ComplaintsforAction Appliance

• Initial Complaint

  08/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 2 year old Kitchen Aid wall oven/microwave/convection combo that needed repair. I called Action Maytag Appliance and had a service person (Andrew) come out and diagnose the problem. I pd $99 to find out that the microwave unit needed a Magtube, inverters and another part..about $900 repair. Since its a new oven in a builder house I called Kitchen Aid (now owned by Whirlpool). After great difficulty finding a mag tube Whirlpool corporate safety Dept sent the part directly to Action Maytag appliance repair. I was told by Whirlpool Corporate Safety that the $99 dollar diagnostic would be refunded to me and that Whirlpool will pay for the pars and the repair. My apt was for today between 11 and 3pm. I waited until 3:15pm and called the place to find out if the repair man was running late. A man named ***** answered the phone and told me that because I "DEMANDED" that my $99 fee be refunded (not true) and "hung up the phone on (him)" saying I'm going to call Whirlpool (also not true) my appointment was canceled with no notice to me and that they will not service my oven nor will they give me the parts that whirlpool sent them (no charge to them) to fix my oven. ***** said they are sending those parts back to Whirlpool! I have been without an oven or microwave for I month today (Saturday 8-5). I requested to speak to a manager or the owner and ***** said "NOONE gets past me!" This vindictive insanity over nothing is not only unprofessional, it's frankly indicative of a deeper problem. I left a detailed message for the person at Whirlpool safety and asked her to call me Monday. I have a child with special needs who freaks out and becomes violent if his food is not cooked them same way. I have been dealing with this as well for a month. Because there was white fire inside the unit I was advised that I cannot use the regular oven either and was advised to turn off the breaker until it's repaired.

  Business response

  08/11/2023

  To whom it may concern,

  *****, called our office to schedule for service on a KitchenAid Microwave Wall oven combo unit. The unit is outside of warranty and Mrs. ******** was informed before scheduling that she would be financially responsible for any required repairs upon her authorization. She agreed to the $99 diagnostic fee and our company went out and provided a quote for repairs of $875.99.  She paid the $99 diagnostic fee.  She declined the repair and said she was going to call the manufacture because she was upset that the repair was so expensive. KitchenAid decided to offer a concession and to cover the cost of parts and labor beyond the cost of the diagnostic fee.  KitchenAid ship us the Magnetron tube to expedite the process of repairing the product.

  We called ***** to inform her the parts were available to repair her unit and the remainder of the cost was being covered by KitchenAid.  We attempted to schedule for Saturday August 5th. She then asked for us to refund the $99 diagnostic fee. We told her we will not refund that because the contract/concession from KitchenAid only covers the balance of $776.99 for parts and labor beyond the diagnostics. She then told our office personnel, "if you are not going to refund my $99 then don't even bother coming out on Saturday" and hung up the phone.  She shortly thereafter called back and spoke with a different person in the office. She again demanded that she be refunded the $99. She was again told that she would not be refunded.  She argued that KitchenAid told her we would refund her. She was informed that KitchenAid was mistaken if they did say that. She said she was going to call KitchenAid and hung up the phone without ever confirming an appointment.  The only communication we had from her was "don't bother coming out if you are not going to refund my $99."

  On Saturday, August 5th she called our office inquiring when the service technician would arrive. We informed her she is not on schedule because the work order request was cancelled. If a customer tells us to "not bother coming out' we are not going to go to the residence. She then got very upset and started making even more demands including demanding that we give her the magnetron tube that KitchenAid sent to us. We inform her that is not how the process works. If she wants the part it must be installed by a qualified/authorized representative. KitchenAid does NOT allow a part to just be given to a consumer. It's a liability issue if the part is not installed correctly.  They will not release the part to anyone except for their authorized representatives. Despite *****'s assertion that it is her part it is NOT her part. It is KitchenAid's part and she in not entitled to have the part unless an authorized technician installs it in her appliance.

  We made a further decision to refund her $99 diagnostic fee and directed her to KitchenAid so that another service provider can assist her in the repairs. On Monday KitchenAid called our office to inquire about her repair status. We informed them the repair is being referred back to them. We also gave a list of parts required for the repair. Since KitchenAid offered a concession for the cost of repairs they are now responsible to make arrangements for Mrs. ********.  

  Mrs. ******** has no financial responsibility to us as we offered a refund. We have no obligation for repairs since we are not required to fulfill KitchenAid's concessions. The matter is closed with regards to our interactions with this consumer.

  Regards

  Customer response

  08/12/2023

   I am rejecting this response because:
  It is a total and complete fabrication. There are so many untrue statements here please call me to go over this line by line with BBB. Thank u

  ***** ********

  *********2

  
  

  Business response

  08/15/2023

  It is quite accurate and there is no fabrications. Unfortunately, ***** is continuing to try to manipulate the situation and make claims that she is incorrect about.  There is no need for further discussion. If you desire further assistance you can contact KitchenAid.  KitchenAid has all the information required to complete the repairs. Your initial desire was to receive the part that was sent to us from KitchenAid. It has already been explained it is NOT your part and you are only entitled to the part if it is installed by an authorized representative of KitchenAid. Since we will not be providing that service for you, you will need to contact KitchenAid to see if another service provider is willing to work with you. We are under no obligation to assist. KitchenAid provided the "concession" so they are the one under obligation.

  Hopefully KitchenAid will be able to provide assistance to you.

• Initial Complaint

  11/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a brand new washing machine and dryer on October 31, 2022 that was delivered November 1. I use the washing machine one time and it flooded my laundry room floor and damaged my downstairs ceiling. The company sent out a tech who informed me that the washing machine was defective and rusted out on the inside. The dryer was never used. I asked the company to do a return of the washing machine and dryer. The guy would not take a return and told me that they will send out another washing machine because I will be happy with a new one I repeatedly said I did not want a new one and I wanted a full refund back to my credit card I used to purchase it with. I have emailed them and asked them to please remove both the washing machine and dryer and give me a full refund.

  Business response

  11/29/2022

  Refund wash issued 11/16/2022. Units were picked up the same day..

  Customer response

  11/30/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 183**305, and find that this resolution is satisfactory to me.

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