Want to charge a service fee to come back out to repair what was faulty from their first repair job.
On January 24, 2014 I called to have Dick Van Dyke's look at our washer because the gasket seal around the door was leaking. On January 30, I was told they would be out that day but only after I paid a service call fee by credit card. The technician stated he had to order the part. The actual repair did not take place until February 5, 2014. That part just fell off the washer door. When called to ask them to come and correct the problem, I was told they would not come out unless I paid another service call fee. This time, they called it a "diagnostic fee". I explained that they did not need a diagnosis, that the part they installed simply fell off. I was again told, that is their policy. I am supposed to have a guarentee for this work for 90 days. After being told that this is how they do this, I asked to speak to the manager. I was not allowed to be connected to one but was told that someone would call me back. I did recieve a call a few hours later. The woman said her hands were tied, as they only honor the diagnostic fee for 30 days. I asked to speak to the head manager and again was told they would not connect me but they will forward the information to them. I feel that they are not honoring their guarantee by charging us to come back to the house to repair either a faulty part or one that was put in incorrectly. I also feel that when a customer has an issue and asks to speak to a manager, they should honor the request.
I would like for a repair technician to come and replace/ repair the part that they initially installed with no added cost.
The customer scheduled a service call for a Whirlpool washer on January 24, 2014 stating that the washer was leaking. Our technician inspected the washer and found that the bottom front of the gasket was wrinkled and causing the washer to leak out the front of the door. Our technician went back to the home on February 5, 2014 and replaced the gasket on the door. On April 1, 2014, the customer contacted Dick Van Dyke Appliance World stating that the gasket was ripped loose on the door of the washer.
Our diagnostic fee is guaranteed for 30 days, unless the customer was to decline the repair at the time of diagnosis. All parts and labor is covered for 90 days. I do apologize for any inconvenience this may have caused the customer, and after reviewing the information we have decided that the customer would not be responsible for the second repair of the washer. Our technician went to the residence on April 1, 2014, and he diagnosed the issue with the appliance. He spoke to the customer on April 3, 2014, stating that he did not charge the service call fee and parts and labor would also be covered.
(The consumer indicated he/she ACCEPTED the response from the business.)
First, I never reported that the gasket was "ripped loose". I reported that the gasket fell off, big difference! I spoke to the technician that came the second time and was told that the part was installed incorrectly by the first technician. At that time, which was after they recieved notice from BBB, he said they would waive the diagnostic fee. I reported Dick Van Dyke to BBB because I was repeatedly told we had to pay a new diagnostic fee, regardless of the outcome. Because they did waive the fee, I am satisfied. Because of the persistance needed for them to come and correct their mistake or to talk to a manager, I will not call them again.