Complaints

• Initial Complaint

  06/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I called ASAP Appliance on Wednesday after reviewing the ****** ******* and the BBB rating of A+. I had shut off my water main because the ice maker valve was broken and would not shut off. It was after 4:00 so the office said they would call me the next morning around 9 am to give me a 2-hour arrival window. They said there was a $149 service call fee that would be waived if I had the service completed. No one called on Thursday. I called them around 11:00 but no one answered. On Friday I called at 8:15 and the office scheduled a new appointment between 1 and 3 saying I would not be charged for the previous day since the technician did not provide any service. At 2:40 I called the office. One of the clerk's had failed to properly submit the ticket to the plumber. They said my house would be next. At 4:28 I called the office again. There had been a delay and the plumber would be at my house between 5 and 7. No mention was made of an extra fee for the late service and so I thought it would just be covered due to the office error. The technician finally texted at 7:07 and arrived at about 7:20. He looked at the leaky faucet and said it would need a new value. He said it would be $470.00. I was shocked at the price but it was 7:30 on Friday and I didn't want to pay the $149.00 service fee or leave the faucet off all weekend. I agreed to the charge. The plumber said he would need to go to the shop to pick up the part. After testing to make sure it didn't leak, he informed me that there would be a 3% service charge for credit card payments. I asked why he didn't tell me earlier or why I wasn't told when I booked the appointment. He said that was an office issue and most companies were now charging a service charge for credit cards. I will never use ASAP Appliance again. I do not believe the A+ ranking is appropriate for the way I was treated. I think I should at least get a refund for the 3% service fee. I also believe they charged me extra for the late service call.

  

  Business response

  07/18/2023

  Business willing to refund consumer 3% on service fee totaling $14.63. 

  Per ***** *******  

  Customer response

  07/25/2023

  
  Complaint: ********
  
  I am rejecting this response because: They said if I call them they will reduce the charges. I need to find out what they are offering.

  I also had a response from BBB asking me to call BBB at ************. I have called three times and keep getting the voice mail. I have left three messages but no one has called me back. Id this the correct phone number?
  
  Sincerely,
  
  ***** *****

*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. ↩