Unique Repair Services

This is not the first negative experience I have had with this company. Unfortunately, if you have a [redacted] product, this is the only repair service that will come out and repair anything. All other appliance repair services will not deal with [redacted] products. When I made an appointment I was told there was a $109 (excessive fee) fee for coming out. I was told they needed my credit card to hold the appointment. Nine days (12/20/16) before my 12/29/16 appointment I needed to cancel and found out my credit card had already been charged. Also, I am being charged a $15 cancellation fee. I fee this is unheard of. When I asked to speak to a "supervisor" I was told by Denise that she listened to my appointment call and it was explained to me. I asked to listen to the call because I know that it definitely was not. Also, I was told by Denise they could not let me listen to my own phone call. I know what I was told and feel that I was swindled.
This is not a reputable company. I believe the know they are the only repair company that will touch a [redacted] product and they are using it to their advantage.
My only recourse is to never buy [redacted] and to check repair services ahead of time to see what Name Brands a normal repair service will service.

Initial Business Response /* (1000, 5, 2014/05/28) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted] was charged for the job and cost of parts based on a Blue Book Price List.
Initially 3 parts...

were triaged for this call, but only two were needed. The original Invoice had only 3 pars listed and tax on it with no labor yet.
Tech found broken belt and open fuse. Both parts were replaced. Total Parts charge $87.21. Tax $8.21. Labor charge $170.65. Grand total $266.58 - $99.00 paid before = $167.58 balance. [redacted] was informed of the balance. She accepted the charge and signed the Invoice. [redacted] made no attempt to call URS with any of her concerns which could be easily clarified. Our charges are uniformed and are based strictly on a job performed. Our technician also wanted to make sure the unit is not under warranty and called the office to verify. Unit was not covered by warranty any longer and it only proves that URS staff is looking after our customer's best interest. The problem listed with the dryer was "drum does not turn to dry" and it was fixed. The gum removal is not a part of the repair. We do not provide this type of services.

We serviced only a washer and never serviced a drier. On 9/29/16 looked at the complaint, on 10/7/16 parts installed : sensor, selector switch, washer water valve. Mrs. [redacted] expressed that she is still not happy with water levels fill-up.Almost 4 month later, on 2/3/17 we were dispatched by...

[redacted] again with the same complaint. On 2/3 the office called the customer to notify that technician is running behind. At 18:25 technician called the customer to advise that he’ll need to have the manufacturer Tech Line on the phone due to the nature of customer’s complaint but the Tech Line was already closed. Next appointment was on 2/17/17. Part was ordered (main board)and replaced on 2/24/17.Unit was tested. Functioned normal. Water level measured 7” as required by design.  Mrs. [redacted] was not satisfied. This is High Efficiency model and is functioning to its specifications.The dissatisfaction should be directed to the manufacturer. We do not design and do not produce product.

We stand by our diagnoses and need to point out that the stove was not installed up to the code and did not have a gas line shut off valve installed at the stove gas line pipe as required by the code. The emergency shut off valve that was used to shut off the gas going to the stove was the line located at the basement that Mr. [redacted] directed our technicians to as to gas supply line to the stove. Most likely this line also provided gas to his water heater too. Our service was provided properly and based on inappropriate reaction and outrages and threatening behavior Mr. [redacted] demonstrated toward our personnel we will not be going back to service this account. Mr. [redacted] can contact his warranty company and request a different service provider for further repairs/services.

The appliance owner, landlord Mrs. [redacted], was not present at the time of the service on 1/27/17. The complaint came from Mrs. [redacted] who, we suppose, is the tenant, and who was not present on 1/26/17 at the time of service ether. When our technician arrived on location for...

the repair, he found no Error Codes displayed and no leak or signs of the leak detected. Technician instructed the person on location to record the Error Code and/or to take a picture of the leak if and when it occurs again for us to be able to fix the problem.We have a 90 day policy of no service charge on return visit for no diagnoses made on a first visit. We contacted Mrs. [redacted] and arranged a come back visit on 2/3/17  with her to be present during our service per her day and appointment time  schedule preference.On 2/3/2017 our technician found issues with this dishwasher that he considers to be un-repairable. The manufacturer was contacted and pictures submitted for further evaluation and decision by the manufacturer. As soon as we will be informed of that decision, we will inform Mrs. [redacted]

We acted according to our rules and procedures to obtain the payment for our services.Mr. [redacted] refused to cooperate and give any assistance during the process.We were lucky to receive the payment approval from [redacted] just today.Payment issue resolved.

