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Hopkins Appliance Service, Inc

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Reviews Hopkins Appliance Service, Inc

Hopkins Appliance Service, Inc Reviews (3)

They told me that their was no charge for a repair because my frig was under warranty then sent me a bill for $ 167.00 AFTER they repaired it. I purchased a Frigidaire refrigerator from best [redacted] 2014. In January the handle broke off the front. I called Frigidaire and they directed me to Hopkins service for all repairs. Over the phone I explained to them that the front handle came off. They told me that there was "No Charge" because it was covered under my warranty with Frigidaire. I asked them twice and twice I was told that there was "No Charge". Well they came to repair the handle and installed a new one. When the repair man left he gave me a zero balance invoice that I personally signed. Now I received an invoice in the mail for $ 167.00!!! $ 32 for the handle, $ 75 .00 for the service and $ 60.00 for technical service time. I called and spoke to a lady there that told me that they "Thought it was covered but they were wrong, it wasn't covered so now they are billing me?" I explained to her that I was never told on the phone that IF it was NOT covered I would be billed. I was told 3 times that there was "No charge" If I would of know that there was a possibility that I could be charged I would of asked how much it would cost me. They sent me the invoice that I signed but added in the fees that were NOT there when I signed it. I told her that they need to tell people up front that they could be charge and what the fee would be if it was not covered but they NEVER told me this.Desired SettlementWrite off the bill for $ 167.00. They told me that there was "NO charge" then they added the amount to the bill AFTER I signed it. This is fraud. I want the bill removed from our name:[redacted] No. XXXXX. This is fraud.Business Response /[redacted]/To whom it concerns, When we received the service call about the door handles we did state there would be no charge to them. We were going to put the handles under there 1st year warranty. When we summited the work order to the manufacture they rejected it because this is a business. We then sent a bill to them to see if they would pay because there warranty company rejected the claim. This is my fault because I forgot warranty companies handle the business different. I do not expect them to pay us, my office manager brought this to my attention and I said we would have to just take the loss. That being said I am waiting on the person who put this complaint in boss to call me back. She also went online and trashed my company that was not necessary. I want to she if her boss approved this and then I will see where we go from here, as I stated this business does not owe us anything. There is much more to this I will discuss with her boss. Thank you

Failure to meet requirements/obligations company set forth. Gross mishandling of warranty repair.Company missed and was late to several appointments. Misdiagnosed issue on both service calls. Instructed me to hire electrician to fix issue. Electrician confirmed issue was with appliance Hopkins was sent to fix. Paid $150 for electrician due to Hopkins' repairman's diagnosis and they offered to pay only half but guaranteed the appliance would be fixed next visit. Parts they brought did not fix issue. Owner I had spoken with refused to provide full payment for electrician service even with all the mistakes listed above. Gave no reason or apology for all the mistakes made but told me issue would be fixed on next visit. I would have let the remaining money go had they provided even basic service from the second visit on. Company is very slow in returning calls and does not answer phone.Desired SettlementSeeking the remaining $75 from the electrician I hired and paid due to their diagnosis. Business Response Mr. [redacted] contacted you the day I thought that him and I had resolved everything. I refunded him 75 dollars and [redacted] gave him store credit of 75 as well. I paid over night shipping on parts twice and had an appointment to send lead tech out to be at his home at 7am. We don't run service calls that early but I wanted to cater to his schedule do to the length of time it has taken to resolve. He welcomed us back to his home to complete repair. After being contacted by your party the following day I realized there were total lies in his report. We never missed an appointment to his home and did not tell him to call an electrician. The dishwasher was working fine on our initial visit so it was suggested he might have an intermittent electrical issue to incoming power to unit. Again, we did not advise electrician. We only had two appointments with Mr. [redacted] and made both of them. We were late to those appointments which I take blame for and acknowledged to him while apologizing during initial phone call between him and myself. After reading his report to you I was very disappointed in the lies and called him to let him know I was aware of what was said. He claims he never contacted you guys and said that [redacted] did. He agreed with me that the 7am appointment was good for him as per our prior conversation, still claiming he doesn't know where this report came from. At this point I had lost trust in him and wanted to avoid any further slandering of our name and told him I would contact his warranty group to dispatch a different service group. That day I sent him a second check for another 75 dollars making a total of 150. I'm assuming [redacted] will still honor 75 dollar credit so on the financial end he came out in the positive. He seemed satisfied with that and I apologized to him again about his experience with us and explained to him this is not how I like to conduct business. If he had filed this report after that I guess I could somewhat understand but the report was filed the day of him and I agreeing on the 7 am appointment and myself spending roughly 40 dollars the second time for overnighting of parts. The Revdex.com is not the only venue he chose to bash my company and I am continually trying to mend that. Fortunately we have a good reputation and no history of incidents like this. Again when asked why these false accusations were made he completely denied ever contacting your party, In my eyes solidifying my case in his character with the way this was all handled. Consumer Response I could dispute items stated above but I got my full $150 back...FROM HOPKINS....and that was all I wanted. No more of my time need be wasted. Shame we had to go through all of this to get here. I am very happy to move on from my dealings with Hopkins, their ineptitude and attitude of omnipotence. Thanks Revdex.com for providing a platform for consumers who are victims to dubious contractors. Final Consumer Response

