ComplaintsforAppliance Repair Specialist

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5/4 - ********************* came out to fix our dryer. He said that it looked like we had a warranty on the dryer, so the fix would be covered by it. We signed a work order that said $0 and we were not sent a copy.5/7 - ****** from Appliance Repair Specialists called and left a voicemail stating that we now owed a $145 service fee. 5/9 - called ****** back asking why we owed something when we were initially told that it was covered by warranty. She was rude and would only answer in yes or no. She said we owed $175 for parts, she said nothing about the parts + the service fee. At this point, we had been told 3 different prices. I ended this call saying we would be getting back to her.5/18 - A letter was sent to our address with a bill. We didnt receive this bill until Tuesday, 5/21, as we were out of town for our wedding. This letter was a bill now stating that we owed $498.86. We now owed the $175.48 for parts, $163.68 for labor, $145 for the service call, and $14.70 for tax. We were NOT made aware before we signed a work order to complete work on our dryer that it would cost almost $500. We would have declined the work and bought a new dryer for half the price. 6/2 - We received a second letter with a threat to send us to collections.6/12 - I called ****** back and requested to see the work order that has my signature and to get an explanation on the price. She replied with You want me to send you a receipt that says $0 on it? I said Yes. She said No. I replied Why not? She replied, I dont have it. I then asked if she could put me in touch with someone who does to which she replied No. I explained to her our situation once again and asked for any help she could give us. She gave me the number to Maytag to call about this, even though Appliance Repair Specialists are the ones charging us. She also stated that she would look into it and call me if she had an update. I had to call her for an update and she did nothing to help.

  

  Business response

  06/29/2024

  Hello **************,
  
  I am sorry for this problem you have experienced with our company. I hope your dryer is running well. Your dryer came over out of warranty with the exception of very few parts none of which we changed.  You were listed as the paying party.  You would have been advised when you called Maytag and provided them with your dryer's Model and Serial number that your unit was not under warranty.  They should have told you the service charge amount, $145.00, at the time of your call and that parts and labor were additional.  We should have told you the same information but somehow that conversation did not occur.  Our technician was fairly new to our company and thought your dryer was under warranty and proceeded with the repair. He came to your home and diagnosed your 7 year old dryer and put a new dryer element and a high limit sensor on your machine. The repairs of which you signed for in advance. He repaired your machine on the first visit with the parts that our pre id person spoke with you about before our visit. 
  
  Then on May 7, 2024 we tried to bill your job as in warranty and discover that it is not in warranty and contact you immediately about that.  We contact you again on May 9, 2024. You returned our call on June 12, 2024 over a month later as you had likely received our bill for the services rendered. 
  

  Had you called us back sooner we had more options:
  - We could have sent the tech back for the parts and not charged you labor. Only the service fee.
  - We could have made some deal but that is not how it went down. 
  - We could have fired the technician for his error.
  - Our technician got paid the day you paid the Bill. Otherwise he would not have been paid for the repair.
  But the right thing to do was to talk to you about the repair which we did.  You feel you should pay nothing and get a complete refund.
  
  Does that really seem like the correct solution?  It is our goal to make things right but I am not sure you paying nothing is a fair answer.  Since we did provide the service and fixed your machine and it has been running without issue. 
  
  Have you ever made an error before because that is what happened with our tech? Can we reach a reasonable agreement? Please let me know how you would like to proceed.

  
  

  Customer response

  07/01/2024

   I am rejecting this response because:
  
