Reliable Appliance Service Inc

Review: Contacted company to repair ice maker. Estimate for service call was to be 50$+/- pennies. If repairs were to be performed, service charge would be put toward labor. I agreed. Company sent repair individual who did not really want to come out; his displeasure was obvious. He determined that we had a pin hole in our water line. He said that could fix but that cost to get to the line and repair would be $120. We agreed. He then told us that the problem may also be the water valve. I asked if he could test same and he was unsure. He repaired the pin hole leak and put all back together. I asked him to check to confirm all was working properly. He could not for he did not know how! I later called LG, the frig manufacturer, and learned how to test -- my inquiry took 5 minutes. Test took about 1 minute. Problem was determined to still exist. I contacted repair person who said they would obtain a price to replace the valve. After several days we heard nothing. I tried to contact the repair guy. After several attempts, I finally reached him only to find that he had not been able to obtain an estimate for he did not know the frig model number....oddly enough, same was on the receipt he gave me many days before--I had the copy; he had the original. He FINALLY was able to give me a price to replace the valve: $93.00. I thought same was a bit high since I could purchase the same valve from a supplier for about $35. I simply figured labor and part charges. I was then told that the $93.00 was for the part and there was no additional charge for labor. I agreed regrettably and waited. Several days later after not hearing from the repair person, I was able to reach him and was told that the new price was $156.00 installed. Reason for change given was the price was a mistake by the supplier. After doing additional research with Sears, LG and the internet, I found out that LG has a universal replacement part for the ice maker water valve for a majority of their refrigerators. This should be a 'no brainer' for repair people. I called the company 2x but no response. I read on their receipt that all complaints should be addressed to the corporate office. I sent a formal complaint. I was contacted by a company representative, I believe a Mr. [redacted], and he said he would look into the situation. Several days later I was told they could complete the work for $148.00. After I had already, regrettably agreed to $93.00 several weeks ago, I found this unacceptable.Desired Settlement: Desired outcome is either a refund of the $120.00 service charge due to bad faith and misrepresentation of expertise (also wasting of my time) OR the installation of the correct valve at the agreed price of $88.00 and installation at a time acceptable to me--instillation by a qualified repair agent of the company; not the previous tech. The $88.00 is based on the $93.00 originally agreed less $5.00 off per their receipt--receipt states $5.00 off if 'if reliable sticker is not present when you pay' --never saw a 'Reliable Sticker'

Business

Response:

Thank you for your feedback. As per our telephone conversation, our position remains as is. We can complete the repairs for $1480.00 and make arrangements for another technician to complete the job.

Consumer

Response:

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. For your reference, details of the offer I reviewed appear below.

Original quote $49.95 then $120.00--paid the $120.00, then additional charges of the new part were $93.00 then $156.00 then $148.00 then $1,480.00. When presented the $49.95 I agreed. When told the new charge was $120.00 I agreed. When told the new part INSTALLED was $93.00 I agreed. Then it went higher. If they erred in their estimate, that is not my problem. They said I would not have to pay for labor again but what is happening is they are purchasing the part and charging labor for AGAIN. The part is less than $60.00 so they are simply re-charging when they said the would not. I would like to know how many other complaints have been made based on 'bait and switch' actions. Maybe if you are unable to resolve, a class action may be in order. The business seems to have a horrid reputation with Revdex.com.

Additionally, if they sent a worker out who knew what he was doing, was familiar with the product and was not in a rush, we probably would not be in this position.

At this point I either want the part replaced for $93.00 complete or want the $120.00 paid returned.

Regards,

Business

Response:

The $49.95 is a service call fee in the event of no repairs being performed.

Review: Contacted the business with water leak from fridge. Technician called to say he was on the way and showed up 45 min late. While inspecting the fridge he told me no repair is possible and when I asked to fix leak issue temporarily, so the fridge doesn't damage the floor by disconnecting fridge from water supply, he told me to call the plumber. When I asked to speak with his supervisor he refused citing he worked for himself, and if I wanted to speak with anyone, I should call 800 number, that would ring with nobody answering. After several attempts to contact the 800 number, I asked for supervisor call back - service supervisor called back, left a voicemail with no return phone number and said I need to write to corporate office. He did not provide the address to write into. Both customer service and service manager all refused to speak with me, insisting I needed to write to the president of the company. I already spent 2 hrs of my time waiting around for the technician who did not solve the issue. Now they want me to spend additional personal time to escalate unacceptable behavior by their service technicians who are not helpful and rude. They need to know that rude technicians are out there servicing their customers. The way with which technician handled himself at the site was below unacceptable behavior.

Business

Response:

The issue with your refrigerator is out of the scope of work we perform. Therefore, the technician recommended contacting a plumber. Thank you for your feedback regarding your experience with our company.

Consumer

Response:

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. For your reference, details of the offer I reviewed appear below.

I have a report here from a certified BOSCH repair technician who recommended repairs and assured me that plumbing services are not necessary, nor is it necessary to move refrigerator out of its current location to perform needed repairs, which your technician recommended. It further proves that your technicians are incompetent and rude. Buyers be aware!

Business

Response:

Differences in professional opinion are common in our industry.

