Dave's Appliance Repair And Parts — Local services in Horsham Township

No wonder they have a rating the low. I should’ve looked before I made the appointment.,but I didn’t and this is what happened.My dishwasher broke, so I just googled appliance repair near me and call the first that came up, which is shocking too with the rating of two stars I’m not sure how they coming up first so I called Dave’s appliance repair. They came in next day to look what happened besides the point that it’s always clean in my home and nobody ever walk in their shoes on. I also vacuumed and mopped the floor before they came in thinking that they probably gonna be working on the floor and I wanna make sure that the floors are clean , silly of me )))so when they knock on the door and I opened it two people walked in straight in to my kitchen in their shoes without even stopping for one second and asking is that OK ????And when I gain back my speech because I lost it for a second I asked ,are you guys gonna be in your shoes ,you don’t have anything to cover it with ?they both looked at me like I’m crazy , and pulled up a little like a hand towel or something put it on the floor and said if you want we could be standing on it and I was trying to picture it How are they gonna be fixing /looking at a dishwasher while standing on a small ,very small like a hand towel small cloth, so after they told me it’s a pump and I need to order one and the soonest it’s can be fixed is on Thursday of next week and that was Friday so we’re talking about five days,it’s just a pump , and I explained to them that we’re leaving on vacation and we have a big trip before that, and if we are going to do that ,that the only day I can do this is Tuesday so I was reassured that on Tuesday morning they’ll be here to repair it, and that’s the only reason why I signed that piece of paper, saying that yes I agree to pay that fee .so Tuesday comes and there’s a snow and yes at 7 AM There was a lot of snow but after 10 AM all the snow were gone and I called their office at 10:30 and said can someone please come in because I explained the situation before ,I explained why ,why I needed for them to be here that particular day and what I heard is well the boss is already let everybody go home,and get this IF HE Changes his mind I’ll let you know!!!!!! I was speechless. I said he might feel very important. Have all this power over people who need their repairs ,I said bye and hang up. The next day when they call to say that they be there in about 20 minutes. I said that I might be a few minutes behind them because I have to drop my kids to school and answering service told me that nobody’s gonna wait. I said after yesterday , after fact that I have to change everything all the plans on the day of a big trip because they didn’t come in yesterday if they will wait for 15 minutes nothing will happened ,but I wasn’t going to be late 15 minutes and if she would’ve listened to me she would’ve heard that, so I make this long story short no one show up , when I called an hour later, asking why no one here , got yelled at ,blamed for things that were turned, completely upside down,made fun of my accent .So they took my money ,they never came to Repair , They were extremely rude during the visit, extremely rude the answering service so No I would not recommend this business. because it’s not a business this is a joke. They think that this is inside of their kitchen. This is how they talk to customers all I got from them is in charge on my card,and bad service,. He could’ve simply asked me if there is a way I could get the repair person to my home, if I wanna do that because he knew that I needed that dishwasher to be repaired, and if you’re a small business ,specially if you’re small business , you should be communicated with your customers you can’t talk to people like you their boss,Boss should not talk like that to their people , Customers never. No,No,No And I don’t usually write reviews ,specially negative . This is my second time and you know what else I’m gonna also file a complaint to BBB this is how experience...

Brain, the assistant general manager, arrived 3 hours late and put a bad circuit board in my refrigerator. When I got home later that evening and opened the refrigerator door, it was overheated and all the food was spoiled.

Brian didn't show up the next day until after 3pm. He said that he was surprised that the previous board failed. He said this only happened once before, that it was years ago and that he tested every board after that for about a year.

I took notice that Brian had all of his test equipment out this time, testing the old board as well as the replacement. I was thinking that in retrospect, if he had tested the board the first time, I would not have incurred unnecessary costs to replace groceries and eat out as well as having to wait another 24 hours for the unit to get cold enough to properly keep food.

After he switched out the old board, I explained to him that I lost about $100 worth of food because of this and that I had video taped everything that was spoiled in case his company needed to verify cost. Brian said that he would “let them know at the office” and that someone would call me next week (this was on Friday, May 4th 2018). As he walked away, his last statement was, “I don’t make the boards”.

• Monday came and I received no call. • I waited all morning on Tuesday to give them an opportunity to contact me, again, no one called. I finally called them late Tuesday afternoon. One of the office staff told me that “The girl who handles that will get back to you”. • I purposely didn’t call on Wednesday as not (to hound them), I received no call. • I waited all morning on Thursday to give them an opportunity to contact me, no one called. I finally called them Thursday afternoon.

