Complaints

• Initial Complaint

  11/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A technician from this company came to our house to repair our dishwasher. He did complete the repair and our dishwasher works fine now. However, in the process, the technician insisted that our shelving in the kitchen be moved. My husband said that he needed to move some things off the shelf first. The technician then pulled at our shelves twice while my husband was trying to remove things from the shelf, ripping the floor in the process. My husband did not say anything in the moment as I’m not sure he knew what to do. He did take pictures of the technician working on the dishwasher right next to the ripped floor. The technician did not say anything about the ripped floor and seemed to not have even noticed. The technician seemed very rushed throughout the whole process and didn’t even install the dishwasher back in correctly (my husband had to reinstall it so the door moved correctly). After the technician left, my husband called the company and they said they would do an investigation. We were told that someone was going to come to our house today to look at the floor. We are now getting the runaround and they said they would be here around 10:30 (it is 12:20). The company is very hard to communicate with. I have called the same number twice getting different people each time. Once I talked to the technician that was at our house last week, and he is continuing to claim that my husband helped him move the shelves which is not true. I would like them to pay for the damages that they caused.

  Business response

  12/09/2022

  On Nov. 15, 2022, a technician was sent to repair a dishwasher at the customer's address. In Front of the dishwasher, there was a heavy pantry shelf that needed to be moved to create room for accessibility. Per our company policy, we don't allow technicians to move any furniture or even appliances if it may cause a hazard to them or possibly damage property. The tech asked the owner if he could move the shelf but he couldn't by himself. He asked the tech to help move by pulling on one side while he pushes from the other. At no point was there a conversation about emptying the shelf since it was stacked full of food items. Our tech was not aware of any damages that had happened to the rollable vinyl floor and the owner did not point it out at the time either until a few days later.
  

  Kim-Tec made efforts to reach out to try to come to a mutual agreement but the owners now state that the tech did all the damages by himself, to the extent of threatening to take legal action. 
  

  The investigations came to the conclusion that damage was done and both parties were equally involved. We are willing to help cover partial costs of repair in goodwill but not issue a full refund on work already completed.
  

  If there's any way we can assist please feel free to reach out to us.
  
  Kim-Tec Services

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