At this point we wish this customer to pursue the matter with the extended warranty company from whom she bought the service contract They were the one who could have assigned her to other choices of subcontractor We are not the only game in town We have been in the business for over fifty years and in good standing with Revdex.com.! If we were the kind of company she said we were we would not still be in business She is barking up the wrong tree May we advise Ms*** to air her frustration with Assurant No apology is due from us If anything, she owes me and my staff an apology for saying that "my company does not want to do warranty work because we just want to rip people off on non warranty repair" It is a true form of defamation We will not be responding to any further correspondence regarding this matter We need to use our precious time to take care of customers who both need and appreciate our service.Have a good day.David Borsani
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Bo, the tech, told me that it was leaking freonI said I did not smell it, his response was "it has to be at a higher temp to smell it"He said it was a sealed system and would cost about $to repairHe also told me he could order the parts to fix it if I chose t have him do itHis suggeston was to buy a new refredgeraterI would not have done so if I thought my old one would return to serviceAs far as them telling me to contact *** and talk to them about it, I think that mabe Bo should have done thatI was told that Bo knew ***s like the the back of his handThe receipt that was given to me had additional copy on itIf the above information does not suggest a Misdiagnosis then I don't know what doesIf I get a refund or not (and obviously I will not), at least I will know better than to have any future contact with the firm
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
He is not telling you the truth, my appt was made at the beginning of Novand I had to wait two weeks for them to come to repair the fridgeThis would have been the second timeMy appt was scheduled for Novbetween 8-No one called to verify or show upI never changed or cancelled my appt with themThe secreaptery told me complete appl changed itAnd she didn't know they never told me so I asked to talk to the supervisorWho in turn could care less for my inconvenience or the loss of food two timesHe just didn't want to take care of me because I have a warranty and prefers people he could rip off for a lot of moneyI don't not accept this as resolved and he should not be able to get away with treating people this way and then lie.Regards, *** ***
I have attached two scanned documents of Dr*** ***s check # *** given to our technician on August 4th by Ms*** ***. In a separate email a scanned copy of the service order that Ms*** *** called us for. Thank you for your attention. David CB***
***
Subject: Case ID # ***The attached is a copy of the service ticket ordered by Ms*** ***for the repair on her Viking Vent system.Thank you very much for your attention to this matter.David CB***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The repair took about minutesI ran hot water in the tub and let soak for about minutes, this loosened the scale which was dry soap residueOnce softened, wiped and scraped it off and removed the broken rotorTried to replace the rotor with the new rotor sold to me by the repairman however it was the wrong partI removed the rotor from the lower unit and installed it in the upper unit and it is working fineOrdered a new rotor for the lower unit onlineTotal time to repair to minutesUnfortunately was told by the repairman that if I opened the box of the rotor he left, it is not returnable
Regards,
*** ***
Dear Sir or Madam: I have reviewed the complaint with the flooring professinal, *** ***, and disagree with Mr***'s grievances. For this job Mr*** provided us with his own measurements, which we used to complete his orderTherefore, he is the one responsible for
ordering more material than was needed for his projectAs we have an offsite warehouse with inventory, every order we make is not a special order, and the words "Special Order" were clearly written on his contractFurthermore, the contract states, "cancellation of special orders are subject to a restocking fee"Mr*** is essentially cancelling two boxes of his "special order," which are in fact subject to a restocking fee and would negate any credit or refund due to him. time project, and as accidents happen, additional material may be needed in the future.The additional boxes of material can then be used if there is ever damage to the existing floor and / or parts of the floor need to be replacedIf customers do not have this additional material, we are not able to obtain an exact match, as different dye slots are used in the manufacturing process. If you should have any questions or need additional information, please do not hesitate to contact my office
I TALKED TO B*** ABOUT WHAT HE FOUND ON THE DISHWASHER. HE HAS NEVER SEEN A DISHWASHER SO FILLED WITH SCALE FRRM MINERAL DEPOSITS IN ALL HIS THIRTY PLUS YEARS OF SERVICE. NORMALLY THE ROTOR IS REMOVED BY SIMPLY ROTATING THE ROTOR ABOUT ONE QUARTER TURN AND IT LIFTS RIGHT OUT.
WHEN HE TRIED TO ROTATE THE ROTOR THE UPPER PARTS SEPARATED FROM THE LOWER PART OF THE ROTOR. THIS WAS NOT DUE TO MALFEASNACE ON OUR PART BUT RATHER THE EFFECT THE MINERALS HAVE HAD ON THE PART. B*** SHOWED THE BROKEN PART TO MRS***; POSSBILY SHE DID NOT UNDERSTAND IT WAS BROKEN. I WANT TO ASSURE THE Revdex.com AS WELL AS THE MRS*** THAT WE DID NOT USE UNDUE FORCE ON THE PART. IT JUST BROKE BY THE SIMPLE PROCESS OF TRYING TO ROTATE THE PART. MINERALS AND HEAT CAN UNDERMINE THE BEST MADE PRODUCTS AND PARTS. I AM SURE IF THIS PART WAS SENT TO *** THEY WOULD FIND THAT THE PART DETERIORATED FROM THE ENVIRONMENT IT WAS OPERATING IN.I THINK THE BEST THING TO BE DONE IS FOR THE ***S TO RETURN THE PART AND BUY A NEW DISHWASHER OR TRY WHATEVER PRODUCT THEY WANT TO USE TO DESCALE THE DISHWASHER AND THEN SEE IF THEY CAN INSTALL THE NEW ROTOR.IN REGARDS TO THE OTHER APPLIANCES WE DID A DIAGNOSIS ON EACH. THE WASHER NEEDS A PART AND THE PART IS ON ORDER THE OTHER UNIT SHE CHOSE WISELY NOT TO REPAIR DUE TO THE HIGH COST OF REPAIR. SADLY WE HAVE TO CHARGE TO DO WORK. IT IS IMPOSSBILE TO SEND A $30,TRUCK FILLED WITH $10,IN PARTS AND PAY A TECHNICIAN WITHOUT CHARGING FOR THE OUR SERVICES. INCIDETNALLY, WE LOOKED OVER ALL THREE OF HER CALLS BEFORE WE CAME TO HER HOUSE IN ORDER TO PRE-QUALIFY THE CALLS FOR PARTS. WE HAD THE PART FOR THE DISHWASHER BUT WE DID NOT HAVE THE PART FOR THE WASHER DUE TO THE FACT THAT MRS*** DID NOT CALL BACK THE MODEL NUMBER TO US. HOWEVER WE DID PULL ALL THE WATER VALVES WE HAD IN STOCK BUT THEY WERE CORRECT PART FOR HER MODEL.. WE COULD NOT PRE-DAIGNOSE THE RANGE TOP DUE TO A INCOMPLETE MODEL AND NOT BEING SURE WHAT MIGHT BE NEEDED BASED ON THE COMPLAINT. I DO NOT FEEL WE DID ANYTHING WRONG AND I WISH THE ***S HAD CALLED OUR OFFICE. OUR OFFICE IS ONLY FIFTEEN MINUTES FROM THEIR HOUSE AND OUR PHONE ARE ON FROM 8:00AM TO 5:30PM.SINCERELY,*** ***PRESIDENT
The technician who told this customer that the compressor was bad has been doing repairs for over thirty years. If he has nay tattoos he must keep them well hidden. I have never seen any tattoo on any part of his body. The compressor was growling and it was not running when he
