ComplaintsforHenry's Appliance Repair

• Initial Complaint

  12/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Todd H***** the owner of Henry’s Appliance came to my residence on 10/12/21 to repair my washer. He ordered a cold water valve to repair the issue the washer was having and charged me $195.84 for the part and labor. He came back on 10/18/21 to install the new cold water valve. After he left I went to do a load of laundry AND THE WASHER STILL WAS NOT WORKING! Todd came back later that day, took another look and said that now the washer needed a new motor which is still under warranty. He said that I needed to call ** to get the motor shipped to me. I didn’t feel comfortab** doing this so I asked him to wait. With some hesitation he waited and ** actually wanted to talk to him. During this conversation it was revealed that he was not listed with ** to be working on their washers. So he needed to reregister with them and they would send him an email which would further delay and inconvenience me to about a three week time period. So he said he was going to call me back later that evening to let me know if ** emailed him. I NEVER HEARD FROM HIM AGAIN NOR A CALLBACK! When I heard that I would have to wait three weeks and that he really was not authorized to be working on my ** washer, I called ***** **** ****** they came out on 10/19/21. The repairman said the washer did not need a new motor, it just needed the sensor, a part on the motor. He replaced that and the washer was repaired and I was charged $179.73. Then I noticed my washer began to make a water hammer noise and it sounded like it was coming from the cold water valve that Todd replaced(which could ruin my plumbing) I then called Sandy’s Repair they came out on 11/26/21 and 12/22/21 to order and replace that cold water valve that Todd Henry installed. Sandy’s charged me $226.53 to repair what Todd Henry put in my washer which should never have been done. TODD HENRY IS INCOMPETENT AND ABANDONED ME! THIS CAUSED MUCH STRESS, A TOTAL NIGHTMARE AND I WANT A FULL REFUND OF THE UNNECESSARY REPAIR AND COST OF $422.37!

  Business response

  02/16/2022

  On 10/12-2021 received a call from Mrs ********** about her washer not filling or not working right. The appointment was scheduled for the next day 10/13/21 between the hours of 11-1. When I got there after talking to her and listening to the machine, I diagnosed that the cold water valve was bad. Unfortunately I didn’t have the part and had to order it. I returned on the 19th between the hours of 9-11. Installed the new valve and shower her the old one that was filled with looked to be sediment from having a well. Which is common for houses with well water to have sediment build up in the valves. I tested the machine with the full cycle and it worked fine. 

  Later that day ( roughly around 2pm or so) she called and said that the machine is giving a ** error code. ** error code are usually caused by the RPS sensor failing, but in the past I had replaced those and would end having to replace the rotor and stator. So I explained to her that the rotor and stator are both covered by the ten factory warranty offered by **. I happened to be in that town still and stopped by to verify the code. She then said could I stay with her and talk to ** on the phone. I said yes of course but I couldn’t stay to long because at that time now it was close to 3 and I had to get home to get my 10 year old son off the bus for 330. After now waiting and being transferred back and forth wit each department ** has. It was now after 330. Luckily I was ab** to contact my neighbor to meet my son off the bus. We were ab** to get through finally to a rep that could help up. I told the rep was part were needed. They usually email the letter of authorization to the customer. One thing the customer stated that was right is that I’m not registered with ** because I pulled myself off their warranty department because of all the problems they have when it comes to parts. I no longer provide warranty coverage for them. 

   

  As far as not returning her calls. That’s not true. I can be reached by phone/ text. I always follow up with my customers and go above and beyond for them. Like staying in her house against my better judgment (because I had to get my son)to help her on the phone with ** to order the parts. Like I said luckily I was able to get someone to get my 10 year old son off the bus. 

   

  I give 30 day service call warranty & 90 days on all parts installed. If the valve that was replaced was faulty she should’ve called or texted me and I would’ve replaced it under my warranty that I offer.

  Unfortunately she did not give me the opportunity to warranty the parts and chose to call another company who replaced the same part which I replaced. Parts sometimes come faulty. I have had to replace the same part sometimes 2-3 times. Shipping or the way they’re made now. Who knows. Like I said unfortunately she closed someone else that replaced the same part I had replaced. 

   

  I hope this gives you the answer you’re looking for. 

   

  Thank you

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