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:12/15/2022

  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.

  Lyles TV came out to our house to look at a broken refrigerator. We weren't sure if it could be fixed, if we could get a part, or if we should get a new refrigerator.We were never told of a charge for the bid, we never asked them to order parts or to fix anything. We never signed anything. Later a bill showed up and we were told they ordered a part that we didn't request. The price was almost as much as a new fridge.We wrote to them disputing the charge and they sent it to collections.We got a bill today from ********************* ****************************************, phone ************ for ****** Reference number *******

  Business Response

  Date: 12/16/2022

  Customer called ********************** tv about hinges on right side damaged and not sure if both hinges are on their fridge. Technician went out on 4/21/2022 and determined what was damaged and parts needed. Per service manager Mr. ********* gave verbal permission to order parts as long as it doesn't exceed the price of a new fridge. Which we did. After receiving parts we tried to reach out to them and phone number wasn't working. We sent bill for trip charge labor and parts. Mr. ********* called in and gave an ear full to our service manager, saying it was suppose to be just a quote. Service manager explained to him that the trip charge and labor still has to be paid but we will deduct the doors of the bill. Which we have to eat that price. They're not returnable. Mr. *************************** is only for trip charge and labor ************** was out there. 

  Customer Answer

  Date: 12/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  First, we were never told about a trip charge.  The tech couldn't find the info for the fridge when at our house.  We never signed anything.  They never got back to us, they never left a message. They ordered parts without authorization.  $1000 for two door hinges?  Who would agree to that? We called them when a bill arrived.  That is why they got an earful.  Their invoice they gave us after the fact has no signature and it says that they returned the parts that we did not authorize to the vendor.  Now they are saying they couldn't be returned.
  
  Regards,
  
  *******************************

  Business Response

  Date: 12/19/2022

  First we always inform someone when they call us for service there will be a trip charge. Been in this business for along time and work with many other industries and we all charge a trip charge to get to the door. Customer gave verbal permission to order as long as it did not exceed a new fridge. After parts came in we tried reaching out and phone wasn't working. Looks like we needed both doors and hinges. Doors are not returnable because oversize. The cost to get to the store is $75 extra $150 for both which we also ate that cost. Trip charge helps cover cost of insurance, gas, etc.