arrived.. The refrigerator was not cooling at the time we arrived and I am sure this customer will not dispute this fact. We also had two technicians at the home, one was a trainee and both confirmed the unit was not cooling at the time of arrival and the compressor was making a growling noise and would not start. if you have done enough repairs you can tell a bad compressor just by the sound and you do not have to take the whole refrigerator apart to know a bad compressor when you hear one. This customer plainly did not like the fact that my technician was able to diagnose the problem without taking the unit apart. This was his big issue.. It is just like the story of plumber coming into a home and fixing a boiler by just rapping it with a hammer. he give the customer a bill for $When questioned why so much when he was only there twenty minutes he says $for the time in the home and $for the knowledge of where to hit the broiler to make it work. The same applies to our knowledge and skills even though this customer does not appreciate them.This customer neglected to tell the Bureau that he gave us a bad credit card #. It was only when we made repeated calls to his home explaining the consequences of not paying his bill that he finally came into our store and made a big scene. I have four employees who witnessed his behavior. I finally had to tell him that if he did not leave I was going to call the police.He also threatened to make a UTUBE video of the broken refrigerator and embarrass us publicly.It is very unusual but a compressor that is locked can unlock itself by the bouncing around as a product is moved. The customer cannot deny that the refrigerator was not cooling when we arrived nor was the compressor running. End of story. There is nothing we can do for this customer. He is already on our do not service list
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
My experience with Complete Appliance and others who have written almost identical reviews online should paint a clear picture on how this company is operating a dishonest businessYou can find these reviews on Complete Appliances Google and Yelp pages to corroborate the exact same experience I hadHow are strangers all having the same experience with the same company, not a coincidenceI hired Complete appliance to run a full diagnostic on my appliance to figure out the issue and a solution for repairThey neither performed a diagnostic or recommended a repairThey told me I would have to schedule another appointment for them to come remove the appliance, take it to their shop, and potentially face very expensive chargesThe technician told me I'd be better off buying a new oneI already took a day off work, that is a sunk cost for me and a vacation day I don' t get backThey had two repair men with themI asked them if they could take the appliance that day, they refused, I'm assuming out of lazinessI don't know how long they spent in my driveway, but they spent no longer than minutes looking at my applianceJust looking at my appliance, they never took out a tool or made any attempt to diagnoseI did not pay Complete Appliance to come to my house to just "look" at my appliance and tell me what I already knew, that the appliance was broken!I hired *** Appliance for a second opinionThey told me they receive lots of clients, like me, who had negative experiences with Complete ApplianceThe technician who came to my house even use to work for Complete Appliance and had less than flattering things to say about them*** Appliance only took minutes to take apart my appliance to diagnosis the problem, and they even got it to temporarily work to prove it was fixableI paid them $(not $- my mistake, I didn't have my receipt in front of me), to do what I initially paid Complete Appliance to doDiagnosis and repairIf I have a balance to pay *** Appliance, that is news to meThey have only asked me for $I'm more than happy to settle up my balance, since they actually provided a service to me.Complete Appliance is running a business where they collect $increments to give consumers false/misleading information without completing any actual workAgain, this is evident by their reviewsThere are numerous reviews of consumers getting the same serviceA technician shows up, spends minutes looking at the appliance, does nothing and collects $No one gets paid to do nothingI work in a service business, and we would not get paid to go to a customers business to tell them what they already knewIf they want to be paid for diagnosing an issues, they must go through the steps to diagnose a problem and give a customer a solutionThey knew what kind of appliance they were going to seeIf they knew based on the age and size of the appliance they would want to take it to the shop, why didn't they plan the proper crew who could remove the appliance that dayObviously, the appliance didn't need to be removed or taken to a shop, because *** Appliance was able to do what they weren't, where the appliance was locatedThe only difference I can amass is *** Appliances' technicians were motivated to do their job, and Complete Appliance's technician didn't want to be bothered.I canceled the check for services not renderedThat is a legitimate reason to cancel a checkThe services I paid for, diagnostic work, were not rendered, hence no payment should be expectedI had to pay another company to do what I paid Complete Appliance to doWhy should I pay twice?Complete Appliance expected me to pay them and give up, probably buy a new appliance, based on what their technician told meA new Viking down draft can cost over $Since the interaction, they have used intimidation to try to collect $97, for a service they didn't provideAppliance repair is straight forward, not a subjective field with room for interpretationI have never had a repair company charge me for an appliance they truly couldn't diagnose.MrB*** can say whatever he likes about my character or dispositionHe can call me a liarHis response to my complaint clearly highlights his unprofessional characterI would ask the Revdex.com to look into their business practices a little deeperIn our day of immediate customer feedback and online reviews, the negative reputation they have online should be enough to raise some red flagsComplete Appliance has had complaints on Revdex.com website alone! They will continue to scam consumers, and I'm sure I will not be the last complaint you receive.I will not pay Complete Appliance $for simply coming to my home and taking up my day to tell me my appliance was broken, and I should probably just buy a new oneI asked MrB*** on the phone why he feels as though his company earned $100, and he has yet to answer my questions.Thank you for looking into this matter further.*** ***
I hardly know where to begin my response. I talked to the technician who was at her home and he categorically denied throwing anything at Mrs***. He said she was constantly crowding him while he was working. At one point he removed a pan that was dripping water and
