Complaints

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• Initial Complaint

  Date:02/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 1st we contacted our warranty company and Metru Appliance Repair was supposed to be sent out on the third, the contractor rescheduled us to the 4th and then to the 6th for one reason or another. On the 6th when he came out and he ordered a belt for the dryer. The part was delivered to him on the 9th. He was supposed to come on the 12th and postponed to the 13th and then the 14th. On the 14th he then discovered that we had a broken pulley and that our dryer vent needed cleaning . We cleaned that on the day after he came. The second part came on the 19th . He was supposed to come on the 20th and postponed until the 21st. He told us "Mr. *** your dryer is fixed" and then he left our house. The problem with that is, the dryer was not even plugged in and he had no way of knowing whether it worked or not! I climbed behind it after he left and when we turned it on it made a very loud grinding noise and smelled like our house was on fire. We turned it off and immediately contacted him. He told us something about "cheap parts from ***** " and that he would come take another look at it. He did not come back until Feb. 27th. He in turn told the warranty company on the 28th that other than the loud grinding noise , the dryer was in working order. That is not the case as we tried unsuccessfully to dry a few towels for over two hours despite the terrible noise. The warranty company has since closed our ticket as repaired due to his response.

  Business Response

  Date: 03/11/2024

  It is true that I unfortunately had to reschedule multiple times because I was dealing with personal Illness and my mother fell and suffered a severe injury to her head.  In response to the dryer being untested.  The failed components were a broken belt and a severed motor pulley.  The motor pulley failure is an extremely rare occurrence.  Or it used to be.  Now according to my sources whirlpool is using cheaper replacement parts.  I have technical repair friends that work at ***** and they have seen the severed pulley on more than one occasion.  Also this dryer is over 20 years old.  In that time there have been changes to factory original parts.  Substitutions.  This is common. It has been done as long as appliances have been mass produced.  This is easily verifiable by any company that does appliance repair.  Also Mrs *** made a blatantly false claim.  She said the dryer worked fine before I worked on it but the dryer is now taking a long time to dry.  I warned them from the very first day that they had a fire hazard situation with their vent.  When I first opened it up the dryer had never been serviced in its history and had a layer of lint 6 inches deep.  They said they had the vent cleand but on my last time servicing the unit the vent was so backed up and restricted that it was Blowing air  out of the top of the Unit.  I warned Mr *** a second time.  And stressed just how dangerous this is.  I strew this because when I worked at my prior job for 25 years I actually had a situation where I desperately warned a customer about her vent.  She didnt listen and her home caught fire.  She attempted to *** but because I made multiple documents reflecting she had been warned her suit was thrown out.  I believe I might still have the text messages I sent to her and her husband regarding the severity and dangerousness of her situation.  I also contacted the warranty company multiple times to have it documented so to protect myself from any litigation.   When I left I explained that legally I CANNOT modify ANYTHING in the appliance.  To do so would open me up to potential criminal and/or civil legal proceedings.  This also can be verified.  I used 2 parts and the part numbers came from ***** parts website.  I also verified through my contacts at ***** that they were indeed the correct part numbers.  What I did was a very simple and common repair.  Another easily verifiable thing.  This customer has even stated. All they want is to get a new appliance.  So Im stuck In their crosshairs.  Regrettably its not the first time a dishonest customer has mad an outrageous and false claim and it wont be the last but I hope that this report will not be permitted to be listed   This customer has tracked me down in multiple platforms and has made an egregious attempt to harm my business.  She gave me 2 bad reviews through her warranty company and went on ****** and gave me a bad review there and now has gone here to the bbb in an attempt to cause further damage to my business.  I would like to reiterate.  I CANNOT modify ANYTHING to her 20 year old dryer.  It was making noises before I showed up because a metal pulley getting cut in half makes a noise.  So that in itself proves their dishonesty.   The other falsehood she told was that the dryer was drying fine. Apparently she forgot to tell her husband not to say anything but unfortunately for her Ive been doing this for 30 years and ** used to the dishonest people doing and saying whatever they want when they dont get their way.  One final not this report says ***** made 2 attempts to contact me.  This is the only letter I received in the mail and it was made yesterday.   I am curious if you had a phone representative call me.  I had a strange call from an unidentified female   Asking about a dryer taking a long time to dry and I explained to her about the  ventilation be a likely culprit.  Im certain I can find her in the call log of my cell phone.  Was she a representative of the bbb? Because she didnt identify herself as such and didnt ask anything about this report?  Only about a dryer vent is***?  

