ComplaintsforDave Smith Appliance Services, LLC

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called for dish washer repair on March 27, 2024he came out to **** *******, #4, *** ****** MI to water leak and washer line plugged and garbage disposal plugged. He came out and noted the gasket need replacing and run the washer twice and was done. Service fee of $129,00. I talked to him and asked to check the water line to see if there was any solids in the output line and he said no, he didn t have to as it was dispensing water fine. 10 days later the garbage disposal was plugged again. April 4, i called the company and they said I need to call a plumper for the garbage disposal! Which if this person was qualified repair he should of done the whole job, as other repair men do, as they are scheduled next. they wanted to charge me again for a service fee of $119.00 for a plumber. I cancelled the service twice as I had doubt about the whole situation.Very poor service for a important situation.

  

  Business response

  04/05/2024

  I believe the cause for this was miscommunication between you and us and your tenant. You called an appliance repair company (us) to service your dishwasher for a leaking/backing up complaint which we did. We came out and looked the dishwasher over, found it in good condition except for a minor seal issue that we gave you a quote for, and you approved and paid half down. We did find that the product was functioning normally and working properly and that the issue was in the plumbing. We recommended calling a plumber as we are not plumbers. Appliance repair technicians are that, they are not plumbers. We refunded your money with the exception of the service call. We believe that we did provide that service in good faith and only charged you for that service that we performed.

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made an oinline service request for my gas oven statingg the model #, the year purchaed (****), and the problem of oven heat probablying=volving the thermistat This was probably on Nov 24,25,or 26). On Nov 30 i onticed a voice mail on my phone from Nov 27. i called the number and the woman said that I was scheduled for Dec 1 between 1 an4. It is a good thing I called because I knew nothing about this service being scheduled. When the serviceman came On Dec 1 he said he would not be able to repair the oven because any replacement parts were after market and they woulkd not install after market parts. Needless to say my oven was not repaired and i will have to find someone else to do that. I was stuck with a $119 service call which should not have happened, I gave explicit information on my service reques regrding the Date purchased and Model #. They had all of that info and should have let me know before they scheduled me that they would not be able to repair my oven. i am wondering if i could file a complaint with the department of licensing because of their dishonesty?

  

  Business response

  12/05/2023

   

  Customer is not due a refund as we performed service as agreed upon. Service call was for a diagnosis and evaluation only, which we did, and actually on both ovens at no additional cost.

  Below is our response to several reviews customer has been posting on multiple review sites. We did absolutely nothing wrong or unethical in any way.

  Thank you for leaving us your feedback. We value your opinion and take this opportunity to address your concerns. Our aim is always to provide clear and honest communication about our services. We understand you are disappointed with the outcome of our recent service call and would like to explain our process. The service call fee is not a source of profit but covers our operational costs, including the booking process and dispatching a skilled technician to diagnose and evaluate your appliance. When scheduling your appointment, both online and over the phone, there was no specific mention of a thermostat replacement or which oven in your double oven it was needed for. Without this crucial information, it's challenging to determine in advance the exact nature of the problem or the availability of parts, especially for older models. **************'s visit aimed at a comprehensive evaluation to identify the best course of action, which is not limited to thermostat issues alone. Your affection for your oven was clear from your initial call, where you expressed a desire to preserve it. Following our standard procedure, we forwarded your case to our parts department for extensive research into possible solutions, including aftermarket parts. We typically avoid using aftermarket parts due to compatibility and performance issues, but we are open to exploring this avenue if it aligns with your wishes. We are committed to offering reliable and ethical service. It is unfortunate if there was any miscommunication before the appointment, but please rest assured that our team acted with integrity and professionalism. We understand your frustration regarding the limited repair options available and are ready to discuss any further steps you might consider for your oven.

   

• Initial Complaint

  01/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I scheduled an appointment with Dave Smith Appliance because the glass on the inside of my oven door was broken. The initial service call was on December 4th. I paid $80 for a technician to come to the house and verify that the glass and any other parts needed to be replaced. During the initial evaluation the technician noticed that the oven door handle was lose and asked if I would like to have it replaced. I responded that I would like to have it tightened while the oven door was taken apart for the glass replacement. The technician said that the plastic on the handle was bad and the handle needed to be replaced. I agreed to have the handle replaced. On the day of the initial assessment, I wrote a check for $465.99. That amount included the fee for the initial assessment, parts and the repair work to follow. After one week from the initial assessment, I contacted Dave Smith Appliance to inquire about the status of my service call. I was informed that the parts were on back order and a time frame could not be given for the parts to arrive. While the oven was out of commission, I decided to disassemble the door to affect some deep cleaning. Upon disassembling the door, I realized that the handle could be tighten with a screwdriver and that the technician's diagnosis was not truthful. After several phone calls with Dave Smith Appliance and their inability to provide me with a time frame to have the door fixed, I decided to cancel the service call and make the repair myself. I canceled the service call on December 16th and was told that the balance of what I had paid would be returned to me within one to two weeks. It is now January 5th and I have yet to receive the balance of the money I paid for service not rendered. I am just interested in having the balance of what I have paid returned to me.

  

  Business response

  01/10/2022

  This customer WAS issued a refund after their check cleared (it takes about 10 working days) incidentally this was also during holidays. We did not intentionally delay anything. If the customer had paid with credit card it would have been done on the spot by any one of our CSR'S. Also our technician did not "lie" about anything the handles on those models are notorious for loosening up it will likely happen again. He did not know at the time that the part was no longer available. We also offered to discuss this further and he could pick up his check here at our office if he wanted to. We did the right thing after finding we could not get his part.

  Customer response

  01/13/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The check I wrote cleared on 12/8/21. That had no impact their ability to refund my payment. I was never offered the opportunity to pick up a check. The technician never said the handle was just loose. He said the plastic was bad and it needed to be replaced. That was not the truth. The business did not do "the right thing". I cancelled the appointment because they didn't know when the parts would be available.

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