ComplaintsforPremier Service Group Enterprise, Inc.

• Initial Complaint

  08/25/2021

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  We had our dishwasher service June 7th, 2021. The technician Andy Diaz who did the work left with a part we were charged for $293.49 and told us he did not use and told us we would be reimbursed for that part because we had to pay upfront for work to be done. Premier Service group have given us the round about (****) even though I have all my emails they still are not giving us the refund for a part they did not have to use and technician left with. This is now August 25th and they keep changing their story. Please help! ******* ***** ###-###-####

  Business response

  08/26/2021

   

  Dear Mrs. *****,

   

  Regarding your complaint, the staffs have informed you 2x that you are not owed a Refund and explain the process and payments received. Parts were installed and your unit is operating .

   

  Please review your original quote you approved and paid for parts. However, you were never charged for a "Panel-Frame" which was installed. You were quoted for Control and a Power Supply. However, the Panel was installed by the Technician we have a picture of the part he unwrapped and confirmed he installed. The " Control" quoted  was not needed therefore that part was not installed. We did not charge additional money for the Panel-Frame installed which higher in price $375.00.

   

  During the inspection you requested the Panel-Frame to be replace because the display was dim. However, the office left that fee out of the quote, however he installed the Panel-Frame for you ($375.00). Technically you owe Premier Service Group $83.87, but since the office made an error not quoting you originally we dismissed that difference in fee. If you feel the Technician did not replace that Panel-frame, the display should be still be dim.. take a picture of it, we be happy to refund the amount we originally quoted for the Control of $293.49

   

  When you decided to approve the quote, you agreed to pay for parts which you or your husband paid online. We did not try to take advantage of you as you claim about fake quotes. The stories keep changing every time you called. Please understand we performed repair and the unit is working. You were charged exactly how the quote was sent.

   

  I believe there is some confusion and misunderstanding on your part.

  
  

  Sincerely,

  ***** ******

  CFO

  Premier Service Group Ent, Inc.

  
  

  Customer response

  08/30/2021

   I am rejecting this response because:
  August 28, 2021
  
  Regarding: BBB ID # ********-Dispute
  
  
  Dear ****** ********:
  
  We have received your August 26, 2021, email regarding #******** and disputed work and charges assessed by Premier Service Group (PSG) Enterprise, Inc.  Further, we have reviewed response submitted by ***** ******, CFO and are mused by his claim that our "stories keep changing every time you (we) call... and believe there is some confusion and misunderstanding on your (our) part".   In all our phone calls to PSG  regarding this dispute we have requested to speak with managers, supervisors or principals only to be denied.  We are pleased to have the Nimo ****** appear from behind the curtain!
  
  Attached we scanned emails supporting our position and submit for your consideration.
  
  BACKGROUND:
  
  On June 7, 2021, PSG Technician, **** ****, inspected our Thermador Dishwasher.  We explained the interior light was working but no power to the cycle controls.  Consequently, no functional use in any of the wash cycles.  Mr. **** (****) analyze the dishwasher and determined the power issue was related to the power unit.  He advise us PSG will need to order subject part and PSG would provide quote for repair.  In our conversation with **** that day, we asked about the warned and faded wash cycles (Auto, Normal Hand Wash etc.) controls on the touch panel face plate (See Exhibit "A", attached).   He said that over time and with use of cleaning products the face plate panel letters ware off.  I then ask him to provide in his quote to include a part to replace a this faded control panel.  Understand, the requested face plate over the control panel was not necessary for repair or operation but rather a cosmetic issue.  **** responded affirmatively to our request and added a face plate for the control panel on the pending quote.
  
          >     June 10, 2021, Email: My wife received an email authorization and quote from ****** *****, PSG Service Advisor,  The quote amount was $1,328.57 and included                      Part Number ************, a Panel Frame in the amount of $375.00.  I called a PSG service advisor and asked to exclude the Panel Frame since it was a                                cosmetic replace and not necessary for the repair and operation of the Dishwasher.
  
          >    June 11, 2021, Email:  Email from ******* ***** to **********@********.com restating  We Decline the panel frame part and cost  have requested for a                              revised estimate (excluding part Number ************-PANEL FRAME IN THE OF $375.00).
  
          >    June 17, 2021, Email:  Email from PSG to Mr. or Mrs. ***** with revised quote (excluding the panel frame) for a total amount of $907.73.  We accepted this quote                and paid in advance the amount requested by PSG  -  $608.73. was paid and we schedule the repair work for June 25, 2021.
   
          >    June 25, 2021, Email:  PSG service Technician **** **** arrived to repair our Dishwasher.  He requested power off to the Dishwasher.  II asked him to call me while                     while I was at the electrical panel to confirm power to the Dishwasher was off...Remember, the interior light was still working on the unit.  A short 25 minutes later he                    completed his repair and asked me to reinstate power to the Dishwasher for testing.  It worked!!!  he said he replaced the worn face plate on the control panel at no                     charge and apologized for the confusion on the quote.    Further, he said the Power Module Programmed Part Number *********** WAS NOT NECESSARY AND                   WE SHOULD SEE A REFUND.  I asked him before he left to identify which part on the revised quote...he pointed to the above part number in the amount of                               $293.49. I paid **** the balance of his service call  $ 200.00 and he left with the part number *********** in hand.
   
          >    July 19, 2021: After numerous frustrating calls to PSG service attendant Dana regarding our refund and asking to speak with a manager/supervisor (We were never                     able to communicate verbally or otherwise with a manager or supervisor).  I then email Thermador Service Support of this issue.   And, the facts of our dispute did not                 change nor were we confused.
  
  
  SUMMARY:
  
  We  asked PSG to repair our Thermador Dishwasher.  We approved the revised (less Panel Frame) Quote in the amount of $907.73.  When Technician **** **** arrived on June 25, 2021, he installed the following: Power Supply Unit, part # ************ in the amount of $224.19.  He also brought and installed a face plate for the control panel and stated it was no charge to us.  Upon completion and testing, Technician **** **** stated Power Module Programmed, Part # ***********  in the amount of $293.49 was brought in the event the repair called for it...it was not needed and said we should see a refund from PSG.
  
  We declined the Panel Frame June 11, 2021, email, since it was a cosmetic issue and not necessary for repair.  PSG should not be installing items which clients declined and not necessary.  Some would call this business practice Up Charging.
  
  We thank you your careful consideration on the matter.
  
  
  
  Respectfully.
  
  
  ***** and *******  *****
  
  
  
  
  
  Attached Scan: BBBfile w/Emails and Exhibit "A"
  
  
  
  
   
  Attachments area
  

  
  

  
  

  Customer response

  08/30/2021

   I am rejecting this response because:
  
  
  

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