  Hi there,
  
  
  The solution I put is the only thing I could come up with. Your technician made a $500 mistake, so yes, while he made an error, as all humans sometimes do, it still needs to be rectified. If we would have been told what the cost was going to be up front, we would NOT have signed off on the work order. Im sure you can understand that paying $500 to get a dryer fixed is not reasonable, and anyone in my situation would buy a new dryer if they knew the cost of the fix. The issue is not us refusing to pay, the issue was that we were signing a work order under false pretenses. That is illegal. I did not call Maytag to schedule this service. I signed up for an appointment online, so nobody informed us that our warranty had expired. I would expect that the technician would have had the resources on his iPad to see that we did not have the warranty, but for some reason, he thought that we did. Id also like to point out that yes we were called on May 7th, and I was unable to call back at that time. Your representative called me again on May 9th, and we had a conversation about the fact that I was not told what the total would be before signing the work order even though I asked what the cost would be. The representative who called me that I mentioned in my initial complaint was the most unhelpful and rude customer service person I had ever dealt with. There was never a solution to be had, there was only a demand that we now had to pay for this service. The explanation she gave was this:
  In the voicemail (which I still have) sent on May 7th, she said we now owed a service fee of $145. The call that we had on May 9th, she said we only owed parts, which was $175. You can see why this would be extremely confusing. She did not explain that we owed $145 on top of the parts that was $175. THEN, after we get home from our wedding, we get a notice in the mail saying we now owe $498. Do you see how this would be confusing and frustrating? 
  The reason I didnt call back until June 12th is because we were trying to find a different solution. We really did not want to call your customer service line again because of how unhelpful she was in the first place. 
  When I had this call on June 12th, she was again rude and not willing to help solve for this issue. She tried to tell me that she explained the fees through a voicemail, which she did not explain the entirety of the fees. I asked if she could look into this for me to see if theres anything else she can do, and she said shed give me a call back with any update she might have. When I called her again on June 25th to receive an update, she stated once again that the fees were what they were and there was no changing that. I once again explained that this was not fair or right, and I was extremely upset with how ARS was handling this. She then ended the call with you can take this up with collections and then hung up on me. 
  
  
  We didnt pay the bill until June 25th after that call because as you can imagine, theres nothing to be done after being sent to collections. Since we didnt pay the bill until the 25th, you could have done something. We would not have minded paying the service fee if we would have been told. We would have minded paying for the parts fee + the service fee + the labor fee (which was the one fee that was never explained) if that would have been explained up front. 
  So yes, the reasonable solution is getting a refund simply because we were not told the fees before the service began. 
  

  

  Business response

  07/05/2024

  So we have two choices at this point, either way the tech will not be paid. He will have the money taken away from his next pay check. 
  Option 1: I can refund you $163 and whatever the change was for the labor.
  Option 2: I can charge you the service call $145 and we can come get our parts and you can buy a new unit.  We will refund you everything but your service fee. My tech will not be paid and will have to return to remove the parts. Using the machine for the last few months with be the only perk.
  

  Customer response

  07/08/2024

   I am rejecting this response because:
  The only reasonable solution to me would be to refund us everything but the parts. Your tech should not be the only one punished for this mistake. Like I said in my previous response, your customer service representative did not do one thing to make a deal with us once I explained the situation back on May 9th, like you had suggested you would do in your initial response. Not only did she refuse to help us, she refused to give us a copy of the work order that has my legal signature on it. The level of professionalism Ive dealt with regarding this issue has been non-existent. Refunding us everything but parts would be the only logical solution for both parties.
  

  

  Business response

  07/11/2024

  Unfortunately that was not one of the options. Thank you for your time. Have you ever went to the dentist and then later was billed for something that they did not cover. That is what happened here. We believed you and so did our tech. Trust is a two way street. I logged on just as you did to Maytags site and they quoted the fee to for us to service you in black and white and told you parts and labor were additional. There was no mistaking it. 

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I am writing to file an official complaint against the above referenced company. They are an appliance repair company, contracted with Frigidaire, to make warranty repairs on appliances. On/around April 24th, I contacted Frigidaire regarding a factory warranty repair for my range oven. I also have the extended warranty for this product to protect against any other losses.ARS (the company) was assigned by Frigidaire to come start this repair. But after several trips, in which their tech did not properly assess or address the issue, I then received a bill for $145 for a service that was not completed.ARS was assigned this repair via warranty, so their visit to has been already covered under their existing agreement with Frigidaire. But they are now trying to double dip and collect some exorbitant fee from me, an average consumer. ?I have also called Frigidaire to report this issue, and as a valid warrant holder, they have honored their commitments, and have sent another vendor to repair my appliance (at no cost to me of course). I have also called and emailed Appliance Repair Specialists to try resolving this issue and have been as patient and agreeable as I possibly can be. But I now feel I have to go through this official process. I would like for this business to immediately stop sending threatening letters, made up invoices, and menacing phone calls from their customer service department, to collect a fee for services not completed, and would appreciate your assistance in closing this matter. I imagine there are other customers who have experienced similar situations, so this may be a sign of a bigger issue. Thank you very much for your help.

