ComplaintsforRescue Guy Appliance & HVAC

• Initial Complaint

  09/16/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In early February I opened a service request for my dishwasher with ***** Home Services. It was not drying the dishes. I was assigned to a company called Rescue Guy Appliances and HVAC in Raleigh NC. He came out and said that the heating element was not working and that it and a board would need to be replaced. It took a while to get the parts but were eventually installed. After a few weeks I noticed that the inside of my dishwasher was actually MELTING! I called ***** back and they reopened the service request & again had the Rescue Guy Appliances and HVAC to see what was going on. He came out to my house and and said the dishwasher needed to be replaced. After calling ***** numerous times and being told that the were reviewing the case I received and email saying my case was denied because you do not cover the lining of the dishwasher. ***** keeps blaming Rescue Guy Appliances & HVAC and tells me to open a claim with his insurance but he won't give me his insurance carrier & policy#

  Business response

  09/27/2021

  Business Response /* (1000, 5, 2021/09/16) */ We were hired by the insurance company to fix the customer's dishwasher. Our technician diagnosed a faulty heating element part # ********* which we did order from Whirlpool through our supplier. Few weeks later Mrs.******* called back stating that the dishwasher was still not drying and we sent her another technician who found a bad controller which we did replace the controller back in June 2021. 2 months later, Mrs.******* made a recall through her home warranty company stating that her dishwasher is melted. We sent our technician again and he found a meletd inner tub. We reported the issue to her home warranty company and made a recommendation for replacement, but the home warranty company denied her claim. Our job is to diagnose the failures and fix them after we get the authorization from the home warranty company. in this case, we are not able to fix or replace her dishwasher if the repair not authorized by the home warranty company. Consumer Response /* (3000, 7, 2021/09/16) */ I got a call from the owner of Rescue Guy Appliances & HVAC **** and he refused to give me the name and insurance policy number of his liability insurance. After hollering at me and telling me that I needed to do a 3-way call with ***** Home Services, himself and myself he again told me that he installed the parts and has no responsibility for the inside of the dishwasher melting. I am not sure how I am in the middle of a company that provides home warranty services and one of its providers. I am not sure how he thinks that I can facilitate a 3 way call with ***** Home Services that never allows you to speak to the same person and that when you do actually get a person - they have no authority to intervene in anything let alone schedule a conference call. When you ask to speak to someone in management there is never anyone available. I asked that he call ***** (because their service providers have easier access to customer relations people and then 3 way me into the call) but he told me that he was not going to do my job for me and there was no way he was going to call ***** to resolve this issue.*** kept trying to tell me that it was my fault that the inside of the dishwasher melted. I am not sure how I as a consumer could have melted the inside of the dishwasher. I have absolutely no control of temperature settings, etc. He was the last person to touch anything in my dishwasher. I am very upset that neither ***** Home Services nor Rescue Guy Appliances & HVAC are willing to accept responsibility for what has happened. I am also very disappointed at the fact that I have now asked for Rescue Guy Appliance and HVAC liability insurance name and policy number multiple times and have been told that I will never get that information. I still would like compensation to replace my dishwasher and it's installation.

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