Reliable Appliance Service Inc

Review: I called this company to have my dryer fixed. The dryer was no heating up, the tech came out and I told him about the issue. he told me that the timer did not work and that I had to pay 315$ to get it replaced. I turned down the service so I was charged 49.95$ for him coming out and looking at my dryer. I then did a little bit of research and found out that the timer will not effect the way the dryer heats, after about 15 mins of research I found that a common problem that causes this issue was a plugged lint duct in the back of the dryer, I pulled my dryer out and found that the duct had be kinked and plugged by lint. I straightened out the dryer and pulled the lint out and the dryer works fine. the tech did not even look at any part of the dryer, he just told me the timer was back after turning the [redacted] around to timed dry. I figured out the time was not bad when about 30 mins after he left the timer buzzer buzzed, because when he turned it he set it to 30 mins. I feel he should have at least looked at the dryer when I said it did not heat, he did look in the little hole to see if it was lighting up and said it was working fine. but after I unplugged the dryer I looked in this whole and my dryer was blowing a flame to heat up the air, when he looked it was just glowing red and then shutting off. this is the exact thing that I read on the websites would happen if the lint had plugged the duct, it would try to heat up but no flame its a safety shut off. I feel he was just trying to take advantage of me. he did not inspect any part of the dryer he was at my house for no more then 5 mins, and he was very fast to say it was the timer, he also told me cash was a problem I originally tried to pay him with 60$ (3 20$) and he told me he could not break that I had to go and find a way to break one of the 20$ so I could give him 50$ and then he did not give me the change, the total price was 49.95$. the company will not take disputes by phone or email only through the mail.Desired Settlement: I want my 50$ back that is what I paid for the service the price was 49.95$ and I gave him 50$ I was given no change.

Business

Response:

Our company strives to provide the highest level of customer satisfaction, and we truly appreciate your feedback. In order to reinstate your faith in our company, we will process a refund in the amount of $50.00.

The check will be payable to your name, and you should receive it within seven to ten business days. In addition to processing a refund, the technician will be referred to additional training seminar in order to eliminate any possibly of this incident occurring in the future. Please accept our deepest apologies for unintentionally misinforming you regarding dryer repairs.

Review: I had air conditioner installed in my house, company did not seal air conditioner there for air leaking outside no good suction, causing air not to fully go to all venting home, no conservation line ran from air conditioner ,multiple appt made with no shows to appt, no return calls, no follow Through on part being ordered . Supervisor refuses to return callsDesired Settlement: I want job finished, or 20% return so we can hired a company to complete the job

Business

Response:

Thank you for your feedback. This issue has been resolved.

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,

Had a repair person come out and give me an estimate for my washer, I agreed to do the job and the repair person never came back.

Review: I contacted this business asking if they could send a technician to fix an LG front loading washing machine that smelled of mold and mildew and wasn't getting any better from running the sanitary cycle. They said that they'd send a technician the next day and that the service call would be free with a repair.

When the technician arrived, he immediately said that there was nothing that he could do for that problem without even seeing the unit but he still followed me up to my condo and said to continue running the sanitary cycle and do what I was doing. He then refused to leave until I paid their $49.95 service charge even though no services were rendered. I called the company and they said that they should have mentioned the price and that I should have a nice night. They could have just told me over the phone that nothing could be done instead of sending someone over to take my money without rendering any services.Desired Settlement: Full refund of the $49.95 charge for no services rendered.

Business

Response:

We came out to the house to check LG washer machine, our service call to come to the house is $49.95 and customer are notified about by phone. Our office staff are not a service technicians and always advice that a technician could come to the house to assess a problem. We got to the home looked at a washer that had no mechanical failures and customer complaint was that it was smelling of a mold. We advised client to try and run a cycling pouring vinegar solution inside or purchase a cleaner solution in Lowe's or Home Depot. No refund is due, we only charge a service call.

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.The staff on the phone call indicated that the service call was free with repair and I was only informed on site that their company does not perform this sort of service on the LG washing machine. Given the admission of the technician that this is a common occurrence among front loading washer appliances, one would consider it fair that the front office staff is at least given a base level of knowledge in order to prevent the customer from being misled or charged unnecessarily. The lack of transparency with what services are offered and what are not could have been explained on the initial call when I explained the issue verbatim to the customer service representative. Negligence in training one's front office staff doesn't absolve the company of providing transparency concerning what services are offered.

