ComplaintsforPlatinum Mechanical Services

• Initial Complaint

  03/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I performed a "self clean" and the oven door remained shut and locked. Service on our oven was performed on 3.4.22. This is about $4,000 to replace so we agreed to invest the $769.55 to repair/unlock it. ($400 in parts, $179.00 trip charge and $190 in labor) we were then told there was a unit fuse needed, and we could not use the oven until it was replaced - the part was on backorder. I spoke with the tech and offered to order the replacement part myself to save $$. He said the company does not allow that, not to worry he could replace it very quickly when it arrived. 3/9/22, I called to check on the part, heard back on 3/11/22 that they were investigating, 3/14/22, call from ******* (customer Service) the part is in and it will be an additional $938.59 to come back out and repair the oven. $1,708.14 is in no way the amount we can invest in a repair on a 17 year old oven. I asked that they come and take their parts back, we could not proceed. He then told me it would cost $190 to remove the parts plus an additional $179 trip charge. He offered no remedy at all, and ended the call. I feel very strongly that the tech should have called and requested pricing before he did the work. I was very clear on the level of investment that we were prepared to undertake on this project. I feel absolutely duped and am clearly over a very expensive barrel and still without an oven. The lack of open communication is totally unacceptable. I take very good care of our appliances (pics attached) hence the decision to repair in the first place - but NOT at that cost. Please help. Thank you. *****

  Business response

  03/25/2022

  Customer Relations Representative of ********************,
  
  *********************** called for service on 03/03/2022 for service on her ****** and Paykel oven. Our service charges and labor rates were explained ***************** scheduled a service call. Our technician arrived to her residence on 03/04/2022 and performed a diagnostic call, after ***************** stated that after using the self-clean function the oven door would not unlock. Our technician pulled the unit and found a bad micro-temp sensor and a bad heating element.Our technician replaced those parts and also found a third issue with the heating element limit. We had all the parts except the heating element limit, in which we would call her with the pricing of those parts. The initial service was completed at that point and payment as well as a signed work order was obtained (see attached for pricing and signature). Once we received the pricing and availability of the final part that was needed a quote was provided to **************** for $938.59 to complete the repair. ***************** was not happy with this as she did not want to spend any more money on an older oven. Understanding this, the concession we offered her was to remove the already installed parts and credit her for the parts cost minus the same labor charged for the initial installation ($150.55 credited to *****************). Platinum Mechanical Services is upfront with our pricing and stand by the work we perform. **************** was there the entire time right next to our technician in constant communication of work being performed. The original (failed) parts were left with the ***************** after the service was complete.  We acknowledge and respect what the BBB does for consumers appreciate your time.   

*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. ↩