ComplaintsforFirst Class Appliance Service

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of Transaction: Wed. March 13, 2024 and Thursday March 21, 2024 Money paid: Wed March 13, 2024, a check for $3500.00 stating the payment is for new refriderator and compressor. Paid in advance as the vendor stated he needed to order the compressor. (Later found out the compressor costs approximately $400.00. The installation took about 4 hours. On their website in 2019, they charged $675 for this same service. But me, they charged $3500.00 and told me the compressor was over $2500.00. On March 21, the same technician stated the compressor costs about $1200.00. Yesterday, April 1, 2024 he said it cost almost a $1,000.00. Each time I researched, the admission of a lower price kept coming.Money paid: Thursday March 21, 2024. Although I'd paid by check in full ahead of time. After leaving on the 13th, the vendor sent me an invoice for just over $6,000. He stated the job was "going" to be more complicated. This was after he deposited my check for $3500.00. I had no recourse, so on the 21st, I paid him another $2619.28 for the installation of the compressor. Again, he at first was claiming the cost of the compressor now to be almost $3500.00 and the rest was for the "job". I paid the $2619.28 by credit card knowing he was scamming me and I was worried about the quality of the part and work. He would not share with me the invoice or shipping documents for the compressor. Two days after he left, the compressor froze the lines solid. He'd promised me verbally a "warranty for parts/labor for 1 year". He sent me a "paid" invoice and wrote the warranty was only for "parts". He knew the "parts" only cost $400.00.I have disputed the credit card charges, but need to get me $3500.00 back for the faulty service. The business committed to provide me with a new compressor that would "fix" my refrigerator for the next 20 years!Nature of dispute: False/fraudulent assessment/lies about cost.What have they done: They returned $500.00.

  

  Business response

  04/08/2024

  Dear Better Business Bureau,
  
  
  I am writing to report a customer dispute regarding *********************** provided for their GE Monogram refrigerator. The customer contacted me after two previous companies recommended replacing the refrigerator due to a suspected **********. I offered a diagnostic check for $300-$600 to identify the issue.
  
  
  After inspecting the refrigerator using specialized equipment, I determined that there was no Freon leak but identified a compressor problem. I provided the customer with a detailed breakdown of the necessary repairs, including the cost, which the customer agreed to. A deposit of $3500 was provided by the customer via check.
  
  
  Following the replacement of the compressor, which involved additional cleaning and repairs, the customer was dissatisfied. Despite agreeing to the pricing upfront, the customer raised concerns after speaking with friends who suggested a different perspective based on undisclosed information about the value of his original refrigerator.
  
  
  To address the customer's concerns, we agreed on a $500 refund. Subsequently, the customer disputed a credit card payment of $2148.85, creating a financial dispute.Did it same day I left. Dates is on a link of invoice and message when I agree for 500 dollars refund.
  
  
  I am seeking the BBB's assistance to mediate this dispute. The pricing was transparently communicated, and I have endeavored to provide quality service and address the customer's concerns.
  
  
  I request the BBB's support in facilitating a fair resolution that considers both parties' perspectives.
  
  
  Thank you for your attention to this matter.
  
  
  Sincerely,
  First-Class Appliance Service 

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