ComplaintsforRiven Appliance Repair & Service

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/25/23 our microwave tore up. We turned it in to our home warranty company and they referred us to Riven Appliance. On 2/27/23 Nate Gilbert came out to our house. He barely touched our microwave. He looked to see how old our microwave was, said it would be really hard to take it down and told me he would have to order some parts. He said I would hear something back from him the following Friday. I wrote him a check for $100 for the service fee. He told me to make out the check to Carl Gilbert which I thought was strange. We were not given any paperwork. Friday came and went and we heard nothing. I called the number i was given and it went straight to voicemail. the voicemail was full so I couldnt leave a message. I texted and got no reply. The weekend came and went. Our warranty company was also reaching out to them and got no response. Now we have learned that they have done this to alot of people. They show up, collect the service charge and you never hear from them again.

  Business response

  10/20/2023

  "On the date listed I did come to the home and do a DIAGNOSIS on the microwave. Upon the symptoms that you described and I observed I determined that the cost of the unit vs the parts of the unit. That the unit needed to be replaced and before I left I explained that I would speak to your warranty company and see which direction they would like to go either a repair or replacement. I've been doing this for 9 years now and don't have to spend a lot of time diagnosing most things, especially a microwave because if you've worked on one you, they all basically work the same and ALL have the same parts and function the same. After speaking with the warranty company they stated that they were going to reassign the work order to another company for a second opinion. So at that time I no longer had this work order. 

  
  

  Writing the check for the 100 dollars you did write it in my personal name because at that time I did not have a business account due to personal reasons and I also explained that while I was there. As an end result of you writing the check as I also explained that it was good for the duration of the repair and 45 day post close out of the repair. So rather I got the unit fixed in one trip or 10 or if the warranty company was not happy with my decision and wanted to send someone else that you would not have to pay anything else for this repair. I'm sure that if they ended up replacing the unit or they sent someone else after I left the home and spoke to them that you did not pay another dime. 

  Once I no longer have the work order I cannot make any changes to the work order, I no longer have control. I cannot control how the warranty company handles any situation. I do NOT go and take anyone's service fee without finishing the work unless the warranty company and/or customer decides they do not want to proceed with the repairs for whatever the reasoning may be." 

  
  

               Best,

                    C.N.Gilbert (Nate)

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