The Old Guys Appliance Service

We have made several attempts to repair this unit for the customer but because the unit has not been properly maintained and is in an unsanitary condition/environment, we repair one issue and another arises The customer has let the issues sit without reporting them until it is too late and the unit is in even worse condition We have spoken to the warranty company and have advised them of the conditions of the home and unit We have also advised the warranty company to have another service company repair if they decide to move forward with the claim

The issue has not been a lack of response from us, the information has been sent over to the company, we were awaiting response on shipping of parts for the customerAgain the covers only the diagnosing fee and is not refundableThe trade call fee is due whether the unit is fixed or not, if there is an issue with that please take that up warranty companyThe work order has been reassigned as per your request, please contact your warranty for further serviceThank You- ***?

The original service call was scheduled for October 31, 2017.? Customer stated to technician that they would like to reschedule for Friday November 3, 2017.? Tech ran call on November stated he needed to order part.? Technician's paperwork was turned in on Monday November 6, 2017.? After part research part was ordered on November 8.? Part was on a back order and arrived December 6,which? we have no control of when parts come inCustomer was scheduled for December 8, and customer rescheduled for Friday December 15, 2017.? Per the customer's warranty company it is the customer's responsibility to have the unit accessible for repair.? Our technician was going to try and remove the unit as a courtesy but was unable to remove unit without help.? Technician did not realize he was going to need help until he went to repair unitTherefore we were going to schedule the unit to be repaired with a 2nd technician to help the following Monday December 18, since we did not have a 2nd technician available that same day.? Customer demanded that the unit be repaired on Friday if not stated that he would contact his attorney.? At that time we informed the customer and the warranty company that we will discontinue service since the customer wants to contact their attorney

The Old Guys Appliance Company, did place complete blame on the warranty company and in my detailed response, I provided details to counter their claims I am sorry you opted not to accept my response,? however due to the unresponsiveness of The Old Guys, the warranty company has contacted another appliance company on my behalf and will look to the Old Guys to re-coop the deductible on there end This complaint was no way resolved on your behalf to my satisfaction, so please do not notate my complaint as such [redacted]

Complaint: [redacted] I am rejecting this response because: As of 9:pm last evening, the request for parts had not been submitted to the warranty company even though the company has reached out to them several times only actually contacting The Old Guy's twice each time the representative from the warranty company was advised the request would be submitted that day, the last conversation between the warranty company and The Old Guys was Friday, August 14th and as stated in my original complaint, the representative from the warranty was told by a technician, he was not in the office but would submit the request that same eveningI must reiterate it is "The Old Guys" who have not followed through with their responsibility, if they were overworked it was their responsibility not to take the referral, they could have very well turned down the job in the first place,Also I would like to mention that it is not customary to collect the deductible until the work has been completed, which as I stated they have cashed my check Last but not least the original date of service was August 6th, and I did not reach out to them until August 13th, I have been more than patient, but at this point my patience has run out If they had responded to any request either by me or the warranty company half as quickly as they responded to your inquest we would not be in this situation.Regards, [redacted] ***

THE OWNER OF THE OLD GUYS HAS GOT TO BE THE MOST KNOWLEDGEABLE PERSON IN THE APPLIANCE SERVICE BUSINESS I AM MOST FORTUNATE WHEN I CAN GET A TRUSTED OPINION FROM MRSHOFFNER HE IS THE BEST IN THE BUSINESS

Our insurance hired these guys to fix our fridge, our "repair" consisted of blow touching parts out and patching holes with electrical tapeLucky for us, the insurance decided to buy us a new fridge because of the damageIt also took weeks for them to find the parts and even attempt a fix! Do not use this company!

Complaint: [redacted] I am rejecting this response because: As of 9:30 pm last evening, the request for parts had not been submitted to the warranty company even though the company has reached out to them several times only actually contacting The Old Guy's twice each time the representative from the warranty company was advised the request would be submitted that day, the last conversation between the warranty company and The Old Guys was Friday, August 14th and as stated in my original complaint, the representative from the warranty was told by a technician, he was not in the office but would submit the request that same evening. I must reiterate it is "The Old Guys" who have not followed through with their responsibility, if they were overworked it was their responsibility not to take the referral, they could have very well turned down the job in the first place,Also I would like to mention that it is not customary to collect the deductible until the work has been completed, which as I stated they have cashed my check. Last but not least the original date of service was August 6th, and I did not reach out to them until August 13th, I have been more than patient, but at this point my patience has run out. If they had responded to any request either by me or the warranty company half as quickly as they responded to your inquest we would not be in this situation.Regards, [redacted] ***

