Complaint Review: ARC - USA Appliance Repair - Van Nuys California

I had the same problem with this company as Patrick of West Hollywood. However, with me it was the heating and air conditioning unit located on the roof of my house. Incidentally, I had used this company about a year ago and was satisfied with their service, which is why I decided to call them again.

About six weeks ago, after the rain, my heating would not start the same problem as a year ago. This time, when the repairman came he said the problem was the ignition switch and the part would cost me $389.00. What could I do? The unit is on the roof, I have no way of disputing the diagnosis - I had to take his word for it. In all, the bill came to $581.09 including $160 service call for 30 minutes work. I asked him to leave the defective part and I later researched the part number on the web to find the cost is actually $189.90 even accounting for some mark up, ARC made an extremely nice profit on this part. I called their office to discuss the discrepancy in the cost of the part but was rudely told that was what it cost them. I was not totally convinced and felt as though I had been taken, but my heating was working or so I thought.

Last Monday, again after the rain, my heating would not come on. I called ARC's office and asked them to come out and take a look at the unit since it was supposed to have been repaired a month ago. I was told they would be at my house between 4 & 6 pm. When I mentioned it would be dark by then I was reassured that they carry lights on their truck. The same repairman as a month ago arrived at about 5:20 when, as predicted, it was dark outside. He diagnosed the problem as a loose wire and said he had fixed it he was gone in ten minutes. It did appear that air was flowing from the vents although with the temperature set on heat it was blowing out cold air and the temperature in the house soon dropped considerably. I called the office at about 5:45 pm to say that it still was not working properly and was told they would call the repairman and he would return the same night he didn't. When I found the repairman's number on my cell phone I called him and he said he would come back the next day between 9 and 10 he didn't. It was at this point that I decided to search the Internet to see if there was any information about this company when I came across Patrick's comments about being ripped off.

At this point, I decided it probably was not in my best interests to use this company and that I should find a more reputable organization. I called Arc and asked to speak to the person in charge. In a very calm manner, I tried to explain to "Ross" what had happened and that I felt their service was not what I expected after paying such a huge price for this problem to be ongoing. "Ross", was extremely rude, obnoxious, and verbally abusive and at one point hung up the phone before I finished explaining that I no longer wanted their repairman to return. He more or less pointed out that "here in America" he could charge what he wanted.

My point in all of this is, not only did I find that they overcharged me, but also that the customer service and business ethics of ARC & USA Appliance Repair of Van Nuys leave a lot to be desired. I would never recommend them to anyone. Do I feel ripped off absolutely!

Susan

Granada Hills, California
U.S.A.