Unique Repair Services

We apologize for the oversight on part of our technician and incomplete communication on his part with the office. He related that customer was not happy with the timer but the timer is functioning properly.  The same statement was repeated by the manufacturing representative when they called....

Upon further investigation we found out that Mrs. [redacted] was also unhappy about a small dent on a panel which she pointed out to the technician at the time of service and he promised to relate it to the office. He didn't do it and when Mrs. [redacted] called us the order was already closed.We contacted Mrs. [redacted] and informed her that this part will be reordered and appointment to replace it is set-up for Monday, 9/26.

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.

I spoke to Avani to schedule an appointment to swap out a dishwasher that was delivered broken. I was told appointments where given in a window time frame. I explained that we are scheduling this appointment as a courtesy for the seller and asked if we could be put first on the list so that we did not get held up waiting 3 hours at a vacant property. I would told that would not be a problem. At 8:12 am I called since the technician had not called, I was told by Avani that we were first on the list and that the technician would be calling. She also said that she didn't know the exact time they started but usually at 8 am. It is now 10:35 am and no call from a technician because he is held up at another stop. I asked to speak to a supervisor and was transferred to a voice mail. This company is the worst - avoid at ALL costs. The Revdex.com should not allow them to be on their list.

I am very happy with this company, and the service tech, Robert!! After having had refrigerator trouble since October, today the Unique Repair Services company sent someone who knew exactly what he was doing, and he fixed it in a very timely manner, and was very neat and tidy while doing his job :) I could not be happier with this company and the employee that was sent here!

Repairman Robert assessed the problem in our Samsung refrigerator internal water dispenser but due to the one piece face-plate, it had to be ordered. He returned to finish the job when the part was available. Very professional.

We regret Mrs. [redacted] had this conflicting information, which left her under impression that we acted with intention to mislead her. We never are allowed to request repair concessions on Out-Of-Warranty products from manufacturing warranty company. This is  done only by customers prior to the repair.We can't be responsible for practices of others.The part used to fix the refrigerator Evap. assembly cover is not on warranty and the  statement that it is, is incorrect. The warranty information is available in Consumer Product Manual and Mrs. [redacted] is welcome to verify that.The miscommunications and misunderstandings that followed this repair are really unfortunate.We provided an excellent repair service to this customer and it was fixed on a first visit.

Both Revdex.com notifications went to our Junk mail file and missed for timely response. Sorry about this.The first appointment for 8/31 was not scheduled by us due to systemic error. Customer was scheduled for service on 9/7 and requested to reschedule on 9/13. This appointment was then cancelled by...

customer.We apologize to Mr./Mrs. Alex [redacted] fro the inconvenience

Initial Business Response /* (1000, 5, 2015/04/20) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Upon receiving service request from [redacted] on 3/30/2015 the appointment was set-up for 4/01/15. The...

unit is out of warranty. As required by our policy, [redacted] was charged $129 for the service call. She was explained that in the event of the estimate approval $129.00 will be credited toward labor cost of the repair, if no repair is approved $129.00 charge remains. Seal System repair is covered by manufacturer warranty. Our technician diagnosed the problem and ordered 4 parts for the Seal System repair. One of the parts is on backorder. We've been working with [redacted] Manufacturer to expedite this part delivery since April 4. The part is expected to arrive on 4/23/15 and provided we receive it as promised, on 4/24 we will be able to install the parts.
Unique Repair has no control over the parts availability from the manufacturer.
The unit is out of warranty and customer was charged $129.00 service charge for us to come out and diagnose the problem which was done. When the repair is completed and we are paid by [redacted], [redacted] will be refunded $129.00. If [redacted] declines the repair unit remains on out of warranty status and $129.00 service charge stands. The condition of refund was explained to [redacted] at the time of appointment set-up.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Well when tech came out yes he said the $129.00 was for him just to come out and look at the unit to make diagnose. He did not say for parts and labor because I showed him manual and it specify if part was still under warrant and no charge for parts and labor when I told him he went to his truck I don't know for what I forgot maybe to make copy of the purchase receipt. And he never said it was for parts he just said that they had to order the part which was compressor he never said it was 4 or on2-3 parts. I asked how long it will take he said the most was 2wks which I was fine w that. But after one week I called them to get update they told me they were waiting on third part. Maybe next wk.so following wk they say all three parts came in waiting on fourth so I said well why they first said 1 part then 3 parts now its 4 that's when I decided to forget it they left msg saying part was not be in until 4/23/ but they told me that after I told them I did not want repair done. If they would have told me that it was more than one part to be order I would have understood. But each week they would say first one then three then four. I explained I was a diabetic I need a to keep meds cold. Its like if I didn't call them they would not call or sound like the had really any concerned.. that is why I decided to to not repair. It would seem that if they ordered parts they would come same time give take a day or two not one wk for each part
Final Business Response /* (4000, 9, 2015/04/21) */
This repair is covered by [redacted] warranty for the Seal System defect only. All the parts ordered are needed to complete the repair.We understand the circumstances of [redacted] needing the refrigerator fixed. Perhaps addressing the issue by [redacted] directly with [redacted] of this part being not available and being on back order for that long, would result in expedited resolution or unit replacement. However we do not have any way to control it.
In a case of repair completion or unit replacement [redacted] will be refunded $129.00. Until then, it remains in COD status and service charges for diagnosis stand just as if it would be in a situation when COD Customer declines the repair after diagnosis. Our electronic record show all this was explained to [redacted] when she arranged for our services.

