March 21,2017 Regarding: *** *** *** *** ** *** ** *** ID#*** To Whom It May Concern: *** requested service for two appliances VIA an online request on November 22, He filled out forms due to request for appliances and our technician discussed this with him. He does agree that he requested service for both appliances, and even though he did not approve the repairs, we do have service charges and they were explained by our technician The customer was also sent a copy of both invoices, showing both appliances and the amount paid Both invoices show they were sent to *** at the same time, so I can’t comprehend how he can say he wasn’t aware of these charges, when our technician discussed the charges with him, while in the house and then after service the customer was sent a copy of each invoice However, the customer did file a dispute on the charge and, we were asked to prove our case by the credit card merchant We provided all necessary documentation to support why the charge should not be reversed, and per the decision from the credit card processing company both charges were found to be legitimate. We pride ourselves here at Columbine with having good customer service and many positive reviews, which is one reason why we have been in business so long Unfortunately not all situations have a mutual agreement, and this may be one of those situations. Regards, Steve D*** Customer Service Manager Columbine Appliance & Fireplaces
Their advertising practice is a bait and switchThey send a text message indicating they have a $diagnostic fee, which will be applied toward the total estimate if the customer chooses to have repairs madeThey quoted me $for the work, but instead of applying the $95.00, the total was $with no application of the diagnostic feeThe manager admits the wording of the text message is intentionally misleading to "compete with the other guys." He refused to refund the diagnostic fee and said "I guess some people have a different opinion of what the word 'applies' means."
Complaint: ***
I am rejecting this response because: There was no service performed on the DishwasherWhen I originally tried to schedule an appointment online, I had to fill out separate forms for each applianceI was interested in finding out the cost to repair the Microwave and DishwasherWhen I received a reply from Columbine Appliance it was only in reference to the MicrowaveWhen the Technician arrived at my home there was no mention of the Dishwasher needing serviceHe asked about the microwave handle that was brokenI asked him to show me how to replace the handle because I found the handle online shipped to my home for $and Columbine had quoted me $plus $for the microwave door skirt that the Technician claimed breaks off when you remove it and has to be replacedBTW, it did not break off when I replaced the handle.After he showed me how to take off the skirt to access the bolts to install the handle, I asked if he could look at the dishwasher that I had not used in over a year because it was turning off mid cycle and the lights flashed on the control panelWithout hesitation, he replied, "I would just buy a new oneThe cost to repair it will be as much as buying a new one." I asked if he could at least tell me what was wrong since he was hereHe then, pushed the start button and said, "Sounds fine to me!"At this point, I explained that it will turn off and cannot be restarted unless it is unplugged and then plugged back inAgain, the technician replied, "Honestly, you can find a new one for $400-$I would just buy a new oneHe didn't diagnose the dishwasher as stated in their replyHe gave me a verbal observation. He then told me it was $for the Microwave and I gave him my CCHe said he would e-mail a receiptThe receipt for $for the microwave showed up in my mailbox a few minutes laterI never received an invoice for $for the Dishwasher in my e-mailI noticed the charge when I received my CC statement and immediately e-mailed ColumbineThe reply stated that they could send me the invoice if I did not receive it a mont agoI asked for the charge to be removed and they did not replyI called Columbine on 12/27/and I explained that the technician did not diagnose the dishwasher only gave me verbal adviceHe replied, "WowI will look into that and call you back this afternoon." I did not receive a call backI then contacted my CC company disputing the charge.Their pricing breakdown for each visit and each additional appliance has never been explained to me until their replyI am willing to pay $for the Microwave since they came out for appliance, but I would like them to credit back $for the DishwasherThis could have all been resolved over the phone if they had called back or had any sense of customer service
Regards,
*** ***
Again, I am sorry for this issueIt sounds as though something has changed and a component may have failedColumbine will concession the trip and diagnostic charges but the customer will be responsible for any additional parts and labor required to fix the unitThanks and please contact me with additional concerns, *** ***