to prevent the water from dripping onto the electrical board he quickly handed it Mrs***. If she had not been crowding him I guess this never would have been construed by her as "an assult". In fact if she had been on the other side of the kitchen as she told me she never would have been near him and he could not have handed the pan to her. Mrs. *** has made a big thing about her telling him what was wrong with the refrigerator. If my technicians merely did what the customer told us to do to repair their appliances there would be a lot of unrepaired appliances.. This technician took the time to call GE from the home to discuss what symptoms he found. He concluded after a one hour visit that the refrigerator needed the fan motor to complete the repair. Mrs*** declined to have the repair done.If you read her complaint it is filled with holes. How could she hear my technician get short with the technical help expert while he was in the truck talking to the technical expert? Does that mean she was standing outside next to the truck while he was in the truck talking to the techline? The technician said the working conditions in her home were very difficult. He had difficult moving around due to all the objects that were in the kitchen. In fact he had difficulty just getting in the door to get to the refrigerator due to all the items in his wayit was a very trying experience and he requested as soon as he was in his truck and away from her to never be sent to her home againImagine this coming from a technician who does ten calls a day five days a weekit says a lot about the customerI talked to Mrs*** and her vituperative attitude evidenced during our conversation helped me understand her true nature. I offered to come over to her house with my lead technician to look over the working conditions and she went off the deep end. She even threatened to go to the police to file a report.We always treat customers right and that can mean we do not agree with them when they are wrong. Some people are just down right difficult to deal with and that does not make them right or mistreated. It can make for trying circumstances for the technician. It should be noted that we are working in people's homes where they think they are kings. I could go on but it would be uselessWe have put Mrs*** on our preferred list. We prefer she call someone. She is on our permanent do not service list which takes a lot of effort by a customer to get on. I am sorry we cashed her check. The person who handles the check cashing is not a customer service representative so the check went right to the bank once the paperwork came into our office. We will be sending Mrs*** a refund and wipe the slate clean.Sincerely,*** ***President
I found Ms***’s complaint and accusations unfounded and contrite. First of all when she called and spoke to my employee, Stacy, we could all hear her screaming on the phone demanding an email receipt right away. As Stacy tried to explain to her the report would not be available until
the technician turns his work in the next day. The fact is that our company handles over customers a day with twice as much incoming phone call from customersThus, it takes up to days to process and send email receipt/report to customers. Ms*** was not satisfied with Stacy’s explanation and accused her of being rude and unprofessional. Fortunately, I was within an earshot from her and discovered that the only thing that the technician had to repair was the light socket in her refrigerator. That’s the only item he was asked to repair. He also reported that the refrigerator was cooling fine and no other issues were found. We will report this repair to Frigidaire since it was under manufacturer warranty. It did not cost her anything at this point
She then called back and I tried to assist herThroughout the phone call from Ms*** she kept reiterating the fact that she had a legal case against Frigidaire and needed that email receipt. I was able to get in touch with my technician to verify the repair and subsequently sent her the email report
Let’s just to set the record straight. 1. I never called her a liar and I know that Stacy had to hang up on her because she just could not take her verbal abuse any longer. Stacy did advise her that she would record this phone call if she continues to scream. I can make it available for anyone to listen to. My husband and I own this business. It is registered in his name and I have equal authority to manage this business. We have been in this business for over forty years and have had a good standing with Revdex.com for yearsAs for religious bias I do not see how it could have come to play in this matter. I have a diverse work force with four different religious beliefs, i.etwo Jewish faiths, one Buddhist, one Hindu and the rest is Christian. She should apologize for accusing me of being “racist”. How could we have racism here with an Asian, an East Indian and two African Americans working here side by side daily
We live in such a litigious society and everyone has a right to pursue legal course of action. If Ms*** felt she was treated poorly she should listen to the recorded phone call she had with usShe treated us with such unruly behaviorThere is time that we have to stop this kind of verbal abuse and emotional outburst
I regret for this to happen. It was time consuming for all of us and I wish Ms*** the best in obtaining repair service from other companies in the future
Sincerely,
Julie B***ManagerComplete Appliance Service, Inc
This was a third party contract situation. We ran a service call on 9-22-and did not find any problem with the refrigerator. The temperature at the time we checked it was degrees. A second call was dispatched to us on 11-and was scheduled for 11-17. One of our
customer service agents changed the date to 11-20. We have not been able to find out why. She could not remember why she changed the date but the date was changed on 11-16-15. Mrs*** called Tuesday morning furious that we were not coming out. After being verbally beat up for about five minutes I simply told her were not able to come out on 11-17 and that I would call her contract company and have another provide do her call. We are short of technicians and just cannot turn on a dime and send someone out to a customer home on such short notice. On Monday were already booking new calls into the following week. We are also at a point that are not putting up with unruly customers. I could have done better if I had been treated more kindly but getting someone out on Tuesday was just not feasible since her call came in late in the morning, if I remember properly.The appliance repair industry is facing a tipping point. Up until five or ten years ago ninety to one hundred per cent of our customers called us directly for service. Now over fifty per cent of calls are dispatched through third party contract companies. Mistakes happen all the time and we are not able to deal directly with the customer to find out the problem and schedule the call. The third party contract companies often schedules calls based on "availability" that often does not exist in the area where the call is. This leads to customer disappointmentand unhappy customers. Some handle this situation better than others. Mrs*** was obviously frustrated with her long wait time and she then vented on my staff first and then me. I am sorry we could not accommodate her needs. If anyone knows of any good technicians we are hiring.David BorsaniPresident
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
