Complaints

• Initial Complaint

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Company was hired to Install a Bosch Double Oven September 16,2022 from a Boxed Crate in the Garage to the Kitchen of our residence. I paid the Installer $350 after the oven was install, and they agreed that the door was not closing properly. When they started to get the oven ready to be moved the Technician (******* Started removing the top door on the oven. There was a Warning sign taped to the front of the Double Oven that Stated (STOP) Read the directions before installing. I said to the installer he should read the instructions before proceeding and he told me that is what they do. After trying to get the screws out of the door he realized that he could not get them all out. Then Is when I requested that he give me the manuals. After opening them up it states DO NOT REMOVE THE SCREWS. I told him he should use Shoulder Straps to Install the Double Oven. So ****** decided to Call his Home Office and see if someone had Shoulder Moving Straps. He left my Residence and went to his Home Office and returned with Shoulder Moving Straps. Then a third Installer (*****) arrived at my residence and seemed to have a better understanding on how to install the double oven and took over control of the project. I explained too ***** what ****** had done with the taking the screws out of the door and what the manual stated and he agree with me that the screws should have not been removed and the Straps should be used to install the unit. After the Oven was installed ***** worked on the door for an hour trying to get the door to operated and close like the bottom door. They have came back to my residence 2 additional times with Nick and ***** and the door still does not operate like the lower door. HPG had instructed me to file a Manufacture Warranty the person came out and inspected the oven and stated it was a installation problem not a Manufacture defect and the door would not operate correctly. **** **** * ***** ******* **** ******* ******* ******** * **** **** *****

  Business response

  02/03/2023

  ******* *****      **** ** ** ***** ****      ** **
  
  
  ---------- ********* ******* ********* ***** **** ********* ***************** ***** **** *** ** **** ** **** ** ******** ********* ** ******** *** *********************** ************************* ******  
  
  We received a notice of complaint ID# ********* I have been out of town managing a business project in Oklahoma but will respond to this complaint by 2/5/23 which should be within the 10 day window response time. Just wanted to provide an update as we are normally responsive of any complaints that we have immediately.
  
   
  
  ***** ***** **** ********* ********** **** *********** ***** *** *** * *** **** ** ******* ** ***** ************  ****** ************  **** *************** *************   *********** ******** ** ***** *********** **** will take a few days”

  Business response

  02/09/2023

  Thank you for your inquiry regarding this most recent complaint. I have discussed this issue with both of our senior technicians as well as the management team and provide the following response.
  

  Both senior technicians agreed that the doors are working properly as they should. I have included some online review videos that show the doors closing in a similar manner to the customers.
  

  ******************************************* *******************************************
  

  Additionally, we took the used door hinge back to Marcone’s after removal. They certified that the part was in like new condition and had no damage and could be returned had it been the original. There is no damage to the cams on the back of the hinges nor any visible damage to the hinge itself. The hinge that was removed was essentially a brand new part that did not need to be replaced.
  

  I understand the customers concern regarding removal of the door during installation. I can vouch after speaking with all of the technicians that the door was never removed from the oven. The technician who was originally at the customers home at initial installation described loosening three screws on the upper door hinge during installation. He then attempted to remove the cam lock screw, only to find it could not be removed. The cam lock is an adjustment screw and cannot be stripped out. It simply spins to allow for adjustment of the door either up or down to ensure proper closure. Once the technician realized that the cam lock screw could not be removed, he reinstalled all door screws, and restored the unit to like new condition so it could be installed. As I stated earlier, we inspected the hinge and cam lock after removal and found it to be working completely as intended with no damage. Removal of the door would not affect the performance of the unit. The door, hinges, latch, and other door related components all have valid part numbers, meaning they were designed to be replaced. If the door was designed to never be removed, there would be no screws holding it to the oven and the manufacturer would not offer replacement parts. Fortunately, like all stoves, it is engineered to be repaired in the event of a premature failure.
  

  That same day, upon arrival of one of our senior technicians, our online database of tech manuals did not have the current version of the oven tech manual available online, so we had to request it which often takes a few days. The senior tech needed the manual to review the door adjustment instructions. In the interim the senior tech contacted ***** and left a message with their tech support office. ***** contacted us back a few days later and instructed the tech to have the customer file a warranty claim through *****. We then contacted the customer and provided him with that information.
  

