ComplaintsforIsland Appliance Repair

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a dishwasher from Island Appliance. Brand new, on Day one the dishwasher leaked. I called them immediately. The technician fixed the issue by applying silicone behind the door seal.16 months later the door began opening during the heat cycle, which would stop the cycle and cause an alarm, this issue although frustrating could be fixed manually by re-shutting the door.Called IA and their technician installed a new latch. This did not solve the issue so it was removed. The technician then removed the silicone that first technician installed that had corrected the original leak. After the silicone was removed, the door latched correctly. The Technician left before testing. When I ran the dishwasher to test, water immediately began leaking all over the floor. Called the tech who had just left and he returned. The tech then adjusted the seal and placed a new application of silicone behind seal. Tech then stated that the dishwasher tub was warped and would be $1000 plus to repair. Technician advised to let the silicone set overnight and to test for leaks the following day.Tested dishwasher the following day per instruction, dishwasher began to leak immediately. Called Island Appliance to provide a report and was informed that they will not fix the leak, will only come back to fix if I purchase $1000 plus in new parts for the 16-month-old dishwasher. Called Whirlpool twice upon recommendation from Island Appliance. I was informed that Whirlpool will not help cover replacement parts, they should have been replaced from day one while under warranty. If Island Appliance would have communicated that the dishwasher had a manufacturing defect (warped tub) on the first call instead of putting a band-aid on the issue, the manufacturing defect would have been covered by the warranty. Now dishwasher is completely inoperable, and Island appliance has refused to fix the seal as was done the first time they were called unless the $1000 in parts is paid.

  Business response

  07/29/2024

  We serviced this unit in December of 2022. The following is the technicians report from that service. I provide this because the customer states that our company put a "bandaid" on the dishwasher. 

  12/16/22 14:07: SP there 12/16 FRI, 13:11 to 14:01, I found the door not contacting the door gasket in the upper left corner.  I uninstalled the gasket and loosened the corner connection and applied a bead of silicone glue behind the gasket.  I reinstalled the gasket 1/3 of the way and then allowed the door to make a tight seal against it.  No leaks were detected. 

  The technician did not find an issue with the tub at the time of this service. Had he found an issue with the tub (and other parts) he would have reported this and corrected the issue for the customer.  The unit was ************************.  The second service request was in response to the door not staying closed during the heat cycle.  The technician inspected the unit and attempted to correct the issue both by replacing the latch (which was removed) and then by adjusting the gasket. Our tech advised of the parts that were needed and gave an estimate. When the customer contacted us (the next day) to say that the unit was leaking, we returned and advised the customer that the estimated *********************** were needed to correct the door issue and the leaking.  The customer wanted us to apply silicone to the unit to stop the leak as he didn't want to go forward with the repair.  We explained that we would complete the repair with parts, but the addition of silicone was not something that we wanted to do, as this was not the issue at this time.  We advised him to seek assistance for the repair from the manufacturer. It  is not uncommon for a rubber gasket to become miss-shapen and need to be heated to created a good seal.  It is also not uncommon to use silicone to assist in creating that seal. However, silicone is not a fix all and in this case we advise replacing the needed parts.  We gave an estimate.Not everyone will repair their unit.     

  Customer response

  08/01/2024

   
  Complaint: 22058944
  
  I am rejecting this response because:

  Was just asking them to fix the leak and put back as they found it. I purchased a tube of silicon, pulled out the gasket and applied a bead. Just 5 minutes of work and it doesn't leak now, all good. For a company that sold thousands of dollars' worth of appliances into this home you would think that 5 minutes for customer satisfaction would have been worth it.  Guess not. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  12/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a very negative experience with Island Appliance Repair. A service technician was sent out 5 times and after spending $434.81 the initial problem still exists! Although the techs were polite and professional as possible their repair knowledge remains questionable. I spoke to a Brittany on more than one occasion and a Trent or Travis in the office with no satisfaction. In the end, last visit I was given a quote of over $500 additional dollars to order and install 2 more parts that may or may not fix the problems. I could have bought an entirely new unit. This dryer existed when I purchased my Condo, and it wasn't until the 5th service call that I was informed the unit is 9 years old. Why couldn't I have been told that up front to make an educated decision of replacing rather than repairing. The entire "experience" was based on a guessing game rather than true repair "experience". This started in August and last visit was December 2021

