The Clarke Culinary Center

Complaint: [redacted] I am rejecting this response because: From: [redacted] Sent: Saturday, August 22, 1:PMTo: [redacted] Cc: [redacted] Subject: Re: [redacted] Hi [redacted] - I listened to and transcribed the phone conversation that your company recorded of my wife I believe it says exactly what my wife thought that it said There was a “trip charge" of $to come to our house, that the repair person would quote us the cost of the repair before performing the work, and that it would cost $for him to look at and vacuum the other two appliances [redacted] did not say that there would be two charges of $to look at the other two appliances And there’s no reason for my wife to have thought that $would be charged for EACH appliance in our home, since we were already paying the $trip chargeOn the call, my wife made it very clear that there was nothing wrong with the other two appliances, and the technician confirmed that to me at our house Also, according to [redacted] , the technician was supposed to tell us the TOTAL cost of repairing the equipment BEFORE actually repairing the equipment - which he NEVER did I was the person in the house when he was there, and he never reviewed the costs with me as he was supposed to Had he told me that he would charge over $for his less than one hour visit, I would not have agreed As confirmed on the phone recording, my wife expected a cost of $for the trip + $to vacuum / clean up the other WORKING units, plus the cost of repairing the small ice maker which he never told us before repairing it So, as your tape states, we were told the cost would be $plus the cost of the ice maker repair According to your invoices, the ice maker repair, including the $trip charge, was $ So, our cost should be $+ = $- despite the fact that your technician failed to quote his work prior to doing it The actual charge from Clarke was $629.58, so you overcharged us by $201.72, not $which is what you offered as a credit Let’s just meet in the middle for a credit of $200, and upon receiving the credit, I will acknowledge to the Revdex.com that the matter is resolved Thanks, [redacted] Sincerely, [redacted]

I’m emailing in response to the compliant # *** filed by *** and *** *** against *** Customer CareI was first alerted to their complaint on August I reviewed the service call notes and also listened to the voice recording when *** *** called in to schedule the
appointmentThey are disputing charges that were clearly quoted and agreed to by Mrs***If you like I can provide a copy of the actual phone callRegardless of us charging what was quoted I felt we could have waived the two labor fees on the additional appliancesI attempted to contact the ***’s on Tuesday August 11th and left a voicemail stating I would gladly refund I have not received a return call from them to dateI would like to point out that my technician did not just visually inspect two additional appliancesHe basically did a maintenance call which is a more extensive inspection of the appliance which Includes cleaning of the condenser, running a full diagnostic to check for any electronic faults, checking the drain for obstruction and cleaning lower condensation panI hope my email provide a clear understanding of the ***’s service from our company Please feel free to contact me with any further questions Thanks *** ***

I’m emailing in response to the compliant # *** filed by *** and *** *** against *** Customer CareI was first alerted to their complaint on August I reviewed the service call notes and also listened to the
voice recording when *** *** called in to schedule the appointmentThey are disputing charges that were clearly quoted and agreed to by Mrs***If you like I can provide a copy of the actual phone callRegardless of us charging what was quoted I felt we could have waived the two labor fees on the additional appliancesI attempted to contact the ***’s on Tuesday August 11th and left a voicemail stating I would gladly refund I have not received a return call from them to dateI would like to point out that my technician did not just visually inspect two additional appliancesHe basically did a maintenance call which is a more extensive inspection of the appliance which Includes cleaning of the condenser, running a full diagnostic to check for any electronic faults, checking the drain for obstruction and cleaning lower condensation panI hope my email provide a clear understanding of the ***’s service from our company Please feel free to contact me with any further questions Thanks *** ***

Company sent v/m directly to you  -  Revdex.com Hi [redacted], Per your request I’ve attached the actual phone conversation between your wife and my dispatcher.  As discussed I’m more than happy to refund both additional 99.00 labor fees and taxes. My technician [redacted] did confirm to me last week that he did completely check the All refrigerator and all freezer units. This included vacuuming the condensers even though there was not any major build up, checking the drains and cleaning the condensate pans. As you indicated he even vacuumed out two additional under counter units that he didn’t write up or charge for during the service appointment.I would ask that you confirm back to me that you will drop your Revdex.com complaint against Clarke Customer Care. Although we are agreeing to refunding back some cost we did charge exactly what we explained over the phone and It was clearly agreed to. Thank you[redacted]
 Service Manager Clarke Customer Care[redacted] email[redacted] | web: [redacted]

