Willifords Appliance Service

I looked into this matter and found that [redacted] did pay for the parts and labor to repair onlyThis unit had a serial number showing that it was manufactured around February making this unit four years old and making this unit out of warranty [redacted] had us take pictures of the rust, and decided to give this customer a onetime concession to replace the rusted topNormally the service charge is not covered by [redacted] and we have to collect for the service charge fee, and [redacted] only pays for the parts and labor to repair onlyYou have to remember that this unit is out of warranty and not in warranty, and that [redacted] is only paying for the repairEven though I believe that we informed the customer appropriately, I have decided to refund the charges because the customer felt that they were misinformedIn the future the customer may want to keep in mind that when a unit is out of warranty that a nonrefundable service fee is normally charged

Complaint: [redacted] I am rejecting this response because: Whoever wrote the reply on behalf of Williford’s Appliance Repair did not state their name or title with the companyFurthermore, the business reply is full of lies, deception, and inaccurate informationBelow is more of the same complaint details (as previously reported on 2-13-17): 1)The business DID NOT contact us, we had to contact them for the diagnosis and repair quote 2) No one ever explained to us why the quote all of a sudden “mysteriously” changed and was different then what we were told over the phone 3) The business knew it was a freestanding unit and NOT a built in unit, their so called “tech ***” saw it in person during his visitThey didn’t change their quote until we told them to email it to us so we could submit it to [redacted] for warranty 4) Williford’s misdiagnosed our fridge and tried to price gauge us by claiming that NOT (as previously stated by the representative replying) but parts needed to be replaced as per their written diagnosis (Invertor Board, Compressor, and Drier)Thankfully, the reputable and honest appliance repair company we got a 2nd opinion from only diagnosed part that needed to be replaced per their tech phone call with [redacted] from [redacted] during their diagnosis visitThis proves that Williford’s Appliance Service is untrustworthy, dishonest, and only trying to scam their customers or just plain incompetent of appliance repair5) The fridge WAS under warranty and [redacted] DID cover the part that was replaced by the other company 6) To date the unit is still functioning properly, we are satisfied with the other appliance repair company, and feel like were treated fairly and honestly by them, UNLIKE the service we were provided by Williford’s Appliance ServiceWe hope that by taking the time to report their inadequate services that other people will not get the run around and be subjected to fraudulent charges as we were7) Williford’s DID NOT try to remedy this issueI wasn’t even allowed to speak to their owner when I requested to before having to take it one step further and report them to the Revdex.com Regards, [redacted]

Our Legal Name is:Alamo Area Appliance Inc., DBA Williford's Appliance ServiceWithout going into a lot of details and after reviewing the customers complaint, we took care of this customer without any additional charges

