ComplaintsforLast Man

• Initial Complaint

  06/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A tech came out from Last Man after I called them to come and fix my espresso machine. He pulled my machine apart and said that it needed a part. He asked me to sign that he was out and that he would order the part and that he would come back and put it on and **** us when he came back out. He did this and said this in front of me and my son both. I called, and I called and I called for them to come back out, but they never did. A year later they billed me for him coming out and spending **** hours fixing it and putting a part on our machine. It was the very first **** they have ever sent me, and it said if I do not pay immediately, they are sending me to collections. I spoke to accounting there and she was not listening to anything I said, but just kept saying that her tech put the part on and that I refused to have any parts ordered. I told her that was a lie, there were two of us here, and the machine was never fixed. I had to call another company. She just wanted the **** to be paid period or they were sending it to collections.

  Business response

  06/15/2022

  This customer had ********************** LLC come out to ************** on 6/2/2021 to fix their espresso/coffee machine. Our tech was out there & when he arrived their machine was completely unusable. The tech took apart the machine & replaced a brew valve on the left brew group. He also notated (as well as telling the client) that the other brew group had a few parts that we did not carry since they were special order parts. He asked the client if they wanted us to order them & they declined. 

  Once we completed the work the client was asked to sign the Work Order stating we were out there & the work that we completed ( I have added the signed work order to this response). The client signed the work order @ 12:54 pm. The tech arrived onsite at 11:45 am & left the site at 1:00 pm. 

  If we order a part for a machine we notate that in the work order so the customer is aware when they are signing what is needed we also notate that we will return once the part comes in. We do not have the client sign the work order until work is completed, we do have them sign each time we are out to their site. 

  Once we completed the job we send out an invoice via email (the email address is provided to us by the client when we schedule the call). If we need to order parts we don't close out the work ticket until all items have been received & the machine has been repaired. We sent the invoice over originally to **** on 6-15-2021 @ 7:24 pm, included in the email is always a copy of the work order which contains all information about what was completed, time in & time out by the tech & all tech notes. 

  Upon going through our books & seeing old invoices unpaid we sent her a "past due" invoice in the mail & had on it that this is past due & if payment is not received by a certain date we would need to send to collections. This invoice is over a year old so sending it to collections is not unheard of. 

  Speaking to **** on the phone on Monday 6-13-2022 she was very rude, she would not allow me to speak, she used very vulgar language & would not listen to anything. I did tell our protocol on how/when we get the Work order signed & she refused to listen to me & continued to say that "You & your techs are a bunch of lazy a** f****** a**holes" then she hung up. 

  I did resend her the original email with the work order & original invoice on it. I have attached the Work Order with her signature & a copy of the email that was originally sent along with a copy of the email I sent her on 6-13-22

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