I made an appointment to have my Microwave handle replacedThe service technician told me the cost and given the high price I asked that he show me how to replace the handleHe showed me and it was very helpful and cost $for the service call and the directions
I mentioned my dishwasher was broken and without diagnosing the issue or doing anything to the dishwasher he tells me to buy a new oneHe then e-mails me my receipt and it was $A month later my CC statement indicates I was charged $I was charged $for him to tell me to buy a new dishwasher without providing any serviceI sent an e-mail questioning the charge and they said they could send the other invoice if it wasn't sent a month priorThey did not send the invoiceI called and someone said they would look into it and get back to me, they did notI filed a dispute with my CC company and they sided with Columbine because they provided them with the second invoiceI was not informed I was being charged th
Disagreement and understanding versus a trip charge vslabor charge for appliance repair work I was told work performed would be $210, but was asked to pay an additional $because I declined to move forward with a repair on another appliance I was told the $for work performed included a "diagnostic charge" plus additional labor and parts, but when I made the apptI specified the work to be performed (there as no diagnosis, the work was to replace a door gasket which the tech had available) When I disputed the charge and called the company with the tech still on site, I was told they would rip it all out if I didnt' pay The tech removed the installed gasket, and did not install the the gasket I previously had, making my oven unusable Several arguments with management later and no resolution was offered Each conversation was a rehashing of my lack of understanding and unwillingness to pay what I didn't think was agreed to
We quoted this customer a $for a trip and service call on the first appliance and for the 2nd appliance was quoted $which is our standard discount for any 2nd appliance prior to ever going out to her home when she set the appointmentColumbine Appliance bases all service calls on a National
Blue Book Code which is used in the Appliance Industry this is no different than taking your car in to be serviced and they do a repair off of a book codeAt this time our technician took multiple extra parts with him to fix this for her on the first trip and was prepared to fix the unit he quoted a repair of $for the *** range and $for her down draft, different appliances. She declined the repair of the down draft so therefore the service call on this was $since she declined this estimateThis is what was quoted prior to us arriving at the homeShe did accept the quote of $for the range which our technician repaired the unitThis is when he had asked for the payment of $and the customer did not think she should pay this amount. Since she refused and told my tech to get out, the only option we had at this time was to remove the new gasket and give back the bad gasket and leave as soon as he could apparently per the customer the old gasket was not completely put back together proper thenWe offered to have a different tech come out but no matter what we offered she was not happyUnfortunately every time I attempted to explain the situation she refused to listen to what I had to say and only wanted to keep letting me know that we should not charge a fee to come to a home as in her experience she knows lots of companies that do fee estimatesWe let every customer know up front there is a charge prior to going out most companies tell the customer free with repair, we are just more upfront and let the customer make the decision prior to us going outShe required to only speak to the owner and he decided this customer would never be happy with our services and waved all service calls and had her call a different service company
Called Columbine Appliance out to replace the igniter on my oven, typically a $40-partI didn't bother shopping around as I have had good service previously and they are local
The technician shows up and replaces the part and minutes later produces a $invoice
Absolutely excessive by any standard! I called to complain but the service mgr just justified their pricingBuyer beware with Columbine
The service at *** *** *** began 12/18/The repair did take several attempts to make the proper correctionOur last trip to the residence was 3/31/At that time the customer was using the unit to test it***, our operations manager told the customer he would extend the warranty of
the product to the fall of which is beyond our day period due to the warmer months approaching and the fire place would not be usedMr *** called our office almost months after the extension agreement was madeAt this time *** consulted with Mr *** and the units had been working just fine until the day before he called. I am sorry to hear Mr *** is having additional issue with his fireplace, but gas fireplaces do require maintenance and this is why we can't give his unit or any other an open ended warranty *** offered to set up a service call to diagnose the issue, at that time Mr *** suggested that he wanted his money backWe can't refund his repair in good faith since the unit has been working since 3/31/14Please call me direct if you have more questions or concerns, *** ***
