Complaints

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid $183 for **** service. $99 to diagnose. If I choose the service the $99 applied to the repair. Thats what I was told before he came out. He promptly came out. He read through some manuals took the door off my dishwasher. Checked the electricity. Put it back together and said it worked that he saved me money that I didnt need to buy a whole new electronic board. He left. we filled the dishwasher. The dishwasher was dead. It never worked not one time since he fixed it or he claimed to fix it. When I called and left a message, he did not get back to me the following day I called and spoke with him and he said he did a service and he deserves to be paid for that service. I said thats correct And the service was to leave me with a working dishwasher I paid you and my dishwasher is not working not one time. He says well I dont know that then why did you pay me he asked?. Because I trusted that you fixed it and that if it wasnt text you would come back . He said h*** probably need a whole new electric panel. I said Id be willing to pay for that part. He said oh youre trying to rob me of my money he said I said no I wanted to pay for a service. I paid him to fix my dishwasher and he did not fix my dishwasher. He said he fixed it however, it did not work not one time. He claims tgat he doesnt know what we did to it. We tried to turn it on as usual. It was dead, the same as it was before he fixed it.

  Business response

  05/28/2023

  Our policy is a $99 diagnosis fee, and the diagnosis fee is "waived," not applied, if the customer moves forward with the recommended repair(s). If the customer does not move forward with the recommended repairs the fee for our diagnosis service is $99. Our policy is very clear.

  ****************** dishwasher was reset, then tested several times to ensure it was working. It was working when the technician left, and she paid the technician for services rendered.

  In her complaint she did not include the details that she and her family members attempted to  troubleshoot and repair the dishwasher before calling for service. Once our repair is complete, and it was (she paid for services rendered), homeowners often attempt to fiddle with their appliances after we leave; because they've watched ******* videos and stood over the technicians back and watched his skills and abilities. We don't know exactly happens after we leave but from experience us professionals have a good idea. We can tell when a unit has been worked on or tampered with. 

  I have been in communication with ************** and offerd to provide additional services to resolve her complaint. She plans to reconnect with me.

• Initial Complaint

  08/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contacted company to repair refrigerator that was not cooling. *** came out and misdiagnosed the problem. Had to hire another company to fix the problem. *** said it was the start device and I ordered the part which cost me $50 plus $99 for his service call which he will not refund.

  Business response

  08/05/2022

  Dear *********, we performed the diagnosis service as promised. The customer reported the refrigerator not cooling. Technician performed standard diagnostics on machine room. The compressor was extremely hot and overheating. The technician attempted to remove the start device to check it and measure the windings on the compressor. The technician decide to not remove the start device because the plastic was dry and brittle because the age of the refrigerator dated back to ****.
  The recommended repair first step was to replace the start device because it would break into pieces if it was removed. The technician took time to research replacement parts and found that all the parts for the model number provided for the unit were discontinued.
  The repair costs for the **** refrigerator would start near $300 or more starting with the first step of repair. The repair costs could reach much higher than the cost of a new refrigerator, but the customer was reminded that the manufacturer discontinued replacement parts for her appliance.
  The customer claims she bought a part for $50 which fixed the "no cooling" failure and the compressor overheating but does not provide me the evidence and details about her claim. The compressor was so hot that you could fry an egg on it.
  We stand by our diagnosis and repair recommendation based on the model number, parts availability and knowledge in our profession.
  We performed the services she requested.
  
  Additionally, the customer persisted to ask us to install parts on her refrigerator if she would by then on the internet. We declined her request several times; because we guarantee our work and parts, and it would be highly unprofessional to install used parts.
  
  No refund is given on diagnosis service calls.

  Customer response

  08/06/2022

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  Ithe problem was not the start device but the defrost timer which was replaced by another company and now refrigerator is cooling.. He would not order the part start device and install part which I ordered and paid for that he said was defective
  Regards
  
  *************************************

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