ComplaintsforA-1 Appliance Service Co., Inc.

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A-1 Appliance Service Co/charged $122.71 for home3 visit to diagnosed/repair/order part ice maker w*******/****** refrigerator Called x 10/7/23 - part is on back order- no-one knows when/if it will be in stock/installed Thank you

  

  Business response

  09/27/2023

  Good afternoon,

  The ******** called in for service on their ****** refrigerator on 9/1/23.  Our technician responded on Thursday 9/7/23 and found the unit has a defective ice maker.  The ****** part number ********** is listed as factory back ordered with no current ETA.  This refrigerator was built for ****** by ********* corporation in 2014.  We identified the ********* part number which was also listed as factory back order with no current ETA.  We placed an order with the ********* corporation parts distributor ********* Supply on 9/7/23 for an additional ice maker part number ********* as we currently have a total of six customers needing this same part for other refrigerators.  These icemakers have had production issues for some time, and they have been very hard to get.  The technician let the person who was at the home know at the time of service that the ice maker was on back order with no ETA. The technician collected our service diagnosis fee at the time of service as our company policy on back ordered parts as many customers decide they do not want to wait and replace the unit.  He let the person who was at the house know that the total including the diagnostic charge would be $305 plus tax once the job was completed.  The customer called in to check on an ETA on 9/20/23 we verified with ****** and ********* that the ice maker part numbers were on backorder still with no current ETA and informed the customer. The customer called in today 9/27/23 and inquired again as to the ETA we checked with both manufactures once again and were again told there was no current ETA on either part number.  This compliant then showed up shortly after when I started investigating, I received a call from ****** asking about the status they stated that they may have some of these parts numbers arriving on or after 10/5/23 but they could make no promises as this is just an ETA.  Before I had a chance to call the customer to discuss she called in here, was very demanding and threatening legal action.  I decided it was best to just refund this customer the diagnostic charge and suggest that she do business with another company as we were not meeting her expectations.

  I am sorry we were not able to take care of this customer and meet their expectations but when the manufacturer does not have the necessary parts available, we cannot repair the product until they are.  

  We have refunded in full our charges on the original credit card they provided to us, the refund reference is # ******

  Sincerely, 

  Todd Lahey 

  A-1 Appliance Service Company Inc.

• Initial Complaint

  10/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We invited the company A-1Applience (https://www.a1applianceservice.com/) for repairing of two wicrowave ovens, Bosh (at the first and second floors). We explained that most likely wicrowave ovens should be just reset. 09.17.2021 two technicians (Trevor M. and an accompany person) for repairing. Mr. Trevor M. made resetting of the oven at the second floor for 10 min. We also indicated that one of a gas stove burner of cooktop, Bosh does not work properly. Mr. Trevor M. spent 5 min for diagnostic and told that we should order additional appointment (the estimation cost is $200 for labor plus part). At all the mentioned time the accompany person did not make anything (of course, it is not a claim. It is just a description of efforts of A-1Applience). We asked at least to look a wicrowave oven, Bosh at the first floor. Mr. Trevor M. canceled our reasonable request due to his busy schedule. As a result, we paid $150.87 (see an attachment) for 15 min of the work while the work mentioned at the ordering of the appointment was not completed. We are sure, you agree, that it is not a correct business. 09.21.2021 we had three (!) phone conversations with different representative persons of A-1Applience and asked to complete the project. A-1Applience indicated a lot of reasons (which were not mentioned neither at the ordering of the appointment nor at the beginning of the work) why they can not carry out our request. We insist of completion of the contract (we did not send a claim to BBB immediately because we were out of town a some time). ******* ***********, ****** ** **. ***** *********

  

  Business response

  10/22/2021

  Good afternoon,

  We are sorry that *** ********* feels we did not hold up our end of the contract.  We believe we actually went above and beyond what we had agreed to do for this customer.  Below are the facts we have documented.

  *** ********* contacted us on 9/16 at 11:37 AM.  She requested service on one Bosch microwave oven combo unit and stated that the unit was running and she could not get it to stop.  She was advised of our service call to diagnose the product of $139.95 plus tax.  Being that is was considered a safety issue and she was very concerned we squeezed her into the schedule for the next day 9/17 when the technician was already overbooked.  When the technician arrived on 9/17 at 11:08 AM he found the unit was locked and would not stop running the cooling fan.  He manually unlocked the oven and ran the unit through full diagnostics, the unit passed all diagnostics and operated properly.  He explained to the customer that at that time no other repairs were necessary but if the problem continues he would recommend the main control board be replaced.  The customer then asked the technician to look at two other appliances that she was having issues with, there was no mention of additional appliance issues on the original phone call. As I mentioned earlier the call was squeezed in due to the urgency requested on oven for it continuing to run.  He did not have much additional time but he did look at the cooktop and advised the customer that she was in need of a new electrode and provided her an estimate for the repair.  He advised her that she would need to call into the office to schedule an addition call for the other microwave and let us know if she would like to move forward with the cooktop repair. the part could be ordered and he would have it on the return trip.  The customer was just charged the diagnostic trip charge for the one appliance plus tax. 

  The customer called in the following Monday at 9:46 AM and stated she was unhappy with the charges and would like to discuss with someone.  The service manager called her back and left a voicemail the next day at 9:11 AM.  The customer called back at 11:51 AM and spoke with our office manger she stated that she was upset about the charges due to the fact that the technician was only there for 20 minutes.  The technician was actually there for 30 minutes according to his trucks GPS, he is a very skilled technician, that is why there was an additional technician training with him, the time it took him to do his job is null and void, we do not charge based on time we charge based on the job.  At this time the service call and diagnosis fee for her market is $139.95 any additional appliances are $65.00 each.  She was only charged the $139.95 plus applicable tax in her county, she was not charged the additional $65.00 for diagnosing the cooktop.  When the office manger was trying to discuss this with the customer she stated she was not satisfied with our service and hung up.

  Again I am sorry for the confusion but there was no order made for a second, or third appliance at the time the original work order was created, the technician did what he could in the time available and gave the customer a free diagnosis of her second appliance which is against company policy.  We would be happy to come back out and inspect her other microwave for the second appliance rate of $65.00 and give her an estimate to repair it, and repair the cooktop if she would like for the estimate given. 

  Sincerely, 

  Todd L.

  A-1 Appliance Service

*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. ↩