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:06/01/2023

  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.

  In order for the BBB to appropriately process your response, you MUST answer the question above.

   complete fabrication.
  
  " *** ***** stated that the latch on the microwave was broken and requested we get her price on replacing the latch. On 5/25/23 we gave *** ****** the price for the repair, which she approved; and informed her that parts would be ordered. *** ***** agreed to the charges and did not provide us with a credit card until AFTER approving this charge. She was informed that there would be a restocking/shipping fee should the repair be cancelled. 
  
  All that happened on the initial call was to schedule a service call.. Appliance Doctor would inspect the microwave and provide an estimate of the cost of the repairs. After receiving the estimate, we would make the decision whether or not to proceed. If we chose not to proceed, we would be liable only for the cost of the service call. Since we later canceled the service call, Appliance Doctor did not provide us with an estimate of the cost of the repair as they state above. (How could they, since they never saw the microwave?) We certainly did not approve a repair. We were not told, as they state above, that they were ordering a part (An absurd claim on its face. How could they even know what parts were needed without seeing the microwave?), nor did we approve the ordering of a part. We did not provide them with a credit card AFTER approving the charge as they state, because we did not approve a charge. We provided the credit card number only because we were told they would not make a service call unless they had a credit card on file. Now we know why.
  
  " *** ***** called us back on 5/31/23 at 1:30pm to cancel the repair as well as the service on the other two appliances. We informed her that there would be a charge for restocking and shipping. *** ***** requested the parts and then stated that she no longer needed it."

  
  

  Again a complete fabrication. When we canceled the appointment, we were not informed of any charges. Shortly after canceling the appointment I received a notice from Chase that Appliance Doctor had charged my card. We immediately called Appliance Doctor back to ask what the charge was for. They said at that time that they had ordered a part. This was the first time anything had been said about ordering a part. Frankly, since they wouldn't know what part ws needed, I don't even see how they could have ordered one. 

  
  

  I am astounded that a business such as this will flat out lie to justify an unauthorized credit card charge. The reason we canceled the service call in the first place was that we discovered numerous bad reviews on **** where customers had similar stories to report. We were concerned as a result of reading these reviews that the company was dishonest and we decided we did not want to risk doing business with them. It turns out our concerns were justified. 
  
  
  

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

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

  
  
  

  ---------- Forwarded message ---------
  

  
  

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

  Business Response

  Date: 06/13/2023

  Dear ****************,

  Thank you for taking the time to share your concerns. I do believe that there are some discrepancies that we would like to clear up regarding your allegations. 
  

  We were contacted by *** ************************* on 5/24/23  to service three different appliances (microwave, refrigerator, stove). *** ***** stated that the latch on the microwave was broken and requested we get her price on replacing the latch. On 5/25/23 we gave **************** the price for the repair, which she approved; and informed her that parts would be ordered. *** ***** agreed to the charges and did not provide us with a credit card until AFTER approving this charge. She was informed that there would be a restocking/shipping fee should the repair be cancelled. 

  
  It is untrue that we received a call from you to cancel the following day as we have it documented that we spoke to *** ***** on 5/31/23 at 12:55pm (when the part she approved arrived) and she asked for us to specifically schedule a Saturday appointment which we did; for Saturday 6/3/23. *** ***** called ** back on 5/31/23 at 1:30pm to cancel the repair as well as the service on the other two appliances. We informed her that there would be a charge for restocking and shipping. *** ***** requested the parts and then stated that she no longer needed it. 

  
  I believe the confusion is that we did not do business directly with a *** *************************** but rather spoke with ***************************** who orchestrated the service, approved the estimate, and was the person who was informed of any and all of our stipulations.
  
  
  Unfortunately, we cannot provide a refund for fees associated with restocking parts as the customer was informed of this prior to providing his/her credit card for approval.