ComplaintsforCornerstone Appliance

• Initial Complaint

  02/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I scheduled an appointment to fix my dishwasher that they had to reschedule twice, adding two weeks before my issue will be resolved. ****, the sole technician and owner, came out for diagnostic and repair. He was there for 15 minutes, turned one screw on my dishwasher and it was running again. He said there was a 30 day guarantee, so I paid him the 100 dollars he charged. The next day the dishwasher had the same problem. I called and told them and he immediately knew what part to order. They told me I would still be charged for parts and labor despite the 30 day guarantee. They told me they would reschedule when the part arrived. 3 days passed and I called them asking for a full refund. If they had been timely or communicative I may have let it go, but the fact is that if he knew what part to order without even looking at the unit, he should have done a more thorough diagnostic and determined the problem on the first visit. They refused a refund.

  Business response

  02/09/2022

  Sent: Tuesday, February 8, 2022 3:55 PM
  To: Info <*****************>
  Subject: Response to Complaint

   

  ID# ********

   

  The customer first contacted us on 01/10/22 regarding their dishwasher issue. They left a message, we tried to call them back that day and there was no answer, and voicemail was not set up. We were able to actually speak with the customers' wife on 01/11/22 and scheduled their service call for 01/17/22. They were informed at that time that the trip and diagnostic was 100$, that is, 100 dollars for the service call to come to your house and diagnose the unit. They were also informed at that time that any additional parts and labor would be on top of that 100 dollars. On 01/17/22 our technician was out sick and the customer was rescheduled to 01/21/22, and unfortunately had to be rescheduled again due to the technician still being out sick. The technician went out on 01/28/22 to look at the dishwasher. It was determined that the left side upper rail rack was loose, and the technician showed the customer where it was loose, and where he had tightened it. The customer was able to use the unit that Friday night, and then the issues started again that following day. The customer contacted us back on Monday, 01/31/22, to let us know that the dishwasher was "having the same problem again",  and our office spoke to the technician and he asked us to order the rail rack assembly for the customer, the next logical step to try to fix the unit. We explained this to the customer that day, 01/31/22, and went over the cost of the part, and also the cost for additional labor. We informed the customer we would call him to get him back on the schedule once we received the part.  We received a call Thursday, 02/03/22, from the customers' mother letting us know he was very upset that he had not been contacted yet. I told her I would call him to give him the update that we were still waiting on his parts, however, there was no answer, and his voicemail was not set up. He did call us back that same day, 02/03/22, demanding a refund, throwing insults, and wanting his service cancelled. We had not contacted him to schedule at this point, because his part had not arrived yet, and we had made it clear to the customer that we would call him when the part came in when he first authorized us to order it. I spoke to the technician/owner regarding the customer wanting a refund, he declined stating the 100 is for the trip and diagnostic, and we performed that service. 

   

  Thank you,

  ******* 

  Cornerstone Appliance Service 

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

*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. ↩