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Fort Lauderdale, Florida, United States
Mar 29, 2016
Last activity on
Mar 29, 2016
comment to review:
Waste your time and blame you if their attempts to fix don't work - don't know what they are doing!
AAA Century Appliance
Mar 29, 2016
Thank you Mrs. Soto, for your review and the opportunity to reflect on our procedures in order to improve our services. We have taken much consideration of your review and although we make every effort to ensure our clients have a positive experience, unfortunately sometimes we are faced with unusual circumstances during service which may prevent this. Before moving forward, I would like to identify myself as Washington, the Technical Manager at AAA Century Appliance. I am also the gentleman who spoke to you on the phone and who made the final decision to refund you for the service our technician provided.
On June 05th. 2015 (the date of service this review is referencing to) you contacted our offices because you were concerned that the dryer at your tenant's residence was not heating . While setting your appointment you stated you wanted that the technician bring the "heating element" with him because you were confident that it was the source of the issue, and you did not want to waste time. Although we always recommend that a professional technician diagnose the problem 1st, we also understand a client's desire to complete a repair on a 1st visit, whenever possible, so we mad
chnician had the element on hand.
On arrival, our technician was greeted by a gentleman who identified himself as the owner of the property, Mr. Soto. He accompanied the technician to the appliance and was present during the entire diagnosis and service. The technician tested the unit and found the heating element was working correctly, as well as all other components he tested, such as thermostats, etc. He did discover, however, constricted "air flow" which would prevent the the clothing from drying completely during cycles. The technician observed a large amount of lint and debris inside the dryer, around the unit, as well as in the vent hose leading from the dryer into the wall. The technician also showed Mr. Soto where the vent hose was crushed and did not seal correctly to the appliance (which explained the excess of lint on the inside and outside of the unit) The technician explained the importance of the air flow and gave the recommendation to have the vent hose replaced and to have the dryer duct vents professionally cleaned. The dryer air vent begins at the wall where the vent hose is connected and leads through the wall to the exterior of the residence (in some cases to the roof) Our company does not provided duct vent cleaning services as we service and repair the appliance only.
After the diagnosis and recommendation, Mr. Soto advised the technician that there was a "burn smell" that came from within the unit while in use that the tenant was concerned about. The technician informed him that this was also due to the excess lint inside the unit. He explained that he would be able to take the dryer apart and clean it thoroughly but that a professional duct vent cleaning company would still be needed for the restricted air flow problem within the walls.
Mr. Sotostated that he would arrange to replace the crushed vent hose himself and hire a professional company to clean the duct vent in the wall, but that he would like an estimate from our technician to clean out the machine to remove the lint, burn smell, and potential fire hazard (combustible material around an active motor). He then approved the estimate and requested the work to be done. The technician took the dryer apart and cleaned both the interior and exterior of the dryer and then reassembled the dryer. Afterwards, he tested the unit to make sure all the components were still working correctly. Finally, Mr. Soto expressed he was happy with the service, he signed the invoice stating everything was completed to his satisfaction, and he paid the technician.
Shortly thereafter, you contacted our offices concerned that your tenant was experiencing the exact same drying issues (although the burn smell was gone). You spoke to Ms. Jenkins, the Administrative Supervisor, to whom you stated that you were extremely disappointed with the technician and our services. You stated to her that our technician was extremely rude when speaking to your "tenant" and that he did not repair the appliance correctly. Concerned, Ms. Jenkins contacted me and we both reviewed the technician's report from the previous day. It clearly stated he communicated only with your husband, who was present and aware of the diagnosis and recommendation. After speaking to the technician, I also felt confident there was perhaps a simple miscommunication that occurred and immediately called you to review our service. During our conversation, you conceded that Mr. Soto was indeed present at the time of service and was the only person who communicated directly with the technician. You also stated that Mr. Sotowas "not an authority" to make any decisions regarding the dryer and that you (the person who hired our company) expected the dryer to be fixed, not cleaned. This unusual development placed us in a rare and difficult position because your husband, identified himself as the owner of the property to the technician, he accompanied the technician to the location of the dryer and was present throughout the service. Mr. Soto noted the recommendation and diagnosis of having the duct vents cleaned and the vent hose replaced. He also requested an estimate and approved the technician to perform the cleaning. Mr. Soto also signed the invoice and paid the technician. Based on all of these factors, it was difficult for me to find fault with the technician's performance or the service he provided? As we continued to communicate, your tone and vocabulary became increasingly escalated and offensive. When you repeatedly requested that I "just send another technician" to fix the problem, I realized that we would not be able to reasonably offer a solution that would appease you. Please note Mr. Soto, we do not usually approve a full refund for services that are requested by a client and completed correctly, however, this was an exception and perhaps the best option to resolve the matter as professionally as possible. Our company staff members, both in the administrative offices as well as our technicians who work tirelessly in the field, make every effort to provide professional, honest, and polite service to our clients. Once in a great while we may fall short of the expectations of certain clients, but we will continue to learn from our experiences and hope to improve in all areas when faced with adverse situations, when they arise. Thank you again for this opportunity to respond to your complaint.
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