take up to
7-business days to arrive to customers’ homes if parts are not factory
back-orderedMrs*** was told by both us, and her warranty company
that once she received parts to contact us for scheduling so we can have the
technician go back out to repair her unit.On March 23, 2015, we were informed that the parts would be
shipped to the customer within 7-daysAbout months passed, and the
customer still had not contacted us to inform us whether she had or had not
received the partsOn April 16, we spoke with an account manager by the name
of Edgar to explain labor and costsEdgar approved the cost of repairOn June
5, Katherine (office Supervisor with Masterminds of Appliances,LLC)
contacted *** to find out why the customer had not yet received the parts which
we originally put in forWe were told that all parts had been ordered and
should have already been received by Mrs***Upon contacting Mrs
***, she informed us that she had in fact received some of the parts,
and asked that we verify with her that they are all correctShe failed to
mention a particular part numberThis particular part was missingWe informed
Mrs*** that she was missing a necessary part, and as such, we did not
place her on schedule for part installationShe became very upset, and
inquired why we could not provide her with a status on the parts that should
have been orderedWe suggested that she contact *** *** ** ***, as they would be able to provide her with
an ETA of the parts, since 3rd party warranty companies supply parts
themselves (we only put in for them)She offered to pay for the parts out of
pocket but we informed her that the best solution would be to contact her warranty
companyShe refused, stating that she would rather have another appliance
technician, which she personally knew, to repair her appliances insteadAt
this point, we agreed with the customer that she should proceed in accordance
with her best interestWe apologized for any inconvenience this may have
caused her, albeit any discrepancies should be resolved with *** *** ** ***The refund that the customer is requesting is a legitimate
charge and per her warranty company, *** *** ** ***, these charges are validThis covers for both
diagnostic and trip charge as per her contract with ***The customer informed
us that she would hire another company of her choice to repair both of her
unitsAt that point, we decided to contact her warranty company to let them know
that she declined repairs of her unitWe will no longer be providing service
for this customer
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint Their response is completed not true They have to be honest and accept what they did wrong I did confirmed and accepted the service date of sept There are ni other number to contact Miele the manufacture like they stated We bought the appliances with Pacific and Masterminds is the services for Miele I demand that they need to set an appointment in writing the time and the date of the service and it needs to be complete by next week
Regards,
Hello,
Once again, we apologize for any inconvenience this may have
caused the customer. We informed the customer of our next available date for
repair of the dishwasher. He did not confirm the appointment with our company
stating that he would contact the manufacture to find an earlier service
center.
We did not lie or be dishonest about the appointment for the
customer. He was given an appointment for our next available and in no way did
the customer state that he wanted to keep it. He instead informed us that he
will contact the manufacture to find an earlier appointment with Miele or
another authorized servicer. We contacted the manufacture to see if they could
reassign the appointment to another one of their authorized service center or
any of their own in factory technicians. If the customer needed to contact the
manufacture, all he would have to do is call their customer service line.
As we review this customer’s displeasure, we have come to
inform the Revdex.com that we will no longer service this customer. We do not feel comfortable
sending a technician out to this customer’s residence and have informed the
manufacture as well. Please note, the
customer did mention that we were the only authorized servicer for Miele which
is not true. Miele does have other authorized service providers as well as
Miele’s own technicians that provide service. We apologize for any inconvenience this may
have caused the customer and we do hope the customer have his unit taken care
of.
Hello,
I reviewed Mrs. [redacted]’s response and replying to this
response.
As we cannot stress enough, we apologize for any inconvenience
this situation has caused you. We want to just remind you that the Lynx Ice
Machine and the Viking Cooktop was both originally dispatched at the same time.
We can confirm that with the attached documents. The $75.00 was confirmed with
you for the Ice Machine when the appointment was set up to which you agreed to.
I am sorry if you feel that we have “scammed” you but any and all disputes for
service call fees must be resolved with the warranty company, [redacted] who holds your contract.
Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. The original appointment was only for the cooktop. The ice maker was added during the appointment. Considering you grossly misdiagnosed the problem with the appliance, I would think you would be willing to refund at least That portion of the money you took in error. I ended up fixing the ice maker myself by calling LYNX (who makes the ice maker)(not uline) and trouble shooting for 1 minute to fix the problem, which was a kink in the drain line. If I had taken you up on your offer to fix the machine I would have needlessly spent over $2k, since your tech misdiagnosed the problem completely. If you could have the wrong information of which VH type of ice maker it is and what it's problem was, don't you think you should refund the $ you charged to 'look' at it? What an obtuse owner to not refund such a small amount, that in my opinion
Was taken in error.You really stand by your decision to 'take' what you foolishly believe is owed to you. What a crock. Won't win you any loyalties in my group.Hope that $75 really pays the bills. It will be the last dime you extract from me or my people.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
Hello,
I reviewed Mrs. [redacted]’s response and replying to this
response.
Once again, I apologize for any inconvenience this situation
has caused you. At the time of initial diagnostic, we were informed by the
warranty company, [redacted], which we were to go out to the
place of residence and diagnose a Viking Cooktop and a U-Line Ice Machine. When the claims came to us, we were informed
that each unit had a $75.00 deductible, which I have attached as well for your
convenience. Each dispatch came in on Feb 9, 2015.
We contacted Mrs. [redacted] and informed her that the next
available to have a tech out to diagnose both units would be Tuesday, Feb 27,
2015. She informed us that it a long wait which we understood. We informed her
that she could contact the warranty company and see if they could find another
company that could come out a little earlier. She wanted to keep the
appointment and at that point, we informed her that the service fee per her
contract with [redacted] was $75.00 for each appliance diagnosed.
We also informed that the tech would call her 30 minutes
before arrival and would also receive a call to remind her of the appointment
the day before which we did. On the day of
the appointment, the tech did call her 30 minutes before arrival and did spend
an adequate amount of time diagnosing each unit to which he reported his
findings to the warranty company. I would like to comment that Mrs. [redacted]
was not personally home to receive the technician and arrived towards the end
of the technician’s visit.
We would like to remind Mrs. [redacted] that we do not have
control over decisions the warranty company makes regarding the appliances that
she has with them. We are just contracted with the warranty company to diagnose
the units and report to them with our findings. Ordering parts, continuing with
repair, or replacing units is not something we can control. From our
understanding, the warranty company told us after we had performed the
diagnostics that the ice machine is not covered due to reasons we were not
privy to. We were also informed that the
warranty company had offered a buyout option which the customer declined for
personal reasons and would like to go ahead with the repair instead.
The information is given by the technician which the
warranty company orders any parts that they cover through a vendor of their
choosing. We were told by the warranty company that they would order the parts
and ship it directly to the customer. We
were told by a representative that she had received all parts and needed to be
rescheduled. We understand that the customer may not know what the parts were
called and that is why we asked to confirm which part numbers that she had
received and the quantity of each she had received.
We came to the conclusion that she is still missing parts
and we informed her to contact the warranty company as we do not have access to
any personal information they may have ask of us regarding her contract. I do
apologize if the customer has had a negative experience with the repair of her
Ice Machine and Cooktop, but the $150.00 is non-negotiable and is a part of her
contractible expense to [redacted]. I have also included our
terms and conditions for our company which Mrs. [redacted] also has a copy of
as well.
The persons she spoke to were the actual owners of the
company and if she is needing a refund, she must contact the warranty company
because they hold her contract. However, as to the Ice Machine, we offered to
repair the unit and gave her an estimate. She had a sealed system issue which
we recommended replacement due to the repair being more than 60% of the total
cost of the unit. We are not in the business to “scam” our customers or take
advantage of them. We do not control the warranty company’s hand in getting the
parts to her in a timely fashion nor in guaranteeing the coverage of each
appliance that we diagnose. Once again, we do apologize for any inconvenience
that we may have caused her and recommend that she contact [redacted] for any further questions.