***
Bureau ...⇄ February 27, 2016 Attn:[redacted] 8020 S County Rd 5 Fort Collins, CO 80528 Re: [redacted]
[redacted]
[redacted]
[redacted] To Whom it May Concern: [redacted] at the above listed address requested service online from Columbine Appliance on November 22, 2016 for two appliances. The first appliance was a [redacted] dishwasher, model # [redacted], with a complaint that the dishwasher would not turn on, or if it does it will begin a cycle then turn off. The second appliance was for a [redacted] microwave, model # [redacted] in which the complaint was the handle broke off. He requested an appointment for November 25, 2016. Our service call for a single appliance is $89.00, for the first appliances and we give a $30 discount for each additional appliance there after making a second appliance charge $59.00. Our service tech arrived at the customer’s home as scheduled, at this time he diagnosed the dishwasher and found the drain pump noisy, gave an estimate of $300 for parts and labor which included the $89.00. Mr. [redacted] declined the estimate, thus resulting in the service call for the first appliance of $89.00. Our tech proceeded to diagnose the microwave and gave an estimate of $350 parts and labor which included the $59.00 service call. Again, Mr. [redacted] declined the repair at this time, resulting in the $59.00 service call for the second appliance, which brought the total to $148.00. The technician at this time asked for a form of payment, quoting the $148.00 as the total for both appliances. Mr. [redacted] gave our technician a bank card, and our technician charged that card for both appliances. At this time the customer was also sent a copy of each invoice via the email address he provided to us. The customer did call in to discuss the charge on his bank card which he went over with our accounts receivable clerk, and he was told why he was charged $148.00. At that time we thought we clarified and that was the end of the issue. At a later date the customer then filed a dispute with his credit card company, which we in turn responded to by providing a copy of both invoices. The credit card company had reversed charges to credit the customer back, until we provided the credit card company reviewed our invoices, at which time they reimbursed us for our services rendered. Regards, Steve D[redacted] Customer Service Manager
Complaint: [redacted]
I am rejecting this response because:Mr. [redacted] made the statement "The service at [redacted] began 12/18/13". This is incorrect. The first service visit was on 04/01/13, eight months prior and was followed by another appointment on 04/11/13. I have the appointment confirmation emails. This point is to illustrate how long I've been dealing with this problem. [redacted] did agree to extendthe warranty to the fall of 2014 but, since we don't use the fireplace during warm months, I can't comment on its function until Oct/14 when we started using it occasionally. It would work for a while but would periodically turn off, requiring us to relight the pilot. We were living with it thinking maybe this was as good as it would get until last week when it shut offand wouldn't stay on at all. That's when I talked to [redacted] prior to making this complaint, and suggested what I believe is a fair resolution to this issue.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I just discovered the error in this case to explain how I could possibly not understand why I was being charged $89 more than I was told. Please take a look at the bottom of the first Image submitted. The email address is my current address [redacted] which I quoted to Terry as I new Columbine had my old email address [redacted] on file which is the address shown at the bottom of Image 2, the second invoice sent.So, Terry did send the first email Invoice for $59 to my correct address and then sent the second invoice for $89 to my old address. Again, I was not made aware of the charge prior to being charged the fee of $89, which should have been the first Invoice according to their policy. If I remember correctly, the first appliance is $89 and the second appliance is $59. So, why then did we spend the first 20 minutes going over the microwave and then 30 seconds discussing the Dishwasher. I was charged $59 for the first appliance that he showed up for (microwave) and again Terry never mentioned the Dishwasher, I brought it up after the microwave discussion. Again, I would gladly pay the $89 for the 1 appliance. Therefore, I am asking for a $59 dollar refund.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:I appreciate Mr. [redacted]'s offer to waive the charge for another service visit but, with the history of service visits and money I have spent, I don't have confidence that Columbine Appliance can fix the problem so I do not accept.
