ComplaintsforA-Appliance Repair Service, LLC

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started my journey w this scam repair service 7-8-20 when they quoted me $420.00 to replace the electrical main control board on my dishwasher. They insured me the dishwasher would last **** more years after the repair so I agreed. A few day later the dishwasher was again not working, and they came out to tell me it needed an additional repair at $300. As I was already in $420 deep money wise, I agreed to the additional $300 and it took them until 11-27-20 to come do the additional repair. Shortly after they left, I noticed the heat dry not working and the dishes not coming out very clean. I called them yet again and they scheduled to come back out. Months later they made it back to my house to look at it and told me they just couldnt figure it out and that I should call a Whirlpool technician and left me w the still broken dishwasher after paying them $730.00. I called Whirlpool and they wanted $250 just to come look at it, so at this point decided to deal w the subpar performance of the machine. January of 2023 the control panel is again not working and the dishwasher wont run at all. Calls to this scamming repair company have been meet w gaslighting (claiming I didnt call them a year and half ago when they first left me w a barely running machine. I offered to send them phone records to jog their memory) and a refusal to refund or take responsibility for their inability to manage simple repairs. Ive noticed they have a lot of either one star or 5 star reviews which leads me to believe theyre also scamming review sites.

  

  Business response

  03/14/2023

  From: ************************* <*********************>
  Sent: Tuesday, March 14, 2023 4:09 PM
  To: Resolutions <*****************************************>
  Cc: ************************* <**************>; ***** a-appliance repair <***********************************************************>
  Subject: Complaint # ********

   

  Dear Sir or Madam: 

   

  I am writing about the customer complaint noted above from *********************, dated 3/13/2023, against our company, 

  A-Appliance Repair Service. I am the current co-owner and Business Manager, along with my husband, *************************, Owner & the Chief Technician. 

  Im writing, because we are quite surprised and dismayed by this complaint. We will be formally responding to the complaint on your website, once we have researched all of the service calls we provided to this customer in the time frame she mentions, including those that we provided at no charge to her, so that we can accurately respond. In addition, I must say that we are very unhappy that you have chosen to publish this complaint, verbatim, if you have done so, publicly on your website. This person uses words such as, scamming company, and scammers, several times, and I see it is written as such in the complaint. Nothing has been modified by you. We consider this to be very unfair and to be defamation of character. We are not a scamming company, nor dishonest in any way and have worked very hard to provide superior customer care and ********************** for well over 20 years now.

  In addition, we have a long-standing relationship with the BBB, and currently hold an accreditation rating of A+, as far as I know. Having said that, we would very much appreciate it, if you would, at least, modify the wording on this complaint to remove those damaging words, scamming company, and scamming, from all of the text in her complaint. We think this is the very least you can do to show us the same respect and support you would give to any other company that you represent. We would honestly prefer that the complaint would not be shown publicly at all. As I have mentioned, we are now taking steps to resolve this matter with the customer. She neglects to mention many free services we provided, the long length of time she waited before reporting recurring issues to us, as well as making outright dishonest statements about the service we provided as well as our company.

  I have also left a voicemail message for you earlier today and my contact information. I would appreciate an email or a phone call back as soon as possible to let me know how you plan to handle our request. Failure to hear back from you on this will unfortunately, force us to consider not only our future business relationship with you, but also, if we need to take legal action to prevent further defamation to our company name.

  Thank you for your help in this matter. I look forward to hearing back from you very soon.

  Sincerely, 

   

  --

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

  

  Business response

  03/14/2023

  Dear Sir or Madam: 

   

  I am writing about the customer complaint noted above from *********************, dated 3/13/2023, against our company, 

  A-Appliance Repair Service. I am the current co-owner and Business Manager, along with my husband, *************************, Owner & the Chief Technician. 

  Im writing, because we are quite surprised and dismayed by this complaint. We will be formally responding to the complaint on your website, once we have researched all of the service calls we provided to this customer in the time frame she mentions, including those that we provided at no charge to her, so that we can accurately respond. In addition, I must say that we are very unhappy that you have chosen to publish this complaint, verbatim, if you have done so, publicly on your website. This person uses words such as, scamming company, and scammers, several times, and I see it is written as such in the complaint. Nothing has been modified by you. We consider this to be very unfair and to be defamation of character. We are not a scamming company, nor dishonest in any way and have worked very hard to provide superior customer care and ********************** for well over 20 years now.

  In addition, we have a long-standing relationship with the BBB, and currently hold an accreditation rating of A+, as far as I know. Having said that, we would very much appreciate it, if you would, at least, modify the wording on this complaint to remove those damaging words, scamming company, and scamming, from all of the text in her complaint. We think this is the very least you can do to show us the same respect and support you would give to any other company that you represent. We would honestly prefer that the complaint would not be shown publicly at all. As I have mentioned, we are now taking steps to resolve this matter with the customer. She neglects to mention many free services we provided, the long length of time she waited before reporting recurring issues to us, as well as making outright dishonest statements about the service we provided as well as our company.

