L.H. Brubaker Appliances, Inc.

Review: I hired LHBrubaker to repair a Viking oven and the light dimmer switch on a Viking hood. They came to our home three (3) times. The first time one repairman came to check the oven. He indicated he did not know what was wrong, that it may be a relay in the oven and they would have to make another service appointment where two (2) men would come out so the stove could be taken out and serviced from the back. He also made note of the dimmer switch for the light in the hood that was not working to be ordered. I received a call some weeks later to schedule another service appointment. One (1) repairman showed up the second time. This repairman noted that the wrong part was ordered for the light dimmer switch that the right part would need to be re-ordered. LHBrubaker indicates that they replaced the relay on the oven at this time. I did not see the repairman do this, nor was a broken relay showed to me. The oven still did not work. I stayed in the kitchen watching the entire time he was at the home. Additionally, since two (2) men were needed to move the stove, he indicated he could not investigate the cause of the oven not working and would have to have the office schedule another appointment whereas two (2) men could move stove. Several weeks later, I was out of town and received a call to schedule a service appointment. I contacted my husband to call LHBrubakers to schedule the appointment when he could be home, in which he did. Two (2) repairmen did come out and pulled out the stove. Upon pulling out the stove or placing it back in they broke our countertop. The repairman then replaced the switch for the fan in the hood, which was working fine. When the two (2) repairmen left, they indicated to my husband that thought they may know what was wrong with the oven but said nothing about the light dimmer switch in the hood. Late that afternoon I returned home and my husband told me the repairmen had been at the house that day. I went over to check the light dimmer and it still didn't work. I called LHBrubakers and asked them why it still wasn't working. The woman told me she would have to get back to me. She called back and said that the repairman knew that he switched out the wrong one and they were ordering a new one and would call to schedule another appointment when that switch came in. At this point I became a bit frustrated with this company and told my husband that he would have to deal with the issues of the stove from that point forward. At some point after speaking with LHBrubakers the second time, I noticed the countertop was broken. My husband called LHBrubakers and they must have been closed because a recording came on and he left a message indicating the countertop had been broken by the repairmen. Someone did call him back and the discussion was about the repairs to the hood and oven thus far, our frustration with the service and the broken countertop. The man indicated he was sorry that we lost confidence in their repairmen and they would send us a bill. I received a package from LHBrubakers which contained 2 bills, a letter and a part, which they later told me was the switch that was removed from the hood in error.

Invoice No. [redacted]-** is for a total of $86.17. This amount is for a Viking Blower Control (which was never broken) $56.29 and $25.00 for them to service the Viking Blower Control. $4.88 sales tax.

Invoice No. [redacted]-** is for a total of $185.28. This amount is $78.79 for a Viking Relay. $96.00 for service call. $10.49 tax.

When I received this package I was a bit confused by the part inside and the bills. I called and a service manager called me back. He indicated that they returned the part that they removed because it was not broke. (however, on the invoice it states that the wire on fan switch is frayed and they will repair and return. I can tell they did not repair it because everything on it is greasy, however a screw is missing out of it.) I indicated that I did not want to pay for a switch or service call that ultimately did not fix what was wrong to begin with. He indicated that they would have come out to put the old one back in and put the new one in the correct place. At this point I have heard several different stories about this dimmer switch. I am not confident in the service they provide. Additionally, this part they sent back to me has bounced around their warehouse and then through the mail and it has a screw missing. I am not sure this part, which worked fine before they took it out, is now going to work. The Relay they said they replaced - I cannot confirm or deny that they did this. All I know is they said they replaced it and the oven still does not work. I am additionally confused as to why they charged $25.00 service charge to replace the dimmer switch/Blower Control and charged $96.00 service charge to replace the Relay. At both times only one (1) repairman was present. I also spoke with him about the broken countertop. He said he had heard nothing about this. He asked me to send him a picture (which I did with my phone and sent to him immediately after our call) I ended the conversation indicating I would provide my husband with the information and that he could decide what we should do.

My husband called LHBrubakers today, November 4, 2013. He spoke with a manager. He went over his frustration again and that he did not feel invoice was accurate for the service they provided. The manager indicated that I told him we would pay the bill in full. This is a false statement. They also spoke about the broken countertop and the the manager said these things happen. The manager told my husband that we must pay the Invoices and that he is sending the invoices to a collection agency.Desired Settlement: I do not feel I should pay for Invoice No. [redacted]-** in the amount of $86.17 (dimmer switch for light that was broken - invoice indicates it is Viking Blower Control)

I am willing to pay for Invoice No. [redacted]-** in full.

LHBrubakers pay for repair to countertop. I do not have estimate on countertop as of yet

Business

Response:

Thank you for allowing us to respond, attached is our information regarding this customers concern.

Thanks