Tatro's Appliance Service & Sales

On Monday, 2/24/2 Tatro's called our home and scheduled an appointment (given our information from *** whom we called to get help having our 17 month old *** dishwasher serviced. They had gotten our information from ***. Tatro's Aces explained the visit would be a starting cost of $198.00 to come and diagnose the issue, we scheduled the appointment feeling like all other appliance repair places were not responding to our inquiries. The technician on 2/26/2020 said there was too much soap in the bottom of the dishwasher causing drainage issues, that we shouldn't use pods. The technician also identified that there was a control board needed and the plumbing needed to be a "p" trap not an "s" trap. We paid $198.00 for the visit which totaled 35 minutes the technician was at our house.
On 2/27/2020 I received a phone call from Tatro's saying that the total cost of the repair would be $584.41 which includes the cost of the replacement power module programmer (control board) $143.78, the initial $198.00 and an additional $198.00 to return and service the machine. Tatro's also told me, to help get the part covered, I should call *** and ask them to provide a dispatch #. As the customer, why am I having to insure that the parties involved are doing their jobs? We paid $749.00 for a *** dishwasher machine 17 months ago. And I need to call a plumber to change the trap.
I called Tatro's back to try and understand how $396 for travel and labor is determined. They said it is a charge from "port to port" which I believe means shop to residence to shop. In a phone conversation with a technician, they explained that it is $98 for the first 30 minutes once leaving the shop, and another $98 per hour for each hour after until they return to the shop. Given this, the technician noted, I was undercharged for the visit on 2/26, it should have been $248. I explained to the technician what I had already been through and he said he would talk to the owner, Mark, to see if there was something they could do to alleviate the travel/labor costs. The technician called me back promptly, said he had spoken to the owner, and said the owner stated the charges are what they are, no exceptions.
Today, I had our plumber out to problem solve the trap. They converted the S trap to a P trap and we tested the dishwasher. It still doesn't work properly. The plumber charges $85 per hour. They were here for a total of 1.5 hours and explained to me the floats and check valves in the dishwasher to prevent flooding and noted the damage caused to our dishwasher upon installation because the installers used the wrong hardware. I am hours deep into unraveling getting the dishwasher functional. At this point, I will not be using Tatro's Aces nor recommending them to anyone. I will also not be purchasing ever again from *** in Burlington, VT, and I will most likely not purchase *** appliances unless they make it right.

We contacted Tatro's to schedule an appointment to fix our oven. We were asked to provide the brand, model number and explanation of the problem. Once we provided this information we set a date for repair. When we returned home after their appointment we had an invoice sitting on our stove. No repair had been completed, even though that is the impression that was given during our conversations with them, they also noted they were at our house for 30 minutes when our security cameras prove a visit of under 10 minutes and the stove had not been fixed. Instead we were left with a "diagnostic" bill for $96. We do understand that some circumstances require a diagnostic visit. This was not the impression we were given during conversations. The most concerning part of our experience was that we were not made aware that any visit from Tatro's was a standard $96 fee. This is not explained over the phone or on their website, neither is this fee is waived if you use their repair service. Tatro's needs to make their mandatory diagnostic appointment and $96 fee understood by both parties before scheduling an appointment. This needs to be mentioned during scheduling and on their website.