We have had several service calls on this customer’s gas rangeThe original service call was that the oven and burners were not working After arriving we found that the main complaint was that they smelled gas and I believe that they had the gas valve turned off because of the gas smellWe checked for a gas leak and could not find one, and proceeded to checked all the burners and tested the oven temperature at degreesOur tech could not find any problems with the unit or find any gas leak and ask them to contact their LP gas company to check for any gas leaks that could possible be coming from their equipment They called back saying that they could still smell gasOur tech went back and found the gas line coming from the gas valve to the top burners was a little loose and tightened it then checked with soap bubble solution and found no leakHer son called back and said that he worked for a gas company and that they could still smell gas and that he believed the leak was coming from the same gas line coming from the unit’s gas valve going to the top burners and believed that it maybe stripped outIn an attempt to hasten the repair, I looked the part up and told him that I would order the part and then call them when it arrived to set up a service call to have it installedWhen the part came in we went out and installed itThey called back saying that they could still smell gasI had my tech go back out with a gas leak detector to see if he could find a leakUpon arrival one of the daughters was there and had a gas leak detector that her brother had borrowed from his companyMy tech and the daughter both checked for a leak and could not find oneThey called back and said that they could still smell gasMy tech went back and the brother was thereMy tech sprayed soap solution over every connection and finally found a very small gas leak on their flex gas lineAs a reminder, this call is an extended warranty call from Wilcox, and the flex gas line is the responsibility of the customer and not covered by the extended warrantyWe had the brother sign the ticket that the flex gas line was the culprit and that it was not a covered part We assumed that the call had been completed because our tech had checked all the burners and tested the oven at degrees and the unit seemed to be workingAround a week later the mother called asking about a part she thought was ordered for the stove, but we had no parts on order and believed the call had been completedI think the mother may have been confused with the gas line part we ordered for the unit and it had been installed alreadyYou have to understand that there were four different people at different times at the home I believe the first time was the mother, another time was one of the daughters, another time was one of the other daughters, and another time was the son or brotherThey are saying now that there is no gas leak, but that the oven will reach degrees and cut off and never come back onI don’t know if that was one of their original complaints, or a new oneWe have been there several times at this pointWe set up another service call to go back and check the ovenOur tech had called them in advance to ask them to preheat the oven to degrees so he could see why the unit would not come back on after reaching the set temperatureWhen he arrived at the home he found that they had not preheated the oven, and ask why they had not preheated the oven, and that is when things started going down hillI believe the daughter called the brother, and when he came on the phone he became very demanding, and started calling my tech various names, and this was not the first instance in witch they (including the mother) had called my tech some very awful names We had called Wilcox and had them on the phone while our tech was still in the home, and after hearing what was being said, they said that the best thing to do was to just leave the home.One of the daughters called and told me that she had a video that she was going to send and I gave her our email addressShe said she was going to send it, but I never received itNot sure what she has on video, but my tech said he did not do or say anything derogator and my receptionist was on the phone with him and Wilcox throughout most of the conversation.I understand that it is a big inconvenience, and that people get very upset when they have problems with their appliances that they paid their hard earned money for, and that it is very difficult to have someone at home to have their unit diagnosed and or repairedPlease also understand that it is only to our advantage, as well as our customer’s, to repair their appliances as soon as possible, we do not make any additional money by prolonging a repair, or going back several times I also understand that they would like an apology and I do apology for the fact that this service call became so unpleasant for everyone concerned, but again I would like to remind them that this is a Wilcox extended service contract, and that Wilcox has to approve and has the final say on any and all repairs under their service contract.As far as there unit being repaired, after what all has transpired, we believe that it would be best for everyone involved if they contacted Wilcox and had a different servicer continue with any future repairs

ON 9/6/OUR TECH [redacted] WENT OUT REPLACED BEARING WHICH COMES IN HINGE ONLY MRS [redacted] HUSBAND HELPED TECH TO REMOVE DOOR BECAUSE THE DOOR IS HEAVY IF HE HAD NOT HELPED OUR TECH WE WOULD HAVE GOTTON ANOTHER TECH TO HELP THERE WASN'T ANYTHING ON TOP OF REFRIGERATOR ON 9/20/MAX ANOTHER TECH WENT OUT BECAUSE ICE MAKER NOT WORKING MAX CHECKED DOOR WHICH WAS CLOSING PROPERLY AND THE ICE MAKER AND WATER VALVE BAD AT THAT TIME NOTHING WAS SAID ABOUT ANYTHING BEING BROKEN ON 9/21/JASON CALLED QUOTED CUSTOMER AND THE QUOTE WAS CANCELLED NOTHING HAS BEEN SAID ABOUT ANYTHING BEING BROKEN SHE WAS QUOTED FOR ICE MAKER AND WATER VALVE ONLY IF I KNOW SOMEONE IS COMING TO WORK ON ONE OF MY APPLIANCES I WOULD MOVE ANYTHING BREAKABLE AND IF MY HUSBAND IS AT HOME HE WOULD MAKE SURE THERE IS NOTHING THAT SHE CLAIMS THAT EXPENSIVE OUT ON TOP OR ON COUNTERS