Hi [redacted] - I think we can agree to disagree on how clear Clarke's quote was prior to the visit.  In any case, I accept the resolution of this matter with the $200 reimbursement, and will acknowledge the credit with Revdex.com once it's received. Thanks, [redacted] Sent from my iPhone On Aug 24, 2015, at 9:43 AM, [redacted] <[redacted]> wrote: Hi [redacted],   I have no problem crediting 200.00 for you. I would like to go on record to say this is a concessionary refund not a refund for over charge. The only thing I would agree is if the tech didn’t quote the 99.00 labor for the icemaker then we are guilty of that. The other charges were clearly quotes and we looked at two additional appliances and did not charge anything. I will send this off to our accounts payable to put through a 200.00 credit. Please email me a confirmation once this is resolved with the Revdex.com.   Thanks [redacted]

Complaint: [redacted]
I am rejecting this response because:
From: [redacted] Sent: Saturday, August 22, 2015 1:16 PMTo: [redacted]
Cc: [redacted]Subject: Re: [redacted]
 
Hi [redacted] - I listened to and transcribed the phone conversation that your company recorded of my wife.  I believe it says exactly what my wife thought that it said.   There was a “trip charge" of $135 to come to our house, that the repair person would quote us the cost of the repair before performing the work, and that it would cost $179 for him to look at and vacuum the other two appliances.  [redacted] did not say that there would be two charges of $179 to look at the other two appliances.  And there’s no reason for my wife to have thought that $179 would be charged for EACH appliance in our home, since we were already paying the $135 trip charge. On the call, my wife made it very clear that there was nothing wrong with the other two appliances, and the technician confirmed that to me at our house.
 
Also, according to [redacted], the technician was supposed to tell us the TOTAL cost of repairing the equipment BEFORE actually repairing the equipment - which he NEVER did.  I was the person in the house when he was there, and he never reviewed the costs with me as he was supposed to.  Had he told me that he would charge over $600 for his less than one hour visit, I would not have agreed.
 
As confirmed on the phone recording, my wife expected a cost of $135 for the trip + $179 to vacuum / clean up the other WORKING units, plus the cost of repairing the small ice maker … which he never told us before repairing it.  So, as your tape states, we were told the cost would be $314 plus the cost of the ice maker repair.  According to your invoices, the ice maker repair, including the $135 trip charge, was $248.86.  So, our cost should be $248.86 + 179 = $427.86 - despite the fact that your technician failed to quote his work prior to doing it.
 
The actual charge from Clarke was $629.58, so you overcharged us by $201.72, not $198 which is what you offered as a credit..
 
Let’s just meet in the middle for a credit of $200, and upon receiving the credit, I will acknowledge to the Revdex.com that the matter is resolved.
 
Thanks,
[redacted]
 

Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:From: [redacted] Sent: Saturday, August 22, 2015 1:16 PM To: [redacted]
Cc: [redacted] Subject: Re: [redacted] Hi [redacted] - I listened to and transcribed the phone conversation that your company recorded of my wife.  I believe it says exactly what my wife thought that it said.   There was a “trip charge" of $135 to come to our house, that the repair person would quote us the cost of the repair before performing the work, and that it would cost $179 for him to look at and vacuum the other two appliances.  [redacted] did not say that there would be two charges of $179 to look at the other two appliances.  And there’s no reason for my wife to have thought that $179 would be charged for EACH appliance in our home, since we were already paying the $135 trip charge. On the call, my wife made it very clear that there was nothing wrong with the other two appliances, and the technician confirmed that to me at our house. Also, according to [redacted], the technician was supposed to tell us the TOTAL cost of repairing the equipment BEFORE actually repairing the equipment - which he NEVER did.  I was the person in the house when he was there, and he never reviewed the costs with me as he was supposed to.  Had he told me that he would charge over $600 for his less than one hour visit, I would not have agreed. As confirmed on the phone recording, my wife expected a cost of $135 for the trip + $179 to vacuum / clean up the other WORKING units, plus the cost of repairing the small ice maker … which he never told us before repairing it.  So, as your tape states, we were told the cost would be $314 plus the cost of the ice maker repair.  According to your invoices, the ice maker repair, including the $135 trip charge, was $248.86.  So, our cost should be $248.86 + 179 = $427.86 - despite the fact that your technician failed to quote his work prior to doing it. The actual charge from Clarke was $629.58, so you overcharged us by $201.72, not $198 which is what you offered as a credit.. Let’s just meet in the middle for a credit of $200, and upon receiving the credit, I will acknowledge to the Revdex.com that the matter is resolved. Thanks,[redacted] 
Sincerely,
[redacted]