*** *** was a difficult customer from the very first words that she spoke. My conversation with her started out with her saying and I quote: " I just gave your serviceman a *** check for $and he was only here for forty seconds" I was quite shocked at such language
and I quickly checked our GPS and it showed our service truck was parked at her home for twenty minutes. I said if he was only there for forty five seconds why does my GPS show twenty minutes? She then said she had an electrician in the house who could verify what she said. I asked to speak to him and I asked him how long the techs were in the home. He replied and I quote: " Fifteen minutes." How can fifteen minutes be forty five seconds? Misrepresentation number one. The rest of my conversation was a comedy of shouts by her and misrepresentation of the facts. She claimed my technicians could have removed the vent unit by removing two screws. I just wish it was that *** to do. She did not understand that the cooktop usually has to be removed before removing the vent unit. It was soon evident to me that she was bound and determined to win and nothing I could say would change anything.*** was unhappy with our service and told me she was putting a stop payment on her check. Unbeknownst to me the check was written on a Dr*** ***s account at a different address. It is against Ohio law section to put a stop payment on checks. We sent a letter Dr*** *** to let him know about the violation.I talked to *** Appliance and again we caught Miss *** in a second misrepresentation of the facts. The repair has not been completed According to ***, the owner of *** Appliance, there is a part number PSon order to do the repair. The part alone cost $187. How could *** have repaired it for $180? Our technician felt the best approach on this repair due to the age of the unit would be to pull the unit and bring it into our service center for repair. Once we have the unit in the store we can look it over very carefully for other possible problems before we did a repair that may come back to haunt us. He did think that replacement might be the best choice due the age of the unit and he told her she had thirty days to think it over. One of the reasons he thought replacement might be a better choice was that one of the parts we looked up before we came to her house was no longer available from Viking. Imagine if we repaired one problem and then a month later another problem occurred and it needed the part that was no longer available. I cannot imagine the language Miss *** would use then.In closing, I would also like to mention that Miss *** called me "an *** service manager" according to Stacy A***, my customer service representative who picked up the phone when Miss *** called back. .I hope the Revdex.com does not take umbrage at me using the poetic language that Miss *** used but it shows clearly the true nature of the person I and my service technicians were dealing with.Sincerely,David B***President
Dear Sir or Madam: I have reviewed the Mr***'s response and have the following observation. Mr*** has changed his complaint, as his original statement was "no where on the contract does it say anything about returns..." Now, he is admitting that he cancelled his contract and is subject a restocking fee because it does in fact state that on his contractA restocking fee amount or percentage is not listed on his receipt/contract as restocking fees charged to our store vary by manufacturer or distributor and we pass them through to our customer. As stated before, we have been selling and installing floors for over years and recommend that our customers have a box or two of material after the job is completedIn this business, no project is a one-time project, and as accidents happen, additional' material may be needed in the futureThe additional boxes of material can then be used if there is ever damage to the existing floor and/or parts of the floor need to be replacedIf customers do not have this additional material, we are not able, to obtain an exact match, as different dye lots are used in the manufacturing process. If you should have any.questions or need additional information, please do not hesitate to contact my office. Sincerely, *** ***
Let's begin with background of this service call On August 31, Complete Appliance received a phone call from Mrs*** requesting service on three appliances in her home It was for a dishwasher, a built in Cook top and a washing machine Mrs*** wrote a check for $which includes the following: Diagnostic charge on her cook top $plus tax = $$ The technician was told to hold off on putting part in for later date Diagnostic charge on her washer $which was not paid It needed a new valve and they approved ordering the valve, which we now have if they want to do the repair Diagnostic charge and a rotor cost + $plus tax = $ We had offered to refund the ***'s for the part since the part, according to Mrs***, was not the right oneThe rotor was ordered for them based on the model number provided to us by the customer The model they gave us was different than the actual model and according to them the part we sold them would not fit.We would be willing to get the part back and refund the customer for $ Up till now we have not heard from them I do not know what else we can do at this point A scanned copies of service tickets are in a separate email to you attention now.This whole fiasco could have been avoided with a simple phone call I did talk to Mrs*** once and I told her we would refund the money for the part as long as the part was still new even if the box was opened *** ***PresidentComplete Appliance Service
Initial Business Response /* (1000, 8, 2015/10/07) */
Hello Berenice, Re-guarding case# XXXXXXXX' I have talked with the customer on this complaint, she has agreed to have the salesman come back to her house and resolve this problemOur main Goal is to have a satisfied Customerwe will be
contacting her with in the hrsplease let me know if we need to do anything else!
Thank~You! *** ***
Robinson's Flooring
Initial Consumer Rebuttal /* (2000, 10, 2015/10/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As usual there are two sides to every story. First I never said I could not guarantee if the failure was due to a defective part or my service personnel. I said we warranty our service call and labor for thirty days and the part for ninety days. The failure occurred one
year and six weeks after the repair was completed. I suggested to his mother about two weeks ago that she call Maytag to see if they would extend the warranty on her part or possibly send her a new partno charge. Maytag has deigned not to do that. It is patently absurd for us to be responsible for a repair ad infinitum when the manufacture of the product, Maytag, only guarantees its parts for ninety days. Are we morally obligated to do more? it should also be noted that the part we installed is constantly displaying the time. Thus, even f the oven was only used two times a year ( really?) the display was on the whole time, indicating that the part was installed correctly.I am sorry the problem reoccurred but it was not due to our malfeasance or neglect. I wish Maytag would have stepped up to the plate and done something for the customer. Incidentally we gave *** *** a written estimate, which she signed before we did the repair. I believe this is the person involved in this issue since we have never done any repairs for *** *** ** *** *** *** *** *** * *** ** *** *** *** *** ** *** ** *** ***. David B***President
We said what we had to say on our first response. The issue was he called because his refer was not cooling. It was not cooling when we came to his house and it was not cooling when we left. The unit had a stuck valve which is part of the sealed system. it is wonderful that it self repaired itself, the question is for how long?
