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:07/30/2024

  Type:Service or Repair 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 contacted Universal repair to fix an issue with my microwave. They told me the fee to come out was $80. I told them the issue was that the microwave works but the display lights were not visible and it is the display control board issue. The control board is not available for purchase any longer so I was trying to see if Universal repair can repair the board. The tech came out, spent some time at my house and told me exactly what I had told them at the time of scheduling (that the microwave works but the control lights did not worm and the control board is not available for purchase any longer so there was nothing they could do) and charged me $180 instead of the $80. I arguably should get the entire $180 back since there was no value this company added to the situation. However in an attempt to be fair, I ask that $100 be returned to me since I only agreed to pay $80 and I was not notified that the fee was going to somehow be higher - if I knew, I would not have agreed to it.

  

  Business Response

  Date: 07/30/2024

  Hello,
  
  The initial $80 fee mentioned was for a standard diagnostic visit. When our technician arrived, the microwave oven was disassembled and deinstalled, resting on the floor. The client indicated that the microwave oven needed to be reassembled and installed back in place. Our technician completed this job,  the total cost for that job was $180. This is Built-In Microwave Oven (Bosch that is high-end/luxury brand) - our labor for installation such type of appliances usually varies between $180-280. We didn't charge ***** for diagnostics or any other repairs at all. More over we did research for control board mentioned by ***** for free, and unfortunately it really was no longer available on the market. 
  We always value our clients and ry to make them happy.  We can offer $40 discount for that job. Please let us know if this solution is acceptable, and we will process the refund promptly.
  Thank you for your understanding and for giving us the opportunity to address your concerns.
  Best regards,

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 22054709
  
  I am rejecting this response because:

  when I scheduled the appointment over the phone, I specifically requested a diagnostic appointment which I was quoted will be $80. Please review your call recordings so you can see for yourself. If you allege the $180 fee was entirely to assemble the microwave, then you should refund me the entire amount ($180) and here is why: your technician couldnt figure out where a specific panel goes so he left out that panel from the assembly entirely and placed it near the assembled microwave. My handy man had to disassemble the microwave and reassemble it properly after your visit so the panel is now installed correctly in the microwave, where it belongs. I did not ask your technician to assemble and install the microwave, that is not accurate. When you review your call recoding with me, assuming you have one, you will see that the purpose of the appointment was only to see if the specific light board can be fixed. However you performed work that I did not ask for, you did not perform that work properly so my handy man had to redo it and you charged me way above what we agreed I would pay.

  
  Diana 

  

  Business Response

  Date: 08/26/2024

  Dear *****,
  Thank you for your feedback. We take your concerns seriously and want to clarify the situation.
  We did not proceed with any work without your approval. The reassembly of the microwave, was discussed with you during the visit.
  At the time of the service, you were made aware of the panel issue and expressed agreement and satisfaction with the completed work. This was confirmed when you agreed to the payment of $180.
  We would like not to spend time debating this further, as it has become a case of your word against ours. In an effort to resolve this matter amicably, we will refund you $100.
  Please let us know if you would like to proceed with the refund, and we will process it promptly.
  
  Best regards,
  Universal Repair **

  Customer Answer

  Date: 08/27/2024

   

  Hello,

  I do not want to spend any more time on this and agree that it is my word against yours at this point. Please process the $100 refund - Zelle to my phone number ************. 

  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,
  
  ***************************