ComplaintsforPaul's Certified Appliance

• Initial Complaint

  06/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On4/21/21 service tech came out to repair noise in washer could not find source charged $45.00 Came back 5/19 to recheck problem in process of taking top off washer shorted out service board said would have to order new board from Washington changed $85.00 said spring was cause of noise part cost $25.00. Came back with new board installed washer did not work. Said main board was also fried ordered main board still di not work. Not sure when they could or even get new part. Asked tech if washer was totally fried did not get definite answer but recommended the best new washer to get!!!! At this point we decided to purchase new washer $799. Discussed this owner **** he said he would not charge for prior costs and it would be a wash REALLY We do not feel this is a proper settlement for this problem due to I was a witness to all damage to washer by tech. In his own admission he admitted this has never happened.

  

  Business response

  06/10/2021

  I read the additional comments and I am confused. Stating that they want compensation for any labor or parts for washer once the board was shorted.   Other than the $85.00 trip and diagnosis charge (bad springs were diagnosed) the client was not charged anything else. There was no labor or parts charged.

  

  Business response

  06/17/2021

  $ 45.00 was charged on 4-20-21 for washer noise.  When we went out, neither the client or the tech could replicate the noise.

  $ 85.00 was charged when the noise came back.  At that time the diagnosis was made that the unit needed springs.  Neither of these charges have anything to do with the events that followed.

  
  

  In the process of diagnosing the noise there was an electrical short. The technician stopped and advised customer he would have to order the board before going any further.  The part was ordered and was asked to be sent overnight overnight.  THERE WAS NO CHARGE TO THE CUSTOMER  The technician went out with the part and  found out that the other board was also affected by the short. (note, this could not be detected until the first board was put in)  at that point we ordered the second board, again it was overnighted. THERE WAS NO CHARGE TO THE CUSTOMER.  When that board came in we went out to install the board.  The board was defective.  It was not the clients fault, it was not our fault.  It was just a defective part.  The tech called the office and we immediately ordered a replacement board which was overnighted. THERE WAS NO CHARGE TO THE CUSTOMER  In the meantime, the client told the tech that she is replacing the washer.  Since we could not stop the third board from coming in, it arrived the next day.  It could have been fixed that day.   Although we understand the frustration for all of us, if we could have gone back the next day, the customer would not have to have had to replace the washer.  We understand that she has the right to replace the washer if she chooses but why is that on us?  Mr. was there when the accident happened, he saw that it was unavoidable and was not the technicians fault and told the tech as much.  We did try to please the customer as best we could but...there was no pleasing.  What we did to the washer was an everyday thing.  We remove the tops of many washers during the course of the year, perhaps hundreds,  we still do not understand why in this case, this happened but it did.  

  Customer response

  06/21/2021

   I am rejecting this response because: because this is not what actually happened totally wrong . At this point I can see nothing will be done. I will conclude this matter and file reviews with BBB Ca Consumer and Yelp. His statements are ridiculous they remove lids all the time without problems and this justifies ruining our washer going to come out next day when tech says cannot find part in US .
  
  
  

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