Complaints

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/20/2024 Christian came to my home to repair my ******* washer. The machine was continually getting UB (unballanced load code) He did not enter any diagnostic codes into the machine as another tech did...he only spun the tub while it was empty. He said the tub wobbled and it needed to be replaced at a cost of $713. I didn't agree and scheduled a service call with ********** Appliance repair for a second opion. He enter several diagnostic codes and determoned that the tention rods were bad. He replaced the rods and the machine works fine now.On July 9th I went to ********************************** gave them copies of both invoices and a picture of the bad rods that were taken. I requested a refund due to my repair being MIS_DIAGNOISED. The owner, *** ***** called me the next day and said he stands by his tech and the tubs is bad and needs replacing. Before I retired I held two contractor licences in ******* for **** and Plumbing and I held an HVAC licence here in *****. While I do not repair washers I do know alittle about mechanics. If *** ***** is coreect then BOTH the tubs and rods would need replacing not just the tub, so the repair diagnostic is STILL wrong. Not only did I get the wrong diagnosis but this information led me down a path to actually replace my maching thinking it was too expensive to repair. This is the REAL dis-service to their customers.The bottom line is my machine was repaired and is working perfectly with no issues! Please help me get a refund from Mr. **************************** You,*** ********* PS: After I scheduled the second opion service call I received a return call from ******* at Atvantage Appliance Repair for whom I left a message earlier. I expalained my issue to him and he "guaranteed" me that my problem was the rods and not the tub. He said the replacement of the rods is a common repair.

  Business response

  07/23/2024

  On 6/20/2024 my technician diagnosed ****** ****************** washer.  Upon inspection my technician identified that the spin basket was wobbling to an extreme degree during an empty spin cycle.  He further investigated and confirmed that the basket itself was worn and caused the shaking.  At that time my technician communicated to Mr. ********* that the basket alone would cost over $713 to repair and the customer declined due to cost.  At that time our technician collected a total of $139.64 for the diagnostic fee and communicated that his quote was good for 30 days. 
  I stand behind our diagnosis.  I believe that the new tension rods are simply masking the root of the problem for a limited amount of time.  Tension rods are a normal repair we do and it is our normal practice to make sure there are no other contributing factors causing an unbalanced condition.   Our past experience has proven that if we just replace the tension rods with a damaged tub then the repair will not sustain and the appliance will then normally have to replaced.  Our technician went the extra step and found the root of the problem. 
  On 6/27/2024 Mr. ********* called the office raising his voice saying that he had someone else look at the washer and they told him it was the main board.  He requested to have his receipt emailed to him so he can have it as evidence in court to sue us for giving him a bad diagnosis. 
  On 7/10/2024 I personally spoke with Mr. ********* and explained the situation with the out of balance tub and that I was standing behind my technicians diagnosis.  I also communicated to him that I would not refund his diagnostic fee of $139.64 because there was not a misdiagnosis by my technician. 
  At the writing of this response my Mr. ********************** of Mansfield location has a 4.6 star rating out of 361 reviews on Google.  We pride ourselves for this excellent reputation and for delivering excellent service to all of our customers.  

  *** *****
  Mr. ********************** of **********-*********-Mansfield
  ************
  Veteran Owned and Operated 
  ****************************************************************

  Customer response

  07/28/2024

  I am rejecting this response because:

  Mr. ***** said his tech went further to find that the tub was damaged. This would intimate that there was something else the tech found first, before he found that the tub was damaged. Nothing was said about any other issues. In fact his tech spent less time here that any other person who looked at my machine, even a handyman who obviously knew nothing  about washer reapir. His tech put the machine in the spin cycly while it was empty. The tub wobbled and he said you need to replace your tub it is damaged. Actually the tub wobbled because there are 4 tension rods, one in each corner and they keep the tub in balanced. When one or more rods are worn and weak  they can not keep the tub from wobbling. NOW that the rods are replaced the tub DOES NOT wobble. SEE ATTACHED VIDEO. I have completed many loads of wash and not once has a load *** unbalanced. My machine is fixed and I did not need to replace the tub to do it.
  If I had replaced the tub it would still wobble until the rods were replaced. If my tub is damaged I would need both  rods and tub replaced making the diagnosis from Mr. ******** wrong. I should not have to pay for a wrong diagnosis. I am requesting a full refund of $139.64
  Thank you.
  