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,
[redacted]

Initial Business Response /* (1000, 5, 2015/09/09) */
Contact Name and Title:[redacted] Ops Directo
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@uniquerepair.com
On 8/12/15 our technician diagnosed and order correct parts for repair. Upon return on 8/19/15 for part...

installation technician discovered the wrong part was inside the package send by manufacturer.
Part was reordered. On 8/31/15 tech arrived and found the part inside the package was mislabeled again.
He notified parts manager. Our Quality Assurance Manager called Mr. [redacted] and apologized for the inconvenience. Our parts manager was able to find the correct part and had a special delivery arranged for the tech to get it and return on the same day to install it. The repair was completed on 8/31/15.
Unfortunately not everything is controlled by us. We are not compensated for any extra/return trips. Situations of this nature are very costly to us, but we take care of our customers just as we did with Mr. [redacted].
Initial Consumer Rebuttal /* (2000, 7, 2015/09/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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,
Kevin G[redacted]

I had a great experience with Unique Repair Services. In particular I was impressed by the level of professionalism by the technician Alonzo that completed my repair. He was great and you could tell very proud of the company he works for,

Initial Business Response /* (1000, 5, 2014/10/16) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
As our electronic records demonstrate, URS initiated all the contacts with Mr./Mrs. [redacted] a number of times. After our last conversation on 10/6 it was put in for a...

refund. This process takes some time.
We have no record of this customer contacting us after 10/6/14.
09/25/2014 (01:56:20 PM) - [redacted] -> CC$109.00 AUTH#XXXXXX AWARE OF $15.00 CANCELLATION FEE
09/25/2014 - [redacted] -> PRINTED C.O.D INVOICE
09/25/2014 (03:25:46 PM) - [redacted] -> CUST CALLED BACK TO HOLD HER APPT - SHE WOULD LIKE TO THINK ABOUT IT - SHE DOESNT WANT TO CANCEL JUST YET. REMOVING OFF THE BOARD
10/01/2014 (11:19:22 AM) - [redacted] -> FOLLOWED UP W/ CX TO RESCHED HER -
10/01/2014 (11:20:49 AM) - [redacted] -> LVMS (left massages) ON BOTH #'S
10/02/2014 (10:02:26 AM) - [redacted] -> LF MSG (left massages) to C/B (call back) to RESCH APPT
10/06/2014 (11:31:07 AM) - [redacted] -> CUST BOUGHT NEW UNIT AND DOES NOT NEED OUR SVC.
The refund was processed. Authorization # XXXXXX and $15.00 cancellation/processing fee was waived.
This customer should apologize to URS for unfounded complaint.
Initial Consumer Rebuttal /* (3000, 7, 2014/10/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, if the refund was processed on 10/6 why do I still not see the refund reflected on my credit card? I don't understand why this could take more than 10 days to process a credit? I have never seen that anywhere else.
Second, I called their offices on 10/14 at 12.17pm and 12.20, (I have a record of it), selected the Accounting option and left a message asking about the refund and to call me back regarding this. Please check your accounting answering machine. No one picks up the phone when we call or no one bothered to call back so far after I left the message.
Third, why do you charge before any service is even performed? What type of business practice is that, which I have never seen with any other business. All service providers charge only after performing the service, and all product companies charge only after shipping the product.
I will close this case once I see the full refund amt of $109 on my card.
If anyone should apologize, it should be Unique for charging me before any services was performed, for not refunding after leaving me a msg with their accounting and waiting for more than 20 days (since 9/25 when the call was first placed). I filed this complaint only after leaving you a message with no response back and no credit being seen.
Final Business Response /* (4000, 9, 2014/10/17) */
In our response it was stated that our last communication with the customer was on 10/6 as our electronic records show it. And it was put in for refund processing. The refund was processed. It was never stated it was processed on same day. Refund was issued. Most likely some days after this conversation. Again all takes time and we waived $15 cancellation processing fee regarding which customer was advised when the service call was requested. Customer should check with the Credit Card Institution for the refund. It takes time on both ends.

Unique Services was excellent. Eric, the service tech., assessed the problem and quickly fixed the issue with our [redacted] frig. He was very knowledgable and instructive regarding this machine. Very smart guy with a personality to match. Well done!

