Complaints

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• Initial Complaint

  Date:10/03/2023

  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.

  I paid over $100 for them to come tell me that parts are no longer being made for my washer and it was toast. I gave the brand and model before I called as well as told them the specific code the machine was showing. Nothing was said about parts no longer being made or that I may be wasting my time attempting to have it fixed. Waste of time and waste of money that would have been preventable by an honest company.
  
  To add to this, I called back and explained the situation and my frustration that I was not told ********* no longer made parts for my less than 5 year old washer, and spend 20 minutes on the phone with a manager that refused to acknowledge that more information should have been given from their business, or that they should have collected more information to make sure they did not waste my money. He accused me of only calling in to get a discount because I didn’t want to pay my bill, which was paid at the time of service, and that I was “trying to pull one over on us”. They had already messed up my service time causing my husband to take a full day off work, and I had been very understand and did not complain at all. He then told me, after I said I had already bought a new washer, that the only way he would make anything right was if I bought a washer from their very overpriced company, and they could apply a discount to that. Please use a more honest company that will give good customer service.

  Business Response

  Date: 10/26/2023

  I apologize that we did not get a response out to you sooner.  For some reason, we did not catch it on the email.  
  
  We did have a service call for the customer and the parts were no longer available.  When the customer called the store, they acknowledged they were told the price of a service was $95 plus tax.  The customer also admitted they did not have the model number when they called in.  We explained to the customer without a model number, we had no way of knowing what parts were available and which were discontinued.  The customer said we should check every machine for every part before going out.  When we explained, without the model number, we could not.  The customer's response was "we should just know".  
  When our service tech found the machine was unrepairable, he told the customer's husband we have a discount for unrepairable machines.  If the customer comes in and purchases a new unit, we will discount it to help lower the cost of having an unrepairable machine.  We explained this to the customer on the phone.  The customer's response was, she wanted that discount, but it need to be more and she would never purchase anything from us. We did have a mistake on the time for service call, but the customer also had the time range wrong.  She asked us to call her husband before coming out so he would not need to stay at home.  We did this and was still within 30 minutes of our estimated time.
  The customer started the call saying you need to do what say or I will make review to ruin you.  During the conversation, they admitted they knew the cost of the service call and they could get a discount if they purchased from us.  We performed the service as they asked, we tried to tell the customer we do not control what parts the manufacturer makes available.  Without the model number, we could not of known if parts were available or not.  Most of our service calls, people do not have model numbers and want us to get them off the machine when we come out.
  Thank You for your time