[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me
However, I disagree with the response but do not want to spend any more time on this issue
From: Houston Katy Appliance RepairSent: Saturday, December 12, 2015 10:55 PMTo: drteamSubject: Official Reply to...
Complaint ID [redacted] Dear Revdex.com of Houston: We are in receipt of Mr. [redacted]’s complaint filed with your office under ID [redacted]. Mr. [redacted] has left out of his complaint numerous salient facts that once shared will show we went above and beyond what we had to in order to provide Mr. [redacted] with excellent service. First, Mr. [redacted] called our office asking for help, yet he was vague in his initial request. After asking some probing questions, Mr. [redacted] said that he paid [redacted] Appliance Repair $90.00 to come out and diagnose his dryer’s gas smell issue. He indicated they believed his entire gas valve assembly housing needed to be replaced at a cost of well over $400.00. That was the reason he phoned us. After our initial discussion, I told Mr. [redacted] how we work and we need to make our own independent diagnostic decision as to what we discover is his problem, and that diagnostic & service call fee is $59.95. Mr. [redacted] stated that he did not want to pay another diagnostic fee, even though we are approx. 33% less than [redacted], and he thought himself [redacted] may be incorrect and just trying to bill him a large sum of unnecessary money. I then told Mr. [redacted] that if he doesn’t want to pay us to give him a second opinion, he was handicapping us in terms of giving him the most accurate advice, as well as he was handicapping himself. He then asked what “usually is it?” I explained to him that the majority of the time the moving parts inside the assembly housing called gas coils can go out as the metal housing frame the gas coils sit in never needs replacing usually as it’s like a cast iron or aluminum housing. I said since he wants to try to save his dryer on the cheap we can try replacing the gas coils and see if the gas leak ceases. BUT, I explained to Mr. [redacted] that since he was not allowing any diagnosis on his dryer, he was NOT going to get any sort of a warranty from us as we are simply working behind [redacted] diagnosis. He agreed to a price of $225.00 PLUS tax to replace the coils. (This is what this customer indicated he wanted to pay us for – replacing those gas coils exclusively) It’s important to note that I also asked Mr. [redacted] if there was any other issues with his dryer we needed to know about and he said “No.” I arrived Sunday evening for my first of three visits to his home. Mr. [redacted] refused to allow me to even turn his dryer on at this time and said he was afraid his house may blow up. I explained to him there is not enough gas to anywhere near allow that to occur. (At this point we should have told Mr. [redacted] to call another service if he was going to be in charge of running the repair, but we didn’t as we really tried to please this customer.) Then his wife came in and asked where our gas sniffer was like the gas company came out with. I explained once again that that was unnecessary but they insisted we have a gas sniffer device on site like the gas utility. At this point I just relented and said “OK, I’ll come back with our electronic gas detector” even though this is NEVER a standard practice for any appliance repair company or professional. Upon my return a couple of days later when they were available, I took their entire dryer apart, vacuumed every bit of lint out of it, replaced the moving parts which are the two gas coils, and then reassembled the dryer in their very small and cramped laundry room. Upon then starting the dryer, the control panel which sends voltage signals down to the various components only responded intermittently and only after depressing the start button approx. 10 times. The dryer then started and NO gas smell was detected. After it started running initially, it also became immediately apparent that the suspension system of their now 10 year old dryer vibrated excessively, which is indicative of an old dryer that has worn out suspension. After running for a while, the heat stopped being produced. Since this was my 2nd trip out and it was nearly 8:00 PM, I told them it needed to be disassembled again to see what has happened. On my third visit, I arrived the next day with my technician Alex and we disassembled Mr. [redacted]’s dryer again. What we found was the wire connector had fallen off the contact blade, I’m sure due to the excessive vibrations created by the failing suspension system. We reattached the wire connector and then firmly crimped it so that it could not possibly come off again. We reassembled the dryer and prepared to initialize the start feature. My service technician Alex pressed the start button on the dryer and NOTHING happened. My technician then looked at me and said “his control panel is also going out on this thing.” I replied I know as I had the same problem the day I installed the gas coils. In any event, Mr. [redacted]’s dryer started (after approx.. 