A woman picked up the phone of whom I thought was one of two who usually answer (Joan or Basha). After it was clear it was neither of these two, the person finally stated her name was “Julie”. After I asked if I could speak to the person in charge, she stated that she was the president of the company. I asked if she was familiar with my situation/request for reimbursement, she replied yes... (I'm thinking to myself, "Why this shell game" and why as president of the company didn’t she call me sooner).

Nevertheless, I proceeded to explain the situation and what her assistant general manager told me about boards failing in the past.

Julie simply told me that it was the manufacturer's fault because they’re the ones that sent them the bad board, that her company was not responsible and they would not be covering any of my costs.

I was flabbergasted by her apathy and reasoning as to why she didn’t think her company had any financial responsibility to its customers in a situation like this, especially considering that it was her own technician who did not test the board prior to, during or after installation. If he did, this would have negated this entire problem. For whatever reason, he chose not to and now I've become the latest recipient of a defective piece of equipment and horrible customer service.

I don't doubt that Dave’s Appliance got a free replacement board from the manufacturer for the faulty one they used in my refrigerator. I’m curious what Dave's response would be if the manufacturer told them that they’re not replacing any faulty boards because their supplier sent them bad integrated circuits. It only stands to reason that if Dave's Appliance got reimbursed and/or a replacement board for the faulty one they put in my refrigerator, then it’s only fair that I should be compensated as well. They aught to be ashamed of themselves...

The refrigerator failed again 2 weeks later, I called again only for them not to show up at the appointed time. They reason they stated was because I missed their phone call so they sent their tech to another job. I refuse to take any more time off work. At this point I'd decided to take the loss of the $600 plus I was out ($500+ for repair and $100 for spoiled food)....

Almost $350 later, I have a washer with the same issues it had when I first called, and the person left in charge told me that his hands are tied. I understand Dave is out until at least March and the office manager is out until December, but in the meantime they are able to cash my check, not fix my machine and walk away. Today, the 7th visit (each given a 5 hour time frame to come out), Ed, who was left in charge to deal with office issues but is truly a technician, came out with Ted, who has been the best tech we have encountered with the company. After being told the drain hose was broken (despite never seeing it and having water leak from the front, not the back), paying to have this repaired, being told it was the detergent line and tray, which again were replaced with no solution, today it was suggested it could be the struts. The initial parts for the drain hose were over $70 (online listed for 20ish), then the detergent parts were about $100, but they "let" me pay the difference (another $30.) Today, a month after the initial visit (when my check was cashed before any repairs were made) they believe it could be the struts, but it will cost me more money for 4 new struts!! I'm a firm believer in benefit of the doubt, but we now have experienced 4 different technicians and multiple parts, over 30 hours wasted and a cost of almost $350. It now is time to recognize that you cannot fix what you had charged me for and provide me with some of my money back. I'm more than happy to pay the initial assessment fee, but beyond d that, nothing has been fixed. The service guarantee assures me 90 days of service. We are almost at 30, 7 of which Dave's technicians have been at my house. (Another appointment was scheduled that I waited 5 hours at home for but missed their phone call, so they never showed up. I have 2 young children and happened to not be by my phone, but I had called earlier in the day to confirm the appointment. I understand that this is their policy, so be warned if you are considering this company.) My washer is still not fixed, and I am told no one has the authority to reimburse me for any money spent.

This is poor customer service, as we pretty much just handed them $350 and have a washer with the same issues. Ed told me that I have new parts now, but if the machine isn't working, what are they good for? To look at?

Ed told me that anyone who could resolve the matter beyond sending out further technicians won't be in the office until March. Additionally, Ted was the only technician of the three that were sent before Ed came out who actually took time to explain what he believed to be wrong and showed me. Another technician had a very poor attitude, as was noted by myself and others at my home.

I asked Ed if the service guarantee continued (although I really don't want to be spending more time waiting), and he said yes, but it likely would cost more in parts to try to resolve the situation. At this point, 2 sets of parts were paid for that did not fix the problem. I believe the washer "basic repair" that was paid for was not successfully completed, and our money should be returned.

I am beyond unimpressed with Dave's Appliance. I understand the owner and office manager are out, but people should be left with the authority to make decisions to resolve situations, rather than take $350 from someone who you are unable to complete a repair for. We are now likely having to go the route of district court, as there is no other way to get back our money for a repair...