At Your Service Appliance Repair, Inc.

We were contacted by Mrs*** on 4/25/about her *** refrigeratorWhen she called in she told us that her refrigerator was leaking water and she had spoken to *** about the problemsShe stated that her refrigerator was years old and the repairs were not covered in warrantyShe
also stated that while she was on the phone with *** that they have given her a special authorization number that would cover any parts that were needed, but that she was going to be responsible for paying our trip and diagnostic charge along with any labor charges for the repair of her refrigeratorOn 4/29/my technician went to her home and diagnosed that she would need to have the liner of her refrigerator resealed with silicone. We gave her an estimate for what additional labor would be involved for the repair and she said she would think it over and let us know if she wanted to proceed with the repairsHe collected $for the trip and diagnosis of her refrigerator.On 5/19/Mrs*** called back in and said that she wanted the repairs completed and she had obtained another special authorization number to cover the labor needed for the repairsWe scheduled her for service on 5/24/and the technician completed the repairs. He did not charge her anything for this second visit as the authorization number she obtained from *** covered the labor charges for this visit, and her previous authorization covered the parts.I did speak to Mrs*** after this second trip to her homeI explained that the trip charge that she paid was for her trip and diagnosis charge that she paid on 4/29/and that I had already checked with *** and they told me that we were due this chargeI explained this to Mrs*** and advised her to call *** and check this out, as I had just talked to them shortly before I talked to her*** gave her the second authorization after we had already diagnosed her refrigerator, not beforeFor that reason she is not due the refund that she is asking for.Sincerely,*** At Your Service Appliance Repair, Inc

First of all, it's terrible customer service to not contact a customer who leaves you multiple messages....that's just plain bad business, regardless of the situation.  I told [redacted], after being advised from the manufacture, that he should simply put the trip charge in the overall labor concession, and that would have taken care of the entire situation. I see it as being down right lazy for not doing that, and for most of all not ever contacting a customer after you specifically said you would upon returning from vacation.   I will never do business with your company, and will make sure to let everyone one we know that they should go elsewhere.  Not sure how the owner would feel about the way a customer was taken care of, over such a small amount of money!Sincerely, [redacted]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

04/28/2015
 
ATTN:
[redacted]
RevDex.com Serving Greater Kansas City
[redacted]
 
RE:         Revdex.com Case #:...

[redacted]
                Consumer Name: [redacted]
                Referral Date: 04/09/2015
 
Dear
Mr. [redacted]
 
We
are in receipt of the above referenced Revdex.com complaint
referral.  We have reviewed the
consumer’s complaint along with available records regarding this consumer’s
appliance service experience.
 
Based
on our review of the information provided in the complaint, along with the
available service history, we have found the consumer is being provided a very
generous goodwill gesture which we were not legally obligated to make.  This offer is being made by mail on 4/29/2015
and we believe once Mr. [redacted] receives this offer he will agree to accept it.
 
Mr.
[redacted] is a valued customer and we regret any inconvenience they may have
experienced. 
 
Thank
you for referring this complaint to us and for allowing us the opportunity to
respond.
 
Best
Regards,
 
 
[redacted]
At Your Service Appliance Repair,
Inc.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.
Regards,
[redacted]