  Business response

  07/29/2024

  We stand by the diagnosis of our technician.  He has over 15 years of experience and has an excellent service record.  It would be in our financial best interest to quote an affordable repair to this customer.  If the technician thought the rod replacement was sufficient to correct the issues he would have recommended that.  

  Customer response

  07/30/2024

  Last night I was thinking about this whole issue and remembered that I actually asked the Mr. ********************** tech if he checked the tension rods. His answer was there was no problem with the rods just the tub was damaged. Ne could not explain how a tub gets damaged. He put the mnachine in spin cycle while It was empty and it wobbled. He said this is proof that I need a new tub.

  ********** ********************** repair said there was nothing wroing with the tub I just needed the rods replaced. He explained that they get worn and weak and will not hold the tub in place. There are 4 of them one in each corner, when 1 or more are weak the tub will wobble.

  Now that the rods have beed replaced the tub does not wobblle. SEE VIDEO ATTACHED. My wife and I have completed many many loads of wash since the reapir and NO PROBLEM. My machine is fixed. 

  I don't think the tech from Mr. ********************** knew what he was doing. A sinmple ****** search will explain that a washer that gets numerour unbalanc codes can  be attributed to weak or broken tension rods.

  We are seniors living off social security and this expence was not neccessary.

  Thank You.

  Customer response

  08/01/2024

  I am rejecting this response because:   The techichian sure didn't act like he had 15 years of experiance. I asked him is he checked the tension rods and his responce was  - they were fine and didn't need replacing. WRONG. After they were replaced the maching stopped having a problem with balancing a load. SEE VIDEO ATTACHED.

  Poor service  - if there were other options to repair my machine he should have said something. Mr. ***** says he choose the bset solution - I say he choose the most expensive solution. If the tub has a pending disaster ahead - I can replace the rods myself for about $50 - I can do this a dozen times and it will still cost less than replacing the tub. 

  Just for good customer service I should get a refund, even a partial refund of $100 would be appreciated. It's not good business taking atvantage of seniors on social security.

  Customer response

  08/04/2024

  I dont have any new info. I just wanted to recap and make my very position clear.
  1) The only proof that my washer needed the tub replaced was that it wobbled, as told by the technician.
  2) The technician said it was NOT the tension rods causing my problem
  3) I had another company replace the tension rods who said my tub was NOT damaged in any way
  4) The tub does NOT wobble now.
  If my tub is damaged how can it be proven? It spins fine now and never gets unbalanced. I realize sometime in the future it has a chance of wobbling again. But replacing the tension rods will fit it. This HAS been proven.
  Thank You,
  *** *********

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Oct of 22 Mr. ********************** came to look at our dryer because it was not spinning They came back to replace the belt and charged over $300. The dryer is still doing the same thing. I contacted the business to let them know that it could not be time to replace that belt and that the front of our dryer was not pushed in all the way. I received a call back from Manager ***************** which she was no help the only thing I could get from her is the belt has a 90 day warranty and maybe thats why it is a 90 warranty by ******* and nothing they could do about it. I was requesting someone to come back out to look at it again for no charge but again no big deal to them. Well Mr. ********************** the belt was not set properly on the dryer and the front of the dryer has prongs broken on one one side and *********** person was the last to take it off and put it back on. Wow not only did you not fix the dryer properly you broke the front part of the dryer. We basically paid you for the belt and the repairs on the washer. It would have been nice for him to tell us he broke the prongs off the dryer. We need to be compensated for the broken piece on the dryer for repairs and some type of compensation for not fixing our dryer properly. I will never use them again and will encourage others not to. The customer service ***** and they worry more about money than servicing and satisfying the customer. I have pics to prove the belt was not put on properly and the broken prongs on our dryer.