Company sent v/m directly to you  -  Revdex.com
 
Hi [redacted],
 
Per your request I’ve attached the actual phone conversation between your wife and my dispatcher.  As discussed I’m more than happy to refund both additional 99.00 labor fees and taxes.
My technician [redacted] did confirm to me last week that he did completely check the All refrigerator and all freezer units. This included vacuuming the condensers even though there was not any major build up, checking the drains and cleaning the condensate pans. As you indicated he even vacuumed out two additional under counter units that he didn’t write up or charge for during the service appointment.
I would ask that you confirm back to me that you will drop your Revdex.com complaint against Clarke Customer Care. Although we are agreeing to refunding back some cost we did charge exactly what we explained over the phone and It was clearly agreed to.
 
Thank you
[redacted]
 
Service Manager Clarke Customer Care
[redacted]
[redacted] email[redacted] | web: [redacted]

Review: My wife called to have our ice maker cleaned to remove mineral buildup. When the service technician arrived, my wife was not home so I showed him where the appliances were in our kitchen, including our refrigerator, freezer, small beverage refrigerator, small wine cooler, and ice maker. All five appliances are [redacted]. I checked on the technician once during his visit, which lasted less than an hour (he arrived about 3:45 and left before 4:45). He pointed out that the base plate of the small ice maker (where air flows into the condenser at floor level), had pet hair build up, which he removed. He also pointed out that the two condensers on the large appliances (the large refrigerator and separate freezer) had no pet hair, as they are at the top of the appliance. He asked if he should replace the water filter on the large freezer (which has a small ice maker). After questioning him about why he felt it was necessary, he agreed it was not necessary, since the large ice cube size suggested that the filter was not constraining water flow. After removing the pet fur from the stand alone ice maker, he cleaned the unit. While we were told there was a $190 charge for the visit, they emailed three invoices after charging our credit card the following:- $248.86 for servicing the [redacted] ICEMAKER, comprised of a "residential trip charge" of $135 plus $99 in labor and $14.86 in tax. He did service this item.- $190.36 for the BI36R/0 Refrigerator, which he never actually did anything to. The invoice included $80 for SECOND APPLIANCE DIAGNOSTIC CHARGE and $99 in labor plus $11.36 in taxes ... but no work was done on it.- $190.36 for the [redacted] Freezer, which he never actually did anything to. The invoice included $80 for SECOND APPLIANCE DIAGNOSTIC CHARGE and $99 in labor plus $11.36 in taxes ... but no work was done on it.Desired Settlement: I would like the charges removed on the two appliances which the service technician did nothing to. Total credit should be $380.72. Even though the charge for the small icemaker was $50 more than we were quoted ($190), we're willing to keep that charge, since the technician actually showed up and serviced the equipment.

