Broughton Appliance Service Inc.

In reply to customer complaint #***. All of our customers are advised of all charges incurred before the service is scheduled. An estimate for repair was given to Mr***. When we returned with parts we advised after assessing the situationfurther
that is would take longer to pull out the dishwasher than we had estimated which would mean more of a labor chargeWe explained to Mr*** the possibility of damage to the counter top or floor if we tried to pull out the dishwasher to repair. He declined the repair and was not charged for the second visit or any parts. I do apologize if I was rude to Mrs*** but Ido feel the charges were explained and fair. Sincerely,Bill B***

In reply to customer complaint #***. All of our customers are advised of all charges incurred before the service is scheduled. An estimate for repair was given to Mr***. When we returned with parts
we advised after assessing the situation
further that is would take longer to pull out the dishwasher than we had estimated which would mean more of a labor chargeWe explained to Mr*** the possibility of damage to the counter top or floor if we tried to pull out the dishwasher to repair. He declined the repair and was not charged for the second visit or any parts. I do apologize if I was rude to Mrs*** but I
do feel the charges were explained and fair
Sincerely,
Bill B***

Review: Our dishwasher was not working and we were referred by [redacted]. Glenn came out on Tuesday, April 19th. We paid $69 and got a quote for an additional $243 to do the fix. We decided to go ahead and get the repair done and called on Wednesday to tell them to go ahead and order the part. We called back on Thursday to find out when the part would be in. We were told everyone was in ‘training’ and it would be early the following week – but we would get a call on Friday. No call on Friday. We called Monday the 25th and were told they were still waiting on a part and didn’t know when it would be in but they would let us know. At this point I did not feel this was good customer service and asked for the part number so I could call another service provider. They called me back to tell me it would be in on Monday and then Glenn would be there Tuesday so we decided to stick with them to get this fixed as soon as possible.

Once he gets there, he advises us it’s going to be ANOTHER $60-$80 because it’s more work than he thought. Isn’t that why he came out the first time and we already paid $69? Then, he works on it, says he can’t get the dishwasher out and we’ll have to set up something with the owner.

I then spoke with the owner, Mr. B[redacted], and he was completely rude. He told me that our floor was installed inappropriately after the dishwasher was installed. Our house was built in 1948 and we have the original flooring. The dishwasher was installed in 2009 – so he is incorrect. They said they would either need to break the granite or rip up the floor. He refused to return the $70 that we paid for the service even though they basically wasted a week and were given incorrect information. We decided to just order a new dishwasher since that would be the same cost now to call another repair company. We ordered from [redacted] and the installer had the dishwasher out in 15 minutes. No issues with the floor or granite so clearly Broughton was incorrect.Desired Settlement: Refund of our $69.

Business

Response:

In reply to customer complaint #[redacted]. All of our customers are advised of all charges incurred before the service is scheduled. An estimate for repair was given to Mr. [redacted]. When we returned with parts we advised after assessing the situation