Complaints

• Initial Complaint

  03/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have repeatedly contacted *** at appliance repair center by text, phone and email. He has not responded to any of my requests to resolve my issue. *** came out to repair a part on my oven 9/22/2021. He replaced the heating element with a one year warranty. The oven stopped heating again in Feb, he came out and said the circuit board was out and was an irreplaceable part and I should replace the entire oven. I contacted Reliable Appliance for a second opinion because the oven is not that old so parts should still be available. Reliable appliance told me they could order the part, the part arrived and when they came to install they found the oven had been completely damaged because the original heating element replaced by Appliance Repair Center had been done incorrectly. The element was arcing and had burnt up parts under the oven as well as inside the oven, we were lucky it did not cause a fire. Instead of taking the oven apart and replacing the part correctly the back of oven was cut and bent to do a quick repair instead of a proper repair the first time. The oven is now completely destroyed. I sent photos of all the evidence backing up what Reliable Appliance Repair found, it is completely clear what happened as a result of the faulty install done in Sept. There is even a burn in the bottom of the oven showing the shape of the improperly installed heating element. I have sent all of this to Appliance Repair with no response. I had to buy a new oven to replace the one he destroyed. This is probably an insurance claim that needs to be processed with his insurance. He warrantied his repair, and his company's mistake destroyed my oven.

  Business response

  03/29/2022

  The range is used as a commercial appliances when it should be in a family home there employees abuse the appliance by cooking high volume of meals a day for there senior care home, we can't warranty a home appliance in a commercial setting.

  Customer response

  03/30/2022

   
  Complaint: 16950816
  
  I am rejecting this response because: 

  The Appliance is used in a residential home setting. The appliance is used three times a day to **** for 5 to 8 people who live in the home. We have submitted evidence that proves that the work that was done by Appliance repair center was faulty. Appliance Repair center wrote on the invoice that there was a warranty for one year as can be seen in the attached invoice. Appliance Repair has provided multiple service calls to *******************************. before this one. He is fully aware that we are a small care home, he has repaired this oven, looked at a refrigerator and the washer and dryer. He had full knowledge that we **** for 5-8 people when he wrote the one year warranty on the service invoice. This is not a large commercial setting, the oven is used the same amount as in a normal family setting. The bottom line is, the repair was done incorrectly which destroyed the oven, it was not the amount of time the oven as being used. He gave incorrect information to us, telling us the parts were not being made anymore and that we should just buy a new oven. This response leads me to believe he knew it was destroyed as a result of his repair therefore he did not want to replace the part and hoped we would just replace the oven and not understand what had actually occurred to destroy the oven. Whether he understood why the damage occurred or not, the evidence shows the repair was done incorrectly and our oven was ruined by this. This has been fully confirmed by other professionals also. He is responsible to replace the oven he ruined. 
  
  Sincerely,
  
  *******************

  Business response

  03/30/2022

  The range is over 5 years the slide in element was correctly installed the reason for the element going bad is high heat temps do to control board oven sensor problem the range was not safe I suggested replace range I know you want to get a range out of me the photos were wrong I did not cut any metal like you show I am willing to refund you the original repair invoice of ******.

  Customer response

  04/04/2022

  I filled a complaint and went to respond to the complaint and was not able to respond. I thought the 3 day reply was 3 business day not 3 calendar days. Please reopen my complaint.

   

  Thank you,

  ***** Heer  

  Business response

  04/05/2022

  We refunded ******************* the original invoice September 22 2021 the amount ****** on March 31 2022 were sorry the range work for only 5 months after the range is not safe and has problems with high temperature, were sorry for the inconvenience to the customer.

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