First off, I do apologize for any confusion that there may have been about this service callOur technicians call the technical hot line to explain the problem or error code that the unit is having and the tech line suggest what part they believe will repair the productThere are times when the tech line is incorrect in their suggestions and additional parts are needed to complete the repairI believe that most of us have experienced this when having our automobiles repaired at a shopWe usually explain to the customer that this may or may not repair the unit and that without installing the part that was recommended to us by the tech line that we cannot tell if the unit may need additional parts After installing the part that was recommended by the tech line, we found that the unit did need an additional partIn this particular situation we decided to send a different tech to verify that the unit did in fact need the additional partsThe customer did not what to spend any additional money to have the unit repairedWe tried to explain that she was still going to be responsible for the parts and labor that had already been installedI believe that is when she became upsetYou have to keep in mind that the unit belongs to the customer and that we are just trying to repair it for themWe can only replace parts that are recommended to us by either the error code the unit is showing or what the technical line suggest needs to be replaced After some consideration and in good well we decided to refund the repair cost back to her if she would permit us to go back and remove the part In response to our receptionist, they answer countless customer calls a day and are very professional until a situation arises that forces them to handle the situation differentlyAs a result I receive many compliments on just how professional that they handle themselves over the phoneYou have to understand that they are only trying to explain to customers how service worksSome customers unfortunately do not want here what they are trying to explain to themI do apologize for any confusion or misunderstanding that there may have been during this processes.I do believe that after responding to this customer’s apprehensions as best I could and as stated previously refunding the repair cost to the customer that this should bring this matter to a conclusion, and as you can see, there is no desired monetary settlement or disputed amount requested

ON 6/9/*** *** CALLED TO SCH CALL FOR 6/13/TECH OLIVER WENT OUT CKED UNIT FOUND ICE MAKER BAD ON 6/14/*** CALLED QUOTED *** *** TO QUOTE CUST FOR REPAIR WHICH SHE APPROVED ON 6/23/OLIVER WENT OUT REPLCED ICE MAKER ON 7/7/CUSTOMER CALLED SAID ICE MAKER NOT WORKING
WE SENT OUR TECH MAX OUT AND THE ICE MAKER HAD FAILED AND THE WATER VALVE WAS BAD ON 8/5/MAX WENT OUT REPLACED THE ICE MAKER AT NO CHARGE AND *** ALSO REPLACED WATER VALVE AT NO CHARGE TO THE CUSTOMERON 9/6/CUST CALLED BACK MAX WENT BACK AT NO CHARGE RECHECKED UNIT CALLED TECH LINE PER TECH THE PCB BOARD WAS BAD ON 9/7/*** CALLED CUSTOMER TO QUOTE HER FOR PCB BOARD FOR PART,FREIGHT AND TAX $NO LABOR OUR LABOR IS ONLY FOR DAYS AND THIS HAD BEEN SINCE JUNECUSTOMER REFUSED REPAIRSTHE ONLY PART THAT *** *** HAS PAID FOR IS AN ICE MAKER THE WATER VALVE *** PAID FOR PART AND FREIGHT WHICH COST OUR COMPANY A $THAT'S MORE THAN WHAT SHE PAID THE ICE MAKER

To start with her unit is not still under warranty, and yes we do ask for a credit card to reserve an appointmentWe need our Tech’s leaving with a full route as I’m sure all companies would preferIf for some reason you cannot keep your appointment, we have the right to charge your credit card
for the service callThe service call was taken on 11/30/stating that the unit was not holding temperatures, and an appointment was scheduled for 12/2/On 12/2/Our Tech *** did diagnose the unit and called the Tech-line and spoke with *** at *** to verify the diagnosis and I was listening in on a three way conversation*** asks *** to run several test on the inverter and the compressorAfter testing the unit components it was determined that both the inverter and compressor needed to be replaced*** told the customer that we would look up the parts needed and call them back with a quoteWe also needed to see if anything would be covered by and extended limited warrantyAfter looking up the parts and the warranty, we found that there was no extended warranty on any of the parts neededWe tried to contact the customer with a quote and had to leave a message on 12/05/at 10:AMThey finally called back much later and we gave them a quoteThe quote first given to them was incorrect on the laborI called and spoke with the husband and corrected the quote and explained whyThe first quote was for a buiunit, and the corrected quote was for a free-standing unitThey ask for a written quote and we emailed it to the address they gave usThey called *** and *** sent them the inverter board (not covered by warranty) and had another company install itThe quote we gave them was for the parts that the *** Tech-line told us to replaceThe inverter board and compressor work together and as a rule it is a good idea to replace both togetherWe have to warranty our work, and if the compressor only worked for a short period of time, they wouldn’t have been happy about that eitherI truly hope they do not have any further problem with their unit

