ComplaintsforASAP Appliance Repair

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I own an ** dishwasher that needed service. When I contacted **, ASAP Appliance was a vendor they recommended. I contacted ASAP Appliance on May 30, and they scheduled a technician for May 31. The technician informed me that the problem was the pump and it needed replacement. The invoice was very high, so I called ASAP to understand my options. They said no discount was available, but I could buy the part myself. I found the part and bought it directly from ** and then called back to schedule the install. The technician was supposed to come on June 6 between 1:00 PM and 5:00 PM. Around 3:54 PM, I received a call from an unknown number but could not respond as I was on a work call. My husband and I were both home, and my office window faces our street. When I called back, I was informed my appointment was canceled because the technician claimed we were not home, which was not true. Finally, the technician came on June 7 and installed the part, but my dishwasher still didn't clean the dishes. I called the following week and had another technician come on June 13. He stated it could be the installation, a defective motor, or something else. He said he contacted his supervisor and the original technician would verify the installation and figure out what it could be. I never got a call, so I reached out on June 14. I was told a new part was ordered without my approval. When I asked if I would be charged, they said yes. I told them I didn't want to spend more money without knowing the true cause. I asked for the part to be removed so I could return it to the manufacturer, but they said they would charge me for that too. Not only they did not resolve the issue, they also couldn't confidently diagnose the problem, and wanted to keep charging me without fixing the appliance.

  Business response

  06/27/2024

  We received the initial call on May 30, 2024, at 9:18am for an ** Dishwasher making a clicking sound and not cleaning dishes. We informed the customer that for us to come out and diagnose the dishwasher, there is a $99.00 service charge, but it will be applied to your labor charge if you decide to move forward with the repair, in which the customer agreed. The customer was then scheduled for an appointment the next day on May 31, 2024, between 10:00am-2:00pm, in which the service tech did go and diagnose the issue and determined that the customer had a failed drain pump. We then sent an estimate to the customer detailing how much the drain pump will cost along with the labor cost to install the part with the service charged that was paid, applied ($99.00). The customer then communicated to us that they wanted to buy the part because they believed they could purchase it for a cheaper price. So we then removed the price of the drain pump from the estimate and was only charging labor, which the customer agreed to. The labor cost to install the dishwasher was $178.00, we then applied the service charge that the customer paid on the initial/diagnostic trip, which was $99.00, so it brought the total labor cost down to $79.00. After the customer agreed to the labor cost, the customer ordered the part on their own and called us when they received it. Once the customer called us stating that they received the part, we set up a part installation appointment for June 6, 2024, between 8:00am-12:00pm. On June 6, 2024, the service tech was dispatched out to the residence, upon arriving to the customer house the service tech called the customer several times to let them know we are at the home but there was no answer. The service tech then called into the **** Appliance office to see if we could reach the customer (which is protocol). The office manager then called the customer several times and there was no answer, so we left a voicemail. About 20 minutes later the customer called back stating that they were busy, but they are home but by this time the service tech was out of the area and had moved on to his next call on his schedule. We then offered to reschedule the customer and of course they were upset but ultimately agreed to reschedule because they missed the appointment. The customer was then rescheduled for June 7, 2024, between 8:00am-12:00pm to install the drain pump that the customer purchased. On June 7, 2024, the service tech was dispatched to the home. The service tech arrived at the home and started the repair. The service tech took pictures and observed that the part the customer purchased was an aftermarket part and not a ** original equipment manufacturer (***) part. *Note* If the customer provides the part, we will install whatever part they ordered. But if we (****) provide the part, we will only use *** parts. The service tech installed the part and tested the dishwasher, and it was working as designed. The customer then called back on June 12, 2024, stating that she was still having issues with the dishwasher. The office then scheduled her for a recall visit for June 13, 2024. The service tech was dispatched to the home on June 13, 2024, and determined that the aftermarket part was not operating efficiently and seemed weak. The service tech recommended that the customer use an official equipment manufacturer (***) part and the customer agreed on getting the *** part but did not want to pay additional labor costs for us to remove and replace the aftermarket part with an *** drain pump. And we explained to the customer that had we (****) purchased the part, and you were still having issues then there would have not been any additional labor costs because it would have been our obligation to remove and replace the defective part. 

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