Initial Business Response /* (1000, 5, 2017/07/05) */
Mrs. [redacted] called into Cook's Appliance on 6/23/17 and scheduled an appt. for her dishwasher, she was quoted the service fee of 129.95 at that time. [redacted] arrived on 6/24 @ 1:27pm. He cleaned all debris out of the unit including plastic...
spoons, insulation from bottom of sports bottles or drink holders and other various items. After cleaning the unit he was able to run two test cycles and advised the customer that because it has sat unused for over a year it was advised by the factory to have the seals replaced as well as the motor was not performing as well as it should. At this point Mr. [redacted] showed up and began screaming at his wife for calling Cook's Appliance. Mr. [redacted] refused further repair and would not pay the service fee. [redacted] left the home as the situation was uncomfortable with the domestic argument. I spoke to Mr. [redacted] on 6/29 @ 5:35 and Mr. [redacted] screamed and yelled at me, stating " I will see you in court!" Mr. [redacted] called back at 5:57 on 6/29 and wanted me to watch a video of the unit working, I explained that it was working when [redacted] left and those were the suggested parts as the seals may leak at some point because of it not being used and the motor was not operating properly. He still refused to pay and more yelling ensued directed at me and our company. Mr. [redacted] insisted that we fire [redacted] and that he was a fraud. I explained that all of our technicians are factory trained and we always follow factory standards. On 6/30 @ 11:05 Mrs. [redacted] called me and says the tech was at her house 2 minutes and never did anything. Using our GPS tracker I verified that [redacted] diagnosed the unit for 26 minutes and it was working when he left. Mrs. [redacted] then admitted that is was working when he left, Mrs. [redacted] also admitted that [redacted] quoted her the parts as "The seals and motor could go bad in the next few months." Mrs. [redacted] started screaming and I asked her to stop and she refused so I disconnected the phone call. Mr. [redacted] called back on 6/30 @ 2:37 and immediately started screaming again, saying he would sue Cook's Appliance if he received one more bill. He stated that he would pay only if [redacted] were fired. Mr. [redacted] stated that [redacted] quoted them a million dollars to fix the unit. I explained that firing anyone was not a viable option and [redacted] was factory trained, suggesting factory parts per regulations. Mr. [redacted] hung up on me at this point. Each of our technicians have gone through a thorough background screening, they receive training several times a year, they never make any type of commission, pay or cut on the cost of parts or labor on any type of service job. The customer refuses to pay a bill that they were quoted the cost prior to Cook's Appliance ever scheduling the appointment and based on all the statements made to me by Mr. and Mrs. [redacted], they are upset that the unit went unused for a year when it was full of things that do not belong in a dishwasher. Mr. and Mrs. [redacted] have only communicated with the General Manager, [redacted]. and have not spoken to the owner at any point as stated in the initial complaint. The owner is aware of the situation and we have tried to explain and resolve the situation with the [redacted]'s but they refuse to pay for a service they initiated and were quoted even before scheduling the appointment. In the initial complaint it is stated that he was quoted $430 and $300 dollars, which is contradictory. The initial complaint also states the unit is working good as new, that is correct as our technician [redacted] fixed the unit. It is also stated that: I thought my new dishwasher is gone, where as this unit was manufactured in January 2012 and is out of the one year factory warranty, the age being approximately 5 years old. Through multiple attempts to speak to both parties, no resolution has been reached at this time.
Initial Consumer Rebuttal /* (3000, 10, 2017/07/10) */
[redacted]Document Attached[redacted]
Attached their original receipt before I talked to them which said that their technician found seized motor now they are claiming that they fixed it and that the engine was working ???? , I think it is obvious that they manipulate everything to their point of view
Final Business Response /* (4000, 12, 2017/07/11) */
This is not the technicians original ticket left with the customer, this is a bill the customer received in the mail. The description of the repair performed is incorrect and was closed incorrectly by our accounting department. Mrs. and Mr. [redacted] admitted the unit is and has been working. The service fee was quoted before the repair and is still due. Please excuse our clerical error on the bill the [redacted]'s received.
