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:08/12/2022

  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.

  I was originally quoted $400+ for my repair and told my sensor went bad and needed to be replaced. The diagnostic appointment was $99 for a 5 minute diagnostic. I felt that both the $99 and the $400 total were quite steep. But since I didn't know what the complexity of the repair might be I remained a little open to the cost. Additionally, they came recommended by my father. So through that, I hoped I received a fair price for the repair (again, this is in spite of me feeling like it was steep.) Lastly, given that I paid the diagnostic fee I felt compelled to go with you for the repair so I wouldn't feel cheated out of my $99 for a 5 minute diagnostic. After 2 weeks the part finally arrives and my appointment is scheduled. The technician arrives rings the doorbell at 12:29 and leaves by 12:43. 14 minutes for the repair and transaction and departure. Based on that, I'd say that it wasn't that complex of a job at all and now my feeling of being cheated is increasing. Additionally, the fact that the receipt that I received after the appointment only said "icemaker" with no information about the labor, part, or anything was extremely shady to me. So I requested the itemized invoice on Friday to see where my $314.89 went. After being told I'd receive the invoice Friday but receiving nothing I followed up again. This morning I received the invoice. To my surprise, the charges listed did not feel just or fair at all. $40 for shipping and handling for a part that took 1-2 weeks to come in - so there definitely was no expedition for the shipping. Next there was $130 for labor. $130 for a little over 10 minutes of labor. (This is in addition to the $99 for 5 minutes of diagnosis.) I'm okay with the part price (even though online I saw the same genuine authentic part ranging in price from $86-105). $270 for a total of 15 minutes of work plus shipping is EXTREMELY crooked to me. I spoke to who I presume was a technician who stood firmly in these crooked charges.

  Business Response

  Date: 11/09/2022

  Thank you for leaving us your feedback, *****************

  Were sorry to hear that you were unsatisfied with our repair estimate.

  Unfortunately, we must dispute some of the claims made in your review.

  We understand your frustration, but our staff did provide you with a quote upfront for our trip and diagnosis fee of $99 which you accepted and is a typical rate for most appliance repair companies in **********.

  Upon arrival, ************** performed a full diagnosis and provided you with a quote for parts and labor to complete the repair which you approved before work began.

  We have reviewed our records of ***********, and the quote ************** provided was fair and accurate based on the national pricing guide that we and thousands of other appliance repair companies use.

  Again, we do understand your frustration, but at no point did we misrepresent our pricing or attempt to overcharge or pressure you into completing the repair.

  If you'd like, we can remove the replacement parts ************** installed and provide you with a refund.

  If you have any questions, concerns, or would like to proceed with the refund, please give us a call at ************.

  Thank you again, and have a great day.

  Customer Answer

  Date: 11/10/2022

   
  Complaint: 17700752
  
  I am rejecting this response because:

  to state, ambitiously, that the pricing was fair compared to national averages is a *****. As mentioned before, $300 in labor charges for 5 minutes is absolutely unjust. 
  

  to mention that you will uninstall the part - do you have my original part available? Additionally my refrigerator has not been running in the same condition since this repair. The refrigerator does not cool and the water line is periodically leaking into the cool pantry compartment. This seems to be directly related to this repair, as prior to your work, no ice (water) was being produced. Poor workmanship and unjust charges all around. 
  
  Sincerely,
  
  *********************************