Group Ten Builders Inc

03/17/2016*** called our company to repair an *** error on an oven*** is the control board*** approved the repair and we ordered the controlOur tech was not able to diagnose any other problem with the machine without a working control although it looked as if all mechanisms
were in working orderOur technician tested the machine and repairing the *** error was successfulThe working control was able to show us a faulty latchHe approved the replacement of the latchThe missed installation appointment that *** is referring to is something we couldn't foresee, we were in contact with *** multiple times that day to confirm his appointmentOur technician was on a job that needed further attention, I called *** immediately to let him know I had to reschedule his appointmentThis is something that happens from time to timeI fully acknowledge the inconvenience and our company as whole couldn't have been sorrierThe time lapse from diagnoses to repairs was because of ***'s busy work schedule, this is not his home so he was traveling to meet usWe do offer half hour, two hour, and four hour windows, he chose our six hour windowWe returned to replace the latch and *** harassed our technician to a point where our tech felt threatened by *** and left his propertyA new technician came out and successfully replaced the latch, upon testing the machine it gave a new error *** is the touch panel, we told *** we would call the manufacturer and try to get the panel for freeHe said "I don't care what you can and can't get for free, I'm done with you guys, and I want my money back"Unfortunately we cannot issue a refund because the repairs that were made were necessary and successfulWe could never anticipate the sequence of faults in the machineThe majority of machines that have multiple issues are considered faulty by the manufacturer and usually the manufacturer will reimburse and/or cover parts for freeWe are only here to help, we understand the circumstances could be frustrating, our goal is and always was to get the unit in working order*** discontinued the work with us.Please see attached.Regards, Stefania

[redacted]
 [redacted]
I am rejecting this response because:
How can they charge $350 for a repair and then diagnose it as repairable?  Dave should have warned and advised this repair may not work and for such and expensive repair, it would be cheaper to get a new machine.  He is the professional in this matter and we trusted him  and his judgement that is was repairable.  He said it was repairabloe and it was still in good working condition!  He cannot stand behind his work or service and since he cannot repair it credit us back some of our money?   I understand the time and labor piece of things, but what is fair is fair! We were told it was repairable and Dave scammed us. It was an easy way for him to make $350 and not have to work.   Dave was very rude, angry and very unprofessional when I tried to reason with him after the fact!  He did nothing to make it right and I believe he knew exactly what he was  doing with us: rob us of our hard  earned money.  I do not accept this response from Dave.  He is dishonest, unethical and *  [redacted]  Anyone ethiical business owner would do something to make it right with at least crediting me back some of the money!  What goes around comes around Dave!
Regards,
[redacted]

To whom it may concern[redacted] called into Dave's appliance Saturday May 7th and spoke to Ashley who works our office during the week and on Saturdays upset that nobody showed up for her scheduled appointment between 7-10am.  Ashley explained to [redacted] that indeed she did call the phone...

number provided when the appointment was set up to explain that the part did not come in on Friday but was due in Monday.  The reason that the account could not be located was because it was set up under a different name and phone number  ([redacted]) than what was provided by [redacted].  [redacted] did not speak me (Julie) as I do not  not work Saturdays, while I (Julie) am a contact and Dave is the owner that is not the issue here.  [redacted] was already informed that she would be getting a refund minus the service call.  A service call is due if the customer decides not to have the issue fixed for any reason.  Unfortunately we cannot control shipping on parts and sometimes it does happen where parts gets delayed.  Dave's Appliance has been in business for over 33 years.  [redacted] also was texting back and forth with Dave on Saturday and was told she would receive a refund.  Our accountant comes in on Friday's and that is when the refund will be issued.  [redacted] and her husband are more than welcome to come visit our office to meet Dave and our office staff as we do have a legal running appliance service company.  If you have anymore questions or concerns please call our office and speak to me(Julie) Monday-Friday 8:30am to 5pm otherwise expect your refund in 7-10 days.   Thank you Julie R[redacted]Dave's Appliance

From :[redacted]<j[redacted]>Date: Wed, Jul 1, 2015 at 8:17 PMSubject: Additional response to complaintTo: "[redacted]" <[redacted]>HiMy name is [redacted]. We sent a short response back based on Daves appliances response to our complaint. After giving it some additional thought I think it's appropriate to address the claims made by Daves that are not true. Our complaint number is [redacted].Daves never offered same day service.They removed the doors after dropping wiring behind the cabinet. They could not push the oven back in the cabinet flush so they removed the doors to tilt it out to get the wiring.The angle that the door is off is not 6 inches. It is off by about 1/2 inch. I would be happy to send a picture if it would help.My wife never cursed at them. She did tell them to get out if they were not going to do the repair at no charge.The reason for the time delay to call was based on Davies recommendation after the repair . They suggested that we rotate using the ovens. We did notice a slight clicking on the top right hinge. It got worse over time.Sorry we did not respond with this detail originally. I believe that all we need to do is tell the truth and the right thing will happen. After talking with my wife she felt we should clarify what was being said.Thanks for listening.Sent from my [redacted]

Dave's Appliance was called out by [redacted] to check out her oven that was turning on and off.  At the time an appointment is set a service call is paid by credit card over the phone for the service call and deducted from any work that is done.  Upon arrival Dave's Appliance noticed...

that the problem was not with the oven but with the electrical system in the house that was previously worked on.  Dave's Appliance provided [redacted] a written estimate that she signed and agreed to.  All the work that we gave an estimate for was completed.  [redacted] never called to say she was having a problem with the work that was done, if so we warranty our work and would come back at no charge.  See the attached paperwork that was provided to [redacted] and signed for.  No refund is due, the work is complete.

