ComplaintsforL and Sons Appliance Repairs LLC

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contacted business on Wednesday, 1/18/23 regarding non-functional washing machine. *** was kind on the phone and was able to come out same day for assessment. He stated part that needed to be repaired was timer and provided him a total of $326 via Venmo for his initial consultation and to cover the part. Friday, 1/20/23, after prompting to see when he would return with part to fix washing machine, he stated he would come Monday, 1/23/23. He came on 1/23/23 with the part and installed it. This did not fix the machine and it was still non-functional. He stated he didn't know what was wrong and left. I called him 1/24/23 to see what options are to refund/return the part as this was not corrected and have been unable to get into contact with him. I have left voicemails and text messages with no response.

  Business response

  05/25/2023

  ---------- Forwarded message ---------
  From: ********* ***** <l.sonappliancerepairs@*****.com>
  Date: Wed, May 24, 2023 at 5:27 PM
  Subject: complaint id ********
  To: <[email protected]>
  

                                                                                                                                                  24 May 2023
  

  Reference: Complaint ID ********

  Good Afternoon,

  I apologize for the delay in responding and appreciate the opportunity to respond to the complaint issued by *** ******* ********.

  I was contacted by *** ******** to see if I could assist with her boyfriends washing machine which was not draining.  I was informed that her boyfriend had already attempted to repair and the machine was currently taken apart.

  Once I arrived, the boyfriend informed me that he removed a sock from the drain pump after viewing YouTube videos and also handed me a piece that was broken off of the lid switch.

  I began to diagnose and found that the drain pump did not have any power coming to it. I informed him that what runs the power to the drain pump is the ‘control timer’. I let him know that the control timer is an expensive part. I also noted that the machine is 20 years old and that it could also be the wiring due to age. I let him know the typical life expectancy of a washer/dryer is 8 – 10 years.   He opted for me to purchase a control timer.

  I purchased the control timer for $230 and installed. This did not resolve the issue. However, once installed the control timer cannot be returned to the vendor.

  At that point, because he had already attempted fix on his own and I was unclear what else he may inadvertently done I did not want to continue to purchase parts that may or may not have resolved the issue.

  My diagnoses fee is $95 and the part was $230.

  I spoke to *** ******** one additional time where she again requested a refund and I informed that I could not issue her a refund.

  I hope to leave all of my clients with a positive experience and a working appliance, but unfortunately that isn’t always realistic. Before this repair cost them too much money for additional parts and labor I thought it most prudent to not continue.

  Please contact me with any additional questions.

  Sincerely,

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

  L & Sons Appliance Repairs
  ###-###-####

  Customer response

  05/25/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  It was not communicated that the control timer could not be refunded at the time of installation in the scenario that it did not correct the problem. It was also not communicated that fixing the control timer would likely not solve the issue and that there was concern about what had been done to the dryer prior to the repair which would prohibit "proper diagnosis and treatment" of the machine. If *** ***** was uncertain of "what had been done to the machine" prior to his attempt to fix it, he should not have agreed to fix the machine and install the control timer. In addressing these concerns with *** *****, he became aggressive, accusatory and defensive. In addition, he suggested that my boyfriend was untruthful about the scenario. *** ***** was unwilling to work with us to come to a mutual understanding and agreement. 
  
  Regards,
  
  ******* ********

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