  This resulted in an alternate service company, (not us), being dispatched to the customers home. The tech condemned the unit saying it needed to be replaced and provided the customer with an invoice for diagnosis, but when we called the alternate service company to get more information, he quoted Home Performance Group a repair cost of over a thousand dollars, and said he could fix it but we would have to pay him for the parts and labor to make the repairs. I find this very dishonest given the fact that he told the customer the unit could not be repaired. Upon searching Rader’s Appliance Repair business online, I could not find that he is a BBB accredited member, nor is his online profile well respected and professional. He also mentioned in his diagnosis that the upper door hinge could not be adjusted. But reading the certified instructions within the ***** authorized service manual on how to properly mount and adjust the door hinge, it clearly states very specifically that all the adjustments to the door are made using the lower hinge. It seems strange that as an authorized service representative of ***** that he attempted to adjust the upper hinge when the manual clearly states it has little to no effect on the alignment of the door. The service manual showing door adjustment procedures is attached for review on page 19. I do not argue that he is an authorized service technician with *****, but that doesn’t mean he is a great technician or has additional certifications and/or credentials, or operates an honest or reputable business. The fact that he denied the customers warranty claim, while then telling us he could repair it makes me suspicious of his intent and furthermore his competence as a technician.
  

  I only mention this, because most of the complaints regarding the performance of the stove started after this alternate business visited the customers residence. I do think this alternate company’s intent was to make us look bad, tarnish our reputation, and then convince the customer, or us, to pay him thousands of dollars to make a simple repair that never needed to be made. In my opinion , that is not how to run an honest business.
  

  Furthermore, it is possible that Rader’s Appliance Repair caused further damage to the unit or even unintentional damage and then blamed us. We typically do not honor any of our work after another company has been in the home and serviced the unit, as it is impossible to determine who to blame once someone else has touched the appliance.
  

  Regardless, we still made things right by opting to replace a part that both service technicians agreed did not need to be replaced. After replacing the door hinge with a new hinge, the door shut in the same manner as it did before with no issues. Both technicians could tell no discernable difference between the lower and upper doors closing. We have been upfront from the beginning about making the repair to the factory specifications, and we have kept our promise. The door works as it should with no issues and we have no intent of replacing a stove that works perfectly fine and is operating to factory specifications.
  

  Please feel free to reach out to me with any further questions and/or concerns.

   

  Customer response

  02/10/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* ********** ********** ********
  
  I am rejecting this response because:Whoever sent the response is not giving factual information! The door was not operating properly the minute they installed the oven. I told ****** *** ***** that the door was not working properly after ****** removed the screws from the door and Shane agreed with me on this. Shane spent 1.5 hours the day it was installed to try and fix the door after taking the screws out again multiple times plus Shane returned to my residence a second time and spent an additional  2 hours trying to get the door to operate properly then advised that the hinges be changed. HPG told me (they have a email from Bosch to have me call them, but i have not seen that email when i have asked multipe times to show me)to call Bosch and file a Manufactures Warranty which i did(Maybe the BBB can ask HPG to send you and I the email from Bosch). I have the documentation from Bosch on who to call to do this. Now HPG is using what they told me to do against me. How do HPG  know what Rader performed. They are lying about when the problem with the Door started, using this company as a scapegoat for a problem that their company started the day it was installed. This response looks just like the email that the ******** ************** sent me. IN the email that HPG sent me they say their parts Company states their is nothing wrong with the hinges that they are brand knew. If that is the case why cannot their so called senior HPG Technicians get the door to operate properly like the lower oven door that DID NOT HAVE THE SCREWS TAKEN OUT OF. So Basically they are trying to COVER UP THEIR MISTAKE!  
  
  ******** ***** ******

  Business response

  02/22/2023

  Hello,

  We stand by our original assessment that the unit is functioning as it should with no problems. We have nothing further to add to our justification and appreciate the time given to respond. Please let me know if any further information is needed. Thank you.

  Customer response

  02/22/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* ********** ********** ********
  
  I am rejecting this response because:The door is NOT operating like the bottom door!  So that means there is something wrong with the door. HPG can say what they want but it is not accurate! The So called Senior Techs as ********* calls them stated in my residence that the door is NOT operating like the bottom door and it cannot be adjusted any more! I have proven with factual documentation that HPG is not being honest because they stated that the door was not damaged until the 3rd party company came to our house! I have sent documentation that states that the screws are not to be removed during the installation process and that is exactly what ****** the original individual that came to my house to install the double oven did. He was NOT trained in how to install this type of double oven. If they are not honest about that then why should they be trusted in saying the nothing is wrong with the door. If you open the top door and open the bottom door you can see that the top door racks as it is trying to close! HPG told me they were licensed and Insured and i believe they do not want to file a claim with their insurance! Also if ***** ***** Vice of Operation had purchased this $5,400 double oven he would not be satisfied with the operation of the top door!
  
