Appliance Works

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] We fully explained the issue to the parts store and they think you should have repaired the valve and the dishwasher would have worked I don't understand why it would have "broke the valve to replace it when you were last out," rather than charge us another $200+ to come back out Can you explain this? Also, you were going to call me back after speaking to your service manager and didn't Why would I call you back when you needed to speak to your manager? There is no way for me to know by when you've done this My presumption was just what I see for your business on [redacted] and other locations, which is people complaining If you guarantee your work, you should come fix it for the price we paid because so far, I've paid $for nothing but a simple diagnosis that I'm told by my plumber and the parts store could have been done on the phone I'd like a refund.Regards, [redacted]

As per my previous conversation with the customer,the tech had found that the water supply valve to the water line had a gasket disintegrate, which went into the water line and clogged the water valve inside the dishwasher The tech cleared the water valve as best as possible first to see if this would alleviate the problem, which it did notThe tech then advised the customer to have the water supply valve to the water line needed to be replaced and the water line needed to be flushed out so that the debris would not continue to clog the water valve and cause more damage to the unitThe customer had the plumber replace the water supply valve and flush out the water line and the dishwasher was still having the same issue because the water valve could not be fully cleared by the tech in during the previous appointmentCustomer then called our office and I proceeded to explain to him why the water valve in the dishwasher needed to be replaced and if we were to have replaced the water valve before the plumber fixed the issue that it would have ruined the new water valve installedCustomer proceeded to inform me he had no clue that there would have even been a water valve inside the dishwasherThat he was frustrated because of all the money that he had already spent on our diagnosis, cleaning the water valve and the plumbers costsWe are authorized servicer for [redacted] and our cost come out of a National Average Book for the repair needing to be doneI informed the customer that I could talk to my service manager about getting a discount on the cost of the repair, because all I am allowed to offer is $off without high authorizationThe customer stated they would call back and have never heard back from themSo in regards to what the appliance parts store had stated, it seems that the customer did not inform them of the reason the water valve broke in the first place, which would then make them understand why the tech waited for the plumber to fix the cause of the problem to see if the cleaning of the water valve had resolved the issue with the unit itselfIf it had then he would not have to have the water valve replaced for no reasonHope this clarifies this issueWe here at Appliance Works guarantee our work and as long as the customer allows will complete any job that we startIf customer is willing we can still discuss a discount on labor

The repair cost was quoted before any repairs were made and the technician was given permission to complete the repairs specified for the price quotedThe repairs were completed and the washing machine was fixedThere was a price reevaluation, as the technician did quote for a drain pump motor replacement if required after doing the workThe drain pump motor did not need to be replaced and thus a higher repair cost was not requiredAfter the customer did call in the day after the repair, we did offer to reduce the price to $which was refusedOur minimum labor charge is $but that does not mean that if all we perform is labor that it will only be a $chargeAgain, the repair costs were quoted beforehand and was agreed uponNeedless to say, the customer paid with a check and numerical put in $but wrote it out for only $and have attached a copy of the checkThus the bank ran the check for $onlySo we are willing to leave it as is if the customer rescinds the complaint and takes down her review from other review sites since the customer is only paying $100, which will be the lowest we have completed that specific job for

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Although your response seems to suggest otherwise, the error with the check was totally unintentional and I am more than willing to correct it. Your repairman told me the price prior and, when I complained, listed an elaborate repair process that would need to be completed to ensure the washer worked correctly, including removing several parts and hoses and cleaning them out. Although I stated I did not feel all the parts would need to be removed, I was assured it had to be done. I figured I was already going to have to pay the $service charge for his arrival and tried to calculate what it would cost me to call someone else and decided I might be better off letting him do the repairs and hoping for a price recalculation at the end, when he realized he did not need to do all the work he thought, as described by the other customers in their comments. I have stated before that I watched the repairs being performed and that not all the steps he told me had to be done were actually performed. Your referral to the national price guide after the fact suggests to me that your repairman clearly intended to make up his own price from the beginning.
I thought your offer to accept the amount the bank honored due to my error was acceptable, however I made my selection of your company in the first place based solely on the comments online (all of which were good) and the fact that you had no Revdex.com complaints against you. Your response makes me curious as to whether there were actually prior complaints that were resolved with the condition that the complaints be removed. I feel the purpose for the comments is to allow the consumer to make an informed decision as to which company they would like to use. I believe my comments to be an honest recitation of my experience with your company and although I am willing to update them, I do not believe removing them would be the right thing to do as it would perhaps deprive other consumers of useful information to help them make an informed decision, which is the purpose for such comments in the first place.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.The items that I had not received arrived yesterday.  From the packaging slip the items were ordered on 9/19/17 which...

