ComplaintsforM&G Appliance Repair

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  we purchased a Viking oven that was not working, ****** referred us to this company for repair. They came and changed some pieces and it worked for one day, and now the stove does not heat up. We have called them and the sales company has called them and they refuse to answer our calls or return our calls. they are the Viking repair rep and they refuse to honor our warranty saying it worked when they were here. We also sent them three videos showing it is not working and they have told our sales rep that they are not coming back out to repaid

  Business response

  11/27/2023

  The customer has the wrong company. We never serviced upstate **. The company is in ********, Long Island, **. We do not have this customer in our profile as we never step foot past Bronx.

   

  Viking also should have the correct companys info. Its not **. 

  Customer response

  11/27/2023

  Yes, since they did not leave a service ticket we had the name wrong,

  the correct company is M&G Appliance repair. ************

  M&G Repair Services, Lcc 
   *****************************************************************;**************

  Thank you

   

  Business response

  12/06/2023

  We came to this location to inspect oven 3 times , first time we adjusted the temperature thermostat as it was off about ************************************************************************************************************** ********************** was done . Customer called a week later with same complaint. We came by to do a second inspection and unit was be having and operating fine throughout the entire test . Customer was not satisfied and said it was intermittent. We decided to replaced all the electronics and components that controls the temperature inside the oven .tested after and was getting up to temperature. We tested for a long time infront of the customer and showed each time the temperature was indicating correctly on our thermometer. Call was completed . And few days later customer called us back indicating same complaint. At this point we sent a report to the Manufacturer Viking letting them know what we found and what steps were taken to take care of the problem. Also informed that each time except for the first visit the temperature was reading correctly. And the parts that controls temperature (thermostat) temperature probe and Dsi module were replaced . The manufacturer advised us to close the claim and no longer needed us to go back to customer location . As I mention we didnt find any temperature issues the last 2 times we were there. Also on our report we advised the manufacturer Viking to send a different servicer for a second opinion.

  Customer should complaint to the manufacturer as theyre the one deciding on what should be done and we were told to close the claim and not to provide further service . 
  

   

  Customer response

  12/07/2023

  
  Complaint: 20907019
  
  I am rejecting this response because:
  ***** is misinformation (lies) they provided.  We also spoke to the manufacturer, and they said he should come back.  The first visit they diagnosed the problem and since they did not have the parts  they needed to fix the issue they found they made a follow up appt.  They returned and fixed the reignitor, and also screwed down and fixed the bottom metal plate that was making loud noises.  They did a very short test for the ignitor to restart the over, but never tested that the over reached temp. They also did not leave us with a service call ticket that said what they did, or tested (probably on purpose so they can now make up what they did).   A week later the temperature did not reach what it was set for, SO they came back with an adjustment to fix the temperature level. They set it to 350, and tested it and it did appear to reach that temp.  ALl of their tests are done with an empty over with no pans or trays in the over.  The following week we cooked cookies with three trays in the over, and we had a hanign thermometer in there. And while the oven was set to 350, it only reached 300, as indicated by the internal thermometer and an Infared temp gun. I also took videos of this and sent it to them. I also called them and left Mutiple messages.  They ignored my evidence and just refused to call me back, or even to send service tickets to show what they did or what parts they replaced.  So at this point they could say whatever they want to say, they have nothing signed by us, or written as to what they said they did.  

  I spoke to Viking and an internal service rep there and he said that there is an issue if there is items in the oven and it is not reaching temp, they are aware that there is an issue if this happens.  They were surprised and upset that their service rep was not being responsive to a Viking customer and ignoring our issues.  Viking has acknowledged that there is still an issue, and they do not have notes on our account that this service company fixed it to our satisfaction, or to factory standards.  

  It should also be noted that they set two appointments with us before the last time, that they failed to show up at all, never called to tell us, but my daughter was there all day and no one showed up, and she called them and they did not answer or return her messages.  This is just terribrl servie, that you cannot do anything about, but my social media outreach has posted about this terrible service in dozens of Moms groups and on dozend of high end kitchen and renovation groups and posts.  and we have not really paid much attention to the repsonses yet, but will in the upcoming days.

  Thank you
  
  Regards,
  
  *************************

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