Regards,
[redacted]
March 21,2017 Regarding: *** *** *** *** ** *** ** *** ID#*** To Whom It May Concern: *** requested service for two appliances VIA an online request on November 22, He filled out forms due to request for appliances and our technician discussed this with him. He does agree that he requested service for both appliances, and even though he did not approve the repairs, we do have service charges and they were explained by our technician The customer was also sent a copy of both invoices, showing both appliances and the amount paid Both invoices show they were sent to *** at the same time, so I can’t comprehend how he can say he wasn’t aware of these charges, when our technician discussed the charges with him, while in the house and then after service the customer was sent a copy of each invoice However, the customer did file a dispute on the charge and, we were asked to prove our case by the credit card merchant We provided all necessary documentation to support why the charge should not be reversed, and per the decision from the credit card processing company both charges were found to be legitimate. We pride ourselves here at Columbine with having good customer service and many positive reviews, which is one reason why we have been in business so long Unfortunately not all situations have a mutual agreement, and this may be one of those situations. Regards, Steve D*** Customer Service Manager Columbine Appliance & Fireplaces
Their advertising practice is a bait and switchThey send a text message indicating they have a $diagnostic fee, which will be applied toward the total estimate if the customer chooses to have repairs madeThey quoted me $for the work, but instead of applying the $95.00, the total was $with no application of the diagnostic feeThe manager admits the wording of the text message is intentionally misleading to "compete with the other guys." He refused to refund the diagnostic fee and said "I guess some people have a different opinion of what the word 'applies' means."
Complaint: ***
I am rejecting this response because: There was no service performed on the DishwasherWhen I originally tried to schedule an appointment online, I had to fill out separate forms for each applianceI was interested in finding out the cost to repair the Microwave and DishwasherWhen I received a reply from Columbine Appliance it was only in reference to the MicrowaveWhen the Technician arrived at my home there was no mention of the Dishwasher needing serviceHe asked about the microwave handle that was brokenI asked him to show me how to replace the handle because I found the handle online shipped to my home for $and Columbine had quoted me $plus $for the microwave door skirt that the Technician claimed breaks off when you remove it and has to be replacedBTW, it did not break off when I replaced the handle.After he showed me how to take off the skirt to access the bolts to install the handle, I asked if he could look at the dishwasher that I had not used in over a year because it was turning off mid cycle and the lights flashed on the control panelWithout hesitation, he replied, "I would just buy a new oneThe cost to repair it will be as much as buying a new one." I asked if he could at least tell me what was wrong since he was hereHe then, pushed the start button and said, "Sounds fine to me!"At this point, I explained that it will turn off and cannot be restarted unless it is unplugged and then plugged back inAgain, the technician replied, "Honestly, you can find a new one for $400-$I would just buy a new oneHe didn't diagnose the dishwasher as stated in their replyHe gave me a verbal observation. He then told me it was $for the Microwave and I gave him my CCHe said he would e-mail a receiptThe receipt for $for the microwave showed up in my mailbox a few minutes laterI never received an invoice for $for the Dishwasher in my e-mailI noticed the charge when I received my CC statement and immediately e-mailed ColumbineThe reply stated that they could send me the invoice if I did not receive it a mont agoI asked for the charge to be removed and they did not replyI called Columbine on 12/27/and I explained that the technician did not diagnose the dishwasher only gave me verbal adviceHe replied, "WowI will look into that and call you back this afternoon." I did not receive a call backI then contacted my CC company disputing the charge.Their pricing breakdown for each visit and each additional appliance has never been explained to me until their replyI am willing to pay $for the Microwave since they came out for appliance, but I would like them to credit back $for the DishwasherThis could have all been resolved over the phone if they had called back or had any sense of customer service
Regards,
*** ***
Again, I am sorry for this issueIt sounds as though something has changed and a component may have failedColumbine will concession the trip and diagnostic charges but the customer will be responsible for any additional parts and labor required to fix the unitThanks and please contact me with additional concerns, *** ***
I made an appointment to have my Microwave handle replacedThe service technician told me the cost and given the high price I asked that he show me how to replace the handleHe showed me and it was very helpful and cost $for the service call and the directions