Review: We contacted this company to make repairs to our A/C unit. This was an emergency call and the service man came to the home and diagnosed the problem as a unservisable motor unit in the compressor. He said that he would order the parts and contact us ASAP. the following week, we contacted the company three times to get updated information regarding the repairs. After three call and no one called us back, I contacted the company and spoke to [redacted]. He was the highest managerial person in the office. After speaking to him and explaining the situation, he said that he was unable to answer my simple question. If the part came in today will the service person make repairs today. He could not answer my question. If [redacted] is the senior manager at this company and could not answer my question, who is able to answer the question. This has been the worst customer4 service I have had to deal with. I also told [redacted] that the service man had left without securing all the equipment on the outside compressor. I discovered that he had not reinstalled the service panels nor the circuit breaker to the compressor. I am sorry that I choose this company. The customer servive is terribleDesired Settlement: DesiredSettlementID: No settlement requested - for

I would like the $100.00 dollar deposit made for the order returned to me.

Business

Response:

Our company strives to provide the highest level of customer satisfaction, and we truly appreciate your feedback. As per your conversation with our area supervisor, [redacted], your $100.00 deposit check has been voided. The motor in question is for a high efficiency unit. Unfortunately, motors for high efficiency units are not readily available. In addition the motor needs to be calibrated by the manufacturer to operate properly with your particular unit, and attempting to repair a air conditioner that is over 12 years old creates a challenge with expediting this procedure. Please understand we can not be held responsible for circumstances that are beyond our control.

Consumer

Response:

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. For your reference, details of the offer I reviewed appear below.

We contacted Sears and they were able to get the part in question the following day. There were no excuses. Just service. The business in question forgets the basic principle, the customer is always right. I am tired of business making excuses for poor customer service. As one who grew up working at my father's hardware store was a happy customer is a returning customer. This a pet peeve.

Regards,

Business

Response:

Perhaps the part in question was readily available from other outlets, but we have provided you with information received from our supplier.

Review: I initially called to fix a leakage that I had in my Air Coditioning Unit. A technition was sent to my house and without any inspection advised me I needed to have a condensate pump installed and that would fix my issue. I asked "don't you need to have inspect to determine the issue" he answered "no inspection is needed that is your problem". I ended up paying 324.90 and after it was installed issue was still persistent. I called again to advise the issue is still not resolved and this now has caused damaged into my cieling. Technition made another visit and advise me now I have another issue and need my unit replaced and provided and estimate of 2300.00 to resolve my issue. This made me very upset. I called in the concern and spoke to management at reliable customer service and was told I cannot be issued out a refund as this is now a new issue. It is very unprofessional of them to not fully inspect my issue and make me pay as if they are two seperate issues. I had a second opinion 8/25/13 from another air conditioning company and they advised me a condesate pump was not nessecary in my house and my air conditioning unit is in my attic and at a natural slope. Technition advise me another concern is they used plastic and thus plastic bends in a hot environment like my attick causing kinks and thus overflowing my drain pan and causing damage in my ceiling.Desired Settlement: I would like to be refunded either back into my debit card I paid from or cash or cashiers check. I paid 324.90 for a pump I do not need and 200.00 to fix my ceiling in addition paid 85.00 for the secondary technition to fix the kinks caused by the poor installation by Reliable Services Company.

Business

Response:

As per our telephone conversation on 8/22/13, the initial issue was faulty condensate pump. Whomever arrived to your property for a second opinion, has provided you with accurate information because we have replaced the pump, and now it operates properly. Our position and diagnosis remain the same, and you already have been advised of the procedure for a refund request.

Consumer

Response:

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. For your reference, details of the offer I reviewed appear below.

Review: I called them to repair the Ice maker on my freezer. The parts were installed. After he left the lights went out in both freezer and fridg. He came back and took the bulbs and was to return the next day with new ones. He never returned and didn't call. It has been 5 days and the Ice maker still doesn't work. He was to return yesterday and never showed up and no call. Today I called to talk to a supervisor. I was told there wasn't one in and they told me the supervisor will get back to me within 24 hours. I also requested another technician but she said she is not authorized to do it. Then I checked my credit card and instead of charging $1060.79 they charged my card $1679.00 ($618.21 over).Desired Settlement: Repair what they charged me for that still does not work and refund what they overcharged on my credit card. The courtesy to do what they say they are going to do

Business

Response:

Thank you for bringing this matter to our attention. Apologies for the inconvenience caused by our administrative error. We have set things in motion to repair the ice-maker. Your patience is greatly appreciated.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

The only positive things I can say about this company is that they showed up promptly to take advantage of my wife and the technician was friendly and competent. They advertise online that they have low prices, but beware. I reviewed the bill after the work was done and they charged $150 for a half hour of labor to fix our dryer. Seems steep, but I can deal with that since they made a service call. The bigger problem is that they charged $140 for 2 parts that MSRP for $50 on the Maytag website. I could have bought them online for $30. That's a criminal markup and is clearly intended to take advantage of trusting and uninformed consumers. I contacted the office to allow them to address this usurious overcharge. When I received a return call from the manager his only response was that my wife received a quote from the technician and could have refused the work and paid the $49 service call (the highest of any company in our area I've come to find out). He acknowledged the MSRP and said that they can charge whatever price they want. He was unconcerned that I would write a bad review online.

CLEARLY, THIS COMPANY'S BUSINESS MODEL IS TO TAKE ADVANTAGE OF DESPERATE AND UNINFORMED CONSUMERS. STAY AWAY AND SEND A MESSAGE WITH YOUR POCKETBOOK.