Thank you.
Hello,
We do apologize for any inconvenience you may have had. We
received your dispatch from the manufacture Miele for a dishwasher that needed
service on September 2, 2015. We contacted the customer and gave him a
scheduled date of September 24, 2015 to which he had declined stating...
that he will
contact the manufacture and see if they had an earlier appointment with another
company because the 24th was a long time to wait for the legs on the
unit. We understand that the customer needed the appointment sooner because his
dishwasher was being used regularly which is why we suggested the option to
contact the manufacture to see if another servicer could service him sooner. At
this point, the customer did not confirm his appointment that was given to him
on September 24th, 2015 in the afternoon.
When the customer called on the 24 of September, he stated
that he was calling to see what time he was scheduled for. We informed him that
because he did not confirm his appointment, no appointment was made for his
dishwasher. We at that moment informed the customer that if he still needed an
appointment, our next available to send a technician that services his area was
October 13th, 2015 in the afternoon to which he agreed. We also
informed the customer that if he chooses to not wait, we implore him to contact
the manufacture to find an earlier service center or he can see if Miele’s own
in home technicians are available for an earlier appointment.
Again we apologize for any inconvenience this may have
caused you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
I find that parts of the story they are relaying are inconsistent with what happened. For example, I asked if the ice maker was covered under warranty and was told that indeed it was. Then and only then did u request an assessment of the problem. The tech proceeded to diagnose the problem as needing a new pump that costs over 1000 dollars. After paying an addition $75 for him to tell me that and claim he would repair it under the warranty, I am called over a full month later and informed that the appliance is NOT covered under warranty. I am not pleased that the company took my money to give the appliance a less than five minute once over and then refuses to refund the amount that I paid upfront under false pretenses. How can that be an honest business practice? They were coming out for $75 and then left with $150 for a service that cannot be completed. I firmly stand by the belief that Masterminds of Appliances has scammed me out of both the $75 charges. If I want to wait the rest of my life for the correct parts to even be ORDERED-as only half have been to date, then I would say, fine, don't give me back the money you took from me. But this is negligent business practice. Whether it is relying on the customer to receive and count and account that the correct parts have arrived or the practice where the repair company then told Me to call [redacted] to report which parts were still missing and yet to be ordered. I am the middle man in this transaction?? Am I supposed to know the parts that I have based on the names of them, like Quentrese, the alleged owner assumed I would?Finally after repeating that I was not sure which parts I had and have no clue which ones they are based on the complicated engineering terms she kept repeating to describe them, she said the part number. Then she told me she didn't have the time to call [redacted] to let them know what to order. Excuse me? I have been dealing with getting a single burner on my cooktop repaired for almost 5 months. I am going to bring a lawsuit against [redacted] and this company for fraudulent business practices. I don't particularly care about the $150 I am out, but I am sure some customers, who JUST bought a house, would feel far more down and out about it. Lucky for me, my husband is a litigator and I am a highly educated stay-at-home mother with nothing but time. I will make SURE this company doesn't take advantage of any more customers in the future. This is only ONE example of the ways I feel the story was relayed was inconsistent with the truth.I hope the recordings of our recent phone calls are admissible in court because they speak volumes to the kind of unethical and downright dishonest values driving this company's business practices. Please cc my attorney on all future communications. [redacted]I also believe the person who called me, James Pierre, who also claimed to be the owner was impersonating the owner. There is no way someone who owns a small company would NOT refund the measly $150 after hearing what I have been put through at the hands of these people who I now believe to be scammers. I would love to see proof that Quentrese is a co-owner of the company. That lie came out too easily. Like a said, an owner of a small business would act so brashly or unethically and still be in business. This is my one and only complaint I have ever filed. I feel so strongly that I h e been injusticed. To top it off, [redacted] sent a message to my realtor saying their completed services had saved my $150 on the repair of my oven. This is a lie and a misrepresentation. Period.
[Provide details of why you are not satisfied with this resolution.) WHAT resolution?
Regards,
[redacted]