Dear Homestars Customers,
This customer called our office on Jan 19th, 2017 and booked an evening appointment on Jan 25th (at no extra charge). She informed us that her Kenmore stackable washer presented with the following symptoms: seized machine, smoke and full of water. After the technician’s visit, the washer was functional except for a broken lid switch which the customers opted to install themselves. The technician had to diligently track and repair burnt wiring in the cabinet frame and replaced a belt, this took about one hour. The grand total bill, including service call charge, part, labour and taxes, was $208.30. In the customer’s own words, here is a synopsis from an email dated March 9th, 2017:
“To be perfectly fair, we have no major complaints about the work performed..”
After the repair, the customer complained about the cost and was given a 20$ deduction on the spot. On January 31st she called the office to complain about the charges again and she verbally agreed to a 50% discount off the labour, which Appliance Surgeons offered her for customer service. On Feb 6th, 2017, the customer wrote us email and decided that she now wants 100% discount off the labour. We agreed, given 3 caveats as follows: she would not use our services again, we would not honour any warranty and she would cease all her fallacious statements, including about hidden fees, as all charges for labour and parts are clearly delineated on all our invoices.
The customer decided to complain to the BBB. After careful review of both sides, including all emails exchanged which we submitted to the BBB, their decision was rendered on April 4th, 2017 as follows:
“BBB has determined your company has addressed the issues within the complaint; therefore we have closed this case in our files.”
Appliance Surgeons is blessed to serve the community for over 15 years, people from all walks of life, government agencies, businesses, property management, rental properties and charitable organizations. We are certainly not infallible and are happy to work with any customer grievances as they arise. However, we have never been accused of charging “hidden fees”. As per her own acknowledgement, this customer called us with a broken washer, and was left with a functional one.
Appliance Surgeons has an A+ rating with the BBB and we also won their TORCH Award for Marketplace Trust in 2014. This is the result not only of our hard work and excellent communication and technical skills, but the dynamic interplay with our honest and reasonable customers.