My complaint is with the technician sent to my home. I requested a different technician after his first visit however I was told by the service manager that he was the best and therefore he wanted to have him return. The tech has now come to my home on for occasions and today was the last straw. He wanted to repair the problem by using a plastic locking tie strip to fasten and hold the arm securely. I am relatively sure that Samsung would not support this fix!

For everyone who reads this complaint, I was refunded $70 of $179 for this company to send out a problem monitor to come to my house and tell me there was a problem. He did not leave me with any solution or options. I was told to just call back to have them come out again. Then when I called back, because my washing machine was just looked at with a flashlight, I was being told that I would have to pay out more money. No one was able to tell me for what or how much or anything. Do your research before allowing them in your home. Never will I do business with them. They received my money up front, but couldn't refund me in a timely matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Adrian [redacted]

Had issues with my [redacted] dryer, gentleman that showed up was friendly, received a precall to let me know the ETA. Within minutes he knew the issue and helped set up the closest return date to finish the repair. Quick, easy and extremely respectful and nice.

Mrs. Asma [redacted] is misstating several facts.  The $129.00 initial service charge is not refunded only if the repair was declined after diagnoses and repair estimate been provided to the customer, which is the cost for such services.This amount of $129.00 was applied toward the repair...

cost when repair was completed.The unit and the part used for repair are out warranty and not covered by manufacturer at the time of service.Samsung never issued a onetime concession for this part on this repair. We verified and found no such concession on a record. The part cost can be reimbursed to Mrs. [redacted] only if and when Samsung will pay us for the part.

Our service manager contacted Mr. G[redacted] and arranged for technician to come back. At present time [redacted] Tech Support and our technician are working on addressing the issue. Next appointment is scheduled on 8/7/17.

Initial Business Response /* (1000, 5, 2014/07/08) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Timing and charges stated by [redacted] are incorrect.
[redacted] contacted URS on 7/02 at 3:20pm. He requested service for...

his TV. At that time he was informed of $99.00 service charge for TV Tech to come out and $15.00 cancellation fee. The next record of contact is 7/03 at 8:38 AM when [redacted] cancelled his appointment. We refunded $84.00 to his credit account.
All credit card charges and transactions are backed-up and documented. All our phone conversations are recorded and electronically time stamped and documented. We follow the same procedures with all our customers. [redacted] was made aware of these polices during the appointment set-up and decided to go ahead with it. Cancellation fee is charged to cover our credit transactions costs related to such transactions. It will be no additional refund given to [redacted].
Initial Consumer Rebuttal /* (3000, 7, 2014/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They say the charge is $ 15; but charge is $16. Unbelievable bush operation. I sent an email to Unique at approximately 5:30 pm on July 2 because they did not answer the phone. I did leave a recorded message which precipitated their call on July 3 in the am. I made numerous requests to speak to [redacted] the so called Manager who made the decision. No wonder she or any other Manager would talk because there is no reasonable explanation. How many other Revdex.com complaints have been filed against this shlock outfit. Do they want a copy of the email I sent to them if they can't find there copy. Sounds like the IR S caper who can't find emails.
Final Business Response /* (4000, 9, 2014/07/10) */
[redacted] should check his credit card account statement. The initial charge was $99.00 not $100. He was refunded $84.00. He agreed to the $15.00 cancellation fee (not $16.00) at the time of appointment set-up. This is processing cost for such transactions. It will not be additional refunds.

Initial Business Response /* (1000, 5, 2015/06/05) */
Contact Name and Title: Lora [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
On 3/09 our Technician determined that Mrs. [redacted] cook top was cracked and placed the part order for replacement. Per...

Samsung warranty requirement pictures of the damaged cook top were submitted for authorization before the warranty approved the order. Samsung declined the approval.
It is not our role to determine how it was damaged. We are not present at the time of occurrence and have no way to come to such a conclusion with this kind of damage. We can only report our findings and provide pictures, when required.