At this point we wish this customer to pursue the matter with the extended warranty company from whom she bought the service contract They were the one who could have assigned her to other choices of subcontractor We are not the only game in town We have been in the business for over fifty years and in good standing with Revdex.com.! If we were the kind of company she said we were we would not still be in business She is barking up the wrong tree May we advise Ms*** to air her frustration with Assurant No apology is due from us If anything, she owes me and my staff an apology for saying that "my company does not want to do warranty work because we just want to rip people off on non warranty repair" It is a true form of defamation We will not be responding to any further correspondence regarding this matter We need to use our precious time to take care of customers who both need and appreciate our service.Have a good day.David Borsani
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Bo, the tech, told me that it was leaking freonI said I did not smell it, his response was "it has to be at a higher temp to smell it"He said it was a sealed system and would cost about $to repairHe also told me he could order the parts to fix it if I chose t have him do itHis suggeston was to buy a new refredgeraterI would not have done so if I thought my old one would return to serviceAs far as them telling me to contact *** and talk to them about it, I think that mabe Bo should have done thatI was told that Bo knew ***s like the the back of his handThe receipt that was given to me had additional copy on itIf the above information does not suggest a Misdiagnosis then I don't know what doesIf I get a refund or not (and obviously I will not), at least I will know better than to have any future contact with the firm
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
He is not telling you the truth, my appt was made at the beginning of Novand I had to wait two weeks for them to come to repair the fridgeThis would have been the second timeMy appt was scheduled for Novbetween 8-No one called to verify or show upI never changed or cancelled my appt with themThe secreaptery told me complete appl changed itAnd she didn't know they never told me so I asked to talk to the supervisorWho in turn could care less for my inconvenience or the loss of food two timesHe just didn't want to take care of me because I have a warranty and prefers people he could rip off for a lot of moneyI don't not accept this as resolved and he should not be able to get away with treating people this way and then lie.Regards, *** ***
We stand by what we said No further resolution
I have attached two scanned documents of Dr*** ***s check # *** given to our technician on August 4th by Ms*** ***. In a separate email a scanned copy of the service order that Ms*** *** called us for. Thank you for your attention. David CB***
***
Subject: Case ID # ***The attached is a copy of the service ticket ordered by Ms*** ***for the repair on her Viking Vent system.Thank you very much for your attention to this matter.David CB***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The repair took about minutesI ran hot water in the tub and let soak for about minutes, this loosened the scale which was dry soap residueOnce softened, wiped and scraped it off and removed the broken rotorTried to replace the rotor with the new rotor sold to me by the repairman however it was the wrong partI removed the rotor from the lower unit and installed it in the upper unit and it is working fineOrdered a new rotor for the lower unit onlineTotal time to repair to minutesUnfortunately was told by the repairman that if I opened the box of the rotor he left, it is not returnable
Regards,
*** ***
Dear Sir or Madam: I have reviewed the complaint with the flooring professinal, *** ***, and disagree with Mr***'s grievances. For this job Mr*** provided us with his own measurements, which we used to complete his orderTherefore, he is the one responsible for
ordering more material than was needed for his projectAs we have an offsite warehouse with inventory, every order we make is not a special order, and the words "Special Order" were clearly written on his contractFurthermore, the contract states, "cancellation of special orders are subject to a restocking fee"Mr*** is essentially cancelling two boxes of his "special order," which are in fact subject to a restocking fee and would negate any credit or refund due to him. time project, and as accidents happen, additional material may be needed in the future.The additional boxes of material can then be used if there is ever damage to the existing floor and / or parts of the floor need to be replacedIf customers do not have this additional material, we are not able to obtain an exact match, as different dye slots are used in the manufacturing process. If you should have any questions or need additional information, please do not hesitate to contact my office
I TALKED TO B*** ABOUT WHAT HE FOUND ON THE DISHWASHER. HE HAS NEVER SEEN A DISHWASHER SO FILLED WITH SCALE FRRM MINERAL DEPOSITS IN ALL HIS THIRTY PLUS YEARS OF SERVICE. NORMALLY THE ROTOR IS REMOVED BY SIMPLY ROTATING THE ROTOR ABOUT ONE QUARTER TURN AND IT LIFTS RIGHT OUT.
WHEN HE TRIED TO ROTATE THE ROTOR THE UPPER PARTS SEPARATED FROM THE LOWER PART OF THE ROTOR. THIS WAS NOT DUE TO MALFEASNACE ON OUR PART BUT RATHER THE EFFECT THE MINERALS HAVE HAD ON THE PART. B*** SHOWED THE BROKEN PART TO MRS***; POSSBILY SHE DID NOT UNDERSTAND IT WAS BROKEN. I WANT TO ASSURE THE Revdex.com AS WELL AS THE MRS*** THAT WE DID NOT USE UNDUE FORCE ON THE PART. IT JUST BROKE BY THE SIMPLE PROCESS OF TRYING TO ROTATE THE PART. MINERALS AND HEAT CAN UNDERMINE THE BEST MADE PRODUCTS AND PARTS. I AM SURE IF THIS PART WAS SENT TO *** THEY WOULD FIND THAT THE PART DETERIORATED FROM THE ENVIRONMENT IT WAS OPERATING IN.I THINK THE BEST THING TO BE DONE IS FOR THE ***S TO RETURN THE PART AND BUY A NEW DISHWASHER OR TRY WHATEVER PRODUCT THEY WANT TO USE TO DESCALE THE DISHWASHER AND THEN SEE IF THEY CAN INSTALL THE NEW ROTOR.IN REGARDS TO THE OTHER APPLIANCES WE DID A DIAGNOSIS ON EACH. THE WASHER NEEDS A PART AND THE PART IS ON ORDER THE OTHER UNIT SHE CHOSE WISELY NOT TO REPAIR DUE TO THE HIGH COST OF REPAIR. SADLY WE HAVE TO CHARGE TO DO WORK. IT IS IMPOSSBILE TO SEND A $30,TRUCK FILLED WITH $10,IN PARTS AND PAY A TECHNICIAN WITHOUT CHARGING FOR THE OUR SERVICES. INCIDETNALLY, WE LOOKED OVER ALL THREE OF HER CALLS BEFORE WE CAME TO HER HOUSE IN ORDER TO PRE-QUALIFY THE CALLS FOR PARTS. WE HAD THE PART FOR THE DISHWASHER BUT WE DID NOT HAVE THE PART FOR THE WASHER DUE TO THE FACT THAT MRS*** DID NOT CALL BACK THE MODEL NUMBER TO US. HOWEVER WE DID PULL ALL THE WATER VALVES WE HAD IN STOCK BUT THEY WERE CORRECT PART FOR HER MODEL.. WE COULD NOT PRE-DAIGNOSE THE RANGE TOP DUE TO A INCOMPLETE MODEL AND NOT BEING SURE WHAT MIGHT BE NEEDED BASED ON THE COMPLAINT. I DO NOT FEEL WE DID ANYTHING WRONG AND I WISH THE ***S HAD CALLED OUR OFFICE. OUR OFFICE IS ONLY FIFTEEN MINUTES FROM THEIR HOUSE AND OUR PHONE ARE ON FROM 8:00AM TO 5:30PM.SINCERELY,*** ***PRESIDENT
The technician who told this customer that the compressor was bad has been doing repairs for over thirty years. If he has nay tattoos he must keep them well hidden. I have never seen any tattoo on any part of his body. The compressor was growling and it was not running when he
