Complaints

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• Initial Complaint

  Date:05/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction :- We use ****** **** ******** and this company has been used as technician to solve our issue. Our claim with ****** **** ******** - Claim: #********* Our claim with Choice Home warraty - To fix the dryer Nature of the dispute - To fix the dryer, technician swapped the position of washer and dryer. After swapping the washer and dryer, he didn't fix them properly. So on a next day when we kept the cloths for wash, a leak caused our wall and floor from adjacent room damaged by leadking water. Technician claim that he did check if washer is working but he had checked and immediately shut it down. He didnt run complete cycle either. 1) We told him about this incident and he asked us to get a plumber to show him the issue. 2) He said let the plumber check it and if plumber tellls that it's not issue with pipes, then he will take the responsibility 3) I asked him if he can provide me details on his company. He said that he doesn't know which direction I'm heading and said that 'now he doesn't take any responsibilty' and 'do whatever you want to do' 4) Our Complaint :- Water never leaked from washer area since we are staying in this home. Why it started leaking after the Technician swapped the washer and dryer ? Since it damanged our wall and adjacent room, we need it to be fixed from technician reponsible for it.

  Business Response

  Date: 05/16/2022

  I was at the customer's place at 9.22 am today. Spent nearly 1hr 30 mins. Ran three cycles on washer and not a drop of water leaked. Removed the rear plate on the washer and found  the baseplate dry. Looked for water leak elsewhere . Noticed  the water valves (both hot and cold)in the wall (for washer) were leaking.

  Pulled out several pieces of clothes from inside the washer and gave them to the lady of the house. All were absolutely dry.

  All above information was shared and the lady witnessed the washer being run for three cycles. 

  Coming now to the Dryer. I pulled out then vent from the wall and asked the lady to feel the flow of hot air. Then took her outside where the vent delivers the hot air. Told her to feel the flow of air. She immediately knew that the flow had decreased. My point is, if the vent is blocked, hot air does not go out as freely as needed to dry clothes in one cycle. Asked her to contact vent cleaning agencies and get them to clean the vent. 

  I do not want to go into what the lady was trying to tell me implicitly about our company as I would still like to maintain the relation.

  My advice to the customer is:

  Get a Plumber to check where the leak occurred and fix it. 

  Get the vent cleaned by a reputed agency and not to let them get away with the service call fee by simply telling her "the vent is clean as per my professional opinion"

  Since the husband called me much later, I suggest he should keep talking to his wife. I find a disconnect here as the guy does not seem to know I visited his home today. This was when an appointment was set with HIM between 9.00-11.00 am today. He was conveniently missing from home at that time

  Customer Answer

  Date: 05/19/2022

  Sequence of events :- 

  i) Technician came to our place - 05/11 and swapped the washer and dryer

  ii) Water leakage happened after we ran our first washer -05/14. Damage happened from this run.  It even came in basement and adjacent room too.

  iii) We cleaned/wiped whatever we can on 05/14 and 05/15 

  iii) Informed to technical about it on 05/15 and he asked us to switch off all water valves.

  iv) Technician came on 05/16 and all description about the checks that he did like running 3 cycles is on 05/16.

  ==================================Details description =====================================

  The technician ran the washer cycle 3 time in his second visit.
  
  First thing, when I reported the water leak issue on Sunday 05/15, he told us to shut off the valves. When I did that I also pushed the drain pipe in. 
  
  So when he came on Monday morning 05/16 he came up with many theories for possible water leak. Following are his comments he gave it to my wife  :- 
  
  1.Probably you had so much soap in the water that caused foam to rise in drain and drain water to flow upward.
  
  2. Then he showed there was no water outside the washer or around it. This is because water around the washer and in the mudroom was wiped on Saturday night 05/14 when we witnessed it after running washer the first time. Technician had swapped the washer and dryer on Wednesday 05/11. The leak is after effect of his faulty work or negligence shown on 05/11.
  
  3. Then the technician ook the attention to the wall under the valves which was swollen and showed us evidence of where the water was coming from.
  
  4. Then he said the valves are leaking or the plumbing inside the wall needs inspected.

   Fact is that water was never leaked in a mud room before the technician has moved the washer and dryer in his first visit on 05/11. 

  The water did flow down in the basement and in the den under the carpet which is adjacent to the mudroom. We need to get a professional to look at it thoroughly to access the damage. The technician should accept the financial responsibility for the blunder he caused.