ComplaintsforDNE Appliance Repair

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Technician failed to run diagnostics per Whirlpool which is to run voltage checks on the inlet water valve unit or any diagnostics whatsoever. Never open3d the washerand was done in less than 10 minutes saying the total repair cost ia $417. Technician said he was replacing the water valve supply assembly unit, which per Whirlpool does not exist in this model. Technician said the part was *** with a 3 month warranty but Whirlpool says the *** part has a 12 month warranty, Clearly not *** part. I fixed and replaced the inlet water unit per Whirlpool instructions and the machine is working fine. Technician never addressed me by name but called me lady. No business card, no estimate left in writing. Never identified himself and his company. This was very unprofessional experience and the referral company really awful. Using ****** phone numbers. Think twice if you hear this company name.

  Business response

  03/13/2024

  We apologize for any miscommunication but according to the records we have the diagnostics was performed and the problem was written on your invoice copy that there is a problem with the water valve assembly it is an existing part all washers have water valve and i am not sure why whirlpool saying something different ?  i just searched online myself under your model and the unit does have it its all on the diagram and available for purchase.  All Washers in general have water valve or inlet valve assembly there is no way it can work without it.  We buy all original parts directly from the distributor that we have an account with and the distributor sells all original parts only . We give standard warranty on parts only which is 90 days which is pretty standard for any appliance repair company  if whirlpool wants to give you 12 months warranty on the same parts you are welcome to buy it from them but i am sure they charge you more for it cause there is no way they can provide 12 months warranty unless the price is higher and included or you purchase from them.  The diagnostic is legit and correct if you have doubts about technicians diagnostics then all you have to do is get second opinion and if it is true that our diagnostics is wrong then we will need proof from another company such as invoice copy and you will receive a full refund for the service fee that you paid.  If you disputed this charge with the bank then the bank will go in our favor no matter what because you signed the contract and we did our job that was promises such as diagnostics.  But can be refunded only if we truly wrong but we need proof as mentioned earlier 

   

  thank you 

   

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  10/9/23 DNE came to my house to diagnose washer repair. Repairman said he would take the code errors home to determine the issue and would call back following day to follow thru with repair but had to pay $75 before he left and it would go towards cost of service. Never heard back. We called about it and they said they would reimburse the money since no service/inquiry/communication was given. They did not follow thru with reimbursement (or services or follow up). They gave us NO answers, no service, no resolution but did cash my check. Would like retribution of some sort for stealing my money.

  Business response

  11/14/2023

  We apologize but according to the invoice copy all the diagnostics information was already on it and we told you what is needed and we did call the next day and left a voice message that information on the invoice is correct. We did visit your home , provided diagnostics and you even signed the invoice receiving that information so we dont understand why would there be a refund ? we put all on invoice which you signed so we dont understand what you trying to do here we apologize but we dont see any errors on our end at all.

   

  thank you 

  Customer response

  11/14/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** ** from DNE Appliance Repair came to my home on 10/25/2021 for repairs to my ******* Refrigerator. The door divider was broken. He took the part number and information for the refrigerator and said he would notify me when the part was received. Months went by and I repeatedly call to inquire. **** told that the delay was due to COVID 19. The last time I spoke with **** I asked for a refund and he said No. That the **** dollars was for a Diagnostic test. Which he had explained that before. Told me I would not get anything back. My refrigerator is still broken and I need the money for the repairs. I have not received Service nor Repairs from DNE. **** just took my money.

