Quaker City Service Center

July 23,2015
Dear [redacted];This letter is to update your file on the complaint submitted on July 6,2015 with an ID of [redacted].In my letter dated July 10, 2015,1 informed you that we were finally able to schedule a day for two men to bring out [redacted]’s unit. We installed it in her home, and tested the unit. When we ran it, the unit burned the motor out again. The customer’s electric line is on an uneven cabinet which we thought could be causing the issue of the motor burning out. At that time, we were not sure whether it was or not. We took the unit back to repair again. We called and documented all of our findings with [redacted]'s t.echline, so the manufacturer was aware of the ongoing issues with this unit.We took the entire unit apart this time> which is not something we do in the normal repair process. When we took the unit apart, we found that the customer put in a non-crushable object, which destroyed the.frame system. This part is not repairable, and per [redacted] there is no warranty on this.The unit is still in our warehouse, and we are waiting on instructions from the customer on whether! we should put the unit back together or notSincerely,Bruce G

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: August 12, 2017Dear [redacted]:In response to Quaker City’s assertion of the facts, I submit the following:Quaker City states that when they came to my residence to diagnose the problem with my oven, the oven was working properly. This is not true. The oven was in the early stages of failure. I know this because it had not been cooking food satisfactorily and not as it had been previously. Their claim that it was working properly is an excuse for the inability to diagnose a problem in its early stages before it had become more obvious.Quaker City also claims that when it left my residence on July 7 to perform the repair, the oven was working properly. It is highly unlikely that this is true since it had not been working properly before and eight days later the oven completely failed to warm up. Therefore, again, this is a case of incompetence and shoddy workmanship on the part of Quaker City. Quaker City does not appear qualified to be engaging in the type of work that they claim they can do.Quaker City states in their response that they can make an educated guess as to what could have caused the problem. However, they hold themselves out as experts in the repair of [redacted] ovens. Quaker City should not be making educated guesses as to what is causing the problem. Laymen or amateurs make educated guesses. Experts definitively diagnose the problem and fix it. If Quaker City is not able to do such, it should not be holding itself out as a [redacted] oven repair expert.The manufacturer, [redacted], recognized that there was a problem with the oven even after their service representative, Quaker City, failed to identify the problem. This is the reason [redacted] offered to cover the cost of the parts for repairing the oven. On my call to [redacted], I asked if I could use another service representative in place of Quaker City because I had no confidence in Quaker City to repair the oven successfully based on their initial inability to diagnose the problem. The [redacted] representative stated that I could use another service representative to perform the repair but that [redacted] would not then cover the cost of the parts. The [redacted] representative stated that I needed to use Quaker City for the repair if I wanted to benefit from [redacted] covering the cost of the parts. Therefore, I was, more or less, forced to use Quaker City despite my lack of confidence in them.When I called Quaker City after the failed attempt to repair, I asked for a refund of the full amount of $413.40 I had paid. I refused to accept Quaker City’s offer to set up another service call for two reasons. First, it had become obvious that Quaker City was not qualified to correctly repair the oven and that such second service call would have been fruitless. It would have also required me to lose additional wages since I get paid only for time worked. Second, at that point I had already spoken to [redacted] about Quaker City’s failure to repair the oven as they had promised to do. Recognizing the problem with the oven and with their service representative, [redacted] offered to replace the oven with a new oven of the same model for just a $150 processing fee. I had already accepted this offer from [redacted] when I called Quaker City to request a refund of the $413.40 it had charged me.The bottom line here is, plainly and simply, that Quaker City holds itself out as a [redacted] oven repair service company. I hired them to repair my [redacted] oven. I did not hire them to try to repair it. It was the end result of a properly working oven that I hired them for. They agreed to repair the oven when they charged me their fee. They failed to repair the oven as promised. Therefore, they are required to the return the fee. There is nothing else that matters.I do not consider this case settled until Quaker City refunds the full amount of the service fee of $413.40 it charged me.
Regards,
[redacted]

This company has horrible customer service, high over-market repair prices (to fix a [redacted], as explained to me by the repair technician, cost well over 200.00), poor workmanship, and a nonchalant attitude towards my valid complaint. Do not use this company.

Review: My wife called to schedule a time for a technician to come out and service our washing machine. They asked her for the make/model and the serial number. The tech showed up, looked and the washer, and said, you need a new suspension system but it's not worth doing it because this make/model washing machine always has another issue happen in the first 4-5 years that will cost $900 to repair. I called and asked for customer service, but they didn't have a customer service department. The lady that did speak with me was a phone operator, scheduling the service appointments. I asked why we weren't informed of the issue that was definitely going to happen, so we wouldn't have someone come out and spend $112.35 (which they had said would be $105) to tell us in 5 minutes we shouldn't spend any money to repair this make/model. She said, "this is a business, we don't give out free information."Desired Settlement: Please refund the $112.35 as the tech could have given us the same information over the phone when my wife called to make the appointment.

