Complaints

• Initial Complaint

  11/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted the company September 1, 2022, they came out to look at the dryer unit that was broken. They said they had to order the part and then come and complete the repair. 2 weeks later the repair was allegedly completed. **** was paid. Less than 60 days later the unit is not working again and now had a broke. Belt as well. There was no report of any wearing belt when they came out initially and the heating unit they just replaced is not working. I asked them to come out and do the repair I paid for and they told me that their labor isn't under warrantee anymore and that the dryer vents were causing the problem.

  Business response

  11/29/2022

  Im sorry for **************** that has time to spend on all social media and BBB to report by his words a bad service on our part, but does not have the time to listen a professional advised that was given from day one of service, by our tech .
  As you cant read on attached report ,  **************** call for service on a drier machine locate on his rental property **************** does not live in this property .
   unit was power on,motor was not running and not drying , Adr tech  open the machine and  found a shorted motor and defective timer ,also found unit air vent clogged causing machine to collect a lot of dust on all parts, and  not heating property  besides of fire Hazzard , Adr tech ask tenant for  last time air vent was cleaned and He state that in six years living there never is being cleaned .
  Adr give a diagnosis and estimated of repair also advised customer need to clean air vents due to is a fire hazard and unit can be overheating and failed again , also advised labor warranty is 30 days , and parts are 90 days .
  **************** approved and provided credit info money was collected 50% to orders parts and 50 % when job was done.
  Parts was ordered and he is right was two weeks waiting on parts to arrive but now on, nothing we can do because we only use factory parts and is taking some time for parts to arrive on any job,
  Job was done and completed on 09/15/2022 unit work and work property for 54 days when *************** call back state now unit has a broken belt,Adr ask the customer if vent was cleaned, and also advised unit over 30 days warranty on labor , , customer state that vent is clean and got upset , .
  Adr appliance service, completed the job in a reasonable time and leave unit working ok, we also advised customer of warranty policy.
  Ask you can read unit work 54 days until 11/08 that *************** call back.
  Any property need regular maintenance, special when is a rental property, if you dont follow a professional advised of the factory service provider and then call back out of warranty period and dont get your way and easy to spend time on social media and writing bad review, is not on us , but we ADR APPLIANCE SERVICE , will continue to provide a professional service since 9 years and more to came .
  Thank you for your review.

  this is a history report 

  8/31/22 10:58: Job created by **, Schdld for 9/1 THU **** MP
  8/31/22 14:12 CD: confirmed with ******************* today
  9/1/22 6:50 XX:  Dsptchd to MP (via SDM)
  9/1/22 12:15 **: called client to inform the tech is on his way, she ok, tech informed.
  9/1/22 13:03 CD: Rcvd $95.00 Bankcard Ref # ******
  /___
  9/1/22 15:23: MP there 9/1 THU, 12:45 to 12:56, Found unit no coming on due to have defective timer,belt and need a motor also need a rush vent cleaning. By tenant in 6 year never be cleaned ; ordrng 1 ********* (Belt) and ************ (Timer) and ************ (Motor), saved tckt [*****/21073a.png] (via SDM)
  /
  9/1/22 18:06 DY: cnfrmrd a *********  order w/, expctng 9/6/22
  9/1/22 18:07 **: chckd in a ********** (Timer); cnfrmrd a ********** (Motor) order w/MAR, expctng 9/6/22
  9/1/22 18:10 DY: collect 313.00  by ********; aut  ****
  9/7/22 16:41 **: chckd in a ********* (Belt)
  9/8/22 8:38 CD: mr called for status I let him know that parts are on their way  as soon as we have them we will call him to sched app
  9/9/22 14:02 **: chckd in a ********** (Motor); all parts now checked in
  9/9/22 14:03 **: schdld for 9/13 TUE ! MP
  9/9/22 14:03 **: schdl 9/13 TUE !  OR (Hlpng MP)
  9/12/22 14:20 CD: 9/13 TUE AM appmnt cncld (reason not given)
  9/12/22 14:20 CD: 9/13 TUE ! appmnt cncld (reason not given)
  9/12/22 14:20 CD: schdld for 9/14 WED ! MP
  9/12/22 14:20 CD: schdl 9/14 WED !  OR (Hlpng MP)
  9/13/22 8:35 CD: 9/14 WED appmnt swtchd from MP to RB
  9/13/22 14:56 CD: 9/14 WED appmnt swtchd from RB to MP
  9/13/22 15:23 CD: chngd appmnt to 9/14 WED PM MP
  9/13/22 15:23 CD: called 1st number to confirm app needs app after 2:30, let customer know that we could put it on sched and if she need to rs then we rs for a different day 
  9/13/22 15:24 CD: chngd appmnt to 9/14 WED **** MP
  9/14/22 6:57 XX:  Dsptchd to MP (via SDM)
  9/14/22 8:08 XX:  Dsptchd to OR (via SDM)
  /___
  9/14/22 14:51: MP there 9/14 WED, 14:10 to 14:50, Replace defective parts test ok ; Job Cmpltd, saved tckt [*****/21073b.png] (via SDM)
  /
  /___
  9/14/22 14:51: OR there 9/14 WED, 14:49 to 14:49, Tech was assigned as a helper; (via SDM)
  /
  9/14/22 15:22 CD: Manually marked as Job Cmpltd
  9/15/22 9:32 CD: Rcvd $303.59 Bankcard Ref # 5Cb8
  9/15/22 9:32 CD: Manually marked as Recorded to SlsJrnl