arrived.. The refrigerator was not cooling at the time we arrived and I am sure this customer will not dispute this fact. We also had two technicians at the home, one was a trainee and both confirmed the unit was not cooling at the time of arrival and the compressor was making a growling noise and would not start. if you have done enough repairs you can tell a bad compressor just by the sound and you do not have to take the whole refrigerator apart to know a bad compressor when you hear one. This customer plainly did not like the fact that my technician was able to diagnose the problem without taking the unit apart. This was his big issue.. It is just like the story of plumber coming into a home and fixing a boiler by just rapping it with a hammer. he give the customer a bill for $When questioned why so much when he was only there twenty minutes he says $for the time in the home and $for the knowledge of where to hit the broiler to make it work. The same applies to our knowledge and skills even though this customer does not appreciate them.This customer neglected to tell the Bureau that he gave us a bad credit card #. It was only when we made repeated calls to his home explaining the consequences of not paying his bill that he finally came into our store and made a big scene. I have four employees who witnessed his behavior. I finally had to tell him that if he did not leave I was going to call the police.He also threatened to make a UTUBE video of the broken refrigerator and embarrass us publicly.It is very unusual but a compressor that is locked can unlock itself by the bouncing around as a product is moved. The customer cannot deny that the refrigerator was not cooling when we arrived nor was the compressor running. End of story. There is nothing we can do for this customer. He is already on our do not service list
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
My experience with Complete Appliance and others who have written almost identical reviews online should paint a clear picture on how this company is operating a dishonest businessYou can find these reviews on Complete Appliances Google and Yelp pages to corroborate the exact same experience I hadHow are strangers all having the same experience with the same company, not a coincidenceI hired Complete appliance to run a full diagnostic on my appliance to figure out the issue and a solution for repairThey neither performed a diagnostic or recommended a repairThey told me I would have to schedule another appointment for them to come remove the appliance, take it to their shop, and potentially face very expensive chargesThe technician told me I'd be better off buying a new oneI already took a day off work, that is a sunk cost for me and a vacation day I don' t get backThey had two repair men with themI asked them if they could take the appliance that day, they refused, I'm assuming out of lazinessI don't know how long they spent in my driveway, but they spent no longer than minutes looking at my applianceJust looking at my appliance, they never took out a tool or made any attempt to diagnoseI did not pay Complete Appliance to come to my house to just "look" at my appliance and tell me what I already knew, that the appliance was broken!I hired *** Appliance for a second opinionThey told me they receive lots of clients, like me, who had negative experiences with Complete ApplianceThe technician who came to my house even use to work for Complete Appliance and had less than flattering things to say about them*** Appliance only took minutes to take apart my appliance to diagnosis the problem, and they even got it to temporarily work to prove it was fixableI paid them $(not $- my mistake, I didn't have my receipt in front of me), to do what I initially paid Complete Appliance to doDiagnosis and repairIf I have a balance to pay *** Appliance, that is news to meThey have only asked me for $I'm more than happy to settle up my balance, since they actually provided a service to me.Complete Appliance is running a business where they collect $increments to give consumers false/misleading information without completing any actual workAgain, this is evident by their reviewsThere are numerous reviews of consumers getting the same serviceA technician shows up, spends minutes looking at the appliance, does nothing and collects $No one gets paid to do nothingI work in a service business, and we would not get paid to go to a customers business to tell them what they already knewIf they want to be paid for diagnosing an issues, they must go through the steps to diagnose a problem and give a customer a solutionThey knew what kind of appliance they were going to seeIf they knew based on the age and size of the appliance they would want to take it to the shop, why didn't they plan the proper crew who could remove the appliance that dayObviously, the appliance didn't need to be removed or taken to a shop, because *** Appliance was able to do what they weren't, where the appliance was locatedThe only difference I can amass is *** Appliances' technicians were motivated to do their job, and Complete Appliance's technician didn't want to be bothered.I canceled the check for services not renderedThat is a legitimate reason to cancel a checkThe services I paid for, diagnostic work, were not rendered, hence no payment should be expectedI had to pay another company to do what I paid Complete Appliance to doWhy should I pay twice?Complete Appliance expected me to pay them and give up, probably buy a new appliance, based on what their technician told meA new Viking down draft can cost over $Since the interaction, they have used intimidation to try to collect $97, for a service they didn't provideAppliance repair is straight forward, not a subjective field with room for interpretationI have never had a repair company charge me for an appliance they truly couldn't diagnose.MrB*** can say whatever he likes about my character or dispositionHe can call me a liarHis response to my complaint clearly highlights his unprofessional characterI would ask the Revdex.com to look into their business practices a little deeperIn our day of immediate customer feedback and online reviews, the negative reputation they have online should be enough to raise some red flagsComplete Appliance has had complaints on Revdex.com website alone! They will continue to scam consumers, and I'm sure I will not be the last complaint you receive.I will not pay Complete Appliance $for simply coming to my home and taking up my day to tell me my appliance was broken, and I should probably just buy a new oneI asked MrB*** on the phone why he feels as though his company earned $100, and he has yet to answer my questions.Thank you for looking into this matter further.*** ***
I hardly know where to begin my response. I talked to the technician who was at her home and he categorically denied throwing anything at Mrs***. He said she was constantly crowding him while he was working. At one point he removed a pan that was dripping water and
