A-1 has not honored its promises to repair my washer or resolve subsequent issues. A-1 has attempted to railroad me into paying them more money.
Beginning July 22, 2013, *****, the repairman visited my home August 3rd to repair my washer. I had called the store earlier and made the appointment. He found that, "lid switch is clicking trying to lock, ordering new one." Service #XXXXXX I paid the $120.12 fee that included $75 labor, $109.95 and $66.75 for a water valve. ***** returned August 31st and, "replaced lid switch and checked operation, all seems ok." It wasn't. ***** told me it was fixed; however, when I immediately attempted to run a small load of clothes through the cycle, the basket would not audibly fill with water and the lid locked and would not open. I immediately called *****. He told me to unplug it and wait 10 minutes for it to reset. I did. The washer didn't. I called him back. He refused to return to even look at the washer further. I told him that now not only was the washer not working, my clothes were locked inside. I had paid an additional $208.29 in cash Service #XXXXXX. It was the Saturday before Labor Day. He told me I would have to wait until Tuesday. I called and left a message on A-1's voice mail. I followed up with a call that Tuesday. ***** returned September 4th. I arranged to have my mother drive from ****** ****** ** so that someone could be at my home for the earliest available appointment. ***** diagnosed a third time, "Seems it may be control board," and later said it would cost me nearly $300 additionally. I told him I would contact a decision-maker. I spoke w ***** in Service who promised to investigate, call me back, and "make it right." He called me back, explained the control board was only available through the manufacturer and would take two weeks more of a wait to obtain. He offered a refund or in-store credit toward a washer (further patronizing A-1). I visited the store, emailed the sales rep he prompted to assist me (who gane me "a deal" where I would pay $400 more for a new washer and delivery fees) and decided on the refund. I called him to confirm my request had been received, he told me the refund would go out Tuesday, September 24th. Check has not been received. If the correct diagnosis had been made initially, I would have had a choice to proceed or not. It seems A-1's guarantee of service after the call includes drawing the unsuspecting customer into a money pit. I am disappointed, still without a working washer and no refund.
I want a full refund without any further delay.
Contact Name and Title: ***** *******-President
Contact Phone: XXX-XXX-XXXX
Contact Email: *****@a1appliance.com
I regret my company was not able to repair this washer in a timely manner. Our technician ***** diagnosed a defective latch assembly and water valve. The water valve problem was not detectable until the lid switch was installed. The valve was not available for several weeks from the manufacturer. A total of $208.29 was paid to ***** at this point.
Ms. ******* stated that she could not wait as she had to do laundry on a daily basis and that she was considering replacing the unit if it could not be repaired soon. ***** ****** offered an in-store credit for what was invested in the repair. Ms. ******* stated that she would come in to see what would be available.
The lowest price new washer sold at A-1 with delivery, installation charges and taxes is $408.60. The washer is ***** by ********* model ********** It has one full year parts and labor warranty. Deducting the $208.29 would leave a balance of $200.31 for a new washer.
Ms. ******* stated that she would prefer a refund of what she had spent on repairs.
I apologize for not processing the refund for the washer repair sooner. A refund check was mailed today October 1st for $208.29.
***** ****** attempted a voicemail message and sent an email today as well.
A-1 Appliance is determined to provide the best service available and we will strive to be more timely with our process in the future.