  Regards,
  ***** ******

  Business response

  02/27/2023

  Hello,

  As previously stated in our thorough response, we do not have any further information that would change our opinion on the outcome of this complaint.  This incident was fully investigate by senior staff and all participating technicians and administrators. Both technicians who were present at the home during the original installation and during replacement of the door hinge have stated nothing is wrong with the unit and the unit is operating as it should. Please let me know if any additional information is needed at this time. Thank you . 

  Customer response

  02/27/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* ********** ********** ********
  
  I am rejecting this response because: It seems that HPG is just giving the same response! I have shown that they have made multiple statements that are not factual true. The Door still does not operated like the bottom door! I have requested multiple times to see the email that HPG stated that Bosch stated that i call Bosch and request a Manufacture Warranty claim till this day i have not seen that email! I request a Mediation and would have NO problem with someone from the BBB to come to my residence and actually view the door not operating like the lower oven! This is a brand new $5,400 dollar oven it is not a used appliance and anyone at HPG would not be happy with the appliance in their own homes! I want to know what is the next action to be taken! 
  
  ******** ***** ******

• Initial Complaint

  01/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 12/24/22, Home Performance Group sent a gentleman to inspect my attic for faulty ductwork since exhaust fans weren't venting correctly. The gentleman stated the issue was significant and would require two laborers. I relied on this representation and agreed to pay roughly $900. Two laborers came to my house on 12/29. They finished the project within 45 minutes. They asked for the remaining balance, which I paid. At the same time, I stated I felt taken advantage of and would contact their office. The office manager confirmed their wage rate is $150/hour/laborer. Thus, labor cost was roughly $300. I asked for materials cost and they refused to provide this amount. Given typical ductwork cost, I imagine materials cost was de minimis. Even with reasonable OH&P, Home Performance Group should have revised their bill by roughly $500 to reflect how quickly they finished the job. They have refused to do so. WIthout equivocation, I feel they misrepresented the severity of the project and took full advantage of a consumer.

  Business response

  01/23/2023

  Hello,

  Thank you for the inquiry into this recent incident. I would be happy to provide a response to this complaint. On December 27th, 2022 we serviced the customer about a complaint that his exhaust fans were not venting properly. Upon inspection, the technician noted several repairs that would need to be made inside the attic and collected a service call fee of $99.75. After the technician left, the office staff contacted him through the Thumbtack messaging app as well as via email to confirm the type of repair and cost. He agreed to this pricing in both forums. I have attached screenshots showing where the customer agreed to both the scope of work and pricing. Our repairs are bid using a flat rate pricing model that includes time on the jobsite, time driving to the jobsite, time for technician to procure materials, as well as all administrative functions. It encompasses all costs the business must recover to include overhead, technician labor, support labor, materials, and profit. The billing per job is based on the job repair type, in addition to where the work is being completed , in this case an attic. We did not specify a repair time with the quote, nor did the customer ask. It would be irrelevant to do so anyways, as with flat rate billing, we are required to complete the job regardless of the time it takes. The only exception to our flat rate billing model is when performing electrical troubleshooting services. Because the time required to troubleshoot electrical faults can be unknown, we bill all electrical troubleshooting services on an hourly basis. Our current troubleshooting hourly rate is $200 per hour. In those instances we inform our customers of the cost and model up front, just as we do with our flat rate pricing model, to ensure no confusion regarding the scope of services or cost. We tried explaining this concept to the customer but he demanded a breakdown of materials and labor costs. We explained that our flat rate pricing model doesn’t account for costs that way but he refused to accept our explanation. The dispatcher, in further trying to explain our billing practice using a pricing example, mentioned an overhead rate of $150 dollars per hour. She attempted to create a scenario to explain the flat rate pricing model, but once he heard that, he immediately locked into that as our hourly rate despite us never promising an hourly rate nor bidding the repair job in that manner. Unfortunately, we don’t reveal details of our pricing model to the public. Like most businesses we want to ensure a competitive advantage over our peers in the industry. What I can detail is that two technicians each had a 50 minute drive time to the home, one tech had 22 minutes of parts procurement, and both spent 50 minutes inside the home. This totals 3.7 hours. Additionally, we procured parts and materials totaling $212.00. Based on the time it took to travel to the home, procure materials, and complete the repair, we feel the quoted repair price of $973.41 is both fair and equitable to both parties. The customer, as promised at the initial quote, was given a credit of $95 against the cost of the repair. The total amount owed at the time of repair should have been $878.41. But the tech accepting payment was unaware the invoice had already credited the previous service call fee of $95 and therefore gave an additional discount to the customer of $99.75. The customer paid a total amount of $778.66 at the time the repair was completed. Given the fact that he was unhappy with the price, we felt that the concession that was made by mistake was more than considerate, given he had already agreed to the pricing upfront and that we performed the service with no complaints. Finally, I would add, most service companies bill using a flat rate model. Homeowners face several challenges when their HVAC, plumbing or electrical systems break down, not the least of which is who to call for repair work.  Obviously, when searching for a service company, homeowners want to hire an exceptional company that is upfront about the service experience. The service company should also respond promptly to their call, possess the skills to correct their problem quickly, charge a fair price and guarantee their work.  The most successful companies in the service trades possess these attributes. And, most of those successful companies charge for service using a flat rate pricing method that improves the overall experience for the customer. Here are the reasons why it makes good sense for customers to hire service companies that charge flat rate for repairs.