  

  Business response

  05/21/2024

  You are complaining that we are contracted to make warranty repairs for Frigidaire. Which is true when your unit is under warranty which your unit is not under warranty. The communication broke down in several places. The first place is when our person asked you if the unit was under one year old and you said yes, when in fact it was three years and two months old. Then April 16th we called again and asked for your proof of purchase. Which it was not provided.  The bill you received is for our service call and diagnosis only. Any additional repairs would be an additional cost without warranty.  There is no warranty from Frigidaire so therefore it is COD call which means you owe us for the service fee. We are not double dipping or anything else.  Just trying to be paid for the services we provided you.  
  
  If you should have an extended warranty you have to call them and then they send over a dispatch or a request for a service call to us. That is how they work and pay for these items.  Any other way is a cod call.  We advised you to contact your warranty or extended warranty to see if they would make concession for you which would cover the cost but you declined that option so here we are again in the same place.
  
  We received a dispatch from Frigidaire to fix your Range on 3/27/2024.  You were listed as the paying party. You were scheduled for 3/29/2024. Our tech arrived and found your door front coming apart. The right front burner would not ignite. The tech notes you need a harness and an outer door. The parts are ordered. You were rescheduled 4/2 because the parts were not in yet. And again rescheduled to 4/16 for the same reason on 4/2 parts not in yet. Tech arrives 4/16/2024 and has to reorder parts and some notices they are trim pieces and that is not warrantied except for the first 30 days. That day the dispatcher calls you back to ask for your proof of purchase as the date on file is not correct your unit is over 3 years old and has no warranty.  If you have an extended warranty it will not cover cosmetic issues only functional ones. 
  
  Your recent foul language will prevent us from speaking to you ever again.  We will not negotiate nor will we stop from collecting this fee. We will pursue you to the fullest extent of the law.  We will be sending this notice to collections thank you for your time!

  Customer response

  05/22/2024

   I am rejecting this response because:
  
  We will settle this in arbitration or in court. Looking forward to it!!

  

  Business response

  05/29/2024

  As you wish.

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  1/20/24 Technician diagnosed our oven needing new fans. Although our double oven worked, we could only use one oven at a time and could not use the clean function as the oven would overheat and shut off completely. Technician gave us the price for the parts and labor and we had to pay in advance for the fans and labor. We paid by CC $975.41 on that day and were told they would schedule the service to repair when the parts came in.2/3/24 Technician came to repair the oven, installed the new parts, and the oven wouldn't even turn on. After multiple attempts to turn on and clear errors the tech called his supervisor who told him to replace the new parts he put in with the original parts. He did this and the oven still would not turn on. He said there was nothing else he could do and I asked to speak to his supervisor. He was reluctant to this request but finally called him and let me speak. I explained that we had a working oven (at least we could use one oven at a time) and now neither oven would work. I told him that we paid for this repair in advance (as that was the only way they would order parts and repair it) and he specifically stated that we would not have to pay the cost. The tech left and we were left without a working oven.2/20/24 We received our cc statement and the charge of $975.41 was on it. I called Appliance Repair Specialists (ARS) and explained the situation. The office manager was not in and was supposed to return my call. I called multiple times asking to speak to the office manager and was told she would contact me. Never received a returned call.2/29/24 Called cc company to dispute the charge, the next statement it was on a conditional credit for dispute, but the following month was reversed and we were charged again. We did not know the cc company sent follow up within the cc system.4/24/24 Called ARS to discuss and they offered a partial credit and waiting for a returned call. No call and now contacting BBB for help,

  

  Business response

  05/03/2024

  Mr and **************,
  
  
  We are sorry about the failure of your 2013 oven.  There was more wrong with it than just the oven's blower motors as we found out after replacing the blower motors. That would likely explain why only one oven would work and not the other upon arrival.  I cannot explain why a board goes out completely in this situation but it did and at no fault of the repair man. We are sorry that the manufacturer no longer makes the control board so we could not fix your appliance. We did our best to reduce your costs the day of install by removing the parts we had just spent several hours installing so you did not have to pay for those parts (the blower motors). We were however very invested in our time in your machine, initial trip and diagnosis and that is why you were only refunded $687.29.  We did double check and you were not double charged by our company at any time. We charged the initial $975.41 and then we subsequently refunded $687.29 to the same card.  If you do not see that credit on your next bill please let us know.  We are sorry you did not get a call back after you turned down our refund the first time. When you called back we offered it to you again April 30th at 2:02pm.  You remained unsatisfied at that time and filed this claim after our phone call and refund of $687.29 on April 30th.  We charged you $288.12 of which $160 dollars was the trip and diagnosis. The other $128 does not even covers the costs of labor and fuel, let alone insure and everything else a reliable company has to have.  You also spoke poorly of our technician to our owner which absolutely not true, **** is one our kindest and longstanding technicians and would never speak poorly in front of anyone let alone a lady. Please let us know how we can help you further.  
  

