Harold's Appliance

Complaint: [redacted] I am rejecting this response because:It is absolutely not slander to describe a business that clearly intends to mislead customers as unethicalBy using the defense that customer's do not need this information is completely misleadingTo further not supply this information and then to state if a person does not open the door they will be charged another fee (which who knows how much that would be) is coercing the customer into paying them regardless of the outcomeI understand that business must make money for their services, but to charge me $for minutes of work and driving miles is unacceptable and unethicalAfter charging us the fee, the service man informed us we could use the receipt as a "credit" towards a new washer in their storeAt that point it only furthered my frustration with being taken advantage of and feeling the goal of this business is not to repair appliances but, to SELL appliances.I was incredibly assertive with my complaints to the woman on the phone, did not "yell" at her, I also requested she not talk to me in a condescending tone when I stated how frustrated I was with this situationShe never ended the call with "have a nice day", she further stated with sarcasm that she "would be sure and take into consideration my complaints and look into our practices", which clearly was a falsehood as this was not mentioned in the businesses responseFurthermore, the business has now added that the "transmission" is going out - this was never discussed with us nor put on our receipt as a problemI don't understand why this repair was not discussed with me during the service man's minute service call? I am very displeased and to be accused of slander for stating their misleading practice of not being transparent of customer's is beyond unacceptableThe bottom line is I want a refund mailed to me and they must change their practice to not take advantage of people clearly in vulnerable situationsIf this business is not intending to take advantage of consumers, they would easily agree to be upfront with their costs - that is clearly not the case Sincerely, [redacted]

When the customer called we were very courteous and set up the appointment for her for the following day.She did not ask about any pricing when she set up the appointmentWe did give her our standard statement about the no show fee that would be due if the tech showed up and no one was home as well
as the late cancelation fee.When the customer called me I did tell her that it has been our experience that people that do not ask pricing either know the pricing because they have called around or are returning customers or they do not care , not because they have money to blow but because it is a necesary expense that they are having to incurr. I told the customer that we are very open about our charges and that anyone who asks is told the charges. I told the customer that we rely on them to ask about any charges if they want to know how much it will be. I asked her if she asked about any charges when she set up the appointment and she told me no she did not.I asked her if she was under the impression that it was going to be a free service call. She said no, she knew it was going to cost something, but was not expecting it to be that much. What I did not get to tell her is that we are below the industry standard for our service call rates. There are individuals out there doing business out of their homes and vehicles, but we are not able to compete with their rates if that is what she is referring to for pricing costs. The tech found that the tub seal and bearing was bad as well as the transmission was going out. He showed up and did his job. The charges were a $service call plus tax. We try to be honest with the customers about the cost of repair when repair is not the best choice. We are more than happy to give her an actual repair estimate. She would have been looking at a repair cost of about $to $for the repair. I did tell her that in the past we did try to inform each and every customer of the service call costs. We did this for about six months and it was due to one customer not asking and then saying they felt we should inform everyone. I did tell her that more customers were annoyed with having to listen. The biggest reply was that they already called and asked and know how much the service call is. The fact that she is calling us predatory and unethical because she did not ask the price of service before she scheduled it is slander of our character and I never said I could do nothing for her. I ended the conversation with a have a nice day because she was irate and yelling at me

Complaint: ***
I am rejecting this response because:It is absolutely not slander to describe a business that clearly intends to mislead customers as unethicalBy using the defense that customer's do not need this information is completely misleadingTo further not supply this information and then to state if a person does not open the door they will be charged another fee (which who knows how much that would be) is coercing the customer into paying them regardless of the outcomeI understand that business must make money for their services, but to charge me $for minutes of work and driving miles is unacceptable and unethicalAfter charging us the fee, the service man informed us we could use the receipt as a "credit" towards a new washer in their storeAt that point it only furthered my frustration with being taken advantage of and feeling the goal of this business is not to repair appliances but, to SELL appliances.I was incredibly assertive with my complaints to the woman on the phone, did not "yell" at her, I also requested she not talk to me in a condescending tone when I stated how frustrated I was with this situationShe never ended the call with "have a nice day", she further stated with sarcasm that she "would be sure and take into consideration my complaints and look into our practices", which clearly was a falsehood as this was not mentioned in the businesses responseFurthermore, the business has now added that the "transmission" is going out - this was never discussed with us nor put on our receipt as a problemI don't understand why this repair was not discussed with me during the service man's minute service call? I am very displeased and to be accused of slander for stating their misleading practice of not being transparent of customer's is beyond unacceptableThe bottom line is I want a refund mailed to me and they must change their practice to not take advantage of people clearly in vulnerable situationsIf this business is not intending to take advantage of consumers, they would easily agree to be upfront with their costs - that is clearly not the case
Sincerely,
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