Complaints

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• Initial Complaint

  Date:30/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hired Dial an Applianceman. The Tech installed pedestals properly underneath the wash & dryer But broke a hose when reattaching hoses to the washing machine that flooded a portion of the room. Company wont take any liability after 2 more technicians returned to fix the leak, and it continues to leak. Flooded the area around the units in the room, because the drain couldn't handle the amount of water, damaging baseboards and subsequently walls behind. Now 2 months later still trying to have them take some responsibility which they are not and putting our children are at risk of possible mold etc due to the water damage. now having to spend hundreds more the complete the repairs to the baseboard and walls. Dial an Applianceman also did not replace the broken hose their technician damaged. 2 Technicians who arrived to Diagnose the issue also took photos of the damage to show to Dial an Applianceman to provide options to repair. But when sent to Dial an Applianceman management they denied any responsibility. Would like the company to pay us for the repairs upon completion. Company is NOT to be Trusted.

  Business Response

  Date: 31/10/2023

  ******* called us to install pedestals on his washer and dryer. Since we needed two people out to install it, we sent out our delivery team on June 28, 2023. The delivery team is in charge of installing appliances including pedestals. The delivery team is a 3rd party company who works for us. During the pedestal install, the delivery guys noticed that the hose was very old and advised the customer to change it. The customer did not want to pay $30 for new hoses so our delivery guys complied and used the old hoses the customer provided. When ******* called us the first time letting us know the washer is leaking, I asked him to contact the delivery guys directly as they deal with any issues after installation. The customer was very rude and demanded us to be at his house exactly at 3pm the next day. Since it was a water leak, I thought it would be better if we send out our technician to see what happened. We sent out the technician (July 5, 2023) and he noted and took pictures of what happened. From his assessment and pictures, the hose was on correctly and tight. The reason for the leak was because the hose that the customer had was very old and should be replaced. The leak did not come from poor installation. If the hose was not installed correctly the leak would have been more significant. Instead the leak was very minor, a few drops as you can see in the pictures the customer uploaded. The hose was not provided by us, and it was the customers hose. We advised him we could change the hose for him which would cost money (hose and labour to install) but the customer did not want to pay for it. Our technician left and after this point, I thought the customer would have changed it himself. The customer then calls us back and tells us his washer is leaking again. We sent out a second technician on October 25 and he found the same issue. The water was leaking from the hot water hose. The second technician also advised the customer to change the hose. The customer again tells the technician that it is our fault and wants the hose changed for free. To be honest, we don't mind helping customers when needed but this customer is just way too rude and we advised the customer for us to change the hose he needs to pay us for the hose plus the labour for changing it. He again says no, and then proceeds to tell us that we are responsible for the damages. I advised him before going out the first time that if he wanted any water damage to be fixed, he would need to call the delivery/installation (3rd party company) that installed it. I provided him with their name and number but he again says that is not his responsibility. At this point, we have done everything that needs to be done on our end. The customer has not paid for the service call for the October 25 visit. This needs to be collected otherwise we will be sending it to collections by Nov 10. This customer has also written multiple reviews and has now filed a complaint here. I need the customer to understand that if he wants to proceed to any damages, he needs to contact the company who installed the pedestals, second the customer needs to change the hot water fill hose otherwise it will continue leaking. Both of these have been addressed to the customer but he is failing to understand this. We told him from this point on, we will no longer entertain his nonsense. 

  Customer Answer

  Date: 31/10/2023

  
  Complaint: 20802732
  
  I am rejecting this response because:
  

  ******* called us to install pedestals on his washer and dryer. Since we needed two people out to install it, we sent out our delivery team on June 28, 2023. The delivery team is in charge of installing appliances including pedestals. The delivery team is a 3rd party company who works for us. During the pedestal install, the delivery guys noticed that the hose was very old and advised the customer to change it. The customer did not want to pay $30 for new hoses so our delivery guys complied and used the old hoses the customer provided.   - This is an outright lie and false information. The existing hoses were installed in 2021 when the units were originally installed and the the renovations to the home were completed.  The existing hoses were not leaking prior to the installation of the pedestals, and obviously damaged during the installation thusly making the installation provider "Dial an Applicanceman" responsible. I was not provided an option to replace the hoses at that time, nor provided that as a solution. The hose was damaged by the Dial an Applicanceman installation team and subsequently responsible for the damages.  I was not advised prior to the work being completed that they were a subcontractor for Dial and Applicanceman, and I paid Dial an Applianceman for the services.  And will not be reaching out to their subcontractor regarding the damages, as I hired and paid Dial an Applicanceman, subsequently making Dial an Applicanceman responsible for the work completed and the eventual damages to our home. 

