Southborough Appliance Service

March 4, 2014[redacted] XXXXXSUBJECT: Complaint against Southboro Appliance Service/Southboro, MA[redacted] of Southboro Appliance Service@XXX-XXX-XXXX /cell phone XXX-XXX-XXXX, email: [redacted] has been the repairman for my appliances for a couple of years. I found him through one of the services that you put in what you are looking to have repaired or fixed and they then have a list of people who provide that kind of service.I have never had a problem with. [redacted] in all the other occasions I have dealt with him and he is a great person to deal with so I don't know what went wrong with the last service call he performed on my Maytag Performance washer (Model #LAXXXXXXAAL/Serial #XXXXXXXXAE).I placed a call to Southboro Appliance and explained that my washing machine was leaving puddles of water on the floor after every wash. Explained to [redacted] that if it was going to cost me a lot of money, I would rather replace it than repair it. This was made known upfront before he had even looked at the machine. He informed me that it was a good machine and worth the investment and was talking about a water pump needing to be replaced. After "fixing" the machine, he informed me that everything was done and I paid him for the repairs.Seeing as the weather had turned so bitter cold, I was using my washing machine on the second floor which is right outside my kitchen door and much more convenient then going 2 flights down to the cellar. Several weeks later, I went to use the machine that had been fixed and saw that there was still a puddle of rusty water in it so I put it on to drain it. All of a sudden I smelled this burning rubber smell coming from the machine and immediately turned it off When I tried to put it on again, I noticed that the drum was not moving. I immediately contacted [redacted] and asked him to come out again. He started in with he was honest, was proud of his work, and had fixed the machine and went on and on. I did not call him dishonest, I just wanted an appointment for him to see what was going on as he had told me it was fixed when he had left that day.He has never shown up to look at the machine, never returned any of my phone calls (have made a lot and left messages) never responded to an email (copy attached) that I sent on his website. I feel he should be responsible for fixing it. He had informed me that the machine was running when he left, my mistake for not checking it, and unfortunately not trying to use it until a several weeks later because of the cold. I don't feel I should be left stranded with a broken machine and he is putting me in the position where I am going to have to replace it because it is only going to cost me more money to put into it if I try another repairman. Having to replace a machine is something I was not planning on and cannot afford and shouldn't be responsible for. I use to work in Purchasing and when a vendor makes a mistake he is responsible for correcting it. Why shouldn't this be the case here?Would you be able to help me out in this matter please?[redacted] MA XXXXX Phone: XXX-XXX-XXXX Cell Phone: XXX-XXX-XXXXDesired SettlementMarch 4, 2014[redacted] XXXXXSUBJECT: Complaint against Southboro Appliance Service/Southboro, MA[redacted] of Southboro Appliance Service@XXX-XXX-XXXX /cell phone XXX-XXX-XXXX, email: [redacted] has been the repairman for my appliances for a couple of years. I found him through one of the services that you put in what you are looking to have repaired or fixed and they then have a list of people who provide that kind of service.I have never had a problem with. [redacted] in all the other occasions I have dealt with him and he is a great person to deal with so I don't know what went wrong with the last service call he performed on my Maytag Performance washer (Model #LAXXXXXXAAL/Serial #XXXXXXXXAE).I placed a call to Southboro Appliance and explained that my washing machine was leaving puddles of water on the floor after every wash. Explained to [redacted] that if it was going to cost me a lot of money, I would rather replace it than repair it. This was made known upfront before he had even looked at the machine. He informed me that it was a good machine and worth the investment and was talking about a water pump needing to be replaced. After "fixing" the machine, he informed me that everything was done and I paid him for the repairs.Seeing as the weather had turned so bitter cold, I was using my washing machine on the second floor which is right outside my kitchen door and much more convenient then going 2 flights down to the cellar. Several weeks later, I went to use the machine that had been fixed and saw that there was still a puddle of rusty water in it so I put it on to drain it. All of a sudden I smelled this burning rubber smell coming from the machine and immediately turned it off When I tried to put it on again, I noticed that the drum was not moving. I immediately contacted [redacted] and asked him to come out again. He started in with he was honest, was proud of his work, and had fixed the machine and went on and on. I did not call him dishonest, I just wanted an appointment for him to see what was going on as he had told me it was fixed when he had left that day.He has never shown up to look at the machine, never returned any of my phone calls (have made a lot and left messages) never responded to an email (copy attached) that I sent on his website. I feel he should be responsible for fixing it. He had informed me that the machine was running when he left, my mistake for not checking it, and unfortunately not trying to use it until a several weeks later because of the cold. I don't feel I should be left stranded with a broken machine and he is putting me in the position where I am going to have to replace it because it is only going to cost me more money to put into it if I try another repairman. Having to replace a machine is something I was not planning on and cannot afford and shouldn't be responsible for. I use to work in Purchasing and when a vendor makes a mistake he is responsible for correcting it. Why shouldn't this be the case here?Would you be able to help me out in this matter please?[redacted] MA XXXXX Phone: XXX-XXX-XXXX Cell Phone: XXX-XXX-XXXXBusiness Response We apologize for the delay in a response. I have not had a chance to compose a letter stating our position in this matter. Southborough Appliance is a single person company. Unfortunately, it takes no time at all for me to fall behind. Please understand however, I tried MANY times to contact this customer to schedule a return visit. I left messages, with adult children, on the home phone and was unable to reach Ms. [redacted] via the cell phone that has always been affective in the past. I came to understand the cell had been disconnected. I did over time become frustrated in my efforts to contact any one. However, I will gladly schedule a return visit and check out the washer. My reputation is very important to me. We even the most minimal of efforts, I am confident one can verify this through dozens of excellent customer initiated reviews found on line. I take great pride in treating my customers as I myself like to be treated by people I hire and truly understand the responsibility involved in operating a SERVICE business. I do accept some responsibility in this matter but I feel as I am not solely responsible as contacting [redacted] for a prolonged period of time was very difficult. I am on vacation for the next two weeks starting on Thursday of this week. If agreeable to [redacted], I will schedule time the second week of May to check out any new concerns with the machine. Thank you for your time, [redacted]Southboro Appliance[redacted]Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)For as many times as Mr. [redacted] suggested that he contacted my home I did not receive 1 message stating he had called nor did he leave me any voice mails stating that he had been trying to reach me. He also did not respond to my email that I left on his website. My cell phone number has not changed, was never disconnected, and no messages were left on that one either. I myself got frustrated over the many times I had called and never received even a courtesy return phone call. I informed you he was a great person to deal with and had been satisfied in the past with his service so I have no idea what went wrong with this issue. He always use to call me back. I feel it was his responsibility to leave me a voice mail if he had so much "trouble" reaching me and had made "so many efforts" as I certainly would have returned his call had I gotten any message of any sort. I admit I should have gone down sooner to look at the machine, but I never had to check his work in the past. The weather turned cold and I have a washer outside my kitchen door so I used that one until the weather changed. I am not trying to ruin his reputation and this seems to be what he is dwelling on (because I asked him for a return visit that is ruining his reputation)? I just want my washer up and running, seeing as that is what I had paid for, and not go to the expense of a new washer. I did not do anything to the machine, but turn it on and got the rubber burning smell.My daughter [redacted] was sitting with me when I paid for his visit that day and he told me we were all set, but there might be a slight clinking noise (there was no clinking sound to begin with so why would there be one after he finished his repair)? I thought that meant when it first started up again. If you remember, I had stated to him directly before he fixed anything, if there was a lot more going on than what he originally stated then he was to let me know. If it was too expensive, I probably would be seeking other alternatives like putting the money towards a new machine. Being told that, he should have informed me if there were other issues before going ahead and fixing what he had originally come for. He kept telling me that it was a good machine and was worth putting the money into. Definitely a serious lack of communication.The "new" concerns he referenced are a result of his originally fixing the machine and not "new" concerns that I expect him to fix and then have to pay additional money for. I am willing to have him check out the machine to find out what went wrong, but believe the problem is his responsibility; therefore, did not know how to respond to the reply with a "yes".