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21365124
  
  I am rejecting this response because: After reading the reply from this gentleman it confirms that my decision was correct in cancelling my policy with AHS. It proves how cheap they have gotten over the years. Just to confirm , my drawer was not making any noise prior to him coming to my home. The dryer quit tumbling is the reason AHS was called in the first place. Now, as for the dryer lint , I am not nor have I ever claimed to be an expert on dryers. I had no way of knowing that my dryer had lint in the bottom or that my dryer vent was clogged. When he told us the dryer was a fire hazard we immediately had a company in ************, ** come out and clean the vent. My husband arranged all of that. My husband did have a conversation with the repairman regarding the dryer and he agreed that the dryer needed to replaced just for clarification. *** told us that he said the dryer was "FIXED" other than the noise it was making. *** then told us they do not cover noises and closed the claim. This was so much more than a noise. The so called noise could be heard from outside the house. We were not paying another service call to have someone else come out to the house and do the same thing to us again . I chose to cancel my contract and buy my own dryer and not be held at the mercy of incompetence. I am very shocked to see that this person called us both liars and were being deceptive. I have not said anything that was not true. I am going to choose to close this one out myself. I am more than happy to have you send him this reply, but  I would love to never have any more contact with this person again. Also, I am not sure why he keeps stating that my dryer is 20 years old . The best we can remember the dryer is around 10 years old and if it were 20 years ,, it should have been replaced without question. Thank you for your time and help with this matter. I am a very happy camper with my new dryer and my new dryer vent ( which all came to fruition because of me). Thank you ! 

  
  
  Sincerely,
  
  *************

  Business Response

  Date: 03/29/2024

   as I stated earlierthe Mrs *** doesnt understand how warranty companies work.  They do not replace a machine just because its old.  No warranty company on earth does this and In my 30 year career have worked for about 10 different warranty companies.    One other thing Mrs *** isnt telling you is that I wasnt happy the way this situation ended and I actually went above and beyond.  I just just walk out the door and say oh well.  I do care about all my customers. I contacted several technicians *** worked with over the years to brainstorm and find out what could be wrong.   After that I made a final attempt to contact both Mr and Mrs ****  Explaining that I wasnt happy but if they gave me another opportunity I was willing to come back again.  Neither of them responded to my voicemail or text.  As I didnt want to agitate them anymore I gave up.  I also believe she said she thought it was 10 years old lol. Yeah may 10 years ago.  Lol .  It had ***** scratches all over the top.  And the seals were all stained brown from the excess heat buildup from the blocked vent.  I also explained that while its good that a vent cleaner came out, they didnt get it all because it was even worse than the first time I checked it.  Im going to type a long explanation so that anybody reading this can research it on the internet.   This dryer is a basic whirlpool manufactured dryer.  The type that has the lint screen in the top.   The vent was so restricted that when I removed the screen it blew hot air out of the top.  I typed her a very long text explaining how dangerous it is.  The number 1 cause of fires in homes is caused by the dryer vent being obstructed or at least it was a few years ago. I did all I possibly could do to try and appease her but she just wont have it.  So she is apparently a spiteful and vindictive person and wants to go this route.  As I said earlier I was willing to go back but she has chosen this path.  So all I can do at this point is say a prayer for her and her family.  If she doesnt listen and get that vent cleaned again she gonna need lots a prayers. One final note.  Hopefully she reads this.   Your new dryer isnt going to work either..  No dryer on earth can dry without a clean vent.