was the day after I send my complaint to the Revdex.com.  Clearly ordered LONG after I paid for them and was told I should have received them.  I still have not heard from Appliance Works but I am happy that the items ordered have arrived. Thanks,[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. . 
We fully explained the issue to the parts store and they think you should have repaired the valve and the dishwasher would have worked.  I don't understand why it would have "broke the valve to replace it when you were last out," rather than charge us another $200+ to come back out.  Can you explain this?   Also, you were going to call me back after speaking to your service manager and didn't.  Why would I call you back when you needed to speak to your manager?  There is no way for me to know by when you've done this.  My presumption was just what I see for your business on [redacted] and other locations, which is people complaining.  If you guarantee your work, you should come fix it for the price we paid because so far, I've paid $145 for nothing but a simple diagnosis that I'm told by my plumber and the parts store could have been done on the phone.  I'd like a refund.Regards,
[redacted]

The repair cost was quoted before any repairs were made and the technician was given permission to complete the repairs specified for the price quoted. The repairs were completed and the washing machine was fixed. There was a price reevaluation, as the technician did quote for a...

drain pump motor replacement if required after doing the work. The drain pump motor did not need to be replaced and thus a higher repair cost was not required. After the customer did call in the day after the repair, we did offer to reduce the price to $145.00 which was refused. Our minimum labor charge is $90 but that does not mean that if all we perform is labor that it will only be a $90 charge. Again, the repair costs were quoted beforehand and was agreed upon. Needless to say, the customer paid with a check and numerical put in $180.000 but wrote it out for only $100.00 and have attached a copy of the check. Thus the bank ran the check for $100.00 only. So we are willing to leave it as is if the customer rescinds the complaint and takes down her review from other review sites since the customer is only paying $100, which will be the lowest we have completed that specific job for.

As per my previous conversation with the customer,. the tech had found that the water supply valve to the water line had a gasket disintegrate, which went into the water line and clogged the water valve inside the dishwasher.  The tech cleared the water valve as best as possible first to see if...

this would alleviate the problem, which it did not. The tech then advised the customer to have the water supply valve to the water line needed to be replaced and the water line needed to be flushed out so that the debris would not continue to clog the water valve and cause more damage to the unit. The customer had the plumber replace the water supply valve and flush out the water line and the dishwasher was still having the same issue because the water valve could not be fully cleared by the tech in during the previous appointment. Customer then called our office and I proceeded to explain to him why the water valve in the dishwasher needed to be replaced and if we were to have replaced the water valve before the plumber fixed the issue that it would have ruined the new water valve installed. Customer proceeded to inform me he had no clue that there would have even been a water valve inside the dishwasher. That he was frustrated because of all the money that he had already spent on our diagnosis, cleaning the water valve and the plumbers costs. We are authorized servicer for [redacted] and our cost come out of a National Average Book for the repair needing to be done. I informed the customer that I could talk to my service manager about getting a discount on the cost of the repair, because all I am allowed to offer is $25 off without high authorization. The customer stated they would call back and have never heard back from them. So in regards to what the appliance parts store had stated, it seems that the customer did not inform them of the reason the water valve broke in the first place, which would then make them understand why the tech waited for the plumber to fix the cause of the problem to see if the cleaning of the water valve had resolved the issue with the unit itself. If it had then he would not have to have the water valve replaced for no reason. Hope this clarifies this issue. We here at Appliance Works guarantee our work and as long as the customer allows will complete any job that we start. If customer is willing we can still discuss a discount on labor.

