Complaints

• Initial Complaint

  06/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My property manager thought she was scheduling Mr. ********************** of Tulsa through the **** ********************** warranty program. Mr. ********************** of Tulsa went out to the property and sent us an invoice to approve work on 4/24/24 for $733.67. The invoice has a signature line on it that requires signed in order to authorize the work, which enables Mr. ********************** of Tulsa to purchase the parts and install them. We did not sign off on this invoice to approve and authorize the work.About 2-3 weeks later, someone from Mr. ********************** of Tulsa called my property manager and without any context told her that parts are in and ready to be installed. My property manager thought it was yet again the **** ********************** warranty department and told them to call the tenant to schedule any repairs. Mr. ********************** of Tulsa completed repairs on 5/24/24 (still without us signing off on the authorization of work invoice) and invoiced us $733.67. I attempted to chat with the owner, whom focused on his bottom line and never once wanted to earn our business. He kept saying discounting this invoice down would cut into his profits and that we would need to pay it or else he would take us to small claims court in a lawsuit. He did say as an act of goodwill he would discount it by $20, which was insulting. We are left paying this $733.67 bill that we did not sign off on.I would also like to point out that this work was to repair a range oven. A brand new range oven at **** ********************** is currently priced at $529.00. I pointed this out several times and that his $733.67 invoice to repair a 9-year old range is not something anyone would approve.

  Business response

  06/17/2024

  We were out to this property on April 24th and made this diagnosis. On May 15th,*************************** (property manager for BB ***************** called and talked with our answering service about completing the work at this property. (See recorded call.)  When CSR called ***** back about the parts to complete the work, ******************** asked that we call the tenant to schedule installation of the parts. (This is second recorded call.)We arranged an appointment with the tenant and completed the work May 24. The property owner immediately started emailing our office saying he never approved the repair.  We sent him both recorded phone calls where the property manager approved the repair.  I have enclosed copies of the emails to him.  I had a discussion with the property manager on 5/29 which I played the recorded calls to her in which she approved the repair.  She said the owner pays the bill.  I also had a conversaton with the property owner and played the recorded calls that approved the repair.For customer goodwill I offered to lower the price to $ ******, however he said that was unacceptable and he would just pay the full amount.  We gave a fair price for the repair.  It was verbally approved and we completed the repair.  We can not provide a refund other than the amount already given.     

  Customer response

  06/17/2024

  I am rejecting this response because:   when Mr. ********************** spoke with my property manager, my property manager thought the phone call was in relation to a **** ********************** warranty call on one of our other properties.  As you listen in on the phone calls, there is never a stated question of, "do you agree to the invoice # 8614667 and agree to pay the amount of $733.67?"  You'll also see that neither me, nor my property manager, signed the invoice sent to use.  There is a signature line, as seen attached, for the approval of the invoice and nobody has signed it.  Had Mr. ********************** asked "do you agree to the invoice # 8614667 and agree to pay the amount of $733.67", then it would clear up the entire issue.  

  When I spoke with the owner about the misunderstanding and never approving the invoice, he implied that they didn't do any warranty business for **** ********************** (when I was telling him that my property manager didn't understand the conversation and thought the phone call was for a **** ********************** warranty call).  I then spoke with my contacts at **** **********************, who did indeed confirm that Mr. ********************** of Tulsa does warranty work for **** **********************. 

  As mentioned before, we were bullied into paying $700 to repair a 9-year old oven when a comparable brand new one is $529.00.  No rational human would voluntarily pay $700 to repair a 9-year old oven when a comparable brand new one is $529.00.