Complaint: ***
I am rejecting this response because:Most of these statements made are very untrue and make no senseIt seems as if they made their own assumptions of what happened all those times was not professional at all neither was the manager of willaford
Regards,
*** ***

Complaint: [redacted]
I am rejecting this response because:  the business is not stating accurate information.  While the dates are off slightly, the matter of this complaint, is the total dollar value, $103.73 paid for service call on June 13, 2016 and $232.37 paid for the part and repair.  To date, the ice maker is still not in functioning mode.  While, the business has stated, their service tech has been out, and did not charge for a valve, my stance is still stating the diagnosis was wrong.  If the diagnosis had been correct, there is a strong possibility the "no charge" item was not needed.  As stated earlier, the tech made the diagnosis, after consulting with the 1-[redacted]-Samsung line.  I am still respectfully requesting, due to the challenging encounters, I have had with the business, and has not fulfilled the repairing of the ice maker, a refund of the receipts listed above.  [redacted] has made it very difficult to for me to be heard; therefore, I do not wish to continue to be treated as a second class customer.  I have had many repairs in my home, and while I do not have an issue paying for a repair; in this case, the issue has never been resolved.  Please note, I would have submitted the two invoices, but I did not know how to load them.  I had some trouble.  Thank you for your time.Respectfully,[redacted]
Regards,
[redacted]

Our Legal Name is:Alamo Area Appliance Inc., DBA Williford's Appliance ServiceWithout going into a lot of details and after reviewing the customers complaint, we took care of this customer without any additional charges.

Complaint: [redacted]
I am rejecting this response because:
p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 11.0px Helvetica; -webkit-text-stroke: #000000} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 11.0px Helvetica; -webkit-text-stroke: #000000; min-height: 13.0px} li.li1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 11.0px Helvetica; -webkit-text-stroke: #000000} span.s1 {font-kerning: none} span.s2 {font: 12.0px Helvetica} ol.ol1 {list-style-type: decimal}  Whoever wrote the reply on behalf of Williford’s Appliance Repair did not state their name or title with the company. Furthermore, the business reply is full of lies, deception, and inaccurate information. Below is more of the same complaint details (as previously reported on 2-13-17):  1)The business DID NOT contact us, we had to contact them for the diagnosis and repair quote.  2) No one ever explained to us why the quote all of a sudden “mysteriously” changed and was different then what we were told over the phone.  3) The business knew it was a freestanding unit and NOT a built in unit, their so called “tech [redacted]” saw it in person during his visit. They didn’t change their quote until we told them to email it to us so we could submit it to [redacted] for warranty. p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 11.0px Helvetica; -webkit-text-stroke: #000000} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 11.0px Helvetica; -webkit-text-stroke: #000000; min-height: 13.0px} span.s1 {font-kerning: none}  4) Williford’s misdiagnosed our fridge and tried to price gauge us by claiming that NOT 2  (as previously stated by the representative replying) but 3 parts needed to be replaced as per their written diagnosis (Invertor Board, Compressor, and Drier). Thankfully, the reputable and honest appliance repair company we got a 2nd opinion from only diagnosed 1 part that needed to be replaced per their tech phone call with [redacted] from [redacted] during their diagnosis visit. This proves that Williford’s Appliance Service is untrustworthy, dishonest, and only trying to scam their customers or just plain incompetent of appliance repair. 5) The fridge WAS under warranty and [redacted] DID cover the part that was replaced by the other company.  6) To date the unit is still functioning properly, we are satisfied with the other appliance repair company, and feel like were treated fairly and honestly by them, UNLIKE the service we were provided by Williford’s Appliance Service. We hope that by taking the time to report their inadequate services that other people will not get the run around and be subjected to fraudulent charges as we were. 7) Williford’s DID NOT try to remedy this issue. I wasn’t even allowed to speak to their owner when I requested to before having to take it one step further and report them to the Revdex.com.  
Regards,
[redacted]

