Saint Louis Appliance Repair Group

During the disassembling and repair process of an appliance our technicians are required to remove bolts, screws, brackets and retainers Many circumstances beyond the control of any technician cause these items to break during removal such as age deterioration, corrosion, and initial over tightening during the manufacturing process to name a few Each technician exercises great care to prevent breakage from happening but in some instances there is no way to avoid or predict the occurrence Because breakage cannot be avoided in those rear occasions the cost of the broken part is added to the cost of the overall repair of the product Many appliance service providers assess additional MISC MATERIALS fees on all repairs hoping to assist in recovering incidental parts breakage Because our technicians have such a very low breakage percentage we don’t charge that fee, instead we charge only when the unavoidable happens On occasion our technicians do make mistakes resulting in damage, in those instances my company takes care of the problem In this instance the bolt breakage was not caused by any lack of care or abuse but instead the bolt was in a weakened state and broken in the simple act of attempting to remove itI’m certainly sorry this happen during the repair of Ms [redacted] ’s hood, but unavoidable part breakage is a potential portion of any repair Should you have any further questions or comments please contact me directly at [redacted] Best Regards [redacted]

Tell us why hereTo: Revdex.com Thank you for making me aware of Ms***’s concern and request. I believe it is of utmost importance that the information provided is represented in the correct sequence to understand the work which was requested of StLouis Appliance Repair
On August our technician *** made the first visit to the ***’s; their dryer would not turn on. During this visit *** noted that a towel had fallen out of the drum and began to burn, this was caused by a set of damaged Drum Rollers. *** also identified the Timer was failing, and reported to the ***’s that this and other parts were no longer available from the manufacturer. At the completion of our diagnostic visit we collected $for our Service Call. All this information was documented and reported to Ms*** as well as emailed at the completion of our first Service Call. On August 8th we were requested by the ***’s to replace the rollers on the dryer. On August 11th we followed their request and our technician *** installed the rollers at a cost of $204.46. On August 16th the ***’s contacted our office concerned of a burning odor, we dispatched our technician *** to review the concern. He found an excessive level of lint had collected in the dryer caused by a worn Drum Felt Seal, the odor was coming from the heated lint collection. Like other parts in the dryer the Drum Felt Seal is no longer available. Reinstalling the damaged Seal in the dryer would have caused additional repair issues so it was not left offDuring this repair a minor gas leak in the dryer occurred from a loose component, that leak was immediately corrected and no further gas odor was detected. *** tested all gas connections in and leading to the dryer to insure the gas leak was remedied. No secondary contractors were needed to verify the leak was resolved other than to satisfy the ***’s. We charged an additional $to remove the lint collection August 31st at the ***’s request we returned to residence to take photos and inspect the dryer for any repair concerns. Ms*** prohibited our technician *** from turning the gas on for testing purposes and further inspection. We found no additional concerns other then what had been previously reported. No fees were charged. As you have read, our company has responded to the ***’s request for both service and inspection, we have provided the information they needed to make their decisions. The lack parts availability was known by the ***’s prior to providing their requested repairs. If you have further questions or concerns please contact me at *** or ***@stlappliancerepair.com Best Regards*** ***

Contact Name and Title: [redacted] PRESIDENT
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@SBCGLOBAL.NET
In regards to this complaint, more than 14 months have passed since my company responded to Mr. [redacted]'s request for service on two of his home appliances. On June 4, 2014 Mr. [redacted]...

