My wife called Action Appliance to work on our washing machine. We had used them in the past for a repair on our dryer drum. A $600 repair. They said they would be out today. They arrived and diagnosed the issue. Prior to them arriving my wife looked in the owners manual and found out that certain parts were covered under our warranty. She asked the technician if this part was covered under the warranty. He said he would have not way of knowing and that she would have to call LG. He provided her with an invoice and had her pay for the call, part and the labor to install the part up front. My wife thinking that if the part was covered under the warranty that the company would just back off the charges for the part and install the part gave them our credit card and paid the invoice. Immediatly after the service repairman left she called LG. She was told that the part is part of the motor and is covered for 7 years and our washing machine is under 7 years so was covered. The part would be provided at no charge.
My wife immediatly call Action Appliance and was told there was nothing that they could do and we would have to pay 25% of the invoice because the part was already ordered. She told them she was told by the technician to call and that she felt they would remove the part charge. After some time she was hung up on.
I then got involved when my wife called me to tell me what was happening and how she had been treated. I called Action Appliance and was told they would not cancel the order because of the warrantied part and that if I canceled the order I would be charged a 25% fee. I told him that I would not because I would dispute the charges with our credit card company. I was then hung up on. This is the second time this company hung up on us.
I called LG and was told them how we had been treated by Action Appliance and that they were charging us for a warrantied part. LG called Action and came back and said that Action Appliance was no longer an Authorized Servicer of their appliances but that they would supply an Authorization to them to receive this part free of charge as a courtesy to us. I thought the issue had been resolved.
I called Action back to confirm that they had received the call and were in agreement with what LG said. I was told they never received a call from LG. Amanda said that they would not agree to something like this. I told her that someone did because they just talked to LG. She said she would have to talk to her people there. She called me back and said they would not agree to something like this.
I called LG back. They again called Action Appliance but this time were told that they would not agree to take the warranty part and that they had already ordered the part. LG apologized but said they could not force them to take the part.
I then called Action back and said I wanted to cancel everything. They said that was fine but that I would be charged a cancelation fee. I told them that I would not agree to the fee and would fight the charge with my credit card company. I told them I would pay the diagnosis fee only.
We now have checked our Owners Manual on our LG Dryer and it looks like our drum that Action Appliance repaired in 2007 was also under warranty but we were charged for the part.
I cannot for understand why a company would treat a second time consumer this way. They are losing out on future business as well as the labor charges to install the warrantied part. This is a very disreputable company and I highly recommend anyone call a different company for their appliance repairs.
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