Laurence Repair Reviews (%countItem)
Laurence Repair Rating
Address: 300 Mt. Lebanon Blvd Ste 233, Castle Shannon, Pennsylvania, United States, 15234
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+1 (412) 471-1223 |
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Laurence had indicated that they would diagnose and provide quote for repairs to my Haier dehumidifier for an $85 fee.. Job was accepted on 9/10/2018 and $120.95 paid on Discover including $85 fee plus $30 disposal fee (if/as necessary).
Laurence subsequently indicated in a phone call that the compressor was bad but Laurence provided no quote to repair only a statement "it would be uneconomical to repair". (The compressor was still under warranty). Later in a separate call Laurence said that they did not work with the refrigerant in the unit. When we retrieved the unit $30 was returned by check for disposal fee.
Laurence should not have accepted the job and money if they would not or could not do the job.
We were mislead and want $85 fee reimbursed.
Upon review of our records, we were unaware that this customer had a complaint. Our standard operating procedure during the diagnostic is to examine the appliance, determine the cause of failure, and provide the customer with options based on our knowledge and experience. When we accepted the appliance in our shop, we explained that the diagnostic fee was charged regardless of the customer's final decision to continue with the repair. If the customer had chosen to continue with the repair, the previously collected fee would be applied to the total cost of the repair. Once we examined the dehumidifier, we discovered that the cost to repair the unit would exceed the cost to replace the unit with a brand new model. Based on the customer's description of the failure, we were unable to determine that the issue was related to the refrigerant in the system, which we are not certified to repair. We had anticipated that the failure was elsewhere in the unit. Upon review of our records, the diagnostic fee we collected is a fair value for the time and labor we spent examining the unit and researching repair options. The customer was contacted to come retrieve the unit, which he did, and he was given his disposal fee deposit in full and we explained our opinion that it would cost significantly less to replace the unit. We never received any further communication or feedback from the customer to know that he was unsatisfied. If we had known that the customer was unsatisfied with our service, we would have attempted to reach an understanding about why the fee collected was fair for the service we provided.