Initial Business Response /* (1000, 5, 2017/07/05) */
Mrs. [redacted] called into Cook's Appliance on 6/23/17 and scheduled an appt. for her dishwasher, she was quoted the service fee of 129.95 at that time. [redacted] arrived on 6/24 @ 1:27pm. He cleaned all debris out of the unit including plastic...
spoons, insulation from bottom of sports bottles or drink holders and other various items. After cleaning the unit he was able to run two test cycles and advised the customer that because it has sat unused for over a year it was advised by the factory to have the seals replaced as well as the motor was not performing as well as it should. At this point Mr. [redacted] showed up and began screaming at his wife for calling Cook's Appliance. Mr. [redacted] refused further repair and would not pay the service fee. [redacted] left the home as the situation was uncomfortable with the domestic argument. I spoke to Mr. [redacted] on 6/29 @ 5:35 and Mr. [redacted] screamed and yelled at me, stating " I will see you in court!" Mr. [redacted] called back at 5:57 on 6/29 and wanted me to watch a video of the unit working, I explained that it was working when [redacted] left and those were the suggested parts as the seals may leak at some point because of it not being used and the motor was not operating properly. He still refused to pay and more yelling ensued directed at me and our company. Mr. [redacted] insisted that we fire [redacted] and that he was a fraud. I explained that all of our technicians are factory trained and we always follow factory standards. On 6/30 @ 11:05 Mrs. [redacted] called me and says the tech was at her house 2 minutes and never did anything. Using our GPS tracker I verified that [redacted] diagnosed the unit for 26 minutes and it was working when he left. Mrs. [redacted] then admitted that is was working when he left, Mrs. [redacted] also admitted that [redacted] quoted her the parts as "The seals and motor could go bad in the next few months." Mrs. [redacted] started screaming and I asked her to stop and she refused so I disconnected the phone call. Mr. [redacted] called back on 6/30 @ 2:37 and immediately started screaming again, saying he would sue Cook's Appliance if he received one more bill. He stated that he would pay only if [redacted] were fired. Mr. [redacted] stated that [redacted] quoted them a million dollars to fix the unit. I explained that firing anyone was not a viable option and [redacted] was factory trained, suggesting factory parts per regulations. Mr. [redacted] hung up on me at this point. Each of our technicians have gone through a thorough background screening, they receive training several times a year, they never make any type of commission, pay or cut on the cost of parts or labor on any type of service job. The customer refuses to pay a bill that they were quoted the cost prior to Cook's Appliance ever scheduling the appointment and based on all the statements made to me by Mr. and Mrs. [redacted], they are upset that the unit went unused for a year when it was full of things that do not belong in a dishwasher. Mr. and Mrs. [redacted] have only communicated with the General Manager, [redacted]. and have not spoken to the owner at any point as stated in the initial complaint. The owner is aware of the situation and we have tried to explain and resolve the situation with the [redacted]'s but they refuse to pay for a service they initiated and were quoted even before scheduling the appointment. In the initial complaint it is stated that he was quoted $430 and $300 dollars, which is contradictory. The initial complaint also states the unit is working good as new, that is correct as our technician [redacted] fixed the unit. It is also stated that: I thought my new dishwasher is gone, where as this unit was manufactured in January 2012 and is out of the one year factory warranty, the age being approximately 5 years old. Through multiple attempts to speak to both parties, no resolution has been reached at this time.
Initial Consumer Rebuttal /* (3000, 10, 2017/07/10) */
[redacted]Document Attached[redacted]
Attached their original receipt before I talked to them which said that their technician found seized motor now they are claiming that they fixed it and that the engine was working ???? , I think it is obvious that they manipulate everything to their point of view
Final Business Response /* (4000, 12, 2017/07/11) */
This is not the technicians original ticket left with the customer, this is a bill the customer received in the mail. The description of the repair performed is incorrect and was closed incorrectly by our accounting department. Mrs. and Mr. [redacted] admitted the unit is and has been working. The service fee was quoted before the repair and is still due. Please excuse our clerical error on the bill the [redacted]'s received.