  Business response

  11/02/2022

  Business Response /* (1000, 5, 2022/10/12) */ we apologize but we have not charged you anything more then a service call the $100.00 that you paid is a service call for coming out your actual estimate would have been $352.00 your part are currently still on back order and it is beyond our control and this has been a problem nationwide with a lot of parts since pandemic started. It is not our fault that parts are back ordered and for that reason we keep our service call only which you were told about from day 1 when you called us. You are also welcome to try to find the parts yourself if you find it then we will be more then happy to install it for you and the service call that you paid will go towards it thank you Consumer Response /* (3000, 7, 2022/10/13) */ Hello **** The response from *** was not acceptable and not Truthful. Because **** ** Never explained the process and I trusted him. I was on ***** ********** at the time and talked about having gone through treatments as well. I never thought there were going to be issues with this. My refrigerator door is still broken and on ******** it will be a year of waiting. Just *********** Thank you *** for your assistance. ******* ******** Business Response /* (4000, 9, 2022/10/19) */ we apologize but we have done nothing wrong all we did is charged you service call and been in contact with you since then. It is not our fault that the parts are back ordered and there is also no *** on that back order we even checked today XX-XX-XX and the part still no where available. Please understand that there has been a lot of issues with parts etc nationwide and it is beyond our control. We understand your frustration but we have not charged you full price for the parts at all we only charged you for the service call and *********** which you were aware of before you even scheduled an appointment. The service call is not ********** all sales are final and its even states that on the invoice . thank you

• Initial Complaint

  10/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 31, 2022 I contracted with this business to repair my ide aker and was told it would be ***** I was told a **** deposit was required to order the part. No effort was made to find out the price of any parts costs. I believe I was scammed. I wrote a letter to send to DNE and it is attached. I offered to split the difference as the repairman had sent a considerable amount of time. The owner rejected the offer. They have multiple locations

  Business response

  10/26/2022

  Business Response /* (1000, 5, 2022/10/12) */ Customer called us because his refrigerator ice maker stopped working when we did diagnostics we found the ice maker was complete dead so we need to replace it after we changed the ice maker we tested the new one to make sure that its now getting power and it does but we have explained to customer that his refrigerator will also needs to be defrosted for 24 hours because of internal ice blockage which possible damages his ice maker on the first place. We have explained to him verbally and also wrote it on the invoice that his unit needs to be defrosted and everything after that will start to work. We even consulted with manufacturer and they told us the same thing. Customer refuses to do that and instead asking us to refund him half of the money as split because he is afraid of losing his food. We explained to him we understand the frustration but he can find a moment when there is less food or maybe ask a neighbor to store his food for 24 hours. This is not something we made up its recommended by manufacturer we did our work correctly but his denial of not comply with what needs to be done is not our choice it is his choice all he needs to do is defrost it but if he refuses to do then there is nothing we can do. We cannot do any splits or refunds cause we have done our work the rest he needs to do what manufacturer recommends thank you

• Initial Complaint

  09/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Had an issue with my dryer and had this company service it. While I was not present at the time of the service, the technician took full advantage of my other roommate who knows nothing about home appliances and charged her **** for a really old dryer which was better off to be entirely replaced with a new one. After 3 weeks the dryer broke down again, and when we called they did not take responsibility and told us it is another issue and would cost us!! I tried calling them again, and the person behind the phone absolutely ******* at me and made fun of me for not knowing exactly what is wrong with the dryer. absolutely rude. and when I told him not to laugh at a customer who just paid their business **** he told me to have a good day and hung up.