  Business response

  07/18/2023

  This customer called us at approximately 8:30 am on 10/3/2022 saying that her Samsung dryer would not spin when the unit starts.  We had a technician at her house at approximately 11:00 that same day.  He disassembled the unit and found that the belt was worn and needed to be replaced.  The customer approved the repair and paid the balance in full ($355.98) with a Discover credit card. That technician returned to the home on 10/7/2022 at approximately 2:00 pm disassembled the unit and replaced the belt.  He ran a test cycle and verified that the unit was running properly.  The customer called our office back on 6/26/2023 (8 months and 20 days after the repair) to say that her dryer was not working properly.  She was told that we provide a 90 day warranty for parts and labor and that she is outside of that 90 day window.  She did not want to pay a new diagnostic fee so we did not send a technician out.  There are several things that could cause the belt on her dryer to move.  There could be damage to her idler pulley which would cause it to shift and no longer put tension on the belt which would make the belt move. I have spoken to the technician and he assured me that he did not break the clips on the dryer panel.  We operate with integrity and would have replaced those clips at no cost if he had done that.  I do not feel that this complaint is warranted in that she was told of our warranty policy and did not call us for over 8 months after the repair was done.  If the repair that was completed by ************** did not fix the dryer the customer could have called us back immediately.  We have many many 5 star reviews regarding our excellent customer service and I will gladly share those if that would be helpful in your decision.  Thank you for your consideration in this matter.

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

  Owner 

  Mr. Appliance of Mansfield

  Customer response

  07/18/2023

  As stated before he was the last one to take the top off and no one bothered it since. It is no concern to ** how many times a business have a 5 star. It could not have broken any other way than by the technician. As a professional I would have expected them to have the courtesy to have made us aware that it was broken so that his company would not be blamed for it. This is why I know he did it. My complaint still stands and it still needs to be fixed. 

  Customer response

  07/24/2023

  As stated before he was the last one to take the top off and no one bothered it since. It is no concern to ** how many times a business have a 5 star. It could not have broken any other way than by the technician. As a professional I would have expected them to have the courtesy to have made us aware that it was broken so that his company would not be blamed for it. This is why I know he did it. My complaint still stands and it still needs to be fixed. 

  Business response

  07/24/2023

  It is obvious that the dryer was used in the 8 months that have transpired since our repair in that the belt has moved out of it's track.  It would not have passed the test cycle that the technician ran before leaving her home if it was off it's track.  Without the clips in place the dryer would have shaken and caused a noise making it obvious that there was an issue.  The clips were in tact when ************** ran the test cycle.  I can not be responsible for damage done to a unit 8 months after my technician completed the repair.  It is not reasonable to come back after this much time has passed with a complaint.  It is for these reasons that I am unable to offer any kind of refund at this time.

• Initial Complaint

  08/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I scheduled a consult for an electronic issue with our range. When scheduling over the phone the office rep told me that there would be a $129 service charge but if we proceeded with service it would be applied to the cost of the parts/labor. I verbally agreed. Tech, David, came on 7/29 and we agreed on $493.01 for the parts/repair. I asked if that included the $129 service charge and he said no, since we were proceeding with service we would just pay for parts/labor. Today, 8/4, we were scheduled for the paid for repair. I received a voicemail from Donna, that the tech had reviewed the schematics for our repair and discovered that an additional part was needed which would need to be ordered, paid for, and then rescheduled for next week. I returned the call and spoke w/ office rep, Jamie. I asked for Donna but was told she wasn't available. Jamie had minimal info on the additional parts/charge needed. Eventually I was told that it would be $97 "at cost" for the part. Jamie directed me to David for further info. David called and explained the need for the additional part and cost. I declined moving forward. David advised that the office would call me to discuss the cancellation and refund. No one called. But I checked my email and saw a refund receipt for $326.31. So I called back again and spoke with someone else-Abigail maybe? who told me that the difference is the service charge which I now am responsible for paying since we have declined service. I again asked to speak with Donna. I explained that I expected a full refund as at the time of the diagnostic service we did decide to proceed with service. But since the diagnostic service was not done accurately it doesn't seem appropriate to keep over $160 in a service charge for a service that was provided poorly, and more than initially quoted at $129. Donna explained that she retained the service charge and a $25 "restock fee" which was eventually refunded. But they still owe me over $141.70 for the service fee.