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. Please advise Williford Appliance Repair that the warranty of my washing machine is still under a full manufacturer warranty through January 26, 2018.
Regards,
[redacted]

First off, I do apologize for any confusion that there may have been about this service call. Our technicians call the technical hot line to explain the problem or error code that the unit is having and the tech line suggest what part they believe will repair the product. There are times when the...

tech line is incorrect in their suggestions and additional parts are needed to complete the repair. I believe that most of us have experienced this when having our automobiles repaired at a shop. We usually explain to the customer that this may or may not repair the unit and that without installing the part that was recommended to us by the tech line that we cannot tell if the unit may need additional parts.
After installing the part that was recommended by the tech line, we found that the unit did need an additional part. In this particular situation we decided to send a different tech to verify that the unit did in fact need the additional parts. The customer did not what to spend any additional money to have the unit repaired. We tried to explain that she was still going to be responsible for the parts and labor that had already been installed. I believe that is when she became upset. You have to keep in mind that the unit belongs to the customer and that we are just trying to repair it for them. We can only replace parts that are recommended to us by either the error code the unit is showing or what the technical line suggest needs to be replaced.
After some consideration and in good well we decided to refund the repair cost back to her if she would permit us to go back and remove the part.
In response to our receptionist, they answer countless customer calls a day and are very professional until a situation arises that forces them to handle the situation differently. As a result I receive many compliments on just how professional that they handle themselves over the phone. You have to understand that they are only trying to explain to customers how service works. Some customers unfortunately do not want here what they are trying to explain to them. I do apologize for any confusion or misunderstanding that there may have been during this processes.I do believe that after responding to this customer’s apprehensions as best I could and as stated previously refunding the repair cost to the customer that this should bring this matter to a conclusion, and as you can see, there is no desired monetary settlement or disputed amount requested.

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.
Regards,
[redacted]

We have had several service calls on this customer’s gas range. The original service call was that the oven and burners were not working.  After arriving we found that the main complaint was that they smelled gas and I believe that they had the gas valve turned off because of the gas smell. We...