   

   

  Business response

  06/27/2024

  
  Per the first recorded call,the property manager asked specifically about the repair on the oven and gave the address on the invoice as to the work that she was inquiring about. In the second call the property manager specifically asked that we call the tenant and mentioned her by name, which matched the name on the work order for this tenant.  At no point in either conversation was the word warranty or Hahns mentioned.  We have also verified that there is only one oven in this house and this is the first and only work order with this particular customer.  I have also verified with the sales manager at Hahns that we have never done. nor do they tell customers that we do their warranty work.  We do various manfactures warranty work in which Hahns along with several other vendors sell their product.  In our business we accept verbal approvals, which are legal in court, all the time from customers.  Never were we instructed by this customer to only accept written authorization from them.  After paying for this repair, the customer instructed us through email that they never wanted us to do business with them again.  I have put things in place to prevent orders from being placed with this customer.   
  We never bully a customer into paying for a repair.  All customers are told up front the price for the service call.  For the service call, we will go to the customers home and a professional skilled technician will give the customer a repair price if parts are available.  The customer is either requested to pay the diagnostic fee, or approve the repair.  Per the recorded call,  the property manager could have simply denied the repair and pay the diagnostic fee.  Instead per the recorded call she approved the repair and ask us to schedule with the tenant.
  As far as the comment why would someone pay more for a repair than buy new?, I have copied and pasted the following from our website.   Also, another cost associated with buying a new appliance is the "aggra-dollars." That is, the aggravation and time spent that goes along with shopping for a new appliance: having it delivered, getting it installed and disposing of your old one. If you've experienced this joy recently, you'll realize that the aggra-dollar factor can be costly.
  We never assume someone wants to replace an appliance no matter the repair price.  It is always the customers decision as to whether or not to proceed with the repair.
  

  Customer response

  06/27/2024

  I am rejecting this response because:   Same response as previously mentioned.  My opinions and response remains the same.  I have additional opinions, however, the Mr. ********************** does not appear to want to provide any help or assistance at this time.  
  

  Sure stinks to just have to pay a steep price for something we didnt want and then have the owner endlessly argue with us.  Never seen anything like it, but we are all privy to run our businesses and affairs how we wish.

• Initial Complaint

  04/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 2/5/2024, Mr. ********************** sent a service tech to our home to assess our washing machine. According to the website, "uniformed technicians [will] arrive promptly ... [and] provide an accurate price quote before we start any work, so you dont have to worry about hidden fees." We were told we would be charged a $120 service fee for the visit which could be absorbed into the cost of the repair service if we chose to hire the tech. After looking at the machine, the tech said he would need to go to ********** to get the replacement part. He entered the information into his computer and told us the repair would cost about $400 dollars after deducting the $120 service fee and a 20% off veteran discount. The price was shocking, because another repair company, All **********************, had given us a price quote over the phone for $250, including a $75 service fee and estimate for the price of the part, but a tech was not available until 2 days later. We told the Mr. ********************** tech about the lower price quote and asked if he could come down on the price. He said no. We asked for a copy of the estimate so that we could compare the costs and make a decision. The Mr. ********************** tech refused to give us a copy of the estimate. We again asked for the estimate and told him we would not pay the $120 fee until he provided a copy. He again refused and packed up his things and left. After that, we called All ********************** to find out why their $250 quote was so much lower. After researching the part needed for the repair, All ********************** discovered that the manufacturer no longer produces that part, due to the age of the machine, and the part was not available anywhere else. The Mr. ********************** service tech would not have been able to get the part nor do the repair. A few weeks later, we got a call from Mr. ********************** requesting the $120 fee, but we explained that the tech never provided an accurate price quote. We received an invoice for $120, dated 4/5/2024. We would like the bill adjusted to $0.

