ComplaintsforALC Appliance Repair

• Initial Complaint

  12/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  The business did some work on my Freezer and Ice maker and did incomplete work. They failed to put all the components of the appliance back into place after repair and damage the ice maker during diagnosis and failed to come back out to fix the issues.

  Business response

  01/11/2022

  Business Response /* (1000, 5, 2021/12/13) */ This customer had 2 repairs (successfully completed) at his residence. The 1st was an under counter Icemaker on 6/28/21. The 2nd was upright freezer on 11/23/21. On 11/8/21 customer requested a repair for the freezer and stated that the ice maker was not working again. Technician showed up and repaired the freezer successfully and evaluated the ice maker. Technician determined the icemaker to be a new separate issue not related to previous repair. This upset the customer that it would not be covered under a warranty and customer refused to repair the issue. Customer then called in to office stating the Technician didn't do his job, didn't know what he was doing and became very vulgar with dispatch. Proceeded to inappropriately call the employees out of there name and demanded upper management call him. On 12/9/21 owner called to speak with customer and kindly listen, and then try to explain what was wrong with icemaker. Customer again became vulgar in referring owner how to do his job. Customer again called employees out of name. The customer was then informed we reserve the right to refuse service to anyone who can put our employees in a dangerous,threatening, and or unsafe environment. This is a zero tolerance policy and no future services will be offered to this customer. The statement by the customer above is incorrect. All repairs have been completed 100% and signed and agreed to by the customer. ALC will no longer conduct business with this customer and no refunds will be given as again all repairs were completed. Consumer Response /* (3000, 7, 2021/12/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept their response. First of all he didn't respond to the failure to complete the work on the freezer, a gasket was no reinstalled after the fan motor was replaced. Secondly the ice maker has the exact same symptoms as the first time, his technician never troubleshoot the problem, just told me that it was "unlikely" that the same part would fail within 6 months and so it must be the control board. When I mentioned to the owner that I understood electronics he said "Why don't you fix it yourself"." which I think is very unprofessional. I am a disabled military vet and a senior citizen, I can notdo these type of repairs. In addition the owner told me I was hostile to his employee, which I wasn't, I may have been upset when I called them back and said I thought the technician was lazy. In his rant at me the owner told me I was lucky he wasn't on the call as he wouldn't let me speak to him like that. I felt threatened by his rant and ended the call. Again I was very cordial to the tech at my home, I only got slightly upset at the manager when I called back.

• Initial Complaint

  12/06/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  An ALC repairman made a service call and ordered an element for our stove. Please find below a copy of your statement dated 10/26/20. Upon receipt of invoice, my husband immediately made payment in full. The statement includes the purchase of a stove top heating element in the amount of $125.00 plus tax of 7.5% ($9.37). The total for the element including tax would be $134.37. Eventually, after a service call to install the element, we learned the wrong element was sent. We waited again for weeks, and then months, and were eventually informed that the element was not available and a refund for the part would be issued. My husband has followed up regularly and has always been assured the refund was forthcoming. It has been nearly a year and I feel we have been extremely patient and diligent in attempting to procure this refund.

  Business response

  01/28/2022

  Business Response /* (1000, 11, 2022/01/11) */ We apologize for the delay. Due to staffing issues and company restructure the ticket was delayed. Mrs.**** will receive her requested refund for the element. Consumer Response /* (2000, 13, 2022/01/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) We received the requested refund today. Thank you for your intervention on our behalf. As we have been communicating with ALC for a year regarding the refund, I doubt strongly we would have received it without the help of the BBB. I very much appreciate your assistance in this matter.

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