Review: I contracted with Reliable Appliance Service on 4-20-2013 to repair a [redacted] Freezer Door gasket or seal. The repairman replaced the seal and told me it would take about two weeks to seal properly. I waited two weeks and called him and said it is still condensing and freezing in the same spots as it did with the original torn seal before you replaced the seal/gasket. Eddie said I will come out and fix it. He came out and stuffed paper towels under the seal and said wait two weeks and remove the paper towels and let me know if that takes care of your problem. I waited and it did not take care of the problem so I called him again and he came out again and stuffed the seal with paper again and said try this for two weeks and let me know. I did and it did not take care of the problem still condenses and freezes like it did with the original torn seal. He did this procedure for three times. Around August 19th I called Eddie again and told him I removed the towels per his instruction and found that because he had stuffed so much paper towels under the seal that the two light switches tore a hole in the new gasket. He told me that he would order a new seal because the original one was defective and they were upgrading the new seals and it would take 6 to 8 weeks to get a new seal. I called the [redacted] parts company [redacted]. ###-###-#### and inquired about the defective seal. They said they had over 100 seals in stock and there was no defective seals. The price for Door Gasket Part # 7010584 Was $48.61. I was charged $24045 and said it could be mailed to me in two days. The total repair was $450.66 paid with check #[redacted] on 4-20-2013 Thanks [redacted]Desired Settlement: I want Reliable to replace the seal/gasket they caused to be torn. I want the repair I paid for the door to seal properly and not allow ice to form around the seal area. Or they can refund my money.

Business

Response:

Our company strives to provide the highest level of customer satisfaction, and we truly appreciate your feedback. Our supplier has confirmed the turn-around time for your order to be up to 8 weeks. Perhaps the discrepancy of part availability is caused by the difference in the source of authorized Subzero part distributors. Nevertheless, you will be contacted as soon as we receive the gasket, and an appointment for part installation will be scheduled at your convenience.

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.

How can I respond in 7 days when the business says that they will not complete the repair until 8 weeks from now and then it may not resolve the problem. They have had 3 months to fix the problem. The 90 day warranty and the one year warranty may expire before the repair is completed. Thanks [redacted]

Business

Response:

The warranty will be effective upon completion of the repairs. We will contact you once the part arrives to our warehouse. Your patience is appreciated.

Review: Nov. 11, 2013 My 3 yr. old Bravo Maytag's dryer pulley nut was stripped and came off . Technician charged me $180. for 45 min. to put MY old pulley back on! The tech told me he replaced with new part. An arbitrary $180 with a useless 90 day warranty. Jan. 7, 2014; MY OLD same part broke a 2ND time. The same tech. tightened my my old part within the 90 day warranty. Feb. 14, 2014; guess what? Original part broke again a 3RD time, just outside the 90 day warranty. The tech. told me I probably needed a new dryer. I called the owner (in El Cajon, CA) to give him a chance to make good on his customer care. He said that the tech. fixed the dryer and I was out of warranty. How do they fix a dryer when they never replaced the broken part?! The tech. never replace the needed part and never produced upon request.Desired Settlement: Better contract and refund money as my appliance was never fixed. Thank you

Business

Response:

Our company strives to provide the highest level of customer satisfaction, and we truly appreciate your feedback. There were no parts replaced as you were only charged for the labor performed. Although it is unfortunate that your appliance malfunctioned after your warranty has expired, the warranty timeframe we provide is the standard in our industry. We can not predict what the appliance will do next and can not provide a lifetime warranty, as we do not manufacture these appliances. You are illegible for a refund at this time.

Review: I contacted Reliable Appliance Services to come and provide an estimate to repair a GE Monogram refrigerator. Food was freezing in the regular refrigeration section, and food was melting in the freezer section. Our ice maker was working fine, right up to the moment their technician showed up.

They charged us $255 to vacuum some vent, but didn't fix the freeze-not freeze situation. And they broke the ice maker. The technician took it apart (for reasons unexplained to us at the time), and after re-assembly, it stopped working. We didn't notice that until after the technician left.