Attached is the paperwork signed by [redacted] where he acknowledged by signing that all merchandise/parts ordered are non refundable.  However we gave the option to return the parts with a restock fee and shipping.  We apologize but at this time that is all we can offer to the [redacted]'s.

Tell us why herThe original installation is to blame not improper diagnosis or poor ethics. To address the issue of customer service we simply believe miscommunication caused this rebuttal. We are sorry that we were unable to come to an understanding with [redacted]
    Our...

diagnosis was intended to render the problem in order to meet the standards for a home settlement; A functional dishwasher. This has been fulfilled.    Dave's diagnosed the mount as the cause, received approval for repair, and ordered the part- standard procedure. Upon return, with the new owners present, we found poor construction. We continued to fix instead of replace abiding by our estimate and the settlement agreement. After two hours of reconstruction, the dishwasher was unable to realign as there was ample damage to the frame of the dishwasher caused by the previous installer, which, in time created a leak. The leak and improper mount was    visible. The extent of the bend within the dishwashers frame is not visible, it became apparent after proper mount and installation. At completion of repair the leak proved unfixable. To compensate for time and money we did not charge for additional labor, reconstruction materials, and reconciled the innate repair by installing a new dishwasher for free. Sincerely, Dave's Appliance Repair e...

Complaint: [redacted]
I am rejecting this response because the problem is about the misleading price and full day charge of $848 when job took 1 hour or less. We should not pay for full day's work!  We have stopped by on several occasions and called many times to discuss this matter.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
As previously mentioned in my complaint we canceled services promptly with the company. We called them within 30 min of the technician leaving our house and were assured the cancellation was not an issue. Furthermore we were not informed by the technician nor the paperwork that there was any "special order" parts. We were happy to pay the service charge of $103. What we are are refusing is the bill for $385 as the services were cancelled, and no mention was made to us for any special order parts. Furthermore no services were provided for the $385 repair bill as the service was cancelled.  
Regards,
[redacted]

Attached is the copy of the paperwork that was given to and signed by [redacted].  The estimate given does not state that the job would be an all day job.  The first day we were out to check the problem with the oven, we were there from 11:28 to 12:30,  the next day when we went back with two technician's to do the electrical we were there from 8:45 to 11.  [redacted] did have her neighbor stop in our store one time to see if we could give a better breakdown of what we did at [redacted]'s house, we explained the paperwork states exactly what was done.  All the work that we quoted was completed.  No refund is due.  We give estimates before any work is completed [redacted] had the choice to get the work done or not.

[redacted] called our company on 2/7/2017(Tues) to have his washer repaired.  Dave's arrived the next day 2/8/2017(Wed) as scheduled and provided [redacted] and his wife an estimate to have the washer repaired.  The estimate was approved and the parts were ordered promptly as we were...

scheduled to come back for the repair Friday 2/10/2017 between the hours of 7-10 am, therefore the parts had to be ordered in for overnight shipping.  Both [redacted] and his wife were aware that the parts for the washer were special order parts, attached is the paperwork to show this.  If the [redacted]'s did not want to go ahead with the repair they could have declined the estimate.  Dave's is not forcing [redacted] to get a repair done but we do expect to be paid for our service call and [redacted] would have to pay for restock fees and return shipping.  These charges are something we would not have incurred if the estimate was not approved.  Dave's is not trying to extort money from [redacted] but to be made whole.Thank you Julie R[redacted]

To Whom it May Concern, On March 12, 2015 we received a call from Mr [redacted] to service his 7 year old double wall oven which was taking a long time to heat by his complaint. We offered him same day service. After diagnosing the problem we informed Mr [redacted] that the oven would need a...

new relay board and control board. Before proceeding with any work ,we informed Mr [redacted] of the cost to repair the issues and that we would need to special order the parts. H e agreed and we ordered the parts. An additional appointment was made for March 18, 2015 to complete the work. On March 18, 2015 we arrived to install the needed parts. We do remove the oven doors when installing the parts to assure they do not get damaged.Once completed we tested the oven with Mrs [redacted] and everything was satisfactory. At this time there were no complaints, concerns or additional issues. We left in great standings. On June 5 , 2015 we received a call from Mr [redacted] stating that his oven doors were not aligned properly and we had created an issue for his oven when we had worked on it 3 months prior. We sent a technician out that same day. Our technician diagnosed the issue as bad hinges on the doors and stated they needed to be replace. The doors was completely not aligned to the point a person could put their hand into the oven from under the door while it was closed. The door seemed to be at an diagonal angle off approximately 4 to 6 inches. Mrs [redacted] was not pleased with the diagnosis and became very irate as she cursed and yelled at our technician to “ Get the F—— out” of her house.”We then received a call from Mr [redacted] and we set up an additional appointment with a completely different technician to come out and take a look at the issue. Once again the diagnosis was bad hinges. Mr [redacted] was not pleased and informed us that he was not interested in paying for the parts as he believed we caused the problem. There was no issues when we tested the oven on March 12, 2015 all the way up until we received a call on June 5,2015 about the doors being off alignment. Had the doors been off as bad as they were when we arrived on June 5,1015, the customer surely would have not waited three months to contact us. We wanted to make our customer happy and offered to do the repair at no cost as long as they purchased the hinges. Each hinge was $75 and it required two. It is unfortunate that we were not able to satisfy Mr and Mrs [redacted], but lack of effort was not the reason. We were out their 4 total times.