to prevent the water from dripping onto the electrical board he quickly handed it Mrs***. If she had not been crowding him I guess this never would have been construed by her as "an assult". In fact if she had been on the other side of the kitchen as she told me she never would have been near him and he could not have handed the pan to her. Mrs. *** has made a big thing about her telling him what was wrong with the refrigerator. If my technicians merely did what the customer told us to do to repair their appliances there would be a lot of unrepaired appliances.. This technician took the time to call GE from the home to discuss what symptoms he found. He concluded after a one hour visit that the refrigerator needed the fan motor to complete the repair. Mrs*** declined to have the repair done.If you read her complaint it is filled with holes. How could she hear my technician get short with the technical help expert while he was in the truck talking to the technical expert? Does that mean she was standing outside next to the truck while he was in the truck talking to the techline? The technician said the working conditions in her home were very difficult. He had difficult moving around due to all the objects that were in the kitchen. In fact he had difficulty just getting in the door to get to the refrigerator due to all the items in his wayit was a very trying experience and he requested as soon as he was in his truck and away from her to never be sent to her home againImagine this coming from a technician who does ten calls a day five days a weekit says a lot about the customerI talked to Mrs*** and her vituperative attitude evidenced during our conversation helped me understand her true nature. I offered to come over to her house with my lead technician to look over the working conditions and she went off the deep end. She even threatened to go to the police to file a report.We always treat customers right and that can mean we do not agree with them when they are wrong. Some people are just down right difficult to deal with and that does not make them right or mistreated. It can make for trying circumstances for the technician. It should be noted that we are working in people's homes where they think they are kings. I could go on but it would be uselessWe have put Mrs*** on our preferred list. We prefer she call someone. She is on our permanent do not service list which takes a lot of effort by a customer to get on. I am sorry we cashed her check. The person who handles the check cashing is not a customer service representative so the check went right to the bank once the paperwork came into our office. We will be sending Mrs*** a refund and wipe the slate clean.Sincerely,*** ***President
I found Ms***’s complaint and accusations unfounded and contrite. First of all when she called and spoke to my employee, Stacy, we could all hear her screaming on the phone demanding an email receipt right away. As Stacy tried to explain to her the report would not be available until
the technician turns his work in the next day. The fact is that our company handles over customers a day with twice as much incoming phone call from customersThus, it takes up to days to process and send email receipt/report to customers. Ms*** was not satisfied with Stacy’s explanation and accused her of being rude and unprofessional. Fortunately, I was within an earshot from her and discovered that the only thing that the technician had to repair was the light socket in her refrigerator. That’s the only item he was asked to repair. He also reported that the refrigerator was cooling fine and no other issues were found. We will report this repair to Frigidaire since it was under manufacturer warranty. It did not cost her anything at this point
She then called back and I tried to assist herThroughout the phone call from Ms*** she kept reiterating the fact that she had a legal case against Frigidaire and needed that email receipt. I was able to get in touch with my technician to verify the repair and subsequently sent her the email report
Let’s just to set the record straight. 1. I never called her a liar and I know that Stacy had to hang up on her because she just could not take her verbal abuse any longer. Stacy did advise her that she would record this phone call if she continues to scream. I can make it available for anyone to listen to. My husband and I own this business. It is registered in his name and I have equal authority to manage this business. We have been in this business for over forty years and have had a good standing with Revdex.com for yearsAs for religious bias I do not see how it could have come to play in this matter. I have a diverse work force with four different religious beliefs, i.etwo Jewish faiths, one Buddhist, one Hindu and the rest is Christian. She should apologize for accusing me of being “racist”. How could we have racism here with an Asian, an East Indian and two African Americans working here side by side daily
We live in such a litigious society and everyone has a right to pursue legal course of action. If Ms*** felt she was treated poorly she should listen to the recorded phone call she had with usShe treated us with such unruly behaviorThere is time that we have to stop this kind of verbal abuse and emotional outburst
I regret for this to happen. It was time consuming for all of us and I wish Ms*** the best in obtaining repair service from other companies in the future
Sincerely,
Julie B***ManagerComplete Appliance Service, Inc
This was a third party contract situation. We ran a service call on 9-22-and did not find any problem with the refrigerator. The temperature at the time we checked it was degrees. A second call was dispatched to us on 11-and was scheduled for 11-17. One of our
customer service agents changed the date to 11-20. We have not been able to find out why. She could not remember why she changed the date but the date was changed on 11-16-15. Mrs*** called Tuesday morning furious that we were not coming out. After being verbally beat up for about five minutes I simply told her were not able to come out on 11-17 and that I would call her contract company and have another provide do her call. We are short of technicians and just cannot turn on a dime and send someone out to a customer home on such short notice. On Monday were already booking new calls into the following week. We are also at a point that are not putting up with unruly customers. I could have done better if I had been treated more kindly but getting someone out on Tuesday was just not feasible since her call came in late in the morning, if I remember properly.The appliance repair industry is facing a tipping point. Up until five or ten years ago ninety to one hundred per cent of our customers called us directly for service. Now over fifty per cent of calls are dispatched through third party contract companies. Mistakes happen all the time and we are not able to deal directly with the customer to find out the problem and schedule the call. The third party contract companies often schedules calls based on "availability" that often does not exist in the area where the call is. This leads to customer disappointmentand unhappy customers. Some handle this situation better than others. Mrs*** was obviously frustrated with her long wait time and she then vented on my staff first and then me. I am sorry we could not accommodate her needs. If anyone knows of any good technicians we are hiring.David BorsaniPresident
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
