Public Mediation

K.B. vs. Nu-Air

K. B. vs. Nu-Air The Healthy Choice Inc.
5626 Route 38, Pennsauken, New Jersey, 08109-4814, United States
Amount Involved: $620.00
    • Claimant Seeks: 1 non-monetary items.
    • Claim #: 1302646
    • Amount Involved: 620.00
    • Filed On: Dec 15, 2016
    • Posted On: Dec 26, 2016
    • Complaint(s):
      • Bad business practices
      • Problem with a service
      • "I just feel ripped off."
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Statement of Claim
Complaints Involved (3) - View
Claimant says:
"I currently have a home warranty company American Home Shield that I am using for a broken washing machine. My compliant is not against American Home Shield but the contractor they have sent out to repair the machine Nu-Air of Pennsauken, NJ.
They were first dispatched October 25, 2016 and today is December 15th, 2016 and it is still not repaired. If I can actually speak to a representative of Nu-Air they blame the delays on the warranty company.

Each time the technician came out to repair the machine he stated it needs a certain part. It appears to me that this particular technician is inexperienced and is misdiagnosing the problem since each time he comes out the machine needs yet another part even though he has yet to install the first part ordered. It should have been completely checked out in the beginning and all the suspected parts ordered the first time around. If you don't need them then return them.

I call the warranty company only to discover that Nu-Air does not place an order for a part needed until 2 weeks AFTER the technician came out causing the delay. For example Nu-Air came out today to repair the machine and the technician realizes he left the part at the office (another delay) Seriously is this how you run a company.

American Shield even has difficulty contacting Nu-Air. I cannot tell you the frustration I have let alone the cost and inconvenience of having to go to a laundry mat all this time."
...
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Claimant timeline (1) - Hide
  • 10-25-2014 — 1st response
Additional Communication Between Claimant and Nu-Air The Healthy Choice Inc. Hide
  • Dec 20, 2016, Claiming party added:

  • This washing machine was repaired by PSE&G couple times for draining issues and it was for the same reason. There is a component in the bottom of the machine that frequently would have several socks in it causing a blockage. When you open it and remove the socks problem solved. Since it occurred a second time the PSE&G repair man told us to keep the bottom off so the component can be checked and cleared often. The machine works great without the bottom on and always has !!
    So they are INCORRECT on that issue.
    Second: the bottom is in the same room as the washing machine clearly visible and accessible, so if he wanted to put it back on he could.
    Third: we never said the water just happened, we said it's full of water again so please do not open the door. He opened the door and the room was flooded. The same thing happened the first visit so, clearly it was filling with water the entire time since the first visit. INCORRECT AGAIN! The repair man's comment was I didn't think it would fill with water again so I'll need to order another part.
    Fourth: when they came back again to install the parts they arrived without the parts!!!!
    Five: Since we have cats we frequently check the litter and room and clean it often. There wasn't any urine near or in the machine.
    I believe they do owe me compensation since it's been 2 months since they were first called. They typically do not order parts from the warranty company until at least A week after they come out. Case in point the last time they came out saying they need to repair some wires was 12/15/16. I called my warranty company 12/20/16 5 days later and they have NOT made a diagnosis or ordered parts from the warranty company!! Nor have they had any communication with the warranty company as of yet.
    AGAIN A SIGNIFICANT DELAY!!!! Its been like this from the beginning.
    I should not be without a washing machine for 2 months!!! I have been more than patient. The delays are directly caused by nu-air and not the warranty company. Parts should be ordered within 24 hours of a visit not 1 to 2 weeks after!!!!

What Claimant Wants Hide
Non-Cash
What By When How Much
1. Replace: or replace the washing machine NEW equivalent washing machine (original cost 1200) Dec 30, 2016 N/A
Cash
1. Compensation: cost of doing laundry at a laundry mat Dec 30, 2016 $280.00
2. Pay me for my time: inconvience of going to a lundry mat for almost 2 months Dec 30, 2016 $240.00
3. my deductible with American Home Shield Dec 30, 2016 $100.00
4. Other – Pay for claim posting cost Dec 30, 2016 $7.99
5. Other – Physical delivery charges Dec 30, 2016 $4.99
Cash total : $632.98
Non-cash: 1 items
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Respondent's Counteroffer Hide
The claimant's settlement terms were rejected with the following explanation:
  • I disagree with the explanation / grounds provided

    "Went to customers home to diagnose problem with washer, found it not draining and ordered a part. Asked customer for bottom panel to washer to put back on, machine will not work with out the panel on.
    Came back to replace part and found washer full of water customer states this "just happened" we then ordered an additional part.
    When we returned To put parts in we again asked customer to give us the bottom panel to put back on the washer this again was not supplied to us, while replacing parts we found broken wires inside the washer, this was another issue that was not previously there. We found signs of cat urine in and around unit, cat must be going inside unit and touching wires.
    We do not have any financial obligation to this customer we are hired through their home warranty service. For these reasons we will not be offering any settlement. "

This claim will remain posted until resolved.

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Do you agree with the respondent’s Response?  (If you are a party to this claim, click here.)
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