Complaints

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• Initial Complaint

  Date:10/02/2023

  Type:Product 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.

  - Invoice # ***** August 17th 2023 - Check on Delivery was paid for the amount $ ****** - Replaced thermostat - 30 day warranty on parts and labor which is stated on their website.- Dispute we paid for a thermostat , however the 16th of September the fryer went out again. I contacted ******** to see if we can get another service call to fix the fryer. They never came back out and the manager stated that there are no warranty on the parts and labor. - We sent an email to pro serve requesting to speak with the owner, or person in charge, however they never replied back -We will contact an attorney and take this claim to court if not resolved.

  Business Response

  Date: 10/17/2023

  To whom this may concern,

  Our website does state that there is a 60 day Service Warranty. This means that any service (labor) that we perform is considered free of charge if we find that ************** did not perform the job up to standards the first time. We would consider this a "call back." We are not able to return parts that are ordered and used over 30 days from order date. We work with third party vendors and they will not accept the part back after a certain point. Usually, if a part is faulty from the manufacturer, you will know about it well before the 30 day window BUT we do not mind going back on-site to be sure that it is not an issue with the part, in the instance that our staff is not being disrespected and downgraded by a customer over the phone. The claimant did speak to a manager who tried to resolve the issue over the phone and explain to the customer that we would return to look at the fryer again but we could not possibly guarantee that the service would be considered a "call back" and free of charge, if we are not sure exactly what the issue is without looking at the unit again. The claimaint then got very disrespectful with the manager over the phone. The manager recommended for the customer to get a second opinion from another service company since they did not trust the work that we had performed so far. Please let me know if there are any other questions regarding this matter. We are committed to resolving this issue in a professional and respectful manner.

  Thank you,

  ***************************

  Customer Answer

  Date: 10/18/2023

   
  Complaint: 20685076
  
  I am rejecting this response because:  The poor customer service form your company is unacceptable. We paid for our deep fryer to be repaired by your company. The technician did not repair it properly. After repeated calls and complaining that our fryer was still not working properly, your management team decision was NOT to send another technician out to resolve the issue. The management also recommended us to FIND another service contractor to repair our fryer. This is not acceptable customer service, our company expects a full refund of the amount that is invoiced in this complaint. If this matter can not be resolved we will seek **************. 
  
  Sincerely,
  
  *************************