Rhorer Mutual Industries, Inc.

After reviewing the matter further, we have decided to contact the customer to either schedule an appointment to reconfirm our initial diagnosis or give her a refund.  The technician who performed the initial diagnosis is no longer with the company.  We have notes in our system that the customer was quite irrational in speaking to our office staff.  In addition, based on our records, he did in fact perform the diagnosis according to the manufacturer’s guidelines.  We perform over 15,000 service calls per year and are quite familiar with the BSH brand line. Her displeasure at the outcome of the service call is not sufficient to warrant a refund.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me based on the business actually performing as committed.   I've received similar assurances to refund our money from Appliance Master in the past and they have not kept their promises.   If they actually do refund the money in full I will be satisfied.
Regards,
[redacted]

The customer did not understand the applicability of our 10% off coupon, which is valid on COMPLETED REPAIRS ONLY.  In any case, our technician accepted the discount in an attempt to appease the customer.  Why was a complaint lodged when the customer got what he wanted?  The choice...

not to complete a repair was his own.

The technician used the manufacturer’s replacement part in the repair of this unit. The reason he removed the shipping labels is that the parts were sent to his home so we could expedite the repair. He did not want the customer to have access to his personal information. Please...

be assured that we are authorized servicer for the BSH (Bosch/Thermador) brand and will only use replacement parts that are authorized by the manufacturer.Tell us why here...

Our technician made a service call to the customer's home, diagnosed the appliance and presented her with an estimate.  Her displeasure at the outcome is not a refundable matter.  We performed the service she agreed to pay for in advance.

We will continue to pursue collection of the service fee.  We performed our Diagnosis and presented the customer with an Estimate.  It was explained when the original appointment was rescheduled from Saturday to Monday that we needed to do so to verify the error code that they were...

receiving with the manufacturer's tech support (not available on weekends) based on their model and serial numbers.  They should be responsible for the D&E since we did go out and perform a service call and give them an option for repair.  If they choose another option that does not mean they should not pay.

Complaint: [redacted]
I am rejecting this response because: A simple request was made to leave the information of the part with the customer who have right to know what is replaced and make and part # of the replacement, I am least interested of the personal information-every part shipped has enclosures and the technician did not have a courtesy to fulfill customer's (His pay master's) request?It is unacceptable by my right to know as a consumer.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The service technician did a cursory look at the dishwasher on the initial visit. He did not check the filter or for installation issues, and just told us to do vinegar soaks. We have done several with no improvement and the white deposit on the dishes is unchanged. We use a rinse agent with every rinse with no improvement.I contacted the company and was told the technician would come out again free of charge to look at the dishwasher again.I was not asked to confirm any contact information when I was promised the second visit.The technician called my mother, said he couldn't do anything, and to use [redacted]. He did NOT offer to sell [redacted] to my mother. He did NOT explain to her that he was canceling the appointment I had been promised. He did NOT listen to our concerns when she communicated them to him. She said he was distracted and rude on the phone, appeared to be having another conversation at the same time, and then hung up on her.I paid a service fee and received poor service from someone who barely looked at the problem appliance and then was a no-show on the repeat appointment I had been promised. I expected a knowledgeable appliance repair professional and I expected minimally good customer service and I received neither.I am dissatisfied with the service and I do not believe they provided the service advertised. I am still requesting a refund.
Regards,
[redacted]

The customer may be entitled to a partial refund if she chooses to discontinue the repair process.  So far she has only been charged a deposit on the repair estimate.  Once the technician began the repair he encountered additional difficulties because some of the parts could not easily be...

replaced; they had become stuck together. We have had experience with this type of situation and attempted to explain it to her.

We apologize for the delay in the receipt of the refund.  After doing some research, it appears that the refund check which we issued on 12/31/15 was mailed to an incorrect address.  We will correct this and expedite another check.

The customer is not entitled to a refund.  Our service appointment was scheduled within 5 hours of the first contact.  The landlord approved the repair on Wednesday and the repair was completed on Sunday.  We did not cause the refrigerator to stop cooling, and the repair was expedited...

as soon as the landlord approved the estimate and paid the necessary deposit.  All our customers are informed that parts can take 3-5 business days to arrive and for the repair to be completed.We resent the implication that the customer was lied to.  Our technicians have some flexibility with regard to their schedules and Abe is a consistently good technician who works diligently and conscientiously.While we regret the inconvenience of a broken refrigerator and empathize with the customers circumstances, I doubt any other service company could have resolved the issue more quickly.

Complaint: [redacted]
I am rejecting this response because: The technician who came did, in fact, further damage my stove.  When the technician came the first time he evaluated the problem and informed me that I needed a part.  I agreed to this and gave him a deposit of $160.50.  He returned a second time to make the repair.  It was at this time that the stove was further damaged.  Because he could not remove the nut from the star burner he used a blow torch to heat the element to be removed.  He appeared frustrated and was on the phone with technical support for quite some time.  He finally told me that additional parts were needed to complete the repairs.  I signed off, giving my permission to purchase the additional parts.  In the interim, I called [redacted] to order the parts directly from them.  I was able to get them overnighted at a 50% discount. I advised Appliance Master that I had the parts and was told that the technician would be scheduled to return.  When the technician did not arrive as scheduled to complete the repairs, I called Appliance Master.  The technician, himself, spoke with me and told me he did not know he was scheduled to come to my home.  He informed me at this time that the repairs without the parts would be about double.  When I questioned this, I was told that an additional technician would be needed to complete the repairs.  It was after the second visit when the blow torch was used, that I was unable to turn the knobs which control the burners. Subsequently, a technician from [redacted] came.  He informed me when I asked why the knobs did not fit correctly and I could  to turn on the burners, that the manifold was bent.  He suggested that this would have been caused by using heat to try to remove the burner.I finally cancelled any further work by Appliance Master because I was not confident that it would be done correctly and because of the antagonistic attitude of the representatives of the company with whom I dealt.    
Regards,
[redacted]

We are scheduled to pick the unit up for inspection on Friday, February 5th. Initially, we were told the unit was unavailable.  We can now move forward to resolve this matter, beginning with the inspection of the unit.