Complaints

• Initial Complaint

  06/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/19/2022 ***** from Last Stop Appliance Repair came to my house to diagnosis a washing machine that was leaking. He stated that it needed a new transmission and could order the part and have it within a few days. I wrote him a check for $****** which was cashed very quickly. On 12/27/2022 I called to inquire for an update after not hearing from anyone about the part status. A female employee I believe to be his wife text messaged me that the part was delayed and would be available for pickup on 1/1/2023 which is a holiday and therefore the part really wouldn't be in until 1/2/2023. I returned a text message inquiring about canceling the order and the employee confirmed we could cancel the order and we waited for a refund. I text messaged again on 1/11/2023 to inquire about the status of our refund that we hadn't received and did not receive any communication from the company. I text messaged again on 1/23/2023 and received a response that "***" was getting everything situated with our refund and that it would be sent out that day and they were sorry for the delay. On 2/6/2023 after still not receiving a refund I text messaged again and received no response from the company. After not receiving communication back my husband called them from his phone and the same female employee answered and apologized that she has been busy and that the refund check was going out that day. Its 6/10/2023 and I still have not received a refund. The invoice is as follows: $70 service call, Transmission part $260 and Labor $70 tax $22.10 total invoice paid by check ******. If they want to keep the service call fee and feel they earned it then whatever I think its just really back business so I am owed a refund of at least $352.10. I have included the invoice and the text messages as evidence.

  Business response

  06/11/2023

  We have never had anyone named *** work for us I hope you are getting the right number I have your address and email I will drop a check off to you this week I didnt know we still owed you a refund I will get it taken care of for you right away I apologize for the inconvenience 

• Initial Complaint

  06/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My front load washer started leaking so I called out LAST STOP which is a local appliance repair shop here in **** to come out and fix the leak. The guy I think his name is ***** came out and examined where the leakage was coming from. He showed me that the leak was from a front loader door boot seal that had a hole in it. He said that he would have to order the part and put it in once he get's it. He wrote up the bill which stated his service charge would be $75.00, the labor is $75.00 and the part would be $149.99 plus tax. So the grand total would be $314.24 and that would be all that I would have to pay. So I went ahead and paid him the full amount of $314.24 by check. After he left I looked at the invoice and wanted to see the price of that part online because to me it seemed kind of high. I did a search on ****** and that same original OEM part from different online sources was hovering around $60.00 with shipping and tax. I did several other searches and found nothing even close to $149.99 that he was going to charge me. About 30 minutes after he left I called their office and told them not to order the part because I found the same part at a better price. I said that I would buy the part myself and have ***** install it. I specifically told her to tell ***** not to cash the check and that I would write them a new check minus the $149.99. She said that she would tell him not to cash the check. Well he still cashed the check anyways. Well when the part came in that I ordered I told them to send ***** out to install the part that I ordered. ***** came back but his demeanor was not the same the as the first time he came out. To me he appeared to be angry. He went ahead and installed the part and put the washer back together. He didn't even turn the washer on to test to see if it would power on or leak. Again he just gave off a very bad demeaner. He just got out his invoice pad and start writing me a new invoice. On the new invoice he charged me two service charges of $75.00 each and one labor charge of $75.00 for a grand total of $225.00. Due to the fact that I purchase the part myself it looks like I was penalize for an extra service charge of $75.00. I didn't know that he was going to charge me extra for this. So on the new invoice he deducted $225.00 from the amount that I previously wrote the check which was $314.24. So the business owes me the difference of $89.24. He specifically wrote on the new invoice that he signed "refund $89.24". It has been close to a month now and LAST STOP APPLIANCE REPAIR have not sent me a refund of $89.24 that is owed to me. My wife and I have called many times and all we keep getting is excuse after excuse such as they are still working on it or they have dropped the check off in the mail. Another excuse is that they will call the *********** to see what happen to the check. They said that they will call me back on the status once they call the ***********. They never call me back. I have called many times and left messages on the status of the refund check and they never return the call. My wife called on her cell phone because they won't pick up if they see my number on their caller ID. They did pickup when my wife called because they probably thought it was a new customer. The lady told my wife that someone would come to our house and drop off the check. I figured since we live in the same town of Galt this should be quite easy for them to drop off the check. We were hoping to finally get our refund but nobody never shows up. We call no one picks up or return our messages. I am a senior military retiree on a set income. My wife and I never have been treated like this from a licensed business in all my travels. This has been going on for almost a month now. It looks like this business has no intentions of refunding our $89.24 which is owed to us. To me this is like they are stealing our money. It's very obvious that they are playing games and taking advantage of seniors and seem to be having fun doing it. I am a strong proponent of supporting and patronizing our local businesses but my wife and I are extremely disappointed in the horrible business practices of LAST STOP APPLIANCE REPAIR in Galt.

  Business response

  06/19/2023

  We already hand delivered his refund to him 

  Customer response

  06/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

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