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/was mailed to an incorrect address We will correct this and expedite another check
[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]
We are scheduled to pick the unit up for inspection on Friday, February 5thInitially, we were told the unit was unavailable We can now move forward to resolve this matter, beginning with the inspection of the unit
Complaint: [redacted] I am rejecting this response because:Had the technician not canceled (using unclear, poor communication) the free second visit I was promised by customer service, he would have seen no continued evidence of mineral buildup while the problem continuedIncidentally, we were never offered [redacted] , we were told to use vinegar or [redacted] ***.I am not sure why the business is choosing not to address that I was told the technician would come out a second time free of charge and that the technician canceled the appointment despite being told on the phone by my mother that the problem had not been resolvedI am still insisting upon a full refund of service fee Regards, [redacted] ***
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
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.
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 $ 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% discountI 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 burnersSubsequently, 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]
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]
Our credit card processor can take 3-business days for the refund to go through Check again in a few days and we will follow up on our end
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/was mailed to an incorrect address We will correct this and expedite another check
[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]
We are scheduled to pick the unit up for inspection on Friday, February 5thInitially, we were told the unit was unavailable We can now move forward to resolve this matter, beginning with the inspection of the unit
Complaint: [redacted] I am rejecting this response because:Had the technician not canceled (using unclear, poor communication) the free second visit I was promised by customer service, he would have seen no continued evidence of mineral buildup while the problem continuedIncidentally, we were never offered [redacted] , we were told to use vinegar or [redacted] ***.I am not sure why the business is choosing not to address that I was told the technician would come out a second time free of charge and that the technician canceled the appointment despite being told on the phone by my mother that the problem had not been resolvedI am still insisting upon a full refund of service fee Regards, [redacted] ***
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
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.
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 $ 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% discountI 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 burnersSubsequently, 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]
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]