  I have also left a voicemail message for you earlier today and my contact information. I would appreciate an email or a phone call back as soon as possible to let me know how you plan to handle our request. Failure to hear back from you on this will unfortunately, force us to consider not only our future business relationship with you, but also, if we need to take legal action to prevent further defamation to our company name.

  Thank you for your help in this matter. I look forward to hearing back from you very soon.

  Sincerely, 

   

  --

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

  

  Business response

  03/14/2023

  TYNAH IS WORKING W/ B DIRECTLY

  From: ************************* <*********************>
  Sent: Tuesday, March 14, 2023 4:09 PM
  To: Resolutions <*****************************************>
  Cc: ************************* <**************>; ***** a-appliance repair <***********************************************************>
  Subject: Complaint # ********

   

  Dear Sir or Madam: 

   

  I am writing about the customer complaint noted above from *********************, dated 3/13/2023, against our company, 

  A-Appliance Repair Service. I am the current co-owner and Business Manager, along with my husband, *************************, Owner & the Chief Technician. 

  Im writing, because we are quite surprised and dismayed by this complaint. We will be formally responding to the complaint on your website, once we have researched all of the service calls we provided to this customer in the time frame she mentions, including those that we provided at no charge to her, so that we can accurately respond. In addition, I must say that we are very unhappy that you have chosen to publish this complaint, verbatim, if you have done so, publicly on your website. This person uses words such as, scamming company, and scammers, several times, and I see it is written as such in the complaint. Nothing has been modified by you. We consider this to be very unfair and to be defamation of character. We are not a scamming company, nor dishonest in any way and have worked very hard to provide superior customer care and ********************** for well over 20 years now.

  In addition, we have a long-standing relationship with the BBB, and currently hold an accreditation rating of A+, as far as I know. Having said that, we would very much appreciate it, if you would, at least, modify the wording on this complaint to remove those damaging words, scamming company, and scamming, from all of the text in her complaint. We think this is the very least you can do to show us the same respect and support you would give to any other company that you represent. We would honestly prefer that the complaint would not be shown publicly at all. As I have mentioned, we are now taking steps to resolve this matter with the customer. She neglects to mention many free services we provided, the long length of time she waited before reporting recurring issues to us, as well as making outright dishonest statements about the service we provided as well as our company.

  I have also left a voicemail message for you earlier today and my contact information. I would appreciate an email or a phone call back as soon as possible to let me know how you plan to handle our request. Failure to hear back from you on this will unfortunately, force us to consider not only our future business relationship with you, but also, if we need to take legal action to prevent further defamation to our company name.

  Thank you for your help in this matter. I look forward to hearing back from you very soon.

  Sincerely, 

   

  --

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

  

  Business response

  03/26/2023

  4/16/19 REPAIRED HER DRYER SUCCESSFULLY.

  7/6/20 **** CALLED US BACK ABOUT DISHWASHER (IKEA) -CONTROL BOARD NOT LIGHTING UP/ WONT START -WE ORDERED THE NEW CONTROL BOARD, PART NUMBER W10866118 CNTRL-ELEC.
  7/8/20 WE WENT TO ANNAS AND INSTALLED THE CONTROL BOARD. WE GOT THE DISHWASHER TO START, BUT IT ONLY RAN FOR A FEW MINUTES AND STOPPED. WE FOUND THAT THE DISHWASHER SOAP WAS NOT DISSOLVING. UNFORTUNATELY, WE DETERMINED WE HAD GOTTEN A DEFECTIVE CONTROL BOARD,SO WE RE-ORDERED A NEW CONTROL BOARD. **** WAS NOT CHARGED FOR THE SERVICE CHARGE OR ANY LABOR.
  7/21/20 THE PART TOOK A COUPLE OF WEEKS TO ARRIVE, DUE TO THE PANDEMIC AND PARTS WERE UNAVAILABLE. DURING THIS TIME, WE KEPT **** WELL INFORMED ABOUT THE STATUS OF GETTING THE PART, AND SHE SEEMED FINE WITH IT. THE PART ARRIVED ON THIS DATE,WE WENT BACK TO ***** AND INSTALLED THE NEW CONTROL BOARD. **** WAS CHARGED A TOTAL OF $420.00 FOR THIS REPAIR.
  