Review: Over a year ago I called this company to repair my broken Air Conditioning unit. The old unit would just blow air but would never shut off. Reliable Service Company came out and assured me that the problem was the actual unit itself and nothing more, that the problem would be resolved by simply replacing the air conditioning unit. Okay, I trusted them, they hauled away my old unit which was much bigger and replaced it with a 1.5 ton unit which they lied and told me was the same as my old unit. The unit NEVER worked from day one. I called the company back out to explain the issue, they came out again and said that the problem was not the unit, the problem was the coil wires and it would be an additional $1,500 on top of the $2,000 plus dollars I had just spent on a new unit. By this time I felt swindled and went with my gutt instinct after they tried to get me to cough up an additional $4K to replace the furnace which they claimed was defective. I called the company on numerous occasions to complain and give them the opportunity to make things right because I knew that they had not ever fixed the actual problem. I had two other AC guys come out and tell me that the problem was with the unit that Reliable replaced my old unit with...1.5 ton unit is not enough to cool down my townhome. Both professionals from another company told me that I was scammed and would need to replace the entire AC unit in order to resolve the problem. My new air conditioning unit has never ever worked from day one. It is impossible to get anyone from Reliable to pick up the phone or to return phone calls. We have been living with a broken AC for years now thanks to Reliable.Desired Settlement: I either want a full refund for the unit or a full repair. The unit has never worked and is useless. I want an honest technician to come out and fix the problem so that my air conditioner will finally work. If this cannot be done then I need a full refund for the unit as I will need to purchase one from an honest air conditioning place.

Business

Response:

The unit was installed almost 3 years ago. During our telephone conversation, you were asked to provide supporting documentation regarding your preposterous claim of our company installing an undersized unit (since you had TWO other companies out). However, you were not able to provide any legitimate documents. Although you no longer have any warranty for the work we have performed, we have made arrangements to send out an area supervisor on 1/24/15 to your residence to meet with the representative whom made the assessment of the unit being undersized. You are ineligible for any refund.

Review: I called Reliable Service Co. and asked if they serviced [redacted] electric stoves, they said yes. [redacted], a service technician came to my home on 11/18/13, I told him what the problem was and he pushed a couple of buttons on the stove top and said that it is most likely a part that is very expensive that needs to be changed. I asked [redacted] if he ever worked on [redacted] stoves before he said NO. I asked him if he was going to open up the back and he said no, and stated "it is just a bunch of wires" and that he would get back to me after he called the company to get their service manual and to find out what the error message on the stove meant. He took my $49.95 and never called back. I called the company on 11/19/13 and was told they would page [redacted] to call me back. He did not call me, so I again called the company on 11/20/13 and asked to speak to the owner, the person on the phone very rudely told me that it is a corporation and that there is no owner, she said she will have the area supervisior call me, which they never did. Reliable Service Company deceived me in stating that they worked on [redacted] stoves, tried to get me to change a part that they said is very expensive, even though they did not know what the problem was and took my money for a service call which they provided no service. On their Yellow Pages add, they say they are registered with the Department of Consumer Affairs, Bureau of Electronic Appliance Repairs and the Revdex.com. In reading this I thought I would receive honest, reliable service, but in reading the similar complaints with the Revdex.com, something needs to be done to stop this company from ripping people off.Desired Settlement: $49.95 returned to me, and action taken against a company who profits from ripping people off.

Business

Response:

Thank you for your feedback. We will investigate the occurrence of events described in your complaint and get back to you with a resolution.

Review: I contacted the company and I was told there would be no service charge if a repair was made. The service tech came out and evaluated the situation and stated he had to run to the warehouse to get the part and would be back in 2 hours (Our refrigerator was out) He went ahead and charged us for the parts and labor AND THE SERVICE FEE OF $149.95. I stated to him what I was told before he came and his response was "I hate it when they do that" and just sat there starring out the window. So I began asking him then what my totla would be and he continued to state it included the service fee. I went ahead and paid it because my refirgerator was out and my food was beginning to get warm. He never came back so after 3 hours I contacted the office again and they were going to find out where he was. While I was on the phone to the office he happens to call and tells me he wouldn't make it until in the morning between 10am and 1pm. He arrived at 10am the next morning and when he installed the part it immediatley blew out. He said "I didn't see that coming, it is your compressor" He gave me my other check and asked me to write a check for the service fee. I just looked at him because he didn't offer ANYTHING ELSE. I asked him if they could fix the compressor and he said yes but it would take about a week to get in. I asked him if he knew about how much and he thought about $600.00. I asked him if I could speak with my husband and call him later that day. He said yes. I called him several time that day and several the next day without ANY RESPONSE! I finally contacted the main office again and spoke with a manager and he stated that the technician stated he had given me an estimate and I told him he had not. The only thing the manager stated was "that's weird". I gave him the entire story and absolutley nothing was offered for our trouble their lack of professionalism and common courtesty to keep in touch with us and return our calls.Desired Settlement: Because of all the trouble we experienced with the technician and the fact they wouldn't get back with us and we lost our food, I would like the service fee back. Or if nothing else, a bad mark against the company as to how they do not take care of their customers as they state.

Business

Response:

Our company strives to provide the highest level of customer satisfaction and we truly appreciate your feedback regarding the experience you've received. Our records indicate an estimate for compressor replacement has been provided on 9/11/13, along with delivery timeframe of 3-5 business days. In addition, you were advised of the original service call fee ($149.95) will applied to the total estimate. Unfortunately you are illegible for a refund of the service call fee due to agreed upon terms and conditions at the time the original appointment was scheduled.