10 more attempts at pressing Start), it produced heat and there was NO gas smell, odor or indication on the electronic gas sniffing device. We thanked Mr. [redacted] and collected on now the 3rd trip our service fee LESS $54.56, as now Mr. [redacted] sprung on us that he did not want to pay even what we had agreed to initially over the telephone the first day he called and we spoke. He said he simply felt it was only worth about $189.00! At this point, even though we delivered excellent service to Mr. [redacted], not to mention we went out of our way to accommodate their desire to see a gas sniffer on the job like the gas utility goes around with, he then insisted that we essentially take a haircut of approx. $54.56, and even after we saved him several hundreds of dollars as [redacted] quoted him over $400.00! At this point, I told Mr. [redacted] if that’s what he wanted to do, we’ll take it and just go, which we did. It’s important to also note that contrary to what Mr. [redacted] stated in his complaint, he did NOT contact me just two weeks after our third and final departure. It was between FOUR & FIVE weeks later before he re-contacted me wherein he said he smelled gas again. I explained to him he had brand new gas coils installed and tested in his unit and there was no way they worked perfectly for four plus weeks and then just started to fail. This design style of gas coil valve is so reliable that the industry still uses this same very design for the last 25 plus years. In other words, Mr. [redacted] does not have a “GAS” problem anymore, he does not have a “Gas coil problem” and he does not have a “gas valve problem” now. He has an input problem at his control board. If Mr. [redacted] truly smells gas now, it’s because his control board is sending errant electronic voltages to places like the coils and telling them to open when otherwise it wouldn’t. Not only did I witness this repeatedly on my second visit, but my technician witnessed on our third call. When I explained this all to Mr. [redacted], he repeatedly denied there is anything at all wrong with his control panel on his 10 plus year old dryer, even after I told him my technician also had problems with his inputs at the control panel. And he continues to repeat this. However, this is a fact and regardless of how many times he complains, no attempt to replace anymore other components on his dryer will change this fact. Additionally, I NEVER told Mr. [redacted] he needed another item on his dryer. He asked of me what a control board costs and I told him a lot but they are NOT worth installing on a 10 plus year old dryer. That’s when he began insisting we fix his gas problem… again. In closing, Mr. [redacted] hired us to replace his gas coils in order to save himself several hundreds of dollars over [redacted]; a service he then never even paid us in full for. Additionally, because Mr. [redacted] REFUSED to pay for our diagnosis and because he hired us to replace the moving parts which were the gas coils, he was told we are NOT CONVEYING ANY WARRANTY to him as he is trying to do all of this without the benefit of our diagnosis. This is the reason Mr. [redacted] cannot produce any document indicating any sort of a warranty as he understood he was not going to receive one if he was hiring us to work behind [redacted] diagnosis and simply replace his gas coils. We believe Mr. [redacted] has multiple issues with his failing 10 plus year old dryer and we delivered to him not only what we agreed to, but we did it for even less than he originally promised to pay us for. Thank you. My best, Frank W[redacted] Service Director
[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me
However, I disagree with the response but do not want to spend any more time on this issue
From: Houston Katy Appliance RepairSent: Saturday, December 12, 2015 10:55 PMTo: drteamSubject: Official Reply to...
Complaint ID [redacted] Dear Revdex.com of Houston: We are in receipt of Mr. [redacted]’s complaint filed with your office under ID [redacted]. Mr. [redacted] has left out of his complaint numerous salient facts that once shared will show we went above and beyond what we had to in order to provide Mr. [redacted] with excellent service. First, Mr. [redacted] called our office asking for help, yet he was vague in his initial request. After asking some probing questions, Mr. [redacted] said that he paid [redacted] Appliance Repair $90.00 to come out and diagnose his dryer’s gas smell issue. He indicated they believed his entire gas valve assembly housing needed to be replaced at a cost of well over $400.00. That was the reason he phoned us. After our initial discussion, I told Mr. [redacted] how we work and we need to make our own independent diagnostic decision as to what we discover is his problem, and that diagnostic & service call fee is $59.95. Mr. [redacted] stated that he did not want to pay another diagnostic fee, even though we are approx. 33% less than [redacted], and he thought himself [redacted] may be incorrect and just trying to bill him a large sum of unnecessary money. I then told Mr. [redacted] that if he doesn’t want to pay us to give him a second opinion, he was handicapping us in terms of giving him the most accurate advice, as well as he was handicapping himself. He then asked what “usually is it?” I explained to him that the majority of the time the moving parts inside the assembly housing called gas coils can go out as the metal housing frame the gas coils sit in never needs replacing usually as it’s like a cast iron or aluminum housing. I said since he wants to try to save his dryer on the cheap we can try replacing the gas coils and see if the gas leak ceases. BUT, I explained to Mr. [redacted] that since he was not allowing any diagnosis on his dryer, he was NOT going to get any sort of a warranty from us as we are simply working behind [redacted] diagnosis. He agreed to a price of $225.00 PLUS tax to replace the coils. (This is what this customer indicated he wanted to pay us for – replacing those gas coils exclusively) It’s important to note that I also asked Mr. [redacted] if there was any other issues with his dryer we needed to know about and he said “No.” I arrived Sunday evening for my first of three visits to his home. Mr. [redacted] refused to allow me to even turn his dryer on at this time and said he was afraid his house may blow up. I explained to him there is not enough gas to anywhere near allow that to occur. (At this point we should have told Mr. [redacted] to call another service