NK Custom Construction

Initial Business Response /* (1000, 5, 2016/05/12) */
Better [redacted] Bureau
Attn: Maria
Subject: 26065732: [redacted]
May 12, 2016
We were out to [redacted]'s home on March 23rd on her Maytag Washer. She needed a new motor. We checked several distributors for her part and none of them had...

in stock so had to come from Whirlpool who owns Maytag.
When customers call and want to schedule a service call we tell them it is a flat rate plus the cost of parts that might be needed. She was told that when she scheduled the serive.
I will say I am not sure if anyone called her about the part being on back order. She did call twice. The 1st time she was told about us researching for the part and that it would be on back order. The 2nd time she called she wanted a refund because Whirlpool gave her a new washer she said we told her it is a flat rate and would not be receiving a refund. It is not our fault that a part was on back order and she did not want to wait. If she did wait and we installed the part, she would only owe for the part. But now since she received a new washer we are suppose to give back her money?
I guess as a good will gesture we can give her a portion of the service paid but that is "not" our policy. I will agree we apparently did not tell her the part was on back order before she called. But as far as the service charged, it is a flat rate whether she proceeds with the repair or not. I will send her a copy of this along with the $40 check.
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2016/05/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept Hiscox offer and I hope to be able to continue to do business with them in the future. The service people are very friendly and courteous.and I thank Hiscox for their attention to this matter.