  Business response

  04/23/2024

  ****************** originally called our office on 2/2/2024 to schedule an appointment.  At this time he was told our service call was $120.00 and he was originally scheduled for 2/8/2024.  We later called him and moved him up to 2/5/2024.  Our technician *****, went to ****************** home and evaluated his washer. ***** advised the price to repair the washer was $ ****** plus tax.  In addition to this he would have been given a veterens discount of $ 20.00.  Which would have made his total owed if he accepted the repair of $ ****** plus tax.  The part is currently in stock at our suppliers.  At the time when ***** was at his house and gave him the estimate, Mr. ********* refused to sign the estimate, pay the service call and provide his email address.  Our Service Manager called ****************** On 3/20/2024 to ask for payment of the service call.  After explaination of what the service call entails, **************** agreed to go online and pay the service call. We collected ****************** email at this time.  This recorded call is available and will be sent via email.  As of this date, it remains unpaid.  

  Customer response

  04/23/2024

  I am rejecting this response because: I disagree with the facts given. The service technician, *****, from Mr. ********************** of Tulsa Metro, did not present a detailed analysis of the costs involved in repairing the washing machine at any time during the visit to ****************' residence on 2/5/2024. The technician evaluated the washer and gave only a verbal estimate for the total. Since **************** is a permanently disabled veteran with substantial hearing loss, he requested that ***** speak with his spouse to confirm the details of the quote. Because of the significant difference between the verbal estimate given and the estimate provided by a different company, ****************' spouse asked for a copy of the detailed analysis of the costs for review. ***** refused to present one. At no time during the technician's presence at the residence, did he present a detailed analysis of the costs (whether in the form of an estimate or a quote) to be signed by ****************. Also, **************** and his spouse were told they would receive a 20% veterans discount, not a $20 discount. Again, this was communicated verbally and never in written form. Furthermore, ***** said he would be able to go to ********** to get the part to repair the washer on the same day. The tech DID NOT, at any time, communicate to **************** or his spouse that the part would have to be ordered from a supplier. Again, neither a written nor an electronic price quote/estimate, was ever presented to **************** to be signed. **************** was never asked to sign anything. ****************' spouse told ***** she would be happy to pay the service fee for the diagnostic once a detailed analysis in the form of an estimate or price quote was given to her or to ****************. Rather than provide the requested estimate/price quote, the technician packed up his things and left the residence without another word. The billing invoice dated 4/5/24 (sent 2 months after the service call) is the first written correspondence provided by Mr. ********************** and it does NOT include an estimate/price quote, only an invoice for a service fee. A new invoice dated 4/23/24 was sent via email, after a complaint was filed with BBB, and includes an estimate for the total costs along with a service fee, but not a detailed analysis of the costs that would be charged for parts and for the labor. Since the business has refused to provide a detailed price analysis with an explanation of the cost of labor, cost of parts, and fees, **************** and his spouse have concluded that the business is attempting to gauge their prices and take advantage of a disabled veteran and his family. ****************' spouse was not present during the phone call received on 3/20/2024. Since **************** has impaired hearing, he cannot confirm that he understood the explanation given over the phone. **************** informed his spouse of the phone call and she asked if the Mr. ********************** representative had agreed to provide a detailed analysis of the costs for the washer repair. **************** said he didn't think they had, but he wasn't sure. 25 days later, we finally received an invoice, but neither the 4/5/2024 invoice nor the 4/23/2024 invoice include any detailed analysis of the costs. Since the company failed to provide a fair and accurate price quote at the time of the diagnostic, which is promised on their website, a service fee for the diagnostic will not be paid. 