Because the problems persisted, and the ice maker was broken, we called the manager, [redacted], and asked him to come out. He did so after a few missed appointments. We show him the broken ice maker, and he refuses to admit that his technician broke it. His logic is that the fridge is old, and its just coincidence that it stopped working after his employee took it apart and reassembled it. Basically he's refusing to admit responsibility.

Then he says we need to replace the thermostat (that's why the food's freezing/melting). And he's asking us to pay to fix the ice maker that his employee broke (because in his view, his employee didn't break it).

This is false.

The ice maker was working until his technician showed up. And his technician seemed confused during his visit, and he kept calling [redacted] to ask questions. In our view, there was no reason to take apart our ice maker.

Now they are asking us to pay $900 to fix the ice maker, and another $150 for the thermostat. At this point, I don't want them to touch the thermostat. But I want them to fix the ice maker at no charge. They broke it, so they must fix it.Desired Settlement: They broke our ice maker. So they must fix it, and at no additional cost to us. We refuse to pay to fix something Reliable broke during their technician's incompetent visit to "fix" our refrigerator.

They must accept all responsibility for their employee's incompetence, and any damage they cause to their customer's assets. In this case, they didn't fix the fridge, they broke the ice maker, and I had to pay them $255.

I refuse to pay more to fix what they broke. They must fix what they broke, and at no additional fee.

Business

Response:

We came out the the customers home and found that refrigerator needed extensive maintenance, the condenser which is located on the top of the refrigerator was completely clogged. We proposed an estimate and up on acceptance proceed with a repair. The ice maker was not operating at the time since the temperature in the unit was not cold enough to freeze the ice and in some models ice maker has a thermostat installed inside where in the case temperatures are not as low as it should be the ice maker will not turn on at all. The repair we performed were done at the top of the refrigerator where we had no need to work inside of either fresh food or freezer units. Customer called for a recall stating that the ice maker was not working, we came out and provide an estimate on repair, at that time customer claimed that our technician broke the ice maker. At the time of initial service we would have no way to check ice maker operations since the temperature in the fridge was not cold enough yet after repair. Our technician did not break any ice makers at the time of service, we simply don't have the need to do that.

This company came out on June 2, 2015 to service my washer, dryer and dishwasher. My washer and dryer were serviced and I was advised that my dishwasher needed a motor. I paid in full that day and the part was going to day 5-7 days. It is now July 14, 2015, and after several appointments that were cancelled and changed, I was scheduled for today, July 14th between the hours of 8:00 am to 11:00 am. At 12:30, the technician advised me that the part was incorrect and I was to call for a refund. I must put this in hand written note and send it to their corporate office in San Diego. The worst experience with this company. The CEO that is on the roster is a technician. Something is not right here.

Review: 1)My wife said she was uncomfortable with hard sales tactics to repair an appliance which should be straight forward fees for services needed. Upon leaving service tech verbally lowered suspected part price from $389 to $289 when she would not commit without talking to her husband first.

2) The first technician that came out was nice and said it was a relay switch that needed to be replaced. (This technician moved to a different area so another technician needed to come out.)

3) The second technician said it was the entire control board and if it didn't fix the problem and needed a relay switch they would not refund the price of the $389 control panel but have to order relay.

4) After calling the office in El Cajon and speaking with a manager I was told that they would not add both service calls ($100) toward the invoice but only one of them ($50). Furthermore, I was told that they would not reduce the price as the technician told my wife they would as he was leaving by $100 (Control board from $389 to $289). So now I feel like I'm out $150 if I am going to proceed.

5) When I asked for a break down of the invoice into parts and labor he said they don't do it that way. I specifically asked what their labor rate per hour was and he wouldn't say. Only that they don't write orders that way. Since I know it only takes about 15 min to switch out the board I asked if it would still cost $200 for the labor portion and he replied "yes it would stay the same".Desired Settlement: 1) Both service fees applied to fixing my oven. ($100)

2) Price for the control board reduced to verbal quote when leaving from $389 to $289

3) If the second technicians diagnosis doesn't fix the problem I want the relay replaced and I only want to be charged to that instead of the control panel which may not be the problem according to the first tech.

4) I want to be informed of their labor rates and have an itemized invoice to make an informed decision about what I'm paying for.