Consumer

Response:

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. For your reference, details of the offer I reviewed appear below.

I understand what you are stating. However, your technician charged us that fee even when there was NO repair, which he wasn't suppose to do. Further, he didn't get back with us as he promised within the two hours to repair our fridge before $200 worth of food spoiled, like he said he would. Are you going to cover that cost to me for the lack of service from your tech? Then when I called him 3 times he didn't return my call until 9:30 that evening. Then when he came in the next day the part blew immedialty and all he could state was "I didn't see that coming, it's the compressor." This means your tech DIDN'T know what he was doing. I couldn't make a decision until the tech gave me an exact quote. I called him for four days trying to obtain that quote which he NEVER reutrned my call. When I fianlly spoke with the manager, that manager stated I was supposedly given a quote, which I did not receive UNTIL I spoke with this manager.

It is just about customer service. You didn't offer your services, your offered a bigger problem for me, then charged me for it. Your customer service is NOT customer sercvie. I have never been treating with the type of unprofessionalism that I was treated with by your company. It's just about the principal.

Regards,

Business

Response:

We apologize for delay in providing you with exact quote. A part blowing out upon installation does not imply lack on knowledge on our technician's behalf, as it can occur for various reasons. Nevertheless, your feedback is greatly appreciated.

Review: I called this company on a sunday due to the advertising said they send out service specialist every day. The service man called and asked what was happening and I explained. He said he didnt have the part and would need to wait till the next day (monday) to come with it. I understood. He told me he would be here at or before 10 am, he did not show up till about 1130. Which isnt a big deal but just showing the fact he was late, but he did call a little after 10 to tell me that. When he came I showed him the parts that came off the freezer door panel and he fixed what was wrong with the broken piece on the outside. The inside was frozen and he said he wouldnt fix that I had to and once I unfroze it the ice machine dispenser should work (even though I told him the motor isnt turning to make the ice come out the dispenser). So I unthawed it all and it didnt work, as I told him I didnt think it would. I noticed a part that I had given him (a spring) was missing that needed to go on the actual ice holder once it was untahwed, I called him right away and told him its missing and he told me he took it with him and would swing by and drop it off. The ice holder in the door would not latch back on, I called him that day a few hrs later and told him. He said he thinks its cuz I dont have the spring he has that the container wont go back in. there was no spring that was dropped off that night. I called the next day tuesday and he said he was out late and will drop it by tonight. again no spring was dropped off. I called the manager for the company and they said he was out on a emergency call and took my name and number and he would call the next day by 11 am. no phone call. I called later that day to talk to him and they again said he is on a phone call and would call me back. Here I have paid with cash 256.00 for them to fix my freezer ice dispenser and I cant use it. I called him the service tech again on wed night and we said he would overnight the spring to me and I should get it by 11 am on thurs. NO spring was delivered. I called the tech on thurs and told him and he said he would send it today. I did get it on fri by 11. So I installed the spring and it didnt fix the issue as I said it was not going to. Its the motor thats not turning. He said he would stop by to check out whats wrong, he did finally come back and was here about 30 mins fixed the issue and left. I feel as though for the reason I used them at all was they make a sunday appts. I could have gone with cheaper places but they already had the call in progress and he said it would be finxed by the next day. If I wouldnt have kept calling and bothering people my issue would have been forgotten about and they wouldnt have cared. Like I said I called the office staff and no complaint was ever made becasue they wouldnt let me talk with the manager. I emailed the company telling them I was dissatisfied and the serviceman who came to my house is the area supervisor and emailed back asking for the invoice number and my info and he would try and handle the issue on 6/6/13. I have emailed back now twice my info with no response at all. Granted the company did fix my issue it took MULTIPLE calls and bothering people for it to happen and I feel the amt of money that I paid was wa to much for me to have to do all the following up, had I not dont that I probably wouldnt still have a functioning ice machine and they would have 256.00 from me.Desired Settlement: Some type of refund-I had a service performed and dont mind paying but I figure for the amount of harassing that I had to do to get them to come back in order for my freezer to be fixed I should not have to pay the 256.00 I paid/was charged. I would like a partial refund. I would like to just pay for the part as cost (only the cost of the part the company has to purchase it for) and refund the labor part asnd the rest of the cost of the part that was marked up to the consumer as it was me pushing for them to come and fix it not the comany making sure I was happy with the service. And the very poor customer service at that! NO call ack fro mthe manager and no response from the email I sent the area manager after he said he would help fix the situation.

Business

Response:

Thank you for your feedback regarding the experience you've received with our company. The repairs have been successfully completed for the agreed upon price. Unfortunately, we are unable to negotiate our pricing as it was proposed via formal contract.