requested my company review the problems he was experiencing with his Sub-Zero ice machine and his Gaggenau cooktop both luxury brand appliances. Mr. [redacted] was provided cost of our services at the time he requested service, our diagnostic service visit is $97.50 for the first appliance and $35.00 for each appliance in addition to the first. Mr. [redacted] agreed to the initial charges and scheduled our company to review his appliance the following day, 6/5/2014.
The complaint on the Ice machine was " IT ISN'T MAKING ICE". Upon arrival our technician found the Sub-Zero icemaker was not producing ice as a result of a faulty valve and curtain. The estimate of repair was $457.85. Mr. [redacted] declined the repair of this appliance.
Upon review of the second appliance, the Gaggenau cooktop, Mr. [redacted] requested that we "Check Burner Connections". Based on the conditions our technician found, he needed to reconnect and tighten the connections at the burner valves. Once completed he tested the cooktop for proper burner function. He found no additional problems during the testing period. This repair work was beyond the scope of the initial diagnostic service so Mr. [redacted] was charged a nominal fee of $29.95 in addition to the $35.00 associated with a second appliance diagnostic fee.
Overall Mr. [redacted] expended $162.45 for the diagnosis of two appliances and the repair of one appliance. The ice machine was never repaired and the cooktop received only minor corrections. There has been no further service request or complaints from Mr. [redacted] regarding his Gaggenau cooktop or his Sub-Zero ice machine which would lead me to believe we satisfied his concerns at the time of service.
Given the time which has elapsed between our last visit and today's complaint, it is highly likely the conditions of the appliances have changed. To ensure no additional damage have occurred, another diagnostic visit would be required.
Since the last 14 months have happened without contact from Mr. [redacted] I would understand he has been satisfied with our work. There is no compelling reason for reimbursement since he received the work he paid for on the cooktop and opted not to proceed with the addition work on the ice machine.
Should you have any questions please feel free to call me directly at XXX-XXX-XXXX

During the disassembling and repair process of an appliance our technicians are required to remove bolts, screws, brackets and retainers.  Many circumstances beyond the control of any technician cause these items to break during removal such as age deterioration, corrosion, and initial over...

tightening during the manufacturing process to name a few.  Each technician exercises great care to prevent breakage from happening but in some instances there is no way to avoid or predict the occurrence.   Because breakage cannot be avoided in those rear occasions the cost of the broken part is added to the cost of the overall repair of the product.     Many appliance service providers assess additional MISC MATERIALS fees on all repairs hoping to assist in recovering incidental parts breakage.  Because our technicians have such a very low breakage percentage we don’t charge that fee, instead we charge only when the unavoidable happens.   On occasion our technicians do make mistakes resulting in damage, in those instances my company takes care of the problem.  In this instance the bolt breakage was not caused by any lack of care or abuse but instead the bolt was in a weakened state and broken in the simple act of attempting to remove it. I’m certainly sorry this happen during the repair of Ms [redacted]’s hood,  but unavoidable part breakage is a potential portion of any repair.  Should you have any further questions or comments please contact me directly at [redacted] Best Regards[redacted]

Initial Business Response /* (1000, 5, 2015/12/28) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@SBCGLOBAL.NET
In regards to Mr. [redacted]'s concerns, I regret our technician was unable to permanently resolve his microwaves problems. As Mr. [redacted]...

reports each time the technician made repairs the unit worked for a short period of time but later failed. In reference to the damage to the range being associated to our company. During his work in removing the microwave, the tech completely covered the range top surface and its control panel with a thick moving blanket, then used a Microwave Lift to lower the microwave down to repair it and then raise it back to its position. At no time did the microwave, the microwave lift or any tools touch the area Mr. [redacted] believes our technician damaged.
I realize our technician worked in that area but he protected the product each and every time by using a thick moving blanket to prevent such concerns. Since this is a matter where each party feels they are right in their claim, I will offer to supply the control panel to Mr. [redacted] at our cost, which is $45.41 plus tax of $3.61. The normal retail price is $87.62 and tax of $6.99. I could have this part shipped directly to the [redacted]'s home if they choose.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Our microwave did not work each time repairs were made- only the last 2 visits. Actually, it worked when he came the first time, but worked only twice after that. It did not work at all when Lowes agreed to replace it. Also, our stove was not damaged in any way before their technician [redacted] attempted to repair our Microwave. We know that he damaged it and is just denying it. He proved to us multiple times that he did not know what he was doing, while taking almost a month to turn a simple door switch replacement into a complete replacement on a dead microwave.