Business

Response:

Our position remains the same as per our telephone conversation on 8/12/14. As I have personally told you at least three times we do not charge labor by the hour, we charge it by the job. Furthermore, Ive explained why only one service call fee will be applied. We can credit $100 toward the job if you pay us for the visit during which your wife sent our technician back claiming everything is working fine. The estimate amount is written on the invoice. Call us if you wish to proceed.

Review: We found this company from a google search. The technician's card had a Revdex.com stamp on it and we assumed that it meant something. The company is basically a fraud and charges exorbitant amounts for very little work. Since this company was Revdex.com approved, we believed that that was the charge for an appliance of this type. This company has the lowest possible rating on yelp. When we looked up the company on Revdex.com, we found that the company has no accreditation. The appliance is not fixed - in fact it is more broken than when they came out. He charged us $1,100 for 40 minutes worth of work, and to add insult to injury the unit is still broken.

Business

Response:

Please follow instructions listed in the back of our invoice to request for a refund.

Review: Technician came out to fix my refrigerator. Said it needed freon. Put a cup of water in the freezer and said if froze it was fixed. Froze at that time but did not notice that everything was thawed out a couple of days later and food had to be thrown away. This was Labor Day weekend. Paid $320 for house call & freon on August 29th. I am 87 years old, on a very limited budget and feel that I was taken advantage of. Called to have the tech out again made appointment September 4th between 11am-2pm did not call or show, called and they rescheduled the appointment between 2pm-5pm did not show or call. I called again and they said someone would come out between 6:30pm-10pm, no one showed or called. This was a whole day wasted. I called the next morning September 5th and they scheduled me for a house call between 11am-2pm, no one called or showed up. I called after 2:00 to see when someone would come by to fix the refrigerator and told the phone receptionist that I had been waiting two days for a tech and she proceeded to get rude and then hung up. My daughter tried to help with talking to Andrew and then Jasmine and they guaranteed her a call from a supervisor that never happened. She tried again today and they proceeded to hang up on her. This is money I could have put towards a new refrigerator and I feel that $320 for work not completed is a big problem.Desired Settlement: I feel that a refund of $320 is appropriate for the 2 days of waiting for a technician with no cancellation calls or reschedule calls and for a bill that was highly inflatted. The freon must be liquid gold. I am on a limited budget and my family got together and helped me purchase another refrigerator because even if this company came out to try and make good I would not trust it and cannot afford to replace perishables.

Business

Response:

As stated in the back of your invoice, refrigerant charges are excluded from the warranty. Furthermore, an estimate was provided prior to adding Freon to the appliance. Unfortunately, you are illegible 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.

To Whom It May Concern:

I have attached my bill. At the time I called for an appointment the service call was $49 and was told that if they did repairs that would be included in the repair costs. The technician never gave me a verbal quote, he just stated I needed freon. As you can see by the bill I was charged $100 for labor and $220 for freon. The only labor this technician did was add freon and he was not at my house very long doing that procedure. When my refrigerator defrosted which took a few days (Labor Day weekend) I then called for them to come out again and waited two days (1st day 11-2, 2-5. 6:30-10 pm) with each time I remade the appointment they never called or came to my house. 2nd day they scheduled me for 11-2 and when they did not show or call I called the office and the girl proceeded to get rude and then hung up on me. My daughter tried to help by calling and they assured her she would get a call back, 3 times she called and 3 times never a call from a supervisor. The last time she called she got hung up on also.

When I called for the original appointment they never said anything about labor ($100) and freon does not cost $220 for a refrigerator. Freon may not be covered under their warranty but it does not cost $220...... I will be happy to pay for the $49 house call but I feel the bill it outrageously inflated and the unprofessional way I was treated with making appointments and no one showing up or calling me to cancel the appointments. Which I waited for two days and no shows. Do they not think their customers time is valuable? As stated in the message from the business I was never given an estimate for freon prior to adding it to my refrigerator and no estimate for a total. I really feel this company needs to be investigated for fraud.

Thank you

Business

Response:

We appreciate your insight regarding what you believe the cost of Freon should be. Unfortunately, that decision is to be made by us based on costs associated with doing business. An estimate was given, which you have agreed to, and the service has already been rendered.