*** *** was a difficult customer from the very first words that she spoke. My conversation with her started out with her saying and I quote: " I just gave your serviceman a *** check for $and he was only here for forty seconds" I was quite shocked at such language
and I quickly checked our GPS and it showed our service truck was parked at her home for twenty minutes. I said if he was only there for forty five seconds why does my GPS show twenty minutes? She then said she had an electrician in the house who could verify what she said. I asked to speak to him and I asked him how long the techs were in the home. He replied and I quote: " Fifteen minutes." How can fifteen minutes be forty five seconds? Misrepresentation number one. The rest of my conversation was a comedy of shouts by her and misrepresentation of the facts. She claimed my technicians could have removed the vent unit by removing two screws. I just wish it was that *** to do. She did not understand that the cooktop usually has to be removed before removing the vent unit. It was soon evident to me that she was bound and determined to win and nothing I could say would change anything.*** was unhappy with our service and told me she was putting a stop payment on her check. Unbeknownst to me the check was written on a Dr*** ***s account at a different address. It is against Ohio law section to put a stop payment on checks. We sent a letter Dr*** *** to let him know about the violation.I talked to *** Appliance and again we caught Miss *** in a second misrepresentation of the facts. The repair has not been completed According to ***, the owner of *** Appliance, there is a part number PSon order to do the repair. The part alone cost $187. How could *** have repaired it for $180? Our technician felt the best approach on this repair due to the age of the unit would be to pull the unit and bring it into our service center for repair. Once we have the unit in the store we can look it over very carefully for other possible problems before we did a repair that may come back to haunt us. He did think that replacement might be the best choice due the age of the unit and he told her she had thirty days to think it over. One of the reasons he thought replacement might be a better choice was that one of the parts we looked up before we came to her house was no longer available from Viking. Imagine if we repaired one problem and then a month later another problem occurred and it needed the part that was no longer available. I cannot imagine the language Miss *** would use then.In closing, I would also like to mention that Miss *** called me "an *** service manager" according to Stacy A***, my customer service representative who picked up the phone when Miss *** called back. .I hope the Revdex.com does not take umbrage at me using the poetic language that Miss *** used but it shows clearly the true nature of the person I and my service technicians were dealing with.Sincerely,David B***President
Dear Sir or Madam: I have reviewed the Mr***'s response and have the following observation. Mr*** has changed his complaint, as his original statement was "no where on the contract does it say anything about returns..." Now, he is admitting that he cancelled his contract and is subject a restocking fee because it does in fact state that on his contractA restocking fee amount or percentage is not listed on his receipt/contract as restocking fees charged to our store vary by manufacturer or distributor and we pass them through to our customer. As stated before, we have been selling and installing floors for over years and recommend that our customers have a box or two of material after the job is completedIn this business, no project is a one-time project, and as accidents happen, additional' material may be needed in the futureThe additional boxes of material can then be used if there is ever damage to the existing floor and/or parts of the floor need to be replacedIf customers do not have this additional material, we are not able, to obtain an exact match, as different dye lots are used in the manufacturing process. If you should have any.questions or need additional information, please do not hesitate to contact my office. Sincerely, *** ***
Let's begin with background of this service call On August 31, Complete Appliance received a phone call from Mrs*** requesting service on three appliances in her home It was for a dishwasher, a built in Cook top and a washing machine Mrs*** wrote a check for $which includes the following: Diagnostic charge on her cook top $plus tax = $$ The technician was told to hold off on putting part in for later date Diagnostic charge on her washer $which was not paid It needed a new valve and they approved ordering the valve, which we now have if they want to do the repair Diagnostic charge and a rotor cost + $plus tax = $ We had offered to refund the ***'s for the part since the part, according to Mrs***, was not the right oneThe rotor was ordered for them based on the model number provided to us by the customer The model they gave us was different than the actual model and according to them the part we sold them would not fit.We would be willing to get the part back and refund the customer for $ Up till now we have not heard from them I do not know what else we can do at this point A scanned copies of service tickets are in a separate email to you attention now.This whole fiasco could have been avoided with a simple phone call I did talk to Mrs*** once and I told her we would refund the money for the part as long as the part was still new even if the box was opened *** ***PresidentComplete Appliance Service
Initial Business Response /* (1000, 8, 2015/10/07) */
Hello Berenice, Re-guarding case# XXXXXXXX' I have talked with the customer on this complaint, she has agreed to have the salesman come back to her house and resolve this problemOur main Goal is to have a satisfied Customerwe will be
contacting her with in the hrsplease let me know if we need to do anything else!
Thank~You! *** ***
Robinson's Flooring
Initial Consumer Rebuttal /* (2000, 10, 2015/10/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As usual there are two sides to every story. First I never said I could not guarantee if the failure was due to a defective part or my service personnel. I said we warranty our service call and labor for thirty days and the part for ninety days. The failure occurred one
year and six weeks after the repair was completed. I suggested to his mother about two weeks ago that she call Maytag to see if they would extend the warranty on her part or possibly send her a new partno charge. Maytag has deigned not to do that. It is patently absurd for us to be responsible for a repair ad infinitum when the manufacture of the product, Maytag, only guarantees its parts for ninety days. Are we morally obligated to do more? it should also be noted that the part we installed is constantly displaying the time. Thus, even f the oven was only used two times a year ( really?) the display was on the whole time, indicating that the part was installed correctly.I am sorry the problem reoccurred but it was not due to our malfeasance or neglect. I wish Maytag would have stepped up to the plate and done something for the customer. Incidentally we gave *** *** a written estimate, which she signed before we did the repair. I believe this is the person involved in this issue since we have never done any repairs for *** *** ** *** *** *** *** *** * *** ** *** *** *** *** ** *** ** *** ***. David B***President
We said what we had to say on our first response. The issue was he called because his refer was not cooling. It was not cooling when we came to his house and it was not cooling when we left. The unit had a stuck valve which is part of the sealed system. it is wonderful that it self repaired itself, the question is for how long?