  Customer response

  11/30/2022

   
  Complaint: 18450842
  
  I am rejecting this response because while you provided notes regarding the details of the service, the dryer unit failed to work properly after 54 days.  When I initially contacted your company regarding the repair, I did not know what was wrong with it.  I was told that the unit would be thoroughly inspected and then contacted with repair recommendations.  The parts you replaced it with must not be quality parts or your technician did just enough work to keep the unit operating for just over 30 days (ie. labor warranty expiration), giving your company the option to come out and re-assess the unit again (and bill for another appointment).  For your information, I had to call a second appliance repair company out to inspect and repair the unit.  The part replaced wasn't working and had shredded the belt within the unit.  In addition, I asked the company how the vents looked.  *********** stated that, while not 100% clean, they were not the issue for why the unit wasn't operating.  As you stated in your response, the tenant has lived in the home for 6 years and there has never been an issue with the drying unit, somehow, within 54 days you claim that the vents are to blame for the repairs?  It's of my opinion that your company doesn't want to take any responsibility for the sub-standard repair job you performed on my unit. For all of those reasons I'm rejecting your response.
  
  Sincerely,
  
  ***********************

  Business response

  11/30/2022

  Thank you for your review 

  Customer response

  11/30/2022

   
  Complaint: 18450842
  
  I am rejecting this response because just thanking me for a review without any resolution to the broken unit or refund is unacceptable.
  
  Sincerely,
  
  ***********************

  Business response

  12/01/2022

  We completed the repair and work  for 54 days ok also advised customer of cleaning the dryer vent as a regular maintenance , per his words never done a maintenance  un six years , we only used factory parts not after market like he state on his review and also we dont have anything create yet to made unit work for over 30 days like he comment on his remarks suggesting that we do something to the parts , we give an honest advised. 
  we respect his opinion and you cant procede with your process and a bad review have two side of we give our and we will continued with our job. 

  Customer response

  12/02/2022

   
  Complaint: 18450842
  
  I am rejecting this response because the work performed is substandard, again 54 days repaired versus 6 years (minimum) without an issue.  You continue to place responsibility on vent cleaning, when another certified appliance repair company stated the vents were not responsible for the repair work done, nor were they responsible for the factory part you installed, as it could have been defective or not installed properly.  Seeing that you state you continue to do good work, when I contacted your company a second time about the repair job that really didn't work, and stated that the part your company replaced wasn't working, why did a phone call not go to the supplier of where you purchased the part stating that it was defective?  I believe you have more than a 30-day warranty on parts.  Again, substandard work.  For these reasons I'm rejecting your response.  
  
  Sincerely,
  
  ***********************

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