Big 1 Appliance

The customer has simply restate her previous position except adding that she was not paying attention to the Service Manager who provided the quote, nor the Technician during the service call, and nor in making payment for the service.
Unfortunately the customer is wasting the Revdex.coms' time with this malicious complaint.  The customer has been aware of our service policy and charges for several years since she has previously paid service call charges as indicated on the attached invoices.
Lastly, the customer is also confused about the charges she paid a Sear's Technician.  Sear's does charge a trip charge but doesn't list it as a trip charge on the bill.  Instead Sears adds the charge into the total "labor charge" when the appliance is fixed.  I recently hired a technician who worked at Sears for several years so we are well aware of our competitor's charges.

There are several reasons why this complaint is not valid and a refund is not appropriate.
 
1 - The customer was given an estimate prior to the technician going to the customer's home.  The customer has used our service on at least 2 previous occasions and is aware of and has paid for...

the trip charge.  The trip charge includes the technicians time to diagnose a machine.
 
2 - The technician explained the trip charge at the time of his appointment at the customer's house.
 
3 - After receiving the estimate the customer waited several days before authorizing us to make the repair.
 
4 - At the completion of the repair the customer wrote a check for an amount identical to the estimate and gave the check to our technician.
 
5 - The following day, the customer called complaining about the trip charge.  The Service Department reaffirmed the original estimate which included the trip charge.  The customer responded with an obscenity. 
There are several reasons why this complaint is not valid and a refund is not appropriate.
 
1 - The customer was given an estimate prior to the technician going to the customer's home.  The customer has used our service on at least 2 previous occasions and is aware of and has paid for the trip charge.  The trip charge includes the technicians time to diagnose a machine.
 
2 - The technician explained the trip charge at the time of his appointment at the customer's house.
 
3 - After receiving the estimate the customer waited several days before authorizing us to make the repair.
 
4 - At the completion of the repair the customer wrote a check for an amount identical to the estimate and gave the check to our technician.
 
5 - The following day, the customer called complaining about the trip charge.  The Service Department reaffirmed the original estimate which included the trip charge.  The customer responded with an obscenity. 
There are several reasons why this complaint is not valid and a refund is not appropriate.
 
1 - The customer was given an estimate prior to the technician going to the customer's home.  The customer has used our service on at least 2 previous occasions and is aware of and has paid for the trip charge.  The trip charge includes the technicians time to diagnose a machine.
 
2 - The technician explained the trip charge at the time of his appointment at the customer's house.
 
3 - After receiving the estimate the customer waited several days before authorizing us to make the repair.
 
4 - At the completion of the repair the customer wrote a check for an amount identical to the estimate and gave the check to our technician.
 
5 - The following day, the customer called complaining about the trip charge.  The Service Department reaffirmed the original estimate which included the trip charge.  The customer responded with an obscenity.

I am rejecting this response because:
1) The provision of past invoices reflecting past practice do not obviate the responsibility for full disclosure of all charges associated with this current repair and the associated complaint.
2) I did not state that I wasn't listening to Vicky while she was on the phone, I stated that I was on the phone at the time the technician had completed the repair and I did not read the invoice in detail.
3) The itemized bill for labor for the recent repair that Sears made on my washer was  reasonable and the total labor charge was 115.00.  If, as purported , Sears includes a "Trip Fee" in the total labor charge and the "Trip Fee" is in fact  $95.00 as Vicky has reported, this would imply that the labor charge from Sears was a mere $20.00.  This highlights that perhaps both the labor charges and the trip fees of Big A are excessive.
4)  In light of the mission statement of the Revdex.com embedded below, I find the comment that my claim is "malicious" and "a waste of the Revdex.com's time"  to be arrogant and condescending.  Coupled with Vicky's rude and argumentative behavior when I spoke with her on the phone, I would say that these demonstrated behaviors on the part of Big A Appliance do little to advance the goals of problem resolution or customer engagement.  It is therefore not surprising that Big A is not recognized by the Revdex.com as a preferred service provider. To be so recognized would require  Big A to encompass respect, ethics and standards of intent in conducting their business.
Revdex.com’s mission is to be the leader in advancing marketplace trust. We do this by:
Setting standards for marketplace trust
Encouraging and supporting best practices by engaging with and educating consumers and businesses
Celebrating marketplace role models
Calling out and addressing substandard marketplace behavior
Creating a community of trustworthy businesses and charities
Respectfully submitted

Review: Maytag washer relay board shorted out. I was quoted a repair price of $298.00 for the part, $75.00 labor plus tax which totaled about $398.00.The repair was completed on 10/23/14 by a technician named Rick. He was efficient and polite. After the repair was completed, I was presented a bill for $487.16. The bill included a "Trip Charge" of $89.95. I object to this charge for two reasons:1) At NO TIME was a "Trip Charge" disclosed to me prior to the repair. 2) Since the business is located approximately 6 miles from my home, I find this charge to be excessive and exploitive.Desired Settlement: Due to none disclosure of the "Trip Charge" I am requesting a refund of this charge.

Business

Response:

There are several reasons why this complaint is not valid and a refund is not appropriate.