Famous Appliance Service Company

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

The customer was refunded within less than a week of making the complaint. The problem was that it takes a couple days for the refund to go through. He was refunded $270.33 with the receipt number #***, so he can check with his bank and see when that hit his account.

Sorry for the inconvenienceWe're looking into it, and will be refunding the money

Whoever called to schedule us, whether it was your wife or yourself, was told that it is $to go out and take a look at your applianceThis is one of the first things we do when we schedule our customersThe $is taken off when the work is done, which you agreed to have done, but then cancelled, which means that the trip charge is still applicableWe did not charge you a cancellation fee in this situation either, because we felt that was unfair. An invoice was sent to youIf you didn't get it, you are more then welcome to request another one Obviously, the job would be cheaper if you did it yourself, so we're glad that you got your appliance fixedAs an owner of an HVAC company, I'm sure you have a mark up on your parts as well, unless your company is a one-man band, which means that you have less expenses anyway and can afford to do jobs for cheaper since you'd be getting all the profitWhether you wanted to accept the vent clean or not, that's something that could only help you as you're in the process of trying to sell your homeIf you don't want our help, that's fineDon't use usWe worked hard to try and resolve your situation, and you didn't accept our offer We are not obligated to give the trip charge and diagnostic fee backOur tech went out, and since it was a handle there is no possible way that he diagnosed your problem incorrectlyIt wasn't our fault or your fault that the parts didn't come in a timely matter, and we refunded what we could according to company policies and procedures. Also, since when did the Revdex.com become a tool to extort money from businesses?

We've actually already refunded the customer the disputed amount

All the staff at Famous Appliance that spoke with Mr*** have worked their best to come to a solution of this customer's complaintWhen the customer called to schedule, we explained that it would be $(plus tax) to go out and diagnose the machineThe customer agreed to it, and so we sent
our technician to take a look at the applianceThe technician gave the customer a bid, which was accepted, and the customer was charged for just the price of the partThis could have been due to the fact that it was just a refrigerator handle and so it wouldn't require much effort to install the part, but typically, labor is charged for every job we go out toThis is the first example showing that our company was treating the customer fairly and in no way trying to get the best of himOur technician then found the proper part number and found out that it would be a factory order part, and accordingly told the customer that it would take longer due to the fact that all factory orders usually come within 7-days, sometimes moreAfter a period of time of not getting his part, the customer called for an ETAWe called the factory to check when the part would be coming in, and each time they told us that they would call us back within the next day or two, but the factory never got back with us eitherWhen we told the customer that we didn't have a definite time the part would arrive he was reasonably upset, so we offered to refund him for the partNormally, our company has a fee of at least 25% when there is a cancellation on an order of partsThis is something that can be found on all of our invoices, which all customers sign before we do any workWe realized that in this case, however, the customer was not at fault, and so we told him that we would not be charging the cancellation fee because this situation was beyond any of our controlWe refunded all but the trip and diagnostic fee due to the fact that our technician still had to go out and research the parts and how to fix the applianceThere isn't another way we could have known which particular door handle this particular refrigerator needed, because parts are uniquely built and vary from company to company. As our receptionists have the job of scheduling appointments and it is the technician's to provide the actual technical experienceThere is no way that they could have helped Mr*** find the part number for the part that he needed to fix his refrigeratorFor this reason, it is company policy that we send a technician, and that for each trip we make, there will be a service fee of $60.We also realized that this wasn't our customer's fault that we were unable to fix his appliance, and so we offered to give him a dryer vent clean, which lessens the risk of your house catching fire and increases the life of your dryerThis service currently has the coupon value of $within our company, and so we explained to Mr*** that while we couldn't refund the trip and diagnostic fee, that this is a service we would do for free to make up for the inconvenience of not having his refrigerator handle for over two monthsMr*** then said that he wanted nothing to do with our companyWe believe that we have tried to do everything to reconcile this situation, and the customer is not obligated to agree with our practices, but we feel strongly that we have treated him in a fair manner and offered a reasonable solution. We believe this situation to be resolved

We're sorry, but will not be refunding your trip and diagnostic feeThat is only waived on the repair, we spent the time going out and diagnosing the machine, and you knew the terms before agreeing to our chargeParts from GE actually *often* cost more than $20, and we know because we buy
parts all the timeWe also warranty our work and our technicians are professionals that are highly trainedYou knew that the trip was $100, which would logically imply that we're not driving all the way out to Liberty to repair your dishwasher for $Also, while you might be able to buy a new dishwasher for the price of the repair, you would additionally have to pay for installationAnd good dishwashers are actually usually between $400-600(+)Our company has been in business for over years, and we practice standard business practices and have many satisfied customersOur bid is good for daysPlease call the office if you have any questions

