Complaints

• Initial Complaint

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I requested Mr. ********************** come repair my clothes dryer that was making noise on 2/2/23. The owner/repairman, along with an apprentice, came on 2/6/23 and diagnosed the problem as a stuck bearing on the drum roller. He needed to order the parts so he did and we scheduled him to make the repair on 2/22/23. I paid $150 as a deposit. They returned on 2/22/23 and replaced the defective parts with a kit and I paid him the balance owed, $196.26. On 2/24/23 I sent them a text message and told them the machine was making a new noise and now also smelled like skunk. On 2/27/23 they replied and stated the owner would come back out on 3/6/23. I asked for an earlier appointment and a different tech and the apprentice, were sent on 2/28/23. They repaired the noise and noted the odor, but could not identify the source of the smell. I then called them again and told them the machine was making all our clean clothes and towels smell like skunk and asked them to come back and repair it. So an appointment was made for 3/16/23. The owner and apprentice came back that evening and again confirmed they smelled the odor but could not identify the source. On 3/20/23 I alerted them again that the smell was not going away and that I wanted the replacement parts removed and replaced with new parts or that they could refund my money and I would have a new repair company perform the work. I asked that the owner call me. He did not. I contacted them again on 3/23/23 via text message and reiterated my request. The owner still has not called me. All of their receipts document they also smell the odor.

  Business response

  04/04/2023

  We have always returned to the clients home to attempt to make situation right.  The original recall for the different sound was the main concern initially. The odor was mentioned to our Tech **** when at the home.  He said did note a strong odor in the vent hose going to the outside of the house.  He felt it could have been a skunk or Cat spray from outside of the Dryer. He is familiar with the odor of a Cat spray as he has been personally effected by that.

  I the Owner made another visit to attempt to address the odor issue.  I could note some odor, but did note that the odor was stronger in the vent going to the outside, than from the interior of the Dryer.  I replaced the Clients vent hose at no charge, and advised to use a deodorizer to attempt to get rid of the odor.

  The Client told me that they had contacted another company to look at the unit. I advised them that was their choice, but I would not pay for that.  I agreed to redo the work even though I was confident that the odor was not coming from the parts we installed. 

  The components replaced are from the same Vendor we have used on many clients over the past year with no complaint. I am the Owner, and returned as soon as I was able.  We replaced all of the components in the presence of the Client.  We washed down the interior of the unit with a deodorizer.  The client sniffed the parts removed, and agreed that he did not smell the odor on them.  We installed the new components as requested.  I offered advise on laundering the clothing they had the odor on.  Dryers bring in room air in the heating process, and any odor in the room, or the items in the dryer can cause odors to be transferred to the items placed in it.

  I am not sure what else we could have  done.  I believe this was a coincidental situation. I can't say for certain what caused the odor, but I am confident it was not from our repair.  We have been in business for over 20years, and have always tried to treat our Customers right and stand behind our work

  *************************; 

  Customer response

  04/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and they did come back and clean the unit so we are able to use the dryer again. 
  
  Sincerely,
  
  *************************

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