I mentioned my dishwasher was broken and without diagnosing the issue or doing anything to the dishwasher he tells me to buy a new oneHe then e-mails me my receipt and it was $A month later my CC statement indicates I was charged $I was charged $for him to tell me to buy a new dishwasher without providing any serviceI sent an e-mail questioning the charge and they said they could send the other invoice if it wasn't sent a month priorThey did not send the invoiceI called and someone said they would look into it and get back to me, they did notI filed a dispute with my CC company and they sided with Columbine because they provided them with the second invoiceI was not informed I was being charged th
Disagreement and understanding versus a trip charge vslabor charge for appliance repair work I was told work performed would be $210, but was asked to pay an additional $because I declined to move forward with a repair on another appliance I was told the $for work performed included a "diagnostic charge" plus additional labor and parts, but when I made the apptI specified the work to be performed (there as no diagnosis, the work was to replace a door gasket which the tech had available) When I disputed the charge and called the company with the tech still on site, I was told they would rip it all out if I didnt' pay The tech removed the installed gasket, and did not install the the gasket I previously had, making my oven unusable Several arguments with management later and no resolution was offered Each conversation was a rehashing of my lack of understanding and unwillingness to pay what I didn't think was agreed to
We quoted this customer a $for a trip and service call on the first appliance and for the 2nd appliance was quoted $which is our standard discount for any 2nd appliance prior to ever going out to her home when she set the appointmentColumbine Appliance bases all service calls on a National
Blue Book Code which is used in the Appliance Industry this is no different than taking your car in to be serviced and they do a repair off of a book codeAt this time our technician took multiple extra parts with him to fix this for her on the first trip and was prepared to fix the unit he quoted a repair of $for the *** range and $for her down draft, different appliances. She declined the repair of the down draft so therefore the service call on this was $since she declined this estimateThis is what was quoted prior to us arriving at the homeShe did accept the quote of $for the range which our technician repaired the unitThis is when he had asked for the payment of $and the customer did not think she should pay this amount. Since she refused and told my tech to get out, the only option we had at this time was to remove the new gasket and give back the bad gasket and leave as soon as he could apparently per the customer the old gasket was not completely put back together proper thenWe offered to have a different tech come out but no matter what we offered she was not happyUnfortunately every time I attempted to explain the situation she refused to listen to what I had to say and only wanted to keep letting me know that we should not charge a fee to come to a home as in her experience she knows lots of companies that do fee estimatesWe let every customer know up front there is a charge prior to going out most companies tell the customer free with repair, we are just more upfront and let the customer make the decision prior to us going outShe required to only speak to the owner and he decided this customer would never be happy with our services and waved all service calls and had her call a different service company
Called Columbine Appliance out to replace the igniter on my oven, typically a $40-partI didn't bother shopping around as I have had good service previously and they are local
The technician shows up and replaces the part and minutes later produces a $invoice
Absolutely excessive by any standard! I called to complain but the service mgr just justified their pricingBuyer beware with Columbine
The service at *** *** *** began 12/18/The repair did take several attempts to make the proper correctionOur last trip to the residence was 3/31/At that time the customer was using the unit to test it***, our operations manager told the customer he would extend the warranty of
the product to the fall of which is beyond our day period due to the warmer months approaching and the fire place would not be usedMr *** called our office almost months after the extension agreement was madeAt this time *** consulted with Mr *** and the units had been working just fine until the day before he called. I am sorry to hear Mr *** is having additional issue with his fireplace, but gas fireplaces do require maintenance and this is why we can't give his unit or any other an open ended warranty *** offered to set up a service call to diagnose the issue, at that time Mr *** suggested that he wanted his money backWe can't refund his repair in good faith since the unit has been working since 3/31/14Please call me direct if you have more questions or concerns, *** ***
***
Better Business...