Business

Response:

November 19, 2014Dear [redacted]:On November 5, 2014, our office received a service call for [redacted]’s washer. At that time our office called to find out the age of the unit. When [redacted] informed us the unit was out of warranty, we proceeded to tell him that our service call ran $105+tax to come out to his home, and that any parts or labor needed are additional. He agreed to these terms, and we even went out to his home 3 days sooner than the date he requested, to provide him with even better Service. Our office staff are not technicians, and cannot tell a customer what is wrong with their appliance over the phone, and neither can our technicians. We must always go out and check out the customer’s appliance before giving any advice on what the repair would be.Our technician arrived to the customer’s home on November 11, 2014. The technician looked at the washer and informed the customer that a suspension assembly was needed. He gave an estimate of $266+tax. At that time, the customer asked the technician if any other things could go bad with the appliance. Our technician advised the customer that anything could go at any time. The customer proceeded to ask what the most expensive repair for his appliance would be. Our technician advised that a tub bearing repair would cost $900.00 to replace, if and when it goes bad. We wanted to repair the suspension assembly, since that was only what was needed at the time of service, but the customer informed us that he did not want the repair. We never claimed that there were other issues with the unit.If there is anything else you need, please feel free to contact us.Sincerely,Bruce

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

The reply from the company is not truthful. I never called, it was my wife that called to schedule the appointment and she was also the one that met with the technician. This shows me that their notes are not accurate and they are creating a response based on what they "think" happened and not what actually happened. When my wife met the technician, she never asked what additional repairs would cost. The technician told my wife that it isn't worth making the repair because this model washer always needs a $900 repair when it's 4-5 years old. Furthermore, tax was never mentioned when my wife scheduled the appointment.

Regards,

Review: Quaker City service repaired my Whirlpool Dryer under warranty. They repaired the problem, but then broke the face plate of the dryer while doing so. They never advised us of the damage and left. When using the dryer later that day I noticed the door did not shut properly. I then saw that the front face plate was broke. I contacted Quaker City and they sent a repair person back out. He was told me that this is a common problem with these dryers and that the clips break when they remove the face plate. After about 10 minutes working on the dryer he said he was not able to repair it and would order us a new face plate and will be in contact to install it. After about 3 days and not hearing from Quaker City I contacted them and was told that the warranty company was not covering the repair and that they would no be fixing it. I asked to speak with a manager and was told [redacted] would contact me. I never heard from [redacted]. I called again today and was told the same story that [redacted] the service manager would contact me.Desired Settlement: Replace the face plate they broke and they promised to take care of.

Review: We purchased a Whirlpool refrigerator in May 2012, We were having problems with leaking and had Quaker City out on 3 different occasions 7/17/12, 8/24/12, and 8/13/13. every time they said they could not find anything wrong. This was the recommended service people from where we bought it.

Finally just this past week we had someone out who was recommended from the manufacturer. He found that the pan was cracked and had been for sometime, he assured us that this just did not happen. he found the problem within 15 minutes after he walked in. The bill was $235 for parts and labor. We requested Quaker City to at least pay part of the bill as their service people were unable to find the obivious problem. They rejected all calls.Desired Settlement: We would like them to pay at least a portion of what it has cost us to have the problem resolved. They charged us when they came out and provided no relief from the problem.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

They were the recommended service provider to fix the problem. When we finally did call Whirlpool they sent out someone to fix it which they did and said the problem had persisted for many months. A simple test of pouring water in the pan would have seen the leak. This is something that the service people from Quaker City had never done, therefore they should be responsible for refunding the $235 which I laid out because of the incompetence of there service techs.

Regards,

Review: On July 5th Quaker city service came out to my house to repair my stove (sent from [redacted]) the first tec that came out looked at my stove showed me what the problem was and gave me a total $264. he didn't fix it that day cause he had to order the part,but I did write a check out for $200.00 thinking my stove will be fixed by Quaker city appliance .on July 13th 2nd Tec came out broke a diffent part while fixing the 1st problem and was trying to charge me $80.00 more. When I told him I was not responsible for what he broke from that point on I got nothing less then a run around, for my refund they do charge $103.00 service charge for coming out. They are given me a big problem with refunding me $97.00. I have been to the office a few times the manager is never there. The worker told me he send out a check on Monday July 15th that I never received (recorded the confession) it's been over 1 1/2 month and have not received a refund.Desired Settlement: A refund for the full $97.00

TERRIBLE, the service is AWFUL. Service guy came out last week and brought the wrong tub for my washer, blamed it on Whirlpool (after Quaker City ordered it), came back on Saturday and said bearings were bad, claimed he fixed it. Washer worked for two days and then flooded my laundry room and basement. Guy came BACK out on Monday and said the NEW tub seals were broken and he would have to order ANOTHER new tub. Mind you on Saturday he left the old tub for me to dispose of, needless today when I threw him out of my house I made him take the old tub with him. Terrible, useless!!