ComplaintsforOn Broadway Appliance, LLC

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 25, 2023 Tim S*****, Owner/Technician of On Broadway Appliance Repair Service charged my credit card $736.96 to replace the control keypad on my Kitchen Aid stove/oven. He left me voicemails and later texts telling me he had successfully made the repairs and that everything was working. Mr S***** never sent me an invoice for the work he said he completed, although I repeatedly asked for one. I rent my home out to vacationers for the Summer. The guest that arrived following Tim's work (no one was there to witness what he did) contacted me to let me know that they could not get the oven to even turn on. I then contacted Tim to try and see what the problem might be. I had the guests switch the breakers on/off to see if that would reset anything to no avail. When I spoke to Tim he said he could order a bunch of different parts (more control boards etc) and bring them with him. That's when I started to become concerned and questioned him. He had already diagnosed the problem and said he had fixed it. I then located a repair company in the area. They came out on 8/11 and this is what the new technician wrote: "The front control panel did not look replaced. it looks like someone with little to no experience attempted to remove the facia of the panel but was unsuccessful because they did not know how to take the unit apart. The top right corner of the white panel looks like it was bent or pried on to be removed.In order to remove this front panel the glass cooktop has to be removed. It also looks as if the glue seal from the digital panel to the stainless steel housing was fully intact, like it was never pulled apart. In my professional opinion, I believe that the stove never had its board/touch panel replaced." Not only did I waste a month of guest's time without a functional stove (along with all the coordination it took to inform guests and make it up to them); I am now wondering if it was Mr S***** who actually cracked the glass stovetop in his failed attempts to pry open the panel. I will be pursuing further action against Mr S***** and want to make sure no one falls prey to his bad business practices.

  Business response

  08/12/2023

  Responding To ***** ****** BBB complaint:
  I did indeed replace the user interface keypad on July 25, 2023.
  Before it was replaced most of the keys did not respond, indicating the keypad was defective.
  After replacement, I checked all the keys and they were working.  I then selected BAKE and START and the unit started.  I made sure it was heating. I then cancelled the cycle and tried BROIL. It also started to heat. As I was cleaning up, I put it in BAKE mode, and again pushed START, and it began to heat.
  I would have to return to the residence in order to see why the unit has since stopped working. It could be a bad part, or something else could be wrong. I was told you could select bake and adjust the temps, but it just would not start to heat, so it looks like the keys are working. I talked with Mrs. ****** on Tuesday, August 8th about going back to see what happened and said I would order some other parts to have on hand in case there was a different problem. That way we would not have to wait for parts to come in. She wanted me to call her tenant and see if there was anything I could do over the phone that might be a work around, or at least to explain to the tenant that we were working on getting it fixed asap. I texted her that I would be happy to do this, but I never got a response back from Mrs. ******. I then went ahead and ordered parts to be delivered the next day, and they did arrive on Wednesday afternoon, August 9th, I immediately put her on my schedule for Thursday.  I again texted Mrs. ****** on Wednesday about calling her tenant or scheduling a service call, and again, never heard back.
  As far as the email invoice goes, I emailed it to what I have listed as ********@gmail.com. I emailed it again when she informed me that she did not receive it. Perhaps it went into her spam folder?  I can snail mail it to her, but would need her address.
  As for the other company that she had go out to look at the range, I don’t know who it was, but I would like to correct what that person had to say. First, they said the glass top must be removed before the front panel can be removed. That is not true. The front panel must come off first. Also, I did not have to pry on anything, but rather if you remove the correct screws the whole stainless steel panel lifts and comes right off with no prying necessary at all. Next, the company stated it looks like the glue seal was never broken. That is correct, because you cannot replace just the keypad by itself. It comes as a complete unit within the stainless panel. So, it is obvious this person does not know this range at all.
  Also, it was said I had little or no experience. I have taken many of these ranges apart and performed repairs. I have been in this business for over 30 years. I am also a certified Whirlpool service technician with factory training.
  As far as the cooktop glass being cracked, I assure you I did nothing that would have caused it to crack. There was no prying, no failed attempt at removing something, or anything that I did that could have caused a crack.
  I am still willing to run a service call to see what’s going on. I warranty my work and unfortunately sometimes new parts fail. If it’s a bad panel it would be replaced at no charge, and I would return it to my supplier for a failed part credit. I believe this would have been fixed on Thursday if Mrs. ****** had gotten back in touch with me on Wednesday or even Thursday morning.
  If the reason the oven is not working is something else, not related to the work I have done, I would ask her to pay for the parts only.
   I will reduce the retail price of the part, if needed, and there will be no charge for the labor. On Broadway Appliance is a company that is run on integrity, and I would like to honor my word.
  Thank you,
  Tim S*****

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 11-21 my husband and I purchased a Whirlpool freezer In the summer of 22 the condenser froze up twice I called Whirlpool and they referred me to On Broadway Appliance. In October of 22 On Broadway came out to our house and told us that we would need a new condenser He would order it from Whirlpool and call us to schedule a new appointment to install it. He warned that it may take awhile to come in because of all of the COVID backlogs etc. At the end of March 23 I called him, initially getting no answer or call back. He recognized our service call info right away He said that Whirlpool had failed to send him the necessary part. He would call them and follow up on it and get back to us BUT he never did and now his phone is out of service. I called Whirlpool this morning and they told me that he had called on 4-11-23 to follow up on the part and that was the first that they had ever heard from him!!This work was all supposed to be done under our 1 year warranty Whirlpool is refusing to do anything because the 1 year has passed

  Business response

  05/16/2023

  Unfortunately during that time period there where a lot of parts that where not available. Many parts went on Back order and never received. I have placed repeat orders and checked on orders and most of the time was told no ETA and I will get it when they get the parts. Some came in some did not. I e-mailed and made phone calls trying to get updated info but was not given any. I can not tell you if every time I contacted them it was recorded, I would say probably not.  I do not know what there time period is on closing out currant jobs that have not been completed, but that is what happened to your job. Even though it was because of a lack of getting parts, the job got cancelled. When I contacted them again explaining the circumstances, I was told nothing could be done but did suggest for you the customer to call in to customer service to see if they would make it right. I can tell you I made a lot of calls trying to get parts during that time and still today it is not back where it should be, but it is a lot better.  I can not make repairs with out the parts needed, if no parts are available I can not make repairs. It is not my fault I could not get the part for your unit and there is only so much I can do. If that part was available the job would have been done. So no matter what Whirlpool says or me for that matter, not being able to get that part in a reasonable time falls on them and they should owner the warranty on it. So I would contact Whirlpool again and again until you get results, Maybe report them to the BBB.

  Thank you

   

  Tim Sprowl
  

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