Review: Did not follow through with agreement after taking payment.Left my home a mess for a week. Would not return any phone calls.Aug 2 nd my washer flooded my kitchen floor.I called the company and they sent out a repairman that afternoon. He gave me a quote for a drainage unit of $310.00 to be repaired on Aug 3rd. He then took cash money for the repair and informed me he would be back in the morning.He left my washing machine in the middle of floor torn apart.On Aug 3 rd he did not call or show I waited the entire day with no word from the company.I the called them that evening and was informed that the unit was not in stock I was then told the repair would be done on the 5th. I again waited the entire day with no call, my washing machine still in the middle of the floor torn apart. On Aug 6th I I called the first thing in the morning very upset. I was informed there was confusion of and on the repair. I was told the repair would be done on Aug 7th. I did demanded a refund. 15 minutes later the repairman was at my door with the hose, he the fixed the machine and ask for the original invoice back, he then destroyed it and made out a new one saying I owed him money. I relunctantly gave it to him and question why, he became very aggravated and told me some story ab out how someone pocketed the money and that I need not to call him again. I am 90 years old and in all my years. I have never been treated this badly.

they did send a man from the company who doctored my invoice to show the 100.00 cash I gave up front.. My daughter is filing this for me.[redacted]Desired Settlement: I would like my 100.00 back as they tried to scam me for 310.00 for a small hose.

Consumer

Response:

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. For your reference, details of the offer I reviewed appear below.

I find that there are discrepancies in the accuracy of the charges. Yes you did send a region manger out after I cancelled. I was ask by: him what do you expect. I demanded my 100.00 back because your company did not do anything except put me off for a week. Your X repairman "[redacted]" made the repair with his part charged me another 50.00. I expect my 100.00 I paid as a depoist refunded.

Review: On July 22, 2013, I arranged for this company to service a water-leaking, underperforming evaporative cooling unit at my mother-in-law's house. Before making an in-person visit, one of the two employees who ultimately appeared ([redacted]) called to ask a number of specific questions about the nature of the problems and to precisely identify the cooler type, shape, age and dimensions.

Later on the 22nd [redacted] arrived with an unidentified helper/apprentice and without the necessary materials to perform repairs or the time to perform the service during the same visit. (Part stores sit two miles away from the subject property.) A quotation of $435 was made and agreed to based on [redacted] quoting a two-person crew spending three hours to clean and service the unit as detailed on the invoice. It was further agreed to that this two-person crew would re-appear at 7:30 a.m. on July 24, 2013.

At 7:30 a.m. on the 24th, I received a call from [redacted] stating he had scheduled the appointment "too early" even though he specifically requested an early start time, wouldn't make the pre-arranged appointment time and would be one-half hour late. When Reliable's employees did arrive, they spent only one hour and twenty minutes servicing the unit rather than the stated three hours. The unit began externally leaking water from one section of the upper distribution trough almost immediately after the technicians left the house. Additionally, even though the base reservoir was drained, it was not flushed or cleaned out, leaving a residue of oily, dirty water for processed cool air to be generated from and pumped into the house interior by the blower unit discovered only after Reliable's employees had left.

When the time came to complete payment, I raised the considerable difference in quoted work time vs. actual work time with [redacted]. He responded that his time estimate, asked for by me in advance was for one person, even though two people had appeared on two separate occasions: first for the estimate and then for the actual work. No time had been allowed to perform the work during the initial visit, which had been thoroughly scoped out in advance over the telephone and should have been performed in the same visit. In other words, it is inappropriate to pay for two travel times when Reliable's crews were ill-prepared to perform known work during the first visit.

I called the dispatch center (800-767-4040) after the workers left, speaking with a woman named [redacted] expressing the problems cited above. She promised a call back from the area manager, [redacted]. Eight days later there was no return phone call. I then faxed a letter on July 30, 2013 to the CEO, [redacted], in El Cajon, CA outlining the ongoing problems with his company's repairs. As of today there has been no response.Desired Settlement: Given the inadequate, incomplete and defective repair job performed and the unwillingness of the company to respond to any of the problems brought to their attention after the repair work supposedly 'fixed' the unit, I request a refund of $400 ($435-$35 of materials). Because the unit continued to operate in a defective condition after Reliable's alleged repairs, my brother-in-law called in [redacted]'s and they have determined the bearings are shot on the unit and it needs to be completely replaced. The $435 spent was a complete waste of money and should never have been recommended as a remedy to the evaporative cooler's terminal problems. I request a refund of all labor costs ($400) for the defective and incomplete repair work charged and will absorb the $35 of material costs.

Business

Response:

Our records indicate a response letter has been mailed to [redacted], Carson City, NV on August 7, 2013.

The letter we sent you stated: "Our company strives to provide the highest level of customer satisfaction and we truly appreciate your feed back. The purpose of the estimate is to inform you of the costs associated with necessary repairs. Invoice numbered [redacted] does not reflect the amount of time, or personnel, required to perform the job because our company does not charge by the hour, nor do we calculate our charges based on amount of man needed to complete the repairs. We appreciate your speculation regarding the cost that our company should charge you. Unfortunately, our prices are not subject to negotiation. Upon further review, the pricing you've received was accurate and appropriate. Therefore, we are unable to reimburse $134.00 that you feel you've overpaid."

On Monday, November 30 a technician from Reliable Appliance Service(RAS) came to my home to diagnose my DCS oven and range. As it turned out the re-igniter was bad and needed to be replaced. The technican did not have the right one with him and told me to order one since I would be able to obtain it quicker. So, in the presence of the technician, I ordered one from Fisher-Paykel. He then told me to call RAS when the part arrived and he would install it. The part was delivered to my home on Monday, December 7. So I called RAS on Tuesday, December 8 and informed them that the part was in and to please have the same technician return to install the part. I was told that the technician would call me to arrange a time to come out. However, no one called. So I called back Wednesday, Thursday and Friday and was told that the area supervisor, Mike, would call me. No one called me to date. This is unacceptable service and poor customer follow up. No one had the decency to call me. I sat by the phone Tuesday, Wednesday, Thursday and Friday waiting for a call from RAS but was never contacted. I don't understand why I'm being treated this way.