Business

Response:

I’m emailing in response to the compliant # [redacted] filed by [redacted] and [redacted] against [redacted] Customer Care. I was first alerted to their complaint on August 10. I reviewed the service call notes and also listened to the voice recording when [redacted] called in to schedule the appointment. They are disputing charges that were clearly quoted and agreed to by Mrs. [redacted]. If you like I can provide a copy of the actual phone call. Regardless of us charging what was quoted I felt we could have waived the two 99.00 labor fees on the additional appliances. I attempted to contact the [redacted]’s on Tuesday August 11th and left a voicemail stating I would gladly refund 198.00. I have not received a return call from them to date. I would like to point out that my technician did not just visually inspect two additional appliances. He basically did a maintenance call which is a more extensive inspection of the appliance which Includes cleaning of the condenser, running a full diagnostic to check for any electronic faults, checking the drain for obstruction and cleaning lower condensation pan. I hope my email provide a clear understanding of the [redacted]’s service from our company. Please feel free to contact me with any further questions. Thanks [redacted]

Business

Response:

Company sent v/m directly to you - Revdex.com Hi [redacted], Per your request I’ve attached the actual phone conversation between your wife and my dispatcher. As discussed I’m more than happy to refund both additional 99.00 labor fees and taxes. My technician [redacted] did confirm to me last week that he did completely check the All refrigerator and all freezer units. This included vacuuming the condensers even though there was not any major build up, checking the drains and cleaning the condensate pans. As you indicated he even vacuumed out two additional under counter units that he didn’t write up or charge for during the service appointment.I would ask that you confirm back to me that you will drop your Revdex.com complaint against Clarke Customer Care. Although we are agreeing to refunding back some cost we did charge exactly what we explained over the phone and It was clearly agreed to. Thank you[redacted]

Service Manager Clarke Customer Care[redacted] email[redacted] | web: [redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:From: [redacted] Sent: Saturday, August 22, 2015 1:16 PM To: [redacted]

Cc: [redacted] Subject: Re: [redacted] Hi [redacted] - I listened to and transcribed the phone conversation that your company recorded of my wife. I believe it says exactly what my wife thought that it said. There was a “trip charge" of $135 to come to our house, that the repair person would quote us the cost of the repair before performing the work, and that it would cost $179 for him to look at and vacuum the other two appliances. [redacted] did not say that there would be two charges of $179 to look at the other two appliances. And there’s no reason for my wife to have thought that $179 would be charged for EACH appliance in our home, since we were already paying the $135 trip charge. On the call, my wife made it very clear that there was nothing wrong with the other two appliances, and the technician confirmed that to me at our house. Also, according to [redacted], the technician was supposed to tell us the TOTAL cost of repairing the equipment BEFORE actually repairing the equipment - which he NEVER did. I was the person in the house when he was there, and he never reviewed the costs with me as he was supposed to. Had he told me that he would charge over $600 for his less than one hour visit, I would not have agreed. As confirmed on the phone recording, my wife expected a cost of $135 for the trip + $179 to vacuum / clean up the other WORKING units, plus the cost of repairing the small ice maker … which he never told us before repairing it. So, as your tape states, we were told the cost would be $314 plus the cost of the ice maker repair. According to your invoices, the ice maker repair, including the $135 trip charge, was $248.86. So, our cost should be $248.86 + 179 = $427.86 - despite the fact that your technician failed to quote his work prior to doing it. The actual charge from Clarke was $629.58, so you overcharged us by $201.72, not $198 which is what you offered as a credit.. Let’s just meet in the middle for a credit of $200, and upon receiving the credit, I will acknowledge to the Revdex.com that the matter is resolved. Thanks,[redacted]

Sincerely,

Consumer

Response:

Hi [redacted] - I think we can agree to disagree on how clear Clarke's quote was prior to the visit. In any case, I accept the resolution of this matter with the $200 reimbursement, and will acknowledge the credit with Revdex.com once it's received. Thanks, [redacted] Sent from my iPhone On Aug 24, 2015, at 9:43 AM, [redacted] <[redacted]> wrote: Hi [redacted], I have no problem crediting 200.00 for you. I would like to go on record to say this is a concessionary refund not a refund for over charge. The only thing I would agree is if the tech didn’t quote the 99.00 labor for the icemaker then we are guilty of that. The other charges were clearly quotes and we looked at two additional appliances and did not charge anything. I will send this off to our accounts payable to put through a 200.00 credit. Please email me a confirmation once this is resolved with the Revdex.com. Thanks [redacted]