You mean the price of the part is actually more than $20? Wow, and according to you, GE doesn't sell one part that's worth more than $20, and you turn around and tell me that this one is $60.50, plus tax, and probably shipping and handling?  Not to mention you needed TWO of the springs. We're already up to at least $121 just on springs. The technician would also have to drive out to Liberty twice (once to go out and diagnose it, and once to go install the springs) which is a 45 minute drive out of our regular service area. That means he would be spending 3 hours driving to your home total during our busiest time of year. We have to cover the gas to go to and from your home, the price of the parts, we offer a 1 year warranty (so if your springs go bad for any reason, we would have to replace them again at no additional cost to you), we have to pay for our phones so that we can take your calls when you need to contact us, and internet so that we can answer your complaint here on the Revdex.com, we have to pay for electricity to run our phones and computers, we have to pay for receptionists to take your calls, and the wages of the technicians who actually fix your appliance. We have to pay taxes just for having employees, insurance for our vehicles, business licensing fees, and workers comp, and you still want to tell us that we're being fraudulent for charging you $174 over the cost of the price of parts for at least 4 hours of a PROFESSIONAL's time? I think not. We're a business, not a charity. If it's an easy repair, you should've gone without your dishwasher until you got back in town and fixed it yourself. Assuming you were capable of making the diagnosis on your own. As it stands, you called a professional out to do it, and in no way does that make our business practices fraudulent. We stand by our decision, we will not refund you the money that you agreed to pay before we spent our time driving out to you and diagnosing your machine.

Complaint: [redacted]
I am rejecting this response because: The business practice is fraudulent.  Yes, I did agree to the fee, but as I stated in the original complaint, this agreement was based on an assumption of reasonable business practices.  I've attached a copy of the parts, and pricing list from GE.  The spring that needed to be repaired costs $60.50, directly from GE, and the repair is easy.  The price quoted for the repair was made specifically to cause us to refuse the repair so the repairman could collect the $106.85 as quickly as possible, and leave.  That is fraud.  If the cost of the repair had been reasonable we would have been happy to pay for it.  As it is, Famous Appliance is preying on unsuspecting people who need help.  I believe the contract out the repairs to whoever will agree to share a percentage of the repair fee with them, but are allowing these repairmen, or exhorting them, to charge exorbitant, and unreasonable fees.  So, after agreeing to pay a fee just for showing up (under the assumption of reasonable fees for the service) victims are faced with either paying a ridiculous and huge bill, or losing the money they agreed to.  It's a bad deal for the victim either way, and a windfall for the repairman/Famous Appliance either way.  It's wrong, and I want the money that was stolen from us returned.
Sincerely,
[redacted]

We apologize for any confusion. Our software isn't capable of bringing up a blank invoice to show you what you were signing. For this reason, our company provides a laminated sample copy of the invoice, which our technician showed to you before you signed. Most of the time, we're able to fix the...

machines we look at in the same day, which is why the wording indicates that the machine was left in a workable condition. However, there are times where that is not the case, and so we will change the wording on future invoices so that it will be applicable for those that have to wait for the part to come in. I spoke with the technician that went to your home, and while he said it's true that it doesn't take that long to install a door switch, he would never tell a customer that it would take 40 minutes to put one in. Our technicians are professionals and work hard so that they can be out of your home in as little time as possible as a convenience to our customers because we recognize the value of your time. Just because our techs have taken the time to learn a skill and perform it well in as little time as possible, doesn't mean that they should have to charge less. However, I will follow up with Char and the refund department to see why you were never called back, because we recognize the importance of communicating with our customers.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I will not be satisfied because I have not got my money back. I was NOT told there would be a 60 dollar charge. I never received and invoice for anything! I never received any paperwork or emails or nothing. We never signed anything when he "gave us a bid" but did say that they were just charging us for the part now but would for the labor after the installation of the part. So how would I know that there was a cancelation fee that they are claiming I should know about. I am angry because of the lack of communication given to me even when I asked for it many times. Even if the factory didn't call them then that should be communicated back so I know what to expect! Not wait until someone calls back again and again to find out. I like to support Utah companies to do work because I believe in such things, because I am a Utah company, but when there is NO communication with a customer then you fail them and yourself. Then trying to offer me something that was not asked for or needed, I was offended because the "reasonable solution" that was offered did not a problem fix, it was a attempt to cover up the problem and the fact that they failed to do what was expected and that they told me would be fixed. I don't go to a customers home and if I cant fix their furnace or Air Conditioner offer to fix their TV, that is not why they called me there. I am there to communicate and get it fixed within expectations that are given at the time of the visit. If I cant fix something that I come across, which does happen, I will try and help them find someone that can fix the problem for them. Which seems to be liked by everyone I have helped in that way. I do not offer to wash their windows and expect the furnace to get fixed based on my washing skills. It just doesn't make sense.I guess the one thing I can thanks them for is showing how important it is to my customers that I communicate with them to fulfill their expectations and timeline. I like it a lot better to get a call from a customer who is happy with what I have done then one that has been ignored and pushed aside. I would much rather lose a few dollars then have someone that will never call be back for future business. Because in the long run people like to call people they trust back when they have done them good work. A much better feeling knowing that I have helped someone rather then just take their hard earned money and will never get the call back or referral. I also will continue to supporting Utah companies, just not this one. That is my recommendation to everyone out there. Also just to be noted I found the part, from the factory, and installed it myself for less then 30 dollars.
Sincerely,
Mr. [redacted]

The customer was refunded within less than a week of making the complaint. The problem was that it takes a couple days for the refund to go through. He was refunded $270.33 with the receipt number #[redacted], so he can check with his bank and see when that hit his account.