Business ProfileforFixEm Appliance Repair

Missed the real issue with the dryer. Your technician visited my daughters home that evaluated what needed to be replaced. She reached out to your company in good faith to have the dryer properly diagnosed of the noice issue. Per the invoice and evaluation, it appears that your technician that the motor had failed. This is a very expensive repair and well over the cost of a new dryer based on parts and labor. Fortunately this was not the case. I drove 100 miles to check out the dryer for myself and discovered that one (1) roller had failed. A few screws and the top and front come off the dryer that will truly tell the real story. The next day I had a set of rollers delivered by ****** for $35 and replaced them under an hour. However what I am very concerned about is your technician totally missing the real issue without even checking the dryer. Just by listening to a noise does NOT tell the true story. These Kenmore dryers are really simple and motors rarely fail and an expensive repair that appears to be your selling feature than the actual truth. Thank goodness she told me of the bad news her dryer. Rollers are a common failure among many dryers in the industry. I am not sure how you keep your BBB rating so high but I am very dissatisfied and disappointed in this action by your company that totally missed the ***** A good faith refund to my daughters account would be a good business practice on issues like this. Please advise on your action.

Dear ****, Thank you for bringing this matter to our attention. We deeply regret the frustration youve experienced and the inconvenience caused by our technicians inaccurate diagnosis. We take full responsibility for the oversight and, as a result, we will be issuing a full refund to your daughter. We would like to emphasize that this refund is a reflection of our commitment to providing fair and honest service, and not a reaction to the negative review. Had you reached out to us directly before posting the review, we would have taken the same action because in this situation it is the right thing to do. Please understand that we have no incentive to suggest replacing a machine, as we neither sell nor install appliances. Our primary goal is to provide accurate and reliable diagnostics to our customers. We will be investigating this case thoroughly to ensure such errors do not occur in the future. Thank you for taking time out of your day to speak to me about this and Im glad we were able to come to an understanding. We are committed to improving our services and hope to have the opportunity to restore your trust. Best regards, ********************* Fixem Appliance Repair

Dear ****, Thank you for bringing this matter to our attention. We deeply regret the frustration youve experienced and the inconvenience caused by our technicians inaccurate diagnosis. We take full responsibility for the oversight and, as a result, we will be issuing a full refund to your daughter. We would like to emphasize that this refund is a reflection of our commitment to providing fair and honest service, and not a reaction to the negative review. Had you reached out to us directly before posting the review, we would have taken the same action because in this situation it is the right thing to do. Please understand that we have no incentive to suggest replacing a machine, as we neither sell nor install appliances. Our primary goal is to provide accurate and reliable diagnostics to our customers. We will be investigating this case thoroughly to ensure such errors do not occur in the future. Thank you for taking time out of your day to speak to me about this and Im glad we were able to come to an understanding. We are committed to improving our services and hope to have the opportunity to restore your trust. Best regards, ********************* Fixem Appliance Repair