if he was going to be in charge of running the repair, but we didn’t as we really tried to please this customer.) Then his wife came in and asked where our gas sniffer was like the gas company came out with. I explained once again that that was unnecessary but they insisted we have a gas sniffer device on site like the gas utility. At this point I just relented and said “OK, I’ll come back with our electronic gas detector” even though this is NEVER a standard practice for any appliance repair company or professional. Upon my return a couple of days later when they were available, I took their entire dryer apart, vacuumed every bit of lint out of it, replaced the moving parts which are the two gas coils, and then reassembled the dryer in their very small and cramped laundry room. Upon then starting the dryer, the control panel which sends voltage signals down to the various components only responded intermittently and only after depressing the start button approx. 10 times. The dryer then started and NO gas smell was detected. After it started running initially, it also became immediately apparent that the suspension system of their now 10 year old dryer vibrated excessively, which is indicative of an old dryer that has worn out suspension. After running for a while, the heat stopped being produced. Since this was my 2nd trip out and it was nearly 8:00 PM, I told them it needed to be disassembled again to see what has happened. On my third visit, I arrived the next day with my technician Alex and we disassembled Mr. [redacted]’s dryer again. What we found was the wire connector had fallen off the contact blade, I’m sure due to the excessive vibrations created by the failing suspension system. We reattached the wire connector and then firmly crimped it so that it could not possibly come off again. We reassembled the dryer and prepared to initialize the start feature. My service technician Alex pressed the start button on the dryer and NOTHING happened. My technician then looked at me and said “his control panel is also going out on this thing.” I replied I know as I had the same problem the day I installed the gas coils. In any event, Mr. [redacted]’s dryer started (after approx.. 10 more attempts at pressing Start), it produced heat and there was NO gas smell, odor or indication on the electronic gas sniffing device. We thanked Mr. [redacted] and collected on now the 3rd trip our service fee LESS $54.56, as now Mr. [redacted] sprung on us that he did not want to pay even what we had agreed to initially over the telephone the first day he called and we spoke. He said he simply felt it was only worth about $189.00! At this point, even though we delivered excellent service to Mr. [redacted], not to mention we went out of our way to accommodate their desire to see a gas sniffer on the job like the gas utility goes around with, he then insisted that we essentially take a haircut of approx. $54.56, and even after we saved him several hundreds of dollars as [redacted] quoted him over $400.00! At this point, I told Mr. [redacted] if that’s what he wanted to do, we’ll take it and just go, which we did. It’s important to also note that contrary to what Mr. [redacted] stated in his complaint, he did NOT contact me just two weeks after our third and final departure. It was between FOUR & FIVE weeks later before he re-contacted me wherein he said he smelled gas again. I explained to him he had brand new gas coils installed and tested in his unit and there was no way they worked perfectly for four plus weeks and then just started to fail. This design style of gas coil valve is so reliable that the industry still uses this same very design for the last 25 plus years. In other words, Mr. [redacted] does not have a “GAS” problem anymore, he does not have a “Gas coil problem” and he does not have a “gas valve problem” now. He has an input problem at his control board. If Mr. [redacted] truly smells gas now, it’s because his control board is sending errant electronic voltages to places like the coils and telling them to open when otherwise it wouldn’t. Not only did I witness this repeatedly on my second visit, but my technician witnessed on our third call. When I explained this all to Mr. [redacted], he repeatedly denied there is anything at all wrong with his control panel on his 10 plus year old dryer, even after I told him my technician also had problems with his inputs at the control panel. And he continues to repeat this. However, this is a fact and regardless of how many times he complains, no attempt to replace anymore other components on his dryer will change this fact. Additionally, I NEVER told Mr. [redacted] he needed another item on his dryer. He asked of me what a control board costs and I told him a lot but they are NOT worth installing on a 10 plus year old dryer. That’s when he began insisting we fix his gas problem… again. In closing, Mr. [redacted] hired us to replace his gas coils in order to save himself several hundreds of dollars over [redacted]; a service he then never even paid us in full for. Additionally, because Mr. [redacted] REFUSED to pay for our diagnosis and because he hired us to replace the moving parts which were the gas coils, he was told we are NOT CONVEYING ANY WARRANTY to him as he is trying to do all of this without the benefit of our diagnosis. This is the reason Mr. [redacted] cannot produce any document indicating any sort of a warranty as he understood he was not going to receive one if he was hiring us to work behind [redacted] diagnosis and simply replace his gas coils. We believe Mr. [redacted] has multiple issues with his failing 10 plus year old dryer and we delivered to him not only what we agreed to, but we did it for even less than he originally promised to pay us for. Thank you. My best, Frank W[redacted] Service Director