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted Appliance repair specialist to repair my refrig. They looked at my refrig on 3/23. They charged me $240.22, and told me they would needs parts. They said they could not return for another week, of course I lost all my refrigerator items and frozen foods. When they returned on 3/30 they replaced parts and charged me another $297.19. They claimed it was repaired. They refrigerator never got above 57 degrees. I called again and was told no one could come out until 4/5. They then claimed they had made an error on the repair and now it would work. It did not. When I called them I was told they needed to get a second opinion and call whirlpool. They had not returned my calls and refused to let me speak with a supervisor on multiple occasions. They planned to return on April 12. THREE weeks after my original call. I called another repair service. They fixed it in 35 minutes. I should add I am an elderly ****** parent and it was a hardship for me to bring in ice everyday and provide fresh food with no refrig for THREE weeks. I only spoke with a supervisor 4/12 after I told they not to return, and that I would file a complaint. They offered nothing. They have no remorse.

  

  Business response

  04/18/2024

  **************,

  I am currently investigating your repair records to determine if we may issue a refund.  Would you be so kind as to provide the repair receipt from the other company that repaired your machine? That should expedite this matter.

  From our records we were contacted on 3/22/2024 and scheduled for 3/23/2024 from 11-1pm. We arrived at 10:14am. Your complaint was the unit was not cooling. When we got there we found your unit not cooling properly in the fresh food section with frost buildup in the freezer. We ordered the parts to fix this type of issue: ******************* defrost heater and a damper. We collected $250 by bank card on 3/23/2024. That was to cover the service call and diagnosis and half the parts ordered. We left an ordered the parts.  The parts came in on 3/27/2024 at 10:02am and you were sent a request to schedule on 3/27/2024 and had selected an appointment on 3/30/2024 12-3. Our guy came early at 9:23am and was there an hour working on your machine. He stated the unit was not cooling in the fresh food section. He replaced the damper and the thermistor and states the defrost heater had continuity and lists the ohms at 30. Fan was spinning and freezer was at 0 degrees. He complete the job and left. Food that spoils because your unit was broken is not our fault we did not make it we just try and fix them. We are sorry for your the lifestyle change you endured because you had to by ice to keep your milk cold for your children. When you call back on 4/2/2024 you state the refrigerator section is not getting as cold as it should.  On April 2 at 10:33 am we opened a new ticket and scheduled you for 4/4/2024 a Thursday between 12-3 but you were not available because you had to pick up kids and rescheduled to Friday. When we got  there on Friday at 10:30am we found your unit not cooling.  The tech  states that the cover to fan was stopping the blade from spinning. He freed the fan up and completed the job. On 4/8/2024 at 10:31am and your unit is still not cooling properly and we ordered a evap motor and fan blades. You confirmed for 4/12 Friday.  You were not happy with that date and wanted a call from a supervisor and requested a price on PRE ID parts. Was going to send a tech 4/11 12-3 if she calls back today. At 4/12/2024 you file a complaint with the ** before we could even come see what the problem is and we were on schedule to see what was going on.

  Thank you

• Initial Complaint

  03/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This was a warranty repair of Washing Machine on 4 Jan 2024.The repairman completed the repair on same date and provided me with an invoice (?) which I guess, explained the reason(s) why the Washer malfunctioned.I did not understand the explanation and requested clarification of terms listed on the invoice.I requested this on 4, 9, and 24 Jan 2024, 5 and 27 Feb and have not received a reply.

  

  Business response

  03/12/2024

  ******************,

  I am not sure why someone could not address your email.  I will be finding out. However, to address your questions I called the technician and spoke to him today.  This is what he told me: On January 4, 2024, ****** found your drain pump pumping water. He found suds in the line and an air pocket by the pressure switch. He tested the pump it was getting 12  volts and was working, pumping water as it should have been. He found your machine to be unbalanced which did not allow the machine to spin the whole cycle. He adjusted the legs or leg. 

  I hope this answers your questions. I am sorry nobody took the time to get your questions answered. 

  Thank you

   

  Customer response

  03/13/2024

   I am rejecting this response because:

  1.  I understand that "Drain Pupm Pumps Water", that is self explanatory.

  2.  Twice in ******* explanation "Drain Pupm Pumps Water".

  3.  ****** only adjusted right front leg.

