Broken oven dispute reaches stalemate in Sacramento

Broken oven dispute reaches stalemate in Sacramento

Member complaint

I hired Lake Appliance Repair of Orangevale, Calif., to fix a faulty microwave in my 20-year-old microwave/oven combo unit. After a lot of work, the technician found the issue on the microwave and replaced a switch for nearly $240. This was professional and good work, and I had no problem with it.

The evening the repair was done, I found that the control panel for the oven stopped responding. I called the company and a tech was sent out the following day to look at the new issue. They diagnosed and said it couldn’t be fixed, and I’d have to replace the whole unit. When I questioned what happened, they said it was a coincidence that the oven went out the same day as the microwave and that they didn’t have anything to do with it. They also started questioning whether the oven was broken in the first place and that I misled them. I thought that was a totally unprofessional response, and the fact that the second tech who came in didn’t even talk to the first tech about what happened, what was repaired and what was touched spoke volumes about their service.

Since the tech team that repaired the microwave unit broke my oven, I want them to pay for the new microwave/oven combo. I would also like a refund of $231.45 for the services.

Sundar Balasubramaniam, Pleasanton

Provider response

The member called us to repair his 20-year-old microwave/oven combination unit. We found the micro switch had a short circuit to ground. We quoted the repair of his microwave and he approved. We installed the part, tested the microwave and went on our way.

The customer called the next day and said his oven wasn’t working. We sent a different technician, free of charge, to see what the issue was. Our technician found that the oven control had a failure — it had a blown fuse. We replaced the fuse and got a portion of the control functional. Unfortunately, we found the oven control was no longer available and unable to be rebuilt.

The member assumes that because this failure took place after our technician left his home that our technician caused this failure. It is highly unlikely that changing the micro switch would cause the control to fail. Also, our company would never point blame; we are in the business of resolving issues, not creating them. Because of the unfortunate timeline of events, we offered to refund the customer in full for the microwave repair. The customer insists that we pay for half of a brand-new appliance and a full refund of the microwave repair. A brand-new unit is approximately $2,500. I offered this customer a full refund, and out of good will, my services to install the new appliance he was having delivered. He declined.

We are truly upset about this situation and wish it could have been avoided. We feel we were more than fair and without fault. Sometimes, we just won’t win. This is one of those situations.

Scott McConnell, owner

Status

Stalemate

Editor’s note: The member acknowledged receiving a credit-card refund, but he says he doesn’t consider the matter resolved because of the dispute over who should pay for new oven unit.

Have a complaint?

Our Angie’s List complaint resolution team attempts to mediate disputes between members and service providers. During this process, three outcomes can happen: Penalty Box, Resolved or Stalemate. Companies that don’t respond to a member’s complaint will be placed in the Penalty Box until they respond. A case becomes Resolved if a company addresses the complaint to the member’s satisfaction, or it becomes a Stalemate if the provider responds, but the company and the member can’t reach an agreement. Find out more about the Complaint Resolution Process.


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