Complaints

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• Initial Complaint

  Date:06/03/2024

  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.

  Homewerks has had my coffee machine for over 7 weeks which was dropped off for repair as they are the only servicer for my brand of machine in the city. After nearly two weeks, I was provided an initial diagnostic which required a part being ordered. Another week, the part was arrived and installed only after I called in multiple times. When calling in, I was often told someone would call me back with more information which rarely happened. After the part was replaced, I was called and told the machine was ready for pickup. I asked if the initial issue it was dropped off for had been resolved and told "sure, but we'll check". The issue was not resolved and further diagnostics were performed where a much smaller and simpler issue was identified. Back to another round of calling for updates without my calls being returned, I was given an estimated repair date. This date has since been missed with me now being told that another part needs to be ordered. Yet again, I was told someone would call me back but I don't have high hopes for this happening. We've since moved to another city which means having to take a day off work to drive an 8 hour round trip to pick up our machine if it's ever ready.

  Business Response

  Date: 08/28/2024

  Customer: ***************************

  Model of coffee machine: Miele CM5300

  Current Retail price: $899.95

   

  Timeline for this repair is a little longer than we would like to see it but not anything extreme. We contacted the customer anytime we had an update or the unit was ready.

  *** style="margin-left: 0in;">4/10/24                *****

  The coffee machine was dropped off at our retail location but was not looked at immediately as it was put in line behind others that were ahead of it as well as other service appointments that were already on our calendar at customers homes.

   

  *** style="margin-left: 0in;">4/29/24*****

                  The repair was approved for parts to be ordered.

   

  *** style="margin-left: 0in;">5/31/24                *****

  The repair was completed and customer notified. Our tech, ****** spoke with ********************** to let him know that the repair was ready to be picked up.

   

  *** style="margin-left: 0in;">7/5/24                   *****

  ********************** picked up the unit. We were actually closed on this day for the Holiday weekend but made arrangements with **********************. We had an employee come in and open the store to meet him so that he could pick up his machine.

   

  I would like to explain a little about our company. We are not a large service repair company. We are a retail store that sells very high end appliances and we have one technician on staff to service the customers that we sell to. Our technician is typically booked anywhere from two to three weeks out on our calendar for in home appointments. We specialize in a very niche market of appliance brands which are very high end. The typical service company is not trained on how to service the brands that we do.  ********************* mentioned that we were the only servicer that he could bring his machine to in ************this is because we are so specialized and the typical service company is not trained or authorized to work on these machines.

   

  ********************** did not purchase his machine from us but chose to bring it to us for service and we made an exception to help him out even though our calendar was already booked out in the field.

   

  Our Miele certified technician was able to diagnose the machine and it was determined that a control valve was needed.  Once approved, we ordered the part which was in stock in the ** and arrived to ** about a week later from ********** where Miele *** headquarters are located.

   

  Upon completion of replacing the control valve, it was determined that another part was also needed. Unfortunately, sometimes when we do a repair one part has to be replaced to get to the next step of the repair and it is discovered that additional part(s) might be needed.  We actually did not charge customer for the additional part.

   

  The customer wanted to pick up the unit on a day that our business was going to be closed for the holiday weekend, July 5th. We made arrangements to have someone come in and open the store just to meet with ********************** so that he could pick up his machine.