Midwest Bottle Gas

We apologize for the customer's frustration and inconvenience. Unfortunately parts for
appliances are not always available and can be back ordered for several months. When we
determine this situation we send out a notice to the customer, which we did on June 20, 2014.
The estimated date is the...

only thing we have until the part arrives. When the part arrived, we
did call and schedule an appointment.
I believe the transport fee the customer refers to is our trip charge. We tell every customer
about this fee when they schedule their first appOintment. Unfortunately the repair did not
work. We do tell all of our customers if they decide not to repair but purchase new from us
we will refund part of this trip charge.
We are a small company and our technicians turn in their paperwork with notes and
adjustments the next morning after a call. We always send customers copies of service
Invoices when we have finished them in our system and her invoice was finished on July 22,
2014. We are not sure why she did not receive one.
We will send the customer a refund check for $125.00 on August 27,2014 and also provide
another copy of her invoice showing the charges she has paid for. Since we no longer have the
old pump, we will leave the new pump with her and not require the return of this new pump
for her credit.
Again, we are truly sorry for the frustration and inconvenience and trust this will settle this
matter.
Sincerely.

Review: Call on June 2, 2014 schedule on June 5, 2014 for come and check washing machine, having trouble with it. They came and told us we would need to have a pump order, we said OK. About two weeks later we had heard nothing from the company, I call them and they did not know for sure just told me that when the part came in they would call me and set up a appointment, they did not say anything else did not try to find or give me a proper answer with a time frame. During this time my family and I were going to the laundromat to do our laundry wondering what was going on with our washing machine part. I have called them constantly for about a month and have always gotten the same answer of they would call when the part came in and schedule to come put the part in. I think in the month of June I called about 3-4 times and had left many messages for someone to call me back with but ever called me back, ever. Finally in July I received a letter stating that the part was on back order until July 10, 2014. So my family and I decided to wait until after then to call in and check with the company. I called to check on the progress of the part was after about a week from July 10, 2014 and received the same answer of when the part came in they would call and schedule any appointment, that was all. After getting nowhere I decided to finally talk with an manager who did not know what was going on but she said she would call me back with an answer as I was a little frustrated at this point with their lack of customer service. She did call me back, which was a shocker that if she could call me back then why did no one ever call me back after all those message I left with them before? The manager was able to inform me that the part was ordered and coming in soon and if I would like to schedule an appointment to come and install the part. I said yes but I did say that I was not willing to paid the full price of labor fee for the installation because of the two months wait I had wait for a part and when I called no one could give me a simple answer to me question of how long it would take for the part to get here. She states that I would have to pay for it but I she did understand my frustration and would talk with the other manager in charge of repairs if I could get a discount and would call me back. She did not call me back so I called her back and she did say that yes a discount could be apply to the installation labor charges. They came on July 21, 2014 finally to install the part and left. I called in on that same day July 21, 2014 to make a credit card payment over the phone with the company and when I asked if the labor discount was applied the girl on the phone was not entirely sure what I was talking about but after I told her what was going on she did say that yes it was applied. She also mention a transport fee, which I was never inform of at the time of service or before the time service, but nonetheless I paid the charges. After taking my money I asked the girl to send me a statment/receipt of the bill and she said she would but it has been over a month and no bill over any sort of itemized billed has made it to me house. We try the washing machine a day or two later and found out it did not work at all, it was still broken for exactly the same reason we called in the first place. I called the company back and told them what happen they said they would come to check out the problem again free of charge before anything else could be done. They came and looked over the washer again on July 28, 2014 and told us if it wasn't the pump then it was the motor and would we like to order a motor from them? Not surprising we said no, not with the experience we had before with them.We said we would just get a new washer then and then the repair man stated that if we got one from them then we were eligible for a discount for labor when they came to install the new washer. We said we think about it. He said that we could get a refund and we said great start the process and they would call to schedule to pick up the pump they installed. Took us a day to decide no we did not want to go with them after what we experience with them so far. So I called in the next day to let that we were going to buy an new washer somewhere else, but when I called customer service did not know what was going on and nothing on about a refund. Customer service said she would leave a note with the repairman letting him know that we were going somewhere else for a new washer and about the refund. I wait about a week and did not hear anything back from the company. I called back and said I wanted to speak to the repairman's manager, the man who approve the refund, and was told he only takes called from 8-9 in the morning so I left him a message to call me back. He never did. I finally went to the store August 11, 2014 and when I got there the front desk lady who remember talking with me and she was the one who left a note for the repairman, who happens to be on vacation. But, she did not know what was going on either and saw that there was something open on my account but did not know what that was for either. A manager who just happen to walk by was called over and try to help me out. But she was not sure what was going on either as it seems like no refund were in processs, no bill or statement were ever sent to me after I requested it, and no one called to schedule pick up the pump. Nothing had been done since I last called. The manager said she would find out what was going on and get me an answer tomorrow. August 12, 2014 the repair manager who I left a message with a week ago finally calls me back and wasn't too sure of what was going on either, so I repeated the story and also told him I never got statement from them and he said didn't you get a statement from your credit card company showing that the charges were taken out, I said yes I got my credit card statement but I wanted and asked for a statement from the company the day I paid for my charges and never got one, he did said nothing about it. He did tell me tell me what I paid for and I was shock to learn of how much the "discount" labor fee+transport fee were, he told me the only refund I could get back was for the pump. Great, and they would call to pick up the pump they installed, I asked if they could schedule to come pick up the pump today he said sure and if he could call back at the number I was using, I said yes. No call to pick up the pump was ever made that day and to date, that has been a week ago. No contact has been made. I don't know what is going on, are they coming to pick up their pump, will they return our old pump, am I getting a refund, where is my statement, did they charge me correctly? I'm not going to call or contact them anymore for I never get a proper answer. I feel that they as the company should be the one contacting me and knowing what is going on but they have no idea what is going on and are incapable of contacting me in any form.Desired Settlement: I just want them to refund me my money like they said, come pick up their pump, and if possible to give us back our old pump as it made no difference if we had their new pump or our old pump. Also I would like them to still send me my statement of what I paid for, I did request at the time of payment but never received it, and when they refund me my money to also have a paper copy of the refund as well.

Business

Response:

We apologize for the customer's frustration and inconvenience. Unfortunately parts for

appliances are not always available and can be back ordered for several months. When we

determine this situation we send out a notice to the customer, which we did on June 20, 2014.

The estimated date is the only thing we have until the part arrives. When the part arrived, we

did call and schedule an appointment.

I believe the transport fee the customer refers to is our trip charge. We tell every customer

about this fee when they schedule their first appOintment. Unfortunately the repair did not

work. We do tell all of our customers if they decide not to repair but purchase new from us

we will refund part of this trip charge.

We are a small company and our technicians turn in their paperwork with notes and

adjustments the next morning after a call. We always send customers copies of service

Invoices when we have finished them in our system and her invoice was finished on July 22,

2014. We are not sure why she did not receive one.

We will send the customer a refund check for $125.00 on August 27,2014 and also provide

another copy of her invoice showing the charges she has paid for. Since we no longer have the

old pump, we will leave the new pump with her and not require the return of this new pump

for her credit.

Again, we are truly sorry for the frustration and inconvenience and trust this will settle this

matter.

Sincerely.