HAIR E/FX, Ltd

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:- They stated "at no time was there any mention to the estimate being free." That would suffice If I contacted them for something that typically cost moneyHowever, common business practice it that estimates are freeAs stated before, multiple other companies came to the residence and none expected to be paid for providing a quoteIf people charged for quotes, there would be no reason to be competitiveThey could simply make money by charging to give an inflated price (their quote was not competitive so this may be their business model)If they want to charge for something that typically does not have a cost associated to it they should be upfront and not try get money after they realize they won't be getting the job.- When I called and asked why there was a charge the response was that they needed to make a measurement on the inside unitA single measurement to see how wide the base wasThis is something my year old son could have provided to them had they askedMoving the unit was nothing on their end other than running a new lineI told them approximately how long this line would be and that there were no obstructionsThere was no knowledge they needed to gain beyond what I provided to them in regards to moving the unit- I also attached the original statement and envelope that it was sent inThey stated that I was billed on the 8th of JuneThe bill does in fact show "Billed 6/8" in the customer signature areaThe envelope also clearly shows that it was then held for days before being sent to meThey held the bill so that I would receive it after their due date and hopefully pay to try and avoid their imposed interest and cost- Since it was a "service call" and not simply a quote as I asked, I would be happy to pay once I am shown the signed service agreement Regards, [redacted] ***

January 4, 2016To whom it may concern:We received your correspondence of Dec30, concerning ID ***.As we stated in our correspondence of 12/22/2015, we repositioned the drain hose in order that we might run water into the machine and see if there were any manufacturer defectsThe unit ran properlyThe only problem was insufficient water to wash the dishesAnd, the time it took to get the unit operational is what the customer was billed.Enclosed is a portion of the customer's owner manual describing in particular the "Statement of Limited Product Warranty" which deals with the specific warranty exclusions which apply in this caseThere is nothing else we could have done but complete the installation so we could test the operation of the dishwasher.We hope this answers all questions concerning this service call.Regards,Margaret M.,owner

September 6, 2017The customer contacted us on April 21, and asked us about replacing a ton seer air conditioning unitHe said that he was putting in a new patio and needed it moved around to the side of the house.He was told that there would be no way for us to give him an estimate
without looking at the unit especially with wanting to move the whole systemThe technician went out to the home and spent minutes measuring and discussing the options with the customerAt no time was there any mention to the estimate being free.The estimate was left on the customers answering machine on 5/4/and the bill was held for a short period of time for the customer to make a decisionOn June 8th the customer was billed for the service call and the technician's time since we never heard back from the customer.On June 27th, If the bill still remains unpaid we send a notice (Dated 8/22/17) asking for payment or stating that further action will be taken to receive payment such as going to the magistrate.Please feel free to contact us if you have any further questionsThank you for your time.Sincerely,

I am rejecting this response because the dishwasher was under warrantyMcGlaughlin's Refrigeration and Appliance service was asked to repair the dishwasher that was under warrantyWhen they left the dishwasher still did not clean the dishes correctly and we then had to have ***s come out who then moved the same hose that they supposedly fixed and charged me $for to a different spot because McGlaughlins didn't do it correctlyI contacted ***s because McGlaughlin told me to call a plumber if the dishwasher still didn't work so instead I called ***s and they fixed the problemI have attached the document from ***s stating that they had to move the hose that McGlaughlin charged me $for that ***s fixed for freeI should not have to pay for something that was under warranty and not fixed correctlyThis is a total rip off!

September 6, 2017This is to follow up on the customer's response dated 9/15/Not all company’s offer free estimatesThere are companies that do (normally dealers) and companies that don't (normally servicers, which is what we are)If he would have said that he was looking for a free estimate we would have told him that we do not offer free estimates.The information the customer provided was not adequate for producing an accurate estimateThe customer provided a copy of the service ticket which is the information he provided usAll we were told was that he wanted to replace a ton heat pumpNo mention of what the indoor air handler is or what it sits on(Attached are the number of options of different types of air handlers that would need to be considered in providing an accurate estimate.) No mention of distance for the moved equipmentDid they have backup heat, and what was the wattage?) These are just a few of the items needed to produce an accurate estimateAll of the information we needed was not provided that is why we went to the customer's home.As far as the interest it was only accrued well after the date the customer provided with the postmarked envelopeInterest was accrued on August 1stEven if the customer did not receive it until a day or so after the postmark it was still over a month outstanding.Please feel free to contact us if you have any further questionsThank you for your time.Sincerely,

