Home Appliance Service LLC

I am not quite certain where and how Mr [redacted] calculated the amount of money he is demanding berefunded to him in the amount of$ 230.00.According to the invoice which the [redacted] 's signed (copy attached) they were charged$ for thepart in questionHowever, when researching the availability for this part we found we could and didmake an exceptional purchase from the company which supplied this part)Had we used the localsupplier for the parts in question our cost would have been $with a suggested retail of$ 278.01(plus a $ core charge so the part could be sent back to the manufacture and be rebuilt) for a totalparts cost of $ 338.01.When When Mr [redacted] requested our purchase invoice I was hesitantHowever, he assured me hisonly interest was to insure the part installed met the manufacture's requirementWe complied.As for the$ Mr [redacted] mentioned; our company was charged$ 13.99, as shown on the invoiceMr [redacted] requested and was givenMr [redacted] obviously feels the handling charge was notjustifiedHowever, I believe it is a perfectly acceptable business practice for a company to charge for anemployee's time when that employee does something that directly effects the customer(i.e.)researching and ordering parts that in most cases requires a charge from the vendor for shipping orpostageThese overhead costs are passed on to the consumerBut in the interest of resolving thissituation we will refund the difference in our cost and Mr [redacted] 's charge of$ to be accurate.We will, therefore, be forwarding Mr [redacted] a check for$ + $for a total of S whichrepresents the difference in the charges paid by Mr [redacted] and the local costs of doing business.Please allow working days for the processing of this check.Respectfully,Keith ***, AdministratorHome Appliance Service Company

Complaint: [redacted] I am rejecting this response because: I originally asked for the part invoice because the manufacturer required it in order for us to recover the costThe invoice sent to us by the repair company was so doctored that there is no way the manufacturer would accept itWhen Mr.K [redacted] was asked to send me the invoice for the part he said he would do so, but never didHe then reneged and on further request refused to send itThe only reason that could explain his refusal was that he was hiding from us what his company paid for the partI checked with the company that the part was purchased and found that he charged us $more than he paid for the partWe never were told the cost of the part until we were presented with the invoiceMrK***'s statement to the contrary is not true The invoice he sent us charged a $"handling fee"When we saw this we thought that since his company had to order the part this is what we were charged for this serviceThere was no justification for charging more since that is all the company did was to order the partWhy else would they have charged us a handling fee if they were making $230.30? had MrK [redacted] give us the real invoice as he initially promised to do we would have sent it to the manufacturer and there would have been no problemIt was only because he reneged on his promise to do so that this controversy began MrK [redacted] does not deny that we were grossly overcharged for the part nor does he explain why there is a "handling charge"It is obvious that this was an attempt to mislead us into thinking that we were charged $over the cost MrK***'s company paidTo hide the fact that they were charging us $for their doing nothing but ordering the part is outrageousWe want to be repaid this amountThe only reason we discovered this is because of the failure to send us the invoiceThe suspicion of why he did not do so led us to question the part chargeWe only got into this controversy because of MrK [redacted] refusing to send us the invoiceHad he done so we would not have bothered his company any furtherHis failure to do so did not smell rightWe discovered that the smell was the attempt to cover up the unjustified markup on the part Sincerely, [redacted]

I am truly sorry that this individual customer has taken this approach to receiving quality service and the Manufacture's replace parts. When the customer was presents with the options of either repair or possible replacement of the product the customer chose repair and the...

customer was given a completed price. After the service was completed the customer requested a copy of the company's parts purchase invoice to assure that the part was a part approved for replacement by the manufacture. During my conversation with the customer the customer assured me he did not care about the cost - it was imperative to the customer that the part be acceptable to the Manufacture. 
We provided the customer, as requested, with a Manufactures’ Specified Part for his product. We provide the customer with a price prior to purchasing the part and concluding the repair. The customer accepted the price and we concluded the repair in a business like fashion. I am available for clarifications or questions.
Respectfully,
Keith *. K[redacted], Administrator
Home Appliance Service Company
206 – 852 - 1575

Complaint: [redacted]I am rejecting this response because:
I originally asked for the part invoice because the manufacturer required it in order for us to recover the cost. The invoice sent to us by the repair company was so doctored that there is no way the manufacturer would accept it. When Mr.K[redacted] was asked to send me the invoice for the part he said he would do so, but never did. He then reneged and on further request refused to send it. The only reason that could explain his refusal was that he was hiding from us what his company paid for the part. I checked with the company that the part was purchased and found that he charged us $230.30 more than he paid for the part. We never were told the cost of the part until we were presented with the invoice. Mr. K[redacted]'s statement to the contrary is not true.
The invoice he sent us charged a $14.00 "handling fee". When we saw this we thought that since his company had to order the part this is what we were charged for this service. There was no justification for charging more since that is all the company did was to order the part. Why else would they have charged us a handling fee if they were making $230.30?
had Mr. K[redacted] give us the real invoice as he initially promised to do we would have sent it to the manufacturer and there would have been no problem. It was only because he reneged on his promise to do so that this controversy began.
Mr. K[redacted] does not deny that we were grossly overcharged for the part nor does he explain why there is a "handling charge". It is obvious that this was an attempt to mislead us into thinking that we were charged $14.00 over the cost Mr. K[redacted]'s company paid. To hide the fact that they were charging us $230.30 for their doing nothing but ordering the part is outrageous. We want to be repaid this amount. The only reason we discovered this is because of the failure to send us the invoice. The suspicion of why he did not do so led us to question the part charge. We only got into this controversy because of Mr. K[redacted] refusing to send us the invoice. Had he done so we would not have bothered his company any further. His failure to do so did not smell right. We discovered that the smell was the attempt to cover up the unjustified markup on the part.
 
Sincerely,[redacted]

I am not quite certain where and how Mr. [redacted] calculated the amount of money he is demanding berefunded to him in the amount of$ 230.00.According to the invoice which the [redacted]'s signed (copy attached) they were charged$ 334.10 for thepart in question. However, when researching the availability for this part we found we could and didmake an exceptional purchase from the company which supplied this part). Had we used the localsupplier for the parts in question our cost would have been $207.01 with a suggested retail of$ 278.01(plus a $ 60.00 core charge so the part could be sent back to the manufacture and be rebuilt) for a totalparts cost of $ 338.01.When When Mr. [redacted] requested our purchase invoice I was hesitant. However, he assured me hisonly interest was to insure the part installed met the manufacture's requirement. We complied.As for the$ 14.00 Mr. [redacted] mentioned; our company was charged$ 13.99, as shown on the invoiceMr. [redacted] requested and was given. Mr. [redacted] obviously feels the handling charge was notjustified. However, I believe it is a perfectly acceptable business practice for a company to charge for anemployee's time when that employee does something that directly effects the customer. (i.e.)researching and ordering parts that in most cases requires a charge from the vendor for shipping orpostage. These overhead costs are passed on to the consumer. But in the interest of resolving thissituation we will refund the difference in our cost and Mr. [redacted]'s charge of$ .01 to be accurate.We will, therefore, be forwarding Mr. [redacted] a check for$ 124.48 + $.01 for a total of S 124.49 whichrepresents the difference in the charges paid by Mr. [redacted] and the local costs of doing business.Please allow 10 working days for the processing of this check.Respectfully,Keith *. [redacted], AdministratorHome Appliance Service Company