Complaints

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.

• Initial Complaint

  Date:22/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Service person, B (not using names, just intitals), attended my home on Monday October 16, 2023 to fix my washer. I had already informed the company that the belt that needed replacing. I am knowledgeable and usually do these repairs myself. However, Dowell came recommended and I decided to have a professional take care of it as I didn't have the time to source the part and do the repair myself at this moment. B confirmed it was the belt that needed to be replaced. I showed B a part (idler pulley wheel) that I had found when I had opened the enclosed washer unit. He told me that it did not belong to this washer and was a part from a dryer. I asked how it could have got into the enclosed washer unit and he said through the hole at the back. There is no hole at the back. The only hole is on the bottom of the unit that opens to the basement floor. A pulley could not have got up through this hole. While B was ordering the part, I googled the pulley, found that it was indeed a piece of my washer and showed B where it needs to go. He agreed that was right. After he left, I phoned the company and explained to J what had happened and that I felt B did not have training to complete the job. They said he is one of their most competent service people and people requested his services. They would not refund the $118+tax service fee and said that the owner would come out to complete the job but that I would need another part and they would give that to me for free but I would have to pay for the full repair. The part J told me that I need was a clip that went on the idler pulley to hold the belt in place. I examined the parts breakdown for my machine and watched a belt replacement video for my exact model of washer and there is NO clip required. I cancelled the service call and did the repair myself. The Company is not refunding the "Service Fee" even though no service was provided. Their staff and owner need training. The Service fee needs to be refunded.

  

  Business Response

  Date: 23/10/2023

  Beau Dowell

  

  Business Response

  Date: 23/10/2023

  Beau Dowell

  My apologies. I sent a few files through showing that this customer was refunded app additional fees already as she chose to not proceed with repair. 
  

  The service fee is non refundable as customer understood (that covers us travelling to their home, providing the diagnosis etc) then further charges would be due for additional labour and parts to complete a repair. 
  

  We have already refunded this amount and have the documentation. This customer is attempting to slander us for financial gain. 

  

  Business Response

  Date: 23/10/2023

  Beau Dowell

   

  Hi *******, 

  As we have discussed multiple times throughout this process with you, our service fee (which is billed for a technician travelling to your home, providing a diagnosis and a quote for repair is non refundable) 

   

  However at the time of our visit to your home, you agreed to proceed with the quoted repairs and paid a deposit towards those additional repair costs before we left the home. 
  

  You then voiced that you would like to not proceed with the repair, and we issued you your refund. We have attached this necessary documentation and sent it through to the BBB. 
  

  We are sorry that this situation ended up needing this kind of resolution, however I hope you understand that your refund has been issued last week, and you have received that money back. Glad you were able to get your unit back up and running yourself. 

  Customer Answer

  Date: 23/10/2023

   
  Complaint: 20766029
  
  I am rejecting this response because the service fee still needs to be refunded due to poor quality of the service.  The technician did come to the house but I had already said what the problem was and gave them the model number of the washer so they could bring the belt needed with them. The diagnosis was given to them. The owner knows that there were problems during the visit with the technician telling me that a certain part was NOT part of the washer when it in fact was.  And then after it was resolved that the owner would come and do the work himself, they told me that I would need another part, some sort of clip.  Based on the part breakdown diagram for my washer there is NO such clip.  It was at that point that I realized the company was not knowledgeable enough to do the service and I cancelled it.

  As part of the good customer service and reputation that the owner and staff say their company has, I would have thought that an admission to the errors and lack of knowledge demonstrated would have been offered and a refund of the service fee to make it right.  The technician nor the owner responded to the fact that they had made mistakes on the parts nor as the money been refunded.

  Sincerely,
  

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

  

  Business Response

  Date: 24/10/2023

  Hi there,

   

  Unfortunately this is not how our process works, customers do not diagnose units for us to repair. We provide our own diagnostic to ensure accuracy of the quotes given for repairs, also to ensure timely repairs are completed. This is all listed on our invoice, and during the booking process. By agreeing to schedule a service call, the service fee is due and non refundable. 

  Customer Answer

  Date: 26/10/2023

   
  Complaint: 20766029
  
  I am rejecting this response because: of poor quality of service, questionable business practice .

  That is exactly the nature of my complaint. I agreed to the service call and the fee because I expected a good quality of service by a professional who knows more about my washer than I do.  I expected to receive a quality of service supported by your ratings and your words about how good a company you are. That is not what you delivered in this case.  That makes the non-refundable service fee null and void.  You did not deliver what you promised.

  The business practice of having a client pay money for a poor quality service call, to pay money only to learn that they cannot trust the company to complete the task correctly seems quite inappropriate. You are asking me to pay money to have your technician tell me a part (the idler pulley) did NOT belong to my washer when it in fact DID and later when I agreed to let that pass and go ahead with the repair to have the owner (through his receptionist) tell me I needed an additional part (some sort of clip) for the repair when in fact my washer does NOT require such a part. You are asking me to pay money for your companys lack of knowledge and competence in this instance. You are asking me to pay money so I could teach your staff that the part did belong to my machine and that I didnt need another part. At this point, a reputable business would have apologized to the client, admitted that there were problems, give an indication of what they will change to ensure it doesnt happen to anyone else and refund the money. Those types of actions are a good business practice and the sign of a reputable company and builds trust. You did not do this. Your staff told me over and over again that you are highly rated and your technician is one of your most competent. But your actions and my experience in this case did not live up to the words and promises your staff offered over the phone nor lived up to your ratings on the internet. It is the actual actions that matter.
  
  If I buy something and it turns out to be broken or of poor quality, any business with a good reputation will refund your money. Your business practice of having a client pay regardless of the quality of the service is the nature of my complaint. Your company asks the client to pay a price to build trust with your company and then delivers a service of poor quality. This practice borders on a scam as it asks the client to pay money and then delivers a product that was not good quality. With the professional look and feel of this company as well as the high ratings on the internet I was expecting a trained professional to come to my home and to know more than me about my washer. This did not happen.
  
  The Better Business Bureau complaint process is in place to allow the public to alert others to poor business practices and quality of service. It is also there to help a business do the right thing and protect people from poor quality. I encourage you to do the right thing in this case,admit there were problems and refund the money. Show that your actions live up to your words that you are, in fact, a great company.
  
  Sincerely,
  
  ***************************