  4.  ******'s explanations are ambiguitious.
  

  
  

  

  Business response

  03/13/2024

  I am sorry you are displeased with our answers. This was supposed to be corrected and sent to you through our email but someone in our office dropped the ball. I am sorry they did not respond to you timely. If there is anything else I can help you with feel free to reach out.

  Customer response

  03/14/2024

   I am rejecting this response because:
  BBB, Thank you for your assistance, I am not going to waste my time with ARS.

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Damage done to drywall when technician removed oven for warranty repair. Oven not properly reinstalled on first visit (the sides and bottom of the oven were sticking out from the wall with the top of the oven being the only portion that was flush with the wall). We were advised to call the office and report the damage. On second visit technician shoved the oven into the wall so it would be properly flush mounted; drywall still damaged. After three calls ARS stated they are not responsible for the damage to the drywall as the original install was done improperly in a soft cabinet and not a hard cabinet. Per the owners manual and the appliance distributor, the Location Requirements state: (1) cabinet opening/cut-out dimensions are provided and must be used so you have minimum clearance to install the oven. They do not state that the oven is required to be in a hard/finished cabinet. (2) Recessed installation area must provide a complete enclosure around the recessed portion of the oven. These requirements were met in March 2021 when the oven was originally installed with no install issues. Distributor stated the oven would have fallen out of the wall or crippled the wall due to its weight if it had been improperly installed. Manual also states that due to the weight of the oven two people are required to remove and reinstall the oven. At no time prior to starting warranty repair work did the technician state that he felt there were any issues with the original install or that if any damage was incurred that they would not be responsible.

  

  Business response

  03/09/2024

  *****************,
  Your oven is installed to a piece of drywall that is not a solid surface as recommended by the manufacturer. A solid surface is made of wood, metal, or something else hard and not flakey like a piece of drywall. The reason the drywall broke is because the oven slides in and out of its cabinet and the drywall sat higher than the piece of wood it sat on which is due to a poor initial installation. I searched high and low for pictures of double ovens in a stucco wall like yours but could not find any. Every double oven I found was installed into a wood cabinet and seems to be required by code. Please see the attached pictures.  The only way a double wall oven comes in and out of your wall is to slide it as we did. It could have been painted to the oven ma'am we cannot prevent everything.  Even on the location requirements you sent in, speak of a cabinet in item 1,2, 6, and 7. The third item form the bottom states, "oven support surface must be solid, level and flush." It must be flush because that double oven weighs 330 lb.  If it is not flush the drywall will break off like it did when you slide it out of the wall. The reason they request two people is because of the weight.  We train our guys how to do that by themselves so we do not have to charge extra unless the weight is over 400lbs.
  Because of an improper install by the very first person that installed this oven we shall not be held liable for that. If not repaired properly this time it will happen again the next time the oven is removed from the wall. I am not a construction person nor do we fix walls. For these reasons we will not assume liability for your wall.  Thank you for your time.

  Customer response

  03/15/2024

   I am rejecting this response because:

  If not properly installed as you said the drywall would have caved or the oven would have fell out of the drywall long before now. The reason the drywall broke is because the technician toggled the oven back and forth when removing from the wall. He caught the lower right corner and took it with the oven. If pulled straight out with two people as required this could have been avoided. There is no damage to lower left corner.  We do not know what kind of training you provided, but you did state that send one technician so you don't have to charge money. We have no charge in our warranty service contract. No where does it state that one person is acceptable if trained. We did not at any time paint the wall to the oven as you implied. Not sure why you even implied that as it has no place and is unprofessional. I have included pictures of double ovens installed into drywall or plaster, since you were not able to find any. We do not have a stucco wall. The code you speak of in the manual refers to electric.  Your technician told us twice to call the office and we were ignored. The surface that the oven sits on has nothing to do with the drywall damage - there would be no damage if ******* had removed the oven. Thank you. 
  
  

  

  Business response

  03/22/2024

  ****************, Both of the pictures you uploaded have ************** around the edges of the wall where the oven and appliances have been installed. I am sorry you do not have your wall edges framed so that the paint and drywall would not break. It would be very hard for an oven to fall out of the wall due to improper installation it weighs 330lbs. And the paint was sticking to the unit you sent us pictures of it on Jan 17. Toggling a unit there would be damage on the sides and there is not. You were not ignored but given the same answer you are getting here. You also sign a disclaimer that indicates we would not touch your unit because of the possibility of damage. I tried three times to attach pictures that show your unfinished walls but this suit cannot sustain them. I have tried yet again to attach the disclaimer you signed. We shall see if the site can take that. There are several ways you could frame the opening to avoid damage in the future. Thank you for your time.