Tech cracked my cabinet and they will not pay to have it fixed. Tech cracked my cabinet while re installing my microwave. Company admits crack occurred during service call. They are refusing to pay for the repair because my husband said it was okay at the time of service.Desired SettlementI want them to replace the cracked cabinet trim or pay for the repair.Business Response /[redacted]/technician: "The microwave was on the counter. I installed a new control board and a thermostat. I tested the unit and it worked great. I was getting ready to mount the microwave back to the cabinet above the range and Mr. [redacted] stated he would help me remount it. Because of the way the microwave was installed both I and Mr. [redacted] had to lift this appliance at an angle to get it to mount back properly. Mr. [redacted] suggested taking the trim piece off to make the installation a little easier. Mr. [redacted] removed the trim pieces then he and I proceeded the second attempt at remounting the microwave. As we were screwing in the unit, it slipped slightly and minimally splintered the bottom corner of the left cabinet. Mr. [redacted] stated that it was no big deal, he would simply put some wood glue on it and repair it later. I made out the ticket, including the parts that were installed. Mr. [redacted] signed off on the invoice and the work that was performed that day."Consumer Response /[redacted]/As we discussed, Mr. [redacted] was late for work and not fully aware that the wood glue would not sufficiently restore the trim. The tech admits to splintering the wood. I am not sure what signing off on the repair has to do with the trim needing to be repaired. the repair was completed, although another tech had to return the next day in order to properly mount the microwave. In the end, this fix would cost the service company less than $100, but they are willing to accept a complaint filed against them rather than fix their mistake. This says much about this company.Final Business Response /[redacted]/In response to the complaint above, although slight splintering was done to the bottom left cabinet, our technician was not the only one installing the microwave. The angle at which the microwave needed to be held to be installed required an extra hand or two and Mr. [redacted] who was present was more than happy to oblige. As we have stated before, our technician spoke with Mr. [redacted] and he stated it was a simple fix with wood glue and he would repair it later that day. After the complaint was made to our office, we sent out the co-owner of the company to touch base with Mrs. [redacted]. Unfortunately, during their conversation Mrs. [redacted] became unhappy with the response given and after repeatedly yelling, she threw him out of her house. Our company thinks Mr. [redacted] and our technician who was out that day should be in communication since they are the only two parties who were there that day and can verify what happened. Unfortunately, every person that is now involved in this matter was not present that day. The two parties present and responsible should be in communication and set the situation straight instead of third parties.

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Description: Major Appliance Part Suppliers, Appliances - Installation, Major Appliance Repair Stores

Address: 4809 Hargrove Rd, Raleigh, North Carolina, United States, 27616

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