Complaints

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• Initial Complaint

  Date:09/12/2023

  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.

  I hired Dryer on Fire to clean my dryer and dryer vent going to the outside. He cleaned it, left a huge dusty mess all over the house from using a shop vac. That was the least of the problem. He leaves and then my dryer won't work. It stopped heating. The dryer is pretty new and I have always maintained it and never had a single issue. He came back to see and it was clear he wasn't sure what was wrong. Started suggesting to change out different parts. Clearly stated he doesn't have much experience with gas dryers and he'll need to call people and come back. He then texts and says he wants to try changing out more parts. I said I'd be more comfortable having a second opinion since he said he isn't as experienced with gas dryers. He agrees but only if I use his recommendation (who I looked up and has awful reviews from the recent months). I let him know I'm not comfortable with that and I'd like to pick a reasonable place. He doesn't agree to cover costs. Also by the way still have never received refund for distaster of cleaning. Paid with my OWN money to have second opinion which cost roughly another $100. They consulted with GE & other techs and all have diagnosed as not repairable. The tech told me there is no way this did not happen during the cleaning and there was no way I could have caused this. I let Dryer on Fire know and he now wants me to give their contact info to call. I provide service call notes proving this is the diagnosis and I need a new dryer. He refuses to do the right thing and cover it. I asked him "don't you have insurance for these kinds of things". He blocked me and now I'm stuck replacing my dryer that is basically NEW and costs about $700 new/installed etc. This is not right, please help me! This guy should not be doing business.

  

  Business Response

  Date: 09/13/2023

  I have been in the appliance repair industry since 2009. I gravitated toward Fire Prevention for Dryers as a career path. My signature is cleaning out the dryer cavities and dryer vents for airflow. I have attached pictures of things that caused airflow restriction within the dryer. After cleaning the dryer, I showed the customer.(*****), and said it was definitely needed. I tested the dryer after it was reassembled and it heated and ran fine. I even recommended getting new glide strips for the front bearing of the dryer. After a customer used the **********************, she stated the dryer was not stopping and continuously ran for hours. So I was obliged to come back and check the dryer for issues. When I arrived, I asked if it was heating or not. She said she didnt know. Immediately I saw the dryer was not heating. I tested all the thermal cut offs and thermostat. Everything tested good. By deductive reasoning, I decided to change out the gas coils and igniter. After installing parts, it did not fix the issue, so I decided to get all of the thermal cut offs and thermostat. I reached out to ** from Appliance King for counsel, and he suggested that sometimes thermal cut offs will test good but still be bad. the last step would be replacing the timer. That was unrelated to what I did. Customer would not let me return to install those parts. She insisted to hire a company to get a second opinion and I pay for their service call. My warranty process does not pay out for other companies, so I asked if I could hire ** from Appliance King. She declined having Appliance King come out. After she insisted having another company, she went ahead and hired them to look at her dryer. She sent me a report of their prognosis. It stated that the dryer was non-repairable after several attempts to fix. They ended up replacing something I had already replaced. I dont feel the dryers non-repairable. I wanted her to send me the name of the company and the contact of the tech so I could talk to them about the details about why they felt the dryer was non-repairable. The report only states that GE phone agent suggested there was no other diagnosis steps. I have used manufacture support in the past and they are not field techs. They will only go through a script to do a process of elimination. I have a lot of experience and know that they didnt cover all the bases. ***** refuses to give me the name of the company that she used and insisted that I replace her dryer with a brand new dryer. I felt like shes trying to take advantage of the situation. From the moment she decided to push me away to prevent me from doing my job I felt like I didnt have a choice in the matter. All that to say,  the issue is probably a deeper issue that *** have been triggered because the airflow was better. My experience with appliance failures is that failures can happen at any time. If I did something to trigger the failure, I was willing to own it. The customer would not let me provide a proper warranty process, and decided to take the matters into her own hands. After she insisted that I buy her a new dryer, I felt she was being unreasonable. I still wanted to help her fix it and worst case scenario buy her a comparable dryer in comparable condition. She stated the dryer was almost new, but is probably more like five years old. Also, I was willing to provide her a loaner dryer while I worked on the other one, but she declined that as well. I definitely went out of my way to try to help her, but she was unwilling to work with me. 
  I refunded the original cleaning fee of $159 to the customer (*****). I tried to upload pictures but was unable to attach due to the file size or type.