Reviews

Review Details

• Review fromScott and Kathy C

  Date: 10/23/2024

  1 star

  Scott and Kathy C

  Date: 10/23/2024

  Being on Social Security we cannot afford a $95.00 diagnostic fee and especially when the person only got a serial number off of our washing machine. We could have provided that over the phone. Then they call and said parts would be almost $211.00. First of all we could have have provided the serial number over the phone. There person never even took the washing machine apart or did anything else to see what may be wrong with it. He only got a serial number !!! how does that tell you what is wrong with it...??? I feel that this was a scam, especially since you can purchase a new washing machine right not at Lowes for $400.00 with their special offers going on. Our check was dated for 10/24/2024 and we made a stop payment on it on 10/23/2024. We called them on 10/23/2024 and told them we wanted our money back but they said no. If they cash this check before the 24th they are breaking the law....They could have handled this a little better but failed to do so..

  Steve's Appliance Repair Sales & Service

  Date: 10/24/2024

  Hello, thank you for your feedback. The technician did run diagnostics, which is basically checking to see if the suspension rods were shot based on the issue reported from the client. The unit did not need to be taking apart to diagnose this. The tech not only checked, but he also showed the husband what he did, how he did it and the husband then also tested the shocks and agreed with the assessment. They had a conversation on what was wrong, why it was wrong and how to remedy the situation. And while the $95 service fee for diagnostics is actually below the $129 industry standard; it is something I'm afraid we have to charge to cover tech salary, fuel and vehicle expense, not to mention the schooling paid for the technicians to know it was the suspension rods that were faulty. I am sorry you feel like we scammed you, I feel that we did not. Yes, the tech did get the model number off the unit, we need that to get the correct parts for the unit. And while you could have given me that over the phone, we would only be guessing a diagnosis and 9 out of ********************************** that diagnosis, as I am not a tech. The techs are sent to school to be able to do the job accurately and quickly in respect of the client's time. The $211 quoted price is not for just the parts, that is for labor to install and taxes as well. I know that appliance parts, as well as everything anymore, seem to be very high in cost. I am truly sorry for that. Manufactures set MSRP and we go by that. Some suspension systems are much higher than that and some are much lower. That is why we have to go by the model number, and get the exact part for your unit As far as the check being postdated, I did miss that. Usually when a customer is writing the check for a few days out, (we were there on the 22nd) they let us know so we hold it. We do that all the time, especially for our SS customers, as we understand the circumstances of that. I agree with you that I probably could've handled this better. I usually handle legitimate complaints with ****** Unfortunately, when I get a call with a person screaming at me in the background and calling me all sorts of names and threatening me with attorneys and what not, I was not as gracious; I am sorry for that and pray the Lord (and you) forgives me.