Paradigm Biodevices Inc

Initial Business Response /* (1000, 5, 2015/12/16) */
Customer called office on 11/16/and appointment has been scheduled for 11/20/between 11-with our best technician
Technician made adjustments and collected check for $135(including trip charge and diagnostic- preapproved prior
appointment)
Customer called back and advised that he has experienced the same issue
Thermador oven needs touch panel per our previous technician's diagnosticOffice called customer and provided estimate for repairsEstimate has been approved and touch panel has been orderedOur technician came back with part (we have been received from Bosh parts distributor) on November 25, 2015, one day before Thanksgiving dayThe touch panel was wrong at time of service(unfortunately its happened to be)Office has been offered another appointment on 12/02/with one hour window and overnight part's deliveryThe correct part was only available at one location due to limited supply and the office tried to work with customer to make him happyCustomer was very upset already and was asking for refund and did not want to continue the phone conversation
The refund has been scheduled right awayCustomer got his money back $by 12/11/

Initial Business Response /* (1000, 5, 2015/11/16) */
The customer contacted us on June 4, 2015 and an appointment was scheduled on June 5, 2015. The trip charge and diagnostic has been paid at the time of service, as agreed, on the first visit, on June 5, 2015. The same day on June 5, 2015, the...

office called with the estimate for repairs following the diagnosis. The customer explained that she will think about it and will let us know.
On June 8, 2015 (next business day) the customer called us and commented about the parts not being ordered yet and the job which has not been completed yet.
We explained that we were waiting to hear back from the customer, as we did not have the approval to proceed with repairs. Our company policy is to order parts after customer's approval. The customer approved repairs and advised not to call to schedule, the customer would call us.
On June 9, 2015, the customer called to schedule an appointment for June 12, 2015.
On June 12, 2015, the technician repaired the refrigerator, and replaced the following failed parts: water valve, ice maker, and freezer gasket. After installing the gasket, the technician noticed a manufacturer defect: a small tear. He pointed to the customer and advised that will need to reorder the gasket, which will be installed at no charge and the order will be rushed.
For the second appliance we replaced the thermostat, but needed to order another additional part (In rare situation like this, we did not know about the second part that was needed, until we replaced the first part). In order to replace the additional part the unit needed to be pulled out, and an additional estimate was provided to the customer. The technician spent almost four hours repairing both units. The customer did not pay for the completed repair as previously agreed, advised to order the additional parts.
The parts were ordered the same day (which are still in our office), and since that time we have been trying to get a hold of the customer.
We called on that day regarding the payment, per customer's request at noon and another time on that day. Since then, we left about fifteen voice messages. Our technician stopped by twice and left another invoice copy as we were unable to reach the customer via the phone.
By receiving this Revdex.com complaint in November 2015, this is the first time we hear from the customer, since the last date of service June 12, 2015. The customer owes Electric Express Appliance over $800 which we have been trying to collect in the past 5 months which the customer has been refusing to pay by ignoring all of our calls and voice messages. We are not aware of the property damage and / or any non working appliance.
We provide warranty on our repairs, and for parts and labor. However, we did not even know that the customer had any issues until now we hear from the Revdex.com.
We appreciate your consideration in this matter and are looking forward to resolving it promptly and amicably.
Sincerely,
Management

Initial Business Response /* (1000, 5, 2016/02/03) */
Per our phone conversation with customer, we have adjusted labor for 50% less.In reviewing our record no errors have been found. Customer accepted and satisfied with charges.Case is closed, confirm with Revdex.com representative.
Initial Consumer...

Rebuttal /* (2000, 7, 2016/02/04) */
The service company agreed to adjust charge. I'm happy and accepted the settlement. It's reasonable now.
Please close the case.