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Whirlpool Washer and Appliance Repair Specialists is contracted with Whirlpool to make warranty repairs. ARS have gone to my house to repair my washer under warranty and out of manufacturer warranty on several occasions. The last occasion the technician didn't even go to my residence and just wrote in the notes that I need my breaker and wall unit checked. I suspect he was too busy or too lazy to even make it to my residence and make a physical presence. I called ARS for them to come and physically check my washer, not to suggest bogus claims. My whole electrical unit was replaced 2 years ago, there is nothing wrong with my electrical system. How can someone make that claim without even physically inspecting it. Furthermore, my dryer is next to the washer in question and it works perfectly and it is plugged in the same outlet as my washer. The last visit when the technician actually made it to my house on January 13th, I was charged ****** for the repair. Two days later my washer was malfunctioning again. Isn't there a warranty for that visit? I spoke to an ARS representative and she told me her lead wants me to hire a electrician to make sure my electrical system is working. Why am I going to hire an electrician when my electrical system is working fine?

  

  Business response

  01/29/2024

  Sorry ************** did not come to the door in January. We have been to your home to repair this washer multiple times. Every time we come back it is the same issue, your power cord is becoming defective which makes your washer stop working.  This is a commercial coin operated unit which comes with a 90 warranty. We have your date of purchase as 12/07/2022 so your unit is out of warranty.  Including the up and coming repair we have changed your power cord 5 times in less than a year. This is very odd.  We have documented this with Whirlpool multiple times.  We will be checking a few things on this next trip. Pending the outcome of those tests we will let you know. Thanks,

  Customer response

  01/29/2024

   I am rejecting this response because:
  
  I understand the washer is no longer in warranty, I paid out of pocket the last two times the technician came to my house. If the tech keeps changing the cord perhaps its not the cord. Since your technician wanted me to hire an electrician to look at my newly installed electrical system, I decided to hire another appliance repair company because its absurd your technician made that recommendation without stepping foot in my house. The other technician did something different. He removed and replaced the coin slide assembly which connects to the electrical panel. He stated it was ridiculous your technician kept changing the cord and charging me $350 for it. 

  

  Business response

  01/30/2024

  ***, I am not here to argue with you.  The cord was changed because there was no current getting to the control board as it should have. The control board was also changed mulitple times. These repairs were performed over 9 months. Your original complaint stated you wanted the job finished. As we indicated we would be testing all the components in depth as we would like to get the issue resolved. We had a man scheduled for today and you cancelled stating the unit is working. You were charged for one service call and some labor to install the parts. We followed the manufacturers recommendations and contacted them multiple times as we are required to do.  I am currently unsure how we may help you moving forward since you have hired another company to repair your machine. 

• Initial Complaint

  09/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A tech came to my home on 8/29/23 to attempt to repair a less than one year old GE dryerHe said the dryer was fine, that I had a breaker issueI replaced the breaker which was not neededStill no power to the dryerI called an electrician and he found it was a faulty power cord which should be included in the warrantyHe went to ********** and got a new cord and replaced itDryer is now workingAppliance Repair Specialists should have figured this outElectrician bill was $355.00

  

  Business response

  09/01/2023

  You are upset with us for coming to your home and not identifying a defective power cord during the course of our repair.  You desire a billing adjustment.  When ************** was in your home the breaker kept popping and then only half the power was present. That is a strong indicator of a breaker problem. However, power cords are not supplied with new machines nor are they warrantied when they fail regardless of their age. If we had identified the power cord as a failed item there would have been a charge to you to change it as we would have to order it and then install it.  When we came to your home, we did not charge you for our visit so I am unclear how we can perform a billing adjustment.  We are sorry the electrician did not test the breaker or the cord before charging you.  Please let us know how we can help you in the future.

