Complaints

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• Initial Complaint

  Date:10/31/2024

  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 10/15 I had my ** Washer/Dryer serviced, this work was covered by my warranty however when the technician arrived we encountered a problem where the ** would not start and needed the battery jumped. The battery for the generator was charged for approximately 30 minutes so the ** would start and allow the ** repair to begin. Not only was an invoice given to me for the warranty repair but in addition I was billed additional $783.46 for jumping the batteries. I was never informed that this would be invoiced in addition to the ** repair not was I told the hourly rate of $180.00/hr or a mobile service fee of $288.00. Since I have warranty roadside assistance I could have called for their service rather than being charged the $783.46. When I asked the service tech the reason for the charge he said I should have known it would be additional and I told him I did not. He is now threatening me with collection while I am disputing the charges.

  Business Response

  Date: 11/01/2024

  **** ******* is trying to get out of paying his invoice.  He called me to look at his washer/dryer and informed me his extended warranty company would not cover the repair.  I asked him if he would like to bring it to me as it would be expensive to come to him.  I was working on another unit during the call and couldn't stop to calculate his mileage costs.  He said he would still rather I come to him because he has had bad experiences taking it in for repairs and would rather have it done on site.  I then asked him if he minded if I called his extended warranty company and verify that they are not going to cover the repair as most extended warranty companies would usually cover this issue.  He told me that was fine. I called them and they said they would cover labor and parts (Normal response).  Call **** back told him they cover parts and labor, he said great he would send me the address to his house and we would be in touch with the part came in.  Contacted him when the part came in and scheduled the day and time for install.  The ******* before the install date he called me at home and said he couldn't get the motorhome started.  I asked him several things to check and try to no avail.  He asked if I would come to the lot and just his motorhome.  I agreed and asked if there was access to get my truck near the batteries to jump them and his reply was yes.  Upon arriving to the lot I noticed his RV was parked alongside the fence keeping my truck from getting close enough to jump his batteries as they are on the driver side behind the cab in a compartment.  I then asked if he had a reducer from 50 amp to 110v to plug my extension cord into.  He did and we plugged his motorhome into the 110v outlet on in the bed of my truck.  It provided power to start charging the batteries.  The batteries were so dead I couldn't get the isolator to latch open and stay open to charge the chassis batteries until the batteries absorbed enough power.  After failed attempts to latch it open manually I plugged his truck into the extension cord and took my truck to the rear of the rv where his generator is located and started the process of jumping his generator off on my truck battery.  Once the generator was running I was able to then take the jumper cables to the house batteries and use the jumper cables to jump the house batteries to the chassis batteries and start the motorhome.  This took an 1h and 13m.  We bill by the hour in the field and by the half hour at the shop.  Upon arriving at his house we hook up his power cord and I made sure everything was charging as it should before fixing the washer/dryer.  The quoted time to his extended warranty company was 2 hours for diagnosis, repair and testing.  Once he received his bill which was separate from the extended warranty bill is when he had a problem with the repair and called his warranty company and informed them the unit wasn't fixed and stopped them from paying their invoice.  He was happy with everything I did until he had to come out of pocket.  The batteries are not part of the repair therefore cannot be billed to the warranty company.  In every written communication to me from him he only states his issue being the bill (not the fact the washer doesn't work) just the he got a bill.  I have not pursued collections as I am trying to get him to see he is in the wrong but I will in 7 days if he has not paid them.  I have sent him an email stating such.  

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 22496836
  
  I am rejecting this response because: the response from the company omits a number of issues I brought to their attention.

  First, the company has chosen to charge me directly for the mobile service fee of $288 which was supposed to be part of the washer/dryer repair.  This way I can submit all of the charges associated with the warranty repair at one time.  I have asked repeatedly that they revise the invoice to reflect the correct charges but have been ignored, only threatened with collection.

  Second, at no time did the tech say that his assisting me with jump starting the ** would be a separate charge and I never signed anything that would suggest I knew of these charges.  As I have told them, I have roadside service on my ** that covers battery charging and other power related issues.  Had I been informed of their minimum charge of 2 hrs at 180/ hr I would have opted to have the roadside service attend to my **.  I was never informed that there would be a second or additional charges regarding the jump start.  In fact I told them that I thought he was just assisting me by helping jump start the ** and not that Id have to pay his hourly rate, it never came up  The companys billing practices of not informing me of what the cost would be is irresponsible and certainly not where you assist the customer only to charge them later without any notice.

  Finally, I am open to negotiating on the $360 they are charging me for the jump start but not the charge in full since I was never aware Id be charged.  The tech continues to call me a liar and thief and I am neither.  However I am a person who wants to be fair but its difficult when each communication includes a threat of collection or lawsuit.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 11/04/2024

  First off as I stated earlier the customer knew his batteries were dead the night before and said he only knew they were dead the day of. Thats a lie.  He told the extended warranty company the washer/dryer is still not working so they wouldnt pay their invoice (which it works fine).  Another lie. His extended warranty company didnt offer service call reimbursement to me so its on his bill. If he would like for them to pay it then he can submit it to them to pay it. I am not taking it off his bill until its paid. I dont have a 2 hour minimum charge and never stated as much. The reason he is going to collections is because you cant have someone preform a service for you and then later decide you are not going to pay the bill because you dont like the bill. Mr. ******* had plenty of time to get roadside service to the storage facility as his repair of the washer/dryer was not a direr need other than to sell the unit (which he is actively trying to do) of which I can only assume he is dragging this out until it sells because he may think he wont have to pay it if he doesnt have the unit anymore. Bottom line is he can either call the extended warranty company today and approve their payment of their portion as well as pay his invoice in full as written or he can be sent to collections tomorrow morning. His call. 

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 22496836
  
  I am rejecting this response because: as usual he makes assumptions about me selling my RV just like I was supposed to know he would be charging me to jump start the ***  As I stated I was unaware of any additional charges beyond the washer dryer, nothing more.

  I intend on getting the warranty work reimbursed and they have agreed to pay the invoice.

  I am tired of being called names and will not pay the invoice as it is unless they become more reasonable and are willing to negotiate.  Their response is typical with more threats but no reasonable remedy.

  
  Sincerely,
  
  ******* *******