We have made several attempts to repair this unit for the customer but because the unit has not been properly maintained and is in an unsanitary condition/environment,? we repair one issue and another arises.? The customer has let the issues sit without reporting them until it is too late and the unit is in even worse condition.? We have spoken to the warranty company and have advised them of the conditions of the home and unit.? We have also advised the warranty company to have another service company repair if they decide to move forward with the claim

Complaint: [redacted] I am rejecting this response because:This is getting nowhereThe warranty company has deemed the unit "unrepairable"In a few days I will get a resolution Regards, [redacted] ***

Complaint: ***
I am rejecting this response because: As of 9:pm last evening, the request for parts had not been submitted to the warranty company even though the company has reached out to them several times only actually contacting The Old Guy's twice each time the representative from the warranty company was advised the request would be submitted that day, the last conversation between the warranty company and The Old Guys was Friday, August 14th and as stated in my original complaint, the representative from the warranty was told by a technician, he was not in the office but would submit the request that same eveningI must reiterate it is "The Old Guys" who have not followed through with their responsibility, if they were overworked it was their responsibility not to take the referral, they could have very well turned down the job in the first place,Also I would like to mention that it is not customary to collect the deductible until the work has been completed, which as I stated they have cashed my check
Last but not least the original date of service was August 6th, and I did not reach out to them until August 13th, I have been more than patient, but at this point my patience has run out. If they had responded to any request either by me or the warranty company half as quickly as they responded to your inquest we would not be in this situation.Regards,
*** ***

WELL WE CAN GO BACK AND FORTH BUT THE BOTTOM LINE IS WE ARE HERE TO SERVICE REPAIRS OF APPLIANCES TO ALL CUSTOMERS AND ONE OF OUR POLICY'S IS FIRST AVAILABLE DATES ARE USUALLY NEXT DAY SERVICE, THIS CUSTOMER WAS UPSET THAT WE COULD NOT GO THAT VERY SAME DAY WHEN ALL OF OUR TECHNICIANS ALREADY HAVE THEIR DAILY ROUTES SET THE DAY BEFOREPLUS IT WAS A FRIDAY AND BEING WE DON'T WORK ON WEEKENDS, THE VERY NEXT AVAILABLE DAY WOULD HAVE BEEN MONDAY.WE ARE TRULY SORRY THAT THIS HAPPENED HOW IT DID, BUT THERE WILL BE TIMES THAT SOME CUSTOMERS WILL BE UPSET IF WE DON'T HAVE SAME DAY AVAILABLEAND THEY ARE WELCOMED TO CALL OTHER SERVICE REPAIR SHOPS.HAVE A GOOD DAY

Complaint: ***
I am rejecting this response because:This is getting nowhereThe warranty company has deemed the unit "unrepairable"In a few days I will get a resolution
Regards,
*** ***

Complaint: ***
I am rejecting this response because:First of the all, the original issue was never resolved. Therefore, what they claim as issues created by other issues is completely fabricated. As far as the unsanitary conditions, that is complete lie. Problems didn't compile themselves, the fact is the original complaint was never resolved. In the end the temperature wouldn't display, but that has nothing to do with me not reporting an issue. It took them so long to try and fix one problem, another problem came up within that time frame. As far as unsanitary conditions, I have taken pictures and sent them to the warranty company for review. Everything they are stating is completely fabricated to cover up the fact that they are completely incompetent in their profession and lack the bare minimum customer service skills needed to be successful in a customer related business. You cant be successful in a customer service related business, if from the top of the company, down, they will not do what they say they're going to do and leave a customers place worse off then when they got there. Review the pictures I have attached and you will see that theres nothing wrong with the working environment. Yes they made multiple trips, but that's because they couldn't figure out how to fix my refrigerator. I had different people come out and give different solutions as to whats wrong and still my refrigerator is still broke and the original problem was never fixed
Regards,
*** ***