  Business response

  09/22/2022

  Business Response /* (1000, 5, 2022/08/08) */ Our technicians are skilled professionals and our business practice is that their time, travel and expertise is reimbursed through our diagnostic fee if the repair they recommend is not accepted by the customer. We do not offer free estimates. When the customer first contacted our office to set up an appointment, they were made aware of our policy and they agreed to set up a service call. The unit was not misdiagnosed. The part needed for the repair of the unit is a part that the technician believed traditionally came as an assembly, and that was the basis for his quote, which the customer accepted. Once the part came in, the customer was called and set up for installation of the part and the work order was sent to the technician for review. Upon review, the technician found that in this particular model the part was not an assembly, but was broken into two separate part numbers, each of which had to be ordered. As we had only ordered an received the initial part, he relayed the information to the office; we contacted the customer to let them know we would provide the part at our cost, with no markup and no additional labor. The customer ultimately declined due to the added cost of the repair and the timeframe in which the repair could be completed. The diagnosis did not change and is still the correct diagnosis for this appliance. We reimbursed the customer for everything but the agreed upon diagnostic fee, and did not charge any additional fees for the administrative costs that were incurred by the office for shipping and handling of the part that was ordered and received at the customers request. Our diagnostic fee stands because the service of diagnosing the unit was provided as agreed to by the customer. It can be used by the customer to purchase parts on their own or to contract with another service company to complete the repair. Consumer Response /* (3000, 7, 2022/08/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) My issue is that your business was not transparent with the possibility of additional fees on the original estimate and again were not transparent when I requested to cancel the job. Only a verbal notice of the diagnostic fee was provided when booking our appointment over the phone, no confirmation of this fee was provided via email or otherwise; no correspondence was received in writing until the day of the appointment when the technician was on their way to our home. There is also no easily accessible note of the diagnostic fee on your website, nor that it stands after an agreement is made on the cost of the repairs. When we signed the estimate and paid in full at the time of the diagnostic visit there was no information provided stating that the estimate was subject to change or that we would remain liable for the cost of the diagnostic fee should the recommendation change. We were only told, at the time of booking, and again at the time of payment during the diagnostic visit that the diagnostic fee would not apply should we decide to proceed with services. Which we did. With the services quoted at the time of payment. All that was ever communicated to my husband & I, verbally, was that if we elected not to proceed at the time of the diagnostic appointment that we would be charged a diagnostic fee. We did proceed and pay in full at the time of the diagnostic visit. When I was notified that the parts cost had changed, I repeatedly asked that someone contact me to cancel. I repeatedly stated that I wanted a full refund. No one contacted me to explain or offer further information. I only reached someone after the partial refund was already processed, without my consent or knowledge of the amount. Your business was not transparent with the cost of the services provided. Business Response /* (4000, 9, 2022/08/11) */ An appointment was requested by the customer, we responded to that request by traveling to her home to diagnose the issue that she was having. We quoted the price for repair based on the information provided by the manufacturer. That information was not accurate so the quote was updated as soon as we got the updated information regarding the part that was needed. The customer decided that they did not want to pay the additional fee to have the repair done. We reimbursed her for everything but the diagnostic fee as per our policy. We did do the diagnostic and we did our best to provide excellent customer service. I am at a loss to further explain my position. The diagnostic was done and our fee for that is all that was paid by the customer. We do not advertise that we do free estimates and that was never communicated to her in any way. She acknowledged that our diagnostic fee was communicated verbally to her when she made the appointment. Thank you for your consideration.

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