Review: I purchased a used Thermador range. The oven door was removed for transporting it to the house. My construction people re-installed the door but it was not flush and did not seem to close all the way. Later the door fell off and I hired Reliable Appliance Company, Inc (Reliable) to install it properly on 5/29/12. When Reliable re-installed the door it was at an angle and not flush with the front of the oven as it had been before. It did not appear to close all the way at the top. I was informed that it was properly installed that way. After a few months of an oven door that didn't seem to close all the way or heat very well, I again called and paid for Reliable to install the door properly on 9/5/12. He took it off and re-installed it the same way with the oven door not flush with the oven and a gap at the top. Again, I was informed that it was properly installed. I believed Reliable and concluded that I had unwittingly purchased a defective used oven that could not be fixed. With the door not closing all the way, we jury-rigged it with a crutch to stay closed but it never worked very well. Recently I decided to replace the "defective" range. I called Thermador first. They sent out a technician on 1/20/15 who fixed it perfectly in about 30 seconds. The door is flush and tight, with no gaps, and heats perfectly. Because I believed that I had paid for a professional to fix my oven twice and it couldn't be fixed, I believed the oven was faulty and so endured a non-working oven for two years until I could afford to replace it. I was not aware that Reliable had not fixed it properly until 1/20/15.Desired Settlement: It is bad enough that incompetent servicing kept us from enjoying our oven for over two years but it adds insult to injury that we paid for this disservice. I would like to refunded the money we paid for services that not only failed to properly install the oven door but because Reliable represented that it could not be fixed better than it was lead us to not having a functional oven until we thought we could buy a new one and made the last ditch effort at a fix. The receipt for 9/5/12 is $110. I believe that I got a 15%discount because of my return business and that the 5/25/12 receipt that I can't find would be for $130.

Business

Response:

As we have advised you in our response letter to your inquiry, we have not heard from you since 9/5/12. We further advised you that an exception could have been made, if you were to contact us several months after the warranty expiration date. However, you've contacted us several years later. Our position remains as per our response dated 1/2/2015.

Consumer

Response:

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. For your reference, details of the offer I reviewed appear below.

Review: Reliable was contacted on 11/17/2014, through their dispatch at 1-800-767-4040, to come and fix a freezer for our non-profit food pantry known as Gateway Food Pantry, located at [redacted], (The Gate Church of the High Desert). Operator told me someone would be out between 12 noon and 2 pm. Nobody showed up until 3:30 pm. This was the start to literally weeks of trying to get these people to respond and complete the work they were paid to do. I have spent literally over 20 hours waiting for them to show up. Reliable service person, [redacted] assured me that the freezer would be fixed that week. His attempt to fix it took almost two weeks and it still was not freezing. I called his supervisor, [redacted], several times with no favorable response to my calls. I then called [redacted]'s supervisor, [redacted], again with no favorable response or completion of the work that had already been paid for. The work of this company is supposedly guaranteed for at least 30 days, but I called and called and I was promised that someone would come out at certain hours. I waited and nobody ever showed up and nobody ever called to say why. This went on for several more weeks. Reliable was paid $575 for work that was either done incorrectly or shoddily. As a non-profit, we do not have funds available so the church where the pantry is located paid the $575 for me. I finally had to call another company, [redacted], [redacted], who came out immediately and fixed the freezer immediately and successfully. In this entire process I have tried to contact even the CEO of the company, Mr. [redacted], whom I was never allowed to speak with.Desired Settlement: I believe Reliable Appliance Service, Inc. must fully refund $575 for services that were never completed correctly or satisfactorily. They do not stand by their guarantee and have unreliable people working for them.

Business

Response:

Upon initial arrival the appliance was not cooling at all. After we've replaced the timer, the appliance began to cool. However, several weeks later we were contact for a recall appointment. During the second visit, the appliance was cooling but not defrosting. This was a separate issue and additional repairs were declined by the consumer. Please follow the instructions listed on the back of the invoice should you have the desire to request for a refund.

Consumer

Response:

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. For your reference, details of the offer I reviewed appear below.

Regards,

These are lies and false information.

Business

Response:

There are no lies or false information

Review: On 10/15/13 a Service Tech came to our house to repair a faulty ice maker. He examined the ice maker and requested $49.95 in payment. This payment was to be applied to the repair costs. When I tried to reschedule a time for repair, the technician said he would not work on the unit as they did not install it. (Of course they did not install it, as it was in the unit originally from Maytag.) So basically a service tech came to the house, took $49.95 and did nothing in return.Desired Settlement: I would like this company to refund the money for services NOT rendered.

Consumer

Response:

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. For your reference, details of the offer I reviewed appear below.

Isn't it their responsibility to remove the improperly installed icemaker and install a new one? Isn't that what "repair" is about? All we asked was for a repair or new icemaker, none of which we received. Thank you very much for your attention in this matter.

