Complaints

• Initial Complaint

  10/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We contacted By Choice Appliance in Westminster because our dishwasher is not properly cleaning the dishes and were told that the pump needed to be replaced and this would completely solve the problem. When *** showed up, he replaced the pump but did not check any other part of the dishwasher. I found this strange but trusted in his businesses' warranty on parts and labor. When we ran the dishwasher after he replaced the pump we had the same problem and were told that this was user error; which I completely disagree with since we have been effectively and efficiently using the dishwasher for two years with no problems and have been following all common use, maintenance and care recommendations from day one. When we attempted to use the dishwasher for a second time the new pump started leaking. Again we were told that it had been our user error that caused the leak, but that *** would be "willing" to come and take a second look at the problem. He once again arrived with a per-diagnosed solution and was very surprised when I showed him the dishwasher leaking. He fixed the leak and proceeded to make some minor adjustments to the machine to try and improve the original problem. As he left, *** told me that if the problem persisted he had no idea why; in essence dismissing any further responsibility on his part. Rod has take advantage of our family by per-diagnosing the most expensive solution to our problem, while treating us in a condescending manner and trying to hide his own lack of knowledge of our particular newer GE dishwasher model. We do not have low water pressure, low water temp., a clogged spray arm, a broken soap dispenser, clogged filters; nor do we overload the dishwasher or use the wrong soap. Yet, the problem persists and we demand to have our money refunded. I DO NOT trust *** and do not wish him to come into my home again, and I greatly appreciate any help that BBB could offer.

  Business response

  10/26/2022

  Sorry to hear about this complaint, She did not ask me for a refund she wanted her dishwasher to work properly which I did, When I got there yes the circulator pump was out and I put  a new one in for her, and when I left and she ran it for awhile the hose  Under the dishwasher came undone and that's where the leak appeared.  so when I went back I hooked up the hose and adjust it a few more things in her dishwasher so it would work properly for her she did not ask for a refund.
   I do everything possible to make my customers happy and I do not like them disappointed, I am willing to refund a fair amount of the funds that was charged. But I wish she would have talked to me first so we could have solved the issue fairly. I would be glad to help her out, That is what our company
  does.
  The dishwasher works great now why would she want a full refund for a job completed.
  I appreciate any help that the BBB can offer on the issue.

  Customer response

  10/28/2022

   
  Complaint: 18310981
  
  I am rejecting this response because: The original problem of the dishwasher persists, *** was unable to identify the root of the problem and we don't believe the dishwasher needed to have the pump replaced to begin with. We don't feel the trust to continue working with this business. However, we do think it fair for them to retain the amount it cost to purchase the new pump. 

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

  Business response

  10/31/2022

  I would accept your challenge as long as you have a different company to go in and  Say what is still wrong with the dishwasher, Then you can send over an invoice or receipt showing what was still wrong with the dishwasher.

  Customer response

  11/02/2022

   
  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.We will get someone else to come check the dishwasher and will upload an invoice from them once they have identified the problem. Please keep this case open until we have had a chance to do so.
  
  Sincerely,
  
  ******************************

  Customer response

  11/30/2022

  Good morning, 
  
  I am contacting you because I would like my complaint case re-opened so I may pursue a resolution. I had asked for the case not to be closed until we could get a second opinion on the state of our dishwasher. We had ********** Services determine that our dishwasher is indeed still not working properly; since the blades are not rotating at all the dishes are not getting cleaned. I have attached a screenshot of the estimate for labor emailed to me by the ********** Services which includes the date when the inspection took place. I consider this confirmation that By Choice Appliance did not fix the original problem we had with the unit and wish to continue with my request for a refund. 
  
  Warm regards, 
  
  ******
  

  
  

  Business response

  11/30/2022

  We accepted the challenge back October 31st which was 

   a month ago. To have a different company come by and tell  us what was still wrong with the dishwasher this receipt that was sent  there is no evidence of what was wrong and if they fixed anything, they only charged you labor cost to check out your dishwasher. 

   Again no explanation of what was wrong with the dishwasher and no parts was added. There still is no indication of By Choice Appliance Repair  not resolving the issue.

  Customer response

  12/09/2022

   
  Better Business Bureau:
  
  I have spoken by phone with By Choice Appliance.  We have agreed on a way in which we can resolve this issue; in what I hope is mutual respect of our disagreeing positions.
  
  Sincerely,
  
  ******************************

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