  Business response

  05/05/2022

  Business Response /* (1000, 5, 2021/12/14) */ This customer has an intermittent issue. Her complaint is that the unit shuts off mid-cycle and the start button is stuck depressed into the unit. We have been out multiple times since August and attempted to properly diagnose with little success. The first time we were in the home, we were unable to duplicate the issue the customer was reporting. We suggested replacing the push start switch and start button (if it stuck again) as they were sticking when pressed. We freed it up on that visit. She called us back 3 weeks later to complete that repair. Three weeks after that, she called us again because the dryer was still shutting off mid-cycle. Again, the unit would not duplicate the issue therefore the tech could not properly diagnose it. He suggested "starting" with replacing the timer as an option, but could not confirm that would fix the issue as he was unable to observe it behave in the manner described. The customer called back a few days later for us to replace the timer. We completed the repair and she called back a month later with the same issue of the unit shutting off mid-cycle. At this appointment, the technician was able to observe the unit shut off after about 4 minutes of use. This was the first and only time that he was able to observe the behavior. He contacted the manufacturer (a standard practice in our industry) who advised him to replace the motor and both thermostats. We gave the customer an estimate and she was not happy. She told us she believes we have scammed her because the tech "didn't let her know the unit was 9 years old and didn't tell her the repair would cost as much as it did." We tried explaining to her that we had no way of knowing that she wasn't aware of how old the unit was. She, the owner of the unit has the knowledge that it takes to ask that question of our tech. We were not aware that she bought her home with the dryer already in place, how could we be? We explained that we had attempted diagnosis multiple times and that we had reminded her that without the behavior/problem presenting that we could only suggest options. With the unit operating correctly at that time of the original visits, there is little to go on. She wanted us to discount the repair, to which we explained that we had waived the service call fee due to the unit being covered under our recall period. None of this satisfied her and she threatened to contact the BBB and take us to small claims court. Consumer Response /* (3000, 7, 2021/12/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never used the word "scammed" rather mislead, told both tech I bought the Condo with dryer in place and did not know the age. Problem STILL exists they did not fix. Financial discount is due. Business Response /* (4000, 9, 2021/12/27) */ The original tech report is as follows: 8/31/21 10:55: SR there 8/31 TUE, 9:33 to 10:00, Ran unit on multiple cycles. Could not duplicate the issue. Informed customer that if button sticks again we would have to start with replacing switch and button but other issues could be present resulting in additional parts and labor. This original adjustment was to a start button that was sticking. We freed it and did not charge for this as no parts were needed(only SC was charged). The customer called our office over 30 days later to say that she had decided to go ahead with the replacement button. We normally charge to return if the customer waits more than 30 days to call back. We waved the service call for her. We also did this on a later trip. She was only charged one trip charge/diagnostic fee the entire time. Even though we returned multiple times at her request to attempt to document her complaint. As stated, it was not present. We waved the trip charge and service call fee as a courtesy to her. This is a discount on the normal fees that we would charge. A repeated request for an issue that will not present itself would normally be charged our trip charge/diagnostic time. From 8-18(first visit) to 11-30(our last visit) we returned more than six times at her request. The customer was advised that the issue was not present at each visit(except the last). There has been no attempt to mislead this customer. We feel that we treated this situation fairly, in spite of the time delays in getting back to us. She has only been charged for repairs that she agreed to and requested, with the knowledge that other issues could be present. While we understand her frustration, we feel that we advised her each time of the circumstances and gave her the choice. While she states that she made comments that she did not know the age of the unit and that this would have played into her decision, then why not simply ask how old we believe the unit is? We attempted to give her unit as much time and consideration as possible given that it was functioning well at the time.

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