  Customer response

  09/07/2023

   I am rejecting this response because:

  The repair person, ******* told me it was the breakerHe was looking at the wrong breakerThe one for the stove and ovenThe dryer breaker was below that oneWe bought a new breaker, but it wasnt neededThe electrician confirmed this..The electrician said the cord was defectiveHe went to ********** and got one and installed itThe dryer worked for a few days and then failed againIt is obviously the dryer, not the cordAnd your repair person failed to diagnose thisMy main reason for responding to this is I want other consumers to know that your company Is not reliableAnd ******* is an arrogant know it allHe suggested I get a clotheslinePerhaps a joke, but not the time or place for it

  
  

  

  Business response

  09/11/2023

  My technician is not an electrician.  I am sorry he lead you astray with your breaker which is why we recommended a licensed electrician to check things out. Sorry he looked at the wrong breaker. I am sorry we could not determine the cord was the problem.  That can be hard to do when you do not have power.  We tried to reschedule you and you cancelled the repair.  We are more than willing to return to your home and determine the problem with your dryer. I am sorry you feel we are not reliable. I do apologize for my technicians poor humor. I am not sure what else I can do for you.  I will say you are nearing the end of your manufacturer's warranty so please get someone to look at it before that is over. 

  Customer response

  09/11/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Scheduled a service repair for a dryer & took the whole day off work. My husband took a long lunch to bring me money to pay for the repairs. He called dispatch when he got here because the technician called 45 minutes previously to say he was on his way to tell dispatch he may have trouble finding the address but we really never have trouble because previously techs or delivery drivers ask the owners of the tire shop next door. Apparently the technician took a picture & left claiming no one was here. Dispatch didnt believe we were here even though we called previously. It was gross. I don't get paid for taking today off so Im out a days pay & I will have to buy a new dryers as I have been waiting 2 weeks for this repair.

  

  Business response

  08/21/2023

  *************************. We received your dispatch for 8/17 on 8/10/2023 at 14:47. The technician called you when he was on his way on 8/17. He arrived at your property at 10 am.  He provided a picture of the address **********************, it has a boat and a trailer under an awning. When I spoke to him the next day he said he had called the residence but nobody answered.  You were rescheduled for Monday 8/21/23 2-5pm, we called and confirmed with you and then you canceled the appointment by ********. We do not reimburse lost wages for missed appointments. We are sorry we missed you.

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  KitchenAid 23.8 cu. ft. Counter-Depth French-Door Refrigerator with PrintShield Finish, Stainless Steel Item 1356283 (model # ********** serial #??1808950 )from Costco On may 23, 2021. Received June 7, 2021 Paid $3,336.19 First called Costco (Reference #: ###-###-####47) 3/9/23 to help contact whirlpool about refrigerator “alerting the door to be open” when in fact it was closed. Food spoiled that week. Ars (appliance repair specialist) came to see the refrigerator 3/15/23 and diagnosed it with needing a new interface. (Receipt # 506450) Ars replaced interface 3/23/23 4/15/23 refrigerator started to “alert the door was open” (beeping) and a request for ars to service refrigerator was placed. Food spoiled that week. 4/21/23 ars diagnosed the an error code and called a techline. 4/24/23 received another receipt advising that it could be dc components or a power drop 4/28/23 i request a new refrigerator because I had to keep calling for repair of same issue 5/4/23 ars came to inspect refrigerator and ordered Orion box 5/10/23 ars replaced Orion box 6/7/23 alarm for door started to beep again but I reset it and it stopped 7/22/23 refrigerator started alerting door was open and contacted ars they explained it was out of warranty and I would have to pay $135 for servicing it. I agreed and paid. Food spoiled for the week 7/29/23 ars diagnosed the reed switches as being faulty and is charging $66.71 to order parts. When asked why parts keep being replaced but the problem hasn’t been fixed no clear answer has been given. Spoke to Costco and whirlpool and they insist it’s out of their hands as the refrigerator is out of warranty and will not pay for any further repairs. Whirlpool offered 15%off a new refrigerator. I’ve tried to get a hold of a supervisor at ars but josh seems to be busy.

  

  Business response

  08/07/2023

  I spoke to the consumer today, 8/7/2023. I was out of the office until today and could not respond. My apologies for the late response. I was going to offer to send a senior technician tomorrow at her appointment time but we have decided to wait until a decision is made by Whirlpool and Costco as to how they will proceed.  The consumer stated she got a second opinion and the other company states there is a problem with the wiring up inside the cabinet that has caused the failure. The consumer was not sure how the unit was diagnosed.  I advised we follow steps provided by the manufacturer and do or best each and every time.  We will revisit the refund once a decision is made by the manufacturer and seller.     

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