  
  1. It keeps the customer informed and addresses the two important questions customers always ask – “what’s wrong and how much?”
  2. flat rate allows the customer to make informed decisions in advance of repair about repair versus replacement of their equipment.
  3. It allows customers to relax about repair fees. Flat rate pricing is not an open-ended arrangement. More time on the job will not cost more money.
  4. There are no surprises after the work is performed. The repair that has been recommended and approved is the work that is completed.
  5. The customer never pays for education of apprentice technicians. If a tech takes longer because of his lack of skill, the customer doesn’t incur that expense. That places the burden of educating and training technicians on the service company, right where that expense should be placed. Certainly, we all agree, it’s the service company’s responsibility to send competent technicians out into the field.

  While I never want to leave a customer unsatisfied or disappointed in our services, given the circumstances, we feel the pricing method used was fair, honest, upfront, and we performed the work in a professional manner. Any questions feel free to reach out to me at ************ to discuss further. Thank you and take care.

  Customer response

  01/24/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  Complaint: ********
  For myriad reasons, I am rejecting their response and will forever assert that this company took advantage of my family and me.  If the project was as complex as originally represented by the first gentleman, the two laborers would have spent more than 50 minutes in my home.  That the respondent tries to justify the billing with the amount of time the laborers drove to the property, and that this time is more than the time spent in the home, is grasping at straws.   That the respondent states their materials cost is kept confidential is similarly unacceptable.  Have them send you a receipt for the materials.  I don't need to see the receipt, but I can assure you the materials cost was de minimis, if any.  That they utilize a "fixed rate" for billing is also news to me.  I did ask them to be fair and in exchange I wouldn't bid out the project.  Given the representations made about how bad the attic was, I wholeheartedly relied on their representations, which I now believe to be negligent.   Negligent misrepresentation requires the following elements:

  (1) The defendant made a false representation (e.g. the first gentleman stating the attic vents are so dilapidated, it's more than a one-man job and requires the time and expertise of two workers");

  (2) The defendant did so knowing the representation was false, or without knowing whether it was true or false. (i.e. either the first gentleman didn't know the complexity or was misleading me to believe the project was complex, needed to be repaired immediately, and thus would be expensive);

  (3) The defendant intended to induce the plaintiff to act in reliance on that representation (e.g. the venting needed to be fixed ASAP.  He even went so far as to show pictures of frosty nails - but refused to send the pictures to me). Shame on this company for trying to justify almost $1000 for 50 minutes on site.  It's not like they bought a new water heater, condenser, dishwasher.  They fixed some vents and spent 50 minutes doing so.  In no way, shape, or form is the amount billed accurate.  They should have amended the bill instead of trying to fruitlessly justify their value.  If contractors made $1000 for an hour on a jobsite, everyone would be a contractor.  

  Regards,
  ***** *****

  Business response

  01/24/2023

  Hello, Thank you for forwarding this information to us. We stand by our justification for the charges we have billed. Our billing method utilizes a flat rate model, not an hourly billing model, which is common in most service companies in this industry. We did not hide or in anyway attempt to trick the customer into purchasing services from us nor did we deceive him. Our quoted price to complete the repair was provided in written format in two separate forums, which we have provide to the BBB as evidence, and he agreed to this pricing up front before any work was started. While I certainly do not want the customer to be upset with us, I feel we provided expert service as promised at a reasonable price. Thank you for your time and please feel free to reach out to us if you have any additional questions or concerns. We are happy to provide any additional documentation requested in order to further justify our position. Thank you.
  

*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. ↩