Fast Repairs LLC

Initial Business Response /* (1000, 13, 2014/04/07) */
Contact Name and Title: ***
Contact Phone: ***
***
I am in receipt of your letter dated March 28, Please see my response below
*** mentions many different topics in his letter to you
After reading his complaint through it appears that he is displeased with having to pay a service charge and the amount of time it took the technician to diagnose his dryer
Our service charge to come out and diagnose an appliance is $and it is waived with a repairOur dispatchers inform clients of the service charge when scheduling an appointmentThe technician that was dispatched to ***'s home has over years of experience as an appliance repair technicianWith that said some appliance issues require more troubleshooting than others even for the most experienced technician -not all diagnosis are as straight forward as ***'* dryer
Our technician did not need to tear down ***'s dryer to determine that his motor had failedThe technician performed a simple motor test by hand-spinning the drum while engaging the motor via the door switchIt is our company's policy to always quote a firm price before beginning any work so our clients can decide whether to repair or replace an applianceWe also make recommendations as to whether a customer should invest in a repair or if they would be better served with a new applianceWe are very honest and up front which is why our technician quoted *** an estimate on replacing the drive motor before proceeding further*** decided since the motor had failed and the repair cost was $that he would purchase a new unit
*** mentions in his letter that we may routinely drive around all day and simply pick up service chargesIf collecting service charges were routine we would have been out of business back in the 1980'sWe agree that $is a lot of money to pay for the repair of a dryerIf ***'s dryer belt had been broken of course that repair would have been much less expensive than replacing a drive motorIt is unfortunate that it turned out to be the motorWe sincerely wish that it were possible to render quality service to our customers for lessUnfortunately, today's economy makes many things more expensive than we would like, including the basic elements that go into a proper repair
The cost of tools and test equipment, technical training, transportation expenses, office salaries, employee benefits, advertising, telephones and insurance all contribute to the price that any legitimate service firm must charge for quality service
Please be assured that if the economy should ever permit lower rates for quality service, Fast Repairs will be among the first to offer them
*** also states in his letter that he should have been informed of the repair costs over the phoneIt is almost impossible to quote a repair cost over the phone as dispatchers answer our phones, not techniciansThe women who answer the phones at our dispatch center are highly-trained in scheduling and dispatching service callsThey answer our phones and schedule an appointment based on the customer's needs and scheduleThey are not trained in appliance repair and therefore are not able to quote a price over the phoneWith that said, if *** had asked for a technician to contact him for a technical question or had inquired about pricing our dispatcher would have patched him through to a technician who could answer his questions or assist him further*** did not inquire about pricing when scheduling his appointmenthe simply scheduled an appointment for Saturday, March 22nd,
***
Initial Consumer Rebuttal /* (3000, 15, 2014/04/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you But it does not make any difference to me.This is exactly what I had expected.And yes I did not ask firstWhat the service charge would be.But let me reterate one thing I didn't see the technician spin the drum.Or physically do anything to diagnose.It was made only on my observations That I verbally communicated .In closing .This is to the Revdex.com.In effectWhat ** *** said is thisWe crossed all the T's and dotted the I's .And everthing we did was legalAnd exactly what anyone else who does this.Would do..In otherwards he has basically said'Let the buyer beware " And again Revdex.com I do appreciate the fact that you did make the honest effort to respond to meBut in view of the vendors response I received And expected.I chose this service on the basis it was Revdex.com recmended.And I am sorry that I did so.I had expected better.And again the response given was just as I expected.They do what everbody else does.And that's just to bad.But Revdex.com as a final statementIf you look at the website of this vendor At your discretion of course.I think you will find a complete satisfaction guaranty posted.So again thank you Revdex.comFor your efforts .But sadly .As my first experience with a Revdex.com accredted vendor.I would never again use a Revdex.com reference.For any future service.This vendor has clearly stated she intends do do nothing else.Because for all the reasons statedShe is in the rightAnd technically by law she is .Its just the way the ball bounces.But regrettably all I can say Revdex.com .Is he hasn't really tarnished her reputationThey have tarnished yours, Again I don't care about themI know how such operateAnd thats just the way life is.They don't care.But its sad that as sincerely.Revdex.com may tryAn experience such as this justifies the old proverbOne bad apple spoils the whole bunch.But I would still hope for future success for the Revdex.com.But as of thisI personally would not trust a Revdex.com recommended vendor over any one else/But again your attention to this matter was appreciated

Initial Business Response /* (1000, 8, 2014/12/03) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
[redacted]
Thank you for contacting me in reference to Case # [redacted] below is our response.
We dispatched a team to...

[redacted] residence on July 7th, 2014. After troubleshooting our technicians discovered that the refrigerator drain was clogged. We cleared the blockage from the drain tube and informed her that there is no warranty on maintenance type repairs as we cannot guarantee that a "pea" (for example) or other small object may not find itself in the drain hole/drain tube and cause a blockage again sometime in the future. She paid for the service and signed our invoice which clearly states; "Service Company does not guarantee maintenance type repairs or drain cleaning."
Approximately, three weeks after our visit [redacted] contacted our office and stated that she thought the drain was again clogged. She was upset and demanded that we send a technician out to clear the drain at no charge. [redacted] spoke to her initially and explained that we could not send a tech out at no charge but we could as a courtesy offer a discounted price trying to be helpful. [redacted] did not find this acceptable.
She called again a few days later and spoke to me. I again tried to explain that I could not send a technician to her home at no cost but as a courtesy would waive all labor charges and perform the service again for $85.00 which is our standard trip charge. I informed her that I would have [redacted] call her to schedule an appointment.
[redacted] called [redacted] to arrange scheduling an appointment; however, [redacted] told [redacted] she wasn't willing to pay anything and desired free service. [redacted] once again attempted to explain to [redacted] that maintenance type repairs are not guaranteed nor can they be as we have no control over the temperature she sets her freezer or the contents of frozen veggies that may develop a tear and then find their way into her drain. [redacted] informed [redacted] that if she wanted our company to come out a second time to clear the drain she would at least be responsible for the service charge. [redacted] refused and we informed her we would not be able to schedule an appointment based on her desire for free service.
As a business owner it is my desire for all my customers to be happy with our service and try to please them if at all possible. However, offering free service is not something I can do in today's economy.
If I take my car to a detailer and they clean, vacuum and detail my vehicle but three weeks later it is dirty again... will the company repeat the service at no charge? The answer is no.
[redacted]
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