checked for a gas leak and could not find one, and proceeded to checked all the burners and tested the oven temperature at 350 degrees. Our tech could not find any problems with the unit or find any gas leak and ask them to contact their LP gas company to check for any gas leaks that could possible be coming from their equipment.  They called back saying that they could still smell gas. Our tech went back and found the gas line coming from the gas valve to the top burners was a little loose and tightened it then checked with soap bubble solution and found no leak. Her son called back and said that he worked for a gas company and that they could still smell gas and that he believed the leak was coming from the same gas line coming from the unit’s gas valve going to the top burners and believed that it maybe stripped out. In an attempt to hasten the repair, I looked the part up and told him that I would order the part and then call them when it arrived to set up a service call to have it installed. When the part came in we went out and installed it. They called back saying that they could still smell gas. I had my tech go back out with a gas leak detector to see if he could find a leak. Upon arrival one of the daughters was there and had a gas leak detector that her brother had borrowed from his company. My tech and the daughter both checked for a leak and could not find one. They called back and said that they could still smell gas. My tech went back and the brother was there. My tech sprayed soap solution over every connection and finally found a very small gas leak on their flex gas line. As a reminder, this call is an extended warranty call from Wilcox, and the flex gas line is the responsibility of the customer and not covered by the extended warranty. We had the brother sign the ticket that the flex gas line was the culprit and that it was not a covered part.  We assumed that the call had been completed because our tech had checked all the burners and tested the oven at 350 degrees and the unit seemed to be working. Around a week later the mother called asking about a part she thought was ordered for the stove, but we had no parts on order and believed the call had been completed. I think the mother may have been confused with the gas line part we ordered for the unit and it had been installed already. You have to understand that there were four different people at different times at the home.  I believe the first time was the mother, another time was one of the daughters, another time was one of the other daughters, and another time was the son or brother. They are saying now that there is no gas leak, but that the oven will reach 350 degrees and cut off and never come back on. I don’t know if that was one of their original complaints, or a new one. We have been there several times at this point. We set up another service call to go back and check the oven. Our tech had called them in advance to ask them to preheat the oven to 350 degrees so he could see why the unit would not come back on after reaching the set temperature. When he arrived at the home he found that they had not preheated the oven, and ask why they had not preheated the oven, and that is when things started going down hill. I believe the daughter called the brother, and when he came on the phone he became very demanding, and started calling my tech various names, and this was not the first instance in witch they (including the mother) had called my tech some very awful names.  We had called Wilcox and had them on the phone while our tech was still in the home, and after hearing what was being said, they said that the best thing to do was to just leave the home.One of the daughters called and told me that she had a video that she was going to send and I gave her our email address. She said she was going to send it, but I never received it. Not sure what she has on video, but my tech said he did not do or say anything derogator and my receptionist was on the phone with him and Wilcox throughout most of the conversation.I understand that it is a big inconvenience, and that people get very upset when they have problems with their appliances that they paid their hard earned money for, and that it is very difficult to have someone at home to have their unit diagnosed and or repaired. Please also understand that it is only to our advantage, as well as our customer’s, to repair their appliances as soon as possible, we do not make any additional money by prolonging a repair, or going back several times.  I also understand that they would like an apology and I do apology for the fact that this service call became so unpleasant for everyone concerned, but again I would like to remind them that this is a Wilcox extended service contract, and that Wilcox has to approve and has the final say on any and all repairs under their service contract.As far as there unit being repaired, after what all has transpired, we believe that it would be best for everyone involved if they contacted Wilcox and had a different servicer continue with any future repairs.

ON 9/6/16 OUR TECH [redacted] WENT OUT REPLACED BEARING WHICH COMES IN HINGE ONLY MRS [redacted] HUSBAND HELPED TECH TO REMOVE DOOR BECAUSE THE DOOR IS HEAVY IF HE HAD NOT HELPED OUR TECH WE WOULD HAVE GOTTON ANOTHER TECH TO HELP THERE WASN'T ANYTHING ON TOP OF REFRIGERATOR ON 9/20/16 MAX ANOTHER TECH WENT...

OUT BECAUSE ICE MAKER NOT WORKING MAX CHECKED DOOR WHICH WAS CLOSING PROPERLY AND THE ICE MAKER AND WATER VALVE BAD AT THAT TIME NOTHING WAS SAID ABOUT ANYTHING BEING BROKEN ON 9/21/16 JASON CALLED QUOTED CUSTOMER AND THE QUOTE WAS CANCELLED NOTHING HAS BEEN SAID ABOUT ANYTHING BEING BROKEN SHE WAS QUOTED FOR ICE MAKER AND WATER VALVE ONLY . IF I KNOW SOMEONE IS COMING TO WORK ON ONE OF MY APPLIANCES I WOULD MOVE ANYTHING BREAKABLE AND IF MY HUSBAND IS AT HOME HE WOULD MAKE  SURE THERE IS NOTHING THAT SHE CLAIMS THAT EXPENSIVE  OUT ON TOP OR ON COUNTERS.

I looked into this matter and found that [redacted] did pay for the parts and labor to repair only. This unit had a serial number showing that it was manufactured around February 2013 making this unit four years old and making this unit out of warranty. [redacted] had us take pictures of the rust, and...

decided to give this customer a onetime concession to replace the rusted top. Normally the service charge is not covered by [redacted] and we have to collect for the service charge fee, and [redacted] only pays for the parts and labor to repair only. You have to remember that this unit is out of warranty and not in warranty, and that [redacted] is only paying for the repair. Even though I believe that we informed the customer appropriately, I have decided to refund the charges because the customer felt that they were misinformed. In the future the customer may want to keep in mind that when a unit is out of warranty that a nonrefundable service fee is normally charged.