  Business response

  05/01/2024

  Per discussion with our professional service technician,***** that diagnosed **************** washer, both Mr. ***** ***************** were shown the quote on the **** for the repair. They did make a comment about a veterans discount of 20%.  ***** explained that no we can not offer a 20% veterans discount, but would offer him a $ ***** discount which he showed in the quote on the ****.  Both Mr. ********************* requested that they match another servicers verbal quote.  ***** explained that we do not match another servicers verbal quote.  We also do not give quotes over the phone, as there are so many variables to appliance repairs which could affect both the labor and part price.  Our software system does not show a detailed breakdown of the price and labor for the job.  (The original invoice as attached by the consumer is actually a monthly statement from our software of outstanding balances.  I did attach a copy of the invoice on the original reply.) All of our Service Professionals must pass both drug test and back ground check.  Mr. ***** ***************** were shown the total job cost at the time of service. After spending a significant amount of time explaining the quote to the customers and them refusing to at least pay for the service call, give an email address, or sign the invoice, ***** left the house.  ***** never mentioned going to ********** for a part, as they do not sell the part needed to fix the washer, however the part is available in several places from our suppliers.  Our pricing also includes as part of our service for all parts that we sell and install a 12 month warranty on both parts and labor. Several manufactures and other servicers only provide 90 day warranties and some even less.   The invoice was sent to the email address given to us by **************** on 3/20/2024, however our software does not show this invoice was ever opened.  Maybe it went to their SPAM folder.  After responding to the inquiry from the BBB on 4/23/2024, another invoice was sent to both the original email address provided and the new email address sent to the BBB.  Both emails were opened which validated both email addresses.  **************** was told at least twice on the initial phone call about our service call.  He also agreed on the phone call with the owner that he would pay the service call. As of this writing, the service call still has not been paid, even though Mr. ********************** has provided a thorough diagnosis from our service professional, given detailed explanation at time of service, and has been provided a written estimate.  Please call our office to pay the service call and/or schedule the repair.
  
  
  
  
  
  
  
  Receipt Email
  04/23/24 05:05 PM - **************************
  To: ******************************* - **********************
  Email Viewed: 04/23/24 05:55 PM
  *******************************,
  
  Attached is the receipt for Invoice ******* for your service call with Mr.**********************. 
  You can now pay your balance due right from the invoice. The link can be found on the attached Receipt, just click the link below Balance Due!
  
  Sub-Total              $1*****
  Sales-Tax              $0.00
  Total Due              $1*****
  Prepayment          $0.00
  Today's Payment   $0.00
  Credits                 $0.00
  Balance Due         $1*****
  Click here to pay now!
  
  Thank you for your business!
  
  Regards,
  
  Mr. ********************** Of Tulsa
  ************
  *******************************
  Tulsa, **************
  
  ***************************************************
  
  
  
  
  This is automated email from Servantia on behalf of Mr. **********************.
  
  
  04/23/24 05:04 PM - **************************
  To: ******************************* - ************************
  Email Viewed: 04/23/24 05:54 PM
  *******************************,
  
  This invoice is significantly past due.  To pay, open the attachment,click on the pay now link, enter the cc information, or call the office, or mail a check. Attached is the receipt for Invoice ******* for your service with Mr. **********************. 
  You can now pay your balance due right from the invoice. The link can be found on the attached Receipt, just click the link below Balance Due!
  
  Sub-Total              $1*****
  Sales-Tax              $0.00
  Total Due              $1*****
  Prepayment          $0.00
  Today's Payment   $0.00
  Credits                 $0.00
  Balance Due         $1*****
  Click here to pay now!
  
  Thank you for your business!
  
  Regards,
  
  Mr. ********************** Of Tulsa
  ************
  *******************************
  Tulsa, **************
  
  ***************************************************
  
  
  
  
  This is automated email from Servantia on behalf of Mr. **********************.
  
  
  03/20/24 04:43 PM - ************************
  To: ******************************* - ************************
  *******************************,
  
  To pay, open the attachment, click on the pay now link, enter the cc information, or call the office, or mail a check.  Attached is the receipt for Invoice ******* for your service call with Mr. **********************. 
  
  Sub-Total              $1*****
  Sales-Tax              $0.00
  Total Due              $1*****
  Prepayment          $0.00
  Today's Payment   $0.00
  Credits                 $0.00
  Balance Due         $1*****
  
  Thank you for your business!
  
  Regards,
  
  Mr. ********************** Of Tulsa
  ************
  3171-A S ***********
  Tulsa, Oklahoma 74134
  
  ***************************************************
  
  

*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. ↩