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Business Profile

Major Appliance Dealers

Shuh's Appliance Centre

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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  • Initial Complaint

    Date:20/06/2023

    Type:Billing Issues
    Status:
    ResolvedMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I called shuh appliance on June 14th 2023 to send a repair technician to troubleshoot a problem with our ** washing machine that we had purchased from them in 2016. On June 15th 2023 a technician spent 10 minutes with product and declared it would cost $500 to repair and it would be a better solution to purchase new. If we did he would differ some of the cost of the service call and put it towards the replacement. I told him we would shop around first. We decided to **t a second opinion on the washer and was informed it only needed a drive belt worth $22 and it was repaired and is working perfectly.
    In my opinion Shuh appliance has a reputation to uphold in the community and should take immediate action to ensure this service tech is not permitted to continue his deceitful techniques on customers. Will include a picture of Bill and technician signature.

    Business Response

    Date: 21/06/2023

    June 21, 2023

    ***** ****

    ** ********** ***** 

    Guelph ON *** ***

    Re:  Washing Machine Repair

    Dear Mr. ****,

    Thank you for reaching out and expressing your dissatisfaction with our most recent service visit to diagnose an issue with your ** top load washer.  

    To summarize, at your request, we scheduled one of our qualified appliance technicians to service your ** washer as the wash tub was not spinning properly.  The technician completed this assessment on June 15th and advised to replace the washer with new as it was not economical to repair due to the high cost of repair and age of the washer.  This ** washer was purchased from our store for $599.00 plus HST in December of 2016.  

    Our technician determined the drive belt slipped out of position and was subsequently shredded due to an oil leak from the gear case, oil dripped onto the belt causing the slippage, which is the primary reason for the drum not to spin properly as the drum relies on the drive belt to be in the proper position to spin the wash tub.  The oil leaked from the gear case, which is not available to replace as an individual part, the manufacturer only provides the entire tub assembly, which includes the inner and outer tub and gear case.  The total cost for the tub assembly (inner and outer) is $504.65 plus $125.00 in shipping (oversize), plus $89.95 for the service call and approximately $80.00 - $120.00 in labour to complete this repair as the washer needs to be completely taken apart.  We also need to add the replacement drive belt, which is $22.00. Therefore the total cost of the repair amounts to $973.61 including HST.  Unfortunately, the only method to correct an oil leak is to replace the defective part as it cannot be repaired.  

    With the technician identifying the oil leak and with the only solution to correct an oil leak is to replace the tub assembly, it's our opinion that by replacing the drive belt only, is a temporary fix until oil leaks on the belt again causing it to slip out of position, which will result in the tub not spinning properly.   Based on our technicians professional diagnoses taking into consideration the type and cost of repair required combined with the age and original purchase value of the washer we felt it reasonable and accurate to recommend replacing it with new.  A ** top load washer is designed to last approximately 5-7 years, this washer will be 7 years of age in December of 2023.  

    To that end, as your recent experience was not to your satisfaction, we are prepared to provide you with a full refund of $116.71.  This refund can be processed on your credit card or alternatively, we can provide you with a credit on your account for any future purchase or service required.  For privacy and security, we do not keep credit card numbers on file.  Please reach out to me directly and I will be happy to process the refund or provide you with a credit on account.  

    You have been a loyal client since 2013, I appreciate your business and hope to continue to provide the high level of service you've come to expect from us over the years. 

    I look forward to hearing from you. 

    Kind regards,

    SHUH'S APPLIANCE CENTRE  

    Jeffrey MacLean 

    Vice-President/Managing Partner 

    ************

    ********@*************.com

     

    Customer Answer

    Date: 21/06/2023



    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




    Sincerely,



    ***** ****

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