Regards,

---------- Forwarded message ----------

From: PJ [redacted] <[email protected]>

Date: Fri, Oct 25, 2013 at 9:42 AM

Subject: Re: You have a new message from the Revdex.com

To: [email protected]

Review: this company showed up and I explained that my washer would show error code fe which is to much water , right away he said it was a bad control board, I told him that I checked on line & I was led to believe that it could be the pressure switch he turned on the washer and in 3 min he turned it off and wrote me a bill for 49 dol. and said he had to order a switch and he will call when it comes in. he never touched a tool or meter I ask if he could test the switch he said no. I am a elevator repair man & this guy had not a clue what he was doing he only came up with pressure switch because I told him it could be the switch. how can it be that you cant test a switch , does it have power if yes is it picked or not , not that hard. this co. sent me a tech. that did not know what to do, he was at my house for total of 15 min. and did nothing at all I felt robbedDesired Settlement: refund my money for not performing any work or troubleshooting my problem

Business

Response:

Thank you for your feedback. Please follow the instructions listed on the back of your invoice should you have the need to request for a refund.

Review: I needed my washer fixed, but the person (Jacob) who came to fix my washer did not even open up my washer to make sure that everything was in working condition. He just diagnosed the problem by starring at the washer, undraining the front hose, which I told him I do constantly. He got on the cell phone talking in a different language for a long time, and the told me he could fix the problem for $140.00. I said sure, fix the problem. He tried for a while, got on the phone again, then quoted me another price of over $300.00.. He changed his mind.. I dont think I owe Him $50.00 for estimate because he couldnt fix the problem at the estimated price he had given me! It is stated on the website. Not to mention, what he told me was the problem, wasnt the case. That very same day I called my ex-husband to check the machine out, opened it up completely, and fixed it without buying anything, at no Cost!!!Desired Settlement: I just want my $50.00 dollars back for a job not provided because the mechanic was not competent at what he is suppose to provide a service for.

Business

Response:

We understand the uncertainty created by a change in the estimate amount. Please follow the instructions listed on the back of your invoice to make a request for a refund as the Revdex.com can not facilitate you in this request.

Review: I contacted the company to schedule an appointment to repair my oven. During that initial phone call I informed them that the control panel on the oven was displaying the error code F7, which I looked up in the owner's manual and it said the control panel needed to be replaced. The appointment was scheduled for that morning, Thursday, July 18th between 8am-11am. At 11am, the repairman didn't show up or call to say he was running late. When I called the company, I was given no explanation but was told I would be contacted directly form the repairman when he was on route. Not even acknowledging that my scheduled time frame was expired. At 11:45 I was contacted by [redacted] the technician stating he was running late and would be at my home in 30 minutes. When he finally arrived, he took a brief look at the oven and asked where my electrical control panel was located, he proceeded to flip the switch to reset the oven. He then told me my oven was fixed and charged me the $50 for the service call. I explained to [redacted] that I was very uncomfortable with that and according to the manual the F7 code was a warning that the panel itself was bad., therefore, $50 to flip the breaker switch wasn't going to fix the problem. I asked him how long the warranty was for and had him put in writing the month he stated. In addition, he gave me a written estimate of $225 for the part and an additional $120 for labor. Needless to say, that evening the error code came back. I was out of town on vacation for the weekend, so I called the company first thing Monday Morning and explained the entire situation to the receptionist. I was told the technician would check on the part and call me back probably around 10:30-11am after the parts distributors are opened. By 12:30 I didn't receive a call and called the company, was told [redacted] was on the phone regarding my part and would call me shortly. 2 hours later, no call..... Once again I had to call the company and the receptionist tried to get me off the phone by saying [redacted] would call me right back, I asked to talk with a manager as I was tired of getting the run around..... A man answered by the name of Peter York, saying he was the General Manager and after explaining once again the entire situation and how I've been mistreated he assured me that [redacted] would contact me. When Keving finally did call he had all kinds of lies, first that he didn't receive my previous messages, then that he ordered the part that morning, which made no sense. Lastly, the original estimate that he quoted of $225 was now going to be $415!!!! The whole thing is a scam.Desired Settlement: I would like to $49.95 reimbursed to me as the service call was fraudulent. He came to my home never looked at the oven or acknowledged the manuals recommendation to replace the control panel, he just flipped the circuit breaker.

Business

Response:

Our company strives to provide the highest level of customer satisfaction and we truly appreciate your feedback. The occurrence of events during your experience with our company can be justified. The technician initially attempted to minimize the cost of the repairs for you because certain issues can be resolved by simply resetting the appliance (i.e turning the circuit braker on and off). Upon further research, we have determined that your were originally misquoted. Hence the change in the estimate amount you've received. Please keep in mind, the service call fee is valid for 30 days and will be credited toward the estimate, should you decide to proceed with the repairs. Unfortunately, we are unable to reimburse the service call fee because the technician has provided you with an estimate and the diagnosis, and you have agreed to these terms and conditions when the original appointment was scheduled.

Review: IN DECEMBER 2013, THERE WERE CRACKS IN OUR HEATING UNIT. RELIABLE SERVICE COMPANY CAME TO GIVE US A QUOTE. THE TECH ADVISED WE NEEDED TO REPLACE THE WHOLE HEATING UNIT AND HE ALSO SAID WE NEEDED TO REPLACE THE A/C UNIT. WE COMPLIED AND SPENT OVER $3000 FOR THE NEW UNITS AND FOR THE LABOR. THE TECH, [redacted] ###-###-####, CAME THE NEXT DAY TO INSTALL THE UNITS.

