Complaints

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• Initial Complaint

  Date:09/25/2023

  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.

  On September 11, 2023 I paid $170 deposit for a pump drive on my ** washer with the understanding that it was to be installed in 3 days. On Sept. 13, 2023 the company said the part came broken so they ordered a new part. On September 21, they said that their employee had *****. On September 22, 2023 I asked for a full refund. The clerk said that he did not have authorization to give refunds and he would talk to management about a partial refund because the employee came to my home.The employee did nothing except look at his phone and diagnose the issue. On 9-22-2022, I still do not have a working washer and the company has done nothing to refund a check. Terrible customer service and I do not think should have charged me $170 to order a part. Should be 10% of bill which was to be a total of $340.

  Business Response

  Date: 10/02/2023

  Hello there, 

  Our terms of service posted on *******************************************************************************;also each client confirm appointment by read this page *********************************************************************.

  By our terms of service we charge $139 diagnostic visit fee, which one was approved by client before repair appoint was set.

  I was there on 9/11/23, diagnosed the washer drain pump is faulty. Prepared estimate for repair (file is attached). I didn't have the pump in stock and ordered next day with ETA 3 business days. On 9/18/23 part we found the part was delivered damaged. Client was notified immediately and placed order for new part. ETA for new order was 9/22/23.

  On 9/21/23 one of our client notified me about he get positive test for COVID. I was contacted with him on 9/19/23. in this case we notified all clients with open jobs about the tech was exposed COVID. If my COVID test results comes positive completing repairs may delay.  Immediately I started testing COVID and my results always was negative. We was keep posting all our clients. 

  On 9/22/23 the part was delivered after open hours - it was Friday. on Monday 9/25/23 we contacted with ******************* to complete repair, but she decided to cancel the repair and asked refund. By our terms of service she was notified about if she cancel repair she will be responsible to diagnostic fee and restocking fee. 

  on 9/25/23 I tried to speak with her to repair her washer, but she don't want to talk and blaming for bad service and don't want to do repair and asking full refund.

  on the end of point: 

  Diagnostic performed, part ordered, part came defective, client confirmed ordering replacement one, we got the part. client canceled the job in last minute. 

  By our terms of service she responsible to pay invoice. and she still have due amount -$14.82

  Diagnostic visit fee $139 was approved by her since original appointment was setup and she approved to pay restocking fee 25% - $45.82 when she approved the estimate and paid part deposit.

   

   

  Customer Answer

  Date: 10/03/2023

   I am rejecting this response because:

  This company is a rip off. 

  Not only were they paid $170 to do nothing, but they have  harassed me for additional $184 payment (See Billing AR, **** received on 9-28-23);

  The company gave me the invoice after they left my home, and I never signed anything. 

  The promise of repairs took more than 10 days; and due to their excuses of broken parts, and sick employees, I cancelled the job. 

  In fact, I bought a new washer/dryer set. The old set was hauled away.

  I will not pay any more. Restocking fee is a joke.

  I think $170 for nothing is preying on an elderly woman on a fixed income in a bad situation (no washer).