  Business response

  10/12/2022

  Business Response /* (1000, 5, 2022/09/30) */ We have spoken to this customer they are extremely rude and even left a bad review on all possible websites and listing there is in other words sabotage of the business. on X-XX-XX they called us because the dryer wasnt starting we found the problem with support system being out of order gave them an estimate which they agreed to .We changed the parts right away everything started up and unit was working fine. they called us again on September 23rd and now they saying that its not heating but we never worked on heat it was working find the dryer wasnt starting last time and we nicely tried to explain that no heat vs wont start its not the same. They had hard time believing that and we tried to explain the best we can that a dryer wasnt starting last time we made it work. Its been a month now anything can happen during that period of time it was heating last time so you just need another service which will cost money we cant fix a problem for free that is not related to last repair. If the dryer wasnt starting then that is still under warranty but not the heating part which is one month later. Also we have explained to customer that leaving multiple reviews on all possible listings is illegal according to review terms each business can only have 1 review and for that reason we filed a lawsuit agaist them so we will be seeing them in court soon. We dont see what we did wrong at all we did our job and they simple have a new problem 1 month later and they dont want to believe that we offered special price on new repair but they expect us to fix new problem for free. We apologize that you suddenly have new problem but its not our fault Consumer Response /* (3000, 7, 2022/09/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) A part of the money I was charged by your company was for a diagnosis on the dryer. A thorough examination of the dryer's heating system would have spotted the probable cause of the heating problem at the time of the service. My roommate was given the understanding that all that was wrong with the dryer would be fixed for that amount of money. As for the online platforms which I posted my honest experience on, I received my service from the company's garden grove location which I learned does not have an actual physical office location later on. However, the phone number and company website that was on the receipt of the service I purchased from them was for the other location which I had a very unpleasant encounter with over the phone when I was dissatisfied with their service. I assumed both online platforms were for the same company. After I addressed my problem with the company me and my roommates received several text messages on our personal phones threatening us with a lawsuit. This behavior is very unprofessional for a business. The receipt that we were given for this service does not have any detail of the result of the diagnosis nor the part numbers which were replaced. Business Response /* (4000, 9, 2022/10/07) */ we dont take advantage of anyone whether its your roomate or whoever was at the house we simply give an estimate and deal with an adult at the house. If your roomate dont make decisions then simply he or she should have talked to you first but we dont know who is who our job was to diagnose which we did and to give a written estimate which we did and the person that was there we trust that person and got approval. In addition we would understand if the dryer was not working at all from day 1 but its been a long time since last service and the new problem that you asking about has nothing to do with the work we did previously. We apologize you feel this way but we have done nothing wrong we did our work correctly you just upset because you have new problem over 2 months later but how is it our fault we cant predict the future of your machine on when something else will go bad. Consumer Response /* (4200, 11, 2022/10/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Over two months?! The problem accrued in less than a month! I do not know how you got to over two months it was about 28 days after you serviced our dryer that it stopped working again. As I said, a proper and thorough diagnosis should have spotted the heating issue. It is clear that your technician did not do their job correctly and did not properly diagnosed the dryer for any causable issues. Again, the receipt that we received does not include any detail of the parts used, the services that were done and the issues that was found during the diagnosis. This is not professional service and as a customer I am not happy with the service I received for the money I gave to your business. I would want a refund at least for the labor fee.

• Initial Complaint

  05/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My kitchen aid brand dishwasher is not heat dry, DNE technician came to check in April, Technician told me they need to change part and will order it, estimate price is $***, warranty Including labor within 30 days, I agreed. They came to repaired on May 4th 2022, changed a control panel, I asked technician to try dishwasher to see if it is work, but he told me he has no time to wait and let me try machine , if not good, call them, I use dishwasher second day, it is same as before , no heat dry, I called them, they ask me pay other $*** more, still said control panel is not good, I can not pay more money with same problem , then they refuse to repair . I called their manager many times, they refuse to my request, and the took off their list from yelp since they fear me to give bad review They just cheat customer . I really need your help, thank you very much

  Business response

  06/23/2022

  Business Response /* (1000, 5, 2022/06/03) */ On May 4th ***** ** called us to service her dishwasher claiming that he dishwasher is not heating dishes when tech did diagnostics he found that heating element was completely burned so we had no choice but to change that. When we changed the heating element the dishwasher was tested, heating element started working we put the machine on diagnsotics mode and it was getting hot. on X-XX-XX customer called us again claiming that he door handle broke we ordered the door handle for her which cost us ****** dollars she said ok at first but when we came to install it she refused to pay for and demanded to be installed for free we decided not to argue and just did it for free for her so we installed as a courtesy with no charge . On May 17th which is 14 days later she called us again claiming that her dishwasher stopped heating dishes again we came back to test the dishwasher the heating element that we istalled is looking good and not burned out anymore but he control board failed and not sending a signal to start heating last visit the board was working fine so its just a coincidence that she is having additional issues. we offered her to buy the board from us which cost us ******* to purchase and we will install it for her for free the company will pay for labor to tech and she just has to purchase the parts from us. according to her complaint she keeps thinking that we change the board before as well but we never even touched the board we only worked on heating element and on second visit she demanded a new handle from us. if you wants to fix her dishwasher we are willing to fix it and not denying anything and we made a fair offer that we will do free labor for her she just has to pay for the parts. it is not our fault that he dishwasher keeps having all these issues we apologize but we are just doing our job thank you

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