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Lotts Appliance Center, Inc.

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Reviews Lotts Appliance Center, Inc.

Lotts Appliance Center, Inc. Reviews (1)

Review: Contacted Lotts Appliance on or about September 3rd reporting that my dishwasher was inoperable. Spoke with [redacted] who stated that "Before a service call can be arranged a credit card number is required to cover the cost of the service call". She did not provide an estimate of the charge for the service call. On or about September 6th a service technician inspected the dishwasher and stated that the "control panel needed to be replaced." He could not provide a cost estimate stating that "the office would call". [redacted] called a few days later saying that the control panel would cost approximately $200 and with installation the total cost would be approximately $300. When I inquired about the cost of the service call she said "It's about $125, but a portion of that charge would be credited toward the cost of repairs". She said that she would call me to arrange the repair once the parts had arrived.A week or so later I received a call from [redacted] indicating that the parts were in and arranging a date to have the repairs made. (September 19th). On September 19th, a technician named [redacted] arrived with the replacement part. Again I asked what the cost would be and he said "It would be approximate $360 (no mention was made of a service charge credit)". He also stated, "You can purchase a new dishwasher for about $550, he called [redacted] to confirm this price." [redacted] never spoke directly with me. With less than a $200 difference in cost for a new dishwasher I authorized [redacted] to order a new one. He also stated that it would be installed the following day. The new unit was installed on September 20th. When [redacted] departed I requested that he ask [redacted] call me with the final cost. She never did so.A few days later I checked my credit card account and found a charge of $776.00 appeared from Lott Appliance. I telephoned [redacted] who provided a less than acceptable explanation of how a $360 repair charge suddenly became a $776.00 and no valid explanation as to the any service call credit. The entire experience has soured me on this company due to poor communication, no accurate verbal or written advance cost estimates, unprofessional procedures and not even an attempt to make an adjustment in the final charge.Desired Settlement: Adjustment of charges.

Business

Response:

On August 27th I received a call from [redacted] stating he needed repair service on his dishwasher that had lights flashing on pots and pans and rinse only. He stated when he hit the clear button lights would go out but when you let go of the button the lights would come back on. Customer also stated that there was some water still in bottom of dishwasher. At this time I scheduled a service call for Mr. [redacted] for Sept 6th between the 9 and 1 pm time frame. The customer informed me that he may not be home at time of service but to go ahead and look at the dishwasher. At this time I informed Mr. [redacted] that we collect for the service call on the first trip out and would need to have a credit card number on file if he was not going to be home. Mr. [redacted] has used us several times in the past for a refrigerator repair, a stacked unit repair, and a dryer repair and that is why he was not told for 4th time what the service charge was nor did he ask. The service technician went to his home on Sept 6th to inspect the dishwasher and did find that it needed a touch pad. He did inform Mr. [redacted] that once the touch pad was looked up back at the office that someone would call to let him know the estimate for the repair. Technician left Mr. [redacted] a message letting him know we were trying to get in touch with him with the estimate for this repair. Mr. [redacted] called the store a day or two later and spoke with me and I gave him the estimate of the repair of around $350.00 to complete the repair. This estimate included the initial service call which ended up being $125 due to the length of time spent diagnosing problem. The technician was there 51 minutes. Mr. [redacted] then informed me to go ahead and order the part. On Sept 9th I placed the order for the part. on Sept 12th the part came in and Mr. [redacted] had informed the technician he would be out of town for about a week and would call to schedule when he got back. Mr. [redacted] called in to schedule service for Sept 19th between the hours of 9 and 10am. He requested to be the first call of the day. He again at this time asked me how much the total bill was going to be. I did not have his service ticket in front of me at the time and informed him I would call back to let him know. I called Mr. [redacted] on Sept 18th and let him know the total cost of the repair would be $375.02. This included the initial service call and parts and labor and tax. He said that was fine and expected to see the technician the next morning between 9 and 10am. On Sept 19th I received a call from the technician who was in the home of Mr. [redacted] at the time and the technician asked me for prices on a new dishwasher because Mr. [redacted] had changed his mind and did not want to fix the dishwasher. I proceded to let the technician know a few prices on the dishwashers we had in stock in stainless steel. Mr. [redacted] chose to go with a Frigidaire stainless steel dishwasher that was $499.99 and was told the installation would be $125.00 to install the unit. I also told the technician before he got off the phone to let Mr. [redacted] know that we had not charged his credit card yet for the initial service call of $125 and that amount was still due. The technician set up the delivery over the phone for the next day which was Friday Sept 20th in the morning between 10 and 12. Mr. [redacted] had informed him to run the dishwasher on the credit card. I was never called back by Mr. [redacted] nor was I told to call Mr. [redacted] after that phone conversation. At that point I thought everything was OK and the delivery guys after returning from the installation never said anything either. I received a call from Mr. [redacted] a few days later fussing about the amount that was charged to his credit card. I explained to Mr. [redacted] that the intial service call still had to be collected plus the amount of the dishwasher and installation. He threatened to contact the Revdex.com and said I never gave him a verbal estimate for the repair which I gave to him twice; once before ordering the part and once the day before we went back to service the unit. We call our customers with the quote for the repair so we are not stuck with the parts once they are ordered in. This is especially true for control boards that have a price of $189.00. This is not the first time this has happened with this customer not wanting to pay for service. Back in June of 2009 when we serviced a stacked unit for Mr. [redacted] our technician had found the unit had been taken apart and put back together incorrectly shorting wire harnesses. Unit needed numerous parts to repair. Customer said he doesn't want to fix the unit. Customer owed for service call and refused to pay it. We had to write this off as a loss. At this time I feel that the customer was informed of the charges and knew ahead of time what the charges were going to be. There will be no adjustments made at this time. Thank you, [redacted] Secretary/Treasurer

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Description: APPLIANCES-MAJOR-DEALERS

Address: 2857 Stuarts Draft Hwy Suite 142, Stuarts Draft, Virginia, United States, 24477

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