December 22, 2015To whom it may concern:We received your correspondence concerning ID #***.On October 19, 2015, we received a request from *** *** to check his dishwasher, a *** Model ***/** which was not cleaning well, food remains on dishes, film on the glasses.We arrived at the
customer's home and found the problem was water running in and straight out, would start running dry-found drain hose ran straight out of pump downstairs, (note- hose had no high leg to hold water in tub)-4” of hose was located in basement area, so tech pushed that extra run back upstairs behind unit, test ran, seemed to correct the issues, water ran in, stayed and was washing fineHad customer's mother see what was done and why, we also had her run water upstairs and flushed toilets to see if it would pull vacuum or suck water out of the unit-seemed fineTold them if it happened again, they would need to get a plumber to put a breather valve on main drain line where dishwasher line hooks in to allow it to breathe and not pull water out of the unitThis call was completed 10/23/and billed on 10/28/Since the problem was not one that was a manufacturer defect, the customer would need to be billed for the service and possibly could collect from whoever installed it.On November 9, 2015, over three weeks later, we were informed it was never fixed, never cleaned and ***'s was coming out to fix itOn 11/*** *** stated ***'s came out and undid everything we had done and fixed itHowever when he sent us ***'s work order it showed a date of 11/16/which was after when he said they were outOn 11/after speaking to *** at ***'s install dept, she stated she was going to send someone out from ***'s on 11/to check his d/wWe told her that was interesting since we were told they were there before 11/She said they were not.Any further questions can be followed up with us, but this looked like a pretty simple problem with a simple fix.Regards,Margaret M., owner

June 6, 2016Customer called for service on their dishwasherThe Complaint was that" it would not go through the cycle and that the clean light comes on but the dishes are not clean." The customer provided the model and serial number of the unit and said that the unit was 5-years old.(Parts
Warranties are only up through five years)They asked the rates and it was provided and agreed upon before scheduling a date and time.The first trip to the customer's home was to correct installation problems(unit riot level, reattach a rack bracket that was blocking the spray arm from rotating, fill the jet dry disperser empty light illuminated) and start a cleaning cycle to remove heavy soap build up, with a dishwasher cleaning tabletAll of these corrections Would improve wash performance, The customer also mentioned other problems that did not show up at time of service that may have indicated control board problemsThe customer was instructed to allow the cleaning cycle to finish and let us know if there were any further problems,The customer called back at the end of the next day stating that the dishwasher was doing the same thing, asked what that was since | didn't have his paperwork in front of me "both cycles failed to clean"(This was a different complaint, previously it would not go through the cycle.) The customer said that the tech said if he called back we would replace the control boardThe customer stated that the unit was under warranty since it was purchased on 9/24/(This was different that originally mentioned) and that the control boards needed to be replacedSince it was the end of the day and he wanted the control boards installed as possible tried to order them that day, only had minutes to look up the part and get them shipped out quickly so I asked the customer to provide the model'serial number again.(We were provided the wrong model number so the wrong part was ordered.)When the part came it was the wrong part since the model number provided was incorrectThe Customer asked what the bill was to that point and I gave him the estimate to dateWe reordered the partWe returned and installed it, Ran the unit through the diagnostics and no errors appeared and the unit appeared to be draining fine,The customer called back-"it is doing the same thing"asked what that was and was told that "It tries to run but shuts off"(This is not the same because it is now shutting off)The technician returned and re ran the diagnostics and called the tech line at *** and walked through the findingsThe technician was advised to correct another installation issue by shortening the drain line and *** advised the technician to replace the drain pump even though the ohms were on targetWe gave the customer the price to replace the pump and they declined.The customer contacted *** and asked them to review the diagnosis, We provided *** with the information and they agreed with the tech's diagnosisAs a good will gesture they offered to provide the pump for the customer at 50% cost but they would have to pay to have it installedThe customer decided to get a new dishwasher

[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:- They stated "at no time was there any mention to the estimate being free." That would suffice If I contacted them for something that typically cost money. However, common business practice it that estimates are free. As stated before, multiple other companies came to the residence and none expected to be paid for providing a quote. If people charged for quotes, there would be no reason to be competitive. They could simply make money by charging to give an inflated price (their quote was not competitive so this may be their business model). If they want to charge for something that typically does not have a cost associated to it they should be upfront and not try get money after they realize they won't be getting the job.- When I called and asked why there was a charge the response was that they needed to make a measurement on the inside unit. A single measurement to see how wide the base was. This is something my 5 year old son could have provided to them had they asked. Moving the unit was nothing on their end other than running a new line. I told them approximately how long this line would be and that there were no obstructions. There was no knowledge they needed to gain beyond what I provided to them in regards to moving the unit. - I also attached the original statement and envelope that it was sent in. They stated that I was billed on the 8th of June. The bill does in fact show "Billed 6/8" in the customer signature area. The envelope also clearly shows that it was then held for 15 days before being sent to me. They held the bill so that I would receive it after their due date and hopefully pay to try and avoid their imposed interest and cost. - Since it was a "service call" and not simply a quote as I asked, I would be happy to pay once I am shown the signed service agreement.
Regards,
[redacted]