Initial Business Response /* (1000, 5, 2014/06/06) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email:[redacted] was issued a promised refund of the amount $106.56 on Friday 5/30. She was informed of the date the refund was issued. From...

the time it was issue to the time it was actually credited to the account took some time. Per [redacted] Merchant, the above amount was removed from our account on 6/2 and credited to [redacted] account on 6/3.
We do not direct any of these activities. It is out of our control. Our credit / refund on 5/30 is documented on daily batch credit report. 3-4 and in some cases 5 business days is a normal cycle for this type of transactions. We issued credit as it was promised. Account is credited.
Initial Consumer Rebuttal /* (3000, 7, 2014/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not been credited the 99.00 dollars I was charges when their inexpreienced technician inaccuarately diagnosed the problem.
Also there was not an explaination for why [redacted] kept hanging up on my husband or why when I called from my cell phone I was immediately placed on hold and never picked up, while at the same time I called from an unknown number and was able to talk to [redacted] was informed of both of these situations. This concerns me because I thought there was centain criteria that needed to be met to have a Better Businesss Bureau rating.
Final Business Response /* (4000, 13, 2014/06/11) */
URS serviced over a 100,000 customers. We have thousands of letters and e-mails from grateful customers. Unfortunately at times we come across some individuals who are using slander to get something for nothing. It was customer's choice to stop us from resolving the issue and correcting the problem. When initial set-up call was made it was explained to the customer that if the repair is declined service charges are not refunded. All our phone conversations are recorded.
We were able to demonstrate many statements made by this customer are wrong and misrepresent the truth just as are statements in this reply.
Final Consumer Response /* (4200, 11, 2014/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I disagree with the "arrangement". I was to be refunded all charges. Why would I agree to pay for a service that did nothing to resolve my problem.
As far as the personal issue, it was not a long wait time , it was getting disconnected.
It was being put on hold when calling from my cell phone and being on hold for 12 minutes and while being still on hold, calling from another number and getting answered immediately. I install and service telephone systems, so I know exactally how they work.
I can not understand how this company has a rating with the Revdex.com.

Adam F. was amazing. After having Sears come out to my house and quote me $500 to repair my 2 year old dryer, I decided to have a 2nd opinion. I contacted Unique Service Repair thru the recommendation of [redacted]. The actual part that my dryer needed only cost $50 vs. the $500 I was quoted by Sears. These guys are completely legit and work in the best interest of the customer.

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.

Initial Business Response /* (1000, 5, 2015/03/23) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
When initial dispatch for service was received,[redacted] had instructions that Prove of Purchase must be provided by the...

customer. Obviously[redacted] did not accept the warranty covered status as [redacted].[redacted] states.
Customer was contacted and document was e-mailed to us by [redacted].[redacted]. We contacted [redacted].[redacted] again with request to provide a receipt that can be visually verified. The second document was not a receipt and didn't have required information such as model # to be considered as prove of purchase The receipt image was not legible. [redacted].[redacted] stated it will be available when the tech will come for service. The same documents that were send to us were offered to our technician. When Technician returned to collect another document which can be qualified as prove of purchase and what [redacted].[redacted] promised to provide, it was not available again. Technician gave the estimate to [redacted].[redacted] for a COD repair cost. [redacted].[redacted] was understanding but declined the repair. Part was removed.
[redacted] rejected the service claim due to the appliance not being covered by warranty. Documents provided by the unit owner - [redacted] do not support warranty coverage.
URS invoice [redacted] signed states " I agree any portion of today's charges not paid for by my Warranty Company/Extended Warranty Company will be my responsibility".
We are charging [redacted].[redacted] $129.00 for service/diagnoses call only.
Claims and statements in this complaint are misleading and false.
Initial Consumer Rebuttal /* (3000, 7, 2015/03/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received any email documentation to date from Unique Repair Services. The technician did not advise me that I would be invoiced. In fact, I confirmed before he left that I would not be charged anything and he said I would not. I have since had the repair done with another company UNDER WARRANTY. The receipt given to[redacted] was the same receipt from Sears that was given to Unique.[redacted] accepted the receipt as valid and covered the repair under warranty. I had received a phone call from the supervisor- [redacted] and he apologized for the problem and has stated he will delete the invoice. He was to email me confirmation. I have not received such. Again, I did not contact Unique for services. [redacted] did with the expectation that the service would be covered under warranty.[redacted] confirmed that they should not have even come to my residence if there was any issue with warranty services. They further stated that they should have not uninstalled the part without contacting them. If they had done so, they would have explained that the warranty is in effect. I should not be held responsible as I did not contract them. They should deal with their contracted vendor -[redacted] regarding this issue. This invoice is not my responsibility for Unique Repair Services mismanagement. Their own supervisor agrees and advised me that the invoice would be removed.
Final Consumer Response /* (4200, 11, 2015/04/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I look forward to receiving confirmation of my conversation with [redacted] once he returns to the office. He did assure me more than once that the invoice has been removed from my account. In addition, he repeatedly stated that he will personally take care of this issue and I will not receive any other invoice or past due notice.
Final Business Response /* (4000, 15, 2015/04/20) */
On April 9/2015 we contacted [redacted] and resolved the issue.