[redacted] We went out for a no cool fridge on 2/20, our tech replaced an overload relay for the compressor, not a “defrost relay” as stated. We replaced part on 2/22, not because our tech ordered parts, but to help with payment as repair costs could not be paid for on 2/20. We received a call 9 days...

later, 3/3, in which we scheduled for Monday 3/6. The tech called on his way, and was told the fridge was cooling. We want to be upfront, so technician informed customer if the unit is cooling and we cannot find an issue, there is a potential service call. It was agreed by customer that the tech did not need to come out. On 3/10, our office was called as there being a no cool issue. We attempted to schedule for the next available time on Monday 3/13. Customer declined to schedule appointment and had another company come out on Monday 3/13 and did repairs on the defrost system, not related to the repairs we did. The fridge had also been moved to a different address between the original repair and the last call made. Our office was just wanting to verify if the fridge had been put on its side or not as that can cause issues. We also did not receive an email from the customer. I called customer on Monday 3/13 to talk about the situation. To the accusation we did not do repairs, customer stated in phone call he had the old part and it was working fine. If there is an old part then repairs were done. I offered to come back and test the part with him and if the part we replaced would turn compressor on, I would refund the charge. He then said I would need to pay for all his food which I said I would not. I have offered to go back and the customer has refused that offer. I stand behind the repairs my technician did. I can send over phone recordings to further prove our case. I believe it was an unfortunate situation of timing, and there being multiple issues with the unit. We did not refuse to come out, we were more than prepared to send the tech out and warranty the repairs we had done.

The repair cost was quoted before any repairs were made and the technician was given permission to complete the repairs specified for the price quoted. The repairs were completed and the washing machine was fixed. There was a price reevaluation, as the technician did quote for a...

drain pump motor replacement if required after doing the work. The drain pump motor did not need to be replaced and thus a higher repair cost was not required. After the customer did call in the day after the repair, we did offer to reduce the price to $145.00 which was refused. Our minimum labor charge is $90 but that does not mean that if all we perform is labor that it will only be a $90 charge. Again, the repair costs were quoted beforehand and was agreed upon. Needless to say, the customer paid with a check and numerical put in $180.000 but wrote it out for only $100.00 and have attached a copy of the check. Thus the bank ran the check for $100.00 only. So we are willing to leave it as is if the customer rescinds the complaint and takes down her review from other review sites since the customer is only paying $100, which will be the lowest we have completed that specific job for.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Although your response seems to suggest otherwise, the error with the check was totally unintentional and I am more than willing to correct it.  Your repairman told me the price prior and, when I complained, listed an elaborate repair process that would need to be completed to ensure the washer worked correctly, including removing several parts and hoses and cleaning them out.  Although I stated I did not feel all the parts would need to be removed, I was assured it had to be done.  I figured I was already going to have to pay the $55 service charge for his arrival and tried to calculate what it would cost me to call someone else and decided I might be better off letting him do the repairs and hoping for a price recalculation at the end, when he realized he did not need to do all the work he thought, as described by the other customers in their comments.  I have stated before that I watched the repairs being performed and that not all the steps he told me had to be done were actually performed.  Your referral to the national price guide after the fact suggests to me that your repairman clearly intended to make up his own price from the beginning. 

I thought your offer to accept the amount the bank honored due to my error was acceptable, however I made my selection of your company in the first place based solely on the comments online (all of which were good) and the fact that you had no Revdex.com complaints against you.  Your response makes me curious as to whether there were actually prior complaints that were resolved with the condition that the complaints be removed.  I feel the purpose for the comments is to allow the consumer to make an informed decision as to which company they would like to use.  I believe my comments to be an honest recitation of my experience with your company and  although I am willing to update them, I do not believe removing them would be the right thing to do as it would perhaps deprive other consumers of useful information to help them make an informed decision, which is the purpose for such comments in the first place. 

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Although your response seems to suggest otherwise, the error with the check was totally unintentional and I am more than willing to correct it.  Your repairman told me the price prior and, when I complained, listed an elaborate repair process that would need to be completed to ensure the washer worked correctly, including removing several parts and hoses and cleaning them out.  Although I stated I did not feel all the parts would need to be removed, I was assured it had to be done.  I figured I was already going to have to pay the $55 service charge for his arrival and tried to calculate what it would cost me to call someone else and decided I might be better off letting him do the repairs and hoping for a price recalculation at the end, when he realized he did not need to do all the work he thought, as described by the other customers in their comments.  I have stated before that I watched the repairs being performed and that not all the steps he told me had to be done were actually performed.  Your referral to the national price guide after the fact suggests to me that your repairman clearly intended to make up his own price from the beginning. 

