ComplaintsforA Action Appliance Repair LLC

• Initial Complaint

  12/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased ******** ******* gas oven range model *** *** ** on February 6, 2023. Spark regulator failed, igniters failed two top burner units failed - holes formed in aluminum piping. Retailer refuses to provide technical service. I have found no technicians certified to work on the unit. If I the customer do install of replacement parts, the warranty would be voided, so effectively the warranty would become worthless if I try to do the repairs myself.

  

  Business response

  12/18/2023

  We appreciate the opportunity to address your concerns regarding your recent experience with our company. We take all customer feedback seriously, and we would like to provide you with a comprehensive understanding of our perspective and limitations as a seller of various appliance brands.
  
  It is important to emphasize that we operate as a retailer offering a wide range of appliance brands, each with its own distinct set of service and warranty policies. In this specific case, we understand that you have encountered difficulties due to the manufacturer of your appliance not having an authorized service provider in your area, and we regret that we do not receive reimbursement for servicing their products while under warranty.
  
  We genuinely sympathize with your situation and acknowledge that dealing with an appliance malfunction within the first year can be both inconvenient and frustrating. Due to this unfortunate experience and now knowing this particular brand does not have representation in this area while under warranty, we have made efforts to address this by informing our customers of potential challenges associated with this company, and we appreciate your patience and understanding in this matter. Nevertheless, it is crucial to note that the core issue lies between you, as the customer, and the manufacturer.
  
  Our commitment to customer satisfaction is unwavering, and we value your business immensely. Please know that our customer service team is always available to assist you to the best of our abilities within the constraints of the manufacturer's policies. 
  

  Customer response

  12/18/2023

  
  Complaint: ********
  
  I am rejecting this response because: breach of implied warranty.
  
  Sincerely,
  
  **** ******

  

  Business response

  12/20/2023

  In an effort to assist the customer in their current situation, we reached out to a vendor who might be able to dispatch an authorized servicer from the manufacturer. We were recently informed by both the customer and the vendor that the customer has been approved for an exchange of the product. While I may not have all the facts completely, it appears that the customer is requesting a refund for the product from us, as they may be receiving a new unit.
  
  The situation is straightforward since the product warranty is valid for one year from the purchase date, and the customer is required to use an authorized servicer for any unit repairs. We are not authorized ourselves, and technically speaking, our involvement would void the warranty as a non-authorized servicer. We are pleased to learn that there is a resolution on the horizon for the customer, and we understand the frustration that comes with being a consumer in such a situation.
  
  It is disheartening for us to receive negative online reviews and be mentioned here on the BBB, as we work diligently each day to improve our customers' experiences and strive to go above and beyond whenever possible.

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The technician didn't diagnose anything. He didn't even remove the dishwasher or disassemble it to check anything. He stated it was the main control board. I explained that I had replaced it with a known working board. I'm in the electronics business and know how to diagnose board issues. The dishwasher would start to cycle, add water, then the lights on the panel would randomly flash, get dim and die out.He said it was the board, cost was $450. Again, I explained that I had replaced it and the machine was doing the exact same thing. The charge should be refunded.

  

  Business response

  11/21/2023

  We wanted to express our sincere apologies for the inconvenience you've experienced with your dishwasher, and we appreciate your time and trust in contacting us for service.
  We understand that during our recent service visit, you decided not to proceed with the repair of your dishwasher. While we respect your decision, we would like to clarify the implications of not moving forward with the repair in relation to our diagnosis.
  Our technician strives for accuracy in diagnosing appliance issues, and we are confident in their expertise. However, without proceeding with the repair, it becomes challenging for us to fully validate the diagnosis. We want to emphasize that our commitment to our customers includes a 100% guarantee of our work. This means that if we misdiagnose the unit, you are entitled to a refund of the repair rate. Furthermore, any labor, parts, or additional visits related to the initial diagnosis will be provided at no cost to you.
  We genuinely want to ensure that you receive the best service and that your dishwasher operates at its optimal level. If you have any concerns about our diagnosis or would like to reconsider moving forward with the repair, please do not hesitate to reach out to us. Our team is here to assist you in any way we can, and we are more than willing to work with you to resolve the issue to your satisfaction.
  Thank you for choosing us as your appliance service provider. We look forward to the opportunity to assist you further and deliver the quality service that you deserve. - Doug S****** General Manager

• Initial Complaint

  07/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Scheduled to have someone come out and look at our washer machine because it Was advertised on website that free service call with repair. Once the repair person came out he said it’s as going to cost almost as much as a new machine and that it wouldn’t be worth repairing. He was very vague in his explanation of what was wrong. He mentioned getting the belt replaced but when I asked why the belt needs to be replaced and what could have caused it to be damaged he said it could possibly have gotten damaged from the transmission leaking oil. I had to keep prompting questions to get any explanation. He was not thorough at all and upon leaving he charged me 163.73 for just coming out (no repair). I got no explanations for the charge and nothing was fixed. I had and have full intention on getting the repair done and now I’m being told that instead of deducting the diagnostic fee of 163.73 from the cost of putting a new belt with labor (179.95$), I was told that it would be in addition to the 163.73$. The only reason I had them come out was because they advertise on their website “free service charge with repair.” Not only did the technician charge me 163.73$ for just coming out, he recommended getting a new machine. Also, a new belt costs 9.99$ for my washer machine model and they are quoting me 179.95$ for parts and labor which is extortion. I have called the company to try and rectify the issue and they are not willing to assist.

  

  Business response

  07/20/2023

  Thank you for bringing your concerns to our attention. We greatly appreciate the opportunity to address this matter and have a productive conversation with our valued customer. Upon receiving word of the dissatisfaction, we promptly reached out to the customer to discuss the issue at hand.
  After thoroughly examining the service ticket, it became evident that we had not clearly outlined the estimate on the invoice. We acknowledge that this was a failure on our part to adhere to our protocols for documenting estimates accurately. Recognizing our mistake, we took full responsibility and decided to refund the service charge to the customer.
  During our conversation, we took the time to explain the charges to the customer, ensuring they understood the breakdown of costs. We understand that a poorly written invoice can lead customers to assume the worst about our services, and we deeply regret any confusion or inconvenience caused.
  We are sincerely grateful for the opportunity to engage in an open dialogue with the customer, as it allowed us to rectify the situation and make amends. We take great pride in providing exceptional customer service, and this incident serves as a valuable reminder to consistently maintain clear communication and accurate documentation.
  Once again, we would like to express our gratitude for the chance to resolve this matter to the customer's satisfaction. We remain committed to delivering outstanding service and ensuring that our customers have the best possible experience with our company.

  Customer response

  07/20/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ************

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