A & I Appliance Parts and Service

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Complaint: ***
I am rejecting this response because:
I was never told there was a service chargeIf you read his statement, he gives different amountsHe's not sure what he said...so how can he be telling the truth ? He also took it upon him self to mail me a check in the amount of $Since this time I had *** come out & yes, I needed a new basket plus the gentleman showed me other parts which were rottenI needed a new washerIf I would have let him replace the basket within weeks I would have had more problemsI don't believe he even looked any further than the basket.....
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I was never told there was a service charge. If you read his statement, he gives different amounts.... He's not sure what he said...so how can he be telling the truth ? He also took it upon him self to mail me a check in the amount of $85. Since this time I had [redacted] come out & yes, I needed a new basket plus the gentleman showed me other parts which were rotten.... I needed a new washer. If I would have let him replace  the basket within weeks I would have had more problems. I don't believe he even looked any further than the basket....
. 
Regards,
[redacted]

9/20/15To whom it may concern,On 8/27/15 received a call from [redacted] to repair a washer. The customer was informed by phone and during my visit that there is a trip charge of $89 which is applied towards the job. This is an industry standard for legitimate professional appliance repair...

companies. [redacted] knew this policy as she told me of her last repair from [redacted] that charged $160 for a trip charge which wasn't applied towards the repair and cost her over $300. After looking at her washer determined she needed a new basket, quoted her a price and ordered per her approval. I told [redacted] that it would take approximately 3 to 5 working days. | collected a check in the amount of $150 as a job deposit. [redacted] called me the next week (unsure of date) asking about the order. Contacted my distributor and was told it wasn't in yet.On 9/8 [redacted] called me asking about the part so I called my distributor once again and found that the part was damaged and was sent back. What [redacted] Corp sent in return was a part that had numbers that were transposed. This happens with every major corporation and is not within my control. [redacted] then became irate and cancelled the order and demanded her money back. I told her she could pick up a check at my store in the amount of $85. This check represented, the $150 deposit less $65 service call/diagnostic fee. only charged $65 as a senior discount and for her troubles. [redacted] was not happy with this amount then took it to another level by telling me l was "FULL OF [redacted]" on the address as to where to pick up the check ([redacted]). If someone becomes irate and curses at me reserve the right to hang up. I operate my appliance parts store from a frozen yogurt shop, which I own. I am licensed appropriately by the City of Philadelphia and display the proper licensing plaques at the door visible on the way in and out.On 9/9 [redacted] called me and asked if the check was at my store, said yes and hung up. At 4pm that day [redacted] and a man and a woman show up at my store. I receive a call from this man stating that there is a discrepancy in the amount of the check. I explained that the amount reflects the deposit less a trip charge and that this is an industry standard. Towards the end of our conversation this man then says to me, "You better think twice about this, your gonna be sorry, you'll regret this". My employee heard the whole conversation while this took place under my surveillance cameras. I took this as a threat, the next day I went to the police and filed a report #[redacted] at the ** District of Philadelphia. [redacted] and her posse then REFUSED to take the check and left.A and L has been in business since the 1950s. I have operated it since 1993. In 23 years have visited approximately 45,000 homes and have had less than 10 customer complaint issues that I am aware of.I have always charged a service call/diagnostic fee and always will. have been on [redacted] for the past 8 years and have an A+ rating with approximately 190 reviews. Why would come out to someone's house for free? That's an hour out of my day. I have expenses and overhead to cover. Earn not in business to give my time away for free.I feel that I have been more than fair in accommodating [redacted] even giving her a senior discount and a little more for her troubles. You can't expect a technician to drive to your house and spend the time to diagnose a problem for free. On a side note the part came in undamaged on 9/9. If [redacted] had declined to do the job on 8/27 there still would have been a service call charge, only it would have been $89 not $65. I would like [redacted] to provide me with the name of the man that was in my store as will be taking his threat to the next level.Keith K.

9/20/15
To whom it may concern,
On 8/27/15 received a call from [redacted] to repair a washer. The customer was informed by phone and during my visit that there is a trip charge of $89 which is applied towards the job. This is an industry standard for legitimate...

professional appliance repair companies. [redacted] knew this policy as she told me of her last repair from [redacted] that charged $160 for a trip charge which wasn't applied towards the repair and cost her over $300. After looking at her washer determined she needed a new basket, quoted her a price and ordered per her approval. I told [redacted] that it would take approximately 3 to 5 working days. | collected a check in the amount of $150 as a job deposit. [redacted] called me the next week (unsure of date) asking about the order. Contacted my distributor and was told it wasn't in yet.On 9/8 [redacted] called me asking about the part so I called my distributor once again and found that the part was damaged and was sent back. What [redacted] Corp sent in return was a part that had numbers that were transposed. This happens with every major corporation and is not within my control. [redacted] then became irate and cancelled the order and demanded her money back. I told her she could pick up a check at my store in the amount of $85. This check represented, the $150 deposit less $65 service call/diagnostic fee. only charged $65 as a senior discount and for her troubles. [redacted] was not happy with this amount then took it to another level by telling me l was "FULL OF [redacted]" on the address as to where to pick up the check ([redacted]). If someone becomes irate and curses at me reserve the right to hang up. I operate my appliance parts store from a frozen yogurt shop, which I own. I am licensed appropriately by the City of Philadelphia and display the proper licensing plaques at the door visible on the way in and out.
On 9/9 [redacted] called me and asked if the check was at my store, said yes and hung up. At 4pm that day [redacted] and a man and a woman show up at my store. I receive a call from this man stating that there is a discrepancy in the amount of the check. I explained that the amount reflects the deposit less a trip charge and that this is an industry standard. Towards the end of our conversation this man then says to me, "You better think twice about this, your gonna be sorry, you'll regret this". My employee heard the whole conversation while this took place under my surveillance cameras. I took this as a threat, the next day I went to the police and filed a report #[redacted] at the ** District of Philadelphia. [redacted] and her posse then REFUSED to take the check and left.
A and L has been in business since the 1950s. I have operated it since 1993. In 23 years have visited approximately 45,000 homes and have had less than 10 customer complaint issues that I am aware of.I have always charged a service call/diagnostic fee and always will. have been on [redacted] for the past 8 years and have an A+ rating with approximately 190 reviews. Why would come out to someone's house for free? That's an hour out of my day. I have expenses and overhead to cover. Earn not in business to give my time away for free.
I feel that I have been more than fair in accommodating [redacted] even giving her a senior discount and a little more for her troubles. You can't expect a technician to drive to your house and spend the time to diagnose a problem for free. On a side note the part came in undamaged on 9/9. If [redacted] had declined to do the job on 8/27 there still would have been a service call charge, only it would have been $89 not $65. I would like [redacted] to provide me with the name of the man that was in my store as will be taking his threat to the next level.Keith K.