  When ******* called us the first time letting us know the washer is leaking, I asked him to contact the delivery guys directly as they deal with any issues after installation. The customer was very rude and demanded us to be at his house exactly at 3pm the next day. - FALSE and inaccurate this was not requested until October following the leak continuing. I was not rude but expected Dial an Applicanceman Management to acknowledge the issues and resolve.  But they refused. 

  Since it was a water leak, I thought it would be better if we send out our technician to see what happened. We sent out the technician (July 5, 2023) and he noted and took pictures of what happened. From his assessment and pictures, the hose was on correctly and tight. The reason for the leak was because the hose that the customer had was very old and should be replaced. The leak did not come from poor installation. If the hose was not installed correctly the leak would have been more significant. Instead the leak was very minor, a few drops as you can see in the pictures the customer uploaded. The hose was not provided by us, and it was the customers hose. We advised him we could change the hose for him which would cost money (hose and labour to install) but the customer did not want to pay for it. Our technician left and after this point, I thought the customer would have changed it himself. - FALSE, I was again not advised to change the hose, but advised to monitor it. 

  The customer then calls us back and tells us his washer is leaking again. We sent out a second technician on October 25 and he found the same issue. The water was leaking from the hot water hose. The second technician also advised the customer to change the hose. The customer again tells the technician that it is our fault and wants the hose changed for free. To be honest, we don't mind helping customers when needed but this customer is just way too rude and we advised the customer for us to change the hose he needs to pay us for the hose plus the labour for changing it. He again says no, and then proceeds to tell us that we are responsible for the damages. I advised him before going out the first time that if he wanted any water damage to be fixed, he would need to call the delivery/installation (3rd party company) that installed it. I provided him with their name and number but he again says that is not his responsibility. At this point, we have done everything that needs to be done on our end. - FALSE, not advised to change the hose, but rather the Dial an Applicanceman took pictures of the damages and told me that if it started after the installation Dial an Applicanceman should be responsible for the damages. We monitored the hose for that day and the hose began leaking again.  That is when I reached out to Dial an Applicanceman to get some sort of remedy, and was told to change the hose at that time. Which has been done at a cost incurred to me, from the faulty work completed by Dial an Applicanceman installation crew.  And now the leaking is resolved the damages to the home still exist and Dial an Applicanceman management is attempting to take no responsibility even after their technicians are stating otherwise. 

  The customer has not paid for the service call for the October 25 visit. This needs to be collected otherwise we will be sending it to collections by Nov 10. This customer has also written multiple reviews and has now filed a complaint here. I need the customer to understand that if he wants to proceed to any damages, he needs to contact the company who installed the pedestals, second the customer needs to change the hot water fill hose otherwise it will continue leaking. Both of these have been addressed to the customer but he is failing to understand this. We told him from this point on, we will no longer entertain his nonsense.  - I will not be paying any further invoices from Dial an Applicanceman, and was told via text message I was not being charged for the call out services. See attached.     Dial an Applicanceman management has not sent any invoices for services on October 25th, 2023 and if will received will be rejected. 

  Finally I was not rude but frustrated by the lack of customer services and professionalism from Dial an Applicanceman Management towards this situation, especially when receiving text messages at midnight instead of during regular business hours.  I hired Dial an Applicanceman to complete the work which resulted in damaging existing hoses which leaked and damaged our property. Regardless if Dial an Applicanceman used a subcontractor or now Dial an Applicanceman is and will be held responsible for all the parts replaced and all the damages to the property. 

  I have brought in a water damage restoration company and will be receiving the quote for the repairs today and will be holding Dial an Applicanceman responsible for the costs associated.  Dial an Applicanceman should have insurance to cover these types of issues or problems, and is concerning if they do not. 

  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 31/10/2023

  Hi *******, at this point I have nothing else to say. You keep rejecting anything I say so nothing I say will make either one of us happy.

  If you believe you are correct, then your only option is to sue the delivery company as they were out to install your pedestal.

  Thank you.

  Business Response

  Date: 31/10/2023

  Hi *******, at this point I have nothing else to say. You keep rejecting anything I say so nothing I say will make either one of us happy.

  If you believe you are correct, then your only option is to sue the delivery company as they were out to install your pedestal.

  Thank you.

  Customer Answer

  Date: 01/11/2023

  
  Complaint: 20802732
  
  I am rejecting this response because:
  

  Since I hired Dial an Applianceman, not your subcontractor. And was not advised it was a subcontractor until the issues arrived.  Since you will take not effort to rectify the issues, I may be forced to take Legal action against Dial an Applianceman, and am very confident an Alberta judicator will agree with the fault relay in the Dial an Applianceman.

   

  Sincerely,
  
  ******* *******