ComplaintsforKenny's Appliance Repair

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired ***** for a microwave and oven repair. I called with the model numbers and knew which part needed replacement (they both had faded clock displays). They would not tell me the cost of the part replacement. They said they would come out and all I would pay was the service fee plus cost of part(s) needed to repair. ***** enters the house, records the model numbers and returns to his car. My smart lock recorded him spending a total of 2 minutes in the house (60 seconds per appliance). He called me 8 minutes later from his car and says the appliances are discontinued, so he cannot service them. Then demands the $160 service fee. I had issue with a service fee since no service was performed and they wouldn't tell me over the phone the appliance models were non-serviceable. He threatened legal action if I did not pay, so I paid his ******.

  

  Business response

  05/30/2023

  The customer making the complaint called on *** 12th and requested service on a microwave and a stove. He wanted me to price parts over the phone for him. I explained to him that we don't do that. Alot of the time the customers will incorrectly diagnose the problem. I told him that we can make an appointment to have ***** look at the appliances. I told him that the service fee for the first appliance would be $85 and $75 for the second. I explained that if the appliances could be repaired that the service fee would turn into labor. I spent 6 minutes and 27 seconds on the phone explaining this to him. He agreed and made an appointment. If he hadn't agreed, I would not have made the appointment for ***** to go out. The appointment was made for *** 16th.

  ***** went out and looked at the appliances and called the part supplier to order what he needed to repair them. Unfortunately the parts are no longer available. 

  The customer refused to pay. ***** explained to him that refusing to pay was theft of service and that if he didn't pay that he would put a lean on the property. 

  The customer finally paid on *** 18th. He threatened to turn us over to the BBB and post bad reviews. I am sorry that he is unhappy. The best outcome would have been being able to get the parts and repair his appliances. Unfortunately that was not possible. 

  Customer response

  05/30/2023

   
  Complaint: 20074275
  
  I am rejecting this response because:

  *****'s appliance charged a diagnostic fee to diagnose the appliances. As they stated in their summary, They would need to run a diagnostic themselves because customers frequently mis diagnose what they need. They said even though I was seeing a dim display, it could be due to the control board (which is what I was requesting), OR it could be faulty wiring or other dependent components or power supply issues. But the diagnostic would get to the source of the issue. ***** did not perform any diagnostic. He could not have. He was in the house a total of 2 minutes (not exaggerating, that is logged via the Smart Lock). He had no time to check wiring. He did not take anything apart to check internal components. In 120 seconds, he only had time to record the model numbers and return to his vehicle. I did attempt to give the model numbers over the phone before setting up the service. If the model was discontinued, he should have indicated so before showing up. 

  Since no diagnostic was performed, the diagnostic fee they charged is unacceptable. As they also stated in their summary, the diagnostic charge converts to labor, so I have already paid the full price for him to repair the units, even though he performed zero work on the units.

  As fair and reasonable resolution, I would accept to pay a $25 appointment fee for his time to drive out to the house, and be reimbursed the diagnostic fee.

  Sincerely,
  
  ***********************************

  

  Business response

  06/06/2023

  I am sorry that the customer finds the service that was provided to him unacceptable.

  The words diagnostic fee were never used. As explained to the customer,  the Service Fee ($85) turns into Labor if the appliance can be repaired. 

  As I explained to the customer over the phone as well in the last response, we charge a Service Fee. It is $85 and $75 for any additional appliances. He agreed to the charges or the appointment would not have been made.

  Customer response

  06/07/2023

   
  Complaint: 20074275
  
  I am rejecting this response because:
  

  The sales associate stated the service fee was for the technician to come to the house and perform a diagnostic on the units. So whatever they label it, it was a fee for the diagnostic to be performed (AKA service/diagnostic fee)
  
  They said the issue could be caused by faulty wiring or other dependent components or power supply issues. But the diagnostic would get to the source of the issue. However, ***** did NOT perform the promised diagnostic. He did not check any wiring or internal components. He did not perform any service on the unit, but still charged the full service fee.
  
  I have offered a fair and reasonable resolution in my previous correspondence. The business is making no effort to resolve the issue.

  
  Sincerely,
  
  ***********************************

  Customer response

  06/07/2023

  [A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, and find that arbitration is necessary.

  Sincerely,

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

  

  Business response

  06/14/2023

  The parts supplier that we order parts from give us a manufacturer warranty that we pass on to the customer. Some parts come with a 3 or 6 month warranty,  depending on the part and the company. 

  In this situation, If the customer wants to order his own parts, ***** will put them on with no warranty or guarantee.

  Customer response

  06/14/2023

   
  Complaint: 20074275
  
  I am rejecting this response because:

  The Business said the parts were not available and "my ONLY option was to order new appliances."

  That was a month ago and my tenants were in need of appliances with functional displays, so I initially took ***** at his word and ordered new appliances (based on his incorrect advice that parts were not available). I have now paid full price for a repair job when no service or repair was performed, AND at *****'s advice, bought new appliances, so offering to perform the repair now is insufficient. 

  But since no work or service was performed besides looking up a model number, and since ***** told me the appliances were scrap and nonrepairable and told me to buy new appliances, a full refund would be sufficient.

  Sincerely,
  
  ***********************************

  

  Business response

  06/15/2023

  Again, the Service call was scheduled and completed. Again, it would have never been scheduled if the customer had not agreed to the price. 

  Again, I am sorry that the parts were not available for us to purchase.  If the parts had been available, this would not have been an issue. 

  The reason that we don't purchase parts from the internet is because they don't come with a warranty. Many times the parts are rebuilt and are not reliable. There are also times that you will find them on the internet, but when you try to purchase them, they aren't available. 

  We only put manufacturer parts with warranty's on the appliances that we Repair in order to give the customer the best outcome.

   

  Customer response

  06/15/2023

   
  Complaint: 20074275
  
  I am rejecting this response because:

  The term "service call" implies a service would be performed. So no... the service call was not completed. They showed up and said they could perform no work on the units.

  Again... they did ZERO work on the units. They showed up and said they could not work on the units because they were discontinued. They performed no diagnostic. They performed no repair. They recorded the model numbers and left. Then yelled at me, threatening legal trouble if I didn't pay them.

  I am graciously offering to settle for a full refund. I am not demanding they cover the difference of the new appliances' costs since ***** misinformed me that my appliances were non-repairable. 

  I am growing tired of their "sorry... not sorry" responses.

  
  Sincerely,
  
  ***********************************

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