ComplaintsforService Care, Inc.

• Initial Complaint

  08/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was originally quoted $400+ for my repair and told my sensor went bad and needed to be replaced. The diagnostic appointment was $99 for a 5 minute diagnostic. I felt that both the $99 and the $400 total were quite steep. But since I didn't know what the complexity of the repair might be I remained a little open to the cost. Additionally, they came recommended by my father. So through that, I hoped I received a fair price for the repair (again, this is in spite of me feeling like it was steep.) Lastly, given that I paid the diagnostic fee I felt compelled to go with you for the repair so I wouldn't feel cheated out of my $99 for a 5 minute diagnostic. After 2 weeks the part finally arrives and my appointment is scheduled. The technician arrives rings the doorbell at 12:29 and leaves by 12:43. 14 minutes for the repair and transaction and departure. Based on that, I'd say that it wasn't that complex of a job at all and now my feeling of being cheated is increasing. Additionally, the fact that the receipt that I received after the appointment only said "icemaker" with no information about the labor, part, or anything was extremely shady to me. So I requested the itemized invoice on Friday to see where my $314.89 went. After being told I'd receive the invoice Friday but receiving nothing I followed up again. This morning I received the invoice. To my surprise, the charges listed did not feel just or fair at all. $40 for shipping and handling for a part that took 1-2 weeks to come in - so there definitely was no expedition for the shipping. Next there was $130 for labor. $130 for a little over 10 minutes of labor. (This is in addition to the $99 for 5 minutes of diagnosis.) I'm okay with the part price (even though online I saw the same genuine authentic part ranging in price from $86-105). $270 for a total of 15 minutes of work plus shipping is EXTREMELY crooked to me. I spoke to who I presume was a technician who stood firmly in these crooked charges.

  Business response

  11/09/2022

  Thank you for leaving us your feedback, *****************

  Were sorry to hear that you were unsatisfied with our repair estimate.

  Unfortunately, we must dispute some of the claims made in your review.

  We understand your frustration, but our staff did provide you with a quote upfront for our trip and diagnosis fee of $99 which you accepted and is a typical rate for most appliance repair companies in **********.

  Upon arrival, ************** performed a full diagnosis and provided you with a quote for parts and labor to complete the repair which you approved before work began.

  We have reviewed our records of ***********, and the quote ************** provided was fair and accurate based on the national pricing guide that we and thousands of other appliance repair companies use.

  Again, we do understand your frustration, but at no point did we misrepresent our pricing or attempt to overcharge or pressure you into completing the repair.

  If you'd like, we can remove the replacement parts ************** installed and provide you with a refund.

  If you have any questions, concerns, or would like to proceed with the refund, please give us a call at ************.

  Thank you again, and have a great day.

  Customer response

  11/10/2022

   
  Complaint: 17700752
  
  I am rejecting this response because:

  to state, ambitiously, that the pricing was fair compared to national averages is a *****. As mentioned before, $300 in labor charges for 5 minutes is absolutely unjust. 
  

  to mention that you will uninstall the part - do you have my original part available? Additionally my refrigerator has not been running in the same condition since this repair. The refrigerator does not cool and the water line is periodically leaking into the cool pantry compartment. This seems to be directly related to this repair, as prior to your work, no ice (water) was being produced. Poor workmanship and unjust charges all around. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  06/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Failure to return payment after the company was u able to fix my appliance. I paid for two parts that didnt work and the ******* told me all my money would be returned except the 99$ service fee.They refuse to return my phone calls or return my payment Of 444..69$

  Business response

  11/08/2022

  This customer was deeply affected by a big change at our organization. 

  When the former CEO, my father, was hospitalized it threw us into chaos for a time.

  In the transition, this customer was sending communications that were being relayed to my father's computer and phone with the expectation he would return soon.

  When it became apparent this was not going to happen, I made sure the customer was provided with a full refund check, and they were super empathetic and gracious considering how difficult this was for them.

  I've communicated with them, they are fully refunded, and this issue is completely resolved to my knowledge (back in July of this year).

  I didn't realize there was a BBB complaint or I would have responded a lot sooner.

  *************************

  Service Care, Inc.
  

   

• Initial Complaint

  01/14/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 1/11/22 i contacted Service Care, Inc at 205.956.3777 to schedule an appliance repair visit (leaking washer). What they told me over the phone was $99 service fee to diagnose the problem and if I chose the repair, that $99 service fee would go TOWARDS the cost of the repair. Industry Standard. So I booked. 1/14/22 - Repairman showed up on time, was polite and knowledgeable, found the problem within 20 minutes (washer leaking due to torn front seal on door) and gave me quote to fix - $379.83. I thought quote was high but he was there with the part and ready to fix so I agreed. After the repair was completed (2 hours total time onsite) it was time to pay. I asked for a breakdown of the total cost and he said it would be emailed to me after payment. I paid and when i got the email a few minutes later, the ticket just said an $80 seal. So I called to find out what the other $300 was for, exactly. Totally fine with paying labor but even $150/hour is high. That's when the fun started. First the lady who answered (off shore) seemed confused as to what I was asking about and said she'd have a manager call me. Then the lady manager (local) who called told me there was the part cost ($80), labor (around $80/hour so fair), shipping & handling? (Even though the part was in the truck but okay) and the kicker- the $99 diagnostics fee. Wait a minute. I was told the $99 fee went towards the cost of the repair if I accepted the repair. Now, I've had plenty of service people at my home to repair things and that is standard but never have I been charged the diagnostics fee AND the cost of the repair. Even still, if that's the way you do business, so be it. I should have just been told up-front what they're going to charge me. And all I ended up with AFTER i paid was an invoice for $80 anyways. I just think that is misadvertisement, at the least.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