Reliable Appliance Inc.

Review: [redacted] of Reliable Appliance came to my home to repair a washing machine that was just over the one year mark. I was initially informed by [redacted], the person answering the phone at Reliable Appliance that the technician would arrive at the home to check the appliance and he would not repair or dismantle the machine in any way without telling me how much the repair would be before hand. [redacted], without my knowledge, cut the wires for the lock mechanism in order to open the washer. I did not know that the wires were cut, until 3 days later... He told me there were a few things wrong with the machine. I found that odd because I WAS THE ONE who lifted the lid to the machine slighlty...and accidentally the lid opened and the machine stopped working. I thought I broke the lock. He told me that the lock alone would be $188.00 and that the "agitator" or something to that affect was also not working. The repairs for the two ... if not more repairs, would be close to the cost of the new machine. I told [redacted] not to fix the machine and to just leave it alone and I would have PC Richard come to take a look. I paid him the 70 dollars for the house call. When PC Richard came 4 days later they had informed me that the wires were CUT and they could not be responsible for repairing the machine.. The original repairman..."[redacted]" would need to come back to fix it. If Reliable has been repairing appliances for 30 years, wouldn't they know that cutting the wires would bascially void anyone else form fixing the machine? When I called [redacted] on 12/*/2013 and asked him why he cut the wires, he said he had to in order to see if the lock was broken. He also stated that it didnt show that the lock was broken... Well if it wasnt broken, why would you be replacing it. Maybe the machine just needed to be re-calibrated electrically??? He told me that since I asked him to leave, he would not come back to fix it... I explained that NO ONE would touch the machine because HE CUT THE WIRES... without my knowledge.Desired Settlement: Refund. I would like [redacted] to come to my home and repair the machine... The wires need to be replaced, yet PC Richard took photos, so I doubt I could call them to return and fix machine. They said any repairman would know that if they cut the wires... it would be their responsiblity. I am also going to the laundromat and spending extra money that I do not have. I am not asking for the house call repair fee of 70 dollars back or the apporoximately 50 dollars I have spent so far at the laundromat.

Business

Response:

I arrived at the customer’s home and was told that her Kenmore washing machine was not working. She told me that she lifted the door in the middle of a wash cycle and at that point the machine suddenly stopped and started flashing an error code (on the control panel) that indicated a door latch problem. She also said the washer was about one to one and a half years old. The customer indicated that she had to leave in 30 minutes.

I told her I needed some time to fully diagnose the machine. I proceeded to put the washer into the correct self diagnostic mode which consists of a series of clicks and turns. I have been working on Kenmore washers for about 30 years, and also stay current on all new technology by attending seminars and classes. All indications from the control panel and self diagnostics showed that the door switch was good.

My next approach to further diagnose the machine was to re-set or re -calibrate the machine, which is a different test mode utilizing an OHMS meter. However, the washer still did not respond. At this point I called another technician to see if he had any other testing ideas.

Finally, I resolved to a very basic approach which I have used very successfully in the past, which is to cut the wires to the door switch and bypass the internal diagnostics (LED self -diagnostics can sometimes be faulty or inaccurate). It was at this time that the customer came downstairs and said she had to leave immediately. I told her my repair charge of $188.00 to replace the door switch with a new one (which comes with a new wire harness connection ) and that I needed more time to complete my diagnosis and give a full assessment of the working order of the entire machine, since there were indications that this washer had other problems as well.

She insisted that the only problem was the door switch and refused to pay me the $188.00 for the repair, She insisted there was no need for any further analysis and that there was no other problem with the washer. I was not allowed enough time to complete my job because this customer was in a rush to leave. She gave me my $70 service charge as I left. Our payment policy is always up front and very clear when a customer calls for a service call, which is $70.00 for the basic service charge or the cost of the repair.

This customer forced me to work under her time constraints which did not allow me enough time to complete my work. Reliable Appliance has always maintained an excellent service record in the South Shore communities that we service, and we are proud of our service record and reputation. We are always respectful and considerate while working in our customer’s homes.

We regret this unfortunate customer experience and will gladly refund the $70 service fee that we received.

Sincerely,

Reliable Appliance Repair

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

First and foremost I DO NOT have a Kenmore washer. It is a MAYTAG!!!!!!!! So that seems a bit strange to say the least! When I scheduled the appointment I told the secretary that I had a very important lass to attend in NYC. I would need to leave by 10:15 am. [redacted] was still in the basement at around 10:10 am and I informed him that I needed to catch a train. I was not "RUSHING" him. I did not REFUSE to pay him the 188.00 dollars, I just tried to ask him why he would disassemble the washer and cut wires to a machine, if he did not ask me first. [redacted] told me that they diagnose the issue and tell you the approximate price of the repair before actually doing anything to the machine. I was the one who accidentally lifted the machine door and the machine opened causing the machine to stop, There was nothing else wrong with the machine. He also stated that the machine was 1-1.5 years old. I also never said that. The machine was just a year a week prior.

I also resent that [redacted] stated that I FORCED him to work under time constraints. He was not considerate or respectful actually. While he was working on the machine there were exposed wires sticking out from the top of the machine....he said , " be careful, do not touch the wires and then proceeded to say, " or lick your fingers and touch the wires" Degrading and disgusting! [redacted] had a helper present, so he can be questioned about that comment. I am very upset that [redacted] is a blatant liar and now would like him to reimburse me for all of the washes that I needed to perform at the Laundromat. So I would like the $70.00 plus $50.00 for all of the time and inconvenience of going to the Laundromat. I do not appreciate someone who makes it appear that he is a professional, when clearly he took advantage and CUT WIRES to a machine when he did not have the right to do so, unless he asked me first. I would need to approve cutting the wires in order to diagnose the issue. If you go on line and [redacted] " how to reset the door latch" it clearly tells you how to do it... It says nothing about cutting the wires, That was clearly an "easy, lazy way out!

Yours respectfully,

Sincerely,

Business

Response:

A refund check for $70.00 has been mailed to [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I did not receive a check for $70.00 nor do I accept this response due to the fact that [redacted] from Reliable cut the wires without my knowledge...again he took it upon himself to ASSUME that without telling me beforehand that he was actually servicing the machine. Not the TYPICAL PROTOCOL.... I had to purchase a Brand New washing machine for $ 489.00. This is ridiculous due to the fact that the washing machine was less than a month past the year anniversary date. With all due respect [redacted] is lucky in my opinion, that I do not request that he pay for the new washing machine due to his negligent service call. The fact that his last response stated that he was servicing an entirely different brand than the one I actually had should tell you a lot!!!

I have been inconvenienced for over a month... I have paid out if pocket to wash my clothes at a laundromat......

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,