Per our electronic records on 4/8/15 Mrs. [redacted] had a phone conversation with our Quality Assurance manager and he explained to her that we did not say anything to Samsung. The only thing we did was have our tech take a pictures of the glass cook top and we sent them in to Samsung to be the judge on whether or not the crack appeared on its own or if it was impact damage. After submitting the pictures to Samsung, they declared it was an impacted damage and they would not cover parts or labor.
Samsung Tech. review is conducted by Samsung and we play no role in its conclusions
We have no additional records or documents to provide Mrs. [redacted] with.
The record of conversation with Mrs. [redacted] is reported in this reply.She also has a copy of our invoice stating that a cook top needs to be replaced to fix it. However as we stated this order was not authorized by Samsung.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I WANT AN EXACT COPY OF THE REPORT THAT WAS SENT TO SAMSUNG ALONG WITH ANY PHOTOGRAPHS THAT WERE TAKEN OF MY UNIT, THE REPORTING SIGNATURES, ETC.
Final Business Response /* (4000, 9, 2015/06/15) */
The copy of a picture submitted to Samsung Warranty was e-mailed to Mrs. [redacted] today.
She was also informed that no other reports filed other than information she has on a copy of the invoice signed by Mrs. [redacted] been send to Samsung. We didn't have any conclusions of the causes this crack appeared to offer or report to Samsung. We have not witnessed the occurrence and have no facts to conclude it. The picture was reviewed by Samsung experts who made the decision.

Initial Business Response /* (1000, 5, 2015/06/05) */
Contact Name and Title: Lora [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
On 3/09 our Technician determined that Mrs. [redacted] cook top was cracked and placed the part order for replacement....

Per Samsung warranty requirement pictures of the damaged cook top were submitted for authorization before the warranty approved the order. Samsung declined the approval.
It is not our role to determine how it was damaged. We are not present at the time of occurrence and have no way to come to such a conclusion with this kind of damage. We can only report our findings and provide pictures, when required.

Per our electronic records on 4/8/15 Mrs. [redacted] had a phone conversation with our Quality Assurance manager and he explained to her that we did not say anything to Samsung. The only thing we did was have our tech take a pictures of the glass cook top and we sent them in to Samsung to be the judge on whether or not the crack appeared on its own or if it was impact damage. After submitting the pictures to Samsung, they declared it was an impacted damage and they would not cover parts or labor.
Samsung Tech. review is conducted by Samsung and we play no role in its conclusions
We have no additional records or documents to provide Mrs. [redacted] with.
The record of conversation with Mrs. [redacted] is reported in this reply.She also has a copy of our invoice stating that a cook top needs to be replaced to fix it. However as we stated this order was not authorized by Samsung.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I WANT AN EXACT COPY OF THE REPORT THAT WAS SENT TO SAMSUNG ALONG WITH ANY PHOTOGRAPHS THAT WERE TAKEN OF MY UNIT, THE REPORTING SIGNATURES, ETC.
Final Business Response /* (4000, 9, 2015/06/15) */
The copy of a picture submitted to Samsung Warranty was e-mailed to Mrs. [redacted] today.
She was also informed that no other reports filed other than information she has on a copy of the invoice signed by Mrs. [redacted] been send to Samsung. We didn't have any conclusions of the causes this crack appeared to offer or report to Samsung. We have not witnessed the occurrence and have no facts to conclude it. The picture was reviewed by Samsung experts who made the decision.

As stated previously the refund was processed on timely bases. Customer should check with his Credit Card bank. again.
We do not have installers on our staff and never had.

Initial Business Response /* (1000, 5, 2015/03/31) */
When Mr. [redacted] called and arranged an appointment with URS for TV service, he was given the same standard information as all of our COD customers do, about service charge of that call and about the repair cost estimate to be given after...

the diagnoses. We are not LG. We are not responsible for any quotes they may or may not have given to Mr. [redacted].
Mr. [redacted] had an option to have LG come out for service, but he didn't.
"No Picture" defect can be caused by numerous reasons and we need to diagnose it before ordering parts.
We didn't promise to have any parts with us on that visit and assumptions that Mr. [redacted] made are just his assumptions.
$99.00 service call charge stands.
We came out and did what we promised to do, diagnosed the problem and gave an estimate to fix the problem.
Our pricing is based on our business model. We purchase our parts. Our cost of running business is factored in to the prices. We are in business for many years and repeat business is a big part of it. We deliver great service at a reasonable cost and stand behind it.

Miguel was great! Very knowledgeable and professional.

I have had this company out 5 times for a repair on my washing machine. The original issue has still not been addressed, and now I have 2 more problems. I was told I could still use the machine after the last repair attempt, and the pulsator fell off when we used it..... You would think the company would send out a technician when it's convenient for us to be home, yet they refuse. I understand once maybe twice, but when you're on the 5th attempt, you'd think they'd work around your schedule. I would NEVER use this company again, terrible customer service with incompetent technicians.

James was awesome!

Mr. [redacted]  was refunded labor charges on  8/30/2016. We service all our customers with integrity and care and regret his dissatisfaction.