ON OCTOBER 23, 2014, THE GAS COMPANY (SOCAL GAS) SENT A TECH TO OUR HOUSE TO CHECK OUR APPLIANCES, PILOT LIGHT, ETC. HE HAD TO "ORANGE TAG" THE HEATING UNIT. HE SAID THERE IS A SPACE BEHIND THE HEATING UNIT THAT COULD HOLD CARBON MONOXIDE AND SUBSEQUENTLY BE PUSHED OUT THROUGH THE VENTS. HE SAID THERE SHOULD HAVE BEEN A BACKING INSTALLED WITH THE NEW UNIT. I CALLED RELIANCE SERVICE CO ON THE SAME DAY AND A TECH CAME THE NEXT DAY TO INSPECT. THAT TECH SAID HE NEEDED A SPECIAL SEALANT/CAULKING TO COMPLETE THE JOB BUT HE DIDN'T HAVE IT ON HIM, AND SAID HE RETURN IN THE MORNING, OCT 25. HE DID NOT SHOW IN THE MORNING. I CALLED THE MAIN OFFICE TWICE TO INQUIRE WHERE HE WAS. I ALSO CALLED [redacted] SINCE HE DID THE INSTALL. HE SAID TO JUST CALL THE MAIN OFFICE. THE SERVICE TECH DID NOT CALL ME UNTIL 4:51PM. HE SAID HE WAS BUSY ALL DAY BUT SAID HE WILL COME IN THE NEXT DAY BETWEEN 8AM AND 1PM. THE NEXT DAY, OCT 26, HE CALLED AT 12:03PM STATING HE CAN COME BY IF WE PAID THE $130 LABOR FEE. I SAID, "THIS IS NOT AN ISSUE THAT SUDDENLY ARISED NOR IS AN ISSUE THAT WAS OUR FAULT. THE BACKING AND THE SPECIAL CAULKING SHOULD HAVE BEEN DONE AT THE SAME TIME OF INSTALLATION." HE SAID TO CALL HIS MANAGER, [redacted]. I'VE LEFT SIX MESSAGES FOR [redacted] ON HIS CELL AND WITH THE MAIN OFFICE WITH NO RESPONSE. WHY SHOULD WE PAY FOR LABOR?? THE SPECIAL CAULKING AND BACKING SHOULD HAVE BEEN COMPLETED IN THE FIRST PLACE. WE SHOULDN'T HAVE TO PAY FOR LABOR FOR SOMETHING GARIELOV FAILED TO DO IN THE FIRST PLACE. HE LIKELY FORGOT TO COMPLETE THE JOB WHICH PLACED OUR FAMILY AT RISK FOR CARBON MONOXIDE POISONING!!!Desired Settlement: SINCE THE HEATING (FORCED AIR) UNIT HAS BEEN "ORANGE TAGGED," WE HAVE NOT BEEN ABLE TO USE THE HEATER FOR FIVE NIGHTS. IT HAS BEEN VERY COLD (58-60 DEGREES) AT NIGHT. WE HAVE THREE SMALL CHILDREN, ONE OF WHOM IS ONLY 4 MONTHS OLD! RELIANCE SERVICE COMPANY DID NOT COMPLETE THE INSTALLATION OF A BRAND NEW UNIT SATISFACTORILY AS HE DID NOT INSTALL A BACKING AND SPECIAL SEALANT. THIS PLACED OUR HEALTH AT RISK FOR CARBON MONOXIDE POISONING. ALSO, THEY HAVE LEFT US WITHOUT A HEATER DURING THESE LAST COLD NIGHTS. AND, THE KICKER, THEY DON'T LIKE TO RETURN PHONE CALLS. THEY NEED TO LIVE UP TO THEIR COMPANY'S NAME. THEY NEED TO FINISH THE JOB ASAP, AND PROVIDE ANOTHER YEAR OF WARRANTY SINCE THEY DIDN'T DO THE JOB CORRECTLY THE FIRST TIME. IT SOUNDS LIKE AN UNETHICAL BUSINESS/SALES PRACTICE: SELL OVER $3000 OF BRAND NEW UNITS THEN LEAVE THE JOB UNFINISHED SO THAT THEY CAN BE CALLED BACK TO GET MORE MONEY.

Business

Response:

Area supervisor, [redacted], will be contacting you shortly. The labor warranty is for the installation of the equipment. We offer extended warranty for additional cost.

Consumer

Response:

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. For your reference, details of the offer I reviewed appear below.

I called the main office again on Wednesday, October 29. The receptionist said [redacted] would call me by the end of the day. Their initial response to the Revdex.com complaint said the same but also included we could buy an extended warranty. For one, [redacted] or anyone from Reliance returned my call (it is now 2 am the next day, Oct 30). And two, I did not request to purchase an extended warranty. Again, the issue we have with the heater is the backing/back panel was never installed when we purchased it back in December and according to the tech who came out on Friday, October 24th, said it needed a special sealant/caulking. I understand if we removed the backing or caulking, causing issues and consequently we'd have to pay for labor and parts. This is not the case! The backing and sealant should have been installed/completed in the first place. According to the SoCal Gas Company technician, the heater is UNSAFE to use. Is he wrong then??? Why is it difficult to correct the problem that would have been prevented had Gurtovoy completed the job correctly back in December?

Regards,

Business

Response:

You can further discuss the matter with [redacted] himself. He can be reached at ###-###-####.