  8/18/20 **** HAD CALLED BACK AND REPORTED THE NEW CONTROL BOARD APPEARED TO BE FROZEN AND BEEPING- BUTTONS ON TOUCHPAD WERE STUCK- DISHWASHER WAS STUCK IN A CYCLE AND WOULD NOT CANCEL. WE WENT BACK TO DIAGNOSE, AND ALSO COULD NOT GET THE DISHWASHER TO CANCEL. WE ORDERED A CONTROL PANEL TOUCHPAD, BUT IT WAS ON FACTORY BACKORDER, WITH NO *** YET. THE PART NUMBER WAS W11105144. - **** WAS NOT CHARGED FOR THIS SERVICE CALL.
  
  11/27/20 WE HAD KEPT **** AGAIN WELL-INFORMED ABOUT THE *** OF GETTING THE PART, AND FINALLY WE RECEIVED THE BACKORDERED CONTROL PANEL TOUCHPAD FROM WHIRLPOOL, PART NUMBER W11105144, WHICH HAD BEEN VERY DELAYED DUE TO THE PANDEMIC. WE WENT OUT AND INSTALLED THE PART. **** WAS ONLY CHARGED $300.00 TOTAL FOR THE PART AND LABOR FOR THIS REPAIR.
  
  12/23/20 **** CALLED AGAIN TO COMPLAIN THAT THE DISHWASHER WAS NOT DRYING DISHES. FROM WHAT **** DESCRIBED, IT SOUNDED LIKE THE HEATING ELEMENT HAD GONE OUT. WE RESEARCHED A HEATING ELEMENT W10703867 AND ORDERED IT.  IT WAS ALSO ON BACKORDER, DUE TO THE PANDEMIC.
  
  1/18/21 THE HEATING ELEMENT FINALLY CAME IN. WE WENT TO ANNAS TO RE-DIAGNOSE AND INSTALL HEATING ELEMENT IF NECESSARY. WE FOUND IT WAS NOT THE HEATING ELEMENT. **** WAS NOT CHARGED ANYTHING FOR THIS VISIT & WE RETURNED THE PART ON 1/19/21.
  1/21/21 **** CALLED AND COMPLAINED AGAIN THAT THE TOUCHPAD WAS STUCK AGAIN. WE WENT BACK TO ****'S TO REVISIT THE DISHWASHER, WERE ABLE TO GET THE TOUCHPAD UNSTUCK & OEPRATING AGAIN, AND THE DISHWASHER APPEARED TO BE WORKING FINE. WE TOLD **** AT THAT TIME, THAT IF SHE HAD ANY ADDITONAL PROBLEMS WITH THIS PARTICULAR DISHCWASHER,SHE WOULD NEED TO CALL WHIRLPOOL.
  ***** OVER TWO YEARS LATER NOW *****
  
  3/8/23 **** CALLED- WAS VERY ANGRY THAT HER, DISHES WERE NOT COMING OUT VERY CLEAN. SHE SAID THAT IT NEVER WORKED SINCE WE WERE THERE LAST TIME IN 2021. SHE YELLED AND SCREAMED AT OUR SERVICE MANAGER ON THE ****** OUR SERVICE MANAGER TOLD HER THAT WE HAD ASKED HER TO CALL WHIRLPOOL 2 YEARS AGO IF SHE EXPERIENCED ANY ADDITIONAL PROBLEMS WITH THE DISHWASHER. OUR SERVICE MANAGER ALSO TOLD HER THAT THE WARRANTY HAD EXPIRED ON HER PARTS OVER A YEAR AGO- AND ASKED WHY DID SHE WAIT TO CALL US UNTIL 2 YEARS LATER?  IN ADDITION, WE TOLD HER IF SHE WOULD HAVE CALLED US BACK 2 YEARS AGO, WE MAY HAVE BEEN ABLE TO WARRANTY THE PARTS AND POSSIBLY RETURN SOME OF HER MONEY. **** CLAIMED SHE DID CALL WHIRLPOOL AND WAS TOLD IT WOULD COST AN ADDITIONAL $300.00 SERVICE CALL FOR THEM TO COME OUT. OUR SERVICE MANAGER TOLD HER THAT HER DISHWASHER WAS A 2014 MODEL TO BEGIN WITH. **** SAID, "WE TOLD HER THAT, BUT WE SAID AFTER THE REPAIR IT WOULD LAST HER ANOTHER 5 YEARS."- THAT IS UNTRUE. WE NEVER SAID THAT AND NEVER WOULD NEVER SAY THAT- THE **** EXPECTANCY OF WHIRLPOOL DISHWASHERS IS 7 YEARS MAYBE 9 AT BEST. **** WANTED HER MONEY BACK. OUR SERVICE MANAGER REITERATED THAT IF SHE WOULD HAVE CALLED 2 YEARS AGO, WE COULD HAVE WARRANTIED THE PARTS AND POSSIBLY RETURNED SOME OF HER MONEY AT THAT TIME. THE LABOR, AS WELL AS THE PARTS, WERE WELL OUT OF WARRANTY.

*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. ↩