Bureau ...⇄ February 27, 2016 Attn:[redacted] 8020 S County Rd 5 Fort Collins, CO 80528 Re: [redacted]
[redacted]
[redacted]
[redacted] To Whom it May Concern: [redacted] at the above listed address requested service online from Columbine Appliance on November 22, 2016 for two appliances. The first appliance was a [redacted] dishwasher, model # [redacted], with a complaint that the dishwasher would not turn on, or if it does it will begin a cycle then turn off. The second appliance was for a [redacted] microwave, model # [redacted] in which the complaint was the handle broke off. He requested an appointment for November 25, 2016. Our service call for a single appliance is $89.00, for the first appliances and we give a $30 discount for each additional appliance there after making a second appliance charge $59.00. Our service tech arrived at the customer’s home as scheduled, at this time he diagnosed the dishwasher and found the drain pump noisy, gave an estimate of $300 for parts and labor which included the $89.00. Mr. [redacted] declined the estimate, thus resulting in the service call for the first appliance of $89.00. Our tech proceeded to diagnose the microwave and gave an estimate of $350 parts and labor which included the $59.00 service call. Again, Mr. [redacted] declined the repair at this time, resulting in the $59.00 service call for the second appliance, which brought the total to $148.00. The technician at this time asked for a form of payment, quoting the $148.00 as the total for both appliances. Mr. [redacted] gave our technician a bank card, and our technician charged that card for both appliances. At this time the customer was also sent a copy of each invoice via the email address he provided to us. The customer did call in to discuss the charge on his bank card which he went over with our accounts receivable clerk, and he was told why he was charged $148.00. At that time we thought we clarified and that was the end of the issue. At a later date the customer then filed a dispute with his credit card company, which we in turn responded to by providing a copy of both invoices. The credit card company had reversed charges to credit the customer back, until we provided the credit card company reviewed our invoices, at which time they reimbursed us for our services rendered. Regards, Steve D[redacted] Customer Service Manager
Complaint: [redacted]
I am rejecting this response because:Mr. [redacted] made the statement "The service at [redacted] began 12/18/13". This is incorrect. The first service visit was on 04/01/13, eight months prior and was followed by another appointment on 04/11/13. I have the appointment confirmation emails. This point is to illustrate how long I've been dealing with this problem. [redacted] did agree to extendthe warranty to the fall of 2014 but, since we don't use the fireplace during warm months, I can't comment on its function until Oct/14 when we started using it occasionally. It would work for a while but would periodically turn off, requiring us to relight the pilot. We were living with it thinking maybe this was as good as it would get until last week when it shut offand wouldn't stay on at all. That's when I talked to [redacted] prior to making this complaint, and suggested what I believe is a fair resolution to this issue.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I just discovered the error in this case to explain how I could possibly not understand why I was being charged $89 more than I was told. Please take a look at the bottom of the first Image submitted. The email address is my current address [redacted] which I quoted to Terry as I new Columbine had my old email address [redacted] on file which is the address shown at the bottom of Image 2, the second invoice sent.So, Terry did send the first email Invoice for $59 to my correct address and then sent the second invoice for $89 to my old address. Again, I was not made aware of the charge prior to being charged the fee of $89, which should have been the first Invoice according to their policy. If I remember correctly, the first appliance is $89 and the second appliance is $59. So, why then did we spend the first 20 minutes going over the microwave and then 30 seconds discussing the Dishwasher. I was charged $59 for the first appliance that he showed up for (microwave) and again Terry never mentioned the Dishwasher, I brought it up after the microwave discussion. Again, I would gladly pay the $89 for the 1 appliance. Therefore, I am asking for a $59 dollar refund.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:I appreciate Mr. [redacted]'s offer to waive the charge for another service visit but, with the history of service visits and money I have spent, I don't have confidence that Columbine Appliance can fix the problem so I do not accept.
Regards,
[redacted]