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:10/11/2022

  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.

  We hired and paid this company to diagnose an issue that we were having with our dishwasher. The technician stated it needed a new pump, so we agreed to him ordering and replacing the pump. He came back to install the pump and was being very rude and was cussing. We asked him several times to calm down, which he continued to ignore our request. He aggressively pulled and tugged on our dishwasher and the parts he was attempting to repair, then said we needed a new unit, which we declined due to his original visit, and his aggressive behavior. He did not charge us for that visit, however we learned he fried the motherboard and we had to replace the dishwasher in the end. We contacted the company to ask that they cover some of the cost due to him damaging the unit during his visit. The owner has refused to address the damage he caused.

  Business Response

  Date: 10/12/2022

  As the owner i am also the senior technician and i was the tech on site. 1st off there was no cussing involved, some grumbling and banging around to get dishwasher out was minimal.  Due to unlevel flooring in an old house, it was a struggle to get unit out from cabinet. 2nd if customer would have left it out in the midddle of floor like we agreed on till we got the part, this would not be necessary.  I expected when i arrive dishwasher would have still been out to prevent struggle on return trip.  After replacing pump, i found our the original pump damaged the control when it shorted out,   NOT MY WORK.  Sometimes multiple part failures are not caught on 1st trip out till a failed component is replaced to find out it damaged also....the control.  Not a result from my work.

   

  Customer also failed to put in complaint that he had another tech from another company go out and giving him same diagnosis, other company told him i shorted out the  board.  and he calls me accusing me of damage to his cabinet and floor which was never mentioned to BBB or me prior to another company following me.  After 20 years of doing business in the joplin area, i am the 1st one to see damage i have caused, and i am always up front when it has been done. i like to leave things as they were before i arrived with no damages.  Customer tried to say i needed to pay for that as well.  But i do not know if it was me or the next text since the customer refused to allow me back into his house to correct issue. 

  I did not charge him for the part or the extra hour of work to get the dishwasher out. I walked away, to get a phone call a week later demanding i pay for his new dishwasher and floor and cabinet damage.  I find none of this to be my fault and believe if  there is any compensation for anything, it should be for a part i lost money on and 1 hour of labor that was not charged....approximately $260-280.  But since i was not able to for see the control had been knocked out and it damaged new motor, there is nothing i can do but write it off as a financial loss in my books and a lesson learned to give a worst possible case estimate which would have resulted in him wanting to buy a new dishwasher anyway.  So how am i responsible for the purchase of his new dishwasher when in the event i gave him the $569 estimate to replace the motor and control, he would have chose to buy a new dishwasher due to cost comparison. 

  I feel like we are the ones that lost money and this report would have not been necessary if all the above would have fell into place.  thank you.

  Customer Answer

  Date: 10/12/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:

  His response is not accurate, as our pump did not fry the motherboard. Our dishwasher was working just fine except it didn't drain.  My husband smelled the burning smell while it was being repaired. His use of foul language and taking God's name in vain was inappropriate. He never said to leave the dishwasher in the middle of my kitchen floor either - who would do that? I have to cook and use the kitchen! While we reject his response, we know this won't go anywhere, so we will close out our complaint. 
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  **** *****