I was having some warranty work on my washer and eliteappliance was the company sent to us. Our issue was that when the front load washer was on a certain cycle it would make a loud banging noise that would scare you a floor or 2 away. First visit they ran it and the issue wasnt happening. Second visit they ran it but then I found out they were running just the rinse cycle every time so I had them come and set it up for the middle of a load and they heard it finally but had to come back. 3rd visit they came with 2 people and couldnt find the issue and leave. I go upstairs to check on everything and I see a 10-12 in scratch across which they decided not to tell me about. I had to reach out to their customer service and have them get a replacement door. They sent a different guy this time to replace the door. He was struggling with the size of the box and balancing his laptop on the box. On his way down his laptop slipped off the box and went heavy edge down and dented our floor. He picked it up and kept going. As this was right in front of me I walked over, saw the dent and informed him. This guy denied and said his laptop didnt land there and pointed 2 feet away from there and said it landed there. I informed him I would be taking pictures and reaching out to management, so he took pictures as well. My first call with Ryan about this seemed reasonable. I would take a few days to look up some information and wed see if we could come to a solution. The second call did not go well. I looked up costs of repair on my floors and came to him with $300 which was on the lower end of estimates (also expecting room to negotiate). Ryan came back with having one of his non floor professionals who have damaged something on the last 2 times they have been there come repair the spot or pay the $12 for me to buy it and do it myself (also not a floor professional). His points were as follows, 1) there are already scuffs on the floor (I was not asking him to repair my entire floor which could cost thousands) 2) I should use my home insurance to pay for it (he should use his business insurance) 3) if I had friends over and one of them damaged it would I make them pay? (no, they are my friends, this is a business and they damaged my property, admitted to such in emails, and refuse any reasonable solution). If they dont waste your time then hope they dont cause any damage because they wont be reasonable in their efforts to find a solution. I refused to have them over and GE found another appliance company to send and guess what?!?! Our washer is fixed after a visit, ordered parts, and another visit to repair. No damage done to our property.
- Approximate cost of services:
- $10.00
- Company Response
Noises made by appliances are often intermittent and sometimes difficult to pinpoint. These noises can be challenging to replicate and may not be present themselves during a diagnostic. This may result in an additional visit or two in order to properly diagnose and accurately quote for the repair needed. We sincerely apologize for the scratch on the washer door, our techs explained to us that they were unaware at the time that they caused the scratch. Once we received the pictures from you and after a little investigating, we took full responsibility for the scratched door as would be expected, and replaced the door for you. The tech who replaced the door did in fact struggle with the box as anyone would have since the door comes packaged in a large box to ensure its protected during transport. The Technician’s Tablet slipping off the box was an accident on his part and for this, we apologize. The Technician called his manager from within your home to report it. Our team contacted you and requested you provide an estimate to correct the damage caused. You explained that the estimated costs to correct said damage was $400. We would be happy to review the repair costs but request that an estimate be supplied to us by an accredited flooring expert confirming this amount, please forward it to us so we might review. We offered to come spot treat for which we understand you have declined. Please understand that on a floor full of wear and tear, its can be difficult to put an accurate value to repair such a blemish. I'm sorry we couldn't have come to an agreement and our offer of spot treating the affected area still stands should you be interested to accept it.