I thought your offer to accept the amount the bank honored due to my error was acceptable, however I made my selection of your company in the first place based solely on the comments online (all of which were good) and the fact that you had no Revdex.com complaints against you.  Your response makes me curious as to whether there were actually prior complaints that were resolved with the condition that the complaints be removed.  I feel the purpose for the comments is to allow the consumer to make an informed decision as to which company they would like to use.  I believe my comments to be an honest recitation of my experience with your company and  although I am willing to update them, I do not believe removing them would be the right thing to do as it would perhaps deprive other consumers of useful information to help them make an informed decision, which is the purpose for such comments in the first place. 

Regards,

Review: Desired repair was described (cleaning out drain) and no mention of "national average list" for services referenced. Quoted a charge of $55 for service call which would be applied towards repair, $90 minimum. Upon arrival, repairman stated $190, described elaborate steps involved in repair, including removing and flushing hoses. Observed repairman entire time he was here. Did not remove any hoses. Cleaned out drain and pried another part out with pliers. Replaced removed items. Started a wash cycle and left about two minutes into the process. Entire time here was less than 30 minutes. Expected reevaluation of original price stated based on reviews of other repairmen from same company on the web who reevaluated their quoted price based on time and effort involved. Price stated at $180. Told I would receive an invoice via email by the day's end. Still have not received invoice. Called owner and was told "national average list" showed price for service as $145 and owner "had bills to pay" and would not reevaluate charge to $90 based on time and labor required.Desired Settlement: Feel I should receive $90 refund and charge should be no more than $90, based on original quote and work actually performed.

Business

Response:

The repair cost was quoted before any repairs were made and the technician was given permission to complete the repairs specified for the price quoted. The repairs were completed and the washing machine was fixed. There was a price reevaluation, as the technician did quote for a drain pump motor replacement if required after doing the work. The drain pump motor did not need to be replaced and thus a higher repair cost was not required. After the customer did call in the day after the repair, we did offer to reduce the price to $145.00 which was refused. Our minimum labor charge is $90 but that does not mean that if all we perform is labor that it will only be a $90 charge. Again, the repair costs were quoted beforehand and was agreed upon. Needless to say, the customer paid with a check and numerical put in $180.000 but wrote it out for only $100.00 and have attached a copy of the check. Thus the bank ran the check for $100.00 only. So we are willing to leave it as is if the customer rescinds the complaint and takes down her review from other review sites since the customer is only paying $100, which will be the lowest we have completed that specific job for.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Although your response seems to suggest otherwise, the error with the check was totally unintentional and I am more than willing to correct it. Your repairman told me the price prior and, when I complained, listed an elaborate repair process that would need to be completed to ensure the washer worked correctly, including removing several parts and hoses and cleaning them out. Although I stated I did not feel all the parts would need to be removed, I was assured it had to be done. I figured I was already going to have to pay the $55 service charge for his arrival and tried to calculate what it would cost me to call someone else and decided I might be better off letting him do the repairs and hoping for a price recalculation at the end, when he realized he did not need to do all the work he thought, as described by the other customers in their comments. I have stated before that I watched the repairs being performed and that not all the steps he told me had to be done were actually performed. Your referral to the national price guide after the fact suggests to me that your repairman clearly intended to make up his own price from the beginning.

I thought your offer to accept the amount the bank honored due to my error was acceptable, however I made my selection of your company in the first place based solely on the comments online (all of which were good) and the fact that you had no Revdex.com complaints against you. Your response makes me curious as to whether there were actually prior complaints that were resolved with the condition that the complaints be removed. I feel the purpose for the comments is to allow the consumer to make an informed decision as to which company they would like to use. I believe my comments to be an honest recitation of my experience with your company and although I am willing to update them, I do not believe removing them would be the right thing to do as it would perhaps deprive other consumers of useful information to help them make an informed decision, which is the purpose for such comments in the first place.

Regards,

Great service! Quick

[redacted] came out from the Sun City location and repaired my fridge I'm very happy with their service. It great to see a service company that does things right!!!