The original service call was scheduled for October 31, 2017. Customer stated to technician that they would like to reschedule for Friday November 3, 2017. Tech ran call on November stated he needed to order part. Technician's paperwork was turned in on Monday November 6,
2017. After part research part was ordered on November 8. Part was on a back order and arrived December 6,which we have no control of when parts come inCustomer was scheduled for December 8, and customer rescheduled for Friday December 15, 2017. Per the customer's warranty company it is the customer's responsibility to have the unit accessible for repair. Our technician was going to try and remove the unit as a courtesy but was unable to remove unit without help. Technician did not realize he was going to need help until he went to repair unitTherefore we were going to schedule the unit to be repaired with a 2nd technician to help the following Monday December 18, since we did not have a 2nd technician available that same day. Customer demanded that the unit be repaired on Friday if not stated that he would contact his attorney. At that time we informed the customer and the warranty company that we will discontinue service since the customer wants to contact their attorney

The original service call was scheduled for October 31, 2017. Customer stated to technician that they would like to reschedule for Friday November 3, 2017. Tech ran call on November stated he needed to order part. Technician's paperwork was turned in on Monday November 6,
2017. After part research part was ordered on November 8. Part was on a back order and arrived December 6,which we have no control of when parts come inCustomer was scheduled for December 8, and customer rescheduled for Friday December 15, 2017. Per the customer's warranty company it is the customer's responsibility to have the unit accessible for repair. Our technician was going to try and remove the unit as a courtesy but was unable to remove unit without help. Technician did not realize he was going to need help until he went to repair unitTherefore we were going to schedule the unit to be repaired with a 2nd technician to help the following Monday December 18, since we did not have a 2nd technician available that same day. Customer demanded that the unit be repaired on Friday if not stated that he would contact his attorney. At that time we informed the customer and the warranty company that we will discontinue service since the customer wants to contact their attorney

The Old Guys Appliance Company, did place complete blame on the warranty company and in my detailed response, I provided details to counter their claimsI am sorry you opted not to accept my response, however due to the unresponsiveness of The Old Guys, the warranty company has contacted another appliance company on my behalf and will look to the Old Guys to re-coop the deductible on there endThis complaint was no way resolved on your behalf to my satisfaction, so please do not notate my complaint as such***

The issue has not been a lack of response from us, the information has been sent over to the company, we were awaiting response on shipping of parts for the customerAgain the covers only the diagnosing fee and is not refundableThe trade call fee is due whether the unit is fixed or not, if there is an issue with that please take that up warranty companyThe work order has been reassigned as per your request, please contact your warranty for further serviceThank You- ***

Complaint: ***
I am rejecting this response because: The statement(s) are incompleteWhen the technician arrived on the initial call, why did he not inform me that he would have to come back with helpHe saw where the location of the unitMy contract does not specify as to what "accessible"I have moved away any obstacles so that the tech can remove itOther repairmen were able to accomplish removing the unitWhen he returned and brought his ladder and toolbag, I asked him if he was gonna be able to repair the unit because he started taking the outer part of it apart, started to slide out the chassis and proceeded to removed the other parts of the unit when he stated " I can't fix this"He , at that time didn't tell me why started to put the unit together when I asked him when will it be repaired? He stated that he didn't know, that I would have to contact the officeI call the business and they stated that it wouldn't be until Monday to repair, I stated that this was unacceptable because on both occasions I had to leave work early which meant loss of incomeI also stated that this was this only means to keep the house warm and I had been waiting a long timeI then asked to speak with the Manager,but was out to lunch but will contact meShe did return my call and said the same thing, she then said that it wasn't possible to fix my unit, I stated that I cannot accept that, her response was that her hands were tied and what did I want her to do? I said I want my unit repairedShe said I'm sorry can't be done, to wit my response was that before I seek legal advice that I wanted to speak with the ownerHer response was that if I seek legal advice that I will "be dropped", I said fineI waited for the owner to call me, which he didn't(3) The technician told me that his helper was no longer employed which to my thinking that they had personell to help the tech such as this was the case. In closing,since it was their decision to drop me,the warranty company is seeking other avenues.
Regards,
*** ***

It is the goal of our company to always strive to provide the best customer service to all our customersThis is our peak season time, meaning that there is a large number of calls coming in for AC's and refrigerators not coolingDuring this time the customers will experience a longer service time
than normal, the delay in her service was waiting in a response from her home warrantyThe company has all diagnosis information along with part numbers for what is needed to complete the repairThe issue with her refrigerator is that it is not dispensing any ice and requires an ice bucket motor to fix the issueWe are still currently waiting a response from the warranty company on the research of the parts, if they can get the parts they will ship them directly to usThe service fee is non refundable and covers only the diagnosis of the unit, which has been performed alreadyAny further issues will